Halfway through trip and SO disappointed...UPDATE: Post #60

[kristenrice]

We arrived at AKV-Jambo on Easter Sunday for my parents' first visit to the resort. We had two studios booked, a standard for them and a savanna-view for us. The CM at check in told us that OURS was ready but my parents' room was not. I was surprised since this was at 9am. I sent DH up to our room with the keys while I helped my parents finish checking in. He returned about 10 minutes later with a sour look on his face. Apparently, he tried the key repeatedly...until someone ANSWERED THE DOOR! I went back to the front desk and the CM was so apologetic and embarrassed. Apparently, she'd gotten the rooms mixed up. OURS was ready, but she told us it was my parents'. OOPS! (I told her that my DH is a police officer and he is used to people being surprised to find him at their door.) It all worked out. We enjoyed our two-night stay at Jambo and we were looking forward to moving into our 2BR at Kidani.

I came over to Kidani this morning at about 9:30am to check in. It was the same CM from Jambo that checked us in on Sunday! She told me that our room was not ready and they would send us a text. We went off to Epcot for the day and had a great time! My parents returned via bus to Kidani, while DH and I took the kids on Spaceship Earth. We then drove the car back and stopped at Jambo to burn up our last CS credit at Mara. While I waited for DH, my dad called and asked me why their room had two beds in it. What!? I specifically booked a lock-off (and I was told that it was a confirmed booking category, not a request) and had my confirmation to prove it. I told them not to unpack and I would talk to the front desk. The CM was somewhat understanding but very apologetic. He admitted that the ball was dropped on their end and that I was in the right. He also went on to tell me that there were no lock-offs currently available. He offered to move us into a lock-off tomorrow. This did not sit well with me or the parents since we'd just finished packing everything up to move. We don't really want to repeat the process tomorrow AND be without a room for up to 5 hours on our non-park day. I told the CM that I would go up to the room and discuss it and he offered to call me in 30 minutes.

When I got up to the room, my disappointment worsened. We'd not only been given a dedicated 2BR, but it was also a handicap-accessible room. The bathroom in the second bedroom has a slider door that doesn't lock. Definitely not something we want with a 4 and 6 year old. DH and I were looking forward to the master bedroom (with the kids in the living room) so we could finally have our own space. My parents tend to get up earlier and wanted access to the coffee maker and fridge, which they would have had in the lock-off. My parents offered to take the second bedroom, but my dad found that there is no internet access in there. Being a computer programmer, he needs the HSIA to check in on his business. Although I REALLY do not like the HA room, I would write it off to bad luck of the draw, but since it is not the room we reserved, I am pretty upset about the whole thing.

When the CM called, he apologized again and told me that the best they could do was move us tomorrow. They would put our "new" room at the top of the list to be cleaned, and put a "rush" on it, but that could still mean that it could be 3pm before we get in. This totally messes up our plans for tomorrow. My friend and her two DD's (same ages as my DD's) are in FL and she is stopping over tomorrow for a "surprise" visit. We are planning on hanging out in the room and at the pool, since they do not have park tickets. Now, I won't be able to tell her what room to go to...heck...we might not even HAVE a room since she is planning on arriving at noon.

We were not offered anything but apologies as compensation. Well, the CM wondered if they could bring us any extra pillows but I don't really see how that remedies anything. I voiced the concern about having Bell Services come up in the morning and retrieve our luggage for storage (costing us a tip of at least $10 for our 12 bags) and then deliver them again to our new room (for another $10 tip) and the CM told me that it is ok if I don't tip them. Huh? Why should we stiff the bell staff because the room assigners screwed up? But, I also don't see why we should have to fork out additional funds either. Ugghh!! I am a little frustrated by this whole thing.

Other than this, our trip has been awesome! The weather has been terrific and the parks have been much less crowded than we anticipated.

 

[briarwolf]

What a bummer. I am so sorry you are having so many issues with your rooms. I really hope it gets better for you!

 

[Tara]

I'm sorry to hear you are having such a hard time with your room. It's unfortunate that such a mistake was made at a time when the resort is so busy that there are no real options for you. I hope your room is ready early tomorrow.

My Kidani experience was quite different - I'm shocked at how it compares, really. At 3:55 on our arrival day I went to the desk with my girlfriends to see if our room was ready and it wasn't. They offered me another room but it was at the end of the building and the one we'd been assigned was in a great spot, so I said I'd just wait - they told me it would be another 15-20 minutes or so. No problem, I said we'd just chill out in the lobby. In a few minutes, a CM (maybe a manager?) wakled over and said she was so sorry for our inconvenience (what inconvenience? check-in isn't until 4pm and we definitely didn't complain or even act put out). She said our room was being inspected and would be ready momentarily, and a $100 credit was being applied to our room account.

