Where do I send a complaint about our stay?

[Deb & Bill]

...I didn't know the Disney hotel staff will come in and move all your belongings for you if they change your room during a split stay/new reservation, does the stuff have to be packed?

Yes, you have to pack everything and they just pick it all up and store it for you. If you leave stuff in the refrigerator, it doesn't go with your stuff.

 

[chloelovesdisney]

Yes, you have to pack everything and they just pick it all up and store it for you. If you leave stuff in the refrigerator, it doesn't go with your stuff.

Ha, I should have known that was too good to be true.

 

[smidgy]

anyone who knows me on these boards know we do split stays MANY times!! ussually at different resorts. but we have added on at the begining of our trip with a room only reservation, then a free dining reservation at the same resort after. we also have tried to extend our stay due to cold, rainy weather. and tried to extend our stay due to snow on the road home to Illinois.
we have usually been pretty lucky and got to stay in the same room. but once we could not stay at all unless we went over to SSR, we were at BWV (it was president's weekend. we were to leave before it, but it was FINALLY getting nice out!) we opted to go home.
the time we were avoiding the snowy roads, we were at music. we had to go over to sports, and ended up 2 nights in one room, and a third in another.
Room requests are NOT guaranteed. staying in the same room in NOT guaranteed (even if disney knows it ahead of time).. deciding at the last minute to add on?. definitely not guaranteed!!!!!
once we got lucky at POFQ. we just wanted to stay longer, and we were able to do it.. at the same resort and the same room!!!!
as I said, we have also not been lucky.
OP just because you got lucky once, at CBR, doesn't mean you should expect to be lucky all the time. now you know. If this happens in the future, go down to the front desk. check in early the next AM . then go to breakfast, the parks, etc.
but I agree that you should not be compensated for the night's stay. at least you got to enjoy the pool, etc.!

 

[Janepod]

It is relevant. Because they could have cut down on their perceived "stress" by just loading up the car and keep just the things they needed for the last night.

Oh, I see. It never crossed my mind anyone would do that. We would never leave our belongings in the car overnight.

 

[Yellowstonetim]

Sounds like my best bet then to stay in my room for my "second" reservation is to do it at check in for the "first" reservation? This would be a whole week prior.

I don't mind having to check out and recheck in because it is also a totally different dining plan. My big concern is staying in the same room as we will be settled.

Thanks everyone!

Actually if you have two reservations back-to-back you should note on each reservation at the time you make it that they are connected and ask for the same room. Like all other requests, it isn't guaranteed, but they will try. This is quite common, especially with meal plans. (We get two reservations, first one resort only than second one with dining plan.)

You could also fax the request a few days before arriving. Both of these are better than waiting for check-in. You need to give them plenty of time to play the room assignment shuffle. It is a lot of work arranging all these things and leaving no empty rooms/empty days.

 

[DisGirl819]

I had originally thought the Tower of Terror was going to be the last weekend in September (similar to 2012) so i booked our vacation trip for that time so that my sister could get her request in to work.

Then when the TOT dates and registration came out we freaked cuz we were leaving on the Friday weekend it was scheduled to start.

She had to do a leave request - called it an emergency

I had to book our two extra nights (fri and saturday). So this is why I have 8 nights at POR (09/26-10/04) and then 2 nights at POR (10/4-10/6) and am hoping my room request to stay in the same room is granted.

Things always somehow work out though so if I do end up having to move rooms I am just hoping it is down the hall....

To clarify for the poster, you are talking about the TOT ten miler race.

 

[Yellowstonetim]

Oh, I see. It never crossed my mind anyone would do that. We would never leave our belongings in the car overnight.

Do you completely unpack your car each night at a hotel when you travel!?

I take too much with me. If I had to unpack the car every night, I wouldn't travel.

 

[Janepod]

Do you completely unpack your car each night at a hotel when you travel!?

I take too much with me. If I had to unpack the car every night, I wouldn't travel.

I can't remember the last time we took a "driving" (rather than flying) vacation (to us, it is not a vacation if we have to drive) but yes, we unpack the car every night. We're light packers anyway. One 21" suitcase per person. No coolers or anything like that.

 

[glammadiva]

I think it all boils down to attitude. 3 yrs ago I did a solo at POR. Decided to stay a day. Went to the front desk. Yes, I could stay another day but I would have to move from AB to an accessible room at Mansions. Not my choice, but heck, I had a room! Threw my stuff in my bags, tossed the bags in my car, moved to Mansions and was at MK in no time. Yeah, I lost some park time but at least I was there!

 

[smidgy]

Oh, I see. It never crossed my mind anyone would do that. We would never leave our belongings in the car overnight.

