Room Downgraded in MDE on Check-in Day? (Update on page 7, post #122)

[jo-jo]

That's true. It seems the closer you are to the lobby, the better chance of seeing animals.

Once we saw a giraffe make his own feeding station. The truck was moving from point to point and the giraffe just kept eating from the back of the truck.

 

[IronFozzie]

If Disney uses LMS for their booking system which I believe they do, it should show the previous room type that was booked if it was changed. A standard agent might not know to view it, so you might want to seek out a supervisor or manager.

I work on the same system here at a big resort in Vegas, and everything is logged in the system if anything is changed at all (room types, rates, names etc).

While I am not sure what the Disney Reservation Center uses for their booking system, I can assure you that the Property Management System that Disney uses is a proprietary system that is not used at non-Disney hotels.

Yes, I have been downgraded.
I never look at the room info in MDE once I know I'm not changing resorts so I have no idea if it noted in that or not.
We did get a refund of the difference in the costs.
What really irked me was when I got the room text it said I had to stop by the front desk.
I believe at that point the CM I encountered was supposed to inform us that the room was not what was booked.
He didn't. He just gave us the room number and off we went. It was a new resort for us so I hadn't a clue until we started walking to the room and I passed the building I knew our room should have been in.
That's when I trudged back to the lobby to inquire and that's when I got an answer that we were not in what we booked. Our room included access to a guest lounge and without being in the correct building we didn't have access. Only after I asked did they explain they'd coded our band to allow us access to the lounge. If I hadn't asked, I'd known none of this, nor would we have gotten our refund.
It left such a bad taste in my mouth we changed our plans for a split stay and moved a day early. And we won't be back. It wasn't the downgrade, it was the way it was very poorly handled.

The CM at the front desk may not have been notified that your room had been downgraded. Often times when you receive the text message to visit the front desk, it's because your MagicBand did not remotely encode properly, not because something has changed with your reservation. While the CM you spoke to should have probably noticed, it isn't like there is a large pop up window flashing in his face stating something changed on the reservation. He would have to know what to look for. There is also the potential that the CM who you spoke with didn't know that resort specifically, he may have been sent there from him primary work location to assist. Each Disney resort is different and a 30 minute training session isn't always enough time to get all the details about the resort to provide the most correct information.

It happens more than you think. WDW resorts run at extremely high occupancy rates, especially at the DVC Resorts. If they have an issue with a couple rooms and they have to be taken out of inventory, the resort has to move those guests to other rooms. If that category was already at 100% occupancy, the guests will be moved to rooms in a different category that has openings.

You are correct in stating an issue with having to downgrade would be because a room had to be taken out of inventory, but there's also the issue of aggressive selling. If reservations oversells in a category, and the resort is running at a high occupancy, there often times aren't any other choices but for the resort to either downgrade someone, or transfer them to another resort. Disney will try their best to make sure it's an upgrade, but unfortunately that isn't always the case due to one reason or another.

 

[AngiTN]

The CM at the front desk may not have been notified that your room had been downgraded. Often times when you receive the text message to visit the front desk, it's because your MagicBand did not remotely encode properly, not because something has changed with your reservation. While the CM you spoke to should have probably noticed, it isn't like there is a large pop up window flashing in his face stating something changed on the reservation. He would have to know what to look for. There is also the potential that the CM who you spoke with didn't know that resort specifically, he may have been sent there from him primary work location to assist. Each Disney resort is different and a 30 minute training session isn't always enough time to get all the details about the resort to provide the most correct information.

I was told by the manager when I asked later that the CM was supposed to have informed me when I checked in and that it was the reason I didn't get my room via text.

 

[adisneyaunt]

I was told by the manager when I asked later that the CM was supposed to have informed me when I checked in and that it was the reason I didn't get my room via text.

I think Disney should Always offer "something" if a Downgrade happens.. it's just good business... and a couple of fp perhaps lightens the angst and means Nothing to them...

I know Disney has given us free Ice Cream ( coupon type card signed by the cm) and Xtra FP, when there was an issue at MK.. I think it was Peter Pan ride , a while back.
If one Books n pays Savannah at AKL I'd be Sorely dissapointed to be looking at a parking lot.
I know what ur ( not u OP) quoting about the language.. but I'm talking Customer Service which Disney Prides itself on.
Just my two cents...

