Last month, my husband and I stayed at Coronado Springs after a 6 night stay at the Poly. We made a last minute decision to extend our trip so we would be in DW on my birthday. We took this opportunity to try out the last moderate resort we had not tried so we went in very excited. Let me preface this by saying that I fully expected at least a little confusion at check in because we were coming off another (still active) reservation. We got way more than a little confusion and it heavily got in the way of our trip.
When we arrived at check in, there was a long, snaking line circling around the lobby and leading out the doors. It took us 45 minutes to see reach the check in desk which we found very odd because we had never had this experience checking in (and it was a Tuesday around 12pm). Sadly, things just went downhill from there. First thing we were told is that we were going to have to use temporary gray Magic Bands for the first 24 hours because our bands were still synced to the old reservation. Not too big a deal, just a little annoying needing to use two bands (we were planning on using our remaining DDP credits on the previous res that day). The CM then made note that our room would be in a preferred location as I requested which was great, but we were told the room wouldn't be ready until 5pm because they were replacing the TV set, but they would send me a text the moment it was read. All good, we leave our bags with the hotel staff and we go have fun at DAK.
We went to dinner at Tusker House and when we went to pay, we were greeted with the information that our new DDP had not been activated and we didn't have dinner credits left on our last reservation, so we had to pay out of pocket which we were not at all expecting to do. We were told to keep the receipt and our hotel would give us a refund and adjust our DDP credits. Annoying, but not terrible. We got back to the hotel around 8pm and still had not heard if our room was ready. We went to the front desk to take care of the dining plan issue and to hopefully get our room number and be able to sleep.
The CM we spoke to was friendly but had a lot of trouble trying to help us. She wound up charging us 3 additional times for our Tusker House meal before finally getting someone above her to try and reverse the charges. They were able to do it after about a half hour, but they were unable to get our dining plan to activate. We told them we weren't planning on using it anymore tonight and we would really like to go to sleep and we could fix the dining plan issue in the morning. Turns out, our room was still not ready for some reason and we'd have to be moved. This whole process takes another half hour, but finally we were given our map and our room number.
Our room was a good 10 minute walk from the main building which really upset me but we figured we'd change it the following day. Well, sadly, this is where it gets worse. Our magic bands do not open our door. We check to make sure we are at the right door, right building etc etc and it isn't working. There was a CM nearby so we flagged him down and told him what was going on and he called the front desk for us. They said we had to come back to get the magic bands fixed even though at other resorts they have been able to fix this type of issue remotely. I'm very overwhelmed by this point because my back is killing me and now I have to walk back and forth again.
This issue takes 90 minutes to resolve. 90 MINUTES. We got to the lobby, they fixed it real quick. We get back to our room, and guess what! It doesn't work. I'm crying, my husband feels terrible. We go back and refuse to leave until we can be guaranteed it works, which they told us they really couldn't do. It took 4 other CMs before I could get one of them to give me a Key to the World card which they have for purposes like this! At this point I brought up how we have now spent more time in this lobby than we did at the parks today and I felt mistreated and they apologized but did not do anything. I was not looking for anything necessarily but I was so upset.
When we finally got into our room, our bags were not there like they told us they were. Huge problem, obviously. We didn't get our bags until after 1am. The next morning, our DDP still does not work at breakfast. We spend another 40 minutes fixing this. Our DDP did not work all day at Epcot. Lots of money spent out of pocket, lots of receipts to keep. More time spent at the front desk that night. Didn't bother trying to switch rooms in fear of how much more time we'd give up. The last day continued like this as well. When we received our folio, we had over $5000 in charges from food that had been triple charged and not fixed like they said they had. Took an hour to fix that.
We got an apology from several people, but nothing was done other than two additional rapid refill mugs which we already had because we were on the DDP. We did get some additional snack credits.
Long story I know, but I was very disappointed and I will never stay there again. It was very strange to be feeling that it would have been easier to just have gone home after our initial stay.
When we arrived at check in, there was a long, snaking line circling around the lobby and leading out the doors. It took us 45 minutes to see reach the check in desk which we found very odd because we had never had this experience checking in (and it was a Tuesday around 12pm). Sadly, things just went downhill from there. First thing we were told is that we were going to have to use temporary gray Magic Bands for the first 24 hours because our bands were still synced to the old reservation. Not too big a deal, just a little annoying needing to use two bands (we were planning on using our remaining DDP credits on the previous res that day). The CM then made note that our room would be in a preferred location as I requested which was great, but we were told the room wouldn't be ready until 5pm because they were replacing the TV set, but they would send me a text the moment it was read. All good, we leave our bags with the hotel staff and we go have fun at DAK.
We went to dinner at Tusker House and when we went to pay, we were greeted with the information that our new DDP had not been activated and we didn't have dinner credits left on our last reservation, so we had to pay out of pocket which we were not at all expecting to do. We were told to keep the receipt and our hotel would give us a refund and adjust our DDP credits. Annoying, but not terrible. We got back to the hotel around 8pm and still had not heard if our room was ready. We went to the front desk to take care of the dining plan issue and to hopefully get our room number and be able to sleep.
The CM we spoke to was friendly but had a lot of trouble trying to help us. She wound up charging us 3 additional times for our Tusker House meal before finally getting someone above her to try and reverse the charges. They were able to do it after about a half hour, but they were unable to get our dining plan to activate. We told them we weren't planning on using it anymore tonight and we would really like to go to sleep and we could fix the dining plan issue in the morning. Turns out, our room was still not ready for some reason and we'd have to be moved. This whole process takes another half hour, but finally we were given our map and our room number.
Our room was a good 10 minute walk from the main building which really upset me but we figured we'd change it the following day. Well, sadly, this is where it gets worse. Our magic bands do not open our door. We check to make sure we are at the right door, right building etc etc and it isn't working. There was a CM nearby so we flagged him down and told him what was going on and he called the front desk for us. They said we had to come back to get the magic bands fixed even though at other resorts they have been able to fix this type of issue remotely. I'm very overwhelmed by this point because my back is killing me and now I have to walk back and forth again.
This issue takes 90 minutes to resolve. 90 MINUTES. We got to the lobby, they fixed it real quick. We get back to our room, and guess what! It doesn't work. I'm crying, my husband feels terrible. We go back and refuse to leave until we can be guaranteed it works, which they told us they really couldn't do. It took 4 other CMs before I could get one of them to give me a Key to the World card which they have for purposes like this! At this point I brought up how we have now spent more time in this lobby than we did at the parks today and I felt mistreated and they apologized but did not do anything. I was not looking for anything necessarily but I was so upset.
When we finally got into our room, our bags were not there like they told us they were. Huge problem, obviously. We didn't get our bags until after 1am. The next morning, our DDP still does not work at breakfast. We spend another 40 minutes fixing this. Our DDP did not work all day at Epcot. Lots of money spent out of pocket, lots of receipts to keep. More time spent at the front desk that night. Didn't bother trying to switch rooms in fear of how much more time we'd give up. The last day continued like this as well. When we received our folio, we had over $5000 in charges from food that had been triple charged and not fixed like they said they had. Took an hour to fix that.
We got an apology from several people, but nothing was done other than two additional rapid refill mugs which we already had because we were on the DDP. We did get some additional snack credits.
Long story I know, but I was very disappointed and I will never stay there again. It was very strange to be feeling that it would have been easier to just have gone home after our initial stay.
