Did not get the room I booked!

Discussion in 'disABILITIES!' started by happymommy, Mar 13, 2018.

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  1. happymommy

    happymommy DIS Veteran

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    I really need to vent, but also warn others who book a HA room with a roll in shower. I had booked a king/double with roll in shower at All Star Sports. We arrived yesterday, and they tried to offer us a standard double room with no roll in shower. I’m 5’8” and not sharing a double bed, and my youngest can’t stand to shower.
    Then I’m told that our room type is not a guarantee. I showed the front desk person my confirmation. Never had this happen!
    Finally after standing at the front desk for over an hour she located us a room on property, yes an “upgrade” to a studio at the BWV. But this is one tiny room (I swear it’s so tiny), has not one drawer for the 3 of us to unpack, no table with the trundle bed down, our luggage is crammed wherever.
    I’ve stayed in the room type we had booked before. It was what we needed, not this one tiny room. I’m going to call and see if they can find us something to move to today.
    Never had this happen before!
     
  2. SueM in MN

    SueM in MN combining the teacups with a roller coaster Moderator

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    If your reservation was for an accessible room with a roll in shower, that is a guaranteed booking category and once your reservation is taken, a hotel is supposed to block it for you and take that room out of inventory.
    That includes the accessibility features and also room type. If something happens that prevents that room from being available, the resort is responsible for finding a room with similar features at their own cost.
    There are few king/doubles with roll in showers, so if something happened to it is possible that there may not be any left at your original resort.

    These things were part of an update to the ADA in 2012 designed to prevent overbooking of accessible rooms and make sure people got what they needed. This website has a good summary and a link to the actual regulation: https://wheelchairtravel.org/hotels/ada-room-reservations/

    The same requirements don’t apply to requests.
    I would check your reservation and see what it says. It should have the words ‘guaranteed’ or say it is a reservation for that type room.
    Good luck in getting what you need.
     
    Last edited: Mar 13, 2018
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  4. happymommy

    happymommy DIS Veteran

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    Thank you!
    I am kicking myself for accepting this studio! They made it sound like such a great deal, but it is awful!
    I’m waiting outside on my Safeway order, then going to the front desk to tell them we need to move.
     
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  5. GranJan1

    GranJan1 Earning My Ears

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    I understand your frustration. We just stayed in a roll in shower studio at BWV. First time we’ve been disappointed in a Disney room. For us the bed was fine but the lack of storage was ridiculous. Whatever you call that little thing for clothing storage was stuffed with an ironing board & vacuum cleaner. I don’t really want my clothes hanging against a dirty vacuum cleaner. Our room had no shower bench or adjustable shower head...just the broken pieces of where they used to be, still on the shower wall. We spent our 1st evening getting the shower sprayer repaired & finally getting a bench that looked like it was dug out of a dumpster. When my husband called about the bench they said they would try to find one & the housekeeper must’ve removed it because she thought it wouldn’t be needed. He reminded her it was a HA room. I felt like asking why they don’t remove the ironing board & vacuum cleaner...those won’t be needed & it would give us space for clothes. No place to hang towels so they hung them on the toilet grab bars...unsanitary & makes the grab bars unusable. My husband & I both filled out the surveys expressing our dissatisfaction with the room in addition to calling DVC member services. We got lots of apologies & they agreed that the room had issues & promised to look into it. I hope you didn’t get the same room...4070. If you did at least the shower head is now repaired. I know you were wanting 2 beds. Would the pullout sofa work for you?
     
  6. happymommy

    happymommy DIS Veteran

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    OMG we have the same room. We can’t move; front desk manager tried for another hour plus this morning. We’re stuck so put our groceries (drinks mostly) away and dealing with it.
     
  7. GranJan1

    GranJan1 Earning My Ears

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    Hope they provided you a decent shower bench. We started out just leaving clothes in our suitcases but got tired of that & ended up stacking them on the lower shelf of the coffee table. As big as that coffee table is, they could’ve had one with drawers in it. We made the best of it too...we love the location & being able to walk to World Showcase early before everything’s open. Hope you enjoy your stay there even if it’s not exactly what you wanted. The location may make it worth the trade off. If you haven’t seen the entertainment on the Boardwalk in the evening, it’s fun. Coney Island Chris is hilarious but he’s not there every night. I wish they had a schedule.
     
  8. happymommy

    happymommy DIS Veteran

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    I’ve stayed many times at Epcot resorts, so at least that’s a plus, but also a minus. Last night our only option for dinner was room service. Oldest has allergies, so no pizza. Food court would have been ideal. Hot dog kiosk was closed at 9. 2 sandwiches $51. I prefer a food court now!
     
