The **New** Swan and Dolphin Resort thread ~ April 2012 ~ Please read post #1

[sabnrob06]

Hello all... I am sad to say that I just returned from a weekend trip to the Dolphin and I was GREATLY disappointed!! I always stay at a Disney resort but a friend wanted to stay here this time and I agreed and boy was it a mistake! I will never stay at this hotel again. If you're looking for the whole "Disney" experience this is not the hotel for you. The staff was Not friendly. They didn't even speak to us when we walked down the hall. The carpeting on the floor was a mess, there was hair in our bathroom when we got there. There was a stain on the comforter and some sort of pad between the sheets and the mattress. Who knows why it was there and we didn't even ask. When we received the bill this morning there was a $ 76.23 charge for a 23 minute phone call plus another $10 in " fees". Now I never use the hotel room phone but it clearly stated on the first page of the "Resort Report" that it included (for a $14 fee) 60 minutes of daily local and long distance calling plus Internet access (which didn't work) and 2 bottles of water. So imagine my surprise when I received the bill. When I went to the front desk to inquire about the charge, I mentioned the resort service package and her response was " I'm aware of it" in a rude tone. . She took it off without hesitation. This left a very bad taste in my mouth and I will be calling the corporate office tomorrow to speak with someone. I was so disappointed in the whole visit and want someone to kno about it. I am not looking for anything except an apology. So, if you're planning n going to this hotel be sure to read ALL of your charges when you receive your bill. Good luck!!

 

[robinbutterfly]

Hello all... I am sad to say that I just returned from a weekend trip to the Dolphin and I was GREATLY disappointed!! I always stay at a Disney resort but a friend wanted to stay here this time and I agreed and boy was it a mistake! I will never stay at this hotel again. If you're looking for the whole "Disney" experience this is not the hotel for you. The staff was Not friendly. They didn't even speak to us when we walked down the hall. The carpeting on the floor was a mess, there was hair in our bathroom when we got there. There was a stain on the comforter and some sort of pad between the sheets and the mattress. Who knows why it was there and we didn't even ask. When we received the bill this morning there was a $ 76.23 charge for a 23 minute phone call plus another $10 in " fees". Now I never use the hotel room phone but it clearly stated on the first page of the "Resort Report" that it included (for a $14 fee) 60 minutes of daily local and long distance calling plus Internet access (which didn't work) and 2 bottles of water. So imagine my surprise when I received the bill. When I went to the front desk to inquire about the charge, I mentioned the resort service package and her response was " I'm aware of it" in a rude tone. . She took it off without hesitation. This left a very bad taste in my mouth and I will be calling the corporate office tomorrow to speak with someone. I was so disappointed in the whole visit and want someone to kno about it. I am not looking for anything except an apology. So, if you're planning n going to this hotel be sure to read ALL of your charges when you receive your bill. Good luck!!

Oh gosh! No Disney Magic, huh? Thanks for the heads up on that. I won't be expecting much of the wonderful service we normally receive from CMs at the WDW resorts.

 

[lovingthemouse]

Please remember that there are many experiences that guests have, and no two are the same.

In my 11 yrs of staying at the Dolphin, we really have had wonderful vacations, and in our experiences, have always had prompt service when requested, and very courteous interactions with staff.

Sabnrob06, I am sorry to hear that yours was not a good stay, and hope that you do contact guest services or the manager, and receive some satisfaction.

As for the "whole Disney experience," I feel we have had it continually. I hope your next experience will be more magical.

 

[TaraPA]

Please remember that there are many experiences that guests have, and no two are the same.

This!

So sorry your stay wasn't as great as you had hoped. That's always a disappointment!

We go to WDW 2-3 times a year, and I can honestly say that the staff at Swan/Dolphin has almost always been more courteous & helpful than the staff at any WDW resort. I guess it can be hit or miss, as seen here, but we've always had great service.

As far as the fees at S/D, yes there are some. No one "likes" them, but again, they're not Disney-owned, so the consumer has to be aware of this up front by reading the info when booking. Almost all major hotel chains are charging some sort of convenience fee in this day & age, so what S/D is doing, while not favorable, is certainly considered the norm.

As far as not feeling the Disney magic - I wouldn't expect to, they're not owned by Disney. Their CM's do not work for Disney. I think if you go in expecting it to be the same as a WDW Resort, you may be disappointed. Now I don't need to be immersed in Mickey heads to feel it, I think the Swan & Dolphin provide their own sophisticated level of Disney magic. Just hearing the horns of the Friendship boats, or looking out & seeing Epcot, The Boardwalk or ToT is all I need to know that I'm right there in the heart of the most magical place on Earth!

 

[Flews]

Please remember that there are many experiences that guests have, and no two are the same.

In my 11 yrs of staying at the Dolphin, we really have had wonderful vacations, and in our experiences, have always had prompt service when requested, and very courteous interactions with staff.

