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Old 03-07-2014, 04:48 PM   #1
jimandami
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Teeny, tiny rant

First, obviously, this is not a huge deal at all and I love WDW and always will, but it is no wonder people have a difficult time with their trips, especially those who don't know about the Dis! Just called the direct number for Pop (now, is that really a direct number...I don't know!) to request a king bed for our stay Sunday. CM says, "That is a booking category, not a request. You cannot request that." I insist that it is not a booking category at Pop but is at some other resorts. She argues and argues until I politely say I am certain. She gets someone else and what do you know, request made. Now, in no way does this negatively impact my trip, but I just don't get why they can't train CMs who are answering the phone more adequately??
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Old 03-07-2014, 06:18 PM   #2
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Understand what you are saying and I agree. There are many times I have been more knowledgeable about certain things than those I spoke with on the phone.

FYI - The number still would have went to a call center. It wasn't the staff at POP that you were speaking with.
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Old 03-07-2014, 08:43 PM   #3
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Now imagine this............ The only job requirement for WDW call center cast members is to have 2000 or more posts on the Dis board. Now, that would take care of the problem you bring up. Right? I love this board, and the knowledge I receive from all of you
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Old 03-07-2014, 09:51 PM   #4
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You have to realize, the dis board is not the know all and see all about WDW...I've witnessed tons of bad info from guests on these boards...
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Old 03-07-2014, 09:55 PM   #5
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Quote:
Originally Posted by jimandami View Post
First, obviously, this is not a huge deal at all and I love WDW and always will, but it is no wonder people have a difficult time with their trips, especially those who don't know about the Dis! Just called the direct number for Pop (now, is that really a direct number...I don't know!) to request a king bed for our stay Sunday. CM says, "That is a booking category, not a request. You cannot request that." I insist that it is not a booking category at Pop but is at some other resorts. She argues and argues until I politely say I am certain. She gets someone else and what do you know, request made. Now, in no way does this negatively impact my trip, but I just don't get why they can't train CMs who are answering the phone more adequately??
No, I don't think so. There have been times I called the "front desk" and had to be put through to the actual front desk.

I'm happy you held your ground. And this is a good example of why you shouldn't believe everything you hear over the phone.
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Old 03-07-2014, 11:56 PM   #6
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OP, your comments are true. I've had a num-nutz conversation like you had. After the first time I found out I was right but I had let the phone CM prevail, I learned to call back because I'll get another CM on the phone, and usually one who knows what I'm talking about. The time I let the CM have her way involved who was qualified for a military discount room. CM said the military person had to be in the resort group. My DH wasn't going. So I let it go and didn't get the discount. Cost a few hundred. Found out the CM was wrong, now that won't happen again.
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Old 03-08-2014, 12:10 AM   #7
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Quote:
Originally Posted by jimandami View Post
First, obviously, this is not a huge deal at all and I love WDW and always will, but it is no wonder people have a difficult time with their trips, especially those who don't know about the Dis! Just called the direct number for Pop (now, is that really a direct number...I don't know!) to request a king bed for our stay Sunday. CM says, "That is a booking category, not a request. You cannot request that." I insist that it is not a booking category at Pop but is at some other resorts. She argues and argues until I politely say I am certain. She gets someone else and what do you know, request made. Now, in no way does this negatively impact my trip, but I just don't get why they can't train CMs who are answering the phone more adequately??
probably not talking to the hotel but to central call center maybe not even on site...
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Old 03-08-2014, 05:20 AM   #8
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Thanks guys! As I said, it's not a huge deal, but gets frustrating!
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Old 03-08-2014, 10:24 AM   #9
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Quote:
Originally Posted by jimandami View Post
First, obviously, this is not a huge deal at all and I love WDW and always will, but it is no wonder people have a difficult time with their trips, especially those who don't know about the Dis! Just called the direct number for Pop (now, is that really a direct number...I don't know!) to request a king bed for our stay Sunday. CM says, "That is a booking category, not a request. You cannot request that." I insist that it is not a booking category at Pop but is at some other resorts. She argues and argues until I politely say I am certain. She gets someone else and what do you know, request made. Now, in no way does this negatively impact my trip, but I just don't get why they can't train CMs who are answering the phone more adequately??
It's sad how much incorrect information is given out by CRO CMs. Also, as others have said, the number you called associated with Pop did not go to the Pop front desk, but rather a call center (and most likely you were talking someone not even located in Florida). They answer as if they are at that particular resort, but all calls to any of the resort numbers are routed to call centers.
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Old 03-08-2014, 10:43 AM   #10
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Part of the problem, I believe, is that there is just too much information and too many variables with any aspect of Disney to train a CM in each and ever scenario. I absolutely agree with the OP that this does not make it ok, but I'm not sure I see any way around it. I have phone Disney on many occasions to make a change or add something to my reservation and there was no question whatsoever that the CM was reading answers to me, and not telling me from his or her own knowledge.
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Old 03-08-2014, 11:07 AM   #11
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You should call central reservations or whoever you made your reservation with (travel agent?) to make a request.
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Old 03-08-2014, 01:21 PM   #12
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I am not 100% sure but I think all the King rooms at POP are HA, not a big deal to me and we have stayed there but if you want a tub this could be an issue.
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Old 03-08-2014, 01:38 PM   #13
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Sorry but not everyone knows every single aspect of their jobs. I understand getting annoyed but perhaps you helped someone do their job better next time.

Quote:
Originally Posted by jimandami View Post
First, obviously, this is not a huge deal at all and I love WDW and always will, but it is no wonder people have a difficult time with their trips, especially those who don't know about the Dis! Just called the direct number for Pop (now, is that really a direct number...I don't know!) to request a king bed for our stay Sunday. CM says, "That is a booking category, not a request. You cannot request that." I insist that it is not a booking category at Pop but is at some other resorts. She argues and argues until I politely say I am certain. She gets someone else and what do you know, request made. Now, in no way does this negatively impact my trip, but I just don't get why they can't train CMs who are answering the phone more adequately??
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Old 03-08-2014, 01:52 PM   #14
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I am not 100% sure but I think all the King rooms at POP are HA, not a big deal to me and we have stayed there but if you want a tub this could be an issue.
If they are, then it is a booking category, as there are modifications that are simply required by some disabled individuals- think an accessible toilet or alarms for people with hearing impairments).
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Old 03-08-2014, 02:11 PM   #15
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Quote:
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I am not 100% sure but I think all the King rooms at POP are HA, not a big deal to me and we have stayed there but if you want a tub this could be an issue.
No, they aren't. I stayed in a non-HA king bed room at Pop in January 2013 (it was room number 2222 in the 50's section).
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