Can’t modify resort online have to call

[Sarahslay]

I just want to say, I had to call and make a complete change to my DLR reservation last night, and compared to my WDW CM experience I wish they could learn what they're doing different there that WDW isn't able to do. I waited on hold for 10 seconds max, then an awesome CM came on that didn't groan when I told her what I needed (like my WDW CM did despite me having a very easy problem to solve and me not trying to pull one over on them, just the system changing how we do it). The whole call would have been done in less time than the "did you know you can modify your resort reservations online...." spiel they have while we wait on hold, expect she was friendly and we chatted about churros for 5 minutes. I wouldn't mind calling if WDW had that experience, but I have the exact opposite with horribly long holds and not so thrilled CMs, they'll achieve me not changing reservations by me not wanting to make them in the first place.

 

[Mrs.AMC]

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.

If so it's going to have the opposite effect. This will cause people to have multiple reservations since you can't modify the one you have, you need to book a new one before it's lost and the call to cancel

 

[Mrs.AMC]

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?

There's no way all of them are so new they didn't know about it. Even with the current turn over
They've been told to deny it was possible for some ridiculous reason

 

[Mrs.AMC]

I got very lucky and had the CM at the resort cancel my upcoming stay for me
I rebooked the room I wanted since we couldn't modify and just happened to ask as we were checking out if they could cancel the stay we no longer wanted and he could, and did. He too had heard about the loss of the option to do it online and rolled his eyes that it was never an option.

What it's going to do is hurt them, help me
I'm forever looking at 2 different rooms, the one I have and an upgraded one. With the modify option I loved how you saw the current rate and the new rate side by side. So often I'd see the cost was only a few hundred so I'd switch to the upgrade. Math in my head is not a strong suit, I'm visual. Without seeing it side by side, they won't get my upgrade. I won't even bother to look. Lost money to them, save me money.

 

[DisneySyd]

Has anyone tried to cancel off of MDE?

I’ve tried multiple times (different days) and it won’t load - it’s been like that since the buttons disappeared on the website.

 

[Mrs.AMC]

I’ve tried multiple times (different days) and it won’t load - it’s been like that since the buttons disappeared on the website.

I too tried many times over the weekend
I got a message that said Hotel account can not load. Whatever that means

 

[Sarahslay]

I’ve had the same problem. I have three trips booked at WDW, all legit, two in June (solo and one with my youngest daughter), and then one in December with my sister. I want to easily modify the one in December so badly, but I don’t have time to sit on hold! So keep going in and seeing if maybe, just maybe, I can do it on the app or something and I get this message. Then yesterday I was trying to go book park reservations at DLR after moving that trip and having to re-do everything, and it starts flagging me with a “access denied” message (phone, computer, app won’t load, it was crazy). So I decide just to go to the WDW site and see if it’s the same problem, and yep, said I don’t have access to the website. I had just been on both within the hour. Now I just get this screen all the time and pages don’t completely load today. Disney IT is a piece of work.

 

[Thenollyon]

I gave up and called yesterday. Was pretty easy and somehow the wait was under 10 minutes.

If the button never comes back, then I guess I will be forced to call going forward.

I don’t see how this will change my behavior of booking room only reservations as needed. If anything, I will be more than likely to make another booking for the different room type/price change/discount, etc. and then calling to cancel the first booking.

Agree with others that it doesn’t make sense as most companies want to push more online (cheaper) than staffing phone queues.

 

[Duck143]

Can you still book and modify package reservations?

 

[Thenollyon]

Seems that the only bookings that can be modified or canceled online are packages.

 

[NJlauren]

This is insane, the guy I spoke to apologized and said it may be cause I modified before which I don’t believe.

I’m always checking for rooms and discounts this is really frustrating!

 

[Duck143]

There's no way all of them are so new they didn't know about it. Even with the current turn over
They've been told to deny it was possible for some ridiculous reason

I asked about this last night and the CM said that it was never an option for room only bookings. I told him that I have been booking, modifying, cancelling my room only reservations for years. I asked if it was just a glitch. All I needed to do was to modify the room type (standard view 5th sleeper to a standard view). I can't believe we are going to be forced to call for every little reason.

 

[Sarahslay]

This is insane, the guy I spoke to apologized and said it may be cause I modified before which I don’t believe.

I’m always checking for rooms and discounts this is really frustrating!

Well that's just stupid on his part, because I haven't modified any of my reservations and they're all like that (well, now I have, but I had to call). Every phone CM is saying something different, it's just silly.

 

[Mrs.AMC]

Can you still book and modify package reservations?

Yes

 

[Mrs.AMC]

I asked about this last night and the CM said that it was never an option for room only bookings. I told him that I have been booking, modifying, cancelling my room only reservations for years. I asked if it was just a glitch. All I needed to do was to modify the room type (standard view 5th sleeper to a standard view). I can't believe we are going to be forced to call for every little reason.

Well, I can forward them several emails from reservations I modified myself online. I'm begging to think they (as in IT) had no idea the button worked for both room only and packages until recently. For whatever ridiculous reason. Now that they know, they turned it off. Can't for the life of me understand why they don't want the option there though. Seems to me it would make no difference to them if you modify room only yourself or if you modify packages yourself. Can't fathom why they'd want room only to call.

 

[Mrs.AMC]

This is insane, the guy I spoke to apologized and said it may be cause I modified before which I don’t believe.

I’m always checking for rooms and discounts this is really frustrating!

Yeah, that's 100% wrong because the reservation I have for this coming week has never been modified and it doesn't have the option to do it online

 

[VrBchJ]

I wish we had someone with inside information who could explain what's going on and why.

 

[NJlauren]

Since I can’t modify and the wait was 30 minutes yesterday (couldn’t do call back had meetings) I now have 4 reservations with 2 to cancel, so annoying! I’ll just complain it makes me feel better!

 

[FSU Girl]

Maybe their hope is the waits are too long to cancel and you’re forced to keep the room lol

 

[SL6827]

There has to be a benefit or advantage to Disney with this. Not sure what, but they have a reason.