Not good experience; Would not recommend.
Reviewed 21 September, 2021
This is a long, thorough but totally honest review.
We have been Disney Annual Passholders for many years. This was our first time staying at the Swan and Dolphin and hoped it would not be our last. As of now, my first reaction is to say that this was our first and our last stay.
The only pro to staying here is it can be slightly less money than other nearby resorts and you still have the benefits of walking to Disney’s Epcot and Hollywood Studios (or taking the water taxi). However, I’ve learned that you get what you pay for, and I would rather pay to stay at one of the Disney resorts in that area, than save a little money and stay at the Swan & Dolphin again.
My first frustration came right at check-in. The line was long, which I expected and that’s okay, I get it. However, when I checked in, there was a long line ahead of me as well as a line built up quickly behind me, and when I finally finished checking in, I was the only person still at the front counter. The gentleman who helped me was super friendly, but it was TOO much. My time AT the check-in counter was 40 minutes! This does NOT include the time I spent in line; my time at the counter, which should have been a breeze, took over half an hour. My 8-year-old was SO angsty. The man kept trying, hard, to upsell me and upgrade me for extra fees and I kindly said how we don’t plan to be in our room much at all and that I am fine with what I booked already… which he even said was ready… then he took FOREVER doing who knows what, and then says how he can upgrade me to this and that for $40 more a night… I politely reiterated about being okay with what I booked and not planning to spend much time in the room. Then he kept going on and on about the upgrade and I wasn’t trying to be rude but I basically said Okay sounds good I just want to check in and get going. He then took a while longer doing stuff and says he can upgrade me for $20 more per night for this and that... and I yet again reiterated, however I was frustrated at this point and said sure whatever, I just want to check-in. At this point my son had come to the counter several times asking how much longer. I was frustrated but kept my cool… and the man just keep going on and on about his life in detail and all we wanted to do was check in. I was extremely frustrated about the check in.
Then we get to the room, which felt like miles and miles away from anything. Like I said originally, we did not plan to spend much time in the room anyways…
The main hallway light in our room did not work, which was frustrating because the hallway where the closet is, is very dark. I mentioned this but they said it would be a while and it was late at that point and said to call back the next day (but we were too busy). So we just dealt with that.
FYI the “double beds” are extremely tiny and uncomfortable. I read that they were small but didn’t realize they were that small. The sheets feel like paper.
I would highly recommend they put some extra hooks somewhere on all the ample blank wall space near the closet and bathroom. There was only one hook on the back of the bathroom door, and then a small rack to hang maybe two towels also behind the bathroom door, but there was hardly any ventilation so they remained wet the entire weekend. There is so much blank wall space in the sink area and in the hallway near the closet to which a few hooks could be. On that note too, the bathroom is SO small you can hardly close the door if you don’t stand just right inside of it. Just FYI to those who cannot do tiny bathrooms.
The biggest issue we had was blood on the bathroom door. When I was getting out of the shower the first evening, I reached for a towel, which had black stuff on it so I didn’t use that one and got another. Afterwards I did run water over the dirty towel and the black came right off so that was off-putting. The biggest thing was finding that the bathroom door had blood smeared along the back of it in some spots, as well as a bloody handprint near the handle and the door jar. I was completely repulsed. Any woman would recognize the bloody handprint, I think we have all been there… however, HOW does that get missed during cleaning. Handles should be wiped down anyways, but to miss that?? I was completely disgusted I took photos and then spoke to my husband and we went to the front desk to ask for wipes to clean blood that was not mine... the gentleman there gave me some Clorox wipes to which I asked my husband to wipe it as I just couldn’t do it—it was triggering to me as I have not had a period yet since my miscarriage (which actually happened during a Disney vacation) in February. My husband cleaned it all up and said it wiped off and was not a stain at all. I still couldn’t look at the door the same after all that. I also could not stop thinking about that every time I touched anything in our room.
The man that was at the desk when I asked for wipes wrote down an email—I am uncertain if it was his or someone else. I emailed it when we returned to the room and included photos as he said to do, and I have yet to even get an acknowledgement back.
Our whole experience at the Swan and Dolphin was just very off-putting and we were very excited to stay and hoped it would be good and we would have a new hotel to stay at when we go to Disney, but this was not the case.
I wish I had listened to some of the honest comments I read prior. I hope they can make some changes ASAP. I know things are really tough right now for all businesses but this was not good… and I only touched on main points too… I am NOT one to complain, I hate complaining especially right now. This was just an honest review and the blood thing was NOT good.
