ADR - What Gives?

[domiii]

I made my call this morning just like I should as I am arriving on 07/06/09. I have a split reservation with DVC staying at two different locations, but never leaving the property for 2 weeks. I was told I could not make my ADRs until the date for my second DVC resort date! WHAT?

I called later and had no problems. I thought I could make reservations beginning with the day we arrive. Shouldn't everyone be on the same page?

I know stop complaining .... I got my reservations. It was just aggrevating.

The bright side is I have 90 days to go!!

 

[OllieDannyandMe]

Thanks for posting this! I am doing a back-to-back stay in August, not DVC though. It's great to have a heads-up, so I will be prepared if I run into problems. I would have been caught off guard.

 

[5boyz]

I can't believe how poorly the CM's are trained...I called 3 times in an hour and got 3 different answers. I then called back a while later got another cm, I told her this is my 4th time calling with the same question. I told her I got 3 different answers from before so she asked me my question gave me the answer and it was the same as the one before her. I told her that she asked what the other answers were, she said that is not right and proceeded to explain.. I have called many times and got different answers for different questions. They need to be trained better, that is what they are there for to answer our question and leave us feeling confident when we hang up.

 

[diskids2]

I can't believe how poorly the CM's are trained...I called 3 times in an hour and got 3 different answers. I then called back a while later got another cm, I told her this is my 4th time calling with the same question. I told her I got 3 different answers from before so she asked me my question gave me the answer and it was the same as the one before her. I told her that she asked what the other answers were, she said that is not right and proceeded to explain.. I have called many times and got different answers for different questions. They need to be trained better, that is what they are there for to answer our question and leave us feeling confident when we hang up.

Unfortunately I find this an issue as well....But also find it with almost any call center I have to deal with.

 

[mbanks21]

Thats why you should ask your questions here first:]

 

[5boyz]

I'm with you mbanks because if have no idea you will just take their word for it because after all they are suppose to be the Disney Specialist, dont get me wrong I have some very helpful ones too!!!!

 

[OurDogCisco]

Man... I really think Disney is missing the boat on this. I said this before I got blasted in my response (on a different post) that you should be able to book the entire stay at once. You should not have to call back because you are switching resort. I can see calling back if you going off site but you are not and it is clear as day to them you are not leaving the property. This kind of stuff wastes everyone's time for no reason... I guess... I better get off my soap box.

 

[marylouwho]

Thats why you should ask your questions here first:]

AMEN to that!

 

[n2mm]

I made my call this morning just like I should as I am arriving on 07/06/09. I have a split reservation with DVC staying at two different locations, but never leaving the property for 2 weeks. I was told I could not make my ADRs until the date for my second DVC resort date! WHAT?

I called later and had no problems. I thought I could make reservations beginning with the day we arrive. Shouldn't everyone be on the same page?

I know stop complaining .... I got my reservations. It was just aggrevating.

The bright side is I have 90 days to go!!

Curious -- did you call right back and were you able to make your 90+10 with the second CM, or did you wait until the checkin in date of your second reservation. I have a split stay in July and am curious if I will be able to make all my ADRs with the first call or will have to call a second time. The recording says that if you are staying at a disney resort you can make all your ADRs -- so I just don't understand why some CMs are letting folks make them all and others are not. I guess I'll find out on 4/19 when I call for my July trip.

 

[domiii]

Curious -- did you call right back and were you able to make your 90+10 with the second CM, or did you wait until the checkin in date of your second reservation. I have a split stay in July and am curious if I will be able to make all my ADRs with the first call or will have to call a second time. The recording says that if you are staying at a disney resort you can make all your ADRs -- so I just don't understand why some CMs are letting folks make them all and others are not. I guess I'll find out on 4/19 when I call for my July trip.

I called back 2 hours later the same day (today). I knew, as previously mentioned, from this board we should be able to make our ADRs from day 1 of our visit. She had no problem making our ADRs. Then my daughter reminded me of an ADR she wanted, so I called back. At first the CM said I might not be able to, but she tried and again, no problem.

I honestly think the problem with the first one was she saw we arrived on 7/6 and departed on 7/8, but she wouldn't listen that we switching on 7/8 and departing on 7/17! We are actually have 3 different stays within this one visit. Anyway I look at it I am checking into WDW on 07/06/09 and leaving WDW on 07/17/09, where I stay on property during that time is irrelevant.

Just be prepared.

