Advice needed.

[DaParkers]

I booked through AAA 2 weeks ago. I went in today to pay my $200 deposit and found out that Disney messed my reservation up. We were booked at POFQ on April 10, but Disney cancelled it the same day by mistake. My problem is that now there are no other rooms available at POFQ at that time. They actually offered me rooms at the other moderates for more money. Does anyone have experience with a similar situation? I'm thinking that they should be willing to do more than offer me another room for more money. It was their mistake.

 

[EnnEss]

The deposit would have been due immediately, or within 24 hours wouldnt it? That could be the issue.

 

[greenpea89]

I'm so sorry to hear about your problem - how disappointing!! Another problem may be that you booked through AAA rather than through CRO. Not the reason that your reservation was cancelled but why CRO may not have been able to help you. Could it have been AAA's mistake and not Disney's? Was AAA unable to help you resolve the issue and find a suitable replacement or did you call CRO?
At this point, I think your best option would be to call CRO directly and explain the situation then ask if the cast member can help find a mod at the AAA discount rate. If the cast member can't help you then I would request to speak with a supervisor and very nicely explain the situation again - sometimes a little pixie dust can land your way! Good luck!!

 

[DaParkers]

The deposit would have been due immediately, or within 24 hours wouldnt it? That could be the issue.

No, I had until the 24th to pay the deposit. I am booked at POR at the moment and AAA will pay the extra money that WDW asked for. I wanted to stay at POFQ though, and I still think that Disney didn't do enough.

greenpea89 It wasn't AAA's fault. They showed me the printout that had my reservation on it. When my agent called Disney, they couldn't find it. I will call CRO myself and see where that gets me.

 

[kaytieeldr]

Not sure what Disney "doing enough" would have entailed. I mean, I understand the part about your reservation being canceled-or-lost (although even a canceled reservation would/should show in their system as long as you have the res number). But if there are no rooms available at POFQ, I'm not sure what you expect Disney to do - bump out someone else? Someone who also has a reservation and has paid or will pay the required deposit (or in full) within the time restrictions?

 

[disneyfan55]

I have never had a problem with any reservation I have made including getting a room with a deep discount with a code directly from Disney. The only thing I can think of is there was some type of problem between AAA and Disney. Maybe a block of rooms that AAA was to book was pulled back or just had an issue. Just a thought.

 

[shaciam630]

I recently book my family vacation for the week of May 18-24. We needed 2 rooms and are going to be staying at the all star movie resort. When they sent me e-mail confirmation they only sent the confirmation for one room. When I called them to get them to confirm the second room they tried to say they had no such reservation. I had my confirmation number and all the tiny details. (Like they agreed to put a fridge in for my dad who is diabetic and needs it for his meds, wanted preferred, ajoining rooms...etc) She put me on hold for 20 minutes and finally came back to say...oh yes it's hear. I found it. I know my heart was sinking at first so I can imagine how your feeling.

I hope you have an excellent trip. Maybe you'll like the resort your at better than the one you originally chose!

 

[DaParkers]

Not sure what Disney "doing enough" would have entailed. I mean, I understand the part about your reservation being canceled-or-lost (although even a canceled reservation would/should show in their system as long as you have the res number). But if there are no rooms available at POFQ, I'm not sure what you expect Disney to do - bump out someone else? Someone who also has a reservation and has paid or will pay the required deposit (or in full) within the time restrictions?

Let me tell you what "doing enough" would entail. "Doing enough" would be to offer me another room at a discounted rate or at least at the same rate I was originally quoted. Is that too much to ask? "Doing enough" would be to upgrade my tickets to park hopper. "Doing enough" would be actually doing something to help rectify the situation. ANYTHING would have been appreciated. I mean I'm spending more than $2000 with them. In case you don't know, when YOU do something that inconveniences someone else, YOU should try to amend things with that person. I'm not asking for a free vacation, just an attempt at reconciliation.
P.S. It did show up as a cancelled reservation.

 

[mbanks21]

EDIT

Im confused. When is your arrival date? If your reservation is made within 45 days of arrival you must pay in full at that time. Was there air on the res? The courtesy hold is only 14 days. Maybe you came in on the 15th day to pay?

 

[DaParkers]

EDIT

Im confused. When is your arrival date? If your reservation is made within 45 days of arrival you must pay in full at that time. Was there air on the res?

My arrival date is in August. No air or anything. They just made a reservation and cancelled it immediately. They saw April 10 and thought that was the day my deposit was due when it was actually the day that I made the reservation. I had until the 24th to pay the deposit.

