UGH!!! I'm here and they gave my room type away!

[AmyM]

OK.....I'm home But....when I checked in and got to my room it wasn't what I had reserved So here's the setup....we are at BCV and I called at the 11 month mark to get a dedicated 2BR w/2 queens in the second bedroom. I have my confirmation which states EXACTLY that. So we get here, check in, get to the room, and....the second bedroom has a pullout NOT 2 queens. I call the front desk THREE times and get put on hold and after about 5 minutes get sent to the member services generic phone queue

So we go back to the front desk and explain that we were given the wrong room type. The first person we talked to said well that was a request and not guaranteed (WRONG!), besides we only have 30 of those rooms. OK....taking deep breath (I refuse to be anything but VERY polite), I explain that it WAS a guaranteed reservation and at this point the manager behind the desk steps in and corrects the cast member, looks at my paperwork and says there was definitely a mistake made. Looking in the system, member services downloaded the wrong room type with my reservation. There are no more of my room type available for tonight. So we have to stay in our room tonight and check out, store our luggage with bell services and check back in later tomorrow to get what I had originally reserved. I am so frustrated! I know mistakes happen but it's hard to swallow when you put soooo much into the planning.

My question to you....what would you do if you were me? I'm quite disappointed in not getting the room I had booked and that I have to check out, not have access to my luggage for several hours, and check back in tomorrow. I hate to complain, but they did make a mistake! But hey I'm here and on vacation. Is there someone I should talk to or is this something to just leave alone and be happy that I'm her

I edited this post to add that our flight got here in the afternoon and we checked in at 4pm so it wasn't like we were checking in terribly late either.

 

[Jillpie]

well, it completely depends on how much you really want that second bed, or can you live with the pullout and just unpack? Personally, I wouldn't want to wait a whole second day without having a "home", I would unpack and get settled and call it a day. Just think, tomorrow you'll have to wait maybe till 5 or 6 to get your room, are you willing to wait that long? How much do you want that 2nd bed, is it worth the trouble?

 

[Maistre Gracey]

I do feel bad for you, but if it was me I would suck it up as long as I could deal with the pull out. It's just not worth the agravation of packing, moving, waiting for a new room, and so on...
Of course that's only what I would do. It all depends on how important the double queens are to you. If they are super important, than perhaps the move is worth it for you.

Good luck...

MG

 

[epicureangirl]

I feel for you. Owning BCV and calling at the 11 month mark and having your room type confirmed... no excuse in my books. Not that I don't believe mistakes happen, but I always wonder if they give themselves a little too much leeway in room assignments.... oh so and so has not checked in yet, sure you can have that 2 Queen 2 bedroom unit!

The thing that would bother me, is that if this happens at a 'regular' hotel, they would do more for you... not just meet the minimum requirement a day into your reservation. When I checked into the Wynn (Las Vegas) they didn't have the King bedded room I requested (not even confirmed) and before I knew it I was in a King Suite in the Tower $$$ during full occupancy. Now that makes for a magical vacation.

I'd want a little more, but not expect it. Don't let it ruin your vacation, but changing rooms might be worth it. Otherwise you might look at that pull-out and growl everyday! (I would!)

 

[disneynutz]

OK.....I'm home But....when I checked in and got to my room it wasn't what I had reserved So here's the setup....we are at BCV and I called at the 11 month mark to get a dedicated 2BR w/2 queens in the second bedroom. I have my confirmation which states EXACTLY that. So we get here, check in, get to the room, and....the second bedroom has a pullout NOT 2 queens. I call the front desk THREE times and get put on hold and after about 5 minutes get sent to the member services generic phone queue

So we go back to the front desk and explain that we were given the wrong room type. The first person we talked to said well that was a request and not guaranteed (WRONG!), besides we only have 30 of those rooms. OK....taking deep breath (I refuse to be anything but VERY polite), I explain that it WAS a guaranteed reservation and at this point the manager behind the desk steps in and corrects the cast member, looks at my paperwork and says there was definitely a mistake made. Looking in the system, member services downloaded the wrong room type with my reservation. There are no more of my room type available for tonight. So we have to stay in our room tonight and check out, store our luggage with bell services and check back in later tomorrow to get what I had originally reserved. I am so frustrated! I know mistakes happen but it's hard to swallow when you put soooo much into the planning.

My question to you....what would you do if you were me? I'm quite disappointed in not getting the room I had booked and that I have to check out, not have access to my luggage for several hours, and check back in tomorrow. I hate to complain, but they did make a mistake! But hey I'm here and on vacation. Is there someone I should talk to or is this something to just leave alone and be happy that I'm her

I would have requested restitution from the Manager. If the Manager still blames MS, I would call MS, ask for a Manager and request restitution. If that fails, I would call Jim Lewis's office and explain that you tried to deal with his people but was unsuccessful. Mr. Lewis values his members and is interested in fixing problems. It is my experience that he will take action. Good luck.

