How can this happen?????

[TCPluto]

Please tell us you didn't have to pay more points. That would shock me.

I'm interested to know this also.

The SSR GV is amazing, you'll love it. I hope everything works out for the entire trip.

 

[LIFERBABE]

Yes, Happy to hear DVC handled this with urgency and with your best interest in mind.

When your family sees that view from that Congress Park GV, all your worries will be laid to rest!

That is once in a lifetime, and Im so happy it worked out for you and yours. Please post when you return!

 

[BroganMc]

We only have a 210 point contract. I can't think of a more generous compensation, and believe me, it is softening the blow for us. We called my brother in law in California and told him about the extra HA features and he is doubly excited now. We just aren't the "elegant" type, we are more the "beachy" type. But we will have fun and enjoy our stay. I had a really rough night last night, and I want to thank you all for your help. My husband was ill and in a wheel chair for 3 months, so I caught a glimpse of what others might go through. God bless you all.

Rigsby, it does sound like DVC is bending over backwards to make up for their mistake. Their honest answer earns brownie points with me. No doubt the individual who made the typo has had an even worse week than you, hence the name being offered to you. Poor gal/guy. Mistakes do happen which is why we wheelchair users get used to obsessively checking. Yet, you have to have a bit of perspective just for your sanity. You learn what is ideal, what you can adapt to be near-ideal and end up only putting yourself in the absolute worst situation only on those rare occassions.

I have stayed at All Star Sports, about 8 years. It was a surprise Christmas present from my brother and father for our whole family. We got All Star because that was what they could afford to take a group of 9 with three-blocked rooms and plane fair. Five nights in February, I think.

My room was not accessible and I only used a manual chair, but it was the first time I had been to Disney World in 20 years. (Last time I was 8 year years old.) I was so happy just to be there, I didn't care about the lack of shower, tight spaces or noise. I figure All Star is there for folks who'd love to experience Disney but can afford no other way of staying there.

Keep in mind the important thing is that your family is getting together for a week's vacation. It wouldn't matter if you're on the moon. I say this having planned two big family vacations as well as major holidays every year. I start out dreaming of how great it will be, end up wanting to murder my ungrateful demanding family, am reminded how cool it is to see the them laugh and bicker together, and after the dust settles reminisce at how great it was despite the disasters I thought would ruin everything.

 

[Scotch]

rigsby25, I'm sorry to hear about your trouble but I'm glad that you are taking such a postive view at the end. Among other things your SIL should enjoy being able to get into the pool and hot tub at SSR (when that would have been difficult or not feasible at OKW). If you haven't toured SSR's GVs or seen photos, you can find some at http://www.allearsnet.com/acc/g_ss.htm. While it does not look as big as OKW's GV, it would be better than getting separate smaller units for your group.

 

[DrTomorrow]

[...]So what am I going to do? Make the best of it. If I stay angry and hurt, I won't enjoy the vacation, and I might interfere with some one elses good time if I continue to complain. [...]

This is a remarkably healthy attitude. Remember that Serenity Prayer....

[...] I assume people go to the All Stars because they can't get into the moderates or deluxes for one reason or another. SSR, I have a feeling, will be just that way. [...]

Not the best of analogies. First of all, the reason people "can't get into" non-SSR resorts is due solely to lack of availability, not cost. More to the point, it is a pretty nasty way to refer to those of us who truly love SSR and all it has to offer....

Glad it all worked out - now please keep and open mind; then come back and tell us how much you loved your GV at SSR!

 

[bpmorley]

He said that he is "giving" me over 200 points, so I don't think they are charging me. They are showing on myDVC as the actual point values. If they charge me,

Giving? Giving? Let's see, you book at the 11th month window at YOUR home resort. They royally screw up your reservations. And they clain they're GIVING!!!! you something. They've got nerve.

 

[chris1gill]

Giving? Giving? Let's see, you book at the 11th month window at YOUR home resort. They royally screw up your reservations. And they clain they're GIVING!!!! you something. They've got nerve.

Let's just be thankful they had the availability & are not charging her more for it! You never know about these things....

Rigsby25, have a great vacation!

 

[Dreamfinder2]

Rigsby25, after having read this thread for the first time this morning, I have to say that you are an absolute model of grace and understanding.

Most of the pencils I own come with erasers, because mistakes can and do happen. And in the Grand Scheme of Things, sometimes (often?) we are the benefactors of someone else's mistakes - in this case, some hapless Disney drone who tapped the wrong key... and who has been, I'm sure, been dealt with appropriately.

I agree - DVC could've just issued a simple "I'm sorry," and let it go at that. Seems to me they've operated with great integrity. There is a difference in what they're obligated to do and what they choose to do - and owning up to an error and making things as right as possible sure has increased their stock in my eyes.

We're staying in a SSR GV during Thanksgiving. The GVs are delightful.

