Total Nightmare @ Disney

[KellyNY]

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.

If you check any travel site, check in IS at, not After particular time. Check in by definition is a moment when room becomes available to a guest. It is not a time frame, it is a particular moment. I actually posted business dictionary definition of hotel check in, it is still somewhere on this thread.

P.S. BTW, Disney has a privilege of knowing when at least half of their guests arrive, from ME. They can always set some rooms to be cleaned later for late arrivals and nobody will know those rooms were not cleaned by 3PM. But at the same time they have enough of info to know how many rooms should be ready by check in and there is no excuse for failure.

 

[KellyNY]

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.

But aren't they suppose to be ready to clean 2,800 rooms anyway? How 411 rooms changed the total number? Did people unexpectadly checked out, leaving a total disaster at each and every room and 411 new people unexpectadly moved in? If they could not handle it, there is only one explanation, poor management.

 

[Leajess99]

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.

In my situation, I made a reservation to pick up a car at 9 am. At no time was I notified that they did not have a car available even though there was a reservation. Enterprise had higher class of cars but I was informed that I needed to come back at 1 pm to get a car. That is bad business practice regardless. This is a local enterprise not an airport one.

 

[dqpowell]

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.

Only if you consider one second to be a 'big' difference. In reality, and by industry standards, there is no practical difference between "at" and "after" when it comes to check-in time.

David

 

[d1gitman]

... there is only one explanation, poor management.

 

[d1gitman]

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. 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.

Bottom line is this...Disney knows what dates guests are arriving and departing. That means they know what and when to plan (aka, staff up) for arrivals. Sure there are probably a few, very very few, amount of guests that book and arrive the same day or decide to extend their stay. I doubt this is where the problem lies.

Knowing what dates people arrive and depart is all they need to know. They then have a window of 4 hours, 11am to 3pm, to get enough rooms ready for arriving guests. There is no mystery to this, it's not rocket science, it's simple planning and management.

As far as the ridiculous notion that the room only has to be available at 'some time' after 3pm, that is pure horsehockey. The check out time of 11am isn't exactly a willie nillie thing. "gee, i think i will stay till 12:00 or 1:00"...that doesn't fly with the hotel industry. pretty much 11am checkout is expected to be 11am checkout. Sure, if you are in the room at 11:15 or 11:30, i don't think the room police are there to escort you out. Point being, they most certainly do expect you to be out by 11am. Thus we most certainly expect to be able to check in at 3pm.

I don't care if you say "check in at 3pm" or "check in after 3pm" it's all the same and nothing but semantics to state otherwise. If check in were 'after' 3pm, then state what that mystical time is...i thought so.

i guess it's just arguing with...

 

[Bullseye]

We always arrive at the resort by noon and every year except one our room was ready when we got there. Two years ago we got to CS and the room wasn't ready. We went back to check in at 3pm, room still isn't ready and we're told "check-in is after 3pm, but your room is not guaranteed until 5pm," which is news to me and what does that mean anyway?

So we wait until 6pm before I finally go back up to the desk to complain and we finally get a room. By the time we got out to the park, the first day of vacation was basically lost. That was a real bummer but I don't take it for granted though that most years we are accomodated hours before we have to be.

 

[kaytieeldr]

Point being, they most certainly do expect you to be out by 11am

BY 11, sure. Not necessarily AT 11. So it's entirely reasonable that not all rooms can be available at exactly 3 PM, and if you read Bullseye's experience, you'll even see that the actual - not printed - policy is, indeed, after 3 PM. And no, that's NOT restricted to Walt Disney World resorts.

We always arrive at the resort by noon and every year except one our room was ready when we got there. Two years ago we got to CS and the room wasn't ready. We went back to check in at 3pm, room still isn't ready and we're told "check-in is after 3pm, but your room is not guaranteed until 5pm," which is news to me and what does that mean anyway?

It stinks that this happened to you - but it does demonstrate that there's definitely a difference between a printed "Check in: 3 PM" and actuality. A company representative - a Cast Member, in this case - stating "check-in is after 3pm..." is basic fact. I could explain what '...not guaranteed [to be available] until 5pm means but I'm tired of people telling me I'm wrong.

d1gitman said earlier on this page the problem could be easily resolved by scheduling one more person per building... great, if you HAVE those persons to schedule. I was serious with my suggestion of a temp business for hotel housekeepers. I know the economy stinks and people are out of work - but do you think there are a lot of spare housekeepers trained and sitting around waiting to be called into work as needed?

 

[KellyNY]

BY 11, sure. Not necessarily AT 11. So it's entirely reasonable that not all rooms can be available at exactly 3 PM, and if you read Bullseye's experience, you'll even see that the actual - not printed - policy is, indeed, after 3 PM. And no, that's NOT restricted to Walt Disney World resorts.

