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  • FIRST POST
    • Nakita93
    • By Nakita93 9th May 18, 12:48 PM
    • 16Posts
    • 7Thanks
    Nakita93
    0 WOW
    Disney renovation drama!
    • #1
    • 9th May 18, 12:48 PM
    0 WOW
    Disney renovation drama! 9th May 18 at 12:48 PM
    Hi Everyone,

    We have a trip to Disney world planned in September and yesterday we received an email stating that the pool at Animal kingdom lodge were we are residing, will be undergoing renovation and ultimately out of use for the legnth of our stay. The email also detailed that noise would be audible between 9am and dusk.

    I responded back to Disney via email and due to a response time of 5 days I decided to contact them via phone. I spent approximately 1 hour speaking to two different cast members, both of whom were some what rude.

    It was verbalised that Disney do not regard a pool renovation as a substantial disruption and do not offer any compensation to people who have already booked.

    I voice my concerns which included but were not limited to the inconvenience of walking to Kidani village to use their pool and not being able to sleep in past 9am on days that we have already planned to catch up on sleep after late nights in the park. I feel as though that despite them ‘inviting’ us to use a pool at a different resort, we are not getting what we paid for, we don’t have the convenience of having a pool on our doorstep that we had already anticipated and planned to use, and having the luxury of being able to sleep in taking away from us.

    What am i able to do regarding this matter? Disney have refused to offer any gift cards, room transfers to the savannah views that are at the other side of the hotel and won’t be affected by noise pollution, or a transfer to another resort without us incurring additional costs and admin fees.

    Help. I’m devastated and already feel like this is going to have a domino affect on our holiday.

    Thanks,
    Nakita
Page 1
    • koalakoala
    • By koalakoala 9th May 18, 12:52 PM
    • 92 Posts
    • 42 Thanks
    koalakoala
    • #2
    • 9th May 18, 12:52 PM
    • #2
    • 9th May 18, 12:52 PM
    Did you book direct? What do the T&C's say?
    • Nakita93
    • By Nakita93 9th May 18, 1:07 PM
    • 16 Posts
    • 7 Thanks
    Nakita93
    • #3
    • 9th May 18, 1:07 PM
    • #3
    • 9th May 18, 1:07 PM
    Yes we booked directly through Walt Disney world. We booked our flights separately as when we booked the resort flights weren!!!8217;t on offer. There only offer was to move the days and either be refunded/pay the difference. (Not much consolation). Terms and conditions on Disney don!!!8217;t mention renovations but ABTA and ATOL touch on this and stipulate that customers are entitled to refund, or transfer to similar resort at no extra cost. I!!!8217;ve relayed all this to Disney and they basically told me it was tough.
    • k3lvc
    • By k3lvc 9th May 18, 1:09 PM
    • 2,376 Posts
    • 3,932 Thanks
    k3lvc
    • #4
    • 9th May 18, 1:09 PM
    • #4
    • 9th May 18, 1:09 PM
    I'm devastated
    Originally posted by Nakita93
    Seriously ??

    How about making it part of the adventure and planning alternatives for certain activities. You've been given significant notice and it's not as though you're in a secluded island resort with no other facilities.

    For any redress you express you disappointment and ask nicely - your tone suggests you've demanded/expressed entitlement neither of which are likely to go down well with those pesky, rude cast members
    Last edited by k3lvc; 09-05-2018 at 1:11 PM.
    • Nakita93
    • By Nakita93 9th May 18, 1:16 PM
    • 16 Posts
    • 7 Thanks
    Nakita93
    • #5
    • 9th May 18, 1:16 PM
    • #5
    • 9th May 18, 1:16 PM
    The pool is less of the issue, we are happy to adapt our plans and commute to another. My main issue was the noise pollution, I was very calm at first and asked if they could suggest some options as we very much need to be able to sleep in, particularly when we first arrive as we will be very jet lagged. The sleep deprivation will have a knock on affect on the trip. They just told me pay the difference of changing my holiday dates. They were rude from the get go. So frustrating!
    • jackieblack
    • By jackieblack 9th May 18, 1:27 PM
    • 8,028 Posts
    • 11,843 Thanks
    jackieblack
    • #6
    • 9th May 18, 1:27 PM
    • #6
    • 9th May 18, 1:27 PM
    The pool is less of the issue, we are happy to adapt our plans and commute to another. My main issue was the noise pollution, I was very calm at first and asked if they could suggest some options as we very much need to be able to sleep in, particularly when we first arrive as we will be very jet lagged. The sleep deprivation will have a knock on affect on the trip. They just told me pay the difference of changing my holiday dates. They were rude from the get go. So frustrating!
    Originally posted by Nakita93
    Just a suggestion

