Room assignments!

[Dean]

I thought this might interest some DVC members. We are in HH this coming Saturday with three 2 BR units at Marriott's Grande Ocean. I called today and asked to be put through to the room controllers voice mail. I actually got a person on the phone who was pleasant and obviously willing to try and help. She took the info and said she'd be WORKING on our requests. We'll see how it actually goes as the requests are straight forward but difficult. One unit is Ocean Front that we own, one is Ocean Side that we own and the third is an exchange. There are only 2 buildings with both ocean front and ocean side units in the buildings and three different arrival dates. There are 2 more buildings with only ocean front units and 6 buildings with only ocean side units. We'll see how it works.

I wish it were this simple with DVC. Unfortunately it's not. In large part this is due to he hotel type nature of the stays. It's not simply 7 days for each unit. Still, it'd sure be nice to have this type of positive interaction on requests.

 

[GAIL HAYDEN]

Dean,
I have actually spoken with the room controller at OKW. I called the front desk and asked specifically for that person.

 

[childsplay]

Dean I agree that personal interaction is always more comforting. You (at the very least) have piece of mind knowing that an individual, with whom you have spoken, will try to work things out.

One of the very few things about DVC that "concerns" (not sure that is even the right word) me is how rooms are assigned....I guess maybe its because I'm not really clear on how it actually works.

If i show up at 8:30 am and check in do I stand a better chance of getting my request filled? my room early? both? neither? Or is it if a book at 11 months out???? Or is it if I call the morning of check in and request to have my room cleaned first??

 

[Dean]

Originally posted by GAIL HAYDEN
Dean,
I have actually spoken with the room controller at OKW. I called the front desk and asked specifically for that person.

As have I. Part of the problem with DVC is the nature of the reservations. Comparatively, just matching up full week units with those arriving is simple. I can't even imagine trying to match all the requests for a DVC, espescially when some people are requesting specific units. It must be like a jigsaw puzzle when all the pieces look about the same. Most Marriott's use the criteria of order of preference of:

• Owner at that resort.
• Cash renter (direct from Marriott).
• Marriott Exchangers.
• Other exchangers.

For owners, some Marriott resorts even keep track of previous years requests and how well they were met. I think DVC should match that as well to the extent it's possible and be more hard line about assignments. That way owners at that resort would have the best chance, for example, BW owners would have a somewhat better chance at a BW view.

childsplay, I used to have a good feel for how units were assigned at OKW and BW but now i don't think anyone does. Still, arrving early doesn't seem to help as much as you'd think unless the room is actually ready. Though arriving late seems worse. Some of the worst experiences I've had at OKW were arriving early then going to the parks and coming back about 5-7 pm. The other issues were arriving late, after 8 pm. Part of the problem is that Disney in general doesn't want anyone to fuss. They will give your and my room away if someone is standing at the desk unhappy and possibly making a scene.

I thought some might enjoy the comparison. DVC is not Marriott and Vice Versa and I don't want the 2 to be the same.

 

[deerh]

As a side note, I made ressies last year EXACTLY 11 mos out for 3 studios, and said please get us close together. (this was my only request), and sure enough, our guests were right next to each other, the other studio was a WHOLE DIFFERENT FLOOR, right below us, now I ask you, how hard was it to at least put us on the SAME floor. I was a little irritated at this, at 7 mos out, I can see it, 11 mos out, NOPE!
deerh

 

[CarolMN]

Originally posted by Dean
...(snip).......Still, arrving early doesn't seem to help as much as you'd think unless the room is actually ready. Though arriving late seems worse. Some of the worst experiences I've had at OKW were arriving early then going to the parks and coming back about 5-7 pm. The other issues were arriving late, after 8 pm. Part of the problem is that Disney in general doesn't want anyone to fuss. They will give your and my room away if someone is standing at the desk unhappy and possibly making a scene. ...(snip)......

