Bad Disney - Lost Magic

[neuber]

We have our vacation scheduled in a few days. The other half of our party checked in March 29th, they had called to add a few days. The Disney operator modified the reservation to allow for the earlier check-in. When they checked-in they were informed they had been downgraded to a standard site without their knowledge or approval. Also the operator removed all connecting notes to their reservation & modified them from a 32-ft motor home to a 20-ft trailer. They tried to correct the errors at the front desk & gate. But, all campsites are booked for our entire trip. We can not even downgrade our preferred loop to standard.

The front desk suggested connecting the sites back to back from the 700 to 800 loops. The main reason we stay at Fort Wilderness is to utilize the Pioneer Hall area. We eat at Trails End & Crockett's Tavern almost every day. We do not use the swimming pools and rarely the campfire/movie area.

My father-in-law is a disabled veteran who uses an ECV for mobility. It is very embarrassing and hard for him to use buses for transportation. He is able to use the large boats to transfer to Magic Kingdom. From there we can ride the monorail to Ticket & Transportation to get to Epcot. We usually drive to MGM and Animal Kingdom. Now we will be forced to drive to all the parks.

Disney has given the "oh, well" attitude to this operator error. Where is the accountability?

I have been on the phone for about 3 hours today. They have spent the entire morning/afternoon at the front desk trying to sort out Disney's error. It is extremely upsetting that this operator has tarnished the "magic" of Disney. I hope we can sort this out before our trip or our 6 year old will be devastated. She is planning on camping next to her grandparents.

Any suggestion or comments?

[neuber]

I had a very nice operator that checked on moving sites all the way thru half of our visit. No preferred sites are available. I checked on the Disney website as suggested by a previous operator, first day preferred is available is the last day of our trip. We also asked about downgrading our site. She said the only way to do it would be to cancel our current reservation, allow someone from standard to upgrade, then hopefully call back and get the available standard. But, she did not recommend that option, as we may not get any site.

The point I am trying to make is why was the reservation downgraded without approval. None of our problems would be happening if the operator had done her job and correctly modified the additional days.

Why will Disney not take any accountability for thier error?
The comments from every operator so far has basically been, "sorry, I wish we could help you....their is nothing we can do."

As for the ECV and the other stuff, we were venting.
It's been an extremely stressful day.

[Ducklover]

That doesn't sound at all like Disney!!!! This summer we went to ASMU and book a preferred room, when we got there we were downgraded as well-same type of attitude about that-Oh Well! We did get refunded the difference. We did not have a disabled person, so it wasn't a big deal-but that is such a shame for you guys. I would try to call and if not-write a letter when you get home. That is the only was to alert someone in corporate of this problem-maybe it won't happen to someone else. Try to have fun anyway!!!!!!

[Sunshine1010]

Two words: Bad Service

[DizneyRox]

Unfortunately, this has been typical Disney as of late. There is no accountability.

The problem right now is that there really probably is nothing they can do. If all the sites are booked, they would have to inconvenience someone else to accomodate you and they will be in the same boat with someone else. While I see where this may sound acceptable, from a CS perspective it's not.

What they COULD do is upgrade everyone to a different resort (at no cost), however I don't think that's typical and I wouldn't even consider asking for it. Once you ask for something, there's a chance that since it's your idea, it's coming out of your pocket.

Hope it works out, but I really don't expect Disney to cave on this one. Their customer service just isn't what it used to be.

[TammiMcMan]

I don't understand why they can't give a complimentary upgrade to another family staying in the loop the rest of your party was assigned to. Just switch them from their standard site to your preferred site. I don't think this would inconvenience the other family, as they'd be closer to the facilities right? It's been a while since we've camped in Fort Wilderness, so I don't remember the exact layout. That way, both your parties would be together and someone else would get a bit of Disney magic with an unexpected upgrade. Otherwise, you can stick with your preferred location and have the other party come over and visit. I know it's not as nice as being right next to each other, but it sounds like this is a choice you'll have to make. Convenience for your FIL and transportation, or the convenience of being next door to family/friends.

Disney has had some major computer problems lately and this may be technical and not human error. Just recently, the computer was automatically changing check-in dates.

