alohatok1986
Mouseketeer
- Joined
- Apr 14, 2022
- Messages
- 95
I've stayed on property hundreds of times over the last 35 years. My most recent stay at Beach Club was the first time I've ever felt compelled to email in a complaint. I am wondering if I'm being unreasonable and would love honest feedback. I booked a room for the weekend to decompress & escape after what was quite frankly a traumatic medical incident and hospital stay in our family. This felt indulgent, as we just had an excellent first stay in the tower at Poly (1 br) three weeks prior. It was last minute, I grabbed what was available with my remaining points which happened to be a 1 bedroom resort view at Beach Club.
The DVC website states it sleeps 5 plus an infant. I was not knee deep in research, I did not look up floor plans, I took the advertised capacity at face value & with just a days notice we were on our way. We arrived and saw there were 2 beds. We have 3 older children. The bed in the bedroom did seem large, may have been a king, but I would not expect my 3 children to share it. They would not be able to, someone would get pushed out. The murphy bed was the same size it is at all other resorts- perhaps a queen or full? Either way you shake it, 5 of us were not fitting in the 2 beds. The phones in our room did not work and there was no dvc concierge available so I headed over to the main lobby. The line was almost to the back door*, I waited 45 minutes to speak to someone who was unsympathetic & would not budge. The only thing they would offer was a blow up mattress. No room change. If we left there would be no points refund. I explained repeatedly that we had linked all guests (with their ages) in the system, that it is advertised as 5 + infant, but that it can only sleep 4. I called guest services to see if I could get a different response but they gave the same answer. The guest services rep on the phone said "that room is actually for 4 + an infant". I said well there are no infants present- as a matter of fact, no one here is shorter than 5 feet tall! There were no blankets in the pillow/blanket bag in the closet, so I had to call for blankets for both the murphy bed and air mattress. After all of this the air mattress would not stay inflated and my daughter woke up on the floor. I emailed my concerns 5 days ago and stated I would like a response beyond the typical acknowledgement receipt, but I have not heard back. Emotions attached to the intent of the trip aside, am I overreacting?
The DVC website states it sleeps 5 plus an infant. I was not knee deep in research, I did not look up floor plans, I took the advertised capacity at face value & with just a days notice we were on our way. We arrived and saw there were 2 beds. We have 3 older children. The bed in the bedroom did seem large, may have been a king, but I would not expect my 3 children to share it. They would not be able to, someone would get pushed out. The murphy bed was the same size it is at all other resorts- perhaps a queen or full? Either way you shake it, 5 of us were not fitting in the 2 beds. The phones in our room did not work and there was no dvc concierge available so I headed over to the main lobby. The line was almost to the back door*, I waited 45 minutes to speak to someone who was unsympathetic & would not budge. The only thing they would offer was a blow up mattress. No room change. If we left there would be no points refund. I explained repeatedly that we had linked all guests (with their ages) in the system, that it is advertised as 5 + infant, but that it can only sleep 4. I called guest services to see if I could get a different response but they gave the same answer. The guest services rep on the phone said "that room is actually for 4 + an infant". I said well there are no infants present- as a matter of fact, no one here is shorter than 5 feet tall! There were no blankets in the pillow/blanket bag in the closet, so I had to call for blankets for both the murphy bed and air mattress. After all of this the air mattress would not stay inflated and my daughter woke up on the floor. I emailed my concerns 5 days ago and stated I would like a response beyond the typical acknowledgement receipt, but I have not heard back. Emotions attached to the intent of the trip aside, am I overreacting?
