I just want to cry - help?

[mcgill93]

So... pardon the long story... I booked our Disney trip several months ago after getting a pin for free quick service dining. We booked our trip for October 15th through the 22nd at POR with a Royal Room - water view, and upgraded to the regular dining plan with sit down meals. My mother in law is turning 80 and lives in Florida, so the family decided to plan a special dinner party for her. It is at California Grill. The only night they could get reservations meant we had to arrive two days earlier. When I originally called, they said they didn't have a water view royal room for the dates I needed, so I looked into staying off-site for a couple of nights. We decided to stay at a value resort instead for two nights, so I called to book at Pop for the 13th and 14th. When I spoke to the Disney reservations person, she was so helpful and informed me that she could book Pop for me, but that she also had the 13th and 14th available at POR. She assured me it was the same room (Royal, and we wouldn't have to move after the first two nights) and it was water view. She quoted me the price with dining and it was great. After asking her a million times and having her assure me that it was a water view and we could stay in the same room the whole time (all 9 nights) I booked it.

I got my vouchers in the mail yesterday and it shows a garden view (i.e. parking lot) instead of water view. I called and of course, they informed me that there is nothing they can do. They conveniently can't see who "helped" me when I called, and stated they didn't "have the authority" to bump my complaint up. Of course there are no water view rooms left so basically there is nothing I can do. I am so upset, and to top it off, the price seems to be what I paid for the water view, which is about $100 more in total than the garden view.

We usually stay at WL but decided to try this again because I wanted my daughter to see the Royal rooms. I am so disappointed! In your experience, is there anything I can do?

Thanks for listening. We spend so much on these Disney vacations and have been every year since 2005. I put so much planning into it and it just makes me so sad! The topper is that when I went online to look up my reservation, it says I don't have one, even though I have already made my dining reservations and have looked them up before.

 

[mcgill93]

Even my emoticons and little bouncy characters next to our names aren't working. Is this a sign? (confused smiley would be inserted here if it worked).

 

[Mousemommy1]

So... pardon the long story... I booked our Disney trip several months ago after getting a pin for free quick service dining. We booked our trip for October 15th through the 22nd at POR with a Royal Room - water view, and upgraded to the regular dining plan with sit down meals. My mother in law is turning 80 and lives in Florida, so the family decided to plan a special dinner party for her. It is at California Grill. The only night they could get reservations meant we had to arrive two days earlier. When I originally called, they said they didn't have a water view royal room for the dates I needed, so I looked into staying off-site for a couple of nights. We decided to stay at a value resort instead for two nights, so I called to book at Pop for the 13th and 14th. When I spoke to the Disney reservations person, she was so helpful and informed me that she could book Pop for me, but that she also had the 13th and 14th available at POR. She assured me it was the same room (Royal, and we wouldn't have to move after the first two nights) and it was water view. She quoted me the price with dining and it was great. After asking her a million times and having her assure me that it was a water view and we could stay in the same room the whole time (all 9 nights) I booked it.

I got my vouchers in the mail yesterday and it shows a garden view (i.e. parking lot) instead of water view. I called and of course, they informed me that there is nothing they can do. They conveniently can't see who "helped" me when I called, and stated they didn't "have the authority" to bump my complaint up. Of course there are no water view rooms left so basically there is nothing I can do. I am so upset, and to top it off, the price seems to be what I paid for the water view, which is about $100 more in total than the garden view.

We usually stay at WL but decided to try this again because I wanted my daughter to see the Royal rooms. I am so disappointed! In your experience, is there anything I can do?

Thanks for listening. We spend so much on these Disney vacations and have been every year since 2005. I put so much planning into it and it just makes me so sad! The topper is that when I went online to look up my reservation, it says I don't have one, even though I have already made my dining reservations and have looked them up before.

First, take a deep breath....

Now, a couple of things...when you booked the additional 2 nights and got the email confirmation, did you confirm at that time that it was in fact water view? If you have that confirmation, I would go ahead and try to speak with someone in guest services to figure out how you somehow ended up being bumped to a garden view.

Secondly, a garden view, in my understanding, will be of something "green", not a parking lot...the parking lots are the "standard" views. Not sure if that helps you any.

Thirdly, no one in the CRO would be able to ensure that you were able to keep the same room even if you were able to get another water view room. Unfortunately, they just do not have that power, despite telling you that's the case. It could be put on as a request to have the same room, but again, it's a request, not a guarantee.

