Disney Booking was terrible this year

[maxime29]

We got back from our 9 day family trip to WDW over the Christmas break. Before I start into this short rant, I do want to say that we had a great time and enjoyed our stay.

Now with that said, I really do think that Disney needs to seriously redo however they book the information in its computers.

We called to book our trip back in June. We originally booked two rooms at the GF in building six (concierge; not the main lobby). Also booked MYW for 9 days and dining. The cast member repeated back everything we requested since we've always had something mess up with booking our trips.

We get the first statement (forget the date it arrived in the mail) and it was wrong. Our printouts showed we were staying in a different building @ GF and our MYW was for 8 days. Called Disney up to get this cleared up. They denied that we ever requested this, but the cast member claims it was "corrected" as we were talking. Told we would get a new statement, but we never did. DME also didn't have our entire party signed up. We ended up getting two of the DME yellow luggage ID tags/bus ride tickets. Had to call again and tell them to send us the ones for the remainder of our party. Again, they claimed we weren't in the system.

So the trip begins. Arrive at GF and sure enough they still had us booked in the wrong building and the wrong MYW days. Fortunately, the lead CM at the reception desk was able to get us in the building we requested originally. We also got the MYW straightened out.

The CMs would not say why this would have happened. I could bank on the fact that the whole computer booking system messed something up. I would say that this post is more of a precaution to anyone booking a trip through Disney. Triple check your information and give them a call to make sure that you are getting what you asked for. We've had at least one thing like this happen each year, whether it's DME or getting only one room instead of two as requested (and paid for) originally.

 

[maxime29]

I would recommend asking for your specific room category next time. I'm not placing any blame on you or on the cast member. It seems like it was just a miscommunication. Even though the cast member noticed it, it might not have clicked that a specific room category had to be booked, not a garden view.

I would bet that the agent you spoke with didn't realize building 6 was Sugarloaf Key filled with concierge rooms. There are so many agents that book reservations that might/are not familiar with the room buildings and what type of room categories are located in which buildings.

When recapping your reservation did the CM advise you were booked in a garden view or Sugarloaf Key - club level room?

Requesting a room category based on building number won't necessarily mean you are getting what you want booked. Just because you want a Tahiti room at the Poly doesn't mean you are getting a theme park view room or request building 31 at Caribbean Beach doesn't mean you are booking a preferred room.

We referred to it as building six because that is what the staff at the resort refer to it as. We did mention Sugar Loaf to her as the other name. We did make sure to say that it had concierge service to make sure the CM had the right one. When we requested her to repeat the information back to us, she did say we had Sugar Loaf down for our lodging.

I honestly don't think it was the CM at fault since she read everything back to us perfectly. I still think something screwy happened with the booking information between then and when they sent us our original statement in September confirming our trip.