Coronado disaster! Stay away.

[DisneyMomx7]

I would be upset too.

Sounds like they are not going out of their way to at least try and make the situation better.
Poor customer service.

 

[snappy]

I feel you. Long waits at check in and messed up MBs shouldn’t happen.

I’ll say this though. WDW must be packed to the gills this week which I’m sure made it difficult to honor your room request. I tried booking for this week and most of the time there was not a single room of any type available on property.

Good luck and hope your trip gets better from here in out.

And if the resorts are packed, they should be staffed to handle check in, MDE, and fixing bands that aren’t functioning.

 

[Anchored]

We stayed at Coronado last weekend (our 2nd time) and I don't think I will be returning
The buses were very slow
The lines in The Mercado for breakfast and dinner were so long that they spilled past the registers into the main dining area.
The line at the poolside grill was so long that I ended up just getting out of line, and mobile ordering was down
My previous trip was not like this, but this was before the tower opened. I think there are too many people for the resort to manage with the tower open. It was really disappointing. I will be sticking with my old standby - CBR

 

[nkereina]

I know it’s easier said than done, but there were obviously two individual rooms available for this group. It would theoretically be a simple matter to shift two individual check-ins those individual rooms to free up an adjoining room.

A poster above said rooms are organized 3 to 4 days in advance and that should be enough time to figure out.

Disney resorts operate at a greater than 90% occupancy rate all year long. And assigning rooms is like Tetris. There is rarely the perfect scenario to accommodate everyone requesting connecting rooms where two connecting rooms vacated the same day with two more who requested it are coming in. One may check-out on Monday while the other checks out Tuesday, or one checks in Thursday, etc. They also have to fulfill what guests have booked before they can fulfill what guests have requested. If these are garden view rooms (for example), the earlier guest won't be bumped from a garden view connecting room just because a person requested a connecting room. Its not as simple as you think with so many people coming and going on all different days of the week for different lengths of stay.

For the OP, I'm sorry your trip got off to a rough start. But I tend to agree with PPs that you unfortunately hit the perfect storm of events - MDE outage they weren't prepared for, one of the busiest weeks of the year, and a late arrival when its typically more difficult to fulfill requests. I think you would have encountered this at any resort, not just CSR.

 

[AngiTN]

The beginning of the problem was their telling you 1 band can open 2 rooms.
I've been assured many times this can not happen. And I believe the issues with your band are now showing this.
That right there set off the series of unfortunate events.
And I'm really sorry you didn't get your room request but it's incredibly disingenuous to complain about not getting them. Be disappointed sure. But in no way shape or form is is fair to the resort, or others reading your review, to complain about it to the point that you call it a disaster. That's blatantly unfair.

 

[DisneyWishes14]

OP, I would encourage you to speak with the front desk and ask for a manager if need be. Let them know you would like your gift card at the very least.

 

[msushaner]

The beginning of the problem was their telling you 1 band can open 2 rooms.
I've been assured many times this can not happen. And I believe the issues with your band are now showing this.
That right there set off the series of unfortunate events.
And I'm really sorry you didn't get your room request but it's incredibly disingenuous to complain about not getting them. Be disappointed sure. But in no way shape or form is is fair to the resort, or others reading your review, to complain about it to the point that you call it a disaster. That's blatantly unfair.

Yeah I’m gonna say the resort could’ve stepped up and sent someone right away to get us into our room. And also take ownership we wasted 2 hours of time that should’ve only took 15-30 mins top of getting checked in and walking to our room after Magical Express. Also no nothing except I’m sorry. Not a simple fastpass nothing to show anything to make up for time lost.

 

[chainkid]

When I travel with a large group of people and have multiple rooms, I ask for a travel with number as soon as I make my reservation 11 months in advance most of the time. In 10 trips I have never not gotten most of the rooms in same hall way. I then call ahead to confirm. Nothing is guaranteed but so far so good. The magic bands not working has happened to me at the BW several times and the long corridors make it very tiring on a travel day to schlep back to front desk . Disney IT is very bad at times. Trying to enter parks with annual passes often got us denied but now I always bring my passes with me and a credit card. We have all experienced inconvenience especially arriving late at night so you aren't alone. It doesn't ease your pain.

 

[eeyoreandtink]

While not a great experience, I don't think it merits this kind of "never again" response. Things happen, and it seems like they did what they could to fix this. No one was rude or dismissive that I am reading.

