Disney just screwed up so royally!

[cjsmith]

I currently have 2 reservations at Disney, or should I say I thought that I did. I had a one bedroom villa booked at the BCV and a room booked at the YC. They are both for the same time, however one reservation was for 4 people and one for 5. (I know,not fair to other people, slow weekend though and I have my reasons.) I made the deposit on the BCV on March 7 and changed it to the AP rate on March 9. I also changed the YC over to AP discount and paid my deposit after being on hold forever. The CM knew that I had two reservations and I explained that I didn't know if my daughter could come or not with us because of school obligations and though we wanted to stay at the BCV we couldn't fit in the 1 bedroom with her. No problem I was told, when I cancelled one, they would transfer the deposit to the reservation that I wanted to keep. Well guess what, they went ahead and decided I couldn't have both and cancelled my YC reservation without informing me! They credited back the deposit to my credit card that same day and cancelled it. I was told the computer won't allow it. They don't have the YC available with the discount anymore. I told Disney that if that was the case, they should have called me and I would have cancelled the villa and stayed with the YC because I knew we could all go there, well, I guess the computer decided which resort I wanted! I haven't gotten my credit card statement to have even seen the charge back, but I did call them and they verified that a charge went through and then got immediately cancelled. They also informed that you can't have two reservations at the same time this morning.

I think it's time for me to cancel the other reservation and take my money elsewhere. For someone who spends so much time and money staying at their resorts, I just love the way we get treated. I started limiting our trips there for this very reason.

I am editing this because I made a mistake this morning because I was upset. The BCV was under the AP dscount and the YC under the Florida resident discount. Not that this changes some of the poster's minds, I just wanted to correct my mistake.

 

[tamu91]

Disney certainly should've called you back and explained the situation to you before cancelling your reservation. If you could not have two reservations, why did Disney take your TWO deposits in the first place It sounds like the CM who took your reservation did not know what he/she was doing
BTW, did they give you two separate reservation numbers. They should have and if so, how can they just cancel on you.

 

[cjsmith]

Disney certainly should've called you back and explained the situation to you before cancelling your reservation. If you could not have two reservations, why did Disney take your TWO deposits in the first place It sounds like the CM who took your reservation did not know what he/she was doing
BTW, did they give you two separate reservation numbers. They should have and if so, how can they just cancel on you.

Yes, I had 2 different reservations, made on different days actually, with different CM's. I paid the deposits on different days as well. My deposit on the BCV was made on March 7 and on the YC on March 9. The reservations were already in place and I called on those two dates to place the deposits down so they didn't cancel. I received two different confirmation letters in the mail showing the dates, hotel, and when the deposit was due.

 

[Lewisc]

I agree with Disney not allowing double booking resorts and PS. Not fair to other guests and it makes it harder for Disney to project demand BUT you should have been told when you made the second reservation that they were going to cancel your first one.

I guess Disney is working on new computer systems that will automatically purge duplicate bookings. I think Disney should give you the option of getting your YC rate back BUT NOT ALLOW YOU KEEP your BCV reservation.

 

[swilphil]

Maybe they shouldn't allow people to have two ressies at the same time, but it sounded like you had a legitimate reason for doing so. I guess all those people who double book just because they can have ruined things for those in your situation. If you are serious about taking your money elsewhere, I would suggest the Swan or Dolphin. They have some great suites. If you are going during a slow time, you might be able to get a decent discount.

 

[Meggie Pooh]

Write a letter or email to let them know of your situation. We had some trip trouble in December, and they took care of the situation really quickly. We got a room upgrade, and a partial refund for the trouble they caused!

 

[cjsmith]

I agree with Disney not allowing double booking resorts and PS. Not fair to other guests and it makes it harder for Disney to project demand BUT you should have been told when you made the second reservation that they were going to cancel your first one.

I guess Disney is working on new computer systems that will automatically purge duplicate bookings. I think Disney should give you the option of getting your YC rate back BUT NOT ALLOW YOU KEEP your BCV reservation.

