OKW Check in Troubles--Long

[Debby7]

Last January I booked a 2 bdrm at OKW for 12/4-12/10. My 78 yr old mom, who has a heart condition, was hesitant about coming, but we convinced her. I requested at the time of reservation, for medical reasons, n/s, 1st floor , near a bus stop. My confirmation listed all of this and also noted a guest with medical challenges. I was confident that we would not have a problem since medical requests are blocked before general ressies.

We did not arrive until 6 pm and I knew that the resort was at capacity, but again I was not too worried since my requests were medical requests. Well, I knew I was in trouble when the cm remarked that she did not understand
why my room was not blocked out . I knew I was in big trouble when she excused herself to the back room "for a moment". 10 minutes later she returned and offered me a choice-- 3rd floor n/s or 1st floor /smoking. I politely, but firmly replied that neither was acceptable. She again excused herself to the back room. Much later she returned again and said that they really had no other options , but that if I would accept one of these rooms for the 1st night, they would move us in the morning. So we took the 3rd floor, n/s, and made sure that mom went up just once and stayed there.
In the am, I received a call at 7 am asking if I still wanted to move. When I said yes, they said I would have my choice of three rooms. When I asked if I could come over the HH right away and do the paper work, but not leave the current room until 11 the cm said yes. So I walked over to the HH from Turtle Pond. When I get there, the desk cm said that I could not do anything until 11 and that the new cm's "don't know what they are talking about."
When I did go over at 11, I was not given a choice but had a room already assigned. Fortunately, it did meet all of my requests and we had a wonderful rest of our trip. But I feel like I lost almost day of our trip moving and unpacking. I am dissappointed that after all the hassle, no compensation of any sort was offered. I know, I should have complained more , but it just isn't in my nature to make waves and I didn't want to upset my mom. I strongly feel that the room probably was blocked, but that we got bumped by someone who checked in before we did. This never happened to me under the old system of priority by date booked. The whole experience certainly took some of the sparkle off our first night there. And I am not even going to talk about how my sister brought an empty suitcase and the one with all her clothes was left in NJ !!!!!!!!!!

 

[rocketriter]

If you don't like the "room ready" policy, please write a letter to MS saying so and telling your story. The policy was designed for the benefit of the resort, not its guests.

 

[Chuck S]

The policy was designed for the benefit of the resort, not its guests.

Not necessarily. Prior to Room Ready there were a lot of complaint here on the boards about not getting into your room in a timely manner because it was pre-assigned.

Personally, either system has worked fine for us, if we had to wait, we had to wait...no big deal. But then again, about the only request we've made is non-smoking. Since we generaly arrive early, and have few specific requests, we're often given a choice of locations...but still usually have to wait until 4pm to get our room.

The system I liked BEST was the old "members-check-in" where we could call the front desk, give them our credit card, and our room keys and packet would be waiting for us when we arrived.

 

[spiceycat]

send a letter to guest services.

your room should have been blocked!!!

your mother could have easily had a heart attack or fallen going up those steps. then you could sue WDW because of the medical reasons. Did they at least send bell services to help you?

DVC generally does not have a problem blocking it for medical reasons.

however next time call if you know you can't get there by 4pm. (so they won't unblock your room) - (I would call by 1 pm)

 

[WDWDad]

One of the problems with the system is that many people are requesting room assignments based on medical reasons. Now I am not saying that anyone in particular is not entitled to this request. I have noticed a large amount of people claiming debilitating illnesses due to smoke,pet dander,mold and the like. These illnesses are presented to be of such delicacy that I wonder how they can function out in the world. Couple this with the amount of people who need physical proximity without accepting a handicap room and you get the potential for real problems. As far as I know I have never heard of the front desk's requesting medical verification of a physical ailment. Perhaps this is because it would then require them to fulfill a request.

If medical requests are accepted by MS, then verification of need should be documented by a physician and brought along to use upon check-in. The desk should verify all requests based on medical need.

