Swan reservation just feel through (UPDATE)

[jaw62901]

I am so ticked (cleaned up version) at what has happened.

I was checking my cell phone messages and recieved one from the Swan reservation office. I returned the call and was told by the person that there had been a mistake when my reservation had been made for Dec 26 to Jan 3 and that the club level room that I was told that I had when I made my reservation for what ever reason, was not put in under my reservation. When I mentioned that someone had faxed me a letter showing me my room type assignment, I was told that there seemed to have been some sort of computer glitch and that this was probably put in, but for what ever reason didn't stay. She asured me that this was not deposit issue, since one was on file and that was what flaged my reservation. Even though at this pnt I was very angry, I told her that I know that these things happen so I asked if they could just put me in one of the other club level rooms.

I was told that since the week of x-mas to new yrs is very crowded they didn't have anything left, but they would be willing to book me into a standard room if I wanted. I even talked with a supervisor who felt really bad for me, but said besides putting me up in a standard room there wasn't much they could do.

I am really new at this and really a rookie and have no idea if I can do anything about this since I do have a comfirmation letter stating my reservation info on it. I guess I will have to look at other alternatives.

Any help or feedback would be great.

 

[ducklite]

I would call tomorrow and speak with a manager.

Explain that you're willing to be waitlisted for a club level room, but if one doesn't become available you want to be accomodated in a suite at no additional charge. If they balk at that, then tell them you'll take the standard room provided that you have access to the club lounge and all amenities (turn-down service, etc.). Tell him you want it in writing.

Also, if you'd be willing to take a club level room in the Dolphin, or a concierge room at the BWI/YC/BC at their expense, tell them that. Tell them you'll be flexible, but only to a degree, as it was their error.

If that doesn't work, call Starwoods corporate HQ and talk to them.

Whatever happens, get names and get it in writing!!

Anne

 

[jaw62901]

Thanks for the advice.

I am actually really glad that someone called me this far out and that I didn't find out about it when I checked in so I can make alternative resort plans. The only reason I went with the Swan in the first place was because i was paying 209.06 for club level conceirge service with a king size bed for Dec 26 to Jan 3. Since I hadn't been in 23 yrs I wanted to do something special for this trip and thought that this would be a little treat for myself.

I have checked and checked and really can't get this type of service at this price at any of the "Disney" resorts.

The closest I have come price wise besides a value resort is 233.04 a night at CBR for a King size bed.

I guess I will have to rethink where I am going to stay.

 

[>>^..^<<]

Oh boy that is a disappointment - but did you say you have it in writing that you are confirmed in club level?

I would do as Anne suggests and call again tomorrow.. - talk to a Manager - accept nothing less than a manager that can make decisions.

There are loads of options

1) have them Waitllist the Club Level - someone HAS to cancel or change their plans between now and December! sheeeesh!

2)Say you will take the standard room but you want the Club Level privledges and access to the lounge + keep the Waitlist for the actual club level room.

3)Ask to be upgraded to a suite while you are waiting for this waitlist to clear

4) Have them check Dolphin Club Level

5) Say you will accept concierge at another resort for the same cost..

Be polite, but firm - this is their Error - not yours - and you have it in writing - also you have lots of time before your trip to have this straightened out.

Don't take no for an answer - keep plugging away and let us know what happens.

Good Luck

>>^..^<<

 

[Ashley's mom]

My reservation was at the Dolphin....I had a reservation AND printed confirmation of my BALCONY room...and they had "upgraded" me to club level. When questioned, they said there was no note that I was to be in a balcony room - but I insisted that I had paid EXTRA for that balcony room. As Starwood GOLD I wanted balcony AND then assumed I would get club level privileges and have the best of all worlds. (WHICH IT WAS THE BEST OF ALL WORLDS IN THE END!)

I personally prefer the Dolphin over the Swan. Speak to the manager and if I were in your shoes, I'd ask for a balcony room with club level privs. That's better than club level anyway. Better room with the club level perks. As the mgr. for a balcony room with club level privs/perks. You'll be happier than "just" club level. I can't speak for what rooms are better views at the Swan, but Dolphin balcony room 8029 has a great view of the Epcot ball and unobstructed viewing of Illuminations which is just lovely out on a balcony instead of smashing your face against the glass to see it over the glass glare.....

Sorry they were messing with your plan....but look at it this way - with a little complaining on your part, you will probably end up with special treatment that lands you in a better room/view. Good luck and take names as you go.....remember to point out you DO have a hard copy proving the room you DID reserve.

 

[jaw62901]

Well I took your advice. After sitting on a doctors table from 8:00 am to 12:30 PM today getting 2.5 bags of fluid put inside me by IV(upper respitory infection, got very dehydrated and very sick ), I started to think about what I was going to do.

I contacted a very very nice reservationist at Swan/Dolphin reservations. She asked me to fax them a copy of the comfirmation letter and once she got it, she explained that the rate on the confirmation letter $187.50 was not the club level rate but the balcany room rate and club level should have been $236 and that is why my information got kicked out.

She put me on hold for only a few seconds and told me that since it was a reservation mistake by them and since I have a confirmation letter with that rate on it, they would honor the rate and that they do see in the system that a club level room with a view facing Epcot is available.

I asked her why I was told on Wednesday there were no Club level rooms left, and it she explained that there have been a rash of people calling claming that they made a reservation for a different room than what the paperwork says and they were wanting club level and Jr. Suite rooms for standard room prices.

I was told that the only reason she was able to do this for me is because it states on my comfirmation letter club level and $187.50 on it and to make sure that I bring the letter with me when I check in. She told me that I was getting a great deal.

Thanks for all your help. I guess it all worked out in the end.

Thanks,

 

[>>^..^<<]

Woo Hoo Jason I am so happy for you - I had my fingers crossed all day that things would work out for you.



>>^..^<<

 

[bigsis1970]

Hi Jason, That is GREAT news.. Michelle

 

[Part of Your World]

Who says there's no MAGIC at the Swan!

Have a great trip!

 

[dahess]

I knew the Swan would come through for you Hope your feeling better!!!!!!!!!!!!!!!!