On our last stay at Walt Disney World, I went to check in to our room at Disney’s All Star Music Resort. I had paperwork in hand as I approached the online check-in counter. We were booked for a preferred room using my annual pass discount. When originally booking the stay, my husband was not coming along. However, now that he was with my son and me, I requested that we move to a moderate room, if available. He enjoys the moderate accommodations better so I was hopeful that we could upgrade.
It was ESPN weekend during our stay, so it was a bit busier than usual. After some review of the their system, the cast member explained that there were no moderate rooms available. I was also told that they did not have any of their family suites available either. Feeling defeated, I decided I would just move forward with our preferred room as this process had already taken at least 30 minutes.
Again, the cast member reviewed the room data and told me that she did not have a preferred room. She explained that I had not been booked for a preferred room, but rather a standard room. I showed her my reservation stating that the room was to be “preferred.” She informed me I had not paid for a preferred room. At this point, I just wanted a key to a room… any room. I left the counter with the standard room key and off we went.
Upon returning home, I wrote to Disney per their online “contact us” portion of their site. I gave my reservation number and the details of the situation. About 3 weeks later I heard back from a Disney cast member who said I had in fact paid for a preferred room. She gave me back the difference in cost between the standard and preferred room costs and apologized for the situation.
In the end, I was glad I wrote and got my money back. I would have rather had the preferred room or a moderate resort room instead, though. The moral of the story, get what you paid for or request it. If you get nowhere while on your vacation, seek help after returning home.