Can’t modify resort online have to call

[HopperFan]

No matter what it is bad training because it is wrong
There is never any excuse for bad training

The fact that the entire time I was on hold (Monday) a recording kept coming on telling me to go online and I can take care of it myself is Disney saying you could do it that way ... tells you there are holes in their training, or a CM who was filling their own blanks.

 

[Mackenzie Click-Mickelson]

No, Sorry. If they've been trained to tell a guest that you could never change a reservation online that is bad training. You can't spin it any other way. The correct training would be that it was possible but is not now. Even temp or perm is not significant technically. But to tell a CS rep to tell guests it was never possible is flat out wrong. How on earth can you not see that? I sure hope you are not responsible for company wide training protocols ever. To give out incorrect info is never the way

Never claimed they were lying by the way. I said it was bad training.

Agree to disagree

 

[Mrs.AMC]

Wondering if they may be trying to close the loophole of people booking a dummy room to be able to book dining at 60+10 and then cancelling. Easy solution--go back to being able to book six months ahead. In those days, things rarely sold out until much closer to the trip except a few like CRT and O'hana. I hate the 60 day 6am reservation dash.

Just making you call won't stop that. Only thing to stop that is to make them non-refundable and I don't see them doing that. Besides, it's really easier to find more dining within 2, 3 days vs. 60 days any way. It's almost a waste to book at 60 days. I just wait now. Tons pop up last minute

 

[trishadono]

No, Sorry. If they've been trained to tell a guest that you could never change a reservation online that is bad training. You can't spin it any other way. The correct training would be that it was possible but is not now. Even temp or perm is not significant technically. But to tell a CS rep to tell guests it was never possible is flat out wrong. How on earth can you not see that? I sure hope you are not responsible for company wide training protocols ever. To give out incorrect info is never the way

Never claimed they were lying by the way. I said it was bad training.

I agree! I have always been in charge or training, this is just not correct.

I book several times a year. I used the modify button the day before arrival in March. If I can’t cancel online sometimes the app “ cancel” button works . I have not had to call unless I’m adding a guest/deleting a guest or changing dates.

At least for both of my calls yesterday I waited 5 mins or less. Way better than post Covid.

 

[lotsohugginbear]

They definitely are losing out on me spending more. I saw a more expensive room for my dates that was in club level and I was tempted to make the switch but it was 11 at night so I would have to double book to do it and then cancel later. Too much of a hassle

I so agree with this FSU Girl. I am always looking for club levels or room upgrades.
Even if I see something I want online, it could be gone by the time I get through on the phone. I do sometimes book multiple overlapping rooms, but then I end up second guessing. I definitely spend more with the modify/change button. Multiply by all the dis boarders on this thread and they are really missing out!

 

[rick1zoo2]

Yesterday I needed to call in to cancel a resort reservation, as I couldn't modify it and had to book a new one. I spoke with "Chicago" who was very nice and helpful. I asked about the recent change and why, he responded that he no longer asks why about things like that, as they never explain things to them. When he first started working there, he would ask, but no longer. We had a good laugh about that.

My theories:
1. hopefully fixing the functionality that might allow changes to a reservation when there isn't additional availability - such as shortening a resort stay, the system is actually trying to replace the current reservation with a new one, it doesn't recognize that you actually have the room for those nights.

2. Maybe they have increased the call center staff to a point where they actually need more calls to keep them "busy". I noticed there was no wait time yesterday when I called in.

 

[Sarahslay]

The problem today is that I saw an AP discount for my mid June trip, can't modify it like I used to be able to (which would have taken 2 seconds to do) so I have to call....and it is giving me the "all circuits are busy" message -_- . So not only is there not a wait, I can't even get through to change anything. So I either have to double book and hope I can get through later to cancel it, double book and try going on the app to the reservation page and cancel (if it works), or hope the room discount is still there when I finally do get through. This is such a pain!

 

[Marrila]

The problem today is that I saw an AP discount for my mid June trip, can't modify it like I used to be able to (which would have taken 2 seconds to do) so I have to call....and it is giving me the "all circuits are busy" message -_- . So not only is there not a wait, I can't even get through to change anything. So I either have to double book and hope I can get through later to cancel it, double book and try going on the app to the reservation page and cancel (if it works), or hope the room discount is still there when I finally do get through. This is such a pain!

If it involved a good savings, I wouldn't hesitate to double book online. Calling to cancel the extra reservation is annoying, but it's better than missing a deal.

 

[Sarahslay]

If it involved a good savings, I wouldn't hesitate to double book online. Calling to cancel the extra reservation is annoying, but it's better than missing a deal.

It saves $308, so not HUGE but not nothing either. I am finally on hold, but it's saying over 90 minute wait. When I tried putting in my resort reservation number it told me "I'm sorry, we are currently experiencing technical difficulties" (huge surprise), so we'll see what happens.

