disney just called;error in their system

[DisneyAlly]

I'd like to give my opinion on this ordeal.

Wouldnt you think:

.....it would be reasonable to say that Disney should know within a day or so that their server that controls bookings (which obviously is directly connected to a large chunk of revenue) went down? If the server that controls production in my company went down, I WILL know about it within a day.

....And if that were true, wouldnt you feel that there would be some due diligence performed to look into it further to determine whether an over-booking condition occurred because of this downed server?

....And if it was determined the problem caused an overbooking, wouldnt you think that Dinsey should have contacted the people effected immediately?

....And if those people who were contacted immediately and notified of the error didnt already book airfare, put in notice to their jobs for vacation, cancel daycare/childcare for the week, etc, that they be given a chance to re-book on a different date or decide just to cancel altogether?

I'm a huge fan of Disney, but in this case, it does seem there could have been some "bait and switch" activity. If they truly discovered the error this late, then more the reason to award a true upgrade due to their mistake. Do they NEED to do it, No, apparently legally not, but should they? In my opinion yes. Disney branded itself on delivering "magic" and they receive a good price for it. For this reason, when they fall short on delivery, they should make good for the people who really feel that they were cheated for whatever reason. It's just not the same to go to check in to the Holiday Inn, and get walked to the LaQuinta across the street, so IMHO, the defense that Hotels overbook all the time should not apply here.

BTW, I travel frequently on business and only had to be moved to a hotel once due to what was explained to me as a unforeseen maintenance problem in the room, and without asking for anything, was given a suite in a hotel down the street which was much nicer than the room I would have stayed in. Their response is that they valued my business and didnt want to lose me as a customer. So go figure.

John

You made a lot of valid points. They had to know this problem earlier and should have contacted affected parties much sooner.

Seems to me they were waiting till 5 days before check in to see if guests on room only rate will cancel before they decide if they are truly overbooked.

 

[Poohbug]

I feel for all you who are getting last minute calls about overbooking. I hope that Disney would at least give the option to cancel without any fees because of their mistake.

When I book Pop, I want to stay at Pop. Being switched to All Stars would be a deal breaker for me and while the preferred room costs more money, it has no value for me. I couldn't care less about preferred rooms and would prefer a regular room.

I would cancel and stay offsite or just go somewhere else where I actually wanted to stay.

I hope everyone gets a room at a hotel that they actually want to stay at.

 

[Lehuaann]

This is certainly a far cry from all the Pop upgrades to 1 and 2 bdrm villa's at SSR/OKW last year. Wonder why they chose not to go this route again?

 

[nurse.darcy]

The simple fact that they are upgrading so many means it is their error. Don't let them bully you and stand your ground. They need to provide.

 

[skater]

I just remembered something. A few years ago, Disney had to cancel our adr's (I think it was Teppan Edo) and as compensation they found us an alternative AND gave us passes for a "special" Illuminations viewing area. This was a small gesture that in our case wasn't necessary, but it thrilled us that Disney cared about us and was still spreading magic. It was great to know that they still cared about customer service. A different resort is a bigger deal than a different restaurant. It would be traditional good Disney service to offer them something. Even a small gesture would make many of the affected people feel better.

 

[CathieArms]

Be careful about being difficult. They can refuse to honor the package alltogether and allow you to book an off-site location. As someone in the industry, and someone that worked at those very resorts and had similar things happen, keep your cool. How much time do you spend in your hotel room? If you are nice you will be rewarded, if you start yelling, etc. you will not be. By booking at Disney you agree that if your original hotel should not be available that you will be moved to a comparable resort. Check the disclaimers because it is there. The All Star Sports is comparable - if not exactly the same just a different theme. If you aren't happy with that solution, get that part of the package back and make your own off-site arrangements. But, the people at Disney are trying to make it work. You have no idea why the rooms are not available. When I was there, we had a guest leave the bath running for an hour and it overflowed and damaged quite a few rooms in the process. So, we had to move people. It wasn't fun, but the nice people of the group got rewarded. This happens everywhere, not just at Disney. Put yourself in their shoes for a few minutes and try to see how unreasonable you are being by being so difficult. Their offer is absolutely reasonable and I can't believe that so many are so upset...it is just a hotel!

