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Old 09-04-2012, 09:53 PM   #46
loveshak22
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IMO the CM should have noted that the reservation was for a preferred room and apologized. The person should have been given options. With 25 hotels there weren't any that had a comparable room or an upgrade for these folks? Since it was only 1 night there had to be an empty room at one of the value resorts or mod. The CM should have apologized, offered them a comparable room or upgrade, or told them they could take a downgrade with a refund.

Or at the least, give them the downgrade with no options but give them a resort credit. That's a win-win for WDW. They resolve the problem and typically the person is happy because they get something free for their troubles. That's the least WDW could do...

I agree that problems happen outside WDW's control, just as with any other business however my complaint would not be with the fact that my room wasn't available but how WDW treated me when there was a problem (due to no fault of mine). They refused to acknowledge the problem, apologize, and try to leave me with a positive experience and not a 'downgraded' experience.
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Old 09-04-2012, 11:02 PM   #47
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what happened to the old saying that the customer is always right? It is horrible public relations to downgrade a paying customer when that customer has already paid for a specific type of room. This is business 101. You should have been upgraded. And what is even worse, is it sounds like had the OP not said anything, the CM wouldn't have even have given the credit.

If it was totally impossible to upgrade, perhaps the credit plus a free meal or other perk would have gone a long way to make the OP happy. Just the fact that we are all discussing this because of the way it was handled is bad PR for WDW.
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Old 09-05-2012, 02:02 AM   #48
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Originally Posted by snesguy View Post
Agree. I would have asked for a manager and had a firm conversation with him about this. I'm pretty sure if they were motivated enough they would upgrade me instead of downgrade me and my mission would be to motivate them.

The lesson I take away from the OP's post is that you should try to book your Disney stay before your cruise. Then you have a bit more leverage by threatening to cancel the cruise reservation or getting them to upgrade your room on the cruise.
You haven't cruised have you?

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You really don't want to do this. Walt Disney World Travel Co. and Disney Cruise Line are two separate entities. Your bad experience at WDW will never, ever translate into an upgrade on a Disney cruise. Also, by the time you check-in for your pre-cruise WDW stay, you will be in the 100% cruise fare penalty phase if you cancel your cruise - meaning you will get absolutely no cash back. So in essence, having a reservation for a Disney cruise gives you absolutely no leverage at WDW.
I think what happened to the OP is unacceptable. When an airline overbooks, they typically offer people perks to change their flights - flight vouchers, hotels, meals, etc. Could you imagine booking a first-class ticket only to be told, sorry, no more seats, you are back in coach. Who would fly that airline ever again? It's bad customer service. They should have switched you to a mod.
Bolding is mine....
this is exactly what I was going to say. I don't think the PP has ever cruised and understands how it won't bother them or DCL if you threaten to cancel because you are paid in full and you aren't getting your money back at this point! If you don't show, your loss! The only people who might care are the servers who were supposed to take care of you because they may not have people taking your spots are thereby having reduced tips for that cruise, but other than that...You will not be missed! So that is an idle threat that will mean nothing. And really you don't want to threaten cancelling a package either unless you are willing to eat the penalties, it's really best to try to work something out with them.
I agree what they did was wrong and especially the fact that the OP probably would not have been credited money had they not asked about the price difference. That really bothers me! Personally, I think they should have either been comped the night or upgraded to a mod but that's JMHO or given a GC towards a meal or something. Something other than an "oh sorry!"
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Old 09-05-2012, 07:24 AM   #49
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But if it is happening repeatedly and people are not being offered the refund up front, then that certainly could move it into a legal definition of bait and switch.
The CMs at the check-in desk aren't the same CMs who assign the rooms. All they are doing is confirming guests and giving out the keys to the assigned rooms.

It's quite possible they aren't even aware what category of room was booked, or that a refund should be given.

If upon checking in you find that you haven't been given the correct room, you'll get much further by calmly and firmly stating the issue than you will by assuming it's a scam and throwing a fit.
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Old 09-05-2012, 08:17 AM   #50
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Originally Posted by Wendy&Grumpy View Post
The CMs at the check-in desk aren't the same CMs who assign the rooms. All they are doing is confirming guests and giving out the keys to the assigned rooms.

It's quite possible they aren't even aware what category of room was booked, or that a refund should be given.

If upon checking in you find that you haven't been given the correct room, you'll get much further by calmly and firmly stating the issue than you will by assuming it's a scam and throwing a fit.
Definitely. agree with this. However, I do think when a room is downgraded there should be a note in the reservation and customers should be told up-front. Not being told at check in bothered me more than my room being downgraded.

All in all, we've been upgraded many many more times than downgraded.
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Old 09-05-2012, 09:36 AM   #51
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Definitely. agree with this. However, I do think when a room is downgraded there should be a note in the reservation and customers should be told up-front. Not being told at check in bothered me more than my room being downgraded.
Exactly. The fact that the guest had to point it out is the kicker. Seems to me they need to train their front desk staff better (and no doubt some others as well).

The bottom line here is that people expect a high level of service from Disney, as well they should because it's part of Disney's brand image and they're paying a premium for it. . . . Simply crediting the difference in price between the two rooms is the absolute minimum--any roadside motel would have been obligated to do the same. So, for Disney (or any other business that prides itself on providing quality service), it is not enough. Doesn't have to be a huge gesture . . . after all, it was only one night and there was a room available . . . but would it kill them to offer the guest a free meal . . . or a room at a different resort . . . or a small discount? Just something to acknowledge that the company screwed up and to demonstrate to the customer that the screw up is not business as usual.
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Old 09-05-2012, 09:46 AM   #52
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I was downgraded once, last year at CSR. I have to say I felt that resort handled it well. The CM at checkin immediately acknowledged there had been a downgrade due to a convention. I was refunded the difference, and given a room as close as possible to preferred sections, so I had only a few extra feet to walk. The CM also offered to get the manager, without my prompting.
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Old 09-05-2012, 10:14 AM   #53
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Imagine if you had booked consierge and payed for it a year ahead of time. Then you arrive only to find out that you have been downgraded to a regular room. They have had your extra money for a year, when you could have been earning interest. Isn't this the same thing as being downgraded from a preferred room?

