Total Nightmare @ Disney

[mousermerf]

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?

Out of the already well-above-rack-rate-for-similar-offerings-in-the-region rates that they charge?

The finances of the company are again - NOT - the problem of the guest.

 

[maxiesmom]

*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

Well if check in means you check in exactly at a certain time, why wouldn't check out be exactly at that time? You want it all black and white and exact. Then have it that way.

 

[maxiesmom]

Out of the already well-above-rack-rate-for-similar-offerings-in-the-region rates that they charge?

The finances of the company are again - NOT - the problem of the guest.

It is our problem if you know that they will either have to charge more or cut somewhere to provide a service. Money for projects or the every day running of the resorts doesn't come out of thin air. And closing you eyes and going lalalalalala I don't care just do it isn't realistic.

The money would have to come from somewhere. Are you willing to pay more or take a decrease in services to have an exact check in time? That is what it would all boil down to, as much as people would like to think otherwise. Disney isn't about to just throw more money at a problem they don't think exists to any major degree.

 

[kaytieeldr]

O please, your argument progressed from,

Argument progressed from? No, I simply disputed various points AS THEY WERE MADE. I can't dispute anything that hasn't been stated yet.

I do not change my mind about you defending Disney no matter what

Thank you. It's good to know that despite actual examples from hotels in no way connected to Walt Disney World cannot convince you that "check-in 3 PM" does not necessarily mean your room will be ready AT that time, you refuse to believe that this is an industry-wide policy and instead continue to believe I'm defending Disney.

Three points: first, Harrah's exists in cities other than Las Vegas and in states other than Nevada, so no, it's not that - as you suggested earlier - that maybe Las Vegas standards are lower; second, Harrah's has properties in a wide variety of price ranges, including starting at or above WDW's properties (and their star ratings are actual, not Disneyfied ); and finally, Marriott is worldwide - it's neither Disney-related nor Las Vegas-based.

 

[mousermerf]

It is our problem if you know that they will either have to charge more or cut somewhere to provide a service. Money for projects or the every day running of the resorts doesn't come out of thin air. And closing you eyes and going lalalalalala I don't care just do it isn't realistic.

The money would have to come from somewhere. Are you willing to pay more or take a decrease in services to have an exact check in time? That is what it would all boil down to, as much as people would like to think otherwise. Disney isn't about to just throw more money at a problem they don't think exists to any major degree.

Do you have any idea how much those resort managers are paid? How about cutting their salary to employ a few more mousekeepers? That seems like a great solution, especially considering the amount of work required by each party involved.

Still, it is not the responsibility of the guest to worry about the finances of the resort.

 

[maxiesmom]

Still, it is not the responsibility of the guest to worry about the finances of the resort.

You don't have to worry about it, but you better believe it would affect you.

Unfortunately it comes as no suprise that people want something, but they also want to be blind as to what it would cost them.But as my dad would say, "You don't get something for nothing, Santa Clause is dead." Want something more from Disney that you are not getting? Know for sure that you will pay for it, one way or another.

 

[dqpowell]

Well if check in means you check in exactly at a certain time, why wouldn't check out be exactly at that time? You want it all black and white and exact. Then have it that way.

I'm not sure if you missed or ignored my previous posts about this... it's been a long thread and it would have been easy to miss them. But I have some free time right now so I guess I'll answer... note that all of this was already covered previously.

A check-in time is an industry standard term meaning the time the guest can take occupancy of their room. When a guest attempts to check in at the stated check-in time (or after, understanding that "after" begins one second following the stated time) but is told they can't get into their room, then the hotel or resort has failed to meet the standard. It is a failure on the part of the hotel or resort.

Exceptions to this should (and usually are) stated explicitly by the hotel or resort. Nonetheless, that is the standard meaning of the term, and it appears that WDW resorts are missing this target quite often.

Check-out time is also an industry standard term meaning the time the guest must be out of their room. When guests have not left the room by the stated check-out time, they have failed to meet the standard. Note here that I'm not doing what you accuse me of doing -- having one standard for guests and another for Disney. Guests really should be out by the time the stated check-out time arrives.

It is in this middle period between check-out and check-in time that the rooms should be prepped. Disney has defined this as a four hour window, and as such should staff appropriately to ensure that all of the required rooms are cleaned and ready for 3 pm check-in.

