TripAdvisor Traveler Rating

Unfortunately Disney has lost its Magic. Every year the quality of our trips gets worse. Premium price for a mid level dated room and hotel. There is no magic left. Construction everywhere. The rooms are outdated and dingy. No customer service to brag about. The only reason to stay here is for the convenience to the parks but at 800 to 1000 a night it's not worth it. Sadly I don't think we will ever have back what Disney was ad one time. A place where everyone could be a kid again and enjoy the magic that once was.

We checked in after booking a “Club Level Premium View” room as we have several times before. We got in late after a horrible day of travel and delayed flights we couldn’t wait to be greeted by our favorite hotel, but things were only about to get worse. We get to our supposed club level room (on the 8th floor, club level is 9th to 11th floors) and it’s jammed in a corner between elevators and ice machines. We walk in to a room with burned out lightbulbs, soap dispenser ripped off the wall and no bedding for the 5 adult guest (just a pillow). The real topper is when we go to take a shower the tub doesn’t drain and we’re taking a shower in bath water. All acceptable conditions for a room at Motel 6, but we’re paying over a $1,000 a night FOR A PREMIUM CLUB LEVEL ROOM!!! As I stated before, we’ve stayed in this room type several times before and know what is to expect, and this was not it!!! I call down to the front desk to complain and instead of making it right they get nasty with me and tell me that’s all they have for me and to deal with it basically, but they will send someone to fix tub. He didn’t show up until an hour later and by that time we had gone to bed as it was now 2 am! The next morning my husband speaks with a manager and we’re FINALLY told they will change rooms for us but we need to vacate our current room by 11:00am and then be without a room until they clean a room. They made sure to put us out as much as possible and didn’t give us a new room until 2pm. Each time we went to the front desk trying to fix this mess and get into a room we were treated with nothing but hostility and nastiness. I truly could not wait to check out. Bottom line we should have never been inconvenienced in the way that we were, nor should we have been made to feel like we were difficult simply because we wanted the room type we were paying for. We’ve been staying at park resorts for the past twenty years but after this we will never be back!

Rude, confused nonhelpful front fest and managers at Disneyland hotel and Grand Californian. After a person pooped in the pool I was checked out and moved to the Grand. When I got there, no info was transferred. Mass confusion. Rude desk person and manager. after being treated really poorly, and getting discriminating looks from all staff. I opted for a refund and I was given refund promise and cancelation on my reservation. Only to find later My family member was charged the $1200 amount. After negotiating back-and-forth for weeks with management and the higher-ups, they have decided they will not refund so we are paying $1200 for a room that we never used. Way to go Disney. That’s a great way to treat people at the happiest place on earth! Ruined my summer. And relationships with Disney.

This will be our last stay at DLH. We have always chosen to stay at Disneyland Hotel for the past 5 years because of the ambiance and service. It is very expensive. And, this time around, when we went to the front desk to inquire about our room configuration, the front desk supervisor was devoid of kindness and empathy. I understand the hotel was fully booked and there wasn’t anything else they could do but he did not have to say it in a way that was so mean. He did not have to talk down to me. I was so shocked by the way he talked to me. I should have gotten his name. For the money we spent (~$1800/night for a suite), we had the lovely view of the parking lot and the noise of massive vents and cars honking on the road. The fact that no matter how much you pay, your room preference, view, number of beds, etc. are not guaranteed makes it a very stressful booking experience. The benefit of one special lightening lane per stay is a joke. How is that fair for people who book 5 nights instead of 1? It should be one per night of stay. I would consider coming back to DLH if they changed this benefit to one per night of stay despite the stressful booking set up of not knowing what kind of suite you will get until you check in. Downtown Disney has gotten worse and it is just a strip of outdoor malls - nothing different than an outdoor mall 10 min away from our house but worse because there is very little shade. So, the idea of staying in the bubble by walking through Downtown Disney does not justify the astronomical cost difference. We have ethical issues with their new Premier Pass system but theoretically, we could stay on Harbor Blvd. and pay for PP and still save money than staying at DLH. I wrote to the Guest Relations almost a week ago but haven’t heard from them. I am taking my business to Westin or one of the hotels on Harbor if we ever come back to Anaheim. We go to Disneyland every year but next year we are planning to go to Tokyo instead (it still comes out cheaper than Anaheim and the onsite Disneyland Hotel in Tokyo is exceptionally superior in every way including the fact that you can choose the #of beds and view.) Plus one star for proximity to Trader Sam’s. It makes signing up to dine at Trader Sam’s much easier when you are a DLH hotel guest. Plus another star for several Cast Members who empathized with my disappointment with our suite and comfortable beds and bedding.

Pros:The grounds, pool, food and friendliness of the staff were great. The light up headboard was great. One free lighting lane. Cons: Our room was on the 4th floor of the adventure tower facing Disney springs. Every morning between 5:30-6:10am there was a loud vibrating noise that sounded similar to construction. Each night at Disney springs there was VERY loud music with 2 nights having a live band until 10:30pm. After getting woken up early, rope dropping at the park and being at the parks in the heat all day we just wanted to go to bed early but we're not able to due to the loud noises. I would not recommend staying there if you and your family plan on going to bed before 10:30pm. There was also only one working elevator which was also frustrating bc there was typically a line to get back to your room and you had to walk further down since you could only get in and out one way (our room wasn't near the working elevator). We will probably never stay here again unfortunately bc we're exhausted and the experience was unlike any other Disney resort we've stayed at.