HA room-what a difference the CMs make!

[Simba's Mom]

Two years ago, we were unknowingly assigned a HA room at VWL, and the response was a cold "Well of course you'll have to pay the room change fee". Well, we got a HA room again at OKW, and what a difference in the response! When I called to say we had only a roll-in shower and needed a tub, the CM appologized "profusely" (her words) twice, that the room was mismarked, and they'd change our room right away. Also, there was never any mention of that room change fee. Within 1/2 hour we were settled in to our new room, thinking "What a difference the attitude of CMs make". OKW certainly seems to understand "customer service", in our experience.

 

[PKS44]

This is a pet peeve of mine (I just got stuck in a HA room this weekend at a hotel in Kansas with no other rooms available--and it just re-emphasized for me all that I do not like about HA rooms--the shower floods the whole bathroom, the shower spray is on a lousy hand held nozzle thing...limited counter space---the sort of thing that if you found it in every room you would not want to stay in that hotel again....) WHY WHY WHY can they not inform you WHEN YOU ARE CHECKING IN that you are getting a HA room? They have to know this...and yet they just sort of try to slip it past you...at least at the hotel in Kansas they informed me on checking in---"sir, I do have a room for you, but it is Handicapped Accessible, will that be okay?" Since I was desparate of course it was but at least they asked....that DVC and Disney and most other hotels I have visited do not even tell you reveals BAD SERVICE--BAD TRAINING. This needs to be addressed industry wide.

Please no flames from those who are going to say how I should be grateful I am not handicapped, etc....I am paying top dollar for a certain level of service-PERIOD. If I were handicapped I would still want the best level of service I could get, too. This is about service provided to me, not about my level of function.... When you are not handicapped, having a handicapped room assigned to you and in what I consider a surreptitious way, is not the best service.

Paul

 

[geffric]

last summer we got assigned a HA room at OKw, we walked in and noticed that things looked different. Not until I went into the bathroom did it hit me that this was a HA room. Told the kids not to touch anything!! Called CM imediately and explained that we wanted to leave this HA room for someone who would need it and since we didn't could we please be assigned one that was not HA.. They told us too bad.. no other rooms available and if we change that they would charge..

We were okay for the week... but I had them note in my record no HA please.

 

[rocketriter]

It seems that you should always specify things like non-HA (or HA) and non-smoking (or smoking) when you make your reservations, and review those requests with the CM during check-in. If you turn down a room at that time, they won't charge you to room change fee, but you're liable for the fee from the moment your door key first enters that door lock. Fix things up front. And if it means you have to wait longer, well, that's what cellular phones are for. Go have fun, and call back at the time they suggest.

 

[JudithM]

Originally posted by Simba's Mom
Well, we got a HA room again at OKW, and what a difference in the response! When I called to say we had only a roll-in shower and needed a tub, the CM appologized "profusely" (her words) twice, that the room was mismarked, and they'd change our room right away. Also, there was never any mention of that room change fee. Within 1/2 hour we were settled in to our new room, thinking "What a difference the attitude of CMs make". OKW certainly seems to understand "customer service", in our experience.

Just curious ... what building, room & view did you end up with for your last night at OKW? Hopefully it wasn't Southpoint again .

Also, you want to be a Disney guest, not a Disney customer !

 

[Simba's Mom]

No-finally got to see a "different view" of OKW. Building 23 had the HA studio, ended up in 38. That studio was next to air conditioning units and it was a long walk to the bus stop, but that's OK-at least we got to see OKW from a different area.

 

[vernon]

If you turn down a room at that time, they won't charge you to room change fee, but you're liable for the fee from the moment your door key first enters that door lock.

I'm not sure that is correct, the responsibility in this situation is for the CMs to inform you that you are receiving a "non standard room" not on the guest to go through all the multitude of possibilities of room specs. I believe if you inform the management immediately you enter a room that it is unsuitable for your group, that you weren't told of this particular set up and you leave the room immediately then they should not charge you for any change. IMHO the "charge" is usually mentioned because the CM concerned doesn't want to do the work to reassign you or because they are short on rooms and know that sooner or later they'll have to foist this room on someone.

