DCL Cancelled My Reservation...so worried! Updated(9/9)

[mmouse37]

So I ask DCL to modify their whole reservation system just for me (extension of deposit due date). Then I find out I did not get it, lost my room and now want DCL to correct their "mistake". The DCL agent was obviously misinformed BUT the only mistake made was me missing the due date. The deposit due date is clearly noted.There has to be a cut off point so why should I really expect my reservation to be handled differently than the other 1249 state rooms?
I hope OP gets their room back but I don't see anything that DCL should feel obligated to correct or give a free upgrade for. OP could have been told no extension by the DCL agent and their situation would be no different than it is now.

moving deadline dates is not that uncommon. They would not have to modify their whole reservation system. If the CM told her they could do it than obviously it has been done in the past. I doubt they would lie to her just to get her off the phone.

I am sure if you were in the same situation you would be grateful for some leniency in payment dates....I certainly would.

MJ

 

[woody73]

Again, thank you for listening I am just disappointed is all.

I hope it all works out for you.

Woody

 

[Wadekind]

moving deadline dates is not that uncommon. They would not have to modify their whole reservation system. If the CM told her they could do it than obviously it has been done in the past. I doubt they would lie to her just to get her off the phone.

I am sure if you were in the same situation you would be grateful for some leniency in payment dates....I certainly would.

MJ

The CM was either misinformed or made a mistake entering the extension.
The point of my post was the OP suffered no damage by being given incorrect info. She did not have her deposit ready on the due date and would have lost the room anyway if the CM had told her NO extension. There has to be a cut off point or these rooms would be held up forever. Five days is more than generous to hold a room for someone.
I would be grateful for leniency and I would be upset if I was in OP's situation but I would also realize it was ALL my fault and let it drop not write letters and hope to get upgraded as others have suggested.
I hope she gets her room back but I do not see where DCL owes the OP any special consideration.

 

[MTmomma]

The CM was either misinformed or made a mistake entering the extension.
The point of my post was the OP suffered no damage by being given incorrect info. She did not have her deposit ready on the due date and would have lost the room anyway if the CM had told her NO extension. There has to be a cut off point or these rooms would be held up forever. Five days is more than generous to hold a room for someone.
I would be grateful for leniency and I would be upset if I was in OP's situation but I would also realize it was ALL my fault and let it drop not write letters and hope to get upgraded as others have suggested.
I hope she gets her room back but I do not see where DCL owes the OP any special consideration.

Agree with you here too!

 

[grits98]

...I would be grateful for leniency and I would be upset if I was in OP's situation but I would also realize it was ALL my fault and let it drop not write letters and hope to get upgraded as others have suggested.
I hope she gets her room back but I do not see where DCL owes the OP any special consideration.

Wow. I respectfully disagree with your apparent belief that the blame lies solely with OP. She relied on an agent's representations to her detriment. I don't believe OP is asking for "special consideration." It was my understanding she was asking DCL only to do what had been previously promised to her by one of their own agents. It seems fair to me, but I guess we will just be disagreeing on this matter.

OP - Please keep us posted. My fingers are crossed that it will all work out okay for you!

 

[cathicool]

OP....did your cabin come back into inventory after midnight? We all want to know!

 

[seaprincess]

Thank you for your support and kind replies. I did check after midnight and periodically today with no luck. Seems that the only staterooms available for Handicapped Accessibility at this point are Cat. 4 or Suites which are a bit out of my price range. I did speak to DCL last evening and am told that I would have to wait until their Inventory Control Department came back after the holiday to see if that room might still be available. So I will update the thread once I hear back on Tuesday.

Have a nice evening.

 

[Zeppelin]

Wow. I respectfully disagree with your apparent belief that the blame lies solely with OP. She relied on an agent's representations to her detriment. I don't believe OP is asking for "special consideration." It was my understanding she was asking DCL only to do what had been previously promised to her by one of their own agents. It seems fair to me, but I guess we will just be disagreeing on this matter.

OP - Please keep us posted. My fingers are crossed that it will all work out okay for you!

i agree 1000%- but i also agree that if you ask 10 different CM a single question you could get 12 different answers as i've experienced it myself....hence if they tell you something out of the ordinary or are okaying a special request you best get a pen and paper to write down the name of the person you spoke with and the time you spoke with them...

 

[WeLoveDisneyAlways]

i agree 1000%- but i also agree that if you ask 10 different CM a single question you could get 12 different answers as i've experienced it myself....hence if they tell you something out of the ordinary or are okaying a special request you best get a pen and paper to write down the name of the person you spoke with and the time you spoke with them...

Very true it took me 3 attemps just to have Resort to cruise / cruise to resort transportation added to my cruise they kept putting airport instead of hotel

 

[sesame_123]

The CM was either misinformed or made a mistake entering the extension.
The point of my post was the OP suffered no damage by being given incorrect info. She did not have her deposit ready on the due date and would have lost the room anyway if the CM had told her NO extension. There has to be a cut off point or these rooms would be held up forever. Five days is more than generous to hold a room for someone.
I would be grateful for leniency and I would be upset if I was in OP's situation but I would also realize it was ALL my fault and let it drop not write letters and hope to get upgraded as others have suggested.
I hope she gets her room back but I do not see where DCL owes the OP any special consideration.

