Disappointed Disney fan

[Sweettears]

It's understandable to be upset and frustrated, but the point posters are trying to make is that venting your anger at whatever reservation specialist happens to pick up the phone isn't the most effective way to get what you want. The person you're speaking to wants to help you. Starting off with anger and demands before they even get a chance to try to resolve the situation...well, there's a reason for that old saying "you catch more flies with honey than with vinegar."

Yep. And they may be more open to granting any upgrade etc.. that’s within their authority

 

[_auroraborealis_]

It's important to know that your reservation is not for a specific unit (in most cases) and that the agreement you click when booking basically says they'll make sure you have a room, somewhere, but it may not actually be the resort or view you booked. If SSR is in fact starting its long-needed refurb, and you have a tantrum now to stay there, it won't be a good look to be upset that the building next to you has a dumpster.

So choose your battle wisely.

 

[cindyfan]

It's understandable to be upset and frustrated, but the point posters are trying to make is that venting your anger at whatever reservation specialist happens to pick up the phone isn't the most effective way to get what you want. The person you're speaking to wants to help you. Starting off with anger and demands before they even get a chance to try to resolve the situation...well, there's a reason for that old saying "you catch more flies with honey than with vinegar."

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.

 

[SaintsManiac]

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

Calling and going off in a rage is not ideal. There are others who have probably been moved during their own special occasion stay. I am sure Disney knows people will call if they are unsatisfied with the move. I bet most won’t even care.

 

[cindyfan]

Calling and going off in a rage is not ideal. There are others who have probably been moved during their own special occasion stay. I am sure Disney knows people will call if they are unsatisfied with the move. I bet most won’t even care.

Ok, people.... I did NOT say "go off in a rage"? I said I'd be stern. The point is.... you reserved a particular place and they changed it without the courtesy of a phone call to see if it was OK.
So.... If I ordered a pair of blue jeans and they sent me a pair of purple sweat pants with a letter enclosed saying they were out of the jeans so the substituted purple sweat pants.... you'd all be ok with that?
Even the airlines will give you the option to accept or decline a change..... and if you decline, you can call for a better solution.
I guess I'm from the old school of thought that if I purchase something I pretty much expect to get what I paid for. NO, I don't go off in a rage, nor do I take it out on the poor soul that happens to answer the phone. However, I do expect what I paid for, and if they can't deliver, I expect a choice of what I would like to replace it with.

 

[SaintsManiac]

Ok, people.... I did NOT say "go off in a rage"? I said I'd be stern. The point is.... you reserved a particular place and they changed it without the courtesy of a phone call to see if it was OK.
So.... If I ordered a pair of blue jeans and they sent me a pair of purple sweat pants with a letter enclosed saying they were out of the jeans so the substituted purple sweat pants.... you'd all be ok with that?
Even the airlines will give you the option to accept or decline a change..... and if you decline, you can call for a better solution.
I guess I'm from the old school of thought that if I purchase something I pretty much expect to get what I paid for. NO, I don't go off in a rage, nor do I take it out on the poor soul that happens to answer the phone. However, I do expect what I paid for, and if they can't deliver, I expect a choice of what I would like to replace it with.

The OP came to this board before going straight to Disney. The OP asked for advice and also tips on how to get compensated. It was a lateral, if not better move to another hotel room. It wasn’t receiving an incorrect item in an order.

I don’t know what you’ve heard or experienced about how they’ve been handling things, but they are well known to work with unsatisfied guests. All it takes is a phone call.

 

[Sue M]

It's understandable to be upset and frustrated, but the point posters are trying to make is that venting your anger at whatever reservation specialist happens to pick up the phone isn't the most effective way to get what you want. The person you're speaking to wants to help you. Starting off with anger and demands before they even get a chance to try to resolve the situation...well, there's a reason for that old saying "you catch more flies with honey than with vinegar."

That’s exactly the saying that came to mind after reading one of the posts, lol.

This is kinda how I feel, to be just moved with what feels like with no consideration is leaving my fairly annoyed. Just a vacation and It wouldn’t bother me too much but it’s our honeymoon. Am I being too stroppy and rude to contact them?

No, you should absolutely contact them and explain the situation. You aren’t being rude contacting them.

 

[kaytieeldr]

But to just send an email!!??? The least they should do is call!!!

In this age? Where people carry phones 24/7 but refuse to make phone calls? There's a paper trail with e-mail that simply. does. not. exist. with phone calls.

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).

