Help Me Decide - Long

[dougmatt]

Posting this on DVC board even though not a points stay because I value opinions from folks here.

This January my wife and I were traveling with 2 friends to run the Disney marathon. This is an annual trip for us. Our friends are FL residents and make the reservations for this stay as they are able to get the FL res rate. We are DVC members, but make about 4-5 weekend trips during the year that we still pay cash for, as well as take an average of 1 cruise per year (Disney) paying cash. We also do 2-3 weeks in a DVC resort on average per year, are annual passholders, etc... Just providing as background info.

The cash reservations for this trip were for 2 rooms at ASM checking in Fri departing Monday. When the other couple arrived they found that only 1 room had been booked with all 4 adults in the same room. All rooms were booked at all the All Stars so front desk could do nothing. CRO was called, only offered solution was a room at the Poly for the stay at 215 / night v. the 49 rate we had at the ASM.

When our plane landed I called CRO explained situation, they transferred me to GS where I again explained. The only alternative they offered was same room at Poly. I shared our "previous" and "current" level of expenditures, as well as pointed out that this is an annual trip booked last several years in same resort in same configuration (2 rooms same adults). Only answer I received was "this was your fault for not checking reservation letter". Per travel companions, this letter wasn't received, they didn't worry about it, because like us they go all the time, and have had several occasions when they didn't receive the letter.... Dunno?!? I have had times when I haven't received one as well, so very believable.

Basically my question is, Should Disney have attempted to be more accomidating to a frequent guest? In years past it seemed they would have done SOMETHING for us. They gave no consideration whatsoever to our history, and that seriously frustrates me. I realize I pay more for my Disney vacations than a similar off-site experience, but I willingly do so for the "magic" we all know and love... This experience went a long way to destroying that feeling.

FYI We ended up taking the room at the Poly. It was 10 o'clock at night, and I had to get some sleep to get ready for the race.. Ended up costing me significantly more than I had planned... Funny thing is I have tried for years to get travel companions to switch to the Poly for this weekend, but they haven't been willing. That said, the change in budget so close to the race was upsetting and disappointing (not to mention the financial surprise right after X-Mas!)

I have written 2 e-mails, a letter, and a couple of phone calls with no answer... Seriously NO ANSWER... Not even an oh-well, you suck, etc! Nothing.... Dead Air.... Thus I decided to post here for opinion. I STRONGLY believe in voting with your money, and I am considering "reducing" my annual vote of confidence in Disney (my DW is very unhappy with me) including selling some of my DVC contract and switching to Marriot as well as not buying a planned add-on.... Seems extreme, but I am really disappointed here.

Mainly I feel that somehow, somewhere all those times I've entered my freakin' phone number for reservations, tickets, etc that someone would be able to see that we invest a cubic ton of our disposable income in our vacations there and could have acted to save this situation from reaching this state... The $200 or so they could have thrown my way to "make me happy" would far outweigh that which I am considering cancelling (including upcoming cruise). Apparently the resurgence in the travel industry has changed them from being a service company to a no-service company???

Also BTW I wasn't asking for a "free room". I accepted the blame (even thought I wasn't the reserver and really had no way to catch this) and only asked for something better than 5 times what I planned on paying. I was willing to move mid-stay, whatever was necessary. I had to call CRO daily until I found a room at ASM we could move into Sunday night and save a few bucks.. They couldn't even call and let me know...

OK sorry for the venting, but I really want opinions from people in similar situations, and this is the place.

Also as added info, never once was a CM rude to me, and only once did I raise my voice, and it was to the GS person who told me there was no supervisor on duty, she was the last point of contact I would get, there was nothing she could do beyond what was offered, and basically our customer history was in fact meaningless (my interpretation ).. I was very frustrated at that point (1 hour into a cell phone car on way from airport sitting on side of road etc..).. I went to the "next level" of discussion just to see if it would matter.

Opinions? Am I out of line / Off the wall? I am now one of the dreaded DVC members?!?

D

 

[lllovell]

I would have followed your EXACT route of trying to remedy the situation. I am surprised that they could not help you in some other way, but I do know that the hotels around marathon time are rather busy. I had a problem before and was offered the Grosvenor at the rate of an All Star and was quite happy with it (very nice place, still on property, etc).

