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View Full Version : Don't like how I was treated!


Cindie-rella
06-11-2004, 10:23 AM
I just called Disney with a question I had about my stay next year and I feel I was treated poorly! The man I spoke with seemed very taken back by my question...he got very quiet then answered me very cocky! I explained to him why I asked the question and he still continued to repeat himself in a rude manner!!!!
My "question" was this: I will be staying at POR and I had paid for a "king" bed room...it seemed from what I read on the forums (which I must have misinterpeted ) that the "king" rooms are all "handicapped" rooms with only a shower and no bath tub. I do not need a handicapped room as I do want a bath tub. I just wanted to make sure I do "not" get a hanicapped room. That's all. I was very nice in asking the question and this man was treating this question like I was asking something far-fetched or disgusting!!!! It was like he couldn't understand what I was asking so he got very cocky and rude.
I did have a few more questions but there was no way I was going to ask this man to help me! Has anyone else experienced this?:( I was just very taken back by this. People spend alot of money on their Disney vacation and should be treated kindly. They should be a little more cautious on who they hire to ensure the friendliest service. This guy should be assigned to AK to clean up after the animals when they do their "duty", not working with the customers!!!

Eeyore1954
06-11-2004, 10:36 AM
I'm sorry you felt you were treated rudely. Did you ask to speak to a manager or supervisor before hanging up? It would do more good to speak to that individual's supervisor immediately, rather than complain about it on an Internet message board. I doubt Disney will read about this and if they did, they wouldn't know which CM to re-assign. ;)

Kimberle
06-11-2004, 10:47 AM
I think most of the booking CM are very nice. What I have learned from this brd, if you get one that is "having a bad day" ;) is to thank them nicely and get off the call as quick as possible. Then call back! I'm sure the next CM will be *nice*.

Hope you get the room you want and have a wonderful time.

Cindie-rella
06-11-2004, 11:04 AM
I really did not intend for Disney to read this post and act on it. I guess I just wanted to vent a little. I really was taken back by the way I was talked to and didn't even think about asking for a manager at that moment. So all I did was hang up and complain to everyone on here. I don't usually complain about trivial things, and I do realize that maybe that person was having a bad day. I do work with the public as well, and I've learned how to fake a smile then vent when none is around. (i.e, call one of my girlfriends and say you'll never guess what someone just did or said or whatever!)
It's just that I did not expect that kind of treatment from someone from the most "magical place on earth"! I thought they were trained to make everyone feel "special" and 'important". I will get over it I'm sure on my next call when I talk to another really great and friendly staff member. I will not let this one bad moment ruin my thoughts of WDW. I cannot wait til the day I arrive!!!!!!

:Pinkbounc

bhillier
06-11-2004, 11:51 AM
I tried to post and it didn't show up. I so if my post ends up showing up and I'm here 2 x's saying the same thing, sorry.


First I just want to say that I'm sorry that you had that experience with a CM. I think that for many of us who love Disney so much when we run into a that level of rudeness we are just so shocked. It's just not expected from Disney. I know when it happened to me it first shocked me and then mad me angry. I then found myself very disapointed. I belive that most CM's are great and go out of their way to help. Good luck getting everything taken care of and enjoy your trip. Just one last thing. I think it's okay to vent/share the way your feeling. Better to talk about it know and enjoy your trip. :)

dizneefreak29
06-11-2004, 12:04 PM
I had an experience a couple months ago when booking my upcoming trip for my brother and I....he is my half brother so we have different last names.....the woman (who was VERY nice) went over the booking and everything was correct. When I got the confirmation in the mail...it had my name and my step-dad's name? I was so confused becasue the last time he went on a trip I booked under my name was in 1999!!

I called to fix everything...they also had my brother as an adult and he isn't. The woman I spoke to that time was so nasty! She was very irritated that I was asking for the change. She put me on hold for 20 minutes....just to make the change. When she came back she was pretty much like are you done now? I asked was there something wrong because it had taken so long...and she again just repeated anything else?

A couple days later I called just to make sure everything was okay...and sure enough nothing had been changed. This CM told me that you can't change the lead name and they would have to cancel my reservation and rebook it. So frustrating!

