Need Honest Opinions Please

[CarolA]

Food for thought,

Candlelady, I never said you were irate (although your response to me looks irate) I said maybe Hazel didn't want to deal with the irate customer. Her assumption could easily have been "not another one mad when I can't move them"

I checked into a Marriott today. Guess what I got, a handicapped room. I am still in it!

 

[Candlelady]

Wow, I guess this struck quite a nerve. Thank you for all the honest responses. Helps me to evaluate the situation and see things from others perspective.

I guess you had to be there to understand why I feel it's strange to be assigned a HC room twice in one week and why I am upset with the way Hazel acted towards us. I thought I was imagining it until my niece commented on it. It really left me with a bad feeling that hasn't gone away.

CarolA,
I wouldn't say my response was irate, more like I had to defend myself as it seemed you did not thoroughly read the post. If my assumption was incorrect, I apologize.

 

[Pumbaa_]

I think it is great that some people do not care if there room is a HA or NHA. For others it is a major deal.

We have had the HA room at DVC and Non-DVC disney resorts. I don't like them. The bathroom floor is wet all the time, the room is not the same. I am glad they have them for people who need them. I don't need them yet and I don't want them during my vacation. Selfish? Absolutley! I had one at the VWL after I asked if it was and was told no at midnight. Did not make my night! And yes, we asked to move. Now we make plans to travel and arrive early int he day and we do much better with room assignments.

I want the bathroom counter to keep my stuff on and in. I want the counter space. If I am traveling with my parents, Mom is considered disabled but does not do well with the handicapped rooms. If my niece is with us, deal breaker. She WILL NOT get in a shower for anything.

For the OP, we have seen so many complaints about the BCV check in staff rudeness. We choose not to stay at the BCV for a number of reasons, and the checkin staff is part of it. Not a warm welcome the times we have stayed there. That is the best part about DVC, we have choices.

 

[Disney Doll]

I haven't read the entire thread (it's getting near bedtime...LOL!).

I will offer some advice. These are some things I do when I arrive at my WDW resort:
1. Get to the check-in desk
2. Tell the CM my name etc
3. Tell the CM I do not want a handicapped room, or any other requests
4. Ask to speak to the hotel manager if the CM is rude, condescending, nasty or anything less than pleasant and respectful, especially if I am being pleasant & respectful.
5. Reiterate, when they are giving the "here's a map your room is here" spiel, that it is NOT a handicapped room, correct?

Generally it is less effective if you write to WDW or the hotel manager or Member Services after the fact when you have a probelm. Yo can do it, you'll get a letter or a call, but that's about it.

As far as the last-minute reservation change...well, in that instance I don't think beggars can be choosers. If all that was left was a HA room, then you're stuck with it if you want that resort.

The rude CM I definitely would have reported then & there, politely, but firmly, to her manager.

I think that all WDW check-in CMs should be trained to very specifically say "the room you are getting is a handicapped accesible room". When we checked into WL (hotel, not villas) last Spring, we were told it was a "Special Access" room...I asked the CM flat out if that meant handicapped, she said yes. No surprises (a HA room doesn't particularly bother us). However, the cute little misnomers they use can be misleading. If it's a handicapped room, they should just say it....handicapped room with the funny shower and less bathroom vanity space.

 

[mickeysgal]

We have struggled on many a vacation over this non-handicapped/handicapped issue. We have been told by member services and CMs at check-in to list, in the order of our importance, our requests. We have been told that this is what is taken into account, however possible, when rooms are assigned. We now list 1) non-smoking, 2) non-handicapped, 3) water view, etc.

What I don't understand is why, when booking other hotels, either directly through a hotel's site (Holiday Inn, Marriott, etc.) or through mass marketers such as Orbitz, it is directly listed what kind of room you are booking - non-smoking, non-handicapped, king size bed vs. 2 doubles, view type, etc. I've always wondered why Disney doesn't utilize this type of booking system. This would be my wish...this way you know exactly what was available and therefore what you've booked, thus eliminating the hassle and frayed nerves (of members and CMs) at check-in. Sure, problems can still arise, but those can be handled on a case by case basis.

 

[sjdisneywedding]

We have struggled on many a vacation over this non-handicapped/handicapped issue. We have been told by member services and CMs at check-in to list, in the order of our importance, our requests. We have been told that this is what is taken into account, however possible, when rooms are assigned. We now list 1) non-smoking, 2) non-handicapped, 3) water view, etc.

