First and Last time we will Ever stay at ...

[cwestpvb]

Was that experience recent? Marriott acquired Starwood about three years ago. If you were there longer ago than that, things could be very different now. If it was more recently than that, you might want to rethink...

This was this past February. Not the experience I would have expected from a Marriott property. I've heard better things about the Swan, so I'm looking forward to trying it.

 

[DISNEY1975]

B--Didn't know enough about the resort they booked to know that there are parking lots by the rooms.

I disagree with this one. I look at photos of rooms, pool and maybe dining venues, but I do not satellite search the resorts and check out the parking lots. And being one to stay in mostly Deluxe, like the OP, I know when I enter a lot to grab the first spot I see. Resort parking is not easy to come by where we stay.

 

[DISNEY1975]

The mousekeepers are assigned usually weekly, so the one that "cleaned" that room may be at GF next week.

Staff is resort specific. Unless they got a promotion/new job, they dont swap resorts. What section of the resort they are assigned may differ week to week, but they dont change resorts weekly.

And with most people skipping housekeeping rooms may go many days without being cleaned which makes it harder to clean on the last day.

Hmmm.... never thought of that, but makes total sense. Yuck!

 

[Jimmy Mouse]

You didn't immediately go to the front desk and ask to be moved to another moderate room because of a serious health issue? How did Yacht Club become a request?

Yacht Club was my request because POR was only for our arrival night as it was a last minute one day add on to our vacation. We already had Yacht Club booked for 6 nights so if they could have moved us over there it would have got us there one day earlier. And I did offer to pay the difference but there was no availability.

 

[Jimmy Mouse]

It’s unfortunate that you knew so little about the room and resort you booked. Your girls knew *about* the RR, so I don’t know how the headboard info was overlooked. It’s been there since the beginning of the rooms. It’s one of the biggest draws of the room.



Right. Moderate resort. Not deluxe. A motel where you park near the room. Bell Services does exist of course, but often it’s not necessary depending on where your room is.



You weren’t talking to the front desk. If they can transfer you to someone, it’s just a call center employee offsite. Same when you hit the “front desk” button from the room. Even at a deluxe. FYI.



In person at the actual front desk?



So you went on, said you were checking in and needed bag help. You went outside to the bell services person...before checking in? Did the bell services person know you hadn’t actually checked in? Sounds like you left the front desk before finishing the check in business. Bell doesn’t check people in. That’s why your room wasn’t ready.

I have no idea how anyone assigned any room since it doesn’t sound like you ever actually checked in.

First of all It WAS the front desk because when they got her on the phone they told me "We have so and so from the front desk on the phone, she will help you out" so I see no reason for them to lie to me.
second, I DID go to check in and I told her we were parked out front and didn't know where to check my bags as I said in original post. The CM that was supposed to check me in then sent me outside.
third … The person at Bell Services DID know we didn't check in because I told him that the other CM sent me away to take care of my bags before she actually checked me in so yes he knew and pulled up or reservation, gave us a room number and drew directions on the map. He never once said the room wasn't ready so I think that means he checked us in. The Bell services at POR is right beside the check in and he had a computer. I highly doubt he pecked at the keyboard and gave us a random room number just for kicks.

As far as me knowing "So Little about the room I booked" Yes my 5 and 8 year old knew about it from surfing the Disney website. I also knew about it but none of us knew where the button to activate the headboard was. I actually didn't think to remember the lighting until I pressed it and at that point I remembered seeing something about it once. There is no information on the Disney website that says "Press Here" with a picture of the buttons.

 

[Jimmy Mouse]

Completely agree that the room you got was totally unacceptable and if were me I would have refused the room.

But the parts that I bolded just don't make any sense especially since I don't think any Bell Services at Disney hotels has any ability to check you in to a room.

His words were "I can check you in" so pecking on the keyboard, getting us our room number, drawing a map to our room was for fun ? The Bell Services podium I went to is right next to check in and not outside.

