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Old 08-02-2005, 01:37 AM   #1
SoCalKDG

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Rollaway beds or air mattresses being provided to guests at SSR?

From the following article:

Some Ask if the Disney Magic Is Slipping
By CHARLES PASSY
The New York Times

Maybe it was the rollaway bed that didn't materialize because it was suddenly deemed a fire hazard.

Or maybe it was the air mattress that surfaced in its place with a pile of bedding that included 20 - yes, 20 - pillowcases and one sheet.

It was a question meant in the most literal sense. We weren't staying at some budget motel off the Interstate. We were spending more than $300 a night for a one-bedroom "turn-of-the-century style vacation villa" at Walt Disney World's one-year-old Saratoga Springs Resort and Spa.


Anyone ever hear of either rollaway beds or air mattresses being provided to guests at SSR?
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Old 08-02-2005, 08:07 AM   #2
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Mmmmm....I don't THINK so! Makes you wonder doesn't it??
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Old 08-02-2005, 11:52 AM   #3
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Doesn't sound right to me either.
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Old 08-02-2005, 12:18 PM   #4
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Quote:
Originally Posted by patsal
Doesn't sound right to me either.
I just read the article. It's not a bad article. More like, "C'mon Disney, keep your eye on the ball". It wasn't an attack as much as it was a nudge to Disney to not take their magic for granted but to keep working on it.

With respect to the air mattress. I haven't been there, so I don't know. He was paying cash. Do they perhaps offer a bit more service (including more bedding and air mattresses) to cash guests?

-Shawn
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Old 08-02-2005, 01:54 PM   #5
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I don't know where at WDW he has stayed in the past. However, when I talked with Mr. Passy on the phone, he was surprised that Disney doesn't allow rollaways at the DVC resorts. He said that when he made the reservation through CRO, they said there would be no problem in getting him a rollaway at SSR. That was one of the reasons he was so flummoxed upon being told, "Um, sorry, but no." at check-in. Obviously, he would not have made the reservation there had he known about that restriction. Maybe someone at CRO doesn't/didn't know any better?

Just thought I'd share what I was told.
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Old 08-02-2005, 03:03 PM   #6
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Here's the whole deal...

Hey, it's Charles Passy (I'm a disboards regular reader in addition to occasionally writing about Dsiney).

I was promised the rollaway bed not once, but three times: When I made my reservation, when I confirmed my reservation (the night before) and when I checked in. It was only when I arrived at the room was I told -- by a phone message -- that the rollaway was against fire regulations.

After some complaining about the situation, I was told they could provide an air mattress for the night (we had a family of four and needed one extra bed). I wasn't thrilled about that, but it was the only option. They agreed to upgrade me to a larger room the following day (they couldn't do it that day because of lack of availability). The upgrade wasn't offered automatically, either, I should note -- I really had to push for it.

In any case, that's the story. Needless to say, I've had better stays at Disney than this one.
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Old 08-02-2005, 03:52 PM   #7
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Quote:
Originally Posted by charlespbg

I was promised the rollaway bed not once, but three times: When I made my reservation, when I confirmed my reservation (the night before) and when I checked in. It was only when I arrived at the room was I told -- by a phone message -- that the rollaway was against fire regulations.
By phone message?

Now that's cold.
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Old 08-02-2005, 06:41 PM   #8
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You should know that upgrades are almost never available at DVC resorts, although staying on cash through CRO increased the chance for that upgrade. People staying on points almost never receive an upgrade, unless a room goes out of service for a problem and the other rooms of that size are already booked.

I'm sorry if CRO promised you a rollaway, but if you are a regular reader of these boards, it has been mentioned repeatedly on the DVC boards that rollaways and air mattresses are not available at DVC resorts. The person to blame for giving you inaccurate info is Disney Reservations, and I would definately write them a letter of complaint stating that CRO promised you a rollaway.
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Old 08-02-2005, 06:49 PM   #9
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Quote:
Originally Posted by charlespbg
Hey, it's Charles Passy (I'm a disboards regular reader in addition to occasionally writing about Dsiney).

I was promised the rollaway bed not once, but three times: When I made my reservation, when I confirmed my reservation (the night before) and when I checked in. It was only when I arrived at the room was I told -- by a phone message -- that the rollaway was against fire regulations.

After some complaining about the situation, I was told they could provide an air mattress for the night (we had a family of four and needed one extra bed). I wasn't thrilled about that, but it was the only option. They agreed to upgrade me to a larger room the following day (they couldn't do it that day because of lack of availability). The upgrade wasn't offered automatically, either, I should note -- I really had to push for it.

In any case, that's the story. Needless to say, I've had better stays at Disney than this one.

Only a journalist would reserve a room that doesn't meet their needs...request something the resort doesn't provide to accommodate their mistake...then demand - and get - an upgrade to make up for the resort failing to provide something they are not supposed to provide to fix a problem the guest created...and THEN, write a story complaining about it.

Talk about making lemonade from lemons!!!
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Old 08-02-2005, 07:41 PM   #10
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Quote:
Originally Posted by JimMIA

Only a journalist would reserve a room that doesn't meet their needs...request something the resort doesn't provide to accommodate their mistake...then demand - and get - an upgrade to make up for the resort failing to provide something they are not supposed to provide to fix a problem the guest created...and THEN, write a story complaining about it.

Talk about making lemonade from lemons!!!
It seems to me that Mr. Passy, as a non-DVC member, did everything in his power to try to insure that the room he booked did, in fact, meet his needs. He was told on three separate occasions that it did -- from the horse's mouth, no less. Even if he happened to hear from the DISbaords that he couldn't get a rollaway for the DVC villas, whom would he be more inclined to believe -- us or the horse?

