Poor Housekeeping! Pass on this one! Posted 29-Apr-2015 on Hotels
DO NOT STAY HERE!! At first we thought this hotel was a nice well kept secret for the Disney area. It was more of a town home apartment set up. Very nice grounds, pool and lake. When we entered the unit it looked like a very spacious charming accommodation. After being in the room a while we realized that it was not the cleanest room we have ever stayed in. The curtains had splash stains and one could tell that housekeeping was not the best with their ability to maintain this unit. When we pulled out the sofa bed for the kids to sleep in we noticed a lot of mouse droppings on the mattress. After a closer examination we then smelled urine on the mattress and a strange smell coming from under the sofa. That's when we investigated further and found a dead mouse decomposing under the sofa which had to have been there for some time judging by the rate of decomposition of the little critter. Needless to say we were thoroughly disgusted over this. We called the front desk but only received a recording so nothing more could be done that night as it was well after midnight. We were exhausted so the kids doubled up with the parents in the single beds and we all went to sleep disgusted at what we had found. The next morning we reported this to the front desk clerk at check out, nothing was done or offered to make up for this experience. I never received a follow up call from the manager who was not in at the time of check out. Summary: Poor housekeeping and poor customer service.
Comment from Hotel Management
11-May-2015 by Diamond Resorts, Hotel Management
We sincerely regret to read of your experience and hope that you will rest assured this is certainly unusual and uncharacteristic of our resort. That being said, we are glad we were able to get in contact with you to discuss this further and amend your concerns. We truly look forward to having the opportunity to welcome you back for a much more enjoyable family getaway.