Duped Again No longer a fan of Disney- Resolution page 6

[Callalily6]

It is really hard and frustrating to try and get something fixed about your trip. Someone else that told you to call CR is right. Start there and keep asking for a supervisor. At the very least, they should waive the preferred/ pool view fee. You could also keep calling back to see if others that booked your code have canceled. Sorry it sucked the magic out of your trip...

 

[3DisneyBuggs]

I can understand how you feel too. With small kids I always like our room to be near the pool. If the pool was suddenly going to be closed I would expect to be moved wth as little inconvenience to me as possible. Disney is not cheap, whether you stay value mod or deluxe. It is your money that is being spent and if you expect the main pool to be open, then you should receive that in your stay.I would call again and hopefully you can be moved.

 

[estherhead]

I'm in customer service & I just wanted to add that Disney is amazing (maybe the best) at customer service. One thing anyone in customer service knows is if a customer is unhappy & you make them happy you have a customer for life. I guarauntee you Disney knows this. Give them the chance to win you back. And if they won't... then they lost a customer. Cancel & throw a fit till you get your money back. Don't go with a sour taste in your mouth, everything they do will then irritate you. What kind of vacation is that?

 

[5280 Mommy]

Here is my advice. Don't waste your time with CRO. Wait until 5 days before arrival and call All Star directly. IIRC, the number to the main hotel phones room is 407-939-5000. Ask to speak to a CM in rooms control. They should be able to 'see' the reservation in the hotel system. The goal is to work with this person by explaining the situation and seeing what the options are. The rooms control cast members spend their entire day assigning rooms to reservations. They work on a five day window meaning they block rooms arriving five days out, filling gauranteed room requests and multiroom reservations first, and then go down the line from there. Believe me when I say this- proactively doing this will help the situation because if you wait until day of arrival it is highly possible they will not have the flexibility in room assignment to help you. Be open to possibly moving to Music or Movies as well. There are a few CMs that work the early am room assignment shift and can pretty much get you what you want.

Understanding the mechanics behind this is no great mystery. All Star deals with an extreme amount of reservations every given day. A single cast member can touch as many as 200 reservations (some more than once) a shift, arrivals are as high as 700 reservations per theme, and number heads on beds is higher than pretty much every other hotel out there. Throw in the youth and sport groups and that number goes even higher.

One very important piece of advice- DO NOT GET ABUSIVE OR YELL OR CAUSE A SCENE. It will not get you what you want. CMs love nice people and will do whatever they can to help.

 

[pinkerbell]

WOW, I am truly appreciative of EVERY comment made, all the suggestions are truly helpful and posting on this board has really picked me up... Group hug!!! I can't thank you all enough and am excited about my trip. You have all given me faith and strength... I cannot reply to you all but have tried to answer some questions and explain more below... thanks again and pixies dust for all...

I would complain very loudly and tell them you want to be moved to OKW or SSR as I'm sure not everyone took them up on their upgrade recently offered. If they are not available tell them you want to be moved at no charge to a mod like POFQ, which is awesome for your kids.

The hubby and I truly chose ASSp because of the layout, size and food court. I am hoping we can reolve this at a value

Wow, last time I checked there were like two other pools there at All Star Sports do you realize that,
Hmmmm... no I don't think so, the kiddy and surf pool are both closing leaving only the baseball one for all to use, since our kids are 1 and 3 the kiddy pool is what we need mostly

I'm so sorry to hear this but I totally understand and you will get no flames from me.

Matter of fact, we will be in WDW very soon and our friends in Melbourne are staying at AS Sports the weekend of Aug. 11 so I wonder if they know about this pool being closed. I'm so glad you posted this. They got a good resident rate to stay there, I think $69 a night. If anyone mailed them anything they are actually in NJ now for a wedding so they don't know
anything.

they should be ok the closing is August 13th

I would be frustrated too. Still excited to go to Disney, but frustrated. I would put your concerns in writing via email & a postal letter, and make some calls. Be firm but considerate that you need a partial refund or a transfer to another resort & explain the facts. Disney is very accomodating in these situations at times, if you can get to the right person with your concern. We had a situation once that we were told verbally twice no, nope, nada, it is what it is, and we left Disney with a sour taste in our mouths. I wrote a letter when we got home & it was resolved in my favor within days - even with a better outcome than we anticipated. I hope it all works out for you.

