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Phil's Grub Hub
United Kingdom

Things you need to know before your stay.

3.0 of 5 bubblesReviewed 26 Jun 2021via mobile
What you need to know:
-Make restaurant reservations a week in advance.
-Bring your own drinks and snacks.
-Book the swimming pool ASAP
-Room service menu is a QR code on the back of your room key
-Go the indoor play area 10 mins before cleaning and line up outside and wait for the next session.
-Have fun

Hotel is lovely and clean, love all the decor and it brings me back to my childhood year in which my children can share the same experience.

The staff are very friendly here. Especially the front door staff. They even helped drive us over to the other hotel to enjoy other restaurants.

Room - overlooked the swimming pool.
Nice size and clean. Comfortable beds safe for toddlers.

I found there are too many people here for the hotel to cater for. I understand there are rules and regulations put in place due to covid but we couldn't book in any restaraunt and was told we can go and wait at a restaurant but there are 39 tables waiting for a table befor us. 😳

We did manage to get in to restaurant but we were told we had a time limit which I completly understand but the food arrived cold and just before our limit was up.

We managed to book the swimming pool which is in 50 mins intervals so you get around 40mins in the pool once the staff check you in and they ask you to get out 5 mins before the 50 mins is up. Which is fine for me it was reassuring to know we are able to have a swim in the pool because I recon if there was no booking system we wouldn't be able to get near the pool for a swim (pre/post pandemic).

Room service - it took around 30 mins for 2 drinks to be delivered to our room.

Couldn't find anywhere to buy snacks or drinks without the need to call room service and waiting 30 mins for it.

It wasn't until the next day I found in order to find the the room service menu was through a QR code on the key or on the TV.

Indoor play area.
We tried 3 times for my son to go in and play. Unfortunately we couldn't get in. I wish the hotel had a similar booking policy for the indoor play area as the pool. (If the hotel does I wasn't made aware of this).

All in all I would come back now I know what the rules are and how to plan our stay better.
My son still had a great time and that's the main thing.

Thank you 😊
Date of stay: June 2021
Trip type: Travelled with family
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
DEL GSM, Guest Services / Front Office at Disney Explorers Lodge, responded to this review
Responded 29 Jun 2021
Dear jetseteat,

Thank you for your stay at our Lodge and appreciate your valuable time to provide a detailed review of your stay.

We are glad to hear of your comfy stay to enjoy our accommodation and our Cast Members' services. Due to current pandemic threat, we are obliged to adjust some of the services and activities to ensure proper safety measures and environment are provided to each of guest. Thank you for your understanding and please accept our sincere apologies for causing you inconvenience during the course.

We very much look forward to welcoming you back. Kindly please reach out to me directly at hkdl.askdelmanager@disney.com that I would like to give you my personal commitment that the team and I will give you an enjoyable staying experience.

Best Regards,

Michael Lock
Senior Manager, Hotel Operations
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 27 June 2021 via mobile

“Dear Mickey and Minnie,

Hey guys! Just writing in to say thanks again for letting us stay at your place, ADVENTURERS SUITE, while you were off on another of your own adventures, even lending us your landrover to pick us up from the train station & drive us around as we required, within resort.

Thanks for the sumptuous snack platter, served at the right time after arrival, to tide us over till dinner.

You have a really nice residence...well located, lit....being able to get natural sunlight & wonderful seaview...a comfortable sitting area, including that ‘throne’...

The dining room is very homely, with that large table..it reminded my father of the family meals he had growing up...we made sure to take advantage of it by having a proper dinner & breakfast on it, me, my parents & my sister, bonding over delicious food provided by your kitchen/restaurant. ...

Now, the bathrooms..wow...the tub, the rainshower, the double sinks and separate toilet, vanity counter/table .. I bet you guys never feel crowded if you happen to be there at the same time...

We loved looking at all the memorabilia throughout the place, the different souvenirs you’ve collected from your travels worldwide..by the way, that fish hook on the wall wasnt really Māui’s manaiakalani, right?..right?! ...and that UV flashlight made it even more fun exploring.