Very well said! While I *totally* get why anyone would be upset - I know *I'd* be upset because I don't handle change well - your best bet is to be kind and as firm as you can.

My father and I are both very aggressive/assertive people. The only real difference is in the way we approach a situation. My father will get in your face and tell you what your'e going to do. Sometimes he prevails, but never without a huge fight. I, on the other hand, prefer a softer and less abrasive approach and I almost always am "rewarded" with what I need because nobody wants to be pushed around.

Remember...you'll attract more bees with honey than with vinegar.

 

[pat fan]

Where is the preferred room in All Star Movies?
Fantasia is the preferred rooms at Movies. Calysco is preferred at Music. Surfs up is preferred at Sports.

Toy Story and 101 Dalmamtions are also preferred at Movies.

 

[stepdisney]

When we all book our vacations, we choose. It isn't fair to the OP that all of her/his options have been taken. Even if you call and find out that the resort you want is not available, you have the option to choose another or change, rearrange you dates etc. It seems that they waited until packages were paid in full and flights were booked and paid for before they dropped the news. They should have been given a choice not ultimatums. Sounds too much like take-it-or-leave-it when you can't really leave it especially if you have your flight booked. Stinks to think they took advantage like that and placed you between a rock and a hard place. Not very Disney Like. I would think they would offer you something better because they took something from you, your right to choose your resort. JMHO

 

[smidgy]

5 days out, if you have vacation time, etc it is unlikely they will cancel. So she can spend 5 days being upset and letting it set the tone for her trip, or she can just try to make the best out of it. I agree with you the hotels themes are important. But if she isn't able to stay there her theme has to change.

. Just my thoughts, if yo ugo in upset it won't be great. If you go in with a smile on your face it may just be.

And on the bright side, if they are moving you to the AllStars they are obviously less busy, that is a good thing, right?

great attitude! I hate for them to be so bummed out, and not enjoy the trip.

I agree with this 100% but I would be prepared to leave and have alternate arrangements. While this will not change Disney's mind (they are overbooked and do not care if you walk) you will know that you have a plan and a place to stay even if you cannot work things out. I have not stayed at a value. However, if I were going to I would book Pop based on everything I have read here it is the only one I would even consider.

see, here's where we differ. I would be bummed to NOT be on property. I have stayed numerous times at all 4 values, all 4 mods, once at Wl, once at AKL, once at BWV, once at BCV, twice at Dolphin, once at VEro beach. loved them all,(ok, some more than others)(we like to do split-stays)
our last visit to sports we got to stay with a "lovely" brazilian tour group. yuk! but we do love the surfs up pool. we love music, becasue it is more adult oriented (then, again, the OP has kids, so not a great choice)
when we get to take our grandson, I can't wait to book the Toy Story section of movies!!!

Well we agree there, it would be nice if Disney would offer them something (for me the prefered room means nothing, we actually prefer the non-prefered rooms.) Dinner vouchers, waterparks, anything would be nice and I am surprised that they aren't. I also would be upset to read some are getting great upgrades and others aren't. I was just trying to give the OP who seemed on the fence somet houghts on getting excited about her trip, even with the changes, so it doesn't ruin her trip.I guess I am jsut saying to her to try and not let it ruin her trip before she even gets there.[/QUOTE]

Fantasia is the preferred rooms at Movies. Calysco is preferred at Music. Surfs up is preferred at Sports.

not true anymore. I paid for preferred at movies, and was quite disapointed to be in the dalmations section, parking lot view. parts of touchdown are now preferred, as are parts of the 50's and 70's at pop,. when I complained, I was told "preferred is based on proximity to the food court and buses, NOT the view." this is why I posted, to be sure to insist on the "original" preferred section (the ones you mentioned)

I just remembered something. A few years ago, Disney had to cancel our adr's (I think it was Teppan Edo) and as compensation they found us an alternative AND gave us passes for a "special" Illuminations viewing area. This was a small gesture that in our case wasn't necessary, but it thrilled us that Disney cared about us and was still spreading magic. It was great to know that they still cared about customer service. A different resort is a bigger deal than a different restaurant. It would be traditional good Disney service to offer them something. Even a small gesture would make many of the affected people feel better.

once, on our last day, we had lunch at Teppan Edo. were planning on walking over to yacht and beach club to check it out, then go back to pop for a swim before Magical Express (or, on the trip home, magical depress ) picked us up.

they said we had no credits left. we knew we did. we would not pay with a credit card. I showed the manager our dining printout, with all the credits listed (incl 2 credits for Hoop De Doo Revue). after waiting 45 min. for him to call the resort, he came back and informed us "I know the problem... look here .. HDDR is 2 credits, that's where YOU went wrong. " no, I already pointed that out to you!