    https://www.amazon.co.uk/Pairs-Howard-Leight-Laser-Earplugs/dp/B018RIA3L2/ref=sr_1_3?ie=UTF8&qid=1525868772&sr=8-3&keywords=ear+plugs
    Last edited by jackieblack; 09-05-2018 at 1:36 PM.
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    • Westin
    • By Westin 9th May 18, 2:49 PM
    • 1,505 Posts
    • 1,113 Thanks
    Westin
    • #7
    • 9th May 18, 2:49 PM
    • #7
    • 9th May 18, 2:49 PM
    Far from sleeping in because of jet lag, you will all be wide awake between 4am-5am that first morning.
    • peachyprice
    • By peachyprice 9th May 18, 3:01 PM
    • 19,738 Posts
    • 45,687 Thanks
    peachyprice
    • #8
    • 9th May 18, 3:01 PM
    • #8
    • 9th May 18, 3:01 PM
    The pool is less of the issue, we are happy to adapt our plans and commute to another. My main issue was the noise pollution, I was very calm at first and asked if they could suggest some options as we very much need to be able to sleep in, particularly when we first arrive as we will be very jet lagged. The sleep deprivation will have a knock on affect on the trip. They just told me pay the difference of changing my holiday dates. They were rude from the get go. So frustrating!
    Originally posted by Nakita93
    Are you in the UK? If so you don't get jet lag going from UK to US, you get it when you come home. 9am US time is afternoon here, you will be waking up very early in the mornings.
    Accept your past without regret, handle your present with confidence and face your future without fear
    • Nakita93
    • By Nakita93 9th May 18, 3:09 PM
    • 16 Posts
    • 7 Thanks
    Nakita93
    • #9
    • 9th May 18, 3:09 PM
    • #9
    • 9th May 18, 3:09 PM
    I’ve travelled long haul on numerous occasions. I am fully aware I will be awake in the middle of the night, however the option of potentially going back to sleep would be great as I have chronic fatigue as it is. Thanks for the reply though
    • Nakita93
    • By Nakita93 9th May 18, 3:10 PM
    • 16 Posts
    • 7 Thanks
    Nakita93
    Plus the option to lie in after a busy Park day would have been nice
    • Nakita93
    • By Nakita93 9th May 18, 3:12 PM
    • 16 Posts
    • 7 Thanks
    Nakita93
    I’m aware. I would of liked to have potentially gone back sleep however. I have chronic fatigue which does not help
    • mgdavid
    • By mgdavid 9th May 18, 3:29 PM
    • 5,674 Posts
    • 5,003 Thanks
    mgdavid
    ........ and not being able to sleep in past 9am on days that we have already planned to catch up on sleep after late nights in the park........
    Originally posted by Nakita93
    (Edited after reading about your fatigue)
    Have you actually worked out how far your room is from the centre of the noise source? I'd be quite surprised if you notice it amongst the general hubbub of all the other visitors getting up from 7am.
    Last edited by mgdavid; 09-05-2018 at 3:33 PM. Reason: PO supplying further & better information.
    The questions that get the best answers are the questions that give most detail....
    • Nakita93
    • By Nakita93 9th May 18, 3:41 PM
    • 16 Posts
    • 7 Thanks
    Nakita93
    We’ve been to this resort before, the rooms are over looking the pool and they’re having a full on refurbishment, including the installation of new slides. They have told me on the phone to expect construction noise. Not really what you want when you’ve paid £9000 for a holiday !!!128528;
    • camca
    • By camca 9th May 18, 3:55 PM
    • 6 Posts
    • 28 Thanks
    camca
    What have you decided to do? I have the same dilemma. I'm pretty gutted as well. I booked it a year ago for November and been looking forward to it so much :'-( It was going to be our first stay at AKL but I'm worried that the renovation would impact the things around the pool - the restaurants, fitness centre and some of the animal areas.

