Room type switched without my okay

[figmentfinesse]

Last month, I called to extend my package from 8/13-8/21 to 8/12-8/21, standard room at Pop. I spoke to a man on the phone who was very, very strange and didn’t seem to at all understand what I was trying to do. He moved the trip to 8/12-8/20 after I told him that the end date would stay the same. After that was remedied, I had him read back what it ended upon, and he confirmed 8/12-8/21, standard room. Today, I realized he actually changed me to a standard pool view, which I do not want at all. I wanted a shot at lake view rooms closer to the Skyliner. I didn’t notice the price difference as I think it was like 7 per night and the whole package got extended. I called back tonight and was told there were no standard rooms left, or I can pay 120 to upgrade to preferred, which is ridiculous to me because I could have requested those same buildings with a chance of it being granted for like 200 less. Are there any other next steps I can take? I am so frustrated.

 

[Ksquared]

If there are no more standard rooms available, I'm not sure what you can do at this point. It's unfortunate you didn't catch the change in room type when the reservation was changed. You can always try and call and speak to a supervisor, tell them your dilemma and see what they can do.

 

[mickey916]

I had a similar experience when I called to extend my stay at POFQ at a standard view room, adding 1 day like you did to the beginning. The man repeated my request back and confirmed. I was doing room only and he said there was a small change in the deposit. Once I got my confirmation email I discovered he SWITCHED me to POP...When I called back to get it fixed, suddenly there were no standard rooms left at POFQ (within a few hours of the reservation changing) and I could only get a Garden view...crazy...I'd check UnderCover Tourist...I was able to cancel the whole thing and get a Garden View room for less than my original standard view room cost.

 

[ClapYourHands]

Aren’t the calls recorded? I’d be calling back and asking to speak to a supervisor. At the very least, I’d want the extra charge removed for the “upgrade” that you don’t even want.

 

[dansdad]

Aren’t the calls recorded?

Yes, but they only seem to use those to help THEIR cause. I had a similar issue and when I asked them to check the recording the response I got was that my call wasn't recorded. When I asked how that is possible when the recording states that the call was recorded, the response I got was that "it says this call MAY be recorded. Unfortunately, your's wasn't."

 

[AngiTN]

The phone agents are really awful. I suspect there wasn't a stay with the dates you wanted in the room type you had so they moved you to what was available. Should have told you that they couldn't move your dates without changing rooms but some of those agents are just so intent on finishing the call and getting you off the phone they leave out that bit, figuring it won't matter that much, it's the same resort.

And it does say "may" be recorded so they'll never tell you for sure if your call was recorded, or not.

 

[figmentfinesse]

Here’s the update- through some playing around online we found that 8/11-8/21 WAS available in a standard room, so they do have a standard room for that length. Called back, asked about this detail and they said if we extended and then called back later to drop the first night it would work. So we did just that. Changed it, waited a bit, called back. Guess what, it didn’t work. However, it did leave the phone agent very perplexed. She said that she is submitting a form to override this and we should get a confirmation in about 48 hours if it worked. So now the waiting game begins. I’m not feeling super hopeful, but it would be nice if it shook out the way I wanted it to be!

 

[AngiTN]

The agent should not have been perplexed. This is the way Disney reservations work now.
They do not want orphan rooms if possible so they didn't want to sell a booking from 8/12 to 21, since that left 8/11 unsold and they know it's hard to sell a single night. Or harder at least. They want to leave the room for someone with a longer stay.

The agent didn't even handle the change right. They are supposed to patch it to GS who can alter stays on a case by case basis, not something that will always happen but usually does. It doesn't take 48 hours to figure out.

 

[Jimmy Mouse]

I've been there too. Good luck!

 

[figmentfinesse]

The agent should not have been perplexed. This is the way Disney reservations work now.
They do not want orphan rooms if possible so they didn't want to sell a booking from 8/12 to 21, since that left 8/11 unsold and they know it's hard to sell a single night. Or harder at least. They want to leave the room for someone with a longer stay.

The agent didn't even handle the change right. They are supposed to patch it to GS who can alter stays on a case by case basis, not something that will always happen but usually does. It doesn't take 48 hours to figure out.

The agent said it only goes to guest services if it was within 30 days. My boyfriend handled the second call and believes she said the form was called minimum maximum?

 

[andyman8]

I had a similar situation years ago except it involves pricing for multiple rooms, so the CM’s error was resulting in a price difference literally in thousands of dollars. I caught it the moment the updated confirmation email came through but had no luck with the next CM I got. I asked to speak to a supervisor, but the supervisor was incredibly rude, condescending, and unhelpful. The whole situation left a bad taste in my mouth so I emailed the guest services email address and within two days, the situation was completely resolved! If your problem persists, I’d suggest shooting Guest Experience Services an email. They have way more things they can do there. Hope this helps!

