Caution CRO (need to vent)

[Boots]

Hope that you get everything straightened out. I too think I would call back and just reconfirm everything!

 

[dreamflight99]

Oh MKY...The last time we stayed in a Disney-owned resort, we needed to drop two days in the midst of the reserved stay. I called the CRO to inform her of the minor change/ammendment (thinking it would be NO BIGGIE). She placed me on hold no less than five times during our brief conversation. Finally, she informed me the confirmation # remained the same, and we were all set (famous last words).

When I received the new confirmation in the mail reflecting the changes, it also reflected an INCREASE in the room charge for the remainder of the stay (after the intermission of two days at another resort). The room increased by more than $55 per eve! They also charged another night to my Amex card for the second half of the stay. I immediately phoned the CRO's again, and they adamently refused to reduce the room charge to the original amount reserved/confirmed. She kept repeating that due to the changes, a NEW reservation had to be made for the "return" to WDW...thus-the increase in the room charge (the other rate was no longer available due to occupancy/reservations).

I was so frustrated with these people...they must have written raving lunatic on my profile! I decided NOT to get upset. We enjoyed our visit, and when I returned home-I took measures to "amend" the error made by the CRO. I phoned American Express, and explained the situation in full detail. She asked me if I had a copy of the original confirmation, reflecting the intended dates of stay-and the rate. I faxed this to her, and she promptly credited the difference between the original confirmed price, and the erroneous increase! She touted this as an illegal tactic used by business, and even had a name for it (which I can't recall).

Thank goodness for American Express, as the CRO's were useless, and trying to explain/correct the problem with them proved futile and exhaustive. I learned my lesson. Never leave home without it!

 

[Terk-1]

I had to change my ressies from September to November. I had AP rates for September and knew the one's for November were not out yet, but I did not want to keep a ressie from someone else. When I spoke with this girl, she told me that I would have to cancel the reservations completely, have refunds issued, wait for the refunds to arrive, then rebook and pay new deposits. She kept insisting I want until the 1st of September to cancel. I told her to leave everything alone. I called back the other night and spoke to a gentleman and he changed the ressies with no problem. He told me that the new ressies are under the value rate, but to call back next month to receive the AP rate. I also asked him his opinion of CS and he was very informative. I've had a few winners at CRO, but have been fortunate to mostly receive great one's.

 

[tar heel]

We finally decided that we're going in July instead of June b/c the rates are better and we'll have an extra two days. Yesterday, I called to cancel our six nights at PO for June. I was hoping to transfer the deposit to our July YC reservation. I was on the phone for more than 30 minutes. Turned out I had TWO reservations at PO, one for a time we had never even considered going. On closer inspection, it appeared that I had made that reservation for someone else(of course no such thing happened). So, if you live in Louisiana and plan to check into PO-R on June 10, you might want to confirm your reservation!

 

[eeyore0062]

Sounds like you got a new CM.. sorry that it was a headache for you. You are right, though, you probably should have just gotten off of the phone and tried again.

 

[trishy]

Gosh, I just don't get it. This is such a surprise. I do agree about one specific thing: get their name. It's very important to do that right at the beginning of your call. And call them by their name when giving/requesting information. It's more personal. We made ressies at AKL for 6/21-23 (CIF code), then changed to 6/28-30 (CFQ code), then changed again to the new FPZ code for Annual Passholders. Never had a problem changing anything. We have been very fortunate to deal with very nice people: Glenda Rivera was the greatest. Logan was nice, too. I have all three of my "yellow" slips (the most recent one was red & white) and plan on bringing them all just in case.

 

[mkymouse4ever]

Thanks for the support, I have had occassional problems with ressies in the past, but I really have never encountered a castmember like her before, had to be definatley new, and I agree they must of changed there hiring strategy! Are the most recent confirmation letters not of the "yellow" variety? That last one was in a red & white envelope/ stationary? MKY