Upgraded for our honeymoon Posted Jul 5, 2013
My husband and I were staying at Disney for a week, and had booked 4 nights at the Beach Club, and 3 at the Swan, just to see two different places. We requested early on to be upgraded, if possible, for our honeymoon, and were given a room on the top (12th) floor, which had a stunning view, the biggest bathroom I've ever seen, and a huge, beautiful room. The bed was the most comfortable I've ever slept in, and it was all immaculate. I can't say enough about the room, and how grateful we were for the upgrade! On the downside, we struggled with customer service of the hotel staff, with the exception of one of the men working with luggage. He was maybe in his 40s or early 50s, gray hair, absolutely lovely man who said he'd been working there a long time and was the only one who could give us answers (and in a friendly manner, too). Very helpful chap. Everyone else, however... when we checked in, it was a vastly inferior experience to the Beach Club. The people on the desk seemed rather fake, and gave us no information up front - about parking, how to find our room, pool or health club hours, etc. At the Beach Club, we were told all this without having to ask, which is how it should be, in my opinion. We asked various people en route to the elevators where our room was, and the girl working at the Business Centre said, "You must be in the wrong hotel. There IS no 12th floor here." She continued to tell us we must be staying in the Dolphin instead, despite the fact I told her we had JUST checked in here and had our key in our hand. So we wandered around and ended up back at the helpful guy working the luggage, and he took us to the elevator and showed us the 12th floor, and had our luggage sent up. I wish I remembered his name because he deserves a raise for being the only friendly, helpful person around. Seriously - how can someone working in a hotel not know how many floors there are? Even if the girl didn't know where our room was specifically, I think she's in the wrong business... The downside to our upgrade was that all night long, we heard the elevators as we were the room closest to them (Room 1201). Also, our room adjoined another, which was filled with children (fine, we're at Disney) who had an ELECTRIC PIANO with them. What the..?? Seriously, they were playing it all day long one day, and I use the term "playing" loosely. They were banging away at the keys. That's not the hotel's fault, per se, but I find it odd that children would be booked on the "preferred guest" floor and that they'd be allowed an electric piano. It can't have been that they were there and practicing for some competition because they couldn't carry a tune if it had handles. When we went to take our car out for the day, I asked at reception how to exit the parking lot, as we received a paper ticket when we came in that said on it to hand it over to the reception. The girl looked at me like I was an idiot and said, "You use your room key," just short of saying, "--OF COURSE." She had a smirky, unpleasant attitude and had I simply been told how the parking lot worked when I arrived, I wouldn't have had to put her out with such a question. Customer service and piano-playing-children and elevator noises aside, the room itself was stunning. Customer service in the restaurant (the Italian one, I forget the name) wasn't great either. A lot of fake smiles and the food seemed to be reheated as it was ready immediately. I would go back for the room and the view (if we had the 12th floor again) as we could see the Magic Kindgom fireworks the nights we weren't in the park. But I would go back prepared mentally for the unpleasant customer service. I'm grateful to whichever friendly employee answered the phone when I called about early check-in, and whoever upgraded us. Overall, an excellent experience, with a few questionable points that could be ironed out. Starting with that girl at the business centre!