Member Services "unable" to add room request

[Jkpark]

I just got off the phone with member services to add a room request for my upcoming stay at Aulani and was told they don't take room requests. They can say high floor or near lobby but nothing else. I pushed as this is different than every other reservation I have made, and she said Aulani has instructed them to stop taking room requests due to not being able to make guests happy. I noted we understand it may not be honored, but I think I am more unhappy to not even get to put in a request? If I'm using more points for an ocean view, I would like to be able to request a room that has a real ocean view and not just a view if you step on the balcony and turn all the way to the right. Anyway - she said she could add "best view of the ocean". I said if there is a spot for notes, I would rather request which tower/room numbers I prefer as that is more likely to get me the view I want. I would imagine the person processing it doesn't have all the information memorized for "best view of the ocean". She then told me this is another reason all the resorts are doing away with taking requests. It is unfair that some people have access to this information and can make requests while others just show up and she can't put in any requests like that. I finally gave up and came here to see if others have been experiencing this or did I just speak to the wrong person and I should try again?

Side note - I live in landlocked Arizona so when I "pay" more for an ocean view - I really want an ocean view.
Appreciate your input.

 

[crvetter]

I just got off the phone with member services to add a room request for my upcoming stay at Aulani and was told they don't take room requests. They can say high floor or near lobby but nothing else. I pushed as this is different than every other reservation I have made, and she said Aulani has instructed them to stop taking room requests due to not being able to make guests happy. I noted we understand it may not be honored, but I think I am more unhappy to not even get to put in a request? If I'm using more points for an ocean view, I would like to be able to request a room that has a real ocean view and not just a view if you step on the balcony and turn all the way to the right. Anyway - she said she could add "best view of the ocean". I said if there is a spot for notes, I would rather request which tower/room numbers I prefer as that is more likely to get me the view I want. I would imagine the person processing it doesn't have all the information memorized for "best view of the ocean". She then told me this is another reason all the resorts are doing away with taking requests. It is unfair that some people have access to this information and can make requests while others just show up and she can't put in any requests like that. I finally gave up and came here to see if others have been experiencing this or did I just speak to the wrong person and I should try again?

Side note - I live in landlocked Arizona so when I "pay" more for an ocean view - I really want an ocean view.
Appreciate your input.

I have no experience with Aulani; however, at WDW I haven't ran into any issues. I would simply try through the chat feature instead. You might find that better.

 

[Sandisw]

I haven’t run into it yet, but I can understand why they might be trying to eliminate them. I can’t tell you how many times I’ve been at the front desk and heard people complaining about not getting the request. While you may be understanding, others are not. If you have booked ocean view, then you should be getting a room in that category. Yes, there are certain better ones than others but someone is going to get those and others not. It is why I try not to request, other than at BWV when I put closer to elevator. But that is due to a back issue. If they told me I couldn’t put that in I’d be okay.

But, I agree, try the chat feature and see if they can add what you want. I have had luck that way with my BWV request.

 

[_auroraborealis_]

I can’t tell you how many times I’ve been at the front desk and heard people complaining about not getting the request.

The Poly Desk Tantrum Society is epic.

 

[KPeterso]

Interesting --- my only requests are always top floor and near elevator or transportation. And I always acknowledge that I am aware those are just requests, and that I may not get them. Oh and I typically request an allergy cleaning which they have to honor due to severe allergy issues. I can have no scents used in my rooms.

 

[vacationer1954]

The way I've seen some guests respond to not getting what they want when they want it, I'm surprised Disney permits any requests to be taken.

 

[lovin'fl]

OP, you requested, and they took request for, top floor, correct? That's a room request. Do you mean a specific room # request? I have never done that with calling MS or online check in...ever. Never requested specific room number. I have, however, done so with TP website as that's how they do it...you select room and they fax over to resort 5 days before check in (or 7?). See if they have Aulani on there...I am not sure.

 

[crisi]

In typical fashion, a few bad apples have managed to spoil something for everyone. Disney would much rather you have your tantrum on the phone, where you aren't spoiling anyone else's vacation, than at the front desk - where it becomes everyone's business and other guests' problem.

 

[KAT4DISNEY]

Sounds odd. I’d try again.

They’re being unrealistic if they actually think they can stop taking room requests. It’ll just create more issues at the front desk.

Deluxe gets less and less deluxe.....

 

[Pooh12863]

I just got off the phone with member services to add a room request for my upcoming stay at Aulani and was told they don't take room requests. They can say high floor or near lobby but nothing else. I pushed as this is different than every other reservation I have made, and she said Aulani has instructed them to stop taking room requests due to not being able to make guests happy. I noted we understand it may not be honored, but I think I am more unhappy to not even get to put in a request? If I'm using more points for an ocean view, I would like to be able to request a room that has a real ocean view and not just a view if you step on the balcony and turn all the way to the right. Anyway - she said she could add "best view of the ocean". I said if there is a spot for notes, I would rather request which tower/room numbers I prefer as that is more likely to get me the view I want. I would imagine the person processing it doesn't have all the information memorized for "best view of the ocean". She then told me this is another reason all the resorts are doing away with taking requests. It is unfair that some people have access to this information and can make requests while others just show up and she can't put in any requests like that. I finally gave up and came here to see if others have been experiencing this or did I just speak to the wrong person and I should try again?

Side note - I live in landlocked Arizona so when I "pay" more for an ocean view - I really want an ocean view.
Appreciate your input.

I think you’re better off with a more vague request than a specific room. If the room you request is unavailable because it’s already occupied by another guest The room assigner has no idea why you wanted that room. I figure what room I want and then request criteria that would include that room and take my chances that I’ll get the room I want, worked perfectly this past June, I got the exact room I wanted without requesting that exact room.

