disney just called;error in their system

[kaytieeldr]

OP, I would stay offsite over ASMO any day. You need to call back and tell them servers do not cause over booking, servers stop working and they don't accept reservations if they are not working. Other issues may occur to cause problems with their systems, but the server excuse is misleading.

Um, okay... but what, exactly, is the point of telling a front line reservations Cast Member or their supervisor this? It's not going to change the fact that somehow the resort got drastically oversold, or that there don't seem to BE, at least as of yesterday, upgrade-available rooms available at moderate or deluxe resorts - at least according to earlier posts in this thread?

 

[KELLY]

Does anyone know if the refurb is a contracted job? They may have not overbooked at all. But maybe that job needs to get done. They have been moving a bit slow. But it is kind of hard to finish the job when there a people in those rooms. I'm not saying it is right. I have stayed at the ASMO and didn't really care for it. That is the reason why we would never stay value again. Then we tried pop and loved it. But I would move if need be. Maybe I'm just laid back. DD would be upset since it is her favorite. But that is they way things are sometimes.

 

[sjs314]

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


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.

Correct there was a mistake made somewhere, the mistake being the company policy to repeatedly overbook rooms, relying on the past cancellation percentages and then when those figures change people are inconvienced by not having the resort room they booked months in advance so in a sense do to overbooking it was intentional

 

[DISNEY1975]

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!

I totally agree. Also, some people have already paid their airfare and cant reschedule.

 

[kaytieeldr]

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.

And this isn't just "Disney being Disney". It's a pretty standard disclaimer throughout the hotel industry. Disney didn't create it, they're not the first to institute it - even on such a large scale - and they won't be the last.

 

[kaytieeldr]

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.

But not all the Pop Century rooms have been refurbished either - so there's no guarantee any of the 400 parties affected would have gotten a newly-redone room; and it seems the Guests who are being contacted are being given a choice of All Star resorts. Nobody's being forced into All Star Movies.

Personally, I'd hold out for a Family Suite

 

[wdwaholic2]

As I read this thread, the one thing that keep coming to mind is: Thank goodness I'm not the castmember who has to make these calls. I've done jobs where I've been called every name in the book (financial...not collections) and it is not fun.

I hope all of you who are bumped get a nice surprise when you register at your new hotel. I just can't imagine Disney doing nothing to help soften the blow.

When I was a castmember the resort that was always available for a discount was OKW. I never wanted to stay there....then one time, it was my only choice. It is now my favorite villa resort and I'm disappointed when it's full.

 

[StacyMarie]

Here is what I think is happening: There are over 400 rooms overbooked at POP. It is also the first week of FD. I think most of the resorts are pretty close to capacity. I think they started at the top of this list and moved some to a nice upgrade, say from POP to contemporary (like some other posts that I read yesterday). Once all the open rooms at the deluxes were given away to some of the 400 overbooked rooms, then they moved from switching some to mods, and so forth. I also think they are not going to give out every single available room at the mods and deluxes to the 400 at the value for the free upgrade because they are going to save some of those rooms for people booking last minute trips who are actually paying the price for those rooms. My theory is the reason the OP is only getting offered a switch to another value resort is because all the other "better" upgrades have been given out. I think the mods and deluxes were given out first thus leaving only the values to switch people too. Just an idea!


Good luck to you OP and others who have been put in this situation.

 

[kaytieeldr]

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.

Don't know who wrote this originally (if the post on page seven quoted it from someone, or if that poster did this), but... topic aside, a seven page, single-spaced letter was likely NEVER read, or never read in depth. A complaint letter should be concise, clear, well-worded, formatted (paragraphs and double-spacing), and checked for spelling and grammar. The latter two aren't 100% necessary, but they help. But the other conditions? Absolutely.

 

[kaytieeldr]

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.

Walt Disney World has been renting hotel rooms for almost forty years. This isn't incompetence, it's a simple mistake. Incompetence would have reared its head decades ago.

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.

All that indicates to me is, the All Star resorts are less new.

Frankly, I am surprised that Disney is offering so little compensation, given their potential legal exposure,

Not at all. I'm relatively certain any legal exposure is covered; see vicki c's post (page four or five) where she quotes from her most recent confirmation.

