Promised upgrade that hasn't happened

[Tom_of_norris]

We booked our upcoming cruise ( Oct 2 to the 9th) in June of 2003 on board the ship during our previuos cruise. We were assured by the Cruise sales manager that we would receive an upgrade because of how early we booked and the time of year we were sailing.

Well, our paperwork arrived for the cruise and no upgrade was apparent.


I called DCL and was told that they would not upgrade us unless someone canceled their trip.

We feel that we are the victims of a fast-talking DCL sales manager whom was more interested in a commision than customer service. Funny, she no longer works for the company. I have called and emailed guest communications with no success. Any suggestions?

Signed ( an unhappy Disney fan )

Tom of Norris

PS This is our twentieth wedding anniversary cruise and this was suppossed to be something special.

DCL seems to be unwilling to remedy this problem as the sales manager never entered anything in the computer regarding her promises. This stinks.

We have been very loyal to the Disney Company ( 4 stays on property, 5 off property and three crusies).

You would think that customer loyalty counts for something. If anyone can provide any suggestions on how to remedy please reply.

 

[kmiles]

The only upgrades that are assured are the ones that you pay for.

 

[SueEllen]

Tom,
I see this is your first post--welcome to the DIS.

Let me start by saying that DCL does not upgrade very often at all--in fact it is quite rare.

I cannot imagine that someone would promise you an upgrade based on the time you booked the cruise. There are thousands of people on the cruise, and many book very early for the best rates.

I wish you luck in your endeavor. I will say that it always pays to book the category cabin you will be happy with on your sailing. Then *if* there is an upgrade it's an added bonus.

I doubt you will get very far with Disney on trying to get them to upgrade you. You will likely only get offered what anyone else gets offered--an upgrade for the additional $$ if available.

Keep in mind that you can always check at the port for any upgrades available also.

I hope you do not let this spoil your anniversary trip.

Sue Ellen

 

[LibertyBelle]

Originally posted by Tom_of_norris


We feel that we are the victims of a fast-talking DCL sales manager whom was more interested in a commision than customer service.

Just wanted to add that they do not make commission. As a former res agent for DCL I understand your frustration, but as was stated it is not common policy for DCL to upgrade rooms unless it is necessary (in a sold out situation). They don't generally upgrade just because. I am not saying that you were not told this when you booked, I was not there, but at this point if there are no comments on the reservation and the person no longer works for them it is your word against theirs. Don't fault DCL for the situation. As with any other buisness they are following the policy which applies to everyone. I understand you are frustrated but as others have stated the only gauranteed upgrade is one that you pay for yourself. Sorry about the situation, I hope it does not ruin your vacation (i really just wanted to make sure you knew there is no commission for DCL reservations/booking agents.)

 

[ohiominnie]

I've always heard "book the room you'll be happy in" that way if you don't get an upgrade at least you won't be unhappy.

That said, we booked the room we REALLY REALLY wanted. It was the same room we had on our first ever cruise, so while onboard, we booked a cruise and asked for that SAME room. Our docs came, and it said we were in that room.

We got to the port and we had been given a complementary upgrade (from a 6 to a 4) I actually was NOT happy. I wasn't mean or anything, but I was disappointed. I wanted "our" room. Besides, the location of "our" room was better for getting to the kids clubs. The new room involved long corridors and several flights of stairs (and with one who just got sign in/sign out privledges, this was a long trip)

So sometimes upgrades aren't all they are cracked up to be. I hope if Disney ever upgrades us again, the either give us a choice before making that decision or they upgrade us to a suite! Either of those things are unlikely to happen. And, IMHO, a bad room on the Disney Wonder or Magic is better than nuthin!

 

[Rock'n Robin]

Tom I hope you don't let this ruin your trip. I've been on two cruises without an upgrade, and the last one my dad kept dropping hints to his TA about getting upgrades (it was their 50th ann.) and nothing happened. Oh well. Perhaps your sales person isn't working there anymore because of this kind of behavior. I'm sorry it happened, but your cruise will still be magical. I'm just hoping we can save enough $ to take a cruise for our 20th in 06.
Robin M.

 

[erikthewise]

Originally posted by ohiominnie
I've always heard "book the room you'll be happy in" that way if you don't get an upgrade at least you won't be unhappy.

That said, we booked the room we REALLY REALLY wanted. It was the same room we had on our first ever cruise, so while onboard, we booked a cruise and asked for that SAME room. Our docs came, and it said we were in that room.

We got to the port and we had been given a complementary upgrade (from a 6 to a 4) I actually was NOT happy. I wasn't mean or anything, but I was disappointed. I wanted "our" room. Besides, the location of "our" room was better for getting to the kids clubs. The new room involved long corridors and several flights of stairs (and with one who just got sign in/sign out privledges, this was a long trip)

So sometimes upgrades aren't all they are cracked up to be. I hope if Disney ever upgrades us again, the either give us a choice before making that decision or they upgrade us to a suite! Either of those things are unlikely to happen. And, IMHO, a bad room on the Disney Wonder or Magic is better than nuthin!

LOL, Ohiominnie! This has been my secret fear, that we would get "upgraded" from cat 5 to cat 4, only to find we are in a noisy room and a long way from anything. However, I would graciously accept an upgrade to cat 3. (Are you listening DCL?)

