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View Full Version : Requesting a room change


BirdsOfPreyDave
08-23-2011, 04:02 PM
We stayed in a Tree House Villa, last week. When we checked in and got to our room, I saw it was one of the accessible units. I called the front desk and explained that I didn't have an issue with the HA room, but if there was a standard unit available, we would appreciate being moved because we enjoy using the spa tub. (Tree House HA villas don't have a spa tub.) The cast member asked if they could call me back.

While we waited, I was very conscious of the fact that this may not be our room, and didn't want to disturb anything. We all stood just inside the front door, and I asked everyone to not even sit on the couch.

Two minutes later, the front desk called us back with another room. We lost our water view in the move, but were happy to have the spa tub. (I used it several times that week and was happier with it than the view.)

When we got to our new room, we found that someone else had been assigned to it, and had apparently asked to be moved. (It wasn't the most optimal location, so I can understand that.) Unfortunately, these folks weren't quite as courtious as we had been. The room had obviously been cleaned and serviced. However, after the maid left, someone used the guest bathroom to take a shower, and how obviously laid on the 2nd bedroom bed to watch TV. (There was a paper pirate hat on the bed, and the remote control was sitting on the bed next to it.) The toilet seat was also up in this bathroom, and the soaps and shampoos were missing. In the master bath, there were a few wet hand towels on the sink.

I didn't freak, but was really embarassed. We had first-time DVC visitors staying with us, and it was their bedroom/bath that was most effected. Before they came up from their car, I quickly removed the wet towels from the bathroom and cleaned up. I didn't ask housekeeping to re-clean the room, but did call to have new sets of towels delivered. When our Owner's Locker was delivered, I used some of my cleaning products to give their sink and toilet a quick wipe down. (In retrospect, I wish I had insisted on a re-cleaning so the people who messed up the room would have been charged the cleaning fee.)

So I guess I have a new pet peeve. If you're going to request a room change, please don't be a pig in the room you're going to move out of!

disneynutz
08-23-2011, 05:59 PM
IMO you were wrong to not request a cleaning. It is Disney policy to charge a room change fee, although some resorts/CM's don't enforce it. The fee should be quoited when you request the change. We were charged the fee at Kidani when our Savanna View Room was actually a view of the rear of the pool. The fee was eventually reversed by the Front Desk Manager when they admitted that they get complaints about the room categories in that area everyday.

:earsboy: Bill

Mike2023
08-23-2011, 06:48 PM
If you're going to request a room change, please don't be a pig in the room you're going to move out of!

The Person used the shower, left the toilet seat up and laid down on the bed? I'm not sure I would classify that as being a "pig" in the room.

I think the blame here should be laid on disney and not the person who used the room. Its Disney's job to ensure you get a clean room ready for your stay, not the previous tenant.

BirdsOfPreyDave
08-23-2011, 07:07 PM
I'm not sure I would classify that as being a "pig" in the room.In a room you know is going to be assigned to someone else without being re-cleaned? I don't agree.

Now, if the person had volunteered this information to the front desk -- that they'd been using the room and it needed a re-cleaning -- I'd have no problem with them at all. I doubt that was the case.

DizDays
08-23-2011, 07:29 PM
UGH! So sorry you had this experience. What a way to start a trip. I don't know what I would have done in that situation. I'm sure my DH would have insisted on a cleaning.

disneynutz
08-23-2011, 07:33 PM
We have been put in a room and been told to use it until our real room was ready. I don't know if this was the case but consider the possibility. I still don't think that the banner king should be cleaning their room when checking in, I wish that you would have gone to the Front Desk and talked to the Manager.

:earsboy: Bill

bwvBound
08-23-2011, 07:53 PM
I wish that you would have gone to the Front Desk and talked to the Manager.That is a bit of a long hike from the Treehouses? Especially if you have guests carting their luggage just a few steps behind you. I would have immediately jumped into cleaning the unit myself, as did the OP.

I really wish 'HA' was a selectable/bookable room category like my other major brand points-based timeshare!! We "accepted" an HA unit at AKV one year and I later wished I had not been quiet. Dealing with the roll-in shower (water everywhere!), losing the jetted tub, and losing the typical bathroom storage areas really creates a hardship. I should have insisted on either a room change or reduction of points paid for the unit.

quirty30
08-23-2011, 09:51 PM
I can comment on this from a couple of levels:

1) Count me among those who doesn't like being in HA units, primarily for the tub, but for other reasons as well. I'm almost 6 feet tall and already have back problems and don't like the lower counters in HA units. Not like I do serious cooking, but I definitely prefer standard height counters.

