Construction and Coronado Springs

[papamouse]

Originally Posted by Blush

I'm starting to see their lack of customer service skills. How awful for that family who lost their dining plan! Did they get it sorted in the end?

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it was a mammoth thread

2 day before travel shop called, hey, your dining is gone, take £1k comp... they were next to useless even at the very top.

I think the family check in in tears and told Disney what happened, a little bit of the famous Disney magic - dining back on.

their advertising is amazing, I want to book with them, and if there is no problems I'm sure they are as good as the rest - but I think a headless chicken would be more help in your situation now.

[papamouse]

Originally Posted by ciaowood

Hi Papamouse, that would be great thank you.

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CustomerRelationEscalation@ThomasCook.com

prior to that you should email relations.customer@thomascook.com by cc them in,

tbf in the whole CBR thing TC have been the best big TO and for me to compliment them takes a lot.

Last year I claimed back £1600 for bumped PE on flights and got £400 voucher.

[Miss_Shell]

Yes I do remember it now, so glad it was resolved but holy cow I would be absolutely devastated...then livid wanting to rip someone's head off!

[lam]

HI
Just came across this thread.
Although I was booked to stay at CBR, here's my story as some of it may be relevant to this forum.

I booked CBR a year ago for a holiday this July through WDTC.

Then I heard about the refurb work on the dibb. I was about to change to CSR but again, was 'tipped' off about the refurb work there and the 'rumour' of a moderate DVC Tower. SO I quickly changed resorts to POR and had to pay to do so.

Then I found out the true extent of the works from Disney, and emailed them- no response.

Then I found out some people had received FREE moves to other resorts at the same time I had to pay for mine! Tried to call-hung on for an hour and was 'cut-off'. So another email sent-no response

Then I heard that a $75 credit/compensation per night was being paid out to CBR guests.

Then I heard the offer had changed to £50 per night off your invoice if you booked through the UK. Another phone call-this time 2 hour wait and cut off.

Then they decided to reduce the compensation to 25 (not sure if that was £ or $).

By this time I am fizzing mad. HOw can they offer different levels of compensation /upgrades etc and charge others? I was offered NOTHING.Hung on twice for more than 1 hour and each time 'cut off' as the lines in Ireland close earlier than advertised and even if you are 'queued', will ignore this and still cut you off.

It was the final straw for me.

Here's what I wrote initially

I then sent a 'stronger' email which received 3 responses and 3 missed calls within 24/48 hrs of sending it.
I am now booked free of charge in a preferred room at POR and have been compensated for the other issues raised.
Perhaps some of my text may be of use to others.

DONT GIVE UP

SIGNIFICANT changes are covered under the ABTA code and although the CSR refurb isn't as disruptive as the CBR, you need to check what facilities are lost and what will affect YOU and tackle it on that basis.

MY EMAIL SENT :22/2/17

Further to my email dated 18th february 2017 (to which I have not yet
received a reply), and following confirmation of the scale of the works
to be carried out at the Caribbean Beach Resort (where I am booked -X
Adults for X nights from XX J XX - XX JXX 2017))in order to preserve
the quality of the holiday I originally booked last year, I have now
transferred to a preferred room at the Port Orleans Riverside at an
additional cost of €XXX.


I feel very strongly that this additional cost should be waived, as this
transfer was made, under duress following receipt of information from
Walt Disney that the following facilities would no longer be available
to me;


Shutters Restaurant
Old Port Royale food court
Shops/merchandise areas at Old Port Royale
Concierge
Recreation (inc\Goombay games arcades)
Banana Cabana Bar


Additionally, buildings within the Barbados and Martinique islands will
be unavailable due to refurbishment work.


In other words, the holiday now on offer by you is SIGNIFICANTLY
different, with less amenities, less recreation facilities and
sub-standard food serving arrangements to the holiday I booked a year
ago.
I have restricted mobility and need to be near the food court, pool,
recreation areas and buses. Hence the reason I booked a preferred room.
Additionally, I spend time in the resorts because my son likes to go to
the parks and I know he is safe there.
The current works, location and noise will NOT SUIT my particular status
and hence the reason I was forced to move.
Having compared what was originally advertised to what is now available,
I consider that Walt Disney are in breach of contract.
Notwithstanding this, there is also a case to be answered under both the
ATOL and ABTA codes AND under the advertising standards.
Loss of amenities, loss of enjoyment etc etc, the list goes on.


Walt Disney have also set a precedent , because back in 2002, the
Caribbean beach resort was closed completely to guests who 'expect a
certain level of service from Disney' as refurbishment of the food court
area was considered too significant to allow guests to stay on site.
We are now 15 years later, with much wider and more significant changes
and yet guests are expected to accept 'grab and go' type food from
trucks and seated areas in tents?


It sounds more like a refugee camp than a Walt Disney resort!


Add the fact that a similar but less significant refurbishment was made
to the food court at Wilderness Lodge a few years ago and guests were
paid compensation and/or moved to a comparable resort free of charge.


Guests were also moved to AOA more recently because it was felt there
would be too much noise at the cheerleaders event ESPN.


To re-cap, as can be seen, I have more than justified the reasons why
you should immediately:


Waive the additional €XXX charge for my move to a preferred room at Port
Orleans Riverside, which offered comparable facilities to the holiday I
originally booked.

Reimburse the €XX amendment fee I had to pay despite booking an upgraded
and more expensive accommodation.(see my prior email)

Offer a token gift card as a gesture of goodwill for the anxiety,
frustration and time I have spent trying to preserve the original
holiday I booked with you.


** See my comments today 24/2/17, as others are being upgraded to POR
preferred rooms free of charge, I wish you now to additionally waive the
cost of the CBR preferred room i booked., whilst I will remain in a POR
Preferred room as a free upgrade, like other guests.