Anyway, just wanted you to know that your attitude and spirit have, in a strange but pleasant way, been a great encouragement to me this morning. You've displayed a refreshing lack of entitlement, and I appreciate you. Not to go all mushy on ya, but I think your heart will be blessed, and this will be the best family vacation ever.

 

[NMW]

I'm so glad everything worked out for your family. Have a great trip!

 

[dianeschlicht]

Have a GREAT trip!

 

[Sammie]

Giving? Giving? Let's see, you book at the 11th month window at YOUR home resort. They royally screw up your reservations. And they clain they're GIVING!!!! you something. They've got nerve.

You know giving can be a term meant that they are not charging the OP, it does not have to mean they are doing her a favor.

They messed up, they admitted it. And they are doing everything they can to make it right, within the limits of what is available to work with.

Humans make mistakes everyday, I am sure the person responsible feels as badly about this as anyone. I don't think anyone at MS sits around and deliberately messes with our vacations.

It must be nice to be one in millions that has never made a mistake.

I know the OP is disappointed, but my outlook on life is things happen for a reason and I make the best of it.

I am sure she will too. I wish for her and the family a magical trip.

 

[JodyTG]

IMHO, I don't think that SSR is "fancy" in the way that the Grand Floridian is. (That is one place where I feel like a little kid at Grandma's again and told not to touch anything.)

SSR is truly lovely and the rooms really are comfortable and "homey." I'm sure you'll feel right at home.

 

[bpmorley]

It must be nice to be one in millions that has never made a mistake.

It is.

 

[Sammie]

It is.

Well at least your honest, but not necessarily modest, thanks for the laugh.

 

[TCPluto]

Giving? Giving? Let's see, you book at the 11th month window at YOUR home resort. They royally screw up your reservations. And they clain they're GIVING!!!! you something. They've got nerve.

Not only nerve, but heart, understanding and integrity.

What WDW and OKW did do was bend over backwards and make a significant upgrade for the OP's entire stay at no additional cost. DVC went above and beyond to correct a mistake.

The OP is going to have the trip of a lifetime and will undoubtedly fall in love with the SSR GV, it's an incredible accommodation.

 

[bpmorley]

Not only nerve, but heart, understanding and integrity.

What WDW and OKW did do was bend over backwards and make a significant upgrade for the OP's entire stay at no additional cost. DVC went above and beyond to correct a mistake.

The OP is going to have the trip of a lifetime and will undoubtedly fall in love with the SSR GV, it's an incredible accommodation.

Did you read everything in this thread????? think about it now. The OP reserved at the HOME RESORT 11th month window!!!!! Someone at DVC screwed up royally!!!! Then when they have to change resorts(remember, the DVC member reserved at the 11 month window at the HOME RESORT)DVC claimed that they were already giving them 200 points. THIS IS ABSOLUTE BS!!!! I know mistakes happen, but all points aside DVC owes them a room for them and their guests. End of story. Is any money coming from that guys pocket, who said that DVC was already giving them points, NO!!!!!!!
He should have to bend over backward to get them a room. BOTTOM LINE, DVC MESSED UP. END OF STORY. Does anyone understand that??????
Pardon if I'm offending anyone in my drunken rant

 

[BroganMc]

Did you read everything in this thread????? think about it now. The OP reserved at the HOME RESORT 11th month window!!!!! Someone at DVC screwed up royally!!!!

He should have to bend over backward to get them a room. BOTTOM LINE, DVC MESSED UP. END OF STORY. Does anyone understand that??????
Pardon if I'm offending anyone in my drunken rant

I read the thread. Perhaps you missed the part where DVC upgraded the studio rooms to one bedrooms and pulled a lot of strings to get that GV DTD view at a resort that is more handicap accessible then the one originally booked.

The point count is significantly higher with what DVC gave the OP. And yes, it stands to reason that DVC should have done just that. It was their mistake. They admitted it was their mistake and did everything possible to fix it. What did you want DVC to do? Kick out another special needs guest or build a brand new accessible Grand Villa at OKW in 3 days? Or perhaps you just want to know the MS person who made the typo was flogged and tarred for the mistake. (I kinda think that person has been dealt with by management as usually happens when someone costs a company money and street cred.)

Sometimes things happen. But if you are patient and adaptable you'll find the best things usually come from mistakes... serendipity. I've gone kicking and screaming into things I thought were less than what I'd planned and found myself completely surprised and impressed. And the OP has learned a valuable lesson from all this: having your family together in an enjoyable for all place is better than a few extra feet in a balcony and decorations on the walls.

 

[Nanajo1]

You know giving can be a term meant that they are not charging the OP, it does not have to mean they are doing her a favor.

They messed up, they admitted it. And they are doing everything they can to make it right, within the limits of what is available to work with.

