Can I Vent, problem with our room at CBR! UPDATE 09/03/08 pg 9

[marimario]

We made our res. thru DU and they been great so far.

Let me start from the begining. We decided to celebrate our ds 5th birthday in wdw and made our adr a year ago and was paid of a month ago.

My husband is a diabetic and since April he started having complications. He is having problem walking and now his vision is getting bad, we think he lost vision from his left eye, they will tell him on monday. Therefore, we decided to change our room type to a prefered so if he wants something to eat or drink he don't have to walk too far. By then our agent had a family situation and another agent was taking care of me at the meantime. Well I told her about the room and also to add the insurance, since we live in PR and our trip is in Sep we didn't want to take a chance. She said that she was able to find a prefered room for us and she was also able to added the insurance. I was so happy as well as my dh

Well last night I was reviewing our res. I notice that our room type was not change and the insurance was not added. I email our first agent and she said she did not know anything about it. I send her copy of our email from the other agent where she state she took care of it since April. She was able to include the isnurance but she will call today and see if there a prefered room available. WHAT!!!! It's August and our trip is for Sep!!!! My dh fo not know yet, I don't want him to get upset He is thinking every is taking care of since April. I just wait for my agent email and then I have to tell him

Now, I just have to sit and wait for her to call WDW and let me know:

Thanks for let me vent

UPDATE 08/07/08

DU finally found a room for us, is not a preferred room but is located in Martinique 22 and he send one of his agent to check and be sure of the location. This is what she have to said:
“I am back from CBR. Martinique 22 was less than a 5 min walk for me. I walked slow and it was 4 1/2 mins. Building 22 is right next to the preferred buildings so it almost like a preferred location. It took maybe another 30 seconds to get to Building 22. From the middle of bldg. 22 to the bus stop was about 2 mins.

He wanted to be sure the room is acceptable otherwise he will continue working with our agent to see if a preferred room becomes available.

But I told him we are more than happy with the room location, he also offered a scooter for dh but with his vision problem we had to decline.

I know they did all they could to solve the problem and I fill confident using DU again on our future WDW vacation.

Thank you for reading my post and giving me all the ideas and imput on this matter, is nice to know there are people out there that still care. That is the WDW magic.

 

[Aliceacc]

DU NEEDS to make this right for you.

If your agent can't help, you need to go up the ladder to someone who can. Even if it means they pay to get you an upgrade that would put you into a good location, they need to make this right.

 

[marimario]

DU NEEDS to make this right for you.

If your agent can't help, you need to go up the ladder to someone who can. Even if it means they pay to get you an upgrade that would put you into a good location, they need to make this right.

I'm wating for her to email me first.

When she had her family situation, she took a few week off and I email John. I told him that I need somebody take care of us until she come back. He put me in contac with the other agent, the one she said she took care of everything. If she can't do anything then I will email John again.

 

[Aliceacc]

Before you do that, take a look at a resort map. Give him a list of which buildings would be acceptable, and which ends of those buildings. Give him something specific to go on.

You have a few weeks yet, so you can afford to be gracious, but they need to make this right, with no further charge to you above the price of the preferred room.

If they can't get you what you want at CBR, would you be willing to switch to a preferred room at another mod? Or could they pick up the price of meals, enabling you to upgrade to a good location at a Deluxe and still stay in budget?? Maybe those ideas are worth looking into as well, just so you can present DU with a variety of ways to accomodate your needs.

Good luck, both with the trip and your husband's health.

 

[Schmeck]

There are refrigerators in the room - all you really have to do is plan ahead and have some snacks in the room for your husband. That would also help for those times when the food court is closed. The rooms by the food court can be very busy and loud, btw...

If you don't end up getting a preferred room through your travel agent, there's still a chance that you can get one at check-in.

 

[plutolovr]

Just an FYI with your insurance. If your insurance was not purchased within 15 days (varies with some companies) of your deposit date, pre-exiting conditions will not be covered. So if you have to cancel due to your husband's health, I'm not sure you will be covered since his condition is pre-existing.