But hey...once I'm there in Disney World any of these problems disappear! :D

LiserAnn
06-11-2004, 12:29 PM
Maybe he's handicapped and overly sensitive? Normally people at Disney are so nice, the only thing I can think of is he's overly sensitive due to a personal issue!?!? Well, I'm glad you're not going to let it ruin your vacation!

ballroombelle
06-11-2004, 02:20 PM
Originally posted by LiserAnn
Maybe he's handicapped and overly sensitive?
I agree. From the way you described your exchange, I, too thought it sounded as if you were repulsed by the idea of using a room that had been occupied by someone handicapped.
I just wanted to make sure I do "not" get a hanicapped room.
Of course, what you meant was that you did not want occupy a handicapped room at the expense of someone who might actually need such accommodations. I think you may have described your request in such a way that the agent misinterpreted it.

I'd give them another try...reword it this time.;)

hookedup
06-11-2004, 02:36 PM
Originally posted by Cindie-rella
I just called Disney with a question I had about my stay next year and I feel I was treated poorly! The man I spoke with seemed very taken back by my question...he got very quiet then answered me very cocky! I explained to him why I asked the question and he still continued to repeat himself in a rude manner!!!!
...Has anyone else experienced this?:( I was just very taken back by this. People spend alot of money on their Disney vacation and should be treated kindly. They should be a little more cautious on who they hire to ensure the friendliest service. This guy should be assigned to AK to clean up after the animals when they do their "duty", not working with the customers!!!

I work in a very large reservations call center and even though we work extemely hard to have top notch agents on the phone sometimes even our best agents have bad momments. If you were upset by the treatment you received you should have gotten the agents name and reported it to a supervisor. In case the agent you spoke with is a bad apple who needs some further customer care training and some close monitoring.

Tigger&Belle
06-11-2004, 02:41 PM
Originally posted by ballroombelle
I agree. From the way you described your exchange, I, too thought it sounded as if you were repulsed by the idea of using a room that had been occupied by someone handicapped.

Of course, what you meant was that you did not want occupy a handicapped room at the expense of someone who might actually need such accommodations. I think you may have described your request in such a way that the agent misinterpreted it.

I'd give them another try...reword it this time.;)

I totally understand Cindie-rella's position. I'm sure she isn't disgusted at all, but wanted to make sure that the room had the features that she wanted.

I think that it's wonderful that there are rooms that can accomodate a person in a wheelchair! However, when we had one of those rooms at Universal I was less than pleased because the bathroom did not have nearly the counter space as a regular room (NO counter space) and there was only one sink inside the bathroom and not an additional sink outside the bathroom. There was a rickety stand to store items in the bathroom (that was the hotel's fault--they could and should have had something sturdy).

We did ok in the room, but in the future will try and secure a regular room. Our children were in a connecting regular room so I could see firsthand the differences between the rooms. If we had of tried to squeeze our whole family in one of those rooms it would have been way too tight (from a bathroom storage issue, not in the actual room).

Like I said, I'm glad that these rooms exist, as I'm sure that Cindie-rella is, but I would prefer to not have one. She wanted a bathtub in the room, which is a very valid reason to want a particular type of room.

T&B

jwfla422
06-11-2004, 03:38 PM
I've run into some cranky CMs on the phone at the reservations and at Dining. Some seemed rather inexperienced and some just seemed very "short".

When I encounter this I just thank them, hang up and dial again and I usually get a very nice CM the next time around. This has only happened a few times and I realize it isn't personal. It's so not worth dealing with the "grouches".

I guess it's gotten more difficult for Disney to find the typical type CM they always had in the past for their reservation centers. Sorry you had to speak to one of those with an attitude, your questions were quite normal so there was no reason for you to be treated in the manner you were.

