Unhappy With Our "Upgrade"

[disneynutz]

And also the name of the person who told you the unit that had been assigned to you had flooded. They must have a record of that flooding and the unit being taken out of service. It's not like you asked to upgrade, so I would definitely push back until those points were returned if I was in your shoes. Best of luck!

A reported flooding might not actually be a flooding but might be Disney speak for other reasons. A room assignment error, a maintenance issue, reservation error, a VIP who needs a room, could be anything that sounds worse or is less accepted by the guest than sorry, your room was flooded. The reason may not be recorded anywhere.

Bill

 

[pangyal]

A reported flooding might not actually be a flooding but might be Disney speak for other reasons. A room assignment error, a maintenance issue, reservation error, a VIP who needs a room, could be anything that sounds worse or is less accepted by the guest than sorry, your room was flooded. The reason may not be recorded anywhere.

Bill

Very true.

 

[susan137]

A reported flooding might not actually be a flooding but might be Disney speak for other reasons. A room assignment error, a maintenance issue, reservation error, a VIP who needs a room, could be anything that sounds worse or is less accepted by the guest than sorry, your room was flooded. The reason may not be recorded anywhere.

Bill

I agree.....since posting my experience, 3 or 4 people have mentioned being moved due to flooding. Seems a bit fishy. Or really poor plumbing.

 

[_auroraborealis_]

Guess: They were "flooded" with overbooking.

 

[KAT4DISNEY]

Guess: They were "flooded" with overbooking.

I suspect you are correct.

 

[Dancind]

Flooding here. DD checked in today at GC, the 1 BR villa was "flooded", so they were given a 1 BR suite, three breakfasts and a fast pass each. Park view though. They are 20 somethings and were thrilled when they heard "suite" and "park view". I called and got nowhere, because the "customer" was satisfied.

Guess I will email DVC VP.

Can anyone give me the email address?

 

[Sammie]

Actually flooding issues, was one of the reasons for the removal of jetted tubs. Some guests just did not understand jetted tubs and bubble baths do not mix.

 

[tjkraz]

Last Sunday morning, Oct 23rd, we were all set to check out of our 1 bdr BLT villa and move to our 2 bdr BCV when I received a call from the front desk manager at BCV. She was calling to inform me that the 2 bdr we had been assigned to had flooded overnight. She said we were being moved to suite at the YC - a 2 bdr with club level access. She told me not to worry about my points as they would be converted back. I have to say, if felt like it was a good trade up - that is until we checked in.

Context is critical. If "converted back" is an exact quote regarding handling of the points, I'm not even sure what that means. Normally when DVC relocates a member, whatever compensation is offered (different room, meal vouchers, fast passes, etc.) is regarded as fair compensation for the number of points spent. There is no points refund automatically associated with such a move.

Unless they specifically mentioned a refund, I'm not sure that was ever the intent. Yacht Club rooms are available using DVC points, and they cost quite a bit more than villas at the Beach Club. In the current season, a club level room at YC starts at 75 points per night--and I don't think that's for a suite...just a standard room. Meanwhile a 2B at BCV is only 38 points. It's possible that the agent was simply communicating that they would cover any difference between the BCV and YC accommodations.

Again, exact wording is critical.

Flooding here. DD checked in today at GC, the 1 BR villa was "flooded", so they were given a 1 BR suite, three breakfasts and a fast pass each. Park view though. They are 20 somethings and were thrilled when they heard "suite" and "park view". I called and got nowhere, because the "customer" was satisfied.

Guess I will email DVC VP.

Can anyone give me the email address?

Similar to what I wrote above, if the alternate accommodations, meal vouchers and fast passes were accepted as compensation for the inconvenience, there would be no need to refund points.

 

[pangyal]

You know, I might have misunderstood the original post. OP, just so I am following correctly- were the 76 points you referred to extra points that you were charged for the upgrade? Is that what you're trying to get back?

