disney just called;error in their system

[skater]

I would feel so let down. We all have higher expectations of Disney. I don't expect perfection, but I would expect them to give me a higher level of customer service than other businesses. Sure they're covered legally, but don't we all expect Disney to do the right thing? I don't think anybody on here is being "over the top" or expecting too much. If you purchase something, you should be able to relax and expect that you will receive that purchase. If I order a blue shirt, should I be happy with a green one because its value is the same as the blue one? I have never in my life asked for compensation for mistakes, but in this case, a little compensation is not over the top.

I am booked at POR in Sept., and I would not go if it was CBR. My DH and I do not like this resort at all and our resort choice is a huge part of the trip.

As a comparison, several years ago we booked a house for a gulf coast trip. The owner double booked it and to make it right with us, he found us a nicer house, took care of the difference and gladly gave us a little magic. Isn't that what we've all been trained (by Disney) to expect from Disney?

 

[MickeyMomOfThree]

I'm not saying its not a bummer, not saying I wouldn't be upset. But at the same time, what can you do? You can get upset and let it ruin what will still be an amazing vacation. Or you can look at the good in trying a new place. We are going to ASSp for the 5th trip in a row I wanted to try POP but my grandparents who go with us didn't want to. But the kids are happy to stay put so they can do the movies at the pool at night. Plus, we love the AllStars, the food courts are great. Just maybe focus on what is offered there and get excited about it.

I am sorry so many people are having this happen, I know I would be disapointed too, but there are such worse things that can happen. Try to have fun!

Oh, and go for a trip over to POP. We have. We walk around, go in the shop, have dinner. It is easy enough to take a bus over. I know it isn't the same but it's something.

 

[skater]

But the OP is getting more than she paid for. She is getting a preferred room which costs more money.

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

 

[si-am]

I'm not saying its not a bummer, not saying I wouldn't be upset. But at the same time, what can you do? You can get upset and let it ruin what will still be an amazing vacation.

A vacation at All Stars would not be "amazing" in my book. While I like Pop okay, I'm really really really not a fan of All Stars.

I'd be majorly bummed if this happened to me. Might even cancel.

 

[summerrluvv]

A vacation at All Stars would not be "amazing" in my book. While I like Pop okay, I'm really really really not a fan of All Stars.

I'd be majorly bummed if this happened to me. Might even cancel.

I agree, I would be bummed. We stayed at an AS a couple of years ago and just didn't have a magical experience there, and our room was shabby. My son kept complaining he wanted to be at POP (they were sold out).

If this happens to us (don't think it will since our dates are different), I wouldn't even be able to cancel, as we bought YES tickets that are only good for a specific time period.

 

[zuzu310]

I'm not going to be happy if we get bumped. For one thing, my DH and I specifically chose Pop because we really wanted to try it out this year. Also, if a server overheated, I would assume that they would not be able to book to the system at all. Sounds like someone majorly screwed up and that was the best excuse they could come up with. I hate to say it but PR will always come up with some story to cover their butts. As one poster said, we expect more from Disney. After all, they are supposed to be famous for their customer service.

 

[kaytieeldr]

if they have to move you to another comparable resort, then it should at least be discounted, you picked and paid for that specific resort in advance.

For some people, at least, it is discounted. They're being upgraded to Preferred location buildings. That's a 12% discount if they paid for a standard room.

 

[DisneyAlly]

A vacation at All Stars would not be "amazing" in my book. While I like Pop okay, I'm really really really not a fan of All Stars.

I'd be majorly bummed if this happened to me. Might even cancel.

I totally agree. I will just spend my hard earned money somewhere else. We have a car and there are many "amazing" off site hotels in Orlando that are dirt cheap in late August. Does anyone know if you will be penalized with the cancellation/change fee if you cancel a booking due to Disney's error?

 

[skater]

I totally agree. I will just spend my hard earned money somewhere else. We have a car and there are many "amazing" off site hotels in Orlando that are dirt cheap in late August. Does anyone know if you will be penalized with the cancellation/change fee if you cancel a booking due to Disney's error?

