Here at AKV-Kidani - check in problem :(

[BoardwalkSuzy]

We also had our reservation canceled at Kidani. MS is screwing up big time. I spoke with others who think that the MS call center may be located overseas and there is lots of communication problems - many do not speak English as a first language. I was accused of cancelling as well. No i did not. The phone call to fix took over 3 hours, no apologies either, no compensation, nothing but my hanging up on them during a 3rd 25 minute hold and then getting an e-mail later that it was a "misunderstanding". What misunderstanding i asked when calling back again and said i would like to hear the recorded conversation. They went as far as lying and saying they played back the conversation and i had requested the cancellation. This all was done the day of my daughter's birthday party and at no time that day did i contact MS. They just lied to cover up their incompetence. Thankfully i caught the cancellation when logging into me DVC account where they also wiped out all 700 of my points that i had to fight like hell to get returned into my account. Needless to say, i am disappointed with the crumbling quality, arrogance and lack of customer service. Disney is reducing inself to true timeshare owner treatment is what i'm seeing. We are flying overnight arriving dead tired in morning, and i'm dreading that they may do this again to us.

 

[anna08]

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.

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

I'm sorry OP for your frustration and thanks for letting us all know this can happen. There is NO way in this computer age that they do not have a trail for what happened. They are either not going to spend the time and money to track it, or they are simply lying. It sounds like AKV or MS has a big problem. I'm sure that certain times of the year, you would have been forced to move to SSR.

As for the HA rooms - we were given one with our 1 year old in the past. We managed but she screamed the whole time in the shower...

 

[bumbershoot]

I'm sorry OP for your frustration and thanks for letting us all know this can happen. There is NO way in this computer age that they do not have a trail for what happened. They are either not going to spend the time and money to track it, or they are simply lying. It sounds like AKV or MS has a big problem. I'm sure that certain times of the year, you would have been forced to move to SSR.

As for the HA rooms - we were given one with our 1 year old in the past. We managed but she screamed the whole time in the shower...

I am so sorry you had to stay in the HA room that wasn't appropriate for you! I showered with DS as a baby for awhile, but once he was done with that he was DONE, and it was flat out dangerous to try to hold him in the shower after that!

And I agree, there's no way they don't know or can't find out.

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.

And what would he have said if it had NOT worked out? I am sorry you got no answers.





I remember reading that sometimes the IT people will go into accounts and do things, probably to see if something or other is working, and then forget to fix it. I wonder if that's something that is going on?

I've always thought that was crazy to begin with. First, they need a "master" site that isn't "live". Second, they need play accounts, or at least make their OWN accounts so they can mess with their own made-up points and vacations. If amazon can do this sort of thing, disney can do this. They should NEVER be touching real accounts at all.

I think that's what is happening, honestly.... And that *could* be a reason why it's not easily trackable...

 

[disneynutz]

We also had our reservation canceled at Kidani. MS is screwing up big time. I spoke with others who think that the MS call center may be located overseas and there is lots of communication problems - many do not speak English as a first language.

MS is located in Celebration FL. They have hired Cast Members from all nations to answer calls in different languages. Since Aulani was announced, they have hired several Japanese speaking Cast Members in anticipation of getting a bunch of new members from Japan.

Since the CM's are on the phones all the time, you are going to get some who speak English as a second language. Do what most members do, hang up and call back.

I always answer a survey, good or bad after every MS contact.

Bill

 

[dzorn]

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

HA room are blocked out for those that need them, those that are not needed are assigned to others. Unfortnatly that means a member who does not need it may be assigned to it. And they cannot be blocked for handicapped use only with occupancy being so high. If they left the room empty then someone is not going to be able to use points that could expire. DVC goal is 100% occupancy year round.

Denise in MI

 

[bumbershoot]

If they left the room empty then someone is not going to be able to use points that could expire.
Denise in MI

I would literally have rather gone home than stayed in that room. They have to make SURE that people KNOW what they are being assigned, right there at the desk so it can be sorted out immediately.

In the future, should one of us need the HA room, that will be fine. Though I still don't see it as being very well thought out for those with such needs, as evidenced by the mom/daughter I met who were mystified by the one king bed in the hotel-HA room, and I could see us staying someone entirely offsite rather than being in those rooms.

Heck, I wish they had upgraded the mom/daughter from the hotel-side to the DVC side, so they could have more appropriate beds for their situation!

 

[Tiger926]

HA room are blocked out for those that need them, those that are not needed are assigned to others. Unfortnatly that means a member who does not need it may be assigned to it. And they cannot be blocked for handicapped use only with occupancy being so high. If they left the room empty then someone is not going to be able to use points that could expire. DVC goal is 100% occupancy year round.Denise in MI

I do know this, then what do you suggest? We have never been told we had an HA room, until we got in it, and realized it would be a problem with our babes. Why aren't they telling guests? Guests with babies will more than likely have issues with the shower, so something needs to give. Like I said, we had a major mess the entire week we were there the 1st time, and the 2nd time, we had to deal with the most horrible view of a roof, as they were sold out, and this was the last room available. How are those good solutions to this problem?

