AoA - make sure you have "proof"!!!

[Figee17]

We checked into AoA last week and they greeted us with "we have you swimming with Nemo" with a great big smile on their face.
Ummm, NO! We booked a Cars suite, as it is DS's favorite movie!!!
When I told her this, she immediately asked for "proof". Luckily, my mom is old school and prints everything out. I had it saved in my e-mail so I could have gotten them their "proof" from my phone or ipad, but it would've been more of a PITA. She confirmed that we did in fact have "proof" and called to get it switched. Ironically, she said Cars is the least popular section and has the most rooms...so why the change?!?!?!?! We were also lucky enough to have a room available and it was only noon!!

On another note, our room keys said they were valid for charging, which I authorized, even though we did not intend on using it, but she never asked us to set up a pin or anything??? I never tried to charge anything to it, but thought that was odd. Also, my DS 3 did NOT get a KTTW card which I have heard would have caused a problem if he wanted to ride something during EMH. Again, it wasn't an issue for us, but I found it odd.

 

[jcjen519]

interesting. i think it is strange they would ask for "proof" if they have availability? i assume that cost is the same?

 

[Figee17]

Yeah, I couldn't figure it all out either. And she didn't seem to have an answer for that either other than "sometimes things get switched around." But they shouldn't if you booked a specific room! Weird. And no price difference.

 

[CNYDisneyFan]

That's weird.

 

[PatMcDuck]

When I booked Art of A, for late September, I had to take a "family suite". I won't know what we get until check in. Glad to hear Cars is often the least popular, as I would prefer Cars for us.

I got this once before (on a trip that was cancelled) and both times the reservation people on the phone say it is for an un-themed suite. I correct them to say, there are no un-themed suites there, that it just means we will get assigned at check in. (or so I have been told by the Art of A CMs).

To make matters worse, I had called to ask about adding the food plan, and they said my reservation had been cancelled..... I had the reservation printed out. they said something must have happened on their end to cause it, a glitch when I switched resorts and transferred the deposit. Good thing I called! I was wondering why it would not come up on my Disney experience.

 

[lady_bug_888]

My guess would be that the Nemo suites are closer to the pool/main building so she thought she was doing you a favour. Asking for proof sounds a bit funky though!

It's odd your 3 year old did not get a KTTW card.

With charging items to your room, you don't need a pin. Most places don't ask for ID either, but if the charge is for over $50 or so you will definitely be asked for photo ID. Also, when we went, we didn't put charging privileges on DS's card. I checked our bill every couple of days (we were there for 15 nights) just to make sure there were no unwanted charges.

 

[MinnieGirl33]

Just as an FYI - you only need to set up a pin if you are using the RFID/Touch to pay system.

 

[GadgetTheInventor]

Asking for proof seems reasonable considering there are probably a lot of guests (over the course of the day, week, years) who either flat out lie or remember incorrectly. The CM needs to separate those guests from ones who were legitimately screwed by the computer system. It's always a good idea to have a hard copy or computer screenshot of the reservation on your phone (Dropbox or e-mail yourself the file). Also, asking for proof could easily be protocol in an attempt to weed out the liars...which is fine by me considering the small effort it is to have a copy of the reservation with me.

 

[jcjen519]

Asking for proof seems reasonable considering there are probably a lot of guests (over the course of the day, week, years) who either flat out lie or remember incorrectly. The CM needs to separate those guests from ones who were legitimately screwed by the computer system. It's always a good idea to have a hard copy or computer screenshot of the reservation on your phone (Dropbox or e-mail yourself the file). Also, asking for proof could easily be protocol in an attempt to weed out the liars...which is fine by me considering the small effort it is to have a copy of the reservation with me.

i see your point. it would make more sense if the op was saying they paid for a more expensive room or that they paid for a room type that was booked. even if op had had a nemo suite booked they would be able to switch at check in if they want since there was availability. in that case i don't see the point of asking a guest to provide proof...potentially inconveniencing them when it really does not matter.

i realize that Disney has every right to ask for this, i think they even tell you to have a copy? maybe, maybe not? i just think its odd in this situation because it really didn't matter to disney.

 

[EpcotBill]

I have run into similar situations at WDW and other places. I always print everything and have it ready for them when they have that dazed and confused 'this isn't right look'.

