After reading the thread about the desk staff at WLV I thought some of you might find this interesting.
We checked in March 6 at 10:00 in the morning. Got our "Welcome home " from everyone and the service was excellent. The Location we had requested wasn't available but we got a NS third floor that was close (BLDG 28) no problem there. We tend to swing with room assignments if our requests aren't available after all they are just requests.
The problem began when one person in our party of seven ask for and got a park hopper placed on their room key. No problem so far.
Everything is fine until my best friend called on our third day there and asked if he could stop by. He had been previously invited when we heard he was in the area for several days. We decided he should stay for a couple of days . So we went to the desk and got him registered. No problem. I also gave them, at that time, my disney rewards card to offset the charges on our bill thus far. After the credit we owed only .73 . After this was all done I asked several times if everything with our room keys and charging were exactly the same. We had had problems on a previous trip when we had added a guest. I was assured by the smiling desk clerk that everything was fine.
Later that day when charging a meal we were told that we had reached our credit limit. This was not the fault of the person I was dealing with so I just payed cash and told her I would take care of it with the desk. But, it was embarasing. Here I was with a $.73 bill and a credit limit of $1500.
When I confronted the desk about this later that day they had no idea what was wrong and issued us new cards (8 of them). The cards worked for room keys, but the next time we tried charging we got the same story sorry, but .... embarassing again. It was late so I didn't go see the desk until the next morning. They said that they had a "glitch" in their sysstem and that they would issue new cards again. 3rd set.
My wife and I took different paths the next day. I played Golf at the Mag and she went to the parks with the kids. Yep you guessed it. We were both denied charging privaledges. I had to put my golf on my credit card( wow, no problem) and fortunatly my wife had cash. But now both my wife and I have been embarassed multiple times and seriously inconvenienced. Now were mad.
When I get back to the desk that evening I immiediatly asked for a manager. After telling my sad story she looks at the history and tells me that it's my fault. I had a rroom key with a pass on it and I added a guest. My reply was HUH ! She gave me some kind of gobbldy gook about the computer and each change being a multiple reservation and I lost it. I asked what I had done wrong . I bought a pass and I was within our room limit on guests. She proceeded to try to redo things by canceling our current reservation and trying to redo all of it. Warning bells were going off in my head. After about ten minutes she apparently gave up and just rechecked us in. She asked for my credit card again and gave us new Room keys. Yea, our 4th set of 8. What amazed me was No Apology, nothing.
The next day we decide to go to WL to swim. Called and everything . Yep we're open come on over. We get there and are having a great time when we decide to buy a pin and some lotion. Then it happened, my wife is denied, for like the third time. It's out of my hands now the varsity has checked in. 45 minutes later and with the help of a very apologetic manager at WL the staff of OKW delivers to us pool side at WL a new set of room keys. 5th set, I should buy stock in whoever makes these. Her small purchase at WL of lotion and pin are free.
The rest of the week things are pretty peaceful. Saturday rolls around and we had added a day to our stay with a linked reservation. We don't have to move like we were told we might have to. But we did get a new set of keys. I've lost track now on how many we've gotten. Fortunatly they were hand delivered to our room that morning along with a gift basket from the desk staff. While it was all appreciated a simple apology would have gone over alot better.
On a side note, while I was at the desk with the manager two people came to the desk having just checked in with major problems either to their rooms or their room keys/passes. The problems were of such magnitude that tboth required that they be handled by the manager. Who was busy with me. So they had to wait. I draw no conclusions from this experience. For the most part we have received outstanding service from our desk staff, but this has made me think that that perhaps that level of service may be in jeopardy.
We checked in March 6 at 10:00 in the morning. Got our "Welcome home " from everyone and the service was excellent. The Location we had requested wasn't available but we got a NS third floor that was close (BLDG 28) no problem there. We tend to swing with room assignments if our requests aren't available after all they are just requests.
The problem began when one person in our party of seven ask for and got a park hopper placed on their room key. No problem so far.
Everything is fine until my best friend called on our third day there and asked if he could stop by. He had been previously invited when we heard he was in the area for several days. We decided he should stay for a couple of days . So we went to the desk and got him registered. No problem. I also gave them, at that time, my disney rewards card to offset the charges on our bill thus far. After the credit we owed only .73 . After this was all done I asked several times if everything with our room keys and charging were exactly the same. We had had problems on a previous trip when we had added a guest. I was assured by the smiling desk clerk that everything was fine.
Later that day when charging a meal we were told that we had reached our credit limit. This was not the fault of the person I was dealing with so I just payed cash and told her I would take care of it with the desk. But, it was embarasing. Here I was with a $.73 bill and a credit limit of $1500.
When I confronted the desk about this later that day they had no idea what was wrong and issued us new cards (8 of them). The cards worked for room keys, but the next time we tried charging we got the same story sorry, but .... embarassing again. It was late so I didn't go see the desk until the next morning. They said that they had a "glitch" in their sysstem and that they would issue new cards again. 3rd set.
My wife and I took different paths the next day. I played Golf at the Mag and she went to the parks with the kids. Yep you guessed it. We were both denied charging privaledges. I had to put my golf on my credit card( wow, no problem) and fortunatly my wife had cash. But now both my wife and I have been embarassed multiple times and seriously inconvenienced. Now were mad.
When I get back to the desk that evening I immiediatly asked for a manager. After telling my sad story she looks at the history and tells me that it's my fault. I had a rroom key with a pass on it and I added a guest. My reply was HUH ! She gave me some kind of gobbldy gook about the computer and each change being a multiple reservation and I lost it. I asked what I had done wrong . I bought a pass and I was within our room limit on guests. She proceeded to try to redo things by canceling our current reservation and trying to redo all of it. Warning bells were going off in my head. After about ten minutes she apparently gave up and just rechecked us in. She asked for my credit card again and gave us new Room keys. Yea, our 4th set of 8. What amazed me was No Apology, nothing.
The next day we decide to go to WL to swim. Called and everything . Yep we're open come on over. We get there and are having a great time when we decide to buy a pin and some lotion. Then it happened, my wife is denied, for like the third time. It's out of my hands now the varsity has checked in. 45 minutes later and with the help of a very apologetic manager at WL the staff of OKW delivers to us pool side at WL a new set of room keys. 5th set, I should buy stock in whoever makes these. Her small purchase at WL of lotion and pin are free.
The rest of the week things are pretty peaceful. Saturday rolls around and we had added a day to our stay with a linked reservation. We don't have to move like we were told we might have to. But we did get a new set of keys. I've lost track now on how many we've gotten. Fortunatly they were hand delivered to our room that morning along with a gift basket from the desk staff. While it was all appreciated a simple apology would have gone over alot better.
On a side note, while I was at the desk with the manager two people came to the desk having just checked in with major problems either to their rooms or their room keys/passes. The problems were of such magnitude that tboth required that they be handled by the manager. Who was busy with me. So they had to wait. I draw no conclusions from this experience. For the most part we have received outstanding service from our desk staff, but this has made me think that that perhaps that level of service may be in jeopardy.
