in tears over reservations

[#1hockeymom]

I hope I am putting this in the right spot, as my original questions posts went to the regular resort threads.

*wiping away tears* Here goes. Last night I booked my room through dreams unlimited and was very happy. I had finally decided that yes, I wanted club level first, even though I could get the teacher discount. I booked my room for the 23-28th. They sent me an email, then I just finally received the confirmation email and it reads totally great except for a "non smoking" instead of "smoking" on my confirmation. I was going to call them about that, but decided to go through starwood and see if I could make changes there.

Went to starwood, the dreamsunlimited confirmation number for my hotel *not their confirmation number but the "second" one for my specific reservation does not work. It doesn't work over and over, it isn't even long enough. I go through my starwood card and my reservation pops up, with a number that is 2 digits longer, and has nothing in common with the number dreamsunlimited gave me in their second email. Now everything falls apart.
They have me in a club level room for ONE NIGHT, not five

I called starwood, they say there aren't any more rooms at cl for smoking. I explain that I had a room for five nights/six days, I even have it printed off, but somehow between dreamsunlimited and starwood my room reservation was drastically changed. They told me to call customer service, which of course is closed after 530 pm central time.

I called the Swan.. absolutely NO help what-so-ever. So little help in fact I am actually wondering why I decided to put my family here. I really am not sure if I am mad with them, or just upset at my vacation plans being thrown up in the air like this.

I called customer contact through starwood. Once again, they say they don't have it, they cant book it, so its all on dreamsunlimited's lap. That might be so, but is my reservation that unimportant to them?

I am just really upset right now. Booking my whole family through Europe last summer was easier than this, and I was so excited last night when I decided, STOP READING the boards.. book the hotel, you're making the right decision!

Anyone else have this happen? How did you get it fixed? I can, right now, book my room at dreamsunlimited's site. Should I do this now and cancel my first reservation? I am afraid that I will end up having two reservations, owing on two, and no one in power coming to my aid for that, too.

teary eyed,
Debbie

 

[kidzmom3]

I think you should email your travel agent at Dreams and discuss this. Most hotels/airlines won't even talk to you if you booked thru an agent. So what they have available may not be the same that is avail to an agent. Good luck, I hope it all works out for you. No company wants bad vibes from its customers, especially a company in the heavily depressed vacation market.

 

[pamlet]

Hi there,
I'm not SURE what the scoop is with Dreams Unlimited - but it is possible that they may have blocks of rooms there. Then if they don't sell them by a certain time they go back into Swan's inventory. I don't know if that is the case for sure, but a few years back the travel agency I worked for had a similar set up for a weekly graduation event that brought in folks for 500-600 graduates.

It makes perfect sense that the confirmation numbers don't match - mostly due to the fact that Starwood and the travel agency are probably on totally different computer systems.

Take a VERY deep breath - and call them first thing tomorrow. You won't be able to accomplish anything tonight anyway. If you don't get anywhere with the first agent - ask to speak to a supervisor.

The moral of the story is - when booking through a travel agent ALWAYS go back to the travel agent. If you start messing around directly w/the hotel, airline or car rental company if you booked through the agent - often you get caught in the middle - and then the agency cannot help you.

Good Luck!!

Pam

 

[JLS]

Debbie - this is not worth crying over. Its going to be OK!! Smile and take a few deep breaths..... then email your Dreamsunlimited agent - let THEM handle the problem - that is what they are there for. In fact, my understanding is that if you book through an agent, you are supposed to make all changes through that agent, not by calling the hotel directly, which may account for their attitude when you talked to them. Dreams unlimited will work things out for you at the Swan, or something else just as good will be worked out! I have great faith in Dreamsunlimited. At this stage, a glitch over your reservation is not worth getting upset...... the only reservation problem potentially worth crying over would be if you showed up there and they didn't have your reservation and EVERYTHING was booked and your family had to go to Motel 6 offsite or something..... that won't happen!

Good luck.

