Not impressed with disney right now!

[MissKristinaLianne]

NOT IMPRESSED WITH DISNEY RIGHT NOW!

Let me start off by saying I am a consultant for the largest travel company in Canada. I specialize in group travel (including weddings). Prior to working here I have worked for Starwood Hotels Int’l and Marriott Int’l in a similar sales and group role. I am 14 days away to celebrating my 1 year anniversary working for this wonderful company.

I’m 25 years old and have been to Walt Disney Word 11 times… my first visit was in 1989 (off-site). From the first time my parents stepped on-site to Disney we have yet to stay anywhere else. My parents also bought into DVC in the mid 1990’s after we had been going back to Disney year after a year. My parents both being college professors (and having 4 months off per year) we’d spend minimum 1-2 weeks at Disney a year followed by a beach rental for another 2 weeks. I’ve stayed at the majority of the hotels at least once… and travelled to California in 2009 to check out Disneyland.

It’s my anniversary on August 3rd… and when my DF and I sat down to discuss where to go to celebrate we initially were thinking about a cruise. My DF works also within the travel industry and we travel at least 6X a year. In 2011 alone we rang in the New Year in NYC… spent a week at Sandals in Jamaica in February… Spent 5 days at Atlantis Bahamas in April…. Spent a few days in Puerto Rico in May followed by a 10 day Southern Caribbean cruise. We travel A LOT! My DF loves to cruise but knows of my love for Disney… he’s never been to Disney himself- so after a little convincing he’s really excited to go!

Since I work for a corporation certified by IATA I am entitled to special “travel agent” rates with Disney. I pondered over DVC but decided to go with Port Orleans Riverside for 6nts/7 days at the end of July/beg on August. I booked the room (with a $200 deposit- rest being due on June 15)… and understood under stipulations I had to show “proof of employment” (not a problem!). 10 minutes later I booked our flights with Air Canada then proceeded to call DME. I received an email from a Disney Validation Member stating I had 48 hours to fax a copy of my IATA card or my reservation converts to Rack Rate. The policy for most agencies (to my knowledge) is that they will sign the forms to issue you an IATA card after 1 year of employment. So immediately I filled out the necessary documents. Keep in mind- with other companies who offer agencies special rates a letter of employment from human resources and business card was always sufficient. I even paid the extra $25.00 to have it rushed to me within 8 business days ($50 out of my pocket- total).

I immediately had HR send me a form that included our IATA #, company info, my job title and name and faxed it to the phone number Disney provided me. This was last Thursday- and I was away for an extended long weekend. I returned on Monday to find an email that Disney rejected what I sent them and converted by Travel Agent Rate to RACK RATE (which is no joke- DOUBLE the cost). I sent them an email back politely explaining to them that I had already submitted my IATA form (& rushed it) and if they could extend the deadline for a few more days. I also explained I was not eligible to even HAVE an IATA card since I am now employed with the company for 1 year. I also submitted how I had my flights already booked and we were coming 100%. Disney responded back (a gentleman- won’t mention his name) some generic email stating its company policy and there’s nothing that can be done. He gave me the option to refund my deposit or I would need to pay the FULL rack rate by the 15th. IF I got my IATA card then I could either see if they would switch it back to a travel agent rate OR I can re-book (and get my $ back) and see if there were any travel agent rates available. I’m going in HIGH SEASON… I don’t want to risk it!

I called another phone number and spoke to a supervisor and explained everything and again they wouldn’t extend the deadline by a few days… like seriously? I told them to look up my last name as myself and my family have been loyal to Disney for 20+ YEARS… NOT to mention I have sold 11 “Grand Gatherings for 19-45 travelers at Deluxe and Moderate hotels in 2011 alone! Don't even get me started on what my parents paid years ago to board a Disney Cruise ship and how many Disney cruises I sell!

…REALLY FRUSTRATED RIGHT NOW! I DON’T WANT TO LOOSE OUT ON A ROOM AND THIS WHOLE SITUATION HAS MADE ME REALLY SOUR TO A COMPANY I HAVE LOVED FOR YEARS.

*thanks for letting me vent*

 

[Deb & Bill]

Well, there are rules that you need to follow. Evidently Disney did not think you were following the rules. Thus, you pay rack rate. You only have yourself to blame.

 

[maxiesmom]

Did Disney explain why they rejected you under the IATA rate? If so, and they told you you were not allowed the rate, then I can see be upset, but they are doing nothing wrong. If you should be allowed the rate per Diseny's rules, then call back.

Disney is pretty strict on following rate guidelines, no matter how much money your family has spent on their property in the past.