 

[Jimmy Mouse]

I think this was the biggest mistake. The original room wasn’t ready but Bell Services told the OP what their room number was. If that didn’t happen, the OP would have most likely got their original room that wouldn’t have had these problems.

I get the sense they gave the OP a room that was out of service, so to speak, because the OP demanded a new room when he found out his room wasn’t ready.

Bell services gave me the not ready room. and He DID check us in. I was standing right there when it happened and it was the one with the missing dresser knob. The room they moved me to was the nasty one. And yes I demanded a room because it was after check in time and I was not enjoying standing outside in the storm. Also I highly doubt they gave me an out of service room because ours wasn't ready.

 

[Jimmy Mouse]

It isn't. I have stayed at POR multiple times and not had housekeeping issues. But it does suck when it happens to you.

But yeah, I agree, the OP was given a room not ready because they wanted a room right away. Sounds like they were shooing the OP away and hoping they wouldn't notice the state of the room. Which is not right to do, but as someone who works retail and has on occasion had a customer screaming at them, sometimes you do whatever you can to make that person go away.

How is giving me a room not ready better than giving us the one that was but missing a dresser knob? The room they moved us to was ready. Welcome papers on the bed, etc. etc. Just not clean.

 

[Jimmy Mouse]

I have to question why someone with multiple Disney stays:

A--Didn't know that your room doesn't automatically unlock at 3 pm on the dot. Check in starts then, not everyone gets their room then.
B--Didn't know enough about the resort they booked to know that there are parking lots by the rooms. But boy, I do miss the days when Disney used to shuttle you to your room in a golf cart.
C--Didn't know that when you have a problem calling takes a while, and going to the desk is the quickest way to get things taken care of.

A -- If I was told my room wasn't ready I would have gone to Disney Springs and left my bags. That didn't happen. I was told it was and given directions to our room and a room number.
B -- It was a last minute one day early add on. Sorry I didn't know we parked at our building. I never claimed to be perfect.
C -- If you read all my previous post (especially the original post) you would see where I wrote it started storming and I had 2 little girls that had to use the bathroom really bad. I was not going to drag them through the rain, load back up and drive to the front desk. If I would have walked it would have been a 10 minute + walk in the pouring rain.

 

[Jimmy Mouse]

Funny thing about it all, We still managed to have a great vacation. I posted my experience and was totally honest, even the part where I lost my temper which I could have left out and no one would be the wiser but to be called a liar by people that were not there when this all went down is sad. I know some of you are so much more educated about Disney than I am but that does not give you the right to flame me for not knowing where to park or who to call. I did my best in a bad situation and ended up making the best of it. I was just sharing what happened, not looking for sympathy or to be put down. Hope you feel better about yourself for making me feel worse about myself.

 

[kaytieeldr]

This was this past February. Not the experience I would have expected from a Marriott property. I've heard better things about the Swan, so I'm looking forward to trying it.

Wow, yeah, no, I agree! Bad, bad Marriott!

Yacht Club was my request because POR was only for our arrival night as it was a last minute one day add on to our vacation. We already had Yacht Club booked for 6 nights so if they could have moved us over there it would have got us there one day earlier. And I did offer to pay the difference but there was no availability.

b
if you ever find yourself in a similar situation (ideally this was a one-off) don't stop with just the one resort choice. I'd be surprised if no Deluxe rooms were available anywhere for the one night.

The CM that was supposed to check me in then sent me outside.

Without completing the check-in transaction? If you do decide to complain, be sure to include this.

How is giving me a room not ready better than giving us the one that was but missing a dresser knob? The room they moved us to was ready. Welcome papers on the bed, etc. etc. Just not clean.

It's, well, not better. A missing knob is an inconvenience. The replacement room is going up the ladder-worthy. https://www.elliott.org/company-contacts/disney-world/

C -- If you read all my previous post (especially the original post) you would see where I wrote it started storming and I had 2 little girls that had to use the bathroom really bad.

Apologies, but this specific statement is confusing. I thought the bathroom issue was resolved in the first room, but the rain start as you headed for the second room? No?

