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Old 06-28-2009, 02:37 PM   #1
Cinderaven
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Angry Our stay at All Star Movies

We returned home from our stay from the AS Movies. What a disaster. We were to stay at the POP when my DW broke her ankle, that put evety thing on hold for a month. We rebooked for the samr time and days but enede up at the ASM.

She was in a wheelchair for 10 wks. unable to put any weight on her foot. When we checked in, prefered location, they put us on the 2nd floor, back side of the building, great for a wheel chair, and using the elevator during a fire or an emergency is out of the question, good thing our DS was with us to help.

We went to the parks for several hours before our room was to be ready. When we returned, we could not get into our room because the keys didn't work.

We then spent the next several hours with our luggage and my DW waiting in the lobby, waiting to get things fixed. (what fun)

During that week our room keys did not work, stuff delivered to the wrong room, room service not cleaning the room or vacumning, we even left the mouse keeping envelopes for the staff, (they were gone everyday) and a whole host of things go wrong. Even the bus driver was rude to our DS for helping his mother onto the bus. As you can tell we have stayed on property for a long time. We have never had such an interesting time at any of the resorts.

The parks were great as usual and had a great time most of our vacation.

It was always a grin to get back to the room to see what surprise was instore for us.

It was an experience that we will never forget, and will NEVER stay at the AS MOVIES again.

For the problems that we had, they tried to compensate us, 3, 1 day tickets to the parks next time we come. That will be in over a year and then we will be staying at the POP only from now on.
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Old 06-28-2009, 02:53 PM   #2
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Sorry you had such an awful time with the hotel. You really just confirmed for me that we made the right choice at booking POP for our first disney trip! I hope you were able to get some other kind of compensation instead of just the tickets. I really think when they compensate people instead of trying to use a free day ticket to lure you back that they should give you a complimentary night or something like that. It's a little more realistic because some people just can't travel to disney world every year
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Old 06-28-2009, 02:53 PM   #3
WDWCNY
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Sorry to hear about your DW ankle and all the problems that you had with the room. Housekeeping is getting to be a big issue with Disney.

I agree with you about staying at Pop over the All Star Movies.

Glad you had a great time in the Parks.
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Old 06-28-2009, 03:08 PM   #4
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I really think when they compensate people instead of trying to use a free day ticket to lure you back that they should give you a complimentary night or something like that
That might depend on when during the stay (if at all) the Guest brings issues to Disney's attention.

The following is not intended to mean Disney can do no wrong:
Disney wouldn't know that a Guest - even one in a wheelchair - could not put any weight on a lower extremity and therefore need to be on the first floor unless they were informed by the Guest.
It's too late now, but during the hours spent in the lobby trying to correct the lack of room access (keys not working), the OP could have politely but firmly requested a first-floor room in its place. Heck, I've gone down a flight of stairs on my behind when necessary. Awkward, sure - but it gets you out of an emergency situation.
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Old 06-28-2009, 03:16 PM   #5
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oh man!

I agree with most of what the PP says, you should bring issues to the front desk while there. I was under the impression that the OP did exactly that, at least with some of the problems. But.... the CM checking them in had to have seen that there was a person in a wheelchair that would be staying in the room. The OP stated that his DW waited in the lobby area for quite some time. They should have been put in a 1st floor room! And no, she should never, ever be expected to go down a flight of stairs on her bottom in an emergency!! This was a safety issue, first and foremost! No one in a wheelchair should EVER be put on a floor other than the 1st!!!
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Old 06-28-2009, 03:18 PM   #6
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Quote:
Originally Posted by kaytieeldr View Post
That might depend on when during the stay (if at all) the Guest brings issues to Disney's attention.

The following is not intended to mean Disney can do no wrong:
Disney wouldn't know that a Guest - even one in a wheelchair - could not put any weight on a lower extremity and therefore need to be on the first floor unless they were informed by the Guest.
It's too late now, but during the hours spent in the lobby trying to correct the lack of room access (keys not working), the OP could have politely but firmly requested a first-floor room in its place. Heck, I've gone down a flight of stairs on my behind when necessary. Awkward, sure - but it gets you out of an emergency situation.
We did inform them, I have had 7 back surgeries with both my back and neck fussed, and my right knee rerplaced. They were well informed ahead of time, I make sure of the when I book, even thru AAA, our agent makes sure it is put on the manifest when we book.

We always get the Preffered room for that reason.
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Old 06-28-2009, 04:09 PM   #7
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We spent an hour at POP on June 12th trying to staighten up a key situation like that. We were given the wrong keys to a room that was OCCUPIED. DH went back to the desk and told them the keys did not work and that this room was not a preferred room (which we had paid for). He was told and I quote "We have you booked for a standard room not a preferred!" (Very hatefully said) Give him another set of keys that has wrong names on them. We finally found a luggage assistance person who found out which room we were supppossed to be in and took us to the room. Like I said this was at POP so it can and does happen there too. Will never stay there again.
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Old 06-28-2009, 04:09 PM   #8
eliza61

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Quote:
Originally Posted by Cinderaven View Post
She was in a wheelchair for 10 wks. unable to put any weight on her foot. When we checked in, prefered location, they put us on the 2nd floor, back side of the building, great for a wheel chair, and using the elevator during a fire or an emergency is out of the question, good thing our DS was with us to help.

We went to the parks for several hours before our room was to be ready. When we returned, we could not get into our room because the keys didn't work.

