Saratoga Springs=A Dissappointed DVCer

[GadgetRick]

Well, just got back from an 8 day stay at Saratoga Springs (SS). We had stayed there last year right after they opened and we're terribly thrilled with the place. I was unable to get into any other resort for the stay (we own at Old Key West) so I had no choice but to stay at SS. Anyway, all I can say is we were VERY dissappointed in the resort--even more so than we were last year. I figured I'd share why. I will also be writing a letter to DVC about it as well.

My wife and I were flying down to meet her parents who drove down with our (soon to be) 3 year old son. We got in on a Friday (late) afternoon and my in-laws/son got in late morning on that Friday. They checked in before us. No problem there.

We get into the room--a one bedroom--and I notice a musty smell (stronger in the bathroom). I go to use the bathroom and notice short curly hairs on the floor. Now, my in-laws had only been in the room for about 2 hours before we got in there, just so you know the timeline here. Anyway, I say something as I come out and my wife's father says he noticed the same thing when they got there. I'm a little upset as the place should (at least) be clean but I figure, no biggie, I'll just call housekeeping and get this straightened out. This is where my complaints REALLY start...

I pick up the phone in the bedroom only to find it doesn't work. Ok, a little annoyed since they could have checked it but I can see it being overlooked. So I use the phone in the living room. I get put on hold immediately. I wait. And wait. And wait. And wait. I'm on hold for at least 5 minutes when I finally give up and try the front desk.

Of course, this doesn't REALLY take you to the front desk from what I tell. Sounds like a central answering group for all of Disney World. No biggie. I get someone on the phone right away and complain about the bathroom not being clean and having a musty smell to it. I also tell them the phone does not work in the bedroom. They tell me they'll send someone over. We were heading to dinner so I figured it would be taken care of by the time we got back. It IS Disney World afterall...

Oh, I forgot to mention we had a handful of towels. Now, they KNOW how many people the rooms sleep. They also KNOW how many people are checking in. Why can't they put two and two together and put enough towels in the room for the number of people who COULD be staying there or AT LEAST for the number of people scheduled to check in? Again, sort of minor but annoying none the less.

So we go to dinner and come back. Only to find the musty smell is gone but the short curlies are still there! NOW I'm upset. I call the front desk again (wasn't waiting on hold for housekeeping again) and tell them the bathroom is STILL not clean and inform them of the short curlies on the floor. I was trying to be nice/discreet the first time. I guess that didn't work. They did finally send someone over and had it cleaned up eventually. Oh, the phone was fixed the first time. They also brought some towels for us.

Ok, I'm already annoyed at having to stay at SS since I'm not a fan of the place. I check in to find the room isn't properly cleaned. So I'm annoyed but it's the start of a nice, long Disney vacation so I just let it go and don't let it bother me again.

The next day we go get breakfast at what they try to pass off for food accomodations there. Still can't believe they didn't put a real place to eat in the place. I mean, I understand Downtown Disney is right there but, have you tried to get into any of the places over there to eat lately? If you don't want to eat early you're looking at a 2+ hour wait. Forget about reservations, unless you've made them months in advance they're tough to get unless you want to eat at 9:00! I know I can make them 180 days in advance but I don't KNOW where I want to eat EVERY day for EVERY meal that far in advance. Heck, I don't even know what I want to eat for dinner TONIGHT and it's already 4:30! This was annoying to me last year and is STILL annoying this year. I hear they're building a place (finally). About time.

So, we head to the parks and do what we're going to do. We bring our son back for a nap in the early afternoon to find they did another cleaning on the room. Ok, thanks for that after what we've been through. Only, they took our towles away again!!! So I call for more towels again. We head off to dinner and come back to find a pile of towels plopped down on the table ON TOP OF the stuff we had there! Again, seems minor but this is SUPPOSED to be a high-quality resort. I doubt they'd plop stuff down like that on top of everything in any of the other resorts. They could have taken the two steps it takes to get into the bathroom and put them in there where they belong. This one, as minor as it seems, REALLY annoyed me. It looked as if someone just ran in and threw them onto the table. Hell, even if the table were empty it would have been better but the table was cluttered with all of our stuff.

Oh, and something you don't usually hear someone complain about, what's up with the sand paper they give us as toilet paper??? How about spending the few extra dollars and give us the good stuff. I don't remember it being that bad last year.

It's also quite annoying to have to go to the front desk to the concierge. They usually have one person there and there's usually a long line of people waiting to be helped. I know they have 3 computers in that area (one time they actually had 2 people there and another helped someone else) so why not bring others out when there's a line there. People shouldn't have to wait if they don't have to. We do enough waiting on line at the parks.

