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

[disneynutz]

Contact DVC Member Satisfaction at: dvcmembersatisfactionteam@disneyvacationclub.com

Include your Member # and phone # with your comments.

Bill

 

[Snurk71]

A little off topic, but related...

In a case like this where Disney admits they goofed (stuff happens) and they offer to move you into what you were supposed to be in the next day - I would suggest/demand politely that my check out time to move would not be 11:00, but will be when my correct room is ready. That would at least make the move process a little smoother than putting your bags into storage and being a king without a castle for part of the day - you could move direclty from room1 to room2. It would stink breaking up a park day. But it might be worth it.

Just a thought...

 

[kristenrice]

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?

I agree that I think we are "entitled" to some sort of compensation for our extreme inconvenience, but so far, nothing has been offered and I don't know how to tactfully ask.

I went to the front desk and asked to speak to a manager about some issues we are having with our room that have not yet been resolved to my satisfaction. The CM asked what the issue was and I told her. She went in the back and returned with the same story: "We don't have a L/O room to put you in right now." I also was told that in order to accept the new room, I must vacate my current room. It makes sense, but it irked me that they specifically pointed out the inconvenience that I would need to go through....again.

Would calling DVC member satisfaction do any good? I never did get to speak to a manager here and I really do not want to escalate the situation. I don't want to be a squeaky wheel, but I really do not appreciate the hoops I've had to jump through just to get the room I booked.

 

[dianeschlicht]

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?

I'm guessing you are right about that! Still no excuse though.

 

[robinb]

I agree that I think we are "entitled" to some sort of compensation for our extreme inconvenience, but so far, nothing has been offered and I don't know how to tactfully ask.

I went to the front desk and asked to speak to a manager about some issues we are having with our room that have not yet been resolved to my satisfaction. The CM asked what the issue was and I told her. She went in the back and returned with the same story: "We don't have a L/O room to put you in right now." I also was told that in order to accept the new room, I must vacate my current room. It makes sense, but it irked me that they specifically pointed out the inconvenience that I would need to go through....again.

Would calling DVC member satisfaction do any good? I never did get to speak to a manager here and I really do not want to escalate the situation. I don't want to be a squeaky wheel, but I really do not appreciate the hoops I've had to jump through just to get the room I booked.

They are ducking you and hoping that you will go away. Don't give them the satisfaction. Insist that you speak to the manager in person. You don't have to be tactful, just be polite but firm. Know what you want from them and ask for it directly. You will want your points back for your first night for Disney's mistake. Then, I would ask for the something for inconvenience of having to mess with the whole thing, not being able to go to the parks early, not being able to settle into your room, re-packing, moving out and moving back into the new room. Fair compensation would be either lunch/dinner or allowing you to stay in your current room until the new room is ready.

 

[Checkers]

So sorry to hear of your troubles. I hope you are able to resolve them to your satisfaction and have a wonderful vacation.

 

[dzorn]

The very minimum is letting you stay in a room until the next one is ready. Sorry it is not working out.

Denise in MI

 

[marynvince]

A little off topic, but related...

In a case like this where Disney admits they goofed (stuff happens) and they offer to move you into what you were supposed to be in the next day - I would suggest/demand politely that my check out time to move would not be 11:00, but will be when my correct room is ready. That would at least make the move process a little smoother than putting your bags into storage and being a king without a castle for part of the day - you could move direclty from room1 to room2. It would stink breaking up a park day. But it might be worth it.

Just a thought...

who will have to wait extra long to get into their HA room.

 

[robinb]

who will have to wait extra long to get into their HA room.

Not if they expedite the cleaning of the lock-off.

 

[Tara]

I think you have to be very firm with the front desk that you do not want to talk about when/if another room will be available, you want to address the entire issue with a manager. I understand you don't rock the boat and I sympathize...but I do feel you are owed some compensation of either returned points or some monetary token (NOT a balloon ). It was their mistake and you are the one paying the price for it - they should fix it, but that won't happen unless you talk to the manager.

You might also consider calling your guide and asking for her or his input. If you can't get to the manager through the front desk, the guide might bump it up for you. (or might not)

 

[DebbieB]

I would contact member satisfaction to have the problem on record. They need to look into how this happened so that it doesn't happen to someone else or even you on your next trip.

 

[Chuck S]

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"?

Dedicated vs Lockoff for 2 bedrooms have to be a booking category for inventory control, because a lock-off takes a one bedroom and studio out of available inventory.

