VWL Room Assignment at Check In Didn't Work For Us!

[chris1gill]

Well we have just come back from a long weekend at VWL & experienced the new policy of assigning rooms at check-in. Unfortunately we had a late flight into MCO & arrived at VWL around 11pm. As we were checking in, I was a bit concerned because the CM had to send someone over to verify that the room was clean. Anyhow the person reported back that the room was clean & we were given our assignment. We went over to the villa's with the Bell Services CM & went up to our floor (floor 2). When we got towards the end of the hallway I started smelling smoke, we were two doors from our assignment at that point. Well, we arrived at our room, the last room farthest from the elevator & opened the door. It was obvious to us that someone had just sprayed the room with a floral deodorizer in order to cover up the wicked strong odor of smoke By the way, I'd requested non-smoking due to medical reasons... My eye's & nose were running at this point & my daughter had the same problem (she has wicked breathing problems)... We went back out to the hallway while the CM called down for another room assignment, well there were NO MORE ROOMS in the resort anywhere, so back to the front desk we went. There was no way we could spend a night in the room, it had to be the worst smelling room I've ever been in, it's hard to imagine they rent a room out that smell's like that..

Back to the front desk we went, by now it's about 11:30... we went back down & the CM behind the desk apologized & said she didn't realize it was a smoking room... yeh right, I didn't believe that one.... the whole floor seemed to be smoking optiona... Oh well... so I talked to the manager on duty & told him I could under no circumstance stay in the room, I was sorry, but it could not be done & that I needed a non-smoking room due to medical issues.... he said he was in a pickle since there were no rooms to be had.... within about half an hour the CM behind the counter said they had called the Contemporary, the Poly, the BW & no rooms were available but that he was still calling around, at this point I said I didn't care & that we would just spread out on the couches in the lobby.... THEN, by a stroke of good luck, some guy came down to the desk & said his party did not show up & they didn't need their second room for the night!!! It was a non-smoking in the Lodge itself, but who cares, we were tired!!! We were given that room at about 12:30 & off we went, I never slept so good LOL....

By the way, I didn't care if they put us at the All Star's, I just simply wanted a room anywhere that I could sleep in, we really ARE NOT PICKY.....

Anyhow, Friday morning we went to Guest Services as instructed, stored our luggage which we hadn't unpacked & were told that our new room wasn't ready yet, but we were given keys & the phone number to call for later to check on the status of our room, this was at 10:30.... Well, it was a busy day, we headed over to Wide World of Sports to register our son for his Tae Kwon Do tournament & then we were off to Epcot for the food & wine fest... Anyhow we spent the day out & didn't get back to the Lodge until 8pm... we stopped by Guest Services to get our room number (since we never called the phone number to get it) & asked for our luggage to be brought.... and, off we went... we go to our new room which was right next to Guest Laundry on the first floor to find OUR KEYS DIDN'T WORK... yup, I suspect that our previously designated room that morning was given away & we were given yet another room which we didn't have keys too! I was actually a bit upset now... DH used the phone in the laundry room to call over to tell them our key's didn't work & we weren't coming back for new ones, they'd have to bring them over... luckily, the bell services guy came along with our luggage to let us in... by the way, he remembered us from the night before LOL... ugh.... anyhow, into the room we got by 8:30... our keys were brought over around 9:15... by the way, this makes for key numbers 12-16!!! Four keys each time they re-cut them... unbelievable....

The good news, is that the room was in great shape, I had no noise from the guest laundry & the view wasn't too bad... we enjoyed our stay once we actually had a room assignment with keys that worked!!! VWL is a beautiful resort, and we have another upcoming stay there at Christmas time... I don't think this is a DVC problem, I just think that between arriving late & having a medical condition, it was a really bad combination. I'm glad that we arrive in MCO in December at 10am, you can rest assure we are going straight over to the lodge to register.

By the way, I was really happy with the manager at WL, I thought he handled our check-in problems really well.... if anything I'm more upset that the keys that were cut the following morning didn't work that night.... why cut them if they're not going to work later in the day???

Well, this is very long winded, but I did want to warn those that have late arrival's...

 

[spiceycat]

in the future - when you make the room reservations - tell MS that you CAN'T be in a smoking room for medical reasons.

that puts you in the second session of rooms to be assigned.

I have the same problem - believe me in a smoking room - I sound like asthma....which is why I have problem with smokers on the balconies in non-smoking rooms - it just goes in the next room.

they assign rooms in this way - first handicapped rooms, then medical reasons, then everyone else. I would also call that day when you knew you won't be arriving until that night. So they definitely know you are coming. also tell the room controller (who you should have been transferred too - if the operator puts you at the front desk tell them the room controller) - that you have had problems before and you CAN'T have a smoking room. (or one that has been smoked in)

I am so sorry this happened. I don't understand people who smoke in a non-smokers room myself. if they need a smoke that bad how about being considered and going to where smoking is allowed at the resort....

 

[chris1gill]

Pat J, that really is a good idea, I should have called the day we were coming in & told them we'd be late, but that I still needed the NS room when we arrived....

