Didn’t get section we requested

[Dug720]

Why is it unrealistic to request particular sections if available? Disney Resorts are the only hotels I have ever stayed in that I cannot call and reserve in advance a certain section if available at time of booking. Hilton, Crowne, Holiday Inn etc. never an issue to book a certain building. Its not just a request. If they show its open its mine when I book.

Requesting a section - at the value resorts, Disney does not have bookable sections beyond "Standard", "Preferred", and sometimes "Standard Pool View" or "Preferred Pool View" - is not unrealistic.

Expecting that making that request means you will automatically get it IS unrealistic. If it's not a bookable category, it's only a request and cannot be guaranteed.

 

[Jennasis]

OP was the reason for the request that you wanted a renovated room or that you wanted to stay in the Toy Story building (because you love Toy Story)? For future reference, IF the reason for the request was in fact because you wanted a renovated room, your request should be for a renovated room and not for a particular area.

I'm reminded of our BWV stay a few years ago. My only request (made over the phone to Member Services) was a room that did NOT look out at the clown pool. The CM was super about it and had a good laugh about my request. It was a lovely conversation. When we checked in, our room had a DIRECT view into those soulless clown eyes. It also had a soaking wet carpet (it had been shampooed that afternoon) and CM's on the balcony for 2 days painting. I walked in, felt the carpet and walked right back to the desk to ask for a different room. We were told no (rather rudely).

 

[Shanti]

OP was the reason for the request that you wanted a renovated room or that you wanted to stay in the Toy Story building (because you love Toy Story)?

OP has already made her exit after being viciously badmouthed on this thread ("baby", "child", "temper tantrum", "throwing a fit", etc.) She'll probably never post on Disboards again.

Who can blame her? I'm thick-skinned & even I occasionally have to take breaks from the atmosphere on these boards.

 

[Huff]

Expecting that making that request means you will automatically get it IS unrealistic. If it's not a bookable category, it's only a request and cannot be guaranteed.

At Disney this is true because of the way Disney handles reservations. It is not how the rest of the hotel world handles it.

Nothing wrong with asking to change rooms if what you receive is not to your liking. Its not a demand. It's asking if something else is available.
If more people show displeasure at WDW's lack of room selection practices that other hotels have no trouble with, then perhaps WDW will change its ways. If people just suck it up and say nothing then Disney will continue to reduce flexibility.

 

[lambdabeta]

This is how I see this thread. The OP asked a reasonable question. Then the usual suspects responded with their usual defense of WDW policy. Like somehow all of WDW policies are perfect and never to be questioned. (i.e. you can ask at the front desk but that is it don't tell anyone else or don't ask at all because there is no guarantee) If everyone went through life that way nothing would ever change.
Then the OP at the request of someone on this thread returned to let us know what happened. Then those same Disney Defenders take what she said and twist it into something it was not. She only said she was disappointed. Somehow that becomes a temper tantrum, angry, pissed etc. None of which she said. She stated she sent an email to express her disappointment but didn't say who she sent it to or what she said exactly. And again, the usual suspects make baseless assumptions about OP's motives instead of seeing this for what it was.... a simple request for a room change.

She is a customer of WDW. She didn't get what she wanted. She asked politely per her reports and I have no reason to believe otherwise. SHE DID ABSOLUTELY NOTHING WRONG! So can we take it down a notch.

 

[Dug720]

At Disney this is true because of the way Disney handles reservations. It is not how the rest of the hotel world handles it.

Nothing wrong with asking to change rooms if what you receive is not to your liking. Its not a demand. It's asking if something else is available.
If more people show displeasure at WDW's lack of room selection practices that other hotels have no trouble with, then perhaps WDW will change its ways. If people just suck it up and say nothing then Disney will continue to reduce flexibility.

Disney wants to maximize room occupancy and decrease orphan rooms. They have the category breakdowns that work for them and have adjusted in cases where it makes sense - such as at CBR or POR where some rooms accommodate 5 and others do not. Doesn't stop people who have less than 5 but have a kid who wants the bed to book the room paying the extra and potentially blocking someone who has 5 from being able to book, but at least it helps a bit.