I would literally have rather gone home than stayed in that room. They have to make SURE that people KNOW what they are being assigned, right there at the desk so it can be sorted out immediately.

In the future, should one of us need the HA room, that will be fine. Though I still don't see it as being very well thought out for those with such needs, as evidenced by the mom/daughter I met who were mystified by the one king bed in the hotel-HA room, and I could see us staying someone entirely offsite rather than being in those rooms.

Heck, I wish they had upgraded the mom/daughter from the hotel-side to the DVC side, so they could have more appropriate beds for their situation!

I totally agree!

Tiger

 

[bumbershoot]

Tiger, did you do online checkin?

We'd done it for the other parts of our stay (two rooms at OKW), but I decided to NOT do it for AKL. Was wondering if that was why I got the room.

In retrospect, one of us should have left Universal, run over to Jambo, checked us in in the EARLY morning! But that's not what we did...and that caused problems. Shouldn't have IMO, but did.

 

[RobPickles]

Maybe its that nagging conspiracy theory part of me (watching too much Brad Metzler's Decoded) but I wonder...

... if this is part of a "hacking" problem or something to that effect where people are making reservations, their points deducted and then their rezzie is cancelled from an outside source so that their points are not put back into their account and can be used by some secret society for the purposes of taking over DisneyWorld and forming a World Government or preparing for the End of Days in 2012!

Okay I can't even buy that one myself... LOL!

 

[Tigger031266]

OK I admit that saying you are "lucky" that they can help you out is just not "Disney Like".

I just wonder how many people would show up wherever they would like to stay and say, yeah I call and made a reservation, I don't know why you lost it.(Probably not many)....The more likely scenerio, I call to make a reservation for AKL, they say no availability, I say well I guess I will take SSR and forget that part. I hate to say this but that happens to me all the time. I have so many trips planned and many of them are split stays...I dont know where the heck I am supposed to stay until a couple days before when I check. I bet DVC people show up at the wrong resort all the time.

Clearly something went wrong. I am sure that you are right. But Disney does not know that. Disney figures you could be like me...

 

[Orsino]

Thanks for the warning. I just logged into my account and did online check-in and printed everything out to take with me.

 

[Mlissa88]

OK I admit that saying you are "lucky" that they can help you out is just not "Disney Like".

I just wonder how many people would show up wherever they would like to stay and say, yeah I call and made a reservation, I don't know why you lost it.(Probably not many)....The more likely scenerio, I call to make a reservation for AKL, they say no availability, I say well I guess I will take SSR and forget that part. I hate to say this but that happens to me all the time. I have so many trips planned and many of them are split stays...I dont know where the heck I am supposed to stay until a couple days before when I check. I bet DVC people show up at the wrong resort all the time.

Clearly something went wrong. I am sure that you are right. But Disney does not know that. Disney figures you could be like me...

I understand what you are saying but there is an activity feed on all of our DVC accounts so they know what happens and when....so in my situation, I had a reservation for a trip at AKL Kidani....checked it over and over online for weeks, printed out the paperwork...checked it right before we left on DVC member site. I debated about on line check in but decided against it because someone else posted that it didn't speed up the process anyway. So when I arrived and they said I changed the reservation 2 days ago I was blown away...I was glad I had my paperwork but their activity trail showed members services moving my reservation and throwing points that I couldn't use into a holding account. They were holding points....so was I just going to flush away these points? It made no sense.... the availability was there when i booked it, i had confirmation and printouts, I didn't change it and it wasn't like I never had the reservation there to begin with... if that were the case in that I just showed up at a resort that was full the whole time and I didn't have a reservation there...well then yes as a front desk person I'd call shenanigans on that.

That wasn't how mine worked.

 

[dzorn]

I do know this, then what do you suggest? We have never been told we had an HA room, until we got in it, and realized it would be a problem with our babes. Why aren't they telling guests? Guests with babies will more than likely have issues with the shower, so something needs to give. Like I said, we had a major mess the entire week we were there the 1st time, and the 2nd time, we had to deal with the most horrible view of a roof, as they were sold out, and this was the last room available. How are those good solutions to this problem?




I totally agree!

Tiger

Yes I understand but someone has to have that room, why should it not be you as opposed to any one else. Some of it is luck of the draw, with such a high occupancy you cannot leave rooms open. Ideally DVC should be 100% occupied. I know at times I will get the crappy view or not ideal location, but other members have to deal with that also. And other times I will have a fabulous view or awsome location. Over 50 years I think it will even out just fine. I don't think I deserve to have the non roof view or non HA room any more than my other DVC members.

Denise in MI

 

[dzorn]

I would literally have rather gone home than stayed in that room. They have to make SURE that people KNOW what they are being assigned, right there at the desk so it can be sorted out immediately.