Whenever we've arrived (and checked in) early, we've always received room keys. The room has usually not been ready and the CM did not tell us the room number, but we did have our keys. Since we did not have to go back to the front desk, I must assume that our keys were programmed at the time we checked in. So I don't see how Disney could give our particular room away. Granted, our experiences were only at BWV, but doesn't OKW operate the same way?

Anyway, there must be more to the story (maybe some CM mistakes?) if some of your worst experiences were ariving early and coming back betweeen 5 - 7 p.m.

I agree with your statements about requests and appreciate hearing about the way Marriot works. Wish Disney could be more like Marriot in that respect, but don't see how, given all the special requests that people make and the varied lengths of DVC stays. But you've already said that, LOL!

My slightly cynical side says that unless the front desk people become totally immune to the "fussers", even a perfect request system wouldn't be worth the effort. I hate it when the squeaky wheel gets what he/she wants at the expense of someone else! Thanks goodness, I am only aware of it when the squeaky wheel is in the check in line in front of me!

 

[childsplay]

Dean

Part of the problem is that Disney in general doesn't want anyone to fuss. They will give your and my room away if someone is standing at the desk unhappy and possibly making a scene.

If this happens, (again I don't have any real idea of how this works) that would be a source of concern for me.

I do understand that it must be a logistical nightmare to try and assign rooms based on requests. (Obviously the room exists or the reservation could not have been made, but whether the room exists with requests A, B and C is where the difficulties arise. Hence, the adivice "limit requests".)

But, (if I understand the system) at some point prior to arrivial all rooms must be assigned for those checking in that day.........and here is where the problem begins.

Whether or not your room is ready is "luck-of-the draw" so to speak.......maybe they cleaned your room first, maybe the room you where assigned was empty the night before, whatever.......it is random chance which is "fair" for all. But, "random chance" is altered when what Dean said happens. Now (under Dean's senerio) I have no (or an extremely diminished) "random chance" because I don't complain, never have, never will......I accept that requests are not gauranteed and that check in time is 4:00. If others do not the natural equity within the system is altered. (It stands to reason that some rooms would be available prior to 4:00)

What Disney needs to do is hold firm to the preassigned rooms (unless a medical request or something of that nature was overloooked).

I guess my point is that I'm willing to accept "random chance"...... however, "random chance" being altered by fussers concerns me.

 

[Dean]

If this happens, (again I don't have any real idea of how this works) that would be a source of concern for me.

Trust me, it happens. I've seen it personally several times. I've had the CM twice tell me they gave the room to someone else they had assigned to me and I've had suspicions at least 2 or 3 other times.

But, (if I understand the system) at some point prior to arrivial all rooms must be assigned for those checking in that day.........and here is where the problem begins.

That's the problem. This used to be the definite but now it appears they preassign some and others are first come, first serve. There's little rhyme or reason from what I've seen.

Whether or not your room is ready is "luck-of-the draw" so to speak.......maybe they cleaned your room first, maybe the room you where assigned was empty the night before, whatever.......it is random chance which is "fair" for all. But, "random chance" is altered when what Dean said happens. Now (under Dean's senerio) I have no (or an extremely diminished) "random chance" because I don't complain, never have, never will......I accept that requests are not gauranteed and that check in time is 4:00. If others do not the natural equity within the system is altered. (It stands to reason that some rooms would be available prior to 4:00)

What Disney needs to do is hold firm to the preassigned rooms (unless a medical request or something of that nature was overloooked).

I guess my point is that I'm willing to accept "random chance"...... however, "random chance" being altered by fussers concerns me.

I agree. My requests and expectations are fairly simple. Non smoking, most units are. Not a HC room, again many rooms that will fill the bill. If we have multiple units, I request them close (with a couple of buildings) but this has only happened once. Occasionally I've asked for the Turtle Pond area or to be near a bus stop if we had a wheelchair, crutches or the like.

 

[tdrcDVC]

I must be a special DVC member. I have stayed at OKW,HH,VB,BWV and have exchanged for FT. Wilderness Cabin and Carribean Beach. I make a resevation, than I go to the resort and they give me Keys and a room on some occassions I actually waited to check-in time.