What I don't understand is why, when booking other hotels, either directly through a hotel's site (Holiday Inn, Marriott, etc.) or through mass marketers such as Orbitz, it is directly listed what kind of room you are booking - non-smoking, non-handicapped, king size bed vs. 2 doubles, view type, etc. I've always wondered why Disney doesn't utilize this type of booking system. This would be my wish...this way you know exactly what was available and therefore what you've booked, thus eliminating the hassle and frayed nerves (of members and CMs) at check-in. Sure, problems can still arise, but those can be handled on a case by case basis.

Ive been thinking about this the past couple days. If it were listed ahead of time then people could either take it or pass and try a different resort or date.

Maybe HA rooms could be a whole other category at each resort for 1 point less than they are now. i bet then alot of people wouldnt have a problem with them.

 

[sjdisneywedding]

does anyone know exactly how many of these HA rooms there are at each reosrt? Seems like an aweful lot of us get these rooms quite a bit and we are just a small sample of the entire dvc community.

almost makes me think they way over did it w/ respect to HA rooms.

 

[Chuck S]

Actually, Disney is being honest about it being a request vs. other hotels. My boss and I attended a convention a few years ago in Los Angeles, we booked a room at a well known and nationwide chain. When we first arrived, we were told that the hotel was full and WE would have to make other arrangements. We produced our written confirmation showing a room with 2 beds, non-smoking.

Well, the first room we were "assigned" had been transformed into a break/conference room. The beds had been removed and a kitchenette and conference table and chairs installed. The bell staff said they'd bring in a couple of roll aways, but we'd be charged for them. Back down to the desk we went...we were assigned to a new room, but it only had a king bed...when we of course, had specifically reserved a room with two beds as shown on our confirmation. Again, we were offered a rollaway, but they were going to charge us. No apologies, no compensations. No other hotels in the immediate area, and were were relying on the convention provided bus transportation. We wound up in the king room, sharing the bed for 4 nights. Complaints to the parent corporation of the chain also received no compensaton, in fact, just a standard "we're sorry you had problems with your room, your complaint has been forwarded to the local franchisee...blah blah blah", so no response there either.

We then took it up with the credit card company, but since we received a room, and that is all they "guarantee", they did nothing either. So all those "guaranteed" non-smoking, non-handicap promised at off-site hotels still depend on the hotels occupancy at the time you check-in. And Disney/DVC hotels have very high occupancy rates.

 

[HookdonWDW]

So all those "guaranteed" non-smoking, non-handicap promised at off-site hotels still depend on the hotels occupancy at the time you check-in. And Disney/DVC hotels have very high occupancy rates.

That's a very good point Chuck.

 

[jarestel]

Chuck, you're experience was not a good one, but the difference is that you didn't have to spend 20K - 30K in order to check into that hotel and there's probably no compelling reason for you to return. I would think that DVC, being in the timeshare business, would be able to come up with a better way of handling these situations. Of course, if we all simply keep quiet and hope for a better room next time, chances of change are pretty slim.

 

[kathleena]

We were told all our requests were met, top floor, pool view and our room had been pre-assigned.

Then you were very fortunate indeed. Your mistake that you didn't have non-handicapped at the top of your list. Why are you complaining? If you really don't want a hcp room MORE than you want those other two requests - why aren't you just putting it at the top of your request list to be sure. Sounds to me like you want / feel entitled to everything - even the requests that you don't list!

As for the studio that you changed last minute from another resort and asked to have close to your room and it ended up being a hcp room also. Well, what do you expect? You are putting conditions on it again and the only one close to your room happened to be a hcp room. Deal with it for one night and be happy they could move you at short notice or take a room farther away.

 

[dougmatt]

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.

I think a number of you need to look back at the OP.... The question in THIS CASE wasn't "I requested prior to arrival a non-HA".. Rather it was a last minute location change, show up for room, get to front desk late in evening, only staying one night, ask for non-HA and told it wasn't avail.... Sorry if that sounds harsh, but it's how I see it.... The CM at the desk said he looked, and there wasn't avail, the OP says - noone in the halls / parking must be availability... NOT SO.. A) You can't judge by that, and B) basically a "one-night" stay may affect availabilty for the next day, later that evening, etc for someone staying much longer...

