Total Nightmare @ Disney

[FlightlessDuck]

OP never posted again, from what I can tell, let somehow this thread is now over 40 pages.

I love you, DISBoards.

 

[ttstroker]

i've written to disney and actually received a call from guest services. I had specific details to what my problem was, who I spoke with, when I spoke with them, what I was told by CMs each step of the way. I was blatantly lied to by the manager at SSR the morning of check-out (he was the source of the problem and lied about being available the morning of check-out. He magically was at the front desk when I stopped by to check-out). That was what prompted me to write. I was not seeking any compensation, only that he be held accountable for his action.

And with regards to check-in time, with most chains (Marriott, Holiday Inn, Hilton, etc.) if the check-in time is 3pm and your room isn't ready, if you call the corporate guest services number the hotel usually will be fined. Its a way to push the front desk to get your room ready ASAP if you say you'll just call guest relations. I'm not sure about vegas hotels, but for many hotel brands this would be the case. Its why check-out is at 11am to allow a window to turn rooms over and have them ready by check-in. Disney might be like vegas hotels in that there isn't any pressure to hold them to 3pm. however, for other hotels, the pressure would be negative satisfaction scores, poor ratings, and the possibility of being fined by corporate.

 

[duffy]

If you get there early or arrive and your room is not ready you can still enjoy your time at the park or pool, there are changing areas, bathrooms, places to eat and places to leave your luggage. You can plan to have stuff with you as you arrive (so you prepare for your room to not be ready) so you can continue on with your day. All the places I have ever stayed have not always had my room ready but my vacation has begun as soon as I leave my house!

Not if you have a 2 and 3 year old who are in meltdown mode because they need a bed for their afternoon nap!

So, if you get there early and your room is not ready, and your small children are in "meltdown mode", that is your problem. Not the hotel's.

 

[KellyNY]

Since this part of my reply above was apparently missed, I'm quoting myself here for clarity and (re)emphasizing the important parts:



Blindly defend ANY company? Travel with realistic expectations? Absolutely. Try, however frustratingly, to explain standard policies to people who refuse to believe? Sure, I still have lots of hair left; I can afford to pull out a few strands in aggravation, or have a few fall out due to stress .

A colon on a printed page - "Check-in: 3 PM - does not equal "exactly at" and does not obligate ANY hotel to have every room ready for every arriving Guest at exactly that moment. Perfect examples of that are Bullseye's actual (one-time) experience at Walt Disney World (again, not defending Disney) and Harrah's mobile website. Heck, I checked into a Courtyard just after 3 once, my room wasn't ready, they sent me to wait in the lobby bar (at my expense), my room wasn't ready until after 5.

I'm not sure where you're getting your information, but there's no contract guaranteeing one's hotel room anywhere owned by any company will be ready and accessible at the exact moment of their check-in time - that's the time their check-in starts, anything prior to that is preregistration (so if a room is ready for the arriving guest, that's a bonus - one which may have spoiled many people or raised expectations beyond what's reasonable).

So, you see, I understand a great deal about hotel check-in procedures and policies

O please, your argument progressed from, they cannot do it at once, to they have not enough mousekeeping, to there is not enough people in Orlando area to report next day to work, to maybe there is enough but they are not professional cleaners, to maybe they know how to clean but it is not enough for Disney, to other hotels have same problems, to there is no problem at all, to "wrtten contract" is nothing, we should follow "actualities", to meaning of ":" in Check in phrase, what next?
Sorry but all this "looking for ways to make it sound right" is a very weak argument and just does not work.
I base my argument on contracts and definitions, did you care to check a simple business dictionary I told you about like 5 pages ago, nope. Do you care what others posters said, besides me, nope. So lets keep our hair in place, we might need them. I do not change my mind about you defending Disney no matter what and I am OK with you having your opinion. Like I said before, Disney hotels are not Motel 6, $300+ a night for deluxe is enough to pay to have agreement fulfilled. And yes I have realistic expectations, I expect to get for I paid for, nothing more and anything else then that is unacceptable.

 

[Sophie's Mom]

OP never posted again, from what I can tell, let somehow this thread is now over 40 pages.

I love you, DISBoards.

OP explained her problem in post #55 on page 4 of this thread.

 

[dqpowell]

Kelly, it isn't worth responding. All the same arguments have been made 20 pages ago. Katie isn't going to change her mind, no matter how illogical and unsupportable her position is.

David

 

[kaytieeldr]

And with regards to check-in time, with most chains (Marriott, Holiday Inn, Hilton, etc.) if the check-in time is 3pm and your room isn't ready, if you call the corporate guest services number the hotel usually will be fined. Its a way to push the front desk to get your room ready ASAP if you say you'll just call guest relations.

Then I must just have a different, easier attitude about what's important. Threaten to call corporate because a hotel room isn't ready at exactly 3 PM? What's next - complaining to corporate guest services of an airline because the plane didn't land at the published time? Does the pilot get fined for that? If threatening to call corporate guest services of the hotel chain impels the hotel to have the/all rooms ready for occupancy at X time, then doing the same with an airline would reasonably be expected to force the pilots to land the plane at the published time.

