Anybody else getting new questions when making reservations?

[Momelie]

The last two times I've called for reservations - about 10 days ago, and then just now for this weekend, the people taking the reservation have been asking a whole lot more questions than they used to. Is this a new thing?

What's up with it - i.e., WHY do they want to know when I'm coming in? For heaven's sake, I'm making reservations for this Friday night, Saturday and Sunday lunch - ya think that might be when I'm staying???? And no, I'm not staying on property this time (they asked that, too) because I got a FANTASTIC FL resident room rate ($72/night) at the Royal Plaza.

I also want to know WHY they are asking what, if any, dining plan I'm on BEFORE they are checking availability. I understand them asking afterward, if they need it on the reservation, but before?

Or is it just me, and they want to know more before they let me in? Should I be paranoid, LOL?

I finally told them I'm local and DDE, but geesh - I'll happily answer after you give me my ADR. Asking before makes me think you're basing your availability on my responses.... and I hope that's not the case.

 

[momto2inKC]

They've always asked these questions everytime i've called. I'm not sure why they ask, especially since the reservation # is entered earlier in the call before they pick up. You would think the info would be right there in front of them.

 

[Chuck S]

They've always asked if I'm staying onsite, and where, and when. Of course, now they ask about the Dining Plan, too.

 

[Tink888]

It could be their way of making small talk while they wait for their computers to load or they could just be verifying the information they have in the system. They probably also try to track number of off-site guests who dine at Disney as well. But, I wouldn't be surprised if a certain ratio of tables are held for resort guests and I could understand why they might do that.

 

[Momelie]

I wonder what the difference is? Being local, we do quite a few day trips, and I'm always making reservations without a hotel, and sometimes without a DDE (when I forgot to bring it). I've never had them ask about that before.

Could it be whether or not you go through the "plan a vacation package" phone number or not? These last couple of calls were through the "Disney Dining" option, rather than the whole thing.

Oh well, got the reservations I wanted with no problems, so I'm not going to worry about it too much!

 

[mickeymouse1017]

I noticed that today also when trying to make ressies for June 2009. They wanted all of the information before they would check for availability. I have never had it happen this way before and it really has detered me from calling back. I think that I will just wait until I can check on-line and take my chances.

 

[kimbac3]

Ya know, I wondered why they asked if I was on the dining plan first.... I was thinking that maybe they hold some spots just for the dining plan

Who knows...it's the mystery that is Disney Dining

 

[BluOrchid2]

I also did not like that they wanted to know if I was on the dining plan before looking for a table for me, so I called right back and lied, saying I was not on a dining plan. Got the same results. One table at Ohana at 9:45 pm, which I passed on once again.

 

[Disney8704]

I to find it odd they wanna no what date we are checking in and where we are staying. But what I find REALLY odd is yesterday when I made a ADR. The CM asked me what my room number was! HOW on EARTH am I supposed to know what my room number is when Im NOT there?!! DUH!! And why would I tell a complete stranger what my room number is? They DO NOT need to know that info! Has anyone been asked what room number they are staying in? Yesterday was my 1st time being asked that question. However ALL the other times, same questions - checkin date, what resort and if we are on the DDP.

Wanna know something even MORE weird but kinda cool at the same time. Today when I went to make a change in my restaurant marrakesh ADR, the CM said oh I see your celebrating an anniversary - congrats. I said thank you but it dawned on me while I was making my new ADR time for RM, how on earth did she know that? Yes its been noted on a lot of my other ADRs about our anniversary but I NEVER told the CM who made my original RM ADR that we were celebrating our anniversary. Makes me think that maybe the CM who made my original RM ADR, they saw it on my other ADRs and decided to go ahead and add it on to that 1 to?

 

[moonpie85]

They've been asking me those questions for 4 years now so I dunno

 

[Tigerlily952]

I have been asked the questions many times but Never my room number, Yikes I would not be comfortable with someone asking that kind of question. Besides if I was calling for the upcoming weekend how would I know my room number. As far as the anniversary, Disney does keep track of things that you might mention in conversation, how else would the magic occur.

