Furious at Disney- need advice!

[Heartwish]

Hi,

I have been to Disney 8 times in the past and have always stayed somewhere cheap out of the world, then once the All Stars were built, we started staying there. I've wanted to stay at WL since it was built, but we have to get 2 rooms so it has been out of the question. Finally, this year, I decided that I was going for it. I purchased an annual pass to get the discount, and the day after the discounts came out I changed my ressie from 2 rooms at the POP to 2 rooms at WL. I have my ressie number and the total at the annual pass rate, which saved me around $1800. Getting concerned that I had not yet received my reservation in the mail (but did receive the cancellation for Pop), I called today. They have my ressie at WL, but it is not booked at the AP rate!!!! It is written in the comments that I was reminded to bring my AP to show, but it was not booked at that rate. Now, they are saying "Sorry, but there are no more AP rooms left for WL." I am just about in tears over this! I said that I can't believe they can't make an exception since this is obviously the fault of the woman who took my ressie, and it was like talking to a brick wall. Finally, I was put through to customer service who basically just told me the same thing. I have never had a bad Disney experience and am so upset at their handling of this. They in no way even tried to make it right. My kids are so excited to stay at WL, and a good majority of our activities revolve around our staying there. Does anyone have any suggections? How about the direct line to Michael Eisner?!
Thanks for listening.

 

[Heartwish]

Hi,

I have been to Disney 8 times in the past and have always stayed somewhere cheap out of the world, then once the All Stars were built, we started staying there. I've wanted to stay at WL since it was built, but we have to get 2 rooms so it has been out of the question. Finally, this year, I decided that I was going for it. I purchased an annual pass to get the discount, and the day after the discounts came out I changed my ressie from 2 rooms at the POP to 2 rooms at WL. I have my ressie number and the total at the annual pass rate, which saved me around $1800. Getting concerned that I had not yet received my reservation in the mail (but did receive the cancellation for Pop), I called today. They have my ressie at WL, but it is not booked at the AP rate!!!! It is written in the comments that I was reminded to bring my AP to show, but it was not booked at that rate. Now, they are saying "Sorry, but there are no more AP rooms left for WL." I am just about in tears over this! I said that I can't believe they can't make an exception since this is obviously the fault of the woman who took my ressie, and it was like talking to a brick wall. Finally, I was put through to customer service who basically just told me the same thing. I have never had a bad Disney experience and am so upset at their handling of this. They in no way even tried to make it right. My kids are so excited to stay at WL, and a good majority of our activities revolve around our staying there. Does anyone have any suggestions? How about the direct line to Michael Eisner?!
Thanks for listening.

 

[musicmom3]

Hi, I have no advice, but I feel awful for you. Sending pixie dust your way. I am sure people here will be able to give you good advice.

 

[minijeanie]

call back & see if you can be put on a wait list. People change their reservations all the time. I'm sure something will open up for you.

When are you going?

 

[ptrbryant]

With the "bring your AP" on the reservation, surely they can see it was the CM's fault. I don't see why they can't adjust the price on the room---obviously, the room is there for you, just at a mistakenly higher price. I hope someone else has a useful suggestion. Mine would just be to keep calling and speaking to perhaps a different manager. Or, call the WL Manager directly.

Hope things work out!

Karla B.

 

[webray]

Welcome to the world of making AP reservations...the customer service for us has steadily gone down hill and the discounts are few and far between.

 

[Bonnie40]

Wow! I would be upset too!

Keep calling and pushing on this. It doesn't make any sense. Sometimes a different CM can make all the difference!

 

[MichiganMomto4]

I'd be very angry and upset, too. It's not like it was completely forgotten because of the AP reminder so they KNOW they made a mistake. I am very disappointed that this is not being made right for you. I'd keep calling back. I'd tell them that their answer is not acceptable and you want to speak to the next person up in the pecking order. Maybe you will get to Michael

Good Luck!

 

[keys2kingdom]

That really stinks! I'd keep calling definitely.

 

[CarolA]

Take a deep breath.
Then call back.

Ask the first person you get to fix the problem, if they can't ask for thier supervisor and so on.... CALMLY ask them to read the note on the reservation and ask WHY that would be there if you had not been given an AP rate.

I can't stess enough that you must remain calm as soon as you get upset you are giving them the reason to say "she is being unreasonable" which you are not, but.....

Make a note of each person you talk to and ask them who they report too. Eventually you will get the right person.

 

[Lewisc]

I agree just keep going up the food chain. It's obvious a mistake was made. Now if AP rooms weren't available the date you made your reservation you might have a harder time.

 

[txgirl]

It sounds like you have not spoken to the person who has the "authority" to make the changes necessary. I agree with previous posts. Each time you are told "sorry", just calmly ask to speak to their manager. Best of luck!

 

[csmommy]

Last month I had a problem & was able to get it recified.

I made my initial reservation in January, & when I did I asked if there was any discounts in my name. I was told no, & was told no the 2 times I called back to change my ressies. Then, when the whole call for a code in March started, I called again & was told it had expired in February. Well, I was none to happy & pointed out when my initial ressie was made, etc & was told there was nothing they could do, so I asked to be tranferred to a higher up.

I then explained the entire story to this Guest Relations person & she said she would help me. She tried everycode she had (no she didn't tell me what they were) & said there was nothing available at the Poly for the nights I was going I should call back everyday. I called her the next day & she asked for my number because it would take awhile. I said a package discount would be fine also. She called me back 30 minutes later & got me an amazing discounted package!

I suggest you call again & ask for Guest Services. They really can work magic for you.

 

[catwub]

That is ridiculous!!! I would be so upset. They need to make this right. One thing I have definitely learned from these boards is, try, try again. Yes, it is frustrating, but keep calling back!! And PLEASE let us know what happens! Sending some pixie dust your way that your next call will do the trick!!!

Catwub

 

[Kaitysmom]

Ditto - don't let them get off easy on this one. They must absolutely honor the rate that you booked - to do otherwise is bad business. I am sure that if you stand firm you will get to a mgr that is high enough up in authority to have this taken care of. You have the date that you booked the room along with the date that the annual pass rate is valid and also when the rates were released. They really have no excuse, especially with the notes on that screen (thank goodness for that!) The CMs you have spoken to probably don't have the necessary authorization to book the room since it isn't showing available. The ressie will probably have to be forced into the system. Be persistent!

 

[CheshireVal]

I agree you should keep calling back and going higher up the chain.

If they even had the "show your AP" note on your ressie, it's obvious it's Disney's mistake. You should not be penalized for that.

 

[lilyprincess]

My husband is a res supervisor with an airline and he said that you should call back and try to talk to another supervisor at the res center. He said agents make mistakes and they make exceptions due to those errors, but you have to get a supervisor who is willing to make that exception. I know it is probably hard but he also said be extremely nice because if you are nice they are more willing to go the extra mile. Good luck.

 

[Scoootch]

Try this

WDW Guest complaints ---

wdw.guest.communications@disneyworld.com

Let us know what happens! That is just wrong

 

[sarahg311@hotmail.co]

No advice but man I would be ragin'!! I would call back and demand to speak to a supervisor. They should make an exception because this is obviously not your mistake!!Maybe they can give you the same rates at another deluxe resort?? I know WL is where you want to stay but maybe they can at least offer something to you....let us know how it goes.

 

[winniedapooh]

I agree with the others and would not let this sit. I would send a letter, read it a few times before you send it, and I would also call guest relations. I would NOT put up with this! Especially since I have also had to get 2 rooms at WL to have DH and our kids stay on site once and know how expensive it can be! Good luck.