We have just returned from a two week holiday in Florida and decided to treat ourselves to a few nights at the Waldorf to finish our trip in style. I agree with other travellers that you need to look out for signs for the Bonnet Creek Resort otherwise the hotel is not the easiest to find.
Anyway we arrived mid afternoon and was greeted by valet parking who efficiently emptied the car and whisked it away. There is no self parking but if you're staying at the Waldorf why would you want that anyway?
We initially had a Deluxe Disney View room with twin Queen beds which was on the top floor so fantastic views. As a Hilton Honors member I had requested an upgrade to a suite but sadly
none was available. We were on the Wandering Wizards package which included breakfast and a Harry Potter wand toy for my son. I discreetly asked at reception about the wand as I wanted it
as a surprise for my son and was told that it would be ready and waiting for him in the room. He
was very excited about a surprise gift and raced up to the room. Unfortunately he hunted the
room but couldn't find the gift. I rang down to reception and had to explain (and spoilt the
surprise) and they said they would send it up. What wasn't mentioned was the toy needs
batteries to work so he couldn't use it anyway. I know this sounds minor and it is, but it sets the
tone. I thought a 5 star hotel would consider small things like this that make a huge difference to
a little boy.
The room was excellent and well equipped although I noticed the Nexpresso maker only had two
pods of decaf coffee and very little milk left.
We dined at the Bull and Bear and agree with other reviewers that although excellent food, the
menu was very limited, expensive, with little choice for children. Our meal for three (two adults
one child) was $ 160 + and that was with only two glasses of wine.
The pool at the Waldorf and adjacent Hilton were great. My son particularly liked the lazy river.
You could hire inflatable rings to float round at $5. The pool staff at both hotels were very good
and efficient in taking orders for drinks etc. The cocktails were well made and we were asked
regularly if we needed anymore.
We had breakfast included within our package and were given a voucher for two adults when I
checked in. I didn't query this at the time as I presumed my son would have been included. I was
a bit surprised to receive a bill at breakfast of $18 for my son. I queried it with the waiting staff
but was told to raise it with reception. The breakfast was very good with an extensive selection of
hot or cold food. The chef at the omelette station was great and cooked exact to order.
The following day we returned to our room after a day out and although the room had been serviced we were surprised to note that our dirty coffee cups from the morning were still there and we had been left with no coffee replacements or any milk. I rang down and some were brought up immediately.
We also tried to use the in room safe but unfortunately the previous guests had left it in locked mode. I called down and was told that a security guard would be up to unlock the safe so we could use it. After about 45 minutes I rang down again to chase up the security guard as we were keen to go out. The guest services operator apologised and security was at our door within
5 minutes and sorted the problem.
Our flight home was delayed by 24 hours so I asked if our stay could be extended and as we'd already packed our bags asked if a suite was now available. I was told that would be no problem but my original upgrade request could not be honoured and I would have to pay the rate as a new booking. $469 + taxes. I agreed and was told a bellman would be up to help move our bags to the new room in a few minutes with two new keys. After 20 minutes I called down again and a bellman arrived but no keys so he had to let us in with his access key.
The room was amazing and although expensive was very spacious and what I expect of the Waldorf. Unfortunately our extension did not include breakfast so that made it. Very expensive night.
The final annoyance was on the final day and after agreeing a late check out which had been part of our earlier package our room key didn't work. I went down to reception (from the 15th floor) and she apologised and 'zapped' it again. I returned back to the room.....and guess what....the key still didn't work. I traipsed back to reception which had approx 4 staff members standing around and she zapped it again and said she would send up a security guard again if it still didn't work. What really surprised me is that not one member of staff offered to accompany me back upstairs. Also the security guard didn't turn up.
The above examples sound like a catalogue of complaints and fairly minor in nature and I agree, individually, they are small but added together it spoilt the end of our trip. Also at the price paid I simply do not expect amateur service. I have stayed at the Waldorf in NYC in the past few months and the service was exceptionally good. I am a traveller who is happy to pay a premium for good service but will have to secure a very good deal to return to this hotel again. There are hotels at half the price very near by who offer excellent service.
It is such a shame as the complacency from some staff reflects poorly on the others. This could be an outstanding hotel but customer service does not appear to be a priority.
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- Also Known As:
- Waldorf Astoria Orlando Hotel Orlando
- Waldorf Astoria Orlando Florida