ASMu woes...update (p.8) and HELP!

[taximomfor4]

Here is the start of my trip report, for our 3/27--4/2 stay in 2 rooms at the ASMu resort. We oopsed, and drove the Ohio-Florida drive too quickly, so arrived in WDW at 2:30am, btw. I have a special needs dd 6, so CRO had transferred my original ressie to Special Services (whatever they are called). The rep there was very thorough about our needs...non-smoking, quiet location (facing AWAY from pools or parking lots), semi-close location to bus stop in case of episode, and a connecting door btw our rooms since its just me, dh, and 4 kids under 12 and dh would not even be there for several of the 6 nights. She froze our room assignment for us, only telling me the bldg and that the rooms ended in 2 and 3. OK....so we arrive 3/27 at 2:30am at ASMu.
Anyway, we went to McD's drivethru, watched a movie in our van, and did pre-checkin at 4am at ASMu. They confirmed our bldg, that the rooms ended in 2 & 3, and I double checked a higher floor and connecting door AGAIN (I had done so EVERY time I made a payment on my ressie, prior to arrival, and prior to canccelling my DTD SUITE I had also booked.) They said nope, its ground floor. But it DOES have the connecting door. We looked at which bldg, it was pretty close and faced away from the pool. So we bought 6 mugs for $72 (what a bargain) since we could easily refill a lot. We had to call at 3pm for the exact room numbers, though. No problem.
At 3pm, I called from a store in EPCOT, wanting to get something sent to me at the resort. Got the room numbers (which DID end in 2 & 3, of course). Asked again if someone made SURE there was the connecting door. OF COURSE THERE IS! At 8pm, arrived at the hotel, filled our mugs, went to our Non Smoking rooms. First room ok, second room REEKS of TONS of smoke. Asthma. No way. Then we notice NO connecting door. WHAT?! With my dd's care needs, it is ESSENTIAL to have access all night, while still having access to my preschooler and toddler! We call front desk. After 30 minutes of no answer, we load up the kids (who had been up sionce 2:30am now!) and walk to the lobby. I stand (and then SIT) in the unmoving Guest Svcs line, while DH stands in the slow-moving checkin line. The kids fall asleep on the bench. Finally, DH gets to a CM who insists that we NEVER requested a connecting door. WHAT?!!!!????!!!! I run over there, re-tell the tale, etc. He looks at our family and says that with our 6 people, 4 being young kids, we are pretty much stuck since we have to have a connecting door but they are at 100% capacity and won't have one for us. We almost started back to Ohio that night!
He called around, they finally found us connecting rooms in the Country Fair bldg. They were apparently available still because the carpets were soaked -- they had just shampooed them! One room had no remote control, a broken clothesline, and a running bathtub (VERY annoying in the night!!) But we had the connecting door so I had access to all the children while DH was gone!
Oh, and we were in that very last, "super-peaceful, quiet" bldg with THREE Marching bands and a high school chorus. On the ground floor right ON the main path. We got woken up nightly, when the 200 teens decided to hang out right outside our doors and yell to each other. The chaperones insisted that it was too many kids to keep quiet. DH finally went outside, spoke with the chaperones (useless), and yelled at the kids himself when they yelled outside our windows right in front of him! He called the fr ont desk, who said they would send security, but half-hour later called again when it just got louder.

I KNOW, since the lobby CM was so kind to point it out, that Connecting Doors is "ONLY" a request. But with the several months of dealing with Special Services about the disability needs (of which quiet but not excessive trekking was a part), getting these"perfect" rooms promised, WITH connecting doors which I was told are MORE than a request when 2 or less adults are part of the large party, and then having it turn into THIS mess was very disheartening. Especially when the ressie said "Guaranteed Connecting ROoms for Families." I had to convince my dh to try a WDW vacation as it was. He was decidedly UNIMPRESSED.

I got a really nice CM on the phone with CRO (about my upcoming trip with stepmom), started to vent to him ( he was WONDERFUL at defusing my anger, BTW). He gave me an email addy for Guest communications, which I have emailed in detail. I know that responses are slow or nonexistant, but I really need them to do SOMETHING to make my husband believe they want to make this all right!

