Here now, help

[SJFPKT]

So I have a question on how to handle something before I blow my lid. My son has a heart condition. No it isn't anything that requires DAS or any special treatment, however his heart meds have to be refrigerated. So when I booked an paid for my room it came with a refrigerator. About two months ago I get a letter in the mail saying no refrigerator. I call the number and they say they will get me one in the room. I made sure to call last Friday and make sure they have a refrigerator for me. I tell them again when I check in that I have to have a refrigerator. Guess what no refrigerator. 4 calls later, they bring me a Styrofoam cooler. I am not putting my kids heart meds in a styro cooler. I tell them this is unacceptable, unless they want to come change the ice out every 6 or so hours to make sure my kid's medicine isn't floating around in water possibly leaking. Someone at the front desk is about to catch my grief. Anyone have any ideas before I lose it?

 

[englanddg]

So I have a question on how to handle something before I blow my lid. My son has a heart condition. No it isn't anything that requires DAS or any special treatment, however his heart meds have to be refrigerated. So when I booked an paid for my room it came with a refrigerator. About two months ago I get a letter in the mail saying no refrigerator. I call the number and they say they will get me one in the room. I made sure to call last Friday and make sure they have a refrigerator for me. I tell them again when I check in that I have to have a refrigerator. Guess what no refrigerator. 4 calls later, they bring me a Styrofoam cooler. I am not putting my kids heart meds in a styro cooler. I tell them this is unacceptable, unless they want to come change the ice out every 6 or so hours to make sure my kid's medicine isn't floating around in water possibly leaking. Someone at the front desk is about to catch my grief. Anyone have any ideas before I lose it?

Nope. Go downstairs, ask to speak to the manager on duty (not the front desk staff) and lose it. This is not something to be trifled with.

A $50 mini fridge from a best buy (or one shipped over from another resort) vs a kid with medical issues... Yeah, if that manager has half a brain, they'll be able to calculate the right thing to do (and I hope and suspect that they will, or maybe they'll move you to another room/resort...I dunno)

But seriously, risk not worth taking. I would, very politely, but very firmly, flip out on them if I were you.

 

[SJFPKT]

Nope. Go downstairs, ask to speak to the manager on duty (not the front desk staff) and lose it. This is not something to be trifled with.

A $50 mini fridge from a best buy (or one shipped over from another resort) vs a kid with medical issues... Yeah, if that manager has half a brain, they'll be able to calculate the right thing to do (and I hope and suspect that they will, or maybe they'll move you to another room/resort...I dunno)

But seriously, risk not worth taking. I would, very politely, but very firmly, flip out on them if I were you.

I've got it in the ice for the night. I am hear with him by myself and he is asleep, the wife won't be joining us till Wednesday. The little cooler we have to carry it around in with these little frozen block things kept it good all day but they were losing their luster tonight, so they won't work another day. I will handle it first thing in the morning. I can't believe they are this inept. I actually called the poor girl at the front desk and apologized to her, she caught hell my last call.

 

[englanddg]

I've got it in the ice for the night. I am hear with him by myself and he is asleep, the wife won't be joining us till Wednesday. The little cooler we have to carry it around in with these little frozen block things kept it good all day but they were losing their luster tonight, so they won't work another day. I will handle it first thing in the morning. I can't believe they are this inept. I actually called the poor girl at the front desk and apologized to her, she caught hell my last call.

There's an MoD there right now, guarentee. I'd ask to speak with that person, right now. It's 1a, but there is certainly an MoD who can review the situation and at least give you a timeline for resolution. Or, if you wanted to be snarky, get the local best buy to deliver a mini-fridge to you! Then invoice the resort! <just kidding>

I'm sorry, and I'm sure you appreciate this far better than I, but fridged meds are nothing to be trifled with.

I wish you the best of luck!

 

[luv]

Agree with above. Ask for the MOD. All hotels have them, all the time. Somewhere, a manger is locatable. You might have to wait while they haul that person out of bed. Be aware that this person may no nothing about running the hotel, but they should have keys. A couple of the managers in that hotel will have fridges in their offices. They could go get one of those. They may not know who has them and may be way more afraid of that manager than of you, lol. But it's possible.

