1st Experience w/Reservations

[tshaffer03]

I recently closed on a DVC resale at Beach Club Villas. Of course, we wanted to try to reserve something in the near future.

Working in the travel industry, I knew it would be pushing to find something available but our dates were entirely flexible so we thought, let's lay out our options and give it a try. We even were flexible with the property because we have plenty of years to stay at the various properties!

I felt I was very pleasant, not demanding at all, but I was asking for various options and dates. I also was checking flight availability on the computer when dates were found to ensure I could get a lower priced air fare on the dates where there was property availability.

The reservationist was borderline rude. The best way I could describe the behavior was "snippy with an attitude". It was
very disappointing. That did not meet my expectations at all for Disney. I was not expecting that type of behavior.

We did get Boardwalk reserved in May so it ended up fine.

However, is this the standard behavior/attitude of reservations? What has your experience been?

 

[DSNY FN]

We have never had anything like that. When we have called MS they have always been very helpful and always tried to help us find dates that were accomodating to us if the ones we wanted were not available.

 

[Sammie]

I can truthfully say I have never gotten a rude CM at Member Services.

 

[Disney50]

I can also say that I have never gotten a rude CM.

My last reservation experience involved making six priority seating dinner reservations, and it took almost an hour on the phone. After the third one I don't think my patience would have held out if I was in her position, but she was as kind and helpful on the sixth reservation as the first.

 

[Granny]

At least 20 calls to MS, and never a bad moment. I've never tried to scramble for a reservation though, so that probably helped.

I wouldn't let that first experience form your entire opinion of MS. You will find that over the years you will have many more enjoyable conversations than difficult ones.

By the way, congratulations on your BCV purchase, and

WELCOME HOME!!!

 

[Deb & Bill]

I hope your experience like that will be your last. We have always had terrific communication with MS on the phone.

 

[gazeborob]

There have been a few time when I haved called MS, and I was not impressed with the CM I talked with. They were very hard to understand, and not very helpfull. I do have to say that when I called today about transferring points, the CM I worked with was great. I was they all were as helpfull.

 

[wilderness01]

I had the same CM twice be very to the point. I wouldn't say rude but every other time I have called the CM's have been soooooooo nice and friendly. She was just more business like. That is fine if that is who she is. I have to honestly say that the majority of the time the CM has gone out of her way to help. Sorry for your experience. It will more than likely be better next time.

 

[jaysue]

Never experienced anything like what you have reported

thanks
jaysue

 

[DVC-Don]

All except one call have been very nice. That one time the CM was really trying to rush me along and I had a bad feeling. So I politely ended the call and then called right back and got a much nicer CM. That was a couple of years ago.

 

[SnowWitch]

We have been members for 5 years and made numerous calls to MS and have NEVER gotten a rude CM. If anything their a little to helpful if you can believe that.

 

[todsue99]

I have caught some on a bad day, but I can never really say they were rude. Rushed you a long alittle, hard to understand maybe, but not rude. Most of the time great people and I love it when they say "Have a Magical Day". Sorry for your experience, but trust me it will be better next time.

 

[PamOKW]

99.9% of the CMs have been terrific and very friendly. The other .1% have been more "to the point" but perfectly acceptable. Hopefully, future transactions will go more smoothly, although I'm glad to see you did get your reservation.

In the future, you might try to refrain from trying to book the room and making your flight reservation yourself at the same time. Possibly, that was exasperating the CM a bit. While they are very friendly, I'm sure they are also under some pressure to keep answering the phones. With many new members coming on board and making summer vacation plans, I'm sure the phones are very busy right now.

 

[mikesmom]

We've never had a bad CM when reserving. Is it possible you were trying to reserve during Member Homecoming dates? That's no excuse for rudeness in any way, of course, but it may have led to some mutual frustration if you thought "flexibility" should work, and "completely sold out" was the answer.

It will surely get better from here. Glad you found something - have a great trip!

 

[lenshanem]

I'm pretty cynical, but for the most part I'd say most of my calls to MS have been pleasant. Sure, one or two weren't quite as friendly as the others, but I haven't had a bad experience.

Hopefully, you just had bad luck on your first call and the rest of your calls will be pleasant.

 

[Lexxiefern]

I have had a few not so great CM's, but no one I would classify as rude. I hope you do not experience that again.

Now CRO on the other hand, has more than their fair share of rude CM's

 

[Disney Doll]

I can't say I've ever had a "snippy, rude" CM, but I have had some that were very businesslike and not too personable.

Truthfully, if I ever felt that a CM was being rude, I'd ask to speak with their supervisor and report the behavior immediately.

 

[dcfromva]

On my first booking experience, I had a CM who was very curt and not at all helpful. I wouldn't say she was rude, though....

My first reaction was, "Holy Cow! I've purchased points and this is what I've bought into for the next 40 years! I guess they don't care once they get your $$ and a 40 year committment."

However, I was totally wrong about this. All the CMs I have spoken with since have been very good. So, give them another try....


-DC :ears:

 

[ClarabelleCow]

I know someone said it, but maybe the CM was not happy that you were also trying to book your airfare at the same time. Especially if you use dialup and not high speed (broadband). What seems like a second would seem like eternity. I worked at a call center for years, bottom line is they want you on and off the telephone quickly, and alot of times, there are incentives for the most amount of calls handled. The reps probably hava a "que board" which shows how many calls are backing up. It's an ugly job!!!

 

[DrTomorrow]

I've only had 3 interactions with MS, and they were all handled very well, particularly since one was the first day they took SSR ressies, one was the first day for MH ressies, and one was a day.by.day for December 2004. Very polite, very friendly. Not a significant statistical sample, but they've treated us right.