Just Back From OKW First DVC Trip....

[dianeschlicht]

Yes that would have been fine if I was switching do to the fact that the view was bad or I wanted a different floor..or wanted to switch from a 1BR to a Studio..But the fact they gave me a HA room then told me to come down at 10am (checkout is 11am) because they were going to have another room for me..after several talks with different people....I had the right to complain and not have to wait till sometime after 4pm....(snip)

Yes, it was their fault for giving you a HA without telling you, but they can't move you to a room that hasn't been cleaned yet. Since DVC resorts are usually at 100% occupancy, there was likely nothing to move you to at that time of the morning. That's the reason for the 4 PM check in time. I agree that you should probably not have paid the room change fee, since the HA was a surprise for you and also a big detriment with a young child in the party. I don't think you should have had to be loud to get it though. In my opinion, asking to be guaranteed a room change before the official check in time is unreasonable.

 

[prez65]

Yes, it was their fault for giving you a HA without telling you, but they can't move you to a room that hasn't been cleaned yet. Since DVC resorts are usually at 100% occupancy, there was likely nothing to move you to at that time of the morning. That's the reason for the 4 PM check in time. I agree that you should probably not have paid the room change fee, since the HA was a surprise for you and also a big detriment with a young child in the party. I don't think you should have had to be loud to get it though. In my opinion, asking to be guaranteed a room change before the official check in time is unreasonable.

Again If I was asking for a room change because of my own preferances that would have been fine to wait....but this was a major problem that they caused...and how come they managed to give me a room right away after I got angry? Aparently they did have a room ready so what was the game? They would not give me that room when I was pleasant but when I got angry they said here you go and gave me the keys just like magic a room was ready! And why would they want me to leave the HA room at 10am when checkout is at 11am. I was told they will have a room ready the night before and that is why they needed me there at 10am. They were wrong to put me through what I had to go through...I was not treated right, They never once said sorry....They treated me like I was being unreasonable which I feel I was not being.
Think about the situation....We arrived at 6:30 pm on a Sunday and checked in we walked to our room in the rain, we realized it was a HA room we called the front desk...over an hour back and forth with different people and not one of them being sympathetic...just being sarcastic...now we could not use the shower and had dinner ressies....had a 3 year old that had a very hard time using the toilet. Went to dinner and than went to the front desk which they asked us to do when we got back...we were told that they will have a room for us in the morning...just make sure that we were at the front desk by 10am..That morning after a long flight with 2 children and not being able to shower all the time on the phone trying to resolve the situation and not being able to settle in than wake up early so that we can call bell services to p/u our bags by 9:30.which they never did.Then we walked to the front desk at 10am in the rain and then they tell us we need to wait till sometime after 4pm.....now it's 16 hours since we arrived and we still were not settled in....so take away 16hours from my vacation and than want to add another wait of 5 hours or maybe more.... so now we are up to almost one full day of our vacation without being able to settle in.....and just a little note it was raining hard....so where do we go to wait?....it was just a mess!
They never even said sorry or do anything for us to make up for almost a full day of our vacation being on hold. Not even saying here are some stickers for the kids..they should have let us stay in the room until the other was ready if that was the case at least we would not be stuck out in the rain.......NOTHING. I realy hate to keep arguing the point...I do not think I was unreasonable....I tried very hard not to get angry....I was pleasant through all my conversations even when they were not....until the last minute and i got what I deserved....not what I wanted!

 

[diznyfanatic]

I'm sorry your vacation started out on such a bumpy road, but glad it worked out in the end.

For what it's worth, I appreciate you posting your experience and as a result, have made sure we now have two preferences noted on our two upcoming DVC reservations...non-smoking and now non-handicap. We also will be traveling with small children and you've hopefully saved us from experiencing similar issues.

I also think you have a perfect right to feel annoyed by your experiences. WDW is my favorite place on earth, why we purchased DVC, and normally why we're very easy to please while we're there. If we've got a room and it's clean, heck, that's pretty much all we need so let the magic begin!

I undestand the loyalty and emotion that Disney evokes, particularly on Disney message boards. We probably wouldn't be posting here if we didn't all share a common Disney passion.

However, just as I don't go looking for issues just because it's Disney, I don't think people should be expected to overlook issues just because it's Disney either.

In fact, I tend to think as DVC members, we would want even more to protect the image of quality and attention to detail that Disney has painstakingly crafted, and we'd want to see DVC continue to grow and prosper as that benefits all of us. Not to mention wanting to protect the money that we're all obligated to spend throughout at least the next 36 years. I know that it won't give me any warm Disney fuzzies in 15 years if DVC resorts are being poorly maintained or CM's turn a blind eye to guest's needs, just because it's Disney.

If I walked into a Hyatt hotel as a paying guest, and was given a room, despite Hyatt having all of the pertinent guests' information and ages, that was clearly and badly suited to our needs as well as having obvious maitenence issues, lost a whole day of vacation trying to deal with it, then was treated badly on top of that, and in some cases be told I would have to pay to change rooms, I would be upset too.

If moving people out of handicap rooms is causing Disney problems, why on earth aren't they telling people at check-in that the room is HC to avoid, or minimize, these issues?

I'm all for guests taking responsibility, educating themselves, and acting respectfully, but Disney, or any service provider, has to share equally in that responsibility.

 

[prez65]

Well said and Thank You....diznyfanatic. I as well will be putting those two requests with my ressies from now on.