That's a great question. I'd love to hear an answer to that one.

 

[skipperkim]

Since you have to pay for a package 45 days in advance, how are they just now discovering this? I realize not all people have packages, but since this is the beginning of free dining I'm willing to bet a lot do.

I certainly wouldn't change to All Stars, but then I wouldn't have picked Pop either. Stayed there once and that was enough.

 

[wdwfan16]

I would think you could get a full refund if they try to change the resort. I beleive I read that in the disclaimer posted by a PP.

By going off-site you will lose the free dining you book so a much different vacation. Different resort and no FD or DP of any kind. That is really better than a different resort with FD?

 

[baler31]

I totally agree. I will just spend my hard earned money somewhere else. We have a car and there are many "amazing" off site hotels in Orlando that are dirt cheap in late August. Does anyone know if you will be penalized with the cancellation/change fee if you cancel a booking due to Disney's error?

I agree you should have an alternative plan. If you do not want the resort you are offered I would try an off site. I do not think Disney will charge you the change fee and if they do you would have grounds to dispute your cc charge and let the bank work it out with disney.

I must admit that while we always stay deluxe, I choose the resort for a reson and would not be happy to be moved.

 

[MickeyMomOfThree]

A vacation at All Stars would not be "amazing" in my book. While I like Pop okay, I'm really really really not a fan of All Stars.

I'd be majorly bummed if this happened to me. Might even cancel.

To each his own I guess, but the parks are the same, the rides are the same. It isn't like you are losing out on much but theme by switching. Neither have waterslides, neither has TS restaurants. I don't know. I guess we just alwasy count ourselves lucky that we get to go at all. I have heard pleanty of people both here an IRL who knock the AllStars so bad but I would bet millions of families who will never get to go would give anyting to get to experience a vacation in Disney. Is it great that this happened, no. But to let it ruin a vacation that in every other way is the same, I don't know. I guess the hotel doesn't mean that much to me. I'm not saying it shouldn't matter to you or anyone else, but with so many people who have nothing, if this is the least of your troubles yo uare pretty lucky. Just my thoughts, I am sure you don't agree and that is fine, but maybe it will help the OP who didn't seem to feel so strongly.

ETA- I wasn't saying the hotle would necessarily be amazing in your book, but the trip as a whole I would think still would be. I guess that is not everyone's opinion.

 

[zmanandshan]

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

 

[YanksWinAgain]

Servers don't "overheat" and book more rooms... if they overheat, they "go down" aka stop working or work very slowly or intermittently. The code / program on the server is the thing that checks a database and determines if rooms are available.

I don't think the person who got the excuse of the servers overheating was just getting a "we had a computer problem" excuse - and the person chose to explain it as overheating...

What they do to correct the problem - upgrade rooms, switch resorts, offer refunds - is both (1) a legal issue and (2) a customer service issue.

(1) Legally, they do what they are allowed to under the Florida hoteliers laws (unless Disney has some special treatment - which I would not be surprised about) and what is in the agreement you "signed" when you booked.

(2) From a customer service perspective, unless you never go again, go less, spend less money, etc. - then they have no customer service issues. If you keep getting the wrong food from the Wendy's drive through, complain, but keep going back again, what is their impetus to change?

Supply and demand... that's why prices CAN go up beyond the rate of inflation each year at Disney. People keep coming back - despite what happens to them at the resort - and Disney resorts are booked at a rate well beyond the typical hotel occupancy rate.

Disney is a corporation that is responsible to its shareholders - and looks to turn a profit. Reduce that profit (by spending your money elsewhere) and send them a message.

 

[lunapnp]

I would *probably* be upset, too. However, I don't understand why most people think the OP is "entitled" to an upgrade from value to a moderate or even a deluxe? Don't get me wrong, I'm sure the upgrade would be sweet, but a deluxe is not what was originally booked. Yes, Disney overbooked, overheated...what have you. But, the OPs ressie was with a VALUE. I understand researching a resort and picking a certain resort for what seems inviting and accomodating for your family. So, if you only wanted POP and when you initially called to reserve a room, found out POP was booked....would you cancel the trip? Maybe...maybe not. Yes Disney is a business but no one is perfect. If someone is so put out with Disney's customer service, or lack of, that person has the right to take their business and money elsewhere! It's obvious Disney has others eagerly waiting to hand over their money...sounds like about 400+ extra people waiting!