 

[billfatora]

Remember... the CMs are sitting in a room, with many other CMs, looking at a computer screen with a head-set on.... The cannot see what you see. They only see their screen, and the information that it gives them, from the information that you (we) give them to input. I assume that you gave them your first confirmation number for your "first stay" (as I understand, from 7/6 thru 7/8). Now, put yourself in their place. They are allowed to make reservations from "90 days out" and, if you are staying on property, "+10". You are staying on property, so you can make your reservations from "90 days out", but your reservation confirmation number for that particular stay probably reflects in the computer that your stay is for 7/6 thru 7/8. You are then "relocating" for another period from 7/8 thru... whatever.... Unless you give her your confirmation number for that particular "segment" of your stay... she (or he) has no idea, because the computer is telling her that you are staying there, under this particular confirmation number, from 7/6 thru 7/8. Further, if you do (did) give her an additional confirmation number for the stay from 7/8 thru 7/17, the CM is "seeing" that you are "to early" to make your "90+10" ADRs, because your "allowable period" would be "90 days out from 7/8... not 7/6. I completely understand what you are saying, and for all of us, it makes perfect sense for them to make your reservations for you. (by the way, from the 6th thru the 17th is actually a day more then 10 days) We all have to remember that they have a "set of rules" to go by, and they only have the information that their computer allows them to receive, and that is only after we supply them with the information they need. I do "software tech support" and, believe me, there is nothing more frustrating then to not be able to assist a client because they do not realize that I cannot see what they see, so I don't know what they are seeing or thinking, unless they give me the information I need to assist them. And please remember, where you stay "on-property" may be irrevelant to you, but it might be very relevant to them, since they are going by your confirmation number and the information that is supplied to them when they input it into their computer.... With all this being said, you would think that, for the amount of money that "Disney" makes off of "reservations", that they would have a better system and better training !

 

[n2mm]

I called back 2 hours later the same day (today). I knew, as previously mentioned, from this board we should be able to make our ADRs from day 1 of our visit. She had no problem making our ADRs. Then my daughter reminded me of an ADR she wanted, so I called back. At first the CM said I might not be able to, but she tried and again, no problem.

I honestly think the problem with the first one was she saw we arrived on 7/6 and departed on 7/8, but she wouldn't listen that we switching on 7/8 and departing on 7/17! We are actually have 3 different stays within this one visit. Anyway I look at it I am checking into WDW on 07/06/09 and leaving WDW on 07/17/09, where I stay on property during that time is irrelevant.

Just be prepared.

Thanks! This is the news I wanted to hear. My ADR day is a Sunday and am hoping to do all of my ADRs that day. The idea of trying to do it at work during the week will not go over well.

 

[mbanks21]

Remember... the CMs are sitting in a room, with many other CMs, looking at a computer screen with a head-set on.... The cannot see what you see. They only see their screen, and the information that it gives them, from the information that you (we) give them to input. I assume that you gave them your first confirmation number for your "first stay" (as I understand, from 7/6 thru 7/8). Now, put yourself in their place. They are allowed to make reservations from "90 days out" and, if you are staying on property, "+10". You are staying on property, so you can make your reservations from "90 days out", but your reservation confirmation number for that particular stay probably reflects in the computer that your stay is for 7/6 thru 7/8. You are then "relocating" for another period from 7/8 thru... whatever.... Unless you give her your confirmation number for that particular "segment" of your stay... she (or he) has no idea, because the computer is telling her that you are staying there, under this particular confirmation number, from 7/6 thru 7/8. Further, if you do (did) give her an additional confirmation number for the stay from 7/8 thru 7/17, the CM is "seeing" that you are "to early" to make your "90+10" ADRs, because your "allowable period" would be "90 days out from 7/8... not 7/6. I completely understand what you are saying, and for all of us, it makes perfect sense for them to make your reservations for you. (by the way, from the 6th thru the 17th is actually a day more then 10 days) We all have to remember that they have a "set of rules" to go by, and they only have the information that their computer allows them to receive, and that is only after we supply them with the information they need. I do "software tech support" and, believe me, there is nothing more frustrating then to not be able to assist a client because they do not realize that I cannot see what they see, so I don't know what they are seeing or thinking, unless they give me the information I need to assist them. And please remember, where you stay "on-property" may be irrevelant to you, but it might be very relevant to them, since they are going by your confirmation number and the information that is supplied to them when they input it into their computer.... With all this being said, you would think that, for the amount of money that "Disney" makes off of "reservations", that they would have a better system and better training !

