I booked this reservation approximately 7 months ago and immediately put in a request for a ground floor (approximately 1/3 of all units in the "near hospitality house category") and the Peninsular Road area (over half of the units in the "near hospitality house category).
I did online check in 10 days before arrival and re-confirmed that my requests were still there.
When I checked in, there was no mention of my requests and I was given a room on the third floor NOT in the Peninsular Road area. The person who checked me in went and spoke with a manager who then came out and spoke with me. She said that they didn't have ANY rooms on the ground floor, and didn't even have any rooms on the 2nd floor. When I finally gave up on the ground floor idea, I simply asked if I could be placed in the Peninsular Road area of the resort (per my request on my reservation). I was told there was nothing available and also that there was nothing that met my requests available for a room move the next day.
I was not being picky or particular, my requests covered a large percentage of the rooms in the resort. I feel like my requests were blatantly ignored and I was lied to regarding the availability of other units. This is no way to say "Welcome Home".
This is our 5th stay at a Disney Vacation Club property and the first time our requests have been blatantly ignored. I know requests are not guaranteed and are subject to availability, but with such broad requests as "Ground Floor" (over 1/3 of all units) "Peninsular Road" (Over half of all units in the HH category), it is unbelievable that at least one of my requests was not met.
I definitely did not feel "Welcomed Home."
Our room was in building 14 on the third floor, with no elevators. You can imagine how fun it was lugging our double stroller up and down 3 flights of stairs multiple times per day. The building was right next to the entrance road to the resort, and we could hear loud busses, even with our door closed, all day and night.
Immediately upon arriving to our room, I noticed that there was no weather stripping on the front door. I called maintenance and they said they would send someone to take care of it. We left to go swimming. When we got back (about 2 hours later), there was no weather stripping. I called again and let them know this was my second time calling. We then left the room to go to Dinner. When we returned that night, STILL no weather stripping. The next morning before leaving for the theme parks, I called again. I made sure to let the agent know that this was my THIRD TIME calling for such a simple request. When we returned to the room 12 hours later there was still no weather stripping. Only after going back to the front desk and asking to speak with a manager was our problem resolved. It took a total of 4 requests to get this basic maintenance issue fixed. The issue was never really fixed, as they used cheap stick on weatherstripping instead of the more robust kind that is nailed in. Due to the Florida humidity, the weather stripping was constantly falling down all week even after it was "fixed."
We stayed for a week. The maintenance and upkeep in the unit was in dire need of help. The walls were stained and had scuffs. The ceiling in the bathroom had mold growing on it. The drywall underneath the HVAC unit had obvious water damage. We returned one night to find a lizard in our room. My wife was bitten by a spider in our room. These are not things I would expect from a resort that Disney classifies as "Deluxe."
On a more positive note, the facilities of the resort are excellent. It is obvious they pay way more attention to the outside of the buildings and communal facilities than they do to the inside of the units. The main pool was always clean and well staffed. Our kids had a great time at the playground and water slide. It was really nice having a sit down restaurant (Olivia's) and quick service restaurant so close by. Also, the boat transportation to Downtown Disney was excellent.
I would rate the service we received as 1 stars, the condition of the unit as 2 stars, and the resort amenities as 5 stars.
- Official Description (provided by the hotel):
- Experience the romance of the Florida Keys at this tranquil community of Conch Flats-a sprawling island hamlet with shimmering waterways, swaying palm trees and manicured golf-course fairways. Delight in sun-soaked pools, casual dining and such amenities as fully equipped kitchens or kitchenettes. A peaceful tropical paradise, Disney's Old Key West Resort is also just a boat ride away from the excitement of the Downtown Disney area. ... more less
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- Also Known As:
- Disney`s Old Key West Hotel Orlando
- Old Key West Resort
- Disneys Old Key West Hotel
- Disney Old Key West Resort
- Key West Disney
- Disneys Old Key West Resort
- Disney's Old Key West Resort Orlando, Florida