Humans make mistakes everyday, I am sure the person responsible feels as badly about this as anyone. I don't think anyone at MS sits around and deliberately messes with our vacations.

It must be nice to be one in millions that has never made a mistake.

I know the OP is disappointed, but my outlook on life is things happen for a reason and I make the best of it.

I am sure she will too. I wish for her and the family a magical trip.

This is not the first or only time DVC has messed up a request for an HP GV at OKW. I also made my ressie at OKW my home resort at 11 months for an HP GV. I didn't find out until I arrived with 19 people for my Magical Gathering that it was not available for the first 3 days.While a solution and accommodations were eventually made it seems that HP GV is a problem request at OKW. DVC is a business and as family-like as we consider it DVC needs to conduct itself like a business with customers who should receive what they "purchased" ie the reserved unit. I wonder how folks would react if this was a Marriot snafu?
__________________

 

[SueM in MN]

This is not the first or only time DVC has messed up a request for an HP GV at OKW. I also made my ressie at OKW my home resort at 11 months for an HP GV. I didn't find out until I arrived with 19 people for my Magical Gathering that it was not available for the first 3 days.While a solution and accommodations were eventually made it seems that HP GV is a problem request at OKW. DVC is a business and as family-like as we consider it DVC needs to conduct itself like a business with customers who should receive what they "purchased" ie the reserved unit. I wonder how folks would react if this was a Marriot snafu?
__________________

Was yours guaranteed handicapped accessible or was it a medical request?

HA guaranteed is a guarantee and a mistake should not have happened.

A medical request is just a request that is filled before other requests for the same thing. Someone else wanting a guaranteed HA unit would "bump" a medical request. It's also possible that someone arriving a few days earlier for a GV was assigned one in a different area and asked if one was available in those buildings. Someone making a medical request for a first floor or elevator access GV should be told the chances of not getting one (but usually is not), so they can decide if it is an acceptable chance to them or not (it's really only a problem in the OKW GV, because of the small number available).

Whether it was guaranteed or a medical request, the end result was the same; a guest who expected to get a GV they could access, did not get one.

The reason is important because the way it occured was different and the solution to the problem is different.
For the guaranteed-run-thru-Special-Reservations, there must be some way they could "build in" a safeguard step so the CM gets alerted if the room size they blocked doesn't match the room size requested. That would take care of the problem the OP had.

The medical request problem is an education problem.
The CMs are not "hearing" the medical request and thinking of what it means.
When DH called to make the reservation for a GV, he clearly told the CM that we had a DD who used a wheelchair and would not be able to get into the room unless we had first floor access or were in the building with elevators. DH did say that the room would be useless to us unless we could get in without stairs.
The CM asked if we needed a roll in shower. DH said no, it would be nice, but all we absolutely needed was to be able to get her into the room without carrying her up the steps. When we got our confirmation sheet, we were down as a medical request for first floor or building with elevator. That would work at the other resorts (since all the GVs have elevator access), but it is pretty useless at OKW, where the GVs you can enter without climbing stairs are in short supply.

That is an education problem for the CMs. They need to listen better when people make requests like that - the only part this CM apparently heard was "no, they don't need a roll in shower". If she had known her "product" better, she would have known that the other things we needed (access without climbing stairs) were only available in the HA GV units at OKW.
They should have a "script" that comes up on the screen when they put in a medical request for first floor or elevator at OKW that instructs them to tell the guest what that means in terms of being able to get a room that meets that request. (They do something similar in hospitals and pharmacies - when certain orders are entered, a screen of instructions or cautions come up). They may not have an interactive element to the comments part, but they should, since this problem has come up before.

In our case, I knew that the chance of us getting a GV we could use was low to nil, so I called back. When I talked to the CM, at first she was just saying "Yes, I see you have a request for a first floor GV. Do you need a roll in shower?" I said we did not, but I had one person who could not walk at all and at 90 pounds, we could not carry her up the stairs and 2 older people who would have difficulty climbing stairs. Her response to that was "You realize that they are going to have to climb stairs to the second floor of the GV even if you have a HA one, so having one may not help you much?"
My response was that we realized that, but the the 2 older people having to climb one flight of stairs to get into the unit and one to get up to their room would be too much and in any case, how were we to get the DD in the wheelchair up to the door of the room since she couldn't walk at all?
At that point, she checked with Special Services and made us a guaranteed HA GV.

But, I should not have needed to do all this to get what we needed. DH thought he had made it pretty clear what we needed.
If I had not been aware of the small number of HA GVs, we would have gone expecting to get one and likely not had one.

 

[lisareniff]

It is refreshing when someone in the service industry actually admits to a mistake and apologizes - then tries to make things right the best they can! It seems to be missing in today's world. DVC

Sorry to the OP that things are not as you had planned but hope your trip is a good one!