What to do when Disney disappoints?

[flyerwife]

After 20+ wonderful Disney resort stays, we finally had an issue that warranted me calling the hotel to complain.

In a nutshell, my adult children (23 yo M and 20 yo F) stayed at an AllStar resort and entered the room at midnight (delayed flight) to find a king size bed. They call down to the front desk and are told that a rollaway will be sent right up, and that the hotel is full but that efforts will be made to move them the following night to a room with 2 doubles.

It took over an hour and a half for the rollaway to arrive, at this point bring them close to 2am. I called the front desk from home at 145am to inquire as to where the rollaway was and literally as I got the manager on the phone, my son texted to say the bed had arrived.

The manager said he was sorry that I was dissatisfied (didn't say he was sorry for the error) but the hotel was full and they automatically give King rooms when 2 adults travel together (funny, the times I wanted a king room, we could not get them!) He berated me for not requesting 2 dbl beds when I did online check in (mind you, there is no option for this).

My complaint was solely the long length of time it took to get the bed there, especially at that hour. I now see on my Disney Experience account that this is a room equipped for the deaf, though my children don't seem to have had any issues with the setup. Additionally, the hotel never followed up with them on moving the room the next day, nor did they contact them to say that no other room was available for them.

I know it's not the worst issue in the world but at the time it was rather annoying as they could not get settled in the room until 2am due to Disney's failure to provide the room as promised and delay in getting the additional bed to them.

What would you have done? Have you ever had an issue where the resort disappointed? And did they do anything to make it right?

 

[OurBigTrip]

Did your kids call the next day to inquire about a different room?

I agree, almost two hours to get a bed there seems excessive.

 

[DebbieB]

After 20+ wonderful Disney resort stays, we finally had an issue that warranted me calling the hotel to complain. In a nutshell, my adult children (23 yo M and 20 yo F) stayed at an AllStar resort and entered the room at midnight (delayed flight) to find a king size bed. They call down to the front desk and are told that a rollaway will be sent right up, and that the hotel is full but that efforts will be made to move them the following night to a room with 2 doubles. It took over an hour and a half for the rollaway to arrive, at this point bring them close to 2am. I called the front desk from home at 145am to inquire as to where the rollaway was and literally as I got the manager on the phone, my son texted to say the bed had arrived. The manager said he was sorry that I was dissatisfied (didn't say he was sorry for the error) but the hotel was full and they automatically give King rooms when 2 adults travel together (funny, the times I wanted a king room, we could not get them!) He berated me for not requesting 2 dbl beds when I did online check in (mind you, there is no option for this). My complaint was solely the long length of time it took to get the bed there, especially at that hour. I now see on my Disney Experience account that this is a room equipped for the deaf, though my children don't seem to have had any issues with the setup. Additionally, the hotel never followed up with them on moving the room the next day, nor did they contact them to say that no other room was available for them. I know it's not the worst issue in the world but at the time it was rather annoying as they could not get settled in the room until 2am due to Disney's failure to provide the room as promised and delay in getting the additional bed to them. What would you have done? Have you ever had an issue where the resort disappointed? And did they do anything to make it right?

Most likely they got the room because of the late arrival, no one else wanted it. Failure to provide the room as promised? All Star doesn't have bed categories so there's no promise of 2 beds. If they have the same last name, they may have thought they were married.

I'm sure they have a skeleton crew at midnight.

 

[deakam]

Did you book a King room. They may have thought they were upgrading you as King rooms do cost more. I would have been in the lobby at 7am asking for another room. In fact, after 30 minutes I would have been in the lobby asking for my roll away.

 

[dansdad]

I believe both issues, the length of time to get the roll away and not following up on a new room the next day, are because when they called the front desk they did not speak to anyone at the actual resort. All calls to the "front desk" are routed to a central call center now where near Orlando. So now that CM has to attempt to call housekeeping at their resort in between other incoming calls. If a new call came in right after the CM hung up with your kids, then that would delay them contacting the All Star housekeeping. A call from their room to housekeeping would have gotten a much quicker response. We have called housekeeping for bed rails, pack-n-plays, roll aways, etc. and never had to wait more than 20-30 minutes.