Why would you escalate immediately? Not that the CM will comply, but the OP is not the only party having this experience. Why do you think the feedback has not already gotten to the appropriate persons?

So.... If I ordered a pair of blue jeans and they sent me a pair of purple sweat pants with a letter enclosed saying they were out of the jeans so the substituted purple sweat pants.... you'd all be ok with that?

I would expect the company would inform you (via email, that paper trail issue and all) and cancel your order.

Even the airlines will give you the option to accept or decline a change..... and if you decline, you can call for a better solution.

How is this situation different? When you call the airline, are you "stern" with the reservationist who did not have anything whatsoever to do with the change but who has been fending calls about it? In fact, when the airlines change schedules, the passenger has two or three options, depending how big the change is:

• Accept the change;
• Work with (call) the airline to try to make a more satisfactory change;
• If the schedule change is long enough, cancel and get refund (even nonrefundable)

In fact, all an airline reservation offers is transportation between two specific airports on the reserved dates.

I guess I'm from the old school of thought that if I purchase something I pretty much expect to get what I paid for.

First, re-read _auroraborealis_'s post (#22) explaining hotel reservations.

Second, this action is so common in the hospitality industry that there's a term for it: "walking the guest." It predates Walt Disney World. In fact, most hotels don't inform the guest until the guest checks in.

 

[mamabunny]

It's understandable to be upset and frustrated, but the point posters are trying to make is that venting your anger at whatever reservation specialist happens to pick up the phone isn't the most effective way to get what you want. The person you're speaking to wants to help you. Starting off with anger and demands before they even get a chance to try to resolve the situation...well, there's a reason for that old saying "you catch more flies with honey than with vinegar."

And just to expand on @Lynne M 's point a bit... You will likely never speak to the person who actually switched your reservation. So remember that it's not the fault of the person on the other end of the phone, but they are the person who can possibly help you get what you want.

Having worked customer service for a major tech company in several roles, I can tell you that often I had the ability to pixie dust customers... but when they started off by screaming at me, and telling me how my company and I both sucked, and how stupid I was? I put the pixie dust away, and stayed "by the book" all the way.

Just remember that you are mad at the situation, not the person you are talking to on the phone.

 

[Sally_1983]

Ok, people.... I did NOT say "go off in a rage"? I said I'd be stern. The point is.... you reserved a particular place and they changed it without the courtesy of a phone call to see if it was OK.
So.... If I ordered a pair of blue jeans and they sent me a pair of purple sweat pants with a letter enclosed saying they were out of the jeans so the substituted purple sweat pants.... you'd all be ok with that?
Even the airlines will give you the option to accept or decline a change..... and if you decline, you can call for a better solution.
I guess I'm from the old school of thought that if I purchase something I pretty much expect to get what I paid for. NO, I don't go off in a rage, nor do I take it out on the poor soul that happens to answer the phone. However, I do expect what I paid for, and if they can't deliver, I expect a choice of what I would like to replace it with.

I’m sorry ppl seem to be going off on one about your post, I know exactly what you meant and totally agree.
Thanks for taking the time to reply

 

[Dug720]

And just to expand on @Lynne M 's point a bit... You will likely never speak to the person who actually switched your reservation. So remember that it's not the fault of the person on the other end of the phone, but they are the person who can possibly help you get what you want.

Having worked customer service for a major tech company in several roles, I can tell you that often I had the ability to pixie dust customers... but when they started off by screaming at me, and telling me how my company and I both sucked, and how stupid I was? I put the pixie dust away, and stayed "by the book" all the way.

Just remember that you are mad at the situation, not the person you are talking to on the phone.

So correct!! I used to work in the reservations office at a hotel that was equal parts convention and vacation, and I can tell you that the people who started off yelling, screaming, trying to pull rank (one mother for a beauty pageant kept reminding me "But she's the queeeeeeeeeeeeeen" in a squeaky nasal voice for example; or the man with the Boy Scout convention that was getting the Silver Buffalo Award - just two gems I got to deal with) were the most likely to elicit a signal to our supervisors to click on to monitor the call (that "this call may be monitored or recorded" message does not just mean from the very start of the call). Both so that there was documentation on our side as to what we had done and said in case there were issues later but also because sometimes that was enough to get them blocked into a room that yes, met all their requests but happened to overlook the employee drop-off area or something else equally as charming.

OTOH, those who were polite about things were much more likely to find themselves upgraded into a garden view room, etc.

