MS Needs to be better trained

[InstImpres]

It has been a while since I have called with anything besides a basic reservation. I called to request a ground floor or elevator building for my cousin as they now need a scooter for long walking which I didn't realize. I was told the request could not be accomodated as I did not book a HA room! When I stated I don't need an HA room but need to get the scooter in the room at night, I was told to use the elevator. When I explained that is why I requesting an elevator buidling I was told all buildings have elevators.

So am I losing my mind and did the three story walk up last time for exercise or is this CM not trained? I am trying to call the resort directly to resolve this but am being transferred all over.

 

[moredisneyplease]

i'm not too sure where you are staying but i'm going to watch this thread closely. I'm at BWV in 5 days and just broke my toe a few days back! I know BWV does have an elevator but now i'm wondering if i should be calling and making a request due to those wicked long halls!!!!

 

[childsplay]

If you are talking about OKW, there are only a few, 2 maybe 3 (I think), villas that have elevators, soI'mnot sure what the person at MS is talking about??

 

[InstImpres]

I know BWV does have an elevator but now i'm wondering if i should be calling and making a request due to those wicked long halls!!!!

Sorry to hear that. I agree the halls are long but in the scheme of all the walking you in do in Disney, the halls are probably the least of it (though you could certainly call and add the request).

My frustration is that MS didn't know and wouldn't check that only 3 of the buildings have elevators at OKW. There would be no way to CARRY a scooter up to the third floor, so the fround or elevator building request should be met. She just kept telling me since I didn't book an HA room, it was a no go. I kept explaining I didn't want to take the HA room from someone that may need things like a roll in shower, I just couldn't carry the scooter up the stairs.

 

[dianeschlicht]

Sorry to hear that. I agree the halls are long but in the scheme of all the walking you in do in Disney, the halls are probably the least of it (though you could certainly call and add the request).

My frustration is that MS didn't know and wouldn't check that only 3 of the buildings have elevators at OKW. There would be no way to CARRY a scooter up to the third floor, so the fround or elevator building request should be met. She just kept telling me since I didn't book an HA room, it was a no go. I kept explaining I didn't want to take the HA room from someone that may need things like a roll in shower, I just couldn't carry the scooter up the stairs.

Call back and get a better agent. I don't tolerate those who are stupid.

 

[InstImpres]

Call back and get a better agent. I don't tolerate those who are stupid.

I ended up going straight to the resort (since the reservation is soon). It just made me think I was losing it. I am amazed that as a TA, I could not get away with not knowing this. Not only did MS not know, the resort operate told me she was transfering me to the front desk and transfered me to CRO, who also told me not to worry there are elevators!

They have so many pop up screen with info from what I am told, no elevator should be obvious!

 

[JudithM]

OKW only has three buildings with elevators - 62, 63 & 64. Member Services should be able to note in your reservation that you need an elevator building or a first floor room for medical reasons. I have mobility issues & have had this request for each visit since 2000. The request has always been met.

How soon is your reservation? I know from experience that my last reservation was turned over to OKW about two to three weeks before my arrival.

When one calls the OKW phone number from on property or off, you are actually connected to a WDW operator, not an OKW CM.

 

[Dean]

It has been a while since I have called with anything besides a basic reservation. I called to request a ground floor or elevator building for my cousin as they now need a scooter for long walking which I didn't realize. I was told the request could not be accomodated as I did not book a HA room! When I stated I don't need an HA room but need to get the scooter in the room at night, I was told to use the elevator. When I explained that is why I requesting an elevator buidling I was told all buildings have elevators.

So am I losing my mind and did the three story walk up last time for exercise or is this CM not trained? I am trying to call the resort directly to resolve this but am being transferred all over.

Requests for medical reasons tend to have the highest priority but are still only requests and cannot be guaranteed. The only way to guarantee such a request IS to book a HA room. IMO, it's unreasonable to expect to get such a request but not be willing to accept a HA room though I think it's OK to request it as a request knowing it may not work out.

 

[Chuck S]

Requests for medical reasons tend to have the highest priority but are still only requests and cannot be guaranteed. The only way to guarantee such a request IS to book a HA room. IMO, it's unreasonable to expect to get such a request but not be willing to accept a HA room though I think it's OK to request it as a request knowing it may not work out.

As Dean said, HA room requests can be "guaranteed" by going through special services AFTER you have made a DVC reservation. Special services can block off an HA room. Other than that, ground floor, elevator (even for medical) is just a request. But it is rare that such a request is not met, as medical requests take priority over non-medical.