Sabnrob06, I am sorry to hear that yours was not a good stay, and hope that you do contact guest services or the manager, and receive some satisfaction.

As for the "whole Disney experience," I feel we have had it continually. I hope your next experience will be more magical.

I agree with this. One of the reasons we switched to the Swan after staying at many other WDW resorts, was we had a very bad experience at the AKL Villas. Worse than what has been posted above. So we decided to give the S/D a try, and have loved it every single time. It just goes to show you everyone has different experiences, and we really can't judge the future by the past - unless it's consistently horrible or fantastic I guess.

Please let the Dolphin know your concerns so they can address them!

Cheers,

 

[lizabu]

Hello all... I am sad to say that I just returned from a weekend trip to the Dolphin and I was GREATLY disappointed!! I always stay at a Disney resort but a friend wanted to stay here this time and I agreed and boy was it a mistake! I will never stay at this hotel again. If you're looking for the whole "Disney" experience this is not the hotel for you. The staff was Not friendly. They didn't even speak to us when we walked down the hall. The carpeting on the floor was a mess, there was hair in our bathroom when we got there. There was a stain on the comforter and some sort of pad between the sheets and the mattress. Who knows why it was there and we didn't even ask. When we received the bill this morning there was a $ 76.23 charge for a 23 minute phone call plus another $10 in " fees". Now I never use the hotel room phone but it clearly stated on the first page of the "Resort Report" that it included (for a $14 fee) 60 minutes of daily local and long distance calling plus Internet access (which didn't work) and 2 bottles of water. So imagine my surprise when I received the bill. When I went to the front desk to inquire about the charge, I mentioned the resort service package and her response was " I'm aware of it" in a rude tone. . She took it off without hesitation. This left a very bad taste in my mouth and I will be calling the corporate office tomorrow to speak with someone. I was so disappointed in the whole visit and want someone to kno about it. I am not looking for anything except an apology. So, if you're planning n going to this hotel be sure to read ALL of your charges when you receive your bill. Good luck!!

What you've experienced is far from what most people experience. I would suggest calling Starwood Corporate Customer Care and reporting the issues you've had. 1-800-328-6242

 

[tuckerkeys]

My family loves the swan & dolphin. My kids ask to go here rather than a disney resort!

The location can NOT be beat for a non-Disney owned resort. With all the discounts the S/D offer, you are staying at what is the equivalent to a deluxe resort for moderate pricing ( sometimes even less! )

Frankly, I don't care if a hotel staff worker doesn't say hi to me in the halls or wherever...I'm not there to socialize! We do interact with many workers there, from bartenders to the dolphin club sitters and I have never had a bad interaction. I've always found it to be clean - the hotel grounds are immaculate as is the pool area.

 

[turningleaf]

So when you stay at Swan you can use the Dolphin facilities and vice versa? I got confused when I saw there are two different operators, Westin and Sheraton.

We would like to be near the boat dock so we would choose Swan, but which hotel has a nice big pool with a slide for kids? If it's the Dolphin, is it far to walk there from the Swan?

 

[OKW Lover]

So when you stay at Swan you can use the Dolphin facilities and vice versa? I got confused when I saw there are two different operators, Westin and Sheraton.

We would like to be near the boat dock so we would choose Swan, but which hotel has a nice big pool with a slide for kids? If it's the Dolphin, is it far to walk there from the Swan?

Don't know the answer to the first part of your question, but as far as being closer to the boat dock, I don't think there is any difference. It appears to be equidistance from both resorts. If there is a difference its very minor.

 

[bear_mom]

So when you stay at Swan you can use the Dolphin facilities and vice versa? I got confused when I saw there are two different operators, Westin and Sheraton.

We would like to be near the boat dock so we would choose Swan, but which hotel has a nice big pool with a slide for kids? If it's the Dolphin, is it far to walk there from the Swan?

The main pool (Grotto) is between the two hotels. Both have a smaller pooler also.

The boat dock is pretty much in the middle of the two hotels.

Emily

 

[pooh2001]

Sorry to hear about any bad stays.
We have stayed at the Dolphin twice in the past and will go again in June.

We inspect the room when we arrive -
Check the beds for stains, footprints and bedbugs
We flush the toilet and and run the bathtub to look for clogs
We try the A/C unit, and now the refrigerator in the room.
We open every draw and make sure they are empty.
We try the clock radio and TV.
Even go out to the balcony, check the sliding door and the chairs outside.

If good we then unpack, if not good, no unpacking in anyway.

When we are all done with our inspection, we either go to the front desk with our concerns or call housekeeping for extra towels and thank the front desk for a wonderful room.

I hope our room is in great shape. The Dolphin is fully booked and no other room may be available. The Swan is fully booked for our dates too.

I am not sure where they would send us if our room is a disaster

 

[lizabu]

So when you stay at Swan you can use the Dolphin facilities and vice versa? I got confused when I saw there are two different operators, Westin and Sheraton.