 

[lbwilliams]

We had the same thing happen to us at Disneyland, at the Grand Californian. Our room flooded, no other DVC room available. Moved to a suite, club access. Before checking in, manager did say we would get out points back. We did, never had them in "holding." I did follow up with a phone call when we returned home. I would definitely call them.

Did you get your points back?

 

[Dancind]

Similar to what I wrote above, if the alternate accommodations, meal vouchers and fast passes were accepted as compensation for the inconvenience, there would be no need to refund points.

My 25 year old daughter doesn't know any better. When I called as the DVC member, they pretty much dismissed me. It's not an equivalent room. And if you consider the chances that four or so people in the last month have the same story and posted ON THIS THREAD, you have to assume it happens a lot. This is obviously not a case of "they can't help it, there was a flood", it's something they do deliberately and often.

 

[SandyinMonterey]

Did you get your points back?

Yes

 

[wilkeliza]

My 25 year old daughter doesn't know any better. When I called as the DVC member, they pretty much dismissed me. It's not an equivalent room. And if you consider the chances that four or so people in the last month have the same story and posted ON THIS THREAD, you have to assume it happens a lot. This is obviously not a case of "they can't help it, there was a flood", it's something they do deliberately and often.

It sounds like you aren't the one staying in the room though. It seems that your daughter and her traveling party is happy so you can't really ask Disney to do more. They are right the customer (i.e. the person staying in the room) is happy and that is that. Once you gift someone else your points you can't really be upset if they take a downgrade plus food and fastpasses to make up for it. If your daughter is happy why rain on her parade by making it seem like it is such a bad thing?

 

[Dancind]

Ok, they were happy when they left registration. Not so happy when they actually got the room at 8pm. What do you say to that?

 

[tjkraz]

Ok, they were happy when they left registration. Not so happy when they actually got the room at 8pm. What do you say to that?

Should have immediately returned to front desk to voice concerns. Whenever encountering problems at a hotel, giving management the opportunity to rectify should always be paramount. Right now, they have no idea there are dissatisfied guests in the hotel.

The situation is not ideal for either party but compensation was offered and compensation was accepted. As far as Disney is concerned, the matter is closed and the guest was made whole.

 

[wilkeliza]

Ok, they were happy when they left registration. Not so happy when they actually got the room at 8pm. What do you say to that?

As PP said. Since they are still there they can go back to management and voice their concerns and disappointment. Better to get it fixed now then try and fight it later. If they don't voice their concern now then the hotel sees it as fixed since they said that those things were acceptable originally.

 

[susan137]

I'm the OP and just wanted to address a couple of things....

The wording from the manager at the BCV was "my points would be converted back". I took that to mean they were coming back to me. If that wasn't her intention, it sure wasn't very clear.

I realize the the YC does offer rooms on points and the point cost is very high. This doesn't change the fact that I didn't get the amenities that I originally booked. I wanted a 2 bdr where I could cook, have a newly renovated room and do laundry. None of those things were possible in my YC suite. Again, goes back to me not EVER spending my precious points for a suite at the YC.

Flooding...I do think it is too much of a coincidence that every time someone is moved, it's blamed on flooding. BCV doesn't even have the jetted tubs anymore, so hard to blame it on that.

As for getting my points back...I'm still waiting for a response to my email

Susan

 

[disneynutz]

Actually flooding issues, was one of the reasons for the removal of jetted tubs. Some guests just did not understand jetted tubs and bubble baths do not mix.

Try putting wash machine detergent in the dish washer and see what happens.

Bill

 

[wilkeliza]

Try putting wash machine detergent in the dish washer and see what happens.

Bill

Or just regular dish soap in a dishwasher. I can't tell you how many people I know who get their first dish washer and have no clue you can't use regular dish soap.

 

[bumbershoot]

Ok, they were happy when they left registration. Not so happy when they actually got the room at 8pm. What do you say to that?

I say that they need to go to the front desk and complain! They needed to do this at 8:01pm on Sunday, rather than getting you involved.