New bad phone system at resorts…

[jo-jo]

We were at BLT. Called for bell service to come get bags. Music, music, music, ten mins later,music, Hung up, repeat. I then go downstairs. Can I help you……phone never rang. After we got help , checked out, I waited to tell front desk. Some one else tells me they hate the new system. He got manager, she never mentioned new system, but thinks maybe the phone is the room is wonky. Ok then.

Off to AKL kidani, I call for bell services to bring up bags. Music music,we are helping others, music music, we are helping others, music, ring ring, music music , we are helping others. After 15-20 mins of music, I walk back down to lobby. Did I mention N.J. Is closer than the lobby. We are almost at the outer edge of the arm - wing- bow, however you see kidanI. Anyway, go to bell services, how can I help you. Same story, new phone system…

Both times I stood and talked to CM for several mins, and their phones never rang.

just letting you know , in case you are waiting forever for bell services

 

[twodogs]

Sorry to hear that! This sounds like a mess!

 

[focusondisney]

Thanks for the heads up. I haven’t read any posts about it before. We do a lot of split stays too & have bell services for luggage drop off or pick up every trip so it’s good to know. Sorry you had to have all that aggravation.

 

[jo-jo]

Thanks for the heads up. I haven’t read any posts about it before. We do a lot of split stays too & have bell services for luggage drop off or pick up every trip so it’s good to know. Sorry you had to have all that aggravation.

We never had issues before. Sure, music, music can I help you, but never 15 -20 mins.

 

[musicguy856]

I’ve read that when you call from a room phone it goes to a call center, not someone physically at the resort.

 

[bumbershoot]

Both times I stood and talked to CM for several mins, and their phones never rang.

Right. As it should be. They don't get the calls from the rooms. Offsite, often out of state, call centers do.

 

[Genie+]

But shouldn’t the housekeeping and bell services buttons go in resort?

 

[MillauFr]

Why on earth in 2023 do they have old style phones in the resorts? No one on property has phones that they answer. Why not just use an app to request services and have a robot handle issues?

 

[DodgerGirl]

In my eyes the main reason why I think Walt Disney Resorts are having troubles with their phone system is possibly because it's a new phone system and they are testing it to work out possible problems that may arise. I remember in hotels and motels that you used to press numbers on the motel/hotel telephones that call whatever you needed during your stay and when you pressed those numbers it directly connected you to either to the front desk or housekeeping department and the only numbers you couldn't press on the hotel/motel telephones except in emergencies was the hotel operator and the emergency line. What I think you should do Jo-Jo is keep trying tomorrow and if you don't have no luck tomorrow getting what you need I suggest emailing Disney Customer Service when you get home from your trip and complain to them about what happened to you during your trip and they might have an answer as to why the Disney Resorts new phone system went weird. I have dealt with this type of phone system when I do Thanksgiving turkey pricing calls for my mom every November and when I call the supermarkets they have this type of phone system and rarely it connects me to the deli department when I call for turkey prices and other times the store forgets about me and hangs up on me. Walmart is the king of bad phone systems and if you ever called any Walmart in your area they do the same thing as Disney Resorts. I hope Walt Disney World Resorts don't have a phone system where you say for example "Operator" and then you say Housekeeping and then request the things you need. Because this is the thing I dislike about telephones these days
Good luck Jo-Jo and hope they can help you tomorrow
Dodger

 

[SkyGuy]

We were at WL in March and never could get the valet to answer the phone. I always had to go down and go outside to ask for my car. Both times I went down were early morning and not crowded, and the two valets were simply standing there. I never thought to ask if the phone ever rang. It just took them a few moments to bring up the car since they weren’t busy, so it wasn’t a huge deal.

 

[jo-jo]

Right. As it should be. They don't get the calls from the rooms. Offsite, often out of state, call centers do.

The CM at BLT, immediately looked at his phone and touched the phone as if checking to see if it was set correctly.

