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

[GoofyDuck32]

Thank you all for the great feedback, i hope there are more stories to come, these situations are really helping me formulate a great response if i am asked these questions during an interview.

I have worked in a hotel before, acutally it is more of a motel, and we always have issues with people requesting specific rooms and floors, and i have to remind them that we do our best to meet all requests but sometimes it is just impossible to grant every wish. The prioiritize option is a good tool i use a lot, like which would you like more, this or this, and then try to fulfill at least one request if possible.

 

[shalom]

A king room at POFQ is listed at $179 for your dates, whereas the 1 bedroom is $415.

You make a lot of valid points, but the fact remains that for some people it doesn't matter if the offer is a great deal; it's not what they wanted. I'm sure many people are quite happy to be offered SSR for a POFQ price, but for some people the whole point of a Disney resort is that it's a unique experience, and they wanted the particular experience that particular resort offers. It's not like having your reservation at one Hilton switched to a much larger suite in a different nearby Hilton.

Not challenging your point that Disney made a generous compromise offer, but it sounds to me that MickeyNicki had stayed at SSR before and preferred POFQ. MickeyNicki made Disney a counter-offer, which Disney accepted, polite transaction completed with everyone satisfied so far as circumstances would allow, so to me this was a success story.

 

[jshawle]

We planned o stay at the animal kingdom lodge and requested a standard room; however when we got the the hotel they did not have our room ready so they upraded our room with two bunk beds and the kids loved it. We were happy.

 

[I Love Pluto]

We were shocked when POFQ personnel decided that a reservation for special needs was only a request. So sorry...but I would have to take a standard room.

After arguing for quite some time, we moved to CSR where our special needs requirement was met.

A request - to me - is of a view or a certain location. A special needs room notated on the reservation by AAA is not "just a request". I would have had no way to shower if we hadn't switched resorts.

No - I will never return to POFQ!

 

[redc]

We had booked a Standard Room at WL and when we checked in the CM said a Courtyard BunkBed Room was available and did we want it?

Yup.

 

[WendyWuWu]

I booked and PAID for a king room at CBR about 3 or 4 years ago. I asked at check in to make sure it was the king room I'd paid for and the CM told me it was not a king room, but rather a regular 2 double bed room.
I complained that I had booked and PAID extra for a king bed. She seemed aloof and unimpressed. This was a big deal for me and DH because I'm 5'10'' and he's 6'5''.
The CM not only seemed unwilling to find a king room for us, she didn't care that we were paying for something we weren't receiving. I demanded finally to speak with a manager. She explained there were no king rooms for the next three nights as they overbooked, however, they would move us to a preferred area. Still, we suffered through a week in a double bed.

 

[HubbDave]

trying to delete post... no delete button?

 

[musicmama]

...and this would be why we'll never stay at a Value other than Pop again. Our last family trip was the week before Christmas, flying home on Christmas morning to be with family. We reserved and PAID for a preferred room upgrade in All Star Music. We not only didn't get a preferred room, we were at the very back of the standard buildings and our parking lot was full of buses meaning that finding space for our rental car a daily/nightly challenge. Upon checking in to find that we were at the back of the resort, I gently asked for the category that we reserved and was told that there were no preferred rooms available. We could have a king bed preferred room in All Star Sports (for 3 of us!) or we were stuck with what we got. No refund, no apologies, nothing, nada. And this was just the beginning of the problems we had at ASMu that week. I began to think that the CMs hated us (but that's another story) because the answer to any question was "no" and was said with the attitude of 'go away, you're bothering my quiet time'.

This upcoming trip is a preferred room ressie at Pop. However, it seems as though lots of people are getting value upgrades because of high crowds. Wonder what we'll find.

 

[PrincessSuzanne]

We were shocked when POFQ personnel decided that a reservation for special needs was only a request. So sorry...but I would have to take a standard room.

