This is a hotel with a split personality. The desk staff and concierge are accommodating and as pleasant as could be. However, housekeeping was awful and the breakfast buffet staff lacked professionalism.
Upon arrival we were greeted in a friendly, welcoming manner. We were given a clear explanation of how the hotel is laid out and blah, blah. The only miscue was that the young lady forgot to give us our breakfast vouchers which came with the package. No harm done. We picked them up the next morning. The next day, we returned in the late afternoon after a day at the theme parks and realized that nobody had made up our room. I called the front desk and asked that housekeeping come and take care of this. Arrangements were made so that the room would be cleaned while we were out to dinner. We returned from dinner at around 9 pm and our room still wasn't cleaned. Obviously, we were tired and just wanted to get ready for bed and rest by that time. Waiting for housekeeping to come and do a full cleaning was not in the plans. We asked for some clean towels and some shampoo for my 2 daughters who were staying with us. A woman from housekeeping showed up at our door a few minutes later with a stack of towels and some shampoos sitting on it and handed the wad to me without so much as an apology or even a smile.
On our last night at the hotel we boarded one of the 2 elevators to get to our floor. We got on with 2 gentlemen we didn't know. As soon as we got on we realized that someone had gotten sick in the elevator before us. The smell was obvious. It appeared to have been there for some time because it had spread widely. We all quickly exited before the door closed and told the concierge, who was the closest to it. He looked aghast. I don't totally fault the staff for this, but with the state of housekeeping there, I wouldn't be surprised if they ignored it until someone complained. It's unclear as to whether or not it was a coincidence, but all in my party suffered from intestinal illness for the next several days.
The food at the breakfast buffet was not bad, but the staff one day lost track of the fact that there were no more forks. It took them far too long to replace them and they had to be reminded. Guests with less manners than others also were taking advantage of the disorganized staff and violating a couple standard rules of buffets. They were taking dirty plates back for refills and even eating from the dirty plates as they were refilling them. Obviously, this creates a real health concern for transmission of disease. Kids were out of control and running amok. The staff had completely lost control of the dining room. It was worse than a middle school cafeteria scene.
I made these reservations late and now understand why this hotel had some vacancies while most were booked solid. There seems to be some sort of management issue which needs to be addressed. I know the hotel has a good location in relation to Disney World, but I don't agree with many of the reviewers. Just because a room is big, quiet and attractions are close, doesn't make it a good place to stay. Perhaps I just expect to get value for a dollar. Service equals value at a hotel.
- Official Description (provided by the hotel):
- Contemporary All-Suite Resort Hotel located in Walt Disney World Resort. ... more less
- Reservation Options:
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- Also Known As:
- Doubletree Suites By Hilton In The Walt Disney World Hotel Orlando
- Walt Disney Orlando
- Doubletree Hotel In World