Can’t modify resort online have to call

[FSU Girl]

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.

That’s crazy they can say it never existed. I used it so many times and have never booked a package either

 

[KayMichigan]

We've modified and canceled bookings online, too. For Disney to tell us that we've never been able to do it that way is a blatant lie on their part. Seems like gaslighting to me.

 

[Mrs.AMC]

We've modified and canceled bookings online, too. For Disney to tell us that we've never been able to do it that way is a blatant lie on their part. Seems like gaslighting to me.

I can’t fathom why they say it has not been possible
I check in on Sunday to a room only stay that was modified online by me

I can even tell them the day I did said modification, 4/23. Not so long ago

Have another stay on 5/26 that I modified online on 4/14

 

[DizneyLizzy]

I also had to cancel a resort reservation by phone. Cancel button mysteriously gone for the first time ever. The conversation took all of two minutes once I got through, but I found it interesting that the Cast Member asked why I was canceling. Anyone else get that question? I thought maybe it’s a new way to get feedback.

 

[KayMichigan]

I can’t fathom why they say it has not been possible

Sounds like a deflecting tactic so they don't get any flack for taking it away. But it's a flat out, bald-faced lie.

Now, maybe the CM is brand new and doesn't know they used to have the cancel button, but for them to tell us that we're wrong and have never had that option is just plain ridiculous. Like I said, it's a gaslighting tactic to make us think we must be wrong and crazy for remembering how they used to do it.

 

[nw6675]

I also had to cancel a resort reservation by phone. Cancel button mysteriously gone for the first time ever. The conversation took all of two minutes once I got through, but I found it interesting that the Cast Member asked why I was canceling. Anyone else get that question? I thought maybe it’s a new way to get feedback.

I have been asked that every time going back years. I assume they have a box to check or something. I am a frequent flyer canceler

 

[Sarahslay]

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.

This is what the guy told me, that you always had to call to modify room only reservations. Then I said "no, I'm notorious for changing my reservation and have NEVER had to call to modify my resort, room type, or discount". It even says on the recording to check the website, its almost like they're trying to gaslight us in to thinking it's always been like this, but the guy was like "are you serious? I didn't know that" so either it's an IT loophole they finally closed after many years, they have really misguided new CS CMs who just assume the new way is the way it's been, or they are trying to convince us that we're all crazy.

 

[FSU Girl]

This is what the guy told me, that you always had to call to modify room only reservations. Then I said "no, I'm notorious for changing my reservation and have NEVER had to call to modify my resort, room type, or discount". It even says on the recording to check the website, its almost like they're trying to gaslight us in to thinking it's always been like this, but the guy was like "are you serious? I didn't know that" so either it's an IT loophole they finally closed after many years, they have really misguided new CS CMs who just assume the new way is the way it's been, or they are trying to convince us that we're all crazy.

Maybe it’s new CMs. When I called to modify my reservation and mentioned the missing buttons the girl I talked to didn’t know the buttons had disappeared and she thought it was a glitch

 

[Sarahslay]

Maybe it’s new CMs. When I called to modify my reservation and mentioned the missing buttons the girl I talked to didn’t know the buttons had disappeared and she thought it was a glitch

There are a lot of new CMs so I wouldn't be surprised. It just made me laugh a bit when he kept trying to give me suggestions of things to do as if I'd never been to places or heard of stuff, and kept saying "You're probably not familiar with the my disney experience app....." and I had to stop him after he said that for the 5th time, and told me "a lot of people don't know about the Boardwalk area outside of the back entrance of Epcot.....did you know there is a back entrance called 'international gateway'?" and I was like "Yeah, this particular trip is my 22nd trip in 5 years, I have stayed at those resorts several times...." and he was like "Oh....well I guess you know all this...." I kinda felt bad, but I KNOW he could look at my account and see I even have a trip coming up at BWI in 3 weeks, just 1.5 weeks before the trip I was calling about.

