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“Very poor service in the restaurant”

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Best Western Lake Buena Vista - Disney Springs Resort Area
Ranked #177 of 342 Hotels in Orlando
Reviewed May 2, 2014

We had dinner at the restaurant on April 29th. We ordered shrimp fajitas and beef fajitas. We waited 30 minutes before the meals were provided. The meals were cold because they were waited at the kitchen for too long. The shrimp fajitas was more expensive, $13.99. We found only four shrimps in the meal. We talked to the manager at your restaurant at that night. She told us they were too busy to take care of us., and she didn't think they have a poor services.

  • Stayed: May 2014, traveled on business
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Review collected in partnership with Best Western
Thank Yuduo Z
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Youssef B, Front Office Manager at Best Western Lake Buena Vista - Disney Springs Resort Area, responded to this reviewResponded May 8, 2014

Hello.
I appreciate you taking the time to let us know about your recent stay. We attempt to deliver a good stay at a fair price to all of our guests, but we obviously did not meet this goal with you. I apologize for that. We will use the things you mentioned as a training opportunity for the departments involved, in hopes of improving our hotel and staff for future guest stays.
Sincerely

Youssef B

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Reviewed April 30, 2014

We had read some rather bad reviews on Booking.com after we made our reservation, so I called the hotel directly to get some info from them. After speaking with the Front Office Manager, I felt better about everything so we decided to keep our reservations and go. We arrived early and was greeted most pleasantly by Shayla at the front desk, we had asked for a room on a high level if possible and to our surprise after my phone call, we were upgraded to an even better room, (one we will specifically ask for when we return). Manager on duty at the time, Steve, went out of his way to make us feel at home. We checked in and took off for Disney to spend the day. When we returned we were greeted by name and shown to our room. Contrary to the reviews we had read, the room was spotless, everything was what we expect a good hotel to be. The view was better than we have had at any hotel during our Disney stays,
(which are often). To this point we had not met with Yuseff with whom I had spoken on the phone. Later that night (around 10) we were lying in bed resting and there was a knock on the door. It was Yuseff, simply wanting to know that everything was as we had expected it, concerned mostly with cleanliness. We assured him we were perfectly happy with our accommodations and how impressed we were. with the view. The next day we were greeted with a lovely fruit bowl and a thank you for choosing Best Western.
To keep this short, yes, we will go there again, yes, we will recommend it to anyone and want to make mention of a special thank you to Yuseff, Steve, Shayla and Christina, whom we felt all went out of their way to make our stay perfect.
People who complained about the time it took the bus to get back and forth from the hotel to the different Disney properties, Disney is a very large area, it does take a while to make the trip, but as we were entering the properties on our bus, we passed rows and rows of drivers sitting in their cars waiting to get in. We were dropped off right outside the gate and NO traffic hassle or wait! Yep, we will do it again!. Margaret Eastman and James Mattingley, New Port Richey, FL

Room Tip: If you have concerns, call the location directly, speak with a manager, they are honest and I believ...
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  • Stayed: April 2014, traveled as a couple
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3  Thank Maggieeast
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Katrina T, Guest Relations Manager at Best Western Lake Buena Vista - Disney Springs Resort Area, responded to this reviewResponded May 1, 2014

Mrs. Eastman,
It was an absolute pleasure having you and your husband as a guest's in our hotel recently and would like to thank you for taking the time to provide feedback about your visit. We are very pleased to know that your concerns were addressed before arrival and your stay was a good one- being able to use many of our complimentary amenities such as Disney firework view and complimentary shuttles to the parks.
We hope to see you again, next time you are in the area! Please do not hesitate to contact us if we can be of further assistance.
Best Regards,
Katrina
Guest Relations Ambassador
Katrina.tipton@lakebuenavistaresorthotel.com

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Reviewed April 28, 2014

Considering that this hotel is located in Downtown Disney, I expected more. All we got was just more traffic. Don't spend the extra cash just to "say" you are on property, because there are no additional perks. You still have to pay parking at the parks... Truthfully, you can save a lot of time and money staying off property!

