Avoid this hotel at all cost. I have attempted contact Marriott multiple times related to my stay at the Disney Swan and the response was laughable. They clearly do not care about their guests or customer service. After my initial two emails I received a response offering me 4000 Marriott points. Mind you the hotel cost 50000 points per night. This was my response to Marriot. They then responded sorry you are not satisfied but 4000 points are fair. “No need for the meaningless points. After spending thousands of dollars (I stayed 9 nights at your property - 5 at swan and 4 at dolphin) and receiving awful customer service in person and now virtually, I will not be staying at a property in the future. It may not hurt your bottom line but I’ll be spending money at places that value my business. I plan to share my experience with anyone who will listen. If I can encourage a few individuals from staying at a Marriott then I will have achieved my task. With your lack of service and empathy it’s only a matter of time before more feel the way I do. You set the tone to my vacation that I had planned for a year and spend thousands of dollars on. The gentleman hiding and not helping me, the multiple rooms, dirty sheets are Shame-full. I know understand the difference between staying on property and off at Disney World, it’s more than having a Mickey lamp in your room it’s customer service. A very disappointed guest” During my stay at the Swan I needed to move rooms three times. The first time the water would not shut off in our room. This happened at 1am. The front desk member would not relocate us until after someone looked at the issue. After an hour I returned to front desk and asked how much longer he said soon. I returned again after no service and he hid from me. Yep you read that right he would not come out of the office. I found a staff member in another section of the hotel who told me that they have cameras and he knows I’m there. I would not leave without a new room. The new room had yellow stains on the sheets. Stay away from the Swan!!!!!
We absolutely loved staying at the Disney swan resort. The hotel is gorgeous and very clean. We really enjoyed going to fuel every morning for coffee and a croissant. The employees at fuel were so kind. The pools are the best. They have this “mobile order” tag on each chair. You just scan the QR code and they bring you drinks and food. Way better than having to hunt down a server. My kids loved ordering virgin daiquiris when we were there. The swan pool is fine but if you walk about a minute further the dolphin pool has a water slide and a little more activity there. My kids really enjoyed the playground on the beach. The beds are very comfortable and I loved that there was a sink inside and outside of the bathroom. Housekeeping can be a little hit or miss with service but you can always use the chat feature on the bonvoy app and ask them to come if they miss you. We had the lowest level room because I booked with points and we had great side view of fireworks, the skyliner and tower of terror. No complaints about the room at all. Bell service was also very helpful with handling our groceries and stuffing the car full of our bags when we left. Also there is a Disney planning store in the lobby. You can go there and they activate your admission cards for you. Being able to walk to Epcot and Hs was priceless. The one day lightening was in the area. The boats and skyliner shut down and so many people were stranded. We just walked back in 15 minutes. Also after the Epcot fireworks, thousands of people are exiting for transportation and we just walked home over the boardwalk. I highly recommend this hotel. We had a great stay.
Upon arrival we were told out room had been downgraded with no warning since the room we booked was under reservations. To make it worse we were given a letter congratulating us on our room upgrade. No attempts to make the situation right were made. Very disappointing
S&D resorts a big treat - especially when your go to park is Epcot! we love that the Boardwalk is walking distance and the path leads you straight to Epcot and Hollywood studios. Only wish to get an upgrade next time ! Its usually 4 adults that love us some disney world vacations and some nice wine at Trattoria.
