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Old 10-06-2012, 07:10 PM   #1
ajh88
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CAUTION: If you are checking in Tuesday, October 9th

Just a fair warning, if you will be arriving at Disney between 5 pm on Monday, October 8th and 6 pm Tuesday, October 9th, you could very well have no access to your dining or ticket elements of your packages (assuming you have a MYW package).

We checked in for a room only stay this afternoon and found a letter in our room advising us of this systems outage. It is also mentioned on the Disney reservation website. It is some massive upgrade and evidently all systems will be down (this is what I was told). We are supposed to check in on the 9th for a package with my parents, so I am none too pleased with this.

We were told to "just pay out of pocket" and they will reimburse us for it, which will entail taking additional time out of our day to visit the concierge desk at the hotel. (Maybe that sounds insignificant to many, but it is an inconvenience nonetheless). I'm actually only about a step away from infuriated. I understand I am not the only guest affected and that many people will be in my shoes come Tuesday.

Just wanted to give fair warning to anyone who will be arriving Monday/Tuesday!!
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Old 10-06-2012, 07:32 PM   #2
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I would be mad but a good solution is get some gift cards now and keep receipts. Probably pretty quick around. My credit union went down like that...right when we checked in to WL. Disney did their best to make me happy...just bear with them.
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Old 10-06-2012, 07:39 PM   #3
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Is the problem only with dining?

We are checking in Tues afternoon but we are room only. Personally, If they told me to pay out of pocket after I paid for my entire trip up front, I would tell them to stuff it. Figure something out for me.

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Old 10-06-2012, 07:36 PM   #4
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This stuff has to happen to keep this place running. Just make the best of the situation and enjoy your VACATION! Ya could be at work that day...
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Old 10-06-2012, 07:38 PM   #5
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Yikes, I hope it doesn't cause you too much hassle. I thought I read one time that you can get your park tix ahead of checking in for your package. If that's true, maybe it'd be worth it to look into if you can at least your tix before the system outage so you don't have to front the money and be reimbursed. Just a thought. Good luck!
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Old 10-06-2012, 07:41 PM   #6
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They have procedures set up for when this happens. Don't worry! They will do everything in their power to make it work!
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Old 10-06-2012, 07:59 PM   #7
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Quote:
Originally Posted by jewjubean View Post
They have procedures set up for when this happens. Don't worry! They will do everything in their power to make it work!
Right, their system is for the guest to pay and then they reimburse me.

I love Disney and love coming here, but I'm feeling decidedly un-magical at the moment. It doesn't matter if it "has to be done" or if I could be at work instead of on vacation. I come on vacation to relax and this particular road bump has been anything but relaxing. I know that no vacation is perfect, but IMHO, a better system could be devised to minimize inconvenience to guests even if it results in more work for CM's.

I guess I'm just being unusually pessimistic - for the first time, I'm irritated by how much money I've paid for vacation vs. the satisfaction I'm getting from it. Tomorrow is another day though.

I mainly just wanted to spread the word to those who might be checking in early next week - I truly feel bad for the CM's who will be working because I guarantee it will not be pleasant. And Waltgirl, I believe it will primarily affect packages (tickets and dining), however you likely will NOT be able to charge to your room, at least until after the systems are back up, so that could potentially affect all resort guests.

I'm going to go watch Wishes from my balcony and hope I can reach a resolution in the morning. If not, life goes on anyway.
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Old 10-06-2012, 08:25 PM   #8
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Unless their systems are non reduntant with single points of failure all over the place, there is no way they should be down for 24 hours. If it is, they seriously need a new IT department.

My educated guess here is that the actual outage will be around midnight for a relatively short period of time and the release to do the work is being over cautious by stating the lengthly window. I can't think of any upgrade I've been involved with (and there have been many), where a customer impacting system would be off line for that long. So, hopefully, the pain felt will be minimal.

And to the OP, I'd be annoyed as hell too if that was happening to me.
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Old 10-06-2012, 08:53 PM   #9
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Here is the internal notice:

Quote:
From time to time, it is necessary for us to make computer systems enhancements. To that end, we will experience a downtime for some systems beginning 6pm on Monday, Oct. 8. The enhancements are anticipated to be complete by 3pm on Tuesday, Oct. 9.