 

[Rupert B Puppenstein]

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.

Exactly. You all prepay for your rooms before you get there. There is absolutely no reason for Disney to overbook rooms to the extent that is going on here. They did by 2-5 rooms but Disney's system is the most complex in the industry. It takes a ton of servers, interfaces, etc. We have all had our computers crash or go down and Disney is not immune to that.

At your non-resort hotels we do overbook all the time usually by 10 rooms. Why? Because people don't show up...if we required everyone to prepay, believe me, there wouldn't be a need to overbook.

If you are so upset about all of this, just cancel your reservation because obviously your trip is ruined. There are no hidden rooms, so you can cry to anyone you want to, threaten to sue, picket, never stay at Disney again because you have all the money in the World and you won't get your way. You will just make yourself look like a total idiot because you are upset about a resort that isn't that special in the first place! Yes, it would be disappointing, but who knows you may end up liking a different resort. No one ever died because they didn't get to stay in their chosen resort and if a hotel ruins your stay, then maybe you should have stayed at a hotel and not traveled to WDW. I am just shocked at how crazy everyone is getting over this - yes, it is not a fun situation but make the most of it. How is it that people coming to the happiest place on Earth can be so grumpy and demanding? No one is perfect - not even Disney. If you think they had alterior motives, go to Universal.

 

[Mommytwotwins]

Why? I don't get this reasoning. Why do you deserve anything more than you paid for? You paid for a value and they are giving you a value. I agree you don't deserve less but why does everyone now think you deserve more than you paid for. I think all Disney needs to do is give you all the value you paid for and that would be any other VALUE level room OR offer to refund all your money with no penalty. If they wanted to throw in a free breakfast or souvenir that would be great and a nice gesture but not mandatory and more in line for what should be expected.

Everyone now is always trying to get more than they paid for and get one over on any business they can.

Yes you are right they deserve what they paid for....which is the POP that they already made a ressie at!!! I donot think this OP is asking for anything more than keeping their ressie at the POP that they wanted and were told they had for months and months. So if Disney cannot accomadate them at the place they already paid for they should have more choices to choose from than the one they were offered. This is Disney's mistake not the OP's. I am sure some other hotels are sold out but not all are and they CAN give other optios if they realy want to.

 

[skater]

To each his own I guess, but the parks are the same, the rides are the same. It isn't like you are losing out on much but theme by switching. Neither have waterslides, neither has TS restaurants. I don't know. I guess we just alwasy count ourselves lucky that we get to go at all. I have heard pleanty of people both here an IRL who knock the AllStars so bad but I would bet millions of families who will never get to go would give anyting to get to experience a vacation in Disney. Is it great that this happened, no. But to let it ruin a vacation that in every other way is the same, I don't know. I guess the hotel doesn't mean that much to me. I'm not saying it shouldn't matter to you or anyone else, but with so many people who have nothing, if this is the least of your troubles yo uare pretty lucky. Just my thoughts, I am sure you don't agree and that is fine, but maybe it will help the OP who didn't seem to feel so strongly.

ETA- I wasn't saying the hotle would necessarily be amazing in your book, but the trip as a whole I would think still would be. I guess that is not everyone's opinion.

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.

 

[sjs314]

I totally understand the OP being upset, you book where you want to stay, you make your plans for each day based on where you are staying and what truely would bother me is the fact that I know others were offered considerable upgrades to OKW or SSR one bdrm villa's and just recently I have seen two post they were upgraded to CR due to POP being overbooked. One Diser back in May was upgraded to OKW her choice over SSR to a 1 bdrm and was allowed to keep her promotional gift card.

Why offer some so much to move resorts to some and to others so little , a preferred room at another value it just puts Disney in a bad light in my opinion since the error is on their end