Port Orleans Riverside Q&A Thread 2013, Part One [Thread now FULL and closed]

[bluejasmine]

Hi all,
Just wanted to chime in as we've been here at POR in a RGR since late Friday night. WE have had no problems. Check-in was longer than I'd hoped at 2 in the morning, but once we got to the desk ourselves, it was pretty efficient. The RGR is lovely, and not garish as I had feared. The beds are comfortable, the pillows are ok..not great, and the room is immaculate. In fact, our housekeeper has been turning the beds down for us each day. It's lovely! The food court is a bit of a nightmare, but the busses have been more than fine, and dinner last night at Boatwrights was excellent. We especially loved our server, Jenny.

Now, I said WE have had no problems, but I can't say the same for our traveling companions. My partner's brother, his wife, and their 9 year old son are first timers here at WDW and we talked them into POR. They are only here for a brief period of time, and to be honest, POR has made it a big headache for them. They booked a RGR and at check-in were told that they had booked a standard room and were placed in one. When the wife insisted they had reserved a RGR, she was told that she did not, and there were none available. After some gentle pushing, she was told they could put her in one for her last 3 nights, but not her first...no apology, no hint at a refund for the difference. Not wanting to cause a scene, the family accepted the room and walked away. I decided this was unacceptable and we went back a few hours later to the front desk and spoke to a manager. In the meantime, the wife found her reservation confirmation which clearly stated that she'd booked a RGR and said that for her, the worst part, besides her son not getting to stay in the room he wanted was that the CM who checked her in made her feel like she was crazy, and/or was trying to get herself into a room she hadn't paid for. This is not the feeling I want anyone to have while at WDW.
Anyway, we spoke to the manager, who offered a standard, unsympathetic apology, shrugged and said the RGRs were filled and there was not much she could do. I suggested that she confirm that the difference in price had been refunded. She said, "Oh yeah, that's already happened." To be honest, I'll believe it when I see it. She then said the family could leave their bags in their current room, call bell services, go off to the parks and when they return, they'll have a RGR and their luggage will be transferred. This morning, bell services said they can't just leave their luggage in the room, and that someone would have to be there to meet bell services. When called back, they were transferred to bell services at Caribbean Beach!
So here's where we are. The family is not thrilled, and in turn, neither am I. This has been stressful since they are here for such a short time. All their luggage is stored in our room because the front desk and bell services can't make up their minds about what will happen to their luggage, and in turn, though there's been nothing wrong with our stay, it's soured me a bit on this resort. I'm a die-hard Disney fan, and will be back again and again...this was a big...doesn't happen often trip for our companions, and this is what they're dealing with.

I honestly would not let this go its unacceptable I'd ask for name of supervisor of the manager you spoke with & tell them how unprofessionally this was handled & that more than likely this family will not come back and as a die hard DISNEY fan you yourself are deeply disappointed!

I'm not sure what's been going on last few yrs with Disney hospitality managers we had issues at the Poly & BC & managers actually looked bored & did very little. We weren't asking for anything more than what we paid for.

I've emailed Disney twice got calls back but nothing was really done to my knowledge nor was any apologies made.

ASMU/POR Dec 16-22, 2012 & POFQ Sept 8-15, 2013

 

[Cobern]

Hi all,
Just wanted to chime in as we've been here at POR in a RGR since late Friday night. WE have had no problems. Check-in was longer than I'd hoped at 2 in the morning, but once we got to the desk ourselves, it was pretty efficient. The RGR is lovely, and not garish as I had feared. The beds are comfortable, the pillows are ok..not great, and the room is immaculate. In fact, our housekeeper has been turning the beds down for us each day. It's lovely! The food court is a bit of a nightmare, but the busses have been more than fine, and dinner last night at Boatwrights was excellent. We especially loved our server, Jenny.

Now, I said WE have had no problems, but I can't say the same for our traveling companions. My partner's brother, his wife, and their 9 year old son are first timers here at WDW and we talked them into POR. They are only here for a brief period of time, and to be honest, POR has made it a big headache for them. They booked a RGR and at check-in were told that they had booked a standard room and were placed in one. When the wife insisted they had reserved a RGR, she was told that she did not, and there were none available. After some gentle pushing, she was told they could put her in one for her last 3 nights, but not her first...no apology, no hint at a refund for the difference. Not wanting to cause a scene, the family accepted the room and walked away. I decided this was unacceptable and we went back a few hours later to the front desk and spoke to a manager. In the meantime, the wife found her reservation confirmation which clearly stated that she'd booked a RGR and said that for her, the worst part, besides her son not getting to stay in the room he wanted was that the CM who checked her in made her feel like she was crazy, and/or was trying to get herself into a room she hadn't paid for. This is not the feeling I want anyone to have while at WDW.
Anyway, we spoke to the manager, who offered a standard, unsympathetic apology, shrugged and said the RGRs were filled and there was not much she could do. I suggested that she confirm that the difference in price had been refunded. She said, "Oh yeah, that's already happened." To be honest, I'll believe it when I see it. She then said the family could leave their bags in their current room, call bell services, go off to the parks and when they return, they'll have a RGR and their luggage will be transferred. This morning, bell services said they can't just leave their luggage in the room, and that someone would have to be there to meet bell services. When called back, they were transferred to bell services at Caribbean Beach!
So here's where we are. The family is not thrilled, and in turn, neither am I. This has been stressful since they are here for such a short time. All their luggage is stored in our room because the front desk and bell services can't make up their minds about what will happen to their luggage, and in turn, though there's been nothing wrong with our stay, it's soured me a bit on this resort. I'm a die-hard Disney fan, and will be back again and again...this was a big...doesn't happen often trip for our companions, and this is what they're dealing with.

