Review of Fantasyland Hotel 3*

Had a bad experience on our last stay, arrived at the hotel before check-in time and figured our room would not be ready yet and it wasn't so no big deal; left our bags with the bell desk and was told we would receive a text message when our room was ready but if we didn't receive a text before 4pm to just come back and pick up our room key. By about 5pm we never received a text so we returned to pick up our keys, we were met with a very large very slow moving line. Not wanting to standing in line if our room was still not ready we figured we'd call and ask, got bounced to 3 different people before we were told "sorry I'm busy helping someone else right now and we'll call you back *click*" No one ever did call back so we waited in line for 45 minutes to be told our room was not ready (about 2 hours after check-in time) We expressed our displeasure and let the front counter person know we would like to speak to a manager or would like our money back so we can go to another hotel; well now our room was "ready". So finished checking in to go to the room and find it was sill being cleaned… O well dropped our bags in the room and left. The room itself? Old and outdated like most reviews say. One of the lights above the tub flickered rapidly so it stayed off which made the room dark. The thermostat in the room did not work properly as it was set to about 22 but in the mornings the room would be about 15. The bed was pretty hard, which yes beds can't accommodate everyone but to me it was uncomfortable. The TV in the room would at random change back to the movie preview channel when on a different channel. The valet and room service were a positive of the trip, however when we were leaving I called down to get my truck brought around the I had to let the phone ring for over a minute before someone answered the phone; and this is after 3 other attempts of calling down but giving up after 10 or so rings each time. All in all the hotel clearly suffers from a lack of staff and lack of proper management "well sir we do have 300 rooms to clean" is not an excuse 2 hours after check-in time; for 1 I have been in hotels with over a thousand rooms and were ready for check in; 2 your the ones that set the 4pm deadline; 3 had someone told us on the phone the room was not ready I would not have waited in the line for 45 minutes then yes been demanding when I finally reached the front; 4 you knew how many rooms you had booked and therefor how much staff would be needed. If you really want to stay in mall then this is your only choice but otherwise there are MANY hotels very close the mall that will compete for your business and offer proper customer service.