New info on room assignement and smoking buildings at OKW

[SueM in MN]

I wrote to MS recently to ask about the reports I've heard of "first-come, first-served" and to ask how this might affect Medical/Special Needs requests. The answer I got said only that "Medical Requests will continue to get special attention."
So, I guess you could say that the other issues I brought up were not addressed in the answer.

 

[Sharper]

Dean: It sounds like perhaps there is some confusion among the staff at OKW about room assignment. However, my point was that this thread could easily upset people because of how it initially seemed to read, that OKW was assigning rooms strictly on the basis of when one arrived. Since I know first-hand that that is not the case, besides my firm opinion that it would be an absurd official policy I wanted to try to prevent a mountain being made from a molehill. OKW CAN logically and "fairly" use arrival time as a factor in room assignment without disregarding timing of reservations with requests, as myself and others have tried to point out. I don't know of scores of people who have made reservations 11 months out, shown up early but gotten none of their requests. A rumor, a failure to get every request, a comment by a CM and suddenly it is a "fact" that OKW has some new, very unfair, room assignment policy.

If someone has a true problem, such as making a reservation request 11 months in advance, then getting NONE of their requests then they are in a position to complain to management. I still think that some people think that if they don't get EVERY request then somehow they have been cheated. Or if they have to wait on their room while others are getting one at check-in, then they are not getting the preferential treatment that they want. You know, people getting their rooms immediately might not have made a lengthy list of demands, so there is a large pool of "regular" rooms available! Making a reservation well in advance does not mean the world stops to grant your every whim for immediate, total gratification.

I would be interested to get the official interim policy for room assignment. I feel confident that it will not involve any major "unfair" procedures, just won't grant the world to someone because they made a reservation well in advance.

 

[Dean]

Sharper, I think we are in about 95% agreement on this and I suspect thinking pretty much the same way and just phrasing it differently. We have had posts that were all over the place from all first come first served to those that had obviously preassigned rooms. Some have gotten little if any of their requests even when they had booked and requested at far more than 7 months out. The problems is that we do not have much real information to go by other than that OVERALL the old system was working fairly well from a member standpoint and there is a trial change in how the rooms are assigned. One thing I can promise you is that other than Handicapped rooms, it will be one or the other in the long run. There will not be a general preassigment then an offer for a room that's then available when you check in. Either system will work well unless the resort if more than 85% full for the day you arrive including arrivals and departures.

I think making this a major compaint would be unreasonable but if there are those that feel strongly about this issue, now would be the time to act. I think either system is workable and has advantages and disadvantages. The problem is that the disadvantages of the trial system may work against those that are members at that resort including those that made reservations far in advance. The major advantage of a first come system is in the ease of assigning rooms and the personel savings associated. The major advantages from a member standpoint is getting a room on arrival. The obvious disadvantages include that a CM working at a terminal is not a specialist in working out the room assignements. The quality of the assignements is directly related to the knowledge and desire of the CM in front of you, when you arrive and pure luck. It will also work against those that reserve early and arrive later.

 

[jmminarik]

I posted:

'Your requested room won't be ready until 4:00 pm. Would you like to take this room or pick another you can check into now and give up your request?'

Originally posted by Caskbill
The problem with this is that it's not only you giving up your request, buy you may be forcing someone else to give up their request.

Ok, let me rephrase this with what to me is the clear, unmistakable but previously unspoken addendum

'Your requested room won't be ready until 4:00 pm. Would you like to take a this room or pick another you can check into now, one that has not been assigned to someone who has a particular request and give up your request?'

If _all_ rooms are assigned to requests, then the request system needs to be simplified: Smoking or non? Handicapped? Thank you.

Beyond getting a non-smoking room for medical reasons or a handicapped accessible room (neither of which I need or request, but might in the future depending on my guests), I think 'requests' are, and should be viewed as, best efforts. And IMNSHO, people who whine about the room not being available until 4:00 pm need to be forced to write 'DVC Check-in is 4:00 p.m. eastern US time, as stated on my reservation confirmation sheet.' on a blackboard (with real, dusty chalk) 200 times before they're allowed into any room.

-Joe

 

[Terry S]

What I found during my stay that was really interesting was that they told me the reason that they were trying this policy of not pre-assigning rooms was that members were complaing that their rooms were not ready. Well, I arrived fairly early and after being told I was not assigned a room yet, the CM assigned me a room and handed me a card to call when my room was ready, which was not until 3:30. I didn't have a problem with this at all since we just go do something else until our rooms is ready, I just found it really interesting that the reason they gave me for not assigning me a room is so that I could get a clean room upon check in and it wasn't even ready.

Lew... Sorry I misunderstood about the two week thing!

 

[RobDoc]

'Your requested room won't be ready until 4:00 pm. Would you like to take a this room or pick another you can check into now, one that has not been assigned to someone who has a particular request and give up your request?'

I called MS last week to make a reservation for next fall at OKW. After getting the reservation in order, I asked if requests were still being accepted? The CM replied "Of course they are". I explained that there has been considerable concern over reports that rooms are being assigned upon arrival at the resort and not based on requests made with the reservation.

