Terrible Stay at Contemporary resort

[Punkins mom]

My sister and I stayed at the Contemporary resort in October 2013 and didn't have a good experience. I have a hard time with a lot of walking, one of the reasons we stayed at the contemporary was so I could go back to the room and nap and then go back to MK refreshed. We didn't know until after we checked in that the monarail was down during the hours of 11 and 6!!! when I talked to someone at the check in desk they said it was"only" a 15 minute walk!
I asked someone else because I was so upset
And they said a bus will take you to the ticket booth and then go to MK on a separate monarail! So much time wasted walking when what I had planned on was a nice monarail ride! When we did go catch the monarail the employees were no help! We waited 3 stops for a spot on the monarail because the strollers had first priority
The magic bands worked most of the time but when I went to get my wrist band for mnsshp at the rose garden they said we don't have your ticket in our system well we had the ticket with us so they said go to city hall and they'll clear things up
Got there and was told yes we can fix that but you need to go back to the rose garden!!!!! Ugh!
for a wrist band ! There were other things that were just as aggravating but i understand the magic band was still new. I am not a rich person and now I'm scared to even attempt to go back this fall because the last trip was so bad... I'm so aggravated at the management too because when I asked about the monarail the first thing they tried to do was give me a couple of fast passes
I also noticed that some cast members would not try to help me or others off a ride if needed
The guy at space mountain just watched me struggling to get out of the car
A few cast members were talking to each other and not any help at all
I want to go back but am so scared to be disappointed again
The stay is worth every penny if things go right
Any suggestions??

 

[J.C.&ALI'SMOM]

I just wanted to say that this post is in the "Welcome to the DIS" forum, so it is a good possibility that a moderator will move it to the "Resorts" forum. If you come back to look for responses and don't find this thread look in the Resorts forum.

 

[siskaren]

With regards to the CM at Space Mountain not helping you, I'm pretty sure they're not allowed to due to liabilty issues.

 

[magicaldisney]

Welcome to the DIS, but this post would be better served in the appropriate forum.

 

[lovetoscrap]

I want to go back but am so scared to be disappointed again
The stay is worth every penny if things go right
Any suggestions??

My biggest suggestion would be to do your research before you go. Spending time on internet forums like the DIS and sites like wdwinfo.com can keep you informed on what things may be happening during your trip and help you get a better idea of how to help things go right.

With regards to the CM at Space Mountain not helping you, I'm pretty sure they're not allowed to due to liabilty issues.

This is correct. You must be able to transfer on your own or with the assistance of someone in your party.

I just wanted to say that this post is in the "Welcome to the DIS" forum, so it is a good possibility that a moderator will move it to the "Resorts" forum. If you come back to look for responses and don't find this thread look in the Resorts forum.

Welcome to the DIS, but this post would be better served in the appropriate forum.

There are a lot of aspects of the trip covered in this post and it specific parts may be best served by posting on the Transportation, Theme Parks, and Resorts board.

Since the overall issues the poster had seem to be due to mobility difficulties I am going to move it to the disABILITIES Board.


Punkins mom I hope your next trip goes much better. I also have mobility difficulties (hard to see in the photo but I use an ECV). I understand the challenges you faced. Hopefully if you spend time here you can find ways to make your next trip as magical as you can!

 

[disney david]

My sister and I stayed at the Contemporary resort in October 2013 and didn't have a good experience. I have a hard time with a lot of walking, one of the reasons we stayed at the contemporary was so I could go back to the room and nap and then go back to MK refreshed. We didn't know until after we checked in that the monarail was down during the hours of 11 and 6!!! when I talked to someone at the check in desk they said it was"only" a 15 minute walk!
I asked someone else because I was so upset
And they said a bus will take you to the ticket booth and then go to MK on a separate monarail! So much time wasted walking when what I had planned on was a nice monarail ride! When we did go catch the monarail the employees were no help! We waited 3 stops for a spot on the monarail because the strollers had first priority
The magic bands worked most of the time but when I went to get my wrist band for mnsshp at the rose garden they said we don't have your ticket in our system well we had the ticket with us so they said go to city hall and they'll clear things up
Got there and was told yes we can fix that but you need to go back to the rose garden!!!!! Ugh!
for a wrist band ! There were other things that were just as aggravating but i understand the magic band was still new. I am not a rich person and now I'm scared to even attempt to go back this fall because the last trip was so bad... I'm so aggravated at the management too because when I asked about the monarail the first thing they tried to do was give me a couple of fast passes
I also noticed that some cast members would not try to help me or others off a ride if needed
The guy at space mountain just watched me struggling to get out of the car
A few cast members were talking to each other and not any help at all
I want to go back but am so scared to be disappointed again
The stay is worth every penny if things go right
Any suggestions??

I wouldn't fault contemporary Disney was doing wrk that made it unsafe for the workers to have the monorail running in the resort side. The bus they added makes all the stops that the monorail dose so it would of stopped at mk. Disney policy is the cms not touch the guest to help Load or unload so the cm did nothing wrong. Party ticket can't be linked to magic bands so you would need to bring the ticket with you to the party. They should have bands behind their counter so if guest but ticket they don't have to go to another place to get the band. It might be a food idea to rent a ecv or wheelchair in the future to help as go my find it will help you stay in the parks longer. Sorry you had a bad time and just remeber the monorail can go down at anytime so if that important I suggest board walk inn. Their you get Dhs and Epcot vis boat/walkway and a nice bus to mk. You can take the boat to both and if you rent a ecv they both have a nice walking path.