You say "it's not a demand" but believe me - when you're standing in line at the front desk listening to someone whose request was not met, 9 times out of 10 they are not calm and polite about it. They are stating loudly if not screaming that they requested X and they expect to get X.

 

[Shanti]

You say "it's not a demand" but believe me - when you're standing in line at the front desk listening to someone whose request was not met, 9 times out of 10 they are not calm and polite about it. They are stating loudly if not screaming that they requested X and they expect to get X.

We've had about 10 different Disney resort stays over the past several years, and have never, ever heard a guest scream at anyone while at the front desk. In fact, we've never seen angry screaming anywhere at a Disney vacation spot, period. This includes WDW, DLR & the cruise ships.

 

[Disneylover99]

You say "it's not a demand" but believe me - when you're standing in line at the front desk listening to someone whose request was not met, 9 times out of 10 they are not calm and polite about it. They are stating loudly if not screaming that they requested X and they expect to get X.

Maybe you’ve heard a guest a few times make a stink at the front desk and it’s clouded the way you see things. I don’t know. But to say 90% of the time, people asking for a room change are ranting and raving, is a huge exaggeration.

 

[Huff]

You say "it's not a demand" but believe me - when you're standing in line at the front desk listening to someone whose request was not met, 9 times out of 10 they are not calm and polite about it. They are stating loudly if not screaming that they requested X and they expect to get X.

If so many do this then perhaps Disney should listen to what paying customers are wanting. Same as any other hotel/resort that has no trouble with requests at time of booking. They too try to limit orphan rooms and maximize revenue. Not providing the product that customers ask for isn't a good business model unless demand is so high that people will pay any price for whatever product Disney offers.

What you are saying is that people need to accept whatever Disney tells them too without complaint, without question. If Disney won't listen then I vote with my feet. With recent changes I may start staying offsite at resorts that do a better job of listening to their customers and not just suck it up.

 

[MicroBeta]

IMHO, CML's mom is owed an apology by certain members posting in this thread.

Mike

 

[a1tinkfans]

Op: I didn’t read thru the entire thread..
but imho there is nothing wrong with asking to be moved if something is available, that you prefer. Email/call/direct walk up.. makes no difference to me. Point is that
Your inquiring .. knowing there’s no guarantee to Any request and they can either try to accommodate or not. In my experience they have been quite good at offering assistance in many different situations. We ve gotten UPgrades (without asking) several times and felt Xtra Pixie Dusted. I think you got preferred but not to ur liking... what’s the harm in asking.,

As far as unkept, unmaintained, or dirty rooms.. I too would not be too happy... it would depend if I’d ask to be moved.

Regardless, your money, your vacation and your right to Ask.. I don’t think it’s whiney lol
Have a fabulous visit .. pixie dust ur way!

 

[lambdabeta]

IMHO, CML's mom is owed an apology by certain members posting in this thread.

Mike

I agree but I wouldn't hold my breath. First those people don't think they did anything wrong and second they have already left the thread because it was not going in the direction they wanted it to.(i.e. more people seem to have come to the OP defense than agree with them)

 

[kaytieeldr]

I don’t think this room should cost the same as a refurb room.

The most likely scenario, if the hotelier were to agree with you, would be to raise the price on the refurbished room, not lower the price on other rooms.

"Reacting this way"? You mean, asking for a room that's in good shape?

The poster mentioned bad shape/worn carpet separately from the request timeline. Two thirds of her requests were made prior to accessing the room. When she still didn't get her request granted, she took a step which many feel was extreme, even over the top.

The op said she nicely went to the desk to ask for a room change and some people think that’s wrong?

Actually, no. The OP said, "Sitting in airport. Not arriving until 9 p.m. Got room ready notification. Not section requested..."

Ok you got me, she didn’t say filthy. In my opinion, a worn carpet in a hotel is filthy. And the op got the room she requested, they were being moved to it the next day.

Carpeting is sooooo worn.

Not according to the thesaurus, though. A worn carpet is far more likely to be clean than filthy; and a brand new carpet can be filthy.

The OP actually isn't mad at all because she's now in the room she requested. To achieve that, she:
1. Made a request online, then when that didn't work she
2. Asked at the front desk, then when that didn't work she
3. Emailed the manager expressing disappointment at having a worn room in a hotel where many other rooms in her category are recently refurbished.