 

[Tbelle1976]

Thats why you should ask your questions here first:]

 

[domiii]

Remember... the CMs are sitting in a room, with many other CMs, looking at a computer screen with a head-set on.... The cannot see what you see. They only see their screen, and the information that it gives them, from the information that you (we) give them to input. I assume that you gave them your first confirmation number for your "first stay" (as I understand, from 7/6 thru 7/8). Now, put yourself in their place. They are allowed to make reservations from "90 days out" and, if you are staying on property, "+10". You are staying on property, so you can make your reservations from "90 days out", but your reservation confirmation number for that particular stay probably reflects in the computer that your stay is for 7/6 thru 7/8. You are then "relocating" for another period from 7/8 thru... whatever.... Unless you give her your confirmation number for that particular "segment" of your stay... she (or he) has no idea, because the computer is telling her that you are staying there, under this particular confirmation number, from 7/6 thru 7/8. Further, if you do (did) give her an additional confirmation number for the stay from 7/8 thru 7/17, the CM is "seeing" that you are "to early" to make your "90+10" ADRs, because your "allowable period" would be "90 days out from 7/8... not 7/6. I completely understand what you are saying, and for all of us, it makes perfect sense for them to make your reservations for you. (by the way, from the 6th thru the 17th is actually a day more then 10 days) We all have to remember that they have a "set of rules" to go by, and they only have the information that their computer allows them to receive, and that is only after we supply them with the information they need. I do "software tech support" and, believe me, there is nothing more frustrating then to not be able to assist a client because they do not realize that I cannot see what they see, so I don't know what they are seeing or thinking, unless they give me the information I need to assist them. And please remember, where you stay "on-property" may be irrevelant to you, but it might be very relevant to them, since they are going by your confirmation number and the information that is supplied to them when they input it into their computer.... With all this being said, you would think that, for the amount of money that "Disney" makes off of "reservations", that they would have a better system and better training !

The DH who made the first call here.

I did explain that we had a split stay and that we were staying on property at different resorts. The CM told me I had to call back on the first day of the stay that included the date of the ADR I wanted. My only consolation is that I was chosen for the survey and did not give the call or the CM above a good rating.

On a side note they use to let you leave a phone number if you wanted to be contacted after you finished the survey, but now they tell you to go to the website for more feedback

 

[domiii]

(by the way, from the 6th thru the 17th is actually a day more then 10 days) We all have to remember that they have a "set of rules" to go by, and they only have the information that their computer allows them to receive, and that is only after we supply them with the information they need.

Uhm, wow, I am not sure I understand the tone of your response, but it seems there are others who may have the same situation and I am glad I gave them a heads up. As my DH explained, we did advise we had multiple locations we were staying during this particular trip.

And I am aware of the 10 days and did not make an ADR beyond the 10 days from the 6th so I did not go outside the 'set of rules', nor did I plan to.

Again, I am not sure of your tone, but we were put off by your comments. We have found these boards to be informative and a place to share opinions. This is my first time being admonished on the boards. We do not normally complain and understand how Disney works, we've been a few times.

Have a nice day.

 

[billfatora]

To "domiii",

So sorry ! I didn't mean it to sound that way... not at all ! Yet, I just re-read what I wrote, and I can completely understand why you would think that. Again, so sorry... it was not my intention. I repeat that I do "tech support" for a living, and (although I don't understand it) I am told, very often, how "patient" I am with the poeple I am assisting.... I know that I can get pretty nasty from time to time, but it's always with the poeple that call for assistance and then tell me what to do, or who don't like to listen to what I tell them.... All I meant was that, unless you convey to the CM what you mean... they can't really help you; and I have found that, very often, what I mean, just doesn't come out right when I say it. It's now what we say to them... it's what they hear from us. And worse yet, is the fact that they deal with computer screens and data bases that probably give them very few options to deviate from "black and white". Again, I apologize if yoiu misunderstood what I was trying to say; but, in reality, this goes directly to my point... I thought what I was saying was clear as glass when, in reality, it apparently was clear as mud ! So sorry....

 

[domiii]

billfatora

!!!

And thanks for the update. I, too, work with computers and understand giving the whole story. The thing is we did!! Oh, well. We got what we wanted any way. Sorry about misunderstanding your tone.

 

[billfatora]

Not a problem ! However, I've been doing a lot of reading about "ADRs" on this "board", as well as several others, over the last week or so. I believe I'm seeing a "trend". It seems to me that people are either getting in quickly, getting what they want (and when they want it) and getting out very happy - OR - they (like you) are having to wait, and then almost "fight" for what they want. I believe that, besides the lack of training, (as you stated and I completely agree !) they are changing "work stations" over to the new system, one or two at a time. So, if the CM hasn't been completely trained yet, and gets one of the "new terminals", well... enough said. And further, if they have been fully trained, but are still on "the old system", well... again, the same thing. I have been informed that "Disney" actually uses the same "platform program" that we use for the software company I work for.... I know that there have been major changes in the softwars, as they have moved through the last few versions. I also know that, with this particular company, some of the "newer version(s)" won't even communicate with some of it's own "previous version(s)". I am beginning to suspect that it will be quite some time before we see an over-all improvement. Anyway, thanks for understanding. There is a lot to be said for the tone of one's voice, and I really do appreciate that you took the time to "call me" on it. Again, many thanks... and hope you have a great time.

 

[billfatora]

For those following this post, you may also want to refer to:
"Nightmare making ADR's" post on this board.