 

[MissKristinaLianne]

Well, there are rules that you need to follow. Evidently Disney did not think you were following the rules. Thus, you pay rack rate. You only have yourself to blame.

I work for a certified IATA agency... so therefore I automatically fall under their membership and have now been issued a card (which they need). I have rushed my form and will get it by the end of the week (Wednesday morning is what they told me)... they couldn't extend my deadline for a few more days?

 

[Jedana]

Did you check what documentation you would need prior to booking?

My friend is a travel agent down here (she's in Texas, I'm in Florida) and she said that Disney's policy is not unknown. I'm a FL resident, and I know I need to have a valid DL or other proof of residency to get FL rates at hotels/amusement parks/etc. I always call or email to confirm exactly what the place we're going needs for confirmation.

 

[MissKristinaLianne]

Did Disney explain why they rejected you under the IATA rate? If so, and they told you you were not allowed the rate, then I can see be upset, but they are doing nothing wrong. If you should be allowed the rate per Diseny's rules, then call back.

Disney is pretty strict on following rate guidelines, no matter how much money your family has spent on their property in the past.

Disney said they needed me to fax a copy of my IATA card (which I have applied for... paid to have it rushed and will be here by Wednesday). They need a copy within 48 hours of making a reservation... I faxed them PROOF OF EMPLOYMENT with our company IATA# right away. Then they said I that wasn't acceptable and had to fax my card with the picture ID ...all I wanted is the deadline extended until Wednesday and I would be able to fax it right away. I was willing to pay everything as well... it's pretty ridiculous.

 

[Cdn Friends of Pooh]

Disney said they needed me to fax a copy of my IATA card (which I have applied for... paid to have it rushed and will be here by Wednesday). They need a copy within 48 hours of making a reservation... all I wanted is the deadline extended until Wednesday and I would be able to fax it right away. I was willing to pay everything as well... it's pretty ridiculous.

It's unfortunate and yes it sucks, but Disney was only following their policy. Anyone can print up a letter on official looking letterhead and fax it to Disney hoping to get a discount, especially one like a travel agent discount (which I'm betting has been tried many times and that's why they don't accept it). You didn't have the necessary card at the time of booking, therefore you weren't entitled to the discount at that time.

 

[Luv Bunnies]

Disney probably has these types of situations pop up all the time. That's why they stick to firmly to their policies. If they agree to extend the deadline for one person, word would get around and they'd have to do it for everyone who asks. They're better off not setting that precedent for anyone. And they probably have numerous agents who have spent a ton of money with them and booked lots of trips for others. Still, they are better off sticking to their policy. As long as their policies are published and easily accessible, there's no reason for anyone to expect that they would be the exception. Most large companies operate the same way.

 

[DisneyBoundinDec]

It's unfortunate and yes it sucks, but Disney was only following their policy. Anyone can print up a letter on official looking letterhead and fax it to Disney hoping to get a discount, especially one like a travel agent discount (which I'm betting has been tried many times and that's why they don't accept it). You didn't have the necessary card at the time of booking, therefore you weren't entitled to the discount at that time.

I agree, I'm an Authorized Disney Travel Planner as well and do not have my IATA card just yet, I'll be entitled to it soon, however at this time I don't have it so am not entitled to all the discounts and perks that it offers.

You should have waited to book until you had the card in hand. I know it stinks, but I would have waited.

 

[Marionnette]

NOT IMPRESSED WITH DISNEY RIGHT NOW!

Let me start off by saying I am a consultant for the largest travel company in Canada. I specialize in group travel (including weddings). Prior to working here I have worked for Starwood Hotels Int’l and Marriott Int’l in a similar sales and group role. I am 14 days away to celebrating my 1 year anniversary working for this wonderful company.

I’m 25 years old and have been to Walt Disney Word 11 times… my first visit was in 1989 (off-site). From the first time my parents stepped on-site to Disney we have yet to stay anywhere else. My parents also bought into DVC in the mid 1990’s after we had been going back to Disney year after a year. My parents both being college professors (and having 4 months off per year) we’d spend minimum 1-2 weeks at Disney a year followed by a beach rental for another 2 weeks. I’ve stayed at the majority of the hotels at least once… and travelled to California in 2009 to check out Disneyland.

It’s my anniversary on August 3rd… and when my DF and I sat down to discuss where to go to celebrate we initially were thinking about a cruise. My DF works also within the travel industry and we travel at least 6X a year. In 2011 alone we rang in the New Year in NYC… spent a week at Sandals in Jamaica in February… Spent 5 days at Atlantis Bahamas in April…. Spent a few days in Puerto Rico in May followed by a 10 day Southern Caribbean cruise. We travel A LOT! My DF loves to cruise but knows of my love for Disney… he’s never been to Disney himself- so after a little convincing he’s really excited to go!

