Disney gave my room away after I was in it

[Imagineering or Bust]

... Implying that she caused the incident by not returning to the desk for new keys is a complete cop out. This was the fault of the hotel, 100%!

I'm a little confused, I hope that is not how my post read? I was just explaining how it was possible for two people to be assigned into the same room at the same time, I'm sorrie if I worded that poorly. I was not trying to point the finger at anyone, just shead some technical light on the subject, sorrie.

 

[totalia]

So exactly how many keys are per room..........I thought there were usually just 2 keys.....How did so so many keys get handed out.

When I go to POP in June I am going to make sure my door is double locked.

These all are very frighting experiences........and I just had a dream the other night that my room had 3 connecting doors with no locks....I certainly hope this is not a sign of things to come.....................Yike!!!!!!

The computers that program that keys are MADE to give out 4 keys per room. So yes, more than 2 keys can be programmed and given out.

Totalia, I think you are missing the point. The main point is the CM's lack of caring, not that an error was made. If an apology was made, if anyone had gone out of their way to help, the experience would have felt totally different, I am sure.

Again, the CM probably thought they WERE being understanding. Sometimes you can be the nicest person in the world and yet the customer still thinks you were ignorant, rude and thoughtless.

Just as has been said, it was just a clerical error. Without the computer, alot of front desk agents are screwed and unable to do their job properly. Horrible yes but most aren't trained how to check someone in without the computer. It's something that should be rectified but you'd be surprised how many desk agents simply can't figure it out no matter how many times they are shown.

Typical answer to that kind of mistake is "Sorry about that." And then a handing out of new keys to a new room. Perhaps the guest didn't think that was enough or perhaps the CM didn't say it the way the guest thinks they should.

Most of this is likely just based on perception of the situation. If you talked to the CM involved, they would likely tell you an entirely different story.

 

[Sammie]

Exactly! It's the way the situation was handled - or not handled

I think Totalia's point is and this does not necessarily apply to the OP, but could, is that we don't know what happened, or what was said, or how it was said.

As Totalia said the CM is not being allowed to have a say. We can be sorry this happened to the OP and wish her well and hope she has a great trip next time, but we truely can not put any blame on anyone as we don't know what happened. We were not there.

I do know that once before someone posted on this forum about how rudely they were treated at the front desk by a CM of a Disney resort. Everyone immediately was enraged at the treatment to this guest. Many were ready to cancel their own reservations to this resort due to this accounting. Interestingly I was there when this particular situation happened and what was posted on this forum was not the way I observed it.

My point is, there is always 2 sides to the story we have one. All we know for sure is there was a mixup, that was a mistake that should not happened. We do not know for sure anything else.

I am sorry the OP's trip was less than expected or deserved. I however do not know what was said and therefore I will not put any blame on either party.

 

[Colorado Belle]

Once again, after reading about what happened, it occurs to me that this isn't about people being perfect or not making mistakes....it is about how mistakes are handled and accountability and empathy.

You are a front desk employee. You make a mistake (or the computer does) and a room gets assigned to two parties.

When confronted with the mistake, the FIRST RESPONSE that should be drilled into each and every 'service' employee is: Be accountable and say: what can I or Disney do to make it better?

Instead, I believe that too many people become defensive and afraid and just want the mistake to go away, not be reported 'on their watch'.

And the customer suffers.

I am so glad that you called and gave an ultimatum...and look how they responded when you did! Hooray! But the truth is, you should NOT have had to do anything other than say: It is late, I'm tired, Make it right.

And to the poster who said that he/she can't 'take sides' because he/she hasn't heard the OTHER side: egad, what could a CM possibly say that would account for the lack of immediate response, empathy, SERVICE???? Was there a nuclear war? Did a bomb go off in the lobby? The CM has a job to do and that job is all about customer service. Sure, they may not be getting paid as much as they deserve...but they are being paid to do a job that they have agreed to undertake. I don't believe there IS another side to a room being double booked...It was an accident. Be accountable. Fix it. Period.

Perhaps I am feeling testy because I cut short my recent trip to Disney. Left at 10 am instead of 4 because the airline I was traveling on told me I could waitlist for an earlier flight. Drove to Tampa airport where an agent told me that the earlier flight didn't exist. That was a lie. When I stated that since a phone agent had told me about a nonexistant flight that I thought the least the counter agent could do was to apologize on behalf of NorthWEst airlines for my arriving at the airport 7 hours before my scheduled flight based on their incorrect info....I was told how dare I ask for an apology since the agent didn't know what I had been told on the phone. Well DUH? Did he think I was making it up because I LOVED sitting in airports for 7 hours instead of enjoying my time at the MK? One can ASSUME that a mistake was made by, in my case, a NW airlines rep. and that the current NW rep should try to make amends ...Of course, the flight DID exist and the rep was lying...I even asked if it was perhaps becasue the flight was full and my chances of waitlisting were slim...NO THERE IS NO FLIGHT.
.....I don't know why people can't be accountable, but it seems that we are becoming a society that refuses to be accountable. And that is truly a shame.
My experience at AKL, while certainly not in any way as awful as being kicked out of my room, was unsatisfactory becasue of the lack of empathy and accountability by the front desk personelle. It seems this problem MAY be endemic throughout the Disney hotels. Has the training manuel changed for the hotel CMs?

