Confirmation Screw up

[bgeorge6]

Well I got my papers this afternoon and what a mess they were. I had reservations for 2 rooms at Pop for 3 adults and 3 children. The conformation showed only 3 people 2 adults and 1 child. With a note at the bottom that said, "Breaks in the guest number sequence indicate that changes were made which resulted in guest being cancelled from the booking"

So knowing that I hadn't change my reservation to take only one of my 3 children and only my mother in-law I called Disney.

The CM pulled up my reservation her system showed everyone was coming. I explained to her what my papers said. She kept insisting that everything was ok.

After explaining to her that I really didn't feel right about this she agreed to call customer service.

After staying on hold for several minutes, she return to tell me that I was right somehow the official reservation had my name listed twice instead of my wife and one child had been left off. The 3rd is only 2 so she would not show anyway. She said that customer service was correcting the problem and put me back on hold. After several more minutes she returned to tell me that everything had been corrected but since the oldest son was left off I owed 87.00 more dollars. After what seemed like ages I agreed to pay the additional amount. She said that a new confirmation would be sent out today.

I guess I'll wait and pray that it is correct this time.

Make sure you check your Confirmation really close and question any thing that doesn't look right.

 

[HugsForEeyore]

I had a similar thing happen - I wonder if we had the same CM making the original reservations! It's amazing how a CM can screw up so much!

In March, I tried to book a solo trip for May. Later that week I received TWO confirmations in the mail: one was for two rooms for FIVE people , and one confirmation for one adult in one room (what I wanted). So for a SOLO trip, I had three rooms!!!!!!!!! It turns out the CM carelessly made the two-room reservation using names of every family member who ever traveled with me in the past, as she forgot at first to ask me who was travelng with me! The she made the solo reservation, without canceling the first one. Fortunately I was able to fix it (I think!)

You are so right - always check those reservations!!!!!!!!

<img src="http://home.att.net/~disneysue/hugsmall3.gif">

 

[BambiTamby]

What can I say....WELCOME TO MY WORLD!

We have alot of family members "on file" in their system, and these CMs always get everything mixed up.
God Bless them with that new system that is always on the blink and takes 10 minutes to pull up a res, EVEN when you give them the number.

And you're right to check your confirmation....I even call to reconfirm.

LOL, HugsForEeyore! I think we've all had that SAME CM !
Some of them can NEVER get it right, it seems!

 

[WeLoveThePoly]

I made my reservations for our October trip early last week and haven't received my confirmation yet. I'm anxious to get it so I can review it and make sure everything's OK!

Debbie

 

[jksgrammy]

Though we're looking forward to our trip to Disney in May (POFQ!), our dealing with the Disney reservation phone in system has been one nightmare after another. They messed up our ressies at least four times, and they are still not correct!! I will NEVER go thru their phone-in system again, I'll book on-line, or thru a travel agent. At least in dealing with a travel agent, you get the same person each time you call. Based on our confirmation notice we rec'd in the mail, I know we at least have a reservation. Unfortunately, it does not list our second grandchild, nor the fact that we requested non-smoking rooms, and a refrigerator. And I refuse to call them again when it is my money being spent for the phone call, and being placed on hold numerous times. I was on hold with them on two separate phone calls for at least 20 minutes!! Each time they have told me that all of our party is included in the reservation. Of course, as I stated, when we rec'd the mailed confirmation our DGson is not even mentioned!! Appears I am not the only one having problems with the reservation CM's and their inability to get a ressie correct. I'm sure everyone's vacation will turn out great, but what a headache so far.

 

[Sammie]

Disney has gone to SAP for their computer systems. Anyone in the business world will not need a further explanation as to why everything is now in a mess.

Believe me based on what this change did to the business where my father works, it won't get any better.

 

[IWANNAGOBACK!]

SAME HERE! I never was sent the correct confirmation matching the ressies I made yet each time I called they could read it right of the computer screen as such So what was so hard about printing and sending what was actually in thier
computer I'm just hoping it is actually correct when we get there next week, keeping my finger crossed

 

[bgeorge6]

Just a note of what I was told yesterday. The cm stated that what ever your confirmation that you get is the same info that the resorts get. She said that I avoid a big headace for getting it corrected before hand. I would call back and request customer service they seem to be the only ones that knows what to do. GOOD LUCK.

