Total Nightmare @ Disney

[kaytieeldr]

But then you are doing unto your fellow guests what has been done unto you! You're wanting them to change another person's intended room,

NO, i would not expect someone elses room, rather a vacant room. If they are totally booked up then they definitely would know how much mousekeeping staff to have working during that time period.

If they are totally booked up, they're likely as fully staffed as they can possibly be. Even fully staffed, each housekeeper can only clean so many rooms. If you think there's a market for temp hotel housekeeping, maybe you could start a business?

 

[bwilcox]

On a different note, would you accept an excuse from a car rental agent when you had reserved a car for a pick up time and you get to the counter and they are 'all out'. An industry that is notorious for not adhering to reservations. Ever watch Sienfeld or better yet - Planes, Trains & Automobiles?

JERRY: I don't understand, I made a reservation, do you have my reservation?
RENTAL CAR AGENT: Yes, we do, unfortunately we ran out of cars.
JERRY: But the reservation keeps the car here. That's why you have the reservation.
RENTAL CAR AGENT: I know why we have reservations.
JERRY: I don't think you do. If you did, I'd have a car. See, you know how to take the reservation, you just don't know how to *hold* the reservation and that's really the most important part of the reservation, the holding. Anybody can just take them.

 

[rie'smom]

JERRY: I don't understand, I made a reservation, do you have my reservation?
RENTAL CAR AGENT: Yes, we do, unfortunately we ran out of cars.
JERRY: But the reservation keeps the car here. That's why you have the reservation.
RENTAL CAR AGENT: I know why we have reservations.
JERRY: I don't think you do. If you did, I'd have a car. See, you know how to take the reservation, you just don't know how to *hold* the reservation and that's really the most important part of the reservation, the holding. Anybody can just take them.

This happened to me at MCO. I reserved a particular class of car and when I went to get it, "Sorry, we're out of that class of car." They did upgrade me though for the same price.

 

[duffy]

Car Rental Agent: [cheerfully] Welcome to Marathon, may I help you?

Neal: Yes.

Car Rental Agent: How may I help you?

Neal: You can start by wiping that *** dumb-*** smile off your rosy, ***, cheeks! And you can give me a **** automobile: a *** Datsun, a *** Toyota, a *** Mustang, a *** Buick! Four *** wheels and a seat!

Car Rental Agent: I really don't care for the way you're speaking to me.

Neal: And I really don't care for the way your company left me in the middle of *** nowhere with *** keys to a *** car that isn't *** there. And I really didn't care to *** walk, down a *** highway, and across a *** runway to get back here to have you smile in my *** face. I want a *** car RIGHT *** NOW!

Car Rental Agent: May I see your rental agreement?

Neal: I threw it away.

Car Rental Agent: Oh boy.

Neal: Oh boy, what?

Car Rental Agent: You're ***!

 

[wdwfamilyinIL]

I highly doubt that I can say anything that hasn't been added in almost 40 pages of replies, but since I just Briefly skimmed and didn't see I will add my opinion like so many others....why I just don't know. First for me it is a major issue to think that when they FINALLY decided to address the ac issue that the filter had that much dust on it, what about people with asthma,copd, and severe allergies??? I would have been sick for a few days to equal that one, and being upgraded, while might sound good, really isn't enough. I feel so bad for that family Disney owed them big time, but it was cheaper from the business aspect to just put them in a bigger place and hope that all would go away. I do feel that since we started making yearly trips to the world 6 years ago several things have went down hill......but not the prices, got keep something with high standard. The magic that we felt the first couple of trips is so so now, but Disney can offer my middle child Buzz which is the ONLY reason we go back. My oldest is over it, and my 7 year old is getting to that same spot. We are going this year with my mom due to the death of my stepdad a year ago, trying to lift some depression...then we decided to try the cruise in 11, but after that if Disney doesn't get it together someone else will be more than willing to take our money. I could break down and blame just about every aspect, but I hold onto to a thread of hope that someday maybe if we are lucky, the top dogs will get back to the point of what really matters and why families come to Disney, so that we can have our magic once again. On a final note, I too have noticed severe problems with mousekeeping, and I am sure this will get flamed, but I hardly ever tip anymore. If you can't clean my room and rid it of all mold, then I am sorry but no tip here.

 

[d1gitman]

Ah, but there are two entities involved here. If you state check-in is AT 3 PM (or any specific clock moment) then you obligate both parties to be ready and able to initiate the transaction at that moment. How many of us are willing to arrange our travel plans like that?...

ah, but there's a wrinkle in your comments. A) guests aren't required to be there at 3pm, but the room should be ready by 3pm. There may be two entities, but the incoming guest only comes into play beginnin at 3pm, when the rooms are to be ready. B) it is not possible for all incoming guests to check in precisely at 3pm, even if all guests were in teh lobby at that precise moment(wouldn't that be a sight to behold). So not all 400 rooms have to be ready at the same time. C) not all rooms are vacant on the same days thus there could never (or likely never) be a demand for 100% vacancy rate at check in time.

