Who do I write a letter of "complaint" too?

[dclfun]

I know Special Services will block a room that is accessible but they will not guarantee view/location. I've stayed in the AB rooms a few times and can't recall whether I paid for a preferred location or not, as those rooms are considered "preferred" rate. Sorry you were given the rooms you didn't want. With limited accessible room locations sometimes we are also in the same room every time we visit a resort vs. having more of a choice. I also have a feeling that the rooms were unblocked because you were a day late.---Kathy

 

[Lilolvr]

Sorry about your trip...requests are a tough thing to get especially during that time of year and being late.

 

[bicker]

The problem is that there will be times that more non-smokers book vacations than there are non-smoking rooms. Rather than turn guests away, "non-smoking" is typically treated as a request, and non-smoking guests are expected to accept that some of the time they will end up in a smoking room. This is not a Disney thing -- not at all. It is standard practice throughout the hotel industry.

 

[Sk8Leigh]

As for requests, I swear they usually mean nothing ahead of time for us average folks. My theory is that when you check in, the computer spits out the first available room that matches what you paid for (standard room, water view, king, etc). If the CM is nice, then they might read your requests there on the computer screen and search around for something that matches your requests. But that's extra work, so it's easier just to assign that first room that comes up. Every time I checked in at POR, I get whatever room the computer pops up, and if I don't like it, too bad - the CM has refused to change it to match my requests. I guess not everyone can stay in Building 14, though here on the DIS it seems everyone gets it but me (and the OP!)!

Do you actually ask them and they refuse, or do they say that there is nothing available? Because I never get my requests, but while I'm at the counter I ask where my room is, and then when it's not what I wanted I get them to look for something else, and if it's available they give it to me. When I stayed at POR, I had requested the Mansions, and so of course they put me in AB, so I told them I had requested the Mansions and they found a room in Oak Manor that I loved (even with a parking lot view ).

And I think someone had mentioned that it was hard on someone who was disabled to have to climb the stairs in the Mansions. They have elevators.

 

[Corwin12]

The problem is that there will be times that more non-smokers book vacations than there are non-smoking rooms. Rather than turn guests away, "non-smoking" is typically treated as a request, and non-smoking guests are expected to accept that some of the time they will end up in a smoking room. This is not a Disney thing -- not at all. It is standard practice throughout the hotel industry.

The trend up here in NH is for hotels to go completely non-smoking. A friend of mine who owns a hotel in North Conway told me his business is up because of it, not to mention, his insurance went drastically down.

 

[mickeyfan2]

The trend up here in NH is for hotels to go completely non-smoking. A friend of mine who owns a hotel in North Conway told me his business is up because of it, not to mention, his insurance went drastically down.

IIRC all the DL hotels are now non-smoking.

 

[TheRustyScupper]

1) Room preferences are NEVER guaranteed.
2) Even if you pay for a room choice, it can be changed.

3) You were a day late, so if plans were in place, they were scrubbed.
4) If you agree to pay for the missed day, it might be different.
5) Usually they can switch you during your stay.
6) However, you were there during a PEAK HOLIDAY.
7) People in handicapped rooms probably didn't check out until afterward.

NOTE: WDW does a VERY good job of trying to meet people's preferences, but that is not guaranteed. I know people get upset when they don't get what they want, but that is just the way it is. There are times when requests simply cannot be met.

 

[TinkerbellMama]

1) Room preferences are NEVER guaranteed.
2) Even if you pay for a room choice, it can be changed.

3) You were a day late, so if plans were in place, they were scrubbed.
4) If you agree to pay for the missed day, it might be different.
5) Usually they can switch you during your stay.
6) However, you were there during a PEAK HOLIDAY.
7) People in handicapped rooms probably didn't check out until afterward.

NOTE: WDW does a VERY good job of trying to meet people's preferences, but that is not guaranteed. I know people get upset when they don't get what they want, but that is just the way it is. There are times when requests simply cannot be met.

I have to agree here. We have had our room requests honored both times at Pop Century (first floor room away from the pools). We make this request at the time of booking, call to make sure it is noted on our reservation, and politely state our request again at check-in, along with our reasons for the request. Our rooms may very well have been pre-assigned both times, but I was also ASKED each time, "Is this okay?" as they circled the room on the map... Maybe our requests were honored because there are more rooms at the Values. Maybe we were there during less crowded times. Maybe checking in on a Sunday guaranteed there would be a large number of rooms turning over as guests departed that day (we have always checked in on a Sunday). Maybe we had nice CMs, or those who are very skilled at their jobs (although I kinda doubt it with the second woman who helped us, lol). Maybe it was just luck, or maybe it was all of the above. All I know is we've always had our room requests granted, but even if not, we wouldn't have complained. They are only requests and since we did not pay extra for preferred buildings or better resorts, we can't be too upset with whatever they give us. The only exception would be if they gave us a smoking room which obviously smelled of smoke. I literally cannot breathe in a room that's been smoked in (recently), and would have to leave due to health issues if they could not move me. Wonder if they'd still make me pay?