And as far as the price difference, the extra two days you added were a Saturday and a Sunday, so you are getting one night of weekend rates, which are more expensive, which might explain the price.

It sounds like you have put alot of time and thought into planning your vacation and I think that it is going to be wonderful, but again, if you have the initial confirmation that the other two nights would be a river view, I would go ahead and give guest services a call. Good luck!!!

Oh, and I would just try refreshing your reservations...that website is nuts! I'm sure your ressies are still there.

 

[princessallegra]

Also fyi a water "view" room isn't really a view, because there isn't a balcony. It's an exterior corridor. I am sorry you didn't get the room category and things got messed up. I will say I don't think paying for a "view" at a mod is worth it. I did it the first time we ever stayed at a mod (POFQ) and I was like, why did I pay for this lol?! Also, POR is GORGEOUS. And as another poster said, the garden view is a garden view, standard view is parking lot. Finally, you never know if upon arrival you may be able to get the water view. Ask!

 

[buzznina]

Did you ask if they had garden view rooms available for 15th - 22nd? I only ask this because, to me, water view is really not worth it, your room would face either the quiet pool for the courtyard fountain. I would also call guest services and not the reservation line, to see if you can get better assistance.
I believe it's this number, Disney Guest Relations - 407-824-4321

 

[janatmovies]

Thats terrible. I'd ask for a supervisor who could help since you were given wrong info.

 

[maryj11]

The water view room are not really worth the extra money unless you are going to sit by your window and look out a lot. Garden view are just as nice.

 

[ccgirl]

I understand your frustration but in the grand scheme of things is it really worth getting upset about? I have had my "views" moved a few different times anyway when the view I had booked was not available upon check in. Honestly, my family is in the room so little (too much fun enjoying the parks and pool) that the view doesn't matter. As a PP stated, I would view the email confirmation to see what it says.

 

[ktlm]

I suspect you are upset about losing the royal room, not the fact it is a water view. I'm upset for you just reading your post. Losing a royal room without our consent would be a POR deal breaker for us. The Royal room would be the reason we booked that resort. Do you have any e-mail anywhere after the change that mentions a royal room on it? If you do, I would find that and call back immediately. Even if you don't I would still try to call back and talk to someone else. Remain calm and be as polite as possible. If you have your original confirmations of the royal room I would pull those too and offer them to show that you were supposed to be booked in a royal room and THEY are the ones that made the error when they extended your room reservation.

 

[princessallegra]

I suspect you are upset about losing the royal room, not the fact it is a water view. I'm upset for you just reading your post. Losing a royal room without our consent would be a POR deal breaker for us. The Royal room would be the reason we booked that resort. Do you have any e-mail anywhere after the change that mentions a royal room on it? If you do, I would find that and call back immediately. Even if you don't I would still try to call back and talk to someone else. Remain calm and be as polite as possible. If you have your original confirmations of the royal room I would pull those too and offer them to show that you were supposed to be booked in a royal room and THEY are the ones that made the error when they extended your room reservation.

If this is the case, I misread. Great advice!

 

[ktlm]

If this is the case, I misread. Great advice!

Thanks! Having a 6 year old princess fanatic at my house, immediately tipped me off that her main issue was that her 5 year old wasn't getting the Princess room.

OP after you have checked all your E-mails and used them to support your position in your call (hopefully talking to a supervisor which you should request if the initial CM is not doing something for you), if you still aren't getting anywhere then I would politely complain that I did not appreciate being downgraded to a garden room view for the price I was quoted and given for the Royal Room. I would also advise at the beginning of the conversation that you only booked POR because your daughter wanted to stay in a Royal Room, otherwise you would have been at WL, and that your 5 year old daughter is going to be extremely sad (or heartbroken if that describes how your daughter will feel) if she does not get to stay in the Royal Room you booked. I just checked the WDW website and the first time I looked it didn't pull up any Royal rooms available at any rates for your dates, but the 2nd time I ran it through it did pull up the Royal Rooms at rack rates for your dates. If they have Royal Rooms available, even if they do not have the "free dining" set aside rooms left, then when it is their mistake they should fix it and give you one of those rooms. If there are not any Royal rooms still available, maybe they will at least cut the price, or maybe upgrade you do a different resort. If your post change confirmation E-mail says you are booked into and paying for a Royal room, there is no way I would accept a lower priced garden view for the same price. When we were looking at the Royal room for our next trip, at least on our dates, it was very close to the same price as WL.