Thanks for listening, all! Any questions, lmk!
Beth

 

[Poohgirl]

WOW! All I can say is so sorry, what a disappointment! I hope you found some magic through your stay.

 

[taximomfor4]

Thanks for the sentiment!! I really felt like I was being sort of a baby for being so put-out and angry. Its just that, I never cancelled that suite until Special Services had assured me that they locked in the perfect set of connecting rooms. And for how many times I asked, re-asked, asked yet again, etc....it's shocking to me that everyone assured me that the rooms connected yet NOBODY bothered to check, apparently.

I love WDW, but had this been in ANY other vacation spot or hotel, I KNOW we would have some sort of voucher, discount, sincere apology, or whatever for a future trip to entice us to try again. I soooooooo need them to do SOMETHING to try to right this for us, it is all my dh talks about now and we got home five days ago! I bought an AP, planning to do another trip as an anniversary surprise later but am afraid that now he won't permit it!!

I hope they respond to my email.
Beth

 

[Poohgirl]

Just the fact that special services was involved for a reason, and supposedly did what they were supposed to do regarding your "medical" issues to alleviate any of the issues you many have through your stay. Then when you get there NOTHING! You were set up for disappointment, you have every reason to be upset. I hope it all gets resolved for you.

 

[sarahg311@hotmail.co]

That's just awful!! I feel terribly for you and your family. Sorry you had to go through such disappointment for what should have been a *magical* trip for you. Sorry.

 

[isyt]

I can not blame you for being upset at all. I have 3 small kids and could not leave them in a room by themselves. What if there was a fire not to mention whatever special needs your child may require. I am a travel agent and used to work in hotels and can tell you that after you were there at 2:30am the cm should have highlighted and brought to attention to everyone your situation. He sounded to be very nice and tried to accomodate you but there was no follow through.

I always stay on property though and want to tell you to absolutely try it again. The moderates have great connecting rooms and can be quieter than the values. I personally like Port Orleans. If you have the AP you can still get discounts. Hopefully Disney will respond soon, they are usually pretty good in compensatng people for bad experiences.

Good Luck

 

[vettechick99]

Wow, I'm so sorry about your resort issues. Connecting rooms should be guaranteed when you have four children. I dont have kids but no way in heck would I want them in a room I had to access only from the outside.

Sounds like you had some less than helpful CMs and that's a shame. I do hope you can convince DH to go back and y'all get to experience some PD. ~*~*~*~

 

[Talking Hands]

The fact that they refused needed accomodations that were made through Special Needs would leave me very angry indeed. Those rooms are supposed to be set aside. I would complain and also let Special Needs know that your needs were not accommodated so they can deal with ASMu as to policy on SPecial Needs requests.

 

[taximomfor4]

Hey talking hands! We had, last month I believe, written back and forth a few times about our viola-playing children!

The rooms that we were given, which were not what was needed, were indeed the rooms locked in by the Special Needs people...I am assuming that, since without going directly through special services nobody (regular CRO, etc) could do anything to my ressie, they didn't bother to double-check the details. Big Mistake!!

I wonder if, in addition to the email I sent to Guest Communications, I should contact the Special Services dept as well since this appears to be their original mistake, freezing in the wrong rooms.

Beth

 

[ducklite]

I would call Special Services and let them know. In fact I'd ask for a supervisor right away when you call.

One thing you need to ask yourself is what do you want from all of this? An apology? Some sort of discount for the next trip? Obviously you wo'nt get a free trip in a suite at the GF, it doesn't sound like you are looking for that though.

I'd suggest that you tell them you'd like a 25% credit on what you paid for the rooms (not tickets/food/etc., just rooms) due to your inconvenience, and a written apology. And not sure what your childs special needs are, but if they fall under the ADA, you might mention that the laws were violated if you aren't getting anywhere...and that you'll not be afraid to take this issue a step further. I wouldn't start off that way, but if you feel like you are getting the runaround, that might wake them up.