 

[alldiz]

So sorry this happened.....I would be very upset as well...
They should let you stay in your room till the other one is ready...
Let them go right over to the other room at 11am and have it ready for you
no later than 1:00....
Sounds reasonable
Good luck and have a great trip
Kerri

 

[AmyM]

Thanks guys! I am changing rooms today....epictureangirl you said it....I would growl at the pullout EVERY night. We already had issues last night, I told my family coming down that we would NOT have the pullout. So we flipped a coin to see who had to sleep in it and the `loser` was not happy How horrible, we are at BCV and we have to sleep on a pullout They'll get over it! I think I will call member services today. I talked to management last night and there really wasn't anything they could do about the room, the 2BR/2Q is the top room category here IMHO. Not that I'm saying some fastpasses or such wouldn't have been nice but I figure if you expect too much you're just setting yourself up for disappointment

So I will move and smile at the 2 queens tonight and after I talk to MS about my dispeasure will close the book on this one and have a GREAT vacation

 

[bobbiwoz]

I'm so sorry to hear that this happened! We bought points at BCV specifically to be able to book that type of room.

Here's hoping you have a great vacation. Some sort of gesture would be nice to let you know they are sorry for the error.

Bobbi

 

[dianeschlicht]

Sounds like you are making the best of the situation. Good luck on getting your 2 Qn room today!

 

[DisDaydreamer]

Well... I am sorry for your situation. Personally, If we arrived at 4pm (we always arrive before noon) I would wait to unpack and get the room I wanted. For us the day is 2/3 over anyway. We never choose to change accomodations mid-trip, but many people do and claim it isn't a big deal.

I am sure you could get the manager to promise to put your room first on the list for cleaning and prep. Are you going to the parks tomorrow? If so, your going to be gone for many hours anyways and DVC will handle the check-out, check-in, and luggage move for you. It's doesn't have to be a hassle.

As far as restitution. I don't know... people do make mistakes, but this certainly isn't on the level of sitting in an airplane on the tarmac for 8 hours with no food, drink, or bathroom. I guess restitution of some type would be in order, but I personally wouldn't demand it if my problem was resolved in a pleasant and helpful way.

JMHO

 

[jekjones1558]

Love your attitude about this, OP! Glad you are not having a melt down or letting it spoil your trip. That being said, and realizing that mistakes do happen, any good business would OFFER you some sort of perk as a way of showing genuine regret. I'm hoping to see a post from you later today about some nice gesture from management. Have a magical vacation!

 

[tfc3rid]

I didn't know BCV had any rooms withe two Queen beds.

 

[Princess Roo]

I agree that mistakes happen and you can't let it ruin your vacation. I'm glad you're not!
I think I would ask for either some Fastpasses (which make sense since it has taken some of your valuable vacation time to resolve) or meal credit at the resort (which may be easier for the manager to do internally)....mmmmm Beaches and Cream.
I hope the move goes smoothly!

 

[kimberh]

I have the same room reserved for our Dec trip. I booked it at the 11 month window. We need it too. I am glad this has been resolved for you. In Sept my daughter stayed at SSR, on the Family and Friends special, they were late checking her in, keys would not work (3 times) they gave her $60.00 resort credit to spend. Of course, she was thrilled with the credit, she was held up a few hours.

I wish they did more for us (DVC) when things like this happened.

 

[pilferk]

How about this:

Ask the manager for free internet access for the week...so you can get "distherapy" for the mistake.

Seriously, I think that's relatively fair compensation in the end, especially if you were planning on paying the daily fee anyway. Saves you some cash, doesn't really cost them much of anything...

Here's hoping you got your room early and are having a great trip.

 

[beacher]

Sounds harsh, but I would pursue a point refund for that night. I always reserve the 2BR/2Q room, work day-by-day at the 11-month window, and even had to buy a BCV add-on when the rule came out that members could no longer get that room category on cash, only points. Up until then, I was paying cash for Friday night; on our August trips that Fri. night sets me back 72 points alone.

That add-on was a calculated investment specifically so I could ensure I was able to book that room category. I would ask for that night's points to be refunded, personally. This is ridiculous. How many "system" mistakes are we supposed to just understand?

 

[canwegosoon]

OP I am glad you got the room you wanted(sorry it took a day)-hoping the rest of the vacation is going smoothly.

 

[Dean]

Thanks guys! I am changing rooms today....epictureangirl you said it....I would growl at the pullout EVERY night. We already had issues last night, I told my family coming down that we would NOT have the pullout. So we flipped a coin to see who had to sleep in it and the `loser` was not happy How horrible, we are at BCV and we have to sleep on a pullout They'll get over it! I think I will call member services today. I talked to management last night and there really wasn't anything they could do about the room, the 2BR/2Q is the top room category here IMHO. Not that I'm saying some fastpasses or such wouldn't have been nice but I figure if you expect too much you're just setting yourself up for disappointment

So I will move and smile at the 2 queens tonight and after I talk to MS about my dispeasure will close the book on this one and have a GREAT vacation

I don't really buy the explanation. If you arrived at 4 pm and you had a reservation for that type, they should not have been overbooked for that room type no matter what was downloaded to the resort. The only way they could be "overbooked" was if they actually booked you the wrong type OR if the resort gave it to someone who hadn't reserved it. I too wouldn't let it ruin my vacation but in this situation I'd ask for more. Free dinner for the group, free internet access, refund of points or something along those lines.

 

[larfamily]

The same thing happened to me the last time we stayed there, in January 2006. They also told me that it was a request, and not a guarantee. The only thing they did was to bring a queen sized mattress to my room and place it on the opened pullout. It worked out fine.

 

[Jillpie]

any update tonight?