WL - Dissapointing Treatment

[terrygl]

For a company that is supposed to provide "Magic," I am dissappointed in WDW. We had reservations for 6 nights of accomodations at WL for Mar 20-26. We left home on the afternoon of 3/19 and intended to stop in Ocala to rest, before going on the next day. When we arrived in Ocala, virtually everything was booked up. Probably should have made a reservation, but we weren't sure we would make it that far and we had done this in the past with no problem. We decided to drive on. After discussing the possibility that WL might have a room available, my DW called them and yes they did have a room, BUT they wanted $289 for it! They would not honor the rate we had for the 6 nights we had already booked. My DW called again and asked to speak to the manager. The CM was reluctant to comply and the rate stayed the same. By this time it was around 1:00am. We would not have arrived until around 3:00am. Now checkout time is 11:00am so we would only have rented the room for less than half a day on the day we would have arrived anyway. Apparently they would rather have the room stay empty than rent it at a discounted rate to help out an arriving guest. What a way to start out what is supposed to be a magical vacation. We did check in there around 10:30 that morning. We spoke to the manager right after checking in to voice our dismay, but that of couse didn't make a difference at that time. It didn't ruin the vacation, but it sure lowered my regard for the once venerable Disney name.

Roy Disney has some valid points. Disney is losing its magic. That happens a lot when a company gets to the point that the desire to provide a feeling of value is lost by the desire for a quick buck. The main characters' name should be changed from Mickey Mouse to Money Mouse. Much of the magic that you see there now is your money disappearing.

A disappointed Disney veteran.......

 

[z28wiz]

oh wow, bad stay i gather. I liked the money mouse thing im a savedisney.com supporter myself

 

[DisneyMin]

I guess i'm not completely understanding your point. You had ressies for certain dates. You plan to stay elsewhere your first night in,,but don't make prior reservations anywhere. Local hotels are booked. So you're mad that WL didn't give you a cheaper rate? During their peak season? They charge a rate per room,per stay,whether you check in at 3pm or midnight. Yes,the rate is high,,possibly rediculous. But poor planning on your part doesn't make an emergency on theirs. I hope you didn't allow that to ruin your vacation there. I guess i'm not seeing what they did "wrong". Other than charging rack rate on a room??

 

[Kimberle]

Yes, Disney is pretty strict on their codes, when they expire, they expire. They don't budge. Also, if you call or go to any resort directly, the CM can only give you rack rate. They are not allowed to book any discounts at all.

WDW resorts seem to "march to their own drummer".......

It's not a WL "problem", is a Disney general policy "problem".

Hope you had a nice time, anyway.

 

[Ratpack]

Did you speak to the WL staff directly or to CRO?

 

[gina2000]

Sorry to hear of your disappointment but Disney really was under no obligation to do anything for you. It's upsetting to have plans not work out, though. Hope next time your trip planning is a bit more succesful!

 

[terrygl]

DW spoke with the WL directly and we spoke to the manager after we checked in that morning. I know it is probably Disney as a whole, and not specifically WL, but the hotel management should have some autonomy to accomodate "out of the ordinary situations."

 

[sotoalf]

Don't be offended, but unless there's something you haven't told us, I don't see how it's WL's fault. Yes, maybe the resort should have offered you a discount since you were already booked for a few nights' stay, but it's at their discretion. If you're checking in a day early and expect to get the code discount, it ain't gonna happen. Disney is VERY strict about those codes, and always have been.

Believe me, I'm no fan of some of the changes that have taken place in WDW in the last 10 years - I've been going since 1974 - but the Polynesian or Contemporary would have treated you the same 20 or 30 yrs ago as well.

 

[stinkerbelle]

how much is a standard room at the all-stars/POP Century?
around $100 a night?

maybe next time - if you find yourself in this situation - you could try a value resort.

I do have to agree with the others though...at least they had a room available for you.

 

[terrygl]

Originally posted by gina2000
Sorry to hear of your disappointment but Disney really was under no obligation to do anything for you. It's upsetting to have plans not work out, though. Hope next time your trip planning is a bit more succesful!

I understand that they are under no obligation, but I would think the amount of money that we spend with Disney, that a little consideration/appreciation could be extended. I wouldn't have expected any discount were we just breezing into town without prior reservations, but obviously they weren't booked up. To me it is arrogant to prefer nothing for the room to a discounted rental.

 

[gina2000]

While I agree with you that half a loaf is better than none, Disney, for its own reason, doesn't. I cannot comment on their reasoning but they do have the right to make that call and they did. Sorry you are disappointed. I would be disappointed also, but discounting is at their discretion. Their volume of last minute reservations may put them in a position not to have to bargain. They also may not want to encourage people wandering in looking for deals. Again, I don't necessarily agree with their logic, but it is their call.

I also rather doubt they check your account balance to see how much money you regularly spend there when you call for a last minute accomodation. Arrogance works both ways, obviously.

 

[StitchGirl]

I have to say that I agree with some of the other posters that it wasn't Disney's fault. I am sorry you felt upset, and I hope it didn't ruin the rest of your vacation!