 

[CleveRocks]

Before you do that, take a look at a resort map. Give him a list of which buildings would be acceptable, and which ends of those buildings. Give him something specific to go on.

If they can't get you what you want at CBR, would you be willing to switch to a preferred room at another mod?

Unfortunately, CBR is the only Moderate with preferred location as a room category. In the other 3 Mods, there is no way to RESERVE a room close to the food court or bus stops or the like.

As far as telling the TA what buildings will be acceptable ... his hands are tied by Disney. He can reserve preferred location, but NOBODY can reserve a specific building. The best he could do would be to put it in as a request. Even a Disney-specialist travel agency doesn't have the power to guarantee a specific building.

I just want to make sure the OP doesn't ask for something that can't be promised.

 

[TinkrBeth]

What about calling the "special needs" people? I have read about that service on here, although I have no idea how to get in contact with them or what "they" are really called- but I know that Disney can work with people who have medical disabilities to insure their needs are met. Anyone have the number or know what I am talking about?

 

[Belle1962]

As previously pointed out the rooms all have fridges so you can keep snacks on hand for DH.

Check out the maps carefully--sometimes the "preferred room" can actually be a longer walk if you are put in the furthest location back or othe backside of a building. A nonpreferred room--close to a walkway could end up being closer.

No one can guarantee a specific location (preferred/nonpreferred) without either a. paying for it (i.e. paying for the preferred room location) or b. for medical reasons worked out through Disney in advance. Your DU agent should be able to work with Disney on medical requests. Your best bet would be to fax the resort ahead of time with your request or call them now and see if you can add that request to your reservation.

Also--if your DH has a lot of trouble of walking, have you considered how he will get through the parks? There is tons of walking involved in the parks (and just getting from the parking lot to the gates sometimes)--much more than at a resort.

As far as insurance because you live in PR and it is Sept.--did you just move there? This wasn't an issue when you first booked a year ago?

 

[marimario]

This is what she said:

"The insurance has been added. The CM said she couldn't change the room because of the special needs request and when I questioned her on that she said it was a special needs request and I told her you needed to be close to the food court and she said you would be!"

This is not a warranty. I'm not happy with this situation

I email John, I think he is a DU supervisor and the one who refered the other egent to us to help us with the room and insurance. I also send him copies of the emails, I save all of them.

I know there is refrigerator in the room, but that is not the point. The agent asured me that she took care of it since April. Also the insurance is if there is a weather situation, since we are in the huracane season.

Waiting again for the supevisor respond, I will post again with updates.

 

[chloelovesdisney]

I call both the Disney number and the resort itself and put in my requests and confirm them. Not sure you can do this if you book through a travel agent. They must have it noted that I'm a pest and it's best to put me where I want, lol, because there's never been an issue once checked in.

 

[CleveRocks]

I call both the Disney number and the resort itself and put in my requests and confirm them. Not sure you can do this if you book through a travel agent. They must have it noted that I'm a pest and it's best to put me where I want, lol, because there's never been an issue once checked in.

Just for others to have this information ... when you call the direct resort number, you are NOT connected to the resort. Your call is answered at a call center just like a callto 407-W-DISNEY is. The outgoing message may be different, but if you call CBR's number the phone does not ring at CBR.

The CMs are trained to be gatekeepers. They do not tell you they are not at the resort ... they just allow you to believe that you reached the resort, without actually lying to you. They are trained to let a call go to the resort ONLY if it's something they truly can't handle themselves. Anything to do with reservations and room requests is something they can handle and they will not put such a call through to the resort.

I'm just trying to save others the time and trouble of calling the main Disney number as well as "the resort," since both calls will go to the same place.

 

[Aliceacc]

Just for others to have this information ... when you call the direct resort number, you are NOT connected to the resort. Your call is answered at a call center just like a callto 407-W-DISNEY is. The outgoing message may be different, but if you call CBR's number the phone does not ring at CBR.

