Problem with Kidani stay

[carlbarry]

I would like some opinions please:
On Friday, December 13 I switched from OKW to Kidani via rental car. After arriving at Kidani, I received the text that my room was ready, 7616.
I made two trips from the car (being a solo traveler) for my luggage, shopping bags, groceries, etc.
When I got to the room I thought it was strange: no closet, no safe, etc. I opened the door chest to hang up my jacket, and once that was in, there was no room for other clothes.
I went to the desk and inquired. The CM said it was an "accessible" room, and would I like to move? I said yes--I'll be there for 6 nights and would like a safe and a place to hang my clothes. She found me another room, 7748. She asked if I had anything in the room. I said yes. She said the room was locked, and she would send someone to open it. I went back to the room, and the CM opened it. And left.
I grabbed the suitcases, swung that metal stay open thingie in the door so I could get back in for the rest of my stuff, and ran up to the third floor and down the hallway 32 rooms to the new room. Then I ran back to the open room and grabbed the rest of my stuff--or so I thought--and ran back to the new room.
A couple of hours later I realized I left my jacket in the chest. I called the desk. I got a return call from a CM who said he looked everywhere in the room and there was no jacket. I told him it would be in the chest. He called back a little later and said no, no coat. I said what am I supposed to do now, when I get home to New York City, I need that coat to leave the airport. He offered me a $75 room credit to go to the Kidani store and buy a jacket.
A little while later I got a call from another CM that there was a mix-up and they found the jacket, and that she had sent an email to an email address . . . that wasn't mine. A few minutes later the jacket was delivered to my room.
Great! What a relief.
Except a couple of hours later I realized that I had left my GPS in its case in the old room.
I called the desk again, Saturday night. The CM said Bell Services should have moved me, and I shouldn't have been left to move on my own. She also said I should go to My Disney Experience and report the missing object.
I did that. I received two emails that the GPS hasn't been found. I am pretty sure at this point, almost 2 weeks later, it's gone for good.
Yes, I realize it was me who left it behind. But I also think that I shouldn't have been given an inferior room without the accommodations we expect, and Bell Services should have moved me.
So my question is, after that long story: Should I complain to Disney?

 

[Judique]

I would like some opinions please:
On Friday, December 13 I switched from OKW to Kidani via rental car. After arriving at Kidani, I received the text that my room was ready, 7616.
I made two trips from the car (being a solo traveler) for my luggage, shopping bags, groceries, etc.
When I got to the room I thought it was strange: no closet, no safe, etc. I opened the door chest to hang up my jacket, and once that was in, there was no room for other clothes.
I went to the desk and inquired. The CM said it was an "accessible" room, and would I like to move? I said yes--I'll be there for 6 nights and would like a safe and a place to hang my clothes. She found me another room, 7748. She asked if I had anything in the room. I said yes. She said the room was locked, and she would send someone to open it. I went back to the room, and the CM opened it. And left.
I grabbed the suitcases, swung that metal stay open thingie in the door so I could get back in for the rest of my stuff, and ran up to the third floor and down the hallway 32 rooms to the new room. Then I ran back to the open room and grabbed the rest of my stuff--or so I thought--and ran back to the new room.
A couple of hours later I realized I left my jacket in the chest. I called the desk. I got a return call from a CM who said he looked everywhere in the room and there was no jacket. I told him it would be in the chest. He called back a little later and said no, no coat. I said what am I supposed to do now, when I get home to New York City, I need that coat to leave the airport. He offered me a $75 room credit to go to the Kidani store and buy a jacket.
A little while later I got a call from another CM that there was a mix-up and they found the jacket, and that she had sent an email to an email address . . . that wasn't mine. A few minutes later the jacket was delivered to my room.
Great! What a relief.
Except a couple of hours later I realized that I had left my GPS in its case in the old room.
I called the desk again, Saturday night. The CM said Bell Services should have moved me, and I shouldn't have been left to move on my own. She also said I should go to My Disney Experience and report the missing object.
I did that. I received two emails that the GPS hasn't been found. I am pretty sure at this point, almost 2 weeks later, it's gone for good.
Yes, I realize it was me who left it behind. But I also think that I shouldn't have been given an inferior room without the accommodations we expect, and Bell Services should have moved me.
So my question is, after that long story: Should I complain to Disney?