OMG, so we have to accept lame service as "actual policy" and ignore "printed aka legal agreement", really? C'mon.

It stinks that this happened to you - but it does demonstrate that there's definitely a difference between a printed "Check in: 3 PM" and actuality. A company representative - a Cast Member, in this case - stating "check-in is after 3pm..." is basic fact. I could explain what '...not guaranteed [to be available] until 5pm means but I'm tired of people telling me I'm wrong.

It demonstrates that Disney is breaking rules and I really not sure how you can possibly explain 5PM. Maybe it is time to stop defending Disney when it is obviously wrong.

d1gitman said earlier on this page the problem could be easily resolved by scheduling one more person per building... great, if you HAVE those persons to schedule. I was serious with my suggestion of a temp business for hotel housekeepers. I know the economy stinks and people are out of work - but do you think there are a lot of spare housekeepers trained and sitting around waiting to be called into work as needed?

Yes, there are lots of people who will be willing to clean rooms, is 30 min enough to learn how to clean toilets and change beds, we all do it at home, don't we. You do not have to have certificate for that. THere are plenty of agencies I can call right now to clean my appartment, is hotel much different or Orlando has no people without jobs. But why I even say it, Disney fired people, do you think they will actually spend money, doubtful.

.

 

[kaytieeldr]

It demonstrates that Disney is breaking rules and I really not sure how you can possibly explain 5PM. Maybe it is time to stop defending Disney when it is obviously wrong.

I don't know how I can make it clear that I'm not defending Walt Disney World, but merely stating industry standards, except to keep repeating that what I state isn't limited to Walt Disney World.

Perfect example: I'm looking for a room in Las Vegas. I'm on Harrah's mobile site, such as it is. Right on the booking page, they state, "At some locations, your room may not be ready until 6 PM". Check-in time? 3 PM. Room ready? Maybe not until 6 PM.

Harrah's doesn't own Disney, Disney doesn't own Harrah's. Some members of the general public may hold stock in both companies, whether individually or through mutual funds - but the two companies don't collaborate. It's not a big plot. It's just fact.

Yes, there are lots of people who will be willing to clean rooms, is 30 min enough to learn how to clean toilets and change beds, we all do it at home, don't we. You do not have to have certificate for that. THere are plenty of agencies I can call right now to clean my appartment, is hotel much different or Orlando has no people without jobs. But why I even say it, Disney fired people, do you think they will actually spend money, doubtful.

We all do it at home - and we all have different standards. Do you want someone cleaning your about-to-be room to their standards... or to Disney's? I'd rather wait a little extra time.

 

[jayandstacey]

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?

No, I'm not happy, but I understand the tradeoff. It is a simple one:

We share the risk of loss: They risk me not showing up, and I risk them overbooking or not supplying me a room for whatever reason. I'd say that generally, they have WAY more people as no-shows than the number of people that they stiff.

A grocery store advertises apples - you get there and they are out. Did the advertisement guarantee you an apple?

You place a reservation but don't pay entirely for it. Does that guarantee you will show up? No. So should it guarantee that you'll get your reserved item? You have a reasonable expectation of one, but not a guarantee. When reserving, you're trading in reasonable expectations.

Of course, we also have the right to be disappointed and to never patronize that company/place again. That's part of the risk they face if they don't deliver a room - but there are times when the cost of your lost business is simply less than the cost of "making you whole" by, say, booking you a room in another hotel or a car with another company.

Which brings up another subject, the fact that part of the "cost" of losing you is tied to your loyalty history. If you are a frequent customer, you'll be less likely to lose your reservation as the hotel/car company knows the cost of losing you is MUCH higher than the cost of losing the once-a-decade price shopper.

Again, I'm not saying it doesn't stink or cause disruption or any of that - rather that its good to know what risk you're walking into when making such a reservation. It is slight, but it does exist.

 

[jayandstacey]

BY 11, sure. Not necessarily AT 11. So it's entirely reasonable that not all rooms can be available at exactly 3 PM, and if you read Bullseye's experience, you'll even see that the actual - not printed - policy is, indeed, after 3 PM. And no, that's NOT restricted to Walt Disney World resorts.

Right. If you watch, the cleaning crew starts early in the morning and goes throughout the day - again, this is a statistical game - they COUNT on an average number of people leaving early so the crew can get the rooms cleaned early, and then have more crew coming as 11 nears.

The unavailability of a room could be due to any number of causes:
1. The unexpected extension of some stays
2. The unexpected late checkouts of some guests
3. The unexpected removal of some rooms from availability (like the guest ruins the room)
4. The unexpected (yes) overbooking of the hotel
5. The unexpected early arrival of guests checking in.

It works just like a restaurant - I make a reservation but don't have a particular table set aside. If EVERYONE seated before stays in their seats for 2x the normal time, guess what, maybe I don't get my reservation. It happens. While disappointing, there isn't an expectation that the place would set up a table in the hallway - or kick out a prior diner. It just happens.

