[jennyd]

We recently returned from WDW. Everything was absolutely great except for one terrible experience on last night that put a big damper on our trip.
Our trip was scheduled to spend 1st 4 nights at POFQ and last 3 nights at BC.
We loved POFQ so much after first night that DH and I decided to save $345 and stay at POFQ all 7 nights. DH made calls and found that we could do this without penalty since we were staying at another Disney resort. One thing was that we had to check out and back in and switch rooms at POFQ for last 3 nights. No problem. I went down to desk 1st thing in morning after packing and storing bags on scheduled switch day, checked in and out(never looked at receipt), rushed off to parks, came back from parks and moved rooms. The next day I realized that my check out day on room key was day before we were leaving. I went to front desk, explained this to the CM, she told me that the day before we were leaving that I had to again check out and back in again! This sounded really strange to me. I said, "Are you sure we are in the system for our last night?" She said, "Yes". I said, "You don't expect us to switch rooms again for the last night, do you?" She said "no".
I told this to DH. The morning before we left. He went to front desk, explained what I told him and CM issued him new keys. We went to parks, got back at 8:30. We were going to put kids to bed, pack, get some sleep ourselves because we needed to leave at 6:00 am to catch flight. Anyway, our key would not work. I went down to guest services, explained whole thing to CM. She looked in system and said we were checked out. I asked her to open door to room so we could put kids to bed and then we could resolve this. She got a key and followed me up to the pathetic scene of my family sitting on walkway area - DD (almost 4) was exhausted and wet -(spilled water on herself), DS (2 1/2) was asleep in DH's arms. For 15 minutes she asked what happened again. I realized that she was blaming this whole mix up on us! Apparently, we had not paid for the last night, but in all honesty, we gave the CM at the front desk the dates, assumed they put it in correctly, raced off to parks and never looked at recipts. I told her that I have no problem giving her the money for the room, but please let us in the room so we could put kids into bed. DH said, "why would CM give him new keys if we were leaving that day? She said in case we wanted to charge something to our bill. Basically, she rebutted everything we said. I suddenly began to realize that she was accusing us of what she called "self-extending" our visit. We had our plane reservations for 4 months! I couldn't believe that in front of my children she was accusing me of taking my kids out for the day with no hotel room to come back to. At this point (15 minutes later), DH and I were beginning to lose our patience, but did not want to freak out in front of our kids! I very sternly told her to open the room and get me to a manager immediately.
A manager came out and I starting crying. What a deflating way to end a phenomenal vacation! He comped our last night. Which was nice, but honestly, didn't make me feel better. This was not about money at all. He said he would "talk to" the mean CM. REally- I feel like she should be fired. It was a terrible, awful scene and Still bothers me to this day.
The advice I need is - Should I let this go? I am not sure that the manager really believed my whole story! I was so upset, I am not sure I gave him all the details. I could have described the CM who told me I had to check out and in. She had a very thick accent and I'm sure would be recognizable by her description. I don't know what I want out of this. Actually, I do know. I want the horrible CM at guest relations to feel as badly as she made me feel. I have never been flat out accused of any fraudulent behavior in my life. I am an upstanding person and a responsible mother. To be accused otherwise was unforgettable. Actually, it may have helped me to get this off my chest. Thanks for that! PLease advise.

[EmpressJenny]

I understand your frustration. The whole checking in/checking out thing is ridiculous, I refuse to do it when booking trips to WDW. I would spend a few days composing a brief (no longer than one page, double spaced), intelligently worded, and strong letter including the situation with the rude CM (along with a good description of her). Take a few days to write this so you can reread it, making sure it sounds articulate (and not like a rant) and that it firmly states what you hope to gain from the situation now. Follow your letter up with a call a week or so later (and include your phone number in the letter).

I'm sorry you had a bad experience. I had such a miserable experience myself at the Polynesian in September, I wouldn't stay there again if it was free.

[MerlinMatt]

I think Jenny hit the nail on the head. On the one hand, you guys did change the terms of the stay after you arrived, so you should expect a bit of confusion. But the attitude you got was ridiculous. Writing a letter is a great course of action.

Bear in mind however, that some people have been known to take advantage of a little known aspect of hotel regulations. As it's been explained to me, once you've checked into a room, so long as you've paid for the next night prior to normal check-out time, they can't force you to leave. Some people use this loophole when they can't get the reservations they want.

For example: Joe and his family of 4 want to stay in a room for 4 nights starting on a Wednesday, but there are no rooms available on Friday and Saturday. So, Joe checks in on Wednesday evening. On Friday morning, he informs the desk clerk that he "needs" to stay an extra two nights and presents his credit card.

The hotel doesn't have a choice. They have to let him stay, so long as the credit card accepts the charge. While it's ok, and even customary, for the hotel to ask for some cooperation in terms of moving to a different room, there's nothing in the law that can force Joe to move. So, he can stay in the room without a reservation for Friday and Saturday night.

Fortunately, most people don't even know about this and there are typically a sufficient number of no-shows on any given night that hotels can usually deal with it.