That one of my pet peeves strollers not being folded on the monorail. I hope the dot steps up and starts to monitors the monorails so they have to folded then Lille they do on the bus.

 

[lanejudy]

I'm very sorry you had a bad experience! The monorail being down must have been frustrating, I can certainly understand it felt like a waste of money to pay for a deluxe resort but not have the service you expected. However, I honestly don't think you can blame WDW for doing maintenance that's required to keep it safe. If they could have done the maintenance at another time so as not to inconvenience guests but still be safe for workers, I'm sure they would have done so. It was nice they offered FPs for your inconvenience. Since the monorail from the Contemporary to MK actually has to run the full loop around to the Poly and GF, it probably wasn't any longer to take a bus to the TTC and then monorail or ferry from there to MK. Alternative (non-monorail) resorts might include Wilderness Lodge, which is in the MK area but not on the monorail (accessible to MK by boat); or one of the Epcot area resorts which are easily accessible to both Epcot and DHS by walking path or boat. Or of course one of the many other resorts on-site.

I've never experienced strollers being given preferential treatment on the monorails, though I agree they take up quite a bit of space. I've never had to wait for 3 trains, though. Maybe you happened to hit it at a particularly busy time for families coming/going to the resort.

I'd also suggest that you consider renting an ECV if you have trouble walking. It would help conserve your energy and you might not need to return to the resort for a rest. You do not need to ride on it at all times, it can be parked while you walk a bit then drive to the next land.

Attraction CMs are not allowed to assist guests on or off ride vehicles. It's a liability issue -- if you require such assistance you'd need to have someone else with you to help.

The Magic Bands are new and were still in testing phase when you went, and as such there have been some glitches. Hopefully those details will be worked out before you plan to return. I'd suggest visiting the boards here and getting an idea of some how things work so you can plan the next visit a little easier.

Good luck!

 

[Simba's Mom]

With regards to the CM at Space Mountain not helping you, I'm pretty sure they're not allowed to due to liabilty issues.

Yes, I think that's the case, but a few CMs have offered their arm for me to reach for. I think they read the policy as it's OK as long as the guest initiates the physical contact, not the CM. If they're wrong, bless them anyways for their assistance. I really feel for the frustration of the OP, but sadly have no advice.

 

[tobikaye]

Here is where it indicates that CM cannot help guests:

https://disneyworld.disney.go.com/plain-text/mobility-disabilities/

It is listed under the Access section:

Certain attractions require Guests to transfer from their wheelchairs to ride a system either by themselves or with the assistance of a member of their party. Walt Disney World Resort Disney Cast Members are not permitted to physically lift Guests in transferring from their wheelchairs.

I have also seen this listed in the Guide Maps for Disabilities that you get at the parks.

I think the key is "physically lift". They can probably steady someone, but not actually do anything that would require pulling someone up or allowing a guest to use their hand/arm to pull themself out of a ride. Probably a liability not only for guest injury, but employee as well.

I have had CMs hold my sister's rollator steady as she got out of a ride vehicle, but only a couple of times. Most of the time, we would need to get her on and off rides if she had issues.

 

[LockShockBarrel]

I wouldn't think anything more than something totally incidental or reactive would be allowed. If someone stumbles getting out of a vehicle (and I mean anyone), a CM reaching out reactively to steady them is totally different than knowing you have issues with entering and exiting ride vehicles and expecting assistance.

 

[Talking Hands]

CM do not help people on or off rides. It is Disney policy.
That the monorail would be working limited hours has been known for months. What did you expect the CM at the Contemporary to do? it was common knowledge as early as the beginning of September
As to strollers having priority. If they were already on the monorail then you would have to wait. otherwise they get no priority over others. Only ecvs and wheelchairs will be given certain cabins to enter and they still got through the line just as everyone else.
If you have mobility issues then renting an ecv from offsite would be your solution.

 

[Talking Hands]

double post

 

[Sunnywho]

Not every guest is going to know that the monorail is down prior to arriving. For me the monorail making transportation easier would be my #1 reason for staying at a monorail resort. If it were down that extensively during the hours I'd planned on using it, it would have been worth it to me to switch resorts and save that money.

 

[rewardsinlife]

As others have posted...Disney can not help you into or out of ride vehicles because of liability. You must have someone in your own party help you if it is needed.

