A few bumps in the road led to me complaining to the front desk staff. Joe, a manager (it seems everyone behind the counter is a manager), was only good at explaining the reasons/excuses why these things are happening. He did apologize, but the feeling was very robotic and not very empathetic. His solution was to offer a free mini van ride to the park. I went back the next morning to find The Manager, but encountered two more managers. They were more kind and sympathetic. They also offered a mini van ride and $60 credit to cover the cost of genie plus. Although my genie plus cost is $700 for a family of 4 for 5 days. My initial complaints were that the Villa we booked had a queen and twin Murphy bed advertised. The room they gave us did not have the twin pull down (an ADA remodeled room with a great parking lot view). We were eventually given the room we paid for, but it was a hassle. I did not complain until the disturbance at our door. Disney has a daily well check on all rooms. They come to your room, Do not disturb sign or not, and knock until you answer the door. The man attempted to explain (English wasn't the best) that they must enter and do a visual inspection that everyone is well. This was right at the beginning of a planned nap between parks. The disturbance was enough to prevent us from taking a nap and being able to return to the park 7pm-close. I don't pretend to know why this occurs. My complaint was that this was not explained at all in the check in process. I paid $8000 for 5 nights, 5 days at park, and rental car. (plus the $700 for genie plus) The room was nice. The grounds are beautiful. The only problem, is if there is a problem. It's obvious that Disney only allows the managers the ability to offer a free mini van ride and $60 credit as a solution to any problem that arises. They did tell me that the missing Murphy bed room happens to a lot of people. I told them that is deceiving to give customers a room that does not sleep as many as advertised. Some of Joe's responses were eye popping. "as good people we should accept that accidents happen" "what do you want a pile of money?" "I think Disney has enough money they aren't trying to do this on purpose" "WE don't have control over the rooms" Obviously someone hiding behind a desk somewhere controls the renovations and the decision to give these substandard 1 bedroom Villas to customers and hope we don't notice. I would not return
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