1. Connecting rooms are NOT a guarantee. You shouldn't expect them to be.

2. Check in definitely should have been more efficient, but when a large group of people descends unexpectedly, sometimes delays happen that are out of the resort's control. If they had staff standing around not being utilized then yes, a complaint is warranted. if everyone was working to get people sorted, they were doing their job.
Checking in online well ahead of your arrival would eliminate this. You can do so up to 60 days in advance so any problems with the app can be resolved.

3. each magic band is only ever tied to ONE room. I think that led to a lot of your issues.

4. Guest services is not who you should be talking to. They aren't onsite at the resort. I would have gone directly to a real person at the front desk to get this resolved.

5. I just don't get why everyone expects compensation for every little thing that happens at Disney. Yes, you were late getting into your room, and it shouldn't have taken that long. I am not sure how free fastpasses have any bearing on that.

 

[Lilsia]

I am sorry this happened. It is very bad customer service. I just got back from a stay at ASMo and the line for front desk was always long and they did away with just having a concierge line. So everyone had to go into the same line no matter what the issue. Plus there would be 2-3 people helping guests and another 4-5 standing around talking. Next time something like this happens, go to twitter #WDWguestservices and tweet your issue. I did that and they responded almost instantly.

 

[AngiTN]

Yeah I’m gonna say the resort could’ve stepped up and sent someone right away to get us into our room. And also take ownership we wasted 2 hours of time that should’ve only took 15-30 mins top of getting checked in and walking to our room after Magical Express. Also no nothing except I’m sorry. Not a simple fastpass nothing to show anything to make up for time lost.

Curious, did you do online check in?
Wondering if your room number showed up on it which would have let you go straight there. I always avoid going to the desk when arriving on ME. It will always result in a line since so many descend at once. My worse waits at CSR have been with bell services. Been quite annoying frankly. 1 person to deal with ALL those with bags on every one of my stays there.

As to compensation, even just a FP, well, I'm anti expecting a thing beyond an I'm Sorry. Unfortunately, folks expecting this, and complaining when it doesn't happen on the Internet, is one of the major factors in it no longer happening as often.

 

[jo-jo]

5. I just don't get why everyone expects compensation for every little thing that happens at Disney. Yes, you were late getting into your room, and it shouldn't have taken that long. I am not sure how free fastpasses have any bearing on that.

Getting a FP or two would lessen the sting of waiting an hour to get into room. I don't understand why disney touts all this is wonderful and almost every person has a story of doors wouldn't open, FP system not working, dining credits not showing up. And it's the guest who is spending time to get things fixed.

Our last trip we were at three resorts. All three resorts we couldn't get into room with bands. SSR didn't work with bands nor phone.

 

[vinotinto]

I'm sorry your trip is not off to a good start. For future reference, and for anyone reading this, here is what I recommend:

1. To request Connecting Rooms - Call WDW at least 1 week in advance and have them write "Connecting" rooms. Make this your only request. Rooms are assigned about 4-5 days before. If you wait to call the day before, your rooms have already been assigned. Connecting rooms are *NEVER* guaranteed. If you *NEED* connecting rooms, book a 1-bedroom or 2-bedroom.

2. If you do not get your connecting room request - Ask if you could be moved to connecting rooms the next day. With people moving out, hopefully they can accommodate you.

3. Always do online check-in - Check-in in person lines are always long. I always go straight to my room.

4. Your MB will only open *your* room - When traveling with more than one room, if you have an old MB from one of your family members in that room, you can use that one to open their room. For example, if your 5-year old is in the other room, and you have an MB for that child from a previous trip, you can use that to open the room.

5. For issues with doors not opening / MBs not working - If you are having problems with the MB for your room not opening your room door, it is often related to having too many MBs in your account. Some of them get de-linked for opening doors, etc. Call IT and have them delete your old MBs from your account (deactivating or reporting lost is not enough. I try to leave only about 4 active for each person.

We went in October and really enjoyed our stay in the Ranchos. The only issue we had was the buses, which were the worst, by far, in 17 onsite trips in the past 10 years. Thank goodness for Uber/Lyft.

 

[vinotinto]

sorry, duplicate!

 

[AngiTN]

I'm sorry your trip is not off to a good start. For future reference, and for anyone reading this, here is what I recommend:

1. To request Connecting Rooms - Call WDW at least 1 week in advance and have them write "Connecting" rooms. Make this your only request. Rooms are assigned about 4-5 days before. If you wait to call the day before, your rooms have already been assigned. Connecting rooms are *NEVER* guaranteed. If you *NEED* connecting rooms, book a 1-bedroom or 2-bedroom.

