Room Change Rant (Long)

[JVL1018]

As far as the higher "potty", I see people with kids using the HC stalls in the parks all the time...sometimes making it hard for people that NEED them for HC reasons to get them.
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When I'm taking my 3 yr old into the public bathroom, I can lift her on to the toilet, if only the HC is available. When we're at home she just goes by herself, which she would not be able to do. Really, my feet barely even touched the floor when we had the HCA room at CS...and I'm 5'4". It was so funny.
It would not ruin my vacation in the slightest, but I put a request in for non-HCA just b/c that's what I would prefer..which is what all my requests are. If I don't get them it's no big deal.

 

[icydog]

When I read these posts I remember when Disney stood for SERVICE,SERVICE, SERVICE!!! I have been a DVC member for 11 years and the people at the front desk used to actually care about your requests. This business of charging to reassign rooms is garbage. I feel that some of the front desk personnel need to be retrained in customer satisfaction techniques. I bought at Disney because I liked being treated in a Disney way. I cannot believe they would charge to give you a replacement room if you are unsatisfied with a HC room.
We just got back from a trip to BCV and the front desk person refused to send up keys when THEY locked us out. I had two little girls with me who desperately needed the bathroom and we were as far from the elevators as possible. A bellman who happened to be on the floor let us in, but only after numerous calls and when I insisted on speaking to a manager where the keys sent up. It was 10:30 at night when they finally got there and the original call was placed at 6:30. The manager apologized and said the CM was from another resort which didn't deliver things. I just think this CM needed some retraining in her customer service techniques.
How can this go on at any resort much less at a Disney resort? If members don't stand up for their rights we will have no voice at all. Please do not accept bad service. It only makes it hard for the rest of us trying to have the best vacation possible.

 

[sgtdisney]

I think what we need to remember here though is you can refuse any room assignment at the check-in counter and not be charged a fee. This is assuming, of course, that they have another room to assign you. The fee they are charging is not because you want them to assign you a different room, per se, but if you actually go into the room and then decide you want another one. At that point they need to send housekeeping in and make sure the unit is clean for the next guest that gets assigned to it. They are charging for this expense. I do think there should be circumstances where the fee is waived. My question is, since they charge you for going into a room and changing your mind what about all the guests we have been hearing from lately who have been assigned a room, went into the room and found it completely unclean. Perhaps Disney should be paying those guests a fee for making the guest switch to another, clean, room. Turnabout is fair play, right?

 

[Simba's Mom]

Originally posted by sgtdisney
I think what we need to remember here though is you can refuse any room assignment at the check-in counter and not be charged a fee. This is assuming, of course, that they have another room to assign you,

Yes, but my main argument is what about those of us who aren't told about the room being handicapped at all and are surprised when we get there? Or aren't told clearly how the handicapped room will be different? And is it really fair to say "because WE can't move you today because WE don't have any rooms, you, the customer, have to pay the room fee?"

 

[sgtdisney]

Originally posted by Simba's Mom
Yes, but my main argument is what about those of us who aren't told about the room being handicapped at all and are surprised when we get there? Or aren't told clearly how the handicapped room will be different? And is it really fair to say "because WE can't move you today because WE don't have any rooms, you, the customer, have to pay the room fee?"

If they don't explain how the room is different than the standard room and offer you options, then I personally don't feel you should have to pay a fee, if you walk in and are surprised and call to get a different room. My point was really that I didn't want people to get concerned that they couldn't refuse a room at the counter without being hit with a fee. I agree, Disney should be upfront if you are being offered a room that is different than what you bought. Almost ever DVC member saw models or floor plans when they bought and purchased off of these. I don't recall seeing any HCA models or floor plans so how are people supposed to know about them unless Disney describes them to them?

 

[CarolMN]

Originally posted by Simba's Mom
Yes, but my main argument is what about those of us who aren't told about the room being handicapped at all and are surprised when we get there? Or aren't told clearly how the handicapped room will be different? And is it really fair to say "because WE can't move you today because WE don't have any rooms, you, the customer, have to pay the room fee?"

Seems fair to me since very few things about a room are ever guaranteed unless it is for medical reasons.
IMHO, this issue is causing a lot more worry than it warrants. The number of HC rooms is very small, and the chances of getting one when not requested is very, very small. If everyone who visited a DVC resort posted what kind of room they received (HC or non-HC), you wouldn't even be able to find the posts of those who got a HC room and didn't want one. Not saying getting a HC room isn't a disappointment, just that the chances of getting one are so small that it is not worth worrying so much about! Those who absolutely, positively must have a tub can reserve a 1, 2 or 3 bedroom unit.

