monstermash23
Mouseketeer
- Joined
- May 23, 2021
- Messages
- 263
Hi everyone, I’m new here. Been going to Disney annually for 30+ years and have been a DVC member for almost 3-4 years now and our home resort is Beach Club.
We have a ~2 week trip coming up at the end of July. There’s a few groups coming (large family, friends, etc). So we have a bunch of reservations.
Long story short, we added about 4-5 days onto the back end of this trip a few weeks ago as some friends had scheduling issues. So I’ve been piecing together reservations for a little while now to make that all work (you know the drill, when planning this close to a trip, you have refresh a Disney site every 5 seconds hoping something good falls through the cracks). I got lucky and pieced together 3 different 2bedroom reservations at the Beach Club over the last few weeks. 3 consecutive nights, but 3 different individual reservations. I was estatic, everyone was. And we started planning around it accordingly.
I realized though that we may potentially have to check in/check out multiple times or switch rooms. I wasn’t sure, so I chatted with Member Services on the website chat function, asked if they could merge the reservations to avoid that check in check out moving around situation. They said no problem, so I gave them the reservation #s and asked them to merge them onto 1 reservation to avoid multiple check in/check outs during that 3 day stint. They said no problem, they were elligible for that and that I’d get a confirmation email within 24 hours.
Instead, I got a call about 5 hours later from a CM at MS that sounded pretty frazzled. He told me I had a really confusing reservation setup, and that consequently he accidentally canceled 2 of the 3 reservations since he tried to merge the wrong reservations together (how the hell do you mess that up?). So somehow in all of that he wanted me to know that my confusing reservation setup was actually the reason for his screw up when I in fact copy and pasted the exact reservation #s in question, couldn’t be any easier to translate. I was pretty ticked off by that, still am. But the “good news” was that he placed me atop the waitlist for the nights/rooms that were mistakenly canceled at the Beach Club. I told him that was unacceptable, and that something needs to be done about this to gaurantee a reservation on the property that is somehow equitable to what I had in order to correct the issue, since this was a huge mistake on Disney’s part. This is a hotel reservation, not a dining reservation. And we’re all flying in from across the country.
So I’m not sure if this is common for merging reservations - this consequence I encountered - but I think at least I should have been warned or called about this as or before the action was taken (if they can call after the screw up, they certainly couldve called before that to PREVENT the screw up). Besides Old Key West and Saratoga Springs, its slim pickins out there right now and no surprise either. The CM from MS who called about the screw up told me he would call back with a solution as soon as possible. A few hours go by, and I realize there’s no ticket number or anyway for me to have this on record. Or even a confirmation of if/when he’d actually call back. So a few hours later I called MS again and requested a supervisor to escelate the issue but was told one was not available and that they would call me within 5 days.
I’ve been going to Disney for 30+ years and they’ve certainly made mistakes before, I’m no stranger to them. But they have always made things right. Will that be the case here too? Will they make things right somehow or is being placed at the top of a waitlist the best they can really do? Because I’m pretty ticked off and I’m having a hard time believing this is the best they can do for such a ridiculous screw up, in my opinion. What are your guys’ thoughts though? Any others with experience with this kind of thing? I figure a bunch of phone calls will be required this week with bunch of CM’s to actually get anywhere, considering the roadblocks and deadends I ran into intially today.
Anyway, thanks in advance guys and sorry for the long read!
We have a ~2 week trip coming up at the end of July. There’s a few groups coming (large family, friends, etc). So we have a bunch of reservations.
Long story short, we added about 4-5 days onto the back end of this trip a few weeks ago as some friends had scheduling issues. So I’ve been piecing together reservations for a little while now to make that all work (you know the drill, when planning this close to a trip, you have refresh a Disney site every 5 seconds hoping something good falls through the cracks). I got lucky and pieced together 3 different 2bedroom reservations at the Beach Club over the last few weeks. 3 consecutive nights, but 3 different individual reservations. I was estatic, everyone was. And we started planning around it accordingly.
I realized though that we may potentially have to check in/check out multiple times or switch rooms. I wasn’t sure, so I chatted with Member Services on the website chat function, asked if they could merge the reservations to avoid that check in check out moving around situation. They said no problem, so I gave them the reservation #s and asked them to merge them onto 1 reservation to avoid multiple check in/check outs during that 3 day stint. They said no problem, they were elligible for that and that I’d get a confirmation email within 24 hours.
Instead, I got a call about 5 hours later from a CM at MS that sounded pretty frazzled. He told me I had a really confusing reservation setup, and that consequently he accidentally canceled 2 of the 3 reservations since he tried to merge the wrong reservations together (how the hell do you mess that up?). So somehow in all of that he wanted me to know that my confusing reservation setup was actually the reason for his screw up when I in fact copy and pasted the exact reservation #s in question, couldn’t be any easier to translate. I was pretty ticked off by that, still am. But the “good news” was that he placed me atop the waitlist for the nights/rooms that were mistakenly canceled at the Beach Club. I told him that was unacceptable, and that something needs to be done about this to gaurantee a reservation on the property that is somehow equitable to what I had in order to correct the issue, since this was a huge mistake on Disney’s part. This is a hotel reservation, not a dining reservation. And we’re all flying in from across the country.
So I’m not sure if this is common for merging reservations - this consequence I encountered - but I think at least I should have been warned or called about this as or before the action was taken (if they can call after the screw up, they certainly couldve called before that to PREVENT the screw up). Besides Old Key West and Saratoga Springs, its slim pickins out there right now and no surprise either. The CM from MS who called about the screw up told me he would call back with a solution as soon as possible. A few hours go by, and I realize there’s no ticket number or anyway for me to have this on record. Or even a confirmation of if/when he’d actually call back. So a few hours later I called MS again and requested a supervisor to escelate the issue but was told one was not available and that they would call me within 5 days.
I’ve been going to Disney for 30+ years and they’ve certainly made mistakes before, I’m no stranger to them. But they have always made things right. Will that be the case here too? Will they make things right somehow or is being placed at the top of a waitlist the best they can really do? Because I’m pretty ticked off and I’m having a hard time believing this is the best they can do for such a ridiculous screw up, in my opinion. What are your guys’ thoughts though? Any others with experience with this kind of thing? I figure a bunch of phone calls will be required this week with bunch of CM’s to actually get anywhere, considering the roadblocks and deadends I ran into intially today.
Anyway, thanks in advance guys and sorry for the long read!
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