If your reservation is thru Hotels.com or other "wholesale" site

[The Hendies]

HELP!!
For our October 11 - 14 All Star Sports Reservation

June 26th - I spent 3 hours on hold with Disney only to find out my reservation has to be changed thru Hotels.com
June 27th - I called Hotels.com and they say there is no availability at Disney/they can't fix this.

Any suggestions?

 

[kaytieeldr]

Just that it the OTA can't provide you with the trip, they need to refund you.

 

[Sunnywho]

Undercover tourist has my December wholesale reservation. They say Disney will move it to an equal or better room. It will show up in MDE without notice.

 

[aballerina]

I am also booked with hotels.com
Nov 7 - 21 All Star Sports, paid in full.
Since it's so far away I haven't called. I'm just sitting tight for now. Hoping Disney will automatically move me to Pop.

 

[fla4fun]

My August reservation is through a third party. They can’t do anything for 2020 because Disney wasn’t taking any bookings for 2020. Your reservation is still good, even if your resort isn’t open.

If you don’t change anything and your resort isn’t open yet when you arrive, Disney will move you. This move should be complimentary, but you may not get to choose where you are moved to. I would expect that you would be moved to Pop or the LM rooms at AoA if All Star is still closed.

If changing to a particular resort is important to you, I would just keep trying. You may have to pay for this modification if the second resort is more expensive. Once we get through next Monday, I expect to see 2020 bookings to reopen, at least as far as modifications are concerned. Your trip is far enough out that you have time.

 

[The Hendies]

I am also booked with hotels.com
Nov 7 - 21 All Star Sports, paid in full.
Since it's so far away I haven't called. I'm just sitting tight for now. Hoping Disney will automatically move me to Pop.

I did call Hotels.com, they wanted to put me in a 'comparable off site location'. I didn't do that.

My August reservation is through a third party. They can’t do anything for 2020 because Disney wasn’t taking any bookings for 2020. Your reservation is still good, even if your resort isn’t open.

If you don’t change anything and your resort isn’t open yet when you arrive, Disney will move you. This move should be complimentary, but you may not get to choose where you are moved to. I would expect that you would be moved to Pop or the LM rooms at AoA if All Star is still closed.

If changing to a particular resort is important to you, I would just keep trying. You may have to pay for this modification if the second resort is more expensive. Once we get through next Monday, I expect to see 2020 bookings to reopen, at least as far as modifications are concerned. Your trip is far enough out that you have time.

I'd love for you to let me know how it goes for you in August. I hope to be there in October.

 

[NOLA_Tink]

We booked through an online booking engine for ASMovies (for next week). I called the company and asked them to make a note that I did not want my reservation cancelled, if/when Disney contacted them regarding a relocation. I also called Disney's reservation number and asked them to make a notation that I did not want my reservation to be cancelled and would gladly accept a relocation. They could not make any changes for me over the phone, because it was booked through a third-party vendor, but I believe he was at least able to make a notation. Then, 1 week later, I saw my reservation was updated in MDE and we had been relocated to SSR. Fingers crossed that there aren't any issues between now and then. Best wishes!

 

[Ninjagrrl]

So a Wholesale CM called me today to follow up about an email I sent expressing my disappointment over the way our reservations are being treated. She was very sweet and understood my concerns about placement bc my son is in a wheelchair.
One of the things she mentioned was that UT had NOT confirmed I was keeping my reservation, despite UT telling me they had.
She was going to call them ASAP to get them to correct it. She also said that they have not yet received direction from department heads as to the matrix for moves that far out. They have been working in rolling 2 week windows with the soonest arrivals first. (Which totally makes sense.) But, considering the uniqueness of my situation, she was going to try to get special approval to go ahead and get my reservation moved as soon as she gets the confirmation from UT.

So, no change yet, but at least some answers and hopefully a resolution soon.

 

[Sunnywho]

Does anyone have the direct number for the wholesale department at Disney?

