disney just called;error in their system

[always]

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?

Errr...isn't this how priceline works? Based on the amount of money Priceline is able to spend on TV ads it appears some people are totally fine with this system.

But alas, Disney is not Priceline and this is not the same situation at all...

 

[ellie'smom]

ASMO is the worst resort I have ever stayed at. I wouldn't stay there if it was free ever again. I had a so called preferred room too in the dalmation area. POP is far superior to ASMO, you cannot state resorts at Disney are comparable to each other especially the values, they are themed so differently.
Quote:
At last someone says it like it is.
Stayed at an All Star resort two years ago and it was a disaster, sent Disney a 7 page single spaced letter about that God awful pit they call a hotel. Flame away, you all know I'm telling the truth. Let them know that you will not be moved from Pop and they will have to move someone else who made and paid their reservations after you did.

 

[RescueRanger]

Errr...isn't this how priceline works? Based on the amount of money Priceline is able to spend on TV ads it appears some people are totally fine with this system.

But alas, Disney is not Priceline and this is not the same situation at all...

Oh, I can see some bean counter at Disney reading this going, hey that isn't a bad idea. The next thing you will see is Disney doing a survey that asks you if you would be willing to let them pick your resort for a slightly discounted rate.

 

[catne]

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?

Errr...isn't this how priceline works? Based on the amount of money Priceline is able to spend on TV ads it appears some people are totally fine with this system.

But alas, Disney is not Priceline and this is not the same situation at all...

BINGO! Rescue Ranger has a great point...and great follow-up by Always. Your big discount on Priceline & similar on-line travel sites is partially based on the notion you're settling for what's available.

Not so at Disney...we're booking specific resorts, and all of the resorts are not the same. We are definitely choosing based on many factors, including specific types of decor, location, restaurants available, bus/transportation service, etc. I would be royally P-O'd should my reservations for POFQ magically transform into CSR or CBR. We love POFQ but would not stay at the larger mods.

 

[MFLetou]

Disney released its financials yesterday---as has been the trend, Parks and Resorts was the weak spot. Attendance was down and revenue was down even more.

The application to this--Disney can't afford to be arrogant. Its an EXPENSIVE trip. You can go halfway around the world for what it costs to bring a family to Disney. Universal is aggressively going after Disney.

Disney has to separate itself. They way they've always down that is in the way the way they treat people and the pride in their parks and resorts. I've sensed that slipping for some time now. This particular case is another example. If Disney wants to get off on a technicality, then fine--that is their legal right. But from a customer service perspective? That's a disaster. If you can't accomdate these people at an upgraded resort, then pay for their park passes, or give them free accomodations next...do something. That is the norm for the service industry--United Airlines can bump me from a flight--but when they do, I know I'm getting a voucher worth hundreds and a seat on the next flight. The entertainment side of the travel industry is an even for fickle beast.

 

[PrincessArlena'sDad]

This is how I look at this situation:

First, did Disney overbook on purpose, ala bait and switch, or was it an error (human or computer, it doesn't matter)?

I find it very unlikely it was intentional: first, no one has posted about anything like this happening before. Also, POd people spend less money while there. Third: almost all people, at time of booking, if POP was not available, would book at an all star. I think it's very safe to say that the money they may lose from unhappy customers is far less than the money from people who would not have booked at all if POP wasn' available.

Also, quite a few people are being bumped to a mod. Not a bait and switch move.

So, overall: this much of an overbooking was due to error (computer or human, again, doesn't matter).

When did they realize they had a problem? Chances are they didn't realize it until they started assigning rooms, which is about 10 days in advance. Then, they try and figure out what to do, which takes a few days. So, at about 5 days out, they come up with a plan, and start calling people. This is what happened.

They really do want customers to be happy (for repeat business, referrals, and happy customers spend more). So, they move people do different resorts, with upgrades where possible.

Some people got CR. Others got preferred at all stars. This is free dining, and 40% off. Resorts are packed. There isn't enough room for all 400 people in mods and deluxes.

What is a bumped person to do? They can't stay in a resort with physically no space. So, accept what is offered. And, if you feel it isn't enough: be polite, but you CAN ask for more, just be resonable.

For instance: DD really had her heart set on POP. Is there anyhing Disney can do to make it up to her? Suggest a gift card maybe?

ALWAYS REMEMBER: the CM you are speaking with had NOTHING to do with this problem, and the nicer you are to the CM, the more they will probably be willing to help you.

