Not a true TR, but it is my account of what happened......

[cm8]

Hope that was not too bad.... there is more to come soon!!!!

 

[cm8]

oops!! I put this in the wrong place, can some one please move it? Please? lol

 

[Nicole&Becker]

Holy smokes! That is one horrible night. I sure hope that you get your $$ back for the dinner show! I would demand that they give you your money back AND free tickets to something else! That is just insane! I can't believe they gave away medical supplies to someone else without verifying that person's name was on the equipment. If I were you, I would make a really big stink about the whole thing because that is so uncalled for in so many ways. I am very sorry that happened to you.

It really reminds me of our last trip to Disney World. We were at All Stars Movies. We were treated about the same as when you arrived at POP. I had my service dog with us. We decided never to stay in that hotel again. Maybe after hearing your story we will avoid the value resorts altogether.

I hope the rest of your trip goes better. Maybe they will give you a disney gift card or something for all the trouble.

 

[Cheshire Figment]

I hope you got the names of everyone you talked to. And that one of the people that you talked to should have been the General Manager of the Resort.

At the very least you should have been reimbursed for the dinner show that you missed as well as being given a comped reservation for the same show on a different date.

I would suggest taking your report, copy it into a word processor, put in the names of the people you talked to, and send it to:

WDW Guest Communication
PO Box 10,000
Lake Buena Vista, FL 32830.

Don't worry about full names; as long as you have the date, approximate time, location and name that was on the nametag they will know who the people were.

 

[peemagg]

I hope they even had to comp you the cost for your whole stay. Talk about a major screw up! I would be making sure that heads roll for this one. From the front Desk personal up. That was totally uncalled for behavior on their part. They need to do some major kissing! I would even report this to guest relations and I would also write a letter as far up the ladder as I could go.

That wasn't just a major screw up, but a LIFE threatening one! What the heck were they thinking?

 

[gymboqueenkaylee]

WOW! I hope that you get your $$ back for your dinner show, those things aren't cheap. I still would contact the GM like another poster said. There is obviously some issues that need to be taken care of with the staff. I am glad you got you r o2 like you needed. That must have been scary for you.

 

[Kay1]

Well, that wasn't the best start of a trip, was it? I sure hopw things turned around for you.

 

[Schmeck]

I'm sorry, but I couldn't read past the first few sentences. Is there any way to break up that really long paragraph into smaller ones?

 

[SueM in MN]

oops!! I put this in the wrong place, can some one please move it? Please? lol

This is the perfect place for this report.
It's not the kind of thing people want to think about happening, but it is very important to read about things like this - when things go collosally wrong.

I hope they even had to comp you the cost for your whole stay. Talk about a major screw up! I would be making sure that heads roll for this one. From the front Desk personal up. That was totally uncalled for behavior on their part. They need to do some major kissing! I would even report this to guest relations and I would also write a letter as far up the ladder as I could go.

That wasn't just a major screw up, but a LIFE threatening one! What the heck were they thinking?

It was very lucky this did not turn into a very dangerous situation

and to the OP, don't blame yourself for not having brought enough supplies with you. You did all the arrangements to HAVE what you needed at the resort. They have some major problems to deal with if they gave out the supplies you ordered to someone else. Getting the right things to the correct guest should be Luggage Handling 101.

I agree with the others that you should send a letter describing your situation. I would suggest you edit it for length without taking out any of the content. People reading long long letters tend to get caught in the length of it and miss the actual important points.

I'd maybe start with a summary of the most important statement "I had pre-arranged for delivery of XXXXXXX supplies from xxxxxx company to the POP resort. I had confirmation from xxxxx company that the items were delivered to the resort prior to my arrival at POP. When I arrived, no one could locate my supplies and I was told they were given out to another guest.
Not having these supplies on time was hazardous to my health since I am dependent on oxygen to breathe."
After that, you can go into more detail, but at least the most important points are out there in the first paragraph. If I were writing, I would also leave the information about rudeness at check in for the last part since it doesn't pertain to the oxygen situation. That could come later on in a list of staff who were helpful and not helpful.

 

[dclfun]

Gosh...I'm so sorry your celebration trip turned out to have a not-so-magical beginning! I had a similar situation a few years ago at WL with my ventilator charger and a/c adaptor being delivered from Pop to WL which somehow was misplaced. it was misplaced for so many hours that I ended up in the lobby on the night of my son's birthday with the EMT's. As they were about to load me in an ambulance, someone found my supplies which were in their luggage storage under a piece of luggage the whole time. We were not comped for our lost birthday dinner ressie at Artist Point nor did they offer to send food up to our room since I had to stay there as I had NO battery left. I wrote a letter after our return and we received a GC for $100. I really had to laugh- it in no way made up for what I went through and that my son, who was returning from his Wish trip, missed his birthday dinner. I had a front desk manager with a similar attitude too. I'm really, really sorry for what you're going through but believe me when I say, I DO know exactly how you feel. Medical supplies should receive better attention but I learned my lesson and will never have anything shipped or transferred again.---Kathy

 

[jmartinez1895]

WOW, I can't being to imagine how mad you must have been. I also can not imagine them not refunding your money for the dinner or at the veery least helping you get in the next night ( even if they are full). I sure hope that they plan on doing a little bit more to help you out.

