Good but not great. Beware of noisy building works going on affecting views
Nov 1, 2024 viczmb_21 Liverpool, United Kingdom
Check in was easy and we were lucky enough to be given early check into our room. Great start however…
We arrived in our room and the magic was ruined when going out on to our savannah view balcony as across the way was extensive noisy building works and scaffolding across the whole of the Kidani building which was not communicated to us or our…
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Check in was easy and we were lucky enough to be given early check into our room. Great start however…
We arrived in our room and the magic was ruined when going out on to our savannah view balcony as across the way was extensive noisy building works and scaffolding across the whole of the Kidani building which was not communicated to us or our agent at any point prior to our arrival. Kinda ruins the peaceful savannah outlook and very noisy throughout the day. I went to reception and politely informed them of my
disappointment only to be met by Heather on reception who was passive aggressive and made me feel like I was an inconvenience. She stroppily changed my room to another with no apology and told me a lie that the works were only going on short term as a result of the hurricane when they had in fact been ongoing since June (other staff told me this and will likely continue to next year). She gave me a key and I foolishly assumed that as I had complained and we had discussed moving my luggage to the new room, that someone would automatically be sent to help me with my luggage. So I went and waited and no one came. When I asked Heather why no one had been sent to help me, heathers attitude was rude and far from the usual excellent customer service received from Disney and from the beach club hotel we had just left. Heather rudely told me I had not communicated that I needed help and I responded that this should have been offered or automatically arranged on the basis I am wasting my vacation time moving rooms due to an issue / complaint. Heather was awful to deal with and had me feeling stressed and uncomfortable to the point I didn’t wish to deal with her anymore. I ended up staying in our original room as I didn’t have time to then later move rooms that day as I had plans with family to go out and enjoy the day.
Resting in the afternoon in our room has not gone to plan as the banging from the workman disturbed us all and napping was not possible.
Positives - The food is good, the view of the animals is amazing, pool is decent enough but we would not return here as it lacks the luxury and magic feel of the grand Floridian and yacht and beach clubs. Maybe my experience with Heather has left a sour taste in my mouth and had this not have happened I would feel slightly different. Lovely guy on reception has today given us a late check out and was very nice to deal with. Thank you for this, it is very much appreciated.
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