We had our AKL stay from 4/25-4/30. The hotel was beautiful, the CM were all so kind. Unfortunately, we had a terrible experience with the lack of communication with management at the hotel and will likely never stay there again.
10 pm the night we arrived there was a message on our phone that the following night the electricity would be sporadically off and on for a few hours from 1-5 am. (we had arrived at 3 pm and nothing of this sort was mentioned at check in). Anyway, I called immediately and let them know this was a huge problem as my son is electrically depending as he is on a ventilator at night. They promised me over and over that they would have a battery back up that housekeeping would bring the next morning so it would be well in place before night time. When housekeeping showed up, they had no clue about it, so I called again. They checked with engineering, and promised it would be there by late afternoon. STILL didnt happen. 6 pm it STILL wasnt there so we went down and asked to speak with someone who had a clue what was going on. They checked, and promised it would be there by 9 pm, which it was.
Unfortunately, it was apparently brand new and not charged up, as the power went off at midnight and it only lasted 2 hours (it should have lasted all night as the power the ventilator uses is not that high). Of course, a battery back up not getting any electricity chirps a lovely loud chirp every 15-30 seconds... from midnight till 2 pm. Then it ran out of juice and had a steady beep that was quite loud... called down and they brought up another back up. back to the 30 second chirp for an hour. Then it had no juice either! They brought up 2 MORE back ups, which lasted until the power finally came on around 5 am. I am sorry, but 5 hours of chirping and beeping made mommy and daddy VERY poor company the next day! not to mention all the frustration of trying to be sure that we actually GOT a battery back up... shortened that day at the parks big time, and we were too tired to go to the parks at all the day after this debacle.
I tried to get someone to talk to us, but other than a scarce apology from the front desk we heard not a thing. Called our
travel agent, and they never called HER back either. (we were joining a 200 person part on the
disney cruise a week later, so the group manager from that trip also tried to call, and no response to her either!). when we checked out I again complained, and they gave me a paltry 1/2 night refund.
I had expected more from Disney, and certainly more from this hotel that I have read so many wonderful things about the last few months. Thankfully we had alreadty planned a hotel change partway through so had a marvelous 5 days at boardwalk... would stay THERE again in a heartbeat.
The power outtage was "supposedly" part of routine maintenance, and supposed to happen 5x a year... and NOT part of the construction.
Frankly, this would probably not be a big deal for most families, but for anyone with special needs, I would certainly NOT reccomend AKL as the place to stay. I get better service from marriott or even choice hotels! When Marriott had a key box problem last year in Seattle and I had to walk to the other end of the building to get in, they gave me a 2 night credit on a 4 night stay. Now THAT is customer service!
Travel agent is still working on this for us, but I hold out little hope. Personally, what would have been far better is to offer us another hotel for the one night of the power outtage... I would not have minded moving nearly as much as I minded not SLEEPING that night!
Ok, vent over... but did want to share our experience in case others with health issues are considering a stay.
Heidi