My reservation was cancelled! :(

[waynesgirl]

I was wondering the same thing? It would have guaranteed both reservations. Plus, room-only reservations do not need to be paid in full until arrival.
OP, did you book packages?

I am curious- a lot of people say this but I ALWAYS have to pay my room-only reservation in full by 45 days out or they will cancel it. Is this because of a discount code we get?

I like to pre-pay and do all that anyway, but I'm curious to know...

 

[sndral]

I'm very happy to hear things have been fixed and that you have the 2 rooms at aoa you wanted. Does DME have your flight info so that you're good to go when you arrive @ the airport?

 

[TDC Nala]

I am curious- a lot of people say this but I ALWAYS have to pay my room-only reservation in full by 45 days out or they will cancel it. Is this because of a discount code we get?

I like to pre-pay and do all that anyway, but I'm curious to know...

If you're being asked to pay in full 45 days out, that is most likely a package, not a room-only reservation.

I do think that some time ago if you booked online with certain discounts, they did give a confirmation that said you had to pay in full at 45 days...was it a certain type of discount? This did not apply for bookings by phone, only online.

 

[Maggie'sMom]

I am curious- a lot of people say this but I ALWAYS have to pay my room-only reservation in full by 45 days out or they will cancel it. Is this because of a discount code we get?

I like to pre-pay and do all that anyway, but I'm curious to know...

If you have had to pay 45 days out, then you had a package. I've used discount codes on room-only reservations and paid the balance at check in with no issues. But like you, I prefer to pre-pay, especially for our longer trips. We had a room-only reservation in May and I paid the last bit of it off right around the 10 day mark.

 

[ccgirl]

Okay, here is what happened..
I booked 2 rooms in AOA for december. I paid for one in full on the day of the booking, and the other was to be paid within 7 days.I received confirmation for one reservation (by email) and was told by the agent that I will be receiving another email with a link to make the payment for the room that was not paid for.
Well the second email never came and my 7 days was going to be up yesterday (11/5) so I got home from work and looked in my email again, checked my spam folder.. etc. Nope no email ever came, so I went into My Reservations on the disney website and typed in the reservation number that was given to me over the phone and it was cancelled! I wasn't aware that if I didn't pay it by 10pm that it would be canceled.. I have never stayed at any of their resorts and the agent didn't mention it had to be done by 10pm of the 7th day.

So I tried calling but they were already closed, I called today and was told that it was cancelled and all there rooms are booked and I'm out of luck, to basically keep calling in case someone drops there reservation. I am so upset by this, I really thought they would have better customer service, the supervisor basically said the only thing she can do is have my conversation with the original agent reviewed to see if she disclosed all the information about the deposit to me and then she will personally give me a call this Friday pending the investigation.

What can I do?? Should I call tomorrow morning and speak to a different supervisor? Has this happened to anyone else?? :\ is this all my fault for not calling when I noticed I didn't get my reservation confirmation??

The reason I didn't leave a deposit for the other room was because I wasn't asked too and didn't know, the second room was being paid by a relative so that's why I didn't pay it over the phone at the same time I did mine. I goofed up and the fact that I don't travel often just goes to show that I'm not very aware of the hotel policies and stuff, but I also believe disney goofed up by not sending me the confirmation email with my details on exactly when it needs to be paid by.

Some of you need to calm down and realize that not everyone is as experienced as you when it comes to these things, it's not like we purposely sat around and waited until the very last minute to pay.. it was more like busy life, then the hurricane cutting off all our power and realizing the last day to pay was coming up. That's what happened, I'm not blaming anyone and now I know how this whole thing works and glad it was resolved.

Thanks to those of you that provided good feed back and some encouraging support, to those that have all their I's dotted and T's crossed well sorry we can't be perfect and not make mistakes.

Glad it was resolved but, it sounds like from your post you were well aware of when it needed to be paid by. Not sure what the email would have done.

 

[rcchello]

Internet mail is not a confirmed service. If it bounces for some unknown reason, neither party may be aware. If you were expecting a confirmation, you should have followed up. There are many reasons it could have happened, including the Cm did not enter the reservation correctly to incorrect email address to your email server was down due to a power outage.
Only in a few of those cases would Disney have some moral responsibility, but probably not a legal one. When making reservations it is always a good idea to make sure you get a confirmation. It is the only thing that will save your vacation, when you get up time the desk and they say there isn't a reservation in the system.

Most systems do not keep the record of the call, in most states they can't unless they prewarn you the call may be recorded. Thus with mist reservation systems there is no fallback except your confirmation.

 

[bumbershoot]

Glad it was resolved but, it sounds like from your post you were well aware of when it needed to be paid by. Not sure what the email would have done.

"I wasn't aware that if I didn't pay it by 10pm "

That's the EXACT part the OP was talking about, that you quoted. If you think 7 days, you don't think 7 days by x o'clock.