If check-in time is supposed to mean what you and some others on this thread claim, then how is it any different than any other time of day? If I try to check in at 10 AM, I may be able to take occupancy of my room or I may have to wait until a later time. This is fair and reasonable, since my stated check-in time isn't until five hours later.

However if I try to check in at 3:30 pm, as things currently stand, I may be able to take occupancy of my room or I may have to wait until a later time. This is neither fair nor reasonable, because the stated check-in time was 3 pm. This is a failure on Disney's part. If you consider this a fair and reasonable situation, then what is the point of specifying 3 pm for check-in? It's exactly the same whether I try checking in at 10 am or 3:30 pm. I must wait until some later time to occupy the room.

David

 

[jayandstacey]

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.

So you use your cell and call from the lobby at 3:01. The hotel gets fined at 3:02. Then you walk up to the front desk again at 3:03 and...guess what? No room!

Notice that the remedy here is still NOT TO GIVE YOU A ROOM. They can't create one out of thin air and no fine will make one appear if it simply doesn't exist.

Everyone gets that not having your room ready at 3pm is bad business. But it isn't illegal or a breach of contract (at least none I've seen). They have differing policies on compensating you - but compensating IS upholding the contract, and the deal ends there.

You still may not have a room.

 

[kaytieeldr]

David, I totally agree with you. It is like talking to a wall. Now she ignores

Ah, no, I wasn't ignoring anything. I didn't know I had to immediately respond.

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 don't either Frankly, if the policy is X and the hotel gets fined for not complying with the policy because someone - especially someone who, on their previous ten visits, got access to the room between two and five hours early each time - chooses to complain to corporate guest services, well, I guess there's not much that can be done about this sort of guest... except to make note of them and be sure there's a room ready next time. As maxiesmom points out, that guest would likely also be noted to not have a room ready any earlier than exactly check-in time.

Out of the already well-above-rack-rate-for-similar-offerings-in-the-region rates that they charge?

It may be 'well above rack rate' of other hotels in the area, but there aren't similar hotels in the area; and people choosing to pay Disney's rack rate or frequent discounted rates are doing so as, ideally, informed consumers. But do you really know what any hotels rack rate is, other than the WDW properties? Not their published standard rates, but their rack rates? Are you sure?

 

[Suellen]

Still going.

First of all.... Disney is going to fine a Disney resort? Disney, pay Disney X amount of dollars for not having the room ready. Ouch that hurt. Bet they won't do that again. It isn't like these hotels are franchised. Come on now.

Secondly ~ 3:00? Aren't most of the posted times 4:00PM? I know ours is and this past trip we had a split stay. First room AKV ready at 1:00PM ~ second room BWV ready at 11:00AM WHEN I checked in.

Do I have a problem with 4:00? No. Do I have a problem with 4:30? Not really. Depends on the circumstance I guess. Most times I drop my stuff and don't return to the resort until after 8:00. However while traveling with an infant I depended on the check in time.

I have to admit I have never had a problem with rooms being ready at Disney but have elsewhere.

Enjoy your debate!

Third.... OP didn't even complain about checkin time and room being ready that was hijack poster.

 

[mousermerf]

Ah, no, I wasn't ignoring anything. I didn't know I had to immediately respond.

I don't either Frankly, if the policy is X and the hotel gets fined for not complying with the policy because someone - especially someone who, on their previous ten visits, got access to the room between two and five hours early each time - chooses to complain to corporate guest services, well, I guess there's not much that can be done about this sort of guest... except to make note of them and be sure there's a room ready next time. As maxiesmom points out, that guest would likely also be noted to not have a room ready any earlier than exactly check-in time.

It may be 'well above rack rate' of other hotels in the area, but there aren't similar hotels in the area; and people choosing to pay Disney's rack rate or frequent discounted rates are doing so as, ideally, informed consumers. But do you really know what any hotels rack rate is, other than the WDW properties? Not their published standard rates, but their rack rates? Are you sure?

I worked for the Unofficial Guide and did test hotel stays that included checking the thread count of sheets. I know what rack rate for similar accommodations with similar amenities and quality levels are.

 

[kaytieeldr]

Exceptions to this should (and usually are) stated explicitly by the hotel or resort. Nonetheless, that is the standard meaning of the term, and it appears that WDW resorts are missing this target quite often.

