There *is* a new system..

[duck_adoo]

OK so my extra nights plans are once again in a state of chaos... Went to book an extra night at WL @ w/std room. no availability. DU checks last night and they have a woods view, I say OK. When DU went to book it this morning it was gone. So, Rather than have DU check availability (and costs) at other deluxes I call myself. The first thing the CM asks is for last name and zip code. I say I just want to check rates & availabity. I repeat I'm just checking rates & availablity. The CM says something like 'we have a new system and we need this info. before we can give any info.' I just said "OK then, I won't deal directly w/Disney.' I just don't understand why it's necessary for them to request this info before giving any info. Any thoughts?:mad:
Duck

[Luv2Roam]

Marketing and control is my guess.

[Tiffany]

This has been going on for awhile now. I believe it is for marketing purposes.

[gepetto]

I like that they have my customer history in their system. It saves time when I make reservations that they already have all my info already.:D

Maybe some marketing info in there will get me a postcard someday.:cool:

[Bob NC]

I don't understand what your problem would be in giving them information that they already have. I could see, MAYBE, people that had never dealt with Disney not wanting to give out that info.......(I hate when I go to a store to pay for something with cash and they ask my phone number, I simply tell them they cant have it).....

Is it like, say, a pet peeve or something?

I may be totally clueless, but I'm really curious now as to why this would be a bad thing.....

[RNMOM]

I think this is to prevent people from holding several reservations at once. This keeps the available rooms free and forces us to make our choices earlier.

I have been guilty over the years of having simultaneous reservations but I always try to make my decision asap and free the other room up.

[duck_adoo]

OK maybe I'm just being a little sensitive, and you're right about caring about the info they already have. But it seems that if Disney already knows you have a ressie at a certain rate, they may not be willing to try and find you a better price. There is often conflicting information that is given out by CRO and WTC. I think it's better to be able to double check and start from scratch. If they have all your info in front of them, they just may rely on that and not go the extra to see if that's all they can do. But then again, as has been stated before, it probably all depends on the CM. OH well...it's just me. Thanks for the input though. I'm sure there's some benefit to it somewhere.
Duck

[Bob NC]

Actually, duck_adoo, that's a good point, and I hadn't thought of that. lol....I guess I trust Disney too much....

If I get into your situation in the future....I may just use a different name to check rates....

[disneyjunkie]

Originally posted by duck_adoo
OK maybe I'm just being a little sensitive, and you're right about caring about the info they already have. But it seems that if Disney already knows you have a ressie at a certain rate, they may not be willing to try and find you a better price. There is often conflicting information that is given out by CRO and WTC. I think it's better to be able to double check and start from scratch. If they have all your info in front of them, they just may rely on that and not go the extra to see if that's all they can do. But then again, as has been stated before, it probably all depends on the CM. OH well...it's just me. Thanks for the input though. I'm sure there's some benefit to it somewhere.
Duck

This happened to me this morning; it also happened to another DISer.

The CM I spoke to asked for my info ( which usually refuse to give) . I gave it to her to speed up the process. She pulled up the current reservation I had and said I COULD NOT get the AP rate because I had a room booked using a code.:rolleyes:

When I plan a trip I book at the resort that I am willing to pay full rate for. As discounts come out I try to get a better rate if I can. Since I go during summer or holidays I book ASAP to secure a room. If I wait until the special rates come out I may not be able to get a room.

I would not mind giving them my last name and zip code when I call if they were only using the info. for marketing. But to use it to keep me from getting a better rate bothers me.

[Luv2Roam]

I haven't made two ressies for the same time frame, and don't plan to. But, I am just curious.

First, if the personal info is in their system, why do the CM's go through the trouble of making you say it each time? I can understand them wanting you to verify you are who you are by providing your address, or even get a personal tidbit, like a mother's maiden name, birthplace, etc.
To me, if it was customer service based, as we know it's not, it would be made easier for guests.