 

[Pa@okw95]

This has got to stop. HA rooms should not be given to people if they do not ask for them.

 

[vernon]

This has got to stop. HA rooms should not be given to people if they do not ask for them

Kinda hard if the resort is fully booked but no one requiring HA is coming that week. Considering that some people do object ( me included) and some don't, I think the correct course should be that the front desk inform guests when they check in and if they have a big objection change them. If you're very late checking in and that's all that's left, unlucky. I would say that the front desks could get round potential problems when they know the resort is fully booked by offering people checking in way before the official check in time the option of a HA room at say midday or a regular room after 4.00. IMHO they would get rid of a fair number of the HA rooms that way without any arguments. IMHO many guests when turning up before midday, if offered the option, would jump at the chance of getting their room early even if it meant it was HA, thereby turning a situation where you produce an unhappy guest into one that thinks the CM's have gone the extra yard for them. It's all in the presentation.

 

[JudithM]

Originally posted by Simba's Mom
No-finally got to see a "different view" of OKW. Building 23 had the HA studio, ended up in 38. That studio was next to air conditioning units and it was a long walk to the bus stop, but that's OK-at least we got to see OKW from a different area.

Was your studio in building 38 a room without a window? If so, we saw that room earlier in the week. The member staying there was one of the people we hung out with at MH! It was an interesting room without a window.

 

[PKS44]

Originally posted by vernon
....It's all in the presentation.

which gets back to my original comment--BAD TRAINING...good training would make the presentation better.

Paul

 

[Lexxiefern]

Yes, we have gotten into the habit of asking when checking in if the room is handicapped (this really only matters when we stay in studios).

I do agree that they should inform you at checkin if the room is HA.

Simba's Mom, glad you were able to resolve the situation pleasantly.

 

[DisneyMeMa]

I'll go one step more. I would like to know when I make our reservations that I would be gettting HA accommodations. Just as they know how many studios, one bedrooms, etc. they should know how many of those are HA. Please, just let the choice be mine. Maybe I would select a different resort, different size unit, or maybe change dates so as to not get a HA unit. I always state when making our reservations I want non smoking and non HA. Sometimes it is noted on our reservation confirmation and sometimes not. Unfortunately, when you are checking in, you often get what you get, and that's it. We had a terrific experience checking-in at OKW a little before noon on Sunday, 5/23/04. We were given our choice of rooms. As we considered each choice, my DH confirmed each was non smoking and non HA, and all that we were offered were.

 

[devin914]

I agree with you all......the front desk knows what type of room you are going into and should notify you before you get there.

DisneyMeMa.......when you make your reservation, MS does not know what room you are going into.....or at least they didn't used to when I worked there. The Front Desk assigns the rooms a few days before arrival or even sometimes during arrival. Unfortunately, this means that the responsiblity lies with the front desk CM in informing you of what type of room is available. My suggestion is...if you don't want a HA room...have MS request that on your reservation.


Of course......with a smile......we would be happy to request that, but cannot guarantee it.....smile, smile.

 

[Val]

We just had a similar problem with the Sheraton in Boston (NOT DVC in oh, so many ways). Travelling with 4 kids- need two 2-queen bed rooms, adjoining or connecting. All of this (the kids, the bed request) stated on reservation, also that would be arriving LATE. Get there- room assignment is two king rooms, both HA on the 9th and 21st floor in different towers- oh, and because they were HA, a roll away bed won't fit! Notice that this is a bed for 4 people, not 6 (I love my children dearly, but didn't want to get too close to them on this trip!).

Now for the staff training issue: The check in staffperson tells us to just put the 4 kids in one bed in one room and take the other for us (remember these are 12 floors apart in different towers- and our kids are DDs 16, 12,and 6, and DS 8). When I inform her this is illegal (and you thought leaving your kids in a DVC childcare started a debate!) she whispers that she won't tell anyone, it will just be our little secret. Now, if I had intended to do this for even a moment, can you even IMAGINE all 4 kids (especially the 16 year old) in one king bed? I can only imagine the occupancy debate that this would start!