Never had a problem getting the room or having a long delay. Also in fairness to DVC, I rather have the ability to put together any arrival date/departure date and length of stay. Than the simplicity of resorts one week there assigned days, yes DVC could make their life easier but it would be less fun for us.

 

[childsplay]

Trust me, it happens. I've seen it personally several times. I've had the CM twice tell me they gave the room to someone else they had assigned to me and I've had suspicions at least 2 or 3 other times.

This is the part I don't get..... Why would they ever have to give a room assigned to you (or me or anybody) to somebody else? What's wrong with the room that was assigned to them?

It seems to me that a "controller" has already assigned rooms based on requests and availability sometime in the not too distant past. So why start moving and shuffling now?

Just hand them their keys and say.. "You may check back periodically to see if your room is ready before 4:00. Have a Disney day! Next Please."

I should probably preface this by saying that this is much more of philosophical difference/issue of how things are done as oppossed to causing me any real annoyance. I mean, if I can't find something to do at Disney until 4:00 then I'm not looking very hard.

However, I would guess that a fair number of guests would take advantage of the ability to get a room before 4:00.......I would just like to know whether this is a result of "random chance" or are we rewarding the billigerent at the expense of the civil?

 

[Dean]

Originally posted by childsplay
This is the part I don't get..... Why would they ever have to give a room assigned to you (or me or anybody) to somebody else? What's wrong with the room that was assigned to them?

It seems to me that a "controller" has already assigned rooms based on requests and availability sometime in the not too distant past. So why start moving and shuffling now?

Just hand them their keys and say.. "You may check back periodically to see if your room is ready before 4:00. Have a Disney day! Next Please."

There are several ways it can work but all are based on a theme. Someone checks in and either their room is not up to their expectations or there is a problem with the room. Either way they call or march back to the check in and end up talking to a supervisor. After a number of gyrations, they give them your room because it's not been officially given to you yet and you'll likely never know it happened. Even if you are as unhappy with the room as the next person, you many not complain or at least the manager may be off duty by then.

I agree that the resort should assign the rooms based on the requests, priorities and that should be that. I also know that there will be reasonable exceptions. Maybe I have a first floor unit and someone breaks their leg 2 days before their trip to WDW and decide to go anyway. They are assigned a 3rd floor OKW unit and some changes obviously need to be made.

I've even checked in, gotten the keys and had to go back to check in on return from the park to get new keys because they gave my room away to someone else. To be fair, all of the units we've ever stayed in have been fine with the exception of one smoking unit. I still have the 2 day 1 BR OKW certificate from the manager there as pay back for that trip thought there were MANY other aggravations as well that led up to the compensation.

 

[childsplay]

Dean,

I'm certainly willing to concede that in many instances shuffling is the result of unforeseen circumstances and even mishaps with the resort (like the time they gave us our keys and said that our room was ready and when we got there there was a cleaning lady there still working on the room, which was nowhere near ready....so we just went to the pool, didn't even think about going back to the desk and asking for another room)

And on closer examination I can see how it wouldn't take very many of these situations to create a domino effect that could potentially alter a series of check-ins. And not even necessarily in a dramatically negative way.

It was more the philosophical objection to the "fussers" that got me thinking.......you know, the "But I had 5th floor as one of my requests!!!!!" type people. Yeah....your 6th request...after non-smoking, EPCOT view, close to the elevator, full length balcony and next to your studio reservation.

Bending over backwards to accomodate individuals in this situation would be unacceptable in my view. It is fundamentally unfair to anyone who is not willing to behave boorishly, panders to the lowest common denominator, and invites further episodes of entitlement in the future.

