Here at AKV-Kidani - check in problem :(

[Doug7856]

Wow! How can they make those changes and then put your points into holding? MS needs to correct this. It's a shame that you are spending precious vacation time dealing with this mess.

 

[LouisianaDisneyFan]

Just checked the activity statement as you suggested. It shows that someone changed it on Tuesday the 25th and put points into holding and a reservation at Saratoga. Boy I'm still steamed about that....

I wonder if someone needed a reservation and they just bumped mine.... ugh..makes me mad.

Wow, that is BIZARRE! However, with it showing on your activity statement, the Member Satisfaction team can track down exactly who in Member Services made that change. They also have a timestamp on their end. I would insist that they follow up on this and find out exactly why the change was made. You deserve an explanation... as well as a credit back to your room charges (monetary) for your time and trouble. Between the humiliation of having the CMs at the front desk whispering and implying you were lying to the frustration and worry about whether you even had the appropriate lodging after your drive, Disney owes you.

 

[My 2 princesses]

but I had problems with Kidani while checking in on the 29th as well. I knew I booked a standard room for the 1st night and was moving to a savanah room for the last night, but after 20 mins at the front desk, I just asked if I was moving rooms and was told no. In my mind, I should have stayed quiet and would have probably had 2 nights in savanah, but I could not do it. I brought it to their attention and they took a while to correct it. Llike that was not enough, I went to pick up a snack at the store and was told I did not have the DDP even after paying for it. Back to the front desk to spend another 1/2 hour to get this figured out. Not cool when you are alone with 2 kids who are anxious to get to their room. There was another guest telling me that she was sent to the wrong room first as well and then they corrected it.

Hopefully it all gets sorted out OP.

 

[Mlissa88]

Wow, that is BIZARRE! However, with it showing on your activity statement, the Member Satisfaction team can track down exactly who in Member Services made that change. They also have a timestamp on their end. I would insist that they follow up on this and find out exactly why the change was made. You deserve an explanation... as well as a credit back to your room charges (monetary) for your time and trouble. Between the humiliation of having the CMs at the front desk whispering and implying you were lying to the frustration and worry about whether you even had the appropriate lodging after your drive, Disney owes you.

Thanks folks for the sympathy but it's fine in that we're here in a room like we requested. I don't want anything other than an answer from them on why someone would have bumped me somewhere else and that it would show that I was the requester. It's just my husband, my son and myself and he's not old enough to use the phone....lol...the son I mean.... LOL. So..none of us changed it. I just want them to explain why someone at MS is fiddling with the reservations when they shouldn't be.

 

[RobPickles]

Which may or may not help since it sounds like in this case they said it looked like the OP had called to cancel the reservation and change it!

I did just read about another person's Kidani reservation being cancelled without a phone call from them. Sounds like something IT needs to fix pronto and is really unexcusable to be happening.

Yeah I would have a fit if this happened. At least you would have some proof that you MADE the reservation in the first place, you know to back up your claim. Otherwise they can just say you are SOL. Either way, I'd hope they would work it out on the spot like they did for the OP.

 

[RobPickles]

And I would say 3/4 of our reservations we have never recieved a confirmation in the mail from MS.

Weird....we get one everytime for every reservation and even if we make changes to our existing reservation, they send us a replacement confirmation showing the update. Maybe there is a "paperless" option or something on the website.

 

[Tiger926]

Weird....we get one everytime for every reservation and even if we make changes to our existing reservation, they send us a replacement confirmation showing the update. Maybe there is a "paperless" option or something on the website.

Not anymore, they aren't sending out paper confirmations any longer, according to MS. You will only get emails from now on, unless otherwise requested, as explained to us by MS the other day.

This all just happened with the system upgrade.

Tiger

 

[brianheather]

We were at Kidani in Dec for our honeymoon. We checked in rather late due to the weather in the northeast, our flight had been delayed. Anyway. By the time we were in our room it was 1am so we just wanted to crash. So as we were turning our bed down for the night, I just could not believe my eyes.... IT WAS A HAIR, and it wasn't mine as I just got there. GROSS... so I called the front desk and they said they would send someone up to change our sheets. An hour or so later, there was a knock at the front door. Finally some sleep.
Being that it was our honeymoon and a rather special occasion, we booked a Savannah view studio. Normally we don't care about the view as we are hardly in our room anyway. I open the drapes to step out and look at our wonderful view... What, where is the savannah.... I see fences, trailers and little buildings. Is this what my 105 points is getting me... I don't think so... I went down to the front desk and complained that this should not be a savannah view.. It's not worth the 105pts. They told us to pack our luggage and they will come gather it for when our new room was ready.
We had to get new key cards. We go to eat at our dining reservation and guess what, the dining plan did not follow... ok.. by this time I was furious, livid.... How embarrassing it was to be sitting at dinner and try to tell them that we HAD the dining plan... We ended up paying for the meal and saving the reciept to show them at the front desk to be reimburssed.
So my first and only stay was not the greatest. I too sent an email to DVC satisfaction team.
So no I don't think you over reacted...

