Yikes- It sounds like one of those trips that if something could go wrong, it did! Your experience would try anyone's patience!
Sounds like they need to do something with their reservation system. I experienced a similar problem a week ago. DH and I were staying at SSR and my parents joined us at WDW as they are FL snowbirds. My father is blind and my mother does not drive long distances so they asked a close friend to join them for the weekend so they had a driver. When I made the reservations, I gave MS my parents names but I only knew the first name of their friend. I was told no problem, we could just give his last name when we checked in. I called a week before the trip and confirmed that they had three guests noted on the ressie and forgot to tel them the friend's last name during the call. Upon arrival to OKW, I went with my mother to check in and they could not add their friend's name to the reservation to get him a room key. They showed three people on the ressie but could not update the ressie with the friend's info. We ended up just taking the 2 room key cards which did not pose a problem. There would have been a problem, obviously, if they had wanted the
DDP. Do you think the problem is related to the change that MS is requiring names and addresses of all guests at time of booking?