But the CM did give her the extension. We do not know that if he would have said NO extension that she wouldn't have been able to come up with a different method of paying the deposit. Like asking a friend to loan it to her or a family member to pay it and she would pay them back. Niether of these things would be the top choice for me. I would have been thrilled to hear that I could get an extension and not have to beg from family.

This comes back to the CM helping her out and then because of his/computers failure, her being without her room. It is not her fault and she has a right to be upset with the system. I agree that DCL does not OWE the OP any specail consideration, but I feel the right thing to do would be to try to correct the wrong done by the company and offer some assistance.

 

[grits98]

i agree 1000%- but i also agree that if you ask 10 different CM a single question you could get 12 different answers as i've experienced it myself....hence if they tell you something out of the ordinary or are okaying a special request you best get a pen and paper to write down the name of the person you spoke with and the time you spoke with them...

I agree with you, too! When calling any company's customer service for help, it has become a habit of mine to document the representative's name, day, and time of call. I've learned the hard way that this information is precious!

 

[jdb in AZ]

I agree with you, too! When calling any company's customer service for help, it has become a habit of mine to document the representative's name, day, and time of call. I've learned the hard way that this information is precious!

Hey grits 98, Love your Avatar. (Yes that comment is off topic.)

 

[Suz D]

She did not have her deposit ready on the due date and would have lost the room anyway if the CM had told her NO extension.

And if this would have happened, the OP would not have been posting here. As the OP stated, she was prepared for the CM to say NO and would have lived with that. Because the CM said "sure" she is correct to expect that DCL would abide by that. Please keep us posted OP.

 

[grits98]

Hey grits 98, Love your Avatar. (Yes that comment is off topic.)

At the risk of getting into trouble for being off topic, thanks! It only took me a couple of years of being on the Dis Boards to get one!

 

[justmestace]

Thank you for your support and kind replies. I did check after midnight and periodically today with no luck. Seems that the only staterooms available for Handicapped Accessibility at this point are Cat. 4 or Suites which are a bit out of my price range. I did speak to DCL last evening and am told that I would have to wait until their Inventory Control Department came back after the holiday to see if that room might still be available. So I will update the thread once I hear back on Tuesday.

Have a nice evening.

I'm honestly not trying to be mean, but if you really have your heart set on seeing San Juan, why not cruise on another line? Just saying that's what I'd do.
For me, it's more about the ports, the stateroom and the cost. I've found that a lot of the time, I can get a comparable stateroom for less cost.

 

[Suz D]

OP any news?

 

[Kelsie]

I deal with DCL Inventory issues daily and agree, they can be extremely frustrating and confusing!

I do have a couple of suggestions that may help avoid this type of issue in the future. First, when you select a stateroom and go to the next page, it's true that the stateroom reserves but you can avoid this by going back and changing your stateroom before you exit. Do this even if you have to select a different category. Once you select the new stateroom, the one on hold will release.

Also, DCL's system is programmed to stop selling certain categories when a predetermined level is reached (wish I totally understood this process). While in most cases if you did select the stateroom and exited, it will hold from 20-30 minutes but there are cases where it will never release (until Inventory Control releases it).

My #1 tip is anytime you request a change, hold, etc. with Disney Cruise Line, request that they email you a new confirmation! They can do this in a matter of seconds. This way, you have confirmation that the change you requested was made. If this would have been requested, the OP would have known there was an issue a lot earlier.

I also understand there are some amazing DCL Agents but mistakes happen even with the best of them. In a perfect world, you should be able to make a request and feel confident the change was made but I've learned it's also my responsibility to follow-up to make sure any changes I requested were actually made.

Good Luck! I hope you get this worked out!

 

[mommyz]

OP just wanted to send you some hugs and crossing my fingers as well this will all work out.

My personality is I know there are rules but once they make an exception and agree to it then follow through. I would have been on the phone with a manager and be as nice as possible but make it clear that I am the customer (and for you a very repeat customer) and they need to fix the problem or come up with a resolution.

I also keep a spiral notebook of all CS issues I have with anything. I put the date, time, who I spoke to and as much detail about the conversation. I can't tell you how many times this has saved me. If I can't find my notebook I make a draft email and put all the info.

Either way goodluck and don't give up.

 

[seaprincess]

Hello, I apologize for not posting sooner...

Disney Cruiseline called me on Tuesday and they were able to reinstate my reservation to the original stateroom (#9170) that I had reserved. I was lucky to have written down the DCL CM's name and time of phone call and I am hoping that they were able to speak with him regarding the extension. I was fortunate that it worked out for me and I appreciate Disney's efforts.

Thank you for allowing me to share my story and I am definately happy that it worked out in the end.

Have a nice weekend!

 

[Harlemgirl720]

Hello, I apologize for not posting sooner...

Disney Cruiseline called me on Tuesday and they were able to reinstate my reservation to the original stateroom (#9170) that I had reserved. I was lucky to have written down the DCL CM's name and time of phone call and I am hoping that they were able to speak with him regarding the extension. I was fortunate that it worked out for me and I appreciate Disney's efforts.

Thank you for allowing me to share my story and I am definately happy that it worked out in the end.

Have a nice weekend!

Great news. Glad everything worked out. Its a good thing you wrote that info down.