"The location was excellent and made it very easy to get to Disney.
When we arrived at the hotel, it looked lovely and we received a warm welcome. We were delighted to be upgraded to an executive suite. Unfortunately, the room was 29°C and we couldn't get the air conditioning to work. A member of staff came up straight away and informed us that it was broken. Sadly, everything went downhill from there.
We were moved to another room, although it was obvious the staff were unhappy about having to relocate us. This room was nothing like the executive suite we had been upgraded to. It was much smaller, looked very tired, and the bathroom was quite dirty. We also couldn't get the bedroom lights to work, so we asked for someone to come and help us, but nobodyarrived. As it was late, we just accepted it and tried to get some sleep. Unfortunately, the sofa bed was so squeaky that it woke me up every time I moved.
We spent the following day out, so we didn't think much more about the room until we returned that evening. I wanted to order room service, but the phone wasn't working, so I had to go downstairs to place the order in person. The member of staff at the front desk made me feel like I was being a nuisance, so I asked to speak to the manager about everything that had happened.
The manager was very apologetic. He came to our room immediately, showed us how the lights worked, and seemed genuinely embarrassed by the condition of the bathroom. He explained that we had been moved into a room that was due to be refurbished, which only made me wonder what condition our original room had been in.
I then went to the bar to order two pizzas. I was given a collection time and told I could pay when I picked them up. When I returned, there wasn't a single member of staff in sight. After waiting for a while, I went back to reception to ask if someone could find out where my food was. I was rudely told to "just go to the bar and wait." By this point, I felt completely embarrassed and close to tears, so I returned to the bar and waited another 10 minutes, but still nobody appeared. Eventually, I gave up and went back to our room.
My daughter was upset by the way I had been treated and by the fact that there was still no food for her child, especially as it was getting very late. She went downstairs herself to ask where our order was. They eventually found the member of staff who had taken our order, but instead of apologising, he became angry and shouted at her, saying that "she was not in England now and if her food was late, it was late."
She quite rightly challenged this unacceptable behaviour and explained that, after everything we had already experienced with the room and the lack of working facilities, this level of customer service was simply unacceptable.
In the end, we ordered takeaway instead, which arrived quickly and cost almost half the price.
Overall, this was one of the worst hotel experiences I have ever had. I have never been treated so poorly by hotel staff. While the location was great, it was completely overshadowed by the condition of the room, the lack of basic facilities, and the extremely unprofessional and discourteous attitude of several members of staff. I would not stay here again or recommend it to others."