Anne

 

[Lewisc]

You have three valid complaints:
1) The rooms that should have been pre-blocked based on your special services request weren't blocked. The next rooms you were assigned weren't connecting and had a smoking issue.

2) The rooms you wound up getting were rooms that shouldn't have been in the rental inventory.

3) The resort and the chaperone's were unable to control the noise of the guests.

When you complain I wouldn't mention the unavailability of a room when you arrived at 2:30a. Disney didn't do anything wrong and all you'll do is confuse the issue. I don't think I'd talk about the mugs. You can't request a room close to the food court just to make it easier to refill your mugs and mentioning that as a problem takes away from the special needs request.

Not only wasn't your special needs met but you were given a room that shouldn't have been rented. Further security was unable to control the noise level. I think you should be looking for a refund not a credit toward a future stay. I'd start with asking for a complete refund of your room rate and probably settle for 50%. I don't agree with Anne, I wouldn't start at 25%.

Disney should have moved you after the first night even if it meant upgrading you to a moderate or deluxe. Even it it meant having to upgrade or compensate an existing guest by moving them.

 

[wicket2005]

Sorry to read your sad tale, hope your holiday got better. I think it is disgraceful when you have a special needs child that special requirements cannot be met. Surely in this day and age special bookings can be assured.

 

[taximomfor4]

First of all, thanks to Anne and everyone else for the sound, well-thought out advice. Its tough when it is emotional!

When you complain I wouldn't mention the unavailability of a room when you arrived at 2:30a. Disney didn't do anything wrong and all you'll do is confuse the issue. I don't think I'd talk about the mugs. You can't request a room close to the food court just to make it easier to refill your mugs and mentioning that as a problem takes away from the special needs request.

Not only wasn't your special needs met but you were given a room that shouldn't have been rented. Further security was unable to control the noise level. I think you should be looking for a refund not a credit toward a future stay. I'd start with asking for a complete refund of your room rate and probably settle for 50%. I don't agree with Anne, I wouldn't start at 25%.

Disney should have moved you after the first night even if it meant upgrading you to a moderate or deluxe. Even it it meant having to upgrade or compensate an existing guest by moving them.

I had no problem with a room being unavailable at 230 am, it just led up to the total frustration we were feeling at 830pm when finally getting to our rooms. Same with the mugs thing, although the point with that was that my rooms were supposed to be on a quiet (away from pools, playgrounds....facing service areas would be fine, lol) side of a relatively close building so that if dd did break down (physically or emotionally), we could get from bus stop to rooms somewhat hurriedly. The annoying thing with the mugs was that dh would not let us spend that $ on them unless it would be easy to get the refills. The building we were initially pointed out to (but not allowed to see into the rooms in) was what made him decide it was ok. Just another buildup in the frustration.

I am such a people-pleaser that I would have no clue how to go about demanding a partial refund. Just ask outright? Just state that 50% back is what I expect? If they did that for us, honestly, I think dh would let me kick it directly into another vacation (probably not at WDW for a whole week next time, though, and CERTAINLY not at ASMu, hehe.)

I just really want Dh to have incentive to try again! I am sitting here reading everyone's trip reports today, and they sound so different from mine

THanks all!
Beth

 

[dan-tot]

I don't know why you didn't stay at DTD suite since it was only a small distance to Diney and you are still on Disney property. I don;t think I would of stood there when they told me that I would think I would be asking for management and making them correct the problem on the spot. I know you were tried but you let them off the hook. I think I would be asking for a BIG discount on the rooms that they would find you. I probably would of got them to get into the suite at dtd for compt.

Dan-tot

 

[taximomfor4]

I don't know why you didn't stay at DTD suite since it was only a small distance to Diney and you are still on Disney property. I don;t think I would of stood there when they told me that I would think I would be asking for management and making them correct the problem on the spot. I know you were tried but you let them off the hook. I think I would be asking for a BIG discount on the rooms that they would find you. I probably would of got them to get into the suite at dtd for compt.

Dan-tot

Problem was, it was Easter Sunday and even DTD suite was long sold. I had cancelled it 5 days prior to arrival, before the late-cancel penalty. And it WAS the manager who finally found us rooms (the ones with the freshly shampooed carpeting.)