Last yr I wrote an email and sent a fax to the resort manager and never heard anything back I also made numerous calls, finally after demanding action we were put in another resort poolside, (i think we booked ASMo, going to try something new, and ended again with our old fav ASSPo)
We also asked to go to a moderate and we would pay the difference but they would not do that either.

No flames from me either. No matter where you go it is very disappointing when you don't get what you expect. On a much smaller scale, I once went to a steakhouse only to be told there were no steaks. Uh? Why do you think I'm here.
Sorry you've been let down, hopefully you have enough time to plan some thing else.

thanks for sharing.. and I hope your kidding, that is just silly!

I can certainly understand your frustration. I've been there and I guarantee it won't happen again.

The solution for my family? Vacation elsewhere.

Our June trip was very disappointing and I'm not longer willing to spend that kind of money only to come home wishing I hadn't gone to Disney. Disney received the last of my money that they're going to see for a very long time. Or at least until they get their act together.

the hubby came home tonight and said "next year we need to take a break from Disney... I hope this works out... but that sounds like his plan too...

I would get the name of the Manager at AS Sports and either call or write him/her today with the facts about your situation and see if something can be done! I'm sorry for your disappointment but hopefully it can be rectified before you go!

tried it last yr.. looks like I will again this year...

No flames here either...

Since Disney is open all year round..of course there will be refurbishments that inconvenient guests. It's not like here in Ohio when the amusement parks refurb in the off season. There is no off season at Disney.

However, if you paid for preferred and Disney has decided to refurb an area that you are paying a premium for..then they should refund you or move you if you still wanted preferred at another comp. resort.

Just like the AKL construction..they're offering or requiring (whatever the case may be) guests to be moved d/t the inconvenience. They should offer the same token no matter what level of resort you are staying.

Contact guest services...not the CMs with the travel company.

will try..

Would definitely call and ask for a guest services manager, and also write to Disney Guest Communication asap:

WDW.Guest.Communications@disneyworld.com giving them the reservation number, what happened last yr and what you've learned about this year.

This is your vacation and you deserve to have it as stress free as possible.

I hope something gets worked to your satisfaction! Please keep us posted?

I will..

No flames but a suggestion...

If they are telling you that there are no non preferred rooms availble and you still continue to leave your ressie there I would contact the Manager and explain your situation and assuming that not both pools are closed, I would ask the manager to put you in Building 6 (it is preferred), back side, closet to Stadium Hall. Of corse this may not work but I would at least have the manager put this on my requests. This will put you close to the food court, and buses, and still be as close as you can get in to the open pool in between the Home Run Hotels.

ahh good idea

I woudl suggest calling back and seeing if they will upgrade you to OKW or SSR for the same price. They upgraded tons weeks ago. If not switching to another resort. Speak to a supervisor of course. People are changing these free dinign plan ressies all the time. BIl added another day to theirs last week.

they wouldn't even let me pay to do that last year....

If you can't get anywhere with that I suggest taking the matter up with Guest Relations. They can get things to work for you at times.

WDW.Guest.Communications@disneyworld.com I had to go thru them in the spring. They were very helpful.

emial them and they will respond pretty quick...oh and do not send them anythign with an attachment. type it in the body of the email itself

When I was making my ressies, I was told that ASSports doens't have preferred rooms. They are all standard. I went with Music. I gather your information is coming from the letters you recieved? What did a supervisor say when you called to complain? Or haven't you tried that yet?

wow, I am getting charged extra for a room that doesnt exist.... isn't that special... and they won't even give me the difference back... I know someone wrote preferred also means close to busses but we rent a car and close to the food court.. which I need to be as far from as possible... burning off every calorie I can to get there and back

I do hate that "For your future enjoyment" crap. Just say you're sorry, it is unavailable. Don't act like this is something good for us. Ugh.

THANK YOU!!!! really urks me that they pass off bad news as good

Pick up the phone..

