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

[D L and K's Mom]

I put "complaint" in quotes because I really just want to ask why our room was not what we requested and what I need to do for future visits. Let me explain.....

About 10 months ago I contacted Special Services about our trip to WDW this Christmas. We were planning on checking in on December 22 and staying until the 31st. We wanted to stay at POR again as we love it there. I needed a handicapped access room and 3 additional rooms for my MIL and SIL and the rest of my family. I requested ALLIGATOR BAYOU! I made this clear. We had stayed at POR on two other occasions and had been put into room 8020 and 8019 both times. The rooms are very nice but the furthest away from the main bldg as you can get. It is hard if the weather is bad to get DS wheelchair to meals etc. It is also very far away from the pool etc. We have a hard time with a stroller and wheelchair in the rain. I also really don't like the view of the parking lot. yuck.Also this trip MIL was joining us and has trouble walking long distances. I checked with SS and also here ( I know from experience that people here know just about everything ) and was told that YES, there are handicapped access rooms in Alligator Bayou. When I talked to Special Services I explained the reason about wanting to move close to the main bldg (DS and DMIL). I was told that there would be no problem it would be put into our ressies. I was not guarnteed 100% but I was told that she would make sure we were not in the same section of the mansions if they needed to put us there. I also explained that on our last trip DS had some health issues and spent time at the Celebration Hospital and most of thetime in our room at POR. We were in room 8019 and it was dark (windows are blocked by stairwell). I also didnt want anything to remind DS of the last trip. I just didnt want room 8020 or 8019. I wanted a new bldg (Alligator Bayou or another bldg). I called again every month to check. I was told each and every time that things were all set. They were so nice!! I called on Monday before we left. I called SS and then I called POR. I spoke to the nicest girl Amy. She told me that it was all in the computer. We had a nice chat. I called on Thursday to make sure all was set and to see perhaps if we had been assigned a room. I spoke to Jaime and we had a nice talk. She asked about DS and his disability as her brother is also in a wheelchair. She said it was noted and she said that Mickey was looking forward to DS's visit. I called back right after my conversation and asked to talk to a manager. I wanted to give them the names of both girls. I told the lady how wonderful they were etc. She looked at my ressie and said we were all set. I was thrilled!!! We had a bad time getting to WDW. Dh had to call from Atlanta to tell them we would be a day late checking in as we were stuck there. They told him ok and he checked info again. We finally got to WDW and when I was checking in I was given our room numbers........8018, and 8017. My mouth fell. No, this cannot be happening. As the wonderful lady was showing me on the POR map I started to say something like, no , no, no please tell me no. I was exausted and I just could not believe that this was happening. I asked her to please double check and then I explained the problem. She went in back and came out and said that there was nothing they could do. I asked for a manger and was told that everything was full for the holidays (it was Dec 23) I asked if there was any chance of us moving at anytime during our trip? I explained what had happened. I was told that perhaps because we were a day late our rooms had been given away..... Well, we ended up in rooms 8018, and 8017. They are exactly like 8020 and 8019. DMIL and DSIL were next door. WE could not switch with them because they were not handicapped access. The rooms are very nice with a beautiful view of the parking lot....yuck MIL had trouble walking to the food court and we had to take the van to and from meals. The weather was pretty "iffy" so we ended up driving to the main bldg quite a bit. I was so disappointed. I am thinking we will never stay there again for fear that we will be in the same section again. I just want to find out what we need to do to be moved to a new section of the hotel. I was told there are over 2000 rooms in POR I can't believe that 8018 and 8017 were the only ones available in the whole hotel when I made the resseis months ago. Anyone have the number or email address or the snail mail address.

 

[mytwotinks]

Not sure about the address, but I don't think you should be too negative in your contact. I am sure that your rooms were set up the way you had been promised for the day that you had planned to arrive. Someone else probably checked in and requested a room in AB. I don't think that they would have left the room empty overnight. I am pretty sure it is first come first serve as far as room location. Sorry you didn't like your rooms. Have you considered trying POFQ next time. It is a much smaller resort so you would have an easier time getting around.

