BOG reservation cancelled via phone call - but not by me

[Devster]

Well, here's a tale of woe for you.

In the great February 25th rush, I was able to book a lunch reservation for my family at BOG for Saturday May 16th at 12:35pm (our last day there - we arrive on the 9th). Confirmation email was correct, every time I looked at our itinerary it was correct.

Log into My Disney Experience website today and it shows the reservation as at 1:25pm on Wednesday the 6th - three days before we even arrive! So I figure something is messed up. I call the phone number and they look into it.

Someone called into Disney this morning at 8:04 Eastern and changed my reservation. There's no information in their system on who called, or where they called from. The kind lady I spoke to said they have to verify callers and so there's nothing they could do. They can't move it back - as you can imagine, there's no lunch openings at Be Our Guest on the 16th now.

I asked if there was anything I could do to better secure my account like adding a security question or something, but they don't actually do that because they ask to verify callers. They recorded enough that the person called in, but the fact I have a unique password didn't help me at all.

 

[prettypatchesmsu]

Wow, just wow! That is awful! All I can tell you is keep checking a few days before, and maybe one will come open

 

[wishicouldgomoreofte]

OMG! I can't imagine how that could happen! Are you going with anyone else?
Keep checking, things open all the time. How many in your party?
If you can take any time that is open, I would certainly think you could get something, unless it is a large party.

I just did a quick check for a party of 4, and you are right--nothing available now. But there is availability for a party of 2 for May 9, 10, 11, 12, 15, & 16. I know 4 is not a large party.

 

[stazmatic]

You need to call back until you find someone with the authority to help you. Someone probably did call to change a reservation, maybe the numbers were off just a little bit and their reservation is now incorrect too. If you don't take no for an answer, and are polite, you will get this fixed.

 

[laura_<3]

Wow that's shocking! Definitely call back and speak to someone higher up.

 

[Sargeant Tibbs]

How many in your party?

 

[Devster]

Hi. Thanks all for the advice/comments; I'll have the app open on my phone all the time from now until then hoping to snag something. It's not a big family, just the three of us, so maybe something will open up.

I asked about whether there was anything they could do, but she was pretty adamant that they have identity checking procedures and that there was nothing they could do. I guess it's frustrating they didn't make the connection between my resort arrival date on the 9th and the fact the caller was setting the reservation earlier than that (on a day with no fastpasses!), but I don't know what they see in their system on their end. And I suppose people might stay off site before going over to a resort, so it's a conceivable scenario. One thing I didn't know is that the confirmation number stays the same if the time/date gets switched - and I didn't get an email notification when it was switched over the phone. It would be nice if Disney made changes to their procedures to let folks better secure their accounts.

Ultimately, someone had called, knew enough info about me and/or my reservation to bluff past the Disney Dining folks to get it changed. I don't understand how that may be - like I said, it's a unique password and the email account associated with it has two-factor authentication so I don't believe I got hacked (it's a pretty bizarrely specific thing for a hacker to do, to be honest) - or why it would be worth the bother unless they were freeing up a reservation slot for themselves. There's no way to see who pounced on the now free reservation that Saturday.

It's something folks should look out for I guess when looking at their info before a trip. I'm only half pulling the "woe is me" routine- this is such a weird and frustrating thing to happen that there's only so many places on the 'net that people would know what you're talking about and why it's a bad thing, so I gotta vent where I can.

 

[cakebaker]

I'd definitely call back and speak to someone other than the regular CM's.

Do you have some idea of who might have done this or why? The person calling had to verify a lot of information to make changes. Phone number, address, name on reservation, etc.

I'm leaning towards the CM handling the cancellation put in a wrong number somewhere and just wasn't paying attention. I would definitely call back. If Disney allowed someone to change your reservations, they need to fix it and I'm confident they would.
It's an adr- they can make exceptions and add someone- even when there isn't availability. It's not like a resort stay and there are no rooms. They can do this if you push it.

What would concern me if I were you is that if someone could do this with your adr's, they can do it with your resort reservation. You might see it quicker if it happened, but with the resort- if they're booked, they're booked and there is no getting it back.

I would think Disney could flag your account for additional security measures. You surely are just not at the mercy of whoever did this doing it again.

 

[dashofsunshine]

This is insane. I am laughing in disbelief, but really I am just mad for you! Someone lied and cheated for a RESTAURANT RESERVATION! I am just sitting here like...what?!?! Seriously, that's sad. I am so sorry that people suck that much, and that BOG is apparently a big enough deal for someone to pretend to be you over the phone. I hope someone is able to fix this for you, or that you are able to get another reservation good grief!

 

[mom2rtk]

I think the most likely scenario is that someone else called to cancel something and they transposed some numbers or something.

OP, please don't settle for stalking the dining site to find a replacement time. Please call back and don't stop until you talk to someone who can fix this. Nobody logged into change your reservation. You know that. Don't let them convince you otherwise.

 

[dashofsunshine]

I agree. There has to be some way to fix this. You did nothing wrong. Disney will generally do what they need to do to make their guests happy, especially if it wasn't your fault. I would call back and don't give up until they fix it for you!

 

[mom2rtk]

OP, if you don't get an answer, email Disney from the "contact" link at the bottom of the Disney website and tell them you need to talk to a representative.

 

[Devster]

Well. I called Disney Dining back again and this agent was still pretty adamant there is nothing they can do to revive or replace the old reservation, even going so far as to distance themselves from the other agent ("I don't know what happened with the other agent"). I did notice that they initially only asked me the confirmation number and didn't ask my name or telephone number until later, so the theory that they're just not doing their checks and a number got transposed on another call is feeling more valid.

However. Good person Sargeant Tibbs came to my rescue. They snagged a two person reservation for earlier in the day that they subsequently dropped over to me. I was able to grab a 1 person reservation on my dw's account at a close enough time that I expect them to wave us through as a trio.

I'm still a little hooped because it overlaps our Anna & Elsa Fastpass+, but maybe we'll eat quickly and be able to zip down and make it. I'd rather eat anyways.

 

[Under the Library]

Whoa! This stinks, I am so very sorry. I am spooked now because I'm hoping to get a BOG reservation for our trip. Because *I*, a grown 32 year old woman, reallly wants to eat there.

Kudos to the fellow member that helped you to get it sorted. But I really wish Disney could've done something more for you.

 

[mummabear]

So Disney thinks that rather then a case of a cm making a mistake that someone who knows enough about you and your trip to be verified called to change your reservation just to mess with you...

 

[mummabear]

I think the most likely scenario is that someone else called to cancel something and they transposed some numbers or something.

OP, please don't settle for stalking the dining site to find a replacement time. Please call back and don't stop until you talk to someone who can fix this. Nobody logged into change your reservation. You know that. Don't let them convince you otherwise.

OP as above, this should not be your problem to solve but Disneys. Email them re your over 2 plus 1 person reservations and FP+ time for A&E and that they will need to make this work for you, anything less is unacceptable

 

[dismomtfj]

I had to call a few days ago because we all of a sudden had two reservations I never made! Fortunately none of our others were touched (I frantically looked...we leave in less than 30 days). Someone, somewhere is missing their Beaches and Cream and Ohana Reservations for 6-I know the CM didn't look because we are only a party of 4.

I am now paranoid and checking our reservations every day. I also don't want to be charged for something we don't show up for!