 

[maxiesmom]

"I wasn't aware that if I didn't pay it by 10pm "

That's the EXACT part the OP was talking about, that you quoted. If you think 7 days, you don't think 7 days by x o'clock.

I would actually think 7 days by close of business on that day. Ten PM seems late.

 

[aaarcher86]

I would actually think 7 days by close of business on that day. Ten PM seems late.

Right?! They give until 10p EST because that's when the phones close - that's nearly the end of the actual day!

What other company doesn't go by close of the business day, and a day is actually 11:59p for payments and such?

 

[dsneprincess]

I am curious- a lot of people say this but I ALWAYS have to pay my room-only reservation in full by 45 days out or they will cancel it. Is this because of a discount code we get?

I like to pre-pay and do all that anyway, but I'm curious to know...

I have used codes and AP discounts, always pay room only reservation at check-in. I pay a 1 night deposit at booking.

 

[sharadoc]

I am curious- a lot of people say this but I ALWAYS have to pay my room-only reservation in full by 45 days out or they will cancel it. Is this because of a discount code we get?

I like to pre-pay and do all that anyway, but I'm curious to know...

If you add tickets, it's a package even if you don't add dining. If you don't want to pay 45 days in advance then you shouldn't add anything to your reservation and you'll be fine.

 

[Leajess99]

I am curious- a lot of people say this but I ALWAYS have to pay my room-only reservation in full by 45 days out or they will cancel it. Is this because of a discount code we get?

I like to pre-pay and do all that anyway, but I'm curious to know...

Every room only reservation we have h only requires us to pay a depost and pay the rest upon arrival. We use the special military rates on the rooms.

OP - I am so glad it has worked out for you.

 

[cori1124]

If the other 1/2 of your party is not your immediate family having to absolutely-positively travel with you, then I would suggest that they make a reservation at PC right across the bridge. As a matter of fact, AOA was at one time suppose to be part of PC way back when...so even though your rooms aren't side-by-side, your resorts are as close as two can be.

 

[baby1disney]

OP-sounds like you ended up getting what you wanted which is awesome!! But there's a few people on this thread that I have seen around the boards that always have something negative to say and think that they are holier than thou...so you just have to learn to ignore them. I can see that you're new, being that you only have 3 posts, and like you stated...not EVERYONE knows how and what to look for when booking vacations.

And, if anyone else notice, the OP stated that she was involved with Hurricane Sandy and didn't have any power for a few days...so with that being said...I totally understand why she didn't check it like she should have or why she may have thought that she had until she got home from work. If a company like Disney wants their guests to have something paid in by a certain date or so many days, then it needs to say something along these line:"If you are booking/reserving a hotel room within xxx days, you have seven business days to pay it. If you call on Monday, Jan 12, 20--, you have until Monday, Jan 10, 20-- by 10pm to confirm it or pay for it. If not, your reservation will be cancelled." (I know that's a lot of wording, but I think my point is made) Now if the OP was told this and didn't do what she was suppose to, then by all means this situation is her fault....but I guess we won't know until she tells us what the supervisor has said...

 

[aaarcher86]

OP-sounds like you ended up getting what you wanted which is awesome!! But there's a few people on this thread that I have seen around the boards that always have something negative to say and think that they are holier than thou...so you just have to learn to ignore them. I can see that you're new, being that you only have 3 posts, and like you stated...not EVERYONE knows how and what to look for when booking vacations.

And, if anyone else notice, the OP stated that she was involved with Hurricane Sandy and didn't have any power for a few days...so with that being said...I totally understand why she didn't check it like she should have or why she may have thought that she had until she got home from work. If a company like Disney wants their guests to have something paid in by a certain date or so many days, then it needs to say something along these line:"If you are booking/reserving a hotel room within xxx days, you have seven business days to pay it. If you call on Monday, Jan 12, 20--, you have until Monday, Jan 10, 20-- by 10pm to confirm it or pay for it. If not, your reservation will be cancelled." (I know that's a lot of wording, but I think my point is made) Now if the OP was told this and didn't do what she was suppose to, then by all means this situation is her fault....but I guess we won't know until she tells us what the supervisor has said...

The OP said that the CM told them they had 7 days to pay it, so even without the email they new that they had a to pay by that 7 day marker.

If OP thought they had until they got home from work, they were right! Because it's until 10p on that 7th business day (again, just 2 hours shy of a literal 24 hour day).

Just like anyone else, if Disney shoots out an email and no one calls to say they didn't get it, it would be assumed that it was received.

I think more of the immediately 'your fault' comments were because the OP had blamed Disney's lack of customer service, which wasn't the case.