It's genuinely amazing that nobody who's able - once or repeatedly - to get into a hotel room PRIOR TO the published check-in time ever credits that or expresses gratitude for that, but is so quick to jump all over the hotel if the room isn't ready at 3:00:01. Try considering it a bank of sorts - all the times one is able to access a hotel room at 10 AM, i.e. five hours early, offset by two trips where the room isn't ready until 4:30 - a net of seven bonus hours in the guest's room hours account, if you will.

For that matter, for general - not solely Walt Disney World - travelers who are such sticklers about the check-in time: why aren't y'alls so demanding when it comes to paying the POSTED hotel rack rate? This information can sometimes even be found on the inside of the hotel room door, on the same card with the emergency escape information - although MUCH less frequently now, because so much other information is provided there.

 

[maxiesmom]

And with regards to check-in time, with most chains (Marriott, Holiday Inn, Hilton, etc.) if the check-in time is 3pm and your room isn't ready, if you call the corporate guest services number the hotel usually will be fined. Its a way to push the front desk to get your room ready ASAP if you say you'll just call guest relations. I'm not sure about vegas hotels, but for many hotel brands this would be the case. Its why check-out is at 11am to allow a window to turn rooms over and have them ready by check-in. Disney might be like vegas hotels in that there isn't any pressure to hold them to 3pm. however, for other hotels, the pressure would be negative satisfaction scores, poor ratings, and the possibility of being fined by corporate.

All of these other hotels do not usually let guests into their rooms early either. They are more likely to laugh in your face.

I agree with the poster who said you can't have it both ways. You can't expect Disney to exceed standard on one end if you can't cut them some slack on the other.

Would anyone really like it if there was no chance of getting into your room until check in time? Do you all really want to wait in that size of a line when you have hundreds of people checking in at the exact same time?

 

[KellyNY]

Kelly, it isn't worth responding. All the same arguments have been made 20 pages ago. Katie isn't going to change her mind, no matter how illogical and unsupportable her position is.

David

David, I totally agree with you. It is like talking to a wall. Now she ignores that respected hotels may be fined for breaking contracts and concentrates on why it is even important to us to have contract fulfilled. Unbelievable.

 

[A Mickeyfan]

wow lots of replies here.. did OP even come back and state what was wrong? I saw OP only had 4 posts and wondered if it could be a troll..... go ahead flame me for doubting that someone is totally truthful....and not stirring up the pot...

 

[maxiesmom]

David, I totally agree with you. It is like talking to a wall. Now she ignores that respected hotels may be fined for breaking contracts and concentrates on why it is even important to us to have contract fulfilled. Unbelievable.

Actually I find your position to be the one that is unbelievable. If you want Disney held to their contracts, then why are you not aruging about the ADR times? Why are you not insisting that you are only allowed to check in at 3pm? Or check out at 11am on the dot?

Your position is the one that is unrealistic.

I would like you answer my question though. Would you like it if check in time was 3pm on the dot, no earlier? Are you willing to give the possibility of getting into your room earlier up to be guaranteed check in at the stated time? And would you be willing to do away with any hope of a late check out if that is what it would take to get all of the rooms cleaned by the stated check in time?

 

[dqpowell]

Actually I find your position to be the one that is unbelievable. If you want Disney held to their contracts, then why are you not aruging about the ADR times? Why are you not insisting that you are only allowed to check in at 3pm? Or check out at 11am on the dot?

*Sigh*... not going to repeat points made over and over in this thread. It's clear you do not understand the difference between an ADR and a stated check-in time for a room reservation, or what the check-in and check-out times even mean.

David

 

[duffy]

Go team Kaytieeldr!! You rock!!

 

[KellyNY]

Actually I find your position to be the one that is unbelievable. If you want Disney held to their contracts, then why are you not aruging about the ADR times? Why are you not insisting that you are only allowed to check in at 3pm? Or check out at 11am on the dot?

Your position is the one that is unrealistic.

And why I am not surprised that you comment on my posts. Interesting enough you always do and then tell me I am on a mission to argue with you. I will save my time and simply point you to this thread for answers to your questions. Read the whole thing and you will know how ADRs are different story, questions about check out times and so on. Sorry but I refuse to repeat myself and others, do your HW yourself.

 

[ttstroker]

actually katie, I used to work in the hotel industry for 10+ years in the front office and upper management environments and thank the front desk and housekeeping staff whenever I get checked-in early, have them come at a different time for housekeeping, provide late check-out, give directions, etc. I personally don't get riled up if its past 3 and the room isn't ready. I've been there before on the other side of the desk and know its definitely not the front desk agent's fault, nor will berating someone or arguing with that person help since its not his/her job to clean and inspect rooms. I was just letting you know what management sees and what happens on the corporate side considering no one here really gave that point of view. no matter how small or big a complaint is, the whole point was that a call to corporate guest relations to log that complaint resulted in a fine/penalty incurred by the hotel holding the reservation (fair or not to that hotel). fortunately for guests, in the eyes of corporate the customers were always right. unfortunately for hotels, the hotel regularly was not given the benefit of the doubt.