Likely what happened is cash reservations either over booked, or gave some squeeky wheel an upgrade from another resort, and in essence took your room. However, it is also possible that the room would have been available, but that the people checking out either had some sort of medical emergency, or trashed the room to where it needed to be taken out of service for the night unexpectedly.

I agree, contacting member satisfaction is in order, at least you may get a reasonable explanation.

 

[CNPHILLY]

I think being "tactful" is overrated in situations like this, to a certain extent. I would call member services, tell them you didn't get the room you booked for the points that you booked it for, and tell them you want your points back for that night.

Unfortunately, because the resort screwed up and it looks as if they are full, there is nothing that can be done about the room. Because that ship has sailed, focus on being compensated in points.

 

[deebits]

I personally think you should ask to speak to the hotel manager. We had a problem last Dec with our room. The CM at the desk did the same thing went to the back to report our problem to a manager and came back with the same thing.."sorry for your this problem". I asked very politely to talk to the manager only to be told they would be there, but in about 15-20 mins( I guess they thought I would leave) and I said no problem I will wait. The manager was there within 5 mins flat. I expressed to them my problem and how family memebers were also looking to buying itno DVC, but a bit turned off because of the problems. Next thing I new we were given a credit to spend as we wished.

So I would use the same..tell them your parents were looking into buying, but a bit upset with all of your problems. If the manager does not budge, still polite, ask the manager if it was their vacation with family and they had these problems, wouldn't they wish for their vacation plans to be right and not wasting time changing rooms because of the hotel's mistake.

 

[KAT4DISNEY]

Would calling DVC member satisfaction do any good? I never did get to speak to a manager here and I really do not want to escalate the situation. I don't want to be a squeaky wheel, but I really do not appreciate the hoops I've had to jump through just to get the room I booked.

You should do this. I had an issue on a stay and contacted member satisfaction afterwards. When I spoke to them they said that if anything like that occurred again I could contact them while I was there and they would do their best to help.

 

[rlovew]

If one of the big things you need is a coffee maker for your parents in the morning - so they can get up without disturbing the children they should be able to give you a coffeee maker for the 2nd bedroom for the night.

 

[rutgers1]

I wouldn't hesitate to ask for the points back. While I sometimes side with people that feel that Disney guests complain too much, I think it is often justified since we pay so much more than guests to other resorts.

That point was reinforced yesterday when I was researching cruises for next April. Comparing apples to apples (which is a bit hard to do since all cruises offer different things), the Disney cruise we priced out was 2x as expensive as the Carnival and Norwegian cruises that we were looking at. For 2x as much money, I would expect more and wouldn't be shy in complaining should something not live up to my expectations. There comes a point when we all have to realize that Disney can't simply charge 2X (or more) for things just because it has the Disney name on it. They got the Disney name by exceeding people's expectations, and if they are going to charge for that, I will expect it.

Disney wants to charge 4-star rates for everything without offering 4-star service/amenities, and for the most part, I think we are all happy to pay that since it is the whole package/experience that is 4-star in our minds. However, when there is an error, and that error is on Disney's side, I don't think it is wrong to expect them to make it right. To me, making it right is part of the Disney magic.

 

[aggiemullins]

We got credit back in May of 2007 for a minor mix-up with our two - 2 bedroom units we had at BCV. They gave us $100 credit on each room for $200 total. The mix-up was so trivial I didn't think anything of it or make any kind of fuss. Next thing I know they just gave us the credit for the "inconvenience."

Now granted this was during the boom times of 07, so I would imagine they're not quite so freewheeling with the moo-la anymore, but heck, you're still in WDW. They practically wrote the definition of Customer Service. They're trained and empowered to make anything right there. IMHO, it's what makes the place magical.

While I definitely understand how you shouldn't feel like you should have to ask for it, but if you're unhappy, you need to ask them to make it right one way or another to your satisfaction (and don't back down until they do) and I guarantee you they will. Good Luck!

 

[Starr W.]

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.

That's why we bring the router, at SSR the only one is in the master.

 

[permavac]

I also think you should come right out and ask for a refund of your points for the first night for the aggravation, inconvenience and your lost time. This was their mistake 100% and you definitely should be compensated. You should remember that not all CMs and even managers are the same. Some would have refunded your points as a no-brainer in this situation, while the "no brain" part refers more to some of the other managers It might never occur to the manager that a refund of the night's points is the right thing to do - let alone what would satisfy you in light of this inconvenience. You shouldn't have to ask - this should be standard policy but it sounds like if you don't, you won't get anything. Good luck with whatever you end up doing and I hope you enjoy the rest of your trip!

Terri