It was just an overnighter, but we were able to find the time and watch a movie, from the discs you left out for us to choose from....dont worry, with comfortable sleeping arrangements you made, we were able to fall asleep at once, especially in the 4 poster bed....

Then while waiting for breakfast to be served, we wondered which games were your fave, as we did 4-player games on Nintendo SWITCH (which we’ve never really done before)...really tricky about that ‘treasure chest’..kept us busy for awhile looking for map pieces, even searching in the tent, then trying to decipher it ..so glad we were able to open it otherwise we wouldnt have been able to find the treasure...thanks for the reward!

We’re so glad we were finally able to pass by..please kindly extend our gratitude to your staff, castmembers:

Donny-Hang (drivers), Coco-Kin-Karl (@arrival), Jacky-Tony-Bob (luggage/bell desk), Carrie-Kyra+Carrie & Emily (at the pool), Steve-Thompson-Andressa+Neville (F&B team), Jorky-Jack & Jason (@departure)
...with Joe Fung leading all, everybody did a very good job welcoming us back, making us feel comfortable & relaxed, on your behalf, in your absence.

What an awesome pre-birthday gift, plus a great place to celebrate father’s day..we’d love to come over and hang out again, but we might miss you & Minnie again coz I’m so sure you will probably be away, travelling exploring the world ...

Have fun, be safe, bring back & share some more souvenirs!...Anyway, thanks again for the hospitality, the welcome gifts, etc and letting us make another family memory.”

Sincerely,

J

Date of stay: May 2021
Trip type: Travelled with family
Thank Odyssey34040597284
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
DEL GSM, Guest Services / Front Office at Disney Explorers Lodge, responded to this reviewResponded 29 June 2021

Dear Odyssey34040597284,

Thank you for your recent stay with us and provided such a beautiful and encouraging review! Thank you!

It is always thrilled to receive compliments, especially from our honorable guests who enjoyed all our accommodation, facilities and services. Your awesome five-star rating definitely acts as a highlight of the day and bring all our Cast Members a refill of strong motivations! We are pleased to commend our Cast Members' professionalism and will certainly share with the teams for their efforts put for your marvelous stay.

We look forward to welcoming you back to provide another fun and memorial experience for you and your family!

Best Regards,

Michael Lock
Senior Manager, Hotel Operations

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 26 June 2021 via mobile

The hotel is new and staff are very pleasant but struggling, the hotel don’t have enough catering facilities for all guests, they claim COVID but other hotels in HK are not experiencing the same problems.

Our experience at the hotels Resturant had tarnished our staycation, the hotel needs a professional F+B manger who can plan much better.

We ate at the Resturant called “ World of Colours “ we where told we had to leave in 90 mins the starter was cold, the drinks took ages to arrive when our very expensive main course finally arrived over an hour later we had just 20 mins to eat and leave. Not a good experience 😢😢

Hopefully the hotel will improve

Room tip: Bring your own food and drinks, the hotel is struggling.
Date of stay: May 2021
Trip type: Travelled with family
3  Thank Kgoughuk
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
DEL GSM, Guest Services / Front Office at Disney Explorers Lodge, responded to this reviewResponded 29 June 2021

Dear Kgoughuk,

Thank you for choosing our Lodge as your staycation destination. We appreciate your valuable time contributed for providing a review of your stay.

We regret to hear of your disappointed dining experience. We appreciate and treasure all our guests' opinions and will take an earnest approach with the relevant teams for a proper review. Please accept our sincere apologies for letting you down on the service.

We hope you will come back to visit us in the future. Should you choose to return to stay with us, you could reach out to me directly at hkdl.askdelmanager@disney.com. I would like to give you my personal commitment that the team and I will give you an enjoyable staying experience.

Best Regards,

Michael Lock
Senior Manager, Hotel Operations

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 31 May 2021 via mobile

Very very poor arrangement. We have stayed in the hotel a year ago and had a gd experience, so we came back with family and it was like a nightmare this time.

We have booked 4 seaview rooms at Explorer's Lodge 1 month in advance, but during our visit, we couldn't use the swimming pool, failed to reserve dinner in all restaurants and the seat reservation for lion king was cancelled without prior notice.