Let's face it: the industry standard is to provide a rollaway upon request (perhaps for a slight charge). They certainly do this for the much smaller rooms at Universal Studios. But perhaps their rooms are fireproof?
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Old 08-02-2005, 07:50 PM   #11
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If the article was in the N.Y. Times it may not be true!
They have a little problem with something called "truth"!
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Old 08-02-2005, 09:13 PM   #12
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additional info

I can assure you I did not know rollaway beds were not allowed. And the fact Disney assured me three times that I would have a rollaway made me feel it was guaranteed.

I never mentioned I was a journalist when I booked the reservation or when I called to complain. I was there actually to do a much smaller story about Saratoga Springs itself. It was only when the trip started going so badly that I sensed something larger happening... (And there were many, many more problems, including a completely botched breakfast at another resort.)

As I think I said in the article, I'm as much of a Disney enthusiast as anyone here... But the service I experienced was worse than anything I've encountered anywhere in more than two decades of travel (and writing about travel). I've had good stays at Disney before -- especially at Fort Wilderness (the rental cabins). But what I experienced at SSR really begged the question of what the bigger picture was. I honestly went with no agenda to expose something larger at Disney. Rather, the "something larger" was hard to ignore -- and the straw that broke the proverbial camel's back was a bill with a $750 mistake in Disney's favor (and that took more than an hour to resolve).
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Old 08-03-2005, 12:57 AM   #13
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Quote:
Originally Posted by charlespbg
I can assure you I did not know rollaway beds were not allowed. And the fact Disney assured me three times that I would have a rollaway made me feel it was guaranteed.

I never mentioned I was a journalist when I booked the reservation or when I called to complain. I was there actually to do a much smaller story about Saratoga Springs itself. It was only when the trip started going so badly that I sensed something larger happening... (And there were many, many more problems, including a completely botched breakfast at another resort.)

As I think I said in the article, I'm as much of a Disney enthusiast as anyone here... But the service I experienced was worse than anything I've encountered anywhere in more than two decades of travel (and writing about travel). I've had good stays at Disney before -- especially at Fort Wilderness (the rental cabins). But what I experienced at SSR really begged the question of what the bigger picture was. I honestly went with no agenda to expose something larger at Disney. Rather, the "something larger" was hard to ignore -- and the straw that broke the proverbial camel's back was a bill with a $750 mistake in Disney's favor (and that took more than an hour to resolve).
I've read your complete article, and while I think you were fair in presenting both sides, the big problem I had was the headline and the first couple of paragraphs. A casual reader may only notice the headline, or just read the first couple of sentances. They then walk away and think, WDW sucks. Reading the complete article sheds additional light on the complete subject and makes a comment on peoples perception. Combine that with the fact that you decided to write the article after a bad trip, as opposed to one of you many good trips.

Its very similar to the way the news recently covered the accident at DCA, in which some news agencies were reporting life serious injuries to 40 people when in fact the cars bumped at approx. 5 MPH.
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Old 08-03-2005, 01:49 AM   #14
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Quote:
Originally Posted by charlespbg
I can assure you I did not know rollaway beds were not allowed. And the fact Disney assured me three times that I would have a rollaway made me feel it was guaranteed.

I never mentioned I was a journalist when I booked the reservation or when I called to complain. I was there actually to do a much smaller story about Saratoga Springs itself. It was only when the trip started going so badly that I sensed something larger happening... (And there were many, many more problems, including a completely botched breakfast at another resort.)

As I think I said in the article, I'm as much of a Disney enthusiast as anyone here... But the service I experienced was worse than anything I've encountered anywhere in more than two decades of travel (and writing about travel). I've had good stays at Disney before -- especially at Fort Wilderness (the rental cabins). But what I experienced at SSR really begged the question of what the bigger picture was. I honestly went with no agenda to expose something larger at Disney. Rather, the "something larger" was hard to ignore -- and the straw that broke the proverbial camel's back was a bill with a $750 mistake in Disney's favor (and that took more than an hour to resolve).
I just read your article - they really refunded your entire stay??? Wow. I have been following the story on one of the other boards (I think the resort board?) about the family at All Stars (is that the same family you referred to?) She has been trying like heck for months to get some sort of fair resolution to that mess. I'm surprised they offered you such a large compensation.
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Old 08-03-2005, 02:38 AM   #15
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Quote:
Originally Posted by charlespbg

As I think I said in the article, I'm as much of a Disney enthusiast as anyone here... But the service I experienced was worse than anything I've encountered anywhere in more than two decades of travel (and writing about travel). I've had good stays at Disney before --
as you can tell from my signature, we are disney enthusiasts and have spent a lot of time at WDW, and i have to say that for the first time this year (2 weeks ago) we had a few non-disney like experiences....
i was actually quite shocked, but i wrote it off to CM stress due to the extreme heat and crowds....
on two different occasions we had encounters with extremely unpleasant CMs in guest services (at the MK and Epcot)....this was a total shock as the CMs in guest services are usually the best of the best....

most of our resort stays this year were great (specifically OKW and WL concierge), but our Contemporary Resort 14th floor concierge was not at all up to disney quality (not even motel 6 quality for that matter). And considering that I was paying $1120/night for a one bedroom suite there, that's truly shocking. We were supposed to stay there for 5 days, but checked out after 2 because we were so disappointed in the sub-standard quality. That's when we switched to the WL, which brought us back to the disney magic.
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