I must vent about SSR and my nephew!!

[rapisano]

My sister is currently at SSR and arrived in on Sunday she didn't get into her room until 6pm!! I know that this was very difficult for her and no she was not going into a park that day to by pass the time and not waste the day.. Her son has autism and she has to be careful about not overwhelming him at one given time. She was instructed to let the concierge know when she arrived to make there stay more pleasant. So she had to walk around for 3 hours and try to explain to him that we would be getting the room soon... I usually travel with her so as a family we call can help with distractions and work through each difficulty . So thats my issue and I hope this doesn't happen to any one else with a special needs child. I understand the urgency of getting a room at a reasonable time.

 

[MousekeMommy]

Oh, no! Thanks for the "heads-up" . . . we'll be there next week. Luckily we'll have a car with us (we're making a 17 hour trip down I-75 ! !
Maybe we can pass the time at DTD or checking into getting a GAC or stocking up at a grocery store . . . I hope their trip goes well from here on out!!!

 

[Talking Hands]

Sorry this happened to you but sometimes these things happen and Disney is not at fault. People depart late, many depart at the same time and housekeeping is overwhelmed. I had one time when I didn't get my room until after midnight. Just a series of problems that had them changing my room 3 times before they got one that would accommodate my needs. Somehow CRO didn't send full information to the resort. It happens and the resort did its best.

 

[SueM in MN]

I'm sorry they had that experience. The last time we stayed at SSR and the last time we stayed at OKW, we also got in after official check in time. I know some of the reason is that people don't necessarily leave on time and then, all of a sudden Housekeeping is totally overwhelmed. I know one time the reason we could not get in was that the people before us in the room had spilled a lot of stuff on the carpet and it had to be shampood before we could get in. That could happen at any resort, but I think it happens more at the DVC resorts because they have kitchens. Also, each room has a lot of cleaning involved in getting it ready for the next guest, especially if the previous guests left it really messy.

I know that doesn't help them, but there really isn't anything we can say to help except that I hope tomorrow works out well for them.

One thing I'd suggest to people in the same situation would be to check you bags with Bell Services and ride the bus to Epcot or MK and then take some rides on the monorail. No charge, no need for park tickets because you are not going in. Also, many people have posted in the past that their children with autism liked the monorail very much. When you are done riding, just take a bus back to your resort. What they have done in the past when our room was not ready was to get a phone number to call later to get our room number.

 

[ducklite]

Sorry this happened to you but sometimes these things happen and Disney is not at fault. People depart late, many depart at the same time and housekeeping is overwhelmed. I had one time when I didn't get my room until after midnight. Just a series of problems that had them changing my room 3 times before they got one that would accommodate my needs. Somehow CRO didn't send full information to the resort. It happens and the resort did its best.

You know, I don't buy this line of thinking for one second. The housekeeping department knows far in advance how many check-outs they have in a day, and should staff accordingly. One delayed departure out of every five isn't going to make a difference, it can easily be worked around--they aren't cleaning every room at the same time. One room with a carpet that needs cleaning shouldn't make a difference, I'm sure there were others arriving that day much later than the OP who could have been assigned a room that wasnt' quite ready when the OP arrived and she could have been given one that was. This guest didn't need an accessible room, just a room.

Check-in is at 4:00 pm, and the guests room should be available at 4:00 pm with no excuses. Being understaffed is NOT an excuse. They can hire temps, use members of management, whatever it takes. Gee, maybe actually PAY people a little more so they can get them to work for WDW to begin with.

With the millions they are spending in recruiting costs per year around here (the constant ads on the radio and full page ads in the Sentinal aren't free) they should use 90% of that money to pay their lower paid employees better and they'd have a lot less problem recruiting.

The room should have been ready at 4:00, maybe slightly after (4:15) and IMHO the OP should have somehow been compensated--a fruit basket or something along those lines as an apology.

