SSR Nightmare!!!

[BUDDYBEAR]

i agree with TisBit

 

[livndisney]

No I would not have been angry. But then I know how hard they work, they don't try to make people unhappy, but they are human and things happen.

This is understatement! I happen to know how hard the staff at SSR work to make MAGIC happen. They went above and BEYOND to make a wonderful trip for a little girl who's stay here on earth was very brief. They did not do it because someone was acting a fool.

 

[Sammie]

I just think we have to pick our battles in life or we will be upset all the time. Also you have to think about what has actually happened.

If housekeeping does not let the system know that rooms are ready there is no way for the front desk to know it is. I fault Disney upper management for cutting staff, outsourcing housekeeping and upgrading a system that was not ready for release and not training all staff on the changes.

The text system obviously does not work, so they need to fix it or drop it.

As to the keys not working, they are magnetic strips, anything can go wrong, I have deactivated mine by simply getting them to close to my cell phone. No fault of anyone except the technology behind them.

Inconvenience yes, nightmare no.

A nightmare is what mac_tlc experienced when someone went into his room before check out, made a very poor decision to throw out what was obviously cherished bridal belongings and personal items.

Basically that person did not think at all, it was almost like a robot went in and cleaned the room and more than likely kept the rhinestone cuffs.

Any thought process would have avoided the issue completely. No guest intentionally leaves behind this type of items.

Then the manager dropped the ball by not coming to talk to them in person and attempt to make things better.

Two very different situations. One worthy of upset, one not.

 

[RLRDA]

I'd say it's 50/50 for us as to whether our room is ready when we arrive (early-ish 1-2pm) or if it is after 4pm (one time it was close to 6pm). We consider ourselves lucky when it works in our favor - . Unfortunately, this particular time it didn't work out for you. Hopefully you didn't let your frustration spoil your night at MVMCP . When you remember this particular trip think of the positive and the special night at MK.

 

[TisBit]

I think you are wrong. First, I have never checked in after 4 because my room wasn't ready. Secondly, I asked at SSR what time check-in is, *** (SSR desk manager) said rooms are to be ready for checkin by 4PM. Thank you

Edited - A reminder that we do not allow specific CM names to be included. - Chuck S

Guys, he doesn't even know when check in is (read your documents) or the post where someone quoted theirs. Don't feed the trolls

 

[Sammie]

Personally I think Nightmare is an overused word on the forums. Inconvenience would be a better choice.

 

[kikiq]

Personally I think Nightmare is an overused word on the forums. Inconvenience would be a better choice.

Thank you, I was thinking the same.

 

[tjkraz]

I could not last one day in customer service.

If you tell me that I can check "anytime" after 4PM, then it seems taht rooms should be ready at 4PM. Do you agree?

In a perfect world, sure. But I like to think we don't live in a world where everyone begins "ranting and raving" whenever something doesn't go as planned.

Personally I think Nightmare is an overused word on the forums. Inconvenience would be a better choice.

 

[Sammie]

Yes Virginia, there is a Santa Claus, I got a from TJ.

thanks Tim and Merry Christmas to all.

 

[LIFERBABE]

I think SSR went above and beyond in this situation. But then again, I have never known them not to.

 

[ppony]

Once, we checked in at the Poly CL around oh, 1:30pm. Room not ready. That's cool, we'll go do stuff and come back. This was pre- the days where cell phones were widely used (oh, about 8 years ago) for notifying and certainly no texting. (I still don't text. ) We got back around 5-ish...still, no room. VERY slow time of year. But oh well. We didn't actually get our room until about 5:40pm. I was cheesed but I had something special planned for my family and I thought the CMs were setting it up in the room. So I was fine w/ the wait, until I walked into the room and there was nothing there. That's a whole 'nuther story. I've learned that "starts" at 4 means you have a good shot at your room being ready, but being that some guests might not have left when they should have and/or mousekeeping was delayed in getting to your room, it is what it is. They shouldn't have told you to wait for a text that wasn't imminent tho. Oh well. I'm not even up to our 10th visit yet, so in as many visits as the OP has had, MAN have you gotten lucky at having next to nothing happen if this was something that really set you off.
Hope you're next visit is hassle free. Oh, and I hope your room is ready early! Early rooms are great!

