We got towel animals but....

[Sammie]

I would say that the OP has some valid complaints: (1) Her disabled family was given a room in the building farthest from the food court and (2) it wasn't cleaned for their special needs and (3) landscape maintenance didn't allow them to rest properly and (4) fertilization left an unpleasant odor.

Personally, I would expect them to place me in a different building. If a different building was not available, I would expect to be moved to a different resort.

If those buildings were filled with other guests when they arrived, do you expect Disney to move them?? Would you be willing to move out of your room so someone else can be closer than you?

The only complaint I see that is legitimate is the room cleaning.

I do have to agree that some of the responsiblity in booking accomidations that fits ones needs and wants belongs to the guest. If you have allergies then a resort with outside doors is not the place to book. Also a place that is very spread out, is not the place to be if you need to be close to other areas. POFQ would be a much better choice or a hotel with interior corridors and a central lobby.

I am sorry, and flame if you must, but many complaints lately on this forum seem to be more about the lack of adequate planning on the part of the guest and less about what Disney is doing or can do.

If I have trouble walking I am not going to book Caribbean Beach, then complain and expect to be moved to a deluxe resort.

 

[lovethattink]

How do you contact special assistance? We've never had to do that, but we always get a garaunteed non-smoking room because of ds's severe asthma. And the summer he had broken his foot in 4 places, they just gave us bld 14. We have stayed at POR 6 times in the last year and a half. Of those 6 stays, we had one bad experience. It was an unclean, filty, moldy room. The other 5 stays have been fantastic. In July we stayed in bld 90. I requested it and got it. We were on the 1st floor, and they were repairing the roof. We did not hear any of that noise. All the work was done from mid morn until late afternoon. Usually while we were swimming.

Back when they were doing the refurbishment of the rooms, they worked at the same times. You could hear the banging and hammering and workers talking from a distance. But hey, look at the end results!

It's not just at the moderates where work is being done. I remember months of scafolding (?spelling) and work being done on the GF. It looked nasty. Those guests paid top dollar and so much of it was under construction.

Once we were at the boardwalk and they gave us someone else's room. After we were moved in, they called to tell us their mistake. They sent 6 CM to help us repack and move out. Mistakes happen. They are inconvenient. Sometimes Disney bends over backwards to correct mistakes and sometimes not.

I think the OP should have taken up the issue of being so far from the food court, before going to the room. There was a valid reason for needed to be close. Perhaps if nothing was available there, with persistence and patience, they could have moved them to another resort.

 

[tlev]

I am sorry, and flame if you must, but many complaints lately on this forum seem to be more about the lack of adequate planning on the part of the guest and less about what Disney is doing or can do.

If I have trouble walking I am not going to book Caribbean Beach, then complain and expect to be moved to a deluxe resort.

I agree, it sometimes seems as if maybe people are expecting too much from Disney. Some of the resorts are HUGE, and some people will have to be far from the center, especially in crowded times.

We were at the Poly last Sept. and there was a lot of landscaping going on, (after the hurricanes), during the day and we never thought of complaining. Disney figures the majority of people will be out of their rooms during the day. All of the resorts and parks have extensive greenery so someone with extreme allergies will have a rough time anywhere.

I also agree that there should be a more direct way of making medical requests at the resorts instead of just hoping that you are dealing with a good CM.

 

[wdwfan]

There is such a lack of empathy on these boards sometimes. There are some people who feel that lately Disney does not deliver on some things that they should deliver on. Namely, customer service and comfort. It doesn't seem to be as high on the priority list as it was in years past. And sometimes people on these boards experience that lack of service first hand. I feel badly for one whose anticipated vacation was less then magical. If the OP felt her vacation was lacking in any way, then she should express her feelings and let Disney know too.

I recently returned from a magical vacation myself where we stayed at the BWI and then we tried CSR for the first time. The first room we got at CSR was not to my liking. I called the front desk immediately and let them know how I felt. I knew I would not be happy in that room and I told them so along with the reasons why. Basically after I told them I was not happy, they changed me to a lovely room in Cabanas 8A. I don't know what I would have done if the resort was full. Not having a nice room and location can dampen your trip.

My point is that lately people are so quick to jump to Disney's defense and turn the situation around on the OP instead of thinking, well maybe with feedback both positive and negative, Disney will improve. There's always room for improvement.

 

[Gillian]

Nice post wdwfan.