I think there are two ways to minimize the risk from a consumer standpoint:
1. Book with a frequent guest pass, or through a travel agent, or through your company. Do what you can to show that your stay is tied to more than just a "one night stand"
2. Arrive early, even before check-in time. You probably won't have a room ready, but you;ll be on the "list" of people who are now in the lobby and you'll more likely get a room.

Translated - I'm always most worried when I book alone and show up fairly late in the day.

 

[jayandstacey]

It demonstrates that Disney is breaking rules and I really not sure how you can possibly explain 5PM. Maybe it is time to stop defending Disney when it is obviously wrong.

It is common, everyday usage (not policy or fine print) that "check out 11am, check in 3pm" means check out BY 11am and check in STARTS 3pm. No different than a party invitation, curfew or other such usage of times.

It is good business to have a rooms ready for guests when the check-in period starts - we agree on that - but there's no rule broken there, only your expectation if you bring that with you at 3pm. Not meeting your expectation - yes. Wrong - no.

 

[KellyNY]

I don't know how I can make it clear that I'm not defending Walt Disney World, but merely stating industry standards, except to keep repeating that what I state isn't limited to Walt Disney World.

Perfect example: I'm looking for a room in Las Vegas. I'm on Harrah's mobile site, such as it is. Right on the booking page, they state, "At some locations, your room may not be ready until 6 PM". Check-in time? 3 PM. Room ready? Maybe not until 6 PM.

Harrah's doesn't own Disney, Disney doesn't own Harrah's. Some members of the general public may hold stock in both companies, whether individually or through mutual funds - but the two companies don't collaborate. It's not a big plot. It's just fact.

We all do it at home - and we all have different standards. Do you want someone cleaning your about-to-be room to their standards... or to Disney's? I'd rather wait a little extra time.

Some hotels provide lame service, Disney or not but it does not change standarts. Sorry but I think you lowered your expectations and accept breaking of contract as a new standart or you understand nothing about check in procedures, or you just blindly defend Disney no matter what, whichever you prefer.

As for cleaning standarts, so you believe they cannot possibly explain and show on a brief 30 min orientation what needs to be done. Do you really believe there is a 2 weeks training for mousekeeping and btw existing mousekeeping is not always on a level, is it a Disney standarts? It is obvious that all those problems are easily solved with money and planing which Disney does not want to spend. And maybe if they push us long enough, we accept their way, just like you did, or we will stay offsite next time, just like I plan.

 

[jayandstacey]

It is obvious that all those problems are easily solved with money and planing which Disney does not want to spend. And maybe if they push us long enough, we accept their way, just like you did, or we will stay offsite next time, just like I plan.

Agreed. Almost any business problem can be solved with enough money. Any company could make every customer happy in every circumstance but that company wouldn't last long. The money has to come from somewhere - either you pay more, or they make less.

Going offsite is your choice and right. But offsite places don't do it any differently. In fact, it is the higher-end more expensive places that are pocketing more profit margin, which is to say that as the prices go up, YOU are bearing more of the cost of ensuring a room is ready for you at checkin.

Make no mistake - no matter where you go, you only have a probability of such a room, not a guarantee.

 

[mousireid]

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!

 

[flicx]

Room should be ready at three or they didn't meet the standard period! Anything less is not acceptable!

 

[Bullseye]

Would you be willing to give up being in your room any earlier than 3pm if you could be guaranteed to be in exactly at 3pm?

In other words, no give and take. You can't check in early and in return Disney must have your room ready at 3pm?

Not me! Most years I'm in the room by noon and in the parks by 2pm so I'm not gonna make too big an issue when I don't get in at 3pm one year!
The thing is when you book your trip they only show you "check in at 3pm", you have to read the small print to know 3pm doesn't mean "in the room". Thats what's misleading, just tell me straight up when I'm guaranteed to be in a room so I can plan accordingly.

 

[kaytieeldr]

Some hotels provide lame service, Disney or not but it does not change standarts. Sorry but I think you lowered your expectations and accept breaking of contract as a new standart or you understand nothing about check in procedures, or you just blindly defend Disney no matter what, whichever you prefer.

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

I don't know how I can make it clear that I'm not defending Walt Disney World, but merely stating industry standards, except to keep repeating that what I state isn't limited to Walt Disney World.

Perfect example: I'm looking for a room in Las Vegas. I'm on Harrah's mobile site, such as it is. Right on the booking page, they state, "At some locations, your room may not be ready until 6 PM". Check-in time? 3 PM. Room ready? Maybe not until 6 PM.

Harrah's doesn't own Disney, Disney doesn't own Harrah's. Some members of the general public may hold stock in both companies, whether individually or through mutual funds - but the two companies don't collaborate. It's not a big plot. It's just fact.

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

 

[bwilcox]

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.

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