 

[Mousemommy1]

Thanks! Having a 6 year old princess fanatic at my house, immediately tipped me off that her main issue was that her 5 year old wasn't getting the Princess room.

OP after you have checked all your E-mails and used them to support your position in your call (hopefully talking to a supervisor which you should request if the initial CM is not doing something for you), if you still aren't getting anywhere then I would politely complain that I did not appreciate being downgraded to a garden room view for the price I was quoted and given for the Royal Room. I would also advise at the beginning of the conversation that you only booked POR because your daughter wanted to stay in a Royal Room, otherwise you would have been at WL, and that your 5 year old daughter is going to be extremely sad (or heartbroken if that describes how your daughter will feel) if she does not get to stay in the Royal Room you booked Maybe they will at least cut the price, or maybe upgrade you do a different resort. I looked at the WDW website for your dates, and there weren't any Royal rooms pulling up as available at rack rate even, so unless this is just a paperwork error and you really are supposed to be in a Royal room, they may not have one to put you in (unless they get someone else to agree to an upgrade and give yours back). If your post change confirmation E-mail says you are booked into and paying for a Royal room, there is no way I would accept a lower priced garden view for the same price. When we were looking at the Royal room for our next trip, at least on our dates, it was very close to the same price as WL.

Hmmmmm, after reading it again...are you seeing it as she rebooked her whole package to include the first two nights? I could see it being read that way.

I thought she was just referring to the first two nights being Garden View, but the rest being Water View, but you could be on to something. Hopefully OP will come back and explain further and update on what happened.

If your scenario is correct, I would cry too!!! Hopefully, OP has those original confirmations!!!

 

[ktlm]

Hmmmmm, after reading it again...are you seeing it as she rebooked her whole package to include the first two nights? I could see it being read that way.
:

Yes, I could be wrong, but I read it as they re-booked the entire trip telling her it would be a Royal room, and now they aren't in a Royal room for any portion of their trip. My DD would be so sad if that happened to us. I'm keeping my fingers crossed that her post change confirmation says Royal Room on it!

 

[MMS1125]

Hmmmmm, after reading it again...are you seeing it as she rebooked her whole package to include the first two nights? I could see it being read that way.

I read it that way too but is it a royal room-garden view? or just a regular room garden view. If it's Royal Room-Garden View I'd be happy with that but question the price since it should be cheaper than water view. Rather look at a garden vs a pool personally. I hope it was just a misunderstanding and you can have somebody at CRO help you.

 

[J&J]

Call and ask for a supervisor and tell the your story. Seems like a mess we have had this before one a ess so hard to straighten. Call make sure everything they say then have them email your booking.good luck

 

[cwt580]

oops..."goofed"

 

[nkereina]

As others have said, the CM was incorrect... no one can guarantee you won't have to move rooms, even if the same room type is booked. Unless you re-book your whole package to add the two nights into one package, your room only reservation and your package are two separate reservations. You even have to re-check in to the package once your first two nights are up. And depending on how busy it is, you may need to move rooms. Chances are you won't have to, but it solely depends on occupancy rates and housekeeping. Not something a reservation agent in a call center can ever say. So sorry that CM gave you misleading info... seems to happen a lot unfortunately.

 

[cwt580]

to moderator..could you please remove my previous post and this one... wrong discussion by accident.. im sorry....thats what i get for 2 monitors running with 2 different discussions monitored.....NAH.. IM NOT ADDICTED..

 

[mcgill93]

Thanks for the feedback! It is still a royal room but I was charged for a water view and given a garden view. They definitely messed up as my original reservations stated water view, but then they changed it to garden view even after me asking 20 times to confirm that I was getting the same room as my original reservation, just adding more nights. I know it is not the end of the world, but it is disappointing and I still am not sure how to get reimbursed for a less expensive room. Thanks for your support!

 

[wdwfamilyinIL]

I would call and talk to a supervisor, and take good notes with names and if they can offer any type of number to help identify them.

While I was talking to them I would have them read me off each nights rate, and then ask what the rate is for garden vs river. It is possible the there was a rate change from your original booking, and then with adding the dates. We have never been charged for a view that we didn't get.

Unfortunately like posted before there is no one that can promise what you will get until you check in, we learned that the hard way. We are a family of 5, and at Riverside last year we were given a room for 4. It didn't matter what I said or did, personally its our least favorite resort for a lot of those types of things, but in the long run it never hurts to ask.

I would just keep trying, and if you get down there and things still our iffy continue to ask for a supervisor. There is always a manager somewhere.