Given that basically 1/3 of the rooms at OKW are ground floor units, you shouldn't have much of a problem having the request honored, but again, her ar no guarantees, unless you book an HA unit through special services.

As far as MS and CRO not knowing there are no elevators at OKW except in 3 buildlings, they should know that. But then again, I'll bet OKW is the only onsite resort without elevator access to all rooms.

 

[InstImpres]

Requests for medical reasons tend to have the highest priority but are still only requests and cannot be guaranteed. The only way to guarantee such a request IS to book a HA room. IMO, it's unreasonable to expect to get such a request but not be willing to accept a HA room though I think it's OK to request it as a request knowing it may not work out.

They did not have any HA rooms, it wasn't that I didn't want one. I also wanted the request listed either "for medical reasons" or listed as a comment of "guests uses scooter" so that the room controller understood the need.

As Dean said, HA room requests can be "guaranteed" by going through special services AFTER you have made a DVC reservation. Special services can block off an HA room. Other than that, ground floor, elevator (even for medical) is just a request. But it is rare that such a request is not met, as medical requests take priority over non-medical.

Given that basically 1/3 of the rooms at OKW are ground floor units, you shouldn't have much of a problem having the request honored, but again, her ar no guarantees, unless you book an HA unit through special services.

As far as MS and CRO not knowing there are no elevators at OKW except in 3 buildlings, they should know that. But then again, I'll bet OKW is the only onsite resort without elevator access to all rooms.

Again, the agent didn't want to put it in as a medical request because "since all the buildings have elevators, there is no need for your request". It is just frustrating they don't know and she wouldn't check even after I said I was 99% certain only 3 buildings have elevators.

FYI - Caribbean Beach (obviously non-DVC) does not have elevators either.

Overall, I was just frustrated that what I consider a basic fact about the resort and could be essential to many (and be necessary for ADA) was not know to CMs.

 

[CarolMN]

......(snip).....Overall, I was just frustrated that what I consider a basic fact about the resort and could be essential to many (and be necessary for ADA) was not known to CMs.

I agree with you. It's too bad the CM wasn't willing to check. Hope you got his/her name.

If you haven't already done so, please consider sending a note to member satisfaction so that they can address this with the CMs - if I needed an elevator, was told all the buildings had them and then arrived to find my room was "not accessible", it would be a problem for the front desk.

Thanks for sharing the issue with us.

 

[dianeschlicht]

I agree a note to member satisfaction is in order. FYI, I have never had any problem requesting ground floor for medical reasons when we have had to accommodate our DIL who must use a scooter.

 

[bonybroad]

My personal experience has taught me that the CMs are not the most accomodating with medical requests.

 

[snowwhitemom]

I must admit I have more than once thanked the person I was speaking with at MS to only hang up and call back and speak to someone who either had more knowledge ........ or manners and kindness.

 

[Chuck S]

You're saying they wouldn't take the ground floor request and list it as a medical request at all? I thought in your other post they simply meant they wouldn't put it down as some sort of guarantee.

That is just uncalled for, and you definately need to inform Member Satisfaction. While I understand the request not being guaranteed, there is no reason to not even take the request, even if the CM thought the buildings all had elevators.

 

[InstImpres]

I must admit I have more than once thanked the person I was speaking with at MS to only hang up and call back and speak to someone who either had more knowledge ........ or manners and kindness.

I guess that is part of my frustration. How many of us are doing that and since it is our dues directly paying for this, it bothers me. I also have been trying to use the 407 number for my calls as I now have unlimited long distance and don't want to add to the "800 bill". Unfortunately, the 800 number is easier to remember and the confirmations do not list the 407 number.

Really just needed a place to vent, so thanks

 

[Dean]

They did not have any HA rooms, it wasn't that I didn't want one. I also wanted the request listed either "for medical reasons" or listed as a comment of "guests uses scooter" so that the room controller understood the need.





Again, the agent didn't want to put it in as a medical request because "since all the buildings have elevators, there is no need for your request". It is just frustrating they don't know and she wouldn't check even after I said I was 99% certain only 3 buildings have elevators.

FYI - Caribbean Beach (obviously non-DVC) does not have elevators either.

Overall, I was just frustrated that what I consider a basic fact about the resort and could be essential to many (and be necessary for ADA) was not know to CMs.

As I noted, asking is OK, they SHOULD have listed the request. HA rooms or not, it's still just a request otherwise though and not something than could be guaranteed even if all the HA rooms were taken. I don't think it's uncommon to get misinformation from MS or other similar systems, esp with new and inexperienced people. The best approach in this situation is to hang up and call back or ask for a supervisor.