There is currently a limit to the number of people using the swimming pool, but you cant book before you check in, and the first thing we did upon arrival was booking for the swimming pool and we were told it was FULL.
We tried to book for dinner a week or so ago, and all restaurants were FULL and did not accept further booking.
The Seaview room guests are entitled for seat reservation in Lion King, which was written when we made the hotel booking. But when we check in, we were told that no seat was reserved due to new policy.

In addition, we called their hotline and it's like forever before someone pick up the phone.

The hotel is a very disappointing one...

Date of stay: May 2021
Trip type: Travelled with family
Thank Susan928john
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
DEL GSM, Guest Services / Front Office at Disney Explorers Lodge, responded to this reviewResponded 1 June 2021

Dear Susan928john,

Thank you for your return stay at our Lodge and contributed your valuable time to provide feedback of your staying experience.

We appreciate your feedback to bring the above to our attention. We truly feel regretful to know that you encountered the mentioned unpleasant experiences and caused you inconveniences. On behalf of our hotel, please accept my sincere apologies for letting you down during the stay.

Due to the current pandemic threat, we oblige to cope with the associated government policies in adjusting some of our services and facilities to provide the most proper measure for a safety environment for each of our guest and Cast Member. We are thankful for your understanding and apologize for creating difficulties to you when aligning with these alterations.

We hope you will be back to visit us in the future. Should you choose to return to stay with us, I would like to give you my personal commitment that the team and I will give you a brand new experience with magical.

We look forward to welcoming you back.

Best Regards,

Michael Lock
Senior Manager, Hotel Operations

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 24 May 2021

This is our second time to stay a weekend at the Explorers Lodge (in about 3 months) because we love it so much. It truly feels like a weekend away from Hong Kong. The cast members (aka staff) are truly exceptional! They made us feel like part of their family. Just to name a few - KC our driver, Joe and Neville really are the best and we look forward to seeing them again soon!! Thanks Explorers Lodge!

Date of stay: May 2021
    • Location
    • Cleanliness
    • Service
Thank sfdude26
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
DEL GSM, Guest Services / Front Office at Disney Explorers Lodge, responded to this reviewResponded 25 May 2021

Dear sfdude26,

Thank you for your recent revisit to our Lodge with the awesome 5-star rating offered! We truly appreciate your support to Hong Kong Disneyland!

It is always encouraged to receive compliments from our honorable guests. Your positive comments definitely will enhance our team spirit as well as an added driving force for the teams' motivations to continuously strive for the best service and accommodation for each of our guest.

Your commendations will be shared with KC, Joe and Neville for their service excellence to provide you and your family an enjoyable stay. It is also our pleasure to compliment our Cast Members for their excellent effort has been put.

Absolutely, we very much look forward to welcoming you back!

Best Regards,

Michael Lock
Senior Manager, Hotel Operations


Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 May 2021

,,,I may not be of Motunui, but we will never get tired of looking at the sea-level horizon view from the balcony, whenever we decide to take a break from life's daily routine, and go back to our favourite home away from home in hong kong, to be warmly welcomed back by people who are almost family to us by now...it was good to be 'home'...

,,,but as familiar as the castmembers are, its been 6 month since we've been and there are noticeable changes again to services & facilities, based on the govt's updated restrictions/precautionary measures vs the pandemic, and thats whate i'll focus on for this review, for future 'explorers'...

...for those with breakfast included in the room reservation, Dragon Wind (DW) is your destination..its still set menu... i noticed a couple of items (that we used to order/pay extra for as not part of the choices ) taken off the menu but theres a japanese set included ...by the way, in the 3 F&B outlets, you are encouraged to scan QR codes to peruse the menu, instead of through old school hardcopy menus, ie less cross-contact through said items...smart! ...i assume for non-hotel gsts, walk-ins, breakfast not included, Chart Room Cafe (CRC) now serves breakfast (same choices as in DW) as well...World of Color used to, but now only open from lunch through dinner/closing....for a resort, food quality/portions is acceptable, prices reasonable, in all 3 outlets...my only comment/wish is that CRC's customer demand increases so that she can justify staying open the whole day like before, so guests can drop by anytime to get snacks, specialty coffees/drinks, coz sometimes you really just want something quick but not in a restaurant or from room service, especially if you're staying longer than a night....oh, and room service is still available, including during overnight, albeit limited choices (vs room service menu of HK Disneyland Hotel) ...and if it's not too much, maybe let guests have access to buy popcorn in the Lodge, especially for those who prefer to hang in the hotel vs going into the park for it..