  • Stayed: April 2014, traveled with family
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Review collected in partnership with Best Western
1  Thank Elizabeth S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Katrina T, Guest Relations Manager at Best Western Lake Buena Vista - Disney Springs Resort Area, responded to this reviewResponded May 1, 2014

Elizabeth,
I appreciate you taking the time to let us know about your recent stay. We attempt to deliver a good stay at a fair price to all of our guests, but we obviously did not meet this goal with you and I apologize for that. I would like to clarify that the hotel is a partner of Disney, meaning that we are not considered a "Disney Resort". Our guests do not have the perk of complimentary Disney parking or Magic Hours. However, we do provide exceptional service at a very affordable rate which includes but not limited to complimentary shuttle transportation to all four of the parks, wireless internet, refrigerators in every room. Also, we are conveniently located just minutes from Downtown Disney and Cross-Roads, which have many dining and shopping options without having to travel a long distance!
Again, thank you for your time and feedback and hope you will give us another try next time you are in the area.
Best Regards,
-Katrina
Guest Relations Ambassador

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Reviewed April 28, 2014

I booked online directly with the hotel and when we arrived we got an upgrade to the penthouse suite! We also got a complementary breakfast which was excellent. This hotel is just a few blocks from Downtown Disney and that's the reason we originally booked it.

  • Stayed: April 2014, traveled with family
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Review collected in partnership with Best Western
2  Thank hoytandres
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Katrina T, Guest Relations Manager at Best Western Lake Buena Vista - Disney Springs Resort Area, responded to this reviewResponded May 1, 2014

Valued Guest,
Thank you for taking the time to offer feedback from your recent stay with us and pleased to know you enjoyed complimentary VIP upgrade. We do this on a random selection for arriving guest's as appreciation for paying the hotel directly, instead of booking through a travel agent or third party.
Again, thank you for your time and kind words. We hope to see you again soon!
Best Regards,
-Katrina
Guest Relations Ambassador

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 28, 2014

My room did not have an alarm clock or the iPod docking station that the website promises. I didn't end up needing it since I was doing a lot of work during my stay but missed the clock when looking to see what time it was. Also had a problem with water all over the bathroom. Left for dinner, came back and the floor and toilet lid were soaked but everything else was bone dry. Another thing, I paid for a Disney view room and had a fridge but if I was considering another type of room I'd EXPECT to have a fridge AND microwave if I'm paying a resort fee. Otherwise, everything seemed to be as promised. The wifi was huge for me since I had work to do and it was fantastic, no problems at all. I appreciated the towels in the fitness center, sometimes little touches such as this go a long way and it did. Service was unmatched, everyone was fantastic. Overall good experience.

  • Stayed: April 2014, traveled solo
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Review collected in partnership with Best Western
1  Thank Heather N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Youssef B, Front Office Manager at Best Western Lake Buena Vista - Disney Springs Resort Area, responded to this reviewResponded April 30, 2014

Hello.
I appreciate you taking the time to let us know about your recent stay. We attempt to deliver a good stay at a fair price to all of our guests, but we obviously did not meet this goal with you. I apologize for that. We will use the things you mentioned as a training opportunity for the departments involved, in hopes of improving our hotel and staff for future guest stays.
Sincerely

Youssef

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 28, 2014

I checked in on Wednesday afternoon, very smooth transaction. Bellhop was fast at arrival and seemed to really like his job. Day time Valet Dennis was EXCELLENT, I hope he is there on our next trip. Great asset to Best Western Hotel! Food in the quick service/snack area was COMPLETELY OVER PRICED. Large cup of coffee was $2.99each...no free refill. I had a family of 6 in our room, and felt it was just enough room. I would definitely stay here again!

  • Stayed: April 2014, traveled with family
    • Value
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    • Sleep Quality
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    • Cleanliness
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Review collected in partnership with Best Western
Thank Elizabeth M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Youssef B, Front Office Manager at Best Western Lake Buena Vista - Disney Springs Resort Area, responded to this reviewResponded April 30, 2014

Hello.
I just wanted to say thank you for taking the time to review your recent stay with us. We appreciate all your nice comments, and glad we were able to help make your stay a good one. We look forward to seeing you again soon.
Regards,

