We physically went to the front desk, they sent housekeeping and they said there was nothing they could do about it. They didn't have an air mattress to help. The front desk told us they couldn't switch out resort, that we would have to call central reservations.Very disappointed in how it was handled by the folks at BW(a lot of shoulder shrugging with no answers), but we contacted our Disney
travel agent(a family member who is amazing)who contacted Disney on our behalf, and within 30 minutes we were checking into an OKW two bedroom for $300 more for the whole trip.
We use to be DVC members, so we knew the drill! LOL!
This is the only resort that we had serious problems with the pull out.