This is a Family Hotel.....

[Not Afraid]

So, a friend of mine went to stay at the Grand Cal over the weekend. It was a celebratory event for him and his partner for the anniversary. The reservation was for a room with one king bed with a Downtown Disney view. He arrived at the hotel and discovered his room had 2 queens. He went to the front desk to see if he could get this changed.

He explained to the CM that it was their anniversary they were celebrating. The CM did a double take at the 2 men standing there. He then checked and said that there no Kings available. My friend said that that was what he had reserved and surely there must be something they could do. The CM replied. "well, this is a FAMILY hotel and most people want 2 queen beds". My friend replied "are you saying that because we don't fit your demographic we're not welcome in your hotel?"

Not the smartest thing for a CM to say and he certainly said it to the wrong person. My friend got 1/2 of his room comped, but I doubt he'll ever go back there.

[CoasterMatt]

WOOHOO!!

[Morrigoon]

I think the statement was meant to imply more than two in a room, not a gender-specific one. Poorly thought out, perhaps inappropriate and hurtful, but I wouldn't even rank this up there with the time a monorail CM called PurpleDove a "wheelchair".

[Gemini Cricket]

That part's always tricky when booking a room for a gay couple. Sometimes you have to be discreet and hide your partner or you just act natural and then sometimes people think you're trying to make some sort of statement. It's a very awkward thing to go through sometimes.
I'm glad they got half of his room comped.

I think he should go back again. Heck, if they pull the same sh!t, get the room comped again.
:)

[Cadaverous Pallor]

I think the statement was meant to imply more than two in a room, not a gender-specific one. It wasn't more than two in the room. It was two.

That sucks.

[€uroMeinke]

I think the statement was meant to imply more than two in a room, not a gender-specific one. Poorly thought out, perhaps inappropriate and hurtful, but I wouldn't even rank this up there with the time a monorail CM called PurpleDove a "wheelchair".

I think you're probably right, but that same thought could have been expressed so much better. The word "family" was unnecessary and has unfortunately been appropriated by those who would discriminate against such a couple standing behind such terms as "family Values."

I think they also missed a chance to make it up by just comping half the room - they could have just as easily provided some pluses to make for a more romantic stay (flowers, bottle of champagne, breakfast in bed, etc.) which would have at least being a step to undo a possibly false impression.

[Not Afraid]

They were celebrating their anniversary. What's not "family" about that?

[Prudence]

It wasn't more than two in the room. It was two.

That sucks.

I think she means that normally more than two people are in the room, so they have more 2Q rooms than 1K rooms. (Heck, I frankly prefer 2Q even with the just the two of us, as they're generally bigger and that means a whole extra surface to lounge on.)

I think that the 1K rooms are a request item, not a reserved item. You can request a king bed, but it's not guaranteed. If 5 parties request one, and there are four king bed rooms, and you show up last - no king for you. It does suck. I'm glad they're going non-smoking, because that was also a request and not a guarantee (although if you got a medical necessity notation it's more of a guarantee than otherwise.)

But, the CM was tactless, no doubt, in the way he expressed himself.

[Gemini Cricket]

Men sleeping in beds together. What's wrong with that? Why back in my day five or six in a bed meant that guests weren't staying over that night and it was a treat. Dagnabbit!
Two to a king is such a waste.

:D

[SacTown Chronic]

One bed for <bleep> and one bed for sleeping. What's the problem?

[Gemini Cricket]

One bed for <bleep> and one bed for sleeping. What's the problem?
My ex and I arranged it that way often.
:blush:

[Mrs. Nesbitt]

At most hotels, bedding requests are generally just that, a request, they cannot be guaranteed. There are a few chains like Marriott, Hilton, Hyatt and Starwood (Sheraton, Westin, W) that will now guarantee the room type.

Disney's standard room is always one with two beds. You have to pay more to guarantee a king bedded room. It was probably a mistake by reservations originally and then compounded by the poor choice of words at the front desk.

[Not Afraid]

I think that the 1K rooms are a request item, not a reserved item. You can request a king bed, but it's not guaranteed. If 5 parties request one, and there are four king bed rooms, and you show up last - no king for you. It does suck.

I'm sure a Travel CM can clear this up.....but, I made the initial phone call for him because he couldn't get a reservation on line. I called DT who recommended I call CRO - which I did. CRO checked on rooms and offered an AP discount room available on the concierge level with 2 queens for $500 and something OR a non-AP King room with a DTD view for $300 and change (non concierge). I hooked him up with the King option then he confirmed the reservation after me and gave him the CC info.