Anne

 

[KPeveler]

actually, and i am not taking sides, but speaking from experience from working in a hotel, we often do not know how many check outs we have until the day before, because people change their plans so often.

i agree that sometimes it is frustrating, but having worked in a hotel, it is very difficult to get everything ready...

 

[SandrainNC]

Sorry that happened to you!

When we arrived at 3:00 at AKL last trip our room wasn't ready. The CM behind the counter told me that rooms actually are guaranteed to be ready by 5:00 PM, not the 3:00 check in time. I had never heard of this before. I always assumed they are supposed to be ready at 3:00. So now I know I guess.

But in any case, if that is true, they were still late for you.

Sandra

 

[ducklite]

actually, and i am not taking sides, but speaking from experience from working in a hotel, we often do not know how many check outs we have until the day before, because people change their plans so often.

i agree that sometimes it is frustrating, but having worked in a hotel, it is very difficult to get everything ready...

I find it hard to believe that within a 3% margin WDW--espescially a DVC resort--doesn't know how many check-outs they will have on a day-to-day basis. It's not like people just decide to pop in to WDW for a night like what you might find in the roadside motels along I-95.

Anne

 

[Lewisc]

You already know this:
1) DVC units have high occupancy rates
2) Sunday check ins are popular, due the point structure
3) Check out is 11, my guess is guests who leave a little late don't get bothered.
4) Most DVC customers don't get daily maid service
5) DVC units take longer to clean then regular hotel rooms.

In other words "normal" staffing isn't enough to get the units turned over a timely basis during times of higher turn over.

You're right Disney should either hire enough part timers to cover the 11a-4p time period or move staff from other jobs during that time period. I don't know about Disney union rules but it would make sense to have the staff that's cleaning common areas of the resort used to supplement the regular housekeeping staff.

There are reasons why Disney's deluxe hotels are only rated 3 stars by the real rating services and staff guest ratio is one of those reasons.

The OP shold have been told the room wouldn't be ready on time so they could have done something else.

I find it hard to believe that within a 3% margin WDW--espescially a DVC resort--doesn't know how many check-outs they will have on a day-to-day basis. It's not like people just decide to pop in to WDW for a night like what you might find in the roadside motels along I-95.

Anne

 

[rapisano]

You know, I don't buy this line of thinking for one second. The housekeeping department knows far in advance how many check-outs they have in a day, and should staff accordingly. One delayed departure out of every five isn't going to make a difference, it can easily be worked around--they aren't cleaning every room at the same time. One room with a carpet that needs cleaning shouldn't make a difference, I'm sure there were others arriving that day much later than the OP who could have been assigned a room that wasnt' quite ready when the OP arrived and she could have been given one that was. This guest didn't need an accessible room, just a room.

Check-in is at 4:00 pm, and the guests room should be available at 4:00 pm with no excuses. Being understaffed is NOT an excuse. They can hire temps, use members of management, whatever it takes. Gee, maybe actually PAY people a little more so they can get them to work for WDW to begin with.

Yes I guess that is how I felt with my sister I just felt so bad for her because I knew how hard it was and expected to check in by 4pm. She lives in Atlanta so she even left at the appropriate time so she would arrive right at the check in time so there was no difficulties with her son. Thank you for your support it makes me feel a bit better that others feel the same way as I do.

 

[rapisano]

You already know this:
1) DVC units have high occupancy rates
2) Sunday check ins are popular, due the point structure
3) Check out is 11, my guess is guests who leave a little late don't get bothered.
4) Most DVC customers don't get daily maid service
5) DVC units take longer to clean then regular hotel rooms.

In other words "normal" staffing isn't enough to get the units turned over a timely basis during times of higher turn over.

You're right Disney should either hire enough part timers to cover the 11a-4p time period or move staff from other jobs during that time period. I don't know about Disney union rules but it would make sense to have the staff that's cleaning common areas of the resort used to supplement the regular housekeeping staff.