I think everyone who has had a problem that wasn't resolved should write to the communications.com address and let them KNOW. How else can we hope for change?

Colorado Belle

 

[totalia]

I think Totalia's point is and this does not necessarily apply to the OP, but could, is that we don't know what happened, or what was said, or how it was said.

As Totalia said the CM is not being allowed to have a say. We can be sorry this happened to the OP and wish her well and hope she has a great trip next time, but we truely can not put any blame on anyone as we don't know what happened. We were not there.

I do know that once before someone posted on this forum about how rudely they were treated at the front desk by a CM of a Disney resort. Everyone immediately was enraged at the treatment to this guest. Many were ready to cancel their own reservations to this resort due to this accounting. Interestingly I was there when this particular situation happened and what was posted on this forum was not the way I observed it.

My point is, there is always 2 sides to the story we have one. All we know for sure is there was a mixup, that was a mistake that should not happened. We do not know for sure anything else.

I am sorry the OP's trip was less than expected or deserved. I however do not know what was said and therefore I will not put any blame on either party.

Yes, exactly. Thank you.

 

[Scoootch]

posted by Sammie -- I think Totalia's point is and this does not necessarily apply to the OP, but could, is that we don't know what happened, or what was said, or how it was said.

My point is, there is always 2 sides to the story we have one. All we know for sure is there was a mixup, that was a mistake that should not happened. We do not know for sure anything else.

posted by Colorado Belle -- Instead, I believe that too many people become defensive and afraid and just want the mistake to go away, not be reported 'on their watch'
And to the poster who said that he/she can't 'take sides' because he/she hasn't heard the OTHER side: egad, what could a CM possibly say that would account for the lack of immediate response, empathy, SERVICE???? Was there a nuclear war? Did a bomb go off in the lobby? The CM has a job to do and that job is all about customer service. Sure, they may not be getting paid as much as they deserve...but they are being paid to do a job that they have agreed to undertake. I don't believe there IS another side to a room being double booked...It was an accident. Be accountable. Fix it. Period.

It seems this problem MAY be endemic throughout the Disney hotels.

Maybe we weren't all there to have witnessed this first hand but we do have 2 of the 3 party's involved (2 separate guests who were assigned the same room albeit unintentionally, and the 3rd party not reporting being the CM) agreeing for the most part on what went down and reporting in on the situation.

Disney is known for their going above and beyond where customer service is concerned - it is a big part and perhaps the most important part for the majority of us, of why we all are willing to spend the $$ we do to stay at the WDW hotels rather than the local Holiday Inn (or any non Disney hotel - both on sight like at DTD or off sight). It is extremely disheartening to hear of such incidents no matter which WDW resort this has happened at from the values to the DVC's. And even in the parks for that matter. I have seen first hand over the past few years how the over and beyond customer service seems to be falling fast and yet the prices all the way around are rising just as fast. I agree with Colorado Belle - when these mistakes happen, it seems no one wants to be accountable and the CM's just want it to go away quickly before any other guests notice Maybe I wasn't there to personnally witness this situation, but I have to believe for myself that if 2 of the 3 people involved are upset enough to post about it and agree - than either there must be something to what they are saying or they have an awful lot of time on their hands. Mind you, I'm not saying that the CM did anything to intentionally ruin their stay, but it does seem that they didn't do anything to help make it better either -- at the VERY least, they should have given a sincere apology let alone gone further to rectify the situation. Isn't that what staying within the "Disney Magic" at the Disney hotels is suppossed to be all about? We stay there because of the excellent customer service ~ it may not have even been the CM's fault in any given situation but good customer service would have been for the CM's to say "hey - so sorry for the mixup and lets see what we can do to make it better" (even if it hadn't actually been their fault) no matter who exactly ended up being to blame. It also makes more sense from a business standpoint for Disney too I'd think because then they would be more likely to have a repeat guest rather than loss of business next trip. And again, we're not talking that they should have to comp a room or anything - just be accountable.

The flip side too by the way, is when I have received excellent service by the CM's I have emailed to let management know as well. I did this after this past weekend trip to the CR as we had excellent Customer service from a particular front desk CM. So, it's not that I'm bitter and think all CM's have gone downhill - but I have heard more and more as well as first hand witnessed some incendents and it's very disheartening .

