Direct-to-room

Splashboat · Feb 23, 2015

MAO, It sounds as though you don't think they should take any requests. (Which is a valid opinion. It seems to work for AKV value rooms)

If they grant any room request, is it fair that it goes to the person who put in the request first? What if the person who requests later has a greater need?

What about the uninformed first timer who doesn't realize they can make a room request?

Maybe you see a lot more black and white in the world. I see a lot of grey. I don't mind giving discretion to people to make changes if they feel there is a need.
Although I might not always agree, I would gladly give up my room if I felt someone benefited from the location more than I would.

MAO · Feb 23, 2015

Oh, no. I think that people should make requests either before or when they check in. If someone happens to check in before me, i.e., via online, and I show up afterwards (either online or physically), I think the first request should have precedence. My point is that the CMs at the front desk do not ask you if someone else can have your requested room - at least, that's what I've been understanding from this thread. According to this thread, if I make a request in January and get an acknowledgement, and then use online check-in as soon as I am able (don't remember when that is, let's say it's two weeks prior to me actually showing up,) but don't show up until 4 in the afternoon on the day of my reservation - someone who showed up at 3 in the afternoon could not like the room they were assigned and gone to the front desk, where the CM could have "taken" my pre-assigned room to make them happy. Maybe it's that uninformed first timer, maybe it's someone who waited until online check-in to make a request, maybe they didn't know what to request so they waited until they got there.

I have no problem with someone not liking the room they end up in and asking to be reassigned. I have a problem with that reassignment taking away someone else's already assigned room, without their knowledge or consent, which is what people on this thread have been saying has been happening.

That's why I like this "change" of being given your room numbers early. I am hoping it will cut down on this supposed "re-assigning" that folks have been saying in this thread has been going on.

eta: I don't know how one would define "a greater need". Who decides that? If I come with a doctor's note, can I demand any room I want? If I cry and make a big scene, does that get me "better service"? The ability to make a request is available to anyone. Disney gives you plenty of opportunity to contact them ahead of time to say "I really think I need this, that or the other." Someone's inability or unwillingness to plan ahead is not, in my opinion, something that should lessen the impact of those who are able and willing to plan ahead. They do (or should do) the best they can with the information they are given at any given point in time, just like the rest of us do.

disneynutz · Feb 23, 2015

MAO said:
First of all, if you believe that the front desk CM's actually know everything about what goes on in the 'back office' I'm sure I could find a bridge for you to buy, somewhere.
Secondly, if there actually are rooms available that match your request, why would this change make any difference whatsoever? You get your room number, you go and decide it doesn't match what you want, you go to the front desk and say "hey, any rooms available that are x, y, and z?" and the front desk looks up any unassigned rooms and says "sure, let's take care of moving you." According to what I've been hearing on this thread it used to be "well, so-and-so has taken the time to check in (possibly because, like you, they planned ahead) but isn't here yet (possibly because they've got family duties to take care of before they could leave, so they're getting in maybe half an hour after you show up if they aren't the people in line immediately behind you) so we'll just take the room that they requested (possibly even before you got around to making your request) and give it to you since you're standing right in front of me, potentially ready to make (or possibly already making) a scene about how we don't take care of our members." I'm with crisi - a 'crappy' view every now and then just means that someone else gets a 'good' view every now and then. If anyone expects to always get what they want, I don't think a timeshare is their best means of getting it.

Yes the front desk knows what goes on in the back office, they interface with them daily. From what I was told the CM's often rotate the work assignments. I have met front desk CM's who used to assign rooms and I have met a back office CM who worked the front desk.

Time will tell if the new procedure changes the pool of available unassigned rooms.

:earsboy:

Bill

MAO · Feb 23, 2015

I should also like to state, for the record, that I think a request of "I'd like to be close to the elevators, please" should be considered .... 'less' (not sure of the wording) important than one that says "I'd like to be close to the elevators as I have an individual who finds it difficult to walk long distances in the party." That's one thing I like about the ability to email Member Services with request information - I don't remember if online check-in gives that ability to give the extra details that would be useful to the room assigners.

(And, yes, for all I know the room assigners don't get or pay attention to such details. Don't disillusion me again, please!)

