This is my second stay at the awesome Wilderness Lodge. To sum it up the property is stellar, the room was great, and the service this time unfortunately had many missed opportunities which made me wonder what had changed since my last visit. What follows is a very detailed bit of whining from me but I’m in customer service, Disney is a gold standard, and they fell flat on their face with me this time. I love Wilderness Lodge, Love the room, the boats, the transportation, but there were too many missed opportunities to avoid discussing.
I’ll start with my disappointment at check-in. We arrived the same time we did last time, around noon. Our previous visit had 2 rooms, this visit we only had 1 – a bunk bed room.
As I walked in I was largely ignored (my spouse got our luggage from the Magical Express) as the party in front of me was whisked away by a cast member with an iPad. I assumed she would turn her attention to me – no such luck. I followed them in, she warm transferred them to a front desk agent and let me lurk around on my own. I stood at the queue line (which is the only bad part of the lobby – there’s a very loose line set-up and any time I was there I noticed multiple agents avoiding eye contact and working on PCs). Eventually I was called on by an agent. She handed me our guest packet without explanation, said the room wasn’t ready and told me to be sure to pick up my refillable resort mugs at Roaring Forks. I thanked her and asked when the room might be ready (there was a bit of a language barrier…I’m pretty sure I had the same agent two years ago and she was delightful, this time she just wasn’t very awe-inspiring). She picked up a phone, called someone and again said “Your room isn’t ready,” asked for a cell number and said they would text me when the room is ready (I was given the option of Text or Voicemail).
If you’ve ever had to wait for a room with a tired wife and a four year old and six year old, you’ll know how challenging that can be. So we got our mugs, had lunch and stalled for 2 more hours (prime park time on our best weather day). At 2 PM I got nervous - we had a reservation for a pirate makeover for 2:40 PM and it was 2 pm. Against my wife’s protests we changed into warmer attire in the bathroom – again delightful with a six and four year old.
Before leaving I went to the concierge – I was never really told if I had my park passes, and I wanted to check the status of the room. Another wait in the awkward line…when I was approached by a guy dressed as a park ranger. He offered assistance – and I told him I had 2 questions – the first was when will by room be available. His response “Did you give a notification number” to which I nodded I did. “Well if they have your number you will be notified at the exact moment we will be in the system.” It was clear that he didn’t understand my question or didn’t care. He confirmed that I had my park passes and I headed to the bell stand to check in my carry-on luggage. They redirected me outside where I dropped off my luggage and a $10 tip.
Long story short – to this day I have never been notified that my room was ready via my notification number. While checking in for dinner at 5 pm I called for a status “your room is ready – it’s 5004” I inquired if my key was activated and was told it had been. I also requested my checked luggage be delivered – I was told that could not be done unless I was there – yippee! More tip money.
After a long day at the park we headed back to the lodge at 9 PM. We stopped at the Bellman’s desk, dropped our ticket to request our bags, they confirmed our room and we headed upstairs to await their arrival. We were in the section closet to the water, so taking the main elevators made for a long walk – but no one told us where we were so we were none the wiser. Very tired at this point and relieved to finally get in the room, we promptly tried a key and surprise! None of them worked. Frosted, I called the front desk – which actually goes to a call center – they assured me that someone would be there immediately.
Luckily – while on the phone with the call center, a bellman came – and got us in the room (another $10 tip). He called down as well and told them we needed assistance. Our desire to leave to go get a beverage was squashed because now we would be locked out of the room. It took over 30 minutes to have new keys issued. I never received an apology – a comment, nothing from the property. I made sure that the call center, bellman, and front desk person knew that I was disappointed – but I was cordial about it…more flies with honey right?
My last bit of service whining is with housekeeping. When you look through trip advisor’s pictures you’ll see a bunch of cute towel designed animals. In five nights we had (1) 3 circles on our bed representing mickey and (2) a little bird made out of a wash cloth. Disappointing.
The good news is our bunk bed room was great, we could actually see MK’s fireworks, and transportation via boat and bus was simply stellar. We did the hidden Mickey’s worksheet and our kids received trading pins for completing it – the resort itself is just fantastic. I just regret the lack of personal attention and attention to detail that Disney normally delivers.
Lastly - more of a PS - the queen mattress was not good. I was so exhausted each night it didn't really matter - but I was surprised by how bad it was.
- Official Description (provided by the hotel):
- Escape to the rustic majesty of America's Great Northwest. Inspired by turn-of-the-century National Park lodges, Disney's Wilderness Lodge celebrates American craftsmanship and honors the beauty of the untamed wilderness. Soak in the splendor of the great outdoors, from nature trails through pine forests to rocking chairs that overlook a murmuring creek. Inside, discover towering totem poles, headdresses and more, and sink into a plush leather armchair in front of the roaring fireplace. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Cancelon, Priceline, HotelsforEveryone, TripOnline SA, HotelsClick and HotelQuickly so you can book your Disney's Wilderness Lodge 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:
- Disney Wilderness Hotel
- Disney Wilderness Lodge
- Disneys Wilderness Hotel
- Walt Disney World Wilderness Lodge
- Wilderness Lodge Orlando
- Wilderness Lodge Resort
- Wilderness Lodge Disney World
- Disney Wilderness Resort
- Disneys Wilderness Lodge