"Upon arrival you are greeted with an impressive building, which to our children looked like something from Arendelle. The staff at check in were really friendly and helpful, proving clear information about breakfast and how the shuttle busses work to Disney. This was despite them being extremely busy, preparing for multiple school groups.
The room initially felt impressive, but upon unpacking concerns and its tired state soon appeared.
All of this outlined below was shared with staff, in person and via their in stay survey. When sharing in person, we were asked what we wanted done about it and staff on reception were laughing and seemed to dismiss us. When submitting the review, someone came promptly to our room around 9pm and at this time we were unable to speak, hence speaking the next day. The maintenance person on duty came across as aggressive and was not customer friendly.
The kitchen was in need of a refurbishment with the kitchen doors hanging off and requiring lifting to shut. The extractor fan cover was hanging off and missing a light cover, but it still functioned. There was also exposed cables above the kitchen sink, where an LED light strip had previously been. These were pushed back into the cabinet above when we raised concerns. Thankfully these were out of reach of our two small children. The frying pan handle was also loose and flexed under the weight off cooking a packet of chicken. The kitchen equipment was basic and what I would expect from any other hotel kitchen though and all seemed clean.
The bathroom contained enough towels for our family of four, additional towels were in the wardrobe as part of the bedding packs. However, when running the bath, mould came up from the plug hole. We cleaned this to allow our children to bath and the staff sprayed bleach cleaner to try and stop this. The shower had inconsistent heat. Most of the time it was like taking an ice bath. The bath tap was hot but it did not go up to the shower. It would remain hot for a minute or two before going stone cold. We were told this was fixed and we needed to pull the tap up more. This was not the case, but we did not raise it further due to the previous encounter with the maintenance team member. The bath also filled up when having a shower and the water would get under the screen. For a four star establishment this was disappointing.
The breakfast was good and the lady checking us in each morning was amazing. She remember us and our small children, recommending times to come for the next day due to the three large school groups. Plates and tables were cleared quickly and food was quick to be replenished.
We requested for our bins to be emptied while we were out, via the yellow door ticket and in person. This did not happen until us asking in person for the second time and we then were given bin bags for us to do ourselves, while the staff waited at our door. This was disappointing and not the service we would expect.
Overall, fantastic location for Disney but let down by certain members of staff and the tired, unclean state of the room. I want to highlight again the check in staff on our arrival and the lady who checks us in for breakfast each morning as shining stars for the hotel."
