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Wong
Hong Kong, China

Price surges with benefits and service quality plunge

1.0 of 5 bubblesReviewed 19 Aug 2021
1. Benefit cuts with price surge
I was told that the free parking has been cancelled one day before arrival when I make further enquiry with reservation hotline. I was told that fast pass has been cut for hotel guest since 1 July at Front Desk Counter upon check-in. Although they waive such charges during the stay, hotel should consider its inferior transportation. It is a wrong decision to cut free parking.

2. No clean and proper changing room at pool
Under this packed season, all swimming pool session was full and we have been allotted to use the pool at 12:00 next day after check-out. As we have checked out, we are told to use a public unclean toilet to clean our clothes with kids. And, there is merely one shower cubical for users. Finally, we need to change our clothes in public toilet and wait 10 minutes under air-conditioning environment for shower. I need to walk with my bare foot through the garden. The locker is outdoor and extremely tiny. I used 4 lockers to pack my things. When I ask for help from a male pool staff, he asked me to put my belonging on the bench but watch out myself.

3. No smiles / happiness from hotel staffs
I can meet smile at the shop. I can feel most staffs are not happy at work and intense. Actually, under this epidermic situation, hotel management should be happy they are earning abnormal profit compared to others and treat their staff better.

To conclude, it is difficult for me to stay again in Hong Kong Disney Hotel.
Date of stay: August 2021
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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 20 Aug 2021
Dear williamwB3391SH,

Thank you for your recent stay at our hotel, and your valuable time to provide a candid review is much appreciated.

We are apologetic for your unpleasant staying experience and inconveniences encountered. Please rest assured that all your opinions and comments are seriously noted and an earnest approach has been made with all relevant teams for a proper review. Hong Kong Disneyland constantly strives for the best service and accommodation to each of our guest. We treasure all our guests' comments and opinions as indeed they can assist to perfect our service standard.

Again, we apologize for your unsatisfactory experience. We look forward to welcoming your re-visit that we commit to bring you and your family a memorial Disney journey. Thank you!

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 17 August 2021 via mobile

Despite the huge crowd checking in, the hotel made it more bearable by issuing electronic ticket and reminded you when your turn was up through sms. The staff also forewarned us that it would take 45 minutes. This allowed my family and I to enjoy our late lunch in one of the restaurant while waiting for our turn to check-in.
Although this was our second time, the hotel had some new art workshop for the kids to join. The hotel also demonstrated flexibility by letting in walk-in guests to the pool when those signed-up didn't show up.
Overall, nice work in trying to keep the large check-in crowd happy.

Date of stay: August 2021
Trip type: Travelled with family
1  Thank 760keithl
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 20 August 2021

Dear 760keithl,

Thank you for contributing your valuable time to share your staying experience, much appreciated.

We are delighted to learn of your pleasantly stay at our Lodge enjoying our facilities and activities. We are thankful for your understanding in current pandemic status that some service adjustments are necessary to be arranged.

Our teams are looking forward to welcoming your 3rd & upcoming re-visits in a hot too distant future! Thank you!

Best Regards,

Michael Lock
Senior Manager, Hotel Operations

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 10 August 2021 via mobile

The hotel is completely full during summer.

- Check-in takes more than 45 mins
- Terribly long queues everywhere
- Swimming pool is full for all the sessions during the stay upon check-in
- All other kid facilities are full

It’s my most terrible family hotel stay. It is a total rip-off with almost full pricing of the room. Very disappointed with Disney Corp.

Room tip: Avoid the hotel during peak seasons at all cost
Date of stay: August 2021
Trip type: Travelled with family
3  Thank johnhui2020
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 13 August 2021

Dear johnhui2020,

Thank you for your recent stay at our Lodge and contributed your valuable time to write us a review of your staying experience.

We feel regretful to learn of your unpleasant stay with us, please accept my terrific apologies for all inconveniences caused. Due to the current pandemic status, we are obliged to commit the relevant rules to ensure the health and safety for each of our guest – thanks for your understanding in coping with the service adjustments and my apologies for some of the services did not meet your expectation. Your comments will definitely be shared with the relevant teams for proper review. If you would like to discuss further, we are delighted to hear from you.

We look forward to welcoming you back that we commit to create a memorial and magical stay for you.

Best Regards,

Michael Lock
Senior Manager, Hotel Operations


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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 August 2021 via mobile

Big thanks to Coco for efficiently managing the large number of checkin / checkout when we arrived in a very professional and polite. We didn’t feel rushed at all and her explanations were detailed despite the crowds. She went the extra mile.

Date of stay: August 2021
Trip type: Travelled with family
Thank Flyingmarmoset
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 August 2021

Dear Flyingmarmoset,

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

Thank you for your compliments to Coco for her professionalism. We have amazing teams to contribute the best services and assistances to each of our honorable guest enables memorable and impressive stays can be provided. On behalf of Coco and the teams, we appreciate your encouraging comments that will definitely be shared. Thank you!