I understand they can't ALWAYS keep up but almost every time I had to go there (probably about 5 times total) I had to wait. With the exception of the one time I mentioned, they only had one person there. The check-in area wasn't busy at all during these times. I have to believe they have more than one or two CMs working back there. A minor complaint but it's a complaint which could be fixed easily.

I have to say, I've had better service at a Days Inn than I received this time at SS. I didn't have bad service there last year when I stayed there. I just didn't like the resort. This year, I had bad service AND and I still don't like the resort. I won't go into the issues with bus service throughout Disney World as this isn't a SS problem. However, I will say, the bus service was the worst it's ever been on my 25+ trips to Disney World. Still not sure why Disney can't get that right...

I will say, however, I used the spa this year and, without question, it's great there. The service there was excellent. They have excellent workout facilities (if that's what you're into on vacation) and the massage services were top notch. It's a shame the rest of SS can't duplicate the service/treatment I received in the spa area.

I know all of my complaints seem minor, however, when you figure what we've all spent to get DVC points and pay our annual dues and the fact that Disney touts their DVC resorts as world class resorts, I am dissappointed. The service/treatment should be better than what I experienced. There really is no excuse for a room not being cleaned properly. I used to travel for a living and never had the issues with a dirty bathroom I experienced there. I still love going to Disney and I still love my DVC membership but I will do everything in my power to keep from staying at SS again in the future. I didn't even go into the complaints I have about the resort itself because I believe they've been beaten to death in the past. However, I did not appreciate the service/treatment there.

 

[cobbler]

That sucks. I too would complain about the bathroom being cleaned.

We stayed in a one bedroom, came home a little over a week ago and had 4 people with us and it really didn't seem like we had very many towels either. I think 2 washclothes, 1 hand towel and 4 bath towels?? Anyway you are right it did seem rather small.

Bus service I think right now is hit or miss. We never waited anymore than 5 minutes for a bus coming or going so hopefully they are still working the kinks out.

Artist Pallete, eh, I agree it is ok but still. We only had dinner there one night. Didn't even look at the menu the rest of the time. But on a good note, if you didn't know they are turning the Turf Club into a full service restaurant.

Sorry you were disappointed. I liked it and will go there again (of course it is our home). Hopefully if you ever stay there again it will be much better

 

[BkrsLoveDis!]

We just got back about a week ago from our first stay at SSR and it will probably be our last for awhile too. No cleanliness issues (thank goodness!) but Artists Palette and the bus service just killed it for us.

We're opting for full service restaurants and boat service from our locale next time - guess we'll see if that works any better.

Sorry your trip was so disappointing - guess you'll be like us and trying out some different "homes" for awhile, huh?

 

[Simba's Mom]

Oh, and something you don't usually hear someone complain about, what's up with the sand paper they give us as toilet paper??? How about spending the few extra dollars and give us the good stuff. I don't remember it being that bad last year.

I agree about the toilet paper. DH complained about it, too, when we were at OKW in November. This was our 5th trip to DVC, and I agree, the toilet paper has never seemed that bad. From now on, we'll be bringing a roll of our soft Northern with us. HHI always felt like sandpaper, but someone explained it may have to do with plumbing codes there, but it's also awful at WDW now!

 

[DrTomorrow]

[...] Ok, I'm already annoyed at having to stay at SS since I'm not a fan of the place. [...]

Sorry to hear about your negative experiences; however, the above quote is something that is out of Disney's control.... I guess I hope I never get to the point where I'm annoyed at having to stay at any of the DVC Resorts.

 

[NMW]

So sorry your stay was less than magical for you. I have to ask, if you didn't like SSR last year, why didn't you book your home resort (OKW) at 11 mos?

The bathroom thing would skeeve me too, yuck.

I'm glad they are building a full service restaurant there too.

Were the buses bad in general or just to a specific park? I'm just curious because a couple of nights leaving the MK the SSR bus stop was packed with people. One night we had just missed our bus to the Boardwalk (it was pulling away when we got there) and were waiting for another with like 6 other people. The SSR bus stop probably had 30 people and our bus, the 2nd in about 10 mins came before the SSR one did. I was wondering if it was the MK bus you had trouble with.

 

[DebbieB]

Sorry to hear about your bad experience. Regarding the bedroom phone, more than once I've been in rooms where someone unplugged the bedroom phone, probably to not wake a napping child. Housekeeping probably doesn't check it.

