Disney tore apart our grand gathering

[mb1976]

I tried to post this once already. (It's just how my day is going). Last May my cousin and I got together and decided to plan a trip to the world with our kids. 3,3,5,7 At first we booked at Music. However, her mom decided to go and didn't want to stay at a value. They upgraded to POR and we decided to scrape up the extra $524 so the kids could be together when we weren't in the parks. Well, yesterday my cousin got a package in the mail. They were upgraded to Grand Floridian!!! We are glad for her because she has had a rough year and deserves it. We weren't so lucky though. My cousin was the first to contact disney about the new problem. She asked if we would be upgraded as well. No they said and they didn't consider grand gatherings when randomly upgrading people because grand gatherers didn't always stay at the same hotel. I was not any too happy about the situation because we paid the extra just so the kids could be together and it would make getting around a little easier. So I contacted Disney, explained the sitaution, and asked to be moved back to the value. Sure the agent said not problem, except there was a problem. They wanted to downgrade my free dining package from 1 table, 1 quick, and one snack to the 2 quick and 1 snack. I quickly informed the agent that was not to happen. When I booked back in May I started at a value and got the table service credits then and I wasn't going to lose them. I have reservations at CRT for my DD3 for crying out loud. She put me on hold and another agent came on and corrected the problem. So now we are back at a value and get to keep our dining. Oh and they were kind enough to wave the $50 reservation change fee. Gee what a compensation for them screwing up our reservations. My wife wasn't happy. She called them back and got nowhere either. They said their hands were tied and if we wanted to be closer to the other part of our GG we would have to pay more. I'm not happy with their response. One would think they would try to give some type of compensation to make up for what was their fault even if it was mild. We told the agent we wont' be going back to disney. We won't either. Bye bye disney hello Royal carribean. Has anyone else had this happen and had crappy customer service in handling the problem? I'd also gladly take any advice someone may have to fix the situation. I'm not happy with the experience we've had so far between this and having a hard time planning the trip. The new 90 day reservation schedule and 90 day park hour release made it a bear since our trip was broken between August and September. Thanks for letting me vent.

No longer a disney fan.

[chrisw127]

I'm sorry you've had a tough experience. Maybe your upcoming trip will change your mind?

FWIW, staying at different resorts always worked for us--sometimes it's nice to have a break from the family.

[Meriflower]

That's too bad that your group was split apart. At least they did accommodate you moving you back to a value resort and waiving the $50 change fee and you kept your dining package. I agree about your comment re Royal Caribbean - Disney is fun but cruises are better!

[I <3 WDW]

Your cousin could have decided not to take the upgrade. You're mad at Disney for no real reason, they did nothing wrong to you.

[Allison]

What do you want compensation for? You ended up back in the value and kept your dining package, which of course, you should have anyway.

You were told they don't upgrade everyone in the Grand Gathering so I don't see anything for you to be compensated for. So, what exactly is Disney's fault? The upgrade could have been turned down.

[vicki_c]

Originally Posted by I <3 WDW

Your cousin could have decided not to take the upgrade. You're mad at Disney for no real reason, they did nothing wrong to you.

Totally agree with this. As for the dining plan thing, they changed their policy since you originally booked on what resorts get what kind of free dining. I think they did right by you. They got you what you asked for - moving back to the value - and although it took some demanding on your part - they let you keep the free basic dining plan, not the lower one that is being offered to value resort guests, AND they waived the change fee on your reservation.

They didn't "screw up" your reservations in any way that I can see - they improved your cousin's reservation, and she chose to accept her improved situation. They didn't do anything to you at all.

[KatMark]

Originally Posted by vicki_c

Totally agree with this. As for the dining plan thing, they changed their policy since you originally booked on what resorts get what kind of free dining. I think they did right by you. They got you what you asked for - moving back to the value - and although it took some demanding on your part - they let you keep the free basic dining plan, not the lower one that is being offered to value resort guests, AND they waived the change fee on your reservation.

They didn't "screw up" your reservations in any way that I can see - they improved your cousin's reservation, and she chose to accept her improved situation. They didn't do anything to you at all.

I have to agree with you.

[disney*mom*82]

Sure it stinks that your cousin got an upgrade and now you are back at the value. But, really you wanted the value anyways. Like a pp said, they did get you back where you wanted and the basic dining plan for free. If you called to book that resort now, you would only get the quick service dining. I think they have done all that is necessary. If you are upset, it should be with your cousin since she took th upgrade knowing you couldnt get it. But really, how much time are you gonna spend at the resort? Yeah it sucks you are not together, but now if your at MK or Epcot and kids need a break, hop on the monorail to cousins room, its much faster! And, we always stay at a different resort than family when there at the same time. Last year we had us at POR, In laws at POP and aunt at All Star, we all met up and did stuff together and also did our own thing. Worked out fine. Enjoy your trip.

[B&WMickey]

In general I agree with most of the comments here about Disney not messing up your reservation and for the most part giving you a fair shake but at the same time I can completely understand your frustration.