 

[dizzknee3]

I haven't been to POR in a number of years but I thought the Alligator Bayou rooms were further from the front than the mansion section. Maybe I'm wrong. Anyway the only address i have is WDW Guest Relations PO BOX 10000 Lake Buena Vista 32830

 

[dizzknee3]

I just did a search and found an email address if you want to send it that way. wdw.guest.communications@disneyworld.com

 

[bab31]

I know you probably dont want to hear this but maybe booking a water view room would have been appropriate. It is too bad they could not do more for you. sounds like it was full. I am sure arriving a day later comes into play here. Hope you had a nice vacation anyways- how was the rain for you? I am hoping we wont experience it while we are there.

 

[daMomma]

We had the same thing happen to us over Thanksgiving! My mom is a TA and made the arrangements for our trip with Special Services. My mom has medical needs that really require her to be on the first floor and she also requested AB. Before we left for our vacation she called to confirm. She was told that when Disney upgraded their computers they "lost" the requests. Disney kindly put the request back into the reservations and we were told that we were all set. When we arrived at POR the week before Thanksgiving we were given 2 rooms on the Mansion side and on the second floor. We talked to a front end manager and he was unable to help us because of the holiday traffic. After a long discussion he finally addmitted that they (Disney) must have lost the request in their new system. We spent a lot of time at the front desk trying to get this problem solved instead of at the parks. We were on the 2nd floor on the Mansion side and also had a lovely view of the parking lot. We had to drive to breakfast everyday and the stairs were difficult at the end of a long day. In addition, my parents keys had to be replaced several times and then Disney lost my parents reservations. Disney corrected their mistake, but again this took time out of our vacation. We still had a great time but I could have done without the daily runs to the front desk to get new keys.

I see that you are from the greater Rochester area, so are we. Maybe Disney doesn't want to honor requests from people in Rochester Actually, I would like to think that Disney's new computer system caused the loss of the requests. We were told that if you make requests through Special Services your request will be honored (just not this time). Good luck with your "complaint".

 

[Irishhockey]

Unfortunately... I think this was no fault of Disney...

You'll read numerous reports and suggestions of how "the early bird... gets the worm" when checking in at Disney resorts. Whether this is the "best" way or the fairest for Disney to handle reservations, who knows?

I agree that it's an absolute shame what happened to you! You made several attempts to ensure that it didn't happen, but it's always the unexpected that puts a 180 on everything. Had you potentially checked in on your arrival day... you "may" have been granted a closer location... but that will always be a "what if."

Keep in mind that Disney may have tried to place other families in that location.. but they could have requested to be moved closer.

Overall you should be pleased that you recieved a handicap accessable room and all 4 rooms close together! The resort may have done the best they could with the requests you gave... but at the same time... there's only so much they can do. Personally, all of us together would have been more important to us then room location. If we had to walk... at least we got to walk together!

I would write a letter to Disney Reservations/Guest Relations... but keep in mind that "requests are just that, requests... and can never be guarenteed" I get that speil everytime I try to add a note on my reservation!

 

[D L and K's Mom]

I can't do POFQ as they don't have rooms for 5 people. I didn't book water view as I really thought we had all our bases covered. I was told that bldg 14, 15, 16 and 17 of AB were close to the main bldg...they are. The handicap room in bldg is smoking so we knew that was out. I was told that our room would be all set when we called on Friday the night we were supposed to check in. DH called from the airport and we were told it would be held as we still had to pay for the night, and for the dining plan and park ticket for the day we missed so I don't think that was it.We were charged just as if we had checked in on Friday like we were scheduled. I think someone just requested AB when they checked in and they were given our room without checking the notes that were on it from Special Services. As of Friday evening at 9:45 our rooms were all set in AB. From then on I have no idea where they went. I am trying to figure out how 4 rooms were so easily obtained in the Magnolia Bend section. I would think finding 4 rooms would be hard. I was just disappointed. I know that there are 100's of rooms available and I was just disappointed that it was the same bldg but mostly the same room ...right next door....we did have a good time though. I know all about the request not being granted but I was told by Special Services that location near the main bldg was one of the things they could put on the request.....because it is Special Services. I was happy we were all toghether but the walking together could not happen.....DS could not walk in the cold rain and MIL had trouble. We "DROVE together though" I just want to find out what we should have done as Speical Services thougth we had ti covered.