 

[dianeschlicht]

All 7 of us were excited to get to SSR to start our 1 night getaway to MVMCP on Sunday, Dec 19th. We arrived at about 1:30 to check in and room was not ready. We gave cell phone number so they could notify us when room was ready. Sounds great! We stopped back by lobby at about 3:50 to see if we had a room update. They said to go over to a certain building and we should receive a text any minute telling us which room was ours. Great, finally getting to check in. Then comes 4:10, 4:20, 4:30. At this point I had had just about enough. We went back to the lobby and after some ranting and raving got a 2-br assigned to us. We drove back to the room and our keys don't work!!! They sent someone over and finally got the keys straightened out and we got to MVMCP at about 7 PM. The thing that bothered me the most was acomment made by the CM. She said that they didn't know when my room was actually ready and it may have been ready on my initial check in.

In all the 100+ times of going to Disney, I have never had a bad experience, but this one was in front of my family. I was made to look like a fool waiting outside the building for a text that never came. HAHA!!

I did speak to a manager and got half my points (16) credited back to my account and seven 1 day park hopper passes.

Should I have gotten angry?

Hmmmm.... First of all, I assume this was not your first DVC stay. Since that is probably true, you should already KNOW that DVC rooms are not ready until "AFTER" 4:00 pm. Secondly, I have found the text message system to be woefully inefficient. I usually call and check anyway.

I'm a little confused as to how this made you look like a fool. The only foolish thing was not calling the number to check.

I guess I too would NOT consider this a nightmare by any stretch of the mmagination. In fact, I'm a little disappointed that you were given so many concessions. I've had way worse things happen, and I've never asked for or gotten anything other than one time getting a room cleaning charge removed.

If you were only staying that one night and you are obviously from Florida, Why not just head out to the parks and enjoy MVMCP and THEN come back and use the room? We usually check in around noon when we arrive and head to the parks...going back to the resort around 4:30 to find our room. I just assume it wont be ready until then, so there is no need to be upset by waiting around.

 

[Tiger926]

OP - I am sorry you had a bad experience, but to be honest, I am stunned by the amount of compensation that was given out. I am shocked, actually...What is one person's nightmare, is definitely not another...My nightmare at Disney was when my toddler was misdiagnosed at Centra Care Clinic, and had to be taken by ambulance from Dr. Phillps hospital to Arnold Palmer Children's Hospital for a 2 day stay. Had to leave VWL early (it was our 1st DVC stay), and we were far away from home in Canada, with a seriously ill infant. That is a nightmare!

Key issues have happened to us several times with sleeping babies in our arms at 11:00 pm, as well as after a very long drive from Canada. Malfunctions happen. We have had some seriously bad check-in situations, and not once, have we been compensated, nor have we asked. We have had some serious room key issues with sleeping babies in our arms, as I mentioned, and we have had lost and delayed packages. Stuff happens, and if every single DVC member whined and complained to get free points and hoppers, how would the system sustain itself?

As others mentioned, the text system basically does not work at Disney, so this cannot be relied upon. I really wish they would fix it, or do away with it altogether.

I am wondering who paid for those park hoppers...do those come out of our dues...?

Yikes, I am scratching my head at this one, Tiger

 

[pb4ugo]

I think you are wrong. First, I have never checked in after 4 because my room wasn't ready. Secondly, I asked at SSR what time check-in is, *** (SSR desk manager) said rooms are to be ready for checkin by 4PM. Thank you

Edited - A reminder that we do not allow specific CM names to be included. - Chuck S

you can think whatever you want - we have already seen how your thinking is flawed; and the cm was as wrong as you were...and you each exercised poor judgement in relying on a text msg...stop expecting and you will never be disappointed much less have to endure a nightmare!