 

[rick1zoo2]

It saves $308, so not HUGE but not nothing either. I am finally on hold, but it's saying over 90 minute wait. When I tried putting in my resort reservation number it told me "I'm sorry, we are currently experiencing technical difficulties" (huge surprise), so we'll see what happens.

I got that same message yesterday. While waiting on hold, I would go ahead and book the new one, then cancel the other one when you finally do get through on the phone. You have up to 5 days prior to the trip to cancel for room only reservation.

 

[VrBchJ]

The problem today is that I saw an AP discount for my mid June trip, can't modify it like I used to be able to (which would have taken 2 seconds to do) so I have to call....and it is giving me the "all circuits are busy" message -_- . So not only is there not a wait, I can't even get through to change anything. So I either have to double book and hope I can get through later to cancel it, double book and try going on the app to the reservation page and cancel (if it works), or hope the room discount is still there when I finally do get through. This is such a pain!

The same thing happened to me this morning. The AP discount I've been watching for appeared for my May 24-26 trip. I got the "all circuits are busy." I called later and after 45 minutes on hold I hung up and double booked before the discount disappeared. Another hour on hold to cancel original reservation. I had to get back to work so I hung up. I'll try again tomorrow AM and hope for better results. It's very frustrating to say the least.

 

[Sarahslay]

The same thing happened to me this morning. The AP discount I've been watching for appeared for my May 24-26 trip. I got the "all circuits are busy." I called later and after 45 minutes on hold I hung up and double booked before the discount disappeared. Another hour on hold to cancel original reservation. I had to get back to work so I hung up. I'll try again tomorrow AM and hope for better results. It's very frustrating to say the least.

I just double booked and am now actually waiting on a call back, I've never had that happen before! It ended up saving me $345 after the tax difference, and that covers a lot of food. Not that I usually worry too much about cost when it's not HUGE amounts, but I have a lot of Disney park trips planned over the next year and I just want all the savings I can get.

 

[Sarahslay]

I got that same message yesterday. While waiting on hold, I would go ahead and book the new one, then cancel the other one when you finally do get through on the phone. You have up to 5 days prior to the trip to cancel for room only reservation.

I did just that, and then a voice came on telling me my wait would be "estimated 53 minutes....would you like to leave a message and receive a call back from a representative when it is your turn" and I was like "heck yes!" So now I just have to try to not set my phone down and walk away from it, but at least I have the new room booked and just have to cancel the old one, which is such a pain but I'll deal.

 

[Sarahslay]

That was the most bored and "I've had enough of this job" phone CM I've ever had. I told him what I was doing and he let out this huge sigh and was like "Ok.....whatever....." *sigh* (but atleast it's done)

 

[FSU Girl]

That was the most bored and "I've had enough of this job" phone CM I've ever had. I told him what I was doing and he let out this huge sigh and was like "Ok.....whatever....." *sigh* (but atleast it's done)

Weird they’re usually more chipper. I swear once I was talking to Snow White lol. I’ve always wondered if it was her real voice

 

[emily nicole]

If this change is permanent, I might book using a TA for the first time. Better to have them help with making changes if it must be done via phone.

 

[BridgetR3]

I'm glad to find this thread as I thought that it was only on my end. Even in my travel agent portal, the reservations say that I have to call to modify or cancel.

 

[Sarahslay]

Weird they’re usually more chipper. I swear once I was talking to Snow White lol. I’ve always wondered if it was her real voice

Seriously, it was so weird! I've gone on 20+ trips in the last 5 years, I've had to call more than my share of times, and this call was just weird. Thankfully he did warm up to me when he realized I had done all the work for him, knew the exact reservation I wanted to cancel (and had gone over it many times to make sure I didn't mess up), and wasn't asking him to do anything crazy which I think is what he though I was doing. I'm sure with all the MNSSHP tickets and all that he's not loving things right now, he was just over it, but I did make him laugh so that's an A+ on my end. This is making me think twice about pre-booking rooms before discounts come out though, if it's gonna be this hard to change things I don't want to do it!

 

[TammiMcMan]

I called this morning to add two days onto an existing stay. There was a projected 31 minute wait, which I didn’t think was too bad at 10am, but then got the option to have someone call me back. Provided info and within 10 minutes I was on the phone with an agent. I stayed on for the survey and then went online to add more info to the survey I completed. It gave me an opportunity to write a comment, so I indicated that while their literature and even on hold message states to modify online, that feature has been missing for the past few weeks. I added that it is very frustrating having to call and wait in a lengthy queue for something we could previously do ourselves anytime. Fingers crossed it will come back. Thought maybe it had to do with freezing things for the resort sales of MNNSHP, but who knows. I miss it!

 

[VrBchJ]

I wrote to guest services about the removal of the modify/cancel buttons. The reply repeated what CMs have told me "Historically reservations need to be changed, canceled or modified by calling us. Package reservations are allowed to be changed or canceled from MDE." I've never had a package reservation but have always made changes online.

Sounds as if calling for every little thing is the new normal.