Anyone have trouble changing resorts on phone?

[disneysnowflake]

I just got off the phone with WDW to change resorts.

I thought changing would be easy, but it turned out not to be yet.

First I was told that the resort I wanted from Dec 11 to Dec 18th was booked full and couldn't get the resort. I decided to stay with my original resort and the call was ended.

About 20 minutes later I got a phonecall at home from WDW stating that the CM gave me the wrong information, and there was actually several rooms available where I wanted to stay. They went over my information. I requested a particular floor and non smoking. I was told that I'd have to wait until I got to WDW to make that request. I thought that was strange.

They asked me why I wanted to change resorts again.

Then she told me I'd have to put a deposit down on the new room. I explained that I had already paid $300 towards the first room, but they couldn't find anything on my original reservation. I paid via credit card on February 11th. I was told they would have to talk to a superviser about this. Again the call was ended.

About 30 minutes later WDW called me back. They are working on where my reservation money went. If I change rooms the reservation number changes. They don't know what happened, but the $300 I paid is not showing on my account. The lady said she remembers seeing the $300 before she made resort changes, but now it's gone. Hmmm. They again asked me why I wanted to switch to a different resort. The call was ended.

I am now waiting to hear back from them again as to what happened to the $300 I put down with my credit card for the first room. I have no idea if I will be in this other resort or not.

Somehow I pictured myself calling WDW to change resorts to be as simple as when I called to book in the first place. They are very, very nice. Maybe this person I talked to is new.

Has anyone else had this problem with reservations??

 

[luvindisneyworld]

OMG.I have not had this happe.I would definetly be finding out where my money was at.
Good Luck,
Misty

 

[KIRSTIN'S MOMMY]

I didn't have this problem when I changed a couple of months ago, but they did send me a confirmation number when I sent in my deposit. Did you get one of those? If so, maybe you could fax them a copy to show that you paid the deposit.

 

[disneysnowflake]

Okay. They have called me twice more since I last posted.

First, she said since I got a AAA discount she couldn't process anything with a AAA discount until I give her a valid number.

I gave her my AAA membership number and the expiration date. She said they had to confirm my AAA membership first. When I first requested my other room I asked for the AAA discount, but they didn't ask me for my number.

Since my current card expires in August 2004 (we've been AAA members for over 10 years) I will have to call WDW back when I get my new card in August of 2004 because my reservation will be charged rack rate when my card expires in August if I don't call them back with my new expiration date. I'll have to mark my calendar to make sure I call when I get my new card in August 2004.

I asked if this is common. I was told that WDW has had a problem with people getting AAA discounts and not have a AAA card. She said she's now required to have proof of AAA membership before reservations can be held for that rate.

Then they called again and asked me to send them a copy of the reservation confirmation with proof that my credit card was charged $300. Then I'm supposed to call them back on March 1st to make sure everything is okay. They still can't find what happened.

Whew. What a morning. That will teach me to be absolutely sure of where I want to stay before I make reservations.
They are very nice about everything, but whew.

 

[KIRSTIN'S MOMMY]

I hope everything works out for you! I just noticed that we will be there at the same time! My dd's 5th birthday is Dec. 11 and we're taking her for the weekend. Maybe we'll see you!

 

[kathylovesdisneyworl]

I changed 3 reservations to a different hotel last month. It was not easy. On one reservation they transfered the deposit and on the other two we were required to pay another deposit. They refunded the original deposit to my credit card within 2 days. There new computer system must be a nighmare for both us and the cm's that have to use it.

 

[undertheradar]

The practice in the past has been a seperate deposit for each resort. Thus, if you change resorts, Disney requires a second deposit for the new resort and issues a refund for the first deposit. This can normally take up to two weeks to process.

 

[disneysnowflake]

Oh, I didn't realize they had new computer systems. I thought maybe the CM I spoke with was new. They sure are nice though.

Guess I'll just wait until March 1st when I was told to call them back.

Next time I'll make sure of the resort I want before I make the reservation.

I'm sure it will all work out in the end.

Thanks!!

 

[Tinkerbelle739]

After reading your post I am glad that I just switched POFQ to WL before I sent in my deposit!

Hope everything works out!

 

[lillygator]

wow - you can make a reservation and THEN send in the deposit? I have always made the reservation and paid the deposit on the phone....didn't know there was an option. Can someone please explain?

 

[disneysnowflake]

When I booked my reservation before I was given the option to make a deposit over the phone or to pay via check.

If you pay via check they will send you a paper in the mail. My sister booked her room on February 11th. She got the paper in the mail on February 16th. The check had to be at Disney by Feb 28th or the reservation would be cancelled.
You had to send a check for the amount of one night as the deposit.

 

[leighe]

This is why I always, always work with someone like DU when making ressies at Disney. They are great at changes and are always searching for the lowest rates, best deals, etc. I'm sorry you had such a confusing morning! This new computer system must be very difficult to manage.