You know, we hear all about upgrades, and all of the Disney magic that goes on, that sometimes I think we begin to expect things like that. Well, if we *expected* it, would it be Disney magic anymore?

Disney has their rates, and sometimes there are discounts. If you just walk into a resort, you will pay rack rate, it's the way it is. I'm sure we can all come up with our special situations where we think we should have a lower rate, but where does Disney, who is receiving all of these requests, draw the line?

Disney *is* VERY expensive. BUT, the experience you get at Disney is 100% unique-- there is no place at all like it on earth. They can probably double the rates and still get quite a bit of business because there is nowhere else to get it!

When I go on vacation, I always know what I'm getting into, and I am prepared. In the event something unexpected occurs, I have to deal with it in the best way possible, but I never expect to get something special because of my situation-- there are probably at least 50 other people who also have a special situation!

 

[jkovick]

You obviously got a discount on the 6 nights. Discounts are LIMITED availability. I fail to see how you were treated badly just because they were unable to give you a discount for another unplanned stay. You could have easily stayed offsite. As far as "the amount of money you spend at Disney" entitling you to extra considerations --- we ALL spend plenty at WDW but few expect special treatment because of it.



T-R-O-L-L!!!!!!!!

 

[floridafam]

Did you call the hotel directly or CRO?

CRO is usually the only authority that can give you the discounted rate if it is available.

Usually, you will get nowhere if you call the hotel directly.

 

[Ratpack]

Actually I don't see it as arrogance and more of a business decision. You said yourself that you would only need the room a half day since you were arriving late. Perhaps they needed the room the next day and it made more sense to not have to worry about getting mousekeeping in there for such a short stay. Also, yes, we all spend a lot of money there, but Disney knows that if we don't, someone else will. and they take the calculated risk of losing the night if you do not take it, but then again it doesn't require their staff to have to prep it, so the loss is not the full $289.

Also, you said you spoke to the manager the next morning, that was kind of after the fact, nothing he could do then. It really depends a lot on the CM you get now, I have been able to book a code rate a month after they expired, but I just happened to get the right CM.

 

[DizneyLisa]

Well I may be the only one, but I agree that there should be some consideration for a guest coming in. After all, the room was going to remain vacant overnight and they possibly could have moved your existing reservation to that room so that no extra mousekeeping would have been necessary. I agree that it seems silly to allow the room to remain vacant and that they missed an opportunity to extend the magic. While I understand the other posters' opinions about Disney being under no obligation. . . .. , that's where the norm ends and the extraordinary begins in the area of Customer service. I think they missed the boat!

 

[susy]

Did you speak to a manager that night? If they had availability, I don't see why they could not have given you a discount...

Maybe I have no business sense, but if I were in charge I would have seen if I had a room, seen if I could get it discounted AND seen if you could stay in that same room the whole time (without moving) EVEN if it meant upgrading you. That's just me. If I were the manager of the WL I would much rather have to read that story on the DIS than the one posted!

By the way, I have read some pretty amazing stories of what Disney can do when they want to right here on these boards, unless people are making up stuff...

 

[terrygl]

Perhaps I didn't make myself clear on the amount of money we spend there. There are plenty that spend much more than we do.
I would have expected Disney to afford the same consideration for anyone in a similar situation.

Maybe also I shouldn't have condemned Disney as a whole. I've been to Disneyland Resort and stayed at the Grand Californian and that stay was wonderful. We checked in very early when we arrived and they were very accomodating. They made us feel that they appreciated we were there.

I just don't get that feeling at WDW.

 

[oogieboogie]

OK, I don't usually butt in these arguments, but my first thought was that you had obviously made plans to go to WDW for 6 nights, and you said yourself you intended to stay in Ocala for 1 night on the drive to WDW. Did you not make plans and reserve a room for that 1 night? You are responsible for your vacation plans.

Since I don't work for Disney, I have no way of knowing what their policy is regarding walk-up guests, so I'm not going to comment on that. But what I am going to comment on is the fact that you called in, was given a rate and still decided to go stay at the WL anyway. If you didn't like the rate quoted, you could've gone to a cheap motel along the way. I'm sure there are plenty of them outside WDW.

We expect a lot from WDW and we do put them on a higher standard then other vacation destinations. But how is it bad treatment if they are abiding by their policy? Is it maybe your expectation of them is too high? How much can Disney bend back to accomodate their guests? How much is too much?

 

[terrygl]

Originally posted by susy
Did you speak to a manager that night? If they had availability, I don't see why they could not have given you a discount...

Maybe I have no business sense, but if I were in charge I would have seen if I had a room, seen if I could get it discounted AND seen if you could stay in that same room the whole time (without moving) EVEN if it meant upgrading you. That's just me. If I were the manager of the WL I would much rather have to read that story on the DIS than the one posted!

By the way, I have read some pretty amazing stories of what Disney can do when they want to right here on these boards, unless people are making up stuff...

DW tried to speak with a manager on a second call, but the CM was reluctant to accomodate. I can't remember if she ever succeeded.