disney just called;error in their system

[CHERYLY]

I would call Disney back and ask to speak to a supervisor. I don't think the change their offering is acceptable. An upgrade to a moderate or better is definitely warranted for their error. Good luck!

I asked for a supervisor, actually spoke to 4 different people who all pretended they didnt know why I was calling and ALL gave me a voicemail number to leave a message. They said only the person at the voicemail number could help me..call me back tomorrow, during the day. I am a nurse and CANNOT be talking to DISNEY while I take care of sick elderly people....

 

[jgperkin]

Has anyone heard anything about the moderates. We are actually staying at the movie resort aug. 12 (TOMORROW!!!!!!!!!!!!!!) thru the 15th and then we are transferring to Carribean Beach for the 15th - 21st for free dining. Just curious because it seems as if everything is booked online for those dates.

 

[nancyjvanwyk]

this really is not acceptable----call back and ask for a supervisor--if they cannot help you, ask what the next level of escalation is and tell them you will wait while they check and keep escalating. I have stayed at the all star sports and it is fine--but you do expect to get what you booked. good luck and tell them you will keep going up the ladder including writing to the CEO of the company.

 

[my2disneyboys]

Keep us posted please- I hope it all works out!!

 

[WeLoveLilo05]

Sorry OP, I would be bummed too if I had my heart set on Pop.

BUT, we stayed @ ASMo twice and both times we enjoyed it.
Pref areas are Fantasia, Fantasia 2000, I believe its also 101 Dalmatians and Toy Story.

Both times we requested preferred b/c we have a little one and we wanted to be close to buses and the food court, both times we stayed @ Fantasia 2000. Our rooms were clean and we were not facing the pool so it was not noisy. My mother stayed there as well and was in Fantasia section, 1st floor, corner room, closest to the food court, she loved it! Our only gripe was the beds weren't too comfy, but from what I hear that is the usual for a value resort.

We enjoyed walking around and taking pictures, as I mentioned we have a little one so she really enjoyed seeing the huge Dalmatians and Toy Story stuff. Grounds we clean, the pool looked like tons of fun, but we never got into it, our 1st trip DD got sick, and the 2nd one it rained everyday!

I hope you enjoy your vacation, I wouldn't let this ruin the magic, enjoy!

 

[LuvLDM]

Op, I don't blame you for being upset.
I choose my Disney resort very carefully and I would be furious if they wanted to switch me to a less desirable resort because they screwed up.
Hope this is resolved to your satisfaction.

 

[WeLoveLilo05]

wonder if this will happen next week to any of us staying @ the mods lol
the only reason I selected a mod was b/c of FD, if I could afford the Deluxe, I'd be there lol

 

[TinkerbellsMom0923]

I am booked at Pop in September and I would be upset too. We wanted Pop and could've booked an All Star resort but chose Pop. I too would stand my ground and not give in. Is the trip pre paid? I'd have a fit if so esp if there was a chance of having no room on property. Let us know everyone how things turn out.

 

[LuvLDM]

They are offering a comparable resort, and an upgrade to preferred rooms - WHY should they have to the OP more??

The fact that both resorts are in the same price category doesn't necessarily make them comparable IMO. Most of us choose a Disney resort largely due to a particular theme that appeals to us, we're not talking about generic Marriots or Hilton.
Disney made an error and because of that error the Op can't stay at the resort she chose, I don't blame her for being angry.

 

[i_love_stitch]

I asked for a supervisor, actually spoke to 4 different people who all pretended they didnt know why I was calling and ALL gave me a voicemail number to leave a message. They said only the person at the voicemail number could help me..call me back tomorrow, during the day. I am a nurse and CANNOT be talking to DISNEY while I take care of sick elderly people....

I asked for a manager too, but to no avail. I know what you mean, because I will be out of reach altogether. I checked all of the resort categories, leaving off 2 of our 4 kids, and the reservation system shows nothing available for our 4 nights, nevermind for the two rooms we booked! And we booked a military package, allowing us to pay for the room and dining since we already had military tickets, so I can't even say we got free dining!

 

[GoMegGo]

Had the same thing happen to me, only they called DH who agreed to move us to ASMu (bleck). I called several different numbers and spelled me name to the creepy computer lady more times than I can count as was always directed to the voicemail number.

