They want us to move from the Poly too!

[floridafam]

Were you confirmed in a garden view room or garden view concierge room?

 

[DisOrBust]

Doesn't anyone remember in Jan of 2002 or was it 2003 they overbooked CSR and people ended up at the GF for 99.00 a night! I think that also happened with POR going into rehab. This is just unaceptable they should AT LEAST offer AKL with Sav view!

Why do I get this slimey feeling that WDW is trying to pull the wool over our eyes!

 

[Susiesnowflake]

Our reservations were for a GV room, not concierge. That would have been nice but a bit out of our range!

Well, I feel like my head is full of cobwebs this a.m. The thoughts were just spinning the entire night. And I keep thinking of that guy who called. Get this...when I kept insisting that I paid my deposit, had a confirmed reservation and intended on checking into the Poly as planned, he said, well things are subject to change and you'll see that noted on the back of your reservation. All I can see that is subject to change is the deposit requirements, cancellation policy, and rates beyond 12/31/04. Of course, he didn't have a copy of a reservation form to specifically point out the location specifying that Disney had the right to cancel a confirmed reservations on a guest. Am I missing that somewhere?

I've also done the math on their AKL offer. Even taking into account an alleged credit, the cost is still almost $50 more a night than the AP rate. I could have gotten the AP rate myself initially if that's where I wanted to stay.

Haven't made any calls yet this a.m. I'm trying to get my emotions under control and then do what Erin and others have suggested. I really appreciate everyone support!

Erikthewise, I too doubt that they intentionally overbooked. Nonetheless, they did. And they are responsible for fixing the situation to each "guest's" satisfaction. Otherwise, they are going to have many unhappy "guests" at check-in. Not very good PR. The media would love this one! Disney accepting deposits, confirming reservations, and then denying guests check-in!

 

[momof3disneyholics]

I'm looking at the back of my reservation and it says "Room rates and package rates for arrivals on or prior to Dec 31, 2004 are guaranteed as long as your reservation is not changed." Also says " The cancellation and refund policy is subject to change"
I am still looking for the small writing that says "In the event Disney makes a massive mistake, we reserve the right to totally ruin your vacation and give you whatever offer we feel like"


I just called Poly and reconfirmed my res over the phone and asked for a new copy to be sent. I also got the girl's name I talked to just in case. I asked her about the overbooking at the Poly and she didn't know what I was talking about.

 

[LvsTnk]

You know I have been following these threads, and I just don't understand the lack of compassion on the part of the CM's that are calling. Fine they overbooked, but do they have to call the guests and be rude to them too? It doesn't seem like they are very willing to work out a solution. I can see that rooms could be hard to find during that time frame but at least offer a comparable rate!

I would not accept anything less than a savannah view at the rate (AP) I was paying at the Polynesian. Comparing the 2 resorts a pool view would be trading down from your GV room IMHO if I had my heart set on the Polynesian. I think that is what they aren't understanding, your choice that you CONFIRMED was the Polynesian, not AKL and they need to get you excited about the switch. Isn't that what a magical vacation is all about?

Sorry, I just feel sorry for you guys!! Here's a little Pixie Dust*~*~ ~*~*

 

[DisneyChick02]

I know that normally the route is to give an at par or better room to a guest, not one that's less than what you have paid for (which the AKL pool one certainly seems to be). I also know that property-wide it is slammed that weekend, so that may honestly be the only room choice available rather than REALLY downgrading you. I agree with the other poster re: having a list of alternatives that YOU like. If for some reason another type of room (BWI, CR, GF) isn't available and you are "stuck" with AKL, get creative. I hate to use the "think outside the box" cliche, but honestly that would be best. Think about anything you really want to do at Disney but didn't think you could- like VIP viewing arrangements or free meal at a nice restaurant, something like that. Anything that will make the deal sweeter and you a bit more happy in a rotten situation will be good.

 

[sarha]

Something like this happened to us at the YC several years ago but WDW handled it much differently then.
I had booked a standard room at the YC and had a confirmed reservation, when 5 days before we were going to leave I got a call from CRO telling me they had overbooked the YC and we would have to move. I was almost speechless as I had been planning this vacation for about a year and we were all really looking forward to staying at our first deluxe hotel. Anyhow, I wasn't happy with whatever switch he suggested but I remained pleasant,(I half thought someone was playing a cruel joke on us and didn't really believe it was really a legitamite person from WDW calling, or I probably would have reacted with anger), and the CRO person said he would give all the members fo my family free passes to WDW for the duration of our stay.
I called CRO the next day and told them the free passes were very nice but I still felt the room we were being offered wasn't the same quality as the YC, and they put us at GF Sugarloaf concierge fo the same discounted rate we had gotten the YC for and also still gave us free passes.
That is good customer service and good PR. They handled a bad situation in a great manner and made us happy consumers. Things have really changed I guess, and WDW will alienate a lot of people with the way they are handling things now.
By the way, this also happened to us during the beginning of November which seems very coincidental. Apparently the YC had overbooked by around 150 rooms because they had a convention booked and assumed many of the rooms they blocked off for the convention wouldn't be taken but the convention was made mandatory so suddenly the YC had to find places for 150 families.
My advice would be to remain pleasant and calm, but insist on getting moved to something better than you booked for no extra charge because your plans are being disrupted because of their error.
If there really aren't any other rooms available, they should add something special to sweeten the deal. Maybe free passes or tickets to Cirque du Soleil. Think about what would make you happy to get before you call back, it's to their advantage to leave you a happy and satisfied customer.