In the future, should one of us need the HA room, that will be fine. Though I still don't see it as being very well thought out for those with such needs, as evidenced by the mom/daughter I met who were mystified by the one king bed in the hotel-HA room, and I could see us staying someone entirely offsite rather than being in those rooms.

Heck, I wish they had upgraded the mom/daughter from the hotel-side to the DVC side, so they could have more appropriate beds for their situation!

Again why do you deserve it more than anyone else. Yes not ideal but everyone gets not ideal on occasion.

Denise in MI

 

[cseca]

...
So when I arrived and they said I changed the reservation 2 days ago I was blown away...

Sounded like our reservation at BLT... "someone" or "something" changed our reservation to a different view and we were charged for it. 3 days before our arrival date. And they borrowed points from next year to upgrade us... without notification... nice eh?

The strange part was that nobody could figure out what happened.

 

[Mlissa88]

Sounded like our reservation at BLT... "someone" or "something" changed our reservation to a different view and we were charged for it. 3 days before our arrival date. And they borrowed points from next year to upgrade us... without notification... nice eh?

The strange part was that nobody could figure out what happened.

Nice...not sure how they can do that. I mean, I know how but it's the why I'm having trouble with.... and we're just two random people posting on a thread. I wonder how often it occurs to other folks.

 

[bumbershoot]

Again why do you deserve it more than anyone else. Yes not ideal but everyone gets not ideal on occasion.

Denise in MI

They shouldn't have these rooms in inventory for people who don't NEED them, and if they do, they need to TELL THE GUEST right there, AT the desk, so it is not a surprise. A very very negative surprise.

If this was all that was going to be available, I would have asked to go back to OKW, or anywhere else, as long as I had a room with a tub.

What they didn't get, is that by giving me an HA room with no tub, is that they were causing physical problems with me. I'm still not in great shape (working on it!) and after being in Orlando for almost 2 weeks by then, I was a hurtin' unit.

Their assignment of that room caused me to cry myself to sleep, because my legs and hips were in such pain, because I couldn't soak with my epsom salts. (I sound ancient here...but my body, even when perfectly fit and young, has never held up well to walking...I did a walkathon when I was 10, and couldn't walk for the next week because of it...my 35 year old mom had a few blisters, but I literally couldn't walk...walking+Molly = difficulties...if only they allowed jogging through the parks!)

So they were causing problems. And that's on top of the child with no bathtub issue; not AS big an issue for us as DS is 6, but the guy behind us with the TWO year old who had also been assigned a room with no tub, it was a bigger deal!

They had rooms available...they were handing them out to people (DH knew I didn't have the strength to move that night so he didn't push the move for THAT night). If they had them, why not USE them?


And at the heart of it all, why keep it SECRET until we got into the bathroom of the unit to finally see what was different about the room?

 

[disneynutz]

They shouldn't have these rooms in inventory for people who don't NEED them, and if they do, they need to TELL THE GUEST right there, AT the desk, so it is not a surprise. A very very negative surprise.

If this was all that was going to be available, I would have asked to go back to OKW, or anywhere else, as long as I had a room with a tub.

What they didn't get, is that by giving me an HA room with no tub, is that they were causing physical problems with me. I'm still not in great shape (working on it!) and after being in Orlando for almost 2 weeks by then, I was a hurtin' unit.

Their assignment of that room caused me to cry myself to sleep, because my legs and hips were in such pain, because I couldn't soak with my epsom salts. (I sound ancient here...but my body, even when perfectly fit and young, has never held up well to walking...I did a walkathon when I was 10, and couldn't walk for the next week because of it...my 35 year old mom had a few blisters, but I literally couldn't walk...walking+Molly = difficulties...if only they allowed jogging through the parks!)

So they were causing problems. And that's on top of the child with no bathtub issue; not AS big an issue for us as DS is 6, but the guy behind us with the TWO year old who had also been assigned a room with no tub, it was a bigger deal!

They had rooms available...they were handing them out to people (DH knew I didn't have the strength to move that night so he didn't push the move for THAT night). If they had them, why not USE them?


And at the heart of it all, why keep it SECRET until we got into the bathroom of the unit to finally see what was different about the room?

Sorry that this happened to you. Disney's goal is to fill the rooms even if they aren't as clean as they should be, may have a maintenance issue, or is a HC room not desired by non-HC Guests. They know that many Guests won't complain and just take what they are given because after all they are at WDW, especially if they are already in the room.

Bill

 

[pyrxtc]

I got there last year and checked in to my room. I waited and waited for the page telling me it was ready or at least the number. I finally called them and was told that I had canceled my reservation and they didn't have a room. After much debate and a few hours, they found my room but swore that I had canceled my reservation even though I had checked in that day earlier.

 

[cseca]

I got there last year and checked in to my room. I waited and waited for the page telling me it was ready or at least the number. I finally called them and was told that I had canceled my reservation and they didn't have a room. After much debate and a few hours, they found my room but swore that I had canceled my reservation even though I had checked in that day earlier.

Goodness gracious!!!!!
Did they think you were just checking in to say that you're cancelling?