 

[Jimmy Mouse]

Without completing the check-in transaction? If you do decide to complain, be sure to include this.

I'm not going to complain again. I did my complaining then, I'm not going any further with the issues.

​

Apologies, but this specific statement is confusing. I thought the bathroom issue was resolved in the first room, but the rain start as you headed for the second room? No?

It started storming while I was on the phone, locked out of the first room. The storm continued for about 30 minutes.

 

[Jimmy Mouse]

This thread has a katiebug feel to it. If you dont know who that is....it's not hard to find out. lol

so what are you saying?

 

[Meglen]

I'm sorry op. But based on your story your children were taken care of at the first room. Out of the rain and restrooms used. But I still can't get why you would be in a room that's filthy" your main complaint" and stay. And the only thing that you asked for was a yactclub room. Unless they had a cm go to your room I would have not believed you. A normal request would have been to be moved again due to all this. and if they had zero other rooms than request any other room on property and make them move your stuff while you went to ds.

I'm sorry all this happened lessons learned for next time . Even deluxe resorts have bad days and rooms. And the reason folks want you to complain and send photos is due to trying to not let another family go through what you did.

 

[Disneylover99]

Bell services gave me the not ready room. and He DID check us in. I was standing right there when it happened and it was the one with the missing dresser knob.

It sounds like you did online check in ahead of time since you got a text saying your room was not ready on your way to your first room. In that case, check in is irrelevant, because you’ve already checked in ahead of time. If that’s the case, Bell Services dropped the ball by giving you your room number prematurely because you shouldn’t find out your room number until your room is officially ready.

The room they moved me to was the nasty one. And yes I demanded a room because it was after check in time and I was not enjoying standing outside in the storm. Also I highly doubt they gave me an out of service room because ours wasn't ready.

They wouldn’t under normal circumstances, but it’s possible, especially since you mentioned cobwebs and dust. It’s happened to us before. I just think they wanted to appease you when you demanded they find you a room. If that’s the case, no, they shouldn’t have done that. But sometimes that’s the easier solution to them if they think things may escalate or they know the first room might take longer then they anticipated to service. They want to avoid confrontation as much as possible.

 

[Princessclab]

OMG, so sorry that this happened to you and your family.
Too many Monday morning quarterbacks here telling you how you should feel and what you should have done. Unbelievable and disrespectful really.
I know you have stayed at Disney before and know how things should be; it is not an unrealist expectation.
I had a similar experience at POFQ, will not stay there again. Why would I go back just in case it is better? Ridiculous thinking. Too much money is spent at Disney to do that.
Thank you for sharing your experience to give a heads up to others. Very glad you had a good time.

 

[maxiesmom]

My confusion comes from you getting the room not ready text, and then still going to your room and expecting to get in. Not everyone gets their room right at 3, and I would have thought that someone with multiple stays under their belt would know that.

Keep in mind too the person who called you on your phone was not at the resort, so there is a delay in what is going on at that minute and what they know over the phone.

 

[maxiesmom]

OMG, so sorry that this happened to you and your family.
Too many Monday morning quarterbacks here telling you how you should feel and what you should have done. Unbelievable and disrespectful really.
I know you have stayed at Disney before and know how things should be; it is not an unrealist expectation.
I had a similar experience at POFQ, will not stay there again. Why would I go back just in case it is better? Ridiculous thinking. Too much money is spent at Disney to do that.
Thank you for sharing your experience to give a heads up to others. Very glad you had a good time.

It sounds to me that when the OP went inside the first time and stated they were checking in and needed help with their bags, the CM thought they had already checked in and wanted help with their bags. Neither OP or CM were thinking the same thing.

 

[SaintsManiac]

Well I am off to research where to park at POP when we drive there in November. I've only ever had a car at deluxe resorts...

 

[Disneylover99]

Well I am off to research where to park at POP when we drive there in November. I've only ever had a car at deluxe resorts...

We just find a parking spot, check in and bring our luggage to Bell Services if our room is not ready. We do the same at Deluxe resorts.