disney just called;error in their system

[luvthemouse71]

Is the issue with the substance of jeepchick's point, or just the fact that she said it "out loud"?

People are way too angry these days. There's righteous, firm complaint, and then there's being a nasty jerk. Sometimes, acting like a jerk has consequences - and it should.

Everyone should be civil, as a minimum standard of conduct.

I agree. People lose their minds when they're at WDW..stuff they'd never do at home, they feel is perfectly acceptable on vacation, because it's Disney.

To an extent, Disney created the monsters themselves, by kissing the butt of every disgruntled customer, no matter how unreasonable the request. So, you have CMs on the front line that have to deal with some really crazed people. Yes, customer service is their job. Taking outright abuse is not.

 

[JerseyJanice]

Maxiesmom, I'm quoting myself here:

I disagree. Pop was opened in December 2003, and the All Stars Sports and Music date back to the early 90s. Many of Pop's rooms were just renovated this past spring--brand new carpet and beds, and fresh paint. The rooms in the All Stars Music and Sports were last renovated when? 2005 or 2006? And an old room at the AS Movies, opened in 1999, in no way compares to any room at Pop.

Where did I say that all of Pop's room were renovated? I think it's pretty clear that I said "many" not all.

Maybe the "new" (from 2006?) Sports and Music rooms are great. I wouldn't even know since I've never stayed at either resort.

I have stayed at Pop the past two summers, and I was very satisfied with the condition of both rooms we received. If I receive either of those rooms again, I will be a happy customer.

 

[crabbie1]

Jersey janice They can try but booked in my DBF name. I hope they are not that spiteful especially to guests that dont shout and cause a fuss.I am sure there are grumpy CM's as well and I always seem to get the one thats having a bad day or had a rude customer before me. As long as I get what I booked I wont worry.I do feel sorry for people that have booked a resort and have been told they will be moved though.A lot of planning goes into our holidays and a lot of money so it is understandable.I am just one who accepts whats given (within reason of course) but I can fully understand peoples quarms. I am a nurse in a ED department and deal with all sorts,polite rude nice, etc. I try and do my best for patients but sometimes it is never enough.Smile and move on thats what I do.

 

[averysmom]

You're free not to "buy it", but as a reputable hotelier, Walt Disney World wouldn't and doesn't intentionally oversell a hotel by FOUR HUNDRED rooms intentionally to 'lure' people in. When a hotel doesn't have room nights available, that hotel isn't (ordinarily) available for booking.

Nope - they did it last year during Free Dining - they oversold a bunch of rooms at Pop (I'm not sure how many - but you can check all the threads from back then) and upgraded those ppl to SSR and/or OKW. Some ppl were getting one bedroom villas (with the daily maid service).

The only difference this year is they are bouncing the oversolds into All Stars.
Looks like SOP for FD at POP.

 

[maxiesmom]

There have been at least 10 posts in this thread explaining very very clearly why Pop is different enough from the All-Stars for people to like one, and not like another. You even mention one of the very good reasons yourself... location.

I understand that. I was trying to explain why I disagree with the posters who thought comparing the Pop to the All Stars was like compaing the Poly to the AKL. The All Stars and Pop are more similiar than they are dissimilar. There is a world of difference between the Poly and the AKL.

Just trying to point out that if having a newer room is one reason you want to stay at the Pop, you may actually be better of at the Sports or Music. You have no way of knowing ahead of time that you are indeed getting a newer room at the Pop.

Can we now get back to the topic at hand, which seems to be how some evil CMs are going to cancel everyone's ADRs?

 

[crostorfer]

You know I'd be a lot more willing to believe that this was a mistake on Disney's part if this did not happen repeatedly at this time of year. A quick search showed many threads from last July/August--here's just a sample:

http://www.disboards.com/showthread.php?t=2237355&highlight=pop+upgrade+to+ssr

I can't find anything from 2008 but here's an example from 2007:
http://www.disboards.com/showthread.php?t=1477568&highlight=pop+upgrade+to+ssr

It seems to me that with the changes to free dining, they're no longer moving the overbooked guests to DVC but have to keep the guests at a value for the QS dining plan.

It's hard to give Disney the benefit of the doubt with that server story when the same thing happens over and over again. They overbook during free dining. This is just the first time that they haven't compensated guests with a better room.

And, yes, I'd be ticked, too, if I didn't get the resort I'd paid for. Probably ticked enough to cancel depending on what they were offering. Sounds like the perfect opportunity to try Universal.

