Anyone else have their Aulani Reservation changed?

[DisneyMomJen]

I just came home and had a message from Member Services to call about our Aulani stay. We have reservations from August 29th (opening day) through September 2nd in a 2 bedroom. I called Member Services who said they had to get a supervisor. They do not have a 2 bedroom for us so they are putting us in 2 connecting hotel rooms and complimentary Character Breakfast every morning of our stay. We are also getting some points back. I guess this is fine, but there is no kitchen or washer and dryer which we will definitely need since this is a total of a 2 week trip.

 

[MinnieGirl33]

Oh no. I would not be happy with 2 hotel rooms. No living room, kitchen or laundry, UGH!

So sorry this happened to you.

 

[Dean]

I just came home and had a message from Member Services to call about our Aulani stay. We have reservations from August 29th 9opening day) through September 2nd in 2 bedroom. I called Member Services who said they had to get a supervisor. They do not have a 2 bedroom for us so they are putting us in 2 connecting hotel rooms and complimentary Character Breakfast every morning of our stay. We are also getting some points back. I guess this is fine, but there is no kitchen or washer and dryer which we will definitely need since this is a total of 2 week trip.

Did they say why specifically. Will the villas portion not be done at all for that time? I'd call back and see if I can get a 1 BR plus a studio and/or credit for the meals so that you have flexibility to use part for other meals besides breakfast. Also make sure you're getting enough points back to be worthwhile, I'd say at least 40%, preferably 50% to be equitable.

 

[palaemon]

Wow. I would be livid.

 

[DisneyMomJen]

They did not say why. I asked if the rooms are not going to be completed and was told that they just did not have my room category available. We had reserved a 2 bedroom garden view and they are giving us 2 connecting partial oceanview hotel rooms. I was surprised by the whole situation and kind of relieved that they were not canceling our reservation altogether since we already have our flight reservations. They are giving us more than 50% of our points back. It seems like they are charging us 12 points a night per room which I guess is good. What concerns me is not having a kitchen or washer/dryer. It is probalby a good idea to see if they will give us a food credit instead since DH usually will not do breakfast.

 

[ChiSoxKeith]

EECK!

I have not received a phone call like that. We're going to be there a couple of weeks later.

Sounds like some sort of computer snafu screwed you up. That TOTALLY sucks.

When I first saw the post, I was dreading that they were delaying the opening.

So sorry your reservation got screwed up.

 

[Dean]

They did not say why. I asked if the rooms are not going to be completed and was told that they just did not have my room category available. We had reserved a 2 bedroom garden view and they are giving us 2 connecting partial oceanview hotel rooms. I was surprised by the whole situation and kind of relieved that they were not canceling our reservation altogether since we already have our flight reservations. They are giving us more than 50% of our points back. It seems like they are charging us 12 points a night per room which I guess is good. What concerns me is not having a kitchen or washer/dryer. It is probalby a good idea to see if they will give us a food credit instead since DH usually will not do breakfast.

It sounds like what they're giving you is fair, esp if they'll convert the food options to credits instead of just breakfast as I'm sure they'll do. However, you're still giving up a fair amount for most DVC members without a W/D or full Kitchen. While I realize they can't give you what they don't have and the current compensation seems reasonable, I'd still have the conversation with them to see if you can give you closer to what you reserved, even if for less compensation. I also realize that the negatives for this change will affect some more than others and you must weigh those for your personal situation.

A couple of things you may want to consider are that they selected you over others for some reason and that there may or may not be other affected. Also, had you held firm, it's entirely possible you would have gotten what you reserved and they would have moved over to someone else.

Wow. I would be livid.

Upset and disappointed I understand, but there's no reason to be livid. Things happen.

 

[jelliott04]

Upset and disappointed I understand, but there's no reason to be livid. Things happen.

I think the OP seems very calm over what I would be. If you reserve something specific you should get it but given things happen, I believe they should have at least changed their ressie to a 1BR and a Studio.

Any vacation is a big trip but for me Hawaii seems bigger than most I guess since we'd have to fly. Without a washer/dryer they'll have to pack more clothes and have bag fees etc. It isn't just about the beds....

I wonder what the problem is. hhhmmmmm

Jen

 

[Dean]

I think the OP seems very calm over what I would be. If you reserve something specific you should get it but given things happen, I believe they should have at least changed their ressie to a 1BR and a Studio.

Any vacation is a big trip but for me Hawaii seems bigger than most I guess since we'd have to fly. Without a washer/dryer they'll have to pack more clothes and have bag fees etc. It isn't just about the beds....