I assure you that the entire operations of Disney hotels have not been left in the hands of the Night Audit, whatever they may say when you first arrive at the desk.

First thing in the morning, call guest services and tell them (calmly) that you checked several times before arrival and were assured each time that there would be a fridge, but you have been unable to obtain one. You are angry. You want to be switched to another hotel, where there is a fridge. They should be able to handle that.

I'm so sorry you have to go through this.

 

[SJFPKT]

There's an MoD there right now, guarentee. I'd ask to speak with that person, right now. It's 1a, but there is certainly an MoD who can review the situation and at least give you a timeline for resolution. Or, if you wanted to be snarky, get the local best buy to deliver a mini-fridge to you! Then invoice the resort! <just kidding>

I'm sorry, and I'm sure you appreciate this far better than I, but fridged meds are nothing to be trifled with.

I wish you the best of luck!

I asked to speak with the MOD yesterday prior to putting up the first post. I said have them call or come to the room. Still waiting on that one. This has been horrible.

 

[Nemo14]

Call them again and insist on talking to a manager - NOW! Tell them that you can't leave your sleeping son alone in the room and that you have been more than patient about this and insist on talking to a manager immediately. Ask for names too.

 

[luv]

OP, please update us on your progress whenever you can (even if that's when you get home.)

 

[smk]

I hope you got a fridge by now!

We stayed at Music September 26 thru October 4th and I totally forgot about the bad fridge issues I read about however, my husband has insulin and other meds he takes daily that need to be in a fridge. We were told about the issue at check in and said we would not be able to accept their explanation about not having one. We went to the room, put away our luggage, went to dinner and came back to a fridge in the room. I was surprised by it all really. I understand they got a bad batch of fridges. BUT, Disney is a profitable company and I would think they could afford to get more refrigerators at a bulk rate they could afford. To me, there is no excuse for them not having replaced them all by now.

IF you don't have one by now, ask (demand) to be moved to a unit that has one, like a studio, cabin at FW, or a DVC room. Good luck and I am sorry your trip has been so interrupted by a problem that they have total control over.

 

[SJFPKT]

OP, please update us on your progress whenever you can (even if that's when you get home.)

Sorry it took so long to update, got busy. Went down EARLY the next morning and firmly explained what I had been through. Told them I was trying not to lose my cool but that we were down to three options that were going to take place within the next 30 minutes; get a refrigerator to my room, move me to a room with one, or move me to another resort that had one. Had one in the room within 15 minutes.
Once I actually got a manager, it was smooth as silk and he apologized. They asked me if there was anyway to make up for it, I said get the fridge to the room quickly. In all seriousness he was great, just a pita to get to him. The front desk clerks looks we're priceless when I said I needed the MOD. ONE OF THEM EVEN WENT Uh-oh. Thanks for the advice y'all. Tomorrow is our last day so I am gonna hit the rack.

 

[englanddg]

Sorry it took so long to update, got busy. Went down EARLY the next morning and firmly explained what I had been through. Told them I was trying not to lose my cool but that we were down to three options that were going to take place within the next 30 minutes; get a refrigerator to my room, move me to a room with one, or move me to another resort that had one. Had one in the room within 15 minutes.
Once I actually got a manager, it was smooth as silk and he apologized. They asked me if there was anyway to make up for it, I said get the fridge to the room quickly. In all seriousness he was great, just a pita to get to him. The front desk clerks looks we're priceless when I said I needed the MOD. ONE OF THEM EVEN WENT Uh-oh. Thanks for the advice y'all. Tomorrow is our last day so I am gonna hit the rack.

So glad it worked out. See, I told you that any manager with half a brain would do the right thing!

Did you use that exact phrase (M.O.D.)? Or did you ask for the "Manager On Duty" as a word?

Is that what made them raise their eyebrows?