After arguing for quite some time, we moved to CSR where our special needs requirement was met.

A request - to me - is of a view or a certain location. A special needs room notated on the reservation by AAA is not "just a request". I would have had no way to shower if we hadn't switched resorts.

No - I will never return to POFQ!

That was the fault of the person that booked your reservation. A special needs room has to be blocked by Special reservations when you call to make a reservation and if that was not done at that time, it is not the resorts fault.

I had a similar situation, but I had called Special reservations myself and the CM said the request was blocked, but it had not been, I didn't find that out until we got to the resort, but in no way was it the resorts fault, it was the CM who assured me it was added. We managed, but from then on, I made double and triple sure that it was correct. It should be noted on your paper or e-mailed reservation as a Special needs room block.

Suzanne

 

[OllieDannyandMe]

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

When I booked a courtyard view room at the Wilderness Lodge in 2006, I wanted to look straight out at Bay Lake. But I knew that was just a request. So I showed up early (around 7 a.m.) to check in and the CM was able to switch my room to the type that I wanted. That was wonderful!

Over the years, whenever a CM could not accommodate my request, they have always been kind enough to say that I could return to the desk the next morning and change rooms. That's good enough for me! They can only do so much given the circumstances.

 

[aubriee]

...and this would be why we'll never stay at a Value othe than Pop again. Our last family trip was the week before Christmas, flying home on Christmas morning to be with family. We reserved and PAID for a preferred room upgrade in All Star Music. We not only didn't get a preferred room, we were at the very back of the standard buildings and our parking lot was full of buses meaning that finding space for our rental car a daily/nightly challenge. Upon checking in to find that we were at the back of the resort, I gently asked for the category that we reserved and was told that there were no preferred rooms available. We could have a king bed preferred room in All Star Sports (for 3 of us!) or we were stuck with what we got. No refund, no apologies, nothing, nada. And this was just the beginning of the problems we had at ASMu that week. I began to think that the CMs hated us (but that's another story) because the answer to any question was "no" and was said with the attitude of 'go away, you're bothering my quiet time'.

This upcoming trip is a preferred room ressie at Pop. However, it seems as though lots of people are getting value upgrades because of high crowds. Wonder what we'll find.

If you read my post on the first page, you'll read where I booked a Preferred room at Pop and got placed in a Standard. The Pop CM acted really put out that I even asked for the price difference to be refunded to my credit card. He grudgingly said he'd have to have a manager deal with it. If I hadn't known where the preferred rooms were located, he wasn't even going to tell me I had been downgraded. He had the same attitude yours did as in 'go away, you're bothering me and I couldn't care less what you paid for, you're getting a standard room'.

 

[maxiesmom]

Twice now I have booked a preferred room at the All Star Music, only to be told at check in that none were available.

The last time was just this past December. It was a fiasco from start to finish. Not only were they not even going to tell me I had been downgraded (I had to show them my reservation to prove I had booked a preferred room, they were not even going to mention the change) they wouldn't pay me back the difference in price at first, as I refused their offer to move me IF a preferred room opened up.

And they tried to blame my "late arrival" as part of the reason I didn't get what I had booked. We checked in at around 7pm. Plus I had done Advance Check In right at 10 days out. So there was really no good reason for my being downgraded, other than they screwed up and gave my room away.

I love the All Star Music Resort, but you can be sure I won't be booking a preferred room there ever again. Whoever is doing the reservations either can't count, or the resort staff just doesn't care if you get what you paid for or not.

I want to add that I did send off an e-mail once I returned home. A nice lady called me, and was more than happy to refund me the extra per night charge for the preferred room I did not have. And I have her phone number, so when we visit WDW next time she will personally assign us our room.

