Extremely disappointing experience at a Disney Deluxe Resort
We stayed at the Contemporary from 9/19–9/22, and unfortunately, this was the worst experience we’ve had at a Disney resort.
We originally booked an approximately $16,000 Club Level suite and received a call two days before arrival confirming everything was set. Then, at 9 a.m. the morning of our trip, we were told the suite was unavailable due to “engineering” issues. Our options were to move to Animal Kingdom Lodge or “downgrade” to two standard rooms. We specifically chose the Contemporary for its walking proximity to Magic Kingdom, especially because I was 31 weeks pregnant and traveling with our 2.5-year-old, so relocating was not a reasonable option. Initially, nothing was even communicated about refunding the difference. We eventually learned we would receive money back and retain Club Level access.
Unfortunately, that was only the beginning.
The reservation changes created repeated issues with valet. Even after adding a card to our rooms and seeing valet charges on our account, we were repeatedly told we owed additional money before they would release our vehicle keys. We were also told we had taken our vehicle out numerous times when we had only done so once, which was concerning. On our final day, I ended up in tears when valet again demanded approximately $180 before releasing our keys so we could load our car and leave.
Bell Services also took over an hour to deliver my parents’ luggage despite three calls explaining that we were waiting to leave for EPCOT. It delayed our entire park day and nearly caused us to miss a dining reservation that carried almost a $100 cancellation fee for our party. Housekeeping came during our toddler’s nap, was asked to return later, and never did. The rooms themselves were lackluster for a Deluxe Resort, and the overall cleanliness of the hotel was disappointing.
I do want to recognize Joe, a night manager who genuinely tried to help. He provided a $500 credit and some gifts for a first-time Disney guest in our party, which we appreciated. Unfortunately, the larger pattern continued: every time one problem seemed resolved, another occurred.
Four members of our group are Annual Passholders, and we have stayed at Disney resorts across different price levels. We have honestly experienced better service at Value and Moderate resorts, including Art of Animation and Coronado Springs.
I understand that unexpected engineering problems happen. The issue is how Disney handled everything that followed. When a family books a roughly $16,000 Club Level suite and is downgraded the morning of arrival, I would expect exceptional care to ensure the disruption does not define their vacation. Instead, we spent far too much of our trip dealing with reservation issues, billing disputes, valet, housekeeping, Bell Services, and management.
The Contemporary has an incredible location, but based on our experience, the location does not justify the premium price. We left feeling stressed, disappointed, and exhausted.
For a vacation that cost this much, we should have been making memories with our family—not spending our time trying to get the resort to correct problems we did not create. If we wanted a Red Roof Inn experience, we would have stayed at a Red Roof Inn.