This downtime will impact reservation systems, including a la carte, and our property management system, Lilo. In preparation, we recommend that Guests and Cast Members note the following:

• Dining reservations for Tuesday, Oct. 9 should be made by 5pm on Monday, Oct. 8.
• Guests who wish to modify or cancel existing dining reservations for Monday or Tuesday should plan to do so by 5pm on Sunday, Oct. 7 (due to cancellation policies).
• Dinner show tickets for performances of Hoop-Dee-Doo Musical Revue on Monday, Oct. 8 should be picked up by 5pm that evening.
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Old 10-06-2012, 10:09 PM   #10
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Quote:
Originally Posted by Cheshire Figment View Post
Here is the internal notice:
So, that doesn't sound much like what the OP heard. This is the official announcement, including what aspects are actually affected? Or is there more? Dining reservations, not dining plan entitlements? Dinner show tickets, not park tickets? Or is there more?
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Old 10-07-2012, 10:50 AM   #11
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Thank You

Quote:
Originally Posted by Cheshire Figment View Post
Here is the internal notice:
For the good information and the other posters for sharing good ideas. Danny
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Old 10-07-2012, 04:18 PM   #12
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Quote:
Originally Posted by Cheshire Figment View Post
. . . This downtime will impact reservation systems, including a la carte. . .
1) The "a la carte" system controls all dining.
2) This is how
. . . you make ADR ressies
. . . the ressie is called up at the podium
. . . the seat assignment in the restaurant is made
. . . the seater communicates OOP or DDP and number of guests to server
. . . this includes printing dinner show tickets
. . . the server takes confirms guests and makes bill
3) This can is why guests "may" have to pay OOP for their meals.
4) BUT, the length of downtime is still speculative.
. . . it could be shorter
. . . it could be longer
. . . it could be sweet or very ugly

NOTE: One thing to know about the Disney IT system - it is based upon
the 1963 Las Vegas hotel/casino software. That is why upgrades and
updates can be a problem. That system is not known that well by new IT
and new computer people. It is an old system and requires "old" system
language knowledge. Disney can update the user interface (what you see
on the screen), but it is too difficult and too expensive to update the core
system. That is why upgrades can be easy or bad. (EXAMPLE: When they
did the user interface change in 2006 to go from a "green screen" to a "GUI",
all they did was the screen, and none of the core information-base.)
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Old 10-07-2012, 08:31 AM   #13
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Quote:
Originally Posted by GillianP1301 View Post
Unless their systems are non reduntant with single points of failure all over the place, there is no way they should be down for 24 hours. If it is, they seriously need a new IT department.

My educated guess here is that the actual outage will be around midnight for a relatively short period of time and the release to do the work is being over cautious by stating the lengthly window. I can't think of any upgrade I've been involved with (and there have been many), where a customer impacting system would be off line for that long. So, hopefully, the pain felt will be minimal.

And to the OP, I'd be annoyed as hell too if that was happening to me.
I'm guessing you aren't familiar with Disney's IT department.

It's terrible.
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Old 10-07-2012, 09:45 AM   #14
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Does anyone know if this will effect check-outs on Tuesday? and if so, how?
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Old 10-07-2012, 02:00 PM   #15
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We had a lot of trouble after the big resort system upgrade in 2010. Our tickets were supposed to be on our KTTW cards. We checked in Saturday night then headed to DHS the next morning where we were very first in line to hit TSMM. Then the time came to open the gates and......... our tickets wouldn't work. We had to go wait in line at guest relations to have it all sorted out while hundreds of people poured into the park ahead of us. They then gave us fastpasses to make up for our lost time......... to any ride EXCEPT TSMM. Nice, huh?

Anyway, we had to go back to the front desk that night to have our tickets reissued. That is where they really took care of us. They reset our dining credits, even though we had alread used 2 credits each. They also gave us 2 taxi vouchers to use during our week to make up for lost time, and 2 "any attraction" fastpasses.

I think they really went above and beyond. So I say approach them politely and let them know if you had trouble. I bet they'll take good care of you.

If you have to be reimbursed for any dining, I bet they'll reimburse you AND reset your credits to the original amount, so maybe have an extra TS ADR or 2 later in your trip just in case. We had planned to pay for 2 of our CRT OOP, so ended up getting it free. I just don't know that they have the ability to load your card with anything less than the original amount of credits. At least that's what they told us at the time.

Disney is second to none in guest recovery. Just politely give them a chance.
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