I am also torn here, since ultimately, as you admit, it was your fault (or your traveling partners) for not checking the reservation sheet or for not calling when the 2nd one was not received. I have often wondered WHY you must give your phone number every time and then once again identify yourself (or why do I punch in my reservation number in the phone system only to have to give it again to the CM when they pick up?). Like you, we spend many nights on property (paying cash) and will continue to do so even with being DVC members now.

Are you looking for some sort of restitution at this point? Are you just wanting someone to say "sorry" because you got that before right? What are you looking for here?

I would want someone to at least call me back to ask what the policy is when a mistake like this has been made. That is how I have gotten things resolved before is not by saying "you need to fix this" but by asking what the policy is and seeing if it fits my situation at all. I am sorry it cost you so much more and you didn't get to enjoy your "upgrade" because of the stress that went along with getting it (the budgeting issues, the lack of room issues, etc).

 

[bongo59]

sorry but i am with CRO on this..........but i bet you had a good time anyway.........all things even out..........i bet in your next several visits you'll get your magic returned some way

 

[greenban]

As a slightly tangential post. I'm not sure it is the 'reservers' fault.

As many of you know, I bought two loaded resale contracts and an SSR add-on from Disney all last year. I made 9 rental reservations with Banked points (from my resales) since early November 2004.

I have never received a single reservation confirmation. I have now requested resends a total of 4 times, and still no confirmation. I have asked for a supervisor at MS, and all I ever got was told, we will send an internal email to the mailing department (in Tampa or Miami, I forgot which).

I have called back 5 times now about this issue, explaining that I was renting over 1,000 points, and stood to loose a lot of money. (Imagine you are my renters. Renting from a new DVC owner, no history or references, and now misteriously no written confirmation!). Still no luck.

Yesterday I called MS and got Mary . I told her my problem and she emailed me an 'email' confirmation of the ressies, still no explanation of why I can't get mailed confs. (and yes, SUPRISE I did get all my annual dues statements in the mail, on-time to boot - and yes my dues are paid!)

I asked Maria, "do I have 49 years of no conf. for SSR ahead of me?" Well they're still investigating. And yes they confirm my correct address every phone call. Maria also told me I could give MS' number to my renters, who can call with their last name, and dates of travel, and MS will then confirm the ressie's details with them! (Thank goodness, it saved me a 314 point rental)

So with that in mind, if no written conf. was recieved, I side with the OP in this one. Disney owes 'em.

-Tony

 

[lllovell]

Wow Greenban! what a mess for you huh?

Mistakes happen. I am not sure Disney "owes" them, but it sure feels to me like it could have been handled much better. The fact that there has been no response to the attempts after the fact is VERY disappointing as well.

I suppose deep down I would feel like it was my fault, but I would have called hoping they would help me. You know - looking for that magic and all.

 

[rocketriter]

I feel for you and I'm sure that this experience let you down. But I think your "entitlement" isn't all that strong. If someone else made the reservations for you so you could get a resident rate, then this mishap took place on their watch and not yours. They should have confirmed the arrangements more effectively in the first place, and they're the ones who had the standing to call and complain to CRO. Yes, you are long-term customers and I'd love to have heard that CRO was more than merely pleasant to you, but I wouldn't advise cancelling and selling because of this.

 

[LIFERBABE]

I think your history should have been taken more into account. And yes they can put your info in the computer and come up with all your past reservations and stays.

Once they determined that it was an honest mistake on whomever's account, (who cares) by looking at your previous stays and history for the marathon weekend and it would make no sense for you to change that behavior (unless you wanted to be up close and personal with your friends), then yes they should have tried to accomodate you with more reasonably priced accomodations.

Im not saying you should have been offered the Poly for $49 (nor did you imply that) but something that was closer to what you would have spent.

I know I have higher expectations of Disney and so far they have met those expectations. If there comes a time that they treat me like Im not staying at Disney, then there are some great places to stay elsewhere. It would take more than one occurrence for me to look elsewhere, but it would definitely be added to the next occurrence.

 

[calypso*a*go-go]

So, in a nutshell...all of this resulted from the fact that your friends were getting a room for you at a discounted rate that you didn't qualify for yourself. I would just consider this a costly lesson learned and not rely on your friends for ressies in the future. Just pay the few extra dollars and reserve in your own name.

I agree that Disney should acknowledge your correspondence but don't really feel they owe you any special treatment. You indicated you have used this method for several years...perhaps the difference you had to pay at the Poly would be similar to what you would have had to pay over the years by not getting a FL resident rate.