She stated that the room assignments are still being made in advance, based on requests made in advance- but that, when practical, rooms were also being assigned upon arrival at the resort. (Just as suggested in the quote above!) She further explained that this is usually done when the resort is not at capacity and there is some availability from rooms already vacant the previous night. During times of full capacity, assignment is still based on prior request.

From another source, I've been told that, at DVC resorts, about 80% of the reservations have requests made in advance- a much higher number than at other WDW resorts.

 

[Dean]

Joe, what you post will not happen, at least if I understand what you are saying correctly. What I read you saying is they will preassign the rooms then give you the choice at check in. If this is the case the answer us ummmmmmmmm.........NO. Other than handicapped or medical requests they will either preassign them or give you a room at check in. You will not get the choice. The other problem with doing it BOTH ways is that there would be no rooms left to give one a choice unless the resort were not very full. The closest they could come would be to assign you a room now or a room that more fits your needs that is not ready and they won't know when it will be other than by around 4 pm. Other than the above special requests, all preassignments would have to stop with a system where most units are assigned at check in. Anything else would mean that the work is being duplicated and would be very confusing and difficult to deal with.

I agree that the requests should be more generic in either system than they tend to be now for certain folks. DVC should refuse to accept specific room or building requests. They should also give resort owners a higher preference by far than any other group. Most timeshares give priority to resort owners, cash renters, exchangers from within the system (other DVC resorts) followed by exchangers from other systems (II) IN THAT ORDER.

 

[JudithM]

I have had many discussions over the years with front desk CMs. It seems to me that over the years guests/members have had more & more specific requests for rooms - more than smoking/non-smoking, handicapped, medical reasons, etc. Guests requests include asking for a room with the bedroom to the left or to the right, a very specific view like a certain golf course hole, etc. I don't think I would want to be a room controller .

 

[jmminarik]

Originally posted by Dean
Joe, what you post will not happen, at least if I understand what you are saying correctly. What I read you saying is they will preassign the rooms then give you the choice at check in. If this is the case the answer us ummmmmmmmm.........NO. Other than handicapped or medical requests they will either preassign them or give you a room at check in. You will not get the choice.

Hmm. Maybe I'm just not getting the sheer number of people making specific requests beyond s/ns and handicapped accessible. I'm assuming there has to be a pool of rooms not 'specially assigned' to someone's specific request. I can't be the only person who doesn't nit-pick about their room, there has to be other people who just want smoking or non (or don't even care about that). I also can'tbe the only person who comprehends 4:00 pm eastern US is 4:00 pm eastern US, and who doesn't feel the need to throw a hissy fit at some person making a relatively low-paid living just because something as relatively simple as a room won't be available until they said it would be available.

But, I guess I shouldn't be worried about this. After all, I'm pretty much happy with a room so long as it's not broken, whether it be pre-assigned or picked at the moment of check-in.

-Joe

 

[JADEMM]

Joe, good attitude, we pretty much fit that mold and I assume most folks do, but will certainly try to obtain a certain view if possible at some resorts (would you prefer the EPCOT view or the service road today sir?). I could see no reason to care about a view or location at OKW because it all looked pretty much the same (beautifull)-but I dont own there and have not been going there enough to know why someone may desire certain accomodations. Maybe a poll would be good to see who cares about what at which resorts? Maybe 90% would like to take there chances because if you are not staying at your home resort-you need to get lucky to get a certain view/room anyway. We own at VWL and BCV but really loved a BW view we got at BWV (reserved 3 months out). Sounds like an EPCOT view at BCV is not for sure either-darn.

 

[GAIL HAYDEN]

Joe,
I don't nitpick, I simply request smoking optional. I completely understand that after 4pm EST means after 4pm, but, I am not not going to try to check in early, even if the room is not ready.
Yes, I do make REQUESTS, but that is what they are, requests.
They are not guarantees. If all falls into place, well, that is wonderful, if not, as long as my number one preferance (smoking optional) is met, I am one very happy camper.

 

[Pig Pen]

is still better than the best room off-site!!!!

Just call me Pollyanna. As long as it's nonsmoking, I will be happy. If it ain't ready when I get there, just point me to a pool, a bar, or a park!

 

[jmminarik]

Ok. I'm not the only casual checker-inner out there.

My point about hissy-fits is that this trial is in part based on the people who have requests and being upset their rooms aren't ready until 4:00. Why should noisy people have any more rights than anyone else? I understand we're dealing with human nature in this matter, but it just seems petty to me for someone to complain vehemently enough about check-in times or not getting their special room request for the resort to change their policies, even for a test.

The fact that MS does take special requests, and the resorts do try to fill them is on the whole, a great customer service thing. Something that I don't worry about, but still a good thing. But it needs to be one way or the other. If you get your 'request' when you check-in on a first come basis, don't take requests other than medical need. If you take requests, fill them on a first reserved basis and eat the flack a few people put up about the 4pm checkins.

Boy, never figured I'd get mired this deeply in this topic.