 

[bluejasmine]

Im sorry I understand that All stars are comparable resorts and a preferred room is a type of an upgrade but when you book a certain resort and pay for it you should be able to expect it and IF it turns out you cannot, you should be compensated for your inconveinence and dissapointment! I understand from a money point of view WDW offering a move to an All stars but when a guest refuses they should be offered a mod if one is available b/c it is a WDW screw up! I know many ppl here believe you shoudnt get more than you pay for and normally that is me but to hear a little girl cry b/c she was let down is sad and after all disney is for children!

Now that being said, I doubt that child will be happy at a mod at this point, I honestly think she would enjoy ASMo but the family should receive some kind of compensation by means of maybe adding park hopper if they didnt have it or waterpark tickets if they didnt have it and put something special in the room for the child.

I love WDW but have noticed a decline in customer service but honestly think that is due to the decline in the econonomy as well

 

[Nancyg56]

Respectfully, I don't care how preferred the room is, I choose my resort carefully and its a huge part of my vacation experience.

Mine as well. I would not like to have planned my vacation, decided on my resort and then get a :take it or leave it" call from Disney.

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?

You said what I was thinking but much better than I would have. I would not liek getting bumped to an All Stars resort but I would react much better to that disappoinment if Disney at least offered to compensate me with something that I valued. I understand that for some a preferred room at ASMO may cost more than a standard room at POP but that may not be what the OP values so it is of no consequence to her. IMO,it would make better sense for Disney to at least probe to find out what those bumped customers want. Yes, moving them to another resort may be all that is legally required but is that the way to handle this mess? From a customer service POV, I think it will have a negative effect. Perhaps having a few options available to offer guests who are not enchanted with the "upgrade" would at least take the sting away. This is free dining so maybe a gift card entitling the family to appetizers. I also like the FP offer that was suggested. There is no cost to that offer but there is an opportunity to make theguests feel as though they were made whole after the mistake.

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.

ITA. There are so many ways to make the guest whole after this that would nto cost Disney money but would change the experience from disappontment to at least satisfaction. I understand mistakes. I understand that I am not always going to get an upgrade but I would never understand that because others would be grateful I should be as well. I know an upgrade to a Mod may not be available but then find something that would be ample compensation for my inconvenience. I may not cancel the trip but if I was left with a bad taste I would think twice about my next travel destination.

 

[kaytieeldr]

Correct there was a mistake made somewhere, the mistake being the company policy to repeatedly overbook rooms, relying on the past cancellation percentages and then when those figures change people are inconvienced by not having the resort room they booked months in advance so in a sense do to overbooking it was intentional

Repeatedly? Walt Disney World has about 22,000 rooms, which equals 22,000 room nights. Four hundred (approximately) rooms in one week at one hotel and no rooms overbooked the other fifty-one weeks (and the other 2,480 rooms at Pop Century also NOT overbooked for the week in question isn't 'intentional overbooking'. It was a mistake.

Now they're trying to rectify the mistake. As someone pointed out earlier, it's likely WDW was waiting to see how many Guests would cancel by the five day cut-off before having to move Guests to other hotels.

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 $$$ and will hold onto it for months, money I gave freely in good faith I gave them the $$$ for nothing other than the and yet might find out at a later day priviledge of staying somewhere on site depending on some over booking error on their part.

That information is on your reservation confirmation. If you book on the phone, it can be e-mailed to you almost instantly. Even if you want it mailed, the "later day" mentioned in the quoted post would be only as far out as it takes the mail to arrive at one's home.

That one chooses not to read all documents received in relation to a(n expensive) vacation can't be blamed on Walt Disney World. The information is there.

