Am I being crazy?

[tarynh24]

First off I am a HUGE DISNEY lover. We try to travel to DisneyWorld yearly. We have four children and one with Autism. We recently returned from a trip. I knew going into this many things would be different due to Covid. The park experience was great! I felt safe with transportation and with the parks protocols. They did a fantastic job!!

We usually stay at POR. We like it because it has a fifth sleeper, the property is beautiful, and it's quiet. They have also always had wonderful customer service. Since POR isn't opened we were moved to CBR. I loved the property at CBR. It was beautiful! The pool was amazing, loved the beaches, and the access with the Skyliner was fantastic. How convenient! Especially with strollers.

Our child with special needs will only eat a few things. Before we left I called Disney twice to make sure there would be a microwave available to warm up her food. They assured me there would be. When we arrived at the resort I ordered her food from the grocery store. I a CM if I was able to warm her food. They told me there is no way they could help me with this issue. I decided to ask another CM at a different area. She said the same thing. I explained to her I was told we would have access to a microwave to heat her food. She apologized and said due to new policies they could not. I know it wasn't their fault, but I did call a couple times before we left and was assured we could warm up her food. Popcorn is the only thing she will eat at the Disney parks so that's what she had for lunch and dinner. She was very hungry and needed her food. The next day my husband went to chat with a manager. We were going to order a microwave from prime and have it delivered to us. Truly we were desperate. After chatting awhile the manager said she could put a microwave in our room for us. Praise! Thank you! But why did this take so long to find a resolution?

Other issues... Our first night our remote wouldn't work. We called Mousekeeping to come in and put batteries in. They said they would come in as soon as they had availability. He came the next morning and chatted in our room for awhile. We also told him there was a terrible smell coming from the bathroom. We all smelled it walking into the room. It wasn't like a poop smell but it was weird and strong. It was there right when we checked in. He said he'd come back later to take care of it. Well, it was like this for the remainder of our seven night stay. Our refrigerator froze the first night. After this the fridge didn't get cold. Our AC was set at 65 our entire stay and we were still hot. Btw I am always cold but the room with was definitely hot. Thank goodness they had ceiling fans. We called again on the fourth day because we thought someone would come in and deliver towels and take our trash and this didn't happen. Yes we read their mousekeeping policies before arriving. We knew it would be limited but it still should've been before the fourth day.

It was just a very different Disney experience. We definitely tried to show grace because we know this is a trying time. It just stinks when you pay thousands for a Disney experience. I wonder if the hotel just wasn't ready? Or is it 2020 and I'm being extra sensitive? I'm bummed it was't a better experience because the Skyliner was extremely convenient.

 

[sponica]

I think it's probably low staffing. Did you stop by the front desk physically to rectify the smell/the faulty AC/the broken fridge (which makes me wonder if there was some electrical short) or ask to move to a different room? It's always an option, I've done it at hotel rooms where they smelled funky. I'm not blaming you if you didn't, sometimes it's not worth the aggravation, but at the same time, it's a lot of money to not like the room you're sleeping in.

I'm both surprised and not surprised the microwave in the quick service area wasn't available...and as far as having one sent to the room, that's an outside the box thought. I'm not surprised the call center said one would be available, one usually is in the quick service area (I think) and they might be going off old information.

I'd definitely email guest services to let them know that there are some service issues that need to be tweaked/improved in the re-opening process.

 

[Disneylover99]

First off I am a HUGE DISNEY lover. We try to travel to DisneyWorld yearly. We have four children and one with Autism. We recently returned from a trip. I knew going into this many things would be different due to Covid. The park experience was great! I felt safe with transportation and with the parks protocols. They did a fantastic job!!

We usually stay at POR. We like it because it has a fifth sleeper, the property is beautiful, and it's quiet. They have also always had wonderful customer service. Since POR isn't opened we were moved to CBR. I loved the property at CBR. It was beautiful! The pool was amazing, loved the beaches, and the access with the Skyliner was fantastic. How convenient! Especially with strollers.

Our child with special needs will only eat a few things. Before we left I called Disney twice to make sure there would be a microwave available to warm up her food. They assured me there would be. When we arrived at the resort I ordered her food from the grocery store. I a CM if I was able to warm her food. They told me there is no way they could help me with this issue. I decided to ask another CM at a different area. She said the same thing. I explained to her I was told we would have access to a microwave to heat her food. She apologized and said due to new policies they could not. I know it wasn't their fault, but I did call a couple times before we left and was assured we could warm up her food. Popcorn is the only thing she will eat at the Disney parks so that's what she had for lunch and dinner. She was very hungry and needed her food. The next day my husband went to chat with a manager. We were going to order a microwave from prime and have it delivered to us. Truly we were desperate. After chatting awhile the manager said she could put a microwave in our room for us. Praise! Thank you! But why did this take so long to find a resolution?

Other issues... Our first night our remote wouldn't work. We called Mousekeeping to come in and put batteries in. They said they would come in as soon as they had availability. He came the next morning and chatted in our room for awhile. We also told him there was a terrible smell coming from the bathroom. We all smelled it walking into the room. It wasn't like a poop smell but it was weird and strong. It was there right when we checked in. He said he'd come back later to take care of it. Well, it was like this for the remainder of our seven night stay. Our refrigerator froze the first night. After this the fridge didn't get cold. Our AC was set at 65 our entire stay and we were still hot. Btw I am always cold but the room with was definitely hot. Thank goodness they had ceiling fans. We called again on the fourth day because we thought someone would come in and deliver towels and take our trash and this didn't happen. Yes we read their mousekeeping policies before arriving. We knew it would be limited but it still should've been before the fourth day.

