From a MS CM: recent "enhancement" to room requests

[rock_doctor]

I'm sure they can just give a quick response that the resort is completely full, and they can't assign a different room that will meet the length of your stay, or something like that.

And i assume that is what they will do or if they can change your room, they will. In the end, i just don't see Disney wanting anybody to walk away mad. It just sets my blood a boil when CMs make these kinds of statements because you know at some point a group of people with mouse ear badges (i know they are oval but the visual is better this way) were discussing it. You have to wonder if they float these rumors on purpose to see the response to the idea on the internet. Free focus group research...

 

[jodifla]

And i assume that is what they will do or if they can change your room, they will. In the end, i just don't see Disney wanting anybody to walk away mad. It just sets my blood a boil when CMs make these kinds of statements because you know at some point a group of people with mouse ear badges (i know they are oval but the visual is better this way) were discussing it. You have to wonder if they float these rumors on purpose to see the response to the idea on the internet. Free focus group research...

Also it was more than a year than this idea was mentioned. I'm sure there will be limited requests, but not that a CM isn't going to talk to people who check in, or completely refuse to put them in a different room.

 

[drusba]

That change at AKL mentioned by OP prohibiting a request for close to lobby has to be, if it actually has happened, very recent. I made an AKL Kidani reservation last Friday and MS took the request for "close to lobby."

 

[gortman65]

I'm a little confused. when we made our reservation s for Kidani Savanah view studio last Jan. for this coming July the CM /MS person that i talked to took our request just as i stated it.

The standardization of requests must be a fairly recent addition. We stayed at Kidani back in April of this year. I made the reservation in early March and the CM took my request to be near the lobby without a problem.

For our Oct '11 reservation at Kidani that I made yeseterday, when the CM said "near lobby" was not a request option, it was an easy work-around to request the allowed option "near transportation" since the resort's only bus stop is very close to the lobby.

If this standardization is a step in the direction of online reservations, as several of you have suggested, then it makes sense. It seems a little strange, however, that "near lobby" would not have made the top 10 most frequently requested requests. This would apply especially to a resort like Kidani, where it's possible to be faced with a 1/4 mile walk from your room to the lobby. Even folks without a medical reason to have a room near the lobby might want such a room for convenience, if nothing else.

I should probably call MS again to see if I get the same story about not being able to request a room near the lobby.

 

[LisaS]

Remember that many members, even here on the DIS, have been begging for real time online reservations. It sounds like they are standardizing the "requests" so the online system will only allow some predetermined "click to select" options.

Kind of falls under the be careful what you wish for heading.

An online reservation system could still include a text area for people to type in requests. Check boxes for common requests ("Close to transportation", "Higher floor", or whatever they might be) will save time and possibly result in less confusion but they could still include the ability for the guest to type in "Other" requests.

This "enhancement" sounds more like an attempt to eliminate requests. If most guests are asking for "Close to lobby" and many complain when they don't get it, just eliminate it as an option.

 

[gortman65]

This "enhancement" sounds more like an attempt to eliminate requests. If most guests are asking for "Close to lobby" and many complain when they don't get it, just eliminate it as an option.

LisaS,

You might have hit the nail on the head there.

 

[gortman65]

I just called MS to check on something else and asked the CM about room requests. He told me that each resort has a list of "standard" requests and for Kidani, "close to the lobby" is not on the list. He did say, however, that he could "pencil it in" but could not guarantee that the system would recognize it.

 

[Simba's Mom]

The goal is to reduce CM contact time.

Bill

It saddens me to hear that Disney is doing anything "to reduce CM contact time". To me, one of the big advantages of Disney is the friendly, personal service. One of the reasons we don't do on-line check in is that we like the face to face at check in-especially when the face we see is that of a smiling CM. Why would Disney want to take away one of their big pluses?

 

[LisaS]

It saddens me to hear that Disney is doing anything "to reduce CM contact time". To me, one of the big advantages of Disney is the friendly, personal service. One of the reasons we don't do on-line check in is that we like the face to face at check in-especially when the face we see is that of a smiling CM. Why would Disney want to take away one of their big pluses?

