Disney cancelled my Fairy Tale Suite honeymoon reservation

[iakona]

My fiancée and I had 14 nights booked at Disneyland Hotel in the Fairy Tale Suite over Christmas and New Year for our honeymoon, but we just got a call from guest services telling us that Disney is cancelling the reservation due to renovations to all of the signature suites beginning in October. Is it normal for them to wait so long to block out rooms for renovation? We’ve had this booked since January, and we’re scrambling now to try to find alternate honeymoon accommodations. Does Disney ever offer compensation when they cancel a reservation due to their error? None was mentioned in the phone call we had.

 

[Howry]

I would call them back and explain the situation. Let them know you were shocked when they called and didnt have time to process it. See what they can offer.

 

[jeneric997]

I'm sorry this happened. I'm shocked they didn't offer you alternate accommodations. I'm not as familiar with Disneyland and I know they don't have the inventory that WDW does, but they should have offered you another room. I agree with the post above call them back and discuss options.

 

[foolish_mortals]

I've only seen them offer compensation, beyond a refund, for last minute cancellations.

The time to ask for compensation was during the phone call when they cancelled. I'm sure you were understandable overwhelmed and didn't think to ask then.

I would do what @Howry said. Call them back and ask for alternative accommodations and/or compensation. Ask nicely, but be clear about why and what would make you feel whole. Since they cancelled with notice and you got your money back they legally don't owe you anything so being polite about it will probably get you the farthest here.

 

[irlandaise]

I know it wouldn't be the same as the Fairy Tale Suite, but you could try asking them to find you another suite at the DLH or the GCH. (I don't know what the "signature suites" are, but they wouldn't be renovating suites in every building at the same time, would they??)

 

[AndrewC]

Isn’t that like $5k a night? I’m kinda shocked they wouldn’t have some type of plan to offer you something else when they’re just dropping a $70k booking…

I guess truly everyone is an equal at Disney… the Mouse kicks everyone to the curb, lol

 

[Pluto468]

Oh, that's terrible! I'm so sorry to hear that. I'm surprised they didn't offer an alternative. I would absolutely call and ask if they can get you into another suite in one of the resort hotels for that time. If the CM says no, ask to speak to a supervisor. I've called before and the CM couldn't help me but gave me a number to call a higher-up. I'd also ask for a comparable rate that you were going to pay for your suite. You probably had a good rate since you booked it so long ago, but prices at the last minute might be more.
They should have called you MUCH sooner.

This is also worth sending an email to customer service about, too.

ETA- There are still rooms available for your time frame. Maybe one of the new villa suites would be nice, or a club level room at DLH or the Grand. Nothing will be as fancy as the Fairytale suite, but you can still make it an extra special trip.

 

[Nonsuch]

My fiancée and I had 14 nights booked at Disneyland Hotel in the Fairy Tale Suite over Christmas and New Year for our honeymoon, but we just got a call from guest services telling us that Disney is cancelling the reservation due to renovations to all of the signature suites beginning in October. Is it normal for them to wait so long to block out rooms for renovation? We’ve had this booked since January, and we’re scrambling now to try to find alternate honeymoon accommodations. Does Disney ever offer compensation when they cancel a reservation due to their error? None was mentioned in the phone call we had.

Disney is marketing many premium experiences as the Crown Collection.
Signature Suites are in this category, and perhaps you could contact that department for assistance.

The Fairy Tail Suite is unique, but a 1-bedroom villa a VDH would be a nice substitute. The full kitchen and 2 bathrooms will be nice for a 2 week stay. As compensation, request to have Signature amenities added (lounge access, VIP seating)

 

[MICKIMINI]

I am so sorry. That is a total disappointment and not like you can "reschedule" or anything. I would definitely get on the phone and talk with the highest supervisor you can and explain the situation. I always make notes before a call like this so I do not forget the points I want to make. Put on your nicest, professional phone voice and go for it. They need to do better...

 

[DizMe]

Since they canceled the FTS, which is unique and not easy to comp since all of the other signature suites will be unavailable as well, you might consider seeing if you could switch to one of the fancy suites at GCH and include concierge. It also might be worth considering shortening your stay to 1 week at DLR in either the GCH suite or the VDH villa suggested by Nonsuch and finding another location for your other week (like an ocean-front suite in Laguna or something like that).

