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

[Aristomommy]

OP: I can understand your frustration, especially two trips in a row. If this happened to me, I would contact a supervisor where you reserved your trip. I would also call the resort directly to see what they can do then. Pool closures along with other rehabs happen all the time, but they shouldn't have promised to you the pool would be open by your trip. You paid for a preferred room for this reason, and they should either refund that portion to you or move you to another value resort without forfeiting your free DDP offer. Good luck.

 

[poeticdiabetic]

I am quickly realizing by being a member of this board that our vacations are extremely easy.

See, we go a maximum of 6 days and a minimum of 5. We sleep and take pictures at the hotel. Oh, and watch that crazy brunette talk about how wonderful of an experience that she's having on that 24-hour Disney attraction review channel thing.

Other than that, we are at the Parks. We don't care if the swimming pool works or if they don't carry sugar-free cookies in the dining area (which I've only picked something up there once.) I don't care about upgrading our room or getting a room with a view. (We ALWAYS stay at a value resort.)

Our criteria for our hotel is as follows:

1. The room must be clean.
2. The electricity, TV, toilet, shower, sink, two twin beds (fully made with pillow, sheets, and comforter); and water must work.
3. We must have air-conditioning.
4. We cannot wait more than 15 minutes for a bus.
5. Those buses must have gas, seats, and a driver.
6. That bus must take us directly to the park safely.

If they provide us with those items, that hotel has properly done it's job. Just let us sleep and give us a ride to the parks.

 

[Tomader]

You have every right to be mad. They need to work on pools in January or Febuary. Not in the hottest month of the year. I also have had bad dealings with Disney on a resort issue. They were very rude and offered very little help on the issue. I would keep calling and demanding an upgrade or be moved to a hotel that has a working pool!!!

 

[Tomader]

I am quickly realizing by being a member of this board that our vacations are extremely easy.

See, we go a maximum of 6 days and a minimum of 5. We sleep and take pictures at the hotel. Oh, and watch that crazy brunette talk about how wonderful of an experience that she's having on that 24-hour Disney attraction review channel thing.

Other than that, we are at the Parks. We don't care if the swimming pool works or if they don't carry sugar-free cookies in the dining area (which I've only picked something up there once.) I don't care about upgrading our room or getting a room with a view. (We ALWAYS stay at a value resort.)

Our criteria for our hotel is as follows:

1. The room must be clean.
2. The electricity, TV, toilet, shower, sink, two twin beds (fully made with pillow, sheets, and comforter); and water must work.
3. We must have air-conditioning.
4. We cannot wait more than 15 minutes for a bus.
5. Those buses must have gas, seats, and a driver.
6. That bus must take us directly to the park safely.

If they provide us with those items, that hotel has properly done it's job. Just let us sleep and give us a ride to the parks.

Sounds great if the price was far less than what it is. Say 50.00 a night? 120.00 I demand a little more. Call me crazy??

 

[LilGMom]

When you plan a trip for the end of Regular Season on into Value Season you can expect for more things to be closed for refurbishment, that is typically how it goes. If you don't want to run into that or want to make sure that all seasonal attractions are open you should plan trips for Peak Season.

Having said that it does stink that you paid for a preferred room in anticipation of its proximity to the pool. You are allowed to hop to the other All Star pools and while that might not be convenient with two small children it is an option. I don't think or feel that WDW should offer to upgrade you to a moderate, deluxe or DVC resort because that is a different ballgame altogether and your unhappiness with your room ressie isn't because of loud construction throughout the majority of the resort (like AKL and why they are upgrading those guests). I do think/feel that you should consider calling back and continue calling back until they have removed the preferred rate from your ressie and charge you standard/water view only. The whole deal about it being preferred, from my understanding, is its location. And if you can't take advantage of that location I don't think you should have to pay for it.

We tend to go in the off season and while some of the refurbishment might be a bit of a downer I don't let it kill the overall joy and magic of our vacation. The vacation will be what you make it regardless of your room location.