The bed choice was a big factor in the reservation process.

[Morrigoon]

I think you're probably right, but that same thought could have been expressed so much better. The word "family" was unnecessary and has unfortunately been appropriated by those who would discriminate against such a couple standing behind such terms as "family Values."


Agreed, it was poorly expressed. Yes, it's a family hotel, meaning a high probability of more than 2 persons per room. But as you point out, the impression it gives, whether intended or not, is one of being exclusive to breeders.

[Not Afraid]

Even breeders who choose not to breed are a family.

[Strangler Lewis]

This reminds me of the old joke about the gay Polack who reserved two queens for his trip and was sad when he got to his hotel room because all he found were a couple of empty beds.

[Gemini Cricket]

This reminds me of the old joke about the gay Polack who reserved two queens for his trip and was sad when he got to his hotel room because all he found were a couple of empty beds.
A lonely wind crosses the desert.
A tumbleweed flips through town.
All is quiet except a chorus of crickets.




:D

[blueerica]

There really isn't much to say about it. The CM's choice in words borders on appalling, but I do agree that they probably have more rooms that are 2Q than are 1K, and that's what was meant. It's awful that such a confusion over reservations would have happened in the first place, let alone any other insults, intentional or not.

I think that it doesn't matter what gender and how many. Family is family, and should you be coupled, kids or not, it's a family by choice. So... yeah...

Perhaps a well thought-out letter might do well. Clearly, what they wanted was a special time together, and a 50% comp doesn't make that happen. They probably could have gotten a lot more favor with even less of a discount on the rooms, but with perks along the lines of what Euro was mentioning, such as flowers, breakfast in bed, champagne... or something else.

[Isaac]

In the past, when iSm & I stayed at the DLH, there were a few times when we had to clarify that we needed a 'king' cause the room was already gonna be occupied by two 'queens'.

[RStar]

In the past, when iSm & I stayed at the DLH, there were a few times when we had to clarify that we needed a 'king' cause the room was already gonna be occupied by two 'queens'.

You beat me to it Zappp......

[MouseWife]

Well....having booked a lot of rooms, it is something you have to reserve, they give you a choice and the cost depends on what you get.

I don't think it is a 'family hotel'. It is freakin' expensive. It is more for the couple to be able to afford, to enjoy. The rooms aren't too big so most of the playing, well, does go on in the beds. :blush: A king is great but the doubles work out {as GC has stated...how do they not get this???}

It was a rude comment, it was a stupid comment. And it isn't a family hotel. Just because it has a pool that is fun? Nope.

I am sorry that anyone has to go through such an experience.

Reminds me of going to a hotel with the Hubster before we were married....we were so worrried, I waited in the car....

Aw heck, I still get embarrassed when it is just he and I....:blush: 'Why are you up here in the mountains when there isn't anything for miles around?? Hmm?' I'ts a getaway....

[Morrigoon]

You know, it's funny... they go to so much trouble during training to try and teach CMs that the way they say things matters, but since it's done in the "serving guests with disabilities" video, I guess the trainers turn the video on, and the new hires turn their brains off.

[scaeagles]

It depends on the voice inflection.

I've stayed at the GC a few times. To me it looks like most of the people staying there are two parents with a child or two. This is unscientific, of course, just what I've seen. When we've stayed there, we have had trouble getting rooms with bunk beds because they usually are all gone.

Did the CM say "well, this is a FAMILY hotel and most people want 2 queen beds", or did he say well, this is a family hotel and most people want 2 queen beds"? Did your friends hear the inflection because they expect to encounter a certain reaction?

I don't think the wording was that poor at all. It comes down to the voice inflection. And I think we live in a society where people are overly sensitive and look for reasons to be offended.

[Moonliner]

In this case I would say "family" is short for "People traveling with kids". It's a bit of a mouthful to say "We are primarily a hotel for people traveling with kids. It could be parents and/or partners of either sex in any combination, grandparents also of either sex in whatever combination as well as aunts, uncles and friends traveling with other people kids"

For our spring trip last year, the Disneyland Hotel tried to give Headliner and I a room with a king.

I wish I had know I was supposed to be so upset about not getting the room I asked for. Perhaps I could have gotten my room comped (or 1/2 comped) too!

[Scrooge McSam]

Back in the day, we weren't allowed to guarantee room types to guests because we didn't have a reservation system sophisticated enough to handle all the variables. That's not the case any more. Call reservations and behold the choices... king/queen/bunks/suite, view (and WHICH view... garden or courtyard)/ no view, standard/concierge.

