Where do I send a complaint about our stay?

[crashbb]

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

Wow - did you actually read the posts? A PP was talking about the Tower of Terror 10 Mile RACE, but kept just calling it TOT. The person you quoted was confused (not realising it was a running race) and finally understood after someone called it a race. No one was "pulling out the race card".

 

[smidgy]

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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I agree with you that no one should be "bumped" cause someone wants to extend their stay, at the last minute.

hoever,I think that you need to know that your requests are NOT guaranteed, either. (I do suggest "linking" your reservations, although I'm not sure that can be done when you are staying at 2 dif. resorts).

your dad is apying for a preferred room, right? and you requested 70's lake view. that would be very close to the bridge. but, just so you know, he could also pay for a preferred room and ahva a room in the 50's section, furthest away from the lake 4th floor. yes, those are preferred rooms. jsut want you to be aware.

a suggestion. if you have 3 requests, they wil make a point to fulfill at least 1. that's why I try to put in as few requests as possible, and put down the most important one.

in your case, since he is paying for preferred location, I would ONLY put lake view (not 70's) . this last stay we were in a 50's bldg on the lake side very close to the bridge. when he checks in, have him ask (even if the room isn't ready) "about where is it?" they will draw a circle on the map of the approx. location of the room. if he doesn't like it, have him ask.. "gee I know 50's 3rd floor is a preferred room, but have you got anything closer to the lake? my family is staying there. I'm willing to wait if the room isn't ready."

always works for us. remember, even requests a year ahead of time are not guaranteed. they don't "assign" the rooms until 3 days ahead of time. good luck!

 

[Missytara]

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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I can say from experience, it can be worth the move.

I stayed at POR a few years ago, on a solo trip, for 8 days. I booked the waterview room - at that time that was one category. I always arrive the Saturday after Thanksgiving and expect to wait for my room till mid-afternoon or so.

That year, I had a room discount and had two reservations, because the first day was blacked out. The CM said she saw my reservations were linked, but if I didn't mind moving the next day, she had the perfect room for me.

First night, I was in Parterre Place facing a fountain.

Rest of the week, first floor, corner room, king bed, right on the river. It was heaven......

 

[KELLY]

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.

Sent from my iPhone using DISBoards

But on the other flip side. Some people have no choice due to weather and other foreseen things. So maybe if you were in that situation you would feel different. Like a PP said request aren't guaranteed. If you look on your reservation it even says that.

Would have it upset me to move no. Would it be a hassle yes. I wouldn't mind moving. But to pack up all my stuff would be a hassle. This trip is 17 days so we tend to have a lot of crap. Would I complain no.

 

[Dani784]

I agree with you that no one should be "bumped" cause someone wants to extend their stay, at the last minute.

hoever,I think that you need to know that your requests are NOT guaranteed, either. (I do suggest "linking" your reservations, although I'm not sure that can be done when you are staying at 2 dif. resorts).

your dad is apying for a preferred room, right? and you requested 70's lake view. that would be very close to the bridge. but, just so you know, he could also pay for a preferred room and ahva a room in the 50's section, furthest away from the lake 4th floor. yes, those are preferred rooms. jsut want you to be aware.

a suggestion. if you have 3 requests, they wil make a point to fulfill at least 1. that's why I try to put in as few requests as possible, and put down the most important one.

in your case, since he is paying for preferred location, I would ONLY put lake view (not 70's) . this last stay we were in a 50's bldg on the lake side very close to the bridge. when he checks in, have him ask (even if the room isn't ready) "about where is it?" they will draw a circle on the map of the approx. location of the room. if he doesn't like it, have him ask.. "gee I know 50's 3rd floor is a preferred room, but have you got anything closer to the lake? my family is staying there. I'm willing to wait if the room isn't ready."

always works for us. remember, even requests a year ahead of time are not guaranteed. they don't "assign" the rooms until 3 days ahead of time. good luck!

I think you misunderstood my meaning. Perhaps I wasn't that clear. I didn't say that reservations guaranteed your REQUESTS but that it guarantees you a ROOM. For instance, last year we held the Super Bowl in Indianapolis. I lived in a town 30 minutes north so our hotels were booked FULL. If a passing traveler had stopped in our town at say our Holiday Inn, he would have been turned away because every last room had been reserved months in advance.