Now please don't get upset. I am not questioning a persons right to use medical requests. It is not my place to judge an individuals medical condition. Moreover I would like to see the rights of those who truly in need of these requests, in the eyes of a doctor, to be able to have their requests taken seriously. However I do believe we live in a world where some people are quick to make mountains out of molehills.

 

[Debby7]

I would have been more than glad to provide documentation of my mom's heart condition if that is what it would take to insure that the requests be met. That is not the current policy. My point is that MS acknowledged my requests in my confirmation, assured me that this would not be a problem and then did not follow through. Obviously, the cm working with me knew this was a snafu as soon as she looked at her computer.

 

[spiceycat]

no offense - mother is 82 and has a big problem just getting around - asking her to walk 3 flight of steps would not even be possible.

but I agreed medical reasons should have a doctor's sign off.

However please remember that doctor's sign off on ALOT of stuff that they shouldn't.

You won't believe the handicapped stickers in the cars here at work - some of them are for people who are fine! and yes I am noisey enough to ask - some are for their GRANDPARENTS!

so a doctor note these days don't seem to mean alot - well here anyway!

Now work has done its part by requiring these people to have a doctor's note and that cut down on alot of it - but some people just don't like to walk and their doctor allows them not to.

 

[jmminarik]

My point is that MS acknowledged my requests in my confirmation, assured me that this would not be a problem and then did not follow through. Obviously, the cm working with me knew this was a snafu as soon as she looked at her computer.

Don't forget the possibility that a guest arriving earlier in the day found out that they were assigned a room not to their liking and threw a hissy fit. Unfortunately, all to often Disney caves to these types of people. In this case, a resort front desk CM/Manager is probably to blame, not MS. All the more reason DVC needs to either drop the entire 'request' system or make certain room catagories garaunteed at reservation time.

-Joe

 

[PamOKW]

Over the years, check-in is always the most stressful part of the trip because you feel so helpless when the requests you may have been assured were no problem suddenly go up in smoke and you are left with a choice of Option A or Option B with neither one even close to what you asked for 11 months ago.

I agree that it's worth sharing your experience and making suggestions for changing the system. However, we are always told that requests are not guaranteed (and, unfortunately, others are abusing the medical need which hurts those who really need it). I've never received compensation beyond a discussion of concerns.

I had a similar experience a few years ago with the second room. My reservation also was wrong due to MS misreading things. They offered to work with them to find a room where my brother's family could move and to do it a day ahead of check-in. A very nice CM worked it all out. The next day at check-in the desk CM insisted that it was impossible I had been promised a room the day before. Check-in -- always the worst part of the trip.

 

[lenshanem]

I agree. Check in is the most stressful part of the trip. I dread it for fear now we won't get non smoking and also end up with a handicap studio with no tub. I will gladly provide a doctor's note to keep on file if it means my request will be guaranteed.

 

[kathleena]

I have noticed a large amount of people claiming debilitating illnesses due to smoke,pet dander,mold and the like. These illnesses are presented to be of such delicacy that I wonder how they can function out in the world.

I am not questioning a persons right to use medical requests. It is not my place to judge an individuals medical condition. Moreover I would like to see the rights of those who truly in need of these requests, in the eyes of a doctor, to be able to have their requests taken seriously. However I do believe we live in a world where some people are quick to make mountains out of molehills.

Looks like you contradicted yourself in your own post.

 

[jcanary]

I had this exact problem at BCV this past June. I wrote and all I got was phone call explaining that these are requests and they are not guaranteed under any circumstances. Luckily another room had freed up but we had to wait until 7:30 pm to get into it, which we agreed to. but if that did not happen there would have been six in a studio for a night because I was not going to pay an ER charge for an allergic reaction. It is however funny that our episode started out exactly the same - the CM had to go into the back room to check something, but we got the room wasn't ready. We were checking from 9am on. I would love to see Disney go non-smoking everywhere. Even just specify one building, in one or two resorts that are smoking. So they will satisfy the smokers also. but don't have smoking at all of the resorts. that's my opinion.

