Dream Castle Hotel

DO NOT STAY HERE – SERIOUS HYGIENE ISSUE (USED CONDOM FOUND IN ROOM 🤢)
We recently returned from a 3-day stay at Dream Castle Hotel, and unfortunately our experience was extremely disappointing.
On arrival, the reception area appeared clean, modern, and welcoming. However, shortly after settling into our room, our 2-year-old daughter found a used condom in the wardrobe/bathroom area. This was absolutely shocking and completely unacceptable, posing a serious hygiene and health risk.
We immediately reported this to reception. While the staff initially apologised, they told us we would need to email management to let them investigate. The response from the head of staff, Gerard, was extremely poor and lacked any real concern. We were offered just three complimentary drinks and a late checkout for what was a major incident—this felt dismissive and inappropriate given the severity of the situation.
To make matters worse, we also discovered that the towels provided were dirty, with visible beard shavings on them. Staff informed us this was an ongoing issue with their external laundry provider—something they were clearly aware of, yet had not resolved. This raises serious concerns about the hotel’s hygiene standards overall.
The most upsetting part of this experience was the implication in Gerard’s email that we may have planted the condom ourselves. This accusation was both offensive and completely unprofessional.
The hotel has refused any meaningful compensation, which is extremely disappointing given the circumstances. We have since raised a formal complaint with Love Holidays, as we do not believe this hotel is safe or suitable—especially for families with young children.
If you are planning a trip to Disney and want a clean, safe, and enjoyable stay, I strongly recommend choosing one of the many other hotels in the area. This experience completely ruined what should have been a special trip.

The restaurant La Rotissoire was a very disappointing experience.
My family and I were truly let down by the overall quality of the meal, especially considering the price of €38 per person, excluding drinks.
Although the staff was polite, friendly, and professional, unfortunately the food did not meet expectations at all. The carrots had no flavour and seemed to be nothing more than plain sliced vegetables. Most of the dishes were fried, and there was not even a proper fresh salad with lettuce and tomatoes to balance the meal.
For the amount charged, we expected a much better dining experience, with higher-quality food and more attention to taste.
Overall, it was an overpriced experience that was definitely not worth the money.

We booked this as a family trip for my son’s 7th birthday, and it was honestly one of the most disappointing hotel experiences I have had. This hotel is absolutely not 4-star standard.

The room was in a shocking condition. The bed structure was visibly damaged, with splitting wood and loose fixings, creating a clear safety hazard. In a family room where a child is sleeping, this is completely unacceptable and dangerous. The bathroom was no better – visible mould, a cracked toilet, and generally poor maintenance throughout. This is not wear and tear, this is neglect.

To make matters worse, items were stolen from a locked locker at the swimming pool, including my shoes (worth over £100) and my children’s belongings. Staff were completely dismissive, refused to check CCTV, and told me to go to the police instead of offering any support or even basic concern. The lack of accountability was shocking.

Customer service throughout the stay was extremely poor. Staff were unhelpful, lacked any empathy, and appeared uninterested in resolving issues. At checkout, there was no apology, no acknowledgment, and no attempt to make things right.

Overall, this hotel fell far below what is advertised and what was paid for. It is not 4-star in any sense – not in condition, not in cleanliness, and certainly not in service. I would strongly advise others, particularly families, to avoid.

Very disappointed in hotel. Carpet in room stained and dirty, could tell not properly cleaned when we first arrived, mould in bathroom silicone and very dated. Room was so so warm, air con doesn’t work, just blows hot air. Pillow was so thick and hard, we all ended up putting towels rolled up into a pillowcase to get a sleep, far too high for children anyway. Never used the shuttle bus, it was full everyday when it arrived to hotel for pick up.
Not a huge selection at breakfast, baguette was rock hard and salad/fruit didn’t taste fresh.
Overall full family was dissapointed with the hotel, I would say most definitely not a 4 star hotel and would not return or recommend.

beautiful hotel, would definitely go back, as a very picky eater it gave me alot of options in the breakfast but not so much in the evening dinner, staff were beyond lovely. For me the stairs were quite hard to find but we mostly took the elevator. I liked that to get up the elevator you had to have a keycard, it felt alot safer. One of my problems were in the room, i stayed in a room with 2 other friends, in other rooms there was large groups, most people had problems with the ventilation in the room, 90% of us got a cold and sickness from it, the room has a large window and i kept it opened at all times but it was still too stuffy. Although there was that bad bit, the sickness was worth it and i would definitely stay again, stunning rooms, views and absolutely fabulous staff.

Room was clean other than carpets and the staff was reluctant to tell about food outside of hotel evening buffet was €38.00 per person. €350 for extra day in park behind desk and the only good thing was the childrens indoor play area shop was only open at night time pay for €5.00 for coke behind bar. No other attractions besides disney nearby. Shuttle bus service was very bad got pushed off the bus.Would come back but stay indifferent hotel

Lovely hotel with a spacious, comfortable room and generally enjoyable stay.

