My family just returned from our second WDW vacation. Last year we stayed at CBR and wanted to again this year, but with CBR's main pool undergoing refurbishment, we decided to stay at another moderate. We chose CSR after reading so many great reviews about it and were really looking forward to our stay.
When we arrived I went to check in and was told we had a room in Casitas. I mentioned that I had requested Cabanas and asked if anything was available. They made a phonecall, but there was no availability. This was not a big deal as I know location requests are not guaranteed - - - but the check in guy made a point of telling me that Casitas is the most requested location and he was sure we would be very happy there. Every review of the resort I've ever seen has said Cabanas was the most requested particularly because of the proximity to the Dig Site and Pool, so that comment raised my eyebrows a bit. We were in Casitas 4 which was quite close to El Centro and very close to bus stop 2, which was fine by me.
At any rate, upon our arrival in our room, we noted that 2 lightbulbs were out one in each of the above-bed double light fixtures. Our television remote control was also missing its battery cover, which resulted in the batteries falling out frequently whenever it was picked up. The batteries would fall on the floor and usually roll under one of the beds, and wed often have to hunt for them. During that first evening, my husband also attempted to make a pot of coffee in the room using the coffeemaker in the bathroom area, however our machine was missing the part that enabled the brew cup to empty into the carafe or had the wrong size carafe in it or something. The brew cup overflowed all over the sink and our toiletries and made a huge mess.
My husband mentioned these issues at the front desk the following morning and we assumed these issues would be remedied as soon as possible. When we returned to our room Friday evening, none of these things had been fixed, but we figured sometimes these things take time, so wed give it another day or so before mentioning them again. Upon our return to our room on Saturday, we noted that still nothing had been done to remedy these issues.
We left the resort early Sunday morning to visit NASA and were gone until almost 11pm. Upon returning to our room, my husband and I were upset beyond belief to find that the door to our room had been left open by Mousekeeping. The safety latch had been used to prop the door open and was left that way. Fortunately, it appeared that no unauthorized people entered our room while we were out, as my husbands laptop and our other valuables were as we had left them. My husband immediately called the front desk to make them aware of the situation and also mentioned the broken lights, coffeemaker and remote control again and we were told those issues would be remedied.
On Monday morning before heading to the parks, my husband stopped at the front desk and spoke to someone about the issues we were experiencing. When we returned Monday afternoon, the light bulbs had finally been replaced. The coffeemaker and remote however, were still broken. I also noted upon using the bathroom that the bath towels we had been left by Mousekeeping were tattered and the side seams were all torn and hanging off. Mousekeeping had also apparently replaced the roll of toilet paper, but left the crumpled wrapper on the back of the toilet. True, these are small annoyances; however it did make us feel that we were not getting the level of service we were paying for. In fact, it almost felt like we were getting retribution for our complaints.
The coffeemaker and remote control were never fixed during our stay, though we did get better looking bath towels for the remaining days of our stay and our door was never accidentally left open again.
I really expected better service and amenities. When we stayed at CBR last year we had impeccable service and Mousekeeping and CSR simply did not even come close to measuring up.
I know people love CSR, and it is a very beautiful place. It just clearly wasn't for us and made our trip a little less magical. I plan to write in with these issues in the hopes that it will help them to make improvements to save future guests from having similarly unpleasant experiences.
When we arrived I went to check in and was told we had a room in Casitas. I mentioned that I had requested Cabanas and asked if anything was available. They made a phonecall, but there was no availability. This was not a big deal as I know location requests are not guaranteed - - - but the check in guy made a point of telling me that Casitas is the most requested location and he was sure we would be very happy there. Every review of the resort I've ever seen has said Cabanas was the most requested particularly because of the proximity to the Dig Site and Pool, so that comment raised my eyebrows a bit. We were in Casitas 4 which was quite close to El Centro and very close to bus stop 2, which was fine by me.
At any rate, upon our arrival in our room, we noted that 2 lightbulbs were out one in each of the above-bed double light fixtures. Our television remote control was also missing its battery cover, which resulted in the batteries falling out frequently whenever it was picked up. The batteries would fall on the floor and usually roll under one of the beds, and wed often have to hunt for them. During that first evening, my husband also attempted to make a pot of coffee in the room using the coffeemaker in the bathroom area, however our machine was missing the part that enabled the brew cup to empty into the carafe or had the wrong size carafe in it or something. The brew cup overflowed all over the sink and our toiletries and made a huge mess.
My husband mentioned these issues at the front desk the following morning and we assumed these issues would be remedied as soon as possible. When we returned to our room Friday evening, none of these things had been fixed, but we figured sometimes these things take time, so wed give it another day or so before mentioning them again. Upon our return to our room on Saturday, we noted that still nothing had been done to remedy these issues.
We left the resort early Sunday morning to visit NASA and were gone until almost 11pm. Upon returning to our room, my husband and I were upset beyond belief to find that the door to our room had been left open by Mousekeeping. The safety latch had been used to prop the door open and was left that way. Fortunately, it appeared that no unauthorized people entered our room while we were out, as my husbands laptop and our other valuables were as we had left them. My husband immediately called the front desk to make them aware of the situation and also mentioned the broken lights, coffeemaker and remote control again and we were told those issues would be remedied.
On Monday morning before heading to the parks, my husband stopped at the front desk and spoke to someone about the issues we were experiencing. When we returned Monday afternoon, the light bulbs had finally been replaced. The coffeemaker and remote however, were still broken. I also noted upon using the bathroom that the bath towels we had been left by Mousekeeping were tattered and the side seams were all torn and hanging off. Mousekeeping had also apparently replaced the roll of toilet paper, but left the crumpled wrapper on the back of the toilet. True, these are small annoyances; however it did make us feel that we were not getting the level of service we were paying for. In fact, it almost felt like we were getting retribution for our complaints.
The coffeemaker and remote control were never fixed during our stay, though we did get better looking bath towels for the remaining days of our stay and our door was never accidentally left open again.
I really expected better service and amenities. When we stayed at CBR last year we had impeccable service and Mousekeeping and CSR simply did not even come close to measuring up.
I know people love CSR, and it is a very beautiful place. It just clearly wasn't for us and made our trip a little less magical. I plan to write in with these issues in the hopes that it will help them to make improvements to save future guests from having similarly unpleasant experiences.
