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

[taximomfor4]

I have not read this yet, but my story from this thread appears in the NY Times Travel section today 7/30.

http://travel2.nytimes.com/2005/07/31/travel/31disney.html?n=Top%2FFeatures%2FTravel%2FDestinations%2FUnited+States%2FFlorida%2FOrlando+and+Disney+World

Beth

 

[JennyDrake]

Dear Beth,

I am so sorry to hear what you just went through. I've stayed at value resorts 5 times and this last time (7/29) was teh first bad expereince I've had a check in and it was also ASMu. While my expereince was NOTHING on the scale of yours, it was still disappointing and just a very confused, inept atmosphere at the front desk.

Check in was laborious and confused. There were 10-12 CMs behind the desk (I counted) yet only 3 were checking people in at any time. The rest were watching as if perhaps they were in training. Despite a short line, it was 20 minutes to reach the front desk. That’s when the fun began. Disney didn’t have a reservation for me. Of course my confirmation number was at home and of course hubby wasn’t there to get the phone. I figured out what the problem was, although the CMs would never admit it; I made my reservation just days before the “new and improved” requirement for a night’s stay as a nonrefundable deposit. The CM kept saying I didn’t make a deposit, which I did, but not until 2 weeks prior to the trip. Despite her pin saying that she was a trainer, she really had no idea how to handle this. She was nice enough, just very, very confused. She got her supervisor, who never left his desk that stands a bit off from the main counter. To make matters worse, I asked/insisted (politely) upon the AP discount. She kept saying the rooms were “subject to availability” so I asked if none were available at Music, would she please check the other value resorts, and then the moderates, if necessary. It was clear she had NO idea how to accomplish this.

FINALLY, after 40 minutes, I had my room at the AS Music with the AP rate and it was even in Jazz what I wanted, but dared not request at this point!

So it all DID work out for me, but I was still frustrated at the apparent ineptitude at the front desk.

 

[thptrek]

The NY Times article was discussing if Disney has lost their quality. Besides Taximom's whole ordeal it discusses how WDW is not keeping up maintenance, how it has cut back on CMs, etc. The article mentions DISboards!! Maybe someone from Disney will read it and take action.

 

[joannelee217]

I've been following taxi moms story too
and what amazes me is the lack of personal contact Disney Displays.

I too, am hoping Sundays article is a disney wake up call,
On my July Trip
the staffs apparent lack of caring
lack of compassion
and The CM 's did not seem to be happy with their jobs at all.
This Was More than Visable, on more than one occasion.

My problems
were many.
too many to rehash, but when I left it was not with a feeling of
leaving the happiest celebration on earth.

 

[taximomfor4]

Quick update...we have been calling that LUCRETIA, as she instructed me to do a couple of weeks before our next trip so she could give us our contact person at each resort for Reservation Assistance, to prevent recurrence of problems like before. Well, her voice mail said she is out of the office till 7/26 but no call back and now it tis 8/1. Called the other number mentioned in her voice mail, and that person doesn't know what we are talking about. So we called our resort's corporate number and the people there insist there is no such thing.

Gotta LOVE the customer service around there! You know, my kids love it in the parks. I just don't know if I will, in the future, feed my money into the resorts anymore. I have no qualms staying in a hotel that makes me feel somewhat valued!!

Thanks for all the support, all! I hope Disney notices the NY TImes article and re-establishes good morale among CMs. That might make a big difference! If THEY feel valued, they might transfer some of that good feeling onto us, the guests.

Beth

 

[Maleficent2]

Beth-

I feel your pain..our family are diehard Disney fans but it seems CS has gone to the dogs. We do not have a special needs child but did on own last visit to WDW have my DSIL who is special needs and were promised things that did not transpire. My family-in-law is from the UK and they arrived at their resort a week before we arrived so by the time I got there things were worked out for them. After much haggling with CMs I might add. Their problem was very similar to yours they needed connecting rooms and first floor because of her condition but were not given them in fact they were not even on the same floor. This was a moderate. They were told the resort Port Orleans Riverside was totally booked and they would have to stay where they were. But DFIL called POFQ and talked with the GM and he found them rooms there(which by the way is where they wanted to be in the first place, but I was told the resort was closed when I made the ressies)corner rooms first floor connecting.

And this is not the first time we have had problems with WDW resorts. But we always stay onsite. Over the years I have posted these problems and been chastised for those reports so I usually do not bother doing so anylonger. With 30+ trips to WDW not all have been with problems but over the years I have noticed that CS has gone down hill. Once when staying at Dixie LAndings so that tells you it has been awhile back. We had paid for a King room. When we checked in the CM said they had given us a free upgrade, I was overjoyed in all the years of going to WDW we had never received a upgrade never! We get to our room and it was 2 double beds! So I called the front desk who could not figure out why I was so upset, we afterall had a view of water....DUH why would I want 2 double when I paid for a King and where was that upgrade????? I had to argue and I do mean argue for 2 hours to get our Nonsmoking KIng Room we had paid for not requested.

I truly hope your visit in a few days goes without hitch...especially since your DH is so disheartened.

a little PD and good wishes!

Mal

 

[foofanella]

I have 2 recommendations for you. I work in Public Relations, and I can tell you, nothing gets the attention of executives more than bad press. I think you should look online for articles about bad handling of disabilities cases and write to the journalists. You should tell your story to the editors of your local paper and the nearest large market (cleveland, cincinnati). Write to the travel editor, see if they have a traveling with disabilities column.

Also, so far as hiring an attorney...if you happen to know one well enough to call in a favor, I would ask them to write a letter for you, restating your initial desire for a 50% refund on your visit (and I hope this one is going better for you!) and why. They will take it out of layman's terms and put it into legal terms - which "laws" they violated. My DH does things like this all the time for people.