 

[dianeschlicht]

OP - I am sorry you had a bad experience, but to be honest, I am stunned by the amount of compensation that was given out. I am shocked, actually...What is one person's nightmare, is definitely not another...My nightmare at Disney was when my toddler was misdiagnosed at Centra Care Clinic, and had to be taken by ambulance from Dr. Phillps hospital to Arnold Palmer Children's Hospital for a 2 day stay. Had to leave VWL early (it was our 1st DVC stay), and we were far away from home in Canada, with a seriously ill infant. That is a nightmare!

This has happened to us several times with sleeping babies in our arms at 11:00 pm, as well as after a very long drive from Canada. Malfunctions happen. We have had some seriously bad check-in situations, and not once, have we been compensated, nor have we asked. We have had some serious room key issues with sleeping babies in our arms, as I mentioned, and we have had lost and delayed packages. Stuff happens, and if every single DVC member whined and complained to get free points and hoppers, how would the system sustain itself?

As others mentioned, the text system basically does not work at Disney, so this cannot be relied upon. I really wish they would fix it, or do away with it altogether.

I am wondering who paid for those park hoppers...do those come out of our dues...?

Yikes, I am scratching my head at this one, Tiger

YIKES, now that truly IS a nightmare!

 

[CRSNDSNY]

We've had some truely inconvenient check-ins (mainly at BWV) with our screaming babies to add to it. It sounds like your check-in was a true PIA but *WOW* I cannot believe how compensated you were. I've never seen or experienced that before.

Hope the rest of your vacation check-ins are only positive.

 

[Dean]

My expectations were fairly simple...Be able to check in to my room by 4PM. I don't think that is unrealistic! Do you?

While I agree that's the way it should be, unfortunately Disney doesn't put as much effort and planning into this area as they should, IMO. And don't let people tell you it's the guests fault because of when they check out, they play a role but are not the main component. Now it's possible that fixing the issue would raise costs and therefore maint fees but none of us have enough details to evaluate the process well enough to know WHERE the problems lie, only that there are problems.

 

[sajetto]

OP, if you thought that was a nightmare I can't imagine what you would think of the check-in experience we had at OKW when my DH and I had our Disney Wedding and Honeymoon. The night before our wedding, our 1 bedroom wasn't ready until 8pm. I wasn't thrilled and I let them know, but I also know that check-in isn't until 4pm so I've never expected a room to be ready before then. I just consider it a bonus if it is.

 

[DVC'er]

Wow!!! I would hate to post something and have sooo many looking down at me. It by no means was a nightmare, and yes there are stories way worse, but it is annoying to not have a room ready and then have them tell you they will text you right away and you walk to your bldg. and nothing shows. It does get me a little bummed when they tell me it will be ready in 15 minutes and we hang around the lobby for over an hour and a half and it still isn't ready. (Because we could have gone to do something else had we known the truth) Do I get sideways and want to be compensated? NO... but I don't believe, from what was said, that compensation was asked for and just because they got it and none of us did doesn't mean we have to be soooo hard on Mousehouse71. I have always felt like these boards were friendly but I feel bad for Mousehouse71 because everyone has turned this all on them.

 

[kaytieeldr]

Should I have gotten angry?

No. Frankly, I'm confused. Why did you drive back to the front desk when you hadn't gotten the expected text by 4:30, but call when your keys subsequently didn't work? It seems like the opposite actions would have been more reasonable.

My ranting and raving consisted of me letting the CM know that having someone wait outside a particular building was unacceptable. None of you would have been happy with that situation I'm sure.

While true, a number of posters wouldn't have gone to the building without an exact room number. I was once told the general area to park my car at OKW even though my room wasn't ready, but the buildings there are much smaller.

By the way I never asked for a points reduction or passes. This was offered to me by the desk manager for the less than magical time my travel party experienced. FYI

Understood - but "No, thank you. I just wanted to let you know..." works sometimes. Respectfully, you made the concious decision to accept the suggestion to go wait at the building for your room assignment. You could have as easily waited comfortably in the lobby.

My expectations were fairly simple...Be able to check in to my room by 4PM. I don't think that is unrealistic! Do you?

Respectfully, yes. Units are ready some time AFTER 4 PM, not necessarily AT 4 PM.