Call CRO. Explain your circumstances and respectfully ask them to check with Guest Services about moving you to a resort where the pool is open (I'm thinking Pop Century). If they refuse, ask for a supervisor.

Continue until you *(or they on your behalf) speak to Guest Services. Speaking to Guest Services is key. The frontline CM's who answer the phone cannot help you with this. They will ALWAYS say no. Demand satisfaction and do not hang up until you have been satisfied.

I bet you they will find you something. Please report back here what happens.

Good luck!

Knox

I will be calling tomorrow... I will post my (hopefully) progress

I find this odd as we are at Sports & got that letter today but when we booked the lady told me that pool would be closed & checked to make sure that was OK with me. We booked in May/June.
we booked early april, 80 minutes after free dinding opened for disney visa cardholders...the closing was planned but was supposed to be completed just over a wek before our arrival..

As for the phrasing "For your future enjoyment." It really isn't misleading. If they didn't refurbish things then we'd all be complaining (and quit going) if things were dumpy.

There is no way you should have to pay for preferred. I would throw a fit (I'm good at that.) We are requesting the parking lot side of Baseball so we'll be close to Music's pools.

this does sound like a nice idea, we also liked surfs up due to the closeness of the playground and that would still keep us close to that, and the laundry, two weeks and two kids means laundry during vacation

Hey Pinkerbell I just have to say that I would continue complaining. I have a funny six flags story for you. We are very big rollercoaster fans and travel often to many different parks. Our park closest to our house is Six Flags in NJ. My son at the time was 3 years old and very hard to control on a line. With NO parent swap policey and almost 10 years of season passes we were DONE with the park. I had written to the CEO and the manager of the park at the time and had not herd anything. That winter we DID NOT renew our season passes and had gotten a call from the park as to why. We explained that other parks we had visited had a parent pass or some kind of parent swap system and we could spend our money else where . Well last summer was the best summer we ever had a six flags park . Not only did we get a parent swap system but we now have a special pass at our park for parents .

I had recently went to the park in MA and we did use the parent swap policey there . Though thy don't have a pass it still worked out gret for us. I would explain that we don't have to spen our money there and there are a lot of other family friendly parks out there.

BTW the Six Flags in New England was great we all enjoyed it .Our main reason to visit was the new Thomas Town and Superman ride. My son now 5had a great time there. We also spent time in Universal last summer and at 4 he enjoyed that alot too.
Hope it all works out for you and you get at least an upgrade. I would ask for a manager or at least someone in a guest relations department. It may work out for you.

I live less than a mile from SFNE and it has come a long way baby!
glad you had a good time, and hope you come back soon!!

Good Luck

I had the same question...when did you book? The pool rehab at ASSP has been known for a while, and if you booked during the recent free dining promo, it should have been known/disclosed to you. I remember reading all the people who were booking the first day on the DIS knowing that the pool would be closed. Also, is it preferred not just for the pool, but also for its proximity to the foodcourt, bus stops, lobby area? I never stayed at AS but I know Pop was that way.

we want preferred mostly for the pool, we get a car, so much so that I would not want to pay for a preferred room without being next to the pool, that being said, without paying preferred there are no room guarantees so even if I ask for a room next to the other pool, I may not get it

well, I thank you all again and will be calling tomorrow a.m. to see what can be done, thanks for all the great input... I feel like I have options due to your many suggestions and support...

 

[canwegosoon]

I was just wondering if you have an AP...there are new AP rates out...perhaps getting a total refund and get an AP rate at another hotel(I'm thinking POR Building 14) Price it out-I am not sure of the dates of the AP rate.

 

[CR Resort Fan 4 Life]

I totally understand the OP's frustration because she paid for a preferred rooms because of how close it is to the pool. However if WDW were to give her some soart of a discount or credit for it, then shouldn't they do that when other guests stay at Resorts because their counter service locations are closed for renovations, or the swimming pools will be closed for renovations, or because of general renovations to their Resort if they are major ones? I know there is a difference because of what the preferred rooms mean, however I think once WDW gives someone a discount or credit for their room what does not stop other guests wanting the same thing for the reasons I mentioned?