 

[JKalai]

While I am not sure what the Disney Reservation Center uses for their booking system, I can assure you that the Property Management System that Disney uses is a proprietary system that is not used at non-Disney hotels.

Weird. I checked into the Grand Californian once and someone checked me into a room on an iPad with the same exact system we use here at my property. I also asked a reservation CM on the phone what they use as small talk while they helped me and they said they used LMS green screen.

 

[bumbershoot]

I know what ur ( not u OP) quoting about the language.. but I'm talking Customer Service which Disney Prides itself on.

I don't think Disney prides itself on anything anymore.

 

[Suzanne74]

I think Disney should Always offer "something" if a Downgrade happens.. it's just good business... and a couple of fp perhaps lightens the angst and means Nothing to them...

I know Disney has given us free Ice Cream ( coupon type card signed by the cm) and Xtra FP, when there was an issue at MK.. I think it was Peter Pan ride , a while back.
If one Books n pays Savannah at AKL I'd be Sorely dissapointed to be looking at a parking lot.
I know what ur ( not u OP) quoting about the language.. but I'm talking Customer Service which Disney Prides itself on.
Just my two cents...

I agree. Going from a Savannah room to a Standard room at check-in because of THEIR error is a MAJOR downgrade. This isn't a pool to a garden room view. I can not believe they didn't offer you something in return, even something small.

 

[Babsy]

Upgrades (fortunately) and downgrades (unfortunately) sometimes happen. I would be disappointed, but I wouldn't let it bother me for one night as long as I was refunded the difference in cost.

You could spend time fighting for extra compensation, or you could shrug the situation off and enjoy your time in WDW. It's nice when they offer, but that doesn't seem to happen anymore.

I would expect to get my booked SV when I moved to CL the next morning though...

Enjoy your trip, OP!! You will love AKL CL!

 

[si-am]

I would be angry, honestly. If I book a certain view, then I expect to receive it, or there had better be some kind of extra compensation to make it right. A standard room at AKL is a vastly different vacation experience from a savanna view. I've done both, and I wouldn't do standard again.

Sorry, OP. I hope you have a fun vacation despite the unexpected change!

 

[DG25]

Not nice to be downgraded and I would not have liked it. But it is funny last year I booked a standard view at animal kingdom, jambo villa. We had a room right above the lobby. We saw Opaki, zebra and giraffe everyday we were there, morning and night. I thought we were upgraded, but nope it was a standard view room. I would hope they save this standard view room for those who have to be downgraded, because I doubt anyone would even realize they were downgraded in that room.

 

[IronFozzie]

I agree. Going from a Savannah room to a Standard room at check-in because of THEIR error is a MAJOR downgrade. This isn't a pool to a garden room view. I can not believe they didn't offer you something in return, even something small.

Well in this instance they refunded the difference in cost. It isn't necessarily, or probably, the resort's fault.

 

[Nancyg56]

I only had one instance similar to this, but far worse. I was not downgraded, but Disney deleted my fully paid honeymoon at CR. Personally, I would not just accept the "price difference" for the downgrade. It is their responsibility to provide you with what you paid for and contracted (assuming they have not updated the small print in the contract). Disney is usually very generous when making someone whole when they force them to change.

It is their responsibilty to provide you with a room. It is not possible for Disney to control every event that occurs in regards to resort room categories. To be honest, your situation is not the same as the OP's. In your case your entire reservation was deleted by Disney, something well within their control, and honestly something they needed to rectify. A room category change with a refund is much different.

I would be angry, honestly. If I book a certain view, then I expect to receive it, or there had better be some kind of extra compensation to make it right. A standard room at AKL is a vastly different vacation experience from a savanna view. I've done both, and I wouldn't do standard again.

Sorry, OP. I hope you have a fun vacation despite the unexpected change!

