I received a postcard after our stay at HH,VWL & BWV's. The survey was for HH only.
Wrong resort to select as a survey for us.
Check-in about 5:30 PM. Was assigned a handicapped studio room. Why didn't they inform us at check-in that this was a handicapped room? They knew, it is right next to the front desk. We refused the room. We had made our reservations well in advance. Knew there were other studios available at that time becaused I asked. Currently available were a smoking studio and 2 one bedroom non-smoking units. Asked if any studio reservations were made after ours for the same time frame. Yes, but they were staying longer than we were. "Didn't want to force the other guest to switch rooms after a couple of days." Wrong answer! Mentioned knowing that reservations were to be filled by date received and calling Jackie Lueders (Member Satisfaction) about this problem.
Well the survey gave me several areas to relate the experience. I wonder if they will contact me about the situation? It was resolved in our favor, upgraded to a one bedroom. I know this would not have happened if I hadn't asked the right questions, remained polite, talked about our previuos stays and stood firm. Did you know that once you check-in after 5:45, you can't change rooms - the information is forwarded to MS and they are locked in. Well that is what we were told. It wasn't until we return that we were sure we hadn't been charged for the second room, front desk wasn't sure of the outcome either.
DVC needs to change their policy on assigning handicap rooms. I am glad that they are available for those who need them. I pay for a standard room that includes a bathtub (injured knee - need to soak it after activities), a standard height bed and the standard items include in a standard room.
My reservations will now include non-smoking & not a handicap room.
Sandy B.
Sorry to rant. I hope this information helps someone.