This right here is why I am printing out my confirmation when we go stating a RGR! I already have all the confirmations in special folder in my email with all my ADRS.

 

[Cinderumbrella]

Hi all,
Just wanted to chime in as we've been here at POR in a RGR since late Friday night. WE have had no problems. Check-in was longer than I'd hoped at 2 in the morning, but once we got to the desk ourselves, it was pretty efficient. The RGR is lovely, and not garish as I had feared. The beds are comfortable, the pillows are ok..not great, and the room is immaculate. In fact, our housekeeper has been turning the beds down for us each day. It's lovely! The food court is a bit of a nightmare, but the busses have been more than fine, and dinner last night at Boatwrights was excellent. We especially loved our server, Jenny.

Now, I said WE have had no problems, but I can't say the same for our traveling companions. My partner's brother, his wife, and their 9 year old son are first timers here at WDW and we talked them into POR. They are only here for a brief period of time, and to be honest, POR has made it a big headache for them. They booked a RGR and at check-in were told that they had booked a standard room and were placed in one. When the wife insisted they had reserved a RGR, she was told that she did not, and there were none available. After some gentle pushing, she was told they could put her in one for her last 3 nights, but not her first...no apology, no hint at a refund for the difference. Not wanting to cause a scene, the family accepted the room and walked away. I decided this was unacceptable and we went back a few hours later to the front desk and spoke to a manager. In the meantime, the wife found her reservation confirmation which clearly stated that she'd booked a RGR and said that for her, the worst part, besides her son not getting to stay in the room he wanted was that the CM who checked her in made her feel like she was crazy, and/or was trying to get herself into a room she hadn't paid for. This is not the feeling I want anyone to have while at WDW.
Anyway, we spoke to the manager, who offered a standard, unsympathetic apology, shrugged and said the RGRs were filled and there was not much she could do. I suggested that she confirm that the difference in price had been refunded. She said, "Oh yeah, that's already happened." To be honest, I'll believe it when I see it. She then said the family could leave their bags in their current room, call bell services, go off to the parks and when they return, they'll have a RGR and their luggage will be transferred. This morning, bell services said they can't just leave their luggage in the room, and that someone would have to be there to meet bell services. When called back, they were transferred to bell services at Caribbean Beach!
So here's where we are. The family is not thrilled, and in turn, neither am I. This has been stressful since they are here for such a short time. All their luggage is stored in our room because the front desk and bell services can't make up their minds about what will happen to their luggage, and in turn, though there's been nothing wrong with our stay, it's soured me a bit on this resort. I'm a die-hard Disney fan, and will be back again and again...this was a big...doesn't happen often trip for our companions, and this is what they're dealing with.

I'm so sorry for your family We had an issue with POR front desk staff/management during our only stay there back in 2005 and its one of the reasons we haven't been back since (in fact, when DH joins us for the end of our trip we are moving to YC since he refuses to stay there anymore).

My best advice is to stay on it (even after you return). Did they book direct through WDW or with a TA (or a travel site, such as Expedia)? I am so confused as to how it happened in the first place but my heart goes out to your family as they are the ones dealing with the hassle.

Good luck and please keep us posted as to the resolution!

 

[dansdad]

Scott MC, your traveling companions experience has been mishandled from the get go. Even if you book, and pay for, a certain room category you are not guaranteed that type of room. However, the CM checking them in should have acknowledged that fact and offered up a refund of the difference immediately. Popular rooms like the Royal Rooms book up and if there's a maintenance issue and they have to remove some from the inventory this happens. That should have been explained. And then to have a manager not really care either is unacceptable. It might be worth going to the concierge desk and ask to see the general manager.


FYI, even if you have a print out of your confirmation it wouldn't help except to show you are due a refund.

 

[msdaisy]

That whole luggage thing not getting moved scares me. We check in on 5/31 in a preferred room, and then we move to RGR for 9 nights. My plan was to head to service desk at 7:00 am with luggage in tow so that we can check out and check back in. I figured I could leave my luggage, and we could head to Epcot for the day.

Will the resort then move our luggage to RGR when the room is ready??

 

[dansdad]

That whole luggage thing not getting moved scares me. We check in on 5/31 in a preferred room, and then we move to RGR for 9 nights. My plan was to head to service desk at 7:00 am with luggage in tow so that we can check out and check back in. I figured I could leave my luggage, and we could head to Epcot for the day.

