| Each year, our two families conduct an annual corporate meeting/vacation at an exclusive hotel. This year, we decided to book a couple of high-end suites at the Grand Floridian hotel within the Disney Park itself t. We did a last minute booking the morning of September 19, 2010, for two (2) suites at the same time and booked them at the same time from September 19 to September 25, 2010 for both rooms. Upon our arrival, we were met by the Concierge who verified both of our families' stays and rooms (1st Confirmation of our length of stay). |
The first four nights of our stay in the suite was trouble free up until Thursday September 23, 2010, upon which we recieved a front desk recording indicating that we were scheduled to check out on Friday morning in the room that my family was staying in. I immediately called the front desk to question the recorded information for a Friday checkout and told the front desk assistant that my room was originally booked fior a checkout day of Saturday September 25, 2010. He responded by saying that "you probably just got one of those crazy recordings for early checkout...we've been having problems with these recordings today". The front desk assistant then checked our reservation and said "don't worry about it, your good for the Saturday checkout" (Second confirmation or our length of stay from the hotel staff for a Saturday Checkout date). We then made ours and the other family's plans for Friday's events in Epcot Center.
On Friday mid-day, I recieved a voicemail from the hotel management that my belongings were still in our room and that I needed to move it to another room. I immediately called the hotel, and after serveral minutes of conversation regarding our comfirmation with their own staff regarding our checkout day for Saturday, they were insistent that we come back to the hotel to move our belongings or that they would do it for us since their records show that our checkout time was for Friday. However, we were never provided with that paperwork from the initial Concierge meeting for checkin. Even though we were at Disney's Epcot Center with both of our families in the mid-day, they insisted that we needed to move our room contents because they had a contract on the room and needed it for the next Guest...we asked if they would temporarily place the next guest in another similar room, but they wouldn't. The end of our phone call was that they did not have our consent to move our belongings as we had sensitive corporate data in the hotel, and that we would move to another room when we returned later that day.
When we got back to the room around 5pm, we were unable to access our room as they disabled all of our room keys. We requested that the hotel management meet us at the villa we were staying at as we had two small children (ages 1 and 3). They eventually arrived but with 2 Security office personnel and 2 night managers. The managers indicated to us that all of our belongings were moved to another villa, including all of our safe contents (which they told us earlier that they would move the entire safe and would not go into it at all, but they did anyway). We repeated our postition to them but to no avail and no offer of compensation whatsoever! We asked if a police report was generated for moving our belongings. They said no, but that the police escorted them with the move of our belongings earlier that day. After several back and forth conversations, the police were called by the hotel management. Once they arrived, we explained our situation and also asked them for a police report regarding the move of our belongings. The police indicated to us that a police report is not typically generated for moving hotel guest belongings, unless a criminal violation or claim is being made. During the episode, I had side conversations with both the hotel security and police individually and they agreed that I was basically being kicked out by the hotel and was not being treated correctly in this situation. I asked the hotel manager to speak with the GM and she immediately responded that the GM was not available, but would not tell me why.
At this point, I was completely embarrassed (especially in front of our other company family and my own small children), I was harrassed by the hotel and exhausted with the entire situation. We eventually went to the second room to confirm our belongings.
I want everyone who is reading this posting, that I was definitely kicked out of my room by the Grand Floridian hotel management with no recourse. It didn't matter who I was or what type of room I had booked (even though we spent several thousand dollars that entire week). The Grand Floridian hotel management, in my opinion, did not use good discretion of the situation and was not very courteous to us at all. As of December 6, 2010, the hotel denies any wrong doing and has not offered us any type of compensation for our horrible experience.