 

[Schmeck]

When they found two oxygen tanks in the luggage area, were they for you? I'm confused - sounds like you got your O2 from the luggage area - or was that for someone else? Or was that the whole mix-up - someone else also had O2 sent there, and yours got mixed up with theirs?

 

[chaoslobster]

What a horrible experience! I have to say, unfortunately, that when I read that this had happened to you at the Pop, I wasn't surprised. Only a few hours ago I posted in another thread my experiences with renting a scooter from Care Medical and having it delivered to the Pop's bell services (luggage) desk. Two years in a row on consecutive trips I arrived at the Pop only to be told there was no scooter there waiting for me, despite having confirmation from Care that the scooter, sporting a large tag with my name and reservation number on it, had been dropped off only hours earlier. Both times it turned out the Pop employees had given my scooter to another guest. They don't seem too concerned with checking anything before simply handing out packages and equipment to anyone who asks.

It makes me so tempted to go up to the luggage desk this year and say "There's supposed to be a delivery waiting for me here, a rather large one" just to see what they bring me. What would I get? A scooter, or a powerchair? A refrigerator? Perhaps somebody else's prescription medical equipment? It would be a great surprise!

 

[seashoreCM]

>>> ... so many hours ...

A handout of lots of extra fast passes would be appropriate also.

>>> ... avoid the value resorts ...

You have a right to press for compensation even if you overlooked something while you were there and decide to write a letter after you get home. Still it is best to report problems promptly although under the circumstances here. Sometimes stopping at G.R. on the way out works out best particularly when it is closing time and the lines for the resort buses are long.

In the cases listed here you have the right to cast aside the "fool me twice shame on me" principle and go back and try it again and expect more compensation if the second time goes bad even in the same fashion.

Complimentary theme park admission is of dubious value, like three dollars per ticket day, unless the tickets can be upgraded in normal Magic Your Way fashion.

>>> ... not a true trip report ...

I too have difficulty collecting all my thoughts to put into one report. So that others can benefit from the experience a good compromise is to report some of it now and add to it later. The same idea can be used to speed up the handling of accumulated email when you get back home; send a snippet off the top of your head now ending with "more coming". Then you can go on to the next email answer more quickly.

 

[kayrosek]

What an absolutley horrifying incident. I certainly hope things got better for you and that Disney did something to compensate you. We had a similar experience with DH's wheelchair at a value resort so I definatley think there should be more training for luggage personel and more accountability as well.

 

[cm8]

Hi!!! Thank you all for reading. I am really great full for the great advice that I have received. I will try to multi quote all responses, I am new at this so please bare with me.


"Holy smokes! That is one horrible night."

You are correct, it was horrible and I felt so bad for not being able to do anything but wait. I actually felt like I had done something wrong and there are no more words I can say that will actually describe what it felt like.




"I hope you got the names of everyone you talked to."

I did, The only name I don't have was the guy who used his CC to put the charges for the o2 supplies on. I took your advice and sent a letter to the address you provided. I really appreciate you giving me that address.




"I hope they even had to comp you the cost for your whole stay. Talk about a major screw up! I would be making sure that heads roll for this one."

It would have been wonderful if that were at all possible, However I am not sure that would have happened, especially since they didn't even offer to refund our money for missing our dinner show. My husband tells me I'm too easy on others and I should have let them have it. I wanted to don't get me wrong, But I did not want to ruin the "magic" for all the other guest in the lobby.

"I am glad you got you r o2 like you needed. That must have been scary for you. "

It was, at one point I thought that I was going to faint!! I was so relieved when the o2 came, I felt like I could breathe better and that weight had been lifted off of me.


"Well, that wasn't the best start of a trip, was it? I sure hope things turned around for you."

Thank you, In the days to follow you will see that it did get better.



"I'm sorry, but I couldn't read past the first few sentences. Is there any way to break up that really long paragraph into smaller ones?"

Might this be better for you? I will do my best to split them up more, thanks for the advice!!