Tigerlily 952

 

[kaytieeldr]

I also did not like that they wanted to know if I was on the dining plan before looking for a table for me, so I called right back and lied, saying I was not on a dining plan. Got the same results. One table at Ohana at 9:45 pm, which I passed on once again.

Which would make it reasonably obvious that the question is NOT being asked because there's a limit on how many DDP reservations they will/can book for any given restaurant on any given day.

Instead, they ask so they can inform you, in addition to the standard stuff, how many Dining Plan credits are needed for that meal. You know? So do I. So do most DISers - but not every Disney Guest knows this information.

 

[kaytieeldr]

I to find it odd they wanna no what date we are checking in and where we are staying. But what I find REALLY odd is yesterday when I made a ADR. The CM asked me what my room number was! HOW on EARTH am I supposed to know what my room number is when Im NOT there?!! DUH!!

DUH! Maybe the CM meant reservation number. People misspeak all the time.

the CM said oh I see your celebrating an anniversary - congrats. I said thank you but it dawned on me while I was making my new ADR time for RM, how on earth did she know that?

Computer display. All dining reservations are linked to a telephone or reservation number - so when that number is entered into the program, all the information shows up (well, or needs to be scrolled through) on a single screen.

 

[Nancyg56]

I worked in a call center for years and while I have no experience with WDW centers I imagine their protocol is similar to ours. CM's have information that they are required to get, some for research purposes, some to guide the CM in the best and most efficient way to continue the call, and some to help the CM to provide information to the guest. We used to monitor our agents, consolidate our results and then reported our findings.

I would not think that the answers are used to "punish" those on the DDP, or used to determine availability but that the questions help the CM to make sure that you are given complete and accurate information based on your plans. I also think that they tend to stay structured in order to ensure that they do not forget to ask the questions that determine if they are allowed to make ADR's. It may not make sense to you on this particular call but when that CM is trying to determine if an ADR can be made 185 days out resort check in date matters.

 

[Chuck S]

They ask about the dining plan because there are a few restrictions that may apply to some things you are booking, like the Hoop-de-Doo. They would need to explain those restrictions to you.

As far as asking your reservaton and arrival date, all ADRs are linked to a hotel reservation or phone number. Asking the resort and arrival date verifies that you they have pulled the correct file up on the screen.

 

[LittleStinkerbelle]

I was asked for my room number once--when we got a last minute ADR for CRT. It was a few weeks before our trip but I think the CM mixed up the dates in his head and thought it was for a couple of days from then and that we were already there. I'm not sure why he would need that info -- maybe to get in touch with us if there wa a problem? But they could do that through the hotel...

I always assumed they asked for the date you are arriving to make sure you're within your 180 days. Sometimes they've asked when I'm way closer than 180 days, but I figure it's just a standard question.

I asked a CM outright if I had worse chances of getting a table being on the ddp. I was told no. I assume they ask so they can give you the spiel about number of credits etc.

 

[Disney8704]

No, she CLEARLY asked "What room number are you staying in?" How do you get that mixed up with whats your reservation number. Besides she already had my phone number because I gave it to her. They dont need both phone number and reservation number. They just need one or the other.

DUH! Maybe the CM meant reservation number. People misspeak all the time. Computer display. All dining reservations are linked to a telephone or reservation number - so when that number is entered into the program, all the information shows up (well, or needs to be scrolled through) on a single screen.

 

[DisneyDine]

The last two times I've called for reservations - about 10 days ago, and then just now for this weekend, the people taking the reservation have been asking a whole lot more questions than they used to. Is this a new thing?

What's up with it - i.e., WHY do they want to know when I'm coming in? For heaven's sake, I'm making reservations for this Friday night, Saturday and Sunday lunch - ya think that might be when I'm staying???? And no, I'm not staying on property this time (they asked that, too) because I got a FANTASTIC FL resident room rate ($72/night) at the Royal Plaza.