Now let's reverse this mindset. How many folks come here either sharing their upgrade stories, or asking how to get a free upgrade? There is a reason folks are given upgrades, and it generally is not because they are celebrating Little Cindy's 6th birthday, as special as that is to Cindy. They are gifted an upgrade for much the same reason a few people are experiencing a downgrade: logistics. Would you feel that you should pay for that upgrade in view or location? Resort rooms are moving targets, and honestly, Disney tries very hard to make sure people are getting what they are paying for, but things happen. I always am amazed that some people are so happy for a free upgrade but those same people, (I don't mean you, I do not know you) want to be compensated more than being made whole if there is a glitch.

 

[zoo2tycoon]

I think OP handled this situation with class. Yes, it was a downgrade and she didn't let it ruin her trip. She was fine with what Disney offered and accepted it. She could have asked for more from what others here state, BUT she didn't let one night ruin her own trip.

Everybody expects pixie dusts and upgrades because it's Timmy's birthday, a wedding anniversary, graduation, etc. So many say upgrades are rare which is true. People post upgrades here because they feel they got special treatment and want to announce it to everyone.

Disney is a business run by people. People make mistakes as do companies. People expect Disney to be perfect, nothing is. If their trip isn't perfect they expect Disney to make it right. Not everyone is like that but it's a sad view on what people have become.

I think many could learn a lesson from how OP handled this!

 

[DG25]

I'm sorry but I don't fully agree that people should not be disappointed and want a little more than just to make whole. First we are not talking a resort that charges minimal rates, at least when it comes to deluxe but true with almost every resort motel 6 is $60 a night, Disney budget is $120, best western is $100, Disney is $225, Marriott Hilton is $$175, Disney is $450. Sorry Disney is in a whole different ball park, they are in the business to give you an all inclusive vacation.

At a year out or even 6 months out, I book a room at GF CL main building, and walk in and get a standard room in an outer building, that would severely change my ressies and my mood. Then you know you paid In advance for that room, in full before you ever got there, 2 months in advance. Unlike my Marriott who did not charge me until I get there.

So yes if I expect more than just to make whole it is because I for six months or more thought Disney who is in the business of vacations to give me as close as possible and if they can not to at least compensate me for the mess up even if not fully there fault.

Usually I find Disney good at it, and I have never had to beg, I just explain. It happened years ago to us in DL, we were booked in two rooms for DLH different buildings. I was already on property when I get a call, the pipes burst in one area of frontier building and they had to move that room to magic building on the same floor as the other room. I explained that our divorce was still not the best relationship, at all possible is there any other room anywhere that is not on the same floor at least if not in the same building. He came back and said we could move one to GC, I'm like are you sure that is all, he came back and said if you wait an hour we may be able to get you on different floors. I said I will take that, we ended up on different floors, it was a down grade, but they had offered us an upgrade, I refused it, I don't like the GC we need more space when all together.

I have been upgraded, mainly because Disney has been unable to give me reasonable accommodations, I usually try for 3 days and then tell them the problems and they move us. No I don't expect to pay for the update, it is Disney responsibility to accommodate, if they can't, I will try but when it does not work, and Disney will admit that it is them not me, then they change me. I never go in expecting an upgrade, and don't demand it right away, I look at it, I will try, I will give feed back and I hope someday in the future Disney will understand how to accommodate my type of disability better, and I will say they have in many cases.

But when they take my money, well in advance, they need to cut off all incoming ressies at 2 months if they are overselling, or they need to make whole and give extra, because it usually is there problem, and should not be my problem.

 

[PrncessA]

This. And TBH the shorter the stay, the more likely it is to happen. Think about it - compensating for 1 night vs compensating for 7? No brainer.

And of course looking at trends, while upgrades are not as common as this board would lead you to believe, upgrades because of availability are also more likely for shorter stays for the same reason. Less of a loss on 1 or 2 nights vs 7 nights. (Which is why I am holding out ZERO hope for an upgrade for my 8-night late August stay.)

Don't lose all hope! We were upgraded for our 6-Night stay at the YC. It was the middle portion of our split stay, and we were upgraded from a standard garden view room, to a Club Level water view room.

 

[KrazeeK120]

I'm sorry but I don't fully agree that people should not be disappointed and want a little more than just to make whole. First we are not talking a resort that charges minimal rates, at least when it comes to deluxe but true with almost every resort motel 6 is $60 a night, Disney budget is $120, best western is $100, Disney is $225, Marriott Hilton is $$175, Disney is $450. Sorry Disney is in a whole different ball park, they are in the business to give you an all inclusive vacation.