 

[jo-jo]

In my eyes the main reason why I think Walt Disney Resorts are having troubles with their phone system is possibly because it's a new phone system and they are testing it to work out possible problems that may arise. I remember in hotels and motels that you used to press numbers on the motel/hotel telephones that call whatever you needed during your stay and when you pressed those numbers it directly connected you to either to the front desk or housekeeping department and the only numbers you couldn't press on the hotel/motel telephones except in emergencies was the hotel operator and the emergency line. What I think you should do Jo-Jo is keep trying tomorrow and if you don't have no luck tomorrow getting what you need I suggest emailing Disney Customer Service when you get home from your trip and complain to them about what happened to you during your trip and they might have an answer as to why the Disney Resorts new phone system went weird. I have dealt with this type of phone system when I do Thanksgiving turkey pricing calls for my mom every November and when I call the supermarkets they have this type of phone system and rarely it connects me to the deli department when I call for turkey prices and other times the store forgets about me and hangs up on me. Walmart is the king of bad phone systems and if you ever called any Walmart in your area they do the same thing as Disney Resorts. I hope Walt Disney World Resorts don't have a phone system where you say for example "Operator" and then you say Housekeeping and then request the things you need. Because this is the thing I dislike about telephones these days
Good luck Jo-Jo and hope they can help you tomorrow
Dodger

yes, i had three CM tell me new system and they hate it.

 

[P'colaBeachBum]

We were at AKL Jambo last week and no issue calling bell services.
I thought they were going to put the Hey Disney devices in the rooms. We didn’t have one but wondering if those would be used to contact services in the resorts.

 

[focusondisney]

But shouldn’t the housekeeping and bell services buttons go in resort?

Those 2 I thought did go to the resort, but the front desk button went to the call center. Sometimes bell services has known which room I was in before I told them.

 

[GoingSince1990]

After 20 minutes on hold trying to reach Bell Services at VGF a little after 11 PM, I gave up and walked over to the main lobby (no staff in the Villas building that late). Nobody at the Bell Services desk but there was one CM at reception who was able to call a bellman to eventually come to our villa.

 

[focusondisney]

Why on earth in 2023 do they have old style phones in the resorts? No one on property has phones that they answer. Why not just use an app to request services and have a robot handle issues?

I’ve had those robot to address issues places before. They never work for me. The robot never understands what you need or the choices they give you in response don’t fit the issue. And we just stayed at a Hilton affiliated hotel this weekend. Their app was pretty worthless as far as hotel info & assistance. I used the app to open the room door. It signed me out automatically every time I tried to use it after the 1st 24 hours, so I had to keep signing back in to get in my room. It even said I had checked out in the morning & wouldn’t unlock the door when we went for breakfast.

We use bell services every trip, and we often do split stays with them doing luggage transfer. Never had any issues getting ahold of them. So I believe it’s the new phone system like @jo-jo said. Hopefully it’ll get worked out sooner than later.

 

[gottalovepluto]

But shouldn’t the housekeeping and bell services buttons go in resort?

Housekeeping for sure became centralized. Allowed them to staff fewer people in the housekeeping dept since they don’t answer phones anymore. Pain in the rear on a couple of my trips, if I need something a bit more complicated like a sheet change I go talk to the front desk in person which works great.

Sounds like bell services was not centralized if they’re surprised and annoyed their phones aren’t ringing. I get it. They’re missing jobs and the jobs they’re getting are very annoyed people who have already been waiting for 20 mins, definitely going to see a drop in tips

OP, I would write guest services. This sounds like one of those things they’re gonna need guest complaints on to take seriously.

 

[kylenne]

We were at AKL Jambo last week and no issue calling bell services.
I thought they were going to put the Hey Disney devices in the rooms. We didn’t have one but wondering if those would be used to contact services in the resorts.

Hey Disney is still in testing, IIRC they only have them at the Poly for now.

 

[Dave006]

Hey Disney is still in testing, IIRC they only have them at the Poly for now.

Late this year you will be able to have "Hey Disney" at home. Using Amazon Alexa and Echo speakers. I expect to be a priced add-on.

At WDW I have only seen them at the Poly as @kylenne indicated.

Dave

 

[Genie+]

Late this year you will be able to have "Hey Disney" at home. Using Amazon Alexa and Echo speakers. I expect to be a priced add-on.

At WDW I have only seen them at the Poly as @kylenne indicated.

Dave

We’re staying Poly DVC - will Hey Disney be in those rooms too?