 

[parkers*momma]

So sorry this has happen to the OP and others. I personally would be calling and calling until someone heard me as I would be completely upset also. We have stayed at all the values and the reason we keep returning to Pop is not only is it the nicer of the values (IMO) but no sharing buses! I have horror stories of the busing..the terrible PREFERRED room at Movies, and like many others. I DO plan my vacation around our resort. Our non park days and our parks days. So if comeone threw a kink in those plans a week before I arrived...My OCD would kick into overdrive and I would be freaking out.

To the OP and the others who have been offered this *DEAL*, I feel for you! If the higher ups from Disney..who just happening to be reading this. Please wake up! It's called customer service. This is crazy.

As one who had paid their Deposit in September 2009 and paid their finally payment 6 months ago...I would be spitting carpet tacks about now if this happen to me. Especially knowing that WDW has been using that $3000.00 for 6 months and then changing the playing field in the last 5 days.

 

[BillSears]

...Third: almost all people, at time of booking, if POP was not available, would book at an all star....

Actually for me if POP wasn't available I'd move up to a moderate if I could afford it or just not go if I couldn't afford upgrading. All Stars would not be an option. I've stayed at the All Stars and I'd rather stay off-site.

 

[yellowlabforever]

Yes, it was an error (or bait-and-switch...) on Disney's part. Yes, you did not get what you wanted. But at the same time, Pop is not its own category. Pop is still in the value resort category. Though they may not be similar in quality, Disney still considers them similar. Take what you can get. Who knows? Maybe something better at a mod or a deluxe will pop up. Also remember one thing: Be kind! I'm agreeing with the PP and saying that it is not the person on the phone's fault. They're probably getting lots of angry customers calling them and they are not having a pleasant day most likely. So, be nice. Accept the move (even though its to AS) and maybe some Disney Magic will come your way. You never know what might happen.

 

[parkers*momma]

FOOD FOR THOUGHT:

In the past two years, Disney sent a select few emails offering upgrades to MOD. Boy, I can remember how PO some dis'ers were because A) they didnt get the offer, B) got the offer and it was over by the time they got home, and C) ppl calling and complaining hoping to get an upgrade and getting it.

I wonder if WDW is trying this tactic this year to see how well it is precieved as the previous way wasn't working. Calling individuals with an equal resort and when guest don't accept (or push) Disney upgrades them in whatever resort that isn't filled and probably won't be filled in the upcoming week.

I think I would rather see them do as they did last year and for those select few who do get the *golden* email than to read all the disappointment I've read from DIS'ers who has had a kink put in their plans.

 

[parkers*momma]

actually for me if pop wasn't available i'd move up to a moderate if i could afford it or just not go if i couldn't afford upgrading. All stars would not be an option. I've stayed at the all stars and i'd rather stay off-site.

totally agree!

 

[baler31]

totally agree!

I agree, we have certain resorts we select and if they are not available we stay offsite. The only times I would not do it are Christmas and
Spring Break and we would not go then anyway.

 

[dclfun]

I much prefer ASMu to Pop. The rooms/beds are nicer and there are family activities. The atmosphere is what makes the difference to me, and also having multiple busses. Pop is being renovated. Would someone prefer to stay there if they knew they were getting a shabby room with a saggy bed? If the OP declines the offer to move to the All Stars, then she'll stay at Pop and another family will be contacted. There is no other offer and Disney doesn't want to play games right now- they need to move people quickly and aren't going to bargain with people. Being demanding won't get anyone anywhere when the contract clearly states that a resort can be changed at Disney's discretion. What if there were a fire, or a number of rooms became unavailable due to a wiring or plumbing issue? People would have to be moved. Not that it has anything to do with the OP's situation, I also remember two years ago when there were the free upgrades to OKW/SSR. People read about it here but hadn't gotten the email, called and lied about it ( "I had the email but lost it!" ), called back and demanded a one-bedroom villa when they had a studio but found out others had a better room. Once someone hears that anyone got something more than they did, then they are unhappy. It's human nature. Offering upgrades opens up a can of worms, and I'm not saying anything at all about the OP and this situation, but in general Disney CANNOT make everyone happy in these instances. If I were the OP and I had my heart set on Pop, then I'd decline the offer to upgrade to preferred at the All-Stars and they'll move another family instead. If they need to move 400 rooms, can you imagine if each family wanted to negotiate which resort they want, how much of an upgrade, any extra perks, etc. that they feel they are owed, and who then will call back if they read here that someone else got *anything* more?.---Kathy

 

[JellyBeans]

Can't help but feel sorry for OP. Throwing lots of pixie dust your way and hoping you will get to stay at the resort of your choice. Hate to see this happening to 400 families.

