A Mickeyfan
DIS Veteran
- Joined
- May 31, 2000
I stayed at the Hard Rock on Oct 6th-9th. I had emailed them about 3 weeks prior to checkin explaining that my husband was undergoing Physical Therapy for his leg & had limited mobility and stairs were a no-no as per the Orthopedic Surgeon. We needed a room on a lower floor and/or at least close to the elevator. When we checked in we were given a room that was on the 6th floor, #6114, which is the LAST room on the wing (had there been a problem with the elevator, my husband never would have been able to walk down that amount of stairs). We were 30 rooms from the elevator. When I asked (before seeing it) if it was near the elevator (figured we would deal with the 6th floor), I was told it was a "short walk". When we saw where the room was (very last room next to the stairway exit), we were upset. I went back down to the front desk & was told they could check for another room but were sold out for that night. We figured if we had to stay 1 night we may as well stay the 3. By the 3rd night my husband was so sore (knee was swolen) & upset that he went to the manager. They still couldn't change our room. They did send us up a comlimentary in-room-movie coupon, bottled water, bottled soda, 2 pks of skittles (for my kids) and popcorn. This however didn't solve our problem. When I got home I emailed them & told them again how upset we were. I did thank them for the complimentary gifts but let thm know that it didn't make up for what they had done. I followed up with a written letter, along with paper work from the Physical Therapist showing that we weren't just guests who requested a room near the elevator so we didn't have a long walk to our room after a full day at the parks (which my husband never went to during our stay). Today in the mail we rec'd a very nice letter saying how sorry they were & a certificate for a complimentary one night stay. I was not expecting that & am very happy to have gotten it. All I had wanted to do is let them be aware that some people have requests for medical reasons & they should be honored. l know not every request can be honored but when it is a medical reason ....and you get the total opposite, is not acceptable. Considering the hotel has over 600+ rooms, there are 7 floors and maybe 6 wings...if you figure 2 end rooms on each wing on each floor that makes about 84 end rooms.....and we ended up getting one of them. What really got me upset was they did have it in the system what type of room we had needed. I had even rec'd an email from the manger letting me know that they would accomadate us when we arrived... Anyway enough babbling.... I now get to try them again one night for free....now to get my husband to agree!!! I am already thinking about going the week before Chirstmas!!!! 
if he still insists on not going back, I will just have to go without him LOL
I think to be honest all hotels etc rely on their staff to deliver excellent customer service and like all people are human some nice and some lazy