 

[DisneyFans4]

I too won't let the refurbishments get me down. I already know when I get there that 2 of my favorite rides, Spaceship Earth and Haunted Mansion, will be closed for refurbishment. I'm upset but understand because they are in need of it. I love WDW and there are other things to enjoy and I can look forward to the refurbishments next year.

I am counting down the days and can't wait!!!!

 

[Tissa]

Well the choice really is to stay where you are with the main pool closed and have free food or move to a resort with a open pool and pay for your food. Disney doesn't really owe you anything.

 

[hmp2z]

Disney doesn't really owe you anything.

Except for the extra money that she paid to be closer to a now non-existent pool! I also don't get the "Thank you, Disney, for allowing us to throw thousands of our hard-earned dollars at you, in exchange for whatever cavalier treatment you deign to mete out to us."

Definitely call the resort directly and talk to guest services, then the manager of All Star Sports, then I would maybe even ask for that person's manager. Why? Because on the lone occasion when my family has ever asked for the All Star Sports manager, he completely blew them off. And their issue was major: my brother's family was given a room with someone else's wet urine spot on the bed. The management never moved them, never apologized, never rectified the situation.

I have a low opinion of All Star Sports resort's customer service now; I would definitely try to go above this resort's manager's head. They SHOULD do one of two things: refund your preferred room fee or move you to a preferred room in a value resort with a pool. Who cares if it's during free dining? There are plenty of people on free dining changing their reservations; there's an entire thread on how to do it!

Good luck!
Heather W

 

[5280 Mommy]

Preferred does not equal pool proximity at the value resorts. It only gets you in a room that is in one of the two buildings closest to the food court and front desk. Pool view is not something that Disney garauntees at the value resorts. It makes the incredibly difficult job of room assigning even more impossible, especially when it's group season and one group can take up an entire building.

 

[5280 Mommy]

Except for the extra money that she paid to be closer to a now non-existent pool!

once again, preferred does not get you pool proximity......it only get's you close to the main building.

That's why Disney is not offering to lower the rate.

 

[Disney*Dreamer]

once again, preferred does not get you pool proximity......it only get's you close to the main building.

That's why Disney is not offering to lower the rate.

But when she called to make her reservation she ASKED if the pool was going to be open because of what happened on her last trip.

 

[jw50]

It amazes me how many people on the Dis feel that they are "entitled" to "compensation" when something is not exactly what they were expecting regardless of the fact that Disney is providing exactly what they are obligated to provide. Disney makes no guarantees that every ride, attraction, restaurant, pool, etc., at the time that you are going to be at Disney. If you book a preferred room at any of the resorts Disney is fully meeting their obligation if they provide you a preferred room at that resort.

Now if the OP is able to work out a deal they are happy with more power to them but Disney is under no obligation to do anything other than provide exactly what the OP paid for, which is a preferred room in a specific resort.

I seriously doubt (although I guess I could be wrong) that the definition of a preferred room at that resort guarantees being close to a fully functional kiddie pool for the duration of your stay.

 

[jw50]

But when she called to make her reservation she ASKED if the pool was going to be open because of what happened on her last trip.

And she was told that it was scheduled to be open. And anyone who believes that schedules never change is only "duping" themselves.

I am sure that Disney would agree to a full refund, even though they are not obligated to do that if it is within the 45 day window.

 

[skier_pete]

Sorry, I haven't read all the replies...but my advice...take it "up the ladder". Call the reservation desk, and when they tell you they can't do anything, ask for a supervisor. Be cordial and polite, even though you are frustrated. Explain to them the situation that this happened to you last year, and you are considering never staying on-site again with the treatment you are getting. (Remaining calm and polite.) Have a couple options that would satisfy you. Explain all that you are asking is to get moved to a different resort, or if they refuse, to at least not pay for a preferred room that is no longer really "preferred" (on the pool). If that person doesn't help, ask for THEIR supervisor. Dob't raise your voice, explain that you realize it is not the person's fault, but be insistant.

That's my 2 cents...good luck.

SkierPete

 

[Disney*Dreamer]

And she was told that it was scheduled to be open. And anyone who believes that schedules never change is only "duping" themselves.

I am sure that Disney would agree to a full refund, even though they are not obligated to do that if it is within the 45 day window.

