Who do i contact with issues while here?

[ajwomic]

I have had a nightmare at Allstar sports yesterday and today.
1. 2.5 hour check in because they did not assign our rooms.
2. Returned to front desk b/c room key did not work.
3. They agreed to room switch us today because we had unaccompanied minors in one room and needed connecting. Arranged that, and they said all would be fine when we were at the park,returned and not done, no luggage, meal vouchers in luggage and luggage not in baggage area.
4. Said rooms works be ready at 5:00pm. Keep I. Mind we checked in yesterday and are paying 4 nights, but no access to too s or luggage from this morning util 5:00.
5. Luggage still has not arrived, went back to front for 6th time and they delivered it to a strangers room!
6. Had to track it down.
7. Did not print a ticket for one child and claimed he was not on the reservation, yet he was and they issued a key yesterday.
8. Refused to let me switch a student from one room to another. Said they could not change the names in a room.

I have spent 3.5 hours at front desk talking to managers. They gave me a fast pass only because I asked and vouchers for a taxi to get to our ADR since luggage was late. What should u do? I am a teacher on A field trip and have 14 students with me and they assured connecting rooms for the 13 year only boys since we only had 1chaperonw for 2 rooms. I don't feel we should pay for rooms that we were unable to occupy from 7:15 am-5:00 pm.
Thoughts?
A

 

[vicki_c]

I think your post is very emotional and confusing. Obviously because you are upset. But it's very difficult to follow what your situation is with yesterday, today, the luggage, keys yesterday, tickets today. It's really hard to say anything.

But for a few items:
1 - 2.5 hours after the official check in time? (which is not guaranteed anyway, but definitely the expectation). Or 2.5 hours after some earlier arrival time?
2- it sucks, but it happens sometimes.
3 - what did you do with the unaccompanied minor last night? Why didn't you insist on connecting rooms yesterday since the problem existed yesterday?
4- where was your luggage the first night? Did it only go missing after you were changing rooms? Wouldn't you have had your meal vouchers in hand by that point vs still in the luggage?
8- true, I don't think they will let you change names after check in.

You should be speaking with the general manger of the resort though if the front desk is not responding to your issues.

 

[NOLA_Tink]

I have had a nightmare at Allstar sports yesterday and today.
1. 2.5 hour check in because they did not assign our rooms.
2. Returned to front desk b/c room key did not work.
3. They agreed to room switch us today because we had unaccompanied minors in one room and needed connecting. Arranged that, and they said all would be fine when we were at the park,returned and not done, no luggage, meal vouchers in luggage and luggage not in baggage area.
4. Said rooms works be ready at 5:00pm. Keep I. Mind we checked in yesterday and are paying 4 nights, but no access to too s or luggage from this morning util 5:00.
5. Luggage still has not arrived, went back to front for 6th time and they delivered it to a strangers room!
6. Had to track it down.
7. Did not print a ticket for one child and claimed he was not on the reservation, yet he was and they issued a key yesterday.
8. Refused to let me switch a student from one room to another. Said they could not change the names in a room.

I have spent 3.5 hours at front desk talking to managers. They gave me a fast pass only because I asked and vouchers for a taxi to get to our ADR since luggage was late. What should u do? I am a teacher on A field trip and have 14 students with me and they assured connecting rooms for the 13 year only boys since we only had 1chaperonw for 2 rooms. I don't feel we should pay for rooms that we were unable to occupy from 7:15 am-5:00 pm.
Thoughts?
A

Check-in usually isn't until 3:00. Were you trying to get into your room at 7:15 am and it wasn't available until 5 pm? Best advice I can give you at this very moment without really knowing much else: try to calm down & put your classroom game-face on; a stressed, unhappy, & anxious chaperone usually leads to unhappy & anxious kids (plus, they will then complain to their parents which will reflect badly on you).

 

[ajwomic]

Sorry so confusing. I literally stood at the checking in counter with the cm and manager 2.5 hours while they tried straighten out the problems. Not in line, actively waiting for them to finish checking us. They had no more connecting rooms. I insisted, but to no avail. So they offered to switch our rooms this am to connecting. Assured us it would be priority and by the time we returned at noon. I had called the reservation action line and front desk before arriving requesting connecting and was told it was policy for minors to not be unaccompanied and it would be no problem. But they overbooked. So today, we called at 7:15 to confirm the switch to connecting rooms within the resort and to have luggage transferred. Luggage was taken to a strangers room and did not make it to us until late. Finally able to get in new rooms at 4:15 or so. We did not Change resorts, just rooms. It just seems anything that could go wrong has and I was speaking to the manager the last 3 trips to the front desk. They are apologetic, but not making it right.