I wonder what the problem is. hhhmmmmm

Jen

I understand all of that, however, no reservation is ever truly guaranteed and one needs to realize that. I think the OP is taking it better than I would, however, my response was to Paleomon's suggestion that they would be livid which is far too strong a response in this situation. I know of instances where someone arrived at WDW only to not have a room at the resort they were booked at. Some from AKV concierge were displaced to SSR with hardly any compensation other than the adjustment in the points based on the charts. Livid to me implies upset beyond reason and that would be far too strong a reaction for this situation, this far out or even at check in.

 

[LouisianaDisneyFan]

It did happen to someone else... us. Reading that you are receiving the rooms for about 12 points per night per room is very useful information... as we were NOT offered points back on the reservation. Our reservation is for three nights over the same time period, and we are paying a total of 57 points. Something is definitely NOT right here! Did you ask for points back or did they just offer it to you?

 

[DisneyMomJen]

It did happen to someone else... us. Reading that you are receiving the rooms for about 12 points per night per room is very useful information... as we were NOT offered points back on the reservation. Our reservation is for three nights over the same time period, and we are paying a total of 57 points. Something is definitely NOT right here! Did you ask for points back or did they just offer it to you?

They offered this to us. They did not tell us what the point per room would be, but that is what it seems to be averaged out to per night although I could be wrong since nothing is showing up in my account yet. Did you have a studio to begin with? Did they offer you anything else as far as meals or anything?

 

[GoofItUp]

Any vacation is a big trip but for me Hawaii seems bigger than most I guess since we'd have to fly. Without a washer/dryer they'll have to pack more clothes and have bag fees etc. It isn't just about the beds....

Jen

It's Hawaii....don't you just need 2 swimsuits, a cover up and pair of flip flops? In fact, if you wear one swimsuit, your cover up and flip flops on the plane, you're down to just needing to pack 1 extra swimsuit. Problem solved!

(This post has no useful information but was included for humor only.)

 

[TagsMissy]

It did happen to someone else... us. Reading that you are receiving the rooms for about 12 points per night per room is very useful information... as we were NOT offered points back on the reservation. Our reservation is for three nights over the same time period, and we are paying a total of 57 points. Something is definitely NOT right here! Did you ask for points back or did they just offer it to you?

They OP has had a 2BR, points back to go to a regular hotel room seems fair; for a studio I'd not expect many points back. You can call MS and ask but the change from a 2BR villa to a hotel room, from a studio to a hotel room isn't that much of a change. I am not saying you shouldn't get points back, just that I'd not expect that many back.... however being offered free breakfast every morning, etc when you don't have a full kitchen in the first place is a pretty good benefit.

 

[LouisianaDisneyFan]

They offered this to us. They did not tell us what the point per room would be, but that is what it seems to be averaged out to per night although I could be wrong since nothing is showing up in my account yet. Did you have a studio to begin with? Did they offer you anything else as far as meals or anything?

They called about 8am CST and said they needed to change the room. The original booking was for an island view studio and they offered the partial ocean view room. I pointed out that, without a microwave, food preparation would not be possible for breakfast. That's when breakfast was added to the offer. I didn't accept or reject the offer yet because our booking was for a friend and I have to check with her first. I haven't been able to reach her yet. I did, however, call back and talk with the MS supervisor who called this morning so that I could get clarification on how this change would affect the transient tax due on the booking. I was told that the tax would still be based on the maintenance fees for the number of points used for the stay, and not on the dollar value of the rack rate for the rooms.

 

[LouisianaDisneyFan]

They OP has had a 2BR, points back to go to a regular hotel room seems fair; for a studio I'd not expect many points back. You can call MS and ask but the change from a 2BR villa to a hotel room, from a studio to a hotel room isn't that much of a change. I am not saying you shouldn't get points back, just that I'd not expect that many back.... however being offered free breakfast every morning, etc when you don't have a full kitchen in the first place is a pretty good benefit.

I agree that the OP is losing more, but I also feel that the price paid for a particular room type should be UNIFORM across the board. If the price in points that they want for a partial ocean view room of identical size is 12 points per night, then that should be the number of points charged for ALL DVC members who are staying in that type of room for those dates. Bottom line, I paid for a contract on the first day sales opened and Disney will have had that money for over a year by the dates of travel. They screwed up when they overbooked... though since this is two different room types with the same view, I find it more believable that a section will not be completed in time for the opening rather than that they overbooked due to a "glitch" in the reservation system. Or, perhaps they did not receive the bookings they anticipated for hotel rooms, but have many who want to get in via DVC at the 7 month window... so they want to move some of us who are already owners over to the hotel side. Either way, I signed up for a product that is now not being delivered. I do not think it is equitable that I'm being offered less than someone else in this situation (i.e., paying a higher point value for the same view and travel dates).

