Check in screwed up

[RLHornbeck]

So we are on our yearly family vacation and on the way to Disney we decide to add a night to our stay. We call member services and they add the night but they tell us since we have already done online check-in we have to go to the front deck and have them link our reservations so we can stay in the same room. We check in at the front desk and ask if there is anything else we need to do since have added the night and don’t want any hiccups. They say everything is done, unless we want the credit card linked then we need to also do online check-in for the new reservation. Once at the room we immediately do the online check-in for the new reservation.


On the morning of the last day of the original reservation I call the front desk to confirm everything is set and we don’t need to do anything else. While on hold, mouse keeping stops by asking when we are going to be out of the room as they said we were to be checking out. At this point I start to get concerned. Once I get through to the “front desk” (which ended up just being generic member services) I was told no problem everything is in order. Great I thought, on to the parks.


Dinner has just ended at Artist Point (was excellent) and we are running a bit behind so we try the new Minnie Van’s, (a Lyft service and not direct Disney by the way) which works well. We have promised the 4 year old that we would go to the pool for our last night as she was great all day. Get to the room to change and my magic band does not let me in the room, try my wife’s, and the kid’s… nothing. Since we are at Congress Park we now must walk to the front desk to figure out what is going on and we can’t even drive since our car keys are in the room.


It is a long walk to the front desk with a 4 year old on my shoulders who does not understanding why we are not going to the pool. My wife goes up to the front desk, they “fix” our magic bands, and after she says how much this has screwed up our plans they offer us 20 bucks for the Minnie Van. They bring us via golf cart back to our room to confirm the door works and then VERY quickly depart.


I am feeling very let down by the “Disney customer service” While they talked politely they seemed to care less about how their screw up disturbed our plans, even after we made every effort to make sure everything was right. (Confirmation at front desk, online check in, called the day of) Just offering to refund the 20 dollars we spent to save 30 minutes which ended up costing us well over that due to their screw up does not seem to cut it. You try telling a 4 year old no after all day promising her she could go to the pool. The one thing she decided she really wanted to do. (She did end up with 15 minutes at the pool but was up WAY past her bed time, not looking forward to tomorrow and the drive home.) Am I being unreasonable to expect more from them for this screw up? I don’t expect “magic” and we try very hard to be good guests but this seems to be below par for basic customer service.

 

[KAT4DISNEY]

As the reservations were linked and not merged you had to go to the desk and check out and in again the morning of the change. Even so that process frequently has issues with the magic bands. Sorry this happened to you but it isn't completely uncommon for it to not work automatically the way the CM thinks (or maybe hopes) it will. As you realized later I believe, calling the front desk from the room does not actually get you the front desk at the resort. I've had issues with MB and room doors even for the initial stay. It is definitely annoying and didn't ever happen for me before MB's but it seems to just be a problem they either don't or can't solve.

Another thing can be to ask for key cards that morning for the "new" reservation which you would use instead of MB's. Some have reported that working for them.

That mousekeeping showed up thinking you were leaving really wasn't a sign of any issues though - you essentially had a new reservation and even if linked that sometimes gets missed by them.

One person could have gone to the desk of course - you didn't all have to go. Or you could have caught a park bus as they stop at the Springs before leaving. Also, if you find a house phone, although I don't know where they are in the SSR buildings, you could have called and they likely would have sent a runner.

One change of room I had to make 4 trips to/from the front desk before they figured out what was going wrong.

 

[Cyberc1978]

IMHO mistakes happen and will happen, agree it’s pretty annoying when it does.

I would just let it go, don’t let it ruin your overall impression of you family vacation.

I hope you have a great trip home.

 

[sndral]

Maybe I'm so used to Disney's tendency to have 'tech' issues that I've grown immune. When I'm switching resorts I usually take time during the day to verify that everything is correct, including being able to actually get in the room/villa and that the band still can be used to charge. My theory is if there's an issue discovering it early allows more time for it to get fixed. I expect I'd do the same for an add on day 'new' reservation and not leave it until returning late at night. Nice that they went w/ you in the golf cart to verify it worked - nothing worse than having to trek back to the lobby a second time because the first 'fix' didn't' work. I probably would have let the 4 yr. old splash in the pool in her street clothes with one parent while the other sorted out the issue.

 

[RossK]

Agreed - you should just let this go. Fundamentally it was just a "room key issue" which can happen at any hotel.

When we stayed club level at the Polynesian, on our arrival the magic band wouldn't open the door, so we had to go back to the lobby, they checked our bands and they were fine so asked to try again. Went back, still nothing. Turned out the battery in the door reader had failed. They needed to call someone, which we had to wait for with our luggage. Then once in the room, we found someones clothes in the draws... A little annoying? For sure, but we didn't let it bother us - in fact, we found it kind of funny. I think because we'd dealt with it good humour, and we didn't ask for anything, we had a voicemail on our phone at the end of the day apologising and they added a credit to our room bill. We really didn't care, we had forgotten about it by that point anyway. Why let a minor blip, which could happen at any hotel, spoil your vacation.

 

[disneynutz]

Disney doesn't do changes well. We don't make changes unless absolutely necessary and we expect the worse. As you found out front desk calls are answered by a call center who we have found out doesn't know much of anything.

Bill

 

[bumbershoot]

As you found out front desk calls are answered by a call center who we have found out doesn't know much of anything.