In the end, all it probably takes is a minor increase in mousekeeping. Maybe it's one added person per hotel building to keep ahead of the check-in curve. It being Disney and all, i would like to think they have data on check-in and check-out and already know the typical peaks in check-ins.

 

[mousermerf]

Not an opinion, simply fact.

I have spoken with Team Disney Orlando and the executive offices about the 3pm check-in time and whether or not a room is supposed to be or guaranteed to be ready.

Their response was that the room should be ready, if not, then it is a failure on their end and the resort is responsible for correcting the matter - including but not limitted to offerings of compensation on a Guest Recovery situation matrix which clearly defines the escalation and appropriate actions on Disney's part for such situations.

There's a rather lovely set of things they can give you, if the resort management simply wants to dust off the list, make a phone call, and request the item.

You should contact Disney - they may take a bit to respond, but the resort was clearly in the wrong, in the opinion of the company itself.

 

[dqpowell]

I have spoken with Team Disney Orlando and the executive offices about the 3pm check-in time and whether or not a room is supposed to be or guaranteed to be ready.

Their response was that the room should be ready, if not, then it is a failure on their end [...]

That's what some of us have been saying all along. The industry-standard meaning of "check-in time" is that the room is ready for occupancy by that time. Disney is failing to meet reasonable standards every time a guest is told that their room isn't ready after their stated check-in time.

It is only here on the DIS that I have ever heard the 'alternate' definition of check-in time, which (as has been pointed out numerous times on this thread) renders the entire point of stating a time moot.

David

 

[smidgy]

only got through 5 pages, but wanted to post before it gets shut (if it does).
this may sound silly to a lot of you, but there is a reasonthe upgrades are always at SSR. this is the least favorite of the properties.
yes, it's more expensive, and obviously a bedroom suite is roomier.
however, if you really don't need the room, and you spend a lot of time at the parks, and just want the resort for eating, and a quick swim, well SSR isn't that great.
the theme is like a condo subdivision. the pool can be a LONG walk, the bus system can be a long wait. if you are planning on eating at an inexpensive food court, what good is a kitchen or kitchenette if you aren't prepared for it? (drove down with things to cook, or ordered from garden grocer, etc.)
yes, you can walk to DTD, but I think a family with a 2 year old wouldn't be doing much of that.
we have freinds we rent DVC points from, and OKW and SSR are the last 2 resorts we want to spend time at. we would rather be at any of the all stars.
just because something costs more money doesn't mean it is what someone would want. just my 2cents.

 

[smidgy]

I saw nothing to indicate the OP wants additional compensation. What the OP wants is for this NOT to happen to anyone else. A room upgrade is all very nice, but, as pointed out elsewhere, AC in Florida in September is crucial for a lot of us from a health perspective, and the manager did not deal with that in a timely fashion.

In the OPs place, I would write in to say, "Look, the upgrade was lovely and much appreciated, but frankly I would have preferred it if someone had just shifted me to another room in the same level resort as soon as they realized they couldn't fix the AC in my room in a timely fashion." I don't know if that's what the OP intends to say, but I do see a point to writing a letter even if you feel the situation was already resolved. There's a difference between writing in saying, "I want further compensation" and writing in saying, "Maybe you need to rethink your approach."

Personally, I view AC in Florida as crucial as plumbing anywhere else.

ITA. this is a "DISCUSSION" board. yes, the OP asked about how to get in touch with disney.. silly.

but many of us just want to discussthings about disney. (since all of our friends and family think we're nutzand just won't talk to us about it anymore!!

by the way, I have now read through the whole thread. and, even when you have been compensated by Disney for a bad experience, you still kinda want to talk about it with other people who know what you mean.

I don't know if the OP was a troll or not. I do know that, as much as I LOVE Disney, I think if people discuss their bad experiences , disney is aware of that, and might do something to stop poor public relations. OR, you might help other guests by giving them a "heads up", so to speak.

example: if I were the OP, I might have thought (as they did) that "gee, we like our room location.. we'll just tell them about the problem and they'll fix it."
you just want to start your vacation...and assume that the problem will be fixed.
the problem with the "key to the World" cards? that is just crazy to me. not having the tickets on the cards? then again.. not having the dining credits on the cards?
that is 3 BIG things going wrong. right off the bat.
I am grateful that the OP made others aware that this could happen.
we once had our cards swiped twice at CAPT Jacks, but didn't fin out unitl the last day, when we spent our whole last day at Teppan Edos, trying to sort it out, and instead of enjoying our last day there, spent it making sure that they didn't charge our credit card for a meal. blew our whole last day. by the time it was sorted out, it was time for ME to pick us up.
yes, I posted it here. why? to make others aware to check after every meal.. to save them the grief we went through.
it wasn't about compensation.
it was about sharing with you guys, to try to help others. since this is an "unofficial" site, I try to help others, even if it puts disney in a "bad light".
BTW, I also share other info. like about great things disney does, tips, etc.
that's why this is a "discussion" board.

