Overbooked at Boardwalk and moved barely without asking?

[Ursula J]

As others have said, if you'd booked directly, Disney would have called you and you could kind of negotiate--if BC wasn't acceptable to you, Disney probably (not always) would have come up with other options. But the TA must have just accepted the change. I'm not saying it's a bad idea to use a TA--just that in this case, someone accepted BC on your behalf instead of you getting the call. Many of us have had it happen along the way. I was moved from POR to CS one timed, but I called back and had it switched to CBR (that trip got cancelled anyway--thanks, covid!--but they were accommodating within the moderate category)

 

[chicagodisneyguy]

I know it most likely doesn't seem like it but im very easy going. However if im going to spend 10K on a "experience" then steps should be followed. THIS all could have been avoided with a simple phone call..."Mr Smith; we have ran into a problem with your room. Would you be ok with a change?" Sure no problem. Not move the cattle gates around till we fix our problem.

The issue when a travel agent is involved is that they become the point of contact with the travel provider. Whether it be Disney, another hotel chain, or an airline once the booking is done with a TA that is who the company will talk to. It basically boils down to the commission they TA receives. If the customer works directly with the travel provider it creates issues with the TA and their commission. That's why I always advocate for going direct for simple bookings. A Disney trip is not simple so I understand using a TA.

My guess what really happened is Disney called the TA and was told BW was overbooked and they would move you to BC. I bet the TA agreed without consulting you because generally that is viewed as an upgrade. You then spoke to the TA he/she was probably caught off guard at your displeasure. I think the TA's answer was more covering their butts than how the Disney call actually went. I think if the TA would have pushed back to Disney they would have kept you at BW and moved on to the next person.

I personally also prefer the BW to the BC/YC. But at the end of the day I wouldn't have cancelled a trip over it. But I can understand why you were thinking of doing it. I am happy for you that it all worked out in the end and you get to stay at BW!

 

[Miffy]

So to answer a couple of comments that were post. Both rooms were "garden view" rooms. The rates I looked up were just a quick random date of the two resorts on those dates. Again supply and demand could have a facture in the prices. Which if thats the case does not show well for the Beach Club.

Going through a TA seemed like a fast and easy process to navigate the Disney "maze".
My TA is not going to Disney world Monday, she didnt care overall if anything changed. It didnt affect her plans or mindset that was created over the past couple months.

This was a Christmas gift for my wife because I didnt know what to get her. lol

My biggest problem that could have been easily avoided was to contact me directly or have a quick conference call if legal hurdles had to be watched. "...but Disney doesnt have time for that type of contact" Again Disney at one point was not the norm company, at one point "Disney Magic" was a thing that was common.

Did they just find out Friday that the drywall wasnt done? Is there a project manger on site over looking construction? Of course there is. Call me 2 weeks ago, not the night before we leave. Just wasnt done correctly.

FLASH UPDATE; They moved us back, good grief. Im exhausted by how this was handled.

Thanks for letting me talk with others on this board. It wasnt meant to be a "rant" just "has this happened to others?"

Minus 1 point Disney

Thanks

OP, I understand your frustration with this process, but you are putting the blame in the wrong place. It's minus 1 point (or more) for your travel agent. When you use a travel agent, you are ceding the responsibility of the reservation(s) to that agent and whoever they booked with (hotel, airline, cruise, etc.) is now in their hands, not yours. The TA "owns" the reservation.

When you book directly through Disney, which, btw, doesn't involve a maze but is quite straightforward, Disney contacts you directly if there is a possible change--and they give you choices. It's never "take it or leave it."

If I were you, I'd never use this TA again. They are at fault here. Not Disney.

 

[meremac]

So here's how this works: If a guest booked through a TA needs to be moved, Disney will call the TA and talk to them about it. Sometimes, depending on the CM, they present it as a choice; sometimes, they present it more firmly, as in "this is what's going to happen". Even if it's the latter situation, I will NOT agree to the change until I talk to my client unless I'm absolutely certain that the resort they'd be moving to is one that they would actually prefer. They sometimes will push back a little, but I stand firm and they always give me at least until the end of the day to reach my client along with a direct dial number to call them back at. AND (this is the most important part), if the client agrees to the change, I ask Disney what they plan to give my client as compensation. If you don't ask that, they often won't give anything willingly. But when asked, they'll almost always give a room upgrade (sometimes to Club Level!) or a partial refund. If they absolutely aren't able to offer any compensation, they'll leave my client where they are and move on to the next person.

This is how it should be handled.

Bottom line: This was on your TA. I'm sorry this happened, but I read your update and I'm glad you were moved back!

