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

[Loves2Travel]

Next time don't stay in a value resort...ugh...

 

[ferastu]

We went last Sept. Our original plan was to spend 2 nights in Cocoa Beach visiting my sister and then 7 nights at ASMo. Since it looked like the hurricane was going to hit we cancelled out reservations at Cocoa Beach. Since ASMo was sold out at that point, I booked those 2 nights at Pop Century.

Anyway point of the story is that on the Sunday when we check out of PC and into ASMo, we found the CMs at PC much friendlier. Not that the ones at ASMo weren't friendly. It just seems that ASMo was understaffed compared to PC and had a much higher frustration level.

 

[Stitchfans]

Hi Beth, So sorry this happened to you. I was wondering what happened to you. I asked at the desk what room you were in and was told you had moved. We arrived at 2:30 in the morning also on the 25th but that was due to travel problems. The flight to Orlando and back was a nightmare. Nightmare isn't even an accurate description. We were lucky and things went smoothly for us once we finally made it to All Star Music. Sure wish we could of met up like planned.
The one big lesson I learned was NEVER NEVER fly with US Air, and under any circumstances NEVER EVER fly unless it is a non stop. We were treated like total dirt at the Washington (Reagan) airport. There was a young woman at security who was itching to start a fight, argument something. She tried with me and failed, but when she got to my oldest daughter she got what she wanted. We discovered at the Chicago airport that a sewed in buckle on my daughter's jeans set off the alarm. My daughter before she went through mentioned it to the girl. Sure enough the alarm went off. The girl yells at my daughter to move over to the side and my daughter did as she was told. The girl then starts screaming, "Supervisor! Supervisor!" Seconds later 2 people came swooping down on my daughter. They terrified her and she started crying. The girl said that my daughter shoved her and that was a total lie cause she never came near her let alone touched her. They took my daughters ticket, was patting her down, asking her tons of questions and frightened her so badly. I tried to stay near her and was rudely told that if I didn't get lost they would frisk me too. I told them to do what they have to do cause I am not getting lost. I stood as close by as I could so I wouldn't cause anymore problems. By two other passengers who witnessed the whole thing put their 2 cents and one made the matter worse. She yelled out those 3 are only doing this because they are black and we are white. I wanted to to crawl underneath the floor. To make a very long nightmare short we finally did make it through, and they gave us back my daughter's ticket. I want to believe the girl's problem was that she was resentful for having to work Easter weekend, but we will never know her true reason for starting all this mess. I emailed a complaint to the airport but no doubt I will be ignored. Thank you all for listening. Just needed to vent.

 

[sprite]

We have guaranteed connecting rooms for our July trip to ASMu. The CM told me they were guaranteed because we were one family traveling with 4 children and had to have two rooms. She offered up the information, I didn't even ask for connecting rooms. I asked if the rooms could be next to each other (adjoining?). We are traveling with two adults and 4 children (4,8,15,16).


As soon as I read this I ran and checked my reservation confirmation. It says GUARANTEED CONNECTING ROOMS FOR FAMILIES.

Special needs or not, 2 adults, or not, you should have had connecting rooms anyway. I hope they compensate you for this mess, and I hope we don't have the same problem in July.

 

[PhotobearSam]

any news???

 

[d-man's mom]

I'm curious to see what happens with this also! I really hope that the people at special services are able to comp you somehow for this mess. I think that they should have found you suitable rooms anywhere- if every WDW resort was booked, then they should have found you something nearby offsite and picked up the difference (cost of rental car, room, etc).

We are going in December and are staying at ASMo with medical necessity requests submitted for a fridge and a smoke free room. Fortunately it's just myself and my son and we don't need two rooms.

If they can't find us a fridge and a smoke free room, they are moving us, end of story.

Please keep us posted!