 

[Leajess99]

Well then i would question why a time is even stated then. After 3pm would indicate 3:01pm the room is ready. Is 3:30 too early to expect the room or should we draw the line at 4:00...oh, this is so confusing, i have a headache. oh, wait, i know what works...say it will be ready for 3pm and have it ready for 3pm. Gee, that's so simple, why didn't we think of that sooner.

On a different note, would you accept an excuse from a car rental agent when you had reserved a car for a pick up time and you get to the counter and they are 'all out'. An industry that is notorious for not adhering to reservations. Ever watch Sienfeld or better yet - Planes, Trains & Automobiles?

This happened to me with Enterprise one day so I ended up walking out and heading to Hertz. I also filed a complaint with their corporate office and have not been back. We are trying them again next week so we shall see if I get better service and my reservation honored. That is unless Hertz drops their rates by a lot.

 

[jayandstacey]

This happened to me with Enterprise one day so I ended up walking out and heading to Hertz. I also filed a complaint with their corporate office and have not been back. We are trying them again next week so we shall see if I get better service and my reservation honored. That is unless Hertz drops their rates by a lot.

Not to pick on you in particular, but I don't understand why people think there's a specific room or car waiting for them at the appointed time.

This is a statistical exercise, where certain assumptions are made about overall availability, not a model where a certain room or car is set aside for you, regardless. Companies must weigh the balance of customer satisfaction and competitive pressures vs. cars/rooms sitting idle, and that balance isn't necessarily in your favor every time.

Complaining might help get you a voucher or something, and switching companies is the calculated risk they take. But ultimately they aren't going to change their model.

As I posted before, the only way to ELIMINATE the risk is to own your own Orlando condo and keep a car parked there.

 

[rie'smom]

Not to pick on you in particular, but I don't understand why people think there's a specific room or car waiting for them at the appointed time.

This is a statistical exercise, where certain assumptions are made about overall availability, not a model where a certain room or car is set aside for you, regardless. Companies must weigh the balance of customer satisfaction and competitive pressures vs. cars/rooms sitting idle, and that balance isn't necessarily in your favor every time.

Complaining might help get you a voucher or something, and switching companies is the calculated risk they take. But ultimately they aren't going to change their model.

As I posted before, the only way to ELIMINATE the risk is to own your own Orlando condo and keep a car parked there.

What's to understand? The car rental companies post the types of cars on their websites. We want to reserve a car for a trip so we make a reservation. In some instances these are paid for in advance.
I don't care about statistics. If the companies cannot honor their end they shouldn't advertise the cars are available.
If you show up at Disney World or anywhere else for matter and have a reservation, do you expect it to be honored? You book a room at POFQ, arrive and there are not only no rooms there but none at any other mods. You have to stay in a value. Granted the cost decreases but it isn't what you want. Are you happy?

 

[KellyNY]

Ah, but there are two entities involved here. If you state check-in is AT 3 PM (or any specific clock moment) then you obligate both parties to be ready and able to initiate the transaction at that moment. How many of us are willing to arrange our travel plans like that?


Since when? Check in means that room must be ready at this time, you can "initiate transaction" after if you want or before, if you want, but your room will be awailable at check in time. There is no need to analyze it, it is a standart.

Extreme* but... it's entirely conceivable for 400 rooms to turn over per day at Pop Century. Checkout is 11 AM. Now, I have absolutely no basis for this, but let's say it takes twenty minutes to completely clean a room for the next Guest and move to the next room. That's twelve rooms per housekeeper, requiring 34 housekeepers just to prep rooms for arriving Guests, plus the ones needed for cleaning rooms for Guests complaining because they came back for a midday break or a nap and the room wasn't done, plus the Guests not complaining but still expecting their rooms to be done...

*because most hotels aren't this large

Again, no need to analyze this, it was analyzed by hotels many times before they could come out with a proper number of mousekeeping. Those numbers did not just pop out, they played around with different scenerios. The number of rooms is fixed, no matter if they have to clean for new guest or existing guest, so sorry I do not buy "too many people check out today" excuse.
QUOTE]

 

[doconeill]

Rental agencies regularly overbook low-end classes anyways. They often don't have the the class I booked - but that does not mean I don't get a car. If they don't have my class, they will first try to upsell me - do I want a convertible? No. SUV? No. etc. etc. But I will get a better class car, because I had a reservation for a car, and I won't pay more than my reservation states. I have never been told "so sorry, we don't have a car for you at all". Doesn't mean it doesn't happen, but if an agency is running their inventory on such a small margin that it happens frequently they'll be out of business shortly.

