POR - Room stinks!

[catrax]

I mean literally stinks - like a soiled diaper. Everything was going so well. We arrived at the airport and immediately walked on to DME with no wait. Whisked off to POR where, once again no wait for check-in. Then, perfect room assignment. In fact, if I could have selected a specific room, it might have been this one. Open the door - BAM - it smells so bad! But I think to myself that since things are going so perfectly that we should just head out to the park. Maybe the last guest left a diaper in the room and the room was just serviced and it needs some time to air out Flash forward to 10:30pm. Room still stinks. Call front desk and they sounded a little like I was crazy, but sent mousekeeping out. When mousekeeping arrived, she says, "you can't stay here - this is terrible!" So, I had to leave the room at 11:30, switch to a less desirable room, and go to sleep. All is well since we are at Disney, but I'm so depressed about losing my dream room. I was delirious about my attachment to the room. So much so that I offered to stay until they could do a deep cleaning today, but they told me that it probably wasn't safe and that they couldn't allow our family to stay. If only they sent bell services to help us move!

 

[jperrot1]

So what caused the smell?

 

[catrax]

Still don't know...

 

[bumbershoot]

That's sad.

Little reminder....calling the "front desk" doesn't get you to the Front Desk. Gets you to a call center that's probably not even in Florida. GO to the Front Desk instead, even though it's a pain.

 

[sweetnjmom]

If you have the time, I'd go to the front desk and politely complain. Let them know how dissatisfied you were with the lack of assistance in switching rooms and how the new room location is undesirable.

Hopefully they will do something to make things right.

 

[wiigirl]

That's sad.

Little reminder....calling the "front desk" doesn't get you to the Front Desk. Gets you to a call center that's probably not even in Florida. GO to the Front Desk instead, even though it's a pain.

this,....

 

[DisMama3]

This happened to me at CBR in January. Smooth sailing, walk up to our fabulous corner room in the building i requested, open the door and bam-the smell of mold and squish of the carpet under our feet was awful. The water was literally dripping off the windows and walls. I wanted to cry. My husband goes back to the custom house (huge property so this in itself took forever). Not even an apology, gives him a new room. We have to drag ourselves to the next room. Room keys don't work. We can't even get in the room. Call the front desk as he got the number, they send someone out who can't get in either (what?). So back to the front desk my husband goes. This time I say someone needs to help us move, they reluctantly do so (took the guy 20 minutes to get to us), and we get stuck in some far off building. It was a buzzkill start for sure!

 

[maxiesmom]

If you have the time, I'd go to the front desk and politely complain. Let them know how dissatisfied you were with the lack of assistance in switching rooms and how the new room location is undesirable.

Hopefully they will do something to make things right.

Well, I guess they could offer to move the OP yet again if there is a better location available. But really, there is nothing to make right. The room smelled, they placed her in a new one minus the lovely diaper odor. Unless they downgraded the OP in order to move them, there is nothing left to make right.

Keep in mind not everyone needs or wants the help of bell services. If the OP had asked for their help I'm sure she would have gotten it!

 

[buzznina]

If you have the time, I'd go to the front desk and politely complain. Let them know how dissatisfied you were with the lack of assistance in switching rooms and how the new room location is undesirable.

Hopefully they will do something to make things right.

Do one better, talk to a manager!! When we first arrive at a hotel, I always go to the room first to check it out. When we stayed at GF years ago, I got to the room and it smelled like throwup I walked back to the lobby and asked for the manager, I told him about the room. He had a CM escort me back to the room to verify and all she had to do was open the door and she nicely closed it and said "I think we need to get you another room" The manager at CSR during one of our stays mentioned that always talk to a manger when you have something really wrong with your room.

 

[msjprincess]

Did you ask Bell Services to help? They really have no way of knowing you need help unless you tell them.

I don't understand why people are saying she should complain to a manager. They immediately gave her a new room. What is there to complain about?

 

[FLCyndi]

Well, I guess they could offer to move the OP yet again if there is a better location available. But really, there is nothing to make right. The room smelled, they placed her in a new one minus the lovely diaper odor. Unless they downgraded the OP in order to move them, there is nothing left to make right.

Keep in mind not everyone needs or wants the help of bell services. If the OP had asked for their help I'm sure she would have gotten it!

This.

 

[AThrillingChase]

I actually disagree with saying the front desk doesn't know if you want help moving, and that they moved you so they fixed it.

If a room smelled THAT bad it was not from one dirty diaper. That is a big issue, especially at around $200 a night. My first question would be how in the world did mousekeeping not notice this after they cleaned it before you arrived? (unless the room sat for days and something was growing in there - doubtful). That is a failure on the resorts part. It is a failure that then resulted in you spending your vacation time fixing it. And it is not usually a quick walk to the lobby in POR. Also, the front desk has a map, and they can see how far away the room is from the first. It seems common sense to ask if you need help moving when it was their fault. It is a courtesy. Bottom line, if it is something the resort failed on (not that you didn't like the view, but that their room was not in shape for guests), you have every right to complain to a manager.