In other words, she was politely persistent. Which is a good thing.

It seems to many of us that the email was planned even before the room was entered. Nothing the PPsaid, just a feeling.

 

[maxiesmom]

At Disney this is true because of the way Disney handles reservations. It is not how the rest of the hotel world handles it.

Nothing wrong with asking to change rooms if what you receive is not to your liking. Its not a demand. It's asking if something else is available.
If more people show displeasure at WDW's lack of room selection practices that other hotels have no trouble with, then perhaps WDW will change its ways. If people just suck it up and say nothing then Disney will continue to reduce flexibility.

But how many times can you ask before it becomes a demand and not a request? That is the only reason I have even a small problem with what the OP did. They made a request, it was not met. They asked if something else was available, which is totally fine. Once they were told sorry, check the next day, that is where it should have stopped. Instead they went to their room and e-mailed the manager. To me that turns it from a request to a demand. Which I don't think is ok. Not politely persistent. It is demanding.

Just my opinion, which is all any of this is. Our opinions.

 

[Shanti]

The poster mentioned bad shape/worn carpet separately from the request timeline. Two thirds of her requests were made prior to accessing the room. When she still didn't get her request granted, she took a step which many feel was extreme, even over the top....

To think that sending an email expressing disappointment in a resort room is "extreme" or "over the top" isn't rational. Neither are the attacks on this OP, just because she pressed her request.

Who cares when she planned to send the email? It's an email. She's a guest, she wanted a certain type of room & she persistently asked for it. Perfectly logical as new rooms are turned over daily.

 

[Huff]

But how many times can you ask before it becomes a demand and not a request? That is the only reason I have even a small problem with what the OP did. They made a request, it was not met. They asked if something else was available, which is totally fine.

The problem is with the way Disney does business. They do not allow me to specify what section, floor, view etc. at time of booking like other hotels and resorts world wide do. This leads to the very issues being discussed. It is my opinion that yes, people should speak up in order to get Disney to listen and make changes to better meet what customers want. Failure to do so will make things worse over time, not better.

 

[kaytieeldr]

Why is it unrealistic to request particular sections if available?

Nobody said it's unrealistic to make requests. It's unreasonable to request prior to arrival then request again on arrival then ignore the suggestion to check availability the following day* then email the resort manager.

*Which frequently works given that the nature of hotels is that people ceck out, and so other rooms become available, every. single. day.

 

[maxiesmom]

To think that sending an email expressing disappointment in a resort room is "extreme" or "over the top" isn't rational. Neither are the attacks on this OP, just because she pressed her request.

I think at some point you need to deal with what is handed to you. Again, how many times can you ask before it is not asking but demanding?

Request #1 made before the trip.
Request #2 made at the front desk
Request #3 made in the form of an e-mail.

I think between 2 and 3 what the OP wanted went from a request to a demand.

Not that it makes a difference. Hopefully anyone reading this thread who was unclear now knows that requests are not always met. And if you have a few, list them in order of importance.

 

[maxiesmom]

The problem is with the way Disney does business. They do not allow me to specify what section, floor, view etc. at time of booking like other hotels and resorts world wide do. This leads to the very issues being discussed. It is my opinion that yes, people should speak up in order to get Disney to listen and make changes to better meet what customers want. Failure to do so will make things worse over time, not better.

I think it is more likely they will go to not accepting requests. I pretty sure they don't have the programs to handle the sort of system that would allow for all of that. Not one that wouldn't crash all of the time anyway.

Not to mention, people complain now at how much work it is to plan a Disney vacation. Tell them they have to research each building/view/location of every room at the resort they have picked? I think my head would explode and I love planning my trip!

 

[Huff]

Nobody said it's unrealistic to make requests. It's unreasonable to request prior to arrival then request again on arrival then ignore the suggestion to check availability the following day* then email the resort manager.

What is unreasonable is Disney forcing people jump thru these hoops in order to meet customers needs. This could all be prevented if Disney handled reservations the way the rest of the worlds hotel industry does. Your suggestion is to just do whatever Disney says and accept it. That is unreasonable in my opinion! I'm the customer. I will tell Disney what they need to do in order to get my money!!! But thats just me.