We were there on those exact dates as well, 1/27-2/2, on an award. As lowly golds we were in the Palace Tower (started in a dirty, poorly maintained Ocean room, moved with much difficulty). The room was of average size, very poorly designed (bed placed so that only one of us could watch tv in bed at a time, large space wasted behind bed and couch, etc.) and rather shabby and worn.
I had requested the Lagoon Tower weeks in advance (and again by email the day before and again on check it), but it was "unavailable". We were traveling with our three children and wanted to be near the slide pool and Dolphin areas. Interesting that it was available to you on the same day.
In addition to room service trays, our tower was also littered with roll away beds (sometimes standing in herds around the elevators for days at a time). We found the staff to be polite but utterly unintrested in the quality of our experience.
The only restaurants we tried were the Provision Company (great view, ok service, mostly ok food, hefty prices) and the Boat Landing (counter service) and the Lagoon Grill (good burger, very good service).
Although the pools were very kid friendly and our daughter loved her dolphin experience ($185 w/ video), we left feeling that we had wasted our points on a very motelish experience. I have never stayed in a Hampton Inn with such shabby rooms and indifferent service and was expecting better from a "Hilton Resort"