So, I suspect that's what the CM was referring to. Honestly, this is where Disney has really fallen down hard with it's training. I've heard a number of different stories where folks have ended up in situations that "outside the norm" and certain CMs seemed unable or unwilling to be practical about it.

Definately write a letter. Definately proofread it. Definately take a day or two to make sure that you've said everything you need to say without going overboard.

I think it's important that Disney be aware that they have some systematic training issues.

I also think that there is some advice that people can take out of this:
1.) Check in as early as possible.
2.) Always doublt-check receipts for anything, particularly reservations for something that you can't touch right away.
3.) Don't make unreasonable concessions. If they need you to move rooms, make sure it's on your terms.

[jennyd]

Thanks Empress Jenny for the advice. I know I was ranting a bit in this post. To clarify - I do not know the name of the CM who originally told me I had to check out and back in for the 2nd time and who assured me that I was in the system for our last night. I can, however, describe her very thoroughly. Although she was mistaken, she was very nice to me. I don't have a problem accepting that mistakes happen. I have always been described as a person who goes with the flow. (Before kids, I was a middle school teacher. If that tells you anything!)
I do have a HUGE problem with the guest relations, nasty CM who insulted my character and accused me of lying in front of my children. I Do have her name and I think I will take your advice and send in a complaint.

[Disnyfan83]

Definitely write some letters. They hold A LOT of weight!!! Having been a cast member at WDW once myself, we pride ourselves on our guest service, and if a cast member is not "exceeding your expectations" let alone meeting your expectations then something needs to be done. Does everyone have a bad day - of couse - but this person sounds like she needs to work for another company! The more facts you can put in the letter (Day, time of day, other cast members you spoke to) the better. I am so sorry this happened to you. Anywhere else I would just shrug my shoulders and say "oh well," but at Disney, you should get better treatment.

[EmpressJenny]

I hope you don't think I was criticizing you being upset in your post! There's nothing wrong with ranting here on DC

[jennyd]

Merlin Matt, I think we were posting at the same time. Thank you for clarifying what she was accusing me of. I didn't even know what that meant.

I will tell you that I did checkout and back in at 7:00 am on the day they told me to. I even waited 45 minutes while they tried to print my room key. I also moved my room with no complaint. I do realize I changed my reservation and my room was already promised to someone else. I had no problem with that.

The initial problem was that instead of adding us for 3 additional nights, they added us for 2. When I realized it the following day, they told us before the 3rd night we again had to check out and back in, but not move rooms. My husband thought that was what he did, but apparently he and the CM were confused and it did not happen.
I absolutely agree with learning experience point #2. We were totally wrong for not checking our receipts. We were so excited to get to the parks that we just raced off.
I will add point #4. Always have the same person deal with these issues to decrease confusion. I should have done the last checkout/in instead of sending DH.

Thanks for your succinct advice. Hopefully, I can be as clear in my letter and that it will give me the closure I need.

[mickaholic4077]

What horrible treatment!! I hope you do write a complaint letter.

[woohoo]

I would definately send the letter- As much as I believe that there is magic at the "world" I also believe that its a lot of money for a bad experiance. You need to get what you pay for. Fortunately they keep records of your reservations and you can prove that you were origionally staying at both resorts. This way it doesnt look like you are the cheat they accused you of. What I dont understand is why they did not look this all up before giving you such a hard time. My experiance is to ask for a manager first before there is even a hint of trouble. The people working there see so many "strange" situations that I dont even take the chance anymore.

[jennyd]

EmpressJenny, I absolutely did not think you were accusing me of ranting. I am accusing myself of it. LOL.
I just know that the circumstances of this story are so confusing because of reservation changes, checking in/out 3 times in a one week visit, and dealing with different CM's. I am so frustrated by my inability to present the circumstances in a concise way, that I feel like I sound as if I am ranting!

[woohoo]

As a person with management experiance - the customer is always right, even when sometimes they are wrong. In this case I dont believe you are wrong- so you are double right- rant away, its your big vacation and they have to understand that you are counting on them to help keep it magical, not just for the kids but you too. Write that letter- what can you lose but the stamp it takes to mail it.

[MerlinMatt]

Jenny:

I didn't think you ranted or over-reacted at all. It is completely reasonable to be frustrated with a situation like that.

If you'ld like some advice on the letter you write, you can always ask anyone here.

[Buzz & Woody]

I have to agree that you should definitely send a letter. Even if nothing comes of it (which I am sure something will), it will in the least make you feel a lot better that you have written it all down and explained yourself clearly. I think that the check out and re-check in this is silly! What a pain, especially for people with kids. I understand that you made some changes, and there would be some confusion and transition, but being treated poorly isn't an excuse

[EmpressJenny]

Originally Posted by woohoo

As a person with management experiance - the customer is always right, even when sometimes they are wrong.

In my retail/bartender experience, the customer is always an a$&h0#$ But at Disney I have found that there are rude CMs and it is very disheartening.

[tinkerbell]

yes write!!!! let them know how it effected your *magical * time!