"Walking" to another resort...overbooked
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goofy4goofy · 06-20-2005, 10:39 PM

I have a question for someone who knows the law. When a hotel overbooks and have no room for someone who made a reservation and they ask that guest to "walk" to another resort...does that guest HAVE to go? Can they refuse and insist on a room at the resort they made a reservation for?

I'm asking because at the resort I work for at Disney, we walk guests a lot to other resorts. I'm under the understanding that a guest can refuse to "walk" and we can't make them. BUT some people at work insist that they HAVE to and don't have a choice.

Who is right?

Kelly

iamgrumpy · 06-20-2005, 11:28 PM

Tough one Kelly I wish i had an answer I tend to think that both have some truth to them, that the patron can refuse but that if there are no rooms at that hotel then they would have no where to sleep almost forcing them to walk even if they don't want to, but I am not totally sure if either side is right?

Anyone else have any idea?

Mariposa · 06-21-2005, 01:42 AM

Hmmm.. I'm pretty sure that they can't be forced, although it does (obviously) become a logistical problem.. I mean, you can't make people share rooms, either.

I'm guessing that they'd be entitled to some compensation if they were forced out, which I'm sure ya'll give them without it becoming a legal issue.. (an upgrade, etc.) They're definitely at least due the benefit of the bargain (meaning you can't send them somewhere lesser, which I sincerely doubt Disney would try to do, right?)..

That's all I can remember from my contracts class right now, maybe I'll look it up for fun.

AmyJune · 06-21-2005, 08:51 AM

I worked for a non-chain hotel in VA that is a suites hotel. Our policy was if we walk you we pay for your stay. Usually if we need to walk someone we would offer it to people. You always have someone who was willing to go to a different hotel for free. (the company that owned us also owned a hotel across the street so that's where we'd walk them).
Does Disney pick up the tab when they walk someone? Do they upgrade you? Since you work a CB do they walk you to another Moderate or do you get to go to a deluxe?

RobDVC · 06-21-2005, 09:32 AM

I think the hotel is responsible for honoring it's reservations, so a guest who is made to "walk" should be compensated for their aggravation.

Nicole0128 · 06-21-2005, 11:05 AM

According to DH (he just finished law school recently) "a reservation is not a contract it is an agreement to enter into a contract" ( sounds to me like studying for the bar has fried his brain OR they have completely brainwashed him) Anyway, he says that they have the right to ask the people to walk to another disney resort OR the people have the right to go to someplace else all together ( so they would get their deposit back) He said it is just like when people get bumped from an overbooked flight.

Out of my own personal curiosity, who is getting bumped? People who have packages, people with deeply discounted rooms (like AP) or just whoever shows up last?

TiggerTails · 06-21-2005, 11:25 AM

OK......I have this picture in my mind.
Of CM's 'walking' guests off CBR property.........dragging their cases behind them!!
What do you mean walk? Tell me I am wrong!

EarthyFamily · 06-21-2005, 02:13 PM

TiggerTails, when you "walk" a guest that means you refer them to another hotel because the hotel was overbooked. Ohhhh...my studying to become a travel agent is paying off.

Fistfamily · 06-21-2005, 07:21 PM

Kelly...please let us know if you offer guests their choice at another moderate or even a deluxe. You dont send them down to a value resort do you? You have me wondering about my upcoming July trip to CBR.

eeyore8484 · 06-21-2005, 07:21 PM

I just don't see how they can overbook. I would be really upset if I made a ressie and when I got there, I was told that I would have to "walk" because the resort was overbooked.

Lady · 06-21-2005, 07:46 PM

Does this happen often at Disney?
My heart is set on Port orleans.. french..
I better not get walking papers.. Unless they are moving me to a bigger place...

Becky2005 · 06-21-2005, 07:46 PM

I would assume it would be like being bumped in an airline situation, in that although I'm sure they can just say "too bad, so sad"??? (the contract to enter into a contract - plus I've watch way too many airline shows where they just literally say "I can refund your money") BUT usually they offer incentives for someone to be bumped and usually someone takes them up on it.

I would imagine it might be the same thing for the hotel, if they have to bump you they make it attractive to do so.

In my case, I will have a heart attack and a fit if they decide to "walk" me to a different hotel!

It took us *forever* to figure out where we wanted to be in the first place and we have 6 people (count as 5), so that puts us over the limit at a lot of them (although if they make it attractive enough, I could be persuaded!

)

hktmom · 06-22-2005, 02:51 PM

I'm guessing too, that though they may say they are overbooked, as in no rooms, it's quite possible that they have to keep a percentage of rooms open(even if it's a small amount). I'm not sure why that would be but I remember hearing that somewhere...not Disney specific though.

Heather

Pooh1219 · 06-22-2005, 04:53 PM

Kelly, do you have any answers to the questions raised by your question? I think we'd all find them pretty interesting.

FanOfMickey · 06-22-2005, 08:50 PM

It wouldn't bother me if it was an upgrade, but if it was another hotel on the same level or a downgrade, then it may bother me a bit. Don't know the answer though.