 

[FSU Girl]

There are a lot of new CMs so I wouldn't be surprised. It just made me laugh a bit when he kept trying to give me suggestions of things to do as if I'd never been to places or heard of stuff, and kept saying "You're probably not familiar with the my disney experience app....." and I had to stop him after he said that for the 5th time, and told me "a lot of people don't know about the Boardwalk area outside of the back entrance of Epcot.....did you know there is a back entrance called 'international gateway'?" and I was like "Yeah, this particular trip is my 22nd trip in 5 years, I have stayed at those resorts several times...." and he was like "Oh....well I guess you know all this...." I kinda felt bad, but I KNOW he could look at my account and see I even have a trip coming up at BWI in 3 weeks, just 1.5 weeks before the trip I was calling about.

I wonder if what they see is restricted. I mention I’m an annual passholder and they seem to have no idea until I mention that. And I definitely feel I know more than some of these CM, some who probably have never been to Disney. Poor guy was probably excited to share his knowledge with you lol

 

[LuvLDM]

I find this so strange. Most corporations *want* you to utilize the website as much as possible, keeps call volume/wait time down.
I much prefer using online resources, I hate talking on the phone.
That said, Disney website has always been kind of terrible. (Still prefer it to calling though, lol)

 

[pigletto]

I wonder if it could be to get a more accurate picture of what rooms they have in their inventory and discourage people from holding multiple reservations? I know I’m less likely to book a “maybe“ reservation if I have to call and cancel every time.

 

[focusondisney]

Disney’s IT Dept has been terrible for years. I’m not convinced this is an intended & permanent change. Before Covid shut down, Disney was moving to guests doing more online. I don’t think they really want more phone calls. I think the online change/ cancel options will come back. Although they have been pushing packages for some reason. So if anything, maybe they’re trying to get more people to book packages instead of room only.

 

[VrBchJ]

Since I didn't get a satisfactory answer from Guest Services I wrote to Guest Relations. "While we understand your desire to make changes and cancelations online for a room-only reservation, the system was not designed to do so. The ability to make changes and cancelations is available for online for package reservations only."

I mentioned in my email that I had been making room only changes for months and that I'd never made a package reservation. That bit of information was completely ignored. If all these Disney departments and Cast Members deny our experiences and continue to say online changes have never been an option I think we can assume online changes are a thing of the past. Even though as far as Disney is concerned it never even existed!

 

[TISHLOVESDISNEY]

Since I didn't get a satisfactory answer from Guest Services I wrote to Guest Relations. "While we understand your desire to make changes and cancelations online for a room-only reservation, the system was not designed to do so. The ability to make changes and cancelations is available for online for package reservations only."

I mentioned in my email that I had been making room only changes for months and that I'd never made a package reservation. That bit of information was completely ignored. If all these Disney departments and Cast Members deny our experiences and continue to say online changes have never been an option I think we can assume online changes are a thing of the past. Even though as far as Disney is concerned it never even existed!

I don't even...

 

[FSU Girl]

Since I didn't get a satisfactory answer from Guest Services I wrote to Guest Relations. "While we understand your desire to make changes and cancelations online for a room-only reservation, the system was not designed to do so. The ability to make changes and cancelations is available for online for package reservations only."

I mentioned in my email that I had been making room only changes for months and that I'd never made a package reservation. That bit of information was completely ignored. If all these Disney departments and Cast Members deny our experiences and continue to say online changes have never been an option I think we can assume online changes are a thing of the past. Even though as far as Disney is concerned it never even existed!

Crazy. How can they deny some existed. And I’m pretty sure those buttons have been there for years

 

[TISHLOVESDISNEY]

Crazy. How can they deny some existed. And I’m pretty sure those buttons have been there for years

Yep, and, I remember them disappearing a couple years ago, and then suddenly reappeared.
Who knows....

 

[Thenollyon]

Yep, and, I remember them disappearing a couple years ago, and then suddenly reappeared.
Who knows....

Yes. Years. We have actively canceled or modified room only reservations for years. This is truly bananas.

 

[VrBchJ]

If we've all been modifying online for so long why don't any of the CMs we've asked or contacted about it know it's been an option for months/years?

 

[SL6827]

I like the thought that doing it online was too easy and you could just hold numerous reservations at one time until you figured out which one you wanted, maybe? There must have been a way that this was giving Disney a disadvantage with room bookings?