I do realize that I had another room. They don't have a problem with people having 2 reservations at once until a deposit is placed on both. I can make all the reservations that I want evidently and hold the room for the 2 weeks until the deposit is due. What Disney shouldn't have done and had no right was to chose which reservation that I wanted and dump one without calling me. One reservation was for 5 people and one for 4 people, that should have sent up a red flag to someone. They didn't cancel the one reservation when I made the other, they kept them. They cancelled the one AFTER I placed a deposit.
It may make it harder for Disney to project demand, but then again, many people make reservations and cancel up until 5 days prior and this also makes it hard for Disney to project demand. This is what happens in the travel industry.
The problem with the computer system dumping reservations like I told the CM is when I book for family or friends that come with me, both rooms are under under my name in order to get the Fl resident discount. I had 2 rooms reserved for the YC in January, 2 different reservation numbers and we used both rooms. Since I was the Fl resident, both rooms were in my name. Because they were made only about a week prior to arrival, they didn't even ask for the names and who was in what room. I put one deposit on my credit card and one on my friends. I didn't tell them who went where until we check in at the YC. What if I was doing that this time around, or if my husband and I were staying in one and my kids and my mom in the other? I had the right to have 9 people with me and could have wanted to add people at any time. I had up until 5 days prior to the arrival date to make any modifications to my reservation, including who was staying in the rooms.
By dumping the reservation that allowed 5 in the room, they have made it difficult for me. Disney still had no right to cancel something on me that I had put a deposit down on without calling me and asking who was coming and what I wanted.

 

[disneyagain]

How did they know that you weren't:

Being really generous and paying for family/friends. Since they were for the same time frame. You wanted to stay at YC, while they wanted the BCV. Close enough to get together if you wanted to but far enough away if you didn't want to be together all the time.


I don't see how they could just cancel, because 2 ressies under 1 name.

 

[airjoe]

It is a policy at Disney that only one reservation be active for the same party for the same dates. While I agree that you should have been contacted before you were cancelled. It is not fair to others that you have two reservations. When you book a discounted room and the cancel it, it goes back as general availability not discounted. So you not only took a room out of availability you took a discounted room out.

People who hold multiple reservations are cheating other guests who want to book rooms, and are those who scream the loudest when discounts are not available.

 

[BraveMom3]

This does not sound right to me. I know you can book more than 1 room under the same name. I've booked rooms for myself and children, and for my Mom and her husband, both in my name, and both deposits paid by me. If your a large family, you might want two rooms. Why should they care if you have one room or ten rooms, as long as you're paying for it. I would definitely check on this - I know it's a pain, and you should not be pur through the inconvenience, but you may get you ressie back.

 

[cjsmith]

It is a policy at Disney that only one reservation be active for the same party for the same dates. While I agree that you should have been contacted before you were cancelled. It is not fair to others that you have two reservations. When you book a discounted room and the cancel it, it goes back as general availability not discounted. So you not only took a room out of availability you took a discounted room out.

People who hold multiple reservations are cheating other guests who want to book rooms, and are those who scream the loudest when discounts are not available.

I have had active reservations at Disney under my name for the same weekend more times than I can tell you, going back years. There are so many, many times when I book more than one room as we bring family and friends with us. I brought my brother and his family and we paid for their room a couple of years back, again both rooms in my name. We were there for 3 nights starting 1/2/05 with 2 rooms reserved under my name, just a few months ago. I booked one room for a party of 5 and one for a party of 4, my family and our friends. This stayed in the system without a problem.

I don't have a problem with Disney not wanting me to have 2 reservations for the same weekend. What I do have a problem with is Disney cancelling an active reservation with a deposit on it without checking with me first, especially as when the party sizes were different.

And just for the record, I don't scream the loudest or the softest about a discount not being available ever. I simply change my time and go at a different time, I'm lucky that way being a Florida resident as you are.

 

[cjsmith]

Yeah - Gotta agree with this.

if the reservations were for other people, then I would be upset. But if it was just a case of not being able to make up your mind, then I can see Disney's reasoning.

It wasn't not being able to make up my mind, I didn't know my party size. Though I may have booked two rooms, I was up front and honest with Disney when I made my reservations and paid my deposits. I wasn't trying to have 5 people in the one bedroom, though God knows there is more than enough room there. When I called about the YC it was the CM who told me to go ahead and book it in case my daughter came with us.
Again, I'm not upset that Disney wanted one room released, I'm upset that they cancelled one of the reservations without asking me which I needed. I should have been given the chose as it was two different party sizes. You know what, if I had made it in my husband's name, it would have been fine, so system is still very flawed. It makes you wonder how many reservations the computer can go ahead and cancel because of inconsistances.

