Disney just screwed up so royally!

[Stitch Inside]

And it's Disney's right to enforce their policy.

It's as simple as that. Noone's saying it's right or wrong, but it is policy.

Where can we find a copy of their policies/rules? Just Curious. I would like to make sure I'm following them so that my reservation isn't cancelled.

 

[cjsmith]

In your original post you said it WAS under the AP Discount - Both rooms.

You know what, you are right! I guess in my frame of mind this am I typed that. The BCV was under the AP discount and the YC was under the Fl resident discount, my mistake. Both rooms were actually booked under the rack rate first, then modified to AAA when I found out about those discount on this board, and then AP and FL resident. My confirmation letter show passholder room only on one and Fl resident, must bring ID on the other. My mistake.

 

[shellybaxter]

Disney WAS WRONG!!! They canceled a reservation with a deposit without checking with the person who made the reservation. And that's just wrong, policy or no policy. Lack of communication with the guest is what makes it wrong. I have no problem if Disney decides they don't want to let someone hold two reservations for the same time. That's fine with me. But the lack of communication STINKS!! They should never cancel someones reservation without checking with them. ESPECIALLY if the CMs let the OP make both ressies without comment. They were WRONG WRONG WRONG and should fix things for the OP. I know it's just my opinion and you all have your own opinions as well and that's fine. I hope the OP will tell us soon that Disney has done the right thing and reinstated her ressie with the code rate.

Shelly

 

[TammiMcMan]

When I called to inquire about room availability for the YC just in case my daughter decided to come, it was the CM who said, "Why don't you make both and decide when she knows her school schedule. You can cancel one and transfer the deposit to your the reservation that you keep."

Clearly this was the CM's error and compounded by the fact that you're followup phone calls and if I'm reading the entire thread correctly, you had at least 2 with 2 different CM's all seemingly unaware of this policy. Hugs to you. It sounds like you were expecting it, but I'm kind of surprised at the tone of some these responses. Maybe it's hard to read people correctly though on a message board.

I'm guessing that your daughter is able to make it on vacation with you??? If so, that's wonderful. I have one away at college and she was able to make it down last minute for our Disney vacation in December. I would try to speak with a supervisor and go from there. I'm still of the opinion that they should fix their error and maybe train their staff a little bit better.

 

[Hippychickali]

I really don't see how Disney is wrong for following their policies. I, for one, am glad that they are taking a more active role in doing so than in the past. Just because people never got caught doing this before doesn't make it right.

I will warn you. I have a lot more to say about this in light of the comments I have read:

I still don't get how the OP can claim that she didn't have so much of a hunch that this could have been wrong, against policy, problematic, whatever. If this was really the case, then why were you so careful to clearly explain your situation so many times?

You can make multiple bookings for a two week period before you put down a deposit so the original CM wasn't completely wrong. However, I think it is wrong that this CM gave you such bad information and by all means complain about that. I hadn't realized that this wasn't your idea but you were simply following Disney's instructions. That's a different case entirely. I thought you said in your OP that you made two separate reservations not one with the same CM. Maybe you could clarity.

I agree with jckdisneybound. Why didn't you just book one room for five people regardless? Then if your daughter didn't come you could just let them know there would only be four of you or switch your reservation to a different resort then.

Clkelley, you can change your resort at any time. This is not a problem. You don't need to make multiple reservations. You simply change your existing one. No, Carolyn, that doesn't bother me and Disney doesn't care because they don't lose money and it doesn't take a room away from anyone. I'm not talking about discounts at all. That's a completely different topic.

Claiming ignorance to the reservation policy doesn't make Disney wrong for cancelling one of your reservations. WDW is not required to read all the small print to every customer before they make a reservation. Stitch Inside, if you ask for some literature about this policy, I'm sure they'd be happy to send it to you. Also, if you pointedly ask them what their policy is about multiple booking, I'm sure they would be able to read it to you.

Ali

 

[cjsmith]

Clearly this was the CM's error and compounded by the fact that you're followup phone calls and if I'm reading the entire thread correctly, you had at least 2 with 2 different CM's all seemingly unaware of this policy. Hugs to you. It sounds like you were expecting it, but I'm kind of surprised at the tone of some these responses. Maybe it's hard to read people correctly though on a message board.

I'm guessing that your daughter is able to make it on vacation with you??? If so, that's wonderful. I have one away at college and she was able to make it down last minute for our Disney vacation in December. I would try to speak with a supervisor and go from there. I'm still of the opinion that they should fix their error and maybe train their staff a little bit better.

Thank you for the kind post TammiMcMan and shellybaxter. And Tammi, you are reading it right. It was more than 2 CM's actually, it was the one who took the YC ressie, the one who took the BCV deposit, the one who took the YC ressie, the one who took the YC deposit, so it was 4 of them! I know that I read on the boards all the time about the fact that CM's don't know anything, but all 4 of them!

