Refunds and construction?

[DisneyWishes14]

One night at 3 am, when we were staying in a CL, garden suite at BWI someone from engineering started drilling into the back of our wall right behind our heads while we were sleeping. Yes, it's 3 am, it's time to do building maintenance! I had to call the "front desk" three times to get them to stop. My DS was so frightened, it took me an hour to get him to go back in his bed. Our entire next day was ruined because we were so exhausted. After attempting a day in the parks, we went back to the resort exhausted and I stopped by the front desk to discuss what had happened, let them know I was not paying for that night and wanted assurance it would not happen again. After some negotiating, they did take one night's charges of my bill. At first they claimed they resolved the issue because they got them to stop after my 3 phone calls - at 3 am. I said, no, not acceptable. When you pay for a night in a hotel, I think you deserve, at the very least, to be able to SLEEP in the room. Eventually, they took the night's charges off.

I think in the case of scheduled construction, Disney needs to notify the guests who are booked. I agree with the PP's who state that WDW did a poor job at the beginning of the Poly construction and only later on began to put disclaimers on their site. I, too, received the Poly letter regarding the East Pool construction and thought it was hysterical that they noted that construction would not begin until 9 am in the morning, yet never stated when it would END. In my mind, that means it could "end" at 8:59 am! I wouldn't put it past them. I understand they need to be a little vague in their letters as things happen, schedules change, etc., but we have simply decided not to stay at Poly until this is all finished. Everyone and their brother is going to request to be placed away from the construction and they can't accommodate all of those requests. Some people are going to be placed in rooms near the construction. I'm not going to pay that kind of money to risk that chance. We actually stayed at GF during their construction period and felt that was handled incredibly well. Except for some inconvenience around the beach pool area, we were never impacted at all.

 

[diddldonna]

One night at 3 am, when we were staying in a CL, garden suite at BWI someone from engineering started drilling into the back of our wall right behind our heads while we were sleeping. Yes, it's 3 am, it's time to do building maintenance! I had to call the "front desk" three times to get them to stop. My DS was so frightened, it took me an hour to get him to go back in his bed. Our entire next day was ruined because we were so exhausted. After attempting a day in the parks, we went back to the resort exhausted and I stopped by the front desk to discuss what had happened, let them know I was not paying for that night and wanted assurance it would not happen again. After some negotiating, they did take one night's charges of my bill. At first they claimed they resolved the issue because they got them to stop after my 3 phone calls - at 3 am. I said, no, not acceptable. When you pay for a night in a hotel, I think you deserve, at the very least, to be able to SLEEP in the room. Eventually, they took the night's charges off.

I think in the case of scheduled construction, Disney needs to notify the guests who are booked. I agree with the PP's who state that WDW did a poor job at the beginning of the Poly construction and only later on began to put disclaimers on their site. I, too, received the Poly letter regarding the East Pool construction and thought it was hysterical that they noted that construction would not begin until 9 am in the morning, yet never stated when it would END. In my mind, that means it could "end" at 8:59 am! I wouldn't put it past them. I understand they need to be a little vague in their letters as things happen, schedules change, etc., but we have simply decided not to stay at Poly until this is all finished. Everyone and their brother is going to request to be placed away from the construction and they can't accommodate all of those requests. Some people are going to be placed in rooms near the construction. I'm not going to pay that kind of money to risk that chance. We actually stayed at GF during their construction period and felt that was handled incredibly well. Except for some inconvenience around the beach pool area, we were never impacted at all.

That is an unacceptable time to be doing work

 

[spritna]

Last year we were booked for wl in oct. When disney announced the pool refurb dates we decided to change resorts (along with alot of other people.) not much avail. Cause they announced the dates so close to our checkin. So we ended up dropping to por. We were nice on the phone but expressed how we were unhappy with how disney wants the guest to plan ahead of time where we eat and what time we ride certain rides but they wait till last minute to announce refurbs/closings. Heres the punch in the gut, we were labled a "difficult customer!" How do we know. We used a cm discount and the cm we know also got in trouble! So on these threads i see time after time people talking about guest services and complaining about there experiences and getting things resolved. Some things may come with a price, ours did. I just want to know if we are "difficult" just that trip or forever now? And im not saying never complain. Besides.....we are the customers

 

[whiporee]

We stayed CL LV at the Poly in December. We never received the letter about construction. When we checked in and complained, they offered us $100 a night per room (we get two rooms) -- they also offered to switch us to GF, but there were no adjoining CL rooms. So we stayed, but had leaf blowers and construction trucks waking us up every morning at 7 and no pool and no easy path to TTC, all that stuff. When I got back home, I wrote a polite letter expressing my dissatisfaction. I didn't ask for anything, just wanted to let them know that I had been a long time, valued customer (we've spent about ... I don't want to say. But five years of deluxe club level two rooms for an average stay of seven nights) and in all likelihood we would not be back. I didn't expect any kind of response, but I got a phone call a couple of days later, and she asked me to go over my concerns and dissatisfaction again.

And then she offered me two rooms for four nights CL LV when construction is complete at the Poly, and four days of Park Hoppers.

I'm sure the fact that we've historically spent a lot there helped. But if you're going to complain, the key is to be polite and make it sound like you're trying to do them a favor by helping them out rather than demanding things -- not that you're so disappointed and they suck, but that you'd really like to have good feelings about WDW again.

 

[spritna]

Yeah im confident we were nice and polite. But i have a feeling deep down inside you feel you were taken care of because of the money you have spent in the past. Let me tel you it is no where near the money that has exchanged hands with mulitple trips a year for the last 24 years! (That might be why i didnt get a free trip, they know ill be back) But i can tell that was the basis of your complaint since you brought it up multiple times in your post. In any event some people get and some people dont.