KAT4DISNEY · Feb 23, 2015

MAO said:
I guess my concern about CMs having 'the discretion to move people' is still this: Person A shows up with a need for a room close to the elevators. Regardless of whether they requested it or not, they decide that the room they got is not as close as they want. So they go to the front desk to request a different room. Now, the CM does their best and decides that the room originally assigned to Person B, who hasn't physically arrived yet, is a better fit. So they change Person B's assignment and give that room to Person A. When Person B shows up, with a need for a room close to the elevators -- well, yay. Too bad, so sad, didn't know you needed it, you now have this room take it or leave it. Why does the fact that Person A physically showed up before Person B mean that they should get what they want, even if it means someone else's request is ignored? For all that any of us knows, Person A and Person B both described just why they needed to be close to the elevators and the room assigner decided that Person B's need was greater - and, perhaps, if Person A were given all the relevant information s/he would agree with that assessment. Who knows?

I hope this change is implemented as it's being promoted. I hope that the front desk CMs have the ability to give someone a different unassigned room if it's requested. And I hope that the front desk CMs do not have the ability to willy-nilly undo someone else's assignment just because there's a member standing in front of them crying about how they don't like the room they got. (I'm often too optimistic, I know. LOL!)

On one of my last visits to VGC I had the front desk CM tell me she was so glad to see me because one or two other groups had been asking and asking to get the room assignment I had received over what they had been assigned. She said she held firm for me because I had booked before them (right at 11 months). Very rare but very nice. And I was arriving at all of 1 or 2PM but people are notorious for giving the recommendation for people going to VGC to check in early so that they can switch their room if their requests are not met and the people asking for my room had arrived by 8am - and been back to the front desk at least 3 times before I got there. :sad2:

I actually would be quite comfortable with the thought that room assignors were fulfilling room requests by the order in which people booked but I also don't believe that most would put that effort into it. However as it is we most likely benefit by them not doing this - it's rare I leave an 11 month booking alone. :teeth:

nkereina · Feb 23, 2015

I know what you all are saying about how it could be a blow to requesting a different room at check-in, but maybe not. If someone arriving at 9am is unhappy with their room, what prevents them from taking someone who's arriving at 4pm's room assignment? It's my understanding that they don't text you your room number until around your scheduled arrival time (based on what you enter during online checkin). So the 4pm arrival wouldn't get their text until around 4pm anyhow.

But for anyone arriving late in the day that's not happy with their room, I suspect they'd be SOL since the pool indeed would be slim pickings by that time. But that's not really any different.

MAO · Feb 23, 2015

And that's the point I've been trying to make - it should be different. If Disney offers the opportunity to make a request, which they do, and they assign rooms prior to people physically arriving at the resort, which they do, then the Front Desk CMs should honor those assignments. I am not saying that the Front Desk CM cannot or should not look to any unassigned rooms if someone arrives and wishes a different room, only that they should not take someone's assigned room away from them without their knowledge and approval. There's no reason for us to pay for "room assigners" if the work those people do is basically ignored by the Front Desk CMs. There's no reason for us to pay for Member Services to read and log any room requests if the work that they do is basically ignored by the Front Desk CMs. There's no reason for us to pay for the web people to code the ability to make a room request if ...... you get the picture.

Sandisw · Feb 23, 2015

MAO said:
I guess my concern about CMs having 'the discretion to move people' is still this: Person A shows up with a need for a room close to the elevators. Regardless of whether they requested it or not, they decide that the room they got is not as close as they want. So they go to the front desk to request a different room. Now, the CM does their best and decides that the room originally assigned to Person B, who hasn't physically arrived yet, is a better fit. So they change Person B's assignment and give that room to Person A. When Person B shows up, with a need for a room close to the elevators -- well, yay. Too bad, so sad, didn't know you needed it, you now have this room take it or leave it. Why does the fact that Person A physically showed up before Person B mean that they should get what they want, even if it means someone else's request is ignored? For all that any of us knows, Person A and Person B both described just why they needed to be close to the elevators and the room assigner decided that Person B's need was greater - and, perhaps, if Person A were given all the relevant information s/he would agree with that assessment. Who knows?

I hope this change is implemented as it's being promoted. I hope that the front desk CMs have the ability to give someone a different unassigned room if it's requested. And I hope that the front desk CMs do not have the ability to willy-nilly undo someone else's assignment just because there's a member standing in front of them crying about how they don't like the room they got. (I'm often too optimistic, I know. LOL!)