Looking at the post I think the desk CM was trying to make something happen. An assumption is made that by leaving the desk to "go to the back room" there was a sinister conversation that took place... Perhaps Hazel took him back there to talk about options to find you a room?!? You can't know what happened. Sounds like they tried, and when it didn't work out in your favor, you were upset (possibly looking for a "scape goat"?). If you don't feel that you were, OR you are sure the CM was rude, then by all means report it.... It is a seperate issue from "I couldn't get a last minute request fulfilled" issue, but rather it is "a CM was rude to me" problem...

HOWEVER I don't feel that you were short changed in ANY WAY! In fact it sounds like ALOT of people bent over backwards to help (last minute reservation change, trying to adjust rooms, etc.). Would you have liked to be the person checking in later that specifically requested non-HA in advance, staying 14 days, and forced to stay in an HA room due to your relatives single night stay? It's a dificult situation. Seems like they tried to help you and weren't successful??? I don't know... Wasn't there. Like to give the bennefit of the doubt....

ALL THAT SAID... CM response / freindliness has seemed to be at an all time low my last couple of trips... This could be more of the same.

D

 

[Chuck S]

I would think that DVC, being in the timeshare business, would be able to come up with a better way of handling these situations.

You mean a room that is really just an inconveniance to most people, not that has anything physically damaged? So if the resort is fully booked, should the CM throw someone else out so you don't get a HA room? Should they transfer you to a Deluxe Disney resort, and up everyone's dues to pay for it, if that would even be legal under timeshare laws?

Of course, if we all simply keep quiet and hope for a better room next time, chances of change are pretty slim.

You're all saying DVC should handle it better, but no solutions have been offered here that are workable, given that a certain percentage of new construction MUST be HA by law, and the fact that those HA rooms are included in the overall point configurations for the resorts. I mean, should those HA rooms simply sit empty - raising our dues - unless they are specifically requested? Figure a resort has a set number of studios, and X% of those studios are HA by law...someone HAS to get them, or we all have to absord the the cost of building and maintaining them.

 

[JimFitz]

I paid good money for my DVC and I would expect to get all of my requests met. If of course things could not be done then I would completely understand.

My requests......

1. Non Smoking
2. Non Handicap
3. Nice view (dont care what it is, just make it somewhat nice).

I think if I stick to those then I should be safe in getting what I want.

 

[Sherri]

This will be my first Disney vacation as a member. I've got to tell you people, I am not getting that warm fuzzy feeling I did when I was given the tour and bought points. I'm feeling a bit regretful that I am not going as a non member. When we were non member Disney guests we were treated very well and got the few requests we had at the time. I have to say, the things that I have been reading (and not just at this post) give me the impression that members are not treated too well. I hope i'm wrong for coming to that conclusion, and I hope my trip in March proves to be a positive experience.
I would think we would all be treated well as members as we are the group of people that could potentionally add points, or get family and friends to join. I wouldn't think the hospitality would end after the sale becomes final and we've joined.
I kind of feel for what all of us have paid we should have the right to confirm a non handicapped room or a handicapped room should we need one.
Or perhaps if it means that we won't stay at our original choice of resorts if a non handicap room is unavailable then we should be offered other options, such as resorts that might have one available.
Bottom line is, I don't plan on spending much time in my room, but feel that I have a right to a comfortable room.

 

[HookdonWDW]

Chuck, you're experience was not a good one, but the difference is that you didn't have to spend 20K - 30K in order to check into that hotel and there's probably no compelling reason for you to return. I would think that DVC, being in the timeshare business, would be able to come up with a better way of handling these situations. Of course, if we all simply keep quiet and hope for a better room next time, chances of change are pretty slim.

If you look at it from the other side though, those hotels definitely have a compelling reason to make sure that their guests get accomodations that meet or exceed their expectations. DH travels regularly for work, and spends a great deal of time in hotels. Last year, his hotel expenses were over $15,000. Remember, that is for a single year. He is usually faithful to the same chain of hotels, because of those lovely membership rewards. There are many others just like him. Those hotels have a vested interest in him precisely because he hasn't already paid for his accomodations. Like it or not, timeshares already have our money. It wouldn't be a big deal to take his money from Chain "A" to Chain "B" , and join their wonderful membership rewards program.

They have an incentive to keep him happy. And yet... did you know that some (national brand) hotels actually still have rooms with just one twin bed in them??? He's ended up with handicap rooms and N/S rooms when he had a N/S room guaranteed. He's had rooms that have lacked cleanliness. Did he try to get things changed? Yes. But he wasn't always successful. He's learned over time to worry about the big problems (ants in the bed are a big problem, the time I pulled down the covers to put ds to bed and found ummm... body hair in the bed was a HUGE problem), and be flexible on the smaller issues. Not happy, but flexible.