Since I work for a corporation certified by IATA I am entitled to special “travel agent” rates with Disney. I pondered over DVC but decided to go with Port Orleans Riverside for 6nts/7 days at the end of July/beg on August. I booked the room (with a $200 deposit- rest being due on June 15)… and understood under stipulations I had to show “proof of employment” (not a problem!). 10 minutes later I booked our flights with Air Canada then proceeded to call DME. I received an email from a Disney Validation Member stating I had 48 hours to fax a copy of my IATA card or my reservation converts to Rack Rate. The policy for most agencies (to my knowledge) is that they will sign the forms to issue you an IATA card after 1 year of employment. So immediately I filled out the necessary documents. Keep in mind- with other companies who offer agencies special rates a letter of employment from human resources and business card was always sufficient. I even paid the extra $25.00 to have it rushed to me within 8 business days ($50 out of my pocket- total).

I immediately had HR send me a form that included our IATA #, company info, my job title and name and faxed it to the phone number Disney provided me. This was last Thursday- and I was away for an extended long weekend. I returned on Monday to find an email that Disney rejected what I sent them and converted by Travel Agent Rate to RACK RATE (which is no joke- DOUBLE the cost). I sent them an email back politely explaining to them that I had already submitted my IATA form (& rushed it) and if they could extend the deadline for a few more days. I also explained I was not eligible to even HAVE an IATA card since I am now employed with the company for 1 year. I also submitted how I had my flights already booked and we were coming 100%. Disney responded back (a gentleman- won’t mention his name) some generic email stating its company policy and there’s nothing that can be done. He gave me the option to refund my deposit or I would need to pay the FULL rack rate by the 15th. IF I got my IATA card then I could either see if they would switch it back to a travel agent rate OR I can re-book (and get my $ back) and see if there were any travel agent rates available. I’m going in HIGH SEASON… I don’t want to risk it!

I called another phone number and spoke to a supervisor and explained everything and again they wouldn’t extend the deadline by a few days… like seriously? I told them to look up my last name as myself and my family have been loyal to Disney for 20+ YEARS… NOT to mention I have sold 11 “Grand Gatherings for 19-45 travelers at Deluxe and Moderate hotels in 2011 alone! Don't even get me started on what my parents paid years ago to board a Disney Cruise ship and how many Disney cruises I sell!

…REALLY FRUSTRATED RIGHT NOW! I DON’T WANT TO LOOSE OUT ON A ROOM AND THIS WHOLE SITUATION HAS MADE ME REALLY SOUR TO A COMPANY I HAVE LOVED FOR YEARS.

*thanks for letting me vent*

They are just sticking by the rules and policies that are in place. Everyone has to abide by them. No one is more special because of the number of visits they have made or the amount of business that they direct to Disney.

It seems as if they are offering you the opportunity to re-book at the TA rate once you have the proper documention. Once you have it, call them again and make the changes you need to get your discount.

 

[walkdmc]

I just want to say with all the questionable press POR has been getting around here lately, I can't imagine you'd have a problem just re-booking a new POR room.

 

[sndral]

I'm a little confused, don't you need a DH (rather than a DF) to have an anniversary? Or are you celebrating when you first met, dated, or something like that?
Take a deep breath, it will probably all work out once you get your card and then you can re-book with the discount.
I'm curious, would you advise clients of yours to buy airline tickets (nonrefundable, I assume) and make a deposit on a reservation with a discount which was based on, say, residency in a particular state, when the discount offer required faxing a copy of a state issued ID or license w/in 48 hrs. of booking if that client told you they could not obtain that proof for 2 weeks, or would you advise them to wait and not risk losing their airfare?
Disney has more than 100,000 DVC member families. WDW has 23 hotels with 24,500 rooms - as much as they might like to bend the rules in particular cases, they are just too big to do so.

 

[ThreeBeans]

I'm curious why you believe the amount your, ahem, parents have spent in WDW should have any bearing on you, and why you think you should be exempt from the rules secondary to money anyway?

 

[Paradise18]

Can't you re-book once you have your required card in hand? Why the need to extend the deadline? Just curious, not trying to sound snarky.

 

[Desnik]

If I were you I would cancel, get my deposit back and then rebook when you get your IATA card. I highly doubt you will have a problem getting another room at POR even in the summer. You should be fine and I wouldn't stress about it.