Do you completely unpack your car each night at a hotel when you travel!?

I take too much with me. If I had to unpack the car every night, I wouldn't travel.

funnny how differently many of us travel!

when we would drive, we take the suv. the 2 of us. not just suitcases and a cooler, but boxes. notice the plural.

said boxes are labled. let's say we will be 5 nights at a value resort with dining, and then 6 nights a t a deluxe resort (on points from friends). ok, there are some things for the DVC villa that we don't need at the value (the cans of beef stew, etc.) one time we went tobusch gardens, thento Universal, then to disney. I was so gosh darned organized!.. we pull up to universal and the luggage guy starts grabbing stuff out of my car. hubby tried to warn him.. "better stay back buddy, you're gambling with your life here..." meL "DON'T TOUCH THOSE! that box is for the next leg of the trip!"

it is almost 2nd nature to me now to know just what to pack for what. an extra night or 2 at the end of a trip? just throw in a few things in a one bag or suitcase(don't forget the plastic bag to put wet suits in) leave it with bell services, go off to the park.


our first night, on the way down we stay somewhere in GA> no way do I unpack everything. I know just what to bring in for that one night (the cooler is a must!)

 

[Carrie in AZ]

OP- If you feel your situation merits an email to guest services, I encourage you to do it and let Disney decide how to handle it. My company encourages any and all feedback as we strive or 100% customer satisfaction. Customer feedback often leads to positive changes in my personal experience. Disney may or may not have an answer that is acceptable to you but as a customer, you have every right to share your thoughts and let them decide. Just be respectful and objective for them to take you seriously which I do not believe will be a problem based on your posts in this thread.[/QUOTE

Amen to this!

 

[Yellowstonetim]

I can't remember the last time we took a "driving" (rather than flying) vacation (to us, it is not a vacation if we have to drive) but yes, we unpack the car every night. We're light packers anyway. One 21" suitcase per person. No coolers or anything like that.

Yes, we are all so different! One 21" suitcase! I don't think I use one that small for a day trip. Where would I put the kitchen sink. And the plumbing tools. I am a notorious over packer. Last time to Disney, we didn't even take everything to the room when we unpacked.

And I love to drive. 1,000 miles to Disney or 2,100 miles to Yellowstone. I do love the train, though. Thanks for being one less car on the road. I'll leave a seat open for you on the plane.

 

[KAMLEM]

To clarify for the poster, you are talking about the TOT ten miler race.

Thank you! Even after the explanation I had no idea what they meant. I hadn't heard about the race.

 

[ilovemk76]

Everyone here is assuming there WAS in fact a large group there, that had possibly done online check-in. If someone was assigned to that room - group that had done online check-in or not - they could have been moved. No room assignment is set in stone. And to OP's point, what difference would it have made if they were down the hall? Having been in this situation before as a hotel employee, it sounds to me like the CM didn't want to go through the hassle, threw out the "a group is coming in" line, and hoped it stuck. It worked, because OP didn't express his/her displeasure.



True, if it is in fact a large group. No one on here, including OP, knows whether that was a line of BS or the truth. Any business, especially a hotel, will always cover themselves. Even if it was a group, they could have moved that person down the hall. Only exception would be a group that requires a secured floor, and we know this is not the case. As I said before, a hotel will not gamble with a complaining guest and will take care of who is in front of them - and deal with the other people later when they come in (if they come in). Think about it - if OP is in front of me complaining, and Joe is coming in later and may or may not complain, which one am I going to handle?



Most hotel chains offer online check-in. No room assignment is set in stone. All online check-in does is allow them to pre-assign your room based on your arrival time a day or two before. But everything can be moved. Why do you think they won't tell you what your room number is until you've physically arrived and the room is ready? Pre-assigning sure makes things easier and smoother, so no one wants to disturb the pre-assigned rooms. But CMs have the authority to move anyone. I guess it depends on how you ask, who the CM is, and how busy they are as to whether they want to or not. Even if you read the fine print on your reservation, all you are guaranteed is a room on Disney property, nothing more.



Contiguous rooms would not be guaranteed under any sales/catering contract. Sorry. The Front Office Manager of any hotel, especially one as busy as a Disney resort, would have a coronary before he or she would allow a Sales manager to do that. As for the "already checked in", online check-in just allows them to know what time you are coming, lock in your credit card, and pre-assign your room. It's not checking in in the traditional sense, and it certainly doesn't lock in your room number - not until you get there.

As for how Disney operates or doesn't.... I don't think any of us can really say. I just know the hotel industry well from my own work experience, and I can't imagine Disney veering too far out from industry standard.