 

[swilshire]

I sympathize with your ordeal. We went on a non-Disney vacation for Spring break. We arrived at our resort quite early to find our pre-arranged room unavailable because it had to "be sprayed" (I didn't ask). I carefully explained that our DS uses a wheelchair and, while we didn't really need a handicapped room, we did need a ground floor. I must have mentioned wheelchair a dozen times. They didn't have anything available early, but assured me that when we came back we would have a room that we could get the wheelchair into.

When we came back later to check in, we had a ground floor unit, with a lovely set of steps into it. All of the other buildings around us had ramps. Ours did not. I went back to the desk and they spent approximately 40 minutes finding a unit for us while my husband fumed and our groceries melted in the van. While I was there, the person who had originally made the promise came by and said "oh .... I thought you just needed a ground floor unit". What part of wheelchair didn't sink in?

I also can relate to the poster who had trouble with airport security. I ran into one in Boston that was definitely having a BAD day. I actually wound up throwing out some of my belongings to get through the security check. I was at the airport two hours early as advised by TSA and had brought a bag with my breakfast, newspaper, etc. I could have consolidated it down to the required carryon limit before flight time, but she was NOT going to let me get through her station. I left my breakfast etc behind for no good reason that I could see. Didn't want to take any chance of missing my flight as I absolutely HAD to be back home on time.

My husband had a problem with the buckles on his overalls when we were in Washington DC last month. He started telling every security person that he was going to set off the metal detectors. Most of them were pretty friendly about it, though they still wanded him.

Sheila

 

[taximomfor4]

We have guaranteed connecting rooms for our July trip to ASMu. The CM told me they were guaranteed because we were one family traveling with 4 children and had to have two rooms. She offered up the information, I didn't even ask for connecting rooms. I asked if the rooms could be next to each other (adjoining?). We are traveling with two adults and 4 children (4,8,15,16).


As soon as I read this I ran and checked my reservation confirmation. It says GUARANTEED CONNECTING ROOMS FOR FAMILIES.

Special needs or not, 2 adults, or not, you should have had connecting rooms anyway. I hope they compensate you for this mess, and I hope we don't have the same problem in July.

I am the OP, and my ressie did, in fact, state Special Needs and GUARANTEED CONNECTING ROOMS FOR FAMILIES also. Found the paperwork, finally, lol.

I just got back from my quick stay at WL with stepmom. Staff was great, we could watch Wishes from our 6th floor Woods View balcony. WL is such a comfortable place, everyone really was helpful and warm and friendly. SUCH a change from the hectic atmosphere of Easter Week at ASMu, lol. We will definitely return there (WL of course).

Nobody has called me yet, since I replied to their request for my phone number. I am waiting (* taps foot*)

I overheard, at the front desk while at WL, a grandmother come down after first checking her rooms. She was there with her dh, her adult dd, dd's dh, and the 2 grandchildren. They had requested "adjoining" rooms, standard view. She was angry that there was no connecting door. The CM explained the difference btw adjoining and connecting, and then went to speak with a manager. CM returned, told her they were upgrading her since Standard Views don't have any connecting rooms (another CM told me later that this was inaccurate btw). They upgraded the family, explained the whole "request, not guarantee" thing, etc. Now, this was 4 adults and 2 children. They sought to make it right. Makes me yet more anxious to speak with someone when they call!!

Beth

 

[Mom Of 2 Girls]

Wow, just when you thought you'd planned a magical trip everything goes wrong. I'm sorry your ASMu trip went so horribly. I'm glad you had a nice time at WL and were able to feel a bit of the magic. Just wanted to say that my heart went out to you when I read your post.

 

[nwdisgal]

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

ITA. They guaranteed you connecting rooms and certainly in this case, they should have been doing everything, including a possible upgrade to another resort to make sure that your child had the access and support needed.

Good luck to you and my best to you in getting this resolved to your satisfaction.

 

[d-man's mom]

Any updates yet?

 

[taximomfor4]

absolutely nothing yet.....................................

