Disney Reservations -Resolving Problems?

[psycbert]

Hi There,

I'm a new person to this board! I've been to Disneyworld once last year for my 20th birthday and had the most magical time. I thought it was terrific! So for my graduation present to myself this year, I thought my significant other & I would go to Disneyworld in January....and it's been a disaster without the trip even happening yet!

Maybe someone could give me some advice?

First off, I booked a room through Disneyworld.com reservations with the Winter Savings discount, Carribean Beach for 10 nights. I thought it would be awesome! However, I wound up needing to change my flight from January 3 - 13 to the 4 - 14. Called a Disney Reservation agent, and then said all the moderate resorts were booked for the night of the 13th, and offered us the Animal Kingdom deluxe savanaah view for a great deal for the last night, without telling me I'd need to buy another ultimate park hopper ticket for the last day.
I was really happy that I'd gotten to stay at least one night in my *dream* resort, so I e-mailed through the disneyworld.com website to enquire about the possibilities and cost of having my entire stay transferred over to AK. Well, I got a reply simply stating that the rooms weren't available - even though I could book it online - and that I'd need to buy a second upht.
I e-mailed back saying I was disapointed that I had not only recieved different information from every reservation agent I spoke to, but also couldn't get an accurate price from anyone! (by this point I had spoken to 4 different people, all who told me different information and different prices for everything from tickets to rooms). The reply I recieved? No apologies for my inconvience, and to let me know they had cancelled my exisiting Carribean Beach reservation, and booked me 10 nights at the AK - and charged my card an additional $1400!!!!!! I never asked to be moved - I asked the price!
I'm a University student and almost died when I checked my Visa balance...

It then took 4 hours long distance to disney reservations to straighten the mess out, who first claimed I never had previous reservations, then claimed they in no way use e-mail, then told me all the moderates were full. It finally took 3 requests to speak to a manager before my AK reservations were cancelled, and I was transferred to the POR, at my original price.
No apologies for charging my card w/o authorization, and no compensation for 4 hours of long distance. By the time I finally got someone to listen to me, I was in tears.

I've been planning this trip for 6 months, and am devasted by the service I've recieved so far - I feel as though I should have never even asked about the AK, and feel very upset Disney would cancel/change reservations without a confirmation from me!

Does anyone have any suggestions on what I should do? I have everything in writting from them (the e-mails stating my reservations were changed) and was wondering about bringing it up at check-in?

Any help is appreciated! E-mails are welcome at psycbert@hotmail.com

Thanks & Have a Disney Day!

Heather

 

[Mortlives]

First orders of business : welcome to the Dis, and sorry you've been having difficulty. If you need to contact Disney again about your reservations, use 1-800-828-0228, that way you won't be dinged for the long distance. This number is also good for PS'.

Second, is there some specific compensation you would like? If you don't actually have a request, bringing it up to the CM at the desk probably won't help you. Has it been resolved to your satisfaction already? From what we've seen here, the reservations computer systems are tricky, and the strangest accidents have happened. It is possible that the CM thought s/he was only doing an inquiry, and the reservations got changed by accident. If you feel the service you received needs to be addressed, there is a contact form on the WDW website you can use to explain about your 4 hours, stress and lack of apology.

I know these things are upsetting, but you will love POR, and have a great time once you get there. Now you just have to choose between Mansions and Bayou.

Kungaloosh!
Morticia.

 

[currycook]

Welcome to the Dis.

First lesson, dont book on line. I always use the phone and do it with Disney direct since I think I know the system better than any travel agent. Your story only reinforces that belief for me.

You did well in fighting for your ressie back and to tell you the truth I think that PO is a better resort anyway.

Did you check on mousesavers.com for discount codes? I dont know where you live but it may have been to your advantage to buy one AP and get the AP discount for the resort. Especially if you are planning on going to the parks a lot. If you are in Florida you can just get the Florida resident rate but it may be too late since Jan is almost here.

My other advice would be to buy your tickets now under the old plan rather than the new plan that comes out. I dont know if you have enough time but you can buy the tickets early and get the nice buy early discount. The old tickets never expire and in my humble view are better than the new system they will be starting. Sorry to confuse you more if that is the case.

But on a positive note you choose well with a moderate resort. The moderates are a great value. I think they are a better value than the vlaue resorts and you get more for your money at the moderates. The PO moderates are really well done, they have good transportation and dinning and I think you will enjoy them. They have a great boat ride you can take to down town disney to spend the late evenings with your significant other you mentioned.

Hope you enjoy your stay