Awkward ADR Call Experience

[SlipKid918]

Perhaps my experience is not atypical, but I felt it was an extremely painful and awkward process making 3 ADRs tonight. The first one was for the Maya Grill breakfast buffet, which I probably don't need an ADR for anyhow, but I wanted to make sure I got a time I wanted. At first I asked for 7:30 am to which my wife laughed at me so I asked if I could switch to 8 and the woman then said "ok, why not get one at 10 and one at 9 too since you already have 2 reservations". She then said, ok, do you want the 8:30 one or not? Then I said ummm I actually wanted it for 8 and not the one for 7:30. Maybe their reservation system is very difficult to use and I'm just ignorant of it, but I didn't think asking to change the time by half an hour was THAT hard.

The next couple reservations went fine more or less, but the whole experience left a weird taste in my mouth and I feel dread for when I have to call in the future to schedule ADRs for my trip in March. Has anybody else had just plain odd calls when trying to make ADRs? By the way, on my first attempt to make them, a guy answered the phone and then never said another word for 5 minutes before I hung up, maybe it's just me!

 

[ransom]

Last year, I had no problems at all. This year, I had to call twice and the first one went off without a hitch. The second one...

The reservationist seemed very confused. A typical reservation would go something like this:

Me: "I'd like to get something around 6 PM at Mama Melrose's."
Her: "I only have 5:30 or 8:00 available."
Me: "Okay, 5:30 is fine."
Her: [typing] "Okay, I have you booked for 5:00 at Mama Melrose's."
Me: "5:00?"
Her: "Oh, no, I meant 5:30."
Me: "So I'm booked for 5:30, right?"
Her: "Yes."

Of course, I called back later and spoke to someone else, and I was actually booked at 5:00. If I'd shown up at 5:30, I'd have been out of luck!

Similar episodes happened on several of the ADRs I booked that day.

 

[Luv2Roam]

I had one today too. The first person transferred me (to the wrong area).
Like you, I thought what is so hard about Disney Dining making a January ADR for a WDW resort restaurant?
Even the person I was transferred to wanted to know the name of the person who basically dropped me off on her phone.
Sadly, the second person just wanted me to call back into Disney Dining (again). I was a little firm and stated that was the number I called. (I thought why should I have to be on hold a third time just because the first person was inept, and the second was to book something other than dining?)
I was given to a third CM who was VERY nice and obviously experienced.
But I wish I had gotten the name of the first person.
Not to say it was not a CM you or I dealt with initially, but there are others (not CMs) who answer overflow phones at non-Disney locations in the U.S. They serve other companies besides Disney. So I would guess are not as well versed.

 

[Sammie]

Ok you asked, did not sound awkward to me at all.

Sounded like someone answering thousands of calls daily, in a very crowded area where she can hear everything the people next to her are saying and simply was funning with you, that maybe before you call you might want to be sure what you want.

It is not that their system is that hard, it's just they are very, very busy, and they book them even to every 15 min intervals.

I would not give it another thought. However the next time I would know what I want before you call. Also have a second and third time choice in case your first time is not available. The more organized you are, the smoother it goes.

 

[all4disney98]

I have not had a bad experience making ADRs, but I have read threads where people have had weird experiences.

I actually had a CM hang up on me a couple of weeks ago. I called and asked him to double check my ME information because my itinerary listed that I was booked ME for departure only. He checked it and said it looked fine on his end. I know what I was reading in front of me and asked why it would say departure only and he said it was because I gave our incoming flight information late. I explained that I gave both flights at the same time when I booked the trip last April. He said it was fine (not very friendly at this point). So I asked if he could give me the number to ME (very nicely I might add) so they can just verify why the itinerary and vouchers said departure only. Without saying a word he put me on hold and another CM answered at guest services. I told her I was confused on what just happened and how I got there and she laughed and said she would connect me to ME directly.

I am happy to say that I am not crazy (well, at least in this case) and I was truly only booked for ME on departure and not arrival. They fixed everything. Lesson learned, don't be intimitated by someone and go with your instincts!!!!

You may want to call in a few days and just double check your ADRs if you are that uncomfortable with the phone call you had. It takes them just a few seconds to pull them up so I don't think it is really a bother.

Have a great trip!!!

 

[emh1129]

I think that definitely sounds awkward & the CM was less-than-friendly.
I've had two experiences like that total, so there have been far more friendly CMs to outweigh the 'bad nuts'
Chances are that you'll get a great one next time

 

[lynninpa]

..and the woman then said "ok, why not get one at 10 and one at 9 too since you already have 2 reservations."