 

[LibertyBelle]

Debby7 please check your private messages.

 

[Johnnie Fedora]

My impression from reading the boards, etc. is that so many guests are making requests for "medical reasons", the sheer number of these requests likely exceeds a resort's capacity to honor them.

All of the onsites have elevators except OKW. If stairs were an issue, maybe another DVC resort would have been a better choice for your trip.

 

[Happy Birthday Cat]

Over the years, check-in is always the most stressful part of the trip

Honestly I never thought about it that way but have to say that I agree completely.

The trouble is that if one unscrupulous person uses the "medical card" to their advantage, it hurts things for the other 99 people who really need it.

HBC

 

[crisi]

And, from the people I know, its more like 10%, 30%,60%

10% of people REALLY REALLY need the request for medical reasons.

30% are people who would really LIKE the request for medical reasons. No one in the party is going to go into asthmatic shock or have a heart attack walking the stairs, but their comfort level would be GREATLY improved by having their requests met.

60% very validly don't like smoking rooms or stairs. There comfort level is improved not having these rooms, but if they spent a week in them, there would be no more harm done to their health than when I (a non smoker not comfortable with smoke, good knees and a good heart and lungs) were to stay there.

(I really want to say that there is a portion of the 60% that is like my "friend" Katy - but I don't want anyone here to read themselves into this. Katy complains loudly about her health and allergies if she gets a ride from a smoker or spends time in a smokers house if she doesn't want to be there. She swears up and down such exposure will send her to the hospital. But she had no problems dating a smoker for a year, or spending time in smokey bars to hear a band. I know several "Katys" - all who I don't doubt would get notes from their doctor about their allergies. I know one severe "will go to the hospital if put in a smoking room" asthmatic - who is, unfortunately, a six year old little girl who spends a lot of time in the hospital. It boils my blood that Beca might end up in a smoking room (or actually not, her parents would find somewhere else to stay) because someone like Katy threw a fit at checkin.)

 

[Johnnie Fedora]

Katy complains loudly about her health and allergies if she gets a ride from a smoker or spends time in a smokers house if she doesn't want to be there. She swears up and down such exposure will send her to the hospital. But she had no problems dating a smoker for a year, or spending time in smokey bars to hear a band. I know several "Katys" - all who I don't doubt would get notes from their doctor about their allergies. I know one severe "will go to the hospital if put in a smoking room" asthmatic - who is, unfortunately, a six year old little girl who spends a lot of time in the hospital. It boils my blood that Beca might end up in a smoking room (or actually not, her parents would find somewhere else to stay) because someone like Katy threw a fit at checkin.)

Very well said. I agree with your percentages!

 

[ParrotAtOKW]

My wife and I have had our share of check in troubles over the years. Most of the time these have been resolved to our complete satisfaction, though they may have involved a lot of extra work, such as trudging all the way from the All Stars to Animal Kingdom Lodge. But the worst experience we've ever had happened to be at OKW on our very first trip as DVC members. We learned the hard way that they know they've "got you" and there is nothing you can do about it when things go wrong. We thought we'd get a superior level of service compared to retail guests because we are now DVC members. Not the case in our experience.

But you know what? When I look back on that trip I really have to work hard to remember how bad the check in was. Everything else was really nice, and I fell completely in love with OKW as a home away from home. And when I say that we didn't get "superior service" I don't mean it as a put down. We got the same very high level of service that we got as retail customers. If the outcomes had been equal to the amount of effort they put in to trying to make us happy, it would have been magical. What I'm saying is that the CMs tried really hard, but just could not deliver on all of our "wants."