I had a bad experience at POR. It started with taking over an hour and a half to check-in due to a computer crash, messing up our early Akershus ADR. Then there was the 3+ hours spent over the course of 3 days in the lobby trying to fix the charging on our kttw cards that no one could figure out but kept telling me it was fixed before finally telling me they were cancelling our whole reservation and rebooking us - read: our tickets would not work until they were done rebooking. Then mousekeeping just didn't come to our rooms (we had 2, separate ressies but connected). And that was before they rebooked us so no it wasn't due to that. I'd finally had enough, called the actual front desk for a manager, and one came on to say she was covering a meal for us. I was thrilled until I went to the front desk later to confirm and thank them for the offer only to be told that no manager by that name works at POR. I'd never once complained to a hotel manager prior to this, but it was like the whole resort had gone fruit loops!

 

[Shaden]

Well, I guess they could offer to move the OP yet again if there is a better location available. But really, there is nothing to make right. The room smelled, they placed her in a new one minus the lovely diaper odor. Unless they downgraded the OP in order to move them, there is nothing left to make right.

Keep in mind not everyone needs or wants the help of bell services. If the OP had asked for their help I'm sure she would have gotten it!

This indeed, I mean, that sucks. But it sounds like the responded to the situation right away, and alleviated it.

I agree that if you REALLY don't like the room location, you could def go and talk to someone at the front desk. But, it could easily be said that if you want a better location, you pay for them. River view, Pool view, garden view, etc. Not sure what category the OP paid for ...

 

[maxiesmom]

Bottom line, if it is something the resort failed on (not that you didn't like the view, but that their room was not in shape for guests), you have every right to complain to a manager.

Of course they had the right to complain! No one said they didn't! However the OP complained, and the situation was fixed. I would be bummed about getting a less desirable room location too, but the only fix for that is asking if a better location opens up. Not sure why anything else is necessary. Not every thing that goes wrong warrants compensation of some sort, which is what you seem to be saying.

 

[bumbershoot]

And it is not usually a quick walk to the lobby in POR. Also, the front desk has a map, and they can see how far away the room is from the first.

.....And that was before they rebooked us so no it wasn't due to that. I'd finally had enough, called the actual front desk for a manager, and one came on to say she was covering a meal for us. I was thrilled until I went to the front desk later to confirm and thank them for the offer only to be told that no manager by that name works at POR. I'd never once complained to a hotel manager prior to this, but it was like the whole resort had gone fruit loops!

And that's the problem. You simply cannot call the actual front desk. When a manager came on the line, it was a manager at the call center. Unless they called you back, in which case it could have been a manager on call at the resort. But obviously it wasn't that since the POR people didn't know the name.

The actual Front Desk might not even be aware of this problem of the OP's.

The call center people aren't at the resort, might not have been there ever, might not have stayed at a hotel before, and therefore won't necessarily KNOW that a person might need Bell Services. Obviously Housekeeping must have informed the actual Front Desk, but who knows what was communicated at that point. It's best if the OP goes and actually talks to someone. To make sure they are aware that there is a problem with that room.

Because the smell of a dirty diaper, when no dirty diaper is present, probably means a plumbing problem, and that's not good at all.

 

[AThrillingChase]

Of course they had the right to complain! No one said they didn't! However the OP complained, and the situation was fixed. I would be bummed about getting a less desirable room location too, but the only fix for that is asking if a better location opens up. Not sure why anything else is necessary. Not every thing that goes wrong warrants compensation of some sort, which is what you seem to be saying.

I never said that. In that statement I was just agreeing with Buzznina that she should have gone to a manager at first. That is why I noted that room view is a different situation than when the room is actually just not usable. I didn't quote her because I was on an ipad which is probably why that was misread.

 

[AThrillingChase]

And that's the problem. You simply cannot call the actual front desk. When a manager came on the line, it was a manager at the call center. Unless they called you back, in which case it could have been a manager on call at the resort. But obviously it wasn't that since the POR people didn't know the name.

The actual Front Desk might not even be aware of this problem of the OP's.

The call center people aren't at the resort, might not have been there ever, might not have stayed at a hotel before, and therefore doesn't necessarily KNOW that a person might need Bell Services. Obviously Housekeeping must have informed the actual Front Desk, but who knows what was communicated at that point. It's best if the OP goes and actually talks to someone. To make sure they are aware that there is a problem with that room.

Because the smell of a dirty diaper, when no dirty diaper is present, probably means a plumbinh problem, and that's not good at all.

Correct. Yes I called the call center and they had an on-site manager call our room. I did not make it to the phone in time so the girl left the direct dial on a voicemail and told me it was direct.

 

[AThrillingChase]

...The manager at CSR during one of our stays mentioned that always talk to a manger when you have something really wrong with your room.

This part I was just reasoning why it would have been appropriate to go to a manager right when it happened. My "disagreement" portion was mostly that she should have to ask for help moving. I think if they have a room issue on their part, it should be courtesy to offer it.

 

[bluejasmine]

Happened to me at AKL! We paid for Arusha view & first room smelled like nasty diaper, called on phone lady got down right rude with me. Hung up on her & left the room to go to front desk, they moved me immediately, I even to,d them we could move our own luggage since we weren't there 10 mins!!

Sent from my iPad using DISBoards

 

[Luvchefmic]

I have never had this happen to me but if I ever did this is what I would do:

Go immediately to front desk not a park or anywhere else tell them : " You've got a problem..( not me the guest...YOU this resort).."
Get a Mgr to go to the room & verify the situation
Get another room assignment & tell them we need bell services asap or take it there myself

If they don't "downgrade " the room ( ie I paid for ---- and they are now giving me -----) then problem solved

I don't get emotionally attached to a certain room Do I have my preferences? Of course, but life happens it wouldn't ruin my day