Guarantee doesn"t meen guaranteed!

[Matt'sMom]

...Now that we have 2 ECVs among our families, and two of the ECVs, which would've been in one room, wouldn't make for an optimum fit because the rooms tend to be smaller. Also, the busses only accommodate 1 ECV per...

Just posting to correct some slightly misleading info...

The buses can accomidate up to 2 ECVs or Wheelchairs, not just one per. The only time I've seen them limit it to one is if some of the tie downs are broken. That said, I agree that taking the WDW buses with an ECV has not always been a pleasant experience (primarily due to rude guests, not anything the CMs have done wrong). But they can accomidate more than one ECV/WC at a time on the buses (and sometimes will even load more than two, if wheelchairs can be folded).

As for room size & accomidating ECVs... that all depends on which resort you are staying at. Some rooms are far larger than others, and certain HA rooms are configured slightly differently to accomidate the use of ECVs/WCs. The Poly, for example, has larger rooms and could easily accomidated two ECVs in the same HA room. I know this because we stayed there in December and had an ECV, a wheelchair, and a rented recliner chair all in a single HA room with 5 guests (four adults and one teenage boy)... and it was quite comfortable. None of us felt cramped for space or crowded in that room at all.

To get back on topic, I just wanted to say that one case where you can actually have a room specifically blocked out for you is in the case of HA rooms. Special Reservations takes care of that. They will not tell you which specific room, however, in case they need to make a last minute switch (for reasons that have already been stated in prior posts). Also, the special suites in some resorts are blocked out at the time of reservation... but again, things sometimes happen that are beyond WDWs control and which necessitate bumping a guest to a different location. Connecting rooms are a request only--and while they will try to accomidate, that just is not always possible.

 

[Hopefully]

2 kids under the age of 2 can't stay in a room by themselves.

Disney wouldn't expect 2 kids under 2 to stay in a room by themselves. In this situation what they might expect would be 1 adult and 1 child in one room and second adult and the second child in the second room. Having 2 young children does not guarantee connecting rooms.
The point is as the OP stated, Guaranteed does NOT mean Guarantee.

 

[SoonipiLady]

I think I am confused...I have always been told connecting rooms WERE guaranteed for families. We are a family of 8 (2a &6c) and whether we booked through a TA or Disney directly...it has ALWAYS been a guarentee for famlies.....

and since you have 2 adults, they would expect you and your husband to split up, each taking 3 kids in rooms that COULD be on opposite ends of the resort. This happened to us on our first vacation with family. We had limited adults and lots of kids. We were at CBR requested three double waterview rooms. When we got there, we had 3 King rooms standard view. Not even enough beds for all the people booked (unless my sister slept in the same bed as her 15 SON....ewwwww! AND her 5 year old slept in a pack 'n play). The CM at the front desk was amazed that we were upset since the cost of the rooms were the same for Kings and Doubles waterview?!? . Even after we explained that we had 10 people and 3 beds, he didn't get it....add to that we were in Buildings 23, 56 & 46 and arrived at 11pm didn't help the mood. See map...

The first night we had to make due, (some of the kids on the floor) but they did make it right, by the next night, eventually. The manager also bought us dinner at the restaurant one night, but I think that was basically to keep my mom from going "postal" on him. He must've been Irish and recognized it coming on (I always warn people at the restaurant where I work don't pi** off the Irish Chick!"). When we talked to the manager later he informed us that our reservations weren't even linked in the system. Either our travel agent or the disney rep that she dealt with didn't do it. By the time the ressies got to CBR, they saw them as three separate reservations, totally unrelated.

It was an agrevating way to start our vacation, but it was a valuable lesson learned. I now check with our TA, Disney directly and the resort directly a few days before arrival that the reservations are connected as a group before we arrive. It doesn't always mean we'll get what we request, but we at least get a shot!

Karen

 

[PinkRhombus]

the Guest who finds a mouse in his room and gets comped up to the Presidential Suite,

That's all it takes?

You would think there would be someone there smart enough to see that there are 2 kids on the reservation clearly not old enough to be in a room by themselves.