"It was very lucky this did not turn into a very dangerous situation"

It almost did, I was feeling light headed and needed more o2 then I was using since I knew I had to maintain it till more came. I was using it at 2 lpms instead of the 4 I required !!!! But, Thank God I made it through!! I really appreciate your advice on how to format the letter, I did it just as you recommended.!!!


"Gosh...I'm so sorry your celebration trip turned out to have a not-so-magical beginning! I had a similar situation a few years ago at WL with my ventilator charger and a/c adaptor being delivered from Pop to WL which somehow was misplaced. it was misplaced for so many hours that I ended up in the lobby on the night of my son's birthday with the EMT's. As they were about to load me in an ambulance, someone found my supplies which were in their luggage storage under a piece of luggage the whole time. We were not comped for our lost birthday dinner ressie at Artist Point nor did they offer to send food up to our room since I had to stay there as I had NO battery left. I wrote a letter after our return and we received a GC for $100. I really had to laugh- it in no way made up for what I went through and that my son, who was returning from his Wish trip, missed his birthday dinner. I had a front desk manager with a similar attitude too. I'm really, really sorry for what you're going through but believe me when I say, I DO know exactly how you feel. Medical supplies should receive better attention but I learned my lesson and will never have anything shipped or transferred again.---Kathy"

Wow, that must have been really awful! I think I would have cried myself to sleep that night. And for you to be on a wish trip too, wow, I could never imagine what weight you had on your shoulders . I am so glad ( but not in that way) that you can relate. I guess they do not understand, that we have to make different arrangements if our life sustaining medical supplies are not received and where they are supposed to be. I know that I can't be with out my o2, I desaturate to 74 with out it, so I really really needed to know if they were going to be able to get it least I find my self in the ER some where!


"WOW, I can't being to imagine how mad you must have been. I also can not imagine them not refunding your money for the dinner or at the very least helping you get in the next night ( even if they are full). I sure hope that they plan on doing a little bit more to help you out."

I would have thought so too, but we weren't offered anything and the next night we had dinner at AP and that was not the same as we had planned. It was the sweethearts dinner, and I tell you more later.



"When they found two oxygen tanks in the luggage area, were they for you? I'm confused - sounds like you got your O2 from the luggage area - or was that for someone else? Or was that the whole mix-up - someone else also had O2 sent there, and yours got mixed up with theirs?"

No, the o2 that they found was from a previous guest who happened to have an extra supply and did not want the hassle of lugging it back with them so they left it for the company to pick up from the hotel later.


"What a horrible experience! I have to say, unfortunately, that when I read that this had happened to you at the Pop, I wasn't surprised."

I booked POP, because I thought it was a great choice and from reading all the recommendations we felt that it would be a great place for us to stay and save money to use for spending later. I am glad to see that your experiences have not shifted your opinion about staying there. I would think 3 times about staying there again.


"In the cases listed here you have the right to cast aside the "fool me twice shame on me" principle and go back and try it again and expect more compensation if the second time goes bad even in the same fashion."

I know what you mean. That was my first time back to WDW since I was like 12, so I really wanted to go with my husband. I know somethings are beyond some peoples control, but they could at least have been more helpful about the situation instead of making me feel I was wasting their time.



"What an absolutely horrifying incident. I certainly hope things got better for you and that Disney did something to compensate you. We had a similar experience with DH's wheelchair at a value resort so I definitely think there should be more training for luggage personnel and more accountability as well."

Thanks, I agree, and I know that some people might say that they don't have to take it ( medical supplies) at all and make it our ( the guest) complete responsibility, but I can assure you that half of us would not be able to make it and spend our hard earned cash there. I would have to travel with some much o2, I would chose to stay home, least I become a bomb on wheels!!



I really appreciate all of you for reading my report and helping me find the best way to address it with the staff. I took so long to send it because I did not want them to think I was complaining and was just looking to get something. It was up to my DH, we would have been meeting with the mouse himself!!

 

[Chuck S]

I had to cancel a Hop de Do show last minute to take a friend to the hospital (he got too hot, and was slightly dehydrated). The hotel concierge called the dinner venue, and they immediately isued a credit to my credit card. The POP front desk should have called the dinner show and taken care of that for you.

I didn't expect nor request a refund, I actually went up to the desk to get directions to the Celebration hospital, and mentioned that the dining line was busy so I couldn't let them know to release the reservation to someone who may be waiting in a standby line. The concierge called directly and got a refund.

 

[peemagg]

I think your husband is right! It should be ran all the way up to the mouse himself. We aren't talking about losing someone's luggage. We are talking about life sustaining equipment! What would they have done if they hadn't found the extra tanks? Would they have paid for your medical necessities (i.e. ambulance ride, hospital visit, and anything else resulting from their screw-up)?