2) Like the OP, I have asked to be moved from a HA unit. Staying in one would really detract from my vacation enjoyment (I also use the spa tub a lot.)

3) I believe it is the hotel management's (be it at Disney or any other hotel) responsibility to send someone from housekeeping down to any room/villa that was occupied, even briefly. I don't necessarily think people are rude for using things in the room; however, if it were me and we needed to use the facilities while waiting for a new room, I would certainly tell the front desk.

Sorry for the OP that you had to deal with this. I wouldn't have walked down to the front desk all the way from the THV's, but I sure would have made a call to housekeeping and insisted they come down and clean up after the previous occupants. And I definitely would have stopped back at the front desk at some point in the trip and expressed my dismay to a manager.

Mike2023
08-23-2011, 10:21 PM
In a room you know is going to be assigned to someone else without being re-cleaned? I don't agree.

Now, if the person had volunteered this information to the front desk -- that they'd been using the room and it needed a re-cleaning -- I'd have no problem with them at all. I doubt that was the case.

Sure I agree that if someone knows that your going to be in the room next and that its not going to be cleaned before you get there that this would be considered a rude thing to do. (Im not sure I would label it as being a pig.)

I just think its very unlikely that the person would have been aware that is would be passed on to someone without being cleaned. We don't even know the reason that they may have changed rooms in the first place.

Any annoyance should be directed at Disney and not the person that may have used the room. Just my opinion.

Breyean
08-23-2011, 11:06 PM
In 2002 we had a 9 night stay at an OKW 1 bedroom. We live in AZ and I had run a marathon out here that day and we flew late. When we checked in was pretty late so we were happy to get to our room to collapse.

It was an HA room. Low counters; less storage space; shower/bath not what we were used to. I was stiff as a board from the race and flight and was looking forward to the shower/bath, not to having to bend over like crazy to use the sink, never mind the difference in the toilets in the HA rooms, which I find really uncomfortable. Plus, it was for NINE nights.

I called the front desk and they said there were other rooms available but asked us to wait until tomorrow because it was late and they'd get us moved then.

So the next day our first trip was to the HH and asked about changing rooms. The CM of course knew nothing about what we had been told the night before. He said they would see if they could move us but we would have to pay the room change fee. I pointed out no one had told us at check in it was an HA room or we would have objected right away and that we had called as soon as we got to the room and were told there WERE other rooms available but were told to wait until morning.

The manager finally came over and started telling me since WE were requesting a room change for no reason (nothing wrong with the room) we had to pay the fees. I asked him if they had a guest who needed an HA room but was given a regular room and asked to change to an HA room would they charge that guest? He said no - they accommodate guests who need HA as much as possible.

I sort of looked at him, waiting to see if he was getting my point. Finally I had to say that was some double standard. He very relunctantly waived the fee, found us another room, but we felt like we were criminals or something - like we were getting away with something. It was an awful start to our vacation, stressful, a waste of time that didn't have to happen (because we could have easily moved the night before - we hadn't unpacked and other rooms were available, and we attracted quite a crowd of onlookers wondering what those crazy people were complaining about.

Now we always request NOT to get an HA room. We're going to OKW in January and staying again for 9 nights with friends in a GV and I have nightmares about getting an HA GV. There are 2 of them, I think.

Deb & Bill
08-28-2011, 05:00 PM
The Person used the shower, left the toilet seat up and laid down on the bed? I'm not sure I would classify that as being a "pig" in the room.

I think the blame here should be laid on disney and not the person who used the room. Its Disney's job to ensure you get a clean room ready for your stay, not the previous tenant.

In a room you know is going to be assigned to someone else without being re-cleaned? I don't agree.

Now, if the person had volunteered this information to the front desk -- that they'd been using the room and it needed a re-cleaning -- I'd have no problem with them at all. I doubt that was the case.

I agree with you, Dave. If they didn't intend to stay in the room, they shouldn't have used anything in the room.