In the immortal words of that dude from Laugh In who used to hide behind the fern......
"Very Innnnnnnnnnnnnnnnnnnnnteresing"

 

[JerseyJanice]

They can try but booked in my DBF name. I hope they are not that spiteful especially to guests that dont shout and cause a fuss.I am sure there are grumpy CM's as well and I always seem to get the one thats having a bad day or had a rude customer before me. As long as I get what I booked I wont worry.I do feel sorry for people that have booked a resort and have been told they will be moved though.A lot of planning goes into our holidays and a lot of money so it is understandable.I am just one who accepts whats given (within reason of course) but I can fully understand peoples quarms. I am a nurse in a ED department and deal with all sorts,polite rude nice, etc. I try and do my best for patients but sometimes it is never enough.Smile and move on thats what I do.

I work in the transportation department of county special education administration. It is rare to get through a day without a frustrated parent screaming at me. I just figure it's part of my job, and I don't take it personally.

Many of us have jobs dealing with the public--it's not just CMs who do. I find it galling to have one come on a thread about a Disney error to threaten us with ADR cancellations if we're not polite.

 

[YanksWinAgain]

Always found that it is better to be nice and understanding when dealing with customer service folks. Typically the person you are speaking to had less than zero to do with the problem. I have seen people screaming at gate agents at the airport about airport delays when the "light show" from the storm outside was like the 4th of July.

I work in the transportation department of county special education administration. It is rare to get through a day without a frustrated parent screaming at me. I just figure it's part of my job, and I don't take it personally.

Many of us have jobs dealing with the public--it's not just CMs who do. I find it galling to have one come on a thread about a Disney error to threaten us with ADR cancellations if we're not polite.

JJ... I can't imagine the stuff you probably put up with... we have what seems like dozens of school transport vehicles going to one of the schools in our Bergen County, NJ town (hearing impaired program)... must be tough to coordinate - and that's just one town!

 

[JerseyJanice]

JJ... I can't imagine the stuff you probably put up with... we have what seems like dozens of school transport vehicles going to one of the schools in our Bergen County, NJ town (hearing impaired program)... must be tough to coordinate - and that's just one town!

I don't have an easy job, but on the plus side, it's never boring.

 

[mountdew1]

First, to the OP, glad you got it resolved to your liking.

For all the people who don't think it was a server issue, speaking from an IT standpoint, it completely could be. I can pretty much guarantee that WDW has many many servers that run their booking and reservations system. And most likely, multiple servers that handle the same area, say 2 handling reservations at POP (over simplifying it here, but roll with me). Those two servers both need to know exactly what the other has already booked, in IT terms, the data needs to replicated or synced. If one of the servers gets out of sync, the other one won't know that they both just booked the same room. Think of it this way. You have a calendar on your wall at home, and one in your purse/briefcase. For a week you book stuff in your personal one, and your SO books stuff in the one at home. Then when you go to match them up at the end of the week you find that you both booked a dinner with 2 different people Friday night. The same thing can happen with servers. Now I don't know if that is the full story, as even 100 bookings being done with out of sync is alot for the server admin team not to notice, but it is possible. Not a conspiracy, but blame Microsoft. ; ) It happens.

This thread has really made me stop and think about Disney's reservation system, something I never gave a second thought to once I had my room booked at the resort of my choice(after much thought and consideration)Call me nieve, but it never occured to me that Disney overbooked, the room I just reserved and recieved a confirmation for maybe is not "really" available at all and Disney just took my $$$ and will hold onto it for months, money I gave freely in good faith and yet might find out at a later day I gave them the $$$ for nothing other than the priviledge of staying somewhere on site depending on some over booking error on their part.

I think perhaps Disney needs to change their cancelation policy, looking at my reservation confirmation I can cancel as late as 5 days before arrival. Perhaps they need to change that to 30 or 45 days and stop the overbooking that way they will have the canceled rooms cancelation fee of one nights rate and most likely will still be able to rebook that room to someone else as not everyone reserves months and months in advance.

They do currently have both deadlines for cancellation. Package bookings need to be paid in full and cannot be canceled less than 45 days out. Room only bookings are first night deposit, and can be canceled up to 5 days out. Rooms done online have different policy, I don't remember what off the top of my head.

I am sorry for this happening to you I would be upset myself. My question is how do they pick someone to move resorts? Is it someone that just recently booked? Is it someone that has not done the online check in? Is it someone that has just a room package? Or someone that is not staying long? Good luck and I hope it all works out for you.