 

[maxiesmom]

Are ALL request guaranteed thru special services? I am wondering if that is true, and word has gotten out, that too many people have decided to use this as a way to get what they want. Not you, but people who would just like to pick a building or floor, and have found that going thru special services is the way to get it. I would hate to think that, but there are so many unscrupulous people who would not hestitate to claim a disability, just to get some kind of perceived perk like a specific room location.

Unfortunately with the way the Disney reservation system seems to work, your room is not your room until you check in. That means that you may have talked to a few people and have noted on your ressie that you need a ground floor room, but if susie smith walks up and requests a ground floor before you arrive, she could get the last ground floor room leaving you in the lurch.

Disney does need to have a better system in place to truly guarantee close/ground floor rooms for people who need them. Unfortunately, with so many people who will lie, without requesting a doctor's note, I'm not sure what they can do.

 

[Irishhockey]

I was happy we were all toghether but the walking together could not happen.....DS could not walk in the cold rain and MIL had trouble. We "DROVE together though" .

LOL! I forgot about that rain part!

Like I said I think it's just a shame... while that doesn't "ruin" a vacation... it surely puts a downer on it!

Would your son be "ok" in a standard room or is handicap accessability a big issue? That may be an option to try if ever returning.
Of course thats not to say that you should over look your son's well being for room location... but that's sure how Disney is making it seem! (I say you write that in your letter )

I don't think there is anything you could have done differently... you did everything that was in your means and control! You go girl!
Unfortunately it only takes one CM to ruin your hard work... or even one very disgruntal guest who refused to stay in that section!

 

[mickeyfan2]

I don't understand the complaint about a parking lot view. If a standard room is reserved then that is always a possibility. If this view will ruin your vacation then please pay for the preferred view or preferred location to be closer to the main building.

What if somebody arrived earlier who had the same reservation requests and needs as you and then found out that they were too far away. They go to the front desk and complain. The manager gives them what they want, which was your room. Should they have been told no, but a guest who will not be arriving until tomorrow wants that room?

 

[Feralpeg]

So sorry this happened to you. Unfortunately, checking in a day late may have made the difference. The resorts were at 99 percent capacity last week.

 

[D L and K's Mom]

We did have a great time. The parking lot view was really not an issue it was just diappointing as my MIL and SIL had a nice view of the fountain and a grassy area in front of their room. Everytime we have stayed there we have had the same bldg with the same view of the parking lot. I just was a expecting a view of the grass this time.
Let me just say we did have a great time and everyone we dealt with was pleasant and understanding. I think I was just so exausted by all the running around before the trip, the delay in Atlanta etc that when she circled blsg 18 on the map I just lost it. I was so sad and ready to cry, I was really disappointed. Really now if you put it all in perspective we had a great vacation. DS had the time of his life, no health problems, no hospital trips etc.
For anyone staying in room 8018 let me just warn you there is no light.....the stairwell blocks it and the room is pretty dark all day. We didnt stay in the room too much this time but the other room (8019 or 8020..can't remember which) has the same problem and the last trip DS needed to stay in bed and it was really gloomy and sad with no sun. Thanks to all who posted .
I don't think Special Services can 100% guarantee your requests but if there is a particular health reason (DS's chair and the request for a bldg closer to the main bldg) then they will tell you that yes that is something they can note on your ressie and it probably will be met. I just let myself get excited when 12 hours before we checked in we were told all was OK. I should know that it is never a done deal until you are there in the room holding the key (which never seemed to work correctly this trip...sometimes it opened the door others nope and we did have a few trips to the main bldg to "re-program" it) I hate the computer keys...well, that is another topic .
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.
The rain was cold and yucky. Christmas was horrible. We got the lightning and thunder from the tornado that hit other parts of FL. I was sick with the stomach bug...... GROSS. Thank god it was only me and no one else got it. Family went to Ohana for breakfast and then took monorail to the other hotles to see the Christmas Decorations. I woke up thinking that a car was coming through my wall but it was thunder! Needless to say it would not have mattered if they had let us stay in any bldg no one was walking anywhere that day....

 

[bytheblood]

I am sorry to sound uncaring, because I am not. The situation was unfortuante, but arriving a day late may have been the kicker.

Also, when booking a standard view, a parking lot view is what you chance.

I do hope your next visit is better.