Mike2023
08-28-2011, 06:46 PM
I agree with you, Dave. If they didn't intend to stay in the room, they shouldn't have used anything in the room.

How do you know they did not intend to stay in the room? How does anyone know the situation that caused them to leave the room in the first place?

Im not defending the tenant, Im just saying its Disney's responsibility to ensure the room was clean before Dave ever saw the room. Not the person who may have made the mess.

lmshaggard
08-30-2011, 12:38 AM
We have been assigned a HA room on more than one occasion. I don't mind if it just my DH and I - though I do prefer a regular room, but I REALLY do mind when I am traveling with my 2 little guys. They are 5 and 2 and we really need a bath tub for bathing. I wish they would just touch base with us during check in - it would completely solve the problem!!!

I will say we have been assigned 3 rooms that weren't ready when we arrived at them. All 3 times we were sent a text hours later that our room was ready - or so they thought. Unfortunately, all 3 times I saw rooms that were SO filthy - I really didn't need to know that the people staying in the unit ahead of us were so incredibly dirty or that they treated the rooms so badly :(

bumbershoot
08-30-2011, 02:43 AM
We were once given a room at Paradise Pier Hotel in Anaheim where there were used towels IN the basket in the bathroom, with a smell of cigarette smoke, and without toiletries.

Fairly obvious they'd been kicked out for smoking before we got the room!



I really wish 'HA' was a selectable/bookable room category like my other major brand points-based timeshare!!

Absolutely! I cannot stand that you can end up in an HA room without being told that that's what you have. That scenario, combined with our exhaustion of a long trip, stole a full day, and caused a night of pain and tears with me, at AKJambo.

I was stiff as a board from the race and flight and was looking forward to the shower/bath...

I didn't run a marathon, but otherwise I know how you felt!

I pointed out no one had told us at check in it was an HA room or we would have objected right away...

They really really need to tell you at checkin. I don't understand how they can think the rooms are the same? If I'd had to stay in that room, without the possibility of soaking my muscles (14 days into a 17 day trip), I *would have* ended up needing to rent a wheelchair. And DH would have made sure that they covered it (I'm so not getting into the full thing here b/c of responses to the OTHER problem we had at Jambo, but he is a very good, calm, quiet negotiator that lets management come up with the solution).

And there was another father in line with him at Jambo, who had received an HA room...while our son will take a shower, their son was very little and wasn't at the shower stage...why would they do that?

At Jambo, while waiting for our second room after the first night, I met two women who were in an HA room because that's what they thought they needed, but the specifics of the HA room weren't actually what they needed. They actually would have been FAR more comfortable in a regular room, once they realized the realities of the HA room. Biggest problem for them was the ONE bed in the room, that they didn't know about ahead of time.


Now we always request NOT to get an HA room. We're going to OKW in January and staying again for 9 nights with friends in a GV and I have nightmares about getting an HA GV. There are 2 of them, I think.

For our upcoming trip, we're starting off in a 2 bedroom with family. My aunt cannot do stairs. I'm going to have to request a *first floor unit* for that reason. I hope hope hope they do not decide that we need an HA room, because that would be 100% inappropriate.

jekjones1558
08-30-2011, 05:26 AM
OP, I think that your situation is the reason that Disney is supposed to charge a cleaning fee whenever anyone goes to a room before requesting a room change. Disney DOES need to check rooms if guests have been in them, even for a few minutes. That involves sending someone to the room, and that means that there is a cost. Even if your initial room was not used by you (because you are considerate and responsible), Disney has no way of knowing that and should send someone to check everything. The fee should be waived, of course, if the initial room is not acceptable because it is dirty or otherwise defective.

dianeschlicht
08-30-2011, 01:03 PM
OP, I think that your situation is the reason that Disney is supposed to charge a cleaning fee whenever anyone goes to a room before requesting a room change. Disney DOES need to check rooms if guests have been in them, even for a few minutes. That involves sending someone to the room, and that means that there is a cost. Even if your initial room was not used by you (because you are considerate and responsible), Disney has no way of knowing that and should send someone to check everything. The fee should be waived, of course, if the initial room is not acceptable because it is dirty or otherwise defective.

I totally agree with Jean. The change fee should always be charged unless the original room is not clean or has some other defect.