I'm not convinced the desk clerk meant his comment as an insult, but I am convinced he didn't feel any responsibility to correct the situation. After his "family" comment, that would have been my last interaction with him. I would have quietly asked to speak to the shift supervisor. If no action there, the front desk manager. No action? Give me the rooms manager. Still nothing? Who's the hotel manager? You get the idea.

[SacTown Chronic]

I usually request 3 queen beds. Otherwise MickeyLumbo has to sleep on the sofa.

[Mary Blairiffic]

Wow -- so sorry you had to expereince that. I think a well-placed letter would be a good thing. I'm surprised this hapepned, in lieu of the fact that it's pretty well-known that there are Gay Days at the parks and didn't Disney just allow same sex couples to be able to purchase the Fantasy Weddings at the parks? Sounds like this particular CM needs to get with the program.

[Ghoulish Delight]

It was a rude comment, it was a stupid comment. And it isn't a family hotel. Just because it has a pool that is fun? Nope.
If 75% of their guests are families with more than 2 people occupying a room, then it certainly is a family hotel. And if that's the case, they certainly would have proportionately fewer rooms with 1 king bed as that's not what the bulk of their guests want.

Without being there, I can't judge either way the CM's intent with the word "family". I think it's jumping to quite a conclusion when there is a perfectly reasonable use of that that phrasing.

That being said, to me the real mistake is that this person was coming up with excuses instead of trying to make things right. The response should have been, "Let me see what I can do to make this a good stay for you." It should never be, "Oh well, that's the way it is, nothing I can do." Particular choice of words aside, it was bad customer service.

[blueerica]

True, it should never have been about what kind of hotel it was - except that they're a hotel that wants to have their customers happy.

"Let's see what we can do for you" is far better than "This is XYZ kind of hotel." Saying it in any way, or any inflection... hell, you could put ANY word in there... and all it does is say that the person being talked to doesn't fit that description. After all, if they did, would this be a problem? At least that's what I perceive as the thought behind someone who would approach any problem by making the customer feel like they didn't understand something. Chances are, the cast member was opening his or her mouth and not even thinking it... possibly even thinking he was making the situation better, when all he was doing was wasting time.

And from any stand point it clearly doesn't solve any problems. It was unnecessary filler.

[MouseWife]

If 75% of their guests are families with more than 2 people occupying a room, then it certainly is a family hotel. And if that's the case, they certainly would have proportionately fewer rooms with 1 king bed as that's not what the bulk of their guests want.


Most hotel rooms do have double beds, regardless if they are for family or not. Couples travel together, older families. Groups of people. To help share the cost.

I am taking the comment of 'families' to mean, people with children. See, infliction is a big thing! I took it this way. I don't see the hotel as being a primarily kid friendly place.

But, the comment about how it should not have been said at all is the point. A simple 'Let me see what I can do....' is all that was needed. And, to try and make it right. Some of the desk clerks there that I've dealt with have a lot of attitude, like they are holding the keys to Oz or something.

And, Morri is probably right about the training, watching a video isn't enough. If they even watch.

[alphabassettgrrl]

I can certainly see how your friends would have felt uncomfortable, Lisa. Definitely bad customer service and Euro has the right idea. Give 'em something romantic to say we understand this is a special weekend and we're sorry the arrangement was not as requested.

[Strangler Lewis]

Chances are, the cast member was opening his or her mouth and not even thinking it . . . .

I've been reading this thread and trying to figure out what CM stood for? Does it really stand for "cast member"? Are Disneyland Hotel front desk clerks called "cast members"? If so, why does anyone here dignify that?

Sorry to be so grouchy. I guess I need more coffee. I hope the Starbucks partner doesn't f*** up my latte.

[blueerica]

Sorry to tell you that around 95% of Starbucks "partners" don't make a good drink. I do know a handful that do, but the temperatures and time Starbucks allow things to go to are a shame. Not that Peet's employees, or employees of just about any chain all hold by exacting standards. Though I'm glad I was taught well, I know too much. I'm shocked and appalled by most coffeehouse "baristas" and have a hard time enjoying anything outside of their basic coffees and teas.

Smaller coffee places like Keane... *drool*

Woah... sorry for that tangent, enjoy your latte and be glad you're not cursed as I am.

On that note, why do names like "cast member" and "partner" pop up. Everyone in my family has been a cast member, with the exception of my grandfather and myself, at one time or another, so the term is entrenched. For me, it helps remind me that it's a show and they're playing a part. While to some that may speak of unity and perfection, I know that they're doing it all as part of the show, and I'm okay with that. I'm there for the show. (even at the front desk) Back to the topic at hand, the front desk CM was clearly didn't know his lines.