CindysGusGus
06-11-2004, 06:00 PM
I agree with the OP...... I have been placed in a handicapped room before and I am a bath taker. Feels good to soak after a long day at the parks. I am in no way "disgusted" by a handicapped room or who may have been in there...sometimes its as simple as wanting a bath.

sherry8253
06-11-2004, 07:06 PM
Hi - I don't think Cindie-rella sounded like she was disguested at being assigned a handicapped room. It sounded to me like she just wanted to make sure she had a bathtub and not a shower only. After walking around the parks all day, maybe she thinks it is nice to be able to lie in a nice tub of hot water and soak her feet. Plus she said she didnt 'need' a handicapped room so to me that sounds like she didn't want to take a handicapped room away from someone who might need one. By the way Cindie-reall for what is worth, we have stayed in king bed rooms in the moderates and have never been assigned to a handicapped room. Our rooms at the moderates have always had a bathtub. We were however assigned to a handicapped room at WL with a king size bed.

DebbieB
06-11-2004, 07:54 PM
I think he acted like he did because he didn't know the answer and was covering up (which is no excuse). He should have put you on hold and found out or transferred you to someone who knew. I bet most CRO cm's don't know specifics on rooms like that.

I don't think there is anyway to guarantee you will not receive a handicapped king room. It depends on what is available when you check-in.

Schmeck
06-11-2004, 09:03 PM
If it was the tub you wanted, why didn't you just ask if there were rooms with king beds and tubs - why mention 'handicap' at all if the handicap part doesn't bother you?

ADisneygirl
06-11-2004, 10:06 PM
Instead of dissecting how Cindie-rella worded her question, I think what she was really looking for here on these boards was some sympathy for being spoken to in an abrupt and rude way.

I am sorry Cindie-rella that a CM was rude. No excuse, except what others have already stated -- either a bad day personally, poor people skills, or bothered by your type of question. I know that it can upset me too when people speak to me in an angry rude way. I can be sensitive. Forget about it and know that your DIS friends hope you encounter only friendly, magical CM's (as WDW should have) from now on.

::yes::

:wave2:

::MickeyMo ::MinnieMo ::MickeyMo ::MinnieMo

DznyDreams
06-11-2004, 10:29 PM
I don't at all think the OP sounded disgusted by the thought of having a handicapped room. She very clearly stated that the reason for her question was so that she would know if she was getting a tub with shower or just a shower only.

Cindie-rella - Have you tried calling the resort itself? I think they'd be able to answer your question in a nice way, AND with authority. The CMs that answer calls on the general info lines (including reservations, dining, etc.) don't always know the answers to these types of questions.

BTW, I'm very sorry to hear of the way the CM responded to you. He should have simply suggested that you call POR instead of responding to you in the manner you've described. :(

Tigger&Belle
06-12-2004, 01:54 PM
Originally posted by Schmeck
If it was the tub you wanted, why didn't you just ask if there were rooms with king beds and tubs - why mention 'handicap' at all if the handicap part doesn't bother you?

That may have worked, but it also might have confused the CM. The bottom line is that it is the job of the CM to not act like any question is a stupid question. As I understand it, the handicapped rooms have a shower and the regular rooms have a shower/tub combination. Doesn't sound like the OP was asking for anything too strange and if the CM didn't know the answer he/she should have put her on hold while finding out the answer.

T&B

Cindie-rella
06-12-2004, 03:06 PM
Originally posted by Schmeck
If it was the tub you wanted, why didn't you just ask if there were rooms with king beds and tubs - why mention 'handicap' at all if the handicap part doesn't bother you?

Honestly, I really did not mean anything negative by asking if all "king" rooms were "Handicap" rooms. If I could find the things I read that lead me to believe that all the 'king' rooms were handicapped I will post them. I have some physically challenged relatives and a close friend as well. I am in no way "disgusted" with the thought of handicap anything. I was given a handicap room at the Foxwoods casino in CT. a few years ago and there was not a tub there either. I was only there for a 2 day stay, however, I will be staying at POR for 10 nights and I do enjoy a warm bath after a long day. That's all. Plus I would also like to stay on the 2nd floor if possible. Just a preference I have. So I hoped not to offend anyone with my question. Please accept my apology if I have.
Thanks for all your replies. I'm already feeling better about the whole thing and realize you'll just have those type of dealings from time to time. Anyway...I just can't wait to get there. It feels like forever already and I still have over 10 months to wait!!!!:crazy: I'll be crazy by then... Thanks again!:)

panfan
06-12-2004, 03:08 PM
By no means should the CM be rude to any guest about a question, however, there was probably not much he could do about your request. It is my understanding that the room assignments don't happen until right before check in and nothing is guaranteed. Handicap rooms are assigned all the time for those who don't need them. It's the luck of the draw sometimes.
Enjoy your stay!

