Bad experience switching reservations

[Iheoma]

Please don't flame me but I have to share this.

I called today to switch my dream maker package to a room only for the CBR the 1st week in May. I was given a new confirmation number and was told that the money I had already placed on the package would be transferred to the room only.

An hour later I went on-line to check to be sure that things had been changed and it said the reservation had been cancelled - with the NEW confirmation number showing. I called CRO and was assured that everything was ok and CM said she would call guest services to find out if something was wrong with the on-line system. 10 mins later she comes back on and tells me that the there was no problem with the reservation but wanted to inform me that the money would not be transferred to the room-only ressies and I would have to make a deposit in 10 days or loose the reservation. The money from the package would be credited back to my credit card in 7-10 business days. What?!!? She then transferred me to "guest services" for someone to explain the situation to me further. The lady there was really brusque and somewhat rude saying that it was just the way it was. I told her that I shouldn't have been told one thing and then another and asked that she help me come up with a solution. The problem would be that I may not have received the money credited from the package before the money from the room only ressie was due and lost the room ress before I had a chance to put any money on it. She said I would just have to call back and place money on the room only by the date she told me. I'm not one to complain much but by this time I was really peeved that she was getting more rude and acting as if I was asking for a million bucks. I want Disney to take my money and I wasn't trying to get any money back. I then asked to speak to a supervisor to help come up with a solution. After another ten mins. she came back to the phone - REALLY nice this time and stated that she had spoken to her supervisor who agreed to switch the reservation to a "basic plan" which costs 8 dollars more than the room only reservations. I don't know why she was so nice all of a sudden. I was not happy about keeping the package but glad that the whole money tranfer thing was settled. Sooo I've learned a valuable lesson about packages and CRO. The difference between the package and the components was $150.00. I'll definately be able to put that money to better use than in the package.

Thanks for listening/reading.

 

[DebbieB]

I changed a Disney Club reservation (which is Walt Disney Travel Company) to an AP rate (which is CRO) about a year ago. They had to cancel and rebook. The credit for the cancel was on my credit card within a couple days and they charged the new deposit the same day.

If you are on a package, you will have to pay it full before arrival (21 days I think) vs the remainder at check-in on a room only. Also watch the cancellation rules. I believe packages have a penalty for cancellations or changes within 45 days of arrival. Room only is 5 days before arrival. I don't know if they charge a penalty if you change to a discount code within 45 days of arrival.

 

[klh999]

I had the same problem. I was changing resorts and instead of transfering the money, they credited it back to my credit card. I got the money however, sometimes I call and the CM says the money was credited back, other CM's say it was transferred. It should be interesting to see what happens when I check in.

 

[shelleyz]

I had made a room ressie online then a few weeks later found the CTH code on here so I called to see if I could just apply the code. I couldn't. I had to cancel my first reservation and my money would be credited to my cc account. Then I had to make a new ressie and give a deposit. It took me 45 minutes and three CM's to help me do this. My money was credited a few days later. When I got my confirmation in the mail it said I had to pay the rest by 1/4 which isn't what I was told. They told me the balance was due at check-in. On my confirmation it said 4 night CTH package. I did'nt get a package though, just room ressies.

 

[katrina1122]

and didn't have any problem transferring the money over when they switched the ressies and they didn't have to cancel, although it did take at least 4 phone calls to make sure all was fine with it as each time I got a confirmation something would be odd. ie 1 night would still be AAA rate, or even still it says I have an AP rate but my AAA card is required for checkin for the rate. I called to check that one, she said all money was transferred, but I should bring the card just in case as they may not give me the AP rate. Um, ok?
I guess my point is, we switch packagaes, rates so often in their system which is forever changing that glitches happen. As long as you have the correct reservation confirmation in the end things should be fine.

 

[buckethead]

The reason they could not transfer the funds is not Disney's fault. When you book a package with admission, it is a WDTC package and room only is something completely different. Because of this, the credit card companies see that as two different companies and will not allow any transfer of funds between two different companies. You were misinformed by the first cast member you spoke with about the transfer. It may have been a new agent, because as you can see, it can be quite confusing with the credit card companies' rules.