 

[tseitel]

Yeah, definitely not -1 point Disney. Stuff happens, rooms taken out or service, over booking. Etc.
firmly -1 (or more) TA.

 

[OverbookedDave]

I looked at the TA is the "middle person", I received the call last night at 6pm from her. It didnt seem like there was an option as far as Disney was concerned. At one point I asked her "What if I dont want to change? ..."Then they dont have a room for you".

The TA seemed really nice and seemed like you was in between a rock and a hard place. The reason I didnt place blame on her was she didnt move us. I believe there needs to be a step in place for situations like this with extra effort being made to include all parties involved at the start. In real time. Again Im older and prefer voice contact rather than text type. With a fluid item like this, it just makes for a more pleasant process.

Again I know this is a Disney board and people feel strongly on Disney. However at no point in time is a process perfect. There is always room for improvement to the system. I'm 1/10000 im sure. I just fell through the crack.

We are going, just moving plans back a day. Worlds not coming to an end and Im sure we will enjoy it. As I told my TA im going to just erase the last 12 hours and move on. It just tweaked my little head when it happened so fast. I hope we havent been tagged as a problem when we get there.

 

[HopperFan]

So just got a call from our travel agent telling us that we got moved from the Boardwalk to the the Beach Club in 3 days of our trip. Is this normal for Disney to just move people because they over booked? and without really even asking. More "telling" based on information from the agent. Said it was a "lateral" move.

I asked if it was a choice and as told no. Go to the Beach Club or dont show up. Has Disney really fallen this far that this is the "New" Disney Magic that we pay for?

Is this really a thing that happens these days with Disney? I just feel like "Give us your money and shut up"

I guess I could have understood construction delays. It was just how they handled it. Because I went through a travel agent they wouldn't even talk with me. I have been to Disney 3 times in the past and it was always a GREAT experience. However not asking, giving a perk, "just take it or leave it" seems bad business to me.

The problem I'm going to face is because I wasn't involved in this discussion I'm going to feel "stiffed" when I get there.

Just disappointed, almost to the point of just writing it off rather then bowing down.

lol, I cant swim. lol

Just poorly handled

I know it most likely doesn't seem like it but im very easy going. However if im going to spend 10K on a "experience" then steps should be followed. THIS all could have been avoided with a simple phone call..."Mr Smith; we have ran into a problem with your room. Would you be ok with a change?" Sure no problem. Not move the cattle gates around till we fix our problem.

Your TA OWNS your reservation, not you, so they are the only ones Disney can talk to. Your problem is YOUR TA not Disney. This happens at Disney, more often than most think and most are given a couple choices and ability to work it to their satisfaction if they have to change resorts. YOUR TRAVEL AGENT was likely given all the courtesy that Disney offers to make you happy in the end and it sounds like your TA couldn't be bothered at this point, accepted the move and TOLD you what was happening. You need to be upset with them not Disney.

Any time you book at at resort under construction you risk a move, all kinds of things upset the construction timeline and availability. Disney will wait until the last minute to be sure a move is necessary. In your case I will bet many jumped at the move to Beach Club which is why you were able to "stay" with your original reservation. Just know your trip may be impacted by the construction.

Every bit of the "bad business" conversation you got was from your TA. A good TA would have called you immediately with the situation and made it work for your satifcation. They dropped the ball and I would never work with them again.

 

[BroadwayHermione5]

So just got a call from our travel agent telling us that we got moved from the Boardwalk to the the Beach Club in 3 days of our trip. Is this normal for Disney to just move people because they over booked? and without really even asking. More "telling" based on information from the agent. Said it was a "lateral" move.

I asked if it was a choice and as told no. Go to the Beach Club or dont show up. Has Disney really fallen this far that this is the "New" Disney Magic that we pay for?

Is this really a thing that happens these days with Disney? I just feel like "Give us your money and shut up"

As others have stated this is possibly due to refurb.

I am a little confused-are they moving you for the whole trip or a section? If it were the whole trip I would just love (especially with beach being in a similar area), but if it is the three days that’s a little weird and I’d be hesitant to move as well.

 

[Mackenzie Click-Mickelson]

It sounds like the TA was the problem. They should have ran it past you first but it sounds like they were a TA that unilaterally made choices for you on your behalf.

I agree in not using this TA in the future.

You're correct that the TA wasn't responsible for the move, Disney was, but the blind acceptance was on the TA. Some people are totally fine with a TA making all their choices and letting them know after the fact, some want the control, some are in the middle. Regardless a conversation should have been made with the TA regarding expectations and level of decision-making.