...theres a limit capacity for Dewdrop Pool, increased cleaning schedule as well..and since the Lodge is only accepting room reservations for the weekends, thus results to high/full occupancy, in order for the Lodge tobe able to accomodate interested guests, you need to reserve a time slot once per day/stay so that the they can evenly distribute pool usage time/capacity...fair enough...the pool and its clean surroundings remain as fun, peaceful and relaxing as its looked and been since the Lodge opened...

...theres an area in the Oceania Gardens where lawn chairs are set up for guests to relax in, maybe order some wine & snacks to watch the sunset (reasonably priced, trust me)..you can have a badminton area set up... scooters can be rented out for kids (& kids-at-heart?) to 'scoot' on the paths along the gardens...whoever came up with this area/idea really has the guests in mind, ie making sure that they really feel that resort atmosphere when on the grounds outside of their rooms ..am I right, Joe? ;)

...disney characters are still around, eg we got to say goodbye to Mickey as he waved from the balcony just above the lobby, still being able to have that 'character greeting' picture with guests, in this social-distancing world we live in...

...although we still have to stay in the ever popular ADVENTURER'S SUITE (maybe one day someday when its actually available when we are), everything else is more or less the same, still fun for the kids & adults, from when were there last, especially the big sized rooms, large comfy beds, the rainshower....and of course the Lodge's castmembers, starting from the staff looking like safari guides at the entrance, and the housekeeping staff (in their uniform that always reminds me of Belle's blue & white outfit)...everybody always has a smile &or friendly greeting no matter what time the day..

..as such, its my pleasure to give a the usual shout out to those who assisted+took care of us during 3D2N, ie those who are basically the same 'friends' we've met/interacted with in previous visits...if you're lucky to meet them, be rest assured that you are in good hands of caring staff who genuinely provide excellent customer service:

" Thank you, Karl & Ivy (reception) , Yan and Raymond (DW), Neville, Ivy and Mike (WOC), Calli/Brianna (Gst Services), KC in the lobby, housekeeping/security staff we met during our stay" ...and last but not least, thanks to the man in charge...the man with the silver fox looking pompadour, the man in his cool vest looking like he's just about to give the best ballroom dancing performance you've ever seen (just kidding, JF..haha)...seriously, "THANK YOU very much JOE FUNG" for possibly going above and beyond duties to ensure me & family really enjoyed but relaxed through last weekend...you're a good man with a great team behind supporting you..Disney is fortunate to have you boys & girls..good job y'all!....and "Mr Moriarty, BRAVO!!"

Date of stay: April 2021
    • Rooms
    • Cleanliness
    • Service
1  Thank JoseAN1167
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
DEL GSM, Guest Services / Front Office at Disney Explorers Lodge, responded to this reviewResponded 10 May 2021

Dear JoseAN1167,

Thank you for your stay at our Lodge and much appreciated for your valuable time to provide a detailed review of your stay with us.

It is always thrilled to receive positive comments from our honorable guests regarding their enjoyable stay. We are pleased to hear of your delightful experience at our property with the hotel environment, facilities, dining experience and our Cast Members’ services. Your awesome 5-star rating together with your compliments are definitely the highlights of our days, and have raised our teams’ spirit with added value to the motivation in striving for the best service and accommodation to each or our guest. Thank you!

Your comments regarding CRC are well received. We treasure all our guests’ opinions and please rest assured that your perspectives will be shared with our relevant teams as indeed they will assist us to perfect our service standard and guest experience.

We very much look forward to welcoming you and your family back in a not too distant future.

Best Regards,

Michael Lock
Senior Manager, Hotel Operations.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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