The *New* Disney's Grand Floridian Resort & Spa Frequently Asked Questions (FEB2004)

[superbird]

Channing, I hope they do phone me, but either way they will know clearly how disappointiing the room was!.

I saw your pictures and understood. We stayed at Wilderness Lodge this year with the bunk beds. Lifted the beds up to get something out..boy was I in for a surprise Found a few things that said nobody checked there in a while. Did not call or complain, don;t know why. Also stayed at the Hershey Lodge, same thing. Looking for something of my son's that was missing and found a few extra things under the bed. Seems like it is all over the lack of cleanliness !

 

[poohluvrs]

Did you ever her back on the photos of the mold covered room? I hope they respond & rectify the situation!

 

[flea1267]

just subscribing

 

[welovedis]

Good afternoon, everyone.

I got a phone call from Eric from the WDW Executive Office late this morning (Tuesday). I know that both letters arrived on Friday, one around 4:30, one around 5:15pm so I do think it was a reasonably quick response with the weekend, etc.. Eric is the same person who spoke with me recently regarding an email I sent about MNSSHP and the park not closing to day guests. He even mentioned that we had spoken previously and then I thought that they must think I am a big complainer or something!

He was very nice, apologized over & over about the room condition and the fact that our complains seemed to slip thru more than 1 crack. He also reiterated that the non-smoking rooms can be guaranteed for health reasons, but that the other requests I had made (top floor, away from elevators) are just that, requests. However, he also did note that an appropriate room was waiting for us and the CM checking in did "mishandle" the check-in procedure.

In my letter I said:
"Our family will again be back to Walt Disney World in December to celebrate my son’s 10th birthday. This time we are staying for 1 night at Disney’s Pop Century Resort and the remainder of our trip will be on points at Disney’s Beach Club Villas in a one bedroom villas. By writing and explaining our very disappointing experience, my hope is for a terrifically cleaned room in both resorts that would accommodate our family’s needs. On both reservations I have requested non-smoking rooms for health reasons and asked for top floor locations in quiet areas. Anything you could do to help us with those requests would be very much appreciated."

I did not feel that I wanted to ask for compensation because I didn't ask for a manager during the times that I complained about the room cleanilness/location. We made a decision that the trip was short and we didn't want to be more inconvenienced by moving for a night, so we made that choice. I felt it more appropriate to ask for something to be done about our rooms for the upcoming trip.

Eric stated that I'd be receiving a letter with some names/contact info at each resort and that I will be called before the trip to go over the requests again and to be sure they are met. He said if I needed to call (in case I wasn't home or didn't receive a call) starting at the 10 day mark before the trip, that info was included. In addition he said that they would do their best to be sure that our trip was extra magical. What that means I don't know but I really just want a super clean room for the upcoming trip!

I am pleased with the outcome and the fact that I'll have at least a direct contact to someone before the trip.

 

[lynr]

Karen:

I am glad to hear that you got a response to you letter.

I have been worrying about the GV rooms since I saw your pictures. We stayed in RPC in August and everything was spotless but we have a GV room scheduled for our 10 day trip in December. I also have allergies to dust and mold but I did not think to alert my AAA agent to this when we booked. The GF and every other deluxe is booked solid during our stay so we can't switch to anything else. Hopefully your letter will prompt some agressive cleaning of the rooms.

Thank you for taking the time to write to Disney and post their response here.

Lyn

 

[soxnation]

Karen:

I am glad to hear that you got a response to you letter.

I have been worrying about the GV rooms since I saw your pictures. We stayed in RPC in August and everything was spotless but we have a GV room scheduled for our 10 day trip in December. I also have allergies to dust and mold but I did not think to alert my AAA agent to this when we booked. The GF and every other deluxe is booked solid during our stay so we can't switch to anything else. Hopefully your letter will prompt some agressive cleaning of the rooms.

Thank you for taking the time to write to Disney and post their response here.

Lyn

We had a Garden View room in Conch Key and it was spotless room 7122 the mousekeeper was fantastic

 

[rie'smom]

Hi,I just booked a Sugar Loaf 1 bd suite concierge w/a view of Cindy's castle.What can you tell me about the room and the concierge snacks and does it offer desserts.I'm bringing my 12 yo DD and her friend @ Thanksgiving. Also,would anyone happen to have pictures of the rooms or the concierge lounge? Thanks so much!

 

[hmp2z]

I thought turndown service was STANDARD in all GF rooms. Didn't even know you have to ask for it. We stayed in a water view room at YC and requested it and the request wasn't honored there either (despite several tries!) but I thought in GF it was standard.

This was a problem that we had also; we stayed RPC (honeymoon room) this past August, and our room was only turned down when we made a specific request for turndown service. It wasn't enough to put us off the GF - we have the same room category reserved next August But it was kind of irksome to now have to request what used to be standard service.

I know they are short staffed with Mousekeepers, but maybe they need to increase the pay or do whatever it takes to attract more staff & thus provide a guest experience that's more on par with the prices we all pay to stay there.

Cheers!
Heather W

 

[BCV23]

Hi,I just booked a Sugar Loaf 1 bd suite concierge w/a view of Cindy's castle.What can you tell me about the room and the concierge snacks and does it offer desserts.I'm bringing my 12 yo DD and her friend @ Thanksgiving. Also,would anyone happen to have pictures of the rooms or the concierge lounge? Thanks so much!

Hmm, I didn't think any rooms in Sugar Loaf had a view of the castle?

As far as pictures of the lounge in Sugar Loaf, a couple of DISsers have posted great pictures. Triplefigs was one and I can't remember the other.