Also because they did not actually speak to anyone at the resort, there is no mechanism in place for them to be contacted the next day about a new room. That mechanism is in place at the computers at the resort. It appears the CM at the call center never contacted the resort itself to set that up. Your kids would have had to go to the front desk that night or the next day to find out about a new room.

I'm in no way saying that you/they should not be upset. Disney brings a lot of this on themselves by having a button on the in room phone labeled "front desk" that does not get you anyone at the resort.

This truly highlights the reasons behind always going down to the front desk to resolve issues. So many complaints are because people do not know that they are not speaking to someone at their resort when hitting the "front desk" button on the phone in their room.

 

[BigAlsGal]

Sorry but I would have split the bed with my brother. Especially if it was that late.

 

[dansdad]

Did you book a King room. They may have thought they were upgrading you as King rooms do cost more. I would have been in the lobby at 7am asking for another room. In fact, after 30 minutes I would have been in the lobby asking for my roll away.

The only resorts that you can book a king room at are the Moderates. A king room at deluxes and values are requests only and do not cost more.

 

[jtowntoflorida]

I'm confused. This isn't your stay...how can you be disappointed in Disney, and how can you complain on behalf of other adults staying at the resort? They're grownups...if they're not satisfied with the services they're receiving, they should be the ones handling it. JMHO.

 

[DebbieB]

Sorry but I would have split the bed with my brother. Especially if it was that late.

I was thinking that, a king bed is huge, I would have managed for a few hours. I have 2 brothers close in age.

Regarding the front desk, at All Star it could be a long distance to hike back.

 

[Upatnoon]

After 20+ wonderful Disney resort stays, we finally had an issue that warranted me calling the hotel to complain.

In a nutshell, my adult children (23 yo M and 20 yo F) stayed at an AllStar resort and entered the room at midnight (delayed flight) to find a king size bed. They call down to the front desk and are told that a rollaway will be sent right up, and that the hotel is full but that efforts will be made to move them the following night to a room with 2 doubles.

It took over an hour and a half for the rollaway to arrive, at this point bring them close to 2am. I called the front desk from home at 145am to inquire as to where the rollaway was and literally as I got the manager on the phone, my son texted to say the bed had arrived.

The manager said he was sorry that I was dissatisfied (didn't say he was sorry for the error) but the hotel was full and they automatically give King rooms when 2 adults travel together (funny, the times I wanted a king room, we could not get them!) He berated me for not requesting 2 dbl beds when I did online check in (mind you, there is no option for this).

My complaint was solely the long length of time it took to get the bed there, especially at that hour. I now see on my Disney Experience account that this is a room equipped for the deaf, though my children don't seem to have had any issues with the setup. Additionally, the hotel never followed up with them on moving the room the next day, nor did they contact them to say that no other room was available for them.

I know it's not the worst issue in the world but at the time it was rather annoying as they could not get settled in the room until 2am due to Disney's failure to provide the room as promised and delay in getting the additional bed to them.

What would you have done? Have you ever had an issue where the resort disappointed? And did they do anything to make it right?

I would take a half a king-size bed over a miserable rollaway any night!

 

[flyerwife]

Thanks for the helpful responses. To clarify, I booked an AllStar Standard room which is identified on their website as 2 Double Beds. I assume my son called the front desk but perhaps he dialed Housekeeping or perhaps he hit Zero. I am not sure, it was 1am and they had traveled all day and that point seemed insignificant at the time. But in that vein, perhaps when I called the hotel, the number I thought was reaching the actual property might have, in fact, been a call center...who knows? The manager told me he only had one person available to deliver beds so that led me to believe that he was actually on-site.

The kids wanted to rectify this problem immediately and not let it drag into the next day, when they planned to be at the parks from rope drop to close.

And as for me fighting their battles, they did call to initially get the bed sent up and also made a follow-up to ask about the delay. I had access to a different phone number that I thought might expedite the bed delivery. And I can certainly be disappointed in Disney, as can anyone who might feel that any corporation did not live up to their expectation or agreed upon terms.

 

[CaliTex]

I would have split the bed with my brother but yikes, that's pretty creepy. So I feel for them on that.

The original question was about what to do when Disney disappoints: Call the same number you called when you made the reservations and ask for the phone number/email address/physical address of the person(s) at Guest Services to whom a complaint could be lodged. (I'm sorry I don't have the number, but I also bet a site search of the DIS would reveal it.)