Second, haven't I read that an AP guest can reserve up to X amount of rooms? (Was it five?)
So what would be wrong say if Jane books a room for her family. And later she books a room under her name for another family member.
Eventually they willl have to pay a deposit or let it go.
I can understand Disney doesn't want a guest to have multiple ressies, who in the end will only use one. But in 10 days, the unpaid ressies would open up anyway, right?

[Mom of 5]

This morning when DH called to check on the AP rates (we already had code rates for 1 night at ASMu and 3 nights at YC). When the CM finally found our ASMu reservation, she questioned why we even wanted her to check the AP rate, since we were only paying $55+tax. I don't believe they should decide whether or not we should try for a cheaper rate. $5 is $5 to me....

[duck_adoo]

That's why I really didn't want to give my info.We do have a ressie, and I wasn't looking to book 2 at the same time. I agree w/Mom of 5. I don't think as paying customers we should be subject to commentary. I just feel it's their job to pass along the costs & availability. When we first booked last year, I went through the travel desk at @ Disney store. If I found a lower rate and mentioned it to her, she acted like I was bothering her. I guess I've been scarred.lol! That's definetly NOT the case this year. Dagny at DU has been great!
Duck

[cindala]

Okay, I don't like the idea of them having all that information on me either! If they got my name and zip, and pulled up all my records, and saw how many times we've been to Disney, do you think they are likely to offer me ANY discount? I don't think so!

They'll think they can charge top dollar, and probably get me to come back anyway. (Not at rack they won't!)

Maybe it's just me, I'm suspicious by nature!:):D:)




:bounce: :bounce: :bounce: :bounce: :bounce: :bounce: :bounce:

[Disneydenise]

I don't understand what is so hard to understand about this problem. When I want to check a price that is all I want. I think I have a right to shop around for the best price I can get especially when I go to the same place so often. They don't need a history unless they ar e going to creat a frequent travelers program which is doubtful. I would like to check to see what the AP rate is but I am a DC member the only real benefit I get from my $30 investment is I paid for the use of the toll free # but now I can't use it because they give you a hard time without pulling up your history. I don't like the new system and I don't hold 2 reservations for the same time. I just like to have the best price and I should have access to the information. I am glad that I have older children this would have been reallly bad when they were younger and we were poorer.

[Tiffany]

Originally posted by Disneydenise
I would like to check to see what the AP rate is but I am a DC member the only real benefit I get from my $30 investment is I paid for the use of the toll free # but now I can't use it because they give you a hard time without pulling up your history.

They ask for your information on the 1-407 number also. In fact I have never called using the DC 1-800 number and have been asked my info on more then one occassion. This started during the first part of 2001 because I was asked this back when I was looking for AP rates for our Sept 2001 trip.

We are staying at the Dolphin in two weeks and I booked this trip trough the Starwood website. I got 50% off of rack rate with a AAA discount and did not have to deal with one CM:D

[christianweecare]

I think alot of this depends on the CM that you get. I called this morning to check out AP rates on a ressie that I had with this week's code. I was upfront from the beginning and told the CM that I wanted to see if I could do any better with my rate. He was very nice and checked for me. I got the AP rate with only a $33 savings from my code rate, but that's $ that can be used for something else. WDW will get it one way or the other! Anyway, the moral of my story is sometimes we have to play the game and keep calling until we get the answer that we want. Fortunately, I got a very helpful CM.

[StrwLady]

Disneyjunkie,

If I were you I'd call back. I had the Boardwalk reserved at the CKO rate and then called to get it changed to the AP rate. The frist time I called the CM told me that the 2 rates were the same. Which I didn't believe since I had been reading here. So I called back and sure enough that CM quoted me a rate $10 cheeper and changed my reservation.