Also, please make sure that you copy all of disney execs on your letters to the editors and include a clipping of the NYTimes article. It sends the message "more bad PR to come". All they need is a wire service picking up the story and they will have a huge PR nightmare.

I've worked for many of the major hotel chains (club Med, Four Seasons) and we all know that Disney is the toughest, least friendly in terms of compensation of any major player out there. 4 Seasons would have upgraded you to a suite and comped it to ensure that only good press came out of the experience.

Good Luck to you. You can PM me if you want me to look at any of your stuff before you send it out.

 

[taximomfor4]

Quick update on our make-up trip. I will post trip reports soon, just wanted to let some of you know quickly!

AS Sports was pretty hum-drum but absolutely nothing went wrong (room was kind of dirty but that seems to be the norm...plus toenail clippers, ewww, on the floor between the beds). BUT.....................

upon checkin they told us we had a package awaiting. We assumed (silly us) that the hotel had left us a little surprise to start our stay off with a bang. NOPE...a DISBOARD member had left us a package! CherylP3 signed the package a lurker on the boards. That was, quite honestly, the very sweetest thing a stranger has ever done for us. And it COMPLETELY made our stay at the All Star Sports resort!

THEN....we went to WL. There, the manager told me she put me in the Woodsview room I had back in April. We could see fireworks from the bed. And had a connecting door too! NO PROBLEMS! We went up to our room, and there was a signed picture for Lia's birthday and balloons. She was thrilled. After returning that evening from the parks, our beds had been turned down (didn't know that was going to happen!) and a giant fruit basket and welcome card had been left.

Every day, our mousekeeper Pam left us different towel animals. And my dd7 wrote notes back and forth with her. The second night, turndown service again. Third none. We called and requested it since the kids really loved it. They told us it was supposed to occur daily in our rooms, and apologized. 4th and last night, turndown again. Towel creations every day, and I left nearly all our tip money we had brought to our mousekeeper, more and more every day, lol.

Now DME was almost disastrous. The WL DME guys would not let us on the DME bus, saying it was the 3:35 bus NOT our scheduled 4:05 bus. So we sat another 45 minutes until dh called DME. They told us we had missed our bus. Then we had to argue with WL about how we would get to the airport (they wanted us to squeeze onto the next DME bus, which would get us to the airport about 40 minutes before our flight...cutting it close since our bags still needed checked. We had been flagged by the airline for NO remote checkin...had to check our bags personally at the airport itself. BUMMER!) Anyway, WL finally told us we could squeeze onto that bus and cross our fingers, or buy ourselves a taxi and apply later for reimbursement. NOPE! We asked for another manager, got one. She tried to call DME but was put on hold too long. She finally called us a cab, and gave us the $60 to pay for it.

Then dd7 had forgotten her blankie (her comfort object). We called last night, nd they called back today to tell us that it and a swimsuit they found are in the mail.

YAY!
DH LOVED WL! DH Will not stay value agian. He WILL however go to WDW again in a couple years he said, if we can stay at WL again.

Beth

 

[MazdaUK]

Just shows you get what you pay for.... but as even the AS hotels are not cheap its a shame they can't live up to the brand. It really doesn't cost any extra for good service, its just recruiting the right people!

 

[Flametamr]

Wow Beth I feel your pain. So glad your make up visit went better. I too have a handicapped DD. We had an issue with room placement at POR last year. It totally ruined our stay there. For our next trip we were given a special number and told like you that things will be handled correctly by people trained to deal with our situation. I kind of doubt that now after reading your story updates. But I'm going back to POFQ which I loved so I hope it will be okay.

 

[taximomfor4]

Wow Beth I feel your pain. So glad your maske up visit went better. I too have a handicapped DD. We had an issue with room placement at POR last year. It totally ruined our stay there. For our next trip we were given a special number and told like you that things will be handled correctly by people trained to deal with our situation. I kind of doubt that now after reading your story updates. But I'm going back to POFQ which I loved so I hope it will be okay.

Flametamr, we have figured out how to make our own arrangements. We now choose to book with hopes of a place to sleep. And a backup plan. Also, hugely due to advice I had received after the initial post on this thread, I have dealt with other hotel situations much better. We stay at all kinds of hotels pretty often, with that particular dd along. We've never encountered a problem like this one again, but going to WDW, our expectations were sooooo high that the disappointment became sooooo keen. And the rooms issue we had was so unworkable!

Now we know, never EVER count on having connecting rooms. If dh won't be there the entire trip, we don't book 2 connecting rooms.

I have, since that ASMu stay, gone back to WDW several times. We assume our room location will be the worst one (so POFQ is great to book -- nothing is far). But when budget doesn't allow POFQ, we drive down so we have a vehicle. Then room location doesn't matter so much.

So just make sure you have backup plans!! And don't expect magic out of that phone number. Do expect a reasonable room, but they still can't guarantee anything for real!

Beth

 

[Flametamr]

Hey Beth, Thanks for the advice. I actually do have a back up plan. I'm bringing my own room. I bought a camper and were taking it and doing a split stay this time. If all else fails I'll pull out and go to a campground until its resolved. The only reason I kept the POFQ portion is because we are doing the free DDP bounce back for the first 6 days. Then were trying out the Fort for the last 3.

 

[taximomfor4]

Hey Beth, Thanks for the advice. I actually do have a back up plan. I'm bringing my own room. I bought a camper and were taking it and doing a split stay this time. If all else fails I'll pull out and go to a campground until its resolved. The only reason I kept the POFQ portion is because we are doing the free DDP bounce back for the first 6 days. Then were trying out the Fort for the last 3.

That's what we should do, too. I hope you have a wonderful time! We really enjoyed POFQ -- just can't afford 2 rooms there, on a budget trip.

VBeth