 

[musicmama]

If you read my post on the first page, you'll read where I booked a Preferred room at Pop and got placed in a Standard. The Pop CM acted really put out that I even asked for the price difference to be refunded to my credit card. He grudgingly said he'd have to have a manager deal with it. If I hadn't known where the preferred rooms were located, he wasn't even going to tell me I had been downgraded. He had the same attitude yours did as in 'go away, you're bothering me and I couldn't care less what you paid for, you're getting a standard room'.

I did see your original post and was really surprised because in all the times that I've stayed in Pop, this was not the attitude we ever experienced. And, in Music, if I hadn't known which rooms were preferred vs standard, we would never have known about the downgrade either. But I specifically upgraded because I'd had knee surgery three months prior and didn't want to have any problems getting around. To make things that much worse, the same surly desk clerk CM who checked us in was the lucky one to check us out and who didn't want to print my bill. (Guess they work night shift) However, I don't consider that an excuse for being grumpy to a guest, no matter what time they are arriving or departing. But maybe that's expecting too much even for Disney standards.

 

[lilwhiterabbit]

If it's something I specifically paid for (particular view, fridge in room, etc.), then I expect that to be honored. If it's just a particular request (section of the resort, for example), then, while I appreciate a CM doing something nice for me, I understand they aren't obligated to, and realize them doing so is something of a favor.

The number one thing that makes my stay more magical is a CM showing a personal interest in me when I'm talking to them. You know, asking me about my trip, where I'm from, what I do. Bonus points if they retain any of that information and mention it later during my stay.

 

[sb127]

Last November we had booked a king room at POFQ. It was our first stay at the resort although we have been to Disney many times over the last 30 years. On our arrival the line at the online check-in desk was at least 8 people long which is very unusual and each person was taking a long time to check-in. When we finally got to the front of the line, we were told that a king room was not available. We were given the chance to move to another resort but I knew we would be given SSR and did not want to go to a larger resort. So we waited for a queen room water view which took until after 7 PM to be ready. We arrived before 4 PM. We were not the only ones disappointed in the check in process on that day. The CMs were getting an earful from quite a few guests ahead of us. We just went with the flow and quietly took what they had to offer. I must say that my husband will not return to POFQ again. I was not impressed with the CMs at this resort. Not at all friendly and they gave us the impression that we were the one causing all the problems.
We also had a very bad experience with ME when we left at the end of our stay. ME appeared and announced that they only had room for 3 peiople when there was over 20 waiting. I called ME directly and they kept assuring me a bus was on its way but 30 minutes later we were still waiting. Finally took the next bus which threw that driver into a minor fit. He did get us to the airport so that we did not miss our flight but it was cutting it very close. We returned to AKL in May and had a much better trip.

 

[maxiesmom]

We also had a very bad experience with ME when we left at the end of our stay. ME appeared and announced that they only had room for 3 peiople when there was over 20 waiting. I called ME directly and they kept assuring me a bus was on its way but 30 minutes later we were still waiting. Finally took the next bus which threw that driver into a minor fit. He did get us to the airport so that we did not miss our flight but it was cutting it very close. We returned to AKL in May and had a much better trip.

I just want to note that the DME service itself has nothing to do with the resort. I have seen people left behind at both CBR and CSR. Disney (or whoever oversees DME) needs to do a better job of either scheduling busses, or making sure that who gets on the bus is supposed to be getting on THAT bus.

I have read here before that people will knowingly miss their scheduled bus and take a later one, in order to gain more time at WDW. And that throws everything off. In fact, it has gotten to be so common that I am considering taking a towncar back to the airport during our next trip instead of DME. If I was one of the ones left behind I would probably have a panic attack, and I am not even kidding.

 

[sb127]

I do realize that DME is not run by WDW but it is Meare's. I have had many enjoyable trips on DME and would not spend the extra money when it is just the two of us. We are both retired educators and have tons of patience! I just found the overall staff to be less than helpful at POFQ and definitely not as friendly as we have encountered at many of the other resorts.
I find that if a CM is just a little friendlier at the trying times it does wonders for everyone's general attitude.