About the allergies, trimming/mowing/landscaping is different than just trees. my DH is allergic to just about every kind of tree and grass. He still goes outside! BUT, when he (used) to mow our lawn his hands, feet and arms would break out in a nasty rash and it was hard for him to breathe even though he doesn't have asthma.

duck adoo, I can tell you that I would have been MISERABLE if my kids couldn't nap all week long. Trimming from 8am to 4 pm every day for a week would have caused me to do something drastic. Our lawn guys wake up DD almost every tuesday afternoon (she's a light sleeper) and it drives me nuts.

I'm sorry that you had this experience!

 

[marcyinPA]

I'm sorry your trip wasn't as magical as you had hoped. Too bad about POR....we stayed there last year and LOVED it!

 

[Gillian]

I think they should have moved us, or switched us to a different resort.

Just pulling this out of one of your posts. Instead of being very unhappy during your vacation, if something like this happens again, go to the manager and try to change the situation. It really is their job to make you happy, and I bet something could have been done. But sometimes you need to ask for what you want.

If you have a complaint, let them know how to fix it. Did you just want to make them aware of the situation? Or did you want it changed? How could it have been changed? Asking nicely for something specific (move to a different building, move to a different resort, be willing to give up connecting rooms if they can put you somewhere better for your needs) goes further than just complaining.

 

[TammiMcMan]

Mommyoeo & Lovethattink, here is the phone number posted for Disney's Special Reservations Line: (407) 939-7807 - option 1. As I mentioned, I found it right on the Disney World website. I don't know if you need to have your TA make this phone call or if it's something you can do on your own. It's my understanding that once special services blocks a room for you, it cannot be changed by reservations.

 

[robinb]

If you have a complaint, let them know how to fix it. Did you just want to make them aware of the situation? Or did you want it changed? How could it have been changed? Asking nicely for something specific (move to a different building, move to a different resort, be willing to give up connecting rooms if they can put you somewhere better for your needs) goes further than just complaining.

Gillian, ITA. It is better to come up with the solutions that would make you happy when you complain. Managers are not mind-readers.

FWIW, the OP had 5 people in a room, so the other moderates were not an option when she booked. She was also there at the end of August (as was I, at CSR) and I can tell you that the parks were not crowded, nor was my resort. My guess is that POR was not packed so full that they could not have moved them the next day after one night in building 38. But perhaps that option was not offered which would also be disappointing.

As for the people who feel that the OP is at fault here for not "thinking ahead", can we all please borrow your crystal ball? I would like to know when there will be tree trimming outside my room when I am sick in bed. While you're at it, please send extra $$ so I can upgrade myself to a deluxe .

 

[CheshireVal]

As for the people who feel that the OP is at fault here for not "thinking ahead", can we all please borrow your crystal ball? I would like to know when there will be tree trimming outside my room when I am sick in bed.

Well, I'll let you borrow my crystal ball after WDW is through with it, because apparently they need it so that they will be able to know who, out of all their thousands of hotel rooms on property, is sick in bed and needs absolute peace and quiet.

While I think the OP had some legitimate concerns, I stand by my statements that the tree-trimming complaint is unreasonable.

 

[safetymom]

Just a reminder for everyone before you hit the post reply button.


http://www.wdwinfo.com/guidelines.htm
We do not believe in censorship, and open discussions about various issues is encouraged. We ask that everyone conduct himself or herself with respect when speaking to other people. It is okay to disagree, as long as the discussion remains respectful of the feelings of others. Once a discussion begins to step over that line, the post in question will be deleted. In extreme cases, individuals who are not able to conduct themselves as responsible group members will be asked not to return.

 

[kaytieeldr]

I don't agree with this. I think if you're that allergic to trees then maybe you should book a resort with interior corridors and very little vegetation in the first place

And if the OP still wanted a Moderate resort, Coronado Springs probably would have been a better choice given its Southwest desert landscaping.

Just pulling this out of one of your posts. Instead of being very unhappy during your vacation, if something like this happens again, go to the manager and try to change the situation. It really is their job to make you happy, and I bet something could have been done. But sometimes you need to ask for what you want.

I thought the same thing at first – but in another post, she indicates she DID try. She appears to be an educated consumer, one who knows you have a much better chance of getting a problem resolved while it's occurring than after you get home. Unfortunately, I think the manager never got back to her.

And a note to the OP - I'm sorry your daughter got sick, but thank you. I apparently had bronchitis recently (based on your description of her symptoms) and it's nice to know it wasn't all in my head... or chest, rather

 

[Honeybehr1]

I personally think most of her complaints are valid, her request for a special room for 3 people in her party for medical reasons. Its not like she just wanted to be close to the pool/food court because it was more convient but because it is easier for her disabled person in her party. Disney should have definately granted her request. There is no excuses on Disney's part in my opinion.
But the landscaping has to be done. If it effected her child's allergies, I would have requested a resort switch.

