We arrived using Magical Express to Beach Club on Saturday June 18 about 6:00 pm expecting our standard room to be ready. It was, we were checked in and headed up to the room. When we got there we found a Privacy Please door hanger on the door and knocked. Surprise, the room was occupied!
I went back to the desk and spoke with my CM about what happened. My wife and three boys (6,4,2) went to get a bite to eat.
CM said the room shouldn't be occupied, but that he'd call. He did and it was. Guest had two reservations and decided to "self-extend" their stay. UGH!
I told CM nicely that if it was possible, could we get a room with a full balcony since our original assigned room did not have one. He said he'd check with manager on getting us a room. Ten minutes later, he comes back and takes full responsibility for the problem and asked if we would mind switching resorts to the Yacht Club because Beach Club did not have any more rooms. I said sure and that I didn't want to make this a big deal, just wanted a room to settle into.
Fifteen minutes later, CM comes back says that they are upgrading us to Yacht Club water view with full balcony. He showed me the room map and it was a larger room as well (3001 on the end)! He said he'd walk us over and that he'd already spoken to bell captain and our luggage would arrive shortly after us at the YC.
Got our family together (which was a bit of a mess because they had just sat down to eat) for our walk over to YC. CM CARRIED our 2 year old the whole way! What a help! And... he tells us on the way that he also upgraded our stay to Concierge for the entire six nights! Needless to say,we were very happy!
After we'd been in the room for about 15 minutes, the CM called to make sure we liked the room. Of course we did!
We went to the Yacht Club Galley for dinner on the dining plan and had a great dinner. Then everyone went for a swim at Storm Along Bay!
Lesson for everyone out there... Next to me at the desk were several people who got their rooms and were not happy for one reason or another (size of room, too much sun, too far away from elevators, etc.). Rather than asking nicely, two of these guests were demanding better treatment and larger rooms or free upgrades from the CMs. I kept my cool and actually told the CM that I didn't expect anything other than a room similar to what I booked and requested (non-smoking, daybed, balcony if possible). By being patient and nice and accepting the situation we were showered with pixie dust!
The excellent customer service and treatment despite a mix-up (which I don't blame on Disney) worked out great for us. I told everyone before the trip that one of the reasons I like to take the family to Disney is that the customer service makes you truly feel like a guest not an inconvenience. That's why I will go to Disney properties again and again.
I went back to the desk and spoke with my CM about what happened. My wife and three boys (6,4,2) went to get a bite to eat.
CM said the room shouldn't be occupied, but that he'd call. He did and it was. Guest had two reservations and decided to "self-extend" their stay. UGH!
I told CM nicely that if it was possible, could we get a room with a full balcony since our original assigned room did not have one. He said he'd check with manager on getting us a room. Ten minutes later, he comes back and takes full responsibility for the problem and asked if we would mind switching resorts to the Yacht Club because Beach Club did not have any more rooms. I said sure and that I didn't want to make this a big deal, just wanted a room to settle into.
Fifteen minutes later, CM comes back says that they are upgrading us to Yacht Club water view with full balcony. He showed me the room map and it was a larger room as well (3001 on the end)! He said he'd walk us over and that he'd already spoken to bell captain and our luggage would arrive shortly after us at the YC.
Got our family together (which was a bit of a mess because they had just sat down to eat) for our walk over to YC. CM CARRIED our 2 year old the whole way! What a help! And... he tells us on the way that he also upgraded our stay to Concierge for the entire six nights! Needless to say,we were very happy!
After we'd been in the room for about 15 minutes, the CM called to make sure we liked the room. Of course we did!
We went to the Yacht Club Galley for dinner on the dining plan and had a great dinner. Then everyone went for a swim at Storm Along Bay!
Lesson for everyone out there... Next to me at the desk were several people who got their rooms and were not happy for one reason or another (size of room, too much sun, too far away from elevators, etc.). Rather than asking nicely, two of these guests were demanding better treatment and larger rooms or free upgrades from the CMs. I kept my cool and actually told the CM that I didn't expect anything other than a room similar to what I booked and requested (non-smoking, daybed, balcony if possible). By being patient and nice and accepting the situation we were showered with pixie dust!
The excellent customer service and treatment despite a mix-up (which I don't blame on Disney) worked out great for us. I told everyone before the trip that one of the reasons I like to take the family to Disney is that the customer service makes you truly feel like a guest not an inconvenience. That's why I will go to Disney properties again and again.
