Need Honest Opinions Please

[Candlelady]

Just back from 9 days of magic, 7 of them at the BCV. Checked in to the villas Saturday January 31st at 9:30a.m. Our check-in went smoothly and we had a lengthy conversation (initiated by the CM when I asked if there were any rooms ready) about how badly the villa rooms are left by members and the cleaning that must be done. We were told all our requests were met, top floor, pool view and our room had been pre-assigned. Started calling around noon but our room wasn’t available until 4. I know we shouldn’t be calling every hour, but we were tired and the hotel was definitely not crowded so we were hoping to get our things put away and change clothes.

We get up to our room, 530 and it is a handicap. Tell DH not to touch anything and back to the front desk we go. I quietly and politely tell the CM that we must have been given a handicap room by mistake. No mistake, the room was pre-assigned but was told they would change it for us. We are now assigned room 458. I kept wondering why they would pre-assign us a handicap villa but figured it was just a fluke.

We met another couple with 2 small boys staying in a 1 bedroom. They checked in the same day as we did and were not members but paying cash. I thought members would be assigned before cash customers. Am I wrong in thinking this way?


My sister was visiting for a day so I secured a studio for her family at the BWV because SAB is being refurbished and the kids love to swim. She called to say they were running really late and would not arrive until 8pm. I called member services to have her changed to BCV if available since the kids would not have time to swim. Was told there was plenty of availability and they switched the ressie an hour before her arrival. They were only staying the one night. I go with her to check in and the CM was polite and cheerful. I asked if there was anything available close to us, but that it did not matter as long as it wasn’t a handicap studio. Guess what? It was a handicap studio. I said I would like it changed and the CM looked over to another CM, an older woman (lol, she was probably my age) named Hazel with red hair. He asked Hazel for help and she stated she wanted to see him in the back, which I thought was extremely rude. They came back out and we are told the room has been pre-assigned and there is nothing else available. Hazel never spoke to us directly and the poor CM did not know what to do when I quietly stated that there must be other studios available. He kept repeating they had nothing else to give us and Hazel re-iterated the fact to him (so we could hear her, though she refused to make eye contact or speak with us directly) that the room had been pre-assigned and there was nothing that could be done. My sister ended it by saying she would take it. No one raised their voice or spoke rudely except for Hazel.

When I read the post ‘Why Castmembers Hate DVC Members’ I assumed the CM was letting off steam. Now I’m not so sure. If the resort had been full I would have chalked it up to bad luck and forgotten it. But being pre-assigned twice in one week in a resort where the parking lot was not even a quarter full and the pool and hallways were quiet the entire week leaves a not so nice feeling in my gut about the front desk at BCV. Normally I’m not one to let these things bother me, but I can’t seem to shake the bad vibes I have about this. I love the BCV but I definitely started feeling like an unwanted stepchild. I feel like Hazel was laughing at us as soon as we left the lobby. I will never forget Hazel and neither will my niece who asked me why the lady with the red hair was so mean.

I don’t know what to do about this situation. Not sure I want to write to the BCV because I don’t want to end up on someone's list. I feel like I’m damned if I do, and damned if I don’t.


Questions? Comments? Flames? Am I over reacting?

 

[Alexander]

I'm sorry you had such a tough experience. It does seem odd that if you were able to easily get a room with an hour's notice, that they only had one available. I think you should definately report your experience, including the comment made by a child regarding a cast member. She clearly was not treating guests as Disney expects their CM's to do. I would offer compliments regarding other aspects of your stay prior to your complaint, so they realize that you are not just onen of those habitual complainers.

 

[rocketriter]

By all means write to BCV and tell your story pretty much the same as you told it here: no nasty accusations, but an honest appraisal of how the experience made you feel.

And don't worry about "being on someone's list." In the hotel business, that's the best thing that can happen to you. Once the managers know you're a squeaky wheel but not a nasty one, they'll bend over backwards to make sure you never need to squeak again.

 

[CarolA]

Let me see....
Your first list of requests was all met, but you didn't like the room because it was handicapped so they moved you. Since you never requested "non-handicapped" I am not sure what ANYONE did wrong here.

A cash paying guest got thier room before you... of course they might not have had a "top floor, pool view" request and just taken the second floor road view???

They were nice enough to move your family member one hour before she arrived, but gave her a handicapped room.

Hazel was "mean" to you. Maybe Hazel had heard enough of the "anyone but ME should have a handicapped room" that seems to affect many of us on the board. Maybe Hazel told your CM that he had to go ask someone in room assignment to change your room and she couldn't do it. Would it have been nicer for Hazel to tell him that he needed to deal with his guests in front of you? Sounds to me like he might have been trying to pass the buck to Hazel and let her deal with the irate customer.

Personally I find this "non handicapped" mania on these boards to be very distrubing. I can't imagine how those who read these boards and really need those features feel reading that these rooms are so horrid no one else wants them.

