Disappointed Disney fan

[bluejasmine]

When they decided to move you they may not have realized that its your honeymoon even if its noted it may have accidently been overlooked.
I agree that you should call, maybe you can see if they are willing to switch you to another DVC you haven't stayed at instead of OKW if your ok with that, It sounds like your biggest wish is to stay somewhere new right? If not stick to your guns nicely but firmly.

Also let us know the outcome!

 

[Action City]

I could be wrong but aren’t both resorts considered to be basically the same category?

Yes, they are. I've stayed at both and they are comparable.

 

[Action City]

Seriously, all the responses to "nicely" and "calmly" "explain" that it's your honeymoon....Really??!! .... I would be peeved! Disney seems to getting away with too much of this stuff lately! I would call and be stern! You made a reservation for SSR and that's what you expect. I could see if they "offered" you an alternative, that would be different! But to just send an email!!??? The least they should do is call!!! It's not like the airlines and a simple flight change of an hour! This is the entire resort stay! Ugh!!!

Their trip is in November. It isn't an emergency. Disney is doing them a favor by moving them if SSR will be undergoing a refurb at the time of their trip.

 

[ElizabethB]

Some years ago, we had booked a deluxe CL room at Beach Club. A couple of weeks before our arrival, we received a call that the CL lounge was being renovated so they wanted to offer us a room elsewhere. They offered us a two bedroom, three bath suite (we were a party of 4) at the Boardwalk Inn. We happily accepted, needless to say. They also gave us a pass for Stormalong Bay since we'd originally been booked at the Beach Club. So, it's definitely worth a phone call to ask what other options there are -- especially for a couple on their honeymoon!

 

[kaytieeldr]

I think an email from Disney explaining the overbooked situation and offering a substitute along with a phone number to call if you'd be interested in discussing the situation further would have been better customer service.

Until the OP, or someone else affected by the move, quotes the e-mail content or posts a screenshot, we don't know that's exactly what's in i t.

 

[maxiesmom]

Oh, I get that! Maybe I should have said to ask for a supervisor/manager first. But also, the feedback needs to get to the appropriate persons or this type of thing will continue.
Of course.... I would never start with anger.... but rather to take it to a "higher-up" (if that's the right way to say it). I never said not to be polite! But to be "stern"! There is an appropriate way to be stern and not be out of line.
I just think it's ridiculous the way Disney handles things like this.

That type of thing has been going on for years and years. It is in fact fairly normal for all hotels. If they over-book, or if some units will be out of service, they "walk" guests to other resorts.

Call, and explain you want to stay where you are. They will probably say ok and "Walk" someone else. There is no need to be "stern". I understand it will be your honeymoon, but there is no need for the outrage. Call them, and they will take care of you.

 

[JETSDAD]

I saw posted on a FB group that someone else was moved from SSR to OKW but also upgraded from a studio to a 1BR. Might be worth a shot.

 

[jliucci]

Seriously, all the responses to "nicely" and "calmly" "explain" that it's your honeymoon....Really??!! .... I would be peeved! Disney seems to getting away with too much of this stuff lately! I would call and be stern! You made a reservation for SSR and that's what you expect. I could see if they "offered" you an alternative, that would be different! But to just send an email!!??? The least they should do is call!!! It's not like the airlines and a simple flight change of an hour! This is the entire resort stay! Ugh!!!

Am I the only one who has previously worked in customer service?!? The person who answers the phone is not the person who created the problem. If you start off by yelling at them and demanding things I doubt they will really want to help. Calmly explain why you are so disappointed and if you have to ask to escalate the matter to a manger. Old saying..you catch more bees with honey

 

[kaytieeldr]

Am I the only one who has previously worked in customer service?!?

Hell, no! Some of us just don't want to state it outright .

 

[Rob Troxel]

Am I the only one who has previously worked in customer service?!? The person who answers the phone is not the person who created the problem. If you start off by yelling at them and demanding things I doubt they will really want to help. Calmly explain why you are so disappointed and if you have to ask to escalate the matter to a manger. Old saying..you catch more bees with honey

We have been coming to Disney World and stayed at their resorts since 1971 starting at the Polynesian. There is great advice being offered here and it is to work with whom ever you talk to as someone who might be able to help you unwind the situation to your satisfaction. Leading with your wedding is just about as strong an arguement you can make to the Disney guest relations team member. A good team member would usually be the 1st to suggest or contact a supervisor if they understand their limits. You really want them to be an advocate for you so make them a partner in the solution request. Have some idea of where you would like to stay as an alternative and suggest the properties you are looking for. There might be movement for an upgrade to the the Deluxe Ft Wilderness Lodge for example. It's your wedding and I am sure they want to help.