I am very surprised at the tone of some of the posts. No matter how many times I have said that I didn't know of any policy and that none of the CM's ever told me, I still get slammed. I posted not only because I was upset, but because I was surprised that anyone in the travel industry would cancel a reservation for someone with a deposit down without warning them. I only found out this morning because I realized that my confirmation letter didn't have "no smoking requested" on it. I was on the phone for a half hour as the nice CM worked with guest services to try and find out what happened. After many phone calls and putting me on hold, they finally realized that the reservation got cancelled. It would have been nice if after I explained myself to guest services would have asked which resort I wanted since there is a ton of availability, just not with the discount for the room I wanted.
It may be a Disney policy, but not one that I have ever been told or ever seen in writing.

 

[cjsmith]

I really don't see how Disney is wrong for following their policies. I, for one, am glad that they are taking a more active role in doing so than in the past. Just because people never got caught doing this before doesn't make it right.

I will warn you. I have a lot more to say about this in light of the comments I have read:

I still don't get how the OP can claim that she didn't have so much of a hunch that this could have been wrong, against policy, problematic, whatever. If this was really the case, then why were you so careful to clearly explain your situation so many times?

You can make multiple bookings for a two week period before you put down a deposit so the original CM wasn't completely wrong. However, I think it is wrong that this CM gave you such bad information and by all means complain about that. I hadn't realized that this wasn't your idea but you were simply following Disney's instructions. That's a different case entirely. I thought you said in your OP that you made two separate reservations not one with the same CM. Maybe you could clarity.

I agree with jckdisneybound. Why didn't you just book one room for five people regardless? Then if your daughter didn't come you could just let them know there would only be four of you or switch your reservation to a different resort then.

Clkelley, you can change your resort at any time. This is not a problem. You don't need to make multiple reservations. You simply change your existing one. No, Carolyn, that doesn't bother me and Disney doesn't care because they don't lose money and it doesn't take a room away from anyone. I'm not talking about discounts at all. That's a completely different topic.

Claiming ignorance to the reservation policy doesn't make Disney wrong for cancelling one of your reservations. WDW is not required to read all the small print to every customer before they make a reservation. Stitch Inside, if you ask for some literature about this policy, I'm sure they'd be happy to send it to you. Also, if you pointedly ask them what their policy is about multiple booking, I'm sure they would be able to read it to you.

Ali

Ali,

Why was I so careful to clearly explain my situation? Because when I made the reservation for the YC and gave them my information just for the quote, my reservation showed up on the computer for the BCV. The CM said "You already have a reservation for those same dates". I then explained why I was looking. She told me to book both and that I could transfer the money from one reservation to the other when I decided and took the YC reservation. When I left the deposit on the BCV, I again had to give all of my information and again, the YC reservation showed up. I once again explained why I had 2 reservations and no problem they took my deposit. When I called and put down my deposit on the YC, the BCV reservation showed up and again I explained why I had 2, no problems, they confirmed it and took my deposit.

I do know that Disney isn't required to read all the fine print to me or anyone else. But in this case, someone in the reservation department should have told me about this policy as it's a big one, not a minor one.

 

[Hippychickali]

Cjsmith, I think the main point of mine that you are missing is that it is somewhat irrelevant whether or not you knew the policy. I am not calling you a liar and I'm sorry if you don't like my tone. However, as consumers, it is up to us to find out about the product we are buying. You didn't do that in this case.

That being said, why is this such a problem for you? If there is availability, can't you make your decision now and simply alter your existing reservation if you need to? I think some people are confused as to why you had to make multiple reservations in the first place. I'm not trying to be snarky. I'm just trying to get us all on the same page.

Ali

 

[Hippychickali]

Carolyn,

Do you mind if I ask why you posted your OP in the first place? You seem to be very reluctant to hear explanations for this cancellation. I'm not sure what I can tell you that would satisfy you. I guess I'll be like the others who have given up and suggest that you keep contacting Disney until you get what you want.

Ali

 

[clkelley]

I
Clkelley, you can change your resort at any time. This is not a problem. You don't need to make multiple reservations. You simply change your existing one. No, Carolyn, that doesn't bother me and Disney doesn't care because they don't lose money and it doesn't take a room away from anyone. I'm not talking about discounts at all. That's a completely different topic.


Ali

Yes, I can change reservations if all of my nights are available at the resort I want. What I'm saying is with this policy, I can't book a room at an available resort, then slowly piece by piece build a reservation at my first choice, as nights become available.

For example, I want July 10-15 at Port Orleans, French Quarter. Sorry not available, but POR is available. I go ahead and book at POR for July 10-15.

Call back a few days later, POFQ is available July 10-13, but not 14-15.

Under the old rules or unenforced, current rules whatever the case may be, I could also book POFQ for July 10-13, then keep trying back to add the 14th and 15th until I was successful, then cancel POR, or if not successful, cancel the few days I did get at POFQ and keep POR.

Under the now enforced policy, all of my dates have to pop up as available at the resort I want to switch to, or I would have to cancel each day of the old resort as the preferred resort became available, and I might end up with a split stay, which is unacceptable to me.

