They promised a room and was given something else

[Lovelife1720wv]

I DID A RESERVATION OVER THE PHONE THE AGENT SAID SHE COULD GET ME THE DELUXE CLUB LEVEL ROOM FOR THAT PRICE,ONCE EMAIL WAS READ IT WAS A STANDARD.I CALLED BACK AND ANOTHER WOMEN SAID SORRY NO DELUXE ARE AVAILABLE,SHE PRICED YOU A STANDARD BUT WAS READING THE DELUXE ROOMS.I WAS SO BUMMED THAT I WAS HOPING TO BRING MY PARENTS!ANYONE HAD SIMILAR EXPERIENCE,SUGGESTIONS?

 

[scrapquitler]

I DID A RESERVATION OVER THE PHONE THE AGENT SAID SHE COULD GET ME THE DELUXE CLUB LEVEL ROOM FOR THAT PRICE,ONCE EMAIL WAS READ IT WAS A STANDARD.I CALLED BACK AND ANOTHER WOMEN SAID SORRY NO DELUXE ARE AVAILABLE,SHE PRICED YOU A STANDARD BUT WAS READING THE DELUXE ROOMS.I WAS SO BUMMED THAT I WAS HOPING TO BRING MY PARENTS!ANYONE HAD SIMILAR EXPERIENCE,SUGGESTIONS?

Can you give more information?
Did a reservation over the phone...was it a travel agent, or direct with Disney?
What resort are you talking about? People could maybe help a bit more if they had a better idea what your situation is. And realize, agents make mistakes. So lets hear more...

 

[ErinsMommy]

I DID A RESERVATION OVER THE PHONE THE AGENT SAID SHE COULD GET ME THE DELUXE CLUB LEVEL ROOM FOR THAT PRICE,ONCE EMAIL WAS READ IT WAS A STANDARD.I CALLED BACK AND ANOTHER WOMEN SAID SORRY NO DELUXE ARE AVAILABLE,SHE PRICED YOU A STANDARD BUT WAS READING THE DELUXE ROOMS.I WAS SO BUMMED THAT I WAS HOPING TO BRING MY PARENTS!ANYONE HAD SIMILAR EXPERIENCE,SUGGESTIONS?

That's odd because how can she 'read' a deluxe room if no deluxe rooms are available? Was the call direct through Disney or a travel agent? Usually there's a pretty steep difference between a deluxe/club level and a standard room.

 

[Lovelife1720wv]

Yes I talk directly to disney.It was for wilderness lodge.I remember last thing she said to me this room as 2 different rooms,so you will have plenty of space.I said thank you so much.

 

[Lovelife1720wv]

Absolutely I understand they make mistakes.

 

[Lovelife1720wv]

That's odd because how can she 'read' a deluxe room if no deluxe rooms are available? Was the call direct through Disney or a travel agent? Usually there's a pretty steep difference between a deluxe/club level and a standard room.

Good question??

 

[HopperFan]

Sounds like you got the room for the price you booked. I don't know why the CM read it as something else, it's pretty black and white at their end. They can not pixie dust you to a nicer room for a standard price. Any pixie dust happens at the resort level.

If you want the other room then I would keep checking for an opening but it would come at a different price tag. It be easier to keep looking online.

And this is why I only book online anymore, it's right there, I screen shot it, I print it out and I'm not surprised.

 

[wilkeliza]

Did you perhaps take the CMs name down.

Just wondering do phone agent CMs make commission or anything like that? I can't imagine a CM saying they were able to book someone club level and then the reservation come back and say it is only a standard as their system would show what they booked and it should be the same. The only reason I could see someone lying is if they got a kick back for it. I did have something similar happen at Disneyland and it was very frustrating. We were told we had theme park view and we didn't think anything of it because it was on the confirmation. When we showed up we were told there was no such thing as theme park view. Thankfully a manager realized we booked before they switched category names so moved our room.

There seems to be a big problem with phone CMs in the last year or two. I think more people are going to have to start bringing it to Disney's attention or nothing is going to get done about it.

