I was interested in one of their units because it was first floor, closest to the pool (bld #8). It wasn't available BUT they could get me a unit, same bld same floor for $10.00 more a night. They said they were "booking agents" for Palm Tree. Every email I had with them mentioned that I was getting 1st floor in bld. #8.
So of course, we get to WH and we are 3rd floor and can't even see the pool. So I call Palm Tree and they said I can stay in the unit we are in for a discount or they can move us to bld 7, 2nd floor. Problem is the other unit is occupied and we can't move until after 3pm the next day.
So we decided to move (and I'm glad we did. It was closer to the pool and it had books, games ,movies, towels, etc. Extras that the other unit was lacking.) BUT we couldn't really unpack our first night and everything had to go back in the rental car before we left for the parks the next morning. PITA!
I emailed them upon our return and never got an answer as to why we didn't get the unit we were promised.
I love WH but will definitely go through one of the owners here, on the DIS. Plus we are going to try a house next time because there will be more of us going.
PS: Wanted to add that Jerry did respond to my email and say he was going to look into it. But that was the last I heard from him. Palm Tree never responed until one of the owners showed up here. He PMed me to appologize, said he had no record of my email. Still no explanation as to why I was promised a specific unit and didn't get it.