 

[catbad]

I checked in to the All-Star Movies at about 5:30 p.m. and was given room 6801 in the Love Bug. My husband, son and I went in after a 45 minute check-in due to only one person working at the desk. I requested Toy Story two months in advance of arrival and confirmed with the hotel 5 days prior to arrival. Well; I got Love bug. Something didn't feel quite right when we went into the room. It was clean yet at the same time.... not. I then proceeded with unpacking and saw a couple of small things on top of the TV and a receipt on the bed. I didn't think much about the receipt (it just happened to have the same price on it that I paid, so I thought the hotel left it there). As I was finishing up unpacking I opened the drawer to put my sons clothes away and there was a purse.

An entire purse, "who would leave this behind?" I thought. I looked inside and saw belongings, credit card, and cash. And thought how could somebody leave this behind. We brought it up to the front desk to the same lady that checked us in. She didn't know how it happened and just said that maybe they were transferred resorts to Pop-Century. I though it was wierd but moved on.

We had a good evening and went to bed early to get an early rise to take our son on his first trip to Magic. As soon as we fell asleep someone was trying to get into our room. At that time it snapped in my head that this has to be the person looking for their things.

Sure enough it was. Basically what happened was the 2 ladies and child had their luggage and thought they had the wrong room and they looked at the paper again and said that they didn't. I said is your last name ******. She said "yes". "I thought it was you. I found your purse and things and brought it to the front desk. I didn't take anything I just looked for a name and brought it downstairs" I then went inside and grabbed the paper with my info on it, it was the same as hers. My son wasn't crying just now awake at 10 pm. We had a very nice conversation while she was between holding times on the cell phone with the resort and her mom (which looked pretty darn good for her age) was very pleasent. We pretty much laughed and tried to make the best of it. The little girl was falling asleep where she stood (at one time she was on her blanky on the cement) and when the guy that came on the segway with her purse I felt very relieved. He had to come back with a golf cart to get the rest of her things and it took awhile and I wished her luck and that's how it happened.......

Here's the funny thing......after we just finally fell asleep again the phone rang. It was the front desk just making sure that the room was VACANT.....not cool. The next morning at 5:30 a.m. I went down to the desk after almost no sleep and spoke to a manager and received 6 free counter service meals. It was a bad start but, the resort was perfect for my son and Magic Kingdom was empty till 3 pm. My son and husband had a wonderful time.

And that is the other side of the story.....

Disney came through. We recieved 3 one day tickets and a free night at any all-star resort. Basically, they gave us a second chance at our vacation. I was surprised when the disney guy told me that but it was great to hear. We hope to go soon.

 

[javaj]

Thanks for the update, I'm glad it worked out for you. Did it take this long for Disney to resolve the issue? How did they contact you, and how long did it take?

Thanks

 

[TSirgey]

Good for you! Speaking up is certainly worth it sometimes.

 

[gigi1313]

wow, you really were compensated for your inconvenience... not only did you get those free meal vouchers, but you rec'd park tickets and a future free night... i only hope the OP got as much "satisfaction!"

 

[keagansmom]

I had them give away our room once at the Poly after we were already in. They neer mentioned the system being down or anything. We were hungry so after arriving to our room, we ordered room service and had just sat down to eat when we heard someone trying to get into the room. I assumed some child was at the wrong door, so ignored it. Apparently they heard us in the room and began to pound on the door. When I opened it, a lady was standing there and demanded to know why I was in her room. Anyway, to make a long story short, apparently they had lost our original reservation (made through their websit) and had placed us into someone else's room. They asked if we could move (the people needed ajoining rooms, which ours was ajoined to the next room) and we said sure after dinner. Turns out their mistake was our wonderful jackpot! They only had concierge rooms left and so we were upgraded to a concierge room that looked out to the castle and over the beach. Had a great time and the staff was very helpful!

 

[Ladyhawke10]

That sounds like the right way to handle putting someone else in the same room (a REALLY BAD and potentially unsafe mistake!!!). I am glad you got a concierge room--I think the OP should have been switched to a deluxe resort and given a room in concierge as well! This is the worst thing I have ever heard happening at a resort! So glad there wasn't something violent that happened. I would be extremely frightened if someone were trying to get in my room, and possibly even had a key, at any time of day, but especially late at night. I might be standing behind the door w/ the lamp held up over my head...ready to strike!!!

 

[MOMOFMNM]

Shelly, you summed it up perfectly. All I wanted was for my mom and niece to have an enjoyable trip. I mess up at work, but when I do, I definately know how to apologize. If they had just followed the steps as Shelly stated, I would have been happy.