I think you should send Guest Satisfaction an account of your experience.

I can also sympathize with (1) getting a room that was not standard. (2) having to move your stuff after getting partially settled. (3) Disney's procedure for lost items (which is shared with other hotels.)

I know, people will say that 'someone has to get the non standard room' when hotels are full. I actually agree but sometimes it just gets assigned without regard for other needs.

Anyway, even though two weeks have passed, I'd still hope someone turned it in and I'd initiate another enquiry. Disney used to have a central lost and found and I can imagine it takes time for stuff to make it's way there.

 

[carlbarry]

I think you should send Guest Satisfaction an account of your experience.

I can also sympathize with (1) getting a room that was not standard. (2) having to move your stuff after getting partially settled. (3) Disney's procedure for lost items (which is shared with other hotels.)

I know, people will say that 'someone has to get the non standard room' when hotels are full. I actually agree but sometimes it just gets assigned without regard for other needs.

Anyway, even though two weeks have passed, I'd still hope someone turned it in and I'd initiate another enquiry. Disney used to have a central lost and found and I can imagine it takes time for stuff to make it's way there.

The lost item report filed on My Disney Experience is a third-party company that Disney is using or this.
I am very understanding that "someone" has to get the room. One time at Wilderness Lodge I got the infamous "dumpster view" room. But getting a room without the amenities we should have is a problem. For example not having a safe; if my money, wallet, laptop were to be stolen, would the answer be, "well, that's the room"? I agree with you completely, and thanks for the advice.

 

[scrappinginontario]

I’m not sure a complaint is on order since ultimately it was you who left items behind when changing rooms.

Even if a CM had moved you, in cases where Disney has moved us from one room to another, it was my responsibility to pack up the entire room and leave all belongings together in a place specified to us. CMs would not look in drawers, closets, etc.

It was an accident that something was left behind when changing rooms and that that item has not been found. It’s unfortunate but I don’t believe Disney is any more responsible to replace that item (or offer a credit) or receive a complaint, when ultimately it is the guest’s responsibility to check the room before they leave it the final time.

 

[Dug720]

I’m not sure a complaint is on order since ultimately it was you who left items behind when changing rooms.

Even if a CM had moved you, in cases where Disney has moved us from one room to another, it was my responsibility to pack up the entire room and leave all belongings together in a place specified to us. CMs would not look in drawers, closets, etc.

It was an accident that something was left behind when changing rooms and that that item has not been found. It’s unfortunate but I don’t believe Disney is any more responsible to replace that item (or offer a credit) or receive a complaint, when ultimately it is the guest’s responsibility to check the room before they leave it the final time.

Agreed. Plus if I entered a room and saw that there were not things that I was expecting, I would have gone back to the desk before unpacking ANYTHING or put my jacket in a "door chest" (unclear what that is, but that's beside the point).

 

[carlbarry]

Agreed. Plus if I entered a room and saw that there were not things that I was expecting, I would have gone back to the desk before unpacking ANYTHING or put my jacket in a "door chest" (unclear what that is, but that's beside the point).

I did not "unpack." I was wearing my heavy jacket from my car, instead of carrying it. There was no closet, so I opened up a door in that vertical wooden wardrobe in AKL rooms. On opening the right door, an ironing board almost fell out. On the left door, the clothes rod was towards the bottom instead of the top, and there was a bulky bundle of bed stuff blocking the hangars. I hung up my jacket and realized nothing else would fit there. I then looked around the room some more, and realized something was either wrong, or the rooms had been changed since I was last there two years ago (I'm a DVC member). Then I went down to the lobby.
Are you saying that I should have carried around my big luggage, my carry on luggage, my camera bag, my GPS pouch, 3 bags of Disney purchases, 3 bags of groceries, while I was "inspecting" the room, and then carried that all down back to the lobby?

 

[Judique]

There's no doubt that OP was responsible for leaving items behind. Or that Disney may not be responsible for the items.

However, the OP needed help in being reunited with the stuff he left behind. Sometimes people don't want to 'help' all that much when it can be rectified immediately without a third party report and a two week wait. Each case should be given some scrutiny.

This harkens back to 'customer service'. I've found that what generally happens is a credit is the first thing they bring up. I don't want a credit. I just want an honest effort to try to help me 'possibly' find my stuff in a timely manner.

OP - I've had the Dumpster View at WLV. No complaints.