 

[familyS]

OP, sorry you are so frustrated and dissappointed. I think most of us understand the planning that goes into choosing a resort. Having something unexpected happen can really throw you at first Give it a few days, maybe you won't feel as badly.

 

[averill94]

Pinkerbell
Keep us posted! Do not give up.

Last year when we were all set for ASMo- then the pool rehab came up. I called to change and was told NO the first couple of times I called. Then I got an incredible CM named "Leilani" she handled everything beautifully and got us into POP. It was as if my first few calls never happened.

They know what is going on- who in their right mind wants to bring little ones to a place where they have to WALK by a pool, every day, that they cant use.

They will help you out- I am very confident!

 

[dclfun]

Sorry I haven't read the entire thread, but when are your dates? Final payments for the free dining promo are coming up and perhaps someone will cx their trip, thus hopefully opening up more promo room availability for another family. We were booked on two 10 night packages so I could put in for vaca time off, to see which dates would work better, thus just cx Pop from 9-15-9-25. I'm sure there are others. Meanwhile I totally understand the OP's disappointment, esp. this being the second year with the same issue and esp. after having expressed the importance of the pool when the ressie was booked. I'm sure the CM who booked it had no idea the pool would be closed at the resort during that time, but it doesn't mitigate the fact that there is real disappointment over the pool closure. I remember last year someone posting that had 3-4 little ones with the same issue at ASMo and they ended up being able to be moved closer to their scheduled arrival date. I'll sprinkle some pixie dust for the same to happen for this family.---Kathy

 

[estherhead]

I totally understand the OP's frustration because she paid for a preferred rooms because of how close it is to the pool. However if WDW were to give her some soart of a discount or credit for it, then shouldn't they do that when other guests stay at Resorts because their counter service locations are closed for renovations, or the swimming pools will be closed for renovations, or because of general renovations to their Resort if they are major ones? I know there is a difference because of what the preferred rooms mean, however I think once WDW gives someone a discount or credit for their room what does not stop other guests wanting the same thing for the reasons I mentioned?

I don't think this has to do with Disney being fair. It has to do with one customer being unhappy & Disney making them happy. I will be at All Star Sports the exact time the OP is & would in no way expect an upgrade or credit just because the OP got one. Without the Dis I wouldn't even KNOW what the OP got. Disney told me when I booked the situation & therefore I am quite happy with my decision to go ahead & stay there. Disney gives stuff all the time to one customer & not another. We may disappointed that the car ahead of us got to stay in the castle & we may say, "If only I was in that car," but we don't demand that we all get to stay there.

I am currently sending out letters at my business raising prices. About 1 in 20customers calls me & has a fit. I do whatever I can for the customer on the phone to keep them & I feel no desire to call the 19 other customers and offer them the same.

Please, Pinkerbell, keep us posted. I would like to think everyone at ASsp with me is having a fantabulous time! We'll all party together. Laugh together. But maybe not swim together.

Total side note: When we found out the pool would be closed we added water parks to our tickets & are planning on spending a lot of time at BB. Between that & the music pools, I know my girls won't miss the surf pool at all. If you do get a credit maybe you could apply it to that!

 

[captinhookedondisney]

If I got a letter saying the pool would be closed I would call disney Up and ask to speak to a manager immediately and see what he/She could do.

 

[wen8jr]

I don't think this has to do with Disney being fair. It has to do with one customer being unhappy & Disney making them happy. I will be at All Star Sports the exact time the OP is & would in no way expect an upgrade or credit just because the OP got one. Without the Dis I wouldn't even KNOW what the OP got. Disney told me when I booked the situation & therefore I am quite happy with my decision to go ahead & stay there. Disney gives stuff all the time to one customer & not another. We may disappointed that the car ahead of us got to stay in the castle & we may say, "If only I was in that car," but we don't demand that we all get to stay there.

I agree totally. Different strokes for different folks! Some things matter more to others to make their vacation what they want it to be.

Besides, the OP paid for a preferred room next to the pool and has centered their trip on having pool time. And I'm sure that Disney had to comp or move others because of the food court rehabs or other rehabs at different resorts. How would you know if John & Jane Doe in the room next to you paid full price or was moved from a value to a moderate free of charge? If I worried about that I would be a nervous wreck about what I'm paying!!! The OP is not asking for something they don't deserve for the $ they are paying.