[Kevy Baby]

Sorry to tell you that around 95 of Starbucks "partners" don't make a good drink.Hey, that's actually a pretty good number. Since Starbucks has about 145,800 employees (http://finance.yahoo.com/q/pr?s=SBUX), that means that about 99.935% of their employees partners DO know how to make a good drink.

[Strangler Lewis]

For me, it helps remind me that it's a show and they're playing a part. While to some that may speak of unity and perfection, I know that they're doing it all as part of the show, and I'm okay with that. I'm there for the show. (even at the front desk)

I've never been, so clearly I still need help here. What is "showy" about the performances of front desk CM, valet CM and housekeeper CM? What are their roles other than ensuring you have a pleasant stay?

[Kevy Baby]

What are their roles other than ensuring you have a pleasant stay?Simplified, that is the role of EVERY cast member. By assigning that moniker to everyone, it helps remind all what the ultimate goal is.

[Ghoulish Delight]

I've never been, so clearly I still need help here. What is "showy" about the performances of front desk CM, valet CM and housekeeper CM? What are their roles other than ensuring you have a pleasant stay?
It's a terminology that's been there from the beginning. Any employee that works on Disneyland property is a CM. Whether they're a performer in a show, the person pushing the button on Mr. Toads, a restaurant busser, or a dude who sweeps up your french fries. And while it's "outside the berm", that's been extended to include the property in DTD and the hotels.

The idea being, as I've always interpreted it, that as someone providing a service to a customer, you're always on stage. Sure, there's technically no difference between a hotel at a Disney resort vs. any other hotel, but the one thing that, in the past, put anything Disney did in a special class was the superior level of service they provided. And part of that was their commitment to making sure every one of the "cast members", no matter their job title or duties, understood that if they were dealing with a customer, they were "on stage". It was a constant reminder to not just do your job, but to fulfill the role of the consummate model of service.

Of course, that only works so far as they successfully attach that message to the title with good training and motivation.

[Morrigoon]

The point is, you're not just operating a hotel... you're putting on a "show" where the setting is the ideal hotel experience. In an idealized world, no one ever has a bad day, no one ever frowns or slouches, and everyone is just waiting to help YOU. As part of that show, even if you're having a bad day, you don't want to let it show, so no frowns, no negative body language, no displays of how tired you are, no letting the audience "peek behind the curtain" by confessing to them how F-ed up you think a certain hotel policy is, etc. Nothing ever goes wrong or went wrong at the perfect hotel. At a real hotel, things have and will go wrong, but you go on with the "show" that it hasn't and won't.

It's a different philosophical approach that defines the level of service without having to lay out every single aspect specifically.

[Strangler Lewis]

Yes, of course. I see it now.

Well, I'll be going.




http://www.monstrula.de/filme/daemonischen/still20.jpg

[Alex]

Wait! Have some kool-aid before you leave.

[blueerica]

Ya gotta drink the Kool-Aid.

[Morrigoon]

Poor SL... hahahah. You're totally outnumbered on this one, dude :P

[BarTopDancer]

I've read and reread this thread. I held off on posting until I could think more about it.

SCA hit it right on the head. It's all about inflection. Not being there we have no idea if it was said in such a way that implied the couple was not really welcome. What matters here is that the couple felt that way. Oversensitive or not, the wording used by the employee was a poor choice. But really, for all they know, the employee was gay. It's Disney after all.

Room requests are just that. Requests. Unless they paid more for it. Then it becomes an issue of paying for and not receiving a service. Should the CM have done more? Maybe. It would have been nice, but should it have been expected? Not really. They should have gotten the room that they paid for.

And I think that where you work is the coffee and tea that you begin to prefer. You prefer the methods that they use because you learn what they tell you. Starbucks will tell you why their coffee is better and their methods are better than Peets. Peets will do the same for Starbucks. I think I make damn good coffee and that Starbucks and Peets taste about the same. I'll drink either and won't sit there and make a fuss about how much xyz sucks. But in the end I prefer where I worked (which is a coffee cart) and private coffee houses (gypsy, coffee que, Natales) over corporate stores.

[Mousey Girl]

I can't count the times in the past where I have requested a room with a king only to get to the room and find 2 queens. I finally realized I slept better when I had my own bed and started requesting the queens.

[lashbear]

Stoat prefers 2 Queen beds, because my Blower keeps him up.