 

[Miffy]

I looked at the TA is the "middle person", I received the call last night at 6pm from her. It didnt seem like there was an option as far as Disney was concerned. At one point I asked her "What if I dont want to change? ..."Then they dont have a room for you".

The TA seemed really nice and seemed like you was in between a rock and a hard place. The reason I didnt place blame on her was she didnt move us. I believe there needs to be a step in place for situations like this with extra effort being made to include all parties involved at the start. In real time. Again Im older and prefer voice contact rather than text type. With a fluid item like this, it just makes for a more pleasant process.

Again I know this is a Disney board and people feel strongly on Disney. However at no point in time is a process perfect. There is always room for improvement to the system. I'm 1/10000 im sure. I just fell through the crack.

We are going, just moving plans back a day. Worlds not coming to an end and Im sure we will enjoy it. As I told my TA im going to just erase the last 12 hours and move on. It just tweaked my little head when it happened so fast. I hope we havent been tagged as a problem when we get there.

You are correct--your TA seemed nice.

I'm not a Disney apologist. There are many things they don't get right, but booking a room and any possible change is one thing they do get right. They contact you, they give you choices, and they work with you.

Please reread the post several posts up where a TA explains exactly what happens with a TA-booked Disney reservation.

 

[Marrila]

I looked at the TA is the "middle person", I received the call last night at 6pm from her. It didnt seem like there was an option as far as Disney was concerned. At one point I asked her "What if I dont want to change? ..."Then they dont have a room for you".

The TA seemed really nice and seemed like you was in between a rock and a hard place. The reason I didnt place blame on her was she didnt move us. I believe there needs to be a step in place for situations like this with extra effort being made to include all parties involved at the start. In real time. Again Im older and prefer voice contact rather than text type. With a fluid item like this, it just makes for a more pleasant process.

Again I know this is a Disney board and people feel strongly on Disney. However at no point in time is a process perfect. There is always room for improvement to the system. I'm 1/10000 im sure. I just fell through the crack.

We are going, just moving plans back a day. Worlds not coming to an end and Im sure we will enjoy it. As I told my TA im going to just erase the last 12 hours and move on. It just tweaked my little head when it happened so fast. I hope we havent been tagged as a problem when we get there.

You can choose to see your TA as a sort of uninvolved middle person, but that doesn't change the truth that she owns your reservation.
It's her job to work with Disney on your behalf, and then relay the situation with possible options to you. This takes time and effort on the part of the TA.
Anyway, it sounds like it's all good now. Enjoy your vacation.

 

[focusondisney]

Is this normal for Disney to just move people because they over booked? and without really even asking. More "telling" based on information from the agent.

I’m old too. And over the years I’ve heard plenty of stories of people showing up at their hotel & being told there is no room available for them. Called “being walked”. At least you found out before you got there, not when you arrived.

I asked if it was a choice and as told no. Go to the Beach Club or dont show up. Has Disney really fallen this far that this is the "New" Disney Magic that we pay for?

Whose words were “go to BC or don’t show up”? I’m betting not Disney’s. Obviously Disney Magic still worked for you.

 

[jo-jo]

As others have stated this is possibly due to refurb.

I am a little confused-are they moving you for the whole trip or a section? If it were the whole trip I would just love (especially with beach being in a similar area), but if it is the three days that’s a little weird and I’d be hesitant to move as well.

I was confused about that too. They have been moved back, so no problem now, but that would have been awful if it was part of the trip.

 

[meremac]

I looked at the TA is the "middle person", I received the call last night at 6pm from her. It didnt seem like there was an option as far as Disney was concerned. At one point I asked her "What if I dont want to change? ..."Then they dont have a room for you".

I'm sorry. The story about them not having a room for you just isn't true (as is evidenced by the fact that you were ultimately moved back to BWI). Disney may have tried to strongarm your TA into agreeing by telling them that, but your TA didn't have to accept it. Your TA should have advocated for you, contacted you first, bargained for some compensation like a stellar room upgrade in the event that you chose to move, etc. Now, there are situations where a guest will show up and something unexpected has happened with the room they were assigned to and a resort really truly can't accommodate them; in that case, there legitimately may not be a room for you and you would have to move (although, again, compensation would be in order). But this just isn't the case prior to arrival. You're back at BWI so they obviously did have a room for you. Your TA could have refused the move on your behalf and they would have moved on to the next person.

 

[OverbookedDave]

I was confused about that too. They have been moved back, so no problem now, but that would have been awful if it was part of the trip.