If you don't put the screws to them, then they have no reason to change. They just chalk it up as "oops". It is only when their rears are in a real sling that things get changed. The way it is there is almost a 100% guarantee that it will happen again and again, because no one wants to cause the stir that is needed.

 

[chaoslobster]

I booked POP, because I thought it was a great choice and from reading all the recommendations we felt that it would be a great place for us to stay and save money to use for spending later. I am glad to see that your experiences have not shifted your opinion about staying there. I would think 3 times about staying there again.

I love the Pop, I really do. Despite two years in a row of the luggage desk giving my scooter to another guest, I continue to stay there. In fact, only this week I booked my annual trip to Disney (in May) and I'll be staying Pop once again. I do have a particular reason for it. First of all, I need to stay at a value resort for financial reasons. I visit Disney once a year and stay for 10 days, so the hotel is my biggest expense. Anyway, so why do I choose Pop? Simple: Because Pop is the biggest hotel (in terms of capacity), there are typically about twice as many Disney buses running to\from Pop as there are from the All-Star resorts. And here's why I care about the buses...

I rent my scooter off-site (obviously) so I need to bring it on the bus from my hotel to the parks and back again each day. As many irritated guests can tell you, leaving the parks at closing time involves a gigantic crushing mob of people all fleeing for the exit at once -- and many of them are heading for the bus queues. It isn't uncommon to see four or five scooters in the bus queue at closing time, and each bus can only hold two at a time. If I'm scooter number five in line, which has happened several times, I have to wait for two fully-loaded buses to pull away and a third to arrive before I can get on. To make matters worse, when there's a scooter on the bus, that bus can suddenly hold significantly fewer passengers (because two rows of seats have to be folded up in order to accommodate the scooter).

I stay at the Pop every year because there are as many Pop buses as there are for all the other value resorts combined. Because of that, I'm not waiting for 45 minutes before I can get my scooter onto a bus headed for the Pop -- and I'm also not forcing a family of six with small children and an exhausted mom to wait for the next bus because my scooter took up their seats. In light of that, I don't mind having to wait an extra half an hour for the luggage guys to pull their heads out of their posteriors and figure out to whom they gave the scooter that has my last name and reservation number on it in six-inch-tall print.

Jenni
(formerly chaospearl, new account due to stalker)

 

[cm8]

I love the Pop, I really do. Despite two years in a row of the luggage desk giving my scooter to another guest, I continue to stay there. In fact, only this week I booked my annual trip to Disney (in May) and I'll be staying Pop once again. I do have a particular reason for it. First of all, I need to stay at a value resort for financial reasons. I visit Disney once a year and stay for 10 days, so the hotel is my biggest expense. Anyway, so why do I choose Pop? Simple: Because Pop is the biggest hotel (in terms of capacity), there are typically about twice as many Disney buses running to\from Pop as there are from the All-Star resorts. And here's why I care about the buses...

I rent my scooter off-site (obviously) so I need to bring it on the bus from my hotel to the parks and back again each day. As many irritated guests can tell you, leaving the parks at closing time involves a gigantic crushing mob of people all fleeing for the exit at once -- and many of them are heading for the bus queues. It isn't uncommon to see four or five scooters in the bus queue at closing time, and each bus can only hold two at a time. If I'm scooter number five in line, which has happened several times, I have to wait for two fully-loaded buses to pull away and a third to arrive before I can get on. To make matters worse, when there's a scooter on the bus, that bus can suddenly hold significantly fewer passengers (because two rows of seats have to be folded up in order to accommodate the scooter).

I stay at the Pop every year because there are as many Pop buses as there are for all the other value resorts combined. Because of that, I'm not waiting for 45 minutes before I can get my scooter onto a bus headed for the Pop -- and I'm also not forcing a family of six with small children and an exhausted mom to wait for the next bus because my scooter took up their seats. In light of that, I don't mind having to wait an extra half an hour for the luggage guys to pull their heads out of their posteriors and figure out to whom they gave the scooter that has my last name and reservation number on it in six-inch-tall print.

Jenni
(formerly chaospearl, new account due to stalker)

, that was the most funniest response that I have read today......... I know what you mean. I liked it too since I was told they had less stops to make and would have it's own bus, felt that it was best for us too. 10 days is a long time to be at WDW, When we went, we stayed for 8, and I didn't want to go when the time came, but I did enjoy myself at WDW, (except for when some people tried to run me over), but I could have had a much better time if that night was different, that was one reason we went to celebrate and I can't get that back......... I am glad that they find your scooter each time, it would drive me crazy looking for it ( if they made you search for it like they made me do). I really appreciate your response and why it makes your WDW trip so much easier, I hope that one day I can stay there again. Here to you having faith that they will one day not give your scooter away when you get there ( cheers)!!!!