I can imagine the screams if someone tried to downgrade someone in consierge at say, The GF. Upgrades would be forthcoming, I imagine, or at least a resort change. Why then is it ok at a value? Not right!
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Old 09-05-2012, 10:21 AM   #54
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Imagine if you had booked consierge and payed for it a year ahead of time. Then you arrive only to find out that you have been downgraded to a regular room. They have had your extra money for a year, when you could have been earning interest. Isn't this the same thing as being downgraded from a preferred room?

I can imagine the screams if someone tried to downgrade someone in consierge at say, The GF. Upgrades would be forthcoming, I imagine, or at least a resort change. Why then is it ok at a value? Not right!
No, preferred is not the same as concierge. Not even close.

However, it's not ok at either, and I don't believe anyone has said it is.

I also don't for one second believe there is any willfull scam or class discrimination occurring.

The "Oh that must be what this note in your file means" leads me to believe it's an issue with procedures or training.

Check-in CMs need to be fully aware of what category was reserved as well as what category was assigned and have set procedures for handling downgrades.
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Old 09-05-2012, 10:27 AM   #55
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Originally Posted by Wendy&Grumpy View Post
No, preferred is not the same as concierge. Not even close.

However, it's not ok at either, and I don't believe anyone has said it is.

I also don't for one second believe there is any willfull scam or class discrimination occurring.

The "Oh that must be what this note in your file means" leads me to believe it's an issue with procedures or training.

Check-in CMs need to be fully aware of what category was reserved as well as what category was assigned and have set procedures for handling downgrades.
I never said they were the same, but the principle is the same. You plan AND PAY for a level of room and Disney takes your money (sometimes for over a year ahead of time). Why would a refund be acceptable in either case?

While I have never stayed at a Value, I can tell you that any complaint I have ever had at GF has been handled very swiftly, once even with an upgrade to concierge. Just saying....
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Old 09-05-2012, 10:42 AM   #56
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I never said they were the same, but the principle is the same. You plan AND PAY for a level of room and Disney takes your money (sometimes for over a year ahead of time). Why would a refund be acceptable in either case?

While I have never stayed at a Value, I can tell you that any complaint I have ever had at GF has been handled very swiftly, once even with an upgrade to concierge. Just saying....
With "preferred" you are paying extra for location only - there is absolutely no difference in the room itself.

With concierge, you are paying extra for concierge level benefits - not just the same room in a "better" location.

If you book "preferred" and end up with "standard" you have the same room, only in a different location.

I don't understand why a refund of the extra charge for preferred would not be acceptable compensation.
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Old 09-05-2012, 11:12 AM   #57
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I don't understand why a refund of the extra charge for preferred would not be acceptable compensation.
It is . . . for Motel 6. A company in the business of supplying "magic" really ought to go a bit above and beyond when it fails to honor a guest's reservation. It's really not good customer service to point to a contract and say, "we've done all we're obligated to do." It was only one night--just give them the closest room you can with a free dinner voucher or a 25% discount for their trouble. Not that complicated. Also, in this case, it sounds like they wouldn't have even credited the difference if the op hadn't pushed, which is entirely unacceptable. Particularly after that I think a goodwill gesture was in order.

I keep thinking of the Seinfeld where the rental car agency didn't have the car he'd reserved . . . "you know how to take the reservation, you just don't know how to hold the reservation and that's really the most important part of the reservation, the holding. Anybody can just take them."
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Old 09-05-2012, 11:13 AM   #58
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Originally Posted by Wendy&Grumpy View Post
With "preferred" you are paying extra for location only - there is absolutely no difference in the room itself.

With concierge, you are paying extra for concierge level benefits - not just the same room in a "better" location.

If you book "preferred" and end up with "standard" you have the same room, only in a different location.

I don't understand why a refund of the extra charge for preferred would not be acceptable compensation.
I am curious as to if anyone has booked a king and been downgraded to a regular room type (two queens/doubles). That would be a difference in the room, not just the location.
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Old 09-05-2012, 11:16 AM   #59
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It is . . . for Motel 6. A company in the business of supplying "magic" really ought to go a bit above and beyond when it fails to honor a guest's reservation. It's really not good customer service to point to a contract and say, "we've done all we're obligated to do." It was only one night--just give them the closest room you can with a free dinner voucher or a 25% discount for their trouble. Not that complicated. Also, in this case, it sounds like they wouldn't have even credited the difference if the op hadn't pushed, which is entirely unacceptable. Particularly after that I think a goodwill gesture was in order.

I keep thinking of the Seinfeld where the rental car agency didn't have the car he'd reserved . . . "you know how to take the reservation, you just don't know how to hold the reservation and that's really the most important part of the reservation, the holding. Anybody can just take them."


OMG - I was thinking of the SAME Seinfeld episode - Too FUNNY!!!
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Old 09-05-2012, 11:22 AM   #60
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I can imagine the screams if someone tried to downgrade someone in consierge at say, The GF. Upgrades would be forthcoming, I imagine, or at least a resort change.


I find this amusing. If you had booked the top-of-the-line CL at GF and got bumped, where would you go from there? The Castle Suite?
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