I feel sorry for the CMs and managers. There is no way to please everyone and it seems that more and more people are being more and more demanding. Some of them are just downright NASTY when they don't get what they want. I am not talking about any posters, but rather some "guests" I witnessed berating the front desk CM at BWV. Don't remember why, just IMHO, that the CM deserved sainthood for not belting them a good one! Told both him and the manager so after the nasty people left.

 

[Dean]

Originally posted by CarolMN
Seems fair to me since very few things about a room are ever guaranteed unless it is for medical reasons.

Actually Carol, medical requests other than HC rooms aren't guaranteed, just given a high priority. I personally wish they would guarantee certain types of rooms and would be willing to pay more points, maybe 10% for that priviledge. While I personally don't want a handicapped room and would rather not go than have one, it is the nature of the beast. Someone has to get them and there are more HC rooms than currently needed. If DVC prioritizes correctly and sticks to their guns when they are in the right, things will go better for everyone. Sure, some will be upset they got the dumpster view or HC, etc; but overall more people will get what they deserve based on their priority.

I always laugh at those that say something like I don't want a HC room becaue someone might need it. Not a chance in 2003, maybe in 20 years but not now.

As for the fee, it depends. If they have to clean the room at all and there was no actual mistake on DVC's part, the fee is appropriate as there are costs involved. If one walks in and the room is not cleaned or walks in and walks out, a cleaning fee would not be approparite in most cases.

 

[CarolMN]

Originally posted by Dean
Actually Carol, medical requests other than HC rooms aren't guaranteed, just given a high priority.

Thanks, I didn't know that.

...(snip).. Someone has to get them and there are more HC rooms than currently needed. If DVC prioritizes correctly and sticks to their guns when they are in the right, things will go better for everyone. Sure, some will be upset they got the dumpster view or HC, etc; but overall more people will get what they deserve based on their priority.

I agree!

As for the fee, it depends. If they have to clean the room at all and there was no actual mistake on DVC's part, the fee is appropriate as there are costs involved. If one walks in and the room is not cleaned or walks in and walks out, a cleaning fee would not be approparite in most cases.

I don't disagree. I was responding to the poster who was asking about fairness of the fee when "WE can't move you today because WE don't have any rooms, so you, the customer, have to pay the room fee?" IMHO, since getting a non-HC room isn't guaranteed, it's fair to expect the guests to pay the cleaning fee if they insist on being moved later in their stay.

 

[tomi]

We have reserved a dedicated 2 bedroom at BCV for May. I would rather it not be a handicapped unit. Does anyone know if there are any handicapped accessible 2 bedrooms (dedicated)?Thanks.

 

[TwirlerGirl]

What needs to happen is the CM's at the front desk need to be more up front when assigning HC rooms to members who did not request them. Let the member know right alway, give them the chance to see the room and decide if they can make it work for them. Let them know if any other room is available. Switching to a smoking room might be the answer if it is available. Upgrading for all or part of the stay might resolve the problem, and the Member would be willing to pay for the upgrade if given that option. If no other option is available due to high occupancy than that needs to be address as well.

I can understand getting a HC room if you are the last one to reserve a room and it was the only vacancy. I wish that MS could let you know when you make that reservation. You could be put on a waitlist for a standard room or choose another resort if you are unhappy with the accommodations. Here is why that doesn't happen:

You make your reservation at 11 mths, lots of rooms are available at that time. You are arriving on a Friday and the week before is very busy. The room assignor has filled all the rooms early in the week, the only room available on Friday is HC. (this is over lapping from the previous week. Remember, the rooms are not assign until 2-3 days before arrival) Several standard rooms will open up on Saturday but they will not be taking into consideration. The room assignor will book you into the HC for the week, you will not be offered the ability to switch because it will cost the resort money to clean the room and the room assignor a nightmare to fit you into the schemematic. You will not be offer a standard smoking optional room if it is available, if you requested non smoking. The room assignor has elimated that option because of your special request. They fill the rooms with your special request based on date you made your reservation and what is available on your arrival date. That is right, if someone makes there reservation after you and arriving on the same day but requests Not HC for what ever reason, they'll will more than likely get their request filled.

Here is one more item that plays in the mix:

If someone arrives earlier than you and asks for the first available room that is ready due to a medical reason or a room goes down for broken plumbing, the CM's have some leeway to move room assignments around. It might become the luck of the draw at some point.

What to do?

The CM should review with you any of your requests and if they were able to fullfill them. Now is the time to ask if this room is HC. Always ask about the room before they offically check you in. I now write a note on my Reservation Confimation letter large enough for the CM to see and as a reminder to myself "not HC". It is easier for the CM to move things around if they have not offically check you in. If you find that you are not happy w/ your room for a legit reason, do talk with the manager. There might be other options avaibalbe to you. What I found out is you need to ask all the right questions. If you take the room are really unhappy, be willing to pay the $25 to move. The CM's have rules they must follow.