And Ninjagrrl, any update, did they fix things for you?

 

[Ninjagrrl]

407-939-7740
Was the number that called me from wholesale. Not sure if that's the official number or what.
And no, I haven't had my stuff fixed yet.

 

[kaytieeldr]

Does anyone have the direct number for the wholesale department at Disney?

And Ninjagrrl, any update, did they fix things for you?

You should email like the above poster. Odds are the Wholesale Department will need to decline to work directly with a third party customer.
wdw.guest.communications@disneyworld.com

 

[The Hendies]

I called Hotels.com and they claimed they were unable to do anything regarding my October All Star Sports reservation. They suggested I contact Disney. I emailed Disney regarding my Hotels.com reservation 2 weeks ago and finally heard back. The email states that they are unable to help, and to contact Hotels,com. So frustrating! Any Suggestions?

 

[kaytieeldr]

Move up the ladder. Expedia owns hotels.com

Phone Contacts
Main: (425) 679-7200
Toll Free: (800) 397-3342

How to reach a live person: Press 3

Other numbers

Customer Service Department Toll Free: 1-877-787-7186
Customer Service Department Direct: 1-404-728-8787 (this is an international number that will accept collect calls)
Press # # #
302-674-5266

 

[Sunnywho]

Disney will honor the reservation but isn't making a decision until closer to fall. So hotels.com can't do anything now, and Disney won't work with you directly because your reservation belongs to hotels.com. Suggestions are to wait it out, book a refundable back-up in case you don't like what you get, or cancel and rebook where you want even if it costs more. I wish I had booked directly through Disney.

 

[Ninjagrrl]

Disney will honor the reservation but isn't making a decision until closer to fall. So hotels.com can't do anything now, and Disney won't work with you directly because your reservation belongs to hotels.com. Suggestions are to wait it out, book a refundable back-up in case you don't like what you get, or cancel and rebook where you want even if it costs more. I wish I had booked directly through Disney.

Same. I saved a butt load of money through UT, but the stress and the waiting and worrying isn't worth it.

 

[My Happy Place_1975]

My dates were: Oct 18-24, 2020
I am keeping my dates or rescheduling to DD/MM/YYYY : Keeping my dates
My original resort was: POR -Royal Room, Garden view
I originally booked using XXXX discount: n/a
I am being moved to: Coronado Springs - Tower room- water view
My cost increase/decrease is: n/a (I figure it is a lateral move)
I made my original reservation myself/a travel website/thru a Disney TA/other: myself thorough Hotels.com
I was contacted about my resort’s closure by email/telephone/I wasn’t contacted: I wasn't contacted, I called Disney Wholesale Department in ask where they were in rescheduling wholesale customers. CM said they have completed July. I requested a note to be placed in my file that I would not be canceling and would accept a reassignment. In addition, I requested a wheelchair accessible room since my Mom broke her ankle and will be in a wheelchair for the trip. The reassignment showed up in my Disney Experience later that day.

 

[lanejudy]

In addition, I requested a wheelchair accessible room since my Mom broke her ankle and will be in a wheelchair for the trip. The reassignment showed up in my Disney Experience later that day.

I'm curious if your new room assignment reflects the requested wheelchair accessible room? That is a bookable category and not usually something assigned as a request. But I realize these aren't typical times.

 

[Ninjagrrl]

Just bumping up bc I haven't seen any third party bookings get their moves for a while.
I'm still waiting. 11/28-12/5.
Last one to weeks ago was for mid October. Hoping that means my reservation will be moved soon.

 

[Ninjagrrl]

I finally got my move!!!!!
11/28/2020-12/5/2020
Switched from AKL Standard View to....
Contemporary Tower Theme Park view!!!!
Really wanted Poly, but not complaining!!!!

 

[Sunnywho]

Booked through Undercover tourist for late December at All Star Sports.
Got switched today to Pop Century.
Received a phone call, an email and it is already changed in MDE.