Sorry if this response is long....
We had a situation that happened to us at Jambo house on our trip in October. This was for our 25th wedding anniversary so our expectations were very high. First was a disappointing cruise on the Dream, we were not able to dock on
Castaway Cay due to bad weather, and Nassau was a bust because our Blue Lagoon beach day was terrible ( that's a whole other story) we arrived on Sunday to check in to our 1 br club level room, i had to go into the lobby and wait on the check in line until they found out we were checking in to the club level then they had a CL CM come down and take us upstairs at ( about 10:30 am) We sat in the lounge until nearly 5pm when they called me over to tell me that a pipe burst in the room we were assigned so they had to put me downstairs on the 5 the floor!? When i looked like I was about to cry explaining to them I booked this 11 months ago and it is my silver anniversary, we came off a terrible cruise on the Dream ( our first time cruising on D C L) they found us a 1 br on the sixth floor. We went in the room and it was a handicap room ( the one request I asked was NO Handicap room as I wanted the soaker tub. I know requests are not guaranteed but after waiting till nearly 7 pm to get in our room I was upset and a little angry... My two daughters flew down on Sunday and when there luggage did not show up I went over to the Cl cm's and they had to have someone from ME go back to the airport and retrieve their bags. I was not happy about this room, my daughter took a shower in the roll in shower and water leaked out into the bathroom, she stepped out and slipped nearly breaking a leg. That was it! My husband went out to the CL CM's and asked to speak to the manager, I have no idea what he said to him ( but as a general manager of a New car dealer he is very good at talking to managers) he knew how much time it took me to plan this trip and how upset I was. The manager (his name is Chris) told him he would arrange to move us the next day and put $200 on our account to make up for our dinner reservations we missed that night. The next day I had to call by 10 am to confirm we agreed to our room change which I did. I was told we would have to pack up our bags and store them in bell services till our room was ready. We brought everything downstairs I gave the CL cm my cell phone number to call when the room was ready and we went to the park. No one called, we went back to the resort at 5pm and they said our room was ready and they apologized that they didn't call they saw a note with a cell phone number on it but they didn't know what it was for?? Now there computer system was down and they couldn't transfer our park hoppers so a CM took us to our room and let us in and said he would bring our new KTW cards when they were ready. The room was just past the room we were in last night, another handicap room!!!! OMG I could not believe this I was so angry, now we checked in on Sunday lost a whole day there, now it's Monday at 6pm so we have been virtually homeless for 2 days. I don't know about anyone else but I like to unpack put away my clothes and then I feel like I can relax, but I was living out of a suitcase for 2 days. I went to hang my dress up and it laid on the floor of the closet?! ( handicap room) why would you make us move only to put us in the same kind of room?? Wouldn't you check the room before you make us move? The manager claimed it was not flagged as a handicap room. I was so mad now I went to the CL CM's again and asked to see the manager. He offered us a room on the 5th floor. I was so tired I said ok as long as I was near the elevator so I would have a quick trip up to the CL lounge and he assured me it was. After having bell services coming to get our bags again.. This time he took care of the tip. He walked us Down to our new room, yes it was by the elevators BUT the elevator did not go to the sixth floor! We had to walk all the way to the lobby to go up to the sixth floor. And our new KTW cards were now BLUE instead of the gold ones ( I know it sound silly but I was looking forward to those gold cards) I was so disappointed I had used all these points for Club level and my expectations were so high for this trip I just wanted to get on with our vacation I just said ok with the room and unpacked. It took me a while after walking every day to the CL lounge to stop being upset and just enjoy our trip. In the end, the manager Chris was able to get us the$200.00 credit to our acct for dinner, 2 day hopper passes for each of us 8 day total that expire in 30 years, and 160 points put back into my 2011 use year. I am satisfied with this. Would I have liked my trip to be as magical as I had imagined it? Yes. I don't know if I will ever book CL again, unless it's just my DH and I and I just get a studio. It's not the 25th anniversary trip I had planned for but we ended up having a good time despite the rough start and I will look ahead to my 30th where we will hope to be going to Hawaii. I believe that there is a problem with how they book the
DVC CL rooms and that they overbook. If they cannot put you on the same level as the lounge then it should be less points or they should tell you you may be on the 5th floor at the time of booking. Just IMHO. While sitting in the lounge we heard many people that were checking in complaining about this. But I am happy to have some points back into my account to use for another trip.
We were not going to leave the resort with out the manager giving us some compensation for all the trouble we had, I am not so sure we would have received what we got had we attempted to complain when we were already home. I think face to face helped us. I hope they do something for you, and I would not let it rest until you are satisfied with the outcome. I would like to think that they really dont want people to leave unhappy and tell others about it.