We would like to be near the boat dock so we would choose Swan, but which hotel has a nice big pool with a slide for kids? If it's the Dolphin, is it far to walk there from the Swan?

Yes. You're free to use the facilities at both properties. The boat dock is exactly 1/2 way between the 2 hotels. The grotto pool is closer to the Dolphin than the swan. It's about a 5 minute walk from the Swan. Both hotels have a Lap pool and hot tub. Even though the two hotels are different brands they are both owned by Starwood. If you're staying at the Swan and you eat at a restaurant at the Dolphin you can still charge it back to your room no problem.

Sorry to hear about any bad stays.
We have stayed at the Dolphin twice in the past and will go again in June.

We inspect the room when we arrive -
Check the beds for stains, footprints and bedbugs
We flush the toilet and and run the bathtub to look for clogs
We try the A/C unit, and now the refrigerator in the room.
We open every draw and make sure they are empty.
We try the clock radio and TV.
Even go out to the balcony, check the sliding door and the chairs outside.

If good we then unpack, if not good, no unpacking in anyway.

When we are all done with our inspection, we either go to the front desk with our concerns or call housekeeping for extra towels and thank the front desk for a wonderful room.

I hope our room is in great shape. The Dolphin is fully booked and no other room may be available. The Swan is fully booked for our dates too.

I am not sure where they would send us if our room is a disaster

If there were absolutely no other rooms available they would walk you to another hotel of equal or greater quality at their expense. They would likely also comp at least some of your stay if not all of it. Walking a guest is seriously expensive for a hotel.

 

[Flews]

So when you stay at Swan you can use the Dolphin facilities and vice versa? I got confused when I saw there are two different operators, Westin and Sheraton.

We would like to be near the boat dock so we would choose Swan, but which hotel has a nice big pool with a slide for kids? If it's the Dolphin, is it far to walk there from the Swan?

Think of it as one, large resort, in two similar buildings. The Dolphin is slightly larger, so has a few more shops and the laundry room. Everything else is pretty well shared. The diffierence in walks to the boats and/or the pools can be meansured in minutes, if not seconds.

I could hit a pitching wedge from one to the other...

Cheers,

 

[MommyPoppins]

We are set to check in on Thursday(so excited!!) I just looked online at my reservation and it says,"resort view/king bed" we booked a regular room(king bed). Does that mean we got upgraded? Or can that change at check in?

 

[LexiC123]

We are set to check in on Thursday(so excited!!) I just looked online at my reservation and it says,"resort view/king bed" we booked a regular room(king bed). Does that mean we got upgraded? Or can that change at check in?

You sure did! A regular room would be listed as "limited view". Congrats!

 

[MommyPoppins]

You sure did! A regular room would be listed as "limited view". Congrats!

Yay so excited!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

 

[Dan Murphy]

The boat dock and the pool area are shared equally by both resorts and are equidistant from both. If you have a room in the far east side of the Dolphin, it is probably a bit further walk to the pools than from the Swan.

 

[melissam2003]

I have read the thread & found so much helpful information!

I'm in the middle of planning our first trip to Disney which has been extremely overwhelming! We have friends that are planning to stay at a Disney All Star resort but however I've been leaning to the Dolphin resort!

-Again this is our first trip, no kids & we are both in our 20's considering this do you think the dolphin would be a great stay for us?
-I have major hotel phobias & by the looks of the photos I believe I would be content in staying here
-I have joined SPG after reading the thread & wondering if joinging AAA would be worth it also for us?

Thanks for all the information in this thread it has been EXTREMELY helpful, Hoping to have our room reserved within the next few days for beginning of Oct.

 

[chrisf21]

so the upcoming trip approaches... and boy am I glad I booked when I did... swan is sold out for my dates now.... i think the aaa membership is worth the discount on the room rate. for my dates it was the cheapest.

 

[RachelTori]

I have read the thread & found so much helpful information!

I'm in the middle of planning our first trip to Disney which has been extremely overwhelming! We have friends that are planning to stay at a Disney All Star resort but however I've been leaning to the Dolphin resort!

-Again this is our first trip, no kids & we are both in our 20's considering this do you think the dolphin would be a great stay for us?
-I have major hotel phobias & by the looks of the photos I believe I would be content in staying here
-I have joined SPG after reading the thread & wondering if joinging AAA would be worth it also for us?

Thanks for all the information in this thread it has been EXTREMELY helpful, Hoping to have our room reserved within the next few days for beginning of Oct.

Yes, I think 20-somethings would much prefer the Dolphin (or Swan) over an All Star resort! The proximity to Epcot and DHS alone make it worth it!

Are you planning to attend the Epcot Food & Wine Festival? You will be sooooo happy you booked Dolphin!

October is historically a busy month at both Dolphin & Swan though so I wouldn't take too long deciding. If there's room availability, grab it!

I know it all seems overwhelming to you now, but you are off to a good start! With the research and planning you are doing, I predict by the time your trip rolls around, you will have it all together and have the time of your life!