...make of that what you will ! :blush:

[Gemini Cricket]

I just spent the last hour voicing my opinions on two threads on MC about the same topic. I'm spent. I could use a bed right about now.
:D

Lashbear ~ Naughty bear. :D

[Not Afraid]

Queen?

[Gemini Cricket]

Queen?
Did someone call me?

[scaeagles]

They didn't say b****, did they?:evil:

[Gemini Cricket]

They didn't say b****, did they?:evil:
Score one for sphincter boy.
:D :evil:

[scaeagles]

We've been over this - it's sphincter man. I do not have the sphincter of a boy.

[Kevy Baby]

Stoat prefers 2 Queen beds, because my Blower keeps him up.

...make of that what you will ! :blush:Why, I am quite certain you are referring to your C-PAP. What else could you mean?

We've been over this - it's sphincter man. I do not have the sphincter of a boy.I always heard it was "Sphincter Grand Canyon"

[figment1986]

Obviously this can be taken in two different contexts...

we are a family hotel could mean
A) we have more doubles and kings because families come here more than couples,

B) We don't like knowing anything...

personally, their would be better ways to word it, sadly thats the phrase that was uttered. At least it didn't ruin their vacation, just makes a fun story. (and they got a discount too)

[CrazyLegs]

wow what a story glad they got it cheaper that sucks

[Mousey Girl]

I shared a sequel.. On my way up to my room I was talking to a man in the elevator. He and his family (totaling 6) had just driven down from Yosemite and could not wait to crash for a bit.

I went to my room, gathered Boy and we headed back to the parks. The same man was in the elevator, heading for the Front Desk. Their family of 6(!) was placed in a room with a single king bed.

[Kevy Baby]

That is just too funny.

[MouseWife]

Oh that sucks.

We went to a hotel {okay, the Knott's Berry Farm hotel, I didn't wanna say as it only goes to prove a lot of peoples' opinions here...sadly...} and when we opened the door {the key worked} there was clothes all over the floor as well as trash. When we went downstairs they said the computer said it was cleaned.

Well, that reminded me that the last room we stayed in wasn't entirely cleaned before we checked in.

Still, I'd stay at either property again.

[CoasterMatt]

The Raddison at Knott's has a GREAT breakfast buffet at Amber Waves - LOTS of bacon

[MouseWife]

The Raddison at Knott's has a GREAT breakfast buffet at Amber Waves - LOTS of bacon

LOL Yeah, well, that is extra now, too much for me.

Off season, I guess, you can get really good packages with tickets, breakfast, etc.

Oh, and it isn't called 'The Radisson' anymore. It is 'The Knotts' Berry Farm Hotel'.

I am 90% sure of this.

[BarTopDancer]

6 people in 1 bed... what kind of family do they think they are?

[Mousey Girl]

I will never stay at Knott's again. Those walls are paper thin. I didn't sleep much at all when we were there, it was ridiculously loud.

[MouseWife]

6 people in 1 bed... what kind of family do they think they are?


LOL Seriously!!!

MouseyGirl, that is true about the walls.

Umm...luckily {for us} it usually isn't very crowded and the rooms next door not occupied.

I'll stay there if we are going to Knott's only and if it is the least expensive place I can find when going to a concert. I think I had a room for $49. plus $10 parking for one show.

[CoasterMatt]

We usually only stay there when we know everybody else on the floor...

[MouseWife]

Oh, do you go for the Halloween Haunt? Or maybe the Coaster event they have {I've heard from Darkbeer about this}?

Or just cause?

[€uroMeinke]

We usually only stay there when we know everybody else on the floor...

But with walls that thin, isn't that the case by the time you leave?

[MouseWife]

Well, at least you know what they are doing and how often...:blush:

[Mousey Girl]

We had a very loud family in the room next to us. All I wanted to do was tap on the adjoining door and ask them to use their inside voices for a change.

[MouseWife]

Ugh, the adjoining door. How many times did we hear kids playing with it, trying to open it??? That is how thin/close the rooms are. In other hotels, there are two doors, one for each room. And, inches in between.

Hmm. I hadn't even thought about that.

[Mousey Girl]

We had 2 adjoining doors, one on each side of the room. The one I had a problem with was right near the head of one of our beds. I ended up stuffing towels under it, but the sound came right through the walls.

[MouseWife]

Oh, that sucks.

And, by two doors in my previous post, I meant one doorway/passageway with a door in each room. That sucks having two doors, one on each side!!!

We hadn't had adjoining rooms in years but the one we had recently was pretty well sound proof. It was at a Best Western, though.