Well...as much as they are in the stone age technology wise , you can't expect them to have a computer program or whatever written that sorts this out.

 

[katyjeka]

After reading this thread, I'm a little concerned. Our reservation for CS, states, connecting rooms quaranteed. We have 2 adults and 3 children, all under 14, and had to take 2 rooms to stay here. Im beginning to rethink our choice, and maybe will move to a deluxe, where 5 can fit in a room. I was looking forward to privacy for dh and I, and 2 bathrooms, but maybe its to big a risk. Janice

 

[jrt1176]

I just made resevrations for 2 rooms.

I made a few requests. One being connecting rooms. However, since we have 3 adults and only 1 child, the CM said they wll try, but its not guaranteed.

I full understand all this. For the OP, they probably overlooked the ages due to the numbers being equal in your party.

Other than that, I see nothing wrong with anything.

I know I stay in Marriotts a lot and they dont even guarantee I will get 2 Queens!!! They always have them, but its never guaranteed!

 

[kaytieeldr]

Granted I'm sure that's not going to guarantee anything but come on, it's not rocket science to know that 2 kids under the age of 2 can't stay in a room by themselves.

But, again, while it is not NEARLY the ideal situation - one ADULT can stay in one room with one/some children, and the other ADULT can stay in the other room with the remaining child/ren if the room availability situation necessitates it.

Its not really rocket science to block out connecting rooms. I can understand that the issue of the king bed might be difficult, but connecting rooms with toddlers? If disney prints out a confirmation with a guarantee printed on the front then they should honor it. If they can't honor it they should not print it on the confirmation.

Great. Tell us. Complain here. Fine. No problem.

BUT IT'S NOT EVER GOING TO GET FIXED, OR ANY TYPE OF RESPONSE, UNTIL AFFECTED GUESTS INFORM/COMPLAIN TO DISNEY DIRECTLY.

 

[kelma]

a

 

[SueM in MN]

Just posting to correct some slightly misleading info...

The buses can accomidate up to 2 ECVs or Wheelchairs, not just one per. The only time I've seen them limit it to one is if some of the tie downs are broken. That said, I agree that taking the WDW buses with an ECV has not always been a pleasant experience (primarily due to rude guests, not anything the CMs have done wrong). But they can accomidate more than one ECV/WC at a time on the buses (and sometimes will even load more than two, if wheelchairs can be folded).

As for room size & accomidating ECVs... that all depends on which resort you are staying at. Some rooms are far larger than others, and certain HA rooms are configured slightly differently to accomidate the use of ECVs/WCs. The Poly, for example, has larger rooms and could easily accomidated two ECVs in the same HA room. I know this because we stayed there in December and had an ECV, a wheelchair, and a rented recliner chair all in a single HA room with 5 guests (four adults and one teenage boy)... and it was quite comfortable. None of us felt cramped for space or crowded in that room at all.

To get back on topic, I just wanted to say that one case where you can actually have a room specifically blocked out for you is in the case of HA rooms. Special Reservations takes care of that. They will not tell you which specific room, however, in case they need to make a last minute switch (for reasons that have already been stated in prior posts). Also, the special suites in some resorts are blocked out at the time of reservation... but again, things sometimes happen that are beyond WDWs control and which necessitate bumping a guest to a different location. Connecting rooms are a request only--and while they will try to accomidate, that just is not always possible.

Just writing to agree.
Here's a picture of a bus with 2 ECVs on it.

The second is parked just ahead of the other.
Sometimes the driver will have the first ECV on the bus park in the spot right across from the back door. If someone else using an ECV wants to get on at the next bus stop, they may not be able to get past the ECV that is already on the bus. In that case, the person with the 2nd ECV won't be able to get on the bus.

 

[kelma]

I'm NOT accusing/blaming you for anything, but did you let the resort know when you checked in or at any time during the eighteen days that you had a continuing reservation? Were both parts of your reservation for the same level/type of accommodation?

==

Several responses in this thread have indicated that connecting rooms would be guaranteed only when the number of minors (small children) exceed the number of adults.

First, even this scenario would not 100% demand connecting rooms - if necessary (and even in the case of the OP), while it's less than ideal, one adult can stay in one of the rooms with some of the children, while the other adult stays in the other room with the other children.

