I know that calling the Disney Travel line and asking to speak to someone at a specific resort doesn't really get you to the resort.
A week or two after our last trip, I wrote to Disney Guest Services with some of my thoughts about our visit to WDW last May. I received a telephone call from a supervisor at Guest Services and we spoke about the things that I brought up. She told me that she had spoken to the lead manager at the resort and that I would be getting a letter from her with a direct number to the resort manager. I was to call the manager after I received the letter which I did. The number was a direct number to this person. She answered by name and by resort.
While she and I were discussing my letter and discussing a reservation for May, 2014, I specifically asked if the resort rooms would be getting a refurb as I had heard rumors. I was told that it was true and that it was scheduled to begin in April, 2014. She stated that they would start in one village, finish up each building and then make their way around the resort so that guests would not be disturbed by the work going on. I asked if there was a possibility that I would get a new room when we arrived in May, 2014, I was told that it was possible.
There was a need for her to call me back several days later and it was then that I remembered to ask if the room refurb would include changing the beds from full to queen. She did confirm that the rooms will have queen beds.
Last week, possibly the week before, I had an online chat with a castmember regarding a ticket question. I asked about the refurb and they checked their official refurb schedule and he confirmed that it was set to begin in April. Before when I had asked in online chats (and others reported the same thing), I was told that there was nothing on their schedule. Now, it appears that it is.
I still have the manager's telephone number and name and was told to call her back at any time should I have questions; however, I haven't called because I do not want to abuse the fact that I have a direct number. However, I will be calling around the middle to end of April to put in requests and I will ask about the refurb again. Of course, by that time, I am sure that if the refurb starts early in April, some of our fellow Disers will post what they have seen.