I have never experienced a rude CM until just now!!

[MELSMICE]

I just called Disney Dining because I had to change the # of people in a PS I have for April. It was going from 13 people to 10 people.

Our PS's are for 6:15 for Alfredo's in EPCOT. The CM told me she couldn't modify, she had to rebook & that the only available times were 4:30 or 8:45 p.m. I told her I already had the PS & I just wanted to modify. She said, "I can't do that. I have to rebook & this is the only thing available".

Finally, she put me on hold for about 10 minutes then came back & said, "Okay, someone modified it for me, but if you don't show you have to pay for it". I told her I knew the policy & that I had to cancel 24 hours in advance or get charged $10 per person. She said "I was told if you didn't show you had to pay because you don't have a credit card on this". I informed her there was a credit card confirmation. She said, "Well, if that's the policy then it's $10 per person if you don't show."

She finally apologized, but my goodness. I have really never encountered a rude CM before. I was totally shocked. I only wanted to modify my PS. I actually thought I was being considerate because were are going during peak time & I figured it would open up some space for someone else. GEEZ!!

Oh well, I've vented enough. Thanks for listening! :crazy:

[inky dinky doo]

Originally posted by MELSMICE
She said "I was told if you didn't show you had to pay because you don't have a credit card on this".

She was obviously new and didn't understand. Just look at how illogical the above statement is. How in the world did she think they were going make you pay if they didn't have your credit card on file? If you didn't show up, did she think you would voluntarily -- on your own -- mail them a check?? :rotfl: Uh huh! ::yes:: I can see that happening.

Oh well . . . I guess all new CMs have to start somewhere. I'm hoping she learned from this experience.

Pat

[Muffy]

Is the $10.00 charge per person for a no show something new? I know it was the policy during a holiday but I didn't know about reg. dining?

[Wislodgers]

Did they still guarantee with a credit card even though your group size is down to 10? We had a go around with group dining while at Wilderness Lodge. We had anywhere from 18-21 people that wanted to go to dinner the following night at O'Hana's. The CM at the front desk was very nice and had me speak to group dining, very rude CM at group dining.......I was not sure of exactly how many were going to show, and did not want to pay 10 for those that didn't. I wanted to guarantee 18, but wanted to know if they could fit in the extra 3 if they showed. She said no........I asked if she could book us in 2 seperate smaller groups, realizing we may not be seated together(we did not mind) as then we did not have to guarantee with a CC. She said she could not help me and hung up.......The CM at the Lodge booked us in 2 groups one of 10 and one of 11, with no CC guarantee. 18 people showed, we had an early PS as felt it would not be as busy at the restaurant, they seated us at one loooong table. Food was great and we truly enjoyed it!!!

[stinkerbelle]

wait - i don't get it. is this $10 charge per head that doesn't show up only for "group dining?" or when the number of people is over a certain #?

[MELSMICE]

Originally posted by Muffy
Is the $10.00 charge per person for a no show something new? I know it was the policy during a holiday but I didn't know about reg. dining?

When I originally called they transferred me to Group Dining. I was told that for parties for 8 or more a credit card was needed as a guaranty. If we are no-shows then we are charged $10 per person. Of course, if I cancel 24 hours in advance, my CC doesn't get charged.

BTW - we are going during peak Easter time. The CC thing may apply to larger groups than 8 or more at other times of year. I'm not sure.

I don't have a problem giving the CC. We're planning on being there & if something changes I'll cancel far enough in advance. I just thought she was pretty rude.

inky dinky doo - that is such an illogical statement. What were they going to do - track me down in the MK so I would pay the $10 per person. :rolleyes:

[Safari Steve]

Because the original ps was booked through group dining (13 or more people in the party) the only way for a CM at the dining line who isn't trained for group dining (only some are) to change it would be to cancel and rebook. Also, depending on the table or combination of tables used, the computer will not let the number of guests be changed sometimes. I can't speak to her tone, but when she told you that she couldn't modify that way, she was telling you the truth. As an example, if you had a table for 7-8 and a table for 5-6 with 13 people, there is no way to change the number of guests to 10 in the system. The CM probably got a group dining agent to make an official note and remove your billing information (which is a HUGE exception that she didn't have to make.) Your party # is probably still listed as 13. The computer system just won't process certain modifications unfortunately.

[MELSMICE]

Safari Steve - thank you for the explanation. I wish she would have explained this to me on the phone. It would have made the situation better for all parties involved.

Thanks again!

[kadaten]

Originally posted by stinkerbelle
wait - i don't get it. is this $10 charge per head that doesn't show up only for "group dining?" or when the number of people is over a certain #?

I know it's for groups...which is usually when you have 13 or more in your party...that's when you have to use group dining, although there are a few exceptions (a couple restaurants say 11 is a group). We had 20 in December, and had to guarantee every meal I booked for more than 13 with a credit card...and would be charged $10/head for no-shows.

With our trip I had to deal with Dining and Group Dining quite a lot. There is on CM in Group Dining whose voice I came to know well. She is possibly the rudest person I've ever spoken to, and certainly the rudest CM I've ever dealt with. I finally learned if I got her, to ask my question and when she refused to help me, just find a way to get off the phone and call back later, getting someone else. She really played the role of the "Dragon at the Gate" very well!

As for splitting the PS into 2 smaller ones....we must have spoken to the same CM because simply asking about it sent her completely over the edge! She was rather forceful and rude saying they would make a point *NOT* to seat us together if we did this! I know most CM to be a lot more kind and accomodating than that, though, so we took our luck (also going through someone else to get the PS)....the restaurant CM's were happy to help us get seated together! It's not guaranteed, but they were nice and helpful, rather than surly like the Group Dining PS CM!

Katie

[tjmw2727]

I must concur that the only rude CM's I have ever encountered were when I was trying to get PS and especially the few times I had to "modify" a PS. I had made a few ps's in advance but they were not at a busy times of the year and were for late lunch so I didn't see a problem. We needed to change a few from 3 (my dd's and I) to 4 as my DH was able to join us for a few days.

They were so snippy and insisted they can't change a ps - I would have to cancel and re-book. The CM pretty much told me she wasn't going to bother to change them we should just show up with 4 instead of 3. I was able to change them but only after calling a second time. Dh is a stressed traveler and I felt better safe than sorry!!


TJ

[beattyfamily]

I experienced the same thing for our last trip in December. I wanted to change 2 PS from 9 people to 5.

She was very very rude and insisted she could not just modify it. She would have to cancel the PS and 'hope' those tables I just released would still be there when I rebook but there were no guarantees.

I fought and fought with her and then I just hung up on her and called back. I got a much nicer CM who helped me out. I still believe though that I had to cancel and rebook. No modifying.

[MELSMICE]

I believe the cancel & rebook thing, however, I didn't want to lose our time of 6:15. I didn't want to eat dinner at 4:30 - we'll probably be in the middle of sunning ourselves at the pool at that time.

I can't imagine that they can't put a "hold" or something on the tables while they are rebooking them. Actually, Disney obviously needs something in their computer system that lets them modify the PS's. This would probably alleviate a lot of issues with CM's and guests! ::yes::