 

[Robbi]

The reason I didn't leave a deposit for the other room was because I wasn't asked too and didn't know, the second room was being paid by a relative so that's why I didn't pay it over the phone at the same time I did mine. I goofed up and the fact that I don't travel often just goes to show that I'm not very aware of the hotel policies and stuff, but I also believe disney goofed up by not sending me the confirmation email with my details on exactly when it needs to be paid by.

Some of you need to calm down and realize that not everyone is as experienced as you when it comes to these things, it's not like we purposely sat around and waited until the very last minute to pay.. it was more like busy life, then the hurricane cutting off all our power and realizing the last day to pay was coming up. That's what happened, I'm not blaming anyone and now I know how this whole thing works and glad it was resolved.

Thanks to those of you that provided good feed back and some encouraging support, to those that have all their I's dotted and T's crossed well sorry we can't be perfect and not make mistakes.

Yes, some people are a bit uptight here on the planning end. .

A supervisor put in an investigation on the recording and will call me back on Friday (like I said earlier) I called first thing this morning in case a room has opened up (like they advised I do) and was able to book in the same resort (thankfully). So it was resolved in the sense that I got the room we needed, I don't know whether the agent will still call me back on Friday when they have their results from the investigation and if it is in my favor it wouldn't matter since I have already rebooked a room.

I wasn't looking for any special treatment and do feel the original booking agent was partially at fault by not disclosing certain details and by not sending an email confirmation with the details like she said I would receive.

Either way, I am happy that we have our rooms as the airline tickets had already been purchased.

Glad you were able to book another room!

The OP said that the CM told them they had 7 days to pay it, so even without the email they new that they had a to pay by that 7 day marker.

If OP thought they had until they got home from work, they were right! Because it's until 10p on that 7th business day (again, just 2 hours shy of a literal 24 hour day).

Just like anyone else, if Disney shoots out an email and no one calls to say they didn't get it, it would be assumed that it was received.

I think more of the immediately 'your fault' comments were because the OP had blamed Disney's lack of customer service, which wasn't the case.

The OP said she doesn't travel much. The CM said they'd send an email and she never got one. Disney should be held to the same standard as every other hotel chain. If they say they're going to send an email, they need to follow through.

 

[waynesgirl]

If you're being asked to pay in full 45 days out, that is most likely a package, not a room-only reservation.

I do think that some time ago if you booked online with certain discounts, they did give a confirmation that said you had to pay in full at 45 days...was it a certain type of discount? This did not apply for bookings by phone, only online.

It is always by phone- that is the only way we can make it.

If you have had to pay 45 days out, then you had a package. I've used discount codes on room-only reservations and paid the balance at check in with no issues. But like you, I prefer to pre-pay, especially for our longer trips. We had a room-only reservation in May and I paid the last bit of it off right around the 10 day mark.

Nope, room-only.

I have used codes and AP discounts, always pay room only reservation at check-in. I pay a 1 night deposit at booking.

If you add tickets, it's a package even if you don't add dining. If you don't want to pay 45 days in advance then you shouldn't add anything to your reservation and you'll be fine.

I am 100% positive it is room-only. I don't buy tickets or anything because I have APs already. But it is mandatory- and has been on every trip I have taken since 2001 (this is our 21st)- that I have to pay in full or I get an email letting me know. I do understand the packages are different but I have only once gotten a package deal because our room-only discount is substantially better.

Again, I don't care because I generally pay it off before the 45 day mark anyway, but this trip in November slipped through the cracks and we got a "reminder" email in October that it was past due and immediate payment was expected (not those words but the general consensus) or the reservation was subject to be changed or cancelled.

Thank you for the responses, and yes, I understand the difference in the package and room-only, but it seems to me that somewhere along the line I'm not getting the same deal....again, don't really care because I try to pay things off (it's one less thing to worry about) but maybe I should inquire when I get to the hotel this time around. However, I don't want to make a fuss but several of our friends use this discount as well and I don't want to mislead them by giving out erroneous information.

OH, and I am sorry for hijacking the thread- I am glad that everything worked out for the OP.

 

[aaarcher86]

The OP said she doesn't travel much. The CM said they'd send an email and she never got one. Disney should be held to the same standard as every other hotel chain. If they say they're going to send an email, they need to follow through.

Who says they didn't? I"ve sent an email to people before and they haven't received it and visa versa. It's email. It happens. That's why they also advise people verbally, give them their due dates, give them their reservation numbers, etc. No one can guarantee an email will be received for any number of reasons. Heck, I've sent myself an email before with a recipe or reminder and it hasn't shown up, or takes so long to get there it ends up having been worthless to send. How would Disney, you, me, or anyone else know that an email was NOT received if no one calls?

 

[Bribrittmom]

I've never had to pay in full before arrival for a room only plan, only deposit of one night.

 

[North of Mouse]

I've never had to pay in full before arrival for a room only plan, only deposit of one night.

Us either, and we wait until check in to be billed, then wait for our credit card to bill us, THEN, we pay in full - gives us a couple months extra.