The CMs are trained to be gatekeepers. They do not tell you they are not at the resort ... they just allow you to believe that you reached the resort, without actually lying to you. They are trained to let a call go to the resort ONLY if it's something they truly can't handle themselves. Anything to do with reservations and room requests is something they can handle and they will not put such a call through to the resort.

I'm just trying to save others the time and trouble of calling the main Disney number as well as "the resort," since both calls will go to the same place.

I've read that a number of times before.

And thanks for the corrections on my advice... serves me right for trying to think so early in the morning

But I still think the problem is up to DU to fix. The OP made a reasonable request 5 months before her arrival at Disney, and DU told her it was taken care of. Any company knows that its reputation is its most valuable commodity.

DU has to find a way to make this right, beyond what they've done so far.

 

[marimario]

Here is what he have to said and quote:

"Please accept my apologies for any confusion over your current reservation and room location.

I will look into this and get back to you as soon as I have some answers. I have a feeling that in order to get the ‘correct’ answer from Disney I will have to call our Disney Travel Agency Representative about this to find out what’s going on; unfortunately that department is not open on the weekends. I appreciate your patience while I work on this and hope you understand that it may take me until early next week to get some answers.

I’m confident we will get this worked out so that you will be in the room location you need and you will have a magical Disney vacation."

So, now I have to sit tight and wait until next week. Hope everything is solve.
Thank you all for your responce and I will keep it posted

 

[CleveRocks]

Thank you all for your responce and I will keep it posted

It sounds like you got a response that you deserve. And yes, PLEASE do keep us posted about what happens when he contacts you again next week!

 

[simonkodousek]

Hi,

I don't mean to be rude, but I think you are overreacting just a bit. I completely understand your husband's condition and agree with you 100% about getting a room within close walking distance to the main building and food court. As a previous poster mentioned, wouldn't the insurance and room location have been of importantce when you booked your vacation? I guarentee you that John and your agent(s) at DU are doing everything they can to keep you satisfied, and to get you in a room in a suitable location.

~Simon

 

[justplaingoofy]

Sometimes I bring my mom along who has some health problems. This was just our experience... but everytime I have put in the request for a room close to food court/bus stop due to medical reasons for her & we have always been lucky enough to be granted. (and I didnt book preferred)

Good luck

 

[CleveRocks]

Hi,

I don't mean to be rude, but I think you are overreacting just a bit. I completely understand your husband's condition and agree with you 100% about getting a room within close walking distance to the main building and food court. As a previous poster mentioned, wouldn't the insurance and room location have been of importantce when you booked your vacation?

If you re-read her post, you'll see that she booked the trip about a year ago, but that her husband started experiencing these physical complications 3 or 4 months ago. When she booked the trip, there was no medical need for a room location that minimized walking.

 

[marimario]

I don't think I'm overreacting. I just think that when you made a request and they tell you they took care of it five month ago, your are thinking everything is ok. But at the last minute you realise they did not you get very disapointed.
I never been in CBR, I just know what i read here in this thread. I also know some people do not like it because is too spread out and they have to do a lot of walking to get to the food court. But even do I pointed out to DH he still wanted to stay there, he just love the way it look on the WDW CD and he said to ask for a preferred room. And about my dh health everyday is become a challenge for us, we do not know how is going to be tomorrow. I just wanted him to be constable(sp) an me with out worries.

 

[Aliceacc]

I don't think I'm overreacting. I just think that when you made a request and they tell you they took care of it five month ago, your are thinking everything is ok. But at the last minute you realise they did not you get very disapointed.
I never been in CBR, I just know what i read here in this thread. I also know some people do not like it because is too spread out and they have to do a lot of walking to get to the food court. But even do I pointed out to DH he still wanted to stay there, he just love the way it look on the WDW CD and he said to ask for a preferred room. And about my dh health everyday is become a challenge for us, we do not know how is going to be tomorrow. I just wanted him to be constable(sp) an me with out worries.

Just FYI, the resort that I keep reading as spread out is Coronado Springs, not Carribean Beach. Or are they both that way?