Sorry...don't want to rock the boat. Must be the cold meds. wearing off.

 

[DrTomorrow]

1. Well, that's what happens when you depend on others to make ressies for you. If it had been me, when I didn't get a conf. I would have spent the time to at least get a verbal acknowledgement (well, I would have wanted a fax ).

2. Sounds like Disney did their best; the did find you a room on a very VERY busy weekend. And - as you said - they treated you very politely.

3. IMHO, your "history" should play absolutely no part in their decisions. WDW ain't Vegas, and you aren't a "whale"; lots of people spend a lot of money at WDW. However, Disney should treat every guest, from those who stay at Motel 6 and is at the MK for a single day to the folks who stay Concierge at the GF for 3 weeks, with the same level of respect and courtesy. Now, if it had been Disney's fault - if you had a conf letter that said "2 rooms" - then I would have expected them to "make good"; not because of past expenditures, but because they made a commitment. But it was your friends' fault, so Disney made a good faith effort.

Note: I hate entitlement attitudes, particularly when it comes to Disney.

IMHO - YMMV

ETA: Oh, don't sell your DVC just because a friend screwed up some ressies.

ETA2: Is that even legal, for FL residents to make a FL discount ressie for non-residents?

 

[SueOKW]

I understand what it's like to not get a response to a letter. Continental messed up a reservation terribly for us one year. (I had made some date changes and paid the fee by fed ex on line.)

By the time we made our flight, they had no seats left together and they had to move my kids away from my husband! He was flying down with 3 kids, one disabled. (I was coming down the next day.) He had to stay with DS so my two DDS (7 and 5 at the time) had to sit way behind him. He had to carry my DS down 16 rows instead of 2 rows that I had originally booked. Not pleasant. They would take no ownership for the problem.

Like WDW did for you, they found us seats, but not the ones we wanted. And this was after a major panic that they lost the reservation entirely. I had to pay for the ticket switch twice and then work to get the refund afterwards. Amazing.

I was so furious. They offered me $200 flight vouchers, but they had to be used in a year. There was no way we could use them in a year. I asked if they could extend it? NO. I wrote a letter to Gordon Bethune. After a month and no response I sent it again, registered. He never responded. He never gave it to a minion to respond. (and they say they are #1 in customer service.) All I wanted was a response and someone to work with me about the vouchers.

Bottom line - he never wrote. I never got the vouchers. I boycotted them for about 3 years - so they lost all of $4,000.00 in flights. whoopee. a drop in the continental ocean.

this is my point - finally... we only punish ourselves when we boycott something that big.

We need direct flights and they are the ones that can provide it. I had to swallow my gall and go back with them. But every time that Gordon Bethune pre-flight announcement starts I want to give him the raspberry!!!

 

[CarnotaurDad]

Hi SueOKW,

The good news is for your next Continental flight, you won't have to see Gordon. He has stepped down as Chairman and Larry Kellner is the new person on the Pre-Flight announcement.

I am surprised they didn't respond because they are (usually) very good with customer complaints.

 

[dougmatt]

Thanks for all the replies. To answer some questions and respond:

lllovell - What I was looking for in posting... Opinions really.. I wanted to know if I was totally out to lunch even looking for anything, or having expected any concessions beyond the 215 room at Poly. Thank you for your sympathy comments. BTW I only decided to post for opinions when I got nothing but dead air from Disney....

bongo59 - Yes we ended up having a good time, after about 24 hours that it took for the frustration to wear off. Luckily I was in a position this year to absorb the additional cost without missing a step (at least not a full one), though there have been many years where this would have hurt! The real problem is the strain on the friendship with our travel companions. I have basically "let it go" at this point, but there was no offer on their part to "assist" financially with the new burden. On the other hand they were NOT in a position to do anything about it. There only offered solution was to travel back and forth from their house (about 1.5 hours each way) and let us take the room. I didn't feel that was fair with a 4AM line up time for the marathon, so I took the room.

Sue-OKW - "we only punish ourselves when we boycott something that big." - My wife would NEVER let me completely boycott the mouse! AND I wouldn't want to over something this small. I am really just asking for opinions on the overall state of SERVICE at Disney these days. Several friends who frequent the parks have said they feel service level is really down. If that is the case, then I am considering whether to INCREASE my investment.... Thoughts???