I proceeded to recite to him ALL the signature restaurants. had to wait again. finally, after one and a half hours, it was figured out that Capt. jacks' swiped our card twice, because we were nice enough to move from our window seat table to another 2top so a family could sit together.. got swiped twice.
well, now there was no time for anything else and it ruined our last day we had planned.

when we got home we spoke with a disney supervisor, and, for our trouble, we each recieved water park passes in the mail, which we used on a future trip.

 

[padawans]

I can't believe disney isn't doing anything to compensate you guys. A discount, fastpasses, gift card something. That is very bad customer service. I would expect more from disney the so called model for customer service. Imagine the people going to disney for the first time and this happens. Very bad disney.

 

[mazdabug]

Like the OP said earlier. Disney reserves the right to change, modify or cancel reservations at there descretion. They are offering a preffered upgrade. They do not have to even do that. They hold all the cards. They have the legal right to do whatever they like to your reservation. With the exception of The Americans with Disability Act. Under this situation, they would have to offer an equal or higher upgrade.
People, just be happy you get to go. There are alot of folks that cannot afford WDW. Not to mention Some local theme parks in there area.
Heck i was at walmart the other day and a little boy and his mom were walking in the toy section. The kid wanted a pretty cool lego set. Cost was like 80 dollars. His mom said they could not afford that right now. So she told him he could have the 10 lego set. When i was a kid, i love the hell out of lego`s. I felt so bad for the little guy. As they were checking out. i checked out behind them. I stopped the mom and boy and handed him the lego set. The mother was like freaked. I said i over heard her talking to her son. And i felt bad for the little guy. She started to cry. Made my day. Not to mention the boy was on cloud 9
So lets think about that when we are the lucky ones that are going or planning to go. I for one am happy that i am able to go period.
Just my 2 cents worth.

 

[smidgy]

Like the OP said earlier. Disney reserves the right to change, modify or cancel reservations at there descretion. They are offering a preffered upgrade. They do not have to even do that. They hold all the cards. They have the legal right to do whatever they like to your reservation. With the exception of The Americans with Disability Act. Under this situation, they would have to offer an equal or higher upgrade.
People, just be happy you get to go. There are alot of folks that cannot afford WDW. Not to mention Some local theme parks in there area.
Heck i was at walmart the other day and a little boy and his mom were walking in the toy section. The kid wanted a pretty cool lego set. Cost was like 80 dollars. His mom said they could not afford that right now. So she told him he could have the 10 lego set. When i was a kid, i love the hell out of lego`s. I felt so bad for the little guy. As they were checking out. i checked out behind them. I stopped the mom and boy and handed him the lego set. The mother was like freaked. I said i over heard her talking to her son. And i felt bad for the little guy. She started to cry. Made my day. Not to mention the boy was on cloud 9
So lets think about that when we are the lucky ones that are going or planning to go. I for one am happy that i am able to go period.
Just my 2 cents worth.

that was VERY NICE of you!!!!

that being said, the old "be glad you get to go at all!" refrain (children in Africa would be happy to have that food!) is irrelevant. (BTW, legos are ridiculously overpriced). If someone orders a steak , MR, at the restaurant where I work, and I serve them medium well steak, and they complain, should I tell them " a lot of people are going hungry due to unemployment, you should be happy to afford this meal?" or, "you ordered a MR Ribeye, I will give you a MR tbone?"
someone posted on a Disney discussion board about their displeasure, and loking for advice. It doesn't help to try to make them fell guilty about being able to take the trip in the first place. that is besides the point.

 

[Sandisw]

I understand what you're saying, but for us, the resort is extremely important because we plan to spend a fair bit of time there. I think Disney wants us to think of these resorts as a destination - that's part of why they each have a unique theme. So, even though the parks are the same, that's only half of what makes up our vacation .