We actually did reserve NS due to medical reasons & unfortunately that didn't affect the room assignment Bummer for us, but I'm now smarter, from now on for late arrival's I'll call in the morning.... thanks for the tip!

 

[Granny]

chris...that's quite a saga, and happy that it didn't go worse for you than it did. What a break with someone giving up a room at the last second.

Unfortunately, when a resort is at 100% occupancy...as WL and VWL evidently were...then someone has to get the handicapped rooms, someone has to get the stinky smoking rooms, and someone even has to get the dumpster view!

Possibly, someone else had been assigned that room and complained at the front desk and took another room that you might have had.

It is the reason that when we arrive late at night (which is almost every trip), we spend the first night off site and check in the next morning. No matter what the requests, no matter what the medical conditions, if they are down to one room, whoever comes in last is going to get it!

And that deal with the keys....well, we've heard that a few times before. It's happened to me at several hotels across the country, but I've been lucky so far with DVC. I guess it's a computer glitch (that catch-all excuse), but after your ordeal the night before, it was just heaping on the problems.

I'm glad to hear that the management there tried hard to accommodate you and meet your needs. In the long run, that's about all we can ask of them.

I'm hoping that the rest of your trip was a great one!

 

[Jillpie]

How were you charged for that first night? There must have been a big $ difference between a villa and a regular room?

 

[SimbaCub]

chris1gill it's not right you were assigned to a smoking room. I do realize arriving late you get the left overs after all the other people have checked in and the few complainers have messed things up for the room controller, but that's not an excuse for ignoring medical reasons. I specifically asked about this at the last VWL meeting almost a year ago--the annual meetings held in early December--and was told the first rooms given out are based on handicap access and non-smoking for medical reasons. They are not to deviate from that. I explained--without telling them where I had read this--many people do have medical issues and have it stated on their confirmation sheet and still end up with smoking rooms. I expressed my concern about this as I too have that on mine and while I have been lucky so far I know that it'll be my turn soon to get the dreaded smoking room. I was told the front desk manager or general manager if he/she is there at the time is supposed to find you a non-smoking room elsewhere on property which it sounds like they did for you. Please do write to MS and tell them of this. It sounds like they are going to have to address this problem sooner rather than later. I'm sorry to hear you had such a rough first night but am happy to hear you did have a better time after getting into a "proper" room!!

SimbaCub
VWL/SSR Nov/Dec 04

 

[spiceycat]

granny - if you are like me and can go to the HOSPITAL over an allergy problem - no - the resort should know that.

besides they would have a BIG problem with me - because before when I got assigned a room I didn't like I was told that the other rooms were RESERVED....

I would demand to know why my valid medical reason was not RESERVED...

this should not have happen - Chris first room was assigned according to medical reasons - he should have never be forced to accept a smoking room.

as far as the front desk not knowing it was smoking - that is down right silly.....maybe she was hoping he won't notice.....

he should not have charged any more for the lodge room and his points should have been returned for that night stay.

 

[chris1gill]

Pat J, you're absolutely right, the CM that checked us in KNEW that was a smoking room, no, make that a smoking floor unless it was her first day, which it wasn't... I'm certain that's why she went in the back to call Housekeeping & have them to go over to check the room out.... they sprayed the floral scented spray to try & cover the smoke, but, come on, you could smell it from two doors down the hall with the door closed!! It was, in fact the worst room I've ever smelled... I hope they used that air filter thingie to clean the room up before they tried to put someone else in there....

To answer the question about how we were charged, I think it was a wash, that WL room was going vacant that night anyways, so it didn't cost them anything other than housekeeping time. But, as I alluded to, they were trying all the different resorts on property to find ANY that had a NS room available, unfortunately Disney was really packed Friday night, so even that was taking great effort... I can only thank the manager for the work he put in, but ultimately the system as it stands could be improved for assigning of the rooms...

The rest of the trip went great, well with the exception of the keys not working on the next new room, that was the icing on the cake!

 

[Jillpie]

I guess what I was asking you was did they give that first night to you free, for the inconvenience of not getting the villa? It probably is too much to expect, but boy, at that hour I would have expected something...maybe room service in the morning? something for your troubles.

 

[CRSNDSNY]

chris1gill - I'm sorry you had such trouble with your room. So glad to hear it got straightened out and that you enjoyed your stay afterall. We fell in love with the Wilderness Lodge when we happened to stay there on a last minute trip last month but it didn't start out rosy.....

To make a long story short, the room we were given had a huge wet spot in the carpet. Thinking it was just from the last person dripping after a bath, we put a towel over it. Fast forward to 11:30pm. We got back to our room and the towel is yellow from the wet spot. DH tells the desk. I jump in the shower to find the tub isn't draining. 11:45 at night they're steam cleaning our carpet (think loud and we're exhausted) and someone's fixing our tub. This is rediculous and we just want to go to bed. DH talks to the manager and he was kind enough to allow us a room switch.

Now, I left a lot out. But my point is that after expressing to them the trouble we were having they saw my DH's point of view and switched our room. They even sent us a fruit basket the next day.

This was an amazingly beautiful and comfy resort that I cannot wait to go back to. I'm so glad they made things right.

