We were DOWNGRADED...is this typical?!!!

[LibGirl]

Something similar happend to us at ASMu! We arrived at about 7:00 pm on May 21. I had reserved and PRE-PAID for a preferred room. They said all the preferred rooms were full, and tried to put us in Broadway and that I would be reimbursed for the difference. I said no, I didn't want Broadway, and that I didn't understand how all the rooms could be full when I had paid for one that should be waiting for us. The CM said they had "overbooked", and that all the rooms were the same, and that since I was checking in late in the day, that was why the preferred rooms were full (in all 3 All Star resorts, not just ASMu). Then she said I could stay in non-preferred one night, and then move to preferred the next day when there would be a room available, or we could stay in non-preferred if we liked the room.

I requested and received a room in Jazz (closest to the preferred) instead of Broadway. I then asked what they could offer me in terms of compensation. The CM talked to the manager and they gave me a $40 credit to use in the food court. The difference in the price of the rooms was credited back to my cc on the last day when we checked out. We liked the Jazz room, and since it was still reasonabley close to the pool and the food court, we ended up staying there and not moving to preferred.

It all worked out, and I was satisfied with the room location and the compensation, but I was still shocked that they would overbook and downgrade us. It will definitely make me think twice before spending lots more money to stay in a mod or deluxe, where the difference in room types and/or location is much greater.

This was our family's first trip to Disney, and we certainly did not let this ruin our trip - we had a great time! I just feel that, although it was handled professionally by the CM, such a thing should never have happened in the first place. The computer system can and should be set up to prevent overbooking. If a credit card can be used to guarantee a room past 6:00 pm in other hotels, surely pre-paying an entire stay should be adequate to guarantee my reservation for Disney! If this happens to us again, I'll be asking for more than a free meal next time.

 

[safetymom]

It is not only Disney that overbooks. All hotels do this. It's no different than the airlines. They overbook because people change or cancel reservations all the time.

LibGirl, it sounds like Disney did what it should to make you happy. Some hotels wouldn't have done that much.

 

[LibGirl]

Safetymom, do you really think Disney did all that it should do, when it made no effort to reserve the room that I paid for in advance? Disney requires much more than other hotel chains simply in requiring an actual deposit, rather than just a credit card number. In return, I don't think it is too much to ask that they actually reserve the room.

I travel often for my job, across the United States, Europe and
Asia, and I have never been forced to downgrade or told the hotel was overbooked. While it may be true that all hotels overbook, the question is how accurate is the "expected no-show rate" variable assigned in their booking software. I'm sure Disney can predict with great accuracy their no-show rate for a given period of time - and their overbook rate should be adjusted accordingly if it is too high.

And the overbook rate certainly seemed excessive while we were there. I was not the only one in this situation. There were several other parties in the lobby that evening who were complaining about downgrading. When we left on May 28, we overheard another group who were told the entire hotel was overbooked, and they had no room at all (this was early afternoon).

Please note that in my post, I stated that I was happy with my outcome. But also note that Disney did not OFFER any compensation. It was only because I had the presence of mind, after a long day of travel and with 2 exhausted little girls by my side, to request compensation, that I received anything. If the standard compensation typically made by hotels is a free night's stay (indicated by another poster), that is what I would request the next time I, if there is a next time. I wonder what the folks who did not know to request something received.

I posted my experience because the OP asked if his situation was typical. On most travel boards, posters are thanked for the info by other travelers, so they can take it into account when they choose their hotel. I certainly didn't expect criticism! I don't think my expectations or my response to the situation were unreasonable. And I respectfully disagree that most hotels wouldn't have compensated me as much as Disney did.

 

[Aimeedyan]

I am so sorry you got downgraded, and I hope you get some answers from your letters. Tyler knows his stuff, and if he says it's not company policy, it's ain't company policy and should NOT have happened to your family =( I hope you get somewhere.

I did want to point out that when we checked into WL about 3 weeks ago, on a CM rate, we had been upgraded from standard to courtyard (is that what they call the poolview?). Anyways, we had paid far from rack, but I guess because we only stayed 2 nights, requested a king, and checked in early that it worked to our advantage. So not all discount rates get overlooked for upgrades, though I'm sure they do try to upgrade those paying through the nose for their room

Let us know what you hear back!

 

[JandT'smom]

I just have to put in my two cents worth. This is not the same as booking with a regular hotel chain many of these reservations are packages paid in full 45 days before arrival. If you have prepaid then they know you will be there.

 

[Ziggie]

Safetymom, do you really think Disney did all that it should do, when it made no effort to reserve the room that I paid for in advance? Disney requires much more than other hotel chains simply in requiring an actual deposit, rather than just a credit card number. In return, I don't think it is too much to ask that they actually reserve the room.