Will the resort then move our luggage to RGR when the room is ready??

Sort of. If you bring your bags with you in the morning they will hold them until you return. Then you call them from your room and they will bring them to you. They will not come to your room to get them if you're already gone. And they won't deliver them to your new room if you're not there. ME are the only ones who will deliver bags to your room if you're not physically in the room.

 

[andrewilley]

They have had a $1 charged on my account for the last 2 weeks since I did online check in, but it is only $1 I think it is to make sure your card is active.

Probably an authorisation (i.e. approval of that amount) rather than an actual charge. They look the same on most online banking statements though, which is annoying.

Andre

 

[andrewilley]

The family is not thrilled, and in turn, neither am I. This has been stressful since they are here for such a short time. All their luggage is stored in our room because the front desk and bell services can't make up their minds about what will happen to their luggage, and in turn, though there's been nothing wrong with our stay, it's soured me a bit on this resort.

I would suggest you raise this with the Guest Service Operations Manager at POR in person, or maybe the room inventory manager. I'm pretty sure he would not be very happy with the way this has been handled for your friends, and would do his best to work things out for you.

Sadly there's nothing that can take back what has already happened though, and it's hard to take that 'tainted' feeling away.

Andre

 

[mrsatc]

Hi Everyone, Just found this thread and wanted to say hi! We are going June 2-7, so excited. This will be our first stay at POR (and 2nd time to WDW).

Kathy

 

[danicaca]

we will be at POR at the same time. We arrive on May 28th, and leave on June 7th!

 

[visitingapril09]

Probably an authorisation (i.e. approval of that amount) rather than an actual charge. They look the same on most online banking statements though, which is annoying.

Andre

Mine is the same. It is on the card registered at on line check in. It is an authorization only not a charge, it will drop off. They are making sure you aren't giving them a 'bad' card.

 

[hineline07]

Ok so if I think we left something in the room when we left, how can I get ahold of someone about it? Or is it just lost? Thanks!

 

[mrsatc]

Danica: Noticed you are from Lincoln, I have family in the Omaha Metro area!

 

[alex9179]

Scott MC, your traveling companions experience has been mishandled from the get go. Even if you book, and pay for, a certain room category you are not guaranteed that type of room. However, the CM checking them in should have acknowledged that fact and offered up a refund of the difference immediately. Popular rooms like the Royal Rooms book up and if there's a maintenance issue and they have to remove some from the inventory this happens. That should have been explained. And then to have a manager not really care either is unacceptable. It might be worth going to the concierge desk and ask to see the general manager.


FYI, even if you have a print out of your confirmation it wouldn't help except to show you are due a refund.

Seriously? Man, I would be an unhappy customer if I paid for a bookable category and was told "too bad" when I got there. I understand requests can't always be fulfilled, but it would be soooo disappointing to book a river view or RR and get standard. I booked GV and would be super unhappy to be looking at a parking lot all week!

 

[sophie832]

Officially I believe it varies more by PARK rather than by driver as the bus routes are based on the hub that the bus comes from rather than the hotel destination. MK buses for example tend to do the outer circle first and then the South Depot, and do not share with FQ. But there are no 100% hard-and-fast rules, and the computerised tracking system can dynamically adjust routes depending on time of day, demand, etc.
Andre

We are on the MK bus now, and that seems to be accurate. So, I amend my earlier post... MK and DTD stop at West first and do the loop before South. I agree, though, that everything is subject to change.

 

[dansdad]

Seriously? Man, I would be an unhappy customer if I paid for a bookable category and was told "too bad" when I got there. I understand requests can't always be fulfilled, but it would be soooo disappointing to book a river view or RR and get standard. I booked GV and would be super unhappy to be looking at a parking lot all week!

Yep. The fine print states all you are guaranteed is A room on WDW property.

 

[punky1973]

Are there any bad days to fax a room request. We are eleven days out and I would like to send my fax in the next few days or so. For example are weekdays better? We did online check in a week or so ago and there was no place for room requests on our forms.

 

[dansdad]

Are there any bad days to fax a room request.

Nope.

 

[LovingDisny]

OMG, I am really trying to wait and do on line check in until I am closer to my trip. Why is it so hard to NOT do something just because you now can? just putting it off so that I have something else to do for the trip in about 20 days when the time will really start dragging.

I have to agree with previous posters regarding not getting the room that you booked and paid extra for. I understand that these things sometimes happen, but what rotten luck! Especially for the family at POR for the first time. I really hope that situation is resolved in a positive way for them. And I really hope this is an isolated incident.

We have booked preferred, and while being put somewhere else would certainly not ruin our trip, I really hope we end up where we booked.

 

[dramaticmissy]

Yep. The fine print states all you are guaranteed is A room on WDW property.

which is actually a good thing!!!! We were booked into Pop in 2007 and it was over sold, so they bumped us up to SSR 1br Villa, it made for an awesome 11 day stay!!!!