Bad Disney - Lost Magic

**neuber** · 03-30-2007, 01:17 AM

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** · 03-30-2007, 01:18 AM

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** · 03-30-2007, 06:50 AM

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** · 03-30-2007, 07:32 AM

Two words: Bad Service

**DizneyRox** · 03-30-2007, 07:52 AM

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** · 03-30-2007, 09:03 AM

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.

**neuber** · 03-31-2007, 02:50 PM

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** · 03-31-2007, 04:01 PM

I'm glad it all worked out for you!

**January-2007** · 03-31-2007, 05:05 PM

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

**Christine** · 03-31-2007, 05:19 PM

Now that sounds more like it! Good deal!

**Willowwind** · 03-31-2007, 06:00 PM

Yay Neuber!

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

**neuber** · 04-25-2007, 01:00 AM

Everything worked out. We had a wonderful time. Fort Wilderness assigned us adjoining sites for our entire stay in the 1400 loop near the campfire program. We were even able to add additional days to extended our vacation. Disney handled the cast member error to our satisfaction.