HELP! Yacht Club Resort Issue:

[Eastern]

....and you have no business deciding that this case is seemingly closed for anyone but yourself and your family, and that the OP is solely seeking monetary compensation, so let's call it even.

If you read the posts on this thread, many are very dismissive of the OP and come across as "all-knowing," and carry a tone that hints that the OP is doing something sinister. There's a kinder way of putting things, such as "I'm so sorry this happened to you. I really think you're beyond the point of doing something, but you could try this." I was simply pointing that out. For the record, your response about an hour ago was just fine, I wasn't referring to you.

Just trying to keep things as positive as possible!

OP asked, "what does everyone think?" He asked for opinions, and he got them. He can do whatever he wants to do.

 

[Scott MC]

OP asked, "what does everyone think?" He asked for opinions, and he got them. He can do whatever he wants to do.

Exactly! Hopefully he'll choose to ignore the dismissive replies!

 

[LoopyDoopy]

Any business can screw up. Disney isn't immune. It is how they handle it that speaks to the company.

Exactly. They handled it poorly.

 

[maxiesmom]

Exactly. They handled it poorly.

And you would know this how??? The OP never specified what they gave them for compensation. They did move them too so that was at least a start. But no one else here knows what else the OP received, but he did say the did receive some things.

 

[msjprincess]

And you would know this how??? The OP never specified what they gave them for compensation. They did move them too so that was at least a start. But no one else here knows what else the OP received, but he did say the did receive some things.

MTE

The OP complained and was moved plus given other compensation. How was it handled poorly? If he wasn't moved after complaining, then I would say it was handled poorly.

 

[DaisyJ]

Exactly. They handled it poorly.

He was moved and given compensation. How is that handling it poorly?

 

[undertheradar]

HELP! Yacht Club Resort Issue:

My family and I were in Disney at the end of January and we stayed at the Yacht Club. On the 3rd to the last day of our trip, we came back from the parks to let the kids take a nap and walked into a construction site. We could not walk down the hallway because of large construction dumpsters and workers everywhere wearing masks. The rooms all around us were GONE…Completely gutted to the studs with the bathrooms removed too! When we got into our room, they were literally jackhammering in the rooms on either side of us. The whole room (walls and floors) were shaking! We took the following videos. (Click on link below.)

We were moved to the Beach Club and they gave us a few small things for the inconvenience, but the more my wife and I look back on it, the more upset we are about the whole situation. We spent a lot of money for a deluxe resort and this issue ruined/overshadowed the end of our trip. It completely threw off the last 2.5 days of our vacation and it now seems to be the only thing that our kids remember about the trip.

What does everyone think? And what can I do about it?

OP, I understand that not everyone has the same opinion about your post. One problem that I do see is that you have posted both videos on the web, so anyone advising that you only submit the first one to Disney should realize that these are both out in the public domain. Disney is fair to work with when there are legitimate complaints, the problem here is that you have tried to gain sympathy by posting these here on the Disboards, instead of directing your energy to communicating with Disney.

 

[5DisneyNuts]

That room never should have been in inventory with the construction all around it. That was handled poorly IMO.

 

[LoopyDoopy]

That room never should have been in inventory with the construction all around it. That was handled poorly IMO.

This.

 

[msjprincess]

This.

So you don't agree with Maxiesmom that everyone can screw up.

Sorry I thought you were agreeing since you said "exactly". Never mind.

 

[LoopyDoopy]

So you don't agree with Maxiesmom that everyone can screw up.

Sorry I thought you were agreeing since you said "exactly". Never mind.

Mistakes can be made. However, this isn't a matter of a single mistake. It's not a typo on a keyboard or a simple misunderstanding. It's a string of failures.

 

[5DisneyNuts]

During the same type of construction at the BW, videos just like the OP's were posted, jackhammer and all.