    I haven't booked flights yet so we might just cancel as there are so few other resort options but that would be so sad!!
    • Nakita93
    • By Nakita93 9th May 18, 4:07 PM
    • 16 Posts
    • 7 Thanks
    Nakita93
    To be honest, I have no idea. We have already booked our flights !!!128557;!!!128557;!!!128557;. To transfer hotel means forking an extra few grand which I think it’s completely inconsiderate. The thing is, the luxury of just being able to nip over for the pool movie if you’re back from a park early, or nipping down for a quick swim in the morning is now not an option. Regardless of the Kidani pool only being 10 minutes away, it’s still an inconvenience. I feel like we’ve paid for something and now it’s not being fulfilled? Plus it’s going to be horrendous on the eye. I’m so upset by how I was spoken to my two Disney cast members today, they’ve absolutely no compassion for how us customers feel about this. It seems such a shame to cancel and for us we’d be losing out because we can’t get money back for flights. Have you rang them personally or replied to the email?

    Nakita x
    • JimmyTheWig
    • By JimmyTheWig 9th May 18, 4:45 PM
    • 11,715 Posts
    • 11,294 Thanks
    JimmyTheWig
    Maybe they showed little compassion because it was unclear what the issues were for you?
    You've said that it's the noise rather than the pool that is the issue, but have written more here about the pool than the noise.
    • camca
    • By camca 9th May 18, 4:57 PM
    • 6 Posts
    • 28 Thanks
    camca
    I haven't contacted them yet. I'm not sure which e-mail to use. Did you just reply to the same address? I've read that if you e-mail they will just tell you to call but I think it's worth e-mailing so they can see how unhappy everyone is. I'm hoping that they will change their tune if enough people complain! I also don't really want to talk to a cast member on the phone who's just been told that under no circumstances can they offer anything.
    I hope they might change their stance especially once other travel providers like Virgin get involved. But if not, looking at the map, not that many rooms are close to the pool so hopefully you won't have one of those. If you can get used to them, I used ear plugs on our last Disney holiday to sleep during the day.
    • Nakita93
    • By Nakita93 9th May 18, 5:03 PM
    • 16 Posts
    • 7 Thanks
    Nakita93
    They’ve just rang me. Been on the phone for 45 minutes. Other than offering a hotel move at my cost, there is nothing they are prepared to down. They even suggesting I downgraded resorts so it didn’t cost me anymore money. They said if I want to cancel they will waive the cancellation fee and offer a full refund. She had mentioned earlier that they are being consistent and nobody is getting any compensation. So I asked that all those facing disruption would be able to cancellation free of charge and given a full refund. I replied saying that I found it difficult to understand that they would rather offer everyone full refunds and lose out that way financially, opposed to offering some sort of gesture to ease the blow of being disrupted by renovations. Nothing I said made any difference. My partner said he would rather cancel and lose the cost of the flights than give them anymore of our hard earned money when they are massively lacking compassion. Awful. She got very abrupt towards the end also, saying ‘we’ve been on the phone a very long time now, what More do you want from me’.
    • bspm1
    • By bspm1 9th May 18, 5:15 PM
    • 126 Posts
    • 244 Thanks
    bspm1
    They’ve just rang me. Been on the phone for 45 minutes. Other than offering a hotel move at my cost, there is nothing they are prepared to down. They even suggesting I downgraded resorts so it didn’t cost me anymore money. They said if I want to cancel they will waive the cancellation fee and offer a full refund. She had mentioned earlier that they are being consistent and nobody is getting any compensation. So I asked that all those facing disruption would be able to cancellation free of charge and given a full refund. I replied saying that I found it difficult to understand that they would rather offer everyone full refunds and lose out that way financially, opposed to offering some sort of gesture to ease the blow of being disrupted by renovations. Nothing I said made any difference. My partner said he would rather cancel and lose the cost of the flights than give them anymore of our hard earned money when they are massively lacking compassion. Awful. She got very abrupt towards the end also, saying ‘we’ve been on the phone a very long time now, what More do you want from me’.
    Originally posted by Nakita93
    Take the refund and book a villa away from the parks. renovations are awful there at the moment.
    • Nakita93
    • By Nakita93 9th May 18, 5:21 PM
    • 16 Posts
    • 7 Thanks
    Nakita93
    It’s awful isn’t it. I’m just angry because we’ve booked everything, restaurants, character dining etc. So much time and effort !!!128555; don’t think we’ve got any other option other than to cancel, you’re right!
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