Here is a new update, anyway...
I just spoke with Emily at CRO, who could not access my ressie (since it is over already) but she asked what happened. Started telling her, she jumped in, put me on hold, called Guest Svcs who COULD access my former ressie. My phone disconnected and would not come back on for 10 minutes, but when it did, she had left me THREE messages...the last one directing me on what to write down, the name and locatioin of who had given her this info, and the fact that it was very clearly notated in every available location in my room ressies the words "Guaranteed Connecting Rooms"

WHAT A GEM SHE IS!! She stated that she hopes this will give me the info I need, she hopes I get some sort of compensation, and that we will not let this sour us to WDW and that we would give them another chance.

Now to await the email reply from Guest Communications, lol.

Beth

 

[Alicnwondrln]

Well i am really surprised
i would agree with the others
i would call the special service that "helped" you and tell them what happened
explain everything and hopefully they will amke it right for you
im so sorry
i would have been sooo upset

 

[nluvwithmickey]

Wow...what a story.

I keep trying to find things about WDW that would NOT make me want to go back EVER again. ( I am sooooo hooked) .

Well if this ever happened to me you bet they would never see me again.

Unless I would be compensated, even still I think I'd probably hold off for a while and go somewhere else.
These trips cost so much of our hard earned$$$ that we have a right to expect to get what we request, especially with the op's special needs DD. Everyone is entitled to have a magical vacation, you should have been able to have it.

 

[maxiesmom]

We stayed at the ASMu in October, and were not impressed with the CMs. They seemed unwilling to help fix any problems, let alone go out of their way to spread any pixie dust! Maybe some training is in order?

Anyway, I am glad someone is listening and seems to care about the mess they made of your reservation! Maybe you will get a free night? I'm keeping my fingers crossed for you!

 

[eeyore45]

You have three valid complaints:
1) The rooms that should have been pre-blocked based on your special services request weren't blocked. The next rooms you were assigned weren't connecting and had a smoking issue.

2) The rooms you wound up getting were rooms that shouldn't have been in the rental inventory.

3) The resort and the chaperone's were unable to control the noise of the guests.

When you complain I wouldn't mention the unavailability of a room when you arrived at 2:30a. Disney didn't do anything wrong and all you'll do is confuse the issue. I don't think I'd talk about the mugs. You can't request a room close to the food court just to make it easier to refill your mugs and mentioning that as a problem takes away from the special needs request.

Not only wasn't your special needs met but you were given a room that shouldn't have been rented. Further security was unable to control the noise level. I think you should be looking for a refund not a credit toward a future stay. I'd start with asking for a complete refund of your room rate and probably settle for 50%. I don't agree with Anne, I wouldn't start at 25%.

Disney should have moved you after the first night even if it meant upgrading you to a moderate or deluxe. Even it it meant having to upgrade or compensate an existing guest by moving them.

I know I should read all the posts, and I also am glad that talkinghands has posted too... but I agree with this poster about keeping to the facts.

I wanted to cry when I read your post! It is truly a sad day when Disney sits on their hands when needed most... and when you complain, you cant even possibly begin to bring in the multitude of feelings, you must stick to the cold hard facts, and that is what truly saddens me, and brings tears to my eyes!

I have a son who is hard of hearing, and I'm a teacher, took extra classes in special education, and regularly help out the autistic kids at dd school (I'm a perm. sub now, more freedom for me, and my kids... see, rambling.. ooops! )

 

[PhotobearSam]

I am so sorry about this...How horrible for your family.

I have come to expect that when DH and I request something at a hotel...It might not happen and we prepare ourselves for it to not happen. Then if it does...GREAT.


BUT

As a Mom with a special needs child...IT SHOULD BE GUARANTEED....no ifs ands or buts....PERIOD.


They did you wrong...why would they have a special needs department if they can't help???

I would call the special needs department ASAP...This is not right.

Next vacation, I will suggest getting a Condo off site. You will save money, and have a place for everyone and you can have down time away from it all for your DD...

Please let us know what happens. I hope some PIXIE DUST comes your way soon.