Problem after getting the CUF code applied

[johnnyr]

I originally booked a room only AAA reservation over the phone. I paid one night and the balance isn't due until I check in. I also had a 5 day cancellation policy on the reservation.

When the Annual Passholder CUF discount code came out, I called and was able to get the discount applied to my reservation. I received a new confirmation letter showing the discount and stating that I now owe a balance that must be paid 22 days before we check in. I called and spoke with a CM who was having all kinds of computer problems and at first could not find my reservation. After about 15 minutes, she found it. I explained the issue to her and she said this is a Guest Services problem and transferred me. After about 5 minutes, I got disconnected. I haven't called back yet but has anyone else had this problem and what did you do?

John

 

[FoodLover]

This actually comes up frequently. I think it's caused either by bad programming or by the phone agent making an error. Either way, it's incorrect. Usually the error doesn't seem to cause a problem (i.e. normally it won't cause your reservation to get cancelled if you don't pay in advance), but personally I think it would be wise to call back and get them to fix it on your reservation, just to be on the safe side.

By the way, you can ask them to fax you the new confirmation, so that you can double-check it right away instead of having to wait for the corrected one in the mail (which half the time they don't send you anyway).

Mary
MouseSavers.com

 

[StrwLady]

My confirmation sheet says the same thing. I called last night and was told that with a discount rate it will come up package. I asked when this changed and explained im a frequent visitor and have never had this happen. The CM assured me that even though my sheet says payment by 2/14 (check in 3/6) that I do not need to pay until I arrive. She said she spoke to Guest Services many times recently about this. But as I explained I liked having my confirmation letter with me when I check in as proof of my reservation incase anything happens. She told me she could not make a change that would show payment do upon arrival and transferred me to Guest Services. The CM with Guest Services was insistent that room only discounts always booked this way and that it didn't matter want the paper said no money was due until I arrived. I again explained I want something that stated that. He said that was not possible. That any confirmation he prints out will show as the one im holding now. He was a tad rude to me and just wouldn't understand why I needed a paper showing payment due on arrival.

I tried to call back today and the computers were down and they didn't think they would be back up until Sat morning

I'm gonna try once more to get the confirmation sheet the way I know it should be. If not I may just pay by 2/14 to save myself the frustration.

 

[johnnyr]

Thanks Mary. I am going to call back and have them fix it. It will make me feel a whole lot better. And thanks for the tip! I didn't know they could fax you a confirmation letter.

 

[MikeVarney]

This happened to us too when we had a new code applied to an existing reservation. Despite already having the deposit received and in the computer, changing the ressie to the new code had the system send out a NEW letter with a NEW deposit required. We called, and despite the assurance that no additional deposit was required, we asked that a new paper be mailed to us. We figured that way if the computer canceled our reservation, that's our evidence!

-- M