This could have been a mistake and I hope it was, but if you read other threads from the Poly, WL, or BW you could see a pattern emerging. A pattern that IMO shouldn't be.

Being made aware of some disturbance during the day and having jackhammers, hall tarp, and hammering from the floor above are very different things.

 

[ErinsMommy]

Mistakes can be made. However, this isn't a matter of a single mistake. It's not a typo on a keyboard or a simple misunderstanding. It's a string of failures.

Where is the string of failures? Seems the only issue was the room wasn't taken out of service or noted it should be unoccupied. And it sounds like once they went to the front desk and spoke to management OP was moved and they somehow compensated the family. What more should or could Disney have done?

 

[LoopyDoopy]

Where is the string of failures? Seems the only issue was the room wasn't taken out of service or noted it should be unoccupied. And it sounds like once they went to the front desk and spoke to management OP was moved and they somehow compensated the family. What more should or could Disney have done?

1. Disney Management: They planned for construction to occur, but didn't coordinate with the reservation system to block out the uninhabitable rooms.
   
2. Hotel Management: They didn't catch the mistake of the upper management. They may not have been involved in the planning, but the day-to-day operations of the hotel are under their control. They didn't notice the failure from #1.
3. Hotel staff: No castmembers communicated the issue prior to the OP being put in the room. No bell hop who brought bags to rooms in the affected areas. No cleaning staff did either. Nobody. Either they ignored it or they had no means to inform management.

Quality is everyone's responsibility. Quality is not a one time activity. It is a continuous process. Quality is not the result of efforts of one single person. It is a combined effort of the whole team. It is not enough if one department or one person who is in charge of quality, works towards this.

You may think customers that complain are a problem. Nothing can be further from the truth. Customers don't always complain. They simply don't return. Management never find out why until it's too late. Other guests may have grinned and beared it but silently vowed, "I'm never staying here again!" Telling the OP to stick her head in the sand and "move on" isn't helpful to her or Disney.

 

[Nancyg56]

Mistakes can be made. However, this isn't a matter of a single mistake. It's not a typo on a keyboard or a simple misunderstanding. It's a string of failures.

How so?? THe mistake was made when the OP was placed in that room. The resort did not sidestep the issue, but rather owned it and moved the OP as well as proving "little things" to compensate for the error. SO...what was the string of failures? Was the room left in inventory?

 

[Nancyg56]

1. Disney Management: They planned for construction to occur, but didn't coordinate with the reservation system to block out the uninhabitable rooms.
   
2. Hotel Management: They didn't catch the mistake of the upper management. They may not have been involved in the planning, but the day-to-day operations of the hotel are under their control. They didn't notice the failure from #1.
3. Hotel staff: No castmembers communicated the issue prior to the OP being put in the room. No bell hop who brought bags to rooms in the affected areas. No cleaning staff did either. Nobody. Either they ignored it or they had no means to inform management.

Quality is everyone's responsibility. Quality is not a one time activity. It is a continuous process. Quality is not the result of efforts of one single person. It is a combined effort of the whole team. It is not enough if one department or one person who is in charge of quality, works towards this.

You may think customers that complain are a problem. Nothing can be further from the truth. Customers don't always complain. They simply don't return. Management never find out why until it's too late. Other guests may have grinned and beared it but silently vowed, "I'm never staying here again!" Telling the OP to stick her head in the sand and "move on" isn't helpful to her or Disney.

I honestly have no idea why the mistake occured in the first place, but I would surmise that there was a miscommunication between the schedulers and whoever reports the construction locations. It was not okay, and I believe that Guest Services should be informed however I fail to see the "string" you have indicated was present.

If the OP was not satisfied with the compensation he should have been honest at the resort, but to come here and not only share his video of the construction, but to parade his child in order to drive his point home is off-putting. To be honest, I think that it is in bad form to do this. If he wants to let Disney know how his family felt, I get that, but you cannot blame those who feel that the OP perhaps thinks he can gain more now by sharing his videos online. I admit I thought it as well.

