Disney's Saratoga Springs Resort & Spa

Brilliant! The room we had was very spacious, had everything you could ever need. It was so, so clean and tidy and the bed was very comfortable. The grounds were immaculately kept. The food and drink were faultless. All round great stay at this hotel. There was two things which weren’t a fault of the hotel but someone above us was smoking and throwing them off the balcony onto ours. We told the staff and it was quickly sorted. And also people were leaving towels on sun beds and even the tables around the pool which was frustrating.

I am writing to express my profound dissatisfaction with the treatment and service my family and I received during our recent visits, which have fallen far below the standards expected from Disney, especially for a loyal member with over 15 years of ownership. Firstly, on the day of check-out, a cast member knocked loudly on our door and then entered our accommodations without invitation. This invasion of privacy was not only unprofessional but extremely inappropriate. She proceeded to remove our accumulated trash and lingered at the end of the hallway, occupying her time on her phone for over an hour while we were trying to depart. Such behavior is unacceptable. Secondly, during our second stay, we encountered serious issues with the check-in process. The key cards and website access did not work. I contacted the front desk via the house phone to report that we had an ADA door but no ADA shower facility, and I clarified that I did not request any ADA-specific products. Due to the malfunctioning keys, we were forced to cancel a dinner reservation at Charley's Steakhouse, sweating through our shirts in the heat and experiencing significant frustration and stress. After multiple attempts, Brandon, the front desk manager, finally acknowledged that the door mechanism was faulty and provided Magic Bands, which did work four hours later — causing additional stress and health concerns, including raised blood pressure. Furthermore, during our check-in with the family part of our trip, it took over an hour to link and add all members on the website. For two family members, the process was unsuccessful, and we were repeatedly advised to contact Member Services. This level of inefficiency and lack of support is inexcusable for an organization of Disney's stature.