I have to agree with you and have witnessed people getting upset because they did not get the room they wanted. I understand that there are people who may need specific areas of rooms for reasons other than just wanting a better view extra, but as you mention, when two people have the same need, and there is only one room, someone will get it and someone will not. By setting things up ahead of time, there is an even chance for both, regardless of when they arrive. But, if front desk CM's have a chance to change out something already given to someone else (and that person has been informed), I can only imagine the conflict that will arise. Think about it..you are the person who was told you would be in room XYZ and you know that is exactly where you wanted to be. You get there only to find out its no longer your room because it was given to someone else. I'd be upset.

I hope this works the way that it should. I know this is not a popular idea, but I wish they would just get rid of requests all together.

crisi · Feb 23, 2015

Splashboat said:
I would just like to note that not everyone who makes a room request bases it on a preferential view. People with disabilities (physical limitations, emotional, behavioral...) might make a room request based on a disability. Believe it or not, a child with autism might do better at the end of the BWV long halls because it can be quieter and less busy while others might have issues with the long walk.

I believe most people realize that a room request is just a request but I hope there is enough wiggle room for the CMs to have the discretion to move people.

Those are handed through disability services and are not requests, and take priority.

Splashboat · Feb 23, 2015

If 2 people make a similar request based on need for 1 available room than there isn't an additional room to move. That is why they are requests and not guarantees. The point is not for the louder screamer to get the room, it is for the ability to make a change for someone who legitimately has a need for an accommodation versus someone who doesn't.

Crisi, I know several families that have medical issues and make requests based on disabilities. None of them ever heard a suggestion to contact 'disability services' and have always heard it goes in as a request. How do you contact disability services?

disneynutz · Feb 23, 2015

MAO said:
And that's the point I've been trying to make - it should be different. If Disney offers the opportunity to make a request, which they do, and they assign rooms prior to people physically arriving at the resort, which they do, then the Front Desk CMs should honor those assignments. I am not saying that the Front Desk CM cannot or should not look to any unassigned rooms if someone arrives and wishes a different room, only that they should not take someone's assigned room away from them without their knowledge and approval. There's no reason for us to pay for "room assigners" if the work those people do is basically ignored by the Front Desk CMs. There's no reason for us to pay for Member Services to read and log any room requests if the work that they do is basically ignored by the Front Desk CMs. There's no reason for us to pay for the web people to code the ability to make a room request if ...... you get the picture.

What should happen and what does happen at Disney is often two different things. Based on experience I can tell you that the different resorts each seem to do things their owe way including how and when they assign rooms. Some use "room ready" some pre-assign several days in advance, some the night before and some day of check in.

When BLT first opened at check in we were told that room requests were not allowed at check in and that it was a new Disney policy, a manager confirmed this info. Apparently it didn't work out because the policy disappeared.

:earsboy:

Bill

crisi · Feb 23, 2015

Splashboat said:
If 2 people make a similar request based on need for 1 available room than there isn't an additional room to move. That is why they are requests and not guarantees. The point is not for the louder screamer to get the room, it is for the ability to make a change for someone who legitimately has a need for an accommodation versus someone who doesn't.

Crisi, I know several families that have medical issues and make requests based on disabilities. None of them ever heard a suggestion to contact 'disability services' and have always heard it goes in as a request. How do you contact disability services?

From the website......If you require additional information about Services for Guests with disabilities at Walt Disney World Resort, please call:

General Information
Voice:

(407) 824-4321
TTY: (407) 827-5141
(If you are under 18 years of age, you must have your parent or guardian's permission to dial these numbers.)

Splashboat · Feb 23, 2015

Yes, they tell you to note it on the request when you make the reservation. You don't contact a separate department to make a disability request regarding rooms.

KAT4DISNEY · Feb 23, 2015

crisi said:
From the website......If you require additional information about Services for Guests with disabilities at Walt Disney World Resort, please call:

General Information
Voice:

(407) 824-4321
TTY: (407) 827-5141
(If you are under 18 years of age, you must have your parent or guardian's permission to dial these numbers.)

I don't think they handle room assignments anymore though since Disney implemented the ability to book online so even if you call to reserve the CRO or MS CM handles it.

