Online AP rate cancellation policy

[johnsonet]

Hoping to help those who've been wondering about this - please respond if you've been told something different by a CM.
I booked a trip online this morning thru the Passholder site and saved over $600 on a 5-night stay during Spring Break
I then called b/c I panicked after reading some posts here and there re. the online cancellation policy. I hope the CM I spoke to was correct in telling me that ALL Room Only reservations now carry the "Up to 6 days prior" cancellation policy. My online printout said 46 days but when I check under "My Vacations" on the website and click on "Terms and Conditions" the fine print says "Up to 6 days prior" without penalty.
There seems to be confusion but I'm hoping I got correct info and that my reservation could be cancelled without penalty up until the 5-day mark.

 

[Marthasor]

According to Mousesavers.com:

For phone bookings, no change or cancellation fee will be charged if you make your modification more than 5 days before arrival. You can also book online through the Annual Passholder web site, but for online bookings it appears the change/cancellation deadline is 46 days -- a real incentive to book by phone!

The CM you spoke to may have been wrong. Anybody else have any recent experience with this?

 

[johnsonet]

According to Mousesavers.com:

...for online bookings it appears the change/cancellation deadline is 46 days -- a real incentive to book by phone!

This is exactly what had me so freaked out! That is why I called and the CM told me all Room-only fall under the up-to-days prior category.

Again, when I access my res. online, the Terms and Conditions do say that I have up until 5 days prior to get my deposit back I wish I knew for 100%!

 

[scoutsmom99]

I just pretended to book a stay at POR for Feb 12-15 and here is what the Terms and Condtions say:

Terms and Conditions for Room Only Reservations under the Passholder Resort Room Only Offer
Deposit Requirements

* A credit card deposit must be received at time of booking or the reservation will be automatically cancelled.

Cancellation Policy

* In order to receive a full refund of your deposit, notification of cancellation must be received at least 46 days prior to your arrival date. To cancel or modify an existing reservation, call (407) 560-PASS (560-7277)†. The cancellation and refund policy is subject to change.

Rate Revisions

* Room rates are guaranteed as long as your reservation is not changed.

Please Note the Following

* Room Reservations are not accepted until confirmed by confirmation number.
* For reservation information PRIOR TO ARRIVAL, please call (407) 560-PASS†.
* All rates are in US dollars.
* Final payment is due upon arrival.
* Passholder must present his or her valid pass at check in.
* All room reservations and transactions are made and consummated in the State of Florida. Room reservations and transactions and these Terms and Conditions for Room-Only Reservations shall be governed by the laws of the State of Florida, without giving effect to any principles of conflicts of law.
* These Terms and Conditions for Room-Only Reservations are subject to change by Walt Disney Parks and Resorts Online without notice.

Non-Transferable

* Reservations are not transferable, and the guest for whom the room(s) or package(s) are reserved may not be changed.


Walt Disney Parks and Resorts Online
7100 Municipal Drive
Orlando, FL 32819

Please do not send payments to this address.

CST 1022229-50


†If you are under 18 years of age, you must have your parent or guardian's permission to dial this number.

If you have one that says the 5 day policy then I would print that out for reference in case you need to cancel.

 

[johnsonet]

Still confused. Mine says what you quoted, scoutsmom but I think it's a kink (hope so!) I called and the CM said what I wrote in my previous posts. My reservation info on Disney's site says I have up to 6 days, my original printout says 46 days, as though it is a package. I'm hoping someone else has first-hand experience. Either that or that I don't have to cancel and therefore need not worry

 

[tjmw2727]

I peeked in over here to ask the same question. When I originally made the reservation it was 46 days, now it says 6 days on the website. There is a slight chance that I will need to cancel or change the reservation now so its worth a call.

I am going to call tomorrow and if necessary cancel and rebook via phone if the cancellation policy is only 6 days via phone and 46 via the website. Even if I have to switch resorts it may be worth it for me.

FWIW - I thought the push with BRP and online booking was to encorage online booking. If that was the case they are making a mistake if the cancellation policy is more favorable to the guest via phone vs online, just thinking....

TJ

 

[scoutsmom99]

Still confused. Mine says what you quoted, scoutsmom but I think it's a kink (hope so!) I called and the CM said what I wrote in my previous posts. My reservation info on Disney's site says I have up to 6 days, my original printout says 46 days, as though it is a package. I'm hoping someone else has first-hand experience. Either that or that I don't have to cancel and therefore need not worry

Hopefully, they get everything cleared up. Disney has one of the worst websites I have ever used. It would not suprise me if maybe they have just not updated the terms and conditions. Have a great trip

 

[johnsonet]

I thought the push with BRP and online booking was to encorage online booking. If that was the case they are making a mistake if the cancellation policy is more favorable to the guest via phone vs online, just thinking....

TJ

EXACTLY!! This is what makes me think it is a kink that will eventually get worked out - if I go by my online reservation info, it is already worked out
Thanks everyone!

 

[G&J's Mom]

If you have one that says the 5 day policy then I would print that out for reference in case you need to cancel.

I did just that. Came in handy too. I called to cancel an AP room last year. The CM said that the room could not be refunded because I was within 45 days. I said, no, the terms I have reference the 5 day policy. She put me on hold FOREVER, came back and said that the website is incorrect and that they were going to fix it and she was sorry but she could not refund the nights deposit. Not my fault and not acceptable. She put me on hold again and came back on the phone and asked if I could prove the terms that I was given with my ressie. I actually ended up having to email the terms from the Disney Website to them. Amazing. Kind of aggravating, but I did get the refund. Glad I kept the info.

Denise

 

[Marthasor]

I did just that. Came in handy too. I called to cancel an AP room last year. The CM said that the room could not be refunded because I was within 45 days. I said, no, the terms I have reference the 5 day policy. She put me on hold FOREVER, came back and said that the website is incorrect and that they were going to fix it and she was sorry but she could not refund the nights deposit. Not my fault and not acceptable. She put me on hold again and came back on the phone and asked if I could prove the terms that I was given with my ressie. I actually ended up having to email the terms from the Disney Website to them. Amazing. Kind of aggravating, but I did get the refund. Glad I kept the info.

Denise

Holy Toledo!! The website is incorrect so YOU are penalized! Good thing you kept your terms!

When BRP was finally switched back to AP recently, I was reading some posts where people were getting better rate quotes through the internet than over the phone for the exact same rooms. Wonder if that is where the booking online incentive kicks in?! Certainly not the cancellation policy!

To tell you the truth - the last time I was on the phone with a Disney CM to price out an AP room I heard two "not so true" statements. 1) She told me she could probably only hold my reservation without a deposit until 10 p.m. that night (it was about 7 p.m. when I called) so I should call back immediately if I wanted to book. I didn't end up booking, but got the letter confirmation/deposit request in the mail saying my reservation was on hold for the standard 14 days. 2) She told me I had to buy the AP when I made the reservation, which sounded odd to me as I always read on this board and others that I just need to show it at check-in. Sure enough, the letter also stated that I only needed to show it at check-in.

Are the CRO CM jobs heavily commission based? That would certainly explain the statements! Except I never experienced that kind of pressure from any other CRO CM . . .???