I also want to know WHY they are asking what, if any, dining plan I'm on BEFORE they are checking availability. I understand them asking afterward, if they need it on the reservation, but before?

Or is it just me, and they want to know more before they let me in? Should I be paranoid, LOL?

I finally told them I'm local and DDE, but geesh - I'll happily answer after you give me my ADR. Asking before makes me think you're basing your availability on my responses.... and I hope that's not the case.

If I may, i will clarify your questions. I am a Dining CM. You are asked if you are staying at a Walt Disney Resort for 2 reasons, the main one is if you are, I will then ask if you are on a dine plan. If you are not there is no reason to ask that of you since you cannot be on a dine plan. It avoids questions about the dine plan which you are not eligible for any way, thus saving us both time. The other reason is for contact purposes while you are staying with us. (In case we need to know how to reach you.)

There are two places on the dine application screen to input if you are on a dine plan. The first one is on the first screen we see before we see the availability. Some CM's ask for it right away to go ahead and input it at that time. I personally wait until I secure your table to ask. I'd rather you not think that being on the dine plan or not makes a difference because as far as availability goes, it does not. Disney is not saving tables for dine plan guests. All availability is available to all. I understand your concern on this one, it does make you feel like you are not part of a "special club" or something. LOL! For that reason I ask it after I secure your table.

Hope this was helpful!

 

[DisneyDine]

I to find it odd they wanna no what date we are checking in and where we are staying. But what I find REALLY odd is yesterday when I made a ADR. The CM asked me what my room number was! HOW on EARTH am I supposed to know what my room number is when Im NOT there?!! DUH!! And why would I tell a complete stranger what my room number is? They DO NOT need to know that info! Has anyone been asked what room number they are staying in? Yesterday was my 1st time being asked that question. However ALL the other times, same questions - checkin date, what resort and if we are on the DDP.

Wanna know something even MORE weird but kinda cool at the same time. Today when I went to make a change in my restaurant marrakesh ADR, the CM said oh I see your celebrating an anniversary - congrats. I said thank you but it dawned on me while I was making my new ADR time for RM, how on earth did she know that? Yes its been noted on a lot of my other ADRs about our anniversary but I NEVER told the CM who made my original RM ADR that we were celebrating our anniversary. Makes me think that maybe the CM who made my original RM ADR, they saw it on my other ADRs and decided to go ahead and add it on to that 1 to?

To clarify your questions...

When staying at a Disney resort once you have already checked in we are supposed to ask for your room number. This is just to locate you by phone if necessary. No other reason for it. I promise the dine CM's will not be showing up at your resort door, LOL! The CM you spoke to either in error thought you had already arrived or was just asking for the info requested on the page. The room number field must be filled in before we can proceed on all reservations whether you have checked in or not. If you have not checked in we put your check in date in the room number field. The other thing that is sometimes added there is the date you will be dining. This is always done for an offsite guest. That field has to be filled with something to proceed.

As far as why did they know it was your Anniversary? Well that's Disney Magic!! Some CM along the way who had access to your ADR's filled that in based on something you said or something they saw on another ADR of yours. I love to add notes to ADRs when a guest makes a statement like yeah we'll be there for my mom's 80th b-day & the kids wanna eat at Chef Mickey's, etc... she wasn't asking that the b-day be acknowledged but I add it anyway for the fun. Can you picture grandma's face at Chef Mickey's when the table is covered in confetti & they bring her a b-day cupcake?? Love that! Only wish I was there to see their faces!!

 

[mickeysgirl17]

Disneydine....thanks for clearing up all the questions.

I have always been asked these things and never had any problems with it. The only wierd thing that happened to me was that when I called to make my CP dinner package ADR yesterday, I was able to get Le Cellier, but then the CM said "Characters are subject to change".

I know for a fact there are no characters at Le Cellier, so I'm guessing she was a new CM.