Remember that it all depends on when exactly they are overbooked. If it is sat Fri-Sun, they need to find reservations that cover this entire span. If they can't find someone that covers, they then need to find two that cover it, and move both. Not nearly as easy to do. That could easily account for "400" overbookings, when it really is only say 200.

Boy did I just get nervous! Reading these posts with our upcoming trip had me feeling a little uncomfortable. So...

I called the PC Resort main line just to confirm that my reservations from 8/17-8/26 are still in place. I told them that I heard a rumor that things were moving around for some people. They had no idea what I was talking about. So the call got escalated to the "Room Assignment Center" where I talked to someone who asked me a few questions - where did you hear this? Did you read it online? Where did you read this? Then I got transfered to "IT" who asked me a few more questions and then said that I am confirmed at POP and that the resort is not making calls of any type at this time. They said that it must be the CR doing it.

Interesting - I talked to 4 different people. They all seemed worried...

In some cases, reservations aren't loaded into the computers at the resort until 5 days or so beforehand. You have the reservation, can do stuff with it through CRO, but the resort itself doesn't have any idea about you until just before you arrive.


I understand that some people wouldn't be happy about being shifted to another value hotel, or any hotel if they were set on a given one. But they cannot make rooms appear out of thin air. It sounds like they are trying to take care of it in advance, and that way you know where you will be, instead of showing up and being walked to a different hotel. Not ideal, but better than it could be.

 

[ppony]

I felt like I needed to post both of Jeepchick's posts in full as they have been quoted out of context by others to help them make their own points. During this same time, they tried, judged and crucified Jeepchick as if she was cancelling ADRs herself when she said she wasn't from the start.

In my opinion, Jeepchick's posts were to remind us that this is all out of our control. Even the CM you might get is out of your control and not all CM's are cut from the same cloth. As much as we'd like to believe that all Disney CM's (or anyone in the service industry for that matter) is above reproach, many are and if you make them upset they might (and probably have) do things to make your trip a little less than magical. I don't think it's right. I don't believe that Jeepchick thinks it's right, but it does happen like it or not.

I'm sure the CM's want to make everything perfect for the guests. They'd love to keep your Pop reservation, but they can't. They'd love to upgrade you to the Cinderella Castle Suite, but they can't. My understanding from the posts was that she wanted to simply point out that if your unkind to the "wrong" CM, that something could happen.

And yes, I believe her comment was a joke (i.e. sarcasm) when she stated:



Again, this is pointing out what can happen, not what she believes is right.

Sorry for the diatribe, but I felt emphathy for Jeepchick as she was just the messenger. Please don't shoot the messenger if you don't like the message by quoting out of context and attacking her personally.

Now back to whatever topic we're on now in this thread....

I'm in awe of CMs anyway. Especially those w/ daily guest contact. I simply couldn't do that job but am glad they are there to do it! They are human too.

 

[sam_gordon]

You must be reading a different thread than this one because I don't see where anyone suggested going ballistic on the CMs because of this situation.

Did you read the earlier pages? They were filled with guests who felt those bumped are ENTITLED to a mod/deluxe/DVC, and if that didn't happen THEY would cancel their vacation! Others said they would be FURIOUS and would not except anything LESS! Others seem to think this is a grand conspiracy for Disney to get more people to stay at the hotels.

I did see jeepchick say that you can get more flies with honey than you can with vinegar. Duh! As we've never heard that saying in our entire lives.

Again, you must not have read the entire thread. A number of people (me included) THROUGHOUT the thread have suggested be calm and polite when trying to handle this with the CMs. And yes, we have heard that saying our entire lives. That doesn't mean everyone follows it and shouldn't be reminded.

The error--unintentional or not--is Disney's error (read the thread title). It's up to them to make things right.

Yup. And they're trying to (hence the moves to AS). If they weren't trying to make things right, they would just say "sorry, here's your money back."

I work with the public myself, and I'm sure that many guests are absolutely HORRIBLE. However, I do think it's bad form to point out that fact on a thread about DISNEY's error.

Did you read the post I was replying to? If you read everything in context (hard in this long a thread, I know), maybe you'd understand why I pointed it out.

I can tell you that when I show up there next week, if I don't get the room at Pop I reserved last year, I will stand my ground--politely, but very firmly. I do not consider any room at the All Stars to be equal to a room at Pop, and I will not accept a move to the All Stars without decent compensation.

Out of curiosity, what will you do?
CM: "Sorry, Janice, we don't have any other rooms except at the AS".
JJ: "I know you have upgraded others, I want to be upgraded."
CM: "I'm sorry, we've used all those rooms. The only ones left are at AS"
JJ: ???