 

[Mlissa88]

Just an update - still no response from members services.

 

[Inkmahm]

OP, my blood was boiling just reading your story.
Please be sure to check that your points are not messed up. Check several times over the next few weeks. This was likely a glitch with the new computer system and it will certainly be possible that your account is not correct.
I know that many members are looking forward to online booking, but I am REALLY nervous about it. Disney's track record on IT issues is lousy. At least phone calls to MS are taped to provide corroboration.

I agree with this 100%.

I am always afraid of checking in and not finding our reseration. I always have everything printed and bring it with me "just in case". Even ADR numbers for meals. I think I've only had to pull out an ADR number once (Coral Reef, maybe?) a long time ago. Disney systems really do work the majority of the time. But when there is a screw up, it is nice to know that it can be fixed. If OP had to move to SS instead of AKV, THAT would not have been acceptable.

 

[cseca]

Your case is a lot worse than ours. I posted a thread about BLT "upgrading" us to to a LV when we had booked a standard room. After contacting MS they told me that somehow our reservation got changed to LV 3 days prior to our arrival date AND I was charged for the extra points (borrowed from the upcoming year since I didn't have any points left for this UY).
They put the points back afterwards but nobody could tell me why or how. The nice CM who handled the call said that they tried to figure it out but failed. They contacted BLT and everything, but all they said was that's what was listed on the computer....

So really, computer glitches could happen any time unfortunately. Just make sure to bring your printout during check in so you have proof. I will from now on.

The funny thing is that this was the only time I decided not to bring our printout... Served me right!!

Just glad they got your a room at AKV. I would be as mad as you are if that happened to us.

Have a fantastic trip!

 

[Sammie]

OP, my blood was boiling just reading your story.
Please be sure to check that your points are not messed up. Check several times over the next few weeks. This was likely a glitch with the new computer system and it will certainly be possible that your account is not correct.
I know that many members are looking forward to online booking, but I am REALLY nervous about it. Disney's track record on IT issues is lousy. At least phone calls to MS are taped to provide corroboration.

You and me both.

 

[RobPickles]

Not anymore, they aren't sending out paper confirmations any longer, according to MS. You will only get emails from now on, unless otherwise requested, as explained to us by MS the other day.

Ahh... well maybe that is why we get them all the time. I am sure my DW asks for them. She keeps all our vacation stuff together in her "Disney Planner" and is probably requesting one for her records.

 

[Mlissa88]

Just an update from the OP -

Still no response from Members Services and I'm still here at Kidani so it's not like they would have to look far to find me....

 

[bumbershoot]

OP, I'm glad it didn't take THAT long to get resolved, and that you're in the right room! Please take it further...

I was less than pleased to show up in our room (our first stay at Kidani, I might add) and find that we'd received a dedicated 2BR....handicap accessible to boot! Ughh!! I went to the front desk with my confirmation in hand, clearly showing that I'd reserved a lock-off. There were a lot of reasons why we chose a lock-off in the first place and so the dedicated was not acceptable, especially when I was told it was a GUARANTEED category. After several back office conversations, I was told that there is no other rooms available, but they'd have one for us the next day. I accepted that option, but I was less than thrilled that we'd have to move (again) AND be without a room from 11AM until whenever they had our new room ready.

That was a terrible way to begin your vacation. When I checked into Jambo in December, I was told that they could not exchange my HA room for any other because the computers were down and they didn't know which rooms were empty. That made no sense to me. We lived with it, but they did give us more towels to wipe up the shower water that went onto the bathroom floor.

Bobbi

They have GOT to stop the random assignments to HA rooms. That's what messed up our Jambo stay. We'd been at WDW or Universal since 11/30, we checked in on 12/13, I was exhausted and just wanted to use the epsom salts I'd bought to soak in, and after a different fiasco was resolved I finally noticed what was "off" about the room I'd only glimpsed as we tossed our bags inside pre-dinner....I literally cried. I was SO sore and tired.

DH spent a LONG time that night working on the problem downstairs with the staff. 3 managers were called. ONE was finally given the full story. That manager found a room for us the next day, and granted us "late checkout", so that we could hang out in the room until the next room was ready. Nope, it doesn't happen. Yep, it happened for us. (and it sucked...next time, I'll put my bags in Bell Services, tell the manager to tip the luggage deliverer, and go play somewhere or have a spa treatment)

But that night, I just hurt. And was miserable.

And we were not the only ones at Jambo given a room that wasn't OK. The other aspect is that we have a child. Children quite often only take baths. One of the people in line with DH had a TWO year old. Our guy is 6, so showers are possible, but for a 2 year old? Not that common for 2 year olds to take showers.