 

[mousermerf]

Not ready at exactly 3pm...?

Try still not ready at 7pm. Had that happen to me at the Grand - the irony being I checked in at 7am.

The management of the Grand threatened by job with the company because I said I wouldn't recommend their hotel to guests until they fixed the blaring issues in their level of service - including leaving congealed soap from the previous guest, a dirty toilet, some sort of green wet stain on the pillows, and greasy smudges on nearly window and finally, the stupid TV remote didn't work. And the room next door was apparently flooding from the toilet or tub and into the hallway and they hat a shop vac trying to dry it out.

The room I didn't get until 8pm.

Disney really screws up sometimes. Worse, some management is terrible and cares nothing about quality. I wrote a letter about my experience - I was a CM, I wasn't gonna get comped - and while Corporate eventually came down on my side and told the Grand to clean up their act, the Grand actually tried to get me fired for speaking against them.

Not ready "right at" 3pm. No, the problem is often much bigger then that, and the management of the resorts think it's entirely acceptable as long as they get away with it.

And once again, 3pm is 3pm according to Disney's own powers-that-be, so no other company's policy is even relevant for comparison. 3pm means 3pm and don't let the resort management try to pull a fast one on you.

 

[maxiesmom]

And why I am not surprised that you comment on my posts. Interesting enough you always do and then tell me I am on a mission to argue with you. I will save my time and simply point you to this thread for answers to your questions. Read the whole thing and you will know how ADRs are different story, questions about check out times and so on. Sorry but I refuse to repeat myself and others, do your HW yourself.

Why would you would be suprised that when you start attacking and being nasty to other posters that someone would stick up for them?

I have to admit that in all of these many pages on this thread I have not memorized all of your answers. Hence me asking you what is a pretty straight forward question. One which apparently you feel above answering. Somehow I am not suprised.

Disney should just do themselves a favor, and stop letting people into their rooms early, stop late check-outs, and start charging whatever it would cost to add enough houskeepers to get their rooms ready at exactly 3pm. Then we could just read all of the posts about how unflexible and mean Disney is when it comes to being in your resort room for an extended period of time. And how Disney is just for the rich people who can afford $250 a night for a Value room. (yes, I did just pull that figure out of thin air for those who want to debate the cost)

 

[mousermerf]

actually katie, I used to work in the hotel industry for 10+ years in the front office and upper management environments and thank the front desk and housekeeping staff whenever I get checked-in early, have them come at a different time for housekeeping, provide late check-out, give directions, etc. I personally don't get riled up if its past 3 and the room isn't ready. I've been there before on the other side of the desk and know its definitely not the front desk agent's fault, nor will berating someone or arguing with that person help since its not his/her job to clean and inspect rooms. I was just letting you know what management sees and what happens on the corporate side considering no one here really gave that point of view. no matter how small or big a complaint is, the whole point was that a call to corporate guest relations to log that complaint resulted in a fine/penalty incurred by the hotel holding the reservation (fair or not to that hotel). fortunately for guests, in the eyes of corporate the customers were always right. unfortunately for hotels, the hotel regularly was not given the benefit of the doubt.

That fine is deserved. 3pm means 3pm, no excuses. Fail to meet the deadline, incur a fine. That's fair. It is NOT the guest responsibility to make up for a problem the resort has - be it staffing, other uncooperative guest, a lack of cleaning products, broken plumbing, wrath of god.

Resort pays the fine for their problems.

 

[maxiesmom]

If Disney starts getting fined for releasing rooms late, who do you think will pay for it?

Is that what it comes down to? Are you all willing to pay more money to be guaranteed a room at exactly check in time?

Even if we all agreed that check in was exactly 3pm (4pm for DVC) then where should the money come from to pay for the housekeepers to turn over the rooms fast enough? It is well and good to say they should do it, but how? Looking at it from a cost analysis standpoint, where do the funds come from to pay for it?

Blindly saying Just Do It doesn't cut it. Then say how they should do it. How much more are you willing to pay, or what are you willing to give up for it?

 

[KellyNY]

Why would you would be suprised that when you start attacking and being nasty to other posters that someone would stick up for them?

I have to admit that in all of these many pages on this thread I have not memorized all of your answers. Hence me asking you what is a pretty straight forward question. One which apparently you feel above answering. Somehow I am not suprised. It is much easier to belittle those who don't share your

Because nobody attacks anyone or being nasty except you. You just looking for ways to argue with me, not the first thread, is this a personal thing? As for not answering your questions, you edited after I posted, and I answered them before in this thread. Sorry but I have no interest to talk to you while you use this tone and attitude toward me. Find yourself some other victim.