 

[welovedis]

Karen:

I am glad to hear that you got a response to you letter.

I have been worrying about the GV rooms since I saw your pictures. We stayed in RPC in August and everything was spotless but we have a GV room scheduled for our 10 day trip in December. I also have allergies to dust and mold but I did not think to alert my AAA agent to this when we booked. The GF and every other deluxe is booked solid during our stay so we can't switch to anything else. Hopefully your letter will prompt some agressive cleaning of the rooms.

Thank you for taking the time to write to Disney and post their response here.

Lyn

Lyn, I would contact your AAA agent to the fact that you have allergies and will need a room that has been thoroughly cleaned for allergies. It may flip your ressie over to the Special Requests area, but the fact that the resort is booked solid should not make a difference. Per my conversation with Eric today, he assured me if there is a health concern their objective is to deal with those first, then other requests later.

HTH!

 

[welovedis]

We had a Garden View room in Conch Key and it was spotless room 7122 the mousekeeper was fantastic

Yes, I remember your post, actually when I was given the room key I thought "7101, someone on the DIS boards mentioned a great housekeeper in that building", lol!

Sadly our room was not on the level with the service you received. A couple of pages back you can view the pics from the links in my post to see what our room looked like.

I would hope that my letter would prompt some housekeeping issues to be addressed.

 

[Lives4Disney]

Karen, I am really glad they took some notice of your pics and took the time to contact you. Thanks for taking the time to mail the letters and pics. I am sure it will benenfit all of us. Hope your December trip is awesome! I saw your review of your trip on the other board and loved reading it.

Heather W - YEAH! They need to start paying those mousekeepers better. I feel pretty bad for them actually. But, I also agree that when we pay big bucks to stay in these WDW resorts, we shouldn't have to suffer because Disney is being cheap with their CMs. We still expect good service. We are paying for it.


Yea! I heard from IPO. Finally! Got the carriage ride exactly when I requested it, but they do not know about Breathless yet due to the work being done on it.

Lives4Disney

 

[soxnation]

thanks for sharing about the room intersting how 2 ends of the hall in the same building could be so different and we examine rooms well because mom runs a hospital infection control department we are big on clean levels
hope they make your next stay extra magical

 

[rie'smom]

Hmm, I didn't think any rooms in Sugar Loaf had a view of the castle?

As far as pictures of the lounge in Sugar Loaf, a couple of DISsers have posted great pictures. Triplefigs was one and I can't remember the other.

You're right! It's a Magic Kingdom view. When I heard MK,I automatically thought castle. Thanks for the information.

 

[scanne]

Hmm, I didn't think any rooms in Sugar Loaf had a view of the castle?

I don't think any rooms in Sugar Loaf have a castle/MK view. BUT, I do remember reading that if you are in one of the suites in the outer buildings, you will be granted access to concierge. I know that there is a suite in Conch Key that has a dead-on MK/castle view. Maybe this is what this poster has booked and was told she'll have access to Sugar Loaf concierge? That is what first came to mind when I read that post.

 

[rie'smom]

I called the CMs to verify my info and once again they told me 1 bd concierge suite in Sugar Loaf w/ MK view-but the reservation CMs,as nice as they are,don't always know as much as they should about the resorts. Oh well,I guess I'll be surprised.
If anyone on the boards know where the 1 bd suites in Sugar Loaf are located,please let me know. I'm just curious and excited!!!!!!

 

[welovedis]

thanks for sharing about the room intersting how 2 ends of the hall in the same building could be so different and we examine rooms well because mom runs a hospital infection control department we are big on clean levels
hope they make your next stay extra magical

I agree, I cannot fathom that the room was left in that condition for a guest. And I'm pretty big on clean, but even if I wasn't, the dust/dirt/mold shouldn't be acceptable for any guest. I'm glad you had a nice stay.

 

[TammiMcMan]

I called the CMs to verify my info and once again they told me 1 bd concierge suite in Sugar Loaf w/ MK view-but the reservation CMs,as nice as they are,don't always know as much as they should about the resorts. Oh well,I guess I'll be surprised.
If anyone on the boards know where the 1 bd suites in Sugar Loaf are located,please let me know. I'm just curious and excited!!!!!!

Unfortunately, the CM's in reservations tend to lack some knowledge in quite a few areas. At the most, it will give you a marina view, not MK and not castle. You may be able to see some of the fireworks though by looking to the right off your balcony. If you want to look at this site set up by fellow DIS'er StephH, I'm pretty sure you can see the suite. The picture she has right at the top of the page, look between 9 and 10 o'clock and you'll see the bow window design on the top floor.

 

[lynr]

Scanne:

I see by your ticker that you only have two days left until your trip.

Have a great vacation. Please let us know how everything goes.

Lyn

 

[BCV23]

I don't think any rooms in Sugar Loaf have a castle/MK view. BUT, I do remember reading that if you are in one of the suites in the outer buildings, you will be granted access to concierge. I know that there is a suite in Conch Key that has a dead-on MK/castle view. Maybe this is what this poster has booked and was told she'll have access to Sugar Loaf concierge? That is what first came to mind when I read that post.

Yes, I thought of that too but still the suite wouldn't be in Sugar Loaf.

rie'smom, have you tried looking at your reservation online? When the IPO contacts you, they can probably clear up the mystery for you.

scanne, have a great trip!

BTW, I'll pass on a rumor because I so love reading them here on the DIS. We had booked Polynesian LVC for this past weekend but due to electrical problems with the rennovations there, we were moved to RPC. Discussing this with a GF CM (although not anyone in RPC), we were told that the GF would be next for refurbishment.