 

[#1hockeymom]

Thank you for your replies. I did forget to add that the Swan had me booked on the day previous to my "one night only" booking, which was the THIRD weird thing. I technically don't have a travel agent with dreamsunlimited but just the company, since I was able to book the rooms last night completely online, with confirmations. I have emailed them, and received a short email stating that they would work on it in the morning. *please Bob work hard!* Had this been an issue of just the smoking/no smoking I wouldn't be upset. I originally went to starwood to see if I could fix that glitch online w/o having to bother other people with my reservations. It was at starwood's site where I realized the entire reservation was basically bogus.

NO motel six! I can just imagine explaining that one to my DD who is 17. Swan and Dolphin are about as offsite as I am willing to go. Ever since that first all stars visit we realized that you can keep the magic all day long as long as you don't dare drive anywhere near Kissimee/international drive!

I will try to get sleep tonight, and worry about this in the morning.

Debbie

 

[pamlet]

Let us know tomorrow what happens. It seems that Dreams Unlimited has a pretty good reputation on the board. I bet there's nothing wrong at all!!

 

[jaw62901]

First of all, I am so sorry to hear about your problems with your reservation. Second, let me explain the reservation thing. I had both a reservation with DU and one directly through Swan made by phone. If I remember correctly, the DU reservation number I got on there website was SW12954, but when I got my confirmation e-mail from them, it was completely different. When I better deal came out through Swan dirrectly, I got a 7 number reservation number with them.

This kind of problem is exactly why I asked Swan to fax me confirmation of my reservation so I would have it all in writing and made sure all of my requests (king bed, non-smoking, club level, view facing Epcot) were also clear to the reservationist. This is also why I like to make my reservations on my on. This way the only person anyone can blame is themselves if they don't get what they want.

I hope your plans work out.

Jason

 

[gschmerl]

When I booked the Dolphin through DU, I called the hotel to confirm the reservation. They have their own reservation numbers which are different from DU's, but my reservation was fine. I used the hotel's reservation number to get into the Starwood site. DU is great. I'm sure they'll straighten everything out. Let us know how things turn out!

 

[#1hockeymom]

Last night I received two emails from Bob from dreams unlimited. One of them included phone numbers, including his cell phone if I felt I needed it. This morning, everything (almost) has been straightened out, and it looks like the perfect vacation again!

He also *downgraded* per request my room to balcony resort view, but kept my club privileges. YEAH BOB! Here is the letter he sent this morning *he sent three last night*


Hi Debbie, On checking the reservation I found that the agent
at the hotel had
entered your reservation incorrectly. We had supplied the
correct information it
was the hotels error. They apologize for causing you stress.

I also had them make the room type change you wanted with the
resort/balcony
resort view with a club level privilege. You will not have to
worry about that
now.

You are all set and I apologize for the hotel again for the
mix up they made. If
you want you can call that 800 number and you will find that
the reservation is
correct.

If you find any problems PLEASE give me a call.

Have a Magical Day!

Bob Varley- Dreams Unlimited Travel Specialist


I still need that ressie to change to smoking, but I know Bob will come through for me!

A much happier person,
Debbie

 

[Athena]

Glad to hear that everything's getting straightened out. My husband was incredible freaked out when I booked online, but I'd heard lots of great things about DU on here and I completely trusted them. Yay Bob!

 

[cinmell]

I'm glad to see that it all worked out for you!

 

[jmkst58]

Dreams Unlimited did great for me, and I'm glad they helped you too. Feel free to let them know about any help that you need. They're very helpful.

 

[Fantasia Sam]

Debbie

I'm pleased everything worked out for you - I'm thinking about Club at the Swan for our December trip so look forward to hearing about it.

 

[#1hockeymom]

Yesterday afternoon I received another email from Bob stating that my room had been changed to smoking, and that everything seemed to be in order. YEAH BOB!

What a relief after where I started from a few days ago! NO vacation booked and I felt like I was watching the prices rise on airfare everytime I didn't hit "purchase now", to vacation booked and felt great. Then I go to copy my confirmations and find 5 days of my vacation missing! I am glad that everything is in order, and tomorrow I can relax *HA* and go back to teaching/being a hockey taxi/hockey manager/mom, but not a worried vacationer! I will be in my laughin' place on June 23rd!

Debbie

 

[Fantasia Sam]

Even better news Debbie