 

[crisi]

Tom,

Would you have paid for the room you wanted when you booked? I'm wondering if what you see as a pushy sales person was one hearing you say "gee, we'd really LIKE a veranda, but there isn't any way we could afford one, it's such a special trip." And the DCL rep saying "Oh, booking this early at this time of year, you are sure to get upgraded!" I wasn't there, so I don't know, but I wonder if what you heard as a promise was an encouraging comment.

 

[Tom_of_norris]

We did not hear something that we wished for. He were promised and assured that an upgrade was forthcoming.

Thanks for your responce,

Tom of Norris

 

[crisi]

Tom, I'm sure you've heard "a verbal contract is worth the paper its printed on."

Perhaps a hard lesson, but next time you are promised a free upgrade, get it in writing. My guess is that you'd have found out exactly how much authority the DCL rep had to give away something for nothing when you asked for it in writing.

 

[Hygiene99]

Tom Feel Free To USE Our Verandah Any Time u like...

We are in Room 6634 it is not that Big Of A Deal

Try Deck 7 Aft There is A Secret Verandah There That No one Ever uses...

SEE u On The Ship... We will Be with the Group of 100 plus people From This Board Sporting Some Sort of LIME Green ..
andThe Sail Away Party Up ON Deck 10




U will Probably Not Get Far in This Forum.....
and I Would Lean toward The Encouraging Comment.....From DCL

 

[Tom_of_norris]

We'll take you up on it,

Thanks,

Tom

 

[prymsu]

Tom, I have been in a similar situation before, and it is upsetting, but once you get on board, you will be very happy with what you have. I agree with another poster - the only upgrades you get are the ones you pay for. Have a great trip.

 

[TheWog]

What are you booked in now? Are you booked in a verandah and hoping for a suite? Or are you in a Cat. 12 and looking to get moved up from there? If you upgrade at the port they should be a little more cost effective than now, but that is only if they are available. I would include in your communications to DCL the notes on your reservation from the DCL rep you booked with that there is an upgrade pending.

 

[Doctor P]

I'm sorry, but though I understand the disappointment, I don't understand how anyone could expect an upgrade even if one were supposedly promised. If the OP booked a lower category than he would have booked without the promise, shame on him. If the OP booked the same category he would have without the promise, then nothing is lost in reality, and the upgrade at the port should be less than if the higher category was booked originally. I think I, too, would be disappointed, but I also would know that it was really impossible to EXPECT an upgrade.

 

[LibertyBelle]

Originally posted by TheWog
I would include in your communications to DCL the notes on your reservation from the DCL rep you booked with that there is an upgrade pending.

Wog, the way I read the post there are no "notes" on the reservation from the original booking agent, that is why there is an issue now. It is the OP saying he was told he would have one with nothing from DCL to back that up. I know I already posted my thoughts on the matter, but wanted to add that I don't think DCL in general is at fault here, not saying that the OP is lying, but anyone could call and say they were promised things, if they were to accomodate everything that was ever "promised" how would they be able to function as a company. If there is nothing in writing, you really can do nothing about it...your word against theirs (I understand the customer is always right and keep up the good relations, but if they were to do that all the time then people would start making false "promises"...again not saying the original poster is, but just think about it.)

 

[TheWog]

kind of what I was implying, if you have it in writing hand it in, if you don't its not guaranteed.

 

[HooKooDooKu]

I'd have to side with DCL on this issue.

OP is basically complaining because he didn't get a "free lunch".

OP, I totally understand the frustration you feel when something that was promissed wasn't delivered.

But IMHO, you should have known better than to believe that your "free lunch" was a guarantee.

When ever you see a deal that is too good to be true, it's either a scam or you haven't read the fine print.

 

[markey]

I have stayed on Disney Property dozens of times, have taken our 5th cruise in 5 years in August. Have always booked at least a year in advance. Have never received an upgrade, and we have given DCL and WDW a lot of loyality, so I can assure you up grades are not bassed on that. Do you think mybe the CM said that booking when you did and the cat you booked stood a chance of getting a upgrade, and not a guaranteed upgrade?

 

[crisi]

Originally posted by Doctor P
I'm sorry, but though I understand the disappointment, I don't understand how anyone could expect an upgrade even if one were supposedly promised. If the OP booked a lower category than he would have booked without the promise, shame on him. If the OP booked the same category he would have without the promise, then nothing is lost in reality, and the upgrade at the port should be less than if the higher category was booked originally. I think I, too, would be disappointed, but I also would know that it was really impossible to EXPECT an upgrade.

Unless the OP wouldn't have booked the cruise at all. If he only booked the cruise because of the promised upgrade, he has some reason to be upset.

Although I do have to agree that it seems a little naive to expect a free upgrade - regardless of what the booking agent said. However, around here we are quite educated about the ability of DCL booking reps to give discounts (none), grant free upgrades (non-existant) and how rare the upgrade actually is. Its possible Tom is more used to booking vacations at places that have more room to sell you an ocean view for the price of a garden view - although whenever I've booked that sort of deal, its never been a verbal guarentee, its been part of a "code" deal, you are booking the ocean view room, but at a garden view price, and your confirmations all state that.