Genuinely serious question: Are they? Truly? Walt Disney World has 27,000 rooms; it's entirely conceivable that over 3,000 rooms would have newly-arriving Guests each day. How many Guests actually can't get access to their rooms at/by 3 PM? Sure, we hear from the ones who can't - but we never hear from anyone who can, or who doesn't care.

I don't dispute it happens, but I strongly disagree it happens "quite often".

 

[maxiesmom]

I'm not sure if you missed or ignored my previous posts about this... it's been a long thread and it would have been easy to miss them. But I have some free time right now so I guess I'll answer... note that all of this was already covered previously.

A check-in time is an industry standard term meaning the time the guest can take occupancy of their room. When a guest attempts to check in at the stated check-in time (or after, understanding that "after" begins one second following the stated time) but is told they can't get into their room, then the hotel or resort has failed to meet the standard. It is a failure on the part of the hotel or resort.

Exceptions to this should (and usually are) stated explicitly by the hotel or resort. Nonetheless, that is the standard meaning of the term, and it appears that WDW resorts are missing this target quite often.

Check-out time is also an industry standard term meaning the time the guest must be out of their room. When guests have not left the room by the stated check-out time, they have failed to meet the standard. Note here that I'm not doing what you accuse me of doing -- having one standard for guests and another for Disney. Guests really should be out by the time the stated check-out time arrives.

It is in this middle period between check-out and check-in time that the rooms should be prepped. Disney has defined this as a four hour window, and as such should staff appropriately to ensure that all of the required rooms are cleaned and ready for 3 pm check-in.

If check-in time is supposed to mean what you and some others on this thread claim, then how is it any different than any other time of day? If I try to check in at 10 AM, I may be able to take occupancy of my room or I may have to wait until a later time. This is fair and reasonable, since my stated check-in time isn't until five hours later.

However if I try to check in at 3:30 pm, as things currently stand, I may be able to take occupancy of my room or I may have to wait until a later time. This is neither fair nor reasonable, because the stated check-in time was 3 pm. This is a failure on Disney's part. If you consider this a fair and reasonable situation, then what is the point of specifying 3 pm for check-in? It's exactly the same whether I try checking in at 10 am or 3:30 pm. I must wait until some later time to occupy the room.

David

Disney does in fact let you check in without taking ownership of your room. They offer it as a perk in fact!

By the way, I totally get what you are saying. But it has been my personal experience that Disney does not think that way. I have had them tell me check in time is approximate. Though it has never bothered me the way it appears it bothers some people.

I really would like to know what your idea would be for Disney funding additional housekeepers to turn over the rooms fast enough. From other posts, it seems that they have cut way back on their number, so I'm using that as the best guess example of what the problem is. Do you honestly think Disney would cut pay? Can they even do that? I thought they were unionized? Should they raise rates to pay for it? Or maybe start charging for DME?

I just don't think there is any way Disney would hire more housekeepers in order to flip rooms faster without passing that cost along to us, the guests. What in your opinion would be the best way for them to pay for this?

 

[mousermerf]

So you use your cell and call from the lobby at 3:01. The hotel gets fined at 3:02. Then you walk up to the front desk again at 3:03 and...guess what? No room!

Notice that the remedy here is still NOT TO GIVE YOU A ROOM. They can't create one out of thin air and no fine will make one appear if it simply doesn't exist.

Everyone gets that not having your room ready at 3pm is bad business. But it isn't illegal or a breach of contract (at least none I've seen). They have differing policies on compensating you - but compensating IS upholding the contract, and the deal ends there.

You still may not have a room.

Disney resorts have a list of things they're supposed to do and things they can give you to make up for screwing up.

First off, they can bump up your room to a higher level or even a higher level resort all together. After that, once in said room to apologize, they have an exhaustively long list of hospitality items they can give to you, which can also be in addition to discounting your rate on the room.

My personal fave is the chocolate box (yes, made of chocolate) of chocolate truffles with an apology note that states how valuable of a guest you are. That can include chocolate covered tuxedo strawberries and possibly a bottle of wine.

That's just one of many for reference.

 

[mousermerf]

Disney does in fact let you check in without taking ownership of your room. They offer it as a perk in fact!

