Has anybody booked a Disney resort and not got the type of room they wanted??

[GoofyDuck32]

i am doing some research into the college program for WDW, and i want to work in the hotels, and i noticed that one of the interview questions is, "What would you do if a guest wanted a specific type of room and there were none available?" another question might be "How would you make a guest feel special as they are beginning their vacation?" if anybody has any personal experiences they would like to share, that would be great, thanks

 

[Sue M]

Unsure of your first question. I book the category I want, so if I would like-say-a woods view at WL, that's what I expect to get, sometimes I've been lucky and recieved a free upgrade, so my experience is I've always got what I booked, or better.

Now sometimes I've requested a certain location- last time we were in POR I booked a standard view room and requested Magnolia Terrace or Oak Manor. For whatever reason, that request couldn't be granted, so I got a different building, further away, but a free upgrade to River View. Is that what you mean? The CM handled my request very well, didn't get my location choice, but did get an upgrade. I also understand that a request is just that, no guarantee. And didn't expect to get a free upgrade because my requested building wasn't available. Disney seems to go above and beyond your expectations.

What makes me feel special at check in? Just the CM checking me in with a smile, and a welcoming attitude. I'm easy to please Only had a miserable CM at check in once! But didn't let it dampen our excitement of arrival. Anyone can have a bad day. I don't know what happened to CM earlier. However, it doesn't excuse the behaviour.

Hope this helps. A cousin did the year International Exchange program, worked in the Canada Pavilion and loved it. I loved getting the CM discount lol

 

[aubriee]

Once we booked a preferred room at POP. When we arrived, we were placed at the far end on the back side of the 70's building in a standard room, close to the 80's building. The CM didn't even say anything about it. When I reminded him that we had paid for a preferred room, he seemed put out, said they had overbooked the preferred category and I was going to have to take the standard room. Fine, but I expect to have the price difference refunded to my credit card. He again seemed put out and said he'd have to have a manager do it.

As far as just asking for a certain location within the category I paid for. I always make a room request, but make it pretty general (first floor, close to bus stop). I get it about 70% of the time. Sometimes it's assigned before I get there and sometimes I get a nice CM who switches rooms around.

 

[danceintherain]

If it's a booked category issue, I would expect to speak to a manager if there wasn't a room available, unless there was something the check in CM could do, such as a room upgrade.

If it's a request, I would only expect the CM to apologize and explain that there wasn't a room available that fit my request. It would also be nice if they offered to move me to a new room later in my trip, if such a room came available.

As far as feeling special. Just be enthusiastic. The CMs that checked us in at CBR were so excited we were there and asked us which buttons we needed. It really helped us get into the Disney spirit after being on a plane and a bus for a few hours. They also made sure we knew where we were going and how best to get there. (our room was across the street from the Custom House, so taking the internal shuttle would have been pretty pointless).
I'm sure they ooohed and aahhed over my baby as well, which is always pleasing to a new mother.

 

[MIDisFan]

Hopefully this is not as big of a problem with all the new room categories added over the last couple of years. I remember when there was basically water and standard view at a lot of the deluxe resorts. When we stayed at GF in 2005 the only way to get a MK view was to book a water view room and request a MK view. Some people don't understand that a request is not a guarantee and the CMs at the front desk get the pleasure of trying to explain that. Now if you want a Theme Park or whatever view, you can pay extra for it and it will be guaranteed.

 

[ShelliRenee]

Once we booked a preferred room at POP. When we arrived, we were placed at the far end on the back side of the 70's building in a standard room, close to the 80's building. The CM didn't even say anything about it. When I reminded him that we had paid for a preferred room, he seemed put out, said they had overbooked the preferred category and I was going to have to take the standard room. Fine, but I expect to have the price difference refunded to my credit card. He again seemed put out and said he'd have to have a manager do it.

As far as just asking for a certain location within the category I paid for. I always make a room request, but make it pretty general (first floor, close to bus stop). I get it about 70% of the time. Sometimes it's assigned before I get there and sometimes I get a nice CM who switches rooms around.

I had a similar thing happen to me, but at ASMu. I booked a preferred room and they assigned me to a standard. I pointed out I paid for a preferred. They simply changed my room to a preferred.

 

[bluejasmine]

I have always gotten what I booked, no upgrades in 14 trips but thats ok.. That just means when it comes it will be a big one! LOL

As far as feeling special for us its just a friendly CM that engages in conversation about whatever the case may be and just not checks us in with a smile.

Last yr the front desk manager at the Poly gave us a lovely experience and stopped to talk to us every time we saw each other on property that week and even remembered our names! I hope to see him when we are back in Sept again!

Also there was a CM in Poly CL that was so sweet always smiling and going out of his way to get me the water I needed for my meds and even bring me a glass of sangria that he knew I loved before they put it out! His name was Michael and I hope to see him as well!

 

[Missytara]

I was booked one year, a week later than I usually go at POR. Turned out to be the dreaded Pop Warner week. I had no idea what I was in for.

