Be very careful with Disney Phone Reservations

[MickeyMo'sBo]

Just had a very bad experiance with Disney Reservations,

I specifically asked the agent for the Free Dining and mentioned that I could be flexible on dates. I requested the Pop Century and he said it was available for my first choice of dates. Later I confirmed that dining plan was included and the agent said it was.

When I checked it on-line it only had the Magic Your-way plan and not the dining option.

Called back and talked to another agent and then a manager and they could not do anything about it. Either move up to Port Orleans for $500+ more or add dining at $78/pp/night.

While it may have been a miss-understanding on the agents part, to me it feels like a classic bait-and-switch move on Disney's part. Not what I expected from Disney at all. Especially after I had confirmed I had the right package....Unfortunately we have had to cancel.....:

 

[cara loves the poly]

Wow, unbelievable!

 

[duffy]

That really sucks.

 

[Cindy's Mom]

Just had a very bad experiance with Disney Reservations,

I specifically asked the agent for the Free Dining and mentioned that I could be flexible on dates. I requested the Pop Century and he said it was available for my first choice of dates. Later I confirmed that dining plan was included and the agent said it was.

When I checked it on-line it only had the Magic Your-way plan and not the dining option.

Called back and talked to another agent and then a manager and they could not do anything about it. Either move up to Port Orleans for $500+ more or add dining at $78/pp/night.

While it may have been a miss-understanding on the agents part, to me it feels like a classic bait-and-switch move on Disney's part. Not what I expected from Disney at all. Especially after I had confirmed I had the right package....Unfortunately we have had to cancel.....:

I don't know if I would call that a 'classic bait and switch". POP has pretty much been sold out of Free Dining since the date they introduced. All I think happened was that you had a CM who made a mistake. Granted, it was a HUGE mistake - I really don't think anything sinister was involved here.

 

[tinkerbellmagic]

That stinks that they did not have the dining on your ressie. Can you cancel the entire ressie and start over or would that not help your particular case?

 

[MickeyMo'sBo]

I don't know if I would call that a 'classic bait and switch". POP has pretty much been sold out of Free Dining since the date they introduced. All I think happened was that you had a CM who made a mistake. Granted, it was a HUGE mistake - I really don't think anything sinister was involved here.

Perhaps, but although I requested POP I did mention that we would be interested in any of the value resorts and could be flexible on dates. It was also frustrating that the manager had no interest in making things right -- either pay the higher rate or cancel reservation were the only choices. Maybe I am expecting too much but I probably would have taken a discount on the Port Orleans option. Again this just not the attitude I have come to expect from Disney Cast members.....

 

[disneydreamin-gang]

I would maybe go over that managers head or find an other manager to speak with. It seems there must be something some one can do. I would not give up that easy.

 

[Cindy's Mom]

Maybe I am expecting too much but I probably would have taken a discount on the Port Orleans option. Again this just not the attitude I have come to expect from Disney Cast members.....

I personally think you are expecting too much. I have yet to hear of WDW offering a discount for a moderate because the values are sold out during free dining.

 

[MickeyMo'sBo]

I personally think you are expecting too much. I have yet to hear of WDW offering a discount for a moderate because the values are sold out during free dining.

I would never expect a discount because they were sold out of one catagory, but even if the CM made a mistake I would expect them to try to make it right versus just cancelling the reservations. It just felt unDisney...

 

[sdy]

Did you ask to speak to Guest Relations?

I've had a couple of issues with the CR phone bank but those at Guest Relations have ALWAYS been able to set things right...including making rooms appear as if by magic.

They have the authority to make almost anything happen. And if the first person you talk to isn't able to help, escalate to a supervisor.

Good luck!

 

[M2DD's]

I would call and asked to talk to guess services they have the avalabilty to overide the computer system. Also, if you really want to go I would try a TA.My extended family just decided to go and were able to get 2 rms Allstar sports with free dinning. What were your dates? I wonder about all the rooms that opened up when people(including me) got upgraded to SSR or OKW. That would make me room open. I don't however think they will upgrade you to a moderate or give you a certain % off IMHO. Good luck with whatever you decide
M2DD's

 

[Renee1061]

Either move up to Port Orleans for $500+ more or add dining at $78/pp/night.

