Reservation Nightmares

[SillySallySews]

Back in February I booked CL TPV at CR for August. I most definitely paid for CL TPV. I would not stay at CR without both CL and a TPV, to be honest. I have e-mails confirming what I booked, it was on my MDE account, Disney Signature Services called me and sent something in the mail shortly after I booked, and I called them back in March to ask about paid club level fast passes and they told me everything I wanted to know and looked at my reservation to figure out what day I could call back to book them. Today was the day, so I called to book club level fast pass (which they did, and that process was fast, easy, and generally just awesome) and a little while later they called back and said, hey, do you know you're not actually NOT booked on club level? What?! Turns out that somehow I just got bumped to a regular TPV room. Now they are trying to say that the price I was quoted and the price I paid in full back in February was actually just for a standard room, and that to keep my CL TPV room I owe them an additional $600 before I check in, but they'll accept $400 and forgive the rest, and that is the best they can do because CR is all booked up for the week we are there, and that I'm lucky they still even have this room to offer me. We have been vacationing at Disney for decades, tons of trips, this is the biggest BS I've ever heard. I have written to guest services but honestly I'm not very hopeful. I will pay the extra $$$ because I'd rather die than disappoint my kids, but I have never been so angry and disappointed in Disney! Keep an eye on your room reservation, apparently they can just change them willy nilly and not tell you!

 

[Jadyreen1282]

Why would Disney "forgive" anything? Are you sure you are not get scammed somehow. Disney doesn't just make deals by arbitrarily cutting rates over the phone. Hoping this is pixie dust and not a scammer.

 

[Ninja Mom]

Contact guest services in an email and include all of your correspondence as attachments.
They can help you get to the bottom of this.

wdw.guest.communications@disneyworld.com

~NM

 

[Brett Wyman]

You should have received a confirmation email within a few hours of booking that would have stated everything that was booked. Do you have that email?

 

[Laurieannc]

If you have emails confirming your reservation you should not have to pay additional, that is just ridiculous! Have you forwarded them the emails? What was the response? So sorry you are even having to deal with this!

 

[SillySallySews]

Why would Disney "forgive" anything? Are you sure you are not get scammed somehow. Disney doesn't just make deals by arbitrarily cutting rates over the phone. Hoping this is pixie dust and not a scammer.

If he had asked me for a credit card or something, I would have thought he was a scammer because that is how unlike Disney it sounded! But “forgive” was the exact word he used and he made it sound like he was getting me the steal of the century. Crazy, right?!

Contact guest services in an email and include all of your correspondence as attachments.
They can help you get to the bottom of this.

wdw.guest.communications@disneyworld.com

~NM

You should have received a confirmation email within a few hours of booking that would have stated everything that was booked. Do you have that email?

If you have emails confirming your reservation you should not have to pay additional, that is just ridiculous! Have you forwarded them the emails? What was the response? So sorry you are even having to deal with this!

Thank you! Luckily I saved all the emails and I am so weird about obsessively screenshotting MDE, and I have already emailed them. They were very kind to fix an error on our trip a couple years ago, and I am trying to remain hopeful but I don’t know for some reason it’s just really hard this time. Bracing for the worst. Thank you all for responding, I am just so so sad.

 

[Laurieannc]

I hope you get it all sorted out ASAP and can have a relaxing vacation!

 

[SamanthaH]

That’s really bizarre. Did you happen to check your MDE account between March and today for the reservation confirmation? Did the hotel reservation disappear on MDE or did it change to a standard TPV room? Just wondering if you happened to notice any changes. And what room category shows up now on MDE? If my CL reservation was in place on MDE, I would also be suspicious that the individual calling was a scammer. Hope you get it sorted out!

 

[Allison]

Keep us updated.

 

[MamaJessie]

and a little while later they called back and said, hey, do you know you're not actually NOT booked on club level? What?! Turns out that somehow I just got bumped to a regular TPV room. Now they are trying to say that the price I was quoted and the price I paid in full back in February was actually just for a standard room, and that to keep my CL TPV room I owe them an additional $600 before I check in, but they'll accept $400 and forgive the rest, and that is the best they can do because CR is all booked up for the week we are there, and that I'm lucky they still even have this room to offer me.

