Need Honest Opinions Please

[Mississippian]

To CarolA and others:

A handicapped rooom is so awful for people who are not handicapped that no one should be required to take it. The idea that having a non-handicapped room as a "preference" is ridiculous.

I agree with the idea that early check-ins should take the handicapped rooms. Or else there should be some sort of incentive for those volunteering to take a handicapped room when they don't want it, such as a restaurant credit or something.

In any event, the OPs message does suggest that DVC members are getting shafted in favor of cash customers. This is wrong.

Anyone adverse to a super-soft mattress should inform the front desk that they have a back problem that requires a firm mattress, and that under the Americans With Disabilities act, their requirement for a normal mattress must be accomidated. This should get one out of the handicapped room.

 

[Dean]

To CarolA and others:

A handicapped rooom is so awful for people who are not handicapped that no one should be required to take it. The idea that having a non-handicapped room as a "preference" is ridiculous.

I agree with the idea that early check-ins should take the handicapped rooms. Or else there should be some sort of incentive for those volunteering to take a handicapped room when they don't want it, such as a restaurant credit or something.

In any event, the OPs message does suggest that DVC members are getting shafted in favor of cash customers. This is wrong.

Anyone adverse to a super-soft mattress should inform the front desk that they have a back problem that requires a firm mattress, and that under the Americans With Disabilities act, their requirement for a normal mattress must be accomidated. This should get one out of the handicapped room.

At the present time there are usually more HC rooms than those that need them. Any compensation would have to come from the members pocket so I don't think that is a viable alternative, to increase dues for this purpose.

 

[Doctor P]

I agree with you, Dean. I don't think that it would be right even in the circumstances of my family to expect compensation. If faced with getting a HC room, I would politely ask if there were any alternatives and explain why it was important to us to not have a HA room. However, we WOULD make do if we had to. DW and I discussed at some length the most important characteristics for rooms for our upcoming trip. We decided that we really had to have a nonsmoking room as both DW and DSD are asthmatics who also have allergies that require weekly shots and oral medication. The Non-HA room was also very important/essential, but not as important as non-smoking. I don't think NHA should be assured, nor is compensation for an HA room appropriate. However, I do think, as we discussed in another thread, that members should get some extra consideration, as possible, in room assignments. I like the idea of using the unassigned HA rooms as an inducement for early check in under the room ready policy.

 

[pkgman]

Could it been a logistics problem for the resort. Since she was a cash reservation, they may have been keeping all cash reservations within a certain defined area. This would have made coordinating housekeeping easier among cash reservations needing daily cleaning and DVC irregular schedule. Just a thought.

 

[Doctor P]

That's a thought, but I don't think it necessarily makes sense because not all cash or DVC reservations come in or leave on the same days, so intermittent types of cleaning needs would still appear to be the rule rather than the exception I would think.

 

[tjkraz]

Candlelady:

No flames...just some comments.

1. As stated, you didn't have "non-handicapped" in your request. You admitted that the room originally assigned met all of your other requests. Sounds like an A+ for the resort there.

2. I'm not sure where you're coming from with regard to the cash guests. Again, all of your requests were met. In BCV's eyes, they were doing you a favor by holding a room that met all of your criteria.

3. Regarding the phone call with MS, my fear is that you might be reading too much into the situation based upon the comments that were made. Does "pleanty of availability" mean 5 rooms or 20 rooms? How many of the open rooms were studios?

Even if there were a large number of rooms open for the night, due to the late booking, did the resort take some of them out of service for the day? In other words, let's say that there were 5 studios unbooked at the time you called DVC. Perhaps the resort took 4 of the 5 and decided to clean the carpets that afternoon, leaving them unavailable for occupancy by the time you called and made the late reservation.

It just strikes me that there are a lot of possibilities...

4. Regarding the interactions with the CMs...I actually had a different take on the CMs going into the back room to discuss the matter. If "Hazel" was a supervisor, then I think it was very appropriate for her to correct the CM in private rather than in front of a guest.

Other than that, it does sound like perhaps they were being a bit inflexible. Whether external forces caused that to happen or not is the unknown. Obviously a HA room is not desirable to most non-disabled guests. It just strikes me as odd that at least two people (whomever assigned the room to begin with AND "Hazel") would both have bent over backward to inconvenience your guests if other options existed. Maybe that's exactly what happened...but maybe not.

Clearly there is no policy in place that would keep CMs from re-assigning rooms. That very thing happened to you earlier in the day. So, again, I'm left to wonder what we don't know about the situation with the second room.

It sounds like you've learned a few things today that will help enhance your trips in the future. You'll have to decide whether the other issues mentioned are worth contacting DVC or not.

 

[Beca]

Candlelady...I agree with you...I mean, what are the odds that one party would be assigned TWO handicapped rooms on the same trip when no one in the party requested one? If it is "just a coincidence"...I don't like those odds!!