I travel often for my job, across the United States, Europe and
Asia, and I have never been forced to downgrade or told the hotel was overbooked. While it may be true that all hotels overbook, the question is how accurate is the "expected no-show rate" variable assigned in their booking software. I'm sure Disney can predict with great accuracy their no-show rate for a given period of time - and their overbook rate should be adjusted accordingly if it is too high.

And the overbook rate certainly seemed excessive while we were there. I was not the only one in this situation. There were several other parties in the lobby that evening who were complaining about downgrading. When we left on May 28, we overheard another group who were told the entire hotel was overbooked, and they had no room at all (this was early afternoon).

Please note that in my post, I stated that I was happy with my outcome. But also note that Disney did not OFFER any compensation. It was only because I had the presence of mind, after a long day of travel and with 2 exhausted little girls by my side, to request compensation, that I received anything. If the standard compensation typically made by hotels is a free night's stay (indicated by another poster), that is what I would request the next time I, if there is a next time. I wonder what the folks who did not know to request something received.

I posted my experience because the OP asked if his situation was typical. On most travel boards, posters are thanked for the info by other travelers, so they can take it into account when they choose their hotel. I certainly didn't expect criticism! I don't think my expectations or my response to the situation were unreasonable. And I respectfully disagree that most hotels wouldn't have compensated me as much as Disney did.

By you having to "ask/request" for some sort of compensation speaks very poorly of ASMu. It's disheartening and (imo) taints the magical experience.

One thing I noticed over the past few years is the increasing use of college program CMs at the front desk. I wonder how much training they receive? On our last trip this past May, we were checked in by a CP CM. Although she was very sweet, it didn't go smoothly. When Hubby and I got to our room, the manager on duty phoned me to say that "she didn't process the check-in correctly.. and he apologized". The thing is, his voice was very "automatic"... like he had been saying the same line over and over again all day.

 

[Jeanne B]

Please note that in my post, I stated that I was happy with my outcome. But also note that Disney did not OFFER any compensation. It was only because I had the presence of mind, after a long day of travel and with 2 exhausted little girls by my side, to request compensation, that I received anything. If the standard compensation typically made by hotels is a free night's stay (indicated by another poster), that is what I would request the next time I, if there is a next time. I wonder what the folks who did not know to request something received.

I posted my experience because the OP asked if his situation was typical. On most travel boards, posters are thanked for the info by other travelers, so they can take it into account when they choose their hotel. I certainly didn't expect criticism! I don't think my expectations or my response to the situation were unreasonable. And I respectfully disagree that most hotels wouldn't have compensated me as much as Disney did.

I was one of the folks who didn't know that I should get compensated beyond paying the difference between the waterview and standard...I just wanted my waterview room which is why I immediately got on these boards when I got home to ask if it was not unusual to be downgraded. What makes me angry at Disney is that you had to complain in order to get a $40 food credit (which many may feel isn't compensation enough) but because I didn't push the issue more than what I did I didn't get anything additional. I agree with what you said...when you check in and they don't have your room type that you SPECIFICALLY reserved and paid for partially in advance you shouldn't have to complain/ask for a manager, etc just to be compensated...if they downgrade a guest it seems like they should automatically offer to accomodate the guest in some way. I had this nice older sweet CM I was dealing with, I had a line of people behind me and I had an incredible headache and I just didn't have it in me to start arguing with her about it but why should I have to?!! But because I didn't argue I didn't get anything in return for being inconvenienced other than them charging me the difference between the preferred and waterview which they obviously have to do anyway so it's certainly nothing extra. Now that I'm back from my trip and reading these boards I'm baffled by the fact that I'm seeing disboard members getting upgraded before they even leave for their trip yet when I arrived I was downgraded with absolutely no offer made to put my DH, DD and I in a room that was equal to or better than what I reserved, even if it meant asking us if we wanted to move to another resort. As you said, I certainly didn't let it ruin our vacation but I'm angry enough right now that I may just pick up the phone and call the manager at CSR rather than take the time to write a letter. We were first time guests...downgrading us was a heck of a way to get us to want to return to Disney resorts!! I did admit in my OP that we decided we actually liked the Ranchos section that they put us in better (but we had no water view) but it's the principal of it that is the issue for me. I guess I've done enough complaining on this thread - I'll let you all know what sort of response I get from Disney.