When we first arrived, I was told we had been moved to CSR. I said, either you move me up to deluxe or nothing. I had booked my trip one year in advance and they had only booked theirs a few weeks before. I was told that I would be moved to CSR or I could turn back around and go home.

I insisted on talking to a manager and he relented.

However, I lost my waterview room that I get every year when I go my regular week, and was given a parking lot view and credited the difference. He was at least nice enough to do that.

Now, I tell my friends, it is my week or no week.

 

[gailanncreates]

I think a lot of this falls under the "golden rule" category of "treat others as you want them to treat you".
If a request was a PAID category, I would expect it to be filled, upgraded, or refunded, or even found at a comparable sister resort.
If it was only a request, and cannot be honored, being kind and at least appearing to try your best can go a long way.
There are lots of small ways that can make up for things going wrong, that would cost Disney nothing and mean something nice instead. (I'm thinking fastpass here, or preferred show seating, or even some free drinks at the pool).
How would you feel if you were on the other side of the check-in counter?

I did have an issue with a room not being what I had paid for, and the bellman fixed the issue over the phone. I thought this was great service, not having to trudge back to the front desk, and going directly to the new room, and having someone else fight my battle for me!

 

[PrincessSuzanne]

Dec 2007, I had booked CR and AKL and asked for a roll in shower for my mom and we didn't get it at either resort and I was not happy. But, there was nothing I could do about it, they didn't have any of that room type avail. It was because someone at Special Services didn't put the request in correctly.

We made do with the room they gave us, but I made triple sure for our next visit that I got what I asked for. This was back when they would e-mail you a request to do a survery and I made sure to add my concerns.

I never thought to ask for another resort, Mom really had her heart set on the view that I booked at CR, and despite not having the accommodations she really needed, she really enjoyed that room and view (Cinderella castle all decked out with Christmas Lights). She didn't really care for the room at AKL.

 

[mfirst]

To answer the room request question, last year we booked the a Garden Wing room, requesting connecting rooms with my parents, on the ground floor (my littlest two were 2 years and 11 months and loved to climb). The lovely CM told me to prioritize - ground floor, or connecting - putting the most important first. They were able to give us connecting rooms on the third floor, but not the first. When we arrived a few days later, the whole conversation was void because both our rooms had been upgraded to the Tower

As for making a guest feel special: The CM at check noted that I had requested a microwave for our room due to our son's severe food allergies. After making sure that the microwave was indeed waiting in our room, he then went above and beyond and printed a list of acceptable foods that the QS at our resort had, and printed out lists of "allergy friendly" QS for each park. In addition, he gave me his business card, and a card containing the direct number for their food services. Finally, he made sure that our dinner reservation for that evening had the food allergy alert correctly noted. The next day, as we were walking through the lobby on our way to the MK, he said good morning to each of us, remembering or names!

 

[Miss Ang]

On our recent trip to Wilderness Lodge I had booked and paid for a courtyard view, requesting an inner courtyard. When we arrived I had what they were calling a courtyard view which was the small pool. However, you couldn't even SEE the small pool, just tiny glimpses of blue water between the branches, because there were huge trees in between the sidewalk and the pool. I called and complained and it took some pressing, but they did move us to an inner courtyard room the next morning. I told them that I paid for a view of the courtyard and trees do not equal a courtyard view.

I was thrilled with our view after the switch and it was most definitely a courtyard view.

 

[MickeyNicki]

Last month we stayed at the POFQ..had a king bed room booked since Feb of 11 and the reservation was paid in full.

When we checked in the CM said we were upgraded to the SSR because they sold out of king beds. Neither of us were happy at all...we do not like the SSR. When I asked for another deluxe resort the CM said no. So I asked if there were any queen beds available at the POFQ and he said yes and put us in one of those and gave us a price difference credit.

We were so happy at the POFQ and so glad they didnt force us to change to SSR

 

[HubbDave]

We are staying in WL with a Standard View from Aug 1-7

Can we contact DisReservations and ask for vertain floors/sides/etc?

How does one do this? We booked it back in Feb.

 

[CR Resort Fan 4 Life]

This didn't happen to me but one night around 11:30 PM while I was in line at the Lobby Concierge desk of the Contemporary waiting to get a copy of our room charges and etc, well this guest checking in was screaming at the Cast Member because he claimed they screwed up his reservation.

Basically this guest claimed he had reserved a Tower - Theme Park View room but the Cast Member told him the computer showed he was reserved in a Garden Wing - Garden View room. When the guest was asked for his confirmation he said that he never had one since someone else made his reservation for him. Well the Cast Member then said he could switch to a Tower - Theme Park View the next morning since they didn't have any available that night, however the guest kept saying no I don't want to do that. Then after a couple of minutes of the Cast Member going back and fourth to the back office by some kind of mircale they found him a Tower - Theme Park View room. Chances are the manager said give it to him so he would stop complaining and making a scene.

Personally I believed this guest was lying and knew all along he reserved a room in the Garden Wing and bullied his way into getting a room in the Tower. He didn't have a confirmation to prove anything he said and the fact the Cast Member told him the computer didn't say that when typing in his name.