I don't understand why you think because of the money your family has spent Disney would bend their rules for you? Seriously, they are a corporation like any other corporation. I cannot tell you how much money we have spent on our Disney trips, multiple times a year for over 13 years and we are DVC members with 2 contracts. I have never expected them to do anything special for me because of that reason.

 

[MissKristinaLianne]

I'm curious why you believe the amount your, ahem, parents have spent in WDW should have any bearing on you, and why you think you should be exempt from the rules secondary to money anyway?

Sorry- I don't feel entitled to anything.. I SELL THEIR RESORTS ALL THE TIME... WHY? I grew up at Disney- always loved Disney and that energy is passed on to clients. Can't tell you how many time's I've up-sold clients from XYZ Hotel on International Drive to the Values & Mods by giving them PERSONAL experiences of the benefits of staying at Disney. Do I deserve an award? No... Disney has a niche market don't get me wrong... but people in the positions like mine and with the EXPERIENCE like mine often sell "little extras" to guests that nobody knows about: Character Dining, Hoppers VS non Hoppers, EMH,land/sea packages and benefits of Monorail Resorts OVER non-monorail resorts. What does this add up to? $$$ for Disney in the end. Believe it or not... little extras like that are NOT something the average folk even knows or cares about and not EVERY family goes to Disney over & over again like here on DIS- so they have that 1 big trip and thats it.

 

[Minniemama350]

OK, sounds like you feel betrayed. Disney has been a big part of your life.You love it. You secretly, without saying it, wanted it to love you back. But the thing is, as others have pointed out in different ways, it is a cold, hard corporation that loves one thing at the end of the day...money. Get your refund, rebook when you get your credentials( and yes, there will most likely be a room) and put it behind you. I sincerely hope you enjoy your vacation.

 

[Marionnette]

Sorry- I don't feel entitled to anything.. I SELL THEIR RESORTS ALL THE TIME... WHY? I grew up at Disney- always loved Disney and that energy is passed on to clients. Can't tell you how many time's I've up-sold clients from XYZ Hotel on International Drive to the Values & Mods by giving them PERSONAL experiences of the benefits of staying at Disney. Do I deserve an award? No... Disney has a niche market don't get me wrong... but people in the positions like mine and with the EXPERIENCE like mine often sell "little extras" to guests that nobody knows about: Character Dining, Hoppers VS non Hoppers, EMH,land/sea packages and benefits of Monorail Resorts OVER non-monorail resorts. What does this add up to? $$$ for Disney in the end. Believe it or not... little extras like that are NOT something the average folk even knows or cares about and not EVERY family goes to Disney over & over again like here on DIS- so they have that 1 big trip and thats it.

That's all well and good. But what point are you trying to make? I'm a little confused as to how any of that factors into the situation?

 

[DPK400]

Do you get commission on the trips that you sell? Also, would you bend the rules for someone that can't quite pay for the trip on time or would you charge them a penalty or cancel their reservations? Most people here are indicating that WDW was following their policy to a T which at times is annoying, but understandable. Working for a major corporation you should be sensitive to this as you know that companies can make a profit if they "bend" the rules from time to time. When you have over 50 million people coming to the park you simply can't bend the rules.

 

[MissKristinaLianne]

I'm a little confused, don't you need a DH (rather than a DF) to have an anniversary? Or are you celebrating when you first met, dated, or something like that?Take a deep breath, it will probably all work out once you get your card and then you can re-book with the discount.
I'm curious, would you advise clients of yours to buy airline tickets (nonrefundable, I assume) and make a deposit on a reservation with a discount which was based on, say, residency in a particular state, when the discount offer required faxing a copy of a state issued ID or license w/in 48 hrs. of booking if that client told you they could not obtain that proof for 2 weeks, or would you advise them to wait and not risk losing their airfare?
Disney has more than 100,000 DVC member families. WDW has 23 hotels with 24,500 rooms - as much as they might like to bend the rules in particular cases, they are just too big to do so.

ANNIVERSARY that we met... and our lives were changed instantly. We celebrate that... holding off on a wedding until DF's father is back from serving our country in middle east incase you're wondering.

We are Canadian residents are most travel agencies do not sell rate discounts like that... we already have a negotiated rate. Maybe except for CDN rates for cruises which need to be booked with a CDN agency.

July is one of the busiest times for Disney... the children are out of school and well before the "risky" portion of hurricane season. I have seen Mods sell out before... it happens more then you think. Most people don't cancel within the 30 days prior to departure... its usually more like 72 hours prior to arrival I do most cancellations due to last minute health emergencies, flight problems etc.