I'm pretty sure that the people in the first instances would have said they were being "stern", but having experienced them, I can tell you they were being rude, pushy, and entitled. Those in the situation where they were upgraded calmly explained the situation and just asked very nicely if there were any options.

 

[pattyw]

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.

 

[DisneyWishes14]

This is kinda how I feel, to be just moved with what feels like with no consideration is leaving my fairly annoyed. Just a vacation and It wouldn’t bother me too much but it’s our honeymoon. Am I being too stroppy and rude to contact them?

No, you aren’t being rude! I would just call and politely explain it’s your honeymoon, you were looking forward to SSR, aren’t a fan of OKW and ask if they could accommodate you in a different deluxe.

 

[Dug720]

It's important to know that your reservation is not for a specific unit (in most cases) and that the agreement you click when booking basically says they'll make sure you have a room, somewhere, but it may not actually be the resort or view you booked. If SSR is in fact starting its long-needed refurb, and you have a tantrum now to stay there, it won't be a good look to be upset that the building next to you has a dumpster.

So choose your battle wisely.

Exactly. This may well be a case of “careful what you wish for”. Because even if they move you back to SSR, there will be a notation that you were moved and asked to be moved back - and I suspect they will likely say if it is going to be construction or the like and note that you were informed - so any complaining about construction/ refurb if indeed that is what is going on will garner much less sympathy.

 

[married2mm]

Op-have you been able to resolve your situation yet?

My 2c:
You booked one resort & now you have been given a different one; it may well be a very close match-
But, it's not the one you chose.
Nor is it the resort you wish to spend your honeymoon at.

You need to call and speak to someone to alter your switch to elsewhere..
On a different forum there are reports of
Akl-Savannah view
Yacht club
Beach club
Beach club villa moves

Hopefully one of those would be OK for you?

Or you might already be now happily booked in a bungalow at the poly!!!!

 

[gillep]

Have you been able to get resolution?

We have seen this a few times over the years, and for the most part Disney seems to do a good job making sure that you get something you are satisfied if you reach out to them. I for one would be happier with an email than a call because then at least I can look to see what may be open for my dates and then call them at my convenience with that information, rather than receive a call and have to think on my feet right then and there. I don't think there is anything wrong with you calling and inquiring about other options, I would likely do that for any trip where I was moved, unless I was in love with the new resort. As always you should certainly be polite in asking about these options as the CM you are speaking with, nor their managers, have anything to do with you being moved.

If you aren't happy with the lateral move to OKW (they are both deluxe stand alone DVC resorts, so not sure why some think that SSR is a moderate) you should let them know and ask for other options. I don't know what is going on with SSR, I didn't think the refurb was starting this early, but I could be wrong, as it isn't a resort I stay informed regarding, but you may want to consider whether you want to stay at SSR during this time frame, given that you know something is going on that is requiring people be moved from the resort.

Good luck.

 

[kiford]

So.... If I ordered a pair of blue jeans and they sent me a pair of purple sweat pants with a letter enclosed saying they were out of the jeans so the substituted purple sweat pants.... you'd all be ok with that?

If you agreed upfront that they would send you a pair of pants that might not necessarily be the ones you ordered but they will ensure that you get a pair of pants then, yes, that would be OK. That's pretty much what you agree to when you book a room.

Just call the reservation line and ask if there are any other options. Generally, they'll gladly work with you to get you something you're happy with.

Your best bet is also to be specific about why you booked SSR as it's more than likely that you won't be successful in insisting on SSR. They may simply not have the inventory; if they are indeed doing renos, it may be unsightly, noisy, disruptive, services won't be available, etc. If OKW is unacceptable because you wanted something different for a special occasion, are there other places that fit that criteria? Let them know if SSR was also chosen for: the location, the amenities, the type/size/configuration of the room, the theming, the quiet, or other reasons? With that information, they can narrow down what alternatives will work for you.

 

[WALTSAGOD]

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!!!

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.

You’re changing your thoughts now

 

[Runner225]

OP, were you able to resolve the situation? I'm sorry this has happened to you. Hopefully Disney will use its pixie dust and you will stay at SSR or maybe you'll get an even better resort. My advice is the same as others and your own instincts to call with a level head and see what can be done. GL!

 

[kaytieeldr]

(they are both deluxe stand alone DVC resorts, so not sure why some think that SSR is a moderate)

Ooh! Ooh!! I (think I ) know this one!

It's, ahem, because the units at SSR are smaller!!!