We look forward to welcoming you 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
Reviewed 22 July 2021

Seems like Disney Explorers Lodge has been getting some bad rep since the start of summer holidays but hopefully this post will do it some justice.

Finding the Best Deal?
I had booked this 2 night (Tue - Thur) staycation months in advance to get a really good deal. I compared between Disney's own website between Hotels.com and ended up going with Hotels.com for a slightly cheaper rate. The hotel was extremely good in following all the remarks in the booking - 1.) my kids + husband's birthdays all fall in July, 2.) bed guards for both beds.

Milking your Annual Pass
It's great if you have a premium pass (or even if only ONE person in your family has it) you get all sorts of extra benefits. We had a 25% discount off for dinner and was given a free cake because it was the card holder's birthday. >> mind you we did have to make a reservation in advance and also ask for the hotel to put my kids' names on the cake. The hotel was awesome in all these extra touches like a small little chiffon cake for each kid when we got into our rooms, and then towers in the shape of cakes as turn down service.

Checking In
We arrived around 2pm and the lobby area was packed! They had a pretty good system of having you register your mobile number and then texting you when it's your turn to go check in. We waited for about 45 min before getting texted and once we got to the reception it was very brisk and smooth. There's plenty to see and do to kill time even around the lobby area (Disney store, TV corner for kids, lots of fun decorations, characters appearing every now and then, staff handing out stickers, checking out Charts Cafe's snacks, etc.) It was pouring on the day of our check in otherwise I think you can venture straight into the gardens which are absolutely stunning!

Swimming
A lot of reviews said booking for swimming timeslot was a pain. I agree and think if it was a one night stay we probably wouldn't have stood a chance. So we were grateful to be given a 10am timeslot for the third day and eventually still able to change it to 8am.

Food Options
Mind you we did not book restaurants until the weekend before and almost everything was booked out. We only managed to get breakfasts confirmed (both days at the same restaurant), and on waiting list for dinner. They eventually called us back to confirm a table for dinner @ Dragon Wind for the first night and that was good enough. Tbh the restaurant was not even half full when we left the restaurant at 7:20pm so it IS possible. My recommendation is to only try each restaurant once. If you've got young kids, bring a LOT of snacks, fresh fruits and veggie sticks.

Nemo Playroom
I had read a lot of reviews beforehand talking about when to line up... but to be honest, the line on non-park opening days are crazy long, so the best way to get in is to have an early dinner as soon as restaurants open at 6pm and get the kids in there for 15-20 min after meal time. To be honest, the playroom is pretty dry and anything less than 30 min is good enough - and only if it's a rainy day as well otherwise why waste time indoors!

All in all, I think if you lower your expectations, you definitely won't be disappointed hahaha The proximity of the hotel to Disneyland and being able to visit the park in the morning then head back for a short nap before running back for their last show of the day was all worth it!

Date of stay: July 2021
    • Location
    • Sleep Quality
    • Service
Thank Phebe L
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 27 July 2021

Dear Phebe L,

Thank you for choosing our Lodge to be your staycation destination. We appreciate you valuable time to provide a detailed and candid review of your stay.

We are pleased to hear that you had enjoyable time at our property. For some inconveniences caused at hotel on non-p[ark opening day, please accept our apologies for letting you down.

We look forward to welcoming you back in a re-visit in a not too distant future.

Best Regards,

Michael Lock
Senior Manager, Hotel Operations

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 July 2021 via mobile

I booked a 1 night stay for 2 adults and 1 child with 2 day park ticket. This was done on the Disneyland website. However when I checked in I was told that the 2 day park ticket was for the 2 adults only, despite the room booking being for 2 adults and 1 child. The front desk agreed that the original sale was "misleading". I was forced to pay for the child 2 day ticket making the price for my staycation way more expensive than budgeted. I hate to use the word "scam" but when booking a deal for 3 people and then being told that only 2 adults can go to the park, what am I expected to do with my child. Hotel and park were good, but the whole misleading deal left a bad taste.

Room tip: Check your deal includes the children!
Date of stay: July 2021
Trip type: Travelled with family
1  Thank jordanboy
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 13 July 2021

Dear jordanboy,

Thank you for choosing our Lodge for your staycation experience and your valuable time contributed to share your comments is much appreciated.

We regret to learn of the confusion about park ticket that caused you some inconveniences. Please accept our sincerely apologies for letting you down. We treasure all our guests' opinions and your input will be shared with the teams for proper review enables us to to enhance our guest experience. Thank you.

We are glad to hear of your pleasant experience both in park and hotel. We very much look forward to welcoming you back in a not too distant future.

Kind 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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