 

[Sue M]

And this is why I use a TA.

 

[ClapYourHands]

And this is why I use a TA.

We’ve seen posts where TAs have made similar mistakes. If you have a good TA, that’s great, but not all are, and people often don’t know which they have until there’s an error that messes up their vacation.

 

[ClapYourHands]

They do not want orphan rooms if possible so they didn't want to sell a booking from 8/12 to 21, since that left 8/11 unsold and they know it's hard to sell a single night. Or harder at least. They want to leave the room for someone with a longer stay.

I don’t think orphan room is an issue here. OP never had 8-11 booked at any point in the process, so we can’t say it was orphaned. OP wanted to ADD a day to the reservation (starting 8/12 instead of 8/13), making that the longer stay Disney likes. Also, 8/11-8/13 are Tuesday-Thursday, so it’s not like OP is making a reservation that splits a weekend.

 

[AngiTN]

I don’t think orphan room is an issue here. OP never had 8-11 booked at any point in the process, so we can’t say it was orphaned. OP wanted to ADD a day to the reservation (starting 8/12 instead of 8/13), making that the longer stay Disney likes. Also, 8/11-8/13 are Tuesday-Thursday, so it’s not like OP is making a reservation that splits a weekend.

Yes it was. Read again.
They had 8/13 to 21, wanted 8/12 to 21. When that was booked, the agent changed the room type. The OP found 8/11 to 21 available with the original room type and wanted to switch it to 12-21, leaving 11 "orphaned". The system wouldn't let her do it for that reason. She booked it and the CM couldn't change it for that reason, they had to escalate the change.
What does Tuesday to Thursday have to do with anything?

Here’s the update- through some playing around online we found that 8/11-8/21 WAS available in a standard room, so they do have a standard room for that length. Called back, asked about this detail and they said if we extended and then called back later to drop the first night it would work. So we did just that. Changed it, waited a bit, called back. Guess what, it didn’t work. However, it did leave the phone agent very perplexed. She said that she is submitting a form to override this and we should get a confirmation in about 48 hours if it worked. So now the waiting game begins. I’m not feeling super hopeful, but it would be nice if it shook out the way I wanted it to be!

 

[kaytieeldr]

the response I got was that "it says this call MAY be recorded. Unfortunately, your's wasn't."

Wild guess, but having both worked in and dealt with call centers, your call was recorded. My interpretation of "may be" is that occasionally a technical glitch ma

We’ve seen posts where TAs have made similar mistakes. If you have a good TA, that’s great, but not all are, and people often don’t know which they have until there’s an error that messes up their vacation.

 

[kaytieeldr]

the response I got was that "it says this call MAY be recorded. Unfortunately, your's wasn't."

Wild guess, but having both worked in and dealt with call centers, your call was recorded. My interpretation of "may be" is that sometimes there might be a technical glitch preventing some calls from being recorded, but typically they all are. More on that later, tablet troubles.

We’ve seen posts where TAs have made similar mistakes. If you have a good TA, that’s great, but not all are, and people often don’t know which they have until there’s an error that messes up their vacation.

TAs who specialize in a destination or type of travel - i.e. Dreams Unlimited ' should be great at their specialization

 

[Sue M]

Wild guess, but having both worked in and dealt with call centers, your call was recorded. My interpretation of "may be" is that sometimes there might be a technical glitch preventing some calls from being recorded, but typically they all are. More on that later, tablet troubles.

TAs who specialize in a destination or type of travel - i.e. Dreams Unlimited ' should be great at their specialization

Exactly. If It’s a specialized WDW agency they would know their business and would know how to book what the clients want, if it’s possible. And pick up on any Disney mistake immediately.

 

[Sue M]

We’ve seen posts where TAs have made similar mistakes. If you have a good TA, that’s great, but not all are, and people often don’t know which they have until there’s an error that messes up their vacation.

I’m referring to Ear Marked agencies specializing in Disney travel. I think it would be rare for one of them to make a mistake like this, and we only hear of a small percentage that have made mistakes, we never hear about the vast majority that get it right because people only say something when things go wrong.

 

[DisneyWishes14]

If I ever have to call WDWTC to change dates for some reason (which I typically don't, because you can usually make this modification online) I always check the site for availability and pricing prior to placing the call. That way, if the CM is quoting me something different than what I'm seeing, I can let them know and they can either re-check their dates and quote or get guest services involved. The training and knowledge of the CMs at the call center is so varied. I've spoken to CMs who seriously know their stuff and their way around the system. Others, I don't think have ever stepped foot in a WDW resort. OP, I certainly hope this works out in your favor and can certainly understand how frustrated you must feel.