Warning: My reservation was screwed up!

[Scrappymags]

I am VERY VERY glad I listened to you folks here. I had booked our stay from 12/4-12/12 as ASMusic. 12/4-12/5 room only, 12/5-12/11 room with Ultimate Park Hopper (7 days), and 12/11-12/12 room only. No problem, got my confirmations.. all set.

Then I called yesterday to check on the possibility of moving to a moderate or deluxe and what the price would be. Talked to a CM named Sharon. She was having all these problems with the computer. I was on the phone for over an hour!! Anyway, she found a room at AKL for what looked like $168/night, but she was having computer problems. So I asked her to call me back with what the price would be and we'd go from there. She called back, price was too high for us so I told her I wanted to leave my reservation as is at the ASMusic. I said ok, so it's ASMusic from 12/4-12/12. "Yes, It's all set". Okay great!!

Not so fast. Then I had a nagging feeling that I better call and check to reconfirm everything. SO GLAD I did. I had read several warnings here about this kind of thing. They booked me at the AKL, CHARGED my dad's credit card something like $1100 (he's going to CRAP when I tell him)! Then they changed our middle portion to ONE less day AND booked it at Coronado Springs... so it was like I had 2 reservations at the same time at different hotels, missing the last day! Of course, there are now no rooms at the ASMusic because of the Pop Warner. I spoke to someone in guest services who is supposed to call me back by 5pm here at work today. She said it was obvious the person I talked to yesterday screwed this up. She said she would get this fixed and not to worry.

So I'm not worried, and I'm sure they will fix their error (they better!).....

But the DIS board really really really saved me here!! Imagine if I had shown up that day and it was all screwed up then. That would have been 10,000 times worse. So thanks DIS'ers and now I'm passing this on to you. Make sure to check those reservations!!!

I'll post later on the outcome as well.

 

[javaj]

Wow, what a mess! Good luck, and keep us posted!

 

[TammiMcMan]

Good thing you listened to that little inner voice. I'm sure Disney will set it straight for you.

Tammi

 

[Disney Ella]

That would have been a pain to have to deal with it there. I wish they could develop a computer system that would allow anyone with a confirmation system to check on their reservation any time they wanted online. I've wondered if they've gotten my reservations right, and I've been afraid to call back and change anything after some of the stories I've heard.

 

[TammiMcMan]

I'm going a little off topic here, but I just had to comment on what Disney Ella said. For a huge corporation that's devoted to customer service, they have the worst computer set-up that I've ever seen. I swear they do no testing of their software before they throw it on-line. I don't think there's one person who had a pleasant experience when their new website opened up. Every once in a while, I still have a problem logging on and being recognized. And let's not even mention the fiasco with Magical Gatherings. Now it's in beta testing, but that was only after many complaints. I was in the computer industry for years and my DH manages a data system for a major company. When he see's some of the issues that Disney has, it drives him nuts.

For what it's worth, there is really no reason that they can't have an online system where you can check reservations and let's not even get started on making your own priority seating arrangements.

Carefully stepping off my soapbox now and returning your station to it's regular programming.

Tammi

 

[3for Me]

Not to STAY off topic, but I have to agree with Tammi. I thinkit is possible that this discourages people from upgrading, which in the long run hurts Disney. I just marvel at the complaints I read on these boards about this and wonder what happens to the poor folks who have no clue, show up and are greeted with numerous check in problems!

 

[Kallison]

That is why I book with Dreams Unlimited, you don't have to worry about that kind of thing. They check for the upgrades and keep on top of the situation.

 

[Scrappymags]

I heard back from a fabulously nice person in Guest Relations. She is still working on everything, but told me many many many reassuring times that we will have a room at Disney. She's got our 12/4 room set and 12/11 set now, but the middle part is still missing because of everything completely full on 12/10. She will call me Sunday at home though. She is handling it herself and doesn't want to hand it off to anyone while she is off for two days. She was very reassuring about the whole thing and I'm sure everything will be fine. Now if they call me back and tell me I have to change resorts or something those nights, I'll definitely be mad. But for now, I'm happy that they are handling it and this person definitely knows what she's doing. Will let you guys know the results! (and get over the 10 heart attacks I've had today because of this!!!)

