Let me start by saying that I've stayed at the Waldorf on 3 other occasions and have had nothing but positive experiences. I considered it my "home away from home" in Orlando. Since I've stayed at this property before, I'm completely aware what the typical room configuration is supposed to be for the type of room I booked. I booked a suite with a balcony looking over the golf course as I enjoy relaxing on the balcony after a long day at one of the local amusement parks. When I made my booking (3+ months in advance), I specifically requested that the room be located on a mid-level floor overlooking the golf course. I understand that this is a request and not a guarantee. Unfortunately, the problems started immediately upon check-in. After checking in we went up to our room only to find that the key card was not working so one of us had to go back down to the front desk to have them activate it.
Once inside the room, the bathroom configuration/layout was not the same as the previous rooms I've stayed in for the same price… A nice soaking tub and a very large glass walk-in shower is the norm. The room I was assigned had only a tub/shower combination and no separate shower. Additionally, the room location was not overlooking the golf course as requested. I had been attending a conference earlier in the week at a low-level Disney property so I was really looking forward to arriving at the Waldorf. To my disappointment, the Waldorf bathroom was configured with little to no more amenities than the Disney property that I had just left... at least not enough to warrant paying double the price. I went down to the front desk and requested to be moved to another room. They were unfortunately fully booked and could not accommodate moving me until the next day. I agreed and was instructed that I would need to pack up my things in the morning and bring them to the bell desk before I left for a day at the parks. They would then check me into the new room when I came back the next evening. After expressing some frustration at the inconvenience, I was given 4 drink vouchers and after pushing further, was given a $100 resort credit. At that point, I was in agreement with the plan and felt sufficiently compensated.
After being in the room for about 20 minutes and thinking about leaving all of my belongings, including my work laptop, iPad, Kindle plus other valuables at the bell desk for the day, I decided it wasn't worth the trouble nor the risk so I called the front desk and left a very specific message for the front desk manager I had been working with (Marichel... sic?) and advised that I would not be moving and that I would take up my issues with Corporate after my stay if necessary. The next morning we left around 8:30am and arrived back at the hotel after 8:00pm. We entered our room, using the same keys we had at been issued at check-in, only to find another guest checked into our room! Our unpacked belongings had been gathered by a bellman and haphazardly put on a bell cart... EXCEPT the contents of the safe that included thousands of dollars’ worth of laptops, iPads AND a diamond necklace valued at almost $20K. The gentleman was very gracious, despite us walking in on him in his supposedly private and secure room, and let us gather the items from the safe as well as a few other items that the bellman had not taken (clothing in the dresser, etc.). We then went down and asked to speak to the hotel manager about the issues... primarily the many breaches of security. Marichel advised that the hotel manager was in a meeting and unable to assist us so we reiterated the sequence of events and our concerns. Most importantly the security issues... 1) that another guest had been checked into a room that still contained our valuables and 2) that the key card had not been deactivated and we were able to enter the room of another guest. Marichel advised that she would investigate the incident and offered us 1 complimentary night of the 4 nights we had reserved. In my opinion this was insufficient compensation for the many challenges we had experienced thus far during our stay. My expectations were more around 2 complimentary nights which would equate to half of our stay... I thought that was fair. The rest of our stay was thankfully uneventful but we never heard from Marichel or anyone else at the hotel to explain what their investigation uncovered from the incident.
Before I checked out, I expressed to the front desk that their communication was severely lacking and should be looked into. Additionally, their overall customer service was extremely disappointing for a luxury hotel chain and the quality of the room was also disappointing... one phone wasn't connected to anything so it obviously didn't work, the tub handle fell off, the toilet wouldn't flush, etc. Upon arriving home, I contacted Hilton Worldwide to register my complaint. After waiting for 2 weeks for a response, I received an email simply stating that they had given me 1 complimentary and basically that was that. Very disappointing indeed! To say the least, I'll be staying elsewhere for my next trip to Orlando.
- Official Description (provided by the hotel):
- Waldorf Astoria Orlando is an elegant oasis of contemporary luxury surrounded by Walt Disney World(R) Resort. This refined luxury hotel offers guests an ambiance of stylish sophistication replete with celebrated amenities and impeccable personalized service. The resort offers a plethora of recreational activities perfect for networking and relaxation. Enjoy a round of golf on our championship course; rejuvenate in our European-style spa; or take a refreshing swim in our pools and discover the ultimate escape in a private cabana. Our dining experiences are unparalleled, from fine dining at the renowned Bull & Bear, to casual dining poolside. Complimentary luxury motorcoach transportation is provided to all four Disney theme parks and the Downtown Disney Area. Our team is passionately devoted to attending to every detail of your stay. We look forward to welcoming you. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Expedia, Hilton Hotels, TripOnline SA, Odigeo, getaroom.com, EasyToBook, Hotels.com, Agoda and Jetsetter so you can book your Waldorf Astoria Orlando reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Waldorf Astoria Orlando Hotel Orlando