 

[vicki_c]

My only comment is on the part where you said "you called" in the morning. You don't get the front desk, just a generic call center. So who knows when your phone call was relayed to the actual front desk. Could have been minutes or hours or never. Always go to the desk in person when dealing with anything like that.

 

[minnie mum]

Finally able to get in new rooms at 4:15 or so. We did not Change resorts, just rooms. It just seems anything that could go wrong has and I was speaking to the manager the last 3 trips to the front desk. They are apologetic, but not making it right.

I don't understand your last sentence. You appear to now be in your rooms and the management has apologized. What more do you feel they need to do to 'make it right'? Freebies, I'm guessing?

If the manager is unable to satisfy you, then you can try calling Disney Guest Relations 407-824-4321 or you can start an email trail with wdw.guest.communications@disneyworld.com. But don't hold your breath for instant results. It can take a while.

 

[bearloch]

I am guessing she would like something for all the trouble she had! the misplaced luggage was a biggie having it delivered to wrong rooms I would too have asked for some type of comp!! good luck!

 

[eeyoresnr]

mistakes happen... a few years ago when we were checking in to All Star Sports we got to the counter, gave the CM our info and she said "could that reservation be under a different name"? and it went downhill from there... when we got to our room I tried to open door and key wouldn't work so I tried the other and no problem... noticed someone elses name on the key that didn't work... called front desk in a panic because our meals and credit card info was on missing key... they fixed it and sent CM to our room with new key... same trip we transferred to CSR and again, "could that be under a different name" showed them my paperwork and figured it out.... we put on our happy faces both times and had a great trip... I go to Disney to de-stress and try not to let the little things bother me... but I never asked to be compensated for anything... I worked with the public for years and know everyone makes mistakes

on same trip our friends were staying at CSR and their luggage was taken to wrong room... it took about 30 minutes to track down and they just laughed it off

 

[Mama Who]

I am guessing she would like something for all the trouble she had! the misplaced luggage was a biggie having it delivered to wrong rooms I would too have asked for some type of comp!! good luck!

She was given Fastpasses and taxi vouchers. Her statement that she thinks they should not have to pay for their rooms suggests that she wants even more, but that's a level of freebie that she's unlikely to get.

 

[cmwade77]

Since people seem to be confused, I will try to clarify each item below as well as making my comments, please correct me if I am wrong on anything that I am trying to clarify.

I have had a nightmare at Allstar sports yesterday and today.
1. 2.5 hour check in because they did not assign our rooms.

I believe this means it took you 2.5 hours of standing there to get checked into your rooms.

2. Returned to front desk b/c room key did not work.

This one should be obvious, but just in case, you had to go all the way back p to the front desk, which can be quite a hike when you are tired after travel.

3. They agreed to room switch us today because we had unaccompanied minors in one room and needed connecting. Arranged that, and they said all would be fine when we were at the park,returned and not done, no luggage, meal vouchers in luggage and luggage not in baggage area.

Not having your bags is a very big deal, as is not having a connecting room with unaccompanied minors.

4. Said rooms works be ready at 5:00pm. Keep I. Mind we checked in yesterday and are paying 4 nights, but no access to too s or luggage from this morning util 5:00.

This is way too late, the rooms should have been switched that night, even if they had to give you a new resort.

5. Luggage still has not arrived, went back to front for 6th time and they delivered it to a strangers room!
6. Had to track it down.

This is a HUGE deal, as the strangers could have taken anything from the bags, I would carefully check everything.

7. Did not print a ticket for one child and claimed he was not on the reservation, yet he was and they issued a key yesterday.

This makes no sense, it sounds like they messed up massively.

8. Refused to let me switch a student from one room to another. Said they could not change the names in a room.

Does this really matter?

I have spent 3.5 hours at front desk talking to managers. They gave me a fast pass only because I asked and vouchers for a taxi to get to our ADR since luggage was late. What should u do? I am a teacher on A field trip and have 14 students with me and they assured connecting rooms for the 13 year only boys since we only had 1chaperonw for 2 rooms. I don't feel we should pay for rooms that we were unable to occupy from 7:15 am-5:00 pm.
Thoughts?
A

I would insist on speaking with the manager over all of the hotels, you should be owed a MINIMUM of 1 day's stay for each room. I think asking for 2 days for each room should be a good start to getting this kind of compensation. Additionally, I would ask for more Fast Passes for all of the time spent.

This is actually an example of where using a travel agent helps A LOT. We had issues at All Star Sports with cleanliness of the rooms, called our travel agent and it helped, but still was not good, we literally found a receipt on the floor under the bed from one year earlier, meaning that the bed had not been moved for an entire year! And it was not a small receipt, it was the print outs from the front desk. In the end, we ended up emailing them and they gave us a voucher for two nights free in two rooms at a value resort.

 

[ajwomic]

Thanks to the last poster. You clarified perfectly.