 

[Matt'sMom]

I booked through AAA 2 weeks ago.

And that is the issue, IMHO. Your beef should be with AAA, not Disney CRO... because you thought that your AAA agent had the reservation all taken care of.

My guess would be that someone somewhere within the AAA organization (not the OP's personal TA) quite possibly 'bumped' your unpaid 'courtesy hold' on the room--in order to book it for another customer with money in hand. It's all conected to commissions. Not saying that it is right, but that it happens.

My understanding is that, in the eyes of Disney, the AAA TA you used 'owned' the ressie, and not you. And that until the money for the deposit is actually paid, it is only placed on a temporary 'courtesy hold', and is not really a guaranteed reservation. If I were you, I'd probably go ahead and book at POR, and have my TA continue to check back for possible cancellations at POFQ. Or, given the situation, consider taking back control and book a room only ressie yourself via CRO (you can still get the AAA rate this way, if an AAA room is available). The two sister resorts really are not all that different in themeing, and are located side by side.

 

[BrianD]

Since you went through a travel agency then it should be their problem to deal with. I'm not sure in reading your post whether you called Disney directly or this is what you were told via AAA.

If Disney isn't budging on offering a discounted rate for the other resorts, then that is an issue between them & AAA, because AAA should be picking up that extra amount anyway (which they are) if they want to keep your business.

Also, I would imagine that if this is a mistake on Disney's part (and not AAA's fault) then AAA should be able to go through Guest Services and see if they can get Disney to offer the discount at the other resorts.

But again, this shouldn't be your problem to deal with but AAA's, except for the disappointment obviously that POFQ is now not available. However, since your trip is not until August, if AAA is a good travel agency then they should be checking for you often to see if POFQ becomes available again, because cancellations will happen!

 

[hammie59]

Let me tell you what "doing enough" would entail. "Doing enough" would be to offer me another room at a discounted rate or at least at the same rate I was originally quoted. Is that too much to ask? "Doing enough" would be to upgrade my tickets to park hopper. "Doing enough" would be actually doing something to help rectify the situation. ANYTHING would have been appreciated. I mean I'm spending more than $2000 with them. In case you don't know, when YOU do something that inconveniences someone else, YOU should try to amend things with that person. I'm not asking for a free vacation, just an attempt at reconciliation.
P.S. It did show up as a cancelled reservation.

I'm on your side.

 

[DaParkers]

But again, this shouldn't be your problem to deal with but AAA's, except for the disappointment obviously that POFQ is now not available. However, since your trip is not until August, if AAA is a good travel agency then they should be checking for you often to see if POFQ becomes available again, because cancellations will happen!

That's what I'm hoping for. I'll probably get in POFQ. I just don't like Disney's nonchalant attitude about it. Let me correct that. The nonchalant attitude of the CM.

And that is the issue, IMHO. Your beef should be with AAA, not Disney CRO... because you thought that your AAA agent had the reservation all taken care of.

Well, AAA had evidence of the correct reservation because I saw it. It was in his hand as he was on the phone with the CM and I was sitting there also.

If I were you, I'd probably go ahead and book at POR, and have my TA continue to check back for possible cancellations at POFQ. Or, given the situation, consider taking back control and book a room only ressie yourself via CRO (you can still get the AAA rate this way, if an AAA room is available). The two sister resorts really are not all that different in themeing, and are located side by side.

I'm optimistic about eventually getting in POFQ, my TA is going to call daily until I do. I'm the type of person that tries extremely hard to do the "right thing", but I also expect the same from others and when that doesn't happen, I get upset. I'll be ok, because, like I said I'm optimistic. I'd like to control my reservation, but I like the perks that I get with AAA. A room only ressie is not an option because we're going to be on the DxDDP.

 

[disnut8]

In my opinion, the issue should be with AAA and not Disney. When you go through a travel agent, you do it so THEY deal with the details, not you.

As far as compensation, I understand how you feel. However, you getting upset when you call them is not going to help matters at all.

From my experience, if *I* have a problem with what I consider bad service, I calmly explain what happened and ask how things could be made better for me. I don't demand, I don't yell. I had one of my issues handled by the CEO of Northwest Airlines and another one handled by the Regional Manager of Circulation of the Atlanta Journal-Constitution.

I used words like "frustrated" instead of swearing. And what I expect in return is simply a solution that we both can live with.

 

[DaParkers]

In my opinion, the issue should be with AAA and not Disney. When you go through a travel agent, you do it so THEY deal with the details, not you.