Some people have reported being upgraded to better resorts, but I haven't seen anything else mentioned. Of the options you just mentioned, a gift card is the only thing I'd accept.

Again, or else what? You would let a hotel move cancel the vacation you (presumably) have been planning months? That's well within your right, and if that's what you want to do more power to you.

What I and others have been advocating is be calm and reasonable (which you say you will be), and if things don't work out the way you had it planned, make the best of it.

I've said it before and I'll say it again... yes, I would be PISSED if this happened to me. Would I let it RUIN my vacation? Nope. In the grand scheme of things, having a hotel room switched on me is a minor problem.

 

[kaytieeldr]

I still haven't heard an answer for those who say "INSIST on an upgrade" what should happen if an upgrade isn't AVAILABLE. I know the OP didn't do that, but there were plenty on here advocating that she did.

I can tell you that when I show up there next week, if I don't get the room at Pop I reserved last year, I will stand my ground--politely, but very firmly. I do not consider any room at the All Stars to be equal to a room at Pop, and I will not accept a move to the All Stars without decent compensation.

I'm genuinely curious why you don't consider a 66.67% chance of a renovated preferred room at an All Star resort (and a 100% "chance" of a preferred room there) to be at least equal to an approximately 50% chance of a renovated standard room at Pop Century?

 

[badblackpug]

There have been at least 10 posts in this thread explaining very very clearly why Pop is different enough from the All-Stars for people to like one, and not like another. You even mention one of the very good reasons yourself... location.

Yes they are different enough that people prefer one over the other. I prefer ASMu over ASSp. Because I like the decorating better. However, the amenities are the same and the rate is the same. From a WDW standpoint they are the same category hotel.

Poly and AK may both be deluxe, but they are not priced the same. Poly offers better amenities. Proximity to Epcot and MK and the monorail. These added amenities make it more expensive, therefor, according to WDW, a different category of hotel.

Whether you prefer Pop to All Star is a matter of taste, but in WDW's eyes Pop and All Star are lateral moves based on the fact that the nightly rate is the same.

 

[kaytieeldr]

Nope - they did it last year during Free Dining - they oversold a bunch of rooms at Pop (I'm not sure how many - but you can check all the threads from back then) and upgraded those ppl to SSR and/or OKW. Some ppl were getting one bedroom villas (with the daily maid service).

The only difference this year is they are bouncing the oversolds into All Stars.
Looks like SOP for FD at POP.

Years past, too - always later in the promotion, though, more around Labor Day week/weekend - but there hasn't ever been one IOTA of complaint about it. Some envy, sure. Some disappointment from Guests who weren't upgraded. But not one person who planned their vacation down to the tiniest detail minded that they were upgraded. It's only when Walt Disney World needs to sidegrade Guests that there seems to be so much concern, worry, disappointment, or even anger

 

[mickey2000]

Yes they are different enough that people prefer one over the other. I prefer ASMu over ASSp. Because I like the decorating better. However, the amenities are the same and the rate is the same. From a WDW standpoint they are the same category hotel.

Poly and AK may both be deluxe, but they are not priced the same. Poly offers better amenities. Proximity to Epcot and MK and the monorail. These added amenities make it more expensive, therefor, according to WDW, a different category of hotel.
Whether you prefer Pop to All Star is a matter of taste, but in WDW's eyes Pop and All Star are lateral moves based on the fact that the nightly rate is the same.

Sorry They Values are not priced the same . tax, which is 12.5% for most resorts, 13% for the All Star Resorts !

This means POP saves you $$$$$
Does this mean AS is an upgrade !!

 

[maxiesmom]

Sorry They Values are not priced the same . tax, which is 12.5% for most resorts, 13% for the All Star Resorts !

This means POP saves you $$$$$

Tax is not the same as what Disney charges for a room. That difference can be blamed on the different areas the resort is in. It is not a difference in the base price. Disney prices both the All Stars and the Pop the same.

 

[mickey2000]

Tax is not the same as what Disney charges for a room. That difference can be blamed on the different areas the resort is in. It is not a difference in the base price. Disney prices both the All Stars and the Pop the same.

Guess you didn't see my three smile faces that winked !!
Were ALL so serious .........

 

[sam_gordon]

Sorry They Values are not priced the same . tax, which is 12.5% for most resorts, 13% for the All Star Resorts !

This means POP saves you $$$$$
Does this mean AS is an upgrade !!

I laughed!

 

[maxiesmom]

Well, staying at the Pop does save you a little money.