There are reasons why Disney's deluxe hotels are only rated 3 stars by the real rating services and staff guest ratio is one of those reasons.

The OP shold have been told the room wouldn't be ready on time so they could have done something else.

I agree with you as well. I do believe that if it is the buzy season and they want the guests to be as happy as they say they should be then get those guests checked in by 4pm!! Especially the ones that have a special needs child. I dont have any special needs children personally however if they explained to me that we have other guest that have special need then by all mean we can wait a bit longer to help out those how need it first!! However I do have 13 year old twins and god know I feel like I am at my wits end some days and would love to just get in my room and stop there dang bickering but I repect the others whom need there room before me. I always travel with my sister and help her and love to be with her family and her son. I do know it can be very challengeing at time and people can be so hurtful to her and him. It is so disturbing and the people are just so ignorant. She called me today and said that guests were making fun of her son and said he doesn't pay any attention to the life guards and the guests! HA! She had told them he is autistic and they could careless.; Its a good thing I wasnt there because god knows they would have been so well informed and put in there place in a sec.. My sis deals with this every day and it becomes tiresome to fight the fight,,, So any way I am rambling

 

[Deb & Bill]

DVC resorts say check in is AFTER 4PM, not BY 4PM. Sunday is the busiest check in day and the more requests you have, the longer you may have to wait. We didn't have any requests when we checked in on Jun 1 and for the first time in years, we got into our room immediately.

As for the guests making fun of your nephew, lots of people don't know much if anything about autism and might not even be aware that he has a medical condition, only seeing a boy who looks like he should be better controlled at his age. Education helps, but not "putting them in their place".

 

[loribell]

Actually check in time for DVC resorts is "after 4:00 pm". It does not say at 4:00 pm. Just an FYI.

 

[loribell]

Well Deb I guess you were typing as I was reading!

 

[septbaby]

Your nephew still needs to be safe at the pool, so there a few things that come to mind:

Your sister can tell hotel management (esp. lifeguard mgmt) the best way to get his attention or to have him understand.

She can ask them to communcate with her and she can make sure he's safe.

If the guards or CMs are being "ignorant" bring that to management's attention ASAP. No guest should be disrespected, but with teens and young adults many don't have the sensitivity/maturity to know better. Rude guests are a PIA. If they had any self esteem they wouldn't need to pick on your sister or nephew.

Don't dwell on what has not gone well for your sister this trip. Something has to be awesome, dwell on that and let you nephew tell you all about it soon.

 

[Lewisc]

I interpert that policy to mean I can check in any time after 4p (4:01 for example) and get my room.

Some people interpert that to me Disney doesn't have to have my room available until some indeterminate time after 4p. Under that interperation Diseny could delay check in until 5 or 6p That interperation isn't reasonable since Disney wouldn't owe me a room until midnight.

Again a guest who arrives at the desk any time after 4p is entitled to check in.

I understand it takes an hour to clean a DVC room for the next guest. That means a housekeeper can only clean 5 rooms after check out and have the room available by 4p, less if you assume a lunch break.

DVC resorts say check in is AFTER 4PM, not BY 4PM. Sunday is the busiest check in day and the more requests you have, the longer you may have to wait. We didn't have any requests when we checked in on Jun 1 and for the first time in years, we got into our room immediately.

 

[eliza61]

You know, I don't buy this line of thinking for one second. The housekeeping department knows far in advance how many check-outs they have in a day, and should staff accordingly. One delayed departure out of every five isn't going to make a difference, it can easily be worked around--they aren't cleaning every room at the same time. One room with a carpet that needs cleaning shouldn't make a difference, I'm sure there were others arriving that day much later than the OP who could have been assigned a room that wasnt' quite ready when the OP arrived and she could have been given one that was. This guest didn't need an accessible room, just a room.

