We had a HUGE issue with being moved from club level on March 28th, 2022. Checked in and were supposed to have the one bedroom accessible with roll in shower. We booked this in June as part of our 50th anniversary celebration. Checked in, was told room was not ready. After a few hours we asked at desk if room was ready, were told it was, and it was not the club level room we booked, but a one bedroom accessible on the 5th floor but VERY far from elevator to lounge. We are both in our 70’s and while I am in a
scooter, my husband cannot walk long distances, and the location of that room, 5319, would not allow us to take advantage of the club level. To say I was devastated is an understatement. When we questioned what happened, we were given varying answers. They said they left a voice mail the day before informing us that due to maintenance issues, we were being moved. But as we had been on a cruise, disembarking that morning, we had not received it until hours after we checked in. BUT, while sitting in the lounge, we saw that the room was occupied. If there were indeed maintenance issues, they were NOT in that room. Pressing the concierge host as to why the room we reserved was given to someone else, (there is only one club level,accessible one bedroom with roll in shower. I know to which room you are assigned as I have booked it many times before) Then we were told DVC had double booked the room and the other person probably had reserved earlier. Impossible. Once that room is booked it disappears from inventory.
I was literally in tears sitting at the concierge desk. This was a milestone anniversary. 50 years, a time that would not come again. We had planned on spending the two days after our anniversary at AKL sitting on the balcony watching the animals and availing ourselves of the club perks. We were not even going to a park. The concierge host’s assertion that it was
nothing personal did nothing to make me feel better.
There were no rooms with roll in shower closer to the elevator, so they offered us another room at Boardwalk. It was a standard room, ground level, with a view of the back of the pool bar. Not exactly what we planned. To make matters worse, when we arrived at Boardwalk, they had no room for us and didn’t know what we were talking about. It took 45 minutes for them to straighten it out. And we were charged the 50 point per night room rate at AKL, and not the 31 point per night standard room rate at Boardwalk. I am devastated. We have been DVC members since 1994
& a 1 br. that sleeps 5 will ironically end up only seating 2 comfortably.