After waiting my entire childhood to stay at this location we finally did. First impressions, not good. The gentleman that checked me in was indeed pleasant. The issues began after was given the room key. Bell insisted i had to wait for them to bring our luggage to the room fun though it was minimal and i was happy to do it. Having been at the park all day and driven in from south Florida early that morning, we just wanted to get changed and head to the pool. Well, we waited and waited for our luggage but it never arrived. I then went downstairs and grabbed our luggage off the cart and hauled it all upstairs myself. Yes, inconvenient to pay the least. Next, finding the pool was fun. The main pool is at the dolphin which is a hike! Valet took forever to get our vehicle and apparently had skipped over it after calling it in from the room. Note, this is now 8pm and we're trying to go for dinner. When we woke up in the morning there were ants, yes ants all over the night stand! Gross! The door lock was also broken, or at least malfunctioning to where it wouldn't close. The deadbolt would stick in the open position not allowing the door to shut unless we used the key to release the lock! The property was nice but our first impression was terrible and will not be staying here. One more thing. There were no emails or any sort of communication prior to our arrival. No instructions on mobile check in etc. The email on file when booked was not associated with my insurance any way. Interesting! Location was great but the communication was lacking as were services and cleanliness expected from a 4 star hotel. Find somewhere else to stay! Room 1264 to be exact. Yes, this was an "upgraded" room which gave a Us a wonderful view of the valet and parking lots. Yes, we paid additional for that amazing view! Sarcasm!
I’ve stayed at the Swan and Dolphin properties annually for over nearly 15 years and have always had a great trip. The property is beautiful, rooms are modern with wonderful Heavenly beds, lots of excellent dining options, access to extra magic hours (now renamed), Disney guest services and gift shops onsite, great location right by the Boardwalk and with Disney boats (or walking paths) to Epcot and Hollywood Studios. All of that remains true. However, post-Covid they have made a very unfortunate choice to switch from Disney Transport buses to private buses operated by Mears. This had a major negative impact on our stay. The times were unpredictable and less frequent and the service from drivers is not what is typical of Disney cast members. The worst part about this change is that these buses also don’t drop you off at the Disney shuttle areas, and in some cases (Magic Kingdom) not even at the park your going to. This means an additional 30-45 minutes of travel time to Magic Kingdom (Swan buses currently take you to Transportation center where you transfer to a monorail or boat like offsite resorts vs the Swan’s former Disney operated buses which were directly to the park). It also means an additional 20+ minute walk to Disney Springs due to dropping off at inconvenient location with offsite guests vs Disney guests. At Animal Kingdom, you’re dropped off in a parking lot area for offsite guests vs the more convenient Disney bus area. Disney operated Transportation was always one of the best benefits of the Swan/ Dolphin, truly providing that blend between Disney perks and Marriott (formerly Starwood) rewards. This change in transportation has me reconsidering whether or not to continue staying at this property for future visits to Disney. I hope the property reconsiders this transportation change and will return to Disney buses, your guests would very much value this benefit returning.
Pros: We recently stayed at this hotel for our family Disney trip. The location is convenient, close to boardwalk, ferry service to Epcot and Hollywood Studios. Overall our room was clean and there was a daily cleaning service ( new towels, toiletries, restocked bottles of water, etc.). There’s a decent quick food shop downstairs to grab snack (fruit cups, yogurts, sandwiches…). Cons: Disappointing shuttle service. One of the main reasons we selected the hotel is the availability of shuttle service to and from Disney parks and Disney Springs. However, the shuttle drops you off at location s different than buses for real Disney resorts. Specifically: Shuttle to Disney Springs brings you to a remote parking lot behind a parking garage instead of Disney bus shuttle bus area. You will be dropped off at a remote lot for non-Disney guests. We had to walk 20+ min in a 98 degree heat from that lot, thru garage, thru security check just to hop on a shuttle to bring us to Typhoon Lagoon. Extremely inconvenient. On the way back we chose to use a Yacht Club resort shuttle instead and walk back to Swan. Beware that shuttle to Magic Kingdom drops you off at ticket center (not in front of the park entrance as Disney buses do). We then had to take monorail to get to the MK entrance. This added travel was about 30 extra min. I’m not even sure if there’s a shuttle back from Animal Kingdom as there’s no marked location for Swan/Disney hotels. We ended up just taking Disney shuttles to nearby Boardwalk Inn or Yacht Club resort and walk back to Swan (so did many other Swan hotel guests that we saw were walking back from other hotels). Also ferry service does not work during rain, be prepared to walk back from Epcot or HS parks (since shuttles to Swan are nowhere to be found). Lastly, the timing of the shuttle from the hotel are inconsistent. Instead of promised shuttle every 15-20 min, be prepared to wait at least 30 -40 min. Overall, will not chose this hotel again. Many other options, including Disney resorts to choose from.