For several years now Disney has been selling this idea about Grand Gatherings where you and your extended family can all celebrate at Disney together. I think Disney absolutely tries to sell an image of large connected groups (family reunions and such) spending a vacation together not just in the parks but all over the WDW property. The key thing they seem to sell is a sense of togetherness.

I think if Disney wants to sell this GG idea then they need to be careful about putting groups in situations like this or maybe reconsider their whole GG approach.

I hope you don’t let this experience ruin your trip though.

[aristocat65]

Originally Posted by I <3 WDW

Your cousin could have decided not to take the upgrade. You're mad at Disney for no real reason, they did nothing wrong to you.

Sorry, but I also have to agree with this. Disney did something wonderful for your cousin. Your cousin was nice enough to try and get the same deal for you, but couldn't. Disney gave you what you asked and moved you back to the Value. If I were you I would be a little envious that they got a great upgrade and I didn't, but Disney didn't wrong you in any way.

[Rosanne]

Well, I can totally understand why the OP would be upset. First of all, do we even know that her friend could decline the upgrade and be at the moderate as planned? I didn't get that impression at all. I hope it was optional as I don't think it's right for upgrades to be non-negotiable.

If the friend was only offered the upgrade and chose to upgrade knowing it was impossible for her friend to upgrade then shame on the friend. There was a time I had elite status on my chosen airline and I could sit in first class but if I was flying with a friend without that status I would fly coach with them (and no, I couldn't afford to pay for first class for them, my elite status was a result of them shredding my luggage).

Also, although sometimes as the CM said, people in GG may choose to be in different resorts, I bet it is more often the case that they choose to be at least reasonably close. And... since originally the OP booked a value resort with free regular dining then it should not have been treated like a big deal effort to put that back to the original deal. Of course there should be no charge.

When we were there last January we booked Movies because my now 3 year old LOVES the Toy Story section. I checked and rechecked everything with reservations and the hotel itself. Then, after driving 12 hours with a 2 and 7 year old we arrive at the front desk (at 3:30 p.m.) we are told they overbooked and we are to stay at Pop. Now, I have nothing against Pop but to my DD Movies is Disney World. Fortunately, when I was firm but polite they miraculously found a room in the Toy Story section of movies after all.

Anyway, I just think the OP was reasonable. The point of the trip was to have fun together. Disney put everything in an awkward position. Heck, if we were upgraded from Movies to GF we wouldn't have taken it. If I didn't have kids and was on my own I would have leapt at it.

[Traveliz]

Originally Posted by B&WMickey

In general I agree with most of the comments here about Disney not messing up your reservation and for the most part giving you a fair shake but at the same time I can completely understand your frustration.

For several years now Disney has been selling this idea about Grand Gatherings where you and your extended family can all celebrate at Disney together. I think Disney absolutely tries to sell an image of large connected groups (family reunions and such) spending a vacation together not just in the parks but all over the WDW property. The key thing they seem to sell is a sense of togetherness.

I think if Disney wants to sell this GG idea then they need to be careful about putting groups in situations like this or maybe reconsider their whole GG approach.

I hope you don’t let this experience ruin your trip though.

I agree - I think if the whole grand gathering is booked in one hotel (and they can tell through the grand gatherings notation) then they should either spread the pixie dust to the whole group or move on to the next family on their list.

Liz

[chitown_disneylovers]

We went as a grand gathering last year and we are going again next year and I would be very upset if Disney offered only 1 family in our party an upgrade.

The WHOLE POINT of a grand gathering is TOGETHERNESS. If Disney is going to pick people at random for huge upgrades like this then they should do their homework and give the upgrade to someone who is not booked in a grand gathering.

Disney put the OP's cousin in a position to decline a great upgrade and Disney put the OP in the position to either fork up A TON more money to go with her cousin or just suck it up and stay where she was at.

To the OP - I think this situation stinks and I don't think you are being a baby at all! I DO hope you try to have a wonderful time regardless and hang out at the Grand Floridian with your cousin as much as possible

[chabs]

I would ask your cousin to call Grand Gatherings back and ask them about the upgrade. A lot of times the upgrade can be extended to more than one room. We were a GG with 3 rooms one year and were scheduled to stay at the ASMo when I was upgraded to OKW. I called GG and they said that my friends could come also, since the offer was available for up to 3 rooms. You may not be able to do anything else with your reservation, but she may be able to upgrade your room through hers. Can't hurt to ask!

[wickywinn]

I'm sorry but this post upset me. Disney did a very generous- and spontaneously nice gesture - by upgrading your cousin (and I'm sorry but I too would have taken it and told you we'd see you each morning - no way I'd pass up that kind of gift). I'm going to assume you had separate reservations from the wording in your post hence why you both wouldn't be moved. Disney in no way had to upgrade them; they do so randomly to be nice. Being upset that they didn't upgrage you to the flagship deluxe hotel just reeks of entitlement to me. Be envious that your cousin received such a nice surprise and maybe hope upon hope that next time you will be that lucky. It's like winning a prize when Disney does this, at random. They bent over backwards to make you as happy as possible, minus upgrading every person who asked I think they handled it very well.