CM screwed up booking....what to do?

[BigAlsGal]

I'm in desperate need of advice. Six months ago when I booked my Disney trip I booked AOA for 6 of us Thanksgiving week. Paid my 10% down payment. All is good. After reevaluating the sleeping situation and realizing it wouldn't work I called Disney directly and booked 2 rooms at Pop. I was told if we all lived in the same house I could book the reservation under 1 name and have guaranteed connecting room. So I booked under my name. The 2 rooms at pop were actually cheaper than 1 room at AOA so in my head they had an even bigger down payment now for 2 rooms. Get emails saying reservation was made. All is good.

So I thought...

I went to customize my magic bands to find 2 people missing. I call Disney only to find out apparently the CM who took my reservation was suppose to make me make a down payment for the second room. Since she didn't I lost the room after 3 days. No email or nothing. Just gone. I'm thinking my former down payment which was actually more costly covered it. I was wrong.

Now all they can do is get us 1 room at pop for our original dates and the other room is short a day (arrival day) so my mother and me would have to go stay at ASMu for 1 night with my family at Pop. Then move resorts our first official park day and (almost definitely) not have and chance at a connecting room. (I know that's just a request but you usually had good luck if you booked rooms together). CMs are saying this is the best they can do.

Should I just suck it up and do what they can offer? I feel terrible. I've planned this so long ago and a CM dropped the ball. Now I'm scrambling to make it work. Advice?

 

[maxiesmom]

I would take it and keep checking for the room to open up the day you need it. Did they never send you a new confirmation for both rooms? It is horrible they messed up your reservation like that.

I hate to tell you though, they are wrong about guaranteed connecting. Connecting rooms are never guaranteed no matter what they tell you. They have no way of knowing if connecting rooms will be available, as they are not a bookable category, and they don't block out rooms as we book them. If you make that your only request odds are good you will get them, but no way is it guaranteed ever. Disney states they are a request only. In fact the only thing 100% guaranteed is that you will get a room at A Disney resort. Disney can and does walk guests to different resorts on occasion.

 

[BigAlsGal]

I would take it and keep checking for the room to open up the day you need it. Did they never send you a new confirmation for both rooms? It is horrible they messed up your reservation like that.

I hate to tell you though, they are wrong about guaranteed connecting. Connecting rooms are never guaranteed no matter what they tell you. They have no way of knowing if connecting rooms will be available, as they are not a bookable category, and they don't block out rooms as we book them. If you make that your only request odds are good you will get them, but no way is it guaranteed ever. Disney states they are a request only. In fact the only thing 100% guaranteed is that you will get a room at A Disney resort. Disney can and does walk guests to different resorts on occasion.

The confirmation was the same number as the original booking but I SHOULD have apparently gotten another confirmation for the second room.

Oh and I know about no guarantees. I started another thread asking if that was correct information. Got a resounding no. Lol

 

[Pembo]

Keep checking back for that 2nd room at Pop. I booked a short stay Easter weekend this year only two weeks out. In those two weeks availability changed multiple times a day. Good luck.

 

[_auroraborealis_]

If it was room only, it's not a 10% down payment; it's the first night for each room as down payment. So that may be where some confusion came in.

 

[tjmw2727]

Ugh - I had a similar problem last summer when I upgraded as we had additional family members joining us. I actually told the CM at least 2x during the phone call that I needed to give an additional deposit and they assured me no end that we were fine. Lost the reservation and had to scramble to find something affordable that fit the number of our guest.

Honestly I would suggest you email guest relations and see if they can help you recover the room. I have had good experiences with other issues when doing this.

 

[sndral]

Keep checking for that missing day especially around 30 days from arrival when package payments are due.
Try different stay length searches on the computer a couple of times a day as there may be minimum stay filters and if the missing day pops up call!

 

[bumbershoot]

I was told if we all lived in the same house I could book the reservation under 1 name and have guaranteed connecting room.

Oh I'm in pain that they told you that.

If you remember the CM's name, or even just the exact time and day you called in, I hope you write in with a serious complaint. They *have to know*, to find out, that connecting rooms are NEVER guaranteed. It's something the phone CMs keep promising, but the CMs actually at the resorts know is not true. There's a total disconnect.

If you make that your only request odds are good you will get them, but no way is it guaranteed ever. Disney states they are a request only. In fact the only thing 100% guaranteed is that you will get a room at A Disney resort.

Yep.

 

[BigAlsGal]

Update: We were given the option of 2 AoA LM rooms or 2 rooms @ CS for the same price as Pop! Very happy with the outcome even though it was pretty ugly at the start.

I turned down AoA because I heard the LM rooms are so far away from main areas.

It's nice to have the upgrade to CS but for this particular trip it wasn't my resort of choice. I'm not a fan of the food options. Plus I was looking forward to saving some money with TiW at Pop food court. DH says the queen beds trump all that so oh well. Lol. Thanks everyone for responses!

 

[Nancyg56]

Update: We were given the option of 2 AoA LM rooms or 2 rooms @ CS for the same price as Pop! Very happy with the outcome even though it was pretty ugly at the start.

I turned down AoA because I heard the LM rooms are so far away from main areas.

It's nice to have the upgrade to CS but for this particular trip it wasn't my resort of choice. I'm not a fan of the food options. Plus I was looking forward to saving some money with TiW at Pop food court. DH says the queen beds trump all that so oh well. Lol. Thanks everyone for responses!

Your DH is right!!! YOu will like CSR I think, and the upgrade is a nice way to compensate you. My DD had booked the Poly with a really nice offer. SHe called and was going to reduce the number of nights by one, but found she would loose her discount, so she told the CM she would keep her original reservation. She told the CM not to change anything. CM was an over achiever and had already made all the changes, and then said, ot was a done deal, she could not get the original reservation back. My poor DD almost died! The CM got guest services involved and they gave her back her reservation but told her that the resort was overbooked for her time frame. Anyway, I'm glad things worked out in your favor, because not everything can get fixed.

BTW- the chipotle bacon burger at Peppermarket is delicious!

 

[eeyoreandtink]

Update: We were given the option of 2 AoA LM rooms or 2 rooms @ CS for the same price as Pop! Very happy with the outcome even though it was pretty ugly at the start.

I turned down AoA because I heard the LM rooms are so far away from main areas.

It's nice to have the upgrade to CS but for this particular trip it wasn't my resort of choice. I'm not a fan of the food options. Plus I was looking forward to saving some money with TiW at Pop food court. DH says the queen beds trump all that so oh well. Lol. Thanks everyone for responses!

Pepper market isn't as bad as everyone says it is. We have really enjoyed Coronado Springs the couple of times we stayed there.

 

[HarleenQ]

Oh I'm in pain that they told you that.

If you remember the CM's name, or even just the exact time and day you called in, I hope you write in with a serious complaint. They *have to know*, to find out, that connecting rooms are NEVER guaranteed. It's something the phone CMs keep promising, but the CMs actually at the resorts know is not true. There's a total disconnect.



Yep.

They're trained that way. I don't know why there is a disconnect with Disney in these two departments, but the CM would actually get reprimanded for not doing it that way.

 

[Micca]

Well it's certainly a reasonable solution! I'll echo what others have said about CSR--I think it's a pretty darned nice resort, I hope you'll enjoy it.