A MAJOR ressie scare just 3 days before my trip!

[Jennasis]

Yesterday I called CRO to confirm all of my ressies for our honeymoon trip this Saturday. The CM checked all of our requests (MK view at CR, non-smoking, King bed and a standard view non-smoking King at BC). Everything was in the system and seemed ready to go. She congratulated us for our honeymoon (I never mentioned it was our honeymoon so the CM who put in the requests a month ago must have noted it). CM was very pleasant. We chatted a bit and she wished us a happy trip.

About 3-4 hours later I come home and there is a message on my machine from that same CM saying there is a problem with our ressie...something about the deposit being not right. It was hard to hear the message as you all know the volume at CRO is dreadfully low. My heart sank (where's that fainiting smilie?). However, I have been carefully documenting all of our communication with Disney and have tons of documentation to back me up.

I called CRO back and speak with a new CM (Tonya) and explain the dilemma to her. She looks up our ressie and puts me on hold. A few moments later she comes back and says "It seems we only got a deposit for $277 from you, and the deposit should be $385...equal to one night's stay."

I was floored. Disney seemed to be pulling a bait and switch! I had all the supporting paperwork to prove that I was indeed quoted a rate of $277/night for the standard room at BC...NOT $385. I calmly explain this to Tonya who then puts me on hold again.

She comes back (about 5 minutes later) and asks if I've made any changes to our ressie. I say none at all. She asks if on my confirmation sheet (where it CLEARLY says $277/night) if it includes tax. I told her it says TOTAL amount $277, so YES it includes tax.

She puts me on hold again while she goes to speak with guest services. I was on hold for 40 minutes!!!!

Now I'm angry. I have both barrels loaded and my guns blazing, waitin for her to get back on the line. I have every imaginable document to support the price of $277 (including the names of the CM who originally quoted me this AAA rate, the one who booked the trip, the confirmation sheet, and my AMEX statement saying the bill was paid). I am just waiting for someone to try to screw with my vacation...

Tonya gets back on the phone and tells me that the CM I spoke to back in August (when I called to put requests on the ressie like non-smoking etc...) wanted to surprise us for our honeymooon and upgraded us to a waterview room! She apologized for the confusion, and assured me that the $277 rate was correct and to enjoy my lovely water-view room at the BC.

Pixie Dust comes early!

 

[Alicnwondrln]

oh i would have been freakin out
thank god it worked out for you
have fun !!

 

[KittyKitty]

Good job of being pro active and having all the documation. I don't expect Disney to be perfect, but when a mistake is made, it's good you had proof.

Happy Honeymoon

 

[Wish I lived in Fl]

How nice for the upgrade and hope the Honeymoon is wonderful.

 

[Disneyrsh]

Oh, I so would have been having a meltdown, too! It's great that it all turned out good in the end, congrats!

 

[stenogoddess]

I was about to have a heart attack just reading that. Thank goodness it all came out in the end. Pays to have the back up. Which is a good leasson for me because I have to admit that I don't keep up with that kind of paperwork like I should.

Have a great trip!

 

[digskat]

We had the fear as well.

We had been waiting for weeks for our package to be mailed to us, it was less than 3 weeks from departure, so I called reservations. I gave our name, date of arrival, length of stay, resort name and travel agents name, but was told there was no reservation under either name. Last year, we arrived at our off-site hotel, to find that the Travel company had failed to book our room, the hotel accepted our voucher (we had pre-paid), after about 90 minutes, so we ended up alright. I quickly visited our agent, and was provided with name of the CRO who had taken the reservation, and the confirmation number that she had given. I called Disney back, and the CRO that I had this time verified the reservation did exist after all.

327 hours til departure

 

[Jennasis]

My sisters made fun of me for "the binder". "The binder" contains ALL the information and communication I have with Disney (originally it was "the wedding binder" but after the wedding it became "the Disney binder"!). It has the confirmation sheets Disney mailed me with our hotel info and deposits made, the AMEX bill showing the charge made to our card by Disney and subsequently paid off, our MNSSHP tix, our flight confirmation and DME tags, and the handwritten names of every CM I've spoken to on what day regarding whatever I called about.

Obsessive? Probably. But I guarantee that I'll never get screwed...at least not without a fight!

I'm still surprised a bit that the computer didn't show that the upgrade was complimentary. I would have freaked out even more if I had gotten all the way to check-in and then had to find out they thought we owed them another $600. No worries though...I have "the binder".

 

[eelderm1]

My kids and I were just at WDW in August. We made advance ressies at ASM, paid in full and had a receipt mailed to me. When we got ther they had given our room away and my kids really wanted to stay there. Does anyone know why this happens?

 

[crazy4wdw]

Posted on wrong thread, sorry!

 

[Jennasis]

They GAVE your room away? Where did you stay? If you had a reciept for payment and a reservation then they should have found you a room at that resort or a room at one of the other resorts for that same price. So what happened?

PS, no I do't think misshaps like we had are common...just unnerving!

 

[jwfla422]

I don't know what's going on with reservations or CRO or whatever they're calling it these days, but for our last stay at WL in August, I had to call back 3 times to get them to send me a paper confirmation. Ridiculous. They need to get with the program and start emailing or even faxing confirmations. The S/D has been doing this for quite some time now. WDW needs to update some of their procedures.