Second, there have been reports on this forum of SOLO adults traveling with too many minors for one room, who find their parties split between two non-connecting rooms - and those parties would/should have precedence over any part with two+ adults for that room configuration. If it's not available, it's not available.

==

And, the OP states that they request a king/standard connection but did not get it. Isn't a King room a bookable (and more expensive) room category at POFQ? If that is not the room type they eventually got, did they at least get refunded the extra money they paid?

I have to say that I take issue with the "if it's not available, it's not available" statement. If you are "guaranteed" a connecting room, as my dh and our 4 children were for POP last year, then Disney should set aside a connecting room for you. When there are no connecting rooms left, Disney should tell the next person who calls and requires connecting rooms that there are none available so the guest has the option of choosing another resort.

Should any of the scenarios suggested by an earlier poster occur - ie, a guest staying late, etc., THAT guest should be required to move into a non-connecting room and leave one available for the next guest who was GUARANTEED a connecting room when they made their reservation.

I love Disney and we always stay on-site, and we've always had delightful stays, but I don't hold them to any less of a standard that I would at any other resort I choose to stay in - and I can't imagine why anyone would

And, as a family where the children outnumber the adults, I can tell you that being in rooms apart from each other on a vacation that we had planned for a very long time and paid a great deal of money for, would be a little more than "less than ideal". It would mean that my dh and I could spend no time together after our children went to sleep around 8pm (not to mention a myriad of other problems). Does that really sound like a vacation you would choose to take

I'm not asking Disney for special treatment and I'm not demanding anything. I'm simply asking them to honor what they promise (and we did have several CMs promise us connecting rooms) and to be honest up front if it's not something they can provide, so I can make other arrangements so that I might enjoy my vacation as much as you.

 

[fla4fun]

I thought some things like views and location (if it's a Club Level reservation) are guaranteed? For example this August my family and I have a reservation for the Magic Kingdom View, on the Atrium Club Level at the Contemporary. So when we check-in we already know our room will be on the 12th floor and will be getting the Magic Kingdom View, since that's what our confirmation says and what we booked when the reservation was made online through the Walt Disney World website. Anyway I think its fair that's what we should expect when we check-in and nothing less that, plus I am sure anyone else with reservations like that would agree with me.

While I doubt very much that Disney overbooks the club level rooms (which causes most of the room type and resort issues), you are always subject to the same maintenance risks as every other room type.

For example, with the club level being on the top floor of CR, say it's hurricane season (which it will be in August) and the week before you arrive, there is a storm with a lot of damage to the roof. Maybe there are broken windows. holes in the roof, and a lot of water damage to the rooms that makes them unoccupiable until repaired. Being August, it may be busy property wide, so there may or may not be any other club level rooms available at any other Disney resorts. So you might be faced with a choice of a non-club level room or a room at another resort altogether. As another poster said, they can't give you a room if there's no room to be given.

I'm not saying it's likely to happen, but there is always that small chance. That's why "Acts of God" are usually included in the fine print of contracts.

 

[lookingforward]

But, again, while it is not NEARLY the ideal situation - one ADULT can stay in one room with one/some children, and the other ADULT can stay in the other room with the remaining child/ren if the room availability situation necessitates it.

Great. Tell us. Complain here. Fine. No problem.

BUT IT'S NOT EVER GOING TO GET FIXED, OR ANY TYPE OF RESPONSE, UNTIL AFFECTED GUESTS INFORM/COMPLAIN TO DISNEY DIRECTLY.

Ah, yea, thats the point. You have it in writing and its not too difficult to write a letter or talk to management at the hotel in question. When something is "guaranteed" the consumer has the expectation that its a done deal. Of course, if a water pipe bursts or some other unusual occurance they can only do what they can do, but it seems like this guarantee is printed for many and it holds no real meaning. And this board is designed to discuss the good and the bad about disney, once a problem is identified as ongoing (as is the case with this) and not an anomoly then the "complainer" can add that to their complaint. There is power in numbers and information, even negative info.

