Member Services "unable" to add room request

[KAT4DISNEY]

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.

So did you call back or do chat or email them to try again?

 

[Spartan86]

Made a BRV request yesterday via chat. No prob.

 

[Jkpark]

Thanks everyone for the feedback. Yes - I usually make requests for DVC rooms based on all the amazing information found on these boards. Example - at DVC - when I stay in a studio - I usually request room ending in xx or yy, highest floor possible. And the one time it came through - it was magical. And the other times - I still had an amazing stay. I get that just because I understand it is only a request, it doesn't mean all guests act in that manner.

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.

This has happened to me before when I figured "I booked ocean view I am sure I am all set" The highest floor doesn't solve the line of sight view (although it definitely helps with trees and/or shorter buildings. Was curious if it was a new rule or if I had a particular CM and meanwhile other guests are logging requests and I'm even less likely to get what I want. I'm going to re-research the layouts and views and try to come up with a still general request that might be easier for them to handle while hopefully avoiding those "partial ocean views". I'll let you all know how it goes.

 

[DebbieB]

I just got home from VGC 1 bedroom. I sent a request with 5 room numbers, got the second. 5502 - great view of the park! Ironically, we had this same room in 2015 using this method.

 

[momtwoboys]

just did one also via Chat, with the understanding its just a request. MS was more than happy to note it

 

[Jkpark]

As a follow up - I used chat and they noted the request. They did confirm with me I understand it is just a request. I am curious if this will change in the future. I wasn't aware of the touring plans fax requests until I came on here to look into this. I'm sure like a lot of things, great information is shared in an effort to help everyone have the most magical vacations, and then we end up overwhelming Disney and they need to adapt. Thanks to everyone who took the time to reply and encourage the chat option.

 

[Tink10]

First...nothing against the OP, and I know this won't be popular, but as someone who works in the vacation rental/timeshare rental industry, I can see why they'd stop taking them. The attitude of entitlement is absurd when it comes to some people and their requests.

We've had a number of people charge back their entire vacation rental purchase with their credit card JUST because their request couldn't be fulfilled by the resort. We're not talking a few hundred bucks on these, we're talking thousands for each transaction. Not to mention that some people just have unreasonable requests.

I kind of like Disney's request options when you check in online. Have the basics that are most requested and nothing more.

 

[rlk]

We just got back from our stay at the BCV, where I had requested high floor & facing Epcot. The room we got was ground floor facing the pool. I did talk with the front desk to see if they could get us a room on a higher floor because we had just checked out of a first-floor room at All-Star Sports that had this guy greeting us.

 

[KAT4DISNEY]

First...nothing against the OP, and I know this won't be popular, but as someone who works in the vacation rental/timeshare rental industry, I can see why they'd stop taking them. The attitude of entitlement is absurd when it comes to some people and their requests.

We've had a number of people charge back their entire vacation rental purchase with their credit card JUST because their request couldn't be fulfilled by the resort. We're not talking a few hundred bucks on these, we're talking thousands for each transaction. Not to mention that some people just have unreasonable requests.

I kind of like Disney's request options when you check in online. Have the basics that are most requested and nothing more.

I still don't see it as realistic to prevent requests ahead of time. It's hardly going to stop any entitlement attitudes. Then they will all just be done in person because people will still ask about certain locations. And having any sort of requests is still requests and I don't see a differentiation. In the end I think OP got bad info in their first call and obviously got it done with their second contact.

 

[patches4me]

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.

Do you see the "Chat" feature when you check in on line? Where do you see "Chat". Thanks.

 

[Sandisw]

Do you see the "Chat" feature when you check in on line? Where do you see "Chat". Thanks.

No, I use the chat feature through DVC and have them add it. Then I don’t do anything in terms of requests when I do online check in.

 

[Chuck S]

I'm surprised that they haven't limited us to pretty generic requests, like upper floor, ground floor, near transportation and so forth. Several years ago some guy was screaming at the OKW front desk, his wife was crying, because they didn't get the exact room they had listed. You know the kind.."My dues pays your salary. Do you know how much I paid for DVC? " and so forth. They were escorted out by security. It only takes one or two of these idiots to ruin it for everyone.

 

[Brianstl]

When you make a request be as nice and as generic as possible. You let them know that it is only a request that you are aware they might not be able to fill. This kind of attitude will get you a lot farther with a staff that has to deal with entitled people all day. Most service workers are willing to go farther for people that are nice to them and appear to be asking for their assistance instead of making demands.

 

[Wakey]

I had selected just high floor at BLT but I really would prefer an outside room, not bothered about partial MK view from my lake view, so just requested via chat upper floor even number.

 

[tjkraz]

Every time I encourage people to just use generic requests, someone invariably responds with a story to the effect of: "I give them 4 preferred room numbers and always get one." It's these stories that give everyone hope that they can be equally demanding and still received "Disney Magic."

I truly don't know what the answer is. If Disney stops taking requests or make it generic, they get dinged for declining service. If they keep accepting faxes and honoring overly-restrictive specifications, people who aren't satisfied are prone to fits of rage.

 

[we"reofftoneverland]

If you ask me they should not have any rooms designated “ocean view” in terms of points if it is not a full ocean view. We have not been to aulani, is that what is happening? If we pay for an ocean view, we will ask for an adjustment if it is a partial ocean view. That is “obstructed” and should cost less, like on a cruise. Because if all the ocean views are real ocean views, the requests should not really be necessary and should be limited to high or low floor, close to lobby, far from lobby. I suspect that dvc is not giving people what they pay for, which is why they are overloaded with requests.

 

[Sandisw]

If you ask me they should not have any rooms designated “ocean view” in terms of points if it is not a full ocean view. We have not been to aulani, is that what is happening? If we pay for an ocean view, we will ask for an adjustment if it is a partial ocean view. That is “obstructed” and should cost less, like on a cruise. Because if all the ocean views are real ocean views, the requests should not really be necessary and should be limited to high or low floor, close to lobby, far from lobby. I suspect that dvc is not giving people what they pay for, which is why they are overloaded with requests.

I haven’t been to Aulani but I have booked other places and ocean view was classified as seeing some of the ocean where ocean front is when you have full view,

 

[patches4me]

No, I use the chat feature through DVC and have them add it. Then I don’t do anything in terms of requests when I do online check in.

Thanks, and I did as you mentioned, through the Chat.

 

[jodybird511]

I've been very successful in adding room requests via chat, and I do as another poster mentioned--room ending in XX or YY, highest floor possible. This has worked really well at Aulani, as well as other resort. And the thing about Aulani is that there are several Island Garden View rooms that also have ocean view. They are not classified as partial ocean view. A lot of ppl like to make requests to try to get one of those rooms.