ComplaintsforWalt Disney World Swan and Dolphin

• Initial Complaint

  05/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I resided at the swan dolphin on weekend of 5/6 April 2024 with my family. Whilst using the swan paddle boat rental craft I accidentally dropped my bag containing my Rolex watch, jewellery (diamond ring and diamond cross pendant necklace) and phone into the water. At that point the hotel would not authorise any staff to enter the water to retrieve this bag. The hotel apparently authorised two Disney divers with snorkels to enter the water on the following day according to the manager but no bag was found. The manager has refused to supply the names of the divers he authorised.On following up on this I was then informed, by management, that the hotel policy required any divers operating in this area of water, which is only around six feet in depth, must carry 5 million dollars insurance liability.I have engaged a commercial dive company, AC PLUS MARINE, to retrieve this bag, which they inform me is a simple task. Unfortunately they carry only 4 million dollars insurance liability and state that they are unaware of any company carrying 5 million liability. Disney Divers carry only 4 million and they state they would have no problem retrieving these items. The manager is no longer replying to emails from AC PLUS MARINE nor my daughter, who is an American citizen. In fact it would appear he is becoming quite obstructive towards this matter.My family, having been patrons at the Swan/Dolphin and *************** for a great many years and I find this a very poor, disappointing and unhelpful approach that the hotel management has taken.I look forward to hearing from you with regards this matter

  Business response

  05/31/2024

  We will speak to our risk management company to discuss the options available to the guest for hiring a third party dive company.  

  Customer response

  06/04/2024

   
  Complaint: 21668427
  
  I am rejecting this response because:
  This has already been done but I will wait the outcome of their investigation 
  Sincerely,
  
  *****************

  Customer response

  06/17/2024

  Complaint ID: ********

  Dear *****

  Thank you for your email and I note its contents. I have, however, not heard from Swan and Dolphin and I last posted that although we have been here before but I would await the result of their investigation. So surely the next step would be from the Swan and Dolphin and the result of them contacting their risk management and coming back with a result. Your website just gave me the option of not accepting the response and then put in my statement. So at present I am still waiting on a final response of they allow a diving company in or not. I would be grateful if this complaint is kept open until we have heard one way or the other.

   

  Many thanks

  Isla

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Stayed at Dolphin hotel 3/1-3/4. Used valet services to park car. Car was completely destroyed. Parked in the worst possible place.Given back to us so filthy we couldnt safely drive it. Had to be cleaned directly and professionally cleaned once arriving home as dirt damage was so bad. Valet staff was rude on giving back the car.Have contacted staff numerous times and have never heard back.Received email from *********************** saying he would be in touch, but never has. Spoke to a lady called ***** at the Dolphin hotel who was not helpful or friendly. Spoke to valet manager who said he would call back, and never did. Continue to be told that I will receive a call and never do.Extremely unhelpful staff with no one offering a resolution.Have used this hotel and service for over 6yrs and my car has never been returned like this. Paid $44 per day for 3 days of valet services. Would have self parked if I knew would be returned like this. Arrived completely clean.

  Business response

  05/30/2024

  Hello - I am unable to a find a reservation under the name "******" for the dates of 3/1/24 - 3/4/24.  Can the guest provide the name on the reservation and a confirmation number? 

  Customer response

  05/30/2024

  Name on reservation was my husbands.

  *********

  Guest # ********W1

  Customer response

  06/03/2024

   
  Complaint: 21525728
  

  Date Sent: 5/30/2024 4:50:25 PM
  

  Name on reservation was my husbands.

  *********

  Guest # ********W1

  
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This property charged my credit card $2,136.38 on September 23. Upon inquiring directly with the hotel, they said the charge was a no-show fee for a reservation I made. I located the reservation in question, which was a hotel stay I had booked for 9/22-9/25. However, I had cancelled the reservation on 8/26 and received confirmation that the reservation was cancelled before the cancellation deadline (9/17). I presented all the records of my hotel booking and cancellation and requested the invalid charge be removed and was told I needed to resolve my issue with the ********************* of the hotel. I've tried reaching out to the ********************* more than five times and failed to receive any response. I'd like the hotel to review my issue and refund me for the invalid charge of $2,136.38.

  Business response

  01/30/2024

  Good afternoon - ************** was refunded on December 29th, attached is the folio.  Please let us know if you need any further information. 

  Thank you,

  Kye

  Customer response

  01/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  On March 23rd 2023 I purchased a one night stay for Tuesday April 18th 2023. I did this on Expedia and it was paid in full except 45.00 to be paid at resort, The resort continues to charge my **** and is trying to make me double pay. I have the receipt.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stayed at the Dolphin Resort at Walt Disney World between April 11-April 15. I paid a $100 Hotel incidental charge and have not been refunded to this day. I have a pending charge of .30 cents that's been on my card since April 11. I spoke with a woman whom told me that my $100 dollars have been already refunded I just don't see this on my statement when they deduct or refunded. I have disputed this with my cardholder but it has come back denied every time.

  Business response

  06/05/2023

  Good afternoon,

  The $100 that Ms. ********** is referring to is an authorization (not a charge) that is released upon departure.  We can only find (2) charges on the ******* statement provided by the guest, one for $284.74 (4/11/23) and the other for $158.16 (4/14/23) which aligns with the charges the guest incurred during her stay; we do agree with the guest that she was overcharged $.30.  However, we do not see $100 the guest is referring to (as this was an authorization).   A request for $.30 has been submitted to our accounting department. 