If someone has a "preferred room" for a pool view/use, then at the very least they should get reimbursed for the difference between a standard/preferred room if that pool is being refurbished. This should be an automatic comp from Disney without the guest asking.

OP - Keep trying and let us know how it turns out!!

 

[princessesrule4]

I don't think this has to do with Disney being fair. It has to do with one customer being unhappy & Disney making them happy. I will be at All Star Sports the exact time the OP is & would in no way expect an upgrade or credit just because the OP got one. Without the Dis I wouldn't even KNOW what the OP got. Disney told me when I booked the situation & therefore I am quite happy with my decision to go ahead & stay there. Disney gives stuff all the time to one customer & not another. We may disappointed that the car ahead of us got to stay in the castle & we may say, "If only I was in that car," but we don't demand that we all get to stay there.

I am currently sending out letters at my business raising prices. About 1 in 20customers calls me & has a fit. I do whatever I can for the customer on the phone to keep them & I feel no desire to call the 19 other customers and offer them the same.

Please, Pinkerbell, keep us posted. I would like to think everyone at ASsp with me is having a fantabulous time! We'll all party together. Laugh together. But maybe not swim together.

Total side note: When we found out the pool would be closed we added water parks to our tickets & are planning on spending a lot of time at BB. Between that & the music pools, I know my girls won't miss the surf pool at all. If you do get a credit maybe you could apply it to that!

I liked your post!

 

[meggybear17]

As the OP mentioned, the ASSports pool was due to open prior to her visit (and mine, as I am booked there 9/14-9/22). About two weeks ago I learned that the pool rehab would not be complete until October. Personally, I don't really mind that the kiddie pool will be closed, however the 8 other rooms booked under my grand gathering all have small children. To have to take these kids and all of their pool gear next door to ther other all stars will be quite a production.

My sister in law called and was told "no" and "there's nothing we can do" on numerous occasions. Finally, someone in guest services listened (note *you must speak with guest services in these instances*). All nine rooms in our grand gathering were moved to POP.

Don't give up! It's your money and your vacation, if a pool is a priority and a reason for booking a particular resort, you deserve to have use of that amenity!

 

[meggybear17]

As the OP mentioned, the ASSports pool was due to open prior to her visit (and mine, as I am booked there 9/14-9/22). About two weeks ago I learned that the pool rehab would not be complete until October. Personally, I don't really mind that the kiddie pool will be closed, however the 8 other rooms booked under my grand gathering all have small children. To have to take these kids and all of their pool gear next door to ther other all stars will be quite a production.

My sister in law called and was told "no" and "there's nothing we can do" on numerous occasions. Finally, someone in guest services listened (note *you must speak with guest services in these instances*). All nine rooms in our grand gathering were moved to POP.

Don't give up! It's your money and your vacation, if a pool is a priority and a reason for booking a particular resort, you deserve to have use of that amenity!

 

[meggybear17]

sorry for the double post!

 

[MosMom]

The point is, the OP booked her vacation with the assurance the pool would be open. She has paid EXTRA money to Disney to be close to the pool. Disney has now closed the pool but she is still paying the extra money. That is just wrong. She isn't getting what she has paid for. At the very least, she need to get a refund for the preferred amount.

Keep trying and ask to speak to guest relations. Don't back down and be sweet as sugar.

 

[Makdyn]

I got the letter too yesterday. I am pissed that the pool is still going to be closed. We are going from sept 12-18. I was told when I booked that it will be open around the 14th. So I booked that hotel. If I would have know it would not be open at all through out my trip then I would have booked another hotel. I am calling right now to see what they can do for me

 

[DisneyFans4]

I got the letter too yesterday. I am pissed that the pool is still going to be closed. We are going from sept 12-18. I was told when I booked that it will be open around the 14th. So I booked that hotel. If I would have know it would not be open at all through out my trip then I would have booked another hotel. I am calling right now to see what they can do for me

Good for you

Let us know how you make out.