I want to start out with the fact that we had a wonderful long 4th of July weekend and the issues we had were taken care of. The room was spacious and clean. The staff was outstanding, front desk, valets, service at restaurants, ect. Bull and Bear was amazing. The hotel staff were always checking to be sure we were happy and to see if we needed anything. Also for a Disney partner hotel full of children on a busy holiday weekend, I was pleasantly surprised about how quiet our room was! I never heard another guest at night.
There are a few glitches though, two of them were not a big deal. The first two minor glitches were our room was not ready when we arrived after 4:00 PM, but this was immediately taken care of. We had a complimentary drink while we waited for a text. Second, as a Gold member, they forgot to take the new daily credit off our bill. Again, taken care of immediately & this was new, so understandable there could be some bugs to work out.
The third glitch was the bad one. This one made me disappointed in the Waldorf Astoria and lose trust in the Hilton Brand booking process. I had planned on giving 2 stars because of it, but the friendliness and helpfulness of the staff once we arrived (and the fact the issue was fixed) made me change my mind. Although, it should not have happened in the first place.
What had happened was that we booked a Deluxe Disney View Suite, on the hotels webpage, back in March of 2021 for the July 4th weekend. I had pre-paid for one night. That room type was still available for at least two months after we booked (in other words, we booked it long before others). The day before we were to leave, I checked in on the app. As a Hilton Gold member, I of course did not expect an upgrade considering it was a busy holiday weekend, but I was not expecting a downgrade! The app offered only four downgraded Deluxe Suite rooms, NONE of them Disney view. The best offered was 4th floor pool view, not what we wanted considering we wanted to watch the fireworks. I immediately called the hotel and the woman who I spoke with was able to “switch some things around" so I knew that they had given other people the room we booked. I am very disappointed that a high end hotel would downgrade us and not be proactive by warning us that we were being downgraded without us having to call and get the issue fixed. If we had showed up before we noticed the downgrade, it would had been a lot worse because I know there were no better rooms to offer that weekend. I am glad we got the room we had originally booked, but despite the fact we had a great experience once checked in, it made me weary about future reservations with any Hilton brands. I have a suggestion that maybe the app be programmed to warn a guest when they are not being offered the room they booked so that guest can cancel or the hotel can make up for it before the guest arrives. Here lies the impersonal flaw of a digital key.