They said someone would call in the next 2-3 weeks...its been 1 1/2, so should be somewhat soon I guess.

Thanks, all, for waiting with me!

Beth

 

[d-man's mom]

Is it Special Svcs that is calling you back? I'd follow up just to see where things are in the process- that way if nothing's been done at least they know you haven't forgotten about this (and that they shouldn't forget about you!).

Good luck!

 

[taximomfor4]

Is it Special Svcs that is calling you back? I'd follow up just to see where things are in the process- that way if nothing's been done at least they know you haven't forgotten about this (and that they shouldn't forget about you!).

Good luck!

You know, I really do not know! I should see if I can still dig up Special Services' phone number again. Better than waiting and waiting and WAITING! lol! Although I wonder if Special Services even has the authority to do anything for us.

Beth

 

[LAS]

I would call back and ask what the status is. I've found in other situations that if you don't keep calling them they tend to hope you forget. I always write down who and when I talked to last. They certainly owe you something and making you wait like this doesn't help your situation. I hope you get something soon.

 

[taximomfor4]

Someone called me back last night (yes, I wrote her name down, THANKS for the advice -- I am keeping records!) She tried to tell me that we WERE given what we requested...2 rooms with connecting doors in quiet area in case dd had a "spell." Well, apparently there was no record of our ORIGINAL rooms, lol. I had to explain all over again. Which is ok, as long as she understands now! The only rooms she showed were the rooms we got last. THe ones with connecting door, ON the main courtyard, with 3 marching bands and no security when called, lol. Not Quiet (until 1:45am, that is). Wet carpets. She asked if I had spoken to a manager while there, as that is when this should have been addressed. I was sort of peeved at that question, as she asked it rather condescendingly. I told her about trying to get the rooms fixed in the first place, sitting on the phone waiting for an answer for 1/2 hour before packing kids up and walking back to lobby and standing in line for OVER half-hour. I told her, I talked to a mgr the 2nd day, who I don' t necessarily believe was truly the mgr (would NOT say his name so I could understand him, wouldn't spell it). I did, that eve, run into a restaurant mgr who was SUPER nice. She gave me her card, told me that even tho this is not her domain, she would do all she could to keep anything ELSE from going wrong on our stay, etc. THere was nothing she could do for us about the room issues of course, but she was sweet to offer. Nothing else ever came up, tho. I gave the caller HER name.

The caller tried to give me the spiel that connecting rooms are NOT guaranteed, etc. I am getting WAY sick of that point. My ressie for my SPECIAL NEEDS DAUGHTER and family said "Guaranteed Connecting Rooms for Families." The Special Svcs Dept (I confirmed this on phone with the caller) blocked off the "appropriate rooms" for us 2 months ago. I don't know if someone forced a change in the special svcs room assignment (difficult to do, if even possible...CRO couldn't even take my cc payments once the rooms were blocked off) or the Spec Svcs person made a mistake and THOUGHT those rooms had connecting door. Or perhaps the room-map she used is faulty. DOn't know, don't really care. Just want resolution.

This caller finally saw my point (I think) and got much kinder. She saw in the ressie that our connecting door WAS stated as guaranteed (tried to tell me it dioesn't matter what it says, it still is not guaranteed). I told her all THREE people I double checked with, who looked at our room assignments, CONFIRMED connecting door for me. Any one of those people could have CHECKED and the mistake prevented before it got so out of hand. Then, I would have ended up in rooms appropriate for occupation. Our rooms were available because they were out of inventory due to the wet carpeting. They should have stayed that way.

She wanted to know why we took those rooms. I told her that with 3 of my 4 children asleep in the lobby at 9:30pm, after being up since arriving at 3:30am in WDW, after 20 hours of driving, I was tempted to just pack the kids up and start toward home, and hopefully find a hotel along the way with rooms. Even DTD was boooked solid. It was EASTER! I had NOPLACE to go. For me alone, no biggie. I'll doze in the van in the parking lot. But my little kids!!!

