Christine
DIS Legend
- Joined
- Aug 31, 1999
- Messages
- 32,552
I am having a bit of an issue with my accommodations. I am hoping to resolve it in the next day or two with a CM on the phone, but I want to send a complaint of sorts to WDW. I've read here on the DIS of, I think, people contact Guest Services. All I am seeing is the Contact Us section in the Help area for if you have a question. Is there somewhere else I should be sending my issue to?
In a nutshell (although I don't think I can make it short), I booked 6 rooms at the GF back in June. This is an extended family trip and it revolves around my aunt who has been diagnosed with ovarian cancer. She is still relatively well, so we all decided to do a big blowout trip with her, her sister, her children, grandchildren, great grandchilden. You get the drift. I don't like to predict someone's health, but it will very likely be the last trip like this she can do. Ideally, we wanted to stay at the Contemporary, they were booked, so we are going to be at the GF. When my cousin and I both called together to book the rooms, we were VERY clear with the CM regarding the nature of the trip and that my aunt had some health issues and would need a handicapped room located close enough to her daughter. The whole reservation process for six rooms took a long time and during that call, the CM actually put us on hold for about 10 minutes so he could call over to the GF and talk to the room scheduler to see what the possibilities were for getting us together. He came back on the call, said he had put in a "medical need" so that this could be done, told me she had a handicapped room, and that were were verified to have 6 rooms in the general area of the hallway, same floor, etc.
As time went on and the trip is getting closer, I've realized now that there has never been a note made of the need for a handicapped room. My mother, who at least has time time during the day, spent over an hour on the phone with two different CMs yesterday, only to find out that there have been ZERO notes made in our reservations about the medical issue, my aunt has no handicapped room, and there are no more available. I think the whole place is sold out. The only note made has been that we'd like 6 rooms together (which I actually don't overly care about but if it works, what the heck). A very nice CM advised my mother to call back on Thursday because, at that point, the 30-day-out package people may have dropped their rooms. She also put in a priority request for my aunt to have a handicapped room should one come available but said there was no guarantee of that.
I'm just sort of stunned. We were very clear with the CM when we booked what was needed and he went out of his way to work it out and tell me of all the notes he made. I honestly don't know how my aunt will shower as I don't think she can step over the top and into the shower. She also needs a shower chair.
I'm not sure what I expect them to do but I feel like I should complain to someone. Maybe something can be done. The CMs can only do so much but I'm very disappointed at this slip up. I know, in part, I'm responsible for not reviewing her room reservation, but I felt so assured that it was handled.
So, any advice or how I should handle this?
In a nutshell (although I don't think I can make it short), I booked 6 rooms at the GF back in June. This is an extended family trip and it revolves around my aunt who has been diagnosed with ovarian cancer. She is still relatively well, so we all decided to do a big blowout trip with her, her sister, her children, grandchildren, great grandchilden. You get the drift. I don't like to predict someone's health, but it will very likely be the last trip like this she can do. Ideally, we wanted to stay at the Contemporary, they were booked, so we are going to be at the GF. When my cousin and I both called together to book the rooms, we were VERY clear with the CM regarding the nature of the trip and that my aunt had some health issues and would need a handicapped room located close enough to her daughter. The whole reservation process for six rooms took a long time and during that call, the CM actually put us on hold for about 10 minutes so he could call over to the GF and talk to the room scheduler to see what the possibilities were for getting us together. He came back on the call, said he had put in a "medical need" so that this could be done, told me she had a handicapped room, and that were were verified to have 6 rooms in the general area of the hallway, same floor, etc.
As time went on and the trip is getting closer, I've realized now that there has never been a note made of the need for a handicapped room. My mother, who at least has time time during the day, spent over an hour on the phone with two different CMs yesterday, only to find out that there have been ZERO notes made in our reservations about the medical issue, my aunt has no handicapped room, and there are no more available. I think the whole place is sold out. The only note made has been that we'd like 6 rooms together (which I actually don't overly care about but if it works, what the heck). A very nice CM advised my mother to call back on Thursday because, at that point, the 30-day-out package people may have dropped their rooms. She also put in a priority request for my aunt to have a handicapped room should one come available but said there was no guarantee of that.
I'm just sort of stunned. We were very clear with the CM when we booked what was needed and he went out of his way to work it out and tell me of all the notes he made. I honestly don't know how my aunt will shower as I don't think she can step over the top and into the shower. She also needs a shower chair.
I'm not sure what I expect them to do but I feel like I should complain to someone. Maybe something can be done. The CMs can only do so much but I'm very disappointed at this slip up. I know, in part, I'm responsible for not reviewing her room reservation, but I felt so assured that it was handled.
So, any advice or how I should handle this?
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