Just a quick warning to any AKL refugees that maybe around. We are at WDW now. We were to have checked into the AKL this AM, we had a standard Kilimanjaro Club room booked. I got the call 1 week ago today that we were going to have to move...we were told that we would have a 14th floor room with theme park view at the CR tower. We were to leave town the next AM (we had been at the BCV all week prior to moving here) and the "relocator" told me he would send me an email confirming the new room....alas, no email. When I checked on line the AM we left town the new reservation showed up but instead of a 14th floor room it was listed as Atrium Club room (12th floor, but still concierge, so OK with me).
DH and I came over this AM to check in and it was a nightmare. First they wanted to charge us an additional $450 for the 3 night stay and did not even have us booked for club level (they were going to put us in a bay view room on the 5th floor, not club level and charge us an additional $450). It took us over an hour of standing at the front desk to get it worked out. The CM kept going into the back, would be gone for literally 15 to 20 minutes while we just stood there and then come out with something else messed up. Of course I had nothing from guest services except the name of the man I spoke with the day before we left, so we got the distinct impression that the CM thought I was just trying to pull one over on them. We asked twice to speak with a manager, but one never emerged from the back area (or anywhere else for that matter)
Good news is after exactly 72 minutes at the desk they "found the problem" and "gave" us an Atrium Club room with MK view on the 12th floor. The bad news is that in spite of the fact that I had remained the picture of decorum throughout the hour we waited, and was as polite as could be no one ever so much as said "We're sorry for the confusion or delay"....they acted like we had set out to create chaos and confusion!!
I said all of this to say....any of you that have been relocated from AKL...I would STRONGLY suggest you have your new arrangements AND rates in writing before you leave home. Because for a while there it was my word against what the clerk was seeing on her screen and I was not at all sure we were going to be able to reach a satisfactory solution!
BTW....the room and view are very nice!! And I love having internet access in the room and the online concierge!!
DH and I came over this AM to check in and it was a nightmare. First they wanted to charge us an additional $450 for the 3 night stay and did not even have us booked for club level (they were going to put us in a bay view room on the 5th floor, not club level and charge us an additional $450). It took us over an hour of standing at the front desk to get it worked out. The CM kept going into the back, would be gone for literally 15 to 20 minutes while we just stood there and then come out with something else messed up. Of course I had nothing from guest services except the name of the man I spoke with the day before we left, so we got the distinct impression that the CM thought I was just trying to pull one over on them. We asked twice to speak with a manager, but one never emerged from the back area (or anywhere else for that matter)
Good news is after exactly 72 minutes at the desk they "found the problem" and "gave" us an Atrium Club room with MK view on the 12th floor. The bad news is that in spite of the fact that I had remained the picture of decorum throughout the hour we waited, and was as polite as could be no one ever so much as said "We're sorry for the confusion or delay"....they acted like we had set out to create chaos and confusion!!
I said all of this to say....any of you that have been relocated from AKL...I would STRONGLY suggest you have your new arrangements AND rates in writing before you leave home. Because for a while there it was my word against what the clerk was seeing on her screen and I was not at all sure we were going to be able to reach a satisfactory solution!
BTW....the room and view are very nice!! And I love having internet access in the room and the online concierge!!
). But once they start treating me as though the fault is mine - ooooooooh, grrrrrrrr. That makes my blood pressure just go ZING! 
I would send a letter to both the GM and the person over resorts.
I know i would have lost my cool after 30 minutes as that seems to be my threshhold for dealing with incompetence from any business that puts me & my family through this while on vacation. I pride myself on dealing with people in an extraordinary manner. When someone at WDW treats me like you were treated, at the VERY LEAST i'd expect an apology. I work for a bank and i end up apologizing for stuff that wasn't even the banks fault. It's sometimes a necessary evil to take the blame and show the customer you're they're advocate and are ready to do anything possible to make their magical trip just that, magical.
Shame on the manager for not going out to talk to you and apologize for the inconvenience.
Well I am glad that you got it straightened out and how awesome of you to post this so others will know to document exactly what they have been promised.
