I always try to be fair and balanced in my reviews, but this hotel needs major refurbishment and an overhaul of housekeeping. Some staff are very customer focused and professional, others seem to thin... more
I always try to be fair and balanced in my reviews, but this hotel needs major refurbishment and an overhaul of housekeeping. Some staff are very customer focused and professional, others seem to think the customer needs to understand how they do things. Also, be aware there is MAJOR construction taking place (as of Jan 2020)
At check-in (by one of the professional staff) I was given a room away from the construction - they mention construction on their website, note this is not refurbishment, but basically the addition of a whole new hotel attached to this one!!
My room was in one of the worst states of repair I've had for a long while (I travel a lot - am even Best Western Diamond Select), but was told they are all pretty much the same when I asked about moving. Most of the furniture was badly scuffed and marked, the patio doors did not close properly & were covered in scratches and cobwebs (rubber seals hanging off); both the sink unit and bath plugs were broken, even the door hinges are rusty. There's more, but you get it.
My biggest problem came with housekeeping - they seem to know this and offer Best Western points in advance if you decline the "service". These are probably far cheaper than employing a couple more housekeepers and looking after guests properly, but sadly the $13.95 additional "resort fee" per night doesn't seem to cover hotel basics....
I had an early start at 5am and got back to the room at 4:15pm wanting to relax and the room had not been made up - a call to guest services had someone inform me they do housekeeping until 5pm, but if they came I'd have to leave! A follow on call to the helpful Justin to vent clarified this and I declined housekeeping that day so I could relax - after I made my own bed and replenished the toiletries of course ;-)
Following day I was back in the evening and room had been serviced, but 3rd day got back around 3:30pm and room still not made up. They arrived around 3:50 and I had just had a shower - as the door lock doesn't work properly only the metal bar thing stopped what could have been an embarrassing incident as they tried to get in!! I 'declined' leaving the room so they could make it up, so 2 of 3 days my room was not serviced - this is pretty much a vacation area so really not on. I can't remember the last time I got back to a room after 3pm and it had not been touched.
Basically, expect to make your own bed and sort things out (they will send up extra coffee and shampoo when you ask)....
I come to this area a lot and know the location which is great for both Disney and getting around so thought I would give this hotel a try using a mix of points and cash - I genuinely regret that. Spending a few dollars more on other hotels in this area (ie Disney Springs/Hotel Plaza Blvd) would be money well spent. less