I also get your point about being lucky to go, but I still disagree. I thank God every time I get to go to Disney and I know we're blessed. I also work hard to be able to go and I expect to get what I paid for. I don't expect Disney to guarantee my happiness , but at least to honor their committment to me.

I am sorry it has happened to you. It has to be difficult to take when you are so close to going on vacation.

However, Disney is really honoring the contract/commitment it made to you. The confirmation tells you that Disney can change your resort if they find they allowed you to book something you should not have booked due to their error.

While it is frustrating and disappointing, they make guests aware well before they have to pay packages in full that this is a possibility.

In reality, most of us probably don't think that it could ever happen for Disney.

I hope that you have a wonderful trip and maybe some pixiedust will happen to you while you are there that will help to relieve some of the disappointment of not getting the resort you chose.

Good luck.

 

[always]

From my last room confirmation -

Disney reserves the right to cancel or modify a room reservation (including after the room reservation has been confirmed) if the room reservation includes or resulted from a mistake or error of any kind, including but not limited to, a mistake or error in the rate, Resort or room type, or where it appears that a Guest has engaged in fraudulent or misleading activity in making the room reservation.

So like it or not, complain or not - they don't have to do anything for you. I'm sorry that it's happened to people and some have been offered upgrades and some have not - there's only so many upgraded rooms to go around.

I do think some of the demands and comments here about what Disney owes people or will have to do for them or whatever are over the top.

But in the end, I hope everyone gets what they need.

I totally agree.

Lots of selective reading going on in this post. This disclaimer is part of the room reservation process. Read carefully people! Disney does not owe anybody anything that they did not pay for. Being bumped is certainly disappointing but an upgrade is not a part of the deal.

 

[summerrluvv]

Aren't they refurbishing a bunch of rooms at Pop? Maybe that is the reason...they expected them to be completed, but aren't?

Do the AS resorts have new flat screens in them out of curiousity?

 

[mazdabug]

True , but Disney has the right to modify, change or cancel the reservation. There is nothing else to argue. they offered them an option. They do not have to accept it. The ball is in the consumers court. So if i go to outback and i order the 12oz special. Then they come back and say sorry sir all we have are the 8 oz and 16oz. Are they supposed to offer you the 16oz at the same price.. They do not have to offer anything.

 

[RescueRanger]

First of all, let me say that I do not have a dog in this hunt (so to speak). As a DVC owner, I don't worry about these things. That being said, I posted on this thread to give my support to the OP and anyone else who may be getting the short end of the stick on this. You plan, and save, and save some more to take your family on a special vacation and then a week before you arrive, Disney throws you a curveball. Legally Disney has the upperhand; however, from a customer service standpoint they are messing up big time. If they truly don't have rooms at the higher levels to move people, then at the very least there should be some other form of compensation: a gift card, a discount, fastpasses, or something. To those of you who think it is OK for Disney to move them to just another value resort because "that is all they paid for", I have a question for you. How would you feel if Disney handled all of the reservations this way? For example, what if you could no longer reserve a specific resort, but instead could only reserve a resort category? You could choose Value, Mod, Deluxe, or Villa. Then a week before you arrive Disney sends you an email telling you what resort you are "assigned" to. My guess is that probably would not be acceptable with you, so why should it be acceptable to these unfortunate people?

 

[DisneyWisher]

I like all the Values for different reason, I won't get into the great bus debate because no resort has the perfect bus system.

But I don't feel at the present time Pop for ASMo is comparable and this is based solely on the room. Why? Because ASMo hasn't been refurb'd the only one out of the 4 values that hasn't. Pop has newer beds and tvs. New carpeting, new bedspreads, newly painted. How do those compare to a resort that hasn't in almost 10 yrs. I would say if you have to give me a value resort I want Music. Refurb'd a couple of yrs ago but with the pool activites and pool side movie every night at least that's a plus.

 

[mazdabug]

Once again disney offered them compensation. They just did not like it. Disney does not have to offer anything else. Once again the ball is in there court. If they want to accept the offer or change there plans all together.

 

[Lehuaann]

I think some Pop guests (like the OP) feel that they are being bumped backward instead of forward. I personally wouldn't want to stay at any Allstar resort. Shared buses, not! If I booked Poly and Disney tried to walk me to a unappealing DLX I would be upset too.