Carol

 

[Hippychickali]

Under the now enforced policy, all of my dates have to pop up as available at the resort I want to switch to, or I would have to cancel each day of the old resort as the preferred resort became available, and I might end up with a split stay, which is unacceptable to me.

Yes. I think that is precisely the point. They don't want people cancelling reservations if they can help it. I'm not sure why that comes as a shock.

Ali

 

[cjsmith]

Carolyn,

Do you mind if I ask why you posted your OP in the first place? You seem to be very reluctant to hear explanations for this cancellation. I'm not sure what I can tell you that would satisfy you. I guess I'll be like the others who have given up and suggest that you keep contacting Disney until you get what you want.

Ali

I posted in the first place because I was upset and it amazed me that Disney would cancel someone's reservation with a deposit in place. I'm not reluctant to hear explanations for the cancellation, I already knew that this morning so I don't need you to post anymore explanations to satify me. With all of the CM's that I dealt with, it truly amazes me that not one of them ever pointed out their policy to me. I have continued to post when you all ask me questions, I don't keep asking you why they cancelled. I also posted so those out there who do have multiple reservations dont' have the same thing happen to them. This particular time it was just my family, but many times I have the room reserved for friends who are coming. And this past January, they didn't ask who was in the 2nd room, they just took the reservation.

 

[Hippychickali]

I also posted so those out there who do have multiple reservations dont' have the same thing happen to them. This particular time it was just my family, but many times I have the room reserved for friends who are coming. And this past January, they didn't ask who was in the 2nd room, they just took the reservation.

I hope that this thread would make anyone realize that multiple reservations are against policy and unfair. So, I hope that this does continue happen to those who book rooms that they have no intention of staying in. I think we have to make a distinction between one reservation with multiple rooms and multiple reservations.

Ali

 

[kirbsam]

So you wanted to get five people in a room meant for four??? or you were trying to use only four refillabel mugs for your party of five???? or maybe the fifth person was big for his age and you were trying to sneak him in???? or did you say that the pool wasn't big enough for five of you so youmade a reservation for four and then would pool hop to the other resort where the reservation was for five???? or maybe you are secret agent for universal studios and you are trying to get us to all get mad at disney so we start spending our money at universal??? or maybe you want us to go to universal so you can have disney all to yourself???? what the heck is going on here???

 

[cjsmith]

I hope that this thread would make anyone realize that multiple reservations are against policy and unfair. So, I hope that this does continue happen to those who book rooms that they have no intention of staying in. I think we have to make a distinction between one reservation with multiple rooms and multiple reservations.

Ali

I didn't have one reservation with multiple rooms, I had multiple reservations in January. I had one reservation number for our room under my name and one reservation number for the 2nd room under my name.

 

[Hippychickali]

FYI, I have sent an e-mail to WDW asking about their resort reservation policy concerning multiple reservation. I have described a situation similiar as this for an example. I will post the response so that we will all know the policy.

Ali

 

[Hippychickali]

I didn't have one reservation with multiple rooms, I had multiple reservations in January. I had one reservation number for our room under my name and one reservation number for the 2nd room under my name.

I wasn't questioning you.

Ali

 

[clkelley]

Just to beat this dead horse one more time, I can think of one other instance where allowing guests to make multiple reservations would be in their best interest.

I had a trip planned in December one year at Ft. Wilderness for 8 nights.

About two months before the trip, work requirements popped up that it was possible I could only go 3 nights. For only 3 nights I would not stay at Ft. Wilderness. Booked All-Stars also for 3 nights. Two weeks before the trip, those work requirements went away, so was able to keep Ft. Wilderness and drop the All-Stars. If I was required to cancel the Ft. Wilderness, and not able to get Ft. Wilderness back or get the additional nights at All-Stars at that late time, then I would have had to cancel the trip entirely or stay offsite.

Disney loses in that situation.

Carol

 

[TammiMcMan]

FYI, I have sent an e-mail to WDW asking about their resort reservation policy concerning multiple reservation. I have described a situation similiar as this for an example. I will post the response so that we will all know the policy.

Ali

Ali, it will be interesting to hear their response. If you likened a situation to the OP's did you also include the fact that 4 CM's claimed that what was suggested to her was okay? I understand it has no bearing on the policy, but wondering how they recommend you handle a situation like that.

Edited to add: Looks like OP has already gotten a response from a supervisor.

 

[cjsmith]

I just hung up with a supervisor in guest services, they finally researched what I was told this morning and someone called me back. He did say that the computer shouldn't have cancelled the reservation even though there was more than one since there was a deposit down on both rooms. I am going April 29th for only 2 nights and they do not understand why Robin told me that I couldn't have the YC in any category under the Fl resident discount this morning as every cateogory is available. Furthermore, he said that one of the CM's should have told me somewhere along the way and that reservations have been having quite a few problem lately with incorrect information being released. They made a new reservation for me at the YC so now the 5 of us can go.