Agree with posters who said Disney should at least compensate in some way - maybe fastpasses (they don't cost anything to Disney, do they?) In other hotel chains, I have always been bumped to better rooms if they are overbooked.

 

[sndral]

Like RescueRanger posted, I don't have a dog in this hunt, however, I do have some observations.
How very disappointing that Disney has chosen this approach.
One PP said they were told 100 overbooked rooms, another 400 overbooked rooms. YIKES, that's a lot of spare rooms to find. Can they really be that incompetent? Sort of makes you wonder how incompetent they are in other areas.
Disney has priors for overbooking POP during free dinning - in 2007, they offered upgrades to SSR/OKW to those affected.
Disney's own records probably show that POP is the most coveted value, & books up first. Thus any claim that POP is equivalent to the other values can probably be disproved by examining Disney's own records. Moreover, the mere fact that there are rooms available @ the other values suggests that they are less desirable.
Disney's boilerplate legal disclaimers will not absolve them of liability if it can be shown that they willfully breached their contract with the guest.
Frankly, I am surprised that Disney is offering so little compensation, given their potential legal exposure, not to mention several hundred unhappy guests, a potential PR nightmare, when it all could be avoided by offering a gift card, an upgraded park pass, etc. You have to wonder who's asleep @ the wheel in legal and marketing.

 

[nurse.darcy]

I am sorry folks, but if I book a vacation at say Beaches in the bahamas and pay for it, I don't expect to get bumped for ANY reason. You can all say that Disney offered them a change that was comparable and that is that, but not so. Disney has just as much obligation to keep them in their same room as any other resort operator. It is unacceptable for Disney to bump anyone to another resort just because they have 21 resorts on property. I would not accept a bump and neither should the OP if the bump is not acceptable to them. Disney should not be granted leeway and exceptions just because they can.

Unacceptable.

 

[maxiesmom]

I am sorry folks, but if I book a vacation at say Beaches in the bahamas and pay for it, I don't expect to get bumped for ANY reason. You can all say that Disney offered them a change that was comparable and that is that, but not so. Disney has just as much obligation to keep them in their same room as any other resort operator. It is unacceptable for Disney to bump anyone to another resort just because they have 21 resorts on property. I would not accept a bump and neither should the OP if the bump is not acceptable to them. Disney should not be granted leeway and exceptions just because they can.

Unacceptable.

Actually, if you read the fine print, all your resevation gets you is a room on Disney property. They have no legal obligation to see that you get a room at the resort for which you made your reservation.

I totally understand not wanting to change resorts. I would be angry too. But if the resort is that over-sold, what do you want Disney to do? Set up tents in the Pop parking lot?

It sounds like a huge problem, and unfortunately, some people will not get to stay at the Pop who really want to. But yelling that you demand a room there when none are available is not going to do you any good. Time for some people to put a smile on their face, and deal with this upset the best they can.

Or if going to a different resort will really ruin your vacation, maybe you need to think about rescheduling.

 

[PixieDustandEeyore]

Actually, if you read the fine print, all your resevation gets you is a room on Disney property. They have no legal obligation to see that you get a room at the resort for which you made your reservation.

I totally understand not wanting to change resorts. I would be angry too. But if the resort is that over-sold, what do you want Disney to do? Set up tents in the Pop parking lot?

It sounds like a huge problem, and unfortunately, some people will not get to stay at the Pop who really want to. But yelling that you demand a room there when none are available is not going to do you any good. Time for some people to put a smile on their face, and deal with this upset the best they can.

Or if going to a different resort will really ruin your vacation, maybe you need to think about rescheduling.

Some people only have a certain week due to jobs so rescheduling isn't an option. And they paid in full for what they wanted so it can ruin their vacation as they were paid for etc. For example someone mentioned the deluxes... if I paid for the Wilderness it got overbook and I got switched to AKL (comparable price wise) I'd be mad and it would ruin my vacation as I dislike AKL (no flames please just not my thing plus WL has the boat etc)

I find there is a huge difference between ASMo vs POP but thats just me!

 

[sjs314]

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.

 

[kaytieeldr]

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.

Well, okay... something went wrong and Pop Century got overbooked by at least 400 rooms the week Free Dining starts.

I'm a huge fan of Disney, but in this case, it does seem there could have been some "bait and switch" activity.

No because people misuse or misunderstand bait & switch constantly. This is not that. Nothing of X value was advertised or promised only to find, on arrival, that X doesn't exist or there was only one of X and so, here, you must instead purchase or accept Y at this [much/relatively] higher price.

There was a mistake made somewhere but it's not intentional and it's not bait & switch or any other scam.