 

[LibGirl]

I was one of the folks who didn't know that I should get compensated beyond paying the difference between the waterview and standard...I just wanted my waterview room which is why I immediately got on these boards when I got home to ask if it was not unusual to be downgraded. What makes me angry at Disney is that you had to complain in order to get a $40 food credit (which many may feel isn't compensation enough) but because I didn't push the issue more than what I did I didn't get anything additional. I agree with what you said...when you check in and they don't have your room type that you SPECIFICALLY reserved and paid for partially in advance you shouldn't have to complain/ask for a manager, etc just to be compensated...if they downgrade a guest it seems like they should automatically offer to accomodate the guest in some way. I had this nice older sweet CM I was dealing with, I had a line of people behind me and I had an incredible headache and I just didn't have it in me to start arguing with her about it but why should I have to?!! But because I didn't argue I didn't get anything in return for being inconvenienced other than them charging me the difference between the preferred and waterview which they obviously have to do anyway so it's certainly nothing extra. Now that I'm back from my trip and reading these boards I'm baffled by the fact that I'm seeing disboard members getting upgraded before they even leave for their trip yet when I arrived I was downgraded with absolutely no offer made to put my DH, DD and I in a room that was equal to or better than what I reserved, even if it meant asking us if we wanted to move to another resort. As you said, I certainly didn't let it ruin our vacation but I'm angry enough right now that I may just pick up the phone and call the manager at CSR rather than take the time to write a letter. We were first time guests...downgrading us was a heck of a way to get us to want to return to Disney resorts!! I did admit in my OP that we decided we actually liked the Ranchos section that they put us in better (but we had no water view) but it's the principal of it that is the issue for me. I guess I've done enough complaining on this thread - I'll let you all know what sort of response I get from Disney.

I agree completely, Jeanne B! What bothered me the most, other than not being offerred compensation, is that our CM, while pleasant, did not ever volunteer the information that we had been downgraded. She just gave me a map and showed me our Broadway room, and I had to tell her we had paid for for prefferred location. Then she sort of shrugged her shoulders and said "They overbook." Again, not rude, but not particulary apologetic. I knew it wasn't her fault, and I didn't take it out on her, but I was surprised she seemed to indicate it was a fairly common experience.

You and I were both lucky that we were satisfied with the rooms we received. Before our trip, I had been seriously thinking about reserving AKL savanah (sp?) view for our next trip, but I probably won't now, becuase there is no way I would accept downgrading to a standard room at AKL, paying all that money for a room overlooking the parking lot or the pool! That would be a deal-breaker for me, no matter what the compensation. So I think I'll cross my fingers, stick with the All Stars, and save my money for trips to Europe!

Good luck with your efforts with the manager at CSR - you have my best wishes for success!

 

[maxiesmom]

I wish I knew then what I know now! The CM who checked us in didn't offer up that they had moved us to a different building either, just pointed on the map. When I pointed out that I had reserved the preferred room I too got the standard "we are overbooked" routine. That was after they had the amount of my room deposit wrong too! I had 2 rooms reserved, 1 for me and 1 for my sister's family. She had already checked in so I let the room location slide. Does Disney think because we book a value room that we deserve a lower level of service? I didn't think I had to be a b*#@# to get the room I reserved. Oh well, we were just at POFQ and had a wonderful stay! I know I will NEVER go back to a AS resort!

 

[Mom2AAA's]

Two visits ago, we were to stay at the CBR. When we got our rooms ( after calling to get the numbers after 3:00) one of the rooms was already occupied by another family! There must not have been another room available so after a while and alot of phone calls nothing seemed to be getting done, so I simply said. "You need to upgrade us to another resort!"

And that's just what they did. They offered us Animal Kingdom Resort but my Mom didn't think she would like that so I asked what else they had and we pick the Poly.

I was satisfied.

 

[maxiesmom]

WOW! Maybe I will book ASMU next time. What an awesome upgrade!

 

[pavil]

Wow is all I have to say. I don't know about anyone else but if I bought and paid for a Lincoln Town Car and when I went to pick it up someone told me sorry we sold your car here is a Ford Focus and we will credit you back the difference, Heads would roll. Most people get upset at the desk or sales person who can't really solve their situation. You can be mad and upset just don't sound angry at them personally. You first have to get in front of the person who can solve it for you without having to talk to another person. From my days as a manager I can tell you that I would have done whatever was necessary to prevent a scene in front of other guests. Speak to a manager in public when something like this happens, stand up for your position. You were right in that you had already paid for the room, they were in the wrong and had to rectify it to YOUR satisfaction. Just moving you down and giving you a lower rate is NOT enough, especially for a Disney Moderate resort. If the conversation is not going well be sure to have the manager personally write down their name and the address to where complaints should be sent, do not write it down for them have them personally do it; a business card will not do. I know this sounds kinda of hardball, but managers will take care of you if they know that they will get a black mark on their record for failing to satisfy you. Managers get paid to run places and take care of their customers first and formost. There is always a way to satisfy a guest with a problem so that the guest feels they have been taken care of properly. When I was a manager, sometimes all that is necessary is an apology sometimes I have had to pretty much buy the farm for a guest. All that matters is that the guests leaves with the problem solved to their satisifaction.

 

[DisneyEnthusiastic]

Thanks for letting us know about this downgrade. I'll be armed with knowledge when I go next week I've already paid for 3 water view rooms at POFQ...and from what I keep reading the resort is booked After reading this thread, I will not be blindsided