 

[minnie61650]

I am so sorry the Op had a poblem. That is why I try warn my fellow DIS'ners that "Guarantee doesn"t meen guaranteed! "

The same thing happened to us some years ago.
I always reccomend getting a a suite instead. If they still choose connecting plans I advise that they have a back up plan if the Guaranteed connecting rooms are not availble upon checkin.

 

[minnie61650]

I think I am confused...I have always been told connecting rooms WERE guaranteed for families. We are a family of 8 (2a &6c) and whether we booked through a TA or Disney directly...it has ALWAYS been a guarentee for famlies.....

We were a family of 6 and did not get connecting rooms at CBR.

When a guest asks for connecting rooms WDW takes 2 rooms out of the inventory but NOT two connecting rooms.
They either assign the rooms 2 or 3 days aheard of time or wait until the guest checks in and the CM at the front desk needs to try to find connecting rooms for that guest. Once in great while connecting rooms are not available because other guests were already given the connecting rooms or some the rooms which connect were "blocked out" for handicapped guests.

When a guest books a Handicapped room special services is called and a room is actually assigned and blocked out during that phone call for the guest needing the Handicapped room.

If WDW would block out connecting rooms the same way they block rooms for the handicapped then the problem of overbooking the connecting rooms would be almost nil. (Only if set of connecting rooms needed to be taken out inventory because a room flooded or some sort of emergency took place).

Until WDW starts booking connecting as a special category I would make back up plans. I just do not want another family to plan on connecting rooms and have their plans destroyed like what happened to my family.

We managed having 2 rooms that did not connect but that vacation was not the one we were looking forward to.

Just my 2 cents.

 

[CleveRocks]

We had king/queen connecting rooms at POFQ once.

... except that POFQ doesn't have any queen size beds.

 

[EnnEss]

the issue is accomadating guests and costs. If they are to gurantee rooms it would mean many rooms would sit empty. Just think about it, there are say 1000 rooms, but x number are this and x are that and x connect and each person is staying for a certain amount of time, all different.

It sucks, but if they guranteed rooms I would think at least 10 percent of inventory would be unusable most nights due to conflicts, if not more and prices would go up.

If you really really need something then you have to be able to move part way through yoru vacation or something else. Otherwise they have multipe room rentals available at DVC.

It is really stupid the disney TAs dont tell you this. They are not trustworthy, I notice this on many occasions.

 

[itchin2go]

Boy, some of you were a bit harsh to the OP. I have been going to disney for years and was always told that the only way they can guarantee connecting rooms was if children were in the family group. And quite frankly I would not expect the average disney visitor to see "connecting rooms guar" on the ressie and KNOW that a guarantee is not "really" a guarantee.

Its not really rocket science to block out connecting rooms. I can understand that the issue of the king bed might be difficult, but connecting rooms with toddlers? If disney prints out a confirmation with a guarantee printed on the front then they should honor it. If they can't honor it they should not print it on the confirmation. I love disney as much as anyone but it always amazes me how some posters refuse to find any fault with the company, under any circumstances.

I'm with you. If they can't honor it, they should NOT take my $$$ for two rooms and they should explain the situation clearly, so I CAN make alternate arrangements if I so desire.

We are a family that could fit in one room. We CHOSE to book 2 connecting rooms for the extra space and so that my husband and I can stay up, have a glass of wine, watch tv after my daughter's bedtime. If we can't get 2 connecting rooms, they may as well just put us in one room.

 

[kaytieeldr]

When there are no connecting rooms left, Disney should tell the next person who calls and requires connecting rooms

But with Disney resort rooms, it's seldom a matter immediate access. Think about it - despite the frequent "Rooms available tonight" signs on the road to the Magic Kingdom, how many people actually decide THAT DAY to stay at a Disney resort that night?

There are people on this forum already asking about making reservations for 2010; Disney is accepting reservations 500 days in advance, I think. Can YOU predict the mechanical/physical condition of every room in your house a year and a half from now? Apply that to Disney's 20,000-plus rooms.

Sure, RIGHT NOW they have plenty of sets of connecting rooms available in April 2010. I'm sure at least SOME of the 'guarantee' takes into account Guests who change or cancel their plans. Some airline tickets do, yet nobody's blasting them.