BEASLYBOO
08-30-2011, 02:13 PM
When we got to our new room, we found that someone else had been assigned to it, and had apparently asked to be moved. [/b]
How did you find out that they had also asked to be moved? and if so what reason, view alone? :confused3

The thing I don't understand with the "Rules & regulations" is that DVC prints and puts them out but never enforces them.

1. When you ask for a room change, DVC says there is a charge but seldom on these boards does anyone admit to having been charged. I can understand the thing about not wanting a HA room, really they should ask you at check in if you wouldn't mind getting one or prefer to wait for another room. It's always been my understading that there are a limited amount of HA rooms, so they should keep them for those who really need them.

But if you ask for a room change for view and location, then you should be charged, if you're already in the room, maybe that would deter people from doing it.

I've never heard of the scenario, Here's a room to stay in while we get your room ready." but if they do offer some people this option, well, using the restroom and shower seems acceptable to me. The room should however be cleaned for the next occupants.

If I asked and expected a room change, I would not wait in the room, my party and I would be in the lobby, waiting!

P.S. As far as the rules, it's just like additional towels, you call for them, they bring them to you and there's really nothing you can do to be charged for them, I've tried, they just won't!

KAT4DISNEY
08-30-2011, 09:35 PM
I was assigned a studio at BWV for one night and found a check-in packet on the table, the bathroom had been used, there were keys in the safe and the patio door was unlocked. When I called about it (and was transferred to the front desk) I was told the people had not liked the room and requested a change. I have no idea if they were charged for the move but obviously no one checked the room and no one offered to come do that after I called. Weird how I know lots of people stay in those rooms but I did not feel completely comfortable that night after finding evidence of others being there before me. :sad2:

At VB DH requested a room change for my mother because she had a room with a solid balcony and she couldn't see over it from her wheelchair and was pretty much going to be in the room the whole 3 days we were there. We were charged for the move which couldn't happen until the next day. Not thrilled but understood. What didn't make me happy was that they didn't tell DH they were going to charge. He isn't aware of all of DVC's rules and afterwards I learned he went back and tipped them for letting us move. :headache:

jekjones1558
08-30-2011, 09:53 PM
I was assigned a studio at BWV for one night and found a check-in packet on the table, the bathroom had been used, there were keys in the safe and the patio door was unlocked. When I called about it (and was transferred to the front desk) I was told the people had not liked the room and requested a change. I have no idea if they were charged for the move but obviously no one checked the room and no one offered to come do that after I called. Weird how I know lots of people stay in those rooms but I did not feel completely comfortable that night after finding evidence of others being there before me.

Sorry to read this, KAT. It surely would be great if our new DVC leader would get all of the mousekeeping issues sorted out. There are WAY too many reports on these boards of guests finding DVC rooms not ready--and we DISers are only a tiny percentage of total DVCers. If I were going to name the one thing that I most wish could be improved about DVC, it would be a total overhaul of mousekeeping procedures.

dianeschlicht
08-30-2011, 10:31 PM
Sorry to read this, KAT. It surely would be great if our new DVC leader would get all of the mousekeeping issues sorted out. There are WAY too many reports on these boards of guests finding DVC rooms not ready--and we DISers are only a tiny percentage of total DVCers. If I were going to name the one thing that I most wish could be improved about DVC, it would be a total overhaul of mousekeeping procedures.

Boy do I agree with that too! When we first joined DVC almost 15 years ago, we were so pleased with not only the quality of the decor at OKW, but also the attention to detail in the cleaning. Over the years that has started to suffer though. I'd say it's been about the past 5 where we've noticed a big fall off of service both in mousekeeping and in the quality of workmanship and furnishings etc. There are times when I feel like it's an upscale Holiday Inn. That is NOT what I perceived when I first bought, and it's not what I expect from Disney.

DVC does need to improve it's image to what it was back in the beginning of the "Vacation Club".

KAT4DISNEY
08-30-2011, 11:36 PM
Sorry to read this, KAT. It surely would be great if our new DVC leader would get all of the mousekeeping issues sorted out. There are WAY too many reports on these boards of guests finding DVC rooms not ready--and we DISers are only a tiny percentage of total DVCers. If I were going to name the one thing that I most wish could be improved about DVC, it would be a total overhaul of mousekeeping procedures.

I absolutely agree!