 

[russct]

Sorry Too Hear Your Bad Experience, But I Have Stayed At Ssr 5 Timees And Love It. The Only Thing I Agee With Is The Toliet Paper. Ha Ha Ha

 

[debbie in Seattle]

Boy, I can understand. Our first trip as DVC members, had a similiar experiece at the BWV. I ended up telling the folks on the phone I wanted the manager and the housekeeping super in my room asap. I had an uncleaned bathroom, no lightbulbs in a lamp, food left in the fridge, dirty towels left in the area where you walk in at AND got put in a smoking room.
During our stay, the bathroom door handle was broken and the closet door where the washer/dryer are was also broken. I wrote a letter to DVC on the offical DVC website. Didn't hear anything for about 6 weeks and then all of a sudden a gal from Disney calls me. Wanted to know what happened. It was obvious she was very well trained in 'listening', felt like I was talking to myself.
Tried defending the situation by telling me I was 'by mistake' put in an uncleaned room-if that was the case, why was the bed made with clean sheets and fresh kitchen supplies there? Anyway.......
Ended the conversation with the statement that I was so unhappy with BWV, have since sold my timeshare there. Well, Nov 28 met my sis at the BCV(have points there too) and there must of been this GIANT notice all over my ressies over my last experience. The front desk was so nice it was almost obscene ( I'm serious, folks, it was waay overboard) and our room, the towels? We had so many we didn't have to get new ones our entire trip!
We got this beautiful 'cake' of candy bars etc and this crown made out of towels with star stickers on it.
Saratoga Springs-checked it out on my last trip. Reminds me of WDW's
idea of urban sprall. A huge apartment complex like all over the country.
The rooms were beautiful. I had always thought I'd like SS, but after being there, it just is so 'undisney like', but each to their own.
Just drop a note to DVC and let them know the issues you had. After my experiences, I'd be surprised if they wouldn't try to fix things for you and make them right. They actually are a first class act.
All that said, I wish they'd have a 'how'd we do' card like all hotels have.
That way, we DVC member could constructively write things like, 'no lightbulb in lamp', etc etc etc. I think it'd make the housekeeping/maintence staff's lives alot easier so they are aware of these issues.

 

[GadgetRick]

Let me just explain a few things about myself. As I said, I've been to Disney quite a few times (somewhere between 20 and 30 times, can't remember) so I know how good Disney is. I've stayed at quite a few of the resorts (DVC and non-DVC alike) and have never had these things happen to me. So I'm in no way trying to suggest this is normal for them at all.

Also, I actually thought about going and finding a manager while I was there to complain. However, I did not do so because I didn't want them to feel I wanted something in return. I don't want anything except for this to never happen to anyone again. I'm not one of those people who complain to get free stuff. I hate that.

And I would have tried to book OKW 11 months out except I didn't know for sure we were going until about 8 months out (when I tried to make ressies). Everything was booked because (as we all know) it's the busy season for us DVCers because the rooms are cheaper (point-wise). Otherwise I would have booked right away.

I've run into a few people who love SS. I've run into many who don't care for it (I'm included in the latter group). I feel it has absolutely no character. Doesn't feel like Disney at all. I don't think they made the resort itself look like what a Disney resort should look like. Does it look bad? Heck no. Looks fine but it is just missing something.

I also don't think the construction is all that great either. Take a close look at the hallways outside the rooms. Not a lot of attention to detail in the painting and other things. Very thin cheap doors and thin walls.

And how about those toilets? Can they make them any louder??? I can hear them flush when OTHER rooms flush them! Is that neccessary????

Oh, I don't think the toilet paper thing is a code issue. The Grand Floridian uses REAL toilet paper and I KNOW we had better toilet paper before at OKW. I just think they're cutting costs there.

I don't really want to start a debate of whether you like or dislike SS. I just wanted to share my bad experience there this time. Honestly, of all the times I've been to Disney it was my worst experience...by far.

 

[Rozzie]

sorry you had a bad experience, but frankly, I would have grabbed some papertowels, cleanded up the hairs, and then leave to go enjoy the rest of my vacation. It might be gross to some, but as a nurse, nothing really grosses me out anymore. True, I would have been annoyed, but I would not let it linger in the back of my mind the entire trip. I try very hard to not let anything, or anyone ruin our much planned and anticipated trips.

An honest question? Do you think you were hard on the resort because it was not your first choice? I hope you do contact the manager, or spoke with him before you left. Hope your next trip is a magical one.

 

[Dean]

Fortunately these are mostly fixable issues that I can tell. And hopefully hit or miss for most guests. I agree about more/better restaurant options.

 

[Deb & Bill]

When you stay in a studio or one bedroom, you only get four bathtowels, two hand towels and four (or maybe only two) facecloths. When you have a two bedroom, you get eight, four and eight (maybe only four). DVC resorts don't get unlimited towels.

I'm not really sure what size accomodations you had. But you may have had the appropriate number of linens for the villa.