The downgrade for the party just checking in doesn't sound very fair. What was the explanation given for that? I can understand if something happened with the reservation requests, but you've all booked and paid extra for a preferred location right? I hope it all works out for you.

[MNNHFLTX]

I'm sorry for the frustrating time you are having, trying to work this out.

I'm not familiar with the Fort Wilderness layout or the way they do things there, but Tammi's comment about upgrading the other family to a preferred site so that your whole party can be together at the standard sites makes sense.

The folks at the Disney Camping forum might have additional insight or experiences that might be helpful, so I'm going to move this thread there.

[casey@bat]

I am so sorry.

I don't have any advice for this trip. Maybe next time if you booked with Magical Journeys they could handle any changes and maybe have some more "pull", or at least make sure you are not downgraded!

Good luck!

[JPL]

Here is my advice be persistant call them and write to them and let know how you feel about your problem. Talk to supervisors and e-mail guest relations. Don't let it slide until your are satisfied with the outcome be it fixing the problem or some type of compensation for you inconveinience. What has happened in recent years and not just with Disney, Americans have started to expect less in the terms of customer service. This is the main reason it has dropped off over the years. If more people complained about these problems companies would be forced to take notice and fix them. If we keep letting things slide the companies wiil just see how poor service can be before the lose business and it hurts their bottom line.

[Christine]

I am so sorry that this happened to you guys! How disappointing!

[mickey98]

Neuber,

Call Richard Meyer @ 407-824-2702.. He is the General Manager of Fort Wilderness.. explain your story as you have here and you WILL get results..

[neuber]

After Several Phone Calls, E-mail & Fax Transmissions, The Problem Has Been Solved!
They Have Been Assigned A Perferred Site Near The Campfire Program.
We Have Been Pre-assigned To An Adjoining Site.

Disney Travel Called Our Home To Verify The Resolution.

The Magic Of Disney!

[faline]

I'm glad it all worked out for you!

[January-2007]

I'm so happy that your problem was resolved! Have a fantastic trip!!!

[Christine]

Now that sounds more like it! Good deal!

[Willowwind]

Yay Neuber!

I'm so glad to hear that your vacation has been saved. Enjoy your trip.

[Sunshine1010]

Two words: better service.

Congrats!

[KayDee]

We have also learned the hard way that once you change your reservation you must ensure on your own that all specifications have remained. This could include AP discount, King bed rooms, non-smoking locations and even ensuring you have a room for all nights of your stay. Its not my problem is the attitude we got many times but you just keep phoning back and generally you will get someone who understands and can help you out.

[Camping Mom]

When we camped last summer, we had to move in the middle of our stay, but we still got preferred. We were told at checkin to FT.W, that we could tell them loop number and everything the next time we make a reservation...not just we want preferred.

We made reservations for this Christmas back in early January. They made our reservation and we told them 100 loop and they would "try". The reservationist made our reservation AND added tickets to the deal making it a "package". We didn't know until we got the bill. We called to say we didn't want the tickets attached because we would be coming in two different times...a day or two apart for our group. It would mean my son and I pay for a day we aren't there to use. They said if they took the tickets off it would make it a "booking" and they would have to completely redo the entire reservation. Now this was late January by this time. Then they informed us that if we did change what we had to rebook everything, there was ONE day in the middle of our trip that was completely booked and we would spend one day in the parking lot with our trailer!!!! WE aren't the ones who screwed up the reservation....THEY did. I can tell you I was so frustrated...now we are afraid to do anything because we probably CAN'T get another 8 night stay in preferred because it WILL all be booked.

All this to say...MAKE SURE YOU ARE POSITIVE THE RESERVATIONISTS UNDERSTAND EXACTLY WHAT YOU ARE TRYING TO BOOK AND DON'T LET THEM ADD ANYTHING YOU DON'T WANT.

Ok, I feel better...thanks.

[TammiMcMan]

They said if they took the tickets off it would make it a "booking" and they would have to completely redo the entire reservation. Now this was late January by this time. Then they informed us that if we did change what we had to rebook everything, there was ONE day in the middle of our trip that was completely booked and we would spend one day in the parking lot with our trailer!!!!

How in the world, can a multi-million dollar corporation like Disney, not have a central booking system that can simply modify an existing reservation? They're total lack of updated technology (in many area's) is just mind boggling.