 

[goofy4dvc]

I agree with CarolA. We had a handicapped room for a 1-week stay at VWL. We were told there was no other room available but they could switch us to BCV if we didn't want the HA room. It was the first week of December and I really wanted to stay at VWL, so we kept the room. I wasn't happy about it. There was no vanity in the bathroom to put my toiletries. It was difficult to blow-dry my hair because there was no place to lay my brush and dryer. But, you know what, we survived it. We still had a great trip. I know that as we baby boomers get older, we may need more of the HA rooms. I have since then requested non HA room, but if that's what we end up with, I will accept it and make the most of it. It's just a hotel room. Odds are that you won't get stuck with a HA room too often. Just be glad that you don't NEED to request one.

 

[Chuck S]

I agree with Carol...you didn't specifically request non-handicap...all your other requests were met and you're still upset? Then they moved you for no charge, and again, you're still upset. Now you get a room for your sister and change at the last minute, but instead of being happy there was availability (which is in itself a minor miracle), again you're upset because it is hanicap?

Wow, I just don't see what more could have been done by the CMs in your situation...unless you wanted them to "kick-out" another guest.

 

[Doctor P]

CarolA and goofy4dvc: I'm sorry but IMHO you need to reevaluate your position. Do you have any idea what the true differences between the HA and NHA rooms are? We didn't until DW got one on her first trip to OKW. The lower bed, softer mattress, and zero entry (or low entry) shower only set up put her in extreme physical discomfort and danger (water on the floor in the bathroom). Our preference for NHA is a very reasoned one, one built on having had the rooms before. It is not a disrespect for people who need the rooms--in fact, we understand why all of these features are present, but they are as potentially harmful to our health and well-being (and yes they are harmful to our health and well being due to back problems, sleep disorders, and balance problems) as they are helpful to someone who needs these features. Everyone has needs and I would hope that you would respect that our informed request is based on these.

 

[Nanax3]

Last Sept. I was in a wheelchair temporarily due to some injuries and took a trip to Disney. I requested the handicapped room and wasn't given one.

This whole thing seems odd to me. Why give HA rooms to people who neither need nor want one , yet not have one available for someone who does need it? I also noticed there is one check in counter in the lobby that is low, obviously for handicapped individuals. I was in the line when an able bodied person was called to that counter. When it came my turn to check in I couldn't reach or see any of the paper work which was awkward. The person behind the coulnter was very nice and brought the paperwork around to the front on a clipboard which he held for me while I signed (my arm was also in a cast so I couldn't hold the clipboard).

 

[vernon]

Personally I find this "non handicapped" mania on these boards to be very distrubing. I can't imagine how those who read these boards and really need those features feel reading that these rooms are so horrid no one else wants them.

I don't think anyone considers handicap access rooms "so horrid..." but for many people they are not suitable or desirable. If one has small kids (and we are at Disney so there if a good chance) then it is usually much more convenient to put them in a bath than to try to shower them. Many people after a long day in thepark like to relax in a bath. If you have young kids the the lower worksurfaces is a potential danger to your children. Some people don't like the height of the Handicap access beds. To many people all these factors combine to make a HA room very undesirable.

Does this make those that do require a HA room feel attacked or slighted? I wouldn't think so. If I need a room with two "proper" beds as in the OKW makeup, do I feel slighted if someone with just two guests say they prefer the set up of one bed and a pull out sofa? No I don't their group has different needs. Do smokers feel offended when non smokers state they don't like to stay in rooms that smell of smoke? I wouldn't think so.

To some people a HA access room isn't an issue, to some it is. Just because it isn't an issue to you, doesn't mean it isn't a genuine problem to an other group. The fact that, to a significant number of guests, it is a problem suggests to me it would be a sensible policy to mention the fact to guests BEFORE they are given their keys and sent off to find their rooms. In some resorts guests face some very long walks (often carrying their own bags) to find their rooms. If I've just walked 250 yards to find my room and I find it isn't what I want/expect by the time I get back to the front desk I'm likely not to be in the best of humour. It's much easier to deal with a guest that isn't already upset/annoyed.

If getting "rid of" HA rooms is a problem to the front desk/room controller then a very workable policy would be to offer these to guests who are early and keen to check into their room. " Good morning sir, I know it's only 10.30 and official check in isn't until 4.00 , but we do have a handicap access room that is available immediately for you to check in to. If that doesn't work for you, then I can give you the number to call. Please call after 3.00 to see if/when a non HA is ready for your party" People who don't mind a HA room would be happy to get a room before they would otherwise have been able to, people who feel strongly about a HA room don't get given one. The front desk don'thave to deal with antagonised customers. IMHO I don't see a down side and the hotels score on customer satisfaction.

 

[Corinne]

We once specifically requested a room not on the first floor and not handicapped, and we got BOTH. Every other time we have gotten our requests, which I always keep pretty basic. Usually non-smoking, upper floor.

I think if the original poster felt she was being mistreated by Hazel she should by all means report her.

 

[Dean]

At the present time there are more HC rooms generally than are needed so someone will have to have them if the resort is fairly full. For me, I'd rather not go to WDW than have a smoking room or a HC room. Unfortunately those requests are not guaranteed.