She finally ended the conversation by saying "Now that I have additional info (all this info WAS in my email that she read back to me, lol), I really need to talk to an Exec about this ."(whoever that is, and whatever that means). I repeated what I said in the email, my desire for compensation. She told me that there are certain protocols, and guidelines that are clear cut that they follow in these complaints. That I should have dealt with this with the GM of ASMu while still there. But she IS talking to someone else about this, so maybe there is hope yet? I REALLY wanted to get back for one more trip, which is why I bought the AP for this trip. DH is jsut as determined to NOT give WDW any more of our time or $. I NEED them to make a goodwill gesture. I tried soooooo hard to get this all to fit our needs, so my spec needs dd would have an easier time of it. I double and triple checked details, I even tried to get spec svcs to TELL me which rooms she had blocked off, so I could call the hotel directly and check that they were correct for our listed needs. They could not tell me, so I could only call and ask that they check our (very short) special needs list against my room assignment. They apparently only read the ressie, and never checked that those rooms were in fact appropriate.ARRGGH. I did this, btw, 4x BEFORE cancelling my DTD SUITE.

She is going to call me back after "additional investigation." She did tell me that WDW CRO doesn't record their calls. I was sure they would, I have worked in many call centers and they all taped every call. Didn't listen to them all, but DID tape them all.

I don't know if this "additional investigation" is going to help me out or not. I think this whole situation is, however, getting me MORE frustrated. I just want this done. And WDW should not get off easy for it.

Thanks, all, for your interest! Makes me feel not so alone, and keeps me strong. (I am generally quite a pushover but was not willing to be, this time, before OR since the mistakes were made).

Keep advice coming!
Beth

 

[agnes!]

Hi Beth, So sorry this happened to you. I was wondering what happened to you. I asked at the desk what room you were in and was told you had moved. We arrived at 2:30 in the morning also on the 25th but that was due to travel problems. The flight to Orlando and back was a nightmare. Nightmare isn't even an accurate description. We were lucky and things went smoothly for us once we finally made it to All Star Music. Sure wish we could of met up like planned.
The one big lesson I learned was NEVER NEVER fly with US Air, and under any circumstances NEVER EVER fly unless it is a non stop. We were treated like total dirt at the Washington (Reagan) airport. There was a young woman at security who was itching to start a fight, argument something. She tried with me and failed, but when she got to my oldest daughter she got what she wanted. We discovered at the Chicago airport that a sewed in buckle on my daughter's jeans set off the alarm. My daughter before she went through mentioned it to the girl. Sure enough the alarm went off. The girl yells at my daughter to move over to the side and my daughter did as she was told. The girl then starts screaming, "Supervisor! Supervisor!" Seconds later 2 people came swooping down on my daughter. They terrified her and she started crying. The girl said that my daughter shoved her and that was a total lie cause she never came near her let alone touched her. They took my daughters ticket, was patting her down, asking her tons of questions and frightened her so badly. I tried to stay near her and was rudely told that if I didn't get lost they would frisk me too. I told them to do what they have to do cause I am not getting lost. I stood as close by as I could so I wouldn't cause anymore problems. By two other passengers who witnessed the whole thing put their 2 cents and one made the matter worse. She yelled out those 3 are only doing this because they are black and we are white. I wanted to to crawl underneath the floor. To make a very long nightmare short we finally did make it through, and they gave us back my daughter's ticket. I want to believe the girl's problem was that she was resentful for having to work Easter weekend, but we will never know her true reason for starting all this mess. I emailed a complaint to the airport but no doubt I will be ignored. Thank you all for listening. Just needed to vent.