Figaro
06-12-2004, 04:13 PM
Part of the confusion may be because as they renovate the resorts, they are changing the handicapped rooms so that not all of them are king bed. There never used to be any rooms with double beds and a roll-in shower, but this caused difficulties for families traveling with one person in a wheelchair, so as they renovated rooms they started to increase the number of accessible rooms with roll-in showers and double beds. Plus sometimes the people who need the accessible room need a bathtub with grab bars, not a shower (depending on the medical issues), but still need the raised toilet seat and grab bars.

I would guess that this makes it pretty difficult at times for the people making the room assignments, as my understanding from the special services people (who you deal with if you need accessible rooms), the medical needs are blocked off first and then other guest requests (not medical necessities) are filled.

Which doesn't mean that you should have been treated rudely by the CM! Just don't be surprised if the king room comes with a roll-in shower(smile), as I think that the kings with the raised toilets and grab bars and bathtubs are usually assigned to people who need the tub because of medical issues.

Tagrel
06-12-2004, 05:26 PM
As to dealing with rude CM's, I find it VERY helpful to pause after they make a rude comment. Then, in the nicest, most polite way, I ASK them why they are being rude. It will almost ALWAYS snap them back to appropriate customer service behavior. If it doesn't, well its time to ask for a manager or to just hang up and try again. Sometimes people just need a kind reminder that you are FULLY aware of their rudeness, and it is not appropriate. Snapping back at them just seems to escalate the problem, and nobody wants THAT! :)

Hope your next CM has had a fresh coating of Pixie Dust!

Zoo Keeper
06-12-2004, 09:23 PM
I manage a large inbound call center. You should have never been treated that way. Next time that happens (hopefully it never will) ask to speak to a Supervisor.
My staff's calls are monitored frequently and every call they take is recorded. There is a good chance that call will be monitored and the appropriate corrective counseling taken.

For now, forget about it and enjoy the planning!;)

GailT
06-13-2004, 07:13 AM
I have had nasty people that I just told them off and hung up, of course they didn't have my name. LOL But I did have one very nice lady thatwhen I was trying to get the 7 for 5 nights and they dudn't have it called me back within 10 minutes and got it for me. This lady was just that a lady in all respects. Come to find out she was originally from the town next to me but moved to Florida and loves it. if you get a "Tommi" that was her name on there tell her Gail said hi. I felt bad, she was coming to Mass. the following week to the town she was from, I told her come and visit me at work, I wassssssssssssssssssssssss wanting to meet this person but she must of not had the time, Oh well, she has great work ethnics, I will give her all the praise she deserves :D

SueM in MN
06-13-2004, 08:27 AM
When people think of "handicapped room", most think that is a room with a roll in shower and no bathtub. That's not correct though.
There are different levels of handicapped rooms.
Some are handicapped accessible, but not fully wheelchair accessible. Those rooms have a tub, but have grab bars in/by the tub and toilet. They may have a raised seat toilet. Many people get those rooms and don't realize that they were in a handicapped room at all, because, except for the grab bars, they are the same as other rooms.
Some are fully wheelchair accessible - those are the ones with roll in showers, roll under sinks and raised seat toilets. Many of those have king beds because someone who needs that level of accessibility in their room needs as much "rolling around" room as possible. As far as I know, until recently, most (if not all) of the fully wheelchair accessible rooms had king beds. Depending on the resort, not all the king rooms were fully wheelchair accessible. Some were apparently just regular king rooms and some were handicapped accessible (with tubs with grab bars). They are apparently in the process of changing some of the fully accessible king rooms into having 2 queen beds. (Some people who need full wheelchair accessibility are traveling with more than one person or with one person they don't want to share a bed with).

One hint for the future that was posted by a CM; ask for what you want, not what you don't want. He said the "not" is easily overlooked, so it's actually quite likely that someone will think you are requesting to have it, instead of to not have it. So, if you want to get a room with a tub, asking for that is a more sure way to get one than to ask for a non-handicapped room. Besides, some of the handicapped rooms do have tubs.