 

[EAP'sDAD]

My first stay at BW was a 1 br on a cash ressie, I did not know about DVC at the time but signed up on this trip. I made no requests since I was unaware you could and recieved a 4th floor BW view were I could watch the fireworks at night. Last year I made a ressie on points 11 months out and my SIL and BIL made a cash ressie also for a 1br. they made no requests for a view, we on the other hand request a BW view. Well we drove in and arrived at about 12:30 and was given a view of the Swan which was nice but when BIL arrived at 4:30 they were given a nice view of the BW. After that I began to believe that cash ressies are given the nicer views over the members, most likely to entice them to purchase. I am going again next year with DB and will go ballistic if the same thing happens again.

 

[Dean]

Originally posted by childsplay
Dean,

It was more the philosophical objection to the "fussers" that got me thinking.......you know, the "But I had 5th floor as one of my requests!!!!!" type people. Yeah....your 6th request...after non-smoking, EPCOT view, close to the elevator, full length balcony and next to your studio reservation.

Bending over backwards to accomodate individuals in this situation would be unacceptable in my view. It is fundamentally unfair to anyone who is not willing to behave boorishly, panders to the lowest common denominator, and invites further episodes of entitlement in the future.

I agree with you wholeheartedly but it happens and I suspect it happens commonly. We've seen it posted on this board periodically and this is just a small segment of the members.

 

[deerh]

Back to the post I placed, WHY if at 11 mos out, 3 studios reserved, ONLY REQUEST was get us close together. Heck, I did not even ask to be near the elevator, just No Smoking, close together. WHY were my friends on a different FLOOR? I placed a small amt of requests, and mine was not even met. Now to me, that is ridiculous! I can see if I made 3-5 requests, but not those two.
Explain that one!
deerh

 

[tdrcDVC]

I'll explain. You did get into No Smoking, first request honored. Next, you requested close together. 2 on one floor and 0ne a floor away? if it was only 1 floor away, i'll say both request were honored.

The DVC DEFENDER

 

[childsplay]

it happens and I suspect it happens commonly

It is unfortuante the CMs have to deal with this type of thing.....legitamite concerns are clearly acceptable, but to have to deal with individuals who are essentially expecting to be treated differently must be bothersome to a certain degree.

My concern is that accomodating these individuals affects somebody....(for every action there is a reaction).....if the person says something like...."But isn't there a 1br ready somewhere?
We'll take anything." The CM looks and sees that Childsplays 1br is ready and gives them that because I'm not there yet......sounds harmless, but what if I'm next in line, or three stations down just starting my check in, or I'm rolling up outside and we pass as you head to your room and now I have the two hour wait? The natural equity of "random chance" has been altered into their favor.

Now, play this same senerio out over loction, view, floor, arrivial time and a host of other variables and essentially a pattern emerges.... one in which the "fussers" have systematically increased their chances of getting in early and getting their "request" honored at the expense of the "non-fussers".

I don't believe that Disney management gets its CMs together every morning and says.."Now remember, reward the complainers and "stick it" to the meek." However, that is essentially what they are doing every time they give away a room assigned to person A to appise person B.

And justifiying this policy with...."Well, person A has no idea that we just gave his room away anyway (the peverbial...what they don't know won't hurt them), just seems pretty cold to me. Not too mention, you could get away with an awful lot if you were willing to apply that type of thinking across the board.

 

[sheryl0521]

Very insightful thread...

Original post by EAP'sDAD
After that I began to believe that cash ressies are given the nicer views over the members, most likely to entice them to purchase.

I have often thought the same.

Sheryl

 

[joepoe]

A lot has to do with who checks out on the day you check in. If they aren't available, they aren't available. Requests are just that. They are not a god-given right. JMHO

 

[Richyams]

I guess this one other plus that OKW has going for it. There is not such a stark disparity from one room to the next. If you have a car, there is almost no room better or worse than another.

I have stayed in nine different GVs, realling reaching for something to complain about, I could only come up with two negatives. BLDG 55, or 52, don't remember which, had less than adaquate parking and building 15's balcony was a straight shot to a main road, it was across a small lake and putting green, but there was noise from the road.

Those are my two biggest room complaints so far...other than the time my room wasn't ready because they were still cleaning some kind of wild burnt stuff in the oven.