Yep.
Always go to the actual front desk. Calling doesn't help because you're not talking to the people at the resort. (Or in Orlando. Or even in the state. )

 

[Main Street Matilda]

I don't think you are being unreasonable for being upset. I get thrown off when things don't go as planned and it is even worse if it was avoidable. We had something similar happen during a split-stay and were offered additional fastpasses for our troubles. There is really only so much they can do to compensate for glitches, though. Now, I think it is a different story if there has been an outright mistake.

 

[RLHornbeck]

Well as of now I have left it as is, but I wonder how are we going to make Disney (DVC) do a better job without holding them accountable? Having stayed at other hotels and having had similar issues we found that in all cases more was done to remedy the issues with the customer. We spend a great deal of money on both the experience of going to Disney and the rooms we stay in only to be told "oh well". The only way to hold them accountable for the bad service or other issues is to effect there bottom line. They have proven through the website (which never works quite right) and many other items they just don't care to get them right. Many people on this forum say this is just the Disney way, but shouldn't the "Disney way" be better?

 

[_auroraborealis_]

The reality is this happens a lot with split stays, both at a single resort, and switching resort. This is not a DVC problem, and it's not really the fault of any of the CMs you worked with. It's an IT issue, because even linked reservations in the system are an IT kludge.

There is no real way to "hold DVC accountable." if they gave you stuff, that stuff would be coming out of dues. Are you going to stop traveling to Disney? Sell your contracts? DVC isn't a voting condo association.

Disney have proven again and again that they do not value operational IT.

 

[wishicouldgomoreofte]

The reality is this happens a lot with split stays, both at a single resort, and switching resort. This is not a DVC problem, and it's not really the fault of any of the CMs you worked with. It's an IT issue, because even linked reservations in the system are an IT kludge.

There is no real way to "hold DVC accountable." if they gave you stuff, that stuff would be coming out of dues. Are you going to stop traveling to Disney? Sell your contracts? DVC isn't a voting condo association.

Disney have proven again and again that they do not value operational IT.

Agree.

 

[disneynutz]

We grew up with the notion that Disney was different, a premium experience. DVC has taught us that they are not. Probably because through DVC we have visited Disney several times per year, many resorts and check-ins per year. This exposes us to a greater chance of fails which have happened. We report all issues to management and DVC, they act surprised but in reality, they hear it several times per day.The issues continue which causes me to believe that it's acceptable to Disney. In the scheme of things, even though we want to feel special and have a fail free vacation, we are just one of millions and millions who vacation at Disney each year.

Disney is still a wonderful vacation, maybe not as much as a few years ago but still wonderful. Expect the worse and hope for the best, learn how Disney works, use it to your advantage and be a smart consumer.

Bill

 

[alisonslp]

Just let it go. While they skewed up, they are not at fault in terms of "ruining" your daughter's experience or the fact that she stayed up way past bedtime (its vacation - who cares anyway?). As someone else mentioned, I would have taken my children to the pool and let my husband deal with the MBs. Let them swim in their underwear if they can't fully clothed (I am envisioning a princess dress here).

As far as compensation. I have a feeling that if you (your spouse) pushed, you would have gotten more. No way would my husband have walked away with just a $20 credit. That's just the type of negotiator he is. The CMs (really any customer service rep) are trained to go low and work up from there. I personally can't negotiate. I hate it. I always sent hubby to do it. He likely would have gotten at least a dinner comped (we don't do dining plan so there is always meal money to work with) or extra FP if we were going to the parks.

 

[Deb & Bill]

...Disney have proven again and again that they do not value operational IT.

There is a lot more they don't value as well. We'll leave it at that.

 

[Sandisw]

I am sorry that this happened to you and that when you checked in and mentioned you had two reservations, that the CM didn't give you the correct information about checking out and back in. We have had to do this a few times, and it was a seamless process, but I knew ahead of time that I needed to do it, and the CM confirmed it at check in from the first reservation. But, at least you know for the future, if this happens again, to go to the front desk that morning to make sure that things are set so that you can continue without issues later in the day. We have had times where are magic bands didn't work when we got to the room and had to trek back to the front desk with our luggage, so I know that had to not be fun with a little one. But, things happen, and I try to remember that. Unless things are done maliciously, I always give benefit of the doubt, especially at Disney, so I can go about the rest of my vacation, without letting it upset me. Easier said that done, I know!! Hope you enjoyed the last day there!!!!

 

[minniqt7]

I think you were compensated more than necessary. Why do people always want something??? Yes. it was an inconvenience and yes it was an error but mistakes happen sometimes and this was a very minor one. I'm sure your 4 yr old could wait a bit for the pool or as someone said one parent could have handled the situation. Been a member for 15ys- were things always perfect- heck no=but nothing major and I never felt that Disney owed me anything for minor mistakes. Did I receive some compensation or special treatment after there was an error-heck yes. And we graciously accepted what was given and and said thank you. Sorry but this OP really rubbed me the wrong way.

 

[Dean]

Am I reading correctly, that the only issue was the bands didn't work, they had to go to the FD to get them fixed, were reimbursed for the taxi and were carted back? Aggravating but not unreasonable and it seems handled appropriately if this was the only issue.

 

[AndreAggie]

What sort of compensation were you expecting? To me, it's a simple inconvenience. I can't tell you how many times I've check into a hotel (work travel), gone to my room with my luggage, usually a roller bag, purse, and computer bag, only to find the key card doesn't work. Then I have to lug all my stuff like a pack mule back to the front desk, then back to my room. I don't think I've ever been compensated except for maybe a bottle of water. Mistakes and IT glitches are just par for the course.