And it tends to be things like accessibility features of a room over location which remains a request albeit one that I do think the resorts give preference to.

crisi · Feb 23, 2015

KAT4DISNEY said:
I don't think they handle room assignments anymore though since Disney implemented the ability to book online so even if you call to reserve the CRO or MS CM handles it.

And it tends to be things like accessibility features of a room over location which remains a request albeit one that I do think the resorts give preference to.

If they don't have special services work with you, they should. Although I'll admit, I'm skeptical of a request to be near the elevators for a medical reason. Disney is a big place, how are you getting anywhere else if its a challenge to reach the elevators? If you need to be close to the elevators, you are probably better off with an ECV or a wheelchair that you can bring into the room. And Disney has no way to know if my request for "near the elevators for medical reasons" because my husband's 50 year old knees are bothering him should outrank your "near the elevators for medical reasons" because you are in the middle of chemo. They can't ask, and they can't ask for proof. And we know that the old GAC was abused - certainly not by the majority of its users, but by some people.

disneyeveryyear · Feb 28, 2015

com_op_2000 said:
This direct-to-room thing does me no good. I still have to go to the resort and get my parking pass before going to a park, so that I do not have to pay for parking. Unless they are adding scanners at the parking lots to read MBs.

In December, they had scanners to read our MBs for parking privileges, for APs on MBs, etc. We never did get a parking pass.

Sammie · Feb 28, 2015

nkereina said:
I know what you all are saying about how it could be a blow to requesting a different room at check-in, but maybe not. If someone arriving at 9am is unhappy with their room, what prevents them from taking someone who's arriving at 4pm's room assignment? It's my understanding that they don't text you your room number until around your scheduled arrival time (based on what you enter during online checkin). So the 4pm arrival wouldn't get their text until around 4pm anyhow.

But for anyone arriving late in the day that's not happy with their room, I suspect they'd be SOL since the pool indeed would be slim pickings by that time. But that's not really any different.

Exactly. I am sure the message sent will not be sent too far in advance of arrival. Here is some of the email you receive if you decide to participate. What is likely to happen is more people will be waiting on their rooms, instead of going to the desk and asking for whatever is ready. You are only going to be contacted "when" the room is ready, so who knows when that would be. Since it is tied to Magic Bands, I am sure they won't sent you your room number until they have verified you have arrived. Those using ME that arrival is documented when you use your band to board ME and those arriving by car that arrival is documented either at the resort gate or in a park.

Just ensure you've completed your online check-in with:
• Your estimated Resort arrival and departure times
• A credit card you want to use for incidentals and other charges
• Your mobile phone number and/or email address
By providing a phone number or email address we can text or email you on the day of your arrival with your room number. Our Bell Services team will be ready to assist you with your luggage upon arrival.

We'll contact you when your room is ready and you can go directly to your room. If your room is not ready when you arrive, simply enjoy the Parks or the Resort and we will let you know as soon as your room is available.

nkereina · Feb 28, 2015

I'm curious if anyone has received a text that their room is ready BEFORE checking into DME or BEFORE arriving at the parking lot if driving? I suspect PP is right in that you wouldn't get this notification until they know for certain you're en route. Even if you do online check-in, that doesn't guarantee you'll actually arrive since anything can come up unexpectedly.

bobtabin · Mar 2, 2015

I read online about being eligible to take advantage of this direct-to-room service you would have had your Magic Bands shipped to you. However, I'm an annual passholder with 8 sets of MB's already and just booked Pop for this weekend (4 days out). My question is does anyone know if you already have MBs associated with your account (since it's too late to have more/new MBs shipped) if I can take advantage of direct-to-room? Or were they not being literal and mean you must have MBs? Being an AP holder we frequently make resort reservations very close to our arrival date (sometimes 1 or 2 days out). I would think for us AP holders that go frequently we would be the ones that desire this "skip the front desk with 3 little kids while waiting 15 minutes to get your packet" line. Anyone have any experience with this scenario yet?

DebbieB · Mar 2, 2015

A friend of mine moved from BLT to AKV Kidani this morning. She got a text around 9:30am that her room was ready, with the room #.

I never seem to have much luck with online check-in at BWV. The last time I arrived around 12:45pm and the room was not ready. I went to Epcot for lunch and to wait for the text with the room #. Never got one. I went back to the front desk around 3:45pm and they said, yes your room is ready.

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