Needless to say, after 1 hour of demanding that at minimum we have enough beds for 6 people listed on the reservation, the manager found us two connecting rooms on the concierge floor (now I am hearing the voices of the evil upgrade debate!) I did leave a nice note about the courtesy from the manager - but suggested that hotel staff might want to brush up on child-protective services law!

We leave for BWV in 9 days- it HAS to be better than this!

 

[wildcatwmn]

My question is, why didn't they give you those rooms in the first place, without having to negotiate for an hour? You had guaranteed late arrival, you had SIX people, and those were the only empty rooms. It is HIGHLY unlikely that someone is going to show up at 10:00 as a walk-in customer off the street looking to pay rack rate on a concierge room. They had nothing to lose... other than your business.

If I could answer these questions....

 

[jeniamt]

Yikes, does this ever happen at BCV's (we are staying in a 2 bedroom villa)? This would be devistating for us as we are traveling with small children who only take baths.

Thanks, Jen

 

[pmcpmc]

in the same way as those that go the extra mile by making it known to management ,except for a different reason.

 

[Daydreamin]

It needs to be noted that the HA rooms are beautiful rooms, just set up a bit different causing some issues with regards to storage, baths in studios, chairs and deck/porch accessibility.

Simba's Mom - You're absolutely right when you state that CM's make the difference. If you're told up front, you have the option to say yes or no (if other rooms are available). This is obviously a NON PREFERRED room assignment for many people that if the front desk handled it appropriately at the start, life would be easier for everyone. I think that is why I continue to struggle with why it continues to NOT be a standard part of front desk communication when a HA room is assigned at ANY resort/hotel (Disney or otherwise). Surprise once you open the door and find HA features causes more people to be upset than if it was addressed tactfully up front at the desk.

What words we chose to use when asking/discussing HA room assignments or requesting a change make all the difference in the world too as to the reaction of CM/Front desk personnel. For all me, I always request a NON-SMOKING and NON HA room, verify that it is on my confirmation and then ask at the desk before the room is assigned. Always be wary of 1st floor accomodations that have 2 peep holes when you get to your room.

Jeniamt - It happens at all resorts including BCV. The issue of not having a tub is when you book a studio as the larger accomodations all have a jacuzzi. You may want to ask though as there are other possible differences in the number of chairs, deck access and storage/drawers in the kitchen/bathroom.

 

[crisi]

Originally posted by jeniamt
Yikes, does this ever happen at BCV's (we are staying in a 2 bedroom villa)? This would be devistating for us as we are traveling with small children who only take baths.

Thanks, Jen

Its not. You still have the jaccuzzi bath in the master bathroom, you are just missing one in the 2nd bedroom. We had a HA room for our first trip and it was fine, not ideal, but manageable. Some things took some getting used to (figuring out the shower - extra towels - this is one time the towel police are not likely to come after you for borrow a few from the pool - pointing the shower head towards the wall and not at the curtain). The stove top apparently sits lower (we didn't notice), but the burners pop out easily (ours were popped out - I now suspect by a previous occupant keeping small hands from a hot stove). No barstools. And the light switches sit lower - so if you kid is at the play with light switches age, you may be in for a vacation that feels like a disco (we were past that stage with ours). We had plenty of counter space in our two bedroom (I haven't quite figured it out - HA studios are short counter space?) But the way some folks carry on, you'd think DVC put them in a pup tent in the everglades with a coffee can for a potty. I can see not wanting small kids in a studio (no bathtub at all), that would have been less manageable.

I figure a few things about HA rooms - they have to have them by law, and they have to have more than get reasonably booked by people who need them. So its either they sit empty or someone uses them. It isn't cost effective for them to sit empty. Like the dumpster view at VWL or the small closet rooms at BCV, someone has to get them - must have been my turn. And it reminds me how lucky I am that no one in my party requires the accomodation.

But I agree, CM attitude makes a difference.