Now then if all this fails, give a thought to FED Exing ( request a signature) a letter outlining your situation and unsuccessful steps to Bob Eiger's office in Burbank, CA. Be as brief as you can on this issue , no more than one page, and ask for help to make your special honeymoon the best it can be as WDW. Include your reservation numbers(s) and a direct phone contact number. This approach should only be used if all else fails. Please let us know how it goes!

 

[ktlm]

Have you called them yet? What response did you get? I would not accept being moved to a resort that did not make me happy. I would call and advise that this is your honeymoon trip and you specifically booked SSR and that you have stayed at OKW and do not want to stay there on your honeymoon and see what they can do for you. I have seen this happen on the boards more than once, and Disney generally seems to be good at finding a way to resolve the situation to make people happy. I have seen reports that they have gotten people back to their original resort choice or that they found a different better resort if the change did not make someone happy.

To me, an E-mail is not an appropriate customer oriented way to handle this. I would have expected a phone call to advise they were moving me, and then if I did not like their choice of a move would have expected them to work with me to find a better place.

I agree with the others that when you call in to be very nice to the person on the phone. It is not their fault and if you are polite and they like you they are going to be a lot more willing to work harder to find something that works better for you. Also, if you get someone on the phone that you get a bad feeling about, it is okay to hang up and call back. Unfortunately, I have had that happen calling Disney. A lot of the phone CMS are absolutely fantastic, but there are some that don't appear to care much about their jobs or the customers or to even have much knowledge about Disney (like the time the CM wanted to charge me the $60 park hopper price for EACH day of our 9 day tickets ($540 per ticket instead of $60 something per ticket) when the hopper was left off my reservation). Nice, but if you are getting the runaround be firm and ask to speak to a supervisor if they are not agreeing to move you from OKW.

 

[Sally_1983]

Thanks for all the replies

Here’s an update for those interested

I called this evening and spoke to a lovely lady, explained it was our honeymoon and wanted somewhere that neither of us had stayed before, so said no problem and her first offer was Beach Club Resort which is not one the list of already visited so I expected right away and she didn’t offer anything else. She did make a huge thing about it being our honeymoon and said she was going to make sure that it was clearly noted on the booking and that it was well known (not quite sure I get what she means but will go with it!!) and she was also helpful enough to link the magical Express to the package and that I would be using a mobility scooters (1less thing to worry about!!)


She also said that it was a free of charge upgrade,
So my question is-is it really an upgrade? What are peoples opinions on this?

 

[Rob Troxel]

You will love this place. iT IS AN UPGRADE! Walking to EPCOT or scooting there is easy. Well done

 

[gillep]

I would be extremely happy moving from SSR to BC!!!!! Glad it worked out for you.

 

[_auroraborealis_]

Yes, it is an upgrade. The one thing that might be weird is that it is likely to be a room with two queens, rather than a queen and a sofa bed. But the extra bed makes a nice place to stow luggage.

 

[gwynne]

Thanks for all the replies

Here’s an update for those interested

I called this evening and spoke to a lovely lady, explained it was our honeymoon and wanted somewhere that neither of us had stayed before, so said no problem and her first offer was Beach Club Resort which is not one the list of already visited so I expected right away and she didn’t offer anything else. She did make a huge thing about it being our honeymoon and said she was going to make sure that it was clearly noted on the booking and that it was well known (not quite sure I get what she means but will go with it!!) and she was also helpful enough to link the magical Express to the package and that I would be using a mobility scooters (1less thing to worry about!!)


She also said that it was a free of charge upgrade,
So my question is-is it really an upgrade? What are peoples opinions on this?

You have received a very nice upgrade. The Beach Club is a lovely resort. Enjoy!!!

 

[SaintsManiac]

I have never stayed at SSR, but I think the Beach Club is a great resort for a honeymoon stay.

 

[MainMom]

Jealous of the Beach Club! Love the whole Boardwalk/BC/YC area. Happy honeymoon!

 

[chloelovesdisney]

Beach Club is fantastic, perfect for a honeymoon trip.

 

[Jennasis]

SCORE, Op! Big time! Our honeymoon was at the BC too. Have a blast!