By the way, I totally get what you are saying. But it has been my personal experience that Disney does not think that way. I have had them tell me check in time is approximate. Though it has never bothered me the way it appears it bothers some people.

I really would like to know what your idea would be for Disney funding additional housekeepers to turn over the rooms fast enough. From other posts, it seems that they have cut way back on their number, so I'm using that as the best guess example of what the problem is. Do you honestly think Disney would cut pay? Can they even do that? I thought they were unionized? Should they raise rates to pay for it? Or maybe start charging for DME?

I just don't think there is any way Disney would hire more housekeepers in order to flip rooms faster without passing that cost along to us, the guests. What in your opinion would be the best way for them to pay for this?

Check in is 3pm and 3pm means 3pm. That is Disney policy and any other statement is in violation of that policy and should be reported.

 

[dqpowell]

Genuinely serious question: Are they? Truly?

I did qualify my statement by saying it appears that they're missing the target quite often. I'm basing that on DIS user reports here and on the resorts subforum. I'll readily admit this is not a scientific sample.

Sure, we hear from the ones who can't - but we never hear from anyone who can, or who doesn't care.

A good point, and one I've made many times before on this and other (non-Disney-related) forums.

I don't dispute it happens, but I strongly disagree it happens "quite often".

Okay, for the moment let's ignore the "quite often" conjecture.

Most of the argument over the past 20 or 30 pages has not been about whether it happens often or not. It has actually been about whether Disney should be faulted when it happens or not. That's "faulted" in a vague sense. I'm not for demanding some kind of ridiculous compensation when it happens. But if they can't have some reasonably high success rate at 3 pm (or 4 pm, as the case may be) they should either staff up to improve their success rate, or change the stated check-in time.

David

 

[jayandstacey]

Disney resorts have a list of things they're supposed to do and things they can give you to make up for screwing up.

First off, they can bump up your room to a higher level or even a higher level resort all together. After that, once in said room to apologize, they have an exhaustively long list of hospitality items they can give to you, which can also be in addition to discounting your rate on the room.

My personal fave is the chocolate box (yes, made of chocolate) of chocolate truffles with an apology note that states how valuable of a guest you are. That can include chocolate covered tuxedo strawberries and possibly a bottle of wine.

That's just one of many for reference.

Agreed, few will complain about an upgrade, but it would seem some don't understand (not you) the mechanism of how that upgrade happened - there was never a room that was "theirs".

I think what's up for debate here is when you arrive at check-in time and there's NO room available.

I'm saying it sucks and the person should be compensated, regardless of the Ts & Cs - Disney is very good at that. But it is still possible that a room doesn't materialize - and so long as you accept their peace offering, there's no obligation to still give you a room.

 

[maxiesmom]

Most of the argument over the past 20 or 30 pages has not been about whether it happens often or not. It has actually been about whether Disney should be faulted when it happens or not. That's "faulted" in a vague sense. I'm not for demanding some kind of ridiculous compensation when it happens. But if they can't have some reasonably high success rate at 3 pm (or 4 pm, as the case may be) they should either staff up to improve their success rate, or change the stated check-in time.

David

Can you think of any way we can all find out how often it really happens? I would like to see the percentages, and try and figure out how much more it would really cost to have sufficent housekeeping to flip the rooms fast enough. And if that alone would solve the problem, or would they have to do something else, like start denying requests for late check outs. I wonder how big the problem is really. We all know how the Disboards can blow up a small problem to a ginormous one!

 

[mousermerf]

Just to clarify, no room means no room anywhere at the level you booked or above anywhere at a Disney resort.

Disney has a specific list of who-goes-where-and-when in those situations, and even All Star Music rooms on discount rate will start ending up at the true 4 star hotels in Orlando with shuttle service on-demand to Disney - with Disney paying out of pocket for it all (and refunding your base room rate).

The problem being, the resort will desperately try to get you to accept a lesser offer so they don't have to fork out the cash.

 

[mousermerf]

Can you think of any way we can all find out how often it really happens? I would like to see the percentages, and try and figure out how much more it would really cost to have sufficent housekeeping to flip the rooms fast enough. And if that alone would solve the problem, or would they have to do something else, like start denying requests for late check outs.

I've had late check out denied. They have multiple levels of late check out as it is, and once a certain point is reached it is their policy to charge fractional room rates or altogether toss you out.