Here are the reasons IMO you should be able to move from a HC if assigned one:

When you purchased your points to reserve accommodations, were you ever told that a studio might or may not come with a bathtub? Where you told that your room may not have many of the things you just were shown in the model if you receive a HC room you did not request? Have you ever seen or stay in a HC room? Did anyone ever mention the numerous differences between a standard room and a HC room? Even if you ask the CM sales reps how the actual rooms might differ from the models the only thing I ever hear was at BCV about the doors in the bathroom of the 1 br., there was a design change.
The following are items that have been noted in the past about HC rooms being different:
ie.1) No closet
2) No in room safe in some rooms (We use ours all the time)
3) No separate sink and vanity area leaving little counter space in the bathroom
4) A hand held shower spray that has little water pressure
5) Bed is lower to the floor making it difficult to get into and out of especially if you have any kind of back, knee, leg problem or if you are tall, overweight or old like me.
6) Kitchen counters are lower; good for wheel chair not a 6'3" person.
7) Water overflow from walk-in shower makes floors messy not to mention slippery / unsafe.

I'm sure there are others items that can be added to the list. There was something about the doors and the light switches but I can't remember what they were.

I've learned all of this by experiencing it. I hope to help some else avoid an unhappy stay by asking the right questions. Who knew you needed to request a bathtub for medical reason? I didn't.

Sandy

 

[A1A1]

I am chuckling because I know in thirty years as our DVC memberships start coming to a close we will revisit this issue.

Next time we will be arguing about all the people taking up the handicap accessible units who don't really need them!! Or, not enough handicap units to go around!!

 

[Dean]

What needs to happen is the CM's at the front desk need to be more up front when assigning HC rooms to members who did not request them. Let the member know right alway, give them the chance to see the room and decide if they can make it work for them.

Why, so someone can argue with them to try to get them to change their room. If DVC does their job correctly there should be no choice. They assign members based on when they reserved and what they asked for then cash renters through CRO then non members. Most timeshare assign to members first, cash renters second, internal exchangers third and regular exchangers last. To me that is the most fair way. An owner at any resort should come before a non owner at that resort even another DVC member from another resort regardless of when they made the reservations. That should be part of the benefit of owning at that resort. IMO, DVC has been asleep at the wheel in this regard. So I guess the only people that should even have a gripe are the ones that own at THAT resort.

 

[icydog]

IN 30 years I will be 86 and my DH 102. I doubt we will care about DVC or Disney anymore. I just don't want a HC room now while I am still young enough to know the difference.
In fact my husband and I have back problems and the way a HC room is described we wouldn't be able to use it.
Are these HC rooms also in one bdrms? We always rent a one or two bdrm unit and don't want to get stuck like others of you who have reported.

 

[icydog]

Originally posted by Dean
Why, so someone can argue with them to try to get them to change their room. If DVC does their job correctly there should be no choice. They assign members based on when they reserved and what they asked for then cash renters through CRO then non members. Most timeshare assign to members first, cash renters second, internal exchangers third and regular exchangers last. To me that is the most fair way. An owner at any resort should come before a non owner at that resort even another DVC member from another resort regardless of when they made the reservations. That should be part of the benefit of owning at that resort. IMO, DVC has been asleep at the wheel in this regard. So I guess the only people that should even have a gripe are the ones that own at THAT resort.

I hear what you are saying Dean, but when I bought Old Key West they told us that as resorts came on board we would have equal access to them. They were planning Vero and HH, and the one that never came to fruitition in Virginia. The only provision was your use year at that time, and since OKW was the only resort, even that was academic.

 

[Dean]

Originally posted by icy-dog
I hear what you are saying Dean, but when I bought Old Key West they told us that as resorts came on board we would have equal access to them. They were planning Vero and HH, and the one that never came to fruitition in Virginia. The only provision was your use year at that time, and since OKW was the only resort, even that was academic.

What a salesman told any of us is of no consequence, it has no value, no meaning and no power. Only those that own at that resort have a priority for making reservations. That priority is currently 7 months but it was 10 months on paper at the time your referring to. There is no legal promise that says an OKW member will have equal priority at BWV or vice versa. I don't recall anything about a Virginia resort only that they were looking in NY, had an offer on an existing hotel in CO and owned (and announced a DVC) where Marriott's Newport Coast now sits. From a legal standpoint, any DVC could cease to be a member of the club and you'd have no legal recourse.

 

[icydog]

Dean,
I have been in sales all my life and if everyone was as skeptical as you are about sales reps, I certainly wouldn't have sold much. (In truth I sold lots and did well for myself.)