I would reference the conversation with the manager, wherein he reported that he had only one person on staff able to deliver a rollaway. (Disney's infamous bottom line rearing its ugly head?) I think this is worth noting, as I would say that this is an entirely unacceptable situation for a resort the size of that one. Or, perhaps the manager is being less than truthful and only covering his hiney with the story of having only one person able to deliver a roll-away, in which case upper management needs to have a discussion with the site manager. Either way, some conversations need to happen, followed by some action. Also, resort CMs should never berate a guest. Period. But especially for not noting this or that on an online check-in that doesn't allow it in the first place.

Ha! My husband and I were married at WDW in a fairly pricey wedding and reception... When we checked in to the Grand Floridian the day before our wedding and we asked about our request for a king bed, we were told, in a very snotty tone of voice, that the king beds were "reserved for honeymoon couples!" Yes, and apparently also for siblings...

WARNING: I was amused by the general air of haughty that I found pervading the Grand Floridian. The service at the GF was awful throughout our stay. I had been to the "real" Grand Floridian (the Hotel Del Coronado in California) many times and the staff truly couldn't have been nicer. It was almost embarrassing how far they bent over backward to anticipate the guests needs. Whenever I see that the GF is considered a 5 star hotel I have to laugh. Must be "Disney Stars" like "Disney Dollars"...but I digress. Except to say that it appears all level of resorts are capable of dropping the ball. And then fumbling it. And then blaming the fans.

I'm sorry your kids were disappointed and inconvenienced; a rough way to start what I am sure was a much anticipated trip. I hope you are able to reach a satisfactory conclusion with management.

BTW, when another guest complains constructively I consider that a service done to allow of us that enjoy the resorts to (hopefully) reap the rewards of better service.

So, TIA! And good luck!

 

[teambeaman]

This is why I won't stay at a value again. On our last stay at Pop, we got in at 11:45pm with DS1 (he was actually turning 2 the following weekend and we were celebrating his bday). We ordered a stroller from Magic Strollers and requested a pack-n-play. I asked at the desk where our stroller was and they said it was in the room. They also assured me that the pack-n-play was there also. The CM that checked us in was really rude, and was arguing with the guest in front of us before checking us in. After she gave us our KTTW cards I asked if DS could get a birthday button, she sighed and pulled it out. I said that I guessed they forgot to put it in the reservation and she said, "No, I figured since he's half asleep you'd be more concerned with getting him to bed and less concerned with getting a button". I re confirmed that the stroller and pack -n-play we're already in our room and she said, "that's what I said, didn't I?" Too tired to address her behavior I walked away. Get to the room and there is no stroller or pack-n-play. I called bell services and asked about the stroller and they said they had it. I asked if they could bring it to the room and they said no, just get it on your way out to the parks in the morning. I told them that we had an early morning ADR and didn't want to mess with it and the guy said, "fine, you come and get it". So I walked down to the lobby, asked about the pack-n-play and they said they'd send it right over. Walked over to bell services and stood outside for 10 minutes and no one came. Walked back to the lobby to get someone to help me and they walked me over and when they finally came out you could see that there were three CM's back there just standing around talking. The guy then brings the stroller and says, "have fun with that, it's heavy, haha". I was LIVID! Get back to the room and still no pack-n-play. It doesn't come until 1:30am, after several calls to housekeeping. When the lady shows up, she just walked into the room, no hi, no where do you want it, no goodbye, nothing. I spoke to the manager and he didn't seem to care. At that point I was done. Emailed Guest Services and after we got home she made it right again, but never again will I step foot onto a value property. It's not for us. It was the worst customer service I've ever experienced at any hotel, and we travel several times a year.

 

[flyerwife]

Wow, teambeaman, that is truly awful service all around. Value resort or not, I think customers deserve to feel welcome and appreciated at ANY place of business.

And CaliTex, I am laughing at your honeymoon experience. When my husband and I got married 30 years ago, we stayed at a hotel on our wedding night as part of a honeymoon package. That included breakfast FOR ONE. Did they think we were going to eat separately???