 

[Dean]

I agree that the OP is losing more, but I also feel that the price paid for a particular room type should be UNIFORM across the board. If the price in points that they want for a partial ocean view room of identical size is 12 points per night, then that should be the number of points charged for ALL DVC members who are staying in that type of room for those dates. Bottom line, I paid for a contract on the first day sales opened and Disney will have had that money for over a year by the dates of travel. They screwed up when they overbooked... though since this is two different room types with the same view, I find it more believable that a section will not be completed in time for the opening rather than that they overbooked due to a "glitch" in the reservation system. Or, perhaps they did not receive the bookings they anticipated for hotel rooms, but have many who want to get in via DVC at the 7 month window... so they want to move some of us who are already owners over to the hotel side. Either way, I signed up for a product that is now not being delivered. I do not think it is equitable that I'm being offered less than someone else in this situation (i.e., paying a higher point value for the same view and travel dates).

While I think the offer to the OP was very reasonable, I think there are 2 components to such a situation. One is the inherent cost of the replacement and I'd agree that should be uniform. The second is the "compensation" component and that should be variable (or many nothing) based on the level of inconvenience and members degree of compromise with the replacement digs balanced with the reasons and situation from a resort standpoint. In this case it's sounding like they are pretty sure they won't have a portion of the resort ready in time. That means more to get phone calls.

 

[DisneyMomJen]

Talked to Member Services again and was told that this is a system issue. They will not change the charcater breakfast into a meal allowance or credit. We will have access to washer & dryers, but this is what upsets me the most. We book 2 bedrooms partly for the convenience of a washer and dryer IN the room and being able to come and go with the laundry going. Now we will have to use alot of our time waiting for laundry.
As far as booking a studio and being moved to a hotel room with the added character breakfast, I think that is a great deal. There is not an inconvenience factor from what you had originally booked. We are being moved from having a kitchen, washer/dryer and living room. I think it was a nice gesture for giving back points and the added character breakfast, but I still think it is going to cost us more for meals in the end.

 

[sixcats]

Ask if they will throw in free laundry service. DVC moved us to a suite at BWI instead of a 2 bedroom villa and we had them comp laundry service.

 

[LouisianaDisneyFan]

Talked to Member Services again and was told that this is a system issue. They will not change the charcater breakfast into a meal allowance or credit. We will have access to washer & dryers, but this is what upsets me the most. We book 2 bedrooms partly for the convenience of a washer and dryer IN the room and being able to come and go with the laundry going. Now we will have to use alot of our time waiting for laundry.
As far as booking a studio and being moved to a hotel room with the added character breakfast, I think that is a great deal. There is not an inconvenience factor from what you had originally booked. We are being moved from having a kitchen, washer/dryer and living room. I think it was a nice gesture for giving back points and the added character breakfast, but I still think it is going to cost us more for meals in the end.

For the amount of time that you are staying, I think I would call back and decline their offer. I agree that you would be greatly inconvenienced by this change. When we were contacted by MS, they started out as if it was a set in stone situation, but I told them flat out that I could not accept or decline the offer until I talked with my friend (for whom we had booked the room). I'm under the impression that if we say no, they will move to the next person on the list.

As for whether or not it is an inconvenience to change from a studio or a hotel room, it really does depend on how you use the room and your travel preferences. I'm certain that if this was a choice for hubby and me traveling, we would not agree to the change, even with the added breakfast and upgraded view. There is no surf at Aulani, so the island view is actually more attractive to us. Hubby often reads, sitting on the sofa by the lamp. He would not be happy to lose the sofa in the room. We would also lose floor space by having the second (unneeded) bed in the room as opposed to a sleeper sofa. We're not big breakfast eaters, typically opting for instant oatmeal or cereal, so the free breakfast would not be a draw at all. If we had kids traveling with us, MAYBE the character breakfast would be a draw, but would we really want to interact with Disney characters every day in Hawaii??? Doubtful. Also, when we go to beach locations, we usually eat a light lunch as well... perhaps quick-prepare soup or a sandwich heated up in the microwave. The small refrigerator and kitchenette in the studio are a much better option for us. If we wanted to stay in a hotel room, we would not have purchased Aulani DVC. All of that said... I can't speak to what my friend will or will not want. It may be that the view is the most important thing to her, so she might agree to the change. I'll have to wait until I hear back from her to notify MS of our decision.

 

[ChiSoxKeith]

Good luck to everyone that has gotten this call.

I haven't yet - my reservation is a couple weeks after opening and I'm unsure how I would react to the trade.