I'd suggest that you talk to a manager to express your disappointment at the mistake in your room assignment.

 

[robinb]

I'm sorry that you were put in a dedicated handicapped 2-BR instead of a non-HA lock-off and that you are disappointed in it. Personally, I would not move. Moving is far worse of a PITB than just staying in the room and dealing with it. FWIW, I don't think there is a "lock-off" booking category. As many will tell you here: a request is just a request and someone has to get the HA room when the resort is sold out. You drew the unlucky straw this time. I have drawn the unlucky straw in the past ... twice.

I admit that I don't follow some of your problems with the room. What does the non-locking bathroom door have to do with the kids? How is that a problem? And I also don't get the internet access problem. I thought that all access points were in the living room and not the bedroom. An easy solution for that is to purchase a wireless router and your father can have access anywhere in the unit.

I hope that things work out for you, but I am sorry to say that I don't think you deserve compensation. It is your decision to change rooms.

 

[Dizny Dad]

Geeze Louise

 

[Tara]

And I also don't get the internet access problem. I thought that all access points were in the living room and not the bedroom. An easy solution for that is to purchase a wireless router and your father can have access anywhere in the unit.

I'm pretty certain there are no access points in the living area. AFAIK, there is one in the master bedroom and one in the 2nd bedroom, but I've heard many reports of the 2nd bedroom jack not being "hot."

 

[robinb]

I'm pretty certain there are no access points in the living area. AFAIK, there is one in the master bedroom and one in the 2nd bedroom, but I've heard many reports of the 2nd bedroom jack not being "hot."

Ah ... well that does stink. A wireless router costs about $35 and will solve that problem. I would buy it if only so I could have my king size bed!

 

[Tara]

FWIW, I don't think there is a "lock-off" booking category.

And there are definitely booking categories for lock-offs versus dedicated 2BRs. Having had to choose which categories to waitlist makes this painfully obvious since you can only have 2 waitlists and at some resorts there are so many categories and each waitlist must be specified down to dedicated/lockoff.

I can't confirm there is a lock-off category for AKV Kidani, but I can say that there is definitely a dedicated category, so it only makes sense that there's a lock-off category.

 

[KAT4DISNEY]

I'm sorry that you were put in a dedicated handicapped 2-BR instead of a non-HA lock-off and that you are disappointed in it. Personally, I would not move. Moving is far worse of a PITB than just staying in the room and dealing with it. FWIW, I don't think there is a "lock-off" booking category. As many will tell you here: a request is just a request and someone has to get the HA room when the resort is sold out. You drew the unlucky straw this time. I have drawn the unlucky straw in the past ... twice.

OP is correct and the 2BR lockoff is a booking category - not a request.

And for what it's worth I just continue to be befuddled by the decision to place the internet access in the master bedroom. And especially if there is only one in the entire dedicated 2BR.

 

[Silly Little Pixie]

I can't confirm there is a lock-off category for AKV Kidani, but I can say that there is definitely a dedicated category, so it only makes sense that there's a lock-off category.

Well, when I called MS to make my AKV-Kidani reservation, I was asked whether I wanted the lock-off or dedicated. I requested dedicated. It was on my booking confirmation that was mailed to me as well as on the website.

OP, did your confirmation say 2 bedroom lock-off? Just curious. Hopefully there are actually both categories, as on a future trip I might want the lock-off. I totally see why your parents would prefer the lock off for coffee, etc. so as not to wake the little ones.

I hope you got your room situation worked out!! IIWY I'd move. The other room really doesn't sound like it's working for your family needs. Nothing wrong with that.

 

[Tara]

Ah ... well that does stink. A wireless router costs about $35 and will solve that problem. I would buy it if only so I could have my king size bed!

Well, this is why we have an Apple Airport Express in our Owner's Locker...

 

[Princess&CowboyMommy]

I'm so sorry

What time did your parents get back from the park?? Was it late, like after 5-6pm?

not necessarily to the OP, but to anyone - do the HA rooms still have the tub in the master bath??

 

[jmhillrph]

We had a similar frustrating experience a couple of years ago at our home resort BCV-- we had booked a dedicated 2br at 11 months out but checked in relatively late after a miserable drive (bad weather, end of Thanksgiving traffic, lots of wrecks) and were was given a lock-off instead. the staff initially attempted to indicate room category wasn't guaranteed but when I continued to challenge that (or as I recollect, when my wife continued to challenge that) they finally admitted they had made a mistake. We did accept a move the next day although in hindsight we would have been better off staying put. We wasted a lot of time getting moved-- it bordered on comically ridiculous-- when we finally got our new assignment the bell staff couldn't find the room-- it was during a renovation period and part of the villas/hallways were closed off. I'm sorry that you made me remember all that.