 

[n2mm]

Wow, I step away from the computer for a couple of hours and am amazed about this situation. I do have to say, I've been there and this has also happened to me. I was booked for the A/S Movies (before Pop openned) and arrived with my grandson (6yo) and told that my medically guaranteed non-smoking room was no longer available and was being moved to A/S Sports unless we wanted a smoking room at Movies -- did you notice the "guaranteed" part. No matter how much I complained or how disappointed my GS was, I was moved to Sports or I could just leave. I had no ground to stand on because my DH was a CM and we had a discounted room. I know how disappointing this can be and I'm thinking if an upgrade was available, I'm sure Disney would be offering it, but obviously there's nothing available. I'm booked to stay at Pop throughout the first weekend of F&W and I would love an upgrade, but I'm OK with Pop. But if I get an offer like the OP, then I too would not be happy, especially since I booked Pop in Oct. 2009 as a BB. Does anyone think it has anything to do with the QS DDP and keeping the value folks at a value resort because of the QS availability. I will be watching this situaiton.

 

[MommyPoppins]

Seems to me this is proof that Pop Century should have been completed as Pop Century and not another "All Star Movies" with different movies, family suites and another name.

I'd be super pissed if this happened to me. If I didn't care about the quality of Resort I could save a TON of money and stay OFF-SITE. You just cannot compare PC to the AS. I would have canceled my vacation and re-booked another time.

Glad we're staying at the Poly in Sept.

Hope everyone has a great time anyway.

 

[jsweeks@cogeco.ca]

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.

 

[LittleStinkerbelle]

I'm so sorry this happened to you. I'd be very, very upset - I know so much of our planning is tied to resort choice. I too am curious as to how they determine who gets the call about having to move - can they actually pinpoint those who booked during the server overheat?

 

[Pumba's Truth]

The idea of compensation is a valid one.

I understand what has happened is sad and an example of poor customer service.

However, due to the situations urgency. I am willing to bet that the wonderful folks over at Disney may have not thought of all the options that they have at their disposal in order to smooth the transition.

It may not be the resort that you selected. But there are no rooms there, there are no rooms at Mods/Deluxe (I haven't checked on line yet). But, there is room at the AS. I would be pissed as well.

My recommendation, be calm, stay calm, suggest alternative forms of compensation that you may be comfortable with. DON'T ASK FOR THE WHOLE WORLD! Take a breath, understand their situation a bit, and ask for something appropriate. I've heard on here: Park hopper, Fast Pass. You could ask for tour, a GC for apps or other stuff. There are a lot of fun things at Disney that are just experiences that are limited to a select few, perhaps a sunrise safari at AK. The list is HUGE!

But remember always stay calm, if the CM you are dealing with says they aren't able to do anything, ask for the supervisor. They say that they can't do anything ask for their supervisor. I love it when they then say well here's the VM for the person you have talk to. I can only accept this if it is out of regular business hours, even then I want a direct line not a VM #. Other wise keep going up the ladder, this could be a long time on the phone and, depending on where you are calling from, could cost a bundle.

Just my 2 cents.

I truly do hope it all works out and that you are compensated sufficiently for your inconvenience.

 

[RadioFanatic]

Although this doesn't affect me directly, I guess what bothers me the most is that Disney is one of the few travel places in the world that requires you, the customer, to (a) pay $200 just to book your reservation; and (b) pay off the entire trip 45 days before you actually get there. And they don't really give you much leeway on either of those, a little, but not much. But, Disney, the seller and who wants your money, can change your reservation less than a week before a trip a reservation the customer may have booked up to a year in advanced and had completely paid off 40 days earlier. And Disney knows that more likely than not that, this late in the game, most customers are stuck with still coming bc they have had to take time off of work, etc. It just stinks.

And having been to all of the All Stars and Pop, they are not created equal. Pop is much preferred to me and I would also be particularly ticked - esp bc I find Sports and Music to be VERY boring since neither theme interests me at all. Now, when DS gets older and may be into sports, I may have to stay there if he is really sweet in asking , but I'm planning on avoiding it like the plague for as long as I can.

 

[J3nn78]

Wow, I can't believe this thread.

It is definitely a crappy situation-without a doubt, but Disney is being complete fair and within reason to offer a comparable room, meaning same cost. Some have been offered preferred. And like it or not, that is considered upgrade because it cost more.

I do think they could do a little extra-fastpasses or something along those lines, but still not necessary.

Unless I have missed it, no one in these 11 pages has thought about PAYING to stay at Mod or Deluxe instead of taking the AS switch? Is that not an option?