As for being denied with credit card in hand when trying to extend, if the hotel is sold out or oversold, of course prior reservations take precedence. That is an entirely different situation from the original post.

I guess you missed my post. On Wednseday, our housekeeper told us there was a large group coming in on Saturday, the day we were checking out and the day the OP had to extend. Since it was told to us in conversation, I will take it as fact that there was a large group. She had no reason to lie and she told us who the group was and that she would have to work longer hours.

Our room was in the first floor and was one that was blocked for the group. It is possible that we were very close to the OP at the resort.

 

[Marionnette]

OP- If you feel your situation merits an email to guest services, I encourage you to do it and let Disney decide how to handle it. My company encourages any and all feedback as we strive or 100% customer satisfaction. Customer feedback often leads to positive changes in my personal experience. Disney may or may not have an answer that is acceptable to you but as a customer, you have every right to share your thoughts and let them decide. Just be respectful and objective for them to take you seriously which I do not believe will be a problem based on your posts in this thread.

Feedback on a bad situation is one thing. Expecting compensation is something else. If the OP had met with rudeness from a CM, then I do feel that it should be brought to the attention of the people who can correct it. If the room had been in disrepair, unclean or in a lower category than what she had reserved, then it should certainly be brought up.

But she's complaining that she had to move rooms when she knew going into the situation that it was a strong possibility that she would need to do so. And she wants to be compensated because she made it more complicated than it needed to be.

Perhaps the best solution on Disney's part would be to assure the OP that front desk CMs will be encouraged to inform guests of the options available to them in the event that they have to move. As in "Bell services will be happy to pick up and store your bags until your new room is available. Just give them a call from your room before checking out and someone will be there to gather your things. You can also bring your bags to bell services for storage yourself if that will make the transition easier for you."

 

[Dani784]

I haven't had the pleasure of staying at a Disney resort yet but I have dropped a huge deposit on two rooms for next April/May. We (my family of six, two adults, four kids) are traveling with my dad. We've booked a family suite at AoA for us and a room at Pop for him.

We're staying in the same room for 12 days because I honestly don't understand wanting to change resorts mid trip and have to pack And move and unpack. Seems anything but relaxing and this is vacation!

So we've requested a Nemo room, poolside towards the Generation Gap bridge so we'll be close to my dad. We've requested he be put in the 70s building with a lake side view.

Now we've made these reservations almost a YEAR in advance. Of course I will be hoppingad if I get told that I COULD have had the room I requested for my ELEVEN night stay but instead I'll be moves because the person who had the room before me decided last minute to stay ONE extra night. NOT okay at all!!

So I also think the OP really has nothing to complain about. I think advance reservations should take priority over last minute decisions always. That is, however, why reservations were invented! So people could guarantee a room over those that just walk in and essentially that's what OP did.

Disney did nothing wrong and could just as easily refused to extend your stay for one more night. You should be thankful they accommodated you as best they could and move on. Just my two cents and here's praying we don't get bumped from our preferred room due to a selfish last minute guest.

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[TagsMissy]

Thank you! Even after the explanation I had no idea what they meant. I hadn't heard about the race.

Yes they did leave out the important word "race" both times LOL I was going to say something earlier but I noticed someone beat me to it.

 

[bdklein]

Yes they did leave out the important word "race" both times LOL I was going to say something earlier but I noticed someone beat me to it.

Is someone pulling out the race card? Here we go.

 

[Nancyg56]

I find packing and moving rooms to be a complete pain so I sympathize with you OP. We've added a day or two onto trips and luckily we have always been able to stay in the same room at Disney.

I also understand a group wanting to be together although I don't think it matters if you are directly next door or a few doors down if you don't have connecting rooms. You still have to leave your room and go into the hall to visit your friends/family.

I didn't know the Disney hotel staff will come in and move all your belongings for you if they change your room during a split stay/new reservation, does the stuff have to be packed?

Is someone pulling out the race card? Here we go.

LOL! Not that race card, silly!

 

[Wishes Count]

Sounds like my best bet then to stay in my room for my "second" reservation is to do it at check in for the "first" reservation? This would be a whole week prior.

I don't mind having to check out and recheck in because it is also a totally different dining plan. My big concern is staying in the same room as we will be settled.

Lesson learned - it is a request and to ask as soon as I check in....

Thanks everyone!

As a former Front Desk CM I would advise you to alert the CM at check in that you have two reservations and want to stay in the same room. They can then check to see if your assigned room is available for your second stay and assign you that room with notations on the reservation not to move you. If it is not a manager can assist in trying to find a room that will be open for both stays.

If you request this in advance it might already be setup as sometimes I would pull up the second and see it had been done. But make sure you ask!

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