I JUST head back from the voicemail call. The woman was incredibly nice and very understanding of my desire to NOT stay in the All Stars. She told me about the server overheated and no one noticed until 400 rooms were over booked.

I was told that only All Star rooms had been made available for my travel dates (8/16-8/20). Looks like moderates and deluxes are being opened up for later travel dates but they are probably pretty close to capacity, too, since as a previous poster mentioned, it's the start of free dining and before school starts start.

I was told that if any moderates open up I will be called for the upgrade. Oh, well. I'm still pretty bummed but the vacation will go on!

 

[KELLY]

Wow! I hope everyone gets what they are looking for. But I wouldn't mind staying at asmu I would switch if need be.

 

[vicki_c]

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.

 

[Rupert B Puppenstein]

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!

 

[summerrluvv]

Yikes...I am booked for POP to arrive on August 25th. Contemplated to change to CSR, but didn't since DS is set on Pop. I have a room only ressie. Has anyone staying at that time received the call?

 

[BabyFu18]

Personally I book the hotel I want to stay at and if I got bumped, I'd think about canceling the vacation and rescheduling for a different date (if at all possible). People put a lot of money into Disney vacations and it's hard to justify spending that kind of money on a hotel you aren't thrilled with or didn't want to stay at.

It's not a fun situation, if it came down to it and I couldn't cancel the trip, I'd certainly go and make the best of it, so I do hope it works out for all involved. I just wanted to say I understand being upset and the frustration involved, though I agree getting upset with people on the phone isn't going to get the situation taken care of. Sometimes things happen that are just out of our control and that goes for Disney too, the best thing to do is have a good attitude about it and weigh your options then make a decisions.

 

[fla4fun]

this really is not acceptable----call back and ask for a supervisor--if they cannot help you, ask what the next level of escalation is and tell them you will wait while they check and keep escalating. I have stayed at the all star sports and it is fine--but you do expect to get what you booked. good luck and tell them you will keep going up the ladder including writing to the CEO of the company.

Complaining up the ladder, even all the way to the CEO, won't get you a room if there isn't one to get. Again, hotels all over the world overbook just like the airlines do. Most of the time, they don't have an issue, and it's really rare for Disney to have an issue. In fact, the only issue on this scale that I recall is when they were doing the switch from AKL to AKV in the lodge building and the construction was so intrusive that they moved a lot of guests to other resorts. Disney has even covered this in their terms and conditions on the 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." (bolded by me for emphasis)

At most hotels, you won't know until you walk up to the front desk that you're being "walked" to another hotel, and you won't be given a choice about it either. I would appreciate knowing in advance that I was going to have to stay at a different resort. I think Disney is trying to make the best of a bad situation, and I think offering a comparable room is adequate. Would I be upset if it happened to me - sure. But I've been to Disney enough to know that it doesn't happen often and I would do my best to make lemonade out of the lemons I was receiving. I've stayed at pretty much all of the Disney resorts, and had great trips in all of them - so it would be a disappointment but not a disaster.

I have read a thread or two where it has been mentioned that some CM's take great delight in punishing demanding guests by putting them in the worst room they can find. While I would ask if All Star is the best they could do, I wouldn't escalate it to the point where I might be labeled a bad guest and perhaps find myself in the most run down and inconvenient room they can find.

 

[summerrluvv]

Okay answering my own question. I plugged in my dates on the website and Pop still comes up as available, so we should be good!

 

[jlk806]

That sucks. i personally dont buy the whole "server overheated" thing. They overbooked it on purpose to lure people in since POP is the most popular value and they had no intention of having rooms for all of them. Then when the trip is a couple days away they call and tell those people who are all packed to stay at POP they are being moved to the All stars and there is nothing else they can do. That was a crappy thing to do, I would be pissed beyond belief if it happens to us, luckily we are not going till the 29 it shouldnt be as full then. Good luck to all of you who are in this mess, hope you have a wonderful vacation despite being moved.

 

[walkdmc]

I've never stayed at Pop but we spent one night in a preferred room at ASSports and I didn't like it. Preferred was still far from everything in the rain and such. And, the AS resorts share buses, don't they? When I think the Pop has it's own bus service.

I agree with others, if they made an error, you should get a better upgrade. I also remember the post about the person upgraded from Pop to CR. But, she may have made her reservations before you?