Anyone familiar with dealing with SOG/SOG overflow?

[JillM]

Hello everyone!

Just last week, I officially made my reservations for the Polynesian for mid-October through Shades of Green (overflow.) My first experience with them was pretty good. Spoke with a gal named Birgit who was very helpful and I got a pretty good price on the Poly, which was my family's first pick. Called back to pay and got someone who took my credit card number and didn't want to give me any details, like the total! Had to cram questions in before he rushed me off the phone. Two garden view rooms is all I know I'm getting, and that the dates are secured.

I called back the next day after thinking of questions (smoking/non smoking room, were the 2 rooms I secured together or separate? etc.) only to be told that they can't help me with any of it. I had the worst CSR on the phone, talking down to me and telling me that my reservation were a secret? I thought it was a joke. I asked to speak to her manager and she sends me to voicemail. GRRR.

I called back and spoke with a manager, who didn't feel the need to apologize. She did at least tell me why my reservation was a secret (I guess Disney can't see the reservation until a day before check-in?) At this point, I've forgotten all of my questions out of frustration and want to cry.

I really want to upgrade to concierge level and she says she'll call Disney and see if they can add it, because it's not offered to SOG. Fine, I'll pay the price whatever it takes, I just want to add it to my room.

Fast forward to this week, still no word from her, so I call her back. She says that the Poly "is all out" of concierge rooms, I politely said ok, thanks for checking and she says "that is too popular to be requesting", and I said "Oh?" and then she says "well I don't know what you were expecting, they don't even offer that to Shades of Green overflow rooms". Fine, thanks for checking. Good day. ***?

Sorry but this was my first step into booking my vacation and I feel like SOG is being so rude and unhelpful. I guess I'm babbling, but what I really want to know is, is anyone familiar with booking with them? Do I just fly by the seat of my pants until I physically check in? Is there any way to change my room when I get there? How do I get specifics added to my room? ETC.

Any advice is appreciated.

 

[jckdisneybound]

If it isn't offered to SoG than I would go with the assumption that you will have to pay rack rate for a concierge room. As for any changes requests and such they HAVE to be made through the Shades of Green, I'm surprised that central reservations even took your CC info, b/c that is usually done through SoG. Unfortunatly one of things you give up by the overflow rate is some of the service.

 

[JillM]

If it isn't offered to SoG than I would go with the assumption that you will have to pay rack rate for a concierge room. As for any changes requests and such they HAVE to be made through the Shades of Green, I'm surprised that central reservations even took your CC info, b/c that is usually done through SoG. Unfortunatly one of things you give up by the overflow rate is some of the service.

Jenn, thanks for the quick reply! I suppose I will have to pass on concierge if it's rack rate, it being $455 whereas my reservations through SOG overflow are $239 with tax (per night.) This was something my SIL wanted added, and she's relying on me to do all the booking. But I'm sure she'll understand.

And I agree with you on giving up some of the service for the benefit of the savings through SOG. No offense, but I've been a military wife for years and have had only mediocre customer service through every military "benefit" I've received (insurance, medical treatment, etc).

Hopefully check-in will go off without a hitch.

 

[jckdisneybound]

one word TRICARE I hear you loud and clear on that one! Enjoy your trip and your great rate!

 

[edingerc]

Concierge isn't something that you can add to a room. All concierge rooms are located in two buildings that are perminently locked (Hawaii and Tonga). The time you're talking about, Hawaii will still be closed for renovation and Tonga is a suite-only building. Therefore, concierge isn't available anyway.

The resort never sees your reservation until about 4 days before you check in, for your assignor to assign you to a room. Until then, all changes have to be made through whatever agency you used to make ther reservation. Inother words, the only people who can add requests to your reservation are SoG (if you made the res through them).

I;m not aware of any smoking rooms being next to a non-smoking room. They are all located on the top floors (so that the smell doesn't rise to another floor) or in a seperate building. So unless you are willing to have two smoking rooms, I don't see how they could be ajoining.

 

[javaj]

We've used overflow rates 3 times -- twice at CR and at the Poly last May. A few things:

* From what I understand, concierge rooms are never offered at overflow rates.
* When you make your ressie through SOG for an overflow, they send that info over to Disney -- including payment deposit, contact info, room requests. Disney sends relevant information back to SOG with your reservation number within 3 to 5 business days. Disney also mails out a confirmation letter to you (at least they always did for us). Cancellations must be made 7 days prior to check-in to avoid penalty. Any changes/modifications must be made through SOG.
* Requests -- connecting rooms, etc -- are only requests, no guarantees.
* To use DME, you can fax in your flight info to DME directly. SOG can provide you with the standard form that needs to be faxed in.

 

[fterie4u]

My dh and I stayed at SoG last October and are staying there again this October. We are staying at AKL the last 2 nights as an overfloww through SoG. I had great service both times and no complaints as of yet! Also, we went to Hawaii for our honeymoon and stayed at the Hale Koa part of the time and LOVED it as well. We have had nothing but excellent service from both resorts and hope it continues.

 

[amyhwang]

I've used SOG overflow numerous times - first of all, I think your rate seems a little high, but it may be the time of year. They had Poly gardenview for $179/night for Dec 17-24, when I checked this Monday. We got YC for $169. But it really all depends on what Disney gives them to offer at that time. They told me that right now, they only get concierge rooms at the Boardwalk, but that changes sometimes. We've gotten the Beach Club for $109, GF for $199, and Contemp for $120. Typically, what they offer is the lowest category of rooms at a deluxe resort, sometimes a better view.

The cancellation policy when you're on overflow is much better than if you were staying at SOG - a week vs. a month!

 

[JillM]

I've used SOG overflow numerous times - first of all, I think your rate seems a little high, but it may be the time of year. They had Poly gardenview for $179/night for Dec 17-24, when I checked this Monday. We got YC for $169. But it really all depends on what Disney gives them to offer at that time. They told me that right now, they only get concierge rooms at the Boardwalk, but that changes sometimes. We've gotten the Beach Club for $109, GF for $199, and Contemp for $120. Typically, what they offer is the lowest category of rooms at a deluxe resort, sometimes a better view.

The cancellation policy when you're on overflow is much better than if you were staying at SOG - a week vs. a month!

With this in mind, it may not be a bad idea for me to call back in the morning and see if any lower rates are being offered. Booking so late, I would think availability would be limited, but perhaps it's worth a try.

I figure 40% off is still a great deal, and we are passing the savings along to my SIL and her family (we're booking two rooms) that wouldn't normally get that big of savings on their own.

edingerc, thanks for the info on the rooms. What I'm wanting is both non-smoking, I confused everyone when I put smoking/non-smoking. What I meant was I wanted to choose between the two. I confuse even myself sometimes. lol My concern was that the SOG rep told me that they only hold certain rooms for SOG guests at the DW resorts. I wondered if she meant only specific rooms or a certain amount of rooms. For example, room #3592 and #3842 are SOG guest rooms (fake numbers). Or did she mean X amount of rooms are reserved for SOG guests. Because what I want are two rooms side by side in a non-smoking section.

I'm really not a pain in the butt, although I'm starting to sound like it. It's a real hoot trying to plan a trip for two different families who all want to make sure that x y and z happen.