[Boardwalk Tigger]

I have had the same trouble for awhile. Usually however if I say I just want to check a rate and then I will give you my name( if I'm going to make a ressie.) If not I say never mind, hang up and hit redial and usually that person will give me the info. Try another CRO.:bounce: :bounce: :bounce: :cool:

[disneyjunkie]

Thanks for the tip StrwLady. I called back but no luck. I have Nov. 26-29 for $292.32 (rack rate) and Nov.29-Dec. 2 for $165.00( ??????AP rate) at All Star Sports.

I guess a discount for half the stay is better than no discount at all.

[Sammie]

If you are booking through DU, I am not sure why you are calling on your own anyway. I am sure they will get you the best rate available and be more than glad to check on anything you would do yourself.

That way you do not have to deal with the questions that you did not want to answer when calling yourself.

[travelgoddess]

I am a TA, they want to make sure you are not double booking with them. They would rather not deal with the public directly, they ould rather you go through agents because they can work alot quicker and more proficient through an agent.

[duck_adoo]

I'm sure that DU was getting me the best rate...but rather than have DU check on availability & costs at other resorts I was trying to do some of the legwork myself. That's the only reason. Plus, it seems to me that rooms can be open one minute, than not the next, so 2 people trying seems to increase the odds. Just trying to make it a little easier. Oh well...it'll all work out.

[the Legend]

In repsonse to several notes from this thread ...

Firstly Name and Zip ... I can see why they ask. They wanna check your history and sell you equal or better based on what youve had in the past. Pure Upsell. Also they can check what you have booked already and see if you can get an upgrade. Plus your zip allows them to suggest extras like rental cars, flights etc. Marketeers are not worries about how much money YOU save by applying a better rate. Ive never heard of a Downsell at Disney.
This morning when DH called to check on the AP rates (we already had code rates for 1 night at ASMu and 3 nights at YC). When the CM finally found our ASMu reservation, she questioned why we even wanted her to check the AP rate, since we were only paying $55+tax. I don't believe they should decide whether or not we should try for a cheaper rate. $5 is $5 to me....On saving an additional $5/night and cases like it! Whats with this CMs attitude? $5 over a 2 week stay is $70 USD or a meal or more souvenirs for the kids etc. You get my drift. Also for a foreigner like myself $70 USD=$180 New Zealand Dollars before exchange or in other words almost a days pay for me, so I dont take those savings lightly. How rude to suggest $5 is nothing ... I hope you got your rate.

Last but by no means least, remember there is more than 1 way to get rooms at WDW. Its seems the rooms are pre-alloted to groups inside WDW (Eg WDTC might have 10 std rooms at WL, CRO might have 10, the Lodge may have some on hold etc). Because they had none at the AP rate at CRO. You may want to try WDTC or DC or even the resort itself. You'll be surprise at the different results youll get depending on who you call.

[d-r]

Disney is working on a guest relations program where they can personalize offers to their guests. The way they will be able to do this is by building a database of your transactions with the company. They are asking you to identify yourself so that they can be sure that they are keeping a single file for you - that your information is getting put in the right place. The added bonus is that you don't have to go through your entire contact information each time you make a reservation - they can pull you up and confirm that is you. I think that is good customer service.

There has been information on the program posted on the rumors and news boards, it has been in the press, it has been discussed in the stock holders meeting. The goal is to be able to offer personalized service to you, the guest. They have tons of information about all of us already - this is just putting the information into a central place where it can be used to provide you better service. Rather than not offering you discounts because you are a frequent guest, offers could be targeted towards you based upon your preferences - this is a rewards program to benefit frequent guests.

This is not trying to track your reservations or keep you from having more than one. You can have many reservations - we often travel with friends and extended family and have many reservations in a single name. This also is not to check to see if you already have a discount and so not offer you a better one - you can move a discounted reservation to another discount if one is available with no problem.

DR

[Mai Ku Tiki]

Just MHO...

1. (As I am a former TA) Once there is a TA on a ressie, WDW (and most other partners in the travel industry) will deal only with the TA. Kind of an unspoken custom...when you use a TA, you have hired them to become your travel representative. Since their commission (time & hard work) are at stake, changes are made thru them. If you are a hands-on kind of traveler, do the booking on your own.