However, there were issues. The room was not fully clean, with hair in the bath and on a spare pillow, and some dirt on the carpet. There was also not enough milk or coffee provided.

The TV had very limited English channels, which is not what I would expect from a 4 star hotel.

There was no printed information in the room, only a QR code. This was not relaxing to use and caused real problems. When my phone died at the park, we could not access shuttle details or find where to get the shuttle back to the hotel from, especially at night. We ended up walking around 40 minutes back in the dark, which was stressful and avoidable.

I also received a scam email after booking, which the hotel is aware of, but this raises concerns about data security.

Breakfast was good, although seating was cramped and it was surprising to see guests in pyjamas in a 4 star hotel.

The pool and jacuzzi area also felt unsafe, with no rails or steps, making it unsuitable for older guests and children.

Overall, a good stay but with several important issues that need improvement.

This hotel is stunning.
We as a family of 4 booked this hotel as close together Disney and the shuttles are handy.
The hotel did not disappoint. Breakfast was included with our stay and a great variation of options.
We noticed on arrival some people were having to leave a £150 deposit using a credit card.
We had no info about this and refused to pay, because this was a new policy put into place from the hotel we didn’t need to pay.
We generally found the hotel stunning , ordered room service and Ubers without any issues.
Shuttle buses were busy but manageable. Will definitely be back to this hotel!

I had seen the reviews, it did worry me but i was like what can i do now everything had been booked.

The hotel is lovely and grand, so not like the reviews but the staff and people staying in the hotel are something else! kids running up and down all night in the corridors, shouting outside was like a zoo! I am not a snob but people coming down to breakfast in pyjamas is just no class.

I don't understand why this country is so cold and rude :-(

The shuttle bus is terrible, if you are a rugby player then please use your skills! for me to start with a Romanian woman pushed me out of the way with her buggy, this is assault! it upset me so much that i had to say a few words to her as she left the bus.

In the evening i was in the queue for the bar, a french woman was in front of me who then left the queue. I was just about to order, she then came back pushed us out the way and started to order, i was so annoyed i asked for the manager. They are useless, just said we cannot control peoples behaviour. I am a very shy person so for me to ask for a manager is unheard of! this was booked for my wife's 40th Birthday, I will never forgive myself for not sending the extra money and staying at a proper disney hotel.

I will never come back to any hotel other than at disney itself. I so wish i had of paid more and gone with my gut!

This hotel gives the impression of a 4 star but it is far from it. The noise was dreadful, people running about corridors all night, kids hanging out the windows shouting to other windows. When we complained nothing was done. The rooms are really dated and the carpets are disgusting. The main reception and doors to the rooms give off a grand feeling but beyond that the hotel is really dated. Food at this hotel is very over priced with a burger and fries costing €28. We wouldn’t go again. Would not recommend it to anyone.

Shocking service!!!!
Our room was OK... other areas nicer.
bathroom dated, bedside tabels marked. Worst part was the NOISE all night! !!!
Complained to front desk 3 times! Nothing was done, finally was told it was THEIR fault by some machinery like heating or something.
So no sleep after a full day at disney!! And no support or apology. Then told the only compensation was 40 euros back! I think its awfull! You pay money at hotels to get a good night's SLEEP and when you get None as a family and thats all we got back! DISCUSTING SERVICE.

Stayed here for one night and was impressed overall but with a couple of disappointments. The Room and hotel overall were immaculate, room was spacious and bed was comfortable. Staff were all friendly and helpful. The only drawbacks were the spa was not great, a small indoor pool with a cold whirlpool and wasn't overly fussed with breakfast. Bacon was overdone and the rest of the "hot" options were lukewarm at best

The hotel is beautiful and Quentin on reception really is a credit to you! He is so helpful and knowledgeable so thank you Quentin!
Breakfast is a good continental and has everything you need.
We had no problem with the shuttle bus and always managed to get on the bus we wanted. We were a family of 4.
The rooms are good and comfortable (just the pillows were too hard for us all and they didn’t have any other options.)
The pool and jacuzzi are good. Unfortunately the gym isn’t really a gym and the spa is also very dated.
The spa and gym are in great need of modernisation.
However we loved our stay and would most certainly stay there again next time.
Thank you!

My family and I were shocked by the lack of cleanliness at this hotel. The carpet in our room was filthy and looked like it hadn't been vacuumed in weeks. When we went down for a meal, the plates provided were greasy and still had food residue on them.

When I approached the front desk to complain, the staff was dismissive and outright rude rather than helpful. To make matters worse, they flatly refused to provide a refund for the inedible meal served on dirty dishes. For the price charged, the lack of basic hygiene and professional service is unacceptable. I strongly advise staying elsewhere.