Less CM contact time allows them to reduce staff, saving money for the Mouse. Next step will be to replace many of the front desk staff with check-in kiosks.

 

[disneynutz]

Room requests are a nightmare for Disney and online check has reduced the number Guests making requests when checking in and that was their goal.

The room assigner does their best to fill requests but lets face facts, some requests are way too detailed and some members expect there requests to be filled no matter what. Standardizing the list of available requests would make their job easier.

Changes or requests at check in negates the work already completed by the room assigner. When a Guest makes a demand for a different room, the CM has to take a room already assigned to someone else who had their request filled, and that room is given to the Guest standing in front of the CM. This goes on all day starting early in the day. By the time late afternoon or evening rolls around, the member who might have started the day with their request filled, now finds out at check in that they didn't get their request and that everyone has checked in and there are no other options.

It's a no win situation that Disney deals with every day. I can see why they want to standardize and enforce a no change policy at check in.

Bill

 

[LisaS]

Room requests are a nightmare for Disney and online check has reduced the number Guests making requests when checking in and that was their goal.

The room assigner does their best to fill requests but lets face facts, some requests are way too detailed and some members expect there requests to be filled no matter what. Standardizing the list of available requests would make their job easier.

Wasn't there some news a while back that they were going to have a computer do the room assignments? I hadn't remembered that earlier but if that is the case then moving to a standardized list of requests would make that more feasible. Too bad we don't get to vote on the types of requests that we would like to have available at each resort!

 

[Mjkre]

So I double checked my room request today at AKV and it still says "near lobby." Should I ask to add "near bus stop/ transportation" so that the computer "recognizes" my request?

 

[disneynutz]

Wasn't there some news a while back that they were going to have a computer do the room assignments? I hadn't remembered that earlier but if that is the case then moving to a standardized list of requests would make that more feasible. Too bad we don't get to vote on the types of requests that we would like to have available at each resort!

We have to remember that the online check in software was not made for the DVC, it was made by Disney for regular Disney cash Guests. Modifying it for DVC use costs money and spending money on software enhancements is like spending money on better room cleaning, unless there is a payback, Disney won't do it.

Bill

 

[Sandisw]

Room requests are a nightmare for Disney and online check has reduced the number Guests making requests when checking in and that was their goal.

The room assigner does their best to fill requests but lets face facts, some requests are way too detailed and some members expect there requests to be filled no matter what. Standardizing the list of available requests would make their job easier.

Changes or requests at check in negates the work already completed by the room assigner. When a Guest makes a demand for a different room, the CM has to take a room already assigned to someone else who had their request filled, and that room is given to the Guest standing in front of the CM. This goes on all day starting early in the day. By the time late afternoon or evening rolls around, the member who might have started the day with their request filled, now finds out at check in that they didn't get their request and that everyone has checked in and there are no other options.

It's a no win situation that Disney deals with every day. I can see why they want to standardize and enforce a no change policy at check in.

Bill

And to be honest, and I know it is probably not a popular opinion, I feel the same way that you do and wish they didn't allow requests to be taken.

I have seen and heard guests get upset and simply say "I am not taking this room and I demand a new one". The sad part is that Disney caves. While I have put in requests, I would never, ever ask a CM to change my room at check in as I know it could mean that I just took it from someone else who put in the same one as me. I guess I figure in the long run, things will even out.

Truthfully, I bet most of the requests for BLT are for even numbered rooms and those with MK views put in requests for higher floors. It is impossible to grant all of them and someone is going to be disappointed.

 

[Mtnman44]

I also don't like the whole idea of room requests. There are a few necessary exceptions but overall all it just clogs the system and is really unfair to easy going people like me.

What do I mean? Well, nobody requests "room with the farthest walk" or "room with the worst view". I suspect people that don't make a stink with requests generally end up with these rooms more than they should because of all the picky people making requests (oh boy and do some of you out there EXPECT to get exactly what you request...you know who you are.) When people make these requests, in a way they are really saying "I deserve priority over someone else simply because I'm mentioning this now". They get what is probably a preferred room at someone else's expense who would have also loved to have that location. Over generalization yes, but just to illustrate the point....