I am pretty sure Disney was in contract for a site near Washington DC. It was an Americana resort or something. The people in the area were up in arms about Disney ruining the historic area and this was a major defeat to Disney, since they had already announced it. I didn't know about the Marriott location, Newport Coast ( RI ??). Did Disney really own this?
Live and learn. Also didn't know Disney could pull any resort out of their list. What about those who own a real estate interest there? I imagine that would be a big mess.
Didn't you mean that the prority for a resort is now 11 months? We have no prority for non- home resorts. Everyone is equal, 7 months.
Marylyn

 

[Dean]

Originally posted by icy-dog
Dean,
I have been in sales all my life and if everyone was as skeptical as you are about sales reps, I certainly wouldn't have sold much. (In truth I sold lots and did well for myself.)

I am pretty sure Disney was in contract for a site near Washington DC. It was an Americana resort or something. The people in the area were up in arms about Disney ruining the historic area and this was a major defeat to Disney, since they had already announced it. I didn't know about the Marriott location, Newport Coast ( RI ??). Did Disney really own this?
Live and learn. Also didn't know Disney could pull any resort out of their list. What about those who own a real estate interest there? I imagine that would be a big mess.
Didn't you mean that the prority for a resort is now 11 months? We have no prority for non- home resorts. Everyone is equal, 7 months.
Marylyn

Marylyn, you haven't seen much of my skepticism in regards to timeshare sales. While DVC reps are pretty honest overall, many timeshares sales are about the level or lower than used car sales. My point was that if it wasn't in writing, it has no meaning. Starting a sentence with "My guide told me" is about as meaningless a sentence as one can use when it comes to enforcebility and legality in any contract. I could write for 2 hours and not recount all the frank out and out lies I have heard either personally or second hand. I've heard of people being held in locked rooms for 6.5 hours, being physically threatened if they didn't buy and companies that got the credit card info some way then charged a timeshare purchase on it without the cardholders consent. Common lies are things like "this is the most requested area in II (or RCI)", "you can trade this for anywhere", "we will guarantee you the great weeks and units", "you can stay at your home resort free for a second week anytime you want to", "you can't trade back to HI for any resort except once every four years because RCI wants to make sure everyone has a chance to come here". I could go on and on.

Newport coast is in CA, about 45 min south of LA. Werner owns there. It was owned by DVC and they actually announced a development there then had a change of direction to no more off site resorts. Sold it to Marriott and the rest is history. None of the others were ever common knowledge but I don't think I've heard the one about DC/Alexandria area.

There are provisions for any single DVC resort to cease being in the club and there would be no recourse for the owners there. You can read about it in the POS if you like.

As for putting the squeeze on sales people, you should see me looking to buy a new car or another timeshare week. I've walked out of car dealerships over $10 or whether or not I could use my credit card for the purchase. I don't begrudge anyone making a living but intend to get what I want the cheapest I can. It's sure fun to see them squirm for a change.

 

[Scrufsmom]

"Everyone can adapt. Be happy, you are home!"

If this is supposed to be your home away from home and you are not handicapped. Then, why be happy with a room that is strictly designed for a handicapped individual. I don't have a home with these special room configuations.

I agree, we should start inquiring and getting information before we leave the front desk.

 

[Chuck S]

Originally posted by icy-dog
I am pretty sure Disney was in contract for a site near Washington DC. It was an Americana resort or something.
Marylyn

It was NOT just a DVC resort - in fact no actual DVC resort for the area was ever officially announced by DVC. It was an Americana THEME PARK that was cancelled by Disney. To be sure, if the park had been built, there probably would have been a DVC resort included at some point in the plans.

When I bought, also 11 years ago, OKW was the ONLY DVC resort. Phase I was the only area open, we weren't even promised that OKW would be completely finished. We were never promised "equal access" at any other resort, there was always a booking window of some type, though I think Dean's mention of 10 months vs 7 sounds correct. I like the 7 month window, it gives owners of the respective resorts more time to book at their home resort. Dean is also correct that the only OFFICIALLY announced DVC resort that hasn't been built was Newport Beach...although Eagle Pines may join the list.

As far as paying to be moved once inside the room...how does housekeeping really know that you didn't dirty something in the room? I would hope that anytime someone looks at a room, then rejects it, before I get into it, that the bathroom has been re-cleaned. I also agree that if the room is HCA that the desk should inform folks before they actually have access to the room.

 

[colleen costello]

I learn so much here. When we check in to OKW in a few weeks, I plan to INTERROGATE the front desk cm before ever taking any keys! We need ground floor for Mom (or elevator) and also nonsmoking. Try convincing them on top of this that we do NOT want a handicapped room! I keep saying "She uses a cane, not a wheelchair, except for long distances!" In a 2-bedroom it is not as important as there is still the whirlpool tub. But when I am being thrifty with points and crowding 4 into a studio, having the HC room would suck. Little kids need bathtubs and Mommies need vanities so they can organize the room a bit!