They did at least-- and this is why I responded to your post-- "refund" our points for the 1 night in which they botched our assignment. Despite the bad start, of course, we had a wondeful trip and I trust you will too!!

 

[Inkmahm]

The two bedrooms are definitely booking categories and not requests at Kidani. We just stayed in a 2 bedroom dedicated last month when we needed the two beds in the second room. In December, I have booked a 2 bedroom lockoff for us and my inlaws so that they will have a bed and a couch in their room instead of two beds. I had booked a dedicated originally and then called MS back to change it to a lock off.

OP- I would also complain to the manager that you did not receive the room you had booked. While many people may have looked at the dedicated as being better than the lock off, you don't see it that way. You should have received the room that you booked.

 

[wildernessDad]

They must be full up if they are having room availability issues at Kidani.

 

[DenLo]

Speak to a manager about what sort of compensation you could receive. And if it is important, move to a lock off.

As far as getting a HA room, that happens. If Disney has more HA rooms than handicapped guests those rooms are assigned to other guests. I wouldn't want one either but what can you do? Add to your remarks on your reservation that under no circumstances do I want a HA room? I'd worry that they'd misread it and give me a HA room.

I have to admit that I have wondered when I see posts on these boards that when they checked in their room wasn't ready but if they wanted they could get into this other room instead and often its a lock off versus dedicated or vice versa. Does that mean the CM is giving someone's room, like in to your case a lock off versus a dedicated? If the resort is booked, then someone down the road doesn't get what they want.

 

[robinb]

Thanks for setting me straight on the whole dedicated 2-BR thing .

Since the dedicated 2BR is generally considered more desirable, I wonder if the booking categories are essentially "dedicated guaranteed" and "run of house" instead of "dedicated" and "lock-off". What does it say on the confirmation? If the OP's confirmation says "lock-off" then they absolutely deserve compensation. Even if it doesn't say "lock-off" some compensation may be in order since there seems to be confusion as to the true booking category and MS may be adding to the confusion. Do they really ask if you want a "dedicated" or a "lock-off" or if you just want a "dedicated"?

 

[kristenrice]

Thanks for setting me straight on the whole dedicated 2-BR thing .

Since the dedicated 2BR is generally considered more desirable, I wonder if the booking categories are essentially "dedicated guaranteed" and "run of house" instead of "dedicated" and "lock-off". What does it say on the confirmation? If the OP's confirmation says "lock-off" then they absolutely deserve compensation. Even if it doesn't say "lock-off" some compensation may be in order since there seems to be confusion as to the true booking category and MS may be adding to the confusion. Do they really ask if you want a "dedicated" or a "lock-off" or if you just want a "dedicated"?

Our reservation says 2BR L/O Std Kidani so it is DEFINITELY a guaranteed lock-out...the CM at the front desk ADMITTED that I had booked it correctly and that the error was on their end.

We arrived at the room (parents about 30 minutes before us) at about 8:30pm so I figured that all of the rooms had been assigned for the day. Right now, mom and dad have all of their styuff packed up waiting by the door. Once DH rolls his bones out of bed and DD4 gets ready, we'll call Bell Services and have them get our luggage.

I knew that the HA was the luck of the draw and that it was a possibility that we could get one. I liken it to booking the value category and getting the pool view instead of the savanna. Sure, I'd prefer a non-HA room, but in that case, I take what I get. In the case of the L/O vs. dedicated, I want what I booked.

Thanks for all the advice! Me, dad and DD6 are enroute to Johari right now to get some drinks and I will be stopping at the desk to talk to a manager.

 

[sjs314]

Wow your story makes me nervous about my upcoming trip. I am surprised you were not compensated for your troubles. Once at the YC our room was not ready even after we went to Beaches and Cream to eat and over to Epcot, so the CM upgraded us to a conciere room, no cost to us for our entire stay

 

[robinb]

Our reservation says 2BR L/O Std Kidani so it is DEFINITELY a guaranteed lock-out...the CM at the front desk ADMITTED that I had booked it correctly and that the error was on their end.

We arrived at the room (parents about 30 minutes before us) at about 8:30pm so I figured that all of the rooms had been assigned for the day. Right now, mom and dad have all of their styuff packed up waiting by the door. Once DH rolls his bones out of bed and DD4 gets ready, we'll call Bell Services and have them get our luggage.

My bet is that someone was a squeaky wheel about getting the HA room and they swapped your room for theirs. Since your lock off was definitely a booking category you deserve, at the very least, your points for the night back. I would also ask for a monetary credit to your room since you have been inconvenienced by moving to your correct room category. Maybe dinner for everyone?