 

[froglady]

Can EVERYTHING at WDW be completely booked? Are all of the Presidential, Honeymoon Suites, etc at all of the deluxes filled?

I would not normally expect one of these as an upgrade, but in an instance where WDW made the mistake and can't honor my reservation, I would expect an exception! The only time this happened to us, we were moved from standard to concierge, but within the same resort.

This happened to friends of ours at a Ritz-Carlton. They were unable to honor their EXACT reservation (for a king bed!) and they would not accept a Queen. They were polite, but firm. Anything other than a king was unacceptable. They were put into the Presidential Penthouse (which was the location of the only remaining king bed) at no additional cost. Now THAT'S customer service.

I would NOT be satisfied with a lesser room at a different hotel. I would dig my heels in until I got an upgrade, or some other acceptable form of compensation.

 

[faithfull]

I have been reading this thread as well as the other entitled "Poly Overbooked Nov. 5-7 by 150 Rooms." It looks like the other family received Boardwalk concierge rooms if I am reading this right. Call the person she is referencing. When you call, you can actually state that you know this is not how everyone has been treated. Advise that you want an upgrade like you know other families have gotten. You can even refer to this other family as a friend of a friend since that is what she really is since everyone on these boards are pretty much your friends. Good luck...don't let the lower level jerks get you down! Talk to their bosses!

 

[Maxwell]

Has anyone heard why they are SO far overbooked?

 

[CamColt]

OMG! I was offered AKL instead of Pop Century when that didnt open in time and I even refused that. AKL does absolutely nothing for me. I cant imagine being offered only AKL instead of the Poly!
Sorry I dont have any advice of what to do, but best of luck to you. Let us know how it all works out....and I sure hope it ends with you at the Poly.

 

[Susiesnowflake]

Does anyone have a number for Guest Services? I called an old number, explained the situation, asked for a mgr, and was told only WDW Reservations Outbound Services was assigned to handle the Poly overbooks. Before I call this # again and again ask for a mgr, can anyone share the tel # with me?

I was trying Guest Services because I've already left 3 messages for the supervisor of Outbound Services. No return calls.

I also called the Poly directly and was referred to a CRO mgr #. Another road block.

Maxwell,
Re: the overbookings, I was told only that it was an inventory problem. My caller claimed not to know why. ????

 

[HappyMommy2]

So sorry to hear about this huge blunder! I've dreamed of staying at the Poly since I was a little girl, and I know I would be HORRIFIED if I'd planned a vacation there and had it taken away, especially with less-than-satisfying compensation.
I hope things will work out for you somehow--be persistent!

I'm curious to know what the legal issues surrounding this are. Not that you'd sue Disney (though I imagine you feel angry enough right now to do it!), but I'm sure the Disney people know how far they're allowed to go legally in terms of canceling someone's confirmed reservation against that person's will. I certainly hope they will work hard to satisfy the customers rather than just fulfilling their minimum legal obligations. I know the airlines' rules on compensation for overbooking are clearly laid out on their websites. I couldn't find anything like this on Disney's site--maybe I'll try looking again.

Keep us posted!

 

[missypie]

Wow! I just read this whole thread at once and I expected there to be a happy ending by the time I got to the end. Hold your ground and good luck!

 

[MinnieGi]

Oh Susie, this is just a horrible situation. I really feel for you. I'm rather disturbed at Disney's response to this situation. I'm floored they are not offering significant upgrades with substantial discounts. I too rememer at POFQ's closing the wonderful rates that were being given for Poly so I would expect Poly people being displaced to be upgraded to conceirge somewhere as the same price as a discounted Poly stay and with an extra perk of some kind. I'm very disappointed in Disney and I wish you all the luck in getting this resolved to your satisfaction.

 

[missypie]

You know, it may be that with 150 families to place, there simply aren't any other deluxe rooms left. If that is the case, they need to be passing out free passports and meals like they were Hallowe'en candy! (And begging for forgiveness instead of being rude.)

 

[CarolA]

Maybe I am not understanding something. If you said no, then why are you calling. I can understand calling to complain about the rude castmember, but otherwise I would just show up and expect my room. I would not bother calling back! If they get really desperate they will call you with a better offer. Otherwise just show up and check in. I mean they are just going down the list until they get the required number of moves. If you said no, you are probably already marked as No and they have not counted you as a yes.

 

[awatt]

Several years ago when the Saudi princess and her entourage came to the GF several floors of people already booked,probably concierge,had to be moved for obvious security reasons.

Displaced guests were offered complimentary rooms elsewhere at that time or a voucher for complimentary room at the GF in the future.

I know this because I know the person who coordinates all the princess' travel plans.

Obviously Disney knows they have to offer something for the inconvenience. I don't understand why they are not doing so under the current circumstances.

 

[Kallison]

I would not want an AKL room if I was booked to stay at a monorail resort. I agree with another poster, I think it is their problem-- let them get back to you. If the Poly is what you have your heart set on, then that or another monorail resort should be offered.

 

[seashoreCM]

It is a good idea to have in mind a deep discount or complimentary such and such.

If you are downgraded, you should not have to pay more than the rack (full) rate of the new resort with the same percentage taken off as was your original reservation.

In addition, some other benefit should be added in. I was thinking of plastic unlimited re-usable fast passes (Universal has these for their resort guests), but a free unlimited magic admission pass is not far fetched. Complimentary meal entrees are also worth asking for.

Disney hints:
http://members.aol.com/ajaynejr/disney.htm

One time I was upgraded, quietly with no extra charge, weeks before arrival, from All Star Sports to Port Orleans Riverside apparently due to overbooking. However I had reserved at rack rate.