Yeah, we are just staying there for 4 nights and 3 day at the parks. It was just a quick Christmas gift and I didnt have time to plan and figure stuff out so I called a TA.

 

[OverbookedDave]

I'm sorry. The story about them not having a room for you just isn't true (as is evidenced by the fact that you were ultimately moved back to BWI). Disney may have tried to strongarm your TA into agreeing by telling them that, but your TA didn't have to accept it. Your TA should have advocated for you, contacted you first, bargained for some compensation like a stellar room upgrade in the event that you chose to move, etc. Now, there are situations where a guest will show up and something unexpected has happened with the room they were assigned to and a resort really truly can't accommodate them; in that case, there legitimately may not be a room for you and you would have to move (although, again, compensation would be in order). But this just isn't the case prior to arrival. You're back at BWI so they obviously did have a room for you. Your TA could have refused the move on your behalf and they would have moved on to the next person.

I had called Disney but with no results but someone tagged the call and Im sure they asked someone else and we got moved back to BW.

 

[john7994]

I looked at the TA is the "middle person", I received the call last night at 6pm from her. It didnt seem like there was an option as far as Disney was concerned. At one point I asked her "What if I dont want to change? ..."Then they dont have a room for you".

The TA seemed really nice and seemed like you was in between a rock and a hard place. The reason I didnt place blame on her was she didnt move us. I believe there needs to be a step in place for situations like this with extra effort being made to include all parties involved at the start. In real time. Again Im older and prefer voice contact rather than text type. With a fluid item like this, it just makes for a more pleasant process.

Again I know this is a Disney board and people feel strongly on Disney. However at no point in time is a process perfect. There is always room for improvement to the system. I'm 1/10000 im sure. I just fell through the crack.

We are going, just moving plans back a day. Worlds not coming to an end and Im sure we will enjoy it. As I told my TA im going to just erase the last 12 hours and move on. It just tweaked my little head when it happened so fast. I hope we havent been tagged as a problem when we get there.

Glad you got what you wanted in the end?

Reminds me of a favorite quote ... attributed to author Agatha Christie ,,, "In my experience, people who go about looking for trouble usually find it..."

Hopefully, all of this kerfuffle, doesn't impact your overall enjoyment while on vacation. Good Luck!

 

[OverbookedDave]

Glad you got what you wanted in the end?

Reminds me of a favorite quote ... attributed to author Agatha Christie ,,, "In my experience, people who go about looking for trouble usually find it..."

Hopefully, all of this kerfuffle, doesn't impact your overall enjoyment while on vacation. Good Luck!

Yeah, im sure it will be fine.

Just FYI for any post past this point. Im done with this little story and moving on.


Thanks again all

 

[gottalovepluto]

I looked at the TA is the "middle person", I received the call last night at 6pm from her. It didnt seem like there was an option as far as Disney was concerned. At one point I asked her "What if I dont want to change? ..."Then they dont have a room for you".

The TA seemed really nice and seemed like you was in between a rock and a hard place. The reason I didnt place blame on her was she didnt move us. I believe there needs to be a step in place for situations like this with extra effort being made to include all parties involved at the start. In real time. Again Im older and prefer voice contact rather than text type. With a fluid item like this, it just makes for a more pleasant process.

Again I know this is a Disney board and people feel strongly on Disney. However at no point in time is a process perfect. There is always room for improvement to the system. I'm 1/10000 im sure. I just fell through the crack.

We are going, just moving plans back a day. Worlds not coming to an end and Im sure we will enjoy it. As I told my TA im going to just erase the last 12 hours and move on. It just tweaked my little head when it happened so fast. I hope we havent been tagged as a problem when we get there.

Don’t erase the last 12 hours, learn from them. Numerous people here have explained your TA pulled the wool over your eyes.

 

[brockash]

I know it most likely doesn't seem like it but im very easy going. However if im going to spend 10K on a "experience" then steps should be followed. THIS all could have been avoided with a simple phone call..."Mr Smith; we have ran into a problem with your room. Would you be ok with a change?" Sure no problem. Not move the cattle gates around till we fix

I know it most likely doesn't seem like it but im very easy going. However if im going to spend 10K on a "experience" then steps should be followed. THIS all could have been avoided with a simple phone call..."Mr Smith; we have ran into a problem with your room. Would you be ok with a change?" Sure no problem. Not move the cattle gates around till we fix our problem.

Oh I agree and really they could've just called ppl. and given the the choice to move. I'm sure they would've had more than enough willing. Things like this is a downturn on their customer service. There was a time this used to happen, but just as the generic responses to emails Disney's priorities have unfortunately changed.