  9. mousehockey37

    mousehockey37 DIS Veteran

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    Not ideal, but there is a speedway gas station right across from BWV. You could've maybe gotten subs or something there. Again, not ideal, but definitely wouldn't have run you $51.
     
  10. happymommy

    happymommy DIS Veteran

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    We were exhausted! Had a doctor appt for youngest that morning. A food court would have given my oldest more choices and less $$. Plus it took an HOUR. It was a PITA to eat on beds.
     
  11. CrankyDad

    CrankyDad Mouseketeer

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    Too be fair there are valid reason that don’t include overbooking that would have a HA be pulled from inventory. I have been a hotel GM for 20 plus years and there are times where you just can’t get you the room type.

    As previous poster said, be sure your reservation was confirmed for the HA and not a request that you made. That said, Disney seemed to do you right with the upgrade to a HA room at a deluxe.

    You can complain all you want, but if the room physically is not available and they offer you a valid upgraded room that is HA then you really have nothing else to be upset over.
     
  12. mousehockey37

    mousehockey37 DIS Veteran

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    Complain all you want...

    You were still in Disney.
     
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  13. LYSE

    LYSE DIS Veteran

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    Look at the bright side, you were upgraded from All Star sports to BWV right?

    I mean that's one heck of an upgrade if you ask me.
     
  14. Weedy

    Weedy DIS Veteran

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    I do have to point out the two names
    HappyMommy and CrankyDad
    Lol
     
    Last edited: Mar 13, 2018
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  15. happymommy

    happymommy DIS Veteran

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    .

    I had a confirmed HA room which we need (roll in shower; king room connecting to a double room). The room we got put in is NOT an upgrade! It is a tiny one room! We are making the best of it now, but I wasted hours with front deck folks trying to deal with it. I had two rooms booked; got one. Now I am going to cancel my next trip (my DH and I had BWI club room booked for our anniversary in May).
     
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  16. CrankyDad

    CrankyDad Mouseketeer

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    Does the room they gave you at BWI meet your HA needs? You did not mention that in your post.

    However you are making the assumption that your HA was not available due to overbooking, which it might not be case. That room type could have been removed from inventory for other reasons. Disney moved your from two rooms at All starts to a deluxe resort. If having two rooms was that important, you could have declined the resort upgrade.

    OP, lets be blunt. Things happen, There is not some evil person trying to screw up your room type request. The hotel should make efforts to get you as close to possible as then can to what you booked, Disney is lucky then have such a large inventory of rooms to try to move you too.

    My hotel and my hotel partners are much smaller. There are times where all I give you is what is available. Nobody is out there trying to ruin your trip, like you are making it out to sound.
     
  17. lanejudy

    lanejudy Moderator Moderator

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    OP - sorry you aten’t in the accommodations you expected. Hopefully it won’t put too much damper on the rest of your trip.

    I have heard the king+double option is going away. Renovations at the value resorts include a bump-out of the entrance alcove on some rooms, presumably to accommodate 2 queens plus a roll-in shower. If you really need the space provided by 2 rooms, you maybe should consider booking an accessible Family Suite.

    Enjoy your vacation!
     
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  18. BillSears

    BillSears DIS Veteran

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    I think one of the issues here is they are removing the category of room you booked. The renovations are allowing 2 beds with a roll-in shower room at the value resorts. You booked 2 beds and got 2 beds, the problem was you didn't get a king and a double. You didn't book or pay for 2 rooms.

    I know it's a pleasant surprise if I get 2 rooms for the price of one. But if I need 2 rooms I book 2 rooms. Personally I almost always book 2 rooms since I don't like to share a room.
     
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  19. SueM in MN

    SueM in MN combining the teacups with a roller coaster Moderator

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    I think this thread has run its course. I hope the OP has a pleasant time despite not getting what was expected.

    If a guest books a wheelchair accessible room, that is to be blocked for the guest at the time of booking.
    If that room is not available at the time the guest arrives, the hotel is responsible to provide a room of the same type, level of accessibility and number of beds.

    There are multiple reasons a room might not be available.
    Because of blocking the room at the time of reservation, the least likely reason is overbooking.
    More likely reasons would be something mechanical wrong with the room - for example, a plumbing problem. Other reasons could include a cleaning issue - for example, one trip our blocked room was not availabe because the previous guest had trashed the room and the carpet needed to be shampooed.

    The King/Queen combination existed because some rooms were too small to fit 2 full size or queen beds in bedroom area because of the amount of space taken ip by the roll in shower.
    Disney has been renovating rooms with roll in showers at the Moderate and Value resorts by squaring off the entrances. The space that adds makes room for 2 queen beds and manouvering in the room.
    With the renovations, many of King/Queen rooms have already been removed. I don’t know if they are removing all of them, but there were few of them and are less now.
     
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