 

[CarolA]

YES I do know the differences.

I have stayed in HA rooms and I did not complain!!!

And trust me, most of these folks who complain and ask to be moved immediately have never stayed in one. If you are in a one bedroom/two bedroom even the "My child needs a tub argument doesn't hold much water.

Yes, you may be a little inconvineced but just think in 20 years when you have to come to Disney in the wheelchair won't you appreciate that there are handicapped rooms?

Instead of feeling put out, I choose to feel blessed that right now my health is such that having a handicapped room is an inconvience and that I don't need it to live a good life.

And Doctor P, you hit the nail on the head it is a preference. So is your view, your floor etc... If you don't get those do you go complain? (And yes, I know some of us do I have seen guests cuss out a CM over thier room location!)

 

[Candlelady]

Let me see....
Your first list of requests was all met, but you didn't like the room because it was handicapped so they moved you. Since you never requested "non-handicapped" I am not sure what ANYONE did wrong here.

I was not aware that I would need to request a non-handicap room, but thank you, next time I will know better.

A cash paying guest got thier room before you... of course they might not have had a "top floor, pool view" request and just taken the second floor road view???

If you actually read my post you will see I wasn't offered any other room when I inquired if there were any ready. Instead I was given a lengthy report of the messes that members make and why it takes housekeeping so long to get the rooms ready. FYI, I do believe that members should get preference over non-members.

They were nice enough to move your family member one hour before she arrived, but gave her a handicapped room.

They were nice enough? What does being nice have to do with availability? I called member services and inquired. Again, if you read my post you will see that I was told there was PLENTY of availability and moving her would be no problem. Did I state somewhere that I demanded her to be moved from BWV?

Hazel was "mean" to you. Maybe Hazel had heard enough of the "anyone but ME should have a handicapped room" that seems to affect many of us on the board. Maybe Hazel told your CM that he had to go ask someone in room assignment to change your room and she couldn't do it. Would it have been nicer for Hazel to tell him that he needed to deal with his guests in front of you? Sounds to me like he might have been trying to pass the buck to Hazel and let her deal with the irate customer.

Again, may I suggest you actually read my post? Is there somewhere where I said I was irate? I quietly inquired if there were other rooms available since MS stated there was PLENTY of availability. My 10 yr old niece is the one who wanted to know why the lady with the red hair was so mean.

 

[Alexander]

We were given a handicapped studio at BCV in May. I absolutely loved the floor, view, and distance from the elevator. Therefore, we did not request to be moved.

However....it was very difficult to give my 5 y/o a shower rather than a bath. I didn't appreciate the bathroom floor always being wet, or not having a vanity on which to put my things.

We did chuckle however that if we fell out of the bed, we likely wouldn't get hurt because it was already so close to the floor.

I would have liked a different room, but I didn't want to sacrifice the things I did like about the room, so we stuck it out. It wasn't horrible, just a little more challenging. It does make you realize the challenges that someone who is wheelchair bound faces without the accomodations, and appreciate the good fortune you have.

I don't think anyone here is in any way saying that handicapped rooms shouldn't exist, or that there are too many, or that they are in any way putting down those who do need those types of rooms. I think they are expressing that they would have preferred a different type of room. We've heard the same complaints about view, distance from the elevator, floor, etc.

I suggested that the OP send a letter to Disney, not because of the handicapped room, but because of the lack of magic she felt she received at check-in.

 

[wide awake]

I agree with Vernen's post. Make it possible to check into the HA rooms early, and let the people who really don't want HA wait. We could not stay in a HA room....DS is autistic and NEEDS a bath to relax. A HA room for us would be no better than a park bench. After reading OP's post I will make certain to speak to MS many times before we actually arrive.

 

[Doctor P]

CarolA, I'm not sure where the nastiness is coming from, but I certainly don't appreciate it, nor do I believe it is warranted in what should be a civil discussion. You are twisting posts and words to fit your warped sense of righteousness and reality, IMHO. Getting a handicapped accessible room would probably now ruin or signficantly adversely affect our vacation. DW would not be able to get out of the bed unassisted, and, once up, there would be serious doubt whether she could walk in the parks. For me, the exceedingly soft bed would exacerbate my sleep disorder enough so as to make it impossible for me to function the next day. Yes, officially they are preferences (since NHA is not a request that can be assured), and we recognize that, but for us they affect our physical ability to enjoy or function on our vacation. We recognize that we are not the only ones that have preferences, and we would likely have to make do with a HA room (frankly, we probably could not use the beds and we probably have to sleep on the floor or ask that a piece of plywood be brought in to firm the bed up or blocks to raise the bed) if that were all that were available. Your dismissal of the need for NHA lodgings at DVC on the part of some people is disrespectful, IMHO.

 

[rinkwide]

...IMHO...

Does anyone happen to know what the "H" stands for in that acronym?

 

[athenna]

Honest!

 

[Tink10]

Or Humble....

 

[athenna]

could be!