Disney in fact does this with rooms on occasion. They'll oversell the value rooms for special events, and then people will get randomly upgraded to deluxe studios at SSR. At least they did as it often had an excess of rooms available before it sold out.

Car agencies have gotten away from having specific cars reserved for people (except for perhaps their frequent customer programs - do they still have those where you just got to a specific stall and drive away?), and you get whatever car in the class is available, or even they just tell you to go take one. This is how the rooms should work in a sense - first person checking in gets the first room in their class that is cleared. People checking in later get rooms that are cleared later. If you've got room requests, you get a choice - wait for the specific room to become available if it isn't (and the request was never guaranteed anyways), or take the cleared room.

 

[MistressMerryweather]

But that's just it. The OP did get another room. A suite in fact. Yet, they want to send another letter to yet complain again. I just don't understand that part.

Yes, but she got it 2 days later. She should have immediately requested a new room as soon as she arrived in her room and realized the air was broken. If she had done that she would have avoided most of the room "who-ha". LOL

 

[wishicouldgomoreofte]

My point is if someone came in and said something like Disney is the best thing ever and only wanted the address they would not be questioned.
Ten people would have given them the address and say I agree.

I really do not think ANYONE would have asked them why they did not use Google.

I do not think they would have been questioned about what is so great and I do not think that those who disagree would show up just to punch holes in the story and pick it apart like when someone has a complaint.

It is important to listen to both sides and not just attack the ones who do not agree with you.

I always feel like people want to blame the victim when they had a bad stay at Disney.
I have had great stays at Disney and stays that were beyond awful. It happens.
L

I totally agree with this statement.




By the way, I am one of those people who have a hard time finding things you all seem to find so easily with Google, so I have asked on these boards.
That is no reason to pile on someone or berate them for not knowing where of how to find the info.

 

[dqpowell]

Car agencies have gotten away from having specific cars reserved for people (except for perhaps their frequent customer programs - do they still have those where you just got to a specific stall and drive away?)

The frequent renter programs vary in the way they handle this, with two typical methods (described below). I make reservations and know what class of car is reserved, but not what actual model might be assigned. Here's what happens in each case:

Method 1. A car is assigned to me prior to my scheduled pickup time and set aside in a numbered space. I arrive for pickup, and the paperwork has already been completed. They hand me the paperwork and tell me what numbered space my vehicle is parked in. I proceed to that space and discover what model car has been assigned to me. Quite frequently, it's an upgrade from the class of car I reserved. Some people would be happy with this, but sometimes it annoys me. If it's a convertible or something, I'm usually happy. If it's a gigantic SUV, I'm usually not. (Most often I'm traveling alone.) If I'm unhappy with the selection, I can get it changed at the counter without difficulty.

Method 2. I arrive for pickup and am instructed to proceed to section 'X' in the rental lot. Then I am free to pick whatever car I want from section X. When I've selected one, I drive to the exit booth and they mark my selection on pre-filled paperwork at the booth.

The method employed varies from location to location.

Method 1 is pretty close to what happens with room assignments at many hotels or resorts. Method 2 isn't really tenable for room rentals.

David

 

[kaytieeldr]

A) guests aren't required to be there at 3pm, but the room should be ready by 3pm. There may be two entities, but the incoming guest only comes into play beginnin at 3pm, when the rooms are to be ready.

But why? The hotel - any hotel - isn't telling you your room will be ready AT any specific time. They're telling you their official check-in time is after (not at) X. But if you expect the rooms to be ready at a specific time, why is the hotel - again, any hotel - not reasonable to expect you to be present to enact the transaction at that specific time?
Yes, I know all about the mess that would ensue from needing the staffing to check in each guest at exactly 3 PM or whatever - I've pointed it out myself several times. It's nice to see you agree it's unreasonable. But if you expect the hotel to be ready, the guest needs to be equally ready.

C) not all rooms are vacant on the same days thus there could never (or likely never) be a demand for 100% vacancy rate at check in time.

Again, I used Pop Century as my example. With 2,880 rooms, it's entirely conceivable that 400 rooms (actually 411) would turn over in a single day; September 29, 2007 over 1,000 rooms turned over. Yes, I believe it. I was there. One seventh of the rooms in any given hotel on any day is entirely reasonable.

 

[kaytieeldr]

Since when? Check in means that room must be ready at this time, you can "initiate transaction" after if you want or before, if you want, but your room will be awailable at check in time. There is no need to analyze it, it is a standart.

What is the - any - company's wording? Is check-in at 3 PM? Or is check-in after 3 PM? There's a big difference between the two words.