Anne

I wish it was that simple, I worked as a maid in a 4 star hotel through college.
1) if people chose not to leave until 2 hours after check out, outside of charging them a fine, there is not much you can do. You cannot go up to the room and physically remove them. Believe me, it happens more often than not. If you've got 25 rooms checking out at the same day it can get quite busy.
2) Yes you can staff with the expectations of a certain number of guest leaving but you never know the condition of the room until you actually get there. Many times we would have sufficient staff only to find out that a room that should take 45 minutes to clean is now going to take 2 hours to clean. Believe me even in the best of hotels you can not imagine what people do.
3) Housekeeping still has the guest who are staying to also cater too
it is not hard at all to throw a very organized, efficient operation in a tizzy.

I'm just saying that "stuff" happens and OP may have gotten an off day. It's just not as simple as throwing money at the problem.

 

[deej696]

Usually I am sympathetic with the hotel in these types of threads, mainly because I too used to be a hotel manager at a luxury hotel. However, in this case I agree with both sides. There is absolutely no excuse that your sister should have had to wait, especially since Disney knew about your nephews needs. When I was in the business, if we had a VIP or a special needs situation, the VERY FIRST room that checked out that day was assigned to them and the room attendants cleaned it first. That room was not unblocked for any reason. This is what should have happened with your sister...

As far as check in at 4pm. Sunday is the heaviest check out time, and in this case heaviest check in time for DVC resorts. This is a tough, if not impossible situation for a hotel, it would usually be 7pm at night before the last room was done. Guest arrivals tend to follow a pattern, however. If on a typical sunday they have 50 rooms that tend to arrive at or before 4pm, then they should be staffed to ensure that many are ready at 4. In our hotel, friday and saturday were the busy nights, and everyone wanted to check in immediately at 3pm. It was rare that someone had to wait, and that was usually only if they had specific requests.

Basically this should not have happened to you, and I'm sorry it did. My faith is that disney will have made it up to them by the time its all said and done...

 

[rapisano]

DVC resorts say check in is AFTER 4PM, not BY 4PM. Sunday is the busiest check in day and the more requests you have, the longer you may have to wait. We didn't have any requests when we checked in on Jun 1 and for the first time in years, we got into our room immediately.

As for the guests making fun of your nephew, lots of people don't know much if anything about autism and might not even be aware that he has a medical condition, only seeing a boy who looks like he should be better controlled at his age. Education helps, but not "putting them in their place".

Well are far as putting Ignorant adults in there place It is crazy that they think they can make such a crude comment to the whole pool and make a mockery of my newphew and we should not voice or opinion to them yeah right! He cant speak for him self so I guess its our job to make sure they inconsiderate guests are well informed. I would never make a comment out loud like that first of all and 2nd I would approach the adult not the teens. People just need to think first before they speak. 3rd he wasnt doing anythink wrong he was just in him own little world swimming and enjoying him self. The last time I checked thats what you do in a pool. If he accidently bumped into someone and didnt say excuse me then oh well..I wouldnt care if a child did that they were having fun...

 

[rapisano]

Your nephew still needs to be safe at the pool, so there a few things that come to mind:

Your sister can tell hotel management (esp. lifeguard mgmt) the best way to get his attention or to have him understand.

She can ask them to communcate with her and she can make sure he's safe.

If the guards or CMs are being "ignorant" bring that to management's attention ASAP. No guest should be disrespected, but with teens and young adults many don't have the sensitivity/maturity to know better. Rude guests are a PIA. If they had any self esteem they wouldn't need to pick on your sister or nephew.

Don't dwell on what has not gone well for your sister this trip. Something has to be awesome, dwell on that and let you nephew tell you all about it soon.

Yes they are all having a great time and there has been so many positive fun times. If a guest is disrespectful and rude and feels its ok to shout it out to the entire pool then I guess they opened them self up to a answer to there crude comment. I understand that people dont understand autism and but I would never say that to any child..
Any way the positive side is they are having a great time the sad side is they said they will never go back to SSR again.