CM error on check-in: how do you deal with it?

[DizMe]

I just got back from a trip to celebrate my birthday with my daughters and grandson. When I checked in, I got a new CM. She was quite nice and was trying to be very helpful. I got uncomfortable with the length of time it was taking for her to check us in, but she finally came back with news that we had a 2-br suite instead of the 1-br I'd booked. She wrote the room numbers on my key card holder and told me there were 2 doors and the key would open both. We were very excited at this but when we went to the room, the key only worked on one of the doors. I went back to Guest Services, waited about half an hour and was told the CM was not authorized to give us that suite. That CM offered me 2 fp's as consolation for the 1 1/2 hours I spent so far at the registration and Guest Services desks. I asked if I could get a dining credit instead and he gave me a complimentary pass for us to go to Goofy's Kitchen for dinner that night. We'd been traveling all day with a 2-year-old and so I asked if I could make it for the next day instead. After he went in the back for some time, he finally returned and offered me a $150 credit, which I accepted.

Just wondering what I should have said or done? I didn't ask for anything from the original CM, she gave it to me, and I did resent the huge amount of time it took for all of this to get resolved. But at the same time I HAD only reserved a 1-br suite and I was very happy with the $150 compensation.

Edited to add: forgot to say I really don't want the original CM to get in trouble!

 

[starry_solo]

You dealt with it already and got a credit

 

[tink89]

If I am reading this correctly you had a 1 bedroom suite but were given a 2bd rm suite by mistake. They corrected it and gave you a $150 credit for the mistake and your time spend.

Not sure what the actual question is. If your asking what you should have done when they gave you the room I would have asked if it was a free upgrade since you only had a 1bd room. if your asking if you should still ask for more, then no I think you were compensated for your time and for the mistake.

 

[Malcon10t]

I think you handled it well.

 

[FCDub]

Nothing else.

 

[DizMe]

Man, I totally botched my original post. I was more than happy with what they gave me; I asked for a $20 dining voucher like I got for my AP package and they gave me $150! But I have been worried that the original CM will get fired. She was so nice and thought she was giving me a great birthday surprise. I'm afraid that if I say anything about her to management, though, it might make things worse.

 

[sherilaine]

The CM screwed up, you getting it sorted out had to happen. Whether she is reprimanded or not has nothing to do with you. You deserved something for the inconvenience especially considering the outrageous prices they charge! How the CM is dealt with is out of your hands.

 

[FeistyDisneyMom]

Man, I totally botched my original post. I was more than happy with what they gave me; I asked for a $20 dining voucher like I got for my AP package and they gave me $150! But I have been worried that the original CM will get fired. She was so nice and thought she was giving me a great birthday surprise. I'm afraid that if I say anything about her to management, though, it might make things worse.

You are a kind soul It is most likely a learning experience for the new CM, and anything that would happen has likely already happened. Hope the rest of your trip is magical!

 

[WebmasterMaryJo]

I think you handled it well, and don't think you can do anything about not getting the CM into trouble. They'll take care of the issue, and the CM will learn to ask. Bless her heart, though, in trying to do a nice thing.

Happy Birthday, btw. Hope you have a great stay.

 

[gottalovepluto]

-

 

[gottalovepluto]

Man, I totally botched my original post. I was more than happy with what they gave me; I asked for a $20 dining voucher like I got for my AP package and they gave me $150! But I have been worried that the original CM will get fired. She was so nice and thought she was giving me a great birthday surprise. I'm afraid that if I say anything about her to management, though, it might make things worse.

If you’re happy with how it ended definitely just let it go. You are indeed a very understanding soul!

 

[beachdreamr1229]

It's not a big deal. It was resolved. You're happy. The new CM was new. It's a learning experience and I'm sure after her manager or supervisor spoke with her, that was probably the end of it. Mistakes happen all the time. It's just refreshing to hear that you weren't really upset about it. CMs are human, too, and it's so nice to see that some people still realize that.