It was just a very different Disney experience. We definitely tried to show grace because we know this is a trying time. It just stinks when you pay thousands for a Disney experience. I wonder if the hotel just wasn't ready? Or is it 2020 and I'm being extra sensitive? I'm bummed it was't a better experience because the Skyliner was extremely convenient.

I don’t think you’re being crazy.

But going forward, I do think anytime you check into a room anywhere, and there is a weird smell, you should immediately ask for a room change. And always ask to speak to a manager right away if you get different answers from cast members or you need assistance and nobody seems able to help you.

 

[tarynh24]

I think it's probably low staffing. Did you stop by the front desk physically to rectify the smell/the faulty AC/the broken fridge (which makes me wonder if there was some electrical short) or ask to move to a different room? It's always an option, I've done it at hotel rooms where they smelled funky. I'm not blaming you if you didn't, sometimes it's not worth the aggravation, but at the same time, it's a lot of money to not like the room you're sleeping in.

I'm both surprised and not surprised the microwave in the quick service area wasn't available...and as far as having one sent to the room, that's an outside the box thought. I'm not surprised the call center said one would be available, one usually is in the quick service area (I think) and they might be going off old information.

I'd definitely email guest services to let them know that there are some service issues that need to be tweaked/improved in the re-opening process.

Thanks for your reply. Emailing guest services is a good idea. I also know we could have spoken to the front desk more. I trusted the person from mousekeeping would take care of the smell. It was just a bummer resort stay. We did speak with someone from the front desk on four different occasions. Even though we didn't address all of our issues. Hopefully they can improve during these crazy times.

 

[P'colaBeachBum]

If you called beforehand about the microwave who did you call? You probably spoke to a CM at the general call center not Guest services. There is no direct number to the resort.

I know hindsight is 20/20 but I would have immediately talked to the manager about the smell and other issues and asked to be moved.

Send a detailed email to Guest Services...wdw.guest.communications@disneyworld.com

 

[sponica]

Thanks for your reply. Emailing guest services is a good idea. I also know we could have spoken to the front desk more. I trusted the person from mousekeeping would take care of the smell. It was just a bummer resort stay. We did speak with someone from the front desk on four different occasions. Even though we didn't address all of our issues. Hopefully they can improve during these crazy times.

It might just be one of the cursed rooms. Definitely email guest services. You seem to be handling this with a lot more grace and understanding than most other people, and that comes off with your written tone.

 

[kwdw]

I think this was you trying to be too nice. Weird smell, I would have been on them day one. I've had thermostat issues TWICE in Disney resort rooms - both times making my first night miserable - but they were fixed the next day (I watched the one guy have to replace the whole unit the one time!). No new towels (obviously only on day 4 right now) - I would have been calling - and calling again when they didn't arrive. There's being more accepting - awarding them more grace - during this time - but you are talking about a pretty big series of issues.

I've always had Disney resolve resort room issues I've had. Maybe they took a tad longer than I ideally wanted, but always in a reasonable time frame. I would expect nothing different now. If they are open, they can meet the basic expectations of maintain a resort room.

 

[robinb]

I don't think you're crazy at all! You had very valid and legitimate complaints. I am very glad that you ended up getting the microwave. I hate when there is a cascade of "little things" that end up rolling up into one big problem. I probably would have bit the bullet and asked t be moved after the the first night.

 

[Tom_E_D]

If you called beforehand about the microwave who did you call? You probably spoke to a CM at the general call center not Guest services. There is no direct number to the resort.

I know hindsight is 20/20 but I would have immediately talked to the manager about the smell and other issues and asked to be moved.

Send a detailed email to Guest Services...wdw.guest.communications@disneyworld.com

The Disney resorts do have direct phone numbers, at least according to this list (scroll down):

https://www.wdwinfo.com/wdwinfo/contact.htm

 

[Bjkandma]

I would email Disney. But in the future, please go to the front desk, ask for a manager and list your concerns. It is so much easier for Disney to handle concerns when you are still there.

when you call, if at home or in the resort room, you are speaking to a call center. The person on the phone may or may not have ever been to Disney. The person may or may not even be located in Florida!!

 

[tarynh24]

If you called beforehand about the microwave who did you call? You probably spoke to a CM at the general call center not Guest services. There is no direct number to the resort.

I know hindsight is 20/20 but I would have immediately talked to the manager about the smell and other issues and asked to be moved.

Send a detailed email to Guest Services...wdw.guest.communications@disneyworld.com

First I chatted with the person who moved us from POR to CBR. Then I called CBR directly to double check a week before our checkin date.

 

[P'colaBeachBum]

First I chatted with the person who moved us from POR to CBR. Then I called CBR directly to double check a week before our checkin date.

The person that changed your resort is from the call center. Even with the resort numbers listed above it still sends you to a call center. I called a resort before and it was call center. You cannot even call the resort desk from your room phone.....unless that has changed very recently.
I hope you follow through to Guest Services.