My son has a heart condition and I requested a Non-Smoking room. I cant breath in a smoking room and DS cant be in one. But since it was only a request, I called the number that was posted and they gave me a "guaranteed non-smoking room" as opposed to only requested. I used a travel agent but was able to do this myself.
I wanted either of two resorts but since it wasnt a medical issue, I will not be putting in a guarenteed request for that - take what I get and hopefully its what I requested.

 

[abaldacci]

Sorry you had a bad room, Hope next trip is better than this one. Is the little one feeling better now?

 

[Jennasis]

OP should've have ASKED to be moved to another room again or switched to a different resort.

As far as the allergies, in the future it would be prudent to book a resort with interior corridors to safeguard against outdoor allergens as much as possible...preferably one on an upper floor.

 

[peter11435]

My concern w/the tree triming was they knew we had an allergy situation before we arrive and I'm sure the tree triming is scheduled well in advance. I think they should have moved us, or switched us to a different resort

Actually that is not actually how it works. WDW horticulture (the landscapers) operated independently from the parks and resorts. The come in replant, fertilize, and do landscape maintenance on their own schedule. The resort itself has no way of knowing when or where work will be done.

 

[TammiMcMan]

I personally think most of her complaints are valid, her request for a special room for 3 people in her party for medical reasons. Its not like she just wanted to be close to the pool/food court because it was more convient but because it is easier for her disabled person in her party. Disney should have definately granted her request. There is no excuses on Disney's part in my opinion.

I think we all agree that her request was based on a medical reason, but you mentioned later in your post that you realize they are only requests unless you go through special services. The OP did not. The resort did try to fulfill their request and indeed had them in building #14 when her Aunt, Uncle and cousin checked in. Unfortunately, because it wasn't a blocked room, an earlier arriving guest was able to bump them out. What I do find hard to believe is that they weren't able to accommodate them anywhere else. Someone mentioned that it might be due to their party size and I went back to try and figure out what that would be. It seems that they had a need for 2 rooms, with Aunt, Uncle & Cousin in one and OP, DH, 2 children and one under the age of 3 in another. I think any other moderate would have suited their needs and I wouldn't have expected the resorts to be full when many schools are back in session . I'm not going to completely excuse Disney and both parties could have done some things so that the situation never would have occurred or been handled better after the fact.

I really do sympathize with the OP. Having your child get sick before vacation and then during vacation is going to adversely affect your level of enjoyment. I hope she is feeling much better now. If you do decide to write the letter, I would simply suggest that you stick to the subject of medical requests. It's apparent that the CM you spoke to before your arrival did not have sufficient training in offering you the phone number to special services. I'm sure the landscaping was a nuisance to you, but I just think if you bring that up, you'll be undermining your whole letter. It will go from a valid request for proper CM training, to someone who's a complainer.

 

[tinker-kyle]

OP ... next time you might want to try CBR coz you can pay extra and be guarenteed a preferred location near the food court/main pool/bus stop.

its $15 extra per nite ... but well worth it.

At POR -- everybody asks to be close to the food court ... somebody is not going to get what they want. sorry it had to be you.

 

[mickman1962]

I always get a kick out of people who complain how far their room is from the food court/pool/bus/laundry/bar. For crissakes people your spending 8 hours a day on your feet, is it that terrible to have to walk 5 minutes to get a drink?? Someone had a heart condition, (severity unknown) did they got to parks? Did they walk around there? If not, and were so bad they needed a scooter at the park they should have one at the hotel at which point which room you had is a moot point. Traveled there 6 times with my Dad and his heart condition, you know what, if he wanted something to eat/drink one of us more able bodied would take the 10 minutes out of our vacation to help him. He never once *****ed because our room wasn't the most convenient, he was just happy to be able to be with his kids and grandkids on vacation. If your truly that disabled that you can't get around at home, what makes you think Disney will be different? And as a long time sever allergy sufferer, allergens are everywhere, you make do the best you can or stay home in your HEPA filtered home. I choose to make the best of it and spend the day on my feet.

 

[LindsayDunn228]

Mickman, STANDING OVATION!!!!!! Great post!! I am a paraplegic and use a wheelchair full-time. I don't care how close/far my room is from the lobby and foodcourt. If I had troubles walking, heehee which I obviously don't, I would rent a scooter or a chair. Problem solved.

Also, you made a great point I have to comment about. A ton of people complain about how spread out a resort is, how far it is from the food court, etc. Why are they complaining when they are spending hours and hours walking around WDW???? I don't understand this reasoning. I'm glad I'm not the only one.