-Joe

 

[Dean]

Originally posted by jmminarik
Hmm. Maybe I'm just not getting the sheer number of people making specific requests beyond s/ns and handicapped accessible. I'm assuming there has to be a pool of rooms not 'specially assigned' to someone's specific request. I can't be the only person who doesn't nit-pick about their room, there has to be other people who just want smoking or non (or don't even care about that). I also can'tbe the only person who comprehends 4:00 pm eastern US is 4:00 pm eastern US, and who doesn't feel the need to throw a hissy fit at some person making a relatively low-paid living just because something as relatively simple as a room won't be available until they said it would be available.

But, I guess I shouldn't be worried about this. After all, I'm pretty much happy with a room so long as it's not broken, whether it be pre-assigned or picked at the moment of check-in.

-Joe

Actually Joe, I do as you do. I ask for NON smoking for medical reasons and for NOT a handicapped room. Frankly, I'd rather not go even to DVC or WDW than have either of these type of rooms. If I have more than one room, I ask that they be in the same vicinitity. My disagreement with your position was what I interpreted as your assumption that there are a group of unassigned rooms to pull from when the resort is full. My assertion is that they will either preassign the rooms, all of them, or they will do first come/first served, there will be no in between. The problem with preassigning the ones with specific requests and assigning the rest at check in is that the latter will get the bottom of the barrel and everyone will have more and more specific requests as they figure out the process.

I agree with you that a large part of the issue may be that people are making unreasonable requests. Still, I suspect that most people still just request general preferences like areas, smoking and the like.

 

[SamR]

Like Dean, my requests are always non-smoking and non-handicapped (in that order). Those are the only issues that will have a significant impact on my family's enjoyment of the villa.

I've often wondered why non-smoking vs. smoking optional status can't just be part of the room type instead of merely a request. That is, when I call to reserve my two-bedroom villa for a specified set of dates, the reservation system knows the breakdown on availability for two-bedrooms, one-bedrooms, and studios. Why can't it also track two-bedroom non-smoking, two-bedroom smoking optional, etc.? The reservationist could then provide immediate feedback that no such room is available on the selected dates, and I would have at that time the choice of accepting a smoking optional room, changing my dates or resort, or giving up. Obviously the system could handle this, but the process doesn't conform to those rules.

Why? (I realize that this is a common practice in the hotel industry, but maybe this would be a good place for Disney to blaze a trail away from the norm.) The cynic in me suspects that the answer to the "Why?" question is that not guaranteeing the room type at reservation time helps ensure maximum hotel occupancy. That is, if people knew that their choice of smoking type was not available, they might just not book the reservation. But if they show up at the front desk, it's a little bit late to make that choice...They pretty much have to accept what is available and make the best of it.

 

[Dean]

Actually Sam, many hotel chains now book smoking option as well as room type. I know I made a reservation at Hampton in recently and at one location they "couldn't guarantee me a non smoking room" and at the other they could. I also agree with you that I wish they actually booked them specifically because as I said earlier, I'd rather not go than have a smoking room. With the decrease in smoking rooms at the DVC resorts and the banning of smoking in restaurants in FL, things should be even easier to avoid smoke exposure and the health problems that go with it.

 

[ncligs]

Originally posted by Dean
. With the decrease in smoking rooms at the DVC resorts and the banning of smoking in restaurants in FL, things should be even easier to avoid smoke exposure and the health problems that go with it.

Gail is this another vote for making DVC resorts "non-smoking"?

 

[GAIL HAYDEN]

Gail is this another vote for making DVC resorts "non-smoking"?

Lol, could be, but, you and I both know it will never happen.
As was explained to me, Disney realizes that there are those that smoke and as such will always have rooms available for smokers.

And, Nick/Cindy, I really doubt you would like it to happen. Look at this perspective. A non smoking resort would just open uo incredible opportunities for smokers to break rules and put a lot of people into a tizzy. Don't you think it better to segregate us nasty smokers into appropriate places than to have the smokers, who do not respect rules, smoking in non smoking rooms? Even with your idea of a fine (not a bad one, btw) for breaking the rules, knowing how Disney allows all manner of things to "walk" from the units and does not do a bloody thing about it, do you seriously think that they would practice what they "preach", as it were. I think your desire to see a non smoking resort would seriously backfire on you. As long as it is behind closed doors, what does it matter to you? I promise I won't smoke in a non smoking unit, and I know you won't smoke in a smoking optional unit. See!!!!!!!!! We have a balance here.

The occurance of non smoking rooms is as likely to happen as adults only buildings. (Which, btw, would be a wonderful thing from both sides of the coin.).

 

[ncligs]

Gail,
I knew it wouldn't take you very long to respond .
You have a lot of truth in your post.

 

[GAIL HAYDEN]

I knew it wouldn't take you very long to respond

LOL, you had that right. You just KNEW I would take the bait on that one. I love debating this issue with you. LOL.

You have a lot of truth in your post.

Thank you for noticing. I appreciate the fact that you read it and hopefully, understood where I was coming from.