 

[D L and K's Mom]

I just want to say again.....we had a great time.

I was disappointed with the room because I really can't believe that we have had the same location the past 3 times.

I really just want to know if this is the ONLY place they place handicapped individuals with 5 in the family. That is the reason for my letter. It is also why I wrote "Complaint" in quotes. I have read a few posts here that clearly state the opposite , that they requested the mansions and were given AB with 5 people so I guess both do accomadate 5.

I was disappointed with the location and the view of the parking lot as it was really a gloomy room (no sun because of stairs), loud because of cars and people coming and going, and we had been there many other times but I did NOT request a better view room so I accept this ..It was my oversight , I goofed, I made a mistake but I was diappointed as I thought we were going to be somewhere else....anywhere else really. I goofed but I was still disappointed

We DO sometimes have to spend large amounts of time in the room. Our vacation revolves around my DS and his health from day to day. Last trip we were in the room for days and days. It was very dark and gloomy because of the stairwell blocking the light.

I was never told that any of the handicapped access rooms had any other "Level" other than standard views so I could have paid anymore for a better view. Again, my mistake, my goof, my blunder, I never thought to ask.

I did pay for the room, the park ticket and the meal plan for the day we were not there so the ressie should have been still in place. I did not get a credit back for the money for that day.

I do not think that because I have a son with Special Needs that I should get any better room than anyone else BUT I do think that Special Needs should be handled SPECIAL. I do not request a room with a roll in shower because it is nicer...it isnt I need it to shower my son in. I do not request a room with a big bed in it for comfort....I can't have 2 beds as the chair cannot go around them. I used Special Services because it was a Special request. I did recieve a nice, comfortable, handicapped room. It was clean and had everything DS needed physically but it was the same room again. We had a great vacation with no health scares or hospital stays but I was disappointed that the locataion hampered my sons access therefore all of our access to other parts of the hotel. I was also disappointed that I cannot figure out what in the heck I need to do to stay in a different part of the hotel. I asked and was told what to do, I did it and again the same location. I believe there are 100's of rooms in POR (that is what the boat captain said) I just can't believe that it is coincidence that we are always in the same ones. There must be something we are putting on the ressies that flags us into the 18 bldg. I think it is very, very odd that many people here are saying that when staying at POR they are getting the same room over and over. There must be some kind of a program in the system or something that gives you the same room. Maybe they think we LOVE bldg 18 and we keep requesting it and the request is disappearing from our ressie

I though speaking to a person, a real live living and breathing person who worked at the front desk of the hotel on 2 occasions and who talked to me about the need for the rooms etc was added assurance that the special requests were all OK was enough. Again, my mistake, my blunder, my goof, my error.

I think it stinks that requesting a non-smoking room is now going to require a medical reason. I have small children and I think that breathing smokey air from furniture etc. is reason enough. I have many friends who are smokers and I love them but they definitly do smell like smoke. I allow them to smoke in my house when the kids are not here but I open windows etc while they are here or when they go. They all understand that I have a young child and a child with medical issues. I think smoking rooms smell like smoke. What if a smoker had to stay in a non-smoking room? I would think that that would be a problem for them and would be just as unfair as putting a handicapped person in a regular room.

TIDE27 thank you for your insight. I guess when were were delayed our rooms were given away as they seemed to be all set at 9:30 on the night we were supposed to check in. Does going through Special Services help at all? Is that something maybe we should stop doing and just go through Disney or the hotel direct? I would just love to know. I can see how the trickle down effect can happen very easily that is why I find it so hard to believe that were could have been anywhere else but where we ended up as it would have meant moving 4 rooms but that seems to be what happened. Oh well, Thank you again for your insight. Everyone we dealt with was very nice and very polite I do not hold anyone responsible in fact the 2 lovely young ladies I spoke to could not have been more plesant and courtious.

 

[daMomma]

Damamma where in Rochester are you? We are in Spencerport. DS attends Mary Cariola Children's Center. Maybe there is a conspiracy against Rochester people and parking lots????? hee hee.

We live in Bushnell's Basin. I'm a special education teacher in Rochester.

Since my mom has developed mobility problems, I have become very sensitive to her needs and the challenges she and others face. I understand the need to get the correct information when trying to plan vacations for your family. Our vacations are now planned in a different way. I think about timing a lot more (how quickly can we get from point A to point B, how much time it will take to get a wheelchair etc...). Don't get me wrong I'm not complaining , but planning these small details help make a better vacation. So, using Special Services to get a room that meets your needs is a small detail that helps make your vacation more enjoyable. I have stayed at POR 3 times and have always had the lovely view of the parking lot. It's kind of funny. I always have a short walk to the car in the morning.