 

[BostonRob]

Disney still had no right to cancel something on me that I had put a deposit down on without calling me and asking who was coming and what I wanted.

Disney has every right to do whatever they want with reservations to THEIR hotels. You knew you were in violation of the rules, so you should have expected this.

I understand what you were trying to do, and tey should have been able to accomidate it. Perhaps you should have been more clear about your needs.

 

[disneyworld!]

from what I understand Disney will no longer hold 2 reservations like that. they will cancel out after time....that is what CRO told me. because I had 2....I was canceling 1, that is when he told me the system now kicks them out.

 

[Lewisc]

You should just go up the food chain until you find someone who'll restore your reservation and rate.

I agree you should have been given a choice. I guess bookings are up so Disney is trying to stop us from overbooking. The fact that you're not sure how many people will be in your party doesn't necessarily mean Disney has to allow you to reserve an extra room when you have no intention of keeping both.

But they shouldn't be blindsiding you.

 

[cra-z-4-dizney]

I agree, I wrote an e-mail, and even though it took about 2-3 weeks for them to return it, they accomadated my needs and were very friendly about it.

 

[DisneyWisher]

Which ressie did they cancel the one you made first or second? Think of it this way. Maybe someone checks the reservations made and reservations cancelled everyday. They see that a new reservation was made and assumed that the first one was suppose to be cancelled but that the reservation CM forgot. Especially considering that they did not ask you who was coming.

Maybe people have had multiple rooms under their name but I am betting they were for the same resort, under 1 reservation. Disney has told me you can't have 2 reservations at 2 different resorts because you are holding rooms that you will not be using. Its really not fair to other AP holders. Someone's dream vacation might have been to stay at one of the resorts and they could finally afford going deluxe because of the savings but because someone is holding multiple reservations they were told there is no availability.

Imagine if more people held 2 or more reservations for the same time frame, less people would get the discounts. Maybe thats why we are sometimes told that there is no availability at the resort we really want to stay at.

 

[eeyore0062]

You can have up to 3 rooms under the SAME reservation number and receive the AP or Florida rate as long as the passholder/Florida resident is staying in one of those rooms and provides proof of being a passholder/Florida residency. As said before.... all of the rooms MUST be on the same reservation number, or the computer will kick out all but one. If a discounted room is cancelled, it doesn't go back into the pile with the other discounted rooms... it returns to rack rate, keeping others who may be entitled to the discount from receiving it. I completely understand why they have made this rule, especially considering that booking is way up this year. I do think a call should have been made. Was the phone number they had correct?

 

[cjsmith]

Disney has every right to do whatever they want with reservations to THEIR hotels. You knew you were in violation of the rules, so you should have expected this.

I understand what you were trying to do, and tey should have been able to accomidate it. Perhaps you should have been more clear about your needs.

I didn't know I was in violation of any rules. I was very, very clear when I made the YC reservation after having the BCV's reservation and again very, very clear when I put deposits down on them both. I was very clear about my needs. I never tried to sneak anyone in or anything else. I was upfront and honest with the reservation department at all times. I dealt with 4 different CM's, two when I made the separate reservations and 2 more when I gave the deposits. Not once did any of them tell me this wasn't allowed. They were very nice and helpful. I didn't try to violate rules by trying to simply bring my daughter along and sleep on the floor of the BCV either.

If this had happened in January, we would have been in trouble. I asked about this and was told it would have been left up to the resort at that point to fix but I probably wouldn't have gotten the discount on the 2nd room then. If there has been such a HUGE change in the reservation policy of Disney, it would simply be nice to be told. The CM who took my credit card information on the YC knew full well I had both reservations, we discussed it and she even gave me her opinion on which one she liked better.

If Disney has the right to do whatever they want with reservations to THEIR hotels then we all better be careful.

 

[Kasmir]

Disney certainly should've called you back and explained the situation to you before cancelling your reservation. If you could not have two reservations, why did Disney take your TWO deposits in the first place?

I agree with Disney not allowing double booking resorts and PS. Not fair to other guests and it makes it harder for Disney to project demand BUT you should have been told when you made the second reservation that they were going to cancel your first one.