Reviewed 20 September, 2021
Best hotel at Disney! The service and amenities are amazing! I’ve stayed at other Disney resorts and this is my favorite. Kids love the pool for those days that you need to unwind after crazy hours at the park! And they also love the crafts!
Reviewed 20 September, 2021
Hotel was nice, staff is not as friendly as I had expected, some very nice, some just OK, but this review is for the Fresh restaurant. We went to Fresh for the buffet breakfast, food was mediocre, and service was terrible. The waiter was terrible, we overheard him complaining about the gratuity left on another table. When we signed the check to be charged to the room, he did not wait for us to leave to pick up the check, he picked up while we were there and immediately opened it, I suppose to check the tip. I had the feeling that the waiter made his tables uncomfortable. There was no manager to bring this up. Bad experience.
Reviewed 19 September, 2021
I had really high expectations for this resort, especially because it has Disney in the name. Everyone knows the Dolphin/ Swan hotel it has been a staple for so many years. So when I planned my trip to Disney & saw that the Dolphin was in my price point, I booked. (I should of read the reviews first)
We checked-in on Friday at 2pm. The valet guy came and asked if we wanted to self-park or valet & if we were checking in. I told him let me check-in and I'll decide when I come back. I walked in to the entryway and it was nice but very outdated. Walked to the check in line and waited about 8 minutes, there was 3 receptionists. Check-in was easy card and id the lady did try to upgrade our room for an additional $40 and we declined. We really aren't going to be in our room this trip.
Decided to valet and went to our room. There are 3 elevators East, West and Central. We were on the East side on the 5th floor. We got to our room and there was a constant peeping sound. We figured it was because our room was behind some machinery and looking the back loading dock. We decided to give it a chance and see if the noise went away. We got a bus to Magic and came back hours later, still the beeping. Got our room upgraded away from that constant beep for $20.
The next day we had breakfast reservations at 7:45 at Fort Wilderness, we called for our car. We went down 8 minutes later...no car...every valet attendant was in a circle talking. That was infuriating, the girl never called for the car. Spent the day at the pool and ordered service and it was awesome. The way they setup the tags on the beach chairs were great. Came back to our room, and it was never serviced. I started a chat with the hotel at 5:27 and requested light service. I just needed the beds made and fresh towels.
Called for our car again, went down 5 minutes later. When you call for valet they tell you to give them 10 minutes. We got there and we saw our car being driven away for the valet guy to get another car. We called for our car and 5 minutes later you put it back? Excuse me? So the guy decided to be lazy and instead of walk to get another car he decided to take ours? We had to walk to get our car. That was so upsetting and we were running late for dinner.
So remember that service request at 5:27pm... got to my room at 1am. Room still bit serviced.
No idea how Disney has there name on this but this has been one of the worst stays. The beds are hard as a rock, my toilet barely flushed, and the hotel needs major updates.
Very bad experience. I would not consider it again.
Reviewed 17 September, 2021
Worst hotel I have ever stayed. My friends recommended this hotel many times, so I booked it for September 5 – 12. I even convinced some other family members traveling with me to stay with us instead of a Disney World Resort, and I am so disappointed. They had even worse issues. We are a family of 2 adults and 2 kids and booked a suite.
Our experience was awful. It was a mess, very dirty, carpet looked like it was cleaned many years ago, the restaurant (fuel) was out of disposable plates for the third day of our stay, and never received plates again during our stay. They were out of bottled water and I called many times to lobby and they didn’t have.
Our bathroom had a long black hair (we don’t have long hair nor black hair).
On the first room we were allocated, there were ANTS everywhere, including towels, tables, literally everywhere.
They sent somebody from lobby to spray the room with insect killer and I believe the formula they used was not for indoors because my kids started coughing, can you imagine that?.
They allocated us in another room (first 12087 central, then 10139 west).
I called desk services 3 times to request carpet cleaning because it was dirty and they never did anything. The webpage images looked very different than what I received.
It is not fair that we chose this hotel to rest after a long day and we paid a lot, and we had an awful experience that made us believe that we were at a 1 star hotel.
And if you thought that we received a discount for all the hassle that we went through, you are wrong. We paid the full amount. No discount. Only an email that they were sorry, just after we answered the check-out experience form, not during our stay.
I usually don’t make this type of complaints but this needed to be addressed. I hope you do something.