I thought the cost of the DDP was $38.99 per person per night.

 

[prost1964]

We made reservations the end of may and called back on June 2nd to confirm and pay the balance on one room. When I talked to the cm the rooms had been cancelled. Oh I forgot mention that we had paid for one of the rooms in full the day the ressie was made and paid the deposit on the other room.
We also had gotten an upsell to port orleans. Well back to the story. When we called back to pay the balence the cm said they had been cancelled. I asked what we could do. He said that the only thing he could do was to make a new ressie but since an upsell is a one time offer I would need to pay $1000 more. I kept saying this is not right we paid the the cm when we called the first time and they should be able to fix this. They said sorry there was no way to fix it. I just kept insisting there had to be a way to fix this after an hour and a half. After telling them ok and hanging up, having a nervous breakdown I called back and thought I would try a different cm. well thank goodness I got a disney angel named Quillan. She said no problem and said she got the ressie all straightened out with a little pixie dust.

All I can said is watch those ressies.

 

[disneydreamin-gang]

We made reservations the end of may and called back on June 2nd to confirm and pay the balance on one room. When I talked to the cm the rooms had been cancelled. Oh I forgot mention that we had paid for one of the rooms in full the day the ressie was made and paid the deposit on the other room.
We also had gotten an upsell to port orleans. Well back to the story. When we called back to pay the balence the cm said they had been cancelled. I asked what we could do. He said that the only thing he could do was to make a new ressie but since an upsell is a one time offer I would need to pay $1000 more. I kept saying this is not right we paid the the cm when we called the first time and they should be able to fix this. They said sorry there was no way to fix it. I just kept insisting there had to be a way to fix this after an hour and a half. After telling them ok and hanging up, having a nervous breakdown I called back and thought I would try a different cm. well thank goodness I got a disney angel named Quillan. She said no problem and said she got the ressie all straightened out with a little pixie dust.

All I can said is watch those ressies.

There is always someway to set things right. I hope the op calls again and can get it straightened out with a little extra pixie dust.

 

[MickeyMo'sBo]

There is always someway to set things right. I hope the op calls again and can get it straightened out with a little extra pixie dust.

No dice....Called back to Guest Services and they were unable to do anything else...So no Disney this year.......

 

[DisneyObsessed]

I feel so bad for you. I definitely wouldn't stop there. I would keep calling and getting to the highest person in charge. Remember, the customer's always right--especially at Disney. Good luck and pixie dust

 

[Stinky_Pete]

I would never expect a discount because they were sold out of one catagory, but even if the CM made a mistake I would expect them to try to make it right versus just cancelling the reservations. It just felt unDisney...

You are saying the CM made a mistake. That very well may have happened - I know it did once when I called DVC Member Services. But it doesn't sound like there is anything for Disney to go on here but your word.

If they offered discounts on room upgrades everytime someone said the CM made a mistake I'm sure there would be a lot more CM "mistakes," if you know what I mean. Every CM would all of a sudden be quoting crazy things - at least that's what the callers would say.

Unforunately they can't necessarily just take a caller's word of how things happened.

 

[grgich]

Unforunately they can't necessarily just take a caller's word of how things happened.

Are the phone calls recorded at CRO? Ya know, the thing you hear from some reservations that the call may be monitored for quality or something like that, maybe CRO also does that and they could actually "hear the conversation" to verify that the free dining package *was* confirmed.

 

[G8r4evr]

Are the phone calls recorded at CRO? Ya know, the thing you hear from some reservations that the call may be monitored for quality or something like that, maybe CRO also does that and they could actually "hear the conversation" to verify that the free dining package *was* confirmed.

Exactly what I was thinking. If I were the OP, I would call back and ask them to listen to the recording of the call (they are recorded, arent they?) At that point 1 or 2 things would probably happnen....1.) they wouldnt want to be bothered searching for the recording but would then me more prone to believing it was an error on the CM's part or 2) they would listen and realize the CM made a mistake.....granted, they could say they dont have access to the tapes, but I definitely would try that before settling for no trip at all =(

 

[novdisneydreams]

You know, there are still values coming up for some free dining dates in September. Just check online and find what you want and then call to make the reservation. I don't know that there are any rooms left at POP, but I saw some at Sports and Music earlier today. What dates are you looking for?