 

[DizMe]

BTW, I'm a little shocked that they didn't even bother to offer you an alternative. And yes, they definitely owe you for this debacle. It's your honeymoon, booked since last January!! You're only 4 months out, and that time is one of the busiest at the resort. This is an unconscionable breach of courtesy not to even attempt to offer any recourse. I suspect they are hoping you will not push it further and are waiting to see what they can get away with/what you'll settle for. This is not a case of a structural necessity or an emergency situation. They should be falling all over themselves to make it up to you, and you should not have to worry about re-planning a honeymoon that was arranged in good faith.

 

[DontSpamMe]

Crazy! Really makes you wonder what Disney truly thinks of their guests. The lack of customer service and customer appreciation is alarming. I've always thought my credit card expiration date and CVV number were the most important to Disney.

 

[maleficent55]

This is an aside, you were going to spend 2 weeks at the DLH????

What else were you planning on doing on your honeymoon?

 

[Minnie1222]

Does Disney ever offer compensation when they cancel a reservation due to their error? None was mentioned in the phone call we had.

What type of compensation are you looking for?

 

[Karin1984]

This is fishy. Disneyland is going to heavily refurbish all their signature suites all at once at the busiest time of the year?

Anyone else here who had this phone call? At least 3 months is a long period to refurbish, that should affect more people.

I wouldn't be surprised if some billionaire or celebrity came by offering Disney double or triple (or more) the money to spend the holidays with their entire families in all the suites. And your honeymoon got in their way.

 

[AndrewC]

This is fishy. Disneyland is going to heavily refurbish all their signature suites all at once at the busiest time of the year?

Anyone else here who had this phone call? At least 3 months is a long period to refurbish, that should affect more people.

I wouldn't be surprised if some billionaire or celebrity came by offering Disney double or triple (or more) the money to spend the holidays with their entire families in all the suites. And your honeymoon got in their way.

They do appear to all be booked out starting mid-October… at least I spot checked a few dates…

 

[Minnie1222]

I'm EXTREMELY shocked that the OP was able to get a two week reservation at one of the most popular suites during the busiest time of the year. I've been booking my own accomodations at Disney for a long time and it's very difficult, at least to me, to get the smaller "signature" suites for more than 3 consecutive nights. Disney is also very good at offering alternative lodging. I'm surprised nothing was mentioned to the OP.

 

[GoldeneyezCA]

I’m so sorry to hear this happened to you! My family stayed at DLH club level in late June, and the concierge team notified us that there is a planned expansion of the E-ticket club starting “sometime this year”. Unfortunately, the Fairytale Suite and some other rooms nearby will be demolished as part of the expansion.

They said they’d been expecting to close FTS bookings in April, then June, but the construction start date was repeatedly pushed back. We expressed dismay because we stayed in the FTS several years ago and hoped to stay in that lovely room again sometime in the future. That said, we also ended up taking our food back to the room a few times because there was no seating in the lounge, so there is clearly a need for more space.

Tough situation, and I really hope they can help you find a suitable solution soon.

 

[DizMe]

I’m so sorry to hear this happened to you! My family stayed at DLH club level in late June, and the concierge team notified us that there is a planned expansion of the E-ticket club starting “sometime this year”. Unfortunately, the Fairytale Suite and some other rooms nearby will be demolished as part of the expansion.

They said they’d been expecting to close FTS bookings in April, then June, but the construction start date was repeatedly pushed back. We expressed dismay because we stayed in the FTS several years ago and hoped to stay in that lovely room again sometime in the future. That said, we also ended up taking our food back to the room a few times because there was no seating in the lounge, so there is clearly a need for more space.

Tough situation, and I really hope they can help you find a suitable solution soon.

Ohhhhh, that makes me so sad to hear! I guess I understand to some extent--they probably do need to expand the lounge. But FTS was unique in that it was within the price range of people for whom any of the other signature suites were off limits due to the cost.

I'm glad I was able to stay there and enjoy what was a thoroughly wonderful experience without having to expend what it would have cost to stay in one of the larger Signature Suites.

Edited to add: that still doesn't let Disney off the hook for the late cancellation of the OP's honeymoon reservation with no offer of proper compensation. They didn't even let the OP know that the suite was being eliminated! This also could not have been a sudden decision, making the late notification to OP an especially disgraceful move.

 

[5forMickey]

We have a 3 room suite and an additional concierge room booked for November and we have not been notified of any cancellation.