So when I say the the purpose of reservations is to guarantee someone a room, that's all I mean. Now, if I WAS slated to get the room I had requested until someone already there changed their plans last minute, I would be angry. If it was due to being unable to travel home because of bad weather or something, fine. But to boot out another paying guest with a reservation because it rained during your stay and you just didn't like that. Too bad so sad. Tropical storms are monitored for days. It's not my fault or disney's fault if you don't check the weather and plan your stay accordingly. Once you saw it was going to rain, you could have called and requested to move your stay time back a day or added on your day then so the hotel staff could have planned around the larger group and you wouldn't have had to move.

Also, if you are complaining it took you so long to pack, why did you wait so long to get started? If your original plan was to leave on Saturday morning, why not have everything packed Friday afternoon save what you needed for Saturday? We plan on being in WDW for 12 days and 11 nights. I guarantee you by the tenth day I will have most of our things washed and packed except for what we need those last two days.

Bottom line is that I think this complaint is petty and selfish and the whole situation was totally avoidable. All complaining is going to do is make it harder to change ressies while there and then the people that NEED to make last minute plans, won't be able to.

 

[gbanshee]

Contiguous rooms would not be guaranteed under any sales/catering contract. Sorry. .

Incorrect. Disney does contiguous rooms for youth groups through certain tour operators. These operators have night guards that watch the rooms to make sure none of the kids leave. That can not be done if they are all over the place.

 

[Anthony1971]

If I am not mistaken Disney will move you just call and they will send someone to pick up your luggage store it and bring it to your new room and no one has to even be there (we were there). They did this for us when we extended a stay and our room was no longer avialable and it was for weather reasons.

 

[smidgy]

actually I did agree earlier that OP did not have a complaint and shouldn't get compensated. when you add on last minute sometimes you get lucky and can stay in the room, sometimes you have to move.

my point in my last post was that you don't have a certain room, or even a certain area of rooms guaranteed by a reservation. actually, all you have guaranteed is a room somewhere on disney property.

and I too, wouldn't be happy to be bumped by someone in the OP's case. however, if that happened (i.e. I was "slated" to be in room X, but was bumped) I would never know about it! you're room is not actually "yours" until you are there physically and they are handing you the room key. (and often, even then, you don't know exactly which room it is) but, you have the key, it's your room.

to the OP and to Dani: I have been in both situations. the whole reservation thing is a giant puzzle. sometimes "bumping" someone that was slated to be in the room you are now occupying, and want to keep for another night can set off a whole line of room bumping, like dominoes.
they will try to help you as much as they can. they do want you to stay and spend more money! or come earlier than planned!
sometimes you get lucky, sometimes not.

 

[marvel]

The reservation system is a giant puzzle, and it amazes me how many times things are not possible until someone else comes into the picture (usually a manager) who can do all manner of things.

I think everyone has a right to complain if they are not happy with service, whether or not they are able to be compensated, well who knows?

I think many people discount how long it takes to pack and move rooms, we do this the minimum amount possible, because you usually do lose that moving day. Now some commando travellers dont mind moving and do so quickly, but there is nothing more annoying that repacking and moving rooms. IMHO. We dont travel light, we come all the way from Australia, so by the time we are at Disney at the end of our trips, bags are full and its two suitcases each.

i think a lesson learnt, extending for one day might not be worth it, so maybe changing rooms should have been a sign that the last day may be a hassle.

good luck with your complaint.

I recall we complained about our stay at Poly a few years ago, when they didnt have hot water for several hours each day due to works that were never discussed prior to our booking. And they refunded an entire night, and we didnt ask for a refund just told them how unhappy we were about it.

 

[smidgy]

you have every right to expect hot water in your room. you don't have every right to expect to be able to stay in the same room if you add an extra night.

of course you are free to complain all you want.

and yes, sometimes managers came "make some magic" we have had it happen for us. and sometimes they can't.
(ps, the later in the day, the less possibility)