Dr Tomorrow - While I always enjoy your posts... You are high if you think that's the way the world works.... I am a business owner, and I treat ALL my customers like GOLD.... That said, my regulars are treated like PLATNUM. They pay my bills, they are the reason I could decide to stay at the POLY in this case. If Disney (or ANY tourist area) isn't going to take into account the level of expenditure then they are foolish. I am not looking for an entitlement policy. I have NEVER asked for a particular room, view, etc when making ressie or showing up. I have never asked for special treatment during routine operations. I am only this time asking for consideration of my history in this "conflict resolution" which should afford me something.... Ultimately I agree it was my friends fault for not checking the reservation. On the FL resident rate question, yes it is legal to make multi-room reservations under FL discount, just as you can make multi-room DVC discount ressie's, Multi-room AP ressie's etc... And NO I WILL NEVER TRUST SOMEONE TO MAKE MY RESERVATION AGAIN. However with these folks we had done this alot, not just at Disney, but on beach trips, ski trips, etc. Saves the number of calls required to book, and ensures the rooms are linked so we have a better chance of ajoining rooms on arrival. We could have gotten the same rate as an AP rate (I think) so we weren't really doing it for the discount... More it's just the way we've ALWAYS done it for this trip... No More though

greenban - Thanks for confirming that we aren't - "The only ones" !!!

calypso*a*go-go, LIFERBABE and rocketriter - Think I already answered your comments with the above, but I do value your opinions and comments!

Thanks!

D

 

[DrTomorrow]

[snippity] Dr Tomorrow - While I always enjoy your posts... You are high if you think that's the way the world works.... I am a business owner, and I treat ALL my customers like GOLD.... That said, my regulars are treated like PLATNUM. They pay my bills, they are the reason I could decide to stay at the POLY in this case. If Disney (or ANY tourist area) isn't going to take into account the level of expenditure then they are foolish. I am not looking for an entitlement policy. I have NEVER asked for a particular room, view, etc when making ressie or showing up. I have never asked for special treatment during routine operations. I am only this time asking for consideration of my history in this "conflict resolution" which should afford me something.... Ultimately I agree it was my friends fault for not checking the reservation. On the FL resident rate question, yes it is legal to make multi-room reservations under FL discount, just as you can make multi-room DVC discount ressie's, Multi-room AP ressie's etc... And NO I WILL NEVER TRUST SOMEONE TO MAKE MY RESERVATION AGAIN. However with these folks we had done this alot, not just at Disney, but on beach trips, ski trips, etc. Saves the number of calls required to book, and ensures the rooms are linked so we have a better chance of ajoining rooms on arrival. We could have gotten the same rate as an AP rate (I think) so we weren't really doing it for the discount... More it's just the way we've ALWAYS done it for this trip... No More though [snap]

Well, I'm not into drugs, so I'll assume you meant "high on life" - guilty as charged! I too own a small software business (accent on the small ) and I try to treat all my clients equally - with the best service I can give - whether they spend a little or a lot. I guess that if I had a client that spent a significantly larger amount than the others, I might try to do more, but I like to think I do more for all of them. Regardless, I'm willing to bet that Disney has thousands (10's of thousands?) of "frequent guests" who visit as often as you do - and a fair amount who visit more often. Being a "regular" at WDW is being part of a pretty large crowd, a crowd that may have to settle for GOLD treatment - particularly when it is in response to a guest error on a very busy weekend (Disney can't manufacture rooms ::grin:: ). Besides, as you point out, Disney already rewards "Regulars" with a raft of discounts - AP, DVC, FL - for their purchases and continued business.

I confess to some surprise that Disney hasn't yet responded to your after-visit communications. I'd hope that it is just taking time to get to the appropriate people - please let us know if you do hear from them, and share their response.

IMHO - YMMV

PS As a small business owner, I never assume that the order has been confirmed, that requirements are agreed upon, that the reservations have been made or that "the check is in the mail" without at least a verbal - and preferably written/faxed & signed - confirmation....