At a year out or even 6 months out, I book a room at GF CL main building, and walk in and get a standard room in an outer building, that would severely change my ressies and my mood. Then you know you paid In advance for that room, in full before you ever got there, 2 months in advance. Unlike my Marriott who did not charge me until I get there.

So yes if I expect more than just to make whole it is because I for six months or more thought Disney who is in the business of vacations to give me as close as possible and if they can not to at least compensate me for the mess up even if not fully there fault.

Usually I find Disney good at it, and I have never had to beg, I just explain. It happened years ago to us in DL, we were booked in two rooms for DLH different buildings. I was already on property when I get a call, the pipes burst in one area of frontier building and they had to move that room to magic building on the same floor as the other room. I explained that our divorce was still not the best relationship, at all possible is there any other room anywhere that is not on the same floor at least if not in the same building. He came back and said we could move one to GC, I'm like are you sure that is all, he came back and said if you wait an hour we may be able to get you on different floors. I said I will take that, we ended up on different floors, it was a down grade, but they had offered us an upgrade, I refused it, I don't like the GC we need more space when all together.

I have been upgraded, mainly because Disney has been unable to give me reasonable accommodations, I usually try for 3 days and then tell them the problems and they move us. No I don't expect to pay for the update, it is Disney responsibility to accommodate, if they can't, I will try but when it does not work, and Disney will admit that it is them not me, then they change me. I never go in expecting an upgrade, and don't demand it right away, I look at it, I will try, I will give feed back and I hope someday in the future Disney will understand how to accommodate my type of disability better, and I will say they have in many cases.

But when they take my money, well in advance, they need to cut off all incoming ressies at 2 months if they are overselling, or they need to make whole and give extra, because it usually is there problem, and should not be my problem.

The thing is, Disney only guarantees a room on property somewhere. I know a lot of people don't read fine print, but it really is right there. I can understand being disappointed, but to expect more than being made whole is a little silly, IMO, given that Disney is fulfilling its end of the deal by giving you a room somewhere and making you whole. Sometimes, something in a room breaks and renders that room unusable. Would you rather stay in a room with an unusable toilet, tub, or sink, or would you rather stay in a functional room elsewhere?

I dunno, I guess I just wouldn't expect a business to do more than to uphold their end of a contract, which Disney is doing in all cases described.

 

[Surgie2]

I was not downgraded, but Disney deleted my fully paid honeymoon at CR.

Similar thing happened last weekend for our 2018 trip reservations at Poly. Won't go into to long details but luckily I had logged in to MDE and saw that one room of our reservations had disappeared entirely. Several phones calls and several minutes (hours?) later, finally talked to a competent CM who said the reservation had been "automatically deleted" during the night. Everything was restored but what if I hadn't checked for months in my MDE account? So to the OP, I would call asap and not wait until arrival. You will eventually get someone knowledgeable...for me it was the 4th CM.

 

[ValW]

So, I just read the "fine print" - all of it - on my CR TPV ressie and I can't find anything that states Disney is only guaranteeing me a room on property somewhere. This is going to be one of these DREAM vacations and I would be sorely upset if I didn't get the type of room I paid for. The only thing I could find that comes close to what the PP is saying is this: "In addition, Disney reserves the right to cancel or modify a reservation, including the price, at any time prior to guest check-in if the reservation includes or was made as the result of a mistake or error of any kind, including but not limited to, a mistake or error in price or description of the package or package components, or where it appears that a guest has engaged in fraudulent or misleading activity in making the reservation."

FWW: I've been to DW many times and have stayed at every deluxe (except CR) and have never had an issue with room type/view. I would love to know where it states I'm only getting a room somewhere....

 

[AngiTN]

FWW: I've been to DW many times and have stayed at every deluxe (except CR) and have never had an issue with room type/view.

And that shows you just how rare it is

 

[bcarey2k]

We were kinda upgraded our last BW trip .... move from an interior CL to an external studio, with CL access.

We were actually asked if it would be okay and informed that they were trying to accommodate a multi-room reservation that requested rooms close together.

We happily obliged.

A bit more of a walk than we thought we'd have, but it's Disney ... distance happens!

Brian