 

[StormyCA]

You handled it beautifully, and even after the error Disney knew they had a satisfied guest after a 'minimal amount' of compensation on their part. $150.00 probably isn't all that huge an amount to them for the mix up. Assuming this was a 'one off' the CM will probably be given training or a reminder and that will be the end of it.

If you had raised H-E-Double-hockey sticks, complained about the CM, and made outrageous demands for compensation, she may have gotten a more serious 'talking to' or even a note in her file.

You're good people to recognize that she just made an honest error when she tried to sprinkle a little pixie dust on your stay.

 

[tarheelalum]

I just got back from a trip to celebrate my birthday with my daughters and grandson. When I checked in, I got a new CM. She was quite nice and was trying to be very helpful. I got uncomfortable with the length of time it was taking for her to check us in, but she finally came back with news that we had a 2-br suite instead of the 1-br I'd booked. She wrote the room numbers on my key card holder and told me there were 2 doors and the key would open both. We were very excited at this but when we went to the room, the key only worked on one of the doors. I went back to Guest Services, waited about half an hour and was told the CM was not authorized to give us that suite. That CM offered me 2 fp's as consolation for the 1 1/2 hours I spent so far at the registration and Guest Services desks. I asked if I could get a dining credit instead and he gave me a complimentary pass for us to go to Goofy's Kitchen for dinner that night. We'd been traveling all day with a 2-year-old and so I asked if I could make it for the next day instead. After he went in the back for some time, he finally returned and offered me a $150 credit, which I accepted.

Just wondering what I should have said or done? I didn't ask for anything from the original CM, she gave it to me, and I did resent the huge amount of time it took for all of this to get resolved. But at the same time I HAD only reserved a 1-br suite and I was very happy with the $150 compensation.

Edited to add: forgot to say I really don't want the original CM to get in trouble!

Next time don't say anything about the key and enjoy the 2 bdr suite !!

 

[DizMe]

Next time don't say anything about the key and enjoy the 2 bdr suite !!

LOL! I would have, since she said the key would open the door to the adjoining room, but it didn't

 

[Malcon10t]

Next time don't say anything about the key and enjoy the 2 bdr suite !!

Hard to do when you can't open the door.

When you check into a 2 bedroom (or 3 bedroom), you have 1 key that opens the doors. You need to open the door to the second bedroom, then unlock the connecting door between the main suite and the 2nd bedroom.

 

[tarheelalum]

Hard to do when you can't open the door.

When you check into a 2 bedroom (or 3 bedroom), you have 1 key that opens the doors. You need to open the door to the second bedroom, then unlock the connecting door between the main suite and the 2nd bedroom.

So any time you want to go into a bedroom you need your key card?

 

[DizMe]

So any time you want to go into a bedroom you need your key card?

No. There are 2 doors off the main hallway. One accesses the 1-br suite, let's say room 128. The second accesses a regular 2-queen room, let's say room 130. There is a connecting door between the rooms once you're inside but you have to be able to get into both rooms to open it from both sides. When you have both 128 and 130, you get a 2-queen bedroom with bath, a living room with (in our case, anyway) a half-bath and a bar, and a second 2-queen room and bath through the connecting door. When not used together, both 128 and 130 can be booked individually.

 

[Malcon10t]

So any time you want to go into a bedroom you need your key card?

No. You can enter the bedroom from the hallway, or once you have opened the connecting door, thru the living area of the main suite. In the below picture, this is the living room. There is a door behind where I am standing that enters the hallway. There is another door behind me that leads to the main bedroom. In the picture, to the right of the couch is a lock off door, that leads to the second bedroom. The door is locked on both sides of the door. While locked, it is a 1 bedroom suite and there is a second room that is separate. When unlocked, it becomes a 2 bedroom. To unlock, it needs to be unlocked from both sides of the door.

 

[Indiana Scott]

Since the CM was polite, pleasant and not the least bit mean spirited, I would let it go. Anyone is going to struggle at a new job and getting her called out if not helpful.

In other words Let it go, let it go...



(Sorry)