Just book your room category and enjoy. Overall, if we all did this then over time we should all get our fair share of the various locations.

 

[TisBit]

And to be honest, and I know it is probably not a popular opinion, I feel the same way that you do and wish they didn't allow requests to be taken.

I have seen and heard guests get upset and simply say "I am not taking this room and I demand a new one". The sad part is that Disney caves. While I have put in requests, I would never, ever ask a CM to change my room at check in as I know it could mean that I just took it from someone else who put in the same one as me. I guess I figure in the long run, things will even out.

Truthfully, I bet most of the requests for BLT are for even numbered rooms and those with MK views put in requests for higher floors. It is impossible to grant all of them and someone is going to be disappointed.

Which is actually why I prefer that they do not assign the room until check in. To be honest, those that check in first, should get first dibs. Most hotels do not pre assign rooms, but rather they check what is available at check in. When you get there and ask for a room request at check in, the clerk tells you that either A: its not available B: yes or C: the room is not ready, if you don't mind waiting for it to be serviced.

Many people will give a little on their specific requests if they arrive at the resort and a decent room is already cleaned and ready to go. If I get there at 9 am and they can give me a room on the spot vs someone who arrives at 6 pm has a room that is sitting empty while I am still wandering around waiting for one to be cleaned.

I understand why they do what they do, but honestly, I think it would be better if they stopped taking requests on the reservation and just let the CM's at the front desk do it.

 

[jarestel]

It's unfortunate, in a way, that cash guests seem to be given a little more consideration when it comes to room assignment than DVC members do. Maybe it's the nature of the beast, timeshare vs hotel room, and I guess that's understandable and all part of the timeshare experience. I do wonder though if the squeaky wheels have more success with requests than other guests.

Having said that, anyone who's been stuck in the line behind someone arguing (or negotiating if you prefer) for a better room assignment knows first hand what the CMs must have to go through all day long. I don't think there's anything wrong in asking for a different room, but once the question has been answered, even if the answer is no, it's time to accept it and move along.

 

[LisaS]

I prefer being able to make requests. Why not provide the room assigner with some guidance to help make guests as comfortable as possible? For example, at OKW most buildings do not have an elevator so some guests might prefer to be on the ground floor. I prefer to be on a higher floor, even when it means taking one or two flights of stairs. At BWV, some guests prefer to be close to the elevator, especially if they have kids in strollers. I don't mind being far away from the elevator (less hallway noise, better fireworks viewing, happy to take the stairs). Due to the long hallways at Kidani, many people request "close to lobby". I would prefer to be on a lower floor closer to the animals, even if it means a 5-minute walk to the lobby. Without requests, I could end up close to the lobby feeling annoyed at all the hallway noise while someone else is miserable trekking 1/4 mile to their room.

 

[wishicouldgomoreofte]

And to be honest, and I know it is probably not a popular opinion, I feel the same way that you do and wish they didn't allow requests to be taken.

I have seen and heard guests get upset and simply say "I am not taking this room and I demand a new one". The sad part is that Disney caves. While I have put in requests, I would never, ever ask a CM to change my room at check in as I know it could mean that I just took it from someone else who put in the same one as me. I guess I figure in the long run, things will even out.

Truthfully, I bet most of the requests for BLT are for even numbered rooms and those with MK views put in requests for higher floors. It is impossible to grant all of them and someone is going to be disappointed.

What's the deal on even numbered rooms?
Why are they more desireable?

 

[Laurabearz]

Wasn't there some news a while back that they were going to have a computer do the room assignments? I hadn't remembered that earlier but if that is the case then moving to a standardized list of requests would make that more feasible. Too bad we don't get to vote on the types of requests that we would like to have available at each resort!

I sure hope "top floor" is one of them...

So I double checked my room request today at AKV and it still says "near lobby." Should I ask to add "near bus stop/ transportation" so that the computer "recognizes" my request?

Can you see this online or did you call?