 

[dougmatt]

For comparison sake, I own a retail food business (QSR). My business is very similar to Disney's in that I am transaction based with multiple levels of transactions. A customer who enters one of my stores once is very valuable to me, and my intent is to lure them back with discount offers, phenominal service, etc in an attempt to make them a regular. My regulars are invaluable as they represent 70-80% of my revenue. Effectively a QSR one time customer represents a $5-$10 transaction per year, most of my regulars represent $7,000-$10,000 per year (an average of $8323 for the specific number). Obviously gross rev not not. The net number is significantly better for the regular as they are less "dependant" on discount driven business, than the typical 1 timer. I don't give my regulars special day to day treatment, but when they have a problem... You can bet they get taken care of!!!!

On the disount topic - Disney offers discount rooms to AP's, DVC's, and FL res. NOT because they are "rewarding" them.... No. No. No. This isn't an entitlement program, or reward program, etc.. Too many people think / act like it is (see posts on this very thread!) They offer those discounted rooms based on historical occupancy rates, for off-peak travel to fill a room that would otherwise sit emtpy. Thus making something on the room (or possbily breaking even though that is hard to believe at $215 a night), in an effort to drive attendance, food spending, etc.. Basically leveraging the in place infrastructure to drive sales in other areas. Effectively they would have to pay house keeping, front desk, lights, water, etc for common areas anyway... They just need to recoup specific room expense to make money on that transaction.... BUT having the person there who spends the money on food, tickets, extra's represents money they wouldn't otherwise get....

Basically the discount on the room is given to me to get me to spend money they wouldn't otherwise be able to touch.... I do not feel rewarded by the discount, expect the discount, etc. I do accommidate them by spending that money elsewhere. Everyone wins.

FYI for all... My wife just made cash reservations for the CR Feb 10-14... Guess my boycott considerations didn't go very far <sigh>.... And for those who care ($166 a night wing room AP discount).... Bet I spend a LOT more than I saved on the room....

 

[dougmatt]

PS As a small business owner, I never assume that the order has been confirmed, that requirements are agreed upon, that the reservations have been made or that "the check is in the mail" without at least a verbal - and preferably written/faxed & signed - confirmation....

Guess doing business on a handshake doesn't work with you? Funny, Regular or not, if someone comes in my stores having forgotten cash or card for payment, I give 'em their food and tell 'em to pay me next time.... Only once have I had someone not come back and pay me..... As you say YMMV.... All in the attitude....

D

 

[kathleena]

I feel very badly for the frustration you felt during your weekend. I know how I would have felt in the moment.

It's easy to sit and reflect, while not experiencing the situation first hand, and give an answer. While I would hope that CRO might lean to accomodate, I have to side with them for these two thoughts:

1. I always, always get my confirmation. I think without confirming it, that the guest is missing their step - to be sure they got what they asked for. I think we all bear responsibility for that last confirmation and should not pass the buck to Disney. They do their part, we do ours after to be sure they did theirs.

2. I imagine that if the policy were less restrictive, there would be a lot of instances of people claiming they booked more than one room (or whatever the circumstance) Every business draws the line somewhere. I think Disney made it clear where theirs in drawn.

Should they have looked into your history? Quite possibly, but that remains to be seen once your email gets to another GS CM.

Disney takes 3-6 weeks to reply to emails, from my experience. Don't give up yet that they aren't looking into it.

 

[bobbiwoz]

Don't be too sure that you won't hear from Disney. This past Monday, I got a call from a CM telling me that I WILL be getting a call from someone regarding a letter that I sent. When I asked her what this particular letter was about, she couldn't tell me, it was her job however to tell me that I would be getting a call and that Disney wanted me to know that my correspondence was important.

The letter in question was mailed the end of December, I knew that this letter must have been about PS's we had, I was just curious as to what this CM knew.

Bobbi

PS. I too am surprised about Continental. They sent us Omaha steaks one time, fully unexpected by us, because our flights were cancelled.

 

[dougmatt]

Interesting! I will be sure to follow up if they do respond!

D

 

[dougmatt]

I said I would follow up if I heard from Disney.

I heard from them today.

First, while it took them awhile to follow up, I am glad to have heard from them. They did give me some small "compensation" directed toward a return visit (which is good because we have already been back, and plan to go back again next month).

Ultimately I am pleased that they called and discussed the issue (most important), took my recomendations for change, and offered me a small compensatory award. In my mind that was what I wanted to see happen..

Just wanted to let you know, and close this thread!

D

 

[Pa@okw95]

I really do not think you rank up there with the big spenders at WDW. Most of them would never consider staying at one of the value resorts. Take a closer look at the whole situation.