On the other hand, Totalia, I read a previous post you had written about a life threatening accident you recently had and after I read that post, I understand where you're coming from. It made me thankful that I was healthy enough to deal with the situation. I have you in my thoughts and prayers and hope you have a great time with your Grandmother this holiday!

P.S. Luckily, my mom was springing for the trip so there really was just a small amount of money in my purse - thats why I really didn't think much about leaving it behind in the room!!

princess you sounds like a very loving and forgiving person...your thoughts and kindness shine through in your words on your post! I know this was awhile ago, I am catching up on it right now...but you indeed are a person I should strive to be like...if that were my purse and my three kids falling asleep on the concrete, well I would not have handled it so well. You are obviously not a worrier or impolite, rude person! I don't like that they treated you so badly...I hope all is well now and more trips to WDW are in store

 

[DebbieB]

These stories should make everyone aware not to leave valuables in the room. Like people who have no concern about leaving a laptop sitting out.

 

[Mouse-n-Mini]

sorry about your horrible experience! While I cannot honestly say that we were that bad off during our stay at ASMu, we too were less than thrilled with the management. During our vacation, the all-star resorts were infested with partying foreign exchange students from Brazil. When we complained to managment about the noise and rude behavior of the teens, we were given a "you stayed at the cheapest hotel, so this is whatcha' get" kind of attitude. We decided then and there that we would not return to the value resorts- we enjoy the moderately priced Port Orleans and if $$ allows, we prefer the deluxe Wilderness Lodge (it's always been the most magical resort for us).

 

[BibbidyBobbidyBoo]

These stories should make everyone aware not to leave valuables in the room. Like people who have no concern about leaving a laptop sitting out.

I've seen this said on this thread MANY times now and I just can't understand it. What are you supposed to do with all your valuables (and trust me- my families clothes, other belongings besides money/purse/credit cards/etc. are considered valuable to us when we're staying onsite with no transportation to go buy those things again while there!) that won't fit in the very small lockbox? What are those people supposed to do? Take their laptop with them to the parks each and every day? A lot of people fly and use Disney transportation and don't have vehicles to put things in (not that this would be any safer than in their room)- where do you suggest they keep ALL their "valuables" if not in their room? I don't get it!

I stayed offsite one solo trip and arrived late at night. Took forever with late flights and LONG mears transportation/etc. I ended up arriving around 3:30am instead of midnight-ish. I got my key and took myself and my luggage (alone) to my room and when I went to open the door with the key a big (kinda scary looking- since I was alone!) almost NAKED guy opened the door real quick like. (he was only in brief underwear). Talk about scared!!!! I just apologized that I must have been given the wrong room and trucked myself and my belongings down to the front desk to get another room. Scary at the time- and it's why I won't stay offsite again!
Little did I know it could happen onsite also- apparently. But I don't think I'd have been as scared onsite as I was there...

I am concerned, especially after reading this thread, about someone else getting a key to my room, housekeeping leaving the door propped open and forgetting or whatnot. I can't put ALL our valuables (what is valuable to us anyway) in the tiny lockbox and I certainly can't carry it all with us to the parks everyday.. won't fit in their biggest lockers either. Shall I take my luggage with me on the rides too? LOL

 

[safetymom]

As far as a laptop there are cables that can secure it. When I leave for the day I make the room look empty so if someone is looking in they won't see my stuff. I don't want to give anyone any ideas.

 

[Alicnwondrln]

Disney came through. We recieved 3 one day tickets and a free night at any all-star resort. Basically, they gave us a second chance at our vacation. I was surprised when the disney guy told me that but it was great to hear. We hope to go soon.

Im glad things turned out good fro you
but i have read most of this thread and didtn see that Princess got anything..i would def be sending wdw a letter
once again diseny is not consistent in hadling guest issues

 

[seashoreCM]

I know that Disney doesn't want to make a precedent of giving out freebies when people have complaints.

Asking for extra pixie dust is legitimate even when the only complaint is rudeness on the part of a CM. The intended effect is to put management on the spot more often when problems happen. The fewer requests for compensation that are made, the more complacent management becomes and more problems go unsolved.

If you find out someone is actually in your room before you go in for the first time, you really should go back immediately for another room, althoguh the walk back itself is worthy of a perk in return, for example an extra fast pass for each family member.

Complimentary one day Disney passes are usually best saved for a day tripper or weekend jaunt. One person can use two or three of them.

 

[HGLightlyj]

What a frustrating situation to happen on vacation. Unfortunately, even WDW CM's are human and mistakes are made. That being said, WDW should be embarassed to inconvenience their guests through their incompetence. Guests of WDW resorts should expect at the very least the assurance that their assigned rooms are secure. The CM's response and compensation imho was not appropriate for the inconvenience the guest experienced. This is a testimonial to keep the security latch on and not leave valuables in the room.