 

[carlbarry]

I’m not sure a complaint is on order since ultimately it was you who left items behind when changing rooms.

Even if a CM had moved you, in cases where Disney has moved us from one room to another, it was my responsibility to pack up the entire room and leave all belongings together in a place specified to us. CMs would not look in drawers, closets, etc.

It was an accident that something was left behind when changing rooms and that that item has not been found. It’s unfortunate but I don’t believe Disney is any more responsible to replace that item (or offer a credit) or receive a complaint, when ultimately it is the guest’s responsibility to check the room before they leave it the final time.

Yes, but if Bell Services had moved me all at once, instead of me having to leave the door OPEN and run between distant rooms, I would have had time to make sure everything was moved. DVC is supposed to be a deluxe experience. This surely wasn't.

 

[Dug720]

I did not "unpack." I was wearing my heavy jacket from my car, instead of carrying it. There was no closet, so I opened up a door in that vertical wooden wardrobe in AKL rooms. On opening the right door, an ironing board almost fell out. On the left door, the clothes rod was towards the bottom instead of the top, and there was a bulky bundle of bed stuff blocking the hangars. I hung up my jacket and realized nothing else would fit there. I then looked around the room some more, and realized something was either wrong, or the rooms had been changed since I was last there two years ago (I'm a DVC member). Then I went down to the lobby.
Are you saying that I should have carried around my big luggage, my carry on luggage, my camera bag, my GPS pouch, 3 bags of Disney purchases, 3 bags of groceries, while I was "inspecting" the room, and then carried that all down back to the lobby?

I personally wouldn't have unloaded all my stuff until I checked the room - or at least checked with the front desk before just going. But that's just me. (I also don't do split stays and I don't drive so I don't have 2 trips' worth of stuff.)

 

[carlbarry]

Yes, it's my responsibility to gather my stuff. But when Disney says a text that a room is ready, if it's a non-standard room like I got, shouldn't the text message note that? If it had, I would have gone right to the desk instead of the room.

 

[carlbarry]

I personally wouldn't have unloaded all my stuff until I checked the room - or at least checked with the front desk before just going. But that's just me. (I also don't do split stays and I don't drive so I don't have 2 trips' worth of stuff.)

Again, when you say I shouldn't have "unladed all my stuff," are you saying I should have carried around all the stuff with me? Should I expect a room to be unacceptable when I arrive, and walk around with all my items before putting them down? Is this DVC or a hostel?

 

[Dug720]

Again, when you say I shouldn't have "unladed all my stuff," are you saying I should have carried around all the stuff with me? Should I expect a room to be unacceptable when I arrive, and walk around with all my items before putting them down? Is this DVC or a hostel?

You said you had a rental car. To me, that means a car that you rented at the airport (or a car care center) and had it for multiple days. And so stuff could have been left in the car while I went to the front desk.

Or did you mean you took a taxi/uber/lyft? In that case, I thought there were luggage racks you could use to transport stuff.

I'm sorry if I misunterstood. With multiple things being left, it sounded like you'd unpacked at least some things.

For future stays, Touring Plans offers "room finders" for all the resorts and indicates if a room is accessible, so you could check your given number against that and if it indicates accessible just go to the front desk and ask if there is a non-accessible room available.

 

[carlbarry]

You said you had a rental car. To me, that means a car that you rented at the airport (or a car care center) and had it for multiple days. And so stuff could have been left in the car while I went to the front desk.

Or did you mean you took a taxi/uber/lyft? In that case, I thought there were luggage racks you could use to transport stuff.

I'm sorry if I misunterstood. With multiple things being left, it sounded like you'd unpacked at least some things.

For future stays, Touring Plans offers "room finders" for all the resorts and indicates if a room is accessible, so you could check your given number against that and if it indicates accessible just go to the front desk and ask if there is a non-accessible room available.

I had a rental car picked up at MCO. I drove it the week before to OKW, Then I drove it to Kidani. When I got the room ready text message--which did NOT say the room was "special"--I went to my car parked underneath Kidani, because I was closer to the car, and brought up my luggage. I went back to the car, moved the car closer to the section the room was in, and brought up the remainder of my stuff. Now, should I have walked all the way to the room, checked it out, and then walked all the way back to the car? Maybe. But I expect a DVC room to have the amenities I'm paying points for. If I was at an Extended Stay America hotel, I would have different expectations. As far as checking beforehand on an app, when I stayed at Bonnet Creek a few months ago, I was told beforehand that the room I was getting was for hard of hearing, and the only difference was that there was a doorbell and a light to indicate someone at the door. Disney could at least inform you: "Hey, you know our listing where it says in-room safe, closet, etc.--well, that's not what you're getting."