I think my frustration this trip was that my mom, as a TA, went through the "proper" channels with Disney. If she was making the reservations for a client they would come back and blamed her for the problem. Like you, we were able to deal with the situation and had a great time. When my DH and I travel to Disney and our requests aren't met it's no big deal. We have no special needs. I don't understand having Special Services if they can't provide the service. If you get any better information, please pass it along.

 

[SueM in MN]

I know Special Services will block a room that is accessible but they will not guarantee view/location. I've stayed in the AB rooms a few times and can't recall whether I paid for a preferred location or not, as those rooms are considered "preferred" rate. Sorry you were given the rooms you didn't want. With limited accessible room locations sometimes we are also in the same room every time we visit a resort vs. having more of a choice. I also have a feeling that the rooms were unblocked because you were a day late.---Kathy

Kathy wrote what I was going to write.
Special Services will block a wheelchair accessible room at the time the reservation is made. The accessible room is a guarantee since (as the OP mentioned, the things like a roll in shower or king bed are necessary for the person with a disability to stay there). The location/view are requests, the same as for other guests. The ONLY way to get an accessible room is to go thru Special Services; they are the only ones who can guarantee an accessible room.

I have read that the rooms that are closer to the food court/shop area are a preferred location and that, unless "preferred" rooms were paid for, it's unlikely to get them. It sounds like the CMs who were giving assurances about the room either didn't know that or didn't make it clear. Or, it could be that they blocked the wheelchair accessible room, but not the other rooms and then had no nearby rooms to go with the accessible room in the preferred location when you did check in. Since the location/view are not guaranteed, to Special Services, as long as you were given an accessible room, it didn't matter that much where.

My guess is that the room originally blocked for you was given to someone else who checked in before you and you got the room that was blocked for them. That happened to us at OKW last spring. We had an accessible Grand Villa blocked for us; there are only 2 of them at OKW, so we knew we would either be in building 48 or 62 (I think 62, but it might be 63). We were told ahead of time that our room was in the 60s building - we had a second room reserved and Special Services had even put a note on our reservation for that extra room to be in building 62 or 63. When we checked in, our rooms were in building 48. We were disappointed because building 48 is far from the check in/restaurant/feature pool area and we had 2 people with difficulty walking (plus DD using a wheelchair). We were just happy to have an accessible room and made the best of it, as the OP said they did.

 

[Sammie]

To the OP I think everyone can understand your disappointment but complaining is not going to help you in the future, which I think is what you really want.

As to calling the resort, I am sorry but this is an exercise in futility. For one if you called the number listed for the resort you got the Disney Call Center not the Front Desk, unless they were willing to Transfer you which unless you specifically asked for a transfer you did not get it. Your best bet is to always list the preference with CRO when you first book.

Circumstances beyond your control, arriving a day late, I am sure contributed to the problem. Also arriving early in the day helps with location of rooms but going when a resort is 99% does not leave much leadway. If room location and view of the available handicapped accessible rooms is important, you would improve your choices by booking preferred view, arriving when scheduled, arriving early and not going during peak times.

If that is not possible the best you can expect is an accessible room and that is what you got. Glad to hear in hindsight your trip was a fun one.

 

[dclfun]

I don't know if Special Services can block a particular room location or just a room type. Sometimes the communication is a little rough since we are no longer able to speak with an agent in that department and have to trust that the agent making our reservation has communicated our needs correctly. For awhile I always asked for a room with a tub and handrails since I have medical equipment that can be damaged if I were to try and use a roll in shower. Then I found out that in the moderates and value resorts, this room type requires you to be able to get out of your chair and walk into the bathroom. Until I learned what I should ask for, I had several hairy moments after checking in with trying to be moved to an appropriate room and feeling badly to have caused the front desk alot of grief with my situation. There may be limited accessible rooms that have the roll in shower feature and thus they may limit where we stay ( those of us who need that ). I'm just sorry the OP had to deal with such a stressful situation as I can imagine how I would feel to have done all she did to ensure she would NOT be in the same room again only to find out that's where they were going to be located. On another note we are DVC members and a few years back had checked into Old Key West resort. The CM happily told us..."oh, we were able to put you in Old Turtle Pond, just as you requested!". When I nearly burst into tears and told her that was the only place I'd not wanted to be she was able to pull up my request and realized they'd misread what was in the comments section. Go figure. Now I no longer put where I *don't* want to be.---Kathy

 

[D L and K's Mom]

Thanks for the posts. I learned a lot. I never knew the rooms near the food court etc were Prefered locations and after talking to numerous people I was never told. Thanks Dis Boards! Just to make me feel a bit better please notice that in the first line of my post I put "complaint" in qoutes and went on to say that I just really wanted to find out what I did wrong and what i needed to do to correct it for the future. I also went on to say that I had great conversations with the CMs. I now know that I need to request a prefered handicapped access room. Thanks everyone.!