Also, I could go on a while regarding some of the comments in this thread about people that claim handicapped privileges that don't really need them, but I won't. I have learned that very real disabilities don't always show much on the outside of a person. I've seen an increase in the number of guests with disabilities that visit WDW over the years as well. So I'm not going to pass judgement on anyone until I know everything about them and their personal situation. At SSR a few weeks ago, every single one of the handicapped parking spaces was taken up every night, for the full 10 nights we were there and several of us had to park in regular parking. No big deal. Most of the handicapped spaces weren't that much further from the rooms anyway. I remember one car that I never saw a handicapped sign in the window that was parked in a handicapped space every day. Then one morning I happened to catch them loading up and saw the young lady in her wheelchair. You just never know.

Best to forget about the check in hassles as quickly as you can, and get on with the business of immersing yourself in the magic. For me, even just thinking about a nice pina colada by the pool while I'm standing in line or dealing with a difficult CM helps. One of these days I'm actually going to go for it!


Happy Holidays to all. May all be well with you this season and always.

.

 

[crisi]

Also, I could go on a while regarding some of the comments in this thread about people that claim handicapped privileges that don't really need them, but I won't. I have learned that very real disabilities don't always show much on the outside of a person. I've seen an increase in the number of guests with disabilities that visit WDW over the years as well. So I'm not going to pass judgement on anyone until I know everything about them and their personal situation. At SSR a few weeks ago, every single one of the handicapped parking spaces was taken up every night, for the full 10 nights we were there and several of us had to park in regular parking. No big deal. Most of the handicapped spaces weren't that much further from the rooms anyway. I remember one car that I never saw a handicapped sign in the window that was parked in a handicapped space every day. Then one morning I happened to catch them loading up and saw the young lady in her wheelchair. You just never know.
.

Yep, which is why I don't want anyone here reading themselves into Katy. I'll give you all the benefit of the doubt regarding your NS needs - until I see your entire party through a thick haze of grey at PI at 11:30 on a Saturday night.....

Like I'll just assume all those misbehaving children with their indulgent parents have ADD or ODD or something else I don't know about - or that their kid is having a two minute tantrum as I walk past and this behavior is really the exception (Lord knows mine have done that).

As a population - its a little suspicious - though Disney does - as several DISers know first hand - provide a great vacation for the disabled making the chances you'll see a lot of wheelchairs, etc. higher than pretty much any other vacation destination. Individuals, however, get the benefit of the doubt - which is Disney's problem - they can't tell a Katy from a Beca. And which is why, in the end, I think we will end up with non-smoking resorts - much as I DO see the smokers side of the debate.

 

[DrTomorrow]

A few thoughts on the matter.

1. During check-in of our recent trip, for our 2BR, I'd requested NS - not for medical reasons, primarily because we were bringing friends, and I wasn't sure of their tolerance. We really don't ever request anything, except perhaps non-HC, just because the lower facilities don't mesh with my 6'4" height. However, because we arrived at 4:30 PM on Sunday, there wasn't a NS room available (we got the "I need to talk to a supervisor" routine). It wasn't a problem, but if NS had been a priority, we would have been out of luck. Oh, I made the ressie day.by.day right at the 11-month window....

2. Now that we live in the Valley of the Sun (Phoenix, AZ) instead of Michigan, our arrival days are a bit problematic. The first SWA flight out leaves at 8:30 (or 9:30 depending on DST) and arrives at 3:30. After luggage, rental and the drive, we're there at 4:30. This means we get everyone else's leftovers - this will become more of an issue when SSR expands and we want Congress Park (DTD view and access) or The Springs (pool / AP access).

3. While I agree with ParrotAtOKW that these issues are - for us - not a trip-maker / breaker, when we're there for a week and have certain plans (lots of time at DTD, a pool-based trip), room location will be fairly important. So we're considering flying in the night before, staying at a cheap hotel and arriving bright and early at SSR to get our pick of rooms. Not sure if it's worth the extra room (and rental car) cost, but it is an option we're keeping in mind.

It'd be nice to at least know that a first.reserved.first.served rule was in effect, and that once a room was assigned to us, it was ours, regardless of arrival time or an earlier.guest.hissy.fit.

IMHO - YMMV