I will start off with the one positive thing about the hotel, its location, and DISNEY'S travel accommodations (I don't want to give credit to the hotel for the transportation provided by Disney). The hotel is located in a great spot to quickly get to all of the Disney Parks and a close walk to the Disney Boardwalk as well. In my 35 years of living, I have never written a good or bad review but felt the need to inform other guests as the hotel is not a cheap place to stay, and guests should be made aware before spending a lot of money. We stayed at the Swan Hotel for our honeymoon and could not have asked for a worst experience when we were supposed to be celebrating. As other reviews have previously mentioned, our room had a musty smell the moment we got there, and guest services seemed just to brush it off, a common theme that continues during our stay. They never changed our sheets, even though housekeeping came in daily to "clean" and steal from us. Additionally, the hotel claims to do a full clean every 4th day, change the sheets, etc., etc. That did not happen; I had to call down to the front desk to ask them to change our sheets, to which someone from housekeeping knocked on the door and handed us the sheets, and walked away after waiting nearly 2 hours for them to come and change our sheets. I ended up stripping my bed and making it myself! I even went out of my way to bag up the dirty sheets for housekeeping the next, and they just left in our room. Only when I left it in the hallway did housekeeping collect our dirty sheets. Outside of their housekeeping doing very little for you while you are there, they also went through our personal belongings and stole from us! When I confronted the guest services manager about it, he passively aggressively brushed it off again. We had to file a report and wait to hear back from the hotel on how they plan to compensate for our losses outside of the miserable experience. Next, while I am not surprised at the cost of the food being a hotel on Disney property, the quality of the food was downright disgusting provided by the hotels, not including the high-end restaurants like Shula's Steakhouse, the other hidden gem at the resort but I digress. We got a pizza the first night at the hotel from the Dolphin's Fuel Shop, and it wasn't even edible, not because of the quality of the ingredients, but how the restaurant prepared it. It was cooked in an oven that gave it the most ungodly taste; I honestly took one bite and spat it out. At the time, I thought it may have just been a one-time thing until I got a breakfast sandwich from a different hotel eatery at the Swan Hotel that tasted just as bad. It was only then that I noticed how many other guests in the lobby were using Uber Eats to get FAST FOOD because the hotel's food was so BAD! In short, I will never go back to the Swan Hotel for a stay and do not recommend it to anyone looking to stay at Disney. TLTR: Dirty, Smelly, THIEVES (they stole from us)!
We had one car self parked and noticed we were charged for two cars ($32 per day plus tax per car). Went to front desk at checkout just to clear up what should have been a simple mix up on their end. No big deal. Then we're directed to the valet window as front desk couldnt help. Valet window told us that the attendant remembered us and that we had two vehicles, as evidenced by someone driving out of the gate after we did. Completely false. Eventually they agreed after accusing us of sneaking another car by them to refund our extra (non-existent) car. Got the bill today and they had taken off a single day, not the entire stay. We just want to pay what we owe, and not to be treated like we were scamming the resort when we very politely asked them to fix their mistake. Will not stay here again.
Let me preface this by stating that we have only stayed at Disney hotels during our Disney trips. We decided to give the Swan Hotel a try as we really liked the location and proximity to Epcot and Hollywood Studios. The Only reason I gave this hotel a two star is due to location. Everything else does not stand up to Disney standards. 1- The rooms smell. It’s a musty/moldy smell and it immediately gives you a headache. 2- Our room had a faulty a/c and it rumbled so loud that it was shaking throughout the room. I informed the front desk of the problems and they moved us to a different, albeit same smelling room. This room was missing the plastic wrap for the ice bucket, there were old/used cups in the room. It was clearly very poorly cleaned. I once again informed the front desk that the smell was making it on uninhabitable. The lady was very passive aggressive and rude to me. I told her that I was willing to pay an upgrade fee to have a balcony as I was hoping I could at least open the door and relieve some of that moldy smell. They kindly obliged after charging me $40 more per night. I can’t say enough bad things about this hotel. Look elsewhere…. ANYWHERE.