As far as compensation, I understand how you feel. However, you getting upset when you call them is not going to help matters at all.

I'm upset, but I haven't called yet. I'm giving my TA a chance to handle it. For now.

 

[Gillian]

It sounds as though AAA is willing to eat the difference between their discounted rate and the rack rate. That might be the best you can do. Let them fight it out with Disney to get the discount. Because AAA is being paid for your trip, let them be the ones to take care of you and fix the problem.

I do think someone should have treated you better, but if they can't get you into POFQ at all, I'm not sure what they should do beyond the discount.

And that is the issue, IMHO. Your beef should be with AAA, not Disney CRO... because you thought that your AAA agent had the reservation all taken care of.

My guess would be that someone somewhere within the AAA organization quite likely 'bumped' your unpaid 'courtesy hold' on the room--in order to book it for another customer with money in hand. Those TA's receive a commision based on the $$$ paid, so there is added motivation for them to favor those they know are prepared to pay up front (over someone who waits two weeks after receiving a quote, and as far as they know may or may not actually follow through). Not saying it is right, but that it happens.

My understanding is that, in the eyes of Disney, the AAA TA you used 'owned' the ressie, and not you. And that until the money for the deposit is actually paid, it is only placed on a temporary 'courtesy hold', and is not a guaranteed reservation. If I were you, I'd probably go ahead and book at POR, and have my TA continue to check back for possible cancellations at POFQ. Or, given the situation, consider taking back control and book a room only ressie yourself via CRO (you can still get the AAA rate this way, if an AAA room is available). The two sister resorts really are not all that different in themeing, and are located side by side.

I think you're assuming a lot here. And wrongly.

Travel agents don't get paid until the trip is completed anyway.

 

[Jennasis]

I agree with the poster who said it is AAA fault and not Disney's. First off, lets' note that AAA IS doing something about the problem...they are eating the cost difference (not even sure WHY there would be a costs diff between POFQ and POR).

Until you have put any money toward the trip, it is simply a courtesy hold that is placed on the reservation. That hold can be zapped for a variety of reasons. It has happened to me MANY times.

Let AAA duke it out with Disney.

 

[BCV23]

For future reference, you can book yourself with Disney Reservation Center and get a AAA rate. That way you eliminate the middle man. It helps to book early though as the AAA rates are limited.

Good luck.

By the way, good job changing your title!

 

[EnnEss]

No, I had until the 24th to pay the deposit. I am booked at POR at the moment and AAA will pay the extra money that WDW asked for. I wanted to stay at POFQ though, and I still think that Disney didn't do enough.

greenpea89 It wasn't AAA's fault. They showed me the printout that had my reservation on it. When my agent called Disney, they couldn't find it. I will call CRO myself and see where that gets me.

You don't have two weeks to pay your deposit to Disney. If AAA somehow holds it for you, they are holding it. I think that is the issue here as others have pointed out. If you call disney, they will not hold a room for you for two weeks. 200 dollars and air are due immediately, sometimes air can be held for 24 hours, but they don't even gurantee that.

Without the air though, that 200 bucks is due right now, thats the point. If you get room only, its one night due right away. I know you're not really believing this because I told you it frist thing yesterday and you disagreed, but others have said the same thing. The way to find out this being true or not is call Disney and try. I hate to say it, but you'll be disapointed to find out that your AAA agent ruined your vacation, not Disney.

There are good Travel agents, and they rightfully get miffed when comments such as the one I'm about to make are made, but how on earth can we know ahead of time if you're a good travel agent if you don't have one you've relied on. The fact is, travel agents can be great, but when they're bad you're left without recourse. If you handle it yourself you know exactly what you're getting and there is no middle man. If your time is more valuable than handling every detail yourself, and for many this is the case, then TAs are a good option. If you're going to be quite upset over mistakes and errors, you have to take the time and get a good TA. A good start to that is not going to AAA. And again, sorry to the good TAs from there, but AA has had three chances with me and been wrong on at least 2 major points all three times in regards to disney. Its admittedly fairly intricate compared to booking a room in mexico with air.

I think for Disney people should use the internet TAs, some advertise here, there are others. Or, find someone on here to refer an AAA agent to do it for them. If you're an AAA agent reading this, you'd do very well to work something out somehow so you can advertise here specfically. I bet AAA wouldn't like it, but they should have a Disney division. They'd make a lot more money. They would have had 3 vacations from me if they had at least one competent WDW TA at one of the three offices around me.