We stayed for three nights (two adults and two children) to celebrate a birthday, and unfortunately, our experience on the first evening was extremely upsetting.
At the buffet restaurant, we immediately noticed that several plates were visibly dirty. Most concerning, one plate had a dead insect on it. We recorded this on video. This alone raised serious hygiene concerns.
In addition to the crockery issue, the majority of the hot food at the buffet was cold and not being kept at an acceptable temperature. When we politely asked if the children’s food could be warmed, we were told there was “no way” to do so. Our plates were then removed, and no alternative meal was offered.
Despite having already paid over £100 for the buffet, we were left without dinner. We had to leave the hotel late in the evening and pay €20 for transport to purchase food elsewhere so our children would not go to bed hungry.
The following morning, we raised the hygiene and service concerns with the manager, Alexander. We showed him the video of the dirty plate and dead insect. He requested a copy but refused to refund the meal.
After this complaint, housekeeping standards declined. Our room was not cleaned properly, towels were not replaced, and basic amenities were not replenished without repeated requests.
This was meant to be a special family celebration. Instead, we experienced poor hygiene standards and a complete lack of resolution when concerns were raised.
Very disappointing.

We’ve just come home from the most special few days staying at Dream Castle Hotel, and it genuinely made our trip.
We stayed in Room 3089 overlooking the garden and pool, and it was perfect. Waking up to that view each morning just added to the experience. Seeing my son’s face when he first saw the “castle” hotel is a memory we’ll always keep.
After long, magical days at Disneyland Paris, coming back to a warm, comfortable room and those incredibly comfy beds was exactly what we needed.
Breakfast was brilliantly organised. We went down around 7:30am one morning and about 8:15am on the others, and all three mornings we walked straight in with no waiting at all. With kids, that makes a huge difference. Plenty of choice and a relaxed start to the day.
The shuttle service during the day was easy and reliable. It’s worth noting that buses are understandably very busy at peak times after the fireworks. That’s no reflection on the hotel — just volume of guests. Some people unfortunately tried to push in rather than wait 15 minutes for the next bus, which isn’t ideal when you’re travelling with children. If you’re staying for the fireworks, I’d personally recommend grabbing a taxi for around €20 — quick, stress-free, and worth it at the end of a long day.
What really stood out though was the staff — always smiling, always helpful, and genuinely kind with the children.
For our family, it wasn’t just somewhere to sleep — it became part of the magic. We’ll always remember Room 3089, and we wouldn’t hesitate to book again. ⭐⭐⭐⭐⭐

Hotel was aesthetically pleasing, looked the part as far as the lobby, rooms clean. However, food prices in the hotel were ridiculous, many ordered from uber eats, rooms were basic, family room had minimal storage and tea and coffee supplies limited, bathroom rundown and cracked tiles/sink, mirrors falling off. Breakfast was limited and dining area, put something on your table as other guests will sit in your place. If you plan to sleep take ear plugs, as the noise after 10.30pm was horrendous, running up and down corridors and door knocking. Staff were helpful when complementing aspects of hotel, but if you have a question or an issue, unless you speak fluent French, they suddenly don't speak English, which is strange for a hotel that caters to all areas of the world. Trip of a life time, and the hotel was the only let down. Yes you're only there to sleep, but for what you pay you expect better facilities and consideration from staff. Would not recommend 😕

The entrance is very big & beautiful. The room was vet spacious but lacking a few things I.e telephone numbers to reception, connect to another room, taxi bus timetable. There could have veen a couple more bedside tables. Although there are negatives we did enjoy ourselves.
Several things need to be addressed
Swimming pool temperature is not 28°/29°
Breakfast was cold, they need to be ontop of replenishing food & crockery on our last morning we asked 3 times for cereal bowls.
Cleaning of room., they emptied 1 bin, the small table was not replenished with Tbags & dirty cups were left.
Drinks machine in corridor was not replenished in 3 days.
Curtains had a rip & what looked like a cigarette burn.
Bedside table was very small & scratched

I have just returned from the Dreamcastle after a 3 night stay, unfortunately I won’t be returning or recommending to our clients.

I would describe this hotel as a catfish, the lobby and grounds are very different to the rooms. The lobby is beautiful and smells divine, the grounds are beautifully kept, unfortunately the rooms are extremely dated, the bathroom is mustard yellow and the pillow on my bed was a small square which was laughable, photo attached. I did try to ring down to obtain a bigger pillow but no one answered the phone and there isn’t a housekeeping option on the phone.
The communal areas of the hotel are bright and cheery the room was dark, dreary and extremely warm, the room temperature control wasn’t user friendly and the QR code on it suggests you do not alter it even though the room was too warm.

Very convenient stay for Disneyland Paris! The free shuttle to and from Disney was frequent albeit crowded given the number of hotels it stops at. The theming and grounds of the hotel were BEAUTIFUL especially the garden in the back!
Room itself was nothing special. We had a large group and got two connecting rooms which was fun. Beds were adequate.
The breakfast was also good. Nothing to write home about, but it was nice getting to load up before heading into Disneyland.
The front desk staff were friendly and very helpful! They even helped us to print out our tax free purchase forms which was greatly appreciated!
Overall I would be happy staying again, but might try another hotel in the area next time to see what's out there.