We had a studio booked for early Jan, as my wife and I are running the Marathon week 10k together. I received a call as well, asking if they could help us look at another option since the resort would be under construction. We own at VWL and it's our favorite resort, but we were there a few years ago when the rooms were being remodeled, and it was super noisy.
Anyways, we had 3 adults and 2 kids on the reservation now that the VWL studios sleep 5 people. She first offered us either a studio at AKL or at Saratoga, but I explained to her that neither of those resorts would accommodate our party size. After putting me on hold again, she offered us a 1 bedroom at AKL for the stay with no uncharge on the points. My wife and I discussed it, and even though it was a super generous offer, we declined. With kids under the age of 5, being close to MK and having other transportation besides the bus was just too valuable for our trip.
Fast forward a week later. I received a call from one of the managers, stating that he saw that they had spoken to us and weren't able to resolve the reservation change for us. I explained to him that as great as the offer was, we just really needed to be around the Magic Kingdom, and needed to be somewhere that could sleep 5 people. Well, he puts me on hold for about 12 minutes. When he came back on the line, he asked me if we would be ok with switching to a BLT 1 Bedroom Lake View for the stay. WHAT?!?!?! I was floored. I don't even remember my response, but I was very thankful. I know that they didn't have to switch us, and they DEF did not have to upgrade us to a 1 bedroom. Needless to say, we were very thankful and excited about the Disney magic that we received for our JAN trip.
I will agree that it does seem to change depending on which cast member you are talking to, as to what resorts or discounts they can offer. I guess my only suggestion is to be patient and nice, and maybe it'll work out.