As a Passholder on a UK forum , the former claims manager of a large
multi -national company, a DVC owner and regular visitor to Walt Disney,
I am extremely disappointed in the manner with which this situation has
been handled.
Where is that 'Disney Difference'?


I hope your response to this email will be redeeming AND restore my
faith in your company once again.




Regards

[lam]

OH forgot to say
This email was sent to guest services at WDTC,UK AND also to customer care in Orlando.

PM me if you want the email addresses.

In my last email, I also included the details of high ranking officials in Disney(thanks to Papamouse) and thats the one that 'swung it' for me.
I fully intended to pursue this (through the courts if necessary) as they were just WRONG!
Thanks

[Miss_Shell]

Originally Posted by lam

HI
Just came across this thread.
Although I was booked to stay at CBR, here's my story as some of it may be relevant to this forum.

I booked CBR a year ago for a holiday this July through WDTC.

Then I heard about the refurb work on the dibb. I was about to change to CSR but again, was 'tipped' off about the refurb work there and the 'rumour' of a moderate DVC Tower. SO I quickly changed resorts to POR and had to pay to do so.

Then I found out the true extent of the works from Disney, and emailed them- no response.

Then I found out some people had received FREE moves to other resorts at the same time I had to pay for mine! Tried to call-hung on for an hour and was 'cut-off'. So another email sent-no response

Then I heard that a $75 credit/compensation per night was being paid out to CBR guests.

Then I heard the offer had changed to £50 per night off your invoice if you booked through the UK. Another phone call-this time 2 hour wait and cut off.

Then they decided to reduce the compensation to 25 (not sure if that was £ or $).

By this time I am fizzing mad. HOw can they offer different levels of compensation /upgrades etc and charge others? I was offered NOTHING.Hung on twice for more than 1 hour and each time 'cut off' as the lines in Ireland close earlier than advertised and even if you are 'queued', will ignore this and still cut you off.

It was the final straw for me.

Here's what I wrote initially

I then sent a 'stronger' email which received 3 responses and 3 missed calls within 24/48 hrs of sending it.
I am now booked free of charge in a preferred room at POR and have been compensated for the other issues raised.
Perhaps some of my text may be of use to others.

DONT GIVE UP

SIGNIFICANT changes are covered under the ABTA code and although the CSR refurb isn't as disruptive as the CBR, you need to check what facilities are lost and what will affect YOU and tackle it on that basis.

MY EMAIL SENT :22/2/17

Further to my email dated 18th february 2017 (to which I have not yet
received a reply), and following confirmation of the scale of the works
to be carried out at the Caribbean Beach Resort (where I am booked -X
Adults for X nights from XX J XX - XX JXX 2017))in order to preserve
the quality of the holiday I originally booked last year, I have now
transferred to a preferred room at the Port Orleans Riverside at an
additional cost of €XXX.


I feel very strongly that this additional cost should be waived, as this
transfer was made, under duress following receipt of information from
Walt Disney that the following facilities would no longer be available
to me;


Shutters Restaurant
Old Port Royale food court
Shops/merchandise areas at Old Port Royale
Concierge
Recreation (inc\Goombay games arcades)
Banana Cabana Bar


Additionally, buildings within the Barbados and Martinique islands will
be unavailable due to refurbishment work.


In other words, the holiday now on offer by you is SIGNIFICANTLY
different, with less amenities, less recreation facilities and
sub-standard food serving arrangements to the holiday I booked a year
ago.
I have restricted mobility and need to be near the food court, pool,
recreation areas and buses. Hence the reason I booked a preferred room.
Additionally, I spend time in the resorts because my son likes to go to
the parks and I know he is safe there.
The current works, location and noise will NOT SUIT my particular status
and hence the reason I was forced to move.
Having compared what was originally advertised to what is now available,
I consider that Walt Disney are in breach of contract.
Notwithstanding this, there is also a case to be answered under both the
ATOL and ABTA codes AND under the advertising standards.
Loss of amenities, loss of enjoyment etc etc, the list goes on.


Walt Disney have also set a precedent , because back in 2002, the
Caribbean beach resort was closed completely to guests who 'expect a
certain level of service from Disney' as refurbishment of the food court
area was considered too significant to allow guests to stay on site.
We are now 15 years later, with much wider and more significant changes
and yet guests are expected to accept 'grab and go' type food from
trucks and seated areas in tents?


It sounds more like a refugee camp than a Walt Disney resort!


Add the fact that a similar but less significant refurbishment was made
to the food court at Wilderness Lodge a few years ago and guests were
paid compensation and/or moved to a comparable resort free of charge.


Guests were also moved to AOA more recently because it was felt there
would be too much noise at the cheerleaders event ESPN.


To re-cap, as can be seen, I have more than justified the reasons why
you should immediately:


Waive the additional €XXX charge for my move to a preferred room at Port
Orleans Riverside, which offered comparable facilities to the holiday I
originally booked.

Reimburse the €XX amendment fee I had to pay despite booking an upgraded
and more expensive accommodation.(see my prior email)

Offer a token gift card as a gesture of goodwill for the anxiety,
frustration and time I have spent trying to preserve the original
holiday I booked with you.


** See my comments today 24/2/17, as others are being upgraded to POR
preferred rooms free of charge, I wish you now to additionally waive the
cost of the CBR preferred room i booked., whilst I will remain in a POR
Preferred room as a free upgrade, like other guests.



As a Passholder on a UK forum , the former claims manager of a large
multi -national company, a DVC owner and regular visitor to Walt Disney,
I am extremely disappointed in the manner with which this situation has
been handled.
Where is that 'Disney Difference'?


I hope your response to this email will be redeeming AND restore my
faith in your company once again.




Regards

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Great email, thanks for sharing

[Miss_Shell]

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