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MEM
11-20-2002, 10:40 AM
I am sorry to report that my recent experience with ASMu was a negative one. We were there from November 7-17 and were told at check-in that the resort was booked solid. I expected that. I had faxed a room preference for Country Fair, top floor, non-smoking as my husband is allergic. At check-in I was give Rock Inn, second floor, non-smoking and was told that was the only room available. Hmmm....

When we got to the non-smoking room, the stench of stale cigarette smoke in the room hit us immediately. My husband called guest services and asked to be moved and was told there were no rooms but that they would send up housekeeping. The Mousekeeper arrived and fogged the room with what can only be described as industrial-strength Glade. We could not use the room and kept the door propped open with a chair waiting Bell Services. We stashed our suitcases, locked the door and visited a park for several hours. When we returned that evening, the room smelled like cigarette smoke covered with Glade. Okay, we rationalized, we won't be using the room much and that the rooms on either side of us were marked with a no smoking sign. It will clear up, we said.

Apparently "no smoking" was only a suggestion. The person/people in the room next to us smoked in their room and it seeped under the connecting door. All of our clothing and suitcases, piled up by that door, now reek of smoke and have to be cleaned. We were told by guest services that it is not possible that someone could be smoking IN the room, that it must drift in from outside.

That was issue number 1. Number 2 was that on our second night there, the Brontosaurus family moved into the room above us and apparently only slept from 1:30 a.m.-5:30 am. I do not understand how people can be so inconsiderate. Number 3 was that the same pile of puke remained in the stairwell near our room for the entire 10 days of our stay. Number 4 was the quality of food and service at the Food Court. They were woefully understaffed and some of the food tasted downright strange. The room itself was dank and the bedclothes were stained and worn.

I had stayed at ASMU in February 2002 and was very happy with it, and found myself defending it when people described it as a Motel 6. Now I understand why they felt that way.
Could someone on this board advise me on the best way to complain in a positive, constructive way? Should I address the letter directly to the resort?

For any future trips, I will have to bite the bullet and spent the extra money for a moderate.

lizzie64
11-20-2002, 10:47 AM
Mem,

How did your hubby make out with the cigarette smell. I know the feeling because I have asthma and the slightest odor of cigarette smoke sends me to an attack. How could they not fix that situation???

deecee99
11-20-2002, 11:10 AM
Hi MEM,

You're not the only one - there's another posting with similar comments as you show ... here's the link: http://www.disboards.com/showthread.php?s=&threadid=291828

Sounds like there are inconsistencies with ASMu based on time of year or level of occupancy, or ... ?

--diane :jester:

Shannon G
11-20-2002, 11:40 AM
While she was placed in a non-smoking room, if the next door neighbors were smoking in a "non-smoking" room, then it is absolutely the hotel's problem and they should have done something about it.

I agree. Most hotels place non-smoking rooms in blocks together, so that there is little likelihood of those guests being bothered by others' smoke. If someone was smoking in a nonsmoking room (and I believe the original poster did say that the rooms next to theirs were also marked non-smoking) then it is the hotel's responsibility to enforce the rules. Not only may it be bothering nearby guests, but what about the next people to use that room. A non-smoking room should not be allowed to end up smelling like smoke. If you want to smoke in your room, requets a smoking room. If you don't get one, go outside.

MEM
11-20-2002, 12:52 PM
I was the original poster and as anyone knows who uses the AllStars, the "closet" is just a pole...no protection from anything. I suppose my point was that I didn't expect smoke to be seeping under the connecting door and by the time we determined it, the suitcases and overflow-clothes were already saturated.

My major concern is that the hotel is not enforcing the no smoking rule in no smoking rooms. The rooms were clearly marked no smoking. It ruins the experience for non-smokers to say nothing of liability in case of fire.

I am sharing my experience only to help others make an informed decision. If my experience is in fact related to full occupancy, isn't it reasonable to expect the resort to add additional staff during the peak period?

With regard to my husband's allergy, the smoke was unpleasant to all of us, but did not trigger any sort of respiratory irritation. I understand that my room preferences could not be guaranteed but I thought I was being reasonable in requesting the furthest building from the front.

Thanks for listening!

Dad of 5
11-20-2002, 01:27 PM
Originally posted by MEM
With regard to my husband's allergy, the smoke was unpleasant to all of us, but did not trigger any sort of respiratory irritation. I understand that my room preferences could not be guaranteed but I thought I was being reasonable in requesting the furthest building from the front.

You can tell CRO that you have allergies and you need to be guaranteed a non-smoking room. They'll put a different code on your reservation than the usual "non-smoking requested" designation.

We did this both in January and for our trip we just concluded - no problem.

Sounds like the problem was with some smokers in a non-smoking room. While at ASMu, we were in Country 6, and I noticed the (standard) practice of having all non-smoking rooms in a row. Since the AS rooms are connecting, they would HAVE to put two non-smoking rooms together.

Anyway, I'm sorry to hear about the bad experience there.

We used ASMu as a place to sleep on our "fly-in" day. The theming on the exterior was cute. The rooms were just a step above the oft-quoted "Motel 6". I s'pose if you just wanted a place to crash in between park/resort/restaurant-hopping, it would work out fine. Again, personal opinion.

MEM
11-20-2002, 01:41 PM
Actually, non-smoking guaranteed, medical reasons, was on our reservation invoice. And we did get a room marked non smoking, in a row of rooms marked non smoking. So, superficially, I got what I requested. When I reported the smoke smell, I did not get satisfaction and that is the heart of my gripe.

Oh well, next time might be different (at a different resort!) And we did enjoy the parks. They seemed to be maintained up to usual standards.

Mouseteacher
11-20-2002, 02:26 PM
I stayed at ASSp for the first time a few years ago on a quick Oct. trip to see my DN perform in the MK with her dance company. I am glad I was only there a few nights! It was passable but barely. The bathroom was sooo tiny - had to turn sideways to close the door. Food court was poor. I had no expectations of the room and understood its "value" status so I found my stay to be okay but would not stay at a value resort again if I can help it.

dclfun
11-20-2002, 02:37 PM
Last year I booked a special needs room at CSR and asked for nonsmoking due to medical reasons. The room we were given reeked of smoke so we went straight to a front desk manager and explained that I'd be unable to stay in a room that had been "smoked in". We were promptly moved to AKL as there were no more special needs rooms to move us to at CSR. I recently got a confimation for our upcoming Christmas trip to the Yacht Club. On it it says, "nonsmoking guaranteed". I went through special request reservations which perhaps DOES guarantee that type of room vs. it only being a request. I'd suggest that anyone with serious allergies to smoke, asthma, etc...go through this dept. for ressies to guarantee that you won't have to put up with a room where someone has smoked. Also, the manager who helped us at CSR said they were having alot of trouble with people smoking in a room designated non-smoking. ---Kathy

hallie
11-20-2002, 04:55 PM
Oh a stinky room is just terrible!! That's completely unacceptable that they gave you that room. Your a better person then me, I would've been standing at the check-in counter and wouldn't have moved till they gave us another room-lol.

I'm sorry that you had a bad experience there and I hope it didn't put too much of a damper on your vacation.

Misti
11-20-2002, 05:26 PM
Sorry to hear about your resort experience. What a disappointment. :(


There is a thread on page one titled "Complaints" that has a few addresses and an email address. If you have the time, I'd contact Disney and let them know about your trip. Good luck. :)