They have GOT to keep those rooms for those who need and want them (I met a mom and daughter who needed the roll-in showers in their normal HA room, but the single bed really threw them for a loop, talk about bizarre!), and *pay attention* to the people you're assigning them to! AND make sure you TELL those checking in that you're giving them a HA room, so if there are objections it can be taken care of right then and there.



I had left Kidani as a possibility, in hopes that Jambo was just really bad (they were bad in some other ways as well, we were dreadfully UNimpressed with the CMs there), but now....

 

[Tiger926]

Ahh... well maybe that is why we get them all the time. I am sure my DW asks for them. She keeps all our vacation stuff together in her "Disney Planner" and is probably requesting one for her records.

Maybe...but like I said, it just started this way, so if you haven't made any reservations since the new changes, then you can't really say until you make a reservation and see if indeed you get a paper copy? I'm sure it's a big savings in paper costs for MS, so they are probably happy to not have to send out so many paper copies.

We have always taken our paper copies with us, and never needed to show them. We've even had issues, and the paper copy really wasn't necessary to work out the issues.

I hope they work out the glitches soon, but at least people can request paper copies if they like.

Tiger

 

[Tiger926]

OP, I'm glad it didn't take THAT long to get resolved, and that you're in the right room! Please take it further...






They have GOT to stop the random assignments to HA rooms. That's what messed up our Jambo stay. We'd been at WDW or Universal since 11/30, we checked in on 12/13, I was exhausted and just wanted to use the epsom salts I'd bought to soak in, and after a different fiasco was resolved I finally noticed what was "off" about the room I'd only glimpsed as we tossed our bags inside pre-dinner....I literally cried. I was SO sore and tired.

DH spent a LONG time that night working on the problem downstairs with the staff. 3 managers were called. ONE was finally given the full story. That manager found a room for us the next day, and granted us "late checkout", so that we could hang out in the room until the next room was ready. Nope, it doesn't happen. Yep, it happened for us. (and it sucked...next time, I'll put my bags in Bell Services, tell the manager to tip the luggage deliverer, and go play somewhere or have a spa treatment)

But that night, I just hurt. And was miserable.

And we were not the only ones at Jambo given a room that wasn't OK. The other aspect is that we have a child. Children quite often only take baths. One of the people in line with DH had a TWO year old. Our guy is 6, so showers are possible, but for a 2 year old? Not that common for 2 year olds to take showers.


They have GOT to keep those rooms for those who need and want them (I met a mom and daughter who needed the roll-in showers in their normal HA room, but the single bed really threw them for a loop, talk about bizarre!), and *pay attention* to the people you're assigning them to! AND make sure you TELL those checking in that you're giving them a HA room, so if there are objections it can be taken care of right then and there.



I had left Kidani as a possibility, in hopes that Jambo was just really bad (they were bad in some other ways as well, we were dreadfully UNimpressed with the CMs there), but now....

Yup, same thing has happened to us several times. We have marched right down to front desk to tell them that we won't be staying in that room, as we don't need it, and there is probably someone in the resort who desperately needs it, but we have had issues. One time we had to stay, as the inn was full, several other times, we were given the last rooms in the resort (we are full), and we got the most horrid views. Nice treatment considering we made our reservations at 11 months out?

We were not happy at all, as the HA room made a big mess that we had to continually clean up (water all over floor), and as you mentioned, it's hard to use with babies/toddlers. The most important reason though, is that we were really worried that someone who needed it, wouldn't get it.

Not sure what the issue is, but those rooms need to be blocked out, for HA use only. If it's due to lack of efficiency and care/attention with room assigners, then that is problematic too. If they are overbooking and need those rooms, then that is another topic altogether, and the few times it's happened to us, this is exactly what we think happened as they had no more rooms to switch us to. As an aside, it has happened to us both times we stayed at VWL.

Tiger

 

[Mlissa88]

Came back today for a mid afternoon break from the parks and received a call from Members Services. A very nice man spoke with my husband and myself about the problem we had at check in.

Bottom line, he could not explain why it happened. He focused on the "well it worked out" part and was appologetic that it happened but said he could not figure out why it occurred.

I said that I just want to make sure it doesn't happen to someone else.

That was pretty much it....they didn't know or weren't telling why....they were appologetic but had no real explaination

 

[quirty30]

Came back today for a mid afternoon break from the parks and received a call from Members Services. A very nice man spoke with my husband and myself about the problem we had at check in.

Bottom line, he could not explain why it happened. He focused on the "well it worked out" part and was appologetic that it happened but said he could not figure out why it occurred.

I said that I just want to make sure it doesn't happen to someone else.

That was pretty much it....they didn't know or weren't telling why....they were appologetic but had no real explaination

Wow - that's just, well, scary. No explanation? And what if they didn't have the unit you originally booked? What if it didn't all work out? I think you should definitely take this to a higher level when you get home - I wouldn't waste any more precious vacation time.

 

[paults]

and remember that on line booking hasn't even been introduced yet I can't wait for that.