Bad Experience at Coronado Springs Resort

[Jahona]

I'm sorry for your bad experience. Both times I've stayed at Coronado have been great but what you experienced is a failure on several levels. At any time during your conversation with the front desk did you ask to speak to a manager? At the start of my problems that would have been my first response.

 

[Rob562]

"no choice"? It's a huge resort and they had to wait well into the evening for a room because of a tv replacement? Completely unacceptable. I do not believe in late October that there was not one freakin other room available that more closely matched their requests or, bare minimum, would have been available at the posted 4 pm check-in time. Such behavior would have been unacceptable at the Red Roof Inn, let alone at a "world-class" resort at Walt Disney World. Stop being the devil's advocate here. Disney's behavior was absolutely and obviously appalling. I am not one to push for compensation as I feel people seek out compensation too often for absurd reasons, but in this case, compensation is expected and should have been offered without the OP needing to ask. Astonishingly bad service. For shame.

I agree with the others' that the way you were treated was very poor and that compensation should have been given to you at the time rather than having to deal with trying to talk someone about it after-the-fact.

But I will chime in on the Casitas vs Cabanas issue... The Cabanas make up less than 15% of the total rooms at Coronado. (By my estimate, there are 256 rooms combined in the 4 Cabanas buildings vs a total of 1900+ rooms in the resort)

Add in that at least one (and possibly two) of the Cabanas buildings are Preferred Location category rooms, and the chances of getting a Cabanas room are relatively small. They simply may not have had any available Cabanas rooms to give out. Requesting one or another section is a request, not a guarantee, unless you book a Preferred room.

That being said, all of your other complaints are quite valid and I hope you hear from someone at the resort.

-Rob

 

[daisyduckie]

All i know is when I made the reservation they asked if i preferred Cabanas or Casitas. I said Cabanas because it was closested to the main pool... Then we ened up in Casitas...if they offer you two options I don't view that as a request.

It is still a request. Even though they ask you if you prefer a specific location or view or floor, none of it is guaranteed. They do what they can, but they are still requests.

 

[Buzz2001]

"no choice"? It's a huge resort and they had to wait well into the evening for a room because of a tv replacement? Completely unacceptable. I do not believe in late October that there was not one freakin other room available that more closely matched their requests or, bare minimum, would have been available at the posted 4 pm check-in time.

Actually, CSR has been oversold the past few months. Guests have had to be moved to other resorts. This has been the case for many WDW resorts. It has been extremely busy

 

[ToTBellHop]

Actually, CSR has been oversold the past few months. Guests have had to be moved to other resorts. This has been the case for many WDW resorts. It has been extremely busy

That makes it acceptable to keep guests out of their room until bedtime? Having been to WDW just two weeks ago, while busy for October, it is not Christmas, Spring Break, or July-busy. If resorts are sold out, it is because of artificially-reduced room availability.

 

[alissafalco]

Wow, that's really terrible. I'm so sorry this happened to you, I would be irate. Like others have said this needs to be taken to Guest relations/services higher up and you absolutely should be compensated in some way.

 

[GoTheDistance]

In the issue of the preferred room location, I did pay the slightly more expensive price for the preferred location. At that point, I do not see it as a request. If it couldn't be filled, I feel like I should have been compensated for the price difference.

 

[ryguy]

If you booked a preferred room and weren't put in one, thn yeah you should be charged the standard room rate. Or whatever view category they put you in.

In the issue of the preferred room location, I did pay the slightly more expensive price for the preferred location. At that point, I do not see it as a request. If it couldn't be filled, I feel like I should have been compensated for the price difference.

 

[jlsHouston]

Actually, CSR has been oversold the past few months. Guests have had to be moved to other resorts. This has been the case for many WDW resorts. It has been extremely busy

Really? I noticed the week of Thanksgiving didn't have much left for discount options for AP's... Snagged AKL for the first 6 days and decided the deal at the SWAN was too good to pass on versus YC for the next 6.

 

[jlsHouston]

In the issue of the preferred room location, I did pay the slightly more expensive price for the preferred location. At that point, I do not see it as a request. If it couldn't be filled, I feel like I should have been compensated for the price difference.