Jennasis-Also no reason why you should have had to wait on hold for 40 minutes. They could have called you back. I know that wouldn't have been any easier as far as the worry goes but still...hopefully you called back on the toll free number. ENJOY your honeymoon and congratulations!! MANY moons ago, we honeymooned at the BC and were upgraded to a waterview over the quiet pool, it was very nice.

eelderm1-don't quite understand what happened there, did they have any rooms for you?? Or was it a specific room that you had requested??

 

[allaboutmm]

Yesterday I called CRO to confirm all of my ressies for our honeymoon trip this Saturday. The CM checked all of our requests (MK view at CR, non-smoking, King bed and a standard view non-smoking King at BC). Everything was in the system and seemed ready to go. She congratulated us for our honeymoon (I never mentioned it was our honeymoon so the CM who put in the requests a month ago must have noted it). CM was very pleasant. We chatted a bit and she wished us a happy trip.

About 3-4 hours later I come home and there is a message on my machine from that same CM saying there is a problem with our ressie...something about the deposit being not right. It was hard to hear the message as you all know the volume at CRO is dreadfully low. My heart sank (where's that fainiting smilie?). However, I have been carefully documenting all of our communication with Disney and have tons of documentation to back me up.

I called CRO back and speak with a new CM (Tonya) and explain the dilemma to her. She looks up our ressie and puts me on hold. A few moments later she comes back and says "It seems we only got a deposit for $277 from you, and the deposit should be $385...equal to one night's stay."

I was floored. Disney seemed to be pulling a bait and switch! I had all the supporting paperwork to prove that I was indeed quoted a rate of $277/night for the standard room at BC...NOT $385. I calmly explain this to Tonya who then puts me on hold again.

She comes back (about 5 minutes later) and asks if I've made any changes to our ressie. I say none at all. She asks if on my confirmation sheet (where it CLEARLY says $277/night) if it includes tax. I told her it says TOTAL amount $277, so YES it includes tax.

She puts me on hold again while she goes to speak with guest services. I was on hold for 40 minutes!!!!

Now I'm angry. I have both barrels loaded and my guns blazing, waitin for her to get back on the line. I have every imaginable document to support the price of $277 (including the names of the CM who originally quoted me this AAA rate, the one who booked the trip, the confirmation sheet, and my AMEX statement saying the bill was paid). I am just waiting for someone to try to screw with my vacation...

Tonya gets back on the phone and tells me that the CM I spoke to back in August (when I called to put requests on the ressie like non-smoking etc...) wanted to surprise us for our honeymooon and upgraded us to a waterview room! She apologized for the confusion, and assured me that the $277 rate was correct and to enjoy my lovely water-view room at the BC.

Pixie Dust comes early!

How is your tummy after that rollercoaster ride? Good luck with your up coming wedding !

 

[NewlyWedsInMinnesota]

We are scheduled to go to the WL on Oct. 19th and every time I call I am told more things are wrong with my ressies.

First I called because the confirmation paperwork I got only showed that we had requested Non Smoking and that we had guaranteed connecting rooms ... in fact we had also requested bunk beds. The person I spoke to said that it was impossible for me to have bunk beds ... because standard rooms at the WL don't have bunk beds.

I was furious ... we specifically booked here because of the bunk beds. Had we been told this when we booked we could have made other choices but now everything was booked up.

They tried to get me to pay an additional $840 to upgrade our two rooms by two categories ... that way they could get us our bunk beds too. I told them we couldn't afford that.

I also told them of an address change when I was on the phone with them.

I called the WL directly and spoke to the front desk ... they told me that there ARE bunk beds in the standard rooms ... but they don't have a lot of them. So now I am feeling like they are doing the bait and switch with me.

Now I get another set of confirmation papers ... with our new address ... and guess what ?? Now the ressies are showing that we requested bunk beds and non smoking ... what happened to the connecting rooms?

So I call back again and ask what is going on ... she told me that the computer is still showing all my requests ... BUT ... I should know that at the WL Standard rooms do NOT connect. Now I am ready to scream !!

I told the CM that I have confirmation papers indicating that I have GUARANTEED connecting rooms. She said that is physically not possible at the WL and that if I need a connecting room I would need to upgrade 2 categories for an additional $840.

Well I still haven't inherited any money since my last encounter where they wanted me to upgrade ... so I told them thanks but no thanks.

So I share with the family that I have absolutely NO idea what we should expect when we get to Disney

Now I have got my final paperwork with my luggage tags etc ... and you guessed it more changes.

The only thing showing on our ressies now is that we requested non smoking. No bunk beds, no connecting rooms ... and I am not going to call back because every time I do they screw up my reservation worse

So I will take ALL my paperwork with me to the front desk and say HEY ... we are on our Honeymoon and we have 3 kids with us ... how are you going to make this right??

I just hope Tink is within ear shot and she sends some pixie dust our way !!

Sigh ...
Norma

 

[maryliz]

Jennasis ... congrats on the wedding, and have a fabulous Honeymoon!

Norma ... just so happens I will probably be at MK on Oct 19th ... so if I hear screams coming across the lake, I'll know you're trying to check-in and get the rooms you need. Hope it all works out for you ... sending some your way that it does!

MaryLiz