 

[Granny]

Originally posted by chris1gill

To answer the question about how we were charged, I think it was a wash, that WL room was going vacant that night anyways, so it didn't cost them anything other than housekeeping time.

Even if you had a studio reserved, it costs much more to reserve a studio than a standard WL resort room. So I don't think it was a wash financially....Disney came out ahead. But they were trying to help, and personally I wouldn't have demanded a refund of points. Just my opinion.

Originally posted by spiceycat

granny - if you are like me and can go to the HOSPITAL over an allergy problem - no - the resort should know that.

Actually, my daughter has a medical condition very similar to yours, and so we put down NS for medical reasons.

But the fact is, whether we like it or not, as it stands today smoking or non-smoking is a request. It is not guaranteed, it is not a contractual obligation of Disney to provide us, it is simply stated as a request.

Unless there is a state law in Florida that supercedes our contracts, Disney is not obligated to provide a smoke free room even for medical reasons.

How do we know whether every non-smoking room that opened up that day might have been requested by someone citing medical reasons? It seems highly improbable, but not impossible.

I was just pointing out that the manager seemed to be trying to rectify a situation that was probably not caused by him or even his staff. Until DVD changes their booking policies, and goes to a guaranteed reservation (like Boardwalk View at BWV) then this problem will undoubtedly persist.

 

[chris1gill]

Jillpie, no, no compensation of any type, I was just glad we did get a room, it would have been nice if they'd comped us breakfast or something, but it wasn't offered & beggars basically can't be chosers...

CRSNDSNY, that was really nice of mgmt. to make up for your trouble...

I agree with Granny though, it's unfortunate that NS is not a guarantee even for Medical Reasons... I had visions of our having to get a room at the Day's Inn off property to get a room I could sleep in... it's unfortunate, but NS is just a request....

This is why when I stay at OKW I always do request a Handicapped room, they are guaranteed & are on the first floor, I don't think the wheelchair would make it up the stairs otherwise, because with my luck, even asking for first floor due to medical reasons would yield us a second story room!!!!

But, it doesn't hurt to call ahead, that's what I'll do from now on, so the suggestion was a really good one!

 

[DebbieB]

I would send a note to the member satisfaction manager (can't remember her name, she's new) explaining what happened. I think they need to revisit how they assign rooms under "room ready". It's a shame that late arrivals get stuck with the leftovers even if the reservation was made months ahead.

 

[CRSNDSNY]

Originally posted by DebbieB
It's a shame that late arrivals get stuck with the leftovers even if the reservation was made months ahead.

Yes, that hardly seems fair.

 

[MaryJ]

Originally posted by chris1gill
Pat J, you're absolutely right, the CM that checked us in KNEW that was a smoking room, no, make that a smoking floor

Just to clarify....while most of the second floor is smoking optional, not all of it is. On our first stay at VWL we stayed on the second floor in a NS room that faced the walkway. I believe that all the rooms on that side of the building on the second floor are NS.

 

[lenshanem]

http://www.disboards.com/showthread.php?s=&threadid=665339

http://www.disboards.com/showthread.php?s=&threadid=659631


Email MS. I just did. Nonsmoking especially for medical reasons should be guaranteed. I'll send in a doctor's note if I have to to be kept on file.

 

[JudithM]

Originally posted by DebbieB
I would send a note to the member satisfaction manager (can't remember her name, she's new) explaining what happened.

Carli D'Agostino is the DVC Member Satisfaciton Manager.

 

[Sammie]

Originally posted by lenshanem
http://www.disboards.com/showthread.php?s=&threadid=665339

http://www.disboards.com/showthread.php?s=&threadid=659631


Email MS. I just did. Nonsmoking especially for medical reasons should be guaranteed. I'll send in a doctor's note if I have to to be kept on file.

All they will guarantee is that they will try to get you in a NS room even for medical reasons. Most all requests to Disney for NS are medical now.

The bad part is we have been given NS rooms that have been smoked in by the previous guest.

 

[MiaSRN62]

Chris.....
Sorry you had to go through what you did at check-in (twice). In our case, there is no "medical" reason we request NS, but I'd be camping out in the lobby so fast if our room smelled as bad as you described. While I understand there is no guarentee for Disney to give us non-smoking rooms I'd never subject myself or my children to such a room. Can't they air them out better ? Get an air cleaner/ionizer ? I mean, you were checking in late.....they had hours to get the smell out instead of waiting until 11 pm to spray air freshner ? All I can say is I never would have slept in that room either just because I know it would make me physically sick.
Hope you enjoyed your visit otherwise !

 

[Granny]

Just to throw a little gas on the fire, I also think that more and more people are asking for NS and claiming a medical reason not because of allergies or asthma but because they don't like the smell of smoking rooms. I have no proof of that, but it would folllow from so many things I see in society today ("its all about me, or all about my family").

I know I've seen that as a suggestion on the resort board several months ago. It was a thread about smoking rooms, and how to avoid them. The person who suggested it got blasted, but you know there are way too many people who think like that.

I like the idea of providing a doctor's statement to have on a membership file at MS. And making NS a guaranteed category to anyone who has such a statement on file.