Also, I edited with this, did you get the name of the person you talked to on the phone at Disney Dining because I would definitely be includiing that in my letter to Disney. You called, the table was available... 3 people sit at a 4 table... I do not get it, but I am annoyed myself over this.
I've had my own dealings with a flaky CM at CRO, but lucky for me, I was meticulous. For a 2002 trip, I used a code for AP rates, one published in the Mickey Monitor. When I call, I take note of the CM's stage name before I make a reservation, and I did so that time. I also stated the 3-letter code both as letters and as words. CSR would be "Charlie, Sam, Robert" just to be sure. It was supposedly a concierge garden view for the Polynesian, but it seemed lower than it should be. I asked multiple times, are you sure this is the annual passholder rate? Which she confirmed, yes.
When I received the confirmation in the mail, the rate showed up as CFR. Now, if I had only used the "CSR" wording, I could see how she could book CFR, as the letters in the middle could sound alike. It turns out that it was a good thing I called. She quoted me an airline employee discount, and they would ask me for airline ID when I checked in! I ended up explaining my story to two CMs, one being a supervisor, and both agreed that because I had not tried to hoodwink them into using a code I wasn't entitled to, and that I had made every intention to use the code I
was entitled to, they would honor the discount for me. Nice guest recovery! Of course, the Polynesian concierge who checked me in wanted to see ID until I told him to look for a note on the reservation from a CRO supervisor.
So that's why I feel it's a good idea to politely ask the name of the CM if you couldn't hear it the first time. You never know when you'll need it! If I had gotten the refusal in the same manner, I would have asked to talk to a supervisor and let the supervisor find out why the cast member felt she couldn't book that table, so no other party in the future would get a bad experience from her.
My apologies if the CM was rude. That is ridiculous and there is NO excuse.
It is unfair however, to call her poorly trained because she could not book three at a table for four. The dining system WILL NOT ALLOW THIS. It was physically impossible for her to do this. No CM can do this.
But, she also could have booked for four like the OP offered, that was completely her prerogative. I am so sorry to the OP for encountering rudeness.
If I have a guest who wants to pay for a fourth person, it makes no difference to me. I still always warn the guest that the restaurant had the right to deny service if they are short of people, but I highly doubt it will happen. That's sort of a CYA statement, so that I don't get in trouble for doing something I'm not supposed to do.
Again, apologies for the rudeness. I can not explain why certain tables are held for certain parties, but I hope that I have shown that it's out of the reservation CMs hands. But some do choose to go around that by booking the wrong party size.
I'm assuming that you either work for CRO, or have access to the booking systems in the resorts, so you're speaking as a current CM.
I think most of us are incredulous that the cast member wouldn't have even thought to book the party of 3 at a 4 top, since that reservation could have been done. While I think it's common sense and a judgement call, not everyone has common sense. I certainly don't think that cast member had any.
And as it seems you cannot tell us WHY it can't be done due to confidentiality agreements, I cannot fathom why the system wouldn't allow for adjustments or the judgement call.
They actually wouldn't seat you?