I read your original post with total dismay because I know exactly what you were talking about on that snake of a check in line that I've seen at CSR. Thankfully I've never been in it, but I have walked past it and I can't help but say a silent thank you prayer it wasn't that way on my check in moment. I've stayed at CSR twice and the 2nd stay made me feel the resort had gotten a little slummy versus the first stay. Either that or my view is a bit skewed because mostly we stay deluxe these days.
That being said, no matter where you stay on property at CSR it is a hike to the main building. I've only stayed in the cabana section and still it is a bit of a hike especially compared to the POLY or GF or WL or AKL.
I've noticed issues with magic bands have remained and yet to get fully resolved since introduction. Some people have a seemless experience and others have a few issues to constant problems whether it is charging, park entry or access to your room related. It really impacts your vacation. Especially since so much of the WDW experience involves a schedule of some sort from ADR's or your FP+, or simply time you've allocated for shopping, the pool or resort hopping or a show.
I too am blown away and amazed by the calm in which you outlined the atrocious experience you had at CSR. You certainly need to contact guest services and inform them. IMO they need to refund the entire CSR portion of your trip. It really is the least they could do.

 

[Buzz2001]

That makes it acceptable to keep guests out of their room until bedtime? Having been to WDW just two weeks ago, while busy for October, it is not Christmas, Spring Break, or July-busy. If resorts are sold out, it is because of artificially-reduced room availability.

I never said it was acceptable, you said you couldn't believe there were no other rooms at CSR. Believe it because its true...not a single one.

 

[jlsHouston]

I never said it was acceptable, you said you couldn't believe there were no other rooms. Believe it because its true...not a single one

I believe it. When that check in line starts making that snake out into the entry area, you know they've got a full resort going. Based on my 2nd stay at CSR which was in May 2014, my personal opinion is the resort management is doing a poor job. They don't staff enough people to handle a full or almost to capacity resort. CSR is a beautiful mod. Has lots of amenities that almost make it feel deluxe. While the magic band issues are not exclusive to CSR, how the resort handled the OP's is not what I've encountered at BWI or SSR or the POLY when I had problems...

 

[Buzz2001]

And the OP should have asked to speak with the GM. He is new, he came over from Aulani

 

[ToTBellHop]

And the OP should have asked to speak with the GM. He is new, he came over from Aulani

No, this is Walt Disney World, not the Super 8. CMs at the front desk should be trained to provide superior customer service without the GM needing to be present or the guest being expected to waste valuable vacation time. This is not a case of one crappy CM. This is a pattern of terrible service that suggests a systemic issue.

 

[Buzz2001]

But most that feel they are not getting their satisfaction from a CM, will typically ask for a higher authority. If someone felt strongly enough, then you need to raise it to a higher level. It doesn't matter where you are.

 

[Raeskull]

Ha

I know that feeling all too well.

At front desk, your MB is all set to go.
Walk all the way out to your room and DARN it doesn't open the door.
Walk back and get it fixed at front desk.
Return to door and it STILL doesn't work, so you need to walk back to lobby on your travel day so you are so tired (late night flight after work)
They take the bands to fix them, and return 35minutes later with grey bands. While your family just hangs out.
But at least they now work. Hour or more after you checked in.

I'm looking at you Yacht Club and Coronado Springs!!

Had the same issue with the Caribbean beach resort, but after two days of it I asked to speak to a manager. Who was extremely helpful and got everything sorted out quickly and credited our account with account with $50, for the inconvience. Well done Cbr

 

[polynesiangirl]

What a bunch of BS. I would have been irate. I don't usually do the "compensate me for my troubles" thing, but in this instance I think you absolutely were entitled to more than what they did for you. I'm sorry that happened to you guys, what a headache.

 

[thomas998]

It is still a request. Even though they ask you if you prefer a specific location or view or floor, none of it is guaranteed. They do what they can, but they are still requests.

Maybe they view them as requests. But if someone asks me if I want X or Y I don't view it as a request, I view it as an option. I don't offer a guest in my house chicken or beef and then ignore which one they picked.

 

[Jahona]

Maybe they view them as requests. But if someone asks me if I want X or Y I don't view it as a request, I view it as an option. I don't offer a guest in my house chicken or beef and then ignore which one they picked.

That's the thing. They don't ask you x or y. Usually you had to ask to make a special request. Now with online check in it gives you the option to make a request if you would like. Besides what room type you purchased there is nothing else that is an option. Disney will try to fulfill your request if it's possible but they make no garuntee. It's like this for other resorts and hotels as well.

 

[rucifee]

Maybe they view them as requests. But if someone asks me if I want X or Y I don't view it as a request, I view it as an option. I don't offer a guest in my house chicken or beef and then ignore which one they picked.

That my friend is why you're not cut out for TWDC management.