And, Carol...I agree as well about the "non-HA because you have a small child in the 1-2bdrm doesn't hold water". I personally would not complain about getting an HA room if it were a 1 or 2 bdrm...as long as I have a bathtub for dd, I am OKAY!!! However, I would be a little ticked if I got THEM repeatedly!!! But, I can see how families with children of certain ages could have issues with this. The knobs on the stove are well within the reach of a small child (which really is a safety issue for ALL of us!!!), and the lights are low enough that a child could have a "field day" with them. It makes me wonder....are the sliding door locks lower, too? My dd is certainly past the age of "turning knobs", but I would think a 12-20 month old child might be dangerous in one of these rooms.

Howver...I wish that people who were in HA studios not at their request received clean towels EVERY day. You really have to use a lot of towels to "mop up" the mess made by those showers (which is dangerous to people not in wheelchairs if left on the floor). And, while I have no problem re-using a towel that has been on my "clean" body, I would certainly not want to re-use a towel that I had dried off with, and then used to dry the floor. Why should someone who did not request a HA room either have to spend time to wash towels "down the hall", or pay extra for towels. I would support a "bump" in dues to cover these "extra towel" services.



Beca

 

[sjdisneywedding]

4. Regarding the interactions with the CMs...I actually had a different take on the CMs going into the back room to discuss the matter. If "Hazel" was a supervisor, then I think it was very appropriate for her to correct the CM in private rather than in front of a guest.

I do not think it was wrong for the supervisor to take the CM into the back to discuss the matter, however if she was in fact a supervisor then maybe she should of then come out to the desk and explained the situation to the guest. I know in my experiences that would have solved alot right there. If Hazel had come out and politely said she was sorry and the other rooms had been booked or whatever then the OP'er may not have had quite a problem with it. I mean this is still Disney, where is the courtesy, I can get that type of attitude at a Best Western

 

[HookdonWDW]

I think that since the CMs changed your first room when you requested, there really is no reason for complaint. If I read your comments correctly, the second room was a last minute switch from BWV. At that point, you get what you get IMHO. As far as some anonymous voice on the phone saying their are "plenty of rooms", let's say that there were 5 rooms that were available in the correct size. That would definitely qualify as "plenty" at BCV. Now let's say that 3 of those rooms were smoking, and 2 were handicap. Again, very plausible. In that case, I would much rather give a guest a handicap room than a smoking room if they didn't have a smoking request. Again, JMHO, YMMV.

 

[tjkraz]

I do not think it was wrong for the supervisor to take the CM into the back to discuss the matter, however if she was in fact a supervisor then maybe she should of then come out to the desk and explained the situation to the guest.

I'm about 60% in agreement.

There is something to be said for letting inexperienced CMs work through these situations themselves, with the proper guidance. What Candlelady interpreted as being glares from "Hazel" might simply have been her keeping an eye on the situation, while letting the other CM resolve the situation himelf.

Of couse, I wasn't there so it's hard to really get a clear picture of the interactions...

 

[jarestel]

Some members, though they request N/S rooms, are perfectly content with smoking rooms if they happen to get one. Others are fine with HA rooms, even they they don't request them. This is fine for those people, but for those who do NOT like these rooms, this is totally unacceptable. For them. If one is happy with non-requested smoking and/or HA rooms, by all means, take them and enjoy them. But to expect others to tolerate, what for many, is a sub-standard room is unreasonable. I really hate to see one member tell another that "my way to vacation is the only acceptable way to vacation". Unfortunately that attitude raises its head here on the boards somewhat frequently.

 

[dougmatt]

To weigh in... I don't much care for the HA rooms either, have stayed in one, and would rather not again. That said, if I didn't request Non-HA, then if they couldn't move me, I would stay there. Also, since they were staying 1 night.... Really did they need to move? Curious why it was so important? Couldn't tell from the OP's post. If I had been at the front desk, I would have felt you were being un-reasonable (sorry but you asked for opinion!). While the resort may have "seemed" empty, it could be that folks were at the parks, or the MouseKeeping staff had been reduced and some rooms left in an "unavailable" state etc...

It just seems a "minor" inconvenience to me, and not worthy of the level of issue you are taking with it.... However if you truly feel the CM was rude, then report it... I would only hope you also report when CM's go "above and beyond" to equal things out.

D

 

[HookdonWDW]

I really hate to see one member tell another that "my way to vacation is the only acceptable way to vacation". Unfortunately that attitude raises its head here on the boards somewhat frequently.

I've read all the posts in this thread, and I have to say that I haven't seen this posted here. The OP asked people for the HONEST opinions. Not just for opinions that agreed with their take on things. People posted what they honestly felt. The OP is free to take it or leave it.


ETA: Part of post was removed, received a PM which clarified poster's position.

 

[dougmatt]

Some members, though they request N/S rooms, are perfectly content with smoking rooms if they happen to get one. Others are fine with HA rooms, even they they don't request them. This is fine for those people, but for those who do NOT like these rooms, this is totally unacceptable. For them. If one is happy with non-requested smoking and/or HA rooms, by all means, take them and enjoy them. But to expect others to tolerate, what for many, is a sub-standard room is unreasonable. I really hate to see one member tell another that "my way to vacation is the only acceptable way to vacation". Unfortunately that attitude raises its head here on the boards somewhat frequently.

