Building requests

[maxiesmom]

Maybe I'm wrong here, but I thought if you booked a prefered room you were guaranteed a prefered room. We just got back from ASMu and this was not the case. When we arrived they told us all the rooms in the prefered building were already taken, even though that is what we had reserved. We ended up 3 buildings back from the main house. Now normally this would not have upset me so much, if not for the fact that my mother was along for the trip. She has had some minor surgery recently, as well as having a knee that has been worked on and needs to be replaced. We were not planning on running any marathons in the park, and she certainly didn't need to do any extra walking! Should I have asked to speak to a manager? Is there a number I can call to express my frustration? Thanks for listening!

 

[ducklite]

When you booked the preferred room, did you simply request it, or pay extra for it?

If it was a request, then I don't see where you have a right to complain. Regretfully many guests have various physical/mobility issues and disabilities, and WDW simply can't be expected to take care of all of them without prior guaranteed arrangements being made.

If you paid extra for it, then they need to refund the extra money you paid, and do so immediately! They also owe you an apology, which should have been done during your stay, along with somehow other suitable accomodations being made for you.

Anne

 

[maxiesmom]

We did pay for the upgrade to the prefered room. They did take it off, but I don't understand why they would book more prefered rooms than what they had available. The cast member behind the counter was confused too. I won't go into all the details, but our check-in experience was not very nice! And no, I didn't yell at her. I work in the service industry too, so I make it a point to be nice to others who do too.

 

[ducklite]

Most likely what happened is that someone didn't check out when they were supposed to. It caused a ripple effect.

In the future, deal directly with the special services office. Get the number from CRO. Thye will make sure things get taken care of.

Hindsight, but I think I would have asked for a manager, and made them look for a preferred or closer room that met my needs at another resort, even if it meant getting an upgrade.

Out of curiosity, did they offer to move you when a preferred room became available, or offer you a handicapped room?

Anne

 

[maxiesmom]

I think the CM helping us was new. They had our deposit wrong too, and she had to page a manager to figure that out. When the manager left is when she showed me the room location. When I showed her that the reservation was for a prefered room she stated that there were none available and the best she could do was 3 buildings back. So were not even close to the main building! I hate that this has tainted my view of that resort, because I loved the whole feel of it. It was so beautiful at night! It didn't seem like a value resort in any other way.