 

[Olaf]

I had to laugh about the toliet paper. I always bring some Charmin with me, and purchase more at Publix while I'm there. I hate cheap toliet paper.

I hope nothing like this mars our upcoming vacation. The worst thing that has happened to us was that our non-smoking room had been occupied by a smoker right before us. Really stank for a few days.

 

[Sammie]

Certainly not every resort is going to appeal to everyone. We find Artist's Palette to be very much to our liking as far as a fast food area, certainly better than what OKW offers in fast food in our opinion.I agree an additional sit down would be nice and I understand they are going to add one. Where do you eat when at OKW? As to the situation with ADR's and booking in advance that is certainly not SSR's fault.

Towels, if you had less than you are suppose to have for the size of your unit, then yes they should bring more. However if you personally just want more, I am surprised you were not charged extra and this policy is the same for all DVC resorts as is the toliet paper. SSR does not use a different brand from other locations.

You are correct that when you call the Front Desk, you get a Central Call Center, same at all Disney resorts.

As to the concierge being at the front desk, where should it be?

I agree that your bathroom should be clean and your complaint about it was legit. You truly should have let someone know. The GM at SSR is also the GM at OKW so I assure you that the quality standard is the same.

Your other concerns seem to me could happen at any resort and especially during a very busy time of the year.

I am curious to your comment about the resort does not have any character, etc. Could you explain why you feel that way? I think the themeing is lovely and certainly consistent to what it's suppose to be. We also have found this resort to be the quietest resort of all the DVCs but we always get a 2 bedroom so maybe that makes a difference in all of them. As I have stayed at studios at OKW and BC and found them very noisey.

Hopefully your future trips to OKW will be more to your liking.

 

[chipscinderelly]

I've run into a few people who love SS. I've run into many who don't care for it (I'm included in the latter group). I feel it has absolutely no character. Doesn't feel like Disney at all. I don't think they made the resort itself look like what a Disney resort should look like. Does it look bad? Heck no. Looks fine but it is just missing something.
(

I'm sorry your experience was so bad at SSR and hope that your next trip home is much better!

I was just curious as to weather all the people you have run into that don't care for SSR are here on the DIS as it's my opinion that very few post about good experiences and just about everyone posts about any bad issue they have at all - no matter which DVC resort.

Personally we love SSR and will always be happy staying there!

 

[AllyBri]

We love Saratoga. Stayed there this past May, DH and myself. Then brought some of the family to Saratoga just last month and they loved it.
No one had any complaints. Friends of ours are staying there next month, they want to try it after hearing us talk about it so much.

 

[dianeschlicht]

We own at OKW and stayed at SSR last fall for a couple of days. I don't care for SSR either, but we didn't have any service problems like you did. FWI, if you were in a 1 bedroom, you should have had 4 bath towels, 4 hand towels, and 4 wash cloths. Since you were 5 people in a 1 bedroom, that might be why you felt you didn't have enough towels.

 

[Disney Freak Numero Uno]

My husband and I just got back from SSR last night. It was our first stay there. Our studio was clean and we were given the appropriate number of towels so I can't complain that. Also, I liked that the resort was not crowded at all. We were lucky enough to be in the Springs section. I can't imagine the long walk one might have from any of the other sections to get to Artist's Palette, the spa, or the pool.
Also, the first morning I walked over to get coffee at around 7 am and found that the restaurant doesn't open until 7:30!!! I realize that we could have made our own but for a very short trip (3 days), I don't like to have to bother buying supplies.
Also, Artist's Palette really doesn't have the selection that many other resort restaurants have. We really weren't happy with it at all.
My husband insists that we stay at the Beach Club this summer but I'm not optimistic about getting a reservation there 7 months before. Our only alternative would be to use our points for hotel stays instead. I'm not very happy right now about investing in DVC. I did purchase DVC thinking that I would be able to stay at other resorts. After trying unsuccessfully to make a reservation anywhere but SSR in early January, I'm beginning to think that we are stuck with SSR unless we choose to sell.

 

[debbie in Seattle]

I'm not very happy right now about investing in DVC. I did purchase DVC thinking that I would be able to stay at other resorts. After trying unsuccessfully to make a reservation anywhere but SSR in early January, I'm beginning to think that we are stuck with SSR unless we choose to sell.
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I had heard about all the construction and the HUGE amt of add'l rooms that will be added because of SS and have concerns also since I saw the property for the first time in December. It's urban sprall Disney style! IF I just wanted to go to WDW, not go into the parks and just wanted to get out of the rain here in Seattle, I'd settle for SS. It's like a giant apartment complex!
I'm so glad my homeresort is the Beach Club. Think in the end, Disney may be shooting themselves in the foot and going to have alot of unhappy DVCr's