I'm not saying that timeshares shouldn't try to keep you happy - goodness knows, we joined DVC because it IS one of the organizations that strives for customer satisfaction.

 

[dougmatt]

I paid good money for my DVC and I would expect to get all of my requests met. If of course things could not be done then I would understand.

Man this get's thrown around alot on this board (Sorry Jim, not picking on you specifically, just the idea).... Actually when you compare the cost of DVC ownership (most of us have) just about everyone expects the "long term" average cost of vacation ownership is LESS THAN resort rate rental, or at the least a "DELUXE" for an "ALL-STAR" price.... So tell me again why someone "paying less" is "entitled to more"?!?



The storm begins soon...

D

PS. Yes I believe the above-average (not income, but rather expenditures) DVC member will spend far more at Disney over the life of the membership than the average Deluxe renter... But I also know alot of DVC'rs, who go, stay at the resort (ie no tickets), Bring their own food (ie no rest eating) etc... Where is the money from them? When we go, we are AP holders, tend to stay in studio's so we eat all meals out etc, so Disney makes a nice bit off of us.. But are we average? I don't think so. We used to stay in Moderate / Deluxe and do all the same prior to DVC. (In fact we still do for weekenders). I think they make more money on those stays than my DVC stays.

 

[jarestel]

You mean a room that is really just an inconveniance to most people, not that has anything physically damaged? So if the resort is fully booked, should the CM throw someone else out so you don't get a HA room? Should they transfer you to a Deluxe Disney resort, and up everyone's dues to pay for it, if that would even be legal under timeshare laws?

Chuck, when we take the tour prior to buying into DVC, do they show us smoke reeking HA rooms as a representation of the kinds of rooms we can expect to enjoy as members? Of course not and why don't they show us this? Because many of us would walk out and say these rooms are AWFUL! So why is it ok for them to bait and switch us into these rooms after we've signed on the dotted line? For you, the HA rooms might be an inconvenience, ( and I would dispute your statement that most people feel this way ) but for me they are sub-standard accomodations that don't resemble the demo rooms I was shown when I made the decison buy.

Nobody is saying anything about throwing a guest out, in fact according to the OP the resort had other empty rooms, so it seems a simple enough thing to remedy the situation if the CM was inclined to do so.

You're all saying DVC should handle it better, but no solutions have been offered here that are workable, given that a certain percentage of new construction MUST be HA by law, and the fact that those HA rooms are included in the overall point configurations for the resorts. I mean, should those HA rooms simply sit empty - raising our dues - unless they are specifically requested? Figure a resort has a set number of studios, and X% of those studios are HA by law...someone HAS to get them, or we all have to absord the the cost of building and maintaining them.

The solution is to offer these rooms to members at the time of booking, not at checkin time.

 

[LIFERBABE]

I agree with Jarestel.

If I call MS and they say "All we have available for your dates are HA or smoking rooms" there's no way I would pay $1000 for airfare for that! I'd either get on the waitlist or change my dates. What's so difficult about that? They can guarantee a BW view but not a HA or NS room. It's just numbers plain and simple. When they run out, let the member decide if that is what they want at the time of booking not at the time of turning the handle on the room door.
I'm sorry, but there are too many additional expenses that make up a DVC stay for me to have to endure accomodations that don't fit my needs, because they were designed to fit someone else's.

 

[Chuck S]

Of course not and why don't they show us this? Because many of us would walk out and say these rooms are AWFUL! ... For you, the HA rooms might be an inconvenience, ( and I would dispute your statement that most people feel this way ) but for me they are sub-standard accomodations that don't resemble the demo rooms I was shown when I made the decison buy...

The solution is to offer these rooms to members at the time of booking, not at checkin time.

I'm sorry you didn't realize that HA rooms were required to be built and included in the resorts by the ADA...I mean, unless you never, ever read or see the news. Since you obviously consider all ADA rooms "sub-standard", why didn't you ASK about them at the time of purchase? I'm not sure any company takes you on a tour of those rooms, unless you request to be shown one.

The solution you offer, again, would probably wind up in a substantial number of the HA rooms being unused, even though they are required by law...so again, who picks up the building and maintenance cost of those rooms?