2. If you do not get your connecting room request - Ask if you could be moved to connecting rooms the next day. With people moving out, hopefully they can accommodate you.

3. Always do online check-in - Check-in in person lines are always long. I always go straight to my room.

4. Your MB will only open *your* room - When traveling with more than one room, if you have an old MB from one of your family members in that room, you can use that one to open their room. For example, if your 5-year old is in the other room, and you have an MB for that child from a previous trip, you can use that to open the room.

We went in October and really enjoyed our stay in the Ranchos. The only issue we had was the buses, which were the worst, by far, in 17 onsite trips in the past 10 years. Thank goodness for Uber/Lyft.

You can also request a card (old KTTW type of card) to use on the 2nd room.

 

[loves to dive]

Wow, OP it sounds like you had the perfect storm of just about everything that could go wrong did. While frustrating, it's not really just CSR that this would and could happen at. MDE being down wasn't the fault of the resort, long lines would have probably happened everywhere. MB issues are the bane of WDW, we have been so many times I can't even count and can guarantee at least one MB issue of some sort every trip since they began.

Last trip in Oct. we checked in at front desk at ASMusic, got there the same time an airport bus got there so long line. We did do online check in but hadn't gotten the room ready email yet so I figured won't hurt to check in in person. They had a person with a tablet going down the line asking if people had done on line check in and if you had, they helped you instead of you having to wait for the next agent. In our case, we had bought special MBs instead of the free ones so I asked him to check those out to make sure they worked. He took them both, went and did his thing, told us our room was actually ready and we were good to go. MBs worked on the door, we tried both to just make sure. Went off to Epcot and my son's MB didn't show a ticket on it. Thankfully, I always save confirmation emails. Off to guest services we went. The person took the MB checked it and said it wasn't showing a ticket, did I have the confirmation #. While I was pulling that up, he asked to see my MB since it was working and our accounts were linked. He used mine to get my son's fixed, never could figure out why it wasn't working since it was indeed showing on MDE that he had a ticket.

MBs, what you gonna do.

Hope the rest of your trip goes better and give CSR a chance.

 

[kaytieeldr]

Yeah I’m gonna say the resort could’ve stepped up and sent someone right away to get us into our room.

Most likely, especially since check-in was so backed up, they simply didn't have anyone to send. Or even accept the message from the call center regarding your issues.

And also take ownership we wasted 2 hours of time that should’ve only took 15-30 mins top of getting checked in and walking to our room

When you go to the front desk to discuss this...

Not a simple fastpass nothing to show anything to make up for time lost.

...have in mind, and share, what reasonable compensation would work for you.

I don't understand why disney touts all this is wonderful and almost every person has a story of doors wouldn't open, FP system not working, dining credits not showing up

Because the millions and millions of visitors who don't have challenges with unlocking doors, or FP, or dining plan credits - don't post about problems they don't encounter.

 

[eeyoreandtink]

Getting a FP or two would lessen the sting of waiting an hour to get into room. I don't understand why disney touts all this is wonderful and almost every person has a story of doors wouldn't open, FP system not working, dining credits not showing up. And it's the guest who is spending time to get things fixed.

Our last trip we were at three resorts. All three resorts we couldn't get into room with bands. SSR didn't work with bands nor phone.

passing out of those fastpasses is supposed to compensate people for time lost from actually riding. The more of them they pass out for every little perceived inconvenience the longer lines get for everybody. Yes, it stinks that the OP had to wait to get into his room, but really do we need to hold our hands out every time something isn't perfect?

 

[msushaner]

I guess I’m surprised at the amount of people to deal with it. Pete went off on a YouTube show about his mom at the GF with similar problems. My grandpa got updated to suite at Gf when they messed up his reservation. The old Disney service was always guest satisfaction now it’s not that way. And people just accepting it. You pay all this money to expect problems is what you’re all saying.

 

[AngiTN]

I guess I’m surprised at the amount of people to deal with it. Pete went off on a YouTube show about his mom at the GF with similar problems. My grandpa got updated to suite at Gf when they messed up his reservation. The old Disney service was always guest satisfaction now it’s not that way. And people just accepting it. You pay all this money to expect problems is what you’re all saying.

Expect problems? Who said that?
I said you should never expect compensation for every perceived slight, no matter big or small.
You should expect it to be fixed of course.
THAT is guest satisfaction. If a guest isn't satisfied with their issue being fixed, well, I won't say what I think of that due to board guidelines.