Anyone else being forced to change a booking at the Grand Floridian this January?

[Augusto Saboia Neto]

So today I was contacted by member services because they could not honor our booking at our dream place, the 3bd villa at the Grand Floridian (booked almost 11months ago) for the end of January. Probably due construction?! They could not confirm the reason or if all units or just some would be unavailable, but instead offered a couple of options to split our party - none that we feel is comparable to our original room. Even though the cast members were gracious as ever, it was strange that this was done 100% over the phone, with no email, note, trace or record explaining the reason we were being forced to change, acknowledging what is happening, let alone apologizing for the inconvenience. Has this happened to anyone else at the Grand Floridian around this period or just us? We would really like to keep our booking (13 people in our family celebrating our 10 year anniversary). Bought this contract at the Grand 2 years ago specifically with this stay in mind. Thanks.

 

[bdrex28]

Did you get any kind of email confirmation after they called you?

Did it already get changed?

I'm sorry that really sucks. I'd be pretty upset

 

[Counting Stars]

I would be requesting to speak with a supervisor, or multiple supervisors- if your trip has been two years in the making I don't think an accommodation that is not a Grand Villa is acceptable. Do you have any flexibility with your dates? This is such short notice for a change this significant. I would keep trying for a more acceptable resolution. Please let us know how you fare...

 

[Doingitagain]

Have them throw in VIP tours for each of your park days if you end up splitting up.

 

[bdrex28]

@Augusto Saboia Neto any updates or follow up on this?

 

[Augusto Saboia Neto]

I just talked to them over the phone and on the chat. They always say that "everything is ok with the reservation". But when I mention that they contacted me yesterday, they read a note saying that they "overbooked" the 3 bedroom villa for that period and I would then have to chose from the other options they are offering. Told them this is unacceptable. Asked for a supervisor. Still waiting for a response.

 

[bdrex28]

I just talked to them over the phone and on the chat. They always say that "everything is ok with the reservation". But when I mention that they contacted me yesterday, they read a note saying that they "overbooked" the 3 bedroom villa for that period and I would then have to chose from the other options they are offering. Told them this is unacceptable. Asked for a supervisor. Still waiting for a response.

That sucks and is so odd!! What kind of options are they giving you? Definitely seems pretty unfair if you had it booked for 11 months. Seems like BS.

 

[JulieBeeRN]

I would be furious! I hope they get it resolved for you.

 

[Doingitagain]

How can they overbook? Unless they put in a last minute VIP?

 

[Doingitagain]

Oh, and if they overbooked, how come you are being pushed out when no ne could have booked before you. They should remove the last party booked.

Honestly, the 3 bedroom GV at GF is the premium accommodation and I can’t think of anything better they could offer you.

 

[muppets3d]

How could they have overbooked it? That doesn’t make any sense. There is no better GV on property, frankly. This is a horrific situation.

 

[bdrex28]

How could they have overbooked it? That doesn’t make any sense. There is no better GV on property, frankly. This is a horrific situation.

That's what is so odd to me. How could you overbook a GV at the "nicest" Resort on property?

Makes you wonder if it's something that there is some kind of issue with the room maintenance wise or even some high roller wants it? Not to bring up conspiracy theories at all, but it's just so crazy and odd.

 

[muppets3d]

That's what is so odd to me. How could you overbook a GV at the "nicest" Resort on property?

Makes you wonder if it's something that there is some kind of issue with the room maintenance wise or even some high roller wants it? Not to bring up conspiracy theories at all, but it's just so crazy and odd.

You would hope it’s just a maintenance issue.

 

[Narcoossee11]

Since you only have less than 14 days before trip, you may have VERY limited options.

 

[JulieBeeRN]

You would hope it’s just a maintenance issue.

Same, because that would be REALLY bad form to kick somebody out for a VIP. I feel like a GV at the Floridian is a once in a lifetime or for a special occasion.

 

[muppets3d]

Same, because that would be REALLY bad form to kick somebody out for a VIP. I feel like a GV at the Floridian is a once in a lifetime or for a special occasion.

Those should be coming out of DVC’s cash inventory, not owners inventory.

 

[Augusto Saboia Neto]

Supervisor said that there was overbooking and the "resort decided" that I was the one who would have to give up. Member services was only in charge of getting in contact with me. But I can only talk to member services. Their policy is to do this over the phone. They only send emails to set up a time to call. When in summary I mentioned that it seemed informal and didn't leave any record of the reason for the change, he basically said that it was company policy. What is the point of booking a room 11 months out if a little over a week DVC finally finds out that they sold an extra room.

 

[bdrex28]

Same, because that would be REALLY bad form to kick somebody out for a VIP. I feel like a GV at the Floridian is a once in a lifetime or for a special occasion.

I probably shouldn't even have voiced/typed that. But there are only 6 GVs at VGF correct? If it was booked at 11 months, then to me, there should be only 3 possibilities right?

1. Maintenance in the room, something happened and they don't think they'll get it done by their check in date.
2. The system somehow overbooked (you would highly doubt this for such a small room inventory)
3. Someone else needs the room.

I can't think of any other possibilities.

IF this happened to us, I think I'd be not only asking for a GV somewhere else on the Monorail (probably not likely for inventory) but I'd want some of my DV points reissued as a reimbursement for absolutely wrecking a long time planned vacation.

Supervisor said that there was overbooking and the "resort decided" that I was the one who would have to give up. Member services was only in charge of getting in contact with me. But I can only talk to member services. Their policy is to do this over the phone. They only send emails to set up a time to call. When in summary I mentioned that it seemed informal and didn't leave any record of the reason for the change, he basically said that it was company policy. What is the point of booking a room 11 months out if a little over a week DVC finally finds out that they sold an extra room.

That just seems absolutely crazy they wouldn't know ahead of time. I would imagine the GVs at VGF are pretty much all booked at 11 months, right?

I'd be checking out those rooms while on my trip to see if I could figure out if all of them were occupied or if I saw maintenance crews.

Seems as a DVC member you should be able to request the "deciding" factors that quantified the "resort decided". I would want to know.

Anyway, I'm terribly sorry this happened.

What options have they given you @Augusto Saboia Neto

 

[lanejudy]

My guess is a maintenance issue has required them to pull a room out of inventory -- and OP's dates just happened to fit well within the down period, though we don't know if anyone before or after was also asked to move.

Before you receive a call back, maybe look online to see what else IS available for your dates -- cash or DVC. Knowing what's there helps you to negotiate. And hold out for the best you can get with something extra tossed in as well.

 

[lowlight]

Every time I read these stories, the compensation never seems to make up for the disruption. At least if it were a 2BR at another resort there would be an upgrade possibility, but you're basically at the best room at the best resort. I really hope they take care of you, since it sounds like you did everything right and they dropped the ball. Don't settle for some $200 a day voucher or some junk like that.