 

[smitch425]

Most likely they got the room because of the late arrival, no one else wanted it. Failure to provide the room as promised? All Star doesn't have bed categories so there's no promise of 2 beds. If they have the same last name, they may have thought they were married.

I'm sure they have a skeleton crew at midnight.

This is entirely possible. OP, do they have the same last name? If so, there is no reason for the resort to think this was not a married couple. It is also possible that they had to get the rollaway from a different resort if the resort was truly booked to capacity. Regardless of where the bed came from, it would have been less than a 5 minute walk to the front desk and speak face to face to a person of authority. I can't imagine that they couldn't manage one night in the same bed, and as for a new room, if the resort is booked solid, all they can do is ask to be switched to another resort. I hope it works out for them, but really...they are old enough to handle this on their own. I would let them deal with it.

 

[mevelandry]

The best way to get things done is to go to the lobby right away, explain the problem and try to find a solution or ask to switch hotels (if they can't provide a room with two beds). Bringing your suitcases with you will help you to move as fast as possible.

That is the kind of stuff that can happen anywhere, especially when you check-in late. You get stuck with what is available.

Annoying but not the end of the world. If you are too tired to deal with it right away, you put pillows to split the bed and you wake up earlier to deal with it the following day.

 

[dpswift]

Did you book a King room. They may have thought they were upgrading you as King rooms do cost more. I would have been in the lobby at 7am asking for another room. In fact, after 30 minutes I would have been in the lobby asking for my roll away.

In the values they are the same cost. The only way to make a request as to the type of beds is to call. Last year I did online check in and a king was not an option.

They should have gone to the front desk the next morning and asked to be moved. They should not have to sleep on a rollaway. If no other room is available I would ask for some type of compensation, only because in booking values the expectation is 2 beds. Everyone says that it is diffacult to get kings at the values but I have found the opposite to be true.

 

[Lisa loves Pooh]

When I worked housekeeping at Vero Beach, there was only one, possibly 2 housekeeping staff during the overnight. They are there to do housekeeping duties as well as guest requests. It is physically impossible to do those requests instantaneously especially if the housekeeper is nowhere near the facility where the requested item is stored.

I share this because it is extremely likely that the value resorts operate on similar skeleton crews in the overnight. The work to be done and guest requests don't justify a larger crew. So while waiting an hour for a roll away bed sounds unreasonable, it just doesn't surprise me and it is what I would expect. Not enough work to justify a full crew and I don't care what company it is.

I recall at Vero one late evening (my shift ended at 11)--we had to deal with a public rest room being flooded by an overflowing toilet. That took priority over any other request I could have been given at that moment. Although I would have much preferred delivering a roll away. ;-)

And unless there is a way to identify that your adult children are siblings on the reservation, Disney will not have a clue as to what sleeping arrangements an adult male and female would prefer.

 

[willowsnn3]

This is entirely possible. OP, do they have the same last name? If so, there is no reason for the resort to think this was not a married couple. It is also possible that they had to get the rollaway from a different resort if the resort was truly booked to capacity. Regardless of where the bed came from, it would have been less than a 5 minute walk to the front desk and speak face to face to a person of authority. I can't imagine that they couldn't manage one night in the same bed, and as for a new room, if the resort is booked solid, all they can do is ask to be switched to another resort. I hope it works out for them, but really...they are old enough to handle this on their own. I would let them deal with it.

At the All Stars it could be much more than a 5 minute wask to the front desk unless they were in a preferred room. The one time we stayed at ASMU we were put in the farthest room from everything. It was even a hike to the parking lot.

 

[smitch425]

At the All Stars it could be much more than a 5 minute wask to the front desk unless they were in a preferred room. The one time we stayed at ASMU we were put in the farthest room from everything. It was even a hike to the parking lot.

Okay, then a 10 minute walk. Really doesn't make much difference in my point. As a grown adult, I would not have sat in a room 5, 10, even 15 minutes away from a resort manager and waited for nearly two hours for a bed while my mom in another state tried to fix my problem. Personally, I would have told my brother to stay on his side of the bed and dealt with it in the morning, but if for some reason sleeping with him was impossible, I would have waited 15 minutes for the bed and headed to the desk after that. I certainly wouldn't be looking for any type of compensation. It isn't Disney's fault they arrived so late at night and did not list on the reservation that they wanted two beds.