 

[Sk8Leigh]

I don't get the big deal about a "view" in a moderate anyway. It's not like you have a balcony where you can go out and enjoy it. I always keep my blinds closed so that people walking by can't see in, and if I go out I'm leaving the room to go somewhere anyway. The only time I've cared about a view was at the CR where I paid extra to get a MK view.

 

[HugsForEeyore]

I thank the OP for posting all of this, since I have the exact same problem when staying at POR! I keep getting the same room - in my case, it's in the back parking lot corner of mansion Parterre Place. I won't stay at POR again because I can't see a new section of the resort! I tried requesting AB twice and was denied both times. They do leave AB for families of five, so I guess that is one reason it is denied. But alas, it would be nice to see a different mansion at least, but nope!

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!)!

So nowadays I don' t want to stay at POR, as I want to see something new! Or like a previous poster said, I would pay for a preferred view, if POR has them. And I don't make requests anymore, since they have always been completely useless in my case.

OP - I feel your pain!!! You are not alone!

 

[Tide27]

I thank the OP for posting all of this, since I have the exact same problem when staying at POR! I keep getting the same room - in my case, it's in the back parking lot corner of mansion Parterre Place. I won't stay at POR again because I can't see a new section of the resort! I tried requesting AB twice and was denied both times. They do leave AB for families of five, so I guess that is one reason it is denied. But alas, it would be nice to see a different mansion at least, but nope!

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!)!

So nowadays I don' t want to stay at POR, as I want to see something new! Or like a previous poster said, I would pay for a preferred view, if POR has them. And I don't make requests anymore, since they have always been completely useless in my case.

OP - I feel your pain!!! You are not alone!

Actually, I work at a resort at WDW and run the front desk. Many rooms are preassigned. Especially during the busy season, that is the only way to go. Every time your reservation is pulled up, the front desk reads a comment screen where we can see your preference.

However, when you book through Disney or a travel agency...the hotels have nothing to do with it. Usually rooms are pre booked and are hard to move around. If I move one person around, that means I move someone out of a reservation...which means I have to move someone else....to then move someone else etc.

Much more goes into assigning your rooms than you think. If the central reservation office or travel agency doesnt post your request to our computers, there is nothing we can do. Many times guests come in saying they were promised a water view, preferred, king, etc...and our comment screen shows nothing, and your room is already preassigned.

Just because whoever you book your trip with promises you something, doesnt mean that request made it to us. Many times we try to meet every guests request, just sometimes its impossible.

 

[lovethattink]

We do alot of weekend trips to WDW. I've stayed at least 4 different weekends this past year at POR. I'm opposite of OP because I ask for a room near the parking lot and I ask for the mansions because they have elevators. Alligator buyou doesn't. I've noticed that if I arrive in the morning, I generally get my request. However, if I wait for dh to get out of work before I check in, I'm usually no where near where I wanted to be. I think the timing is key. As Tide mentioned, filling one person's special request at the time of check in, will bump another guest.

I stayed 2 weekends at CBR this year, both times I was closest to the parking lot and had "lawn" views instead of parking lot views. I was very happy there. Was in bld 41 in Jamaica and had a preferred room the other time. I think the Jamaica room was closer to the food court than my preferred room.

OP, over the years, I have gotten the same room 3 times at POR, lol. Lucky for me, it was a standard room, but if you stood at the window you could see the boats going back and forth! That room was when I didn't make any request other than non-smoking. Go figure!

 

[bicker]

I wouldn't really bother "complaining" about not getting requests honored. After all, they're only requests. I'd complain when there are things we were explicitly promised ("guaranteed") which weren't honored. That's a significant issue.

There was an interesting article on complaining yesterday. We're discussing it here:

How to complain effectively

I also wouldn't bother just "asking" why requests weren't honored. The nature of requests is that there is no monitoring or recordkeeping associated with them. The reason is almost unquestionably lost to the passage of time, from the moment you checked-in.

 

[Corwin12]

I don't know if this is 100% accurate, but since we are talking about requesting rooms and whether they are guaranteed: When I booked our return trip while I was there in December, the Disney TA told me Disney will not guarantee a non-smoking room unless you have allergies or asthma. I had never heard anything more ridiculous in my life. My wife does suffer from allerigies (can be severe at times) but I would expect every non smoker to tell Disney they have asthma or allergies to guarantee a non-smoking room. That could ruin a vacation.