2. There seems to be some kind of dis-connect between Disney's philosophy of customer service, and the CM's we often encounter at CRO. After 30 (yikes!!!!:earseek:) years of booking WDW, it is amazingly easy to spot the experienced, well-trained, old-time Disney CM's after 30 seconds on the phone. Disney CRO needs to better train their people before they take even one phone call. If guests don't encounter that Disney MAGIC in the first few minutes of contacting them, Disney misses a great opportunity to build its customer base. If we want lousy service, we can go anywhere. We go to Disney for the MAGIC!:earsgirl:

[milmore104]

I just called this morning to make my ressies and I said I'd like some help on price quotes for codes please. The girl said no problem I gave her my dates, codes, and hotel choices. She never asked me for any info until I said which one I would like to book. We checked every code from AP's, Reg. codes, DC codes, and regular rack rates. We both had out our calculaters to figurge out the diff. I decided on the AP rates and then she asked me for my name and zip code. She was great we spent nearly 45 min. checking things out.

[Mai Ku Tiki]

Congrats, Milmores!

Now THAT'S what I'M talkin' 'bout!!!:cool:

[milmore104]

Thanks Mai Ku Tiki,
I am quite tickled about it myself. I new my fellow Diser's would love it.

[ukcatfan]

I can understand not wanting to give your name, but the zip could potentially help you. They often offer discounts only to people from certain states. You might not know about a discount for your state that they might offer you by knowing your zip. As for the name, you can always make something up and if you find what you want, hang up and call back with your real info. Chances are the rate is not going to disappear in the five minutes that would take.

[las3888]

I agree with those on this thread who don't want to have to go through the hassle of being asked to verify your information everytime you call (they verify zip, last name, first name, address, and e-mail address usually when I call). BTW, I have corrected my e-mail address with them EVERY time I call, and the next time I call, it is never corrected.

Anyways, I am one of those kinds of people who if I don't like the answer I get from the first CM, I hang up and try again. I am not sure if their records indicate when I last called, what I wanted to check on or anything like that, but I get a little nervous asking the same question to a 3rd cast member, because if they do see that I just called 2 previous times, they will know I am calling to see if they will tell me something the previous 2 CM's wouldn't. Then I imagine they will become suspicious of me.

I am all for marketing information and trying to send offers to the appropriate people, but I have yet to see anything. I don't mind giving any of this information when I am ready to put something on hold. I don' t know why asking for the information up front would help them in many ways...I usually ask for rates in a huge variety of hotels and different price ranges. Quite frankly, their money would have been better spent offering a toll free ressie number. This way, they can ask all the questions they want of me at least on THEIR dime.

[StrwLady]

I called CRO yesterday to verify a few things on my reservation and since I had a nice and helpful CM on the phone I decided to ask him some questions. I asked what was the policy on how many reservations you could hold for a certain date. He said it was one per household. We talked about people calling then calling back after to either get a second reservation or ask the same question. As I told him a lot of that would stop if all the CM's were well trained and knew their job. I then went on to tell him about me calling regarding my Boardwalk reservation at the cko rate and wanting to change it to the ckn rate. The first call I was told the 2 rates were the same. Which I knew was incorrect. So I hung up and called back and got the new discount added. He also told me that there should never be a problem changing the rate code on a existing reservation (already discounted or not) as long as there is availability for the new code and the reservation remains the same dates and hotel. He said that is a very easy change. He did say when changing from one hotel to another that entails a little more work but it still can be done as long as the new code is available at that hotel.

I agree with Mai Ku Tiki in that all CRO CM's should be well trained before taking a call. While I have encountered more friendly and trained CM's there are still those who really don't seem to know what they are doing. I do understand the occasional mistake by someone just starting. Heck we have all been in that position before. But I think Disney is only making more work for themselves by having some CM's making reservations and fully knowing their jobs. As long as its like this we will continue to hang up and call back to make sure we get the right information.