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Old 09-03-2012, 11:59 AM   #1
mississaugamom
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Room Downgrade @ Checkin - Common?

We just got back from a Disney vacation and had a one-night reservation at Pop Century after our cruise on the Disney Fantasy. A Preferred room was booked and paid for months ahead but when we checked in we were told that our room was in the 90's building. I asked when that became "preferred" and did not get a direct answer - just a repeat that "our" room was 9336. I continued to press about where the preferred rooms were since that's what I booked, and finally got a mumbled "I guess that's what the note on your file means". She then told us we had been "downgraded" and she would have to refund the difference on the card used to book !!!!!

We were not going to be given a preferred room even if we waited, so we took the refund but I was not happy about it. The room we had was a long way out (annoying with all our cruise luggage!) and it was not an enjoyable stay.

Has this happened to others? Is there anything I could have done rather than just accept this? After this experience, I think we're done with the Value resorts (no available parking, chaotic food court, minimal storage space in the rooms with the refridge addition) but I was very disappointed in getting a downgrade like this.
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Old 09-03-2012, 12:50 PM   #2
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I've had it happen to me twice, both times at the All Star Music.

I have to say, I think Disney is dropping the ball on this, big time. I know I know, all you are guaranteed is a room on Disney property, but really? You can't figure out how many preferred rooms you have, and not oversell them? Or would it kill you to upgrade people if something happens and you don't have a preferred room for them?

Please e-mail Disney and tell them that what you ended up with was not acceptable. Maybe if enough people complain they will get the hint that just refunding your extra fee is not ok. If they mess up, they shouldn't downgrade people.
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Old 09-03-2012, 12:55 PM   #3
deakam
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I would not have taken a downgrade. You booked and paid for a preferred room. I would have asked to speak to a manager. I have never heard of anyone not getting the room they booked or better....if they had over booked the preferred room category they should have upgraded you to a moderate resort. Or given you a refund of the entire cost and let you stay for free.
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Old 09-03-2012, 01:09 PM   #4
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If the OP had a longer stay and gotten downgraded then I could see raising a stink. OP had 1 night booked and if the resort oversold preferred, I'm sure they would rather give the room to guests with a longer stay. The OP though downgraded and inconvenienced got a refund and a decent room for the night. I think that was reasonable for the situation.
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Old 09-03-2012, 01:20 PM   #5
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Quote:
Originally Posted by deakam View Post
I would not have taken a downgrade. You booked and paid for a preferred room. I would have asked to speak to a manager. I have never heard of anyone not getting the room they booked or better....if they had over booked the preferred room category they should have upgraded you to a moderate resort. Or given you a refund of the entire cost and let you stay for free.
You would think--but it doesn't work that way. I was told in no uncertain terms that a standard room was all that they would give me, and that no other value resort had preferred rooms available. And it was the manager I was talking to at the time.

I don't think it is reasonable at all to downgrade a guest. At all! If it was only for one night, what would be the big deal of upgrading the OP? When I was home from my trip I did send off an e-mail, and someone from Disney called me back. And while I was told they are not supposed to downgrade people, it seems that they continue to do it. After all, they know that there is only so much time people want to spend arguing with them, and if you want a room on WDW property they hold all the strings.
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Old 09-03-2012, 01:23 PM   #6
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Quote:
Originally Posted by mississaugamom View Post
We just got back from a Disney vacation and had a one-night reservation at Pop Century after our cruise on the Disney Fantasy. A Preferred room was booked and paid for months ahead but when we checked in we were told that our room was in the 90's building. I asked when that became "preferred" and did not get a direct answer - just a repeat that "our" room was 9336. I continued to press about where the preferred rooms were since that's what I booked, and finally got a mumbled "I guess that's what the note on your file means". She then told us we had been "downgraded" and she would have to refund the difference on the card used to book !!!!!

We were not going to be given a preferred room even if we waited, so we took the refund but I was not happy about it. The room we had was a long way out (annoying with all our cruise luggage!) and it was not an enjoyable stay.

Has this happened to others? Is there anything I could have done rather than just accept this? After this experience, I think we're done with the Value resorts (no available parking, chaotic food court, minimal storage space in the rooms with the refridge addition) but I was very disappointed in getting a downgrade like this.
Yes, happened to us at BWI. And we weren't told out right either. We were given a studio at BWV without enough real beds for our party (we got an aerobed for our 5th person instead of the day bed/couch - after we went back to the front desk and asked what what going on). It wasted a bunch of our time and there was no apology. I totally understand Our ressie was also for 1 night.