She is not asking for a full refund, just a refund of the cost difference between preferred and standard, or to be moved to a value with a perferred room.

 

[estherhead]

I hate to post again as I feel I've said so much. But, again, I really don't think that this is about entitlement or fairness. Disney is a for profit corporation. We all understand that. Magic aside. And to this particular family a pool is extremely important. They made that clear from the beginning.

If you were staying at a resort & got a letter that said no buses would be stopping there for the duration of your stay but you could walk to another resort & use their buses, how would you feel? Or whatever it is that makes you choose the resort you choose. You could always rent a car, or walk the 15 minutes to a neighbor resort for the bus, what's the big idea? It matters because you planned your whole vacation around that bus picking you up at YOUR resort.

Of course Disney doesn't "owe" them anything. But if the OP decides that Disney saying "It will be open" and then taking their money, then saying "It won't be" will ruin their vacation then the OP has a right to say, "This is important to me, give me my money back or make this right." Disney doesn't have to. And the OP doesn't have to go to Disney.

But in this particular case with these particular needs, if I were Disney I would like the opportunity to make this right & keep this family as a loyal customer. It would be so simple & then this family would tell everyone they knew how Disney had made it right & Disney would get a loyal customer spreading word of mouth of how great Disney is.

 

[jcpuppy.com]

How callous some folks are.

I am sorry that twice now your trip was not as you had hoped, even while trying to make sure this time the same mistake wouldn't happen.

While nothing is guaranteed, it can be a real bummer to not get what you want.

I would call guest services and explain what happened and simply tell them you are content to switch to any other resort that has the main theme pool open and will offer you your free dining. You aren't looking for any extra discounts or perks or prizes, you simply what you had planned for.
Maybe they can even check ther calendar and compare when they decided to close the main pool vs when you made your ressie

If it all fails, then you have a couple options, get a refund and write a letter and explain why you decided to spend your money elsewhere or you can simply make the best of the situation. Take your kids the typhoon lagoon and they will forget ever wanting to use the main pool at the resort!!

 

[wen8jr]

I hate to post again as I feel I've said so much. But, again, I really don't think that this is about entitlement or fairness. Disney is a for profit corporation. We all understand that. Magic aside. And to this particular family a pool is extremely important. They made that clear from the beginning.

If you were staying at a resort & got a letter that said no buses would be stopping there for the duration of your stay but you could walk to another resort & use their buses, how would you feel? Or whatever it is that makes you choose the resort you choose. You could always rent a car, or walk the 15 minutes to a neighbor resort for the bus, what's the big idea? It matters because you planned your whole vacation around that bus picking you up at YOUR resort.

Of course Disney doesn't "owe" them anything. But if the OP decides that Disney saying "It will be open" and then taking their money, then saying "It won't be" will ruin their vacation then the OP has a right to say, "This is important to me, give me my money back or make this right." Disney doesn't have to. And the OP doesn't have to go to Disney.

But in this particular case with these particular needs, if I were Disney I would like the opportunity to make this right & keep this family as a loyal customer. It would be so simple & then this family would tell everyone they knew how Disney had made it right & Disney would get a loyal customer spreading word of mouth of how great Disney is.

Exactly! I couldn't have said it any better myself!

If you can't have the Disney amenties you are paying for without hassle why stay at Disney and pay the Disney price?

 

[brymolmom]

Same thing happened to me last year - I was scheduled at ASMo and then found out that the pool was closing....They moved me KEEPING my free dining (even after the promotion ended) to POP Century.

Keep trying and don't forget to ask for a supervisor.

 

[5280 Mommy]

She is not asking for a full refund, just a refund of the cost difference between preferred and standard, or to be moved to a value with a perferred room.

The pool being opened or closed has nothing to do with paying the standard or preferred rate. Disney makes no promises when it comes to attractions being open or closed. If she booked a preferred, she will get the preferred room regardless of pool status.

Seriously, it's a simple phone call to the resort that will fix this. The 5 day window is the magic time to call and make special requests or fix problems such as these. Calling central res or waiting until check in day is the best way to not get this worked out.