This is my first review ever on Trip Advisor and I just had to let everyone know how poor the "customer" service was here. We checked in on May 26th for 2 nights and booked the room through entertainment.com. Does anyone not book a room through a third party anymore? If so the number is low. Anyways, my wife found a good deal and booked it a couple months ago so we could spend a couple of nights close to Downtown Disney. We spent the previous 7 nights at Orange Lake Resort in Celebration which is beautiful. She chose the Royal Plaza over the Hilton because we were supposed to receive breakfast for our family of four for each night. Well, at check-in the front desk only give gave us vouchers for my wife and I and not our kids....we thought ok the kids must not need vouchers. We get to the restaurant the next morning and they told us the kids will have to pay without a voucher. Really? So my wife and I take our booking confirmation to the front desk as proof that we were supposed to get 4 breakfasts a day(kids included). IT WAS IN BLACK AND WHITE! The manager refused to honor it and said the we could always call entertainment.com because they made the error while booking it and it wasn't the hotels fault. I was dumbfounded. It was Sunday morning on Memorial Day Weekend and I told her we didn't have time. We were after all at Disney World and to be honest why should I call "their partner" to try to fix something I didn't do. I never thought a hotel would throw away a future guest over 4 kids breakfast buffets. Well they did. Never have I seen anything so petty, never. If anyone has any other questions about the resort I would be happy to give my feedback. Just message me. I should call entertainment.com.....pfffffff!!!!!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
lennylexi, thank you for sharing your recent experience at the Royal Plaza Hotel with us. Based on your feedback, I was able to determine that your interaction with the manager was one of the Guest Services Supervisors. On behalf of the Guest Services Team, please accept our sincere apologies for not providing the level of service we are committed to provide. Even though it was one of the busiest traveling periods of the year, the treatment you experienced is absolutely not acceptable. I recognize this as a coaching opportunity with my team. I will go through your review line by line with my team to help ensure that this does not happen again. It is my hope that you will give us a chance to impress you during your next visit to Orlando.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.