 

[eeyoresnr]

cmwade77.... thanks for clarifying for all of us confused DISsers... name changes to rooms matter after checkin in for a reason... if there was a fire or other catastrophe they need to know where each person should be... as for luggage nothing was taken (if it had been she would have told us) the unaccompanied minors is a big deal and should have been handled at original checkin... and there is no reason rooms would not be ready til 5? sorry too much doesn't make sense... and if you know room won't be ready til 5 why would you leave food vouchers in them?
Disney made a mistake..it happens... but for as many people that they deal with daily I say overall they do a pretty good job... they don't intentionally try to screw up your trip, after all they want you to come back... just my opinion


minnie mum posted the info she needs to complain further so she should enjoy rest of trip and deal with it when she gets home

 

[Carrie in AZ]

I'm sorry for all you have been through, the biggest being the unaccompanied minors in a room of their own. Unacceptable. I can assure you if it was my child in a room with other children only away from the trip chaperone, I would be through the roof.

My experience is that you need to be very direct with what it is you want. Hoping that someone is going to approach you and offer you something is not usually the way it goes. My advice is to to see the manager on duty, very clearly state what has transpired and outline your request for compensation. If they look at you like you have two heads, kindly but firmly ask to speak to their superior. You have spent hours at the front desk when you should be at the parks. Clearly outlining in a calm manner what it will take to make this right for you is the way to go.

I am very surprised Disney allowed minors to stay in a room by themselves. They should have moved you to a resort that had connecting rooms.

Good luck.

 

[FigmentChick]

I believe cmwade77 clarified it perfectly and it right on when setting the tone for "negotiations". I'm usually not one for "Disney needs to make it right", but in this case, there are unaccompanied minors in a room. Number 1, that's against Disney's own policies. Number 2, it's potentially a lawsuit situation because it's a school-sponsored trip. Number 3, it's not her fault that the resort overbooked; that's when the front desk associates should have found two connecting rooms for parties who had not already checked in and put this group there. It's what I would have done (and, yes, I have hospitality experience) and what should have been done. It's really not all that hard to review reservations/room allocations in a system and move parties around. Yes, it would have taken time to remake keys and such, but that's just the result when you overbook.

OP, I hope everything gets better for the remainder of your trip. Please let us know if management does anything further.

 

[ajwomic]

The unaccompanied was my biggest deal. I am responsible for other people's kids and I take it very seriously. The rest while annoying, is just that...annoying. But 13 year old boys by themselves...not okay. I was told I had no choice. Just disappointing!i know mistakes ate made but it was a series of 8-10 mistakes, some I did not post and I do expect better of wdw. I have been 9 times and never had this many hiccups.
A

 

[ajwomic]

Oh, and vouchers were in luggage b/c rooms were promised by noon and we were eating at resort.
A

 

[maxiesmom]

The unaccompanied was my biggest deal. I am responsible for other people's kids and I take it very seriously. The rest while annoying, is just that...annoying. But 13 year old boys by themselves...not okay. I was told I had no choice. Just disappointing!i know mistakes ate made but it was a series of 8-10 mistakes, some I did not post and I do expect better of wdw. I have been 9 times and never had this many hiccups.
A

Connecting rooms are never guaranteed. Disney wouldn't want you to have unaccompanied minors in a room either-It was not well done of them to tell you they could guarantee them, when in reality, they can not do so.

Having said that, If they were trying to shuffle things around in order to find you connecting rooms, I don't think you can be too mad that it took them a while to do so. They most likely had to give another family the boot from their connecting rooms to give them to you.

As to what you should do now, now you should enjoy your vacation. Nothing else is needed.

 

[Missytara]

I would have to agree with everyone. Next time you book a large group with underage persons, you should have spent a bit more and go with a travel agent. Everything you mentioned is not guaranteed for a variety of reasons and you should have done your homework a bit better or let a TA handle it.

 

[disneygma]

Connecting rooms are never guaranteed. Disney wouldn't want you to have unaccompanied minors in a room either-It was not well done of them to tell you they could guarantee them, when in reality, they can not do so.

Having said that, If they were trying to shuffle things around in order to find you connecting rooms, I don't think you can be too mad that it took them a while to do so. They most likely had to give another family the boot from their connecting rooms to give them to you.

As to what you should do now, now you should enjoy your vacation. Nothing else is needed.

Connecting rooms are guaranteed when there are one or two adults from the same household and any number of children. It does not matter if the children are from the same address. If there are more than two adults or the adults are from different addresses two rooms would be on two different reservations and can not be guaranteed

 

[dansdad]

Connecting rooms are guaranteed when there are one or two adults from the same household and any number of children.

Unfortunately, even then it's not guaranteed. I know first hand. They will say it's guaranteed and will do everything they can to get connecting rooms. But definitely not guaranteed.