I do wish check in CMs would be upfront and tell you immediately you will not be getting the room you booked.
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Old 09-03-2012, 01:24 PM   #7
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You should have been offered an upgrade to a moderate resort, and/or offered a very hefty discount on a downgrade. What happened to you is unacceptable.
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Old 09-03-2012, 02:05 PM   #8
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I have to be honest, with the money we all spend there, if the CM isn't first looking at you're booking history before attempting a stunt like this, they are nuts. I'd tell them in no uncertain terms, if they cannot provide the room booked and paid for, I'd be canceling my room and taking my money OFF property. I'd also be calling CRO, explaining what happened, and see if they could find me another room on property.

We have been going every other year since 2007, and after our last trip this past Nov, decided to increase to every year. Our upcoming trip this Nov, we decided to request bunk bed room at WL for the kids (surprise trip) so they wouldn't know if we didn't get them, but my wife & I would...and for what it costs to stay at WL, I'd be getting what I paid for, or I'd be transferring to another resort!

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Old 09-03-2012, 02:13 PM   #9
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Quote:
Originally Posted by skriegerjr View Post
I have to be honest, with the money we all spend there, if the CM isn't first looking at you're booking history before attempting a stunt like this, they are nuts.
Trust me, they don't look at your booking history. When I was downgraded the second time, I told the CM checking me in that it had happened to me before. He looked horrified! However, the manager wouldn't bend at all.

They get away with it because all you are booking is a room on Disney property. Everything else is subject to change. But you would think they would do a better job of managing their room inventory, and try to upgrade people if they could, instead of downgrading them.

Should I add that at first they tried to blame me? I arrived "late" at 7pm, and apparently even though I had used on line check in, that didn't count.
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Old 09-03-2012, 02:17 PM   #10
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Not sure what happened but sometimes rooms go out of service unexpectedly. Pipe breaks, AC goes out, etc.
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Old 09-03-2012, 02:48 PM   #11
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I just remembered another time we got bumped - I booked standard view 1 br dvc villa (used to be pool or standard view) and was given an 'upgrade' to savanna view at AKL. I was not happy as I had booked the category I did to be near center of resort. I did insist on getting what I booked, and I did, but it involved arguing with a manager and member services, a long wait, and the room probably had been taken out of service because it had issues.

So it happens. And I think if they can offer you something better, and you stay nice, they will. But if they can't, they can't. I haven't been willing to take my money and go someplace off site because time is too precious when I'm on vacation!
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Old 09-03-2012, 03:12 PM   #12
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I don't care what their issues are. If they allowed you to book a 1 night preferred room reservation and you paid for a 1 night preferred room reservation then you should have it or something better. What if the reason for the preferred room was a mobility issue or a medical issue.

I don't think I would stop at an e-mail. And the only reason I would not take my money else where was if I had booked free dining. And even then I would consider leaving. Disney considers us their guests----would you ask your guests to downgrade?
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Old 09-03-2012, 03:16 PM   #13
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I've read about downgrades here on DIS through the years.

http://www.disboards.com/showthread....wngrade&page=3
http://www.disboards.com/showthread....wngrade&page=7
http://www.disboards.com/showthread....room+downgrade
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Old 09-03-2012, 03:41 PM   #14
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If they have overbooked then they should upgrade for free! Or if the guest would rather have a discount, then fine. I don't care if you are booked 1 day or 2 weeks, but to force a downgrade is unacceptable.
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Old 09-03-2012, 04:02 PM   #15
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Quote:
Originally Posted by maxiesmom View Post

They get away with it because all you are booking is a room on Disney property. .
I think your wrong, you paid for a certain catagory and you should get it, it is that simple. It would be different if every room is the same price and you put in your request 2 years prior and you faxed and on ana on and on.

I would have stood there untill I was given what I paid for or upgraded to another resort in a higher catagory period. I would have kept asking for a manager until I finally got one that was willing to do what I wanted. I would be very quiet about the whole thing but persistant. There would be no need to pitch a big o fit but standing your ground, there is nothing wrong with that. For one night, I am sure they could find something for you.
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