 

[*Fantasia*]

interesting. i think it is strange they would ask for "proof" if they have availability? i assume that cost is the same?

Agree.. why even bother asking for proof if they know there are plenty of available suites. I'm quite sure that the cost is the same (except LM). What a douche..

 

[maxiesmom]

Everyone needs to remember that no matter what sort of room you book, all Disney guarantees you is a room at one of their resorts. Room type, location, even the resort itself is all subject to availability. Doesn't matter if it is a bookable location or type.

So booking a specific room does not 100% guarantee you are going to get it. I have had the misfortune of being downgraded twice at WDW. The room type I had booked wasn't available when I arrived, so they put me in what they had.

 

[asudol]

I hope you got compensation if you were downgraded. If we show up and were told we can't have the Cars suite we booked, our son would be crushed...

In fact, we would have stayed off property, but the Cars suite will be that extra magic that makes it worthwhile.

 

[White Rose]

Everyone needs to remember that no matter what sort of room you book, all Disney guarantees you is a room at one of their resorts. Room type, location, even the resort itself is all subject to availability. Doesn't matter if it is a bookable location or type.

So booking a specific room does not 100% guarantee you are going to get it. I have had the misfortune of being downgraded twice at WDW. The room type I had booked wasn't available when I arrived, so they put me in what they had.

If you PAY for a more expensive room and got a less expensive room...I hope you complained loudly and got a refund of the difference. It is one thing to request something within your room type and not get it... (like requesting to being a high floor or close to an elevator). It is another to be not allowed to get what you paid for. (Like booking a more expensive savannah room in akl and getting a standard view room)...I can not imagine you did not fight it...or we're not compensated.

 

[DevonsDisneyMom]

I have never heard someone asking for proof like!! That's wired! I probably would have freaked if I were you! Lol. But seriously if the CM said it was the most unpopular section, then why make a big deal about switching?!?! Stranger! Glad everything worked out for u though.

 

[jcjen519]

Everyone needs to remember that no matter what sort of room you book, all Disney guarantees you is a room at one of their resorts. Room type, location, even the resort itself is all subject to availability. Doesn't matter if it is a bookable location or type.

So booking a specific room does not 100% guarantee you are going to get it. I have had the misfortune of being downgraded twice at WDW. The room type I had booked wasn't available when I arrived, so they put me in what they had.

well of course that is true anywhere not only Disney. however i would expect this to be a rare occurrence and would also expect that you were compensated. any hotel, Disney included, cant give what they don't have but no one is obligated to pay for a room they don't get. if you pay for cl you could potentially be given std view but you are entitled to the cost difference at a bare minimum.

also, the room availability was not an issue here...which is what makes this odd.

 

[nkereina]

Out of curiosity, did you do online check-in? In our experience, when we have done online check-in, they put us in a room that will be ready when we arrive versus a room type that we requested. I realize yours wasn't a request, but wondering if it played a factor.

 

["Cinder" Ella's Mom]

Just an FYI: We stayed at CR in July and had to create a pin now that all KTTW cards are RFID. Whenever we charged anything on the card, we needed our pin. Seems odd some do it and others don't.

 

[maxiesmom]

well of course that is true anywhere not only Disney. however i would expect this to be a rare occurrence and would also expect that you were compensated. any hotel, Disney included, cant give what they don't have but no one is obligated to pay for a room they don't get. if you pay for cl you could potentially be given std view but you are entitled to the cost difference at a bare minimum.

Actually the last time it happened they were not even going to mention that I was downgraded. I was fortunate that I knew which rooms were standard and which ones were preferred. They even argued with me! It is a good thing I always bring my reservation papers with me, or else I would have been totally out of luck. As it was, I had to e-mail Disney once I was home to get the extra fee back. They offered to move me IF a preferred room was to open up. And apparently to them that absolves them of any sort of compensation. I'm also not the only poster who it has happened to either.

Anyway I was just trying to show that not getting the room you booked does happen. And maybe in general it is a rarity, but out of 16 trips to WDW I've had it happen twice. So maybe it is not as rare a thing as we all would like to believe.

 

[bumbershoot]

Asking for proof could also be their way of documenting the problem. When telling managers of some problem they've seen, the managers will always want proof so they can take it on etc.