Questions....please help

[mommytocalliesue]

Long story short...we had a trip planned at CSR from 8-11/8-17

I called today to change it to AKL from 8-9/8-15 with the 25% discount

So...

1) She said she had to cancel our existing trip which means she said we lost the trip insurance money we had already paid because it had been 14 days since we had purchased it...is this true? She said we lost the $139 but I paid $200...so I'm a bit confused!

2) Then she said she had to book tickets separately from the hotel because of the discount. Is this true...because if I was to book online it would all be under the same package! Not that this a huge deal...but I'm used to our tickets always being attached to the room key...and now they're going to be separate...it's going to be annoying to have to hang onto so many different cards.

3) Then I had to pay a $244 room deposit....is this because we're at a deluxe...I've never paid a room deposit before.

I'm just a little confused at what just happened...but after 50 min. of being on the phone and a screaming 2 year old in the background...I was done!!!

Thanks!

 

[disneybliss2]

1. Not sure about your trip insurance. I hope this situation works out for you. I would call again and inquire. I think something could be done. It's not as if you're canceling entirely, just changing resorts.

2. I believe your tickets will still be on your resort key. Maybe the CM was just trying to state that the 25% discount would only be taken off the room since it's a room only discount. ??? I don't think this will be an issue at all.

3. I think it's strange that you had to provide a $240 deposit. Never heard of that. We're staying at AKL too for the first time for our upcoming trip, and we only had to pay a $200 deposit. Look at it this way, that will just be $40 less you have to pay later.

 

[minnie mum]

The 25% discount is a room only discount. Your previous reservation was for a package. That's why it had to be cancelled. They are 2 separate booking systems. The new deposit is for one night's stay. That is standard for a room only reservation. The balance will be due on check in. You can add tickets to your KTTW at your resort once you've checked in.

Your previous deposit was $200 which is standard for any package reservation. It will be returned. Apparently less the amount for your travel insurance. (Just another reason why I never get Travel insurance through Disney).

 

[mb187143]

1- no idea, we never do the trip insurance.

2 - it's complicated to do this, but it can be done. we actually had better luck doing this online for a brand new reservation (can't update an existing one like this)- we went into the special offers, put in our dates, and then when the screen opened up to add on, we added our tickets and paid for our dining plan. I've never tried this over the phone, or after we had a reservation, but i've heard of people who have. I'd keep calling until you get someone who can help you. Phone CMs are not as knowledgable as you'd think.

3 - the "room only" deposit is = to 1 night's rate (usually the highest in your rates for the dates you're booking, so like a weekend rate if you're staying over a weekend). This is normal for all room only reservations. the balance is due when you arrive, as opposed to 45 days out like a package.

The reason why this is complicated is that there are two separate systems that manage reservations, packages vs. room only. That's why when you buy a package, the confirmation number starts with something like "6Y1234" and a room only reservation confirmation number is "412309878". They're in two separate reservation systems, thus the complications when you want to convert a room only to a package. It is possible to create a package that includes tickets and dining with a room discount, we've done it before, but we did it from scratch in the beginning. The complication for you is that you have a package, and you want to create a new package with the discount applied for the room rate. You can't stack the discounts, so no 25% off plus free dining, it's an either/or thing.

I hope that helps... though i might have just confused you further.

 

[mickeynut1]

The 25% discount is a room only discount. Your previous reservation was for a package. That's why it had to be cancelled. They are 2 separate booking systems. The new deposit is for one night's stay. That is standard for a room only reservation. The balance will be due on check in. You can add tickets to your KTTW at your resort once you've checked in.

Your previous deposit was $200 which is standard for any package reservation. It will be returned. Apparently less the amount for your travel insurance. (Just another reason why I never get Travel insurance through Disney).

If the OP had a package to begin with and still wanted a package under the new room discount, the CM should have just modified the existing reservation. The cancelling/rebooking only occurs when going from one to the other (room only to pkg and vice versa). The CM clearly didn't know what to do, which is why the OP now has a room only reservation and not a package like she wanted. The 25% discount would be on the room portion only, but tickets (and DDP, if desired), could still be booked, making it a package reservation.

OP.....I would call back and see if there's anything they can do. Since you paid insurance on the first ressie (a package) and still wanted a package, hopefully a CM (or guest services) can do something to correct it. You should not have lost the insurance or had to pay another deposit.....the CM should have modified your current reservation by changing the dates, resort, and applying the discount. If you call back and are told nothing can be done, ask to speak with someone in Guest Services. Good luck .

 

[tinka-belle]

mickeynut1 is correct, the CM should have retained your package and insurance and just applied the room discount. Even though it's posted as a room only discount, packages can certainly be booked with the discounted rooms.

Call back with your old and new confo numbers and explain, might have to get guest services involved if the CM you talk to doesn't get what you're asking. Your old reservation should be re-instated with the new resort and current room discount promo, as well as your trip insurance. If they've already refunded your package deposit (less the trip ins.) you might have to pay that again until the credit catches up on your CC statement, and the one night deposit should be totally refunded too.

 

[HiHoOffWeGo]

Please do as tinka-belle said!!!!!!! A new CM may be more knowledgeable. If not ask for a supervisor.

 

[mommytocalliesue]

Thank you...thank you!! I understand what everyone is saying!! I'm definitely going to call back....I thought it would be so easy (as I've done it before) to call and just change resort, dates, and add the discount!! She started rattling off things and like I said, I had a crying 2 year old attached to me....so I just let some things go. But I'm going to call tonight....when kids are in bed...and get some answers!!

Thanks again!!

The one main concern is why I lost the 139.90 trip insurance when I wasn't really cancelling the vacation...just altering dates!