Help! Disney Resort Changed Without Telling Us!

[DISNEYLIZ]

So pleased you have finally got your holiday sorted out.

[Monolith]

I’ve been watching from the sidelines since your first post, glad you got a change that suits you.

I will say as somebody who worked in complaints for years you did a lot of great things by remaining both persistent but also respectful of the people in the situation.


I will say If it were me, I would be both starting a thread like this then also politely and respectfully pointing to the fact that a big Disney uk holidaymakers forum had a well viewed thread just about their mistakes so that they realise it’s public knowledge and to one of their most loyal customer bases

[samsparro]

So, another update.

Virgin have confirmed that we have now been moved to the GF. Even the MDE has been changed.

It’s not the Contemporary (which the wife has always wanted to stay at), however it keeps us near to the Magic Kingdom.

It really shouldn’t have taken me emailing the M.D. to get this response, but at least it’s been sorted.

They have acknowledged that they messed up, and that they should have contacted us in June when they knew there was an issue with our booking. Clearly something in their system has gone wrong, I suspect someone has thought ‘stick them in the AKL and they will love it and not say a word’. However I imagine that person hasn’t ever stayed at Disney or knows of the layout of the Magic Kingdom.

We even received two hampers yesterday from Virgin Holidays apologising for any upset caused, which was unexpected and a nice surprise.

In a way they have redeemed themselves a little with how it’s finally been dealt with.

I just want to place on record my thanks to all those on this forum who have given their advice and support, it gave me some excellent places to start from.

I am now an avid viewer of this forum 👍🏻👍🏻👍🏻

[Bats]

Originally Posted by samsparro

So, another update.

Virgin have confirmed that we have now been moved to the GF. Even the MDE has been changed.

It’s not the Contemporary (which the wife has always wanted to stay at), however it keeps us near to the Magic Kingdom.

It really shouldn’t have taken me emailing the M.D. to get this response, but at least it’s been sorted.

They have acknowledged that they messed up, and that they should have contacted us in June when they knew there was an issue with our booking. Clearly something in their system has gone wrong, I suspect someone has thought ‘stick them in the AKL and they will love it and not say a word’. However I imagine that person hasn’t ever stayed at Disney or knows of the layout of the Magic Kingdom.

We even received two hampers yesterday from Virgin Holidays apologising for any upset caused, which was unexpected and a nice surprise.

In a way they have redeemed themselves a little with how it’s finally been dealt with.

I just want to place on record my thanks to all those on this forum who have given their advice and support, it gave me some excellent places to start from.

I am now an avid viewer of this forum 👍🏻👍🏻👍🏻

See more...

Lovely gesture to send the hampers. In complaints, it's not about the mistake you make, it's about how you rectify it. Seems VH have come good in the end.

I had to email the CEO recently for a friend who had her wedding booked in Disney through VH. Instead of asking me for help, she unfortunately believed everything the VH rep told her in the shop and it turned out to be very wrong. The shop then refused to help so I emailed the CEO a nice request asking for help.

She ended up with a compromise on the wedding, but not a horrific one and was given 8 MNSSHP tickets for the party as a goodwill gesture. I emailed the CEO back to say thank you and to mention one of his staff as they were really good.

So, the bride and her family are out there now enjoying the plan I made them, I fly out with the brides sister on Friday and we have MNSSHP on the 28th.

[duchy]

The most worrying thing is how many attempts it took for Virgin to do the right thing.
Customers seem to get things fixed IF they keep pushing but I can't help but wonder how many people give up at the first no.

[sprocket]

Your wife should be happier. A standard room in GF is far nicer than a standard in Contemporary. I'm not sure what type of room you had booked, but unless you are in the main building of Contemporary, it personally doesn't appeal to me.
We loved GF, especially with our amazing upgrade we were given. It really is a lovely hotel and far more relaxed than it comes across.

Originally Posted by samsparro

It’s not the Contemporary (which the wife has always wanted to stay at), however it keeps us near to the Magic Kingdom.

See more...

[CarolynU]

I think that the way it was initially handled was shocking, and VH should be ashamed of themselves for that.
The way that this has been appreciated and rectified by those at the top is much better.
I know that this is perhaps a rarity but I didn't sleep very well in the Contemporary. The monorail woke me up super early every morning and it did my daughter too. I liked the short walk from the hotel to the MK but I wouldn't stay there again.

[debbles]

Good result

[Mr Tom Morrow]

OP. A nice gesture by VH with regard to the hampers.
I hope you all enjoy your trip and the GF which is a lovely hotel.

I like the comment Bats made which is very true

'' In complaints, it's not about the mistake you make, it's about how you rectify it''

VH have now somewhat redeemed themselves.