Maybe the CM thought you were trying to "double book" ADRs?

 

[karrit2000]

I too have had some strange experiences with Disney Dining reservations. I can usually tell right away if the CM knows what they are doing. If I don't find them to be very helpful I limit what I'm asking for and call back another time. There are a few wonderful CM's who go the extra mile to try to secure a reservation for you by doing some creative booking, such as two tables for 2 if they don't have a table for 4 available. The only problem with having to call back over again is wading through the menu and waiting on hold for an indeterminate length of time.

 

[cymbaldiva]

Sounds like the rep was being on the borderline of snappish to me ...

I wouldn't have been amused

 

[rcraw45425]

I've had a few loo loos through the years but the best (or worst) was a CRO guy that booked my reservation (the old way before they tried to press you to give a CC#. I called back 15 minutes later to change it only to find out that he had noted that I was only shopping and didn't book me, even though I had a confirmation number! Needless to say I was hot for quite a while. I've learned that if you don't like the answer you're given or the way you are treated, hang up and call back. It's a shame it has to be that way. I try to be friendly and courteous, actually had a guy the other morning tell me when he made my reservation that I was the first friendly person that he had talked to so far and it was 11AM!

 

[septbaby]

Keep in mind that Free Dining is going to bring newbies into the ADR system. Before planning this upcoming trip I had only ever made one ADR in my life. So now those with trips just days away many are calling trying to get ADRs, heck many may even be on site and just now realizing they need these things. These people are probably just insane to deal with. CMs probably have a few stories of their own to tell. So though she was probably a bit too curt with you, think of it as taking one for the team. You have my thanks. I've had excellent CM experiences in my many calls planning this trip

I am in the restaurant business and when we run extremely price driven campaigns(like free dining) we see "not our usual customer". These guests come in for the deal. Hopefully we do a good job with food, service, atmosphere that we earn some new customers. However, my colleagues and I have a pile of stories, laughable now that the experience is over, that we could tell.

Think of it this way, you have your ADRs, let the magic begin.

 

[canwegosoon]

Sorry that sounds weird. I wish that we could make our own ressies...like ticketmaster or have a CM make them, or atleast be able to see them online. I love getting a print out when I am at the hotel...

 

[Cheshire Figment]

When you call Walt Disney World, unless you really know a direct number, you will get one of two offices.

The Disney Reservations Center (DRC) includes Walt Disney Travel Company (WDTC), Central Reservations Office (CRO), Disney Dining, and some other lesser known information lines. To the best of my knowledge the DRC locations are in the International Drive area, Tampa, Kansas City and somewhere in Texas or even Utah. There may be more. Some of the people working at the DRC call centers may never have been to either WDW or DL (or both).

The Main Switchboard (407-824-2222) is also where all calls to Disney Resorts go if you are dialing the phone number on the back of your reservations form. Also that is where calls go if you dial the Operator from your room, and possibly even calls to the Front Desk. The Main Switchboard people will, if asked, also identify themselves as Guest Services. They can put you through to any number on WDW.

At both DRC and MS they have access to a computer which has lots of Guest Information and it is very well organized. Actually, all CMs who have access to a terminal, or who even can access the "Cast Portal" from off-site, have access to this Guest Services information. I will often open an extra window when I am responding to people and go into the Portal for the latest official information.

The people at DRC and MS do not deal with upgrades, partially used tickets, or problems related to tickets. They do not know all the rules. The people at DRC can sell unused tickets; the people at MS don't deal with tickets at all.

The people who work in the ticket booths at the Parks or in Guest Relations at the Parks (and this includes TTC, the Water Parks, and GRO in DTD) deal with ticket upgrades and unusual problems on a daily basis. I would not say that someone you talked to on the phone lied to you, but just they were attempting to answer a question when they really did not have an answer.

 

[kcrew]

I think I have talked to about 50 CMs in my quest for ADRs, and either a lot of them really don't know the system, or they just don't want to bother. For instance I asked one CM to let me know what restuarants were available a certain date for dinner and she told me there were 100+ restuarants to check and it would take an hour, and when I pressed the issue my call was mysteriously dropped to the survey--guess what--I actually completed the survey for the 1st time! Another time I called and started my laundry list of requests to no avail and then the CM told me it would be much easier if she just searched for what WAS available that night!