 

[TammiMcMan]

Great attitude and I'm sure everything will work out. Did you let her know that you'd be happy to take a suite, or concierge room at the same price, if the ASM can't accommodate you

Tammi

 

[Scrappymags]

LOL.. actually I did THINK that Tammi. I'm going to see what she says on Sunday. My fear is that she will say we have to switch resorts once or something. I think if they offer, say 3 nights at a deluxe on the end of the trip that would be worth moving for maybe. But moving from say ASMusic to PopCentury would just be a major inconvenience for us, when it's their fault (and not acceptable in my book). Now, if you inconvenience me, but move me to the AKL for 3 nights?? That might be okay. My parents though (specifically my dad) said no way, he does NOT want to switch resorts because we would have to pack and unpack again and such, plus they are driving, so they'll have to drive to another hotel, and my dad has insulin and a little mobile plug-in fridge - all that would have to be moved and he's not going to leave that to be handled by bell service. So that would be a HUGE inconvenience during the day to have to leave the park to come back and move.

So I guess I'll have to see what they say. I didn't want to switch resorts. I would think that due to their error they will find one resort for us to stay in for the whole stay. Keep your fingers crossed.

 

[TammiMcMan]

Maggie,

You bring up some excellent points and I'm glad that you also thought about the upgrade. Definitely wait and see what she say's, but if you have a minute, take a look on line at the Disney site. Pick a couple of resorts that you'd like to stay in and check the availability. Your family should not be inconvienced due to an error on their part. I'm not the type of person that will try to stick it to a company, but they made a mistake and the solution shouldn't cause more headaches for you.

Tammi

 

[PolyHereWeCome]

I completely agree with what Tammi's written. I'm not the kind of person looking for "something for nothing" but, based on my experiences, WDW will definitely return you to at least what you had. If not, I would expect that they'll go the extra mile and offer you something better that's also acceptable -- Go on-line and have some options for if/when this happens.

Good luck!

 

[LouLouDew]

Hi,

We just got back from the Poly and we had a scary start to our trip thanks to their reservation system. I had requested a non-smoking room with a fridge, and a 3rd floor room with a balcony. I called several times to confim these requests (which I understand aren't guarantees), and was assured that they were in the system. I failed, however, to call the Poly a few days before to confirm my requests. I know that this is a 'must do', but for some reason, forgot. The only request that I cared about was the non-smoking.

Upon arrival, they informed me that none of my requests are in the system, and that all they have is a 'smoking optional' room. I tried to be cooperative and we went to the room to see how it smelled. Nothing against smokers, but we all have allergies and were already coughing. The room smelled terrible to us, and the hallways in the building even worse. We never could have stayed in that room for a week. I was prepared to leave and go somewhere else. Mind you this is now 8PM and my dh and ds (7 and 9) hadn't eaten dinner yet.

Luckily, I pleaded my case to the one of the Managers, Mark, and he was able to put us in a great room that not only didn't smell of smoke, but it actually smelled fresh and sweet!

The interesting part is that a day later a printed confirmation appeared in our room (along with balloons and signed photos of Minnie and Mickey, and an extra Wishes coupon) that showed all my reqests, but dated a day after we checked in. I'm not sure what that means, but it seems like they found our data in their system and tried to make amends.

One last note: whenever I called to confirm my reservations and requests, they customer service person remarked that they got errors when they tried to enter any data, also I was never able to see my reservations online.

 

[Scrappymags]

Follow up: it's all resolved. They got my reservation back at the ASMusic. I was kinda bummed they didn't offer an upgrade for my 6 days of worry, but I'm also just so happy that everything is all set. So guest services did a great job of fixing the problem, but THANK YOU THANK YOU THANK YOU all for kindly reminding me to re-check my reservation several times. Kudos to Guest Services for being very kind and patient and fixing the problem. Hope that Disney can fix their reservation system one day!!!

 

[TammiMcMan]

Maggie, I'm glad that it all worked out for you. Have a great trip.

Tammi