We then spent the next several hours with our luggage and my DW waiting in the lobby, waiting to get things fixed. (what fun) During that week our room keys did not work, stuff delivered to the wrong room, room service not cleaning the room or vacumning, we even left the mouse keeping envelopes for the staff, (they were gone everyday) and a whole host of things go wrong. Even the bus driver was rude to our DS for helping his mother onto the bus. As you can tell we have stayed on property for a long time. We have never had such an interesting time at any of the resorts.

The parks were great as usual and had a great time most of our vacation.

It was always a grin to get back to the room to see what surprise was instore for us.

It was an experience that we will never forget, and will NEVER stay at the AS MOVIES again.

:
Sorry your vacation wasn't as magical as you hope.

I'm a Disney critic lately. Just too much decrease in quality to defend them lately. I don't think you would have had any better luck in a deluxe.

NO way NO how, should it take a "couple of hours" to get functional room keys. And returning to your room should never be any thing but routine. How sad that disney has deteroriate to the point where half expect there to be problems (and no you are not the first that has had this happen)

Like, I said take my opinion with a grain of salt. I hold disney to a very high standard and they have been missing the mark by miles over the last year.
I'm a critic with love, I remember when Disney was first class and I'm hoping and praying after the recession it will return to that level.
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Old 06-28-2009, 05:03 PM   #9
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Quote:
Originally Posted by Cinderaven View Post
We did inform them, I have had 7 back surgeries with both my back and neck fussed, and my right knee rerplaced. They were well informed ahead of time, I make sure of the when I book, even thru AAA, our agent makes sure it is put on the manifest when we book.

We always get the Preffered room for that reason.
I'm confused? Do you make them aware that you needed a first floor room for medical reasons? And they weren't able to accomodate you? Or did you tell them you had medical issues and you wanted a perfered room? If it were the second I would imagine they would try and get you as close to the main building as possible, even if it were on an upper floor.

I'm sorry your resort experience was such a bummer. I don't think I would have done will waiting hours for keys. We don't care for the Allstars resort because the themes don't grab us so we've never considered staying there. We do love POP though. We stayed there for one night and it was fun, but the rooms and beds are small. Now we stay in a one bedroom at a DVC (King Bed - lots of room) but we still get back to visit POP once each trip
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Old 06-28-2009, 05:35 PM   #10
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No one in a wheelchair should EVER be put on a floor other than the 1st!!!
Respectfully, persons in wheelchairs cannot be restricted to first floor rooms. There are ways they can exit a higher floor in an emergency. Sure, they'll need assistance - from canes/crutches/railings/someone's arm, to, in the case of someone unable to walk, period, being carried.
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Old 06-28-2009, 06:07 PM   #11
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I know for the fact the bus transportation stinks because the bus drive take over thirty minutes to get to DTD one day.
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Old 06-28-2009, 07:57 PM   #12
shellybaxter
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Quote:
Originally Posted by kaytieeldr View Post
Respectfully, persons in wheelchairs cannot be restricted to first floor rooms. There are ways they can exit a higher floor in an emergency. Sure, they'll need assistance - from canes/crutches/railings/someone's arm, to, in the case of someone unable to walk, period, being carried.
I agree. I've used a mobilty device and always hope that doesn't mean I will be on the ground floor. I enjoy the higher floors. In an emergency I could get down without too much assistance, but its really not fair to exclude those who are mobility challanged to the bottom floor
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Old 06-28-2009, 08:23 PM   #13
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I am sorry your stay was so unmagical.

We just got back from All Star Music and had a perfect stay. My aunt did injur her knee while there and ended up in a wheelchair. We were on the third floor very far from the elevator but it was fine. I don't see how they could give all the people with chairs and scooters first floor rooms each time. But I am sorry you didn't like your stay.

We had no problems whatsoever with Music or the All Star busses and I am thankful given your experience. Which sad to say, could have just as easily have happened at Pop. Or anywhere else.
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Old 06-28-2009, 08:38 PM   #14
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As others have said, being in a wheelchair is not a guarantee of getting a ground floor room. I'm sorry you assumed that would be the case, and were disappointed in your room location.

Also, as an FYI, housekeeping does not vaccume every day. Typically the vaccume when the room occupents change, or if there is a really big mess left on the carpet. I don't vaccume my house every day, so it doesn't bother me that my hotel room is not done either.

I wouldn't give up on the All Stars because of one bad stay at the Movies. I stayed at both the Sports and the Music last year, and both resorts were wonderful.
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Old 06-29-2009, 12:44 AM   #15
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I think it's unfortunate random bad luck hits. I would always fight up the food chain if you don't like the resolution some gives you. And collect names and let them know you are. I always for karma's sake make sure I go up the food chain to praise wonderful service too.

If 1st floor is a medical necessity, then it should be in the ressie. Assuming you had that and still weren't accomodated, I would have pursued the matter the second that some other manager came on duty to resolve it for you (nothing like a new shift taking over and getting different results!). But it always helps to be nice, approach is huge. I work for a retailer and at times end up on the floor dealing with customer issues. We bend rules for those that are kind (to us and others) and don't assume nor demand. We tow the hardline for the "entitled", the "argumentative", and the "whiners".

In ASMovies defense, we found it spotless and well-attended when we stayed. And quite frankly, for quick service food, ASMovies has a superior food court over deluxe and dvc properties. It's actually something we all complain about still.

I've had very frustrating experiences in MK, at the Princess dinner in Epcot, and at Coral Reef. I can't boycott them, but I totally understand why you'd write them off. For the rest of us though, ASMovies is still a good option. Glad you still had a great time!
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