I am sure that what you have described is the truth. But just wanted to add that my DH takes flights out of Reagan National & Dulles on a weekly basis(sometimes he flies home & back out twice within a week!) & has personally never had problem with the TSA security agents. Our DD & I have flown out of Reagan National(and Washington Dulles) as well on many occasions since September 11th & have not experienced problems either. I am sorry that you had such an awful time of it - I would have 'scorched the Earth' if what happened to you all had happened to our DD (& us)! Yikes - hope this 'security agent from H*ll' gets re-assigned or a completely different job..otherwise chances are my DH will get her!
Glad to hear that when you got to ASMu that things went better.

agnes!

 

[taximomfor4]

Lucretia just called me back (handles issues for Eisner and the execs. ) She told me there IS Nobody else for me to apply to.

Final judgment on our 6 nights at ASMU ($1200 for our 2 rms)...I get a credit in 6-8 weeks of $123.17. DH IS GONNA BE WAAAAAYYYYYY TICKED OFF!
It's not ONE night back!! She says she has no proof I ever spoke with a gen mgr at ASMu, where this should have been resolved. ETc. ETc. ETc. She says that the 50%credit for the first night's stay is more than she SHOULD give me, it is more than the "guidelines" say to offer. She used her own judgment to push through for the 50%, which is better than the 20% the guidelines said to give us.

Only perk is, next time I make a reservation to come back, call her personally and get this "Reservation Assistance" which is apparently rarely offered. It supposedly means that they will double-check my ressies personally and make sure it is all done right. Probably will take me right out of the lottery for surprise upgrades, though, lol.

OH........and she reiterated that connecting rooms are NOT guaranteed. I tried to pin her down...said that my first ressie said Connecting Rooms Request. But after going through spec svcs, it said "Guaranteed Connecting Rooms for Families." I asked, hypothetically, if I take the next trip without dh -- just me and 4 small kids (he might be mad at the $123.17 and NOT come, lol) will several of my kids maybe get their own non-connecting room? She would NOT give a definite. She said ""Everyone wants connecting rooms." So maybe I will have to pay for 2 rooms, and squeeze us all illegally into one so none of my kids are sleeping in a separate hotel room illegally? she promised that they "try no take each situation individually. They would list the reservation as Guaranteed Connecting Rooms for Families, and TRY to make sure it happens."

WHAT?!!!!!!!!?????

Oh, and she tried to give me the BS that our ressie didn't even mention needing connecting rooms. YES IT DID. I told her, I already called and had the ressie taken out of archive by Spec Svcs. It said it, in NO uncertain terms. No compensation for being put in a room that was out of inventory for a reason (wet carpets) since "At least they had somewhere to put you, you were very lucky since the hotels were filled to capacity." Yeah, EXCEPT the rooms that were in no condition to rent out!

Anyway, I feel somewhat ill since I am a non-confrontational person. We stayed very friendly, stuck to the facts but she was completely firm. Wonder what kind of horrors someone has to go through to get a WHOLE night's cost back!

BEth

 

[princess-rn]

I'm so sorry to hear of eveything that has happened with you and your family. God Bless you for remaining sweet to these people even when they were not being to kind to you. Please promise that you will NEVER even ATTEMPT to stay in any all stars resort again. I just can't believe the way you were treated!!!!

 

[taximomfor4]

I'm so sorry to hear of eveything that has happened with you and your family. God Bless you for remaining sweet to these people even when they were not being to kind to you. Please promise that you will NEVER even ATTEMPT to stay in any all stars resort again. I just can't believe the way you were treated!!!!

lol....yep, our All Stars days are over. Which kinda stinks, because with 6 of us we need 2 rooms. I am even hesitant to stay Moderate at this point.

Thanks for the nice comment... I am sooooo glad it is over, even though I will be mad later that I wasn't even more insistant. Just had the feeling I was going against a brick wall. She wasn't gonna bargain. My 50% of one night refund had apparently already been initiated. She was very quick to apologize about each thing, sort of sounded like lip service but apologies are nice. And she does this all the time? WHAT a thankless job.

Anyway, thanks again!
Beth