 

[Lovelife1720wv]

Yes,it just seem weird to me.Ive been to Disney 12 times and never had that happen.Just so excited that I told my parents and then I had to take it back,and say sorry.She told me I was getting a deluxe room and I got it at that price because I had a great discount code in my vault.

 

[ErinsMommy]

Yes,it just seem weird to me.Ive been to Disney 12 times and never had that happen.Just so excited that I told my parents and then I had to take it back,and say sorry.She told me I was getting a deluxe room and I got it at that price because I had a great discount code in my vault.

If in fact you have a pin code, you may want to call back and ask if you do have one in your account -- but that wouldn't help anyway if the room isn't available, but it may help bring the cost down in another deluxe resort if that's the category you want to be in.

 

[HopperFan]

Did you perhaps take the CMs name down.

Just wondering do phone agent CMs make commission or anything like that? I can't imagine a CM saying they were able to book someone club level and then the reservation come back and say it is only a standard as their system would show what they booked and it should be the same. The only reason I could see someone lying is if they got a kick back for it. I did have something similar happen at Disneyland and it was very frustrating. We were told we had theme park view and we didn't think anything of it because it was on the confirmation. When we showed up we were told there was no such thing as theme park view. Thankfully a manager realized we booked before they switched category names so moved our room.

There seems to be a big problem with phone CMs in the last year or two. I think more people are going to have to start bringing it to Disney's attention or nothing is going to get done about it.

Wilderness Lodge comes up with Standard Club Level and Deluxe Club level - so I took it the OP was still booked Club but in Standard instead of Deluxe which would mean a regular room vs a suite.

Yes,it just seem weird to me.Ive been to Disney 12 times and never had that happen.Just so excited that I told my parents and then I had to take it back,and say sorry.She told me I was getting a deluxe room and I got it at that price because I had a great discount code in my vault.

Now that bit of information changes the story. Your original post sounded like she gave you a Deluxe room for the price of a Standard room. If you were booking it with a discount code that would be different. I'm still not sure your recourse BUT if you had a code in your account I am going to assume you got your Standard room at a good discount as well. Sounds like maybe a followup call to verify the code and see if they can check all your options after telling your story ..... and at the very least make sure the code is applied to your existing reservation.

 

[wilkeliza]

Wilderness Lodge comes up with Standard Club Level and Deluxe Club level - so I took it the OP was still booked Club but in Standard instead of Deluxe which would mean a regular room vs a suite.

That makes a little more sense. Still makes me wonder why they would have said they were getting one of the deluxe rooms if it was indeed standard especially since it isn't like the room categories have changed in a matter of minutes or this was at check in or something.

 

[SharonZ]

I have no idea what happened, but maybe she said with the discount you were getting a deluxe hotel room at the price of a standard hotel room.

 

[Dug720]

Wilderness Lodge comes up with Standard Club Level and Deluxe Club level - so I took it the OP was still booked Club but in Standard instead of Deluxe which would mean a regular room vs a suite.

That makes a little more sense. Still makes me wonder why they would have said they were getting one of the deluxe rooms if it was indeed standard especially since it isn't like the room categories have changed in a matter of minutes or this was at check in or something.

And given that, I'm wondering, given the original post (and follow-ups), if there's not a little bit of a language barrier going on as well so that it really was a matter of a legitimate misunderstanding and not a bait and switch.

 

[HopperFan]

And given that, I'm wondering, given the original post (and follow-ups), if there's not a little bit of a language barrier going on as well so that it really was a matter of a legitimate misunderstanding and not a bait and switch.

I have no idea what happened, but maybe she said with the discount you were getting a deluxe hotel room at the price of a standard hotel room.

And sadly there are many phone CMs that simply don't have the training or full understanding of the resorts, rooms and setups. It could be that the CM was pleased to book them a standard club room for the price of a standard regular room due to the discount ......... and made a mistake in saying there were two rooms because they thought that club meant all were two rooms.

Lots of opportunity for misunderstanding in this scenario. I think the most important thing right now is for OP to make sure the price they are paying for their room is discounted with the discount code in their account ....... and then go from there in trying to upgrade if available and in their budget.