 

[ErinsMommy]

1. Disney Management: They planned for construction to occur, but didn't coordinate with the reservation system to block out the uninhabitable rooms.
   
2. Hotel Management: They didn't catch the mistake of the upper management. They may not have been involved in the planning, but the day-to-day operations of the hotel are under their control. They didn't notice the failure from #1.
3. Hotel staff: No castmembers communicated the issue prior to the OP being put in the room. No bell hop who brought bags to rooms in the affected areas. No cleaning staff did either. Nobody. Either they ignored it or they had no means to inform management.

Quality is everyone's responsibility. Quality is not a one time activity. It is a continuous process. Quality is not the result of efforts of one single person. It is a combined effort of the whole team. It is not enough if one department or one person who is in charge of quality, works towards this.

You may think customers that complain are a problem. Nothing can be further from the truth. Customers don't always complain. They simply don't return. Management never find out why until it's too late. Other guests may have grinned and beared it but silently vowed, "I'm never staying here again!" Telling the OP to stick her head in the sand and "move on" isn't helpful to her or Disney.

When they first arrived there was no issue because the construction crew hadn't reached that part of the resort as of yet - and Im pretty certain when they're ready to do so, the bell hops or mouse keeping I'm sure aren't aware. It was clearly an oversight by the day to day manager to not look at who is staying in that area where construction is suddenly about to begin.

And management was made aware by OP and took immediate action to rectify the situation. I just don't get what more people expect Disney to have done. An error was made, they compensated OP and moved them and that's it. It's not like a falling piece of Sheetrock fell off the wall causing bodily harm and a hospital visit.

 

[IrishNYC]

As someone who isn't the OP, I would like to know what changes were made to ensure that I don't have this issue in the future when booking a room. Right now, it sounds like they will only do something if someone complains. That's not the level of quality I expect from Disney. It doesn't take a genius to realize jackhammers are going to make any nearby room uninhabitable. The fact that something as obvious as this wasn't planned properly by Disney makes me wonder about their overall attention to detail especially since this occurred at a Deluxe resort.

That's how they can "make it right." I applaud the OP for bringing this to Disney management's attention. Who knows if they are aware how construction is being handled by their hotel staff?

OP wants to know what he can do about what happened, but the room was moved and compensation was given. What more, really, can be done outside of a "we're sorry. We won't do this again." But it can because mistakes happen.

 

[LoopyDoopy]

When they first arrived there was no issue because the construction crew hadn't reached that part of the resort as of yet - and Im pretty certain when they're ready to do so, the bell hops or mouse keeping I'm sure aren't aware. It was clearly an oversight by the day to day manager to not look at who is staying in that area where construction is suddenly about to begin.

I missed that part of the OP's post where they mentioned that the "construction crew hadn't reached that part of the resort as of yet." Can you point it out? If the OP didn't mention this, please let me know how you had such clairvoyance into the conditions that lead to the issues experienced by OP better than the OP themself since you weren't there.

 

[kmb584]

I missed that part of the OP's post where they mentioned that the "construction crew hadn't reached that part of the resort as of yet." Can you point it out? If the OP didn't mention this, please let me know how you had such clairvoyance into the conditions that lead to the issues experienced by OP better than the OP themself since you weren't there.

It's not stated in the OP. However, common sense says: if someone was to go to their assigned room and along the way noticed and/or heard that there was construction taking place in the hallway and/or surrounding rooms, that person would more than likely return to the front desk to inquire about it. I would if I was in a room that was very loud due to construction taking place.

The OP never mentioned that construction was a problem until that particular afternoon so that therefore leads me to believe that it hadn't been an issue until then because I don't think anyone would put up with what the OP experienced without asking to be moved. When was that area scheduled to be refurbed? Who knows. Yes, Disney made the mistake in not moving the OP's room beforehand, but they did make it right.