They called to tell you that you are not booked CL? That just sounds all sorts of weird. What does your MDE say now?

 

[FSU Girl]

That’s terrible and sounds really stressful. I don’t see how they can do that to you when you have all the emails showing exactly what you booked I wouldn’t accept paying more for what you originally booked and they somehow messed up

 

[SillySallySews]

The last time I know I checked it was about a month ago, and it definitely showed Atrium CL TPV. I have a screenshot of that because only one of my daughters (the youngest) is coming on this trip, and the wrong one (the oldest) was listed as a guest, so I had to call them to fix it. When she called me back today to say we weren’t booked on CL, I checked while I was on the phone and it was just showing TPV, not CL. I know it was the same person from signature services who had just booked my CL fast passes, because I had just (within minutes) gotten off the phone with her and I have their number saved in my phone and it definitely came up on the caller ID as the very unique name I have it saved under lol. The guy who called and said we would have to pay the extra money was supposedly from reservations, and called me from 407-939-7740. Right after I spoke to him there was no room reservation for several hours, but all CL and regular fast passes were there. Now the correct room is showing in my account, but I am not listed on the reservation at all anymore, my infant son is listed twice (once as Will, once as William) lol, and I have a new email showing we are paid in full but also owe $378.

I’m going to bed and hoping when I wake up somehow this will all just have been a dream!

 

[disneymagicgirl]

wow, I don't even know what to think of this! I hope you get it sorted out.

 

[Jennasis]

I wouldn't sweat it....yet. Keep calling or emailing and explaining what happened (with all your proof of paid in full CL room etc) until you find CM who fixes it for you. Keep tabs on names of who you speak to.

If all else fails, you email George Kalogridis.

 

[SillySallySews]

Ok! Just got off the phone with guest services and they were able to adjust the price back to what I originally paid. They confirmed that everything is paid in full and we are on club level in a theme park view room. They sent a new email confirming all the details. I am very thankful they were able to fix that but now I guess I’ll have to obsessively check MDE until we go to make sure nothing gets changed again! I love Disney but my goodness this is stressful lol.

 

[FSU Girl]

Ok! Just got off the phone with guest services and they were able to adjust the price back to what I originally paid. They confirmed that everything is paid in full and we are on club level in a theme park view room. They sent a new email confirming all the details. I am very thankful they were able to fix that but now I guess I’ll have to obsessively check MDE until we go to make sure nothing gets changed again! I love Disney but my goodness this is stressful lol.

Did they say why your stay had suddenly changed after everything was paid in full?

 

[jsmla]

Not the Contemporary but I had back to back strange interactions with the call center yesterday. The first seemed really, really unfamiliar with the idea that there were resorts at WDW. The second kept insisting that my (well outside the 30 day window) package could not be cancelled. When I told her I didn’t think that was correct and I’d try again later she hung up on me!

 

[snappy]

I used to think it was just an MDE issue, now I really wonder about CRO as well. Maybe it’s new people but how about training them, Disney??

 

[Ninja Mom]

I'm pretty sure over a year ago they eliminated the individual resort based Club Level itinerary planners and centralized all of the planning to one downsized office. It sounds like there may have been another change and the people doing this work have no actual idea of what they are doing.

Remember, with the Disney of today, the primary focus is on profits first and everything else second. So, we can expect to see more of the need for THE GUEST to ensure that THEY are getting the customer service and accuracy with a Disney trip that Disney should be providing in the first place.

~NM

 

[Hopefully]

I'm pretty sure over a year ago they eliminated the individual resort based Club Level itinerary planners and centralized all of the planning to one downsized office. It sounds like there may have been another change and the people doing this work have no actual idea of what they are doing.

Remember, with the Disney of today, the primary focus is on profits first and everything else second. So, we can expect to see more of the need for THE GUEST to ensure that THEY are getting the customer service and accuracy with a Disney trip that Disney should be providing in the first place.

~NM

I don’t agree. This has not been our experience at all.
We have WONDERFUL customer service through DVC Member Services.
Sorry yours has been less than Stella.