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Reviewed April 27, 2014

We chose to end our Florida vacation at this Best Western, taking advantage of its excellent location and allowing our large party a chance to split up and unwind however each so chose. We booked 4 rooms, and settled in. The room that my partner and I shared had severe water-damage on the ceiling, a bit unsettling for a mid-level room in a fairly large complex. When we stepped out onto the balcony we were met with cigarette butts scattered over the balcony, we assume they must have been left behind by the previous travelers. As non-smokers, this was a little off-putting. The water was scalding hot, you had to be very careful not to burn yourself while washing your hands, however when we used the shower we had to be very quick as the water quickly turned cold. On the plus side, the king bed was very comfortable and we slept well. We took advantage of the complementary bus service to one of the Disney Parks and found that this ran pretty smoothly and gave us a nice break from having to deal with traffic and parking. However, when we returned at the end of the day, hot and tired, we found that our room had not been cleaned. We don't typically require a full clean each day, but would have really appreciated some fresh face cloths. We called the front desk to request some, but fell asleep waiting for them to arrive (which they never did). We bummed some extras from our nearby family members the next morning and tried to forget about it. We tried the buffet breakfast during our stay and found that it was pretty satisfying, although a little pricey for a breakfast meal, it offered a wide variety of options for everyone, including made-to-order omelettes and Mickey-shaped waffles. We left satisfied and didn't scoff at the bill too hard as we agreed that the quality and value was pretty good. However, we also visited the restaurant for supper and had a completely opposite experience. It was a bit later and there was only one other table in the dining room besides our table of 4+toddler, however we waited almost 45 minutes for our food to arrive. When our food finally came the pizza we ordered was still doughy and raw and we had to send it back. Our waitress quickly took it away, failing to include the pieces that we had already dished out around the table, therefore they were not included when our pizza was put back in the oven to finish baking. One member of our party ordered the daily special which was ribs. The ribs were hardly fit to feed a dog, extremely tough and fatty, and came at a disappointingly high price considering the poor quality. We tried to make light of the situation, laughing each time she actually found an edible portion of meat, which might have been three times. When we expressed our disappointment over the very long wait, especially when you added the extra time for the pizza to be sent back, the loss of several pieces of pizza, and the poor quality of the rib special, our waitress offered to help us out by taking one child's size chocolate milk off of our bill. Obviously we weren't overwhelmed by her graciousness. Overall, not a great supper experience in the restaurant, we would recommend venturing out to one of the many other options nearby. Also, beware of the "Guest Services" counter, their only "service" is attempting to sell you time-shares for a neighboring hotel. We unsuspectingly approached them, instead of the gift shop where we should have been, inquiring about buying Disney tickets and were sharply sent away when we declined to visit the hotel next door. While the location and the complimentary buses are a major plus for this hotel, we left feeling pretty disappointed with the overall experience. Considering the money that our group dropped on all 4 rooms, we didn't feel that we were met with adequate quality or service. Next time we will try our luck elsewhere or just stay right at a real Disney Resort where quality and service are not compromised.

  • Stayed: April 2014, traveled with family
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1  Thank SparkyLady2013
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Youssef B, Front Office Manager at Best Western Lake Buena Vista - Disney Springs Resort Area, responded to this reviewResponded April 30, 2014

Hello.
I appreciate you taking the time to let us know about your recent stay. We attempt to deliver a good stay at a fair price to all of our guests, but we obviously did not meet this goal with you. I apologize for that. We will use the things you mentioned as a training opportunity for the departments involved, in hopes of improving our hotel and staff for future guest stays.
Sincerely

Youssef B

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Best Western Lake Buena Vista - Disney Springs Resort Area

Address: 2000 Hotel Plaza Boulevard, Orlando, FL 32830-8440 (Formerly BEST WESTERN Lake Buena Vista Resort Hotel)
Phone Number:
Location: United States > Florida > Central Florida > Orlando > Lake Buena Vista
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#114 Business Hotel in Orlando
#122 Romantic Hotel in Orlando
#146 Family Hotel in Orlando
Price Range: $118 - $279 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Best Western Lake Buena Vista - Disney Springs Resort Area 3*
Number of rooms: 325
Official Description (provided by the hotel):
Make memories to last a lifetime during your stay at the BEST WESTERN Lake Buena Vista Resort hotel! From our friendly staff to our Junior Omelet Chef breakfast program, we strive to add some extra magic to your Walt Disney World vacation. Our convenient location makes it easy to spend a full day at the theme parks, hassle-free. Simply hop on a shuttle bus to the Disney park of your choice and skip the lines at the entrance by purchasing your tickets ahead of time at our ticket concierge desk. With shuttles running continuously throughout the day, it's easy to stop back at the hotel for naptime or an afternoon swim in our heated outdoor pool. As a Disney Springs Hotel, we put you just minutes away from the excitement of Disney Springs (formerly Downtown Disney)! Enjoy numerous dining choices, one-of-a-kind shopping, and live entertainment nightly. Guests staying at the Best Western Lake Buena Vista Resort Hotel will also enjoy in-room walk-out balcony options. We are the only hotel on Hotel Plaza with these views! Your family will love our enhanced, kid-friendly amenities during your stay, including a heated outdoor pool and kids' pool, Pizza Hut Express on-site, arcade room, and our official Disney gift shop. Additionally, all 325 of our deluxe guestrooms offer a flat screen TV, high speed Wi-Fi, and a private balcony to provide you with all the comforts of home during your stay. The Best Western Lake Buena Vista Resort hotel is here to provide the perfect setting for you and your family to enjoy the Walt Disney World vacation of a lifetime. We hope to see you soon! ... more   less 
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Also Known As:
Best Western Lake Buena Vista Hotel Orlando
Best Western Orlando
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