If we expect Disney to honor 'guaranteed' requests, shouldn't Disney be within its rights to expect us to pay for those rooms - which they theoretically blocked for us, preventing other Guests from reserving so-called 'guaranteed' connecting rooms - even if we cancel the reservation? No? Why not? If I reserve connecting rooms today for a 9/1 check-in, and it was truly possible to guarantee, and that was the last pair of connecting rooms onsite, then you couldn't tomorrow, then I cancel my reservation August 20 - how is that reasonable?

What if the 'guaranteed' Guest's plans change? The party make-up changes, or some people don't go, or instead of two adults and four kids they end up with (because, oh, they forgot that the triplets turn eighteen in July) five adults and one child?

I love Disney and we always stay on-site, and we've always had delightful stays, but I don't hold them to any less of a standard that I would at any other resort I choose to stay in - and I can't imagine why anyone would

Let me check with my hotel-industy buds. I have the training, but not the recent experience.

And, as a family where the children outnumber the adults, I can tell you that being in rooms apart from each other on a vacation that we had planned for a very long time and paid a great deal of money for, would be a little more than "less than ideal". It would mean that my dh and I could spend no time together after our children went to sleep around 8pm (not to mention a myriad of other problems). Does that really sound like a vacation you would choose to take

I'm not going to use any word or phrase that violates DIS guidelines. "Less than ideal" is sufficient. If connecting rooms are mandatory/vital, Disney DOES offer some - granted, potentially expensive - options, including Family Suites, Fort Wilderness Cabins, Disney Vacation Club properties, and actual suites at some of the resorts.

I'm going to try this again: Complain as much as you want in this thread - BUT UNTIL PEOPLE ADDRESS DISNEY DIRECTLY ABOUT THE PROBLEM, they will not fix something they do not consider "broken".

All the posters in this thread who are upset about not having gotten connecting rooms despite being "guaranteed" and can prove that configuration was guaranteed - vs. being told, even by several CMs on the phone (who, remember, if they're in reservations have probably never even been to WDW, or at least have never stayed in a Disney resort) - should be addressing the issue with Disney.

Posters concerned with the future potential problem can write as well, but "I'm afraid this may happen to me" isn't going to get the same response, result, or action.

 

[itchin2go]

I have a question. We check in 2 days from now, supposedly in guaranteed connecting rooms. What, if anything, can I do now to maximize my chances of this actually being the case? Call CRO or AKL and double-check that the powers-that-be are aware of the request on the reservation?

 

[kaytieeldr]

Call CRO. Call the Call Center you think is really the AKL switchboard. Express your need to both Cast Members. Reiterate it when you check in. Try to check in early. Be willing to wait for connecting rooms to become available. But please understand: If there are no connecting rooms available, you cannot be assigned to connecting rooms.

Let me check with my hotel-industry buds. I have the training, but not the recent experience.

(yes, I'm quoting myself): Okay, I spoke with one person today who works for a well-known (but I don't think mentioned in this thread) hotel chain who said, "Everything is a request". They cannot assign you to a room situation they do not have available when (i.e. the day, or possibly the time) you check in. Things happen. They try = but they can't create a situation that doesn't exist.

We discussed connecting rooms. Examples he gave me in addition to those mentioned here are natural or medical emergencies. You may have so-called 'guaranteed' connecting rooms for weeks - but if, just before you arrive, a natural disaster (like, oh, I dunno - a hurricane or tornado) occurs that requires moving thousands of people out of their homes and into a safe area, and some of those people end up at Disney resorts, and some of them get connecting rooms either because they need them due to family size/make-up, or they just happen to get assigned to rooms which connect to other rooms... WHO should uproot those folks yet again, forcing them to move out of the connecting rooms YOU* expected?

Same thing in the case of a medical situation. Surely many of you have seen the threads about 'a virus going around' at Walt Disney World. Is it truly reasonable for an ill Guest who is too sick to travel, and so needs the room a couple of extra nights but happens to be in a connecting room to be expected to move? Would any of you even WANT that room?


*General "you" - not addressing any person in particular.