 

[Elephantay]

We don't bring things into the room until we check it out. We are frequent travelers and look at the cleanliness ( especially floors), and pull back the sheets, then check for bedbugs. THEN we bring our stuff in. I won't get into why we do this but it has been a good way to be sure the room is overall acceptable.
In your case, it would have been nice if the cast member who brought you back to your room offered you a luggage cart, but how were they to know you needed one, or needed help moving your things?
Personally I would not complain. I don't know what the policy is for announcing accessible rooms, but why would a disabled person not need a safe like everyone else??

 

[Dug720]

Personally I would not complain. I don't know what the policy is for announcing accessible rooms, but why would a disabled person not need a safe like everyone else??

This. There is absolutely no need to "announce" that it's an accessible room. If it's not been reserved by someone needing it, someone will likely be given it - especially at busy times of the year. I'm gonna guess the OP never looked in the bathroom - that would have been an easy tell.

Or, like I said, get familiar with using the Touring Plans room finders and check the room there when you get the number because they will list if it's accessible or not.

 

[Genie+]

The lost item report filed on My Disney Experience is a third-party company that Disney is using or this.
I am very understanding that "someone" has to get the room. One time at Wilderness Lodge I got the infamous "dumpster view" room. But getting a room without the amenities we should have is a problem. For example not having a safe; if my money, wallet, laptop were to be stolen, would the answer be, "well, that's the room"? I agree with you completely, and thanks for the advice.

I would send further feedback.

There are legitimate gripes. Sometimes people err on the side that everything at WDW is temper your expectations. I dont agree. Parts that arent being managed well, how would WDW even know to correct? How would they know its also affecting other things? How would they know if it is commonly a negative turn of events for people starting their trips?

Giving feedback helps them better manage operations.

 

[carlbarry]

We don't bring things into the room until we check it out. We are frequent travelers and look at the cleanliness ( especially floors), and pull back the sheets, then check for bedbugs. THEN we bring our stuff in. I won't get into why we do this but it has been a good way to be sure the room is overall acceptable.
In your case, it would have been nice if the cast member who brought you back to your room offered you a luggage cart, but how were they to know you needed one, or needed help moving your things?
Personally I would not complain. I don't know what the policy is for announcing accessible rooms, but why would a disabled person not need a safe like everyone else??

Well, I'm a solo traveler. To go to the room, check it out, and then go back to my car and then go back to the room is a lot more work than I want on a vacation. And besides that, I never had a problem with a DVC room before, other than one time at OKW where the air conditioner duct at the kitchenette started pouring water from the ceiling after I had been there for an hour or so.
As far as the luggage cart: the CM who gave me the new room asked me if I had anything in the old room, as it was now locked, and I told her yes. And a CM later told me that Bell Services should have been sent to move me.

 

[Sprinkles&Sprints]

I would send further feedback.

There are legitimate gripes. Sometimes people err on the side that everything at WDW is temper your expectations. I dont agree. Parts that arent being managed well, how would WDW even know to correct? How would they know its also affecting other things? How would they know if it is commonly a negative turn of events for people starting their trips?

Giving feedback helps them better manage operations.

Seconding this.

 

[carlbarry]

This. There is absolutely no need to "announce" that it's an accessible room. If it's not been reserved by someone needing it, someone will likely be given it - especially at busy times of the year. I'm gonna guess the OP never looked in the bathroom - that would have been an easy tell.

Or, like I said, get familiar with using the Touring Plans room finders and check the room there when you get the number because they will list if it's accessible or not.

I did look in the bathroom, and saw there was no door by the commode. But I thought maybe that's something that's been changed since my last stay 2 years ago. That's why I went to the desk to ask. As far as Disney not mentioning this and the guest having to find it out by looking at a third party site--why doesn't Disney have to tell you the room you're getting doesn't have the amenities that are listed on the Disney website?

 

[carlbarry]

Seconding this.

I'm trying to find who to contact.