  Customer response

  06/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The Authorization was not put back into my card $100 but it will be a lost to me and just won’t stay at the hotel again . I have stayed at many hotels and they have hold on my money and have released . When the $100 was authorized I had a $0 balance . I don’t want to go further with this this is just a loss cause.
  Sincerely,
  
  ******* **********

• Initial Complaint

  12/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Myself and family checked in to Walt Disney Dolphin on Friday Nov. 25th 2022 for a 3 night stay. Upon arrival after check-in time, the agent advised us the upgraded room we requested was not ready and we would need to wait on the room to be cleaned. Due to the inconvenience, the agent promised we would not be charged the $130/night upgrade charge to wait on the room to be ready or we could take a standard room that was ready immediately. We confirmed the offer again with the agent and decided to wait and take the free upgrade. After our stay, we had to depart on Sunday morning Nov. 27th to catch our flight, but later realized we were charged the full price. We have called and sent e-mails for a billing adjustment but have not been successful in contacting anyone from the business office. Our desired billing adjustment is for the $130/night upgrade charge plus taxes = $432.00 total adjustment. Thank you.

  Business response

  12/23/2022

  We will refund $438.75 to Ms. *******' credit card. Please allow up to 15 days before the credit is applied to her account.

  Customer response

  01/03/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  11/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We stayed at the dolphin on 10/20/2022-10/23/2022 for a birthday trip . My credit card was charged *******, but we received a credit and our new bill was $1195.55 , a credit of $688.04 was supposed to go back on my card .. I have called, emailed and stayed on hold for over an hour with no response .. Even to the point that I finally get to an answering machine and the mailbox is full. This has been the worst experience ever. I just want my money that my bill states should of been back on my credit card. It is now November and nobody will respond to me . Please help me I am so frustrated.

  Business response

  12/23/2022

  ***Document Attached***
  Apologies for the delay. The guest was refunded $688.04 on November 9th. Attached is the receipt.
  See Attachment/File: ****************************pdf

• Initial Complaint

  10/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We stayed September 21-27. We had booked a resort view room. On arrival without us asking they told us we would be receiving an upgrade to a balcony resort view room. Check in was at 4pm and we were notified that our room was ready until 448. This was problematic as I needed groceries to be refrigerated that I had arrive at 345. We get to the room and there was no resort view. I am not sure what this tall obstructive orange building is behind our balcony in the image below but it was very loud and obviously not A resort view. Also, please look closely at the layer of green mildew on the balcony. I have contacted the company directly and they stated that they will not decrease the price for the late check in because check in times are not guaranteed. They also stated they feel looking over this huge red obstructing tower is a resort view. They didn't even discuss the mildew on the balcony. I am only asking that they discount the room to what a traditional room would cost as I did not receive the resort view I paid for. If I receive this I am not asking for additional compensation for the late check in or the filthy mold on the balcony The location is good but probably won't be staying again. Especially since I haven't heard back from customer service which I emailed several weeks ago

  Business response

  11/22/2022

  Business Response /* (1000, 8, 2022/11/04) */ The guest booked through a wholesaler; we are unable to refund room and tax. However, we would be happy to refund $153.21 which are the incidentals they charged back to their room. And we can issue 25,000********* ****** points. Please let me know if they accept. Consumer Response /* (2000, 10, 2022/11/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked two rooms at the Swan. I was charged the deposit on both rooms ($162 each). When we checked in, my dad provided his card for one room and confirmed he was charged the full room charge. I was told I would be refunded, but it's been two weeks and no refund. For my room, there was a charge of $114 for a meal that we did not have (dated 9/4, which is when we checked in). While we ate at the restaurant the next day, that bill was put directly on my card for $164. The total amount I seek is $114 + $162= $276. I have called and they have acknowledged, but it's been 2 weeks without a refund.

  Business response

  11/14/2022

  Business Response /* (1000, 9, 2022/10/05) */ Both reservations are under **************, please provide the last (4) digits of the credit card number for the refund. Consumer Response /* (3000, 11, 2022/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) **** (please do not publicly post) Thanks. Consumer Response /* (2000, 22, 2022/10/27) */ Resolved...they refunded the rest of it. Thanks.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We stayed at this property on two nights 7/28 and 7/29 - checked out the morning of the 7/30. We were charged however for three nights. As you can see in the attachment this is very clear charge and mistake. I have reached out to this hotel via email, phone calls which I have left 12 messages for in their accounting department since 7/30 and today is now 8/9/2022. I am looking for a refund on the night that we did not stay clearly and at this point just want to move on and get my money returned to me for a service that was not provided please. Thank you.

  Business response

  09/08/2022

  Business Response /* (1000, 5, 2022/08/11) */ We apologize for the delay. Our accounting department has refunded $370.13 to Ms.********'s credit card. Please allow up to 10 business days before the credit is applied to her account. Attached is the receipt. Consumer Response /* (3000, 7, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the reply back and acknowledging I was indeed charged incorrectly, appreciate it. In addition I was charged on site parking and we did not have a rental car. Can you please revisit those two parking fees and credit as well. Again thank you as we had a truly lovely time and would definitely stay again next time we have a Disney trip planned. Once this is resolved I will close the complaint and mark as resolve. I will say it is disappointing that I had to submit and complaint via BBB to get a response. Business Response /* (4000, 9, 2022/08/18) */ Guest has been refunded $68.16 for parking. Please allow up to 10 business days for the credit to be applied to her account.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