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Old 02-27-2013, 01:13 PM   #1
Nutbean
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No A/C in room in September. Takes Disney 5 nights to address it.

Please note that I love Disney World and am planning another trip this fall. I've never mentioned this on the boards before but I saw another post about no hot water and maid service and felt compelled to tell my story...

Something similar happened to us only instead it was no A/C in my sister and mother's room in September. We were staying in two rooms in the LM section at AoA (their first trip, our second) and we had A/C working just fine in our room but my mom and sister did not. We called down to the front desk as soon as we checked in to the room our first night and they said they would send someone.

Our second night it seemed like maybe it was a bit cooler but when my mom tried changing the thermostat to an even cooler temperature (temp was okay but the room still didn't feel "cool" like properly running A/C should) it stopped working again.

Well, we called every morning and night for the next four nights. Finally on the fifth night, after another long day at the parks and we had been transferred from the front desk to maid services and got their voicemail, I had had enough. My mother and I went down to the front lobby and spoke with someone from guest services. She assured me that the manager would be down to speak with us right away.

My sister and her kids were exhausted and had already fallen asleep. Once we got back to the room, a maintenance worker was there (maid services had notified him) and told us it couldn't be fixed at this time. We asked him to call the front desk for us as we had had no luck with them thus far. He did and he kept getting the runaround from them as well!!

He tried to get them to arrange for my mom and sister to transfer to a different room in the LM section but there were none left. The only option was to move to a Cars suite. My sister, who had been sleeping (it was after 11pm by this time), had to wake up, wake up her two kids, pack up everything and move to the other end of the resort. She was NOT happy.

So there they are sitting on the sidewalk outside our room, it's going on midnight, waiting for the manager to finally show up (we were told by guest services he would be 15 minutes max and by this time, it had been almost 2 hours). Finally he did and he was, imo, standoffish almost to the point of being rude. At this point, he should have been handing the appologies out like they were tictacs, imo!!

Anyway, he gave my mom and sister credit back from 2 nights stay and upgraded them and us to the Cars suite for the remainder of our stay (3 additional nights). My family was already asleep in the room so we didn't move over until the next morning.

I appreciated their attempts to remedy it but at the end of the day, I was absolutely shocked that it took so long for them to address it. We felt totally ignored and it took us getting angry for them to do anything about it.

For those who may ask - we didn't go down to the front desk sooner because by the time we got back from the parks the previous 4 nights, everyone was too exhausted. However, on the fifth night, with my mom's ankles swollen and her unable to get a good night's sleep in the heat, we decided enough was enough already.

Okay, rant over. I feel better now, lol!!

Last edited by Nutbean; 02-27-2013 at 01:22 PM.
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Old 02-27-2013, 02:34 PM   #2
Jestocost
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Quote:
Originally Posted by Nutbean View Post
Please note that I love Disney World and am planning another trip this fall. I've never mentioned this on the boards before but I saw another post about no hot water and maid service and felt compelled to tell my story...

Something similar happened to us only instead it was no A/C in my sister and mother's room in September. We were staying in two rooms in the LM section at AoA (their first trip, our second) and we had A/C working just fine in our room but my mom and sister did not. We called down to the front desk as soon as we checked in to the room our first night and they said they would send someone.

Our second night it seemed like maybe it was a bit cooler but when my mom tried changing the thermostat to an even cooler temperature (temp was okay but the room still didn't feel "cool" like properly running A/C should) it stopped working again.

Well, we called every morning and night for the next four nights. Finally on the fifth night, after another long day at the parks and we had been transferred from the front desk to maid services and got their voicemail, I had had enough. My mother and I went down to the front lobby and spoke with someone from guest services. She assured me that the manager would be down to speak with us right away.

My sister and her kids were exhausted and had already fallen asleep. Once we got back to the room, a maintenance worker was there (maid services had notified him) and told us it couldn't be fixed at this time. We asked him to call the front desk for us as we had had no luck with them thus far. He did and he kept getting the runaround from them as well!!

He tried to get them to arrange for my mom and sister to transfer to a different room in the LM section but there were none left. The only option was to move to a Cars suite. My sister, who had been sleeping (it was after 11pm by this time), had to wake up, wake up her two kids, pack up everything and move to the other end of the resort. She was NOT happy.

So there they are sitting on the sidewalk outside our room, it's going on midnight, waiting for the manager to finally show up (we were told by guest services he would be 15 minutes max and by this time, it had been almost 2 hours). Finally he did and he was, imo, standoffish almost to the point of being rude. At this point, he should have been handing the appologies out like they were tictacs, imo!!

Anyway, he gave my mom and sister credit back from 2 nights stay and upgraded them and us to the Cars suite for the remainder of our stay (3 additional nights). My family was already asleep in the room so we didn't move over until the next morning.

I appreciated their attempts to remedy it but at the end of the day, I was absolutely shocked that it took so long for them to address it. We felt totally ignored and it took us getting angry for them to do anything about it.

For those who may ask - we didn't go down to the front desk sooner because by the time we got back from the parks the previous 4 nights, everyone was too exhausted. However, on the fifth night, with my mom's ankles swollen and her unable to get a good night's sleep in the heat, we decided enough was enough already.

Okay, rant over. I feel better now, lol!!
No excuse for them not fixing it or moving you to another room much sooner. This does reinforce the advice that you will hear many times; go to the front desk yourself if you're not getting an appropriate response. If you call you get sent to a call center that may be nowhere near Orlando and your request is routed from there to wherever. As a result, it doesn't always happen quickly or get to the right place, and there's not much of an escalation path.
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Old 02-27-2013, 02:38 PM   #3
su_A_ve
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No excuse for them, but I would have talked to a manager on night number two and demand a move to another room or resort!

I would escalate the issue now in any case...
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Old 02-27-2013, 03:50 PM   #4
maxiesmom
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Not to excuse the way the manager treated you, but apparently the rooms at AoA are warmer than other resorts anyway. They placed limits on the air conditioners as the materials used to build this resort are supposed to keep the rooms cooler. Supposed to, as there have been a few posts from people saying the rooms are too warm.

I bet they are getting a lot of complaints about the room temperature, and didn't realize that the air conditioner was actually broke, and not that it wasn't just making the room as cold as was wanted.
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Old 02-27-2013, 04:02 PM   #5
Nutbean
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Originally Posted by maxiesmom View Post
Not to excuse the way the manager treated you, but apparently the rooms at AoA are warmer than other resorts anyway. They placed limits on the air conditioners as the materials used to build this resort are supposed to keep the rooms cooler. Supposed to, as there have been a few posts from people saying the rooms are too warm.

I bet they are getting a lot of complaints about the room temperature, and didn't realize that the air conditioner was actually broke, and not that it wasn't just making the room as cold as was wanted.
Ah really? That's very interesting. I had not heard that. Helps to give some insight in to their lack of concern for us anyway.

The A/C was working quite well in our room which only emphasized how much it wasn't working in my mom and sister's room. On the night they moved out, it was actually cooler outside than it was in their room!
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Old 02-27-2013, 05:28 PM   #6
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Now that's being mentioned, last stay in 2011, our room at CSR A/C had a motion sensor. The room would stay at a higher temperature when nobody was in, while lowering to the set point while it detected movement.
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