For the monorail, I had a similar situation. We got on monorail in DL. This trip I had rented a DL wheelchair for the day for walking, balance, and stamina issues.Since you can not take the wheelchair out of the park, we had to leave it on the platform where I would be able to pick it up on return trip. Went to downtown Disney, ate dinner, came back to monorail to catch it back into DL and it was shut down for the night due to mechanical issues. Well this was an issue since we were on the far end of DOwntown Disney, and the walk back to the park would have been about 15-20 min. Brisk walk. Fine for those not having walking issues which I was having that day..nearly impossible for me after a day in the park.Anyway, we kind of sat there dumbfounded at the monorail wondering how to get back without me completely becoming exhausted and told a CM the issue. He told his manager, a minute later, they come out with a wheelchair from the monorail station and walk my family, and roll me , back to DL. They then get another WC for me to swap out and a front of the line pass for all the trouble as well as no fee for the WC we just rented and a ' no worries' for the one left on the platform. Sometimes, it doesn't hurt to ask what they can do to help. Because of their generosity I was able to stay a couple more hrs. That night and enjoy the fireworks!

 

[disney david]

It not like Disney shut the monorail down and said okay figure out what to do. They had a bus to handle the route the monorail takes. I don't know why the cm at contemporary would tell her to get off at ticket and transportation center as their you have to take the ferry I think the express was operating due to it not being in the side of the Dvc construction. She should of stayed on then it would go I poly grand and then mk and to get back to contemporary she get on at mk the next stop she get off.

 

[cmwade77]

With regards to the CM at Space Mountain not helping you, I'm pretty sure they're not allowed to due to liabilty issues.

They are allowed to do a certain amount, such as holding out their arm, so that you have something to pull up on it.

 

[50surgeries2012]

My best friend Lorrie has spastic quad. cerebral palsy. Her mom can't lift her in and out of rides because of battling health issues herself. She usually tries to find a strong guy to come on the ride with us, and help lift Lorrie off, and on the ride.

When we were getting off Splash Mountain. The guys her mom had asked to wait for us to get off the ride to help lift Lorrie out had left already by the time we came back into the loading area. So, they had to shut down the ride, and call for the manager. The manager came, and was able to lift Lorrie back into her wheelchair. We had to do this for every single ride that Lorrie had to transfer out of her wheelchair from.

Neither me, or my guy Dan could do it because Dan has cerebral palsy also, and I have joint, and back problems that require a wheelchair for long distances. I can't lift anything heavy at all.

I was surprised to know that the managers had to be the one to physically lift a disabled person if they were unable to transfer out of the ride without help from their family members if their family members couldn't do it. I myself was grateful for the cast member's hand when they offered it to me because I have balance issues, and getting out of rides like Space Mountain, and Splash Mountain is tricky for me.

 

[LockShockBarrel]

They are allowed to do a certain amount, such as holding out their arm, so that you have something to pull up on it.

I can't fathom that's a regular practice. If a CM were to offer help and someone drop or stumble themselves and the guest they were helping got injured that's got lawsuit written all over it.

My best friend Lorrie has spastic quad. cerebral palsy. Her mom can't lift her in and out of rides because of battling health issues herself. She usually tries to find a strong guy to come on the ride with us, and help lift Lorrie off, and on the ride.

When we were getting off Splash Mountain. The guys her mom had asked to wait for us to get off the ride to help lift Lorrie out had left already by the time we came back into the loading area. So, they had to shut down the ride, and call for the manager. The manager came, and was able to lift Lorrie back into her wheelchair. We had to do this for every single ride that Lorrie had to transfer out of her wheelchair from.

Neither me, or my guy Dan could do it because Dan has cerebral palsy also, and I have joint, and back problems that require a wheelchair for long distances. I can't lift anything heavy at all.

I was surprised to know that the managers had to be the one to physically lift a disabled person if they were unable to transfer out of the ride without help from their family members if their family members couldn't do it. I myself was grateful for the cast member's hand when they offered it to me because I have balance issues, and getting out of rides like Space Mountain, and Splash Mountain is tricky for me.

That seems a bit excessive to ask. Obviously they can't leave you in a ride vehicle but to expect them to do that every time she wanted to ride when you should have had someone in your party to help with that is bizarre to me.

 

[cmwade77]

I can't fathom that's a regular practice. If a CM were to offer help and someone drop or stumble themselves and the guest they were helping got injured that's got lawsuit written all over it.



That seems a bit excessive to ask. Obviously they can't leave you in a ride vehicle but to expect them to do that every time she wanted to ride when you should have had someone in your party to help with that is bizarre to me.

They are not only allowed to provide a steadying arm,but are required to do so, at least in California by law for Disneyland. That being said the CM is not allowed to pull, push our lift. That must be done by the guest or family member. The exception to this (at Disneyland) is first aid staff may assist when necessary, not even the managers re allowed to do anything more. Again with one notable exception and from what I have been told that is of a CM has been medically trained and Disney has certified that they may assist.

But am outstretched arm is expected to be available.basically all CM are expected to be able to provide the level of assistance given to all guests to get in and out of the jungle cruise boats.

 

[50surgeries2012]

That seems a bit excessive to ask. Obviously they can't leave you in a ride vehicle but to expect them to do that every time she wanted to ride when you should have had someone in your party to help with that is bizarre to me.[/QUOTE]

In a way it made me feel bad every time we had to wait for management, or even some big strong guy that's a park guest to help lift Lorrie out. A few times I wanted to ignore all of my medical problems as I am 5ft., 5inches tall when standing, and lift Lorrie out myself since she's fairly shorter than me.