 

[Fred M]

If I'm using more points for an ocean view, I would like to be able to request a room that has a real ocean view and not just a view if you step on the balcony and turn all the way to the right. Anyway - she said she could add "best view of the ocean".

Given the layout of Aulani, an ocean view shouldn’t be a problem if you signed up for a true ocean view. They generally have “Island Gardens View,” “Poolside Gardens View,” “Partial Ocean View,” and “Ocean View.” All the inside the horseshoe rooms face the ocean, the question is whether your view is obstructed by palm trees or not (in which case a high floor request takes care of the palm tree issue).

But just reading the boards here, people have a lot of requests for Aulani room types. Probably more than any other resort.

 

[Welsh_Dragon]

OP, you requested, and they took request for, top floor, correct? That's a room request. Do you mean a specific room # request? I have never done that with calling MS or online check in...ever. Never requested specific room number. I have, however, done so with TP website as that's how they do it...you select room and they fax over to resort 5 days before check in (or 7?). See if they have Aulani on there...I am not sure.

Now 30 days before check in by e mail. They just changed the system.

 

[Ladyandthepuppies]

It makes sense to me that they would stop taking room requests because it definitely can lead to disappointment and I dare say maybe even a sense of entitlement. On our last trip to WDW I used TP and we requested a first floor room with a view of the pool (we stayed @ Contempo garden wing.) I got a first floor room not far from the pool but no view. Our room wasn’t ready when we checked in, and I was annoyed that we didn’t have a room on time or a view of the pool. In retrospect, it was lucky just to get a 1st floor room. I didn’t complain or anything but not having my room request fulfilled exactly the way I wanted it lead me to feeling bummed out instead of appreciating the effort Disney made. Of course, guests are supposed to know that room requests can’t always be accommodated but when you request a certain number room it limits Disney’s ability to grant your request. “A room at the top” is much easier to fulfill than a specific room number.

 

[Wakey]

I think this Touring Plans fax thing has got out of hand. Loads now do it, it must drive them nuts and be impossible to accommodate. I think they should say it no longer be accepted.
They should expand slightly the request check boxes, make it two only, and have them the same across resorts where appropriate. For example, I always would like far from elevator as it's quieter- one I normally get by the way as most people are lazy, but there's no auto option.

 

[bobbiwoz]

We had a poor “ocean view” at Aulani. This was at our second visit, and at our first visit we had a wonderful “ocean view.” This second time the villa next to us was an “island view.” We should have gone down to request a change when possible, but we didn’t.

Some of those marginal ocean views should be reclassified IMO.

 

[_auroraborealis_]

I think this Touring Plans fax thing has got out of hand.

Fax is so 1980. I can't imagine there is much the resorts are really using it for anymore. I would just turn them off except when needing to send the rare outbound (or receive from a known business partner).

 

[lovin'fl]

Now 30 days before check in by e mail. They just changed the system.

Good to know. I have one set up for Sept 27th arrival. 30 days is coming up. We have had good success using it twice before. I have a split stay coming up but only used it for the 1st part, at BWV, because MIL and FIL are with us and can't walk the long hallways plus we have standard view which 'close to elevator' can get you a very noisy room by the portico. Then for the SSR part of the split, I requested Congress Park with MS.

 

[Minnie_Momma]

Just to share my recent experience, I called yesterday to request a Ground Floor room for our upcoming stay at the Garden Wing at the Contemporary (no specific location/view/room # requested...just ground floor). During on-line check-in the only room requests that I would have been able to make myself were for "upper floor" or "highest floor". The CM I spoke to said that she wasn't certain that she would be able to add this request, but that she would reach out to Member Services. About 10 minutes later she had permission and was able to note the request for me (with a strong warning that it was just a request and not a guarantee)...definitely seems like room requests may be becoming more broadly restricted at Disney resorts!

 

[kboo]

The Poly Desk Tantrum Society is epic.

Now wondering if I should be googling...

I think you’re better off with a more vague request than a specific room. If the room you request is unavailable because it’s already occupied by another guest The room assigner has no idea why you wanted that room.

This is so true.

Generally I ask for "highest floor possible" which is probably the most useful request when staying in standard category. Once at BLT we ended up on the 4th floor, when the room 1 floor above was classed as TPV. The next time we were on the 2nd floor (at BLT) and another time on the ground floor at VGF. But that VGF studio was still way better than the dreaded 1221. And no waits for the elevator with a double stroller, which was really quite nice.

I will add that with Marriott/SPG (used to travel a ton for work), "high floor" and "near/far from elevator" were really the only ones they'd let you have as well. Sometimes on check in at a hotel, they'll say, "this room (that doesn't fulfill your request) is ready now, or do you want to wait for the (room that fills your reqeust)?" I don't think I've ever said I'd wait. Would rather get in the room and get settled!

Fax is so 1980. I can't imagine there is much the resorts are really using it for anymore. I would just turn them off except when needing to send the rare outbound (or receive from a known business partner).

I clicked on a button to fax the room request from TP once, when I was looking around at room views, and I could NOT turn it off! And it was made worse because I kept getting emails saying that they'd be "faxing your room request in 7 days" and then "your room request has been faxed" when I kept trying to cancel it. Just didn't want to be *THAT* person. I have had better luck using the chat feature, or just sending a nice email. But also keep it super simple.

 

[RachaelA]

I had a room request added last Thursday for BLT. Same request we make literally every single year for the same week. I started off with ‘don’t worry I know it’s just a request and not a guarantee’ and the cast member was like sure and it was no problem to add it.