 

[HubbDave]

This didn't happen to me but one night around 11:30 PM while I was in line at the Lobby Concierge desk of the Contemporary waiting to get a copy of our room charges and etc, well this guest checking in was screaming at the Cast Member because he claimed they screwed up his reservation.

Basically this guest claimed he had reserved a Tower - Theme Park View room but the Cast Member told him the computer showed he was reserved in a Garden Wing - Garden View room. When the guest was asked for his confirmation he said that he never had one since someone else made his reservation for him. Well the Cast Member then said he could switch to a Tower - Theme Park View the next morning since they didn't have any available that night, however the guest kept saying no I don't want to do that. Then after a couple of minutes of the Cast Member going back and fourth to the back office by some kind of mircale they found him a Tower - Theme Park View room. Chances are the manager said give it to him so he would stop complaining and making a scene.

Personally I believed this guest was lying and knew all along he reserved a room in the Garden Wing and bullied his way into getting a room in the Tower. He didn't have a confirmation to prove anything he said and the fact the Cast Member told him the computer didn't say that when typing in his name.

That stinks that his behavior was rewarded. Why would he not have a conf. number?

It seems that nowadays too many people are placated when they are being boors/rude/bullies.

 

[ScottOKW2K]

Last month we stayed at the POFQ..had a king bed room booked since Feb of 11 and the reservation was paid in full.

When we checked in the CM said we were upgraded to the SSR because they sold out of king beds. Neither of us were happy at all...we do not like the SSR. When I asked for another deluxe resort the CM said no. So I asked if there were any queen beds available at the POFQ and he said yes and put us in one of those and gave us a price difference credit.

We were so happy at the POFQ and so glad they didnt force us to change to SSR

I do understand not wanting SSR vs POFQ - I assume that you preferred the smaller and more intimate size of FQ over the more spread out size of SSR. You do realize that if the cast member had given you a room at SSR that met your requirement of a king bed that the minimum DVC accommodation that has a king bed is a 1 bedroom Villa? A king room at POFQ is listed at $179 for your dates, whereas the 1 bedroom is $415. It is also 400 sq. ft. larger - 715 for the 1 bedroom vs. 314 for the moderate. Something to think about in the future.

 

[minniebride]

i am doing some research into the college program for WDW, and i want to work in the hotels, and i noticed that one of the interview questions is, "What would you do if a guest wanted a specific type of room and there were none available?" another question might be "How would you make a guest feel special as they are beginning their vacation?" if anybody has any personal experiences they would like to share, that would be great, thanks

Here is how I would answer these questions:
"What would you do if a guest wanted a specific type of room and there were none available?"

If the guest paid for the preferred room, I would ask my manager if I could offer a room upgrade, without additional payment, to compensate for the loss.
If the guest did not pay extra (i.e. made a request), I would apologize and remind them that no request is guaranteed.

"How would you make a guest feel special as they are beginning their vacation?"
I would smile and be enthusiastic and welcoming. Make small talk (i.e. "Where are you from?") as long as it doesn't keep them waiting. I would be sure to give them a celebration pin for any special occasion they might be celebrating.

Hope this helps!

 

[walkdmc]

Here is how I would answer these questions:
"What would you do if a guest wanted a specific type of room and there were none available?"

If the guest paid for the preferred room, I would ask my manager if I could offer a room upgrade, without additional payment, to compensate for the loss.
If the guest did not pay extra (i.e. made a request), I would apologize and remind them that no request is guaranteed.
"How would you make a guest feel special as they are beginning their vacation?"
I would smile and be enthusiastic and welcoming. Make small talk (i.e. "Where are you from?") as long as it doesn't keep them waiting. I would be sure to give them a celebration pin for any special occasion they might be celebrating.

Hope this helps!

I like all of these tips but would avoid whipping out the bolded statement, unless the guest presses. Just saying sorry is enough, anything more is grating, IMO.

 

[sndral]

If the guest paid for the preferred room, I would ask my manager if I could offer a room upgrade, without additional payment, to compensate for the loss.
If the guest did not pay extra (i.e. made a request), I would apologize and remind them that no request is guaranteed.

I like all of these tips but would avoid whipping out the bolded statement, unless the guest presses. Just saying sorry is enough, anything more is grating, IMO.

I suppose it's in how you say it, I can imagine someone referencing preferences not being guaranteed nicely, but yes, it sounds patronizing to me - sort of like those idiot checkers who feel the need to spell out the ATM steps as you punch away. To me saying that no room of that sort is available and offering a move when one opens up seems best, saving the no guarantees comment for guests not satisfied with the first bit.
If you have a guest who has booked a category and paid more for it and you do not have that available, you are going to have a justifiably unhappy customer on your hands. Ideally you can upgrade in the same resort. Barring that, offering the guest choices (would you like a different category room and a refund here or an upgrade to another resort.) Allowing the guest some choice takes away some of the sting of Disney not delivering what they have promised and accepted hard earned cash for. Just MO.