Both are common terms in hospitality, and get me flagged when I go to resorts and make offhand comments that are industry specific...at POFQ, I made a comment about how I wasn't thrilled about the RFID chipped mugs when the cashier was trying to tell me how cool the system was (I was there during the roll out). I told her I thought it was a neat system, but considering basics weren't being met, it was worthless. When she asked me what I meant, I responded...(here's a vague quote...I wasn't thinking, actually, I'd had a few drinks in me so I was loose tongued)

I responded..."Well, these decisions aren't made by site management anyhow, but if you want my opinion as a guest? BOH is run great, but the FOH management can't keep the beverage bar clean, much less free of ice buildup in the overflow trays, why not try melting it with some hot water every 10 minutes or so...not to mention that the FOH staff seem miserable and bus tables poorly. The trash cans aren't emptied enough, and should be on a 15 minute swap cycle with the internal can. It makes me wonder if the GM actually pays attention to daily operations and if the MoD is doing anything outside of sitting in the office"

I was approached by a manager rather quickly.

I didn't want to talk to her, but I later found it amusing that, halfway through my 10 day stay at POFQ, I started to note they were taking out small buckets of hot water and melting the ice in the overflow trays (something the first 3 or 4 days of my stay I never saw them doing).

Anyhow, enjoy the rest of your trip!

 

[luv]

Sorry it took so long to update, got busy. Went down EARLY the next morning and firmly explained what I had been through. Told them I was trying not to lose my cool but that we were down to three options that were going to take place within the next 30 minutes; get a refrigerator to my room, move me to a room with one, or move me to another resort that had one. Had one in the room within 15 minutes.
Once I actually got a manager, it was smooth as silk and he apologized. They asked me if there was anyway to make up for it, I said get the fridge to the room quickly. In all seriousness he was great, just a pita to get to him. The front desk clerks looks we're priceless when I said I needed the MOD. ONE OF THEM EVEN WENT Uh-oh. Thanks for the advice y'all. Tomorrow is our last day so I am gonna hit the rack.

It's good to know you got what you needed. You shouldn't have had to go through all that to get it, but at least (finally!) did.

 

[Poofiesdream]

Went to Pop last Monday and had put in for a frig and it was in my room at check in. Hope yours was an isolated case!

 

[SJFPKT]

So glad it worked out. See, I told you that any manager with half a brain would do the right thing!

Did you use that exact phrase (M.O.D.)? Or did you ask for the "Manager On Duty" as a word?

Is that what made them raise their eyebrows?

Both are common terms in hospitality, and get me flagged when I go to resorts and make offhand comments that are industry specific...at POFQ, I made a comment about how I wasn't thrilled about the RFID chipped mugs when the cashier was trying to tell me how cool the system was (I was there during the roll out). I told her I thought it was a neat system, but considering basics weren't being met, it was worthless. When she asked me what I meant, I responded...(here's a vague quote...I wasn't thinking, actually, I'd had a few drinks in me so I was loose tongued)

I responded..."Well, these decisions aren't made by site management anyhow, but if you want my opinion as a guest? BOH is run great, but the FOH management can't keep the beverage bar clean, much less free of ice buildup in the overflow trays, why not try melting it with some hot water every 10 minutes or so...not to mention that the FOH staff seem miserable and bus tables poorly. The trash cans aren't emptied enough, and should be on a 15 minute swap cycle with the internal can. It makes me wonder if the GM actually pays attention to daily operations and if the MoD is doing anything outside of sitting in the office"

I was approached by a manager rather quickly.

I didn't want to talk to her, but I later found it amusing that, halfway through my 10 day stay at POFQ, I started to note they were taking out small buckets of hot water and melting the ice in the overflow trays (something the first 3 or 4 days of my stay I never saw them doing).

Anyhow, enjoy the rest of your trip!

I am scared that I understood everything you wrote.. Never worked in the hotel industry, but have friends that do and I did a stint in the restaurant/bar industry so we used the same terms. No I said Manager on Duty, but I am fairly certain my face said enough.

 

[Pixie VaVoom]

well, good. They by darn better get that fixed - as high as those hotels are priced. Honestly- I am paying half of the lowest rates that WDW has quoted me - to stay in a 2 BR, full kitchen, yes- refrigerator- unit at Vacation Villas for a week.

 

[rob45]

Glad it worked out for you.