WHOA!!! From what I see the OP requested everything under the sun EXCEPT non-HA... I am glad the CM's were able to accomidate their original request to move, and I am also sorry they couldn't accomidate the 2nd move request.... I don't think anyone is saying that they "expect others to tolerate, what for many, is a sub-standard room". What they are saying is if it's important request it....

D

 

[Pluto4Pres]

I think Candlelady should definitely contact DVC and let them know about this incident. It may be that a HA room was the only thing available at that time, but the way that was communicated spoiled her magic. Why couldn't Hazel have come over and said that she was sorry but that was the only room. She didn't say that, she said the room was "pre-assigned." So combine that with the non-verbal communication between Hazel and the CM and I can see where Candlelady felt that Hazel was "stickin' it" to her.

It sounds like there is some problem or reluctance on the part of the CMs to make changes in the computer. Is there some pointy haired boss in management who has reprimanded them for using too many ones and zeros for the month? What's the problem? DVC management should look this over and determine if the CMs are there to please the IT dept or the customer at the desk.

 

[TimmyP]

We just got back from the BWV & had a 1BR standard view. We requested N/S and non-HA. The CM who checked us in made mention of the requests and commented that it was "smart" to put the non-HA request on there since we had young kids & wanted to make sure there was no issue with the tub, low counters, etc.

When we eventually got into our room, we found that it was an HA unit. Before we got settled, I went back to the desk and asked the CM if there was a mistake - I didn't want to take an HA unit from someone who may have needed it. She said no mistake, it was ours.

While the zero-entry shower wasn't ideal, we made do. I'd prefer the non-HA and will continue to request it, I understand that it is luck of the draw in most cases. N/S is the most important to us.

The one good thing is that the unit itself appeared to be a preferred view room - we were on the first floor, right behind Leaping Horse Libations. So in a sense, we got an upgrade of sorts....

 

[gottagodisney]

IMHO it is bad buisness sense on Disney's part to put ANYONE in a handicapped room without a specific request or approval from the guest.

Obviously, the occasional disabled guest needs the room (I am assuming there are only a few at each resort)- and the average guest does not want one and will assume the room they are getting is a typical room unless stated otherwise.

And yes....you are the customer and this notion that guests need to accept any room(problem or not) or bad attitude of the CM is ridiculous...that is why it is called customer service. Guests at Disney, especially DVC'ers have paid LOTS of money for that so called (just a room) and the least they deserve is a room with standard features unless otherwise requested a ha. room or notification that is all that is available.

Customer Service employees that act like the customer is bothering them when help is needed drives me nuts. Yes, I have worked in the service industry my entire life. The attitude that you should just take what ever you get and shut up is also ridiculous. Would you go to a store and purchase a $2000.00 stereo that did not have the features listed on the box and then not return it? Would you just say ... well, next time we might get the right one. Oh, and you should also just be ok with the sales rep who laughed at you when you pointed out the mix-up.

Of course, all of this is assuming the customer is acting civil and not insulting or overly demanding.

 

[DVC Jen]

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.

I totally agree with you. We request a non handicapped room BECAUSE of medical reasons. How is that one. Our oldest DD has hydrocephalus that results in balance problems. She could and probably would slip and fall on a bathroom floor that was covered with water. We have rugs and bathmats all over her bathroom here at home to keep the floors as unslippery as possible.

So when we make our request for a non handicapped room because of medical reasons we are being quite honest. Is it possible to tell she has these problems simply by looking at her? No.not at all. These rooms are designed to help the people who need them.. but just as these rooms help many.. they are also hazardous for many. You would never jump on someone who was obviously in need of a handicapped room when they were unhappy because they didn't get one.. why jump on those who are just the opposite?

 

[tjkraz]

IMHO it is bad buisness sense on Disney's part to put ANYONE in a handicapped room without a specific request or approval from the guest.

Obviously, the occasional disabled guest needs the room (I am assuming there are only a few at each resort)- and the average guest does not want one and will assume the room they are getting is a typical room unless stated otherwise.

Well, the problem is that the smaller resorts often book to 100% capacity and SOMEONE has to end up with those rooms unless they are totally booked by members who specifically request HA.

This is just another one of those things that we all quietly accept when we buy into DVC. The idea is that the resorts COULD be 100% booked 365 days/year (less DVC's ownership for rehabs and cash rooms.) Odds are that over the next 40+ years, all of us will be assigned a somewhat undesirable HA room at times. The real test of character is how we choose to deal with that assignment.

 

[jarestel]

WHOA!!! From what I see the OP requested everything under the sun EXCEPT non-HA... I am glad the CM's were able to accomidate their original request to move, and I am also sorry they couldn't accomidate the 2nd move request.... I don't think anyone is saying that they "expect others to tolerate, what for many, is a sub-standard room". What they are saying is if it's important request it....

D

The OP did request it at checkin and though there apparently were empty rooms, the red haired CM wouldn't hear of changing the room assignment.

Regardless, it's still extremely important to contact MS and express one's displeasure about the sub-standard accomodations foisted on the unsuspecting. They may change their booking procedures if enough squeaky wheels voice their opinions. Hey, we got AP discounts due to squeaky wheels, right?