 

[maroney495]

I too have had trouble lately. My original reservation was for 2 rooms for 7 nights at ASSp. I called change arrival date to one day earlier making 8 nights and she said fine and took the info and I put the additional charge on my CC. When I received the modified reservation conf. it was the same. So I called, and the computer showed even a different time frame(arriving the one day earlier but departing one day sooner, still making 7 nights) So again I was told it was corrected(I had a fear of losing my AP rate for all nights in all of this!!). Then the next day I received another modified confirmation with the info the CM had told me was showing on the computer. I am now waiting on the "correct" modification.
I have also had a problem with ordering tickets. I ordered an AP voucher on 3/23 and then other tickets on 3/27 When I placed the order on the 23rd I had to give the CM my address the 5th time and guess she still did not get it right. I called about the missing ticket and was told it was returned to them because the address was incomplete?? I am now waiting on it again.

 

[my3girlstoo]

Me too! I'm still waiting for the corrected confirmation to come to see if they finally got it right. They left out one child after I made changes to my reservation. Same message about number sequence being off. This was on the 7/4 deal so I'm waiting to see if their going to charge me more.

 

[1Venus]

I also had reservation problems concerning my deposit. I made a reservation and paid the deposit with the Disney reward dollars from using my Disney Visa. Then I called to change the dates on the reservation (and to lower the cost of the reservation.) When I got the new confirmation in the mail it was only showing part of the deposit I had paid. When I called, Disney told me the other reward dollars had gone back onto the card. When I called Bank One, they said Disney still had the dollars. It took 7 weeks, 3 formal letters, 2 emails, and weekly calls to both Disney and Bank One to resolve the problem. Bank One finally came through! Last week (9 weeks after problem occurred) I received a call from Disney stating that they had received my letter and that my reservation was now fine. She apologized for any "inconvenience." I told her she could make it all better by giving me a free stay and she just laughed. Despite the fact it's fine now, it was a stressful few weeks with the missing $.

 

[goin2disneyagain]

I also had a similar problem. Last month when I booked a trip for this May I booked 2 rooms. The reservationist never asked the names of all the people even after I told him there were 8 of us. When I received my confirmation it only showed 4 peoples names for the 2 rooms. I called back and had to start all over with Grand Gatherings because there were 8 of us. I was told they had a lot of new people and they apologized for the inconvenience. I didn't have any problems remaking the reservation, thank goodness. I have since received the revised confirmation and it did include all 8 peoples names this time.

 

[luckywife]

The same thing has happened to us. When I first made reservations I forgot to request a crib. I called back to get that taken care of and when the CM read off the names on the reservation she had my family listed, all except for me. For the 2nd adult in the room they had my mom's name...but she passed away in August. I explained that it wasn't right so she said she would change it for me and add my name and remove my mom. When I called back a few weeks later to change our reservations...they had everyone listed again but not me. They actually had DH down twice. Oh boy!
Keeping my fingers crossed that I am in the system now. I am thinking of calling again a few weeks before our trip to make sure everything is the way it should be.

 

[Disney Debbie]

Bgeorge - Why do you owe more money for your oldest son? Are two of your children adults? If not it seems to me you have two rooms with 3 adults and 3 children - and you shouldn't be charged anything extra for the children at all. Even if one of your children is 18 that's only 4 adults in two rooms and 2 children.

 

[Whitegloves]

Originally posted by Disney Debbie
Bgeorge - Why do you owe more money for your oldest son? Are two of your children adults? If not it seems to me you have two rooms with 3 adults and 3 children - and you shouldn't be charged anything extra for the children at all. Even if one of your children is 18 that's only 4 adults in two rooms and 2 children.

Disney Debbie is right. You shouldn't be charged any additional fees.

Smiles,
Diane =0)

 

[bgeorge6]

The 87.00 is for the UPH. Thanks for asking I didn't know that this was such a problem until I started this Thread. Good Luck to all

 

[motaei]

Originally posted by goin2disneyagain
I also had a similar problem. Last month when I booked a trip for this May I booked 2 rooms. The reservationist never asked the names of all the people even after I told him there were 8 of us. When I received my confirmation it only showed 4 peoples names for the 2 rooms. I called back and had to start all over with Grand Gatherings because there were 8 of us. I was told they had a lot of new people and they apologized for the inconvenience. I didn't have any problems remaking the reservation, thank goodness. I have since received the revised confirmation and it did include all 8 peoples names this time.

I had a similar problem. I made a reservation for 5 in two rooms. More than once I specified 3 adults and 2 kids. The CM never asked for the names of my party. When I got the reservation on paper, it showed only 4 people in two rooms with king size beds. PLUS, I received a duplicate reservation. I called & it appeared that the original CM just added all those with my last name from the last trip to this one. However, the new CM was VERY helpful & she bent over backwards to fix everything (number of people, names & getting rooms with enough beds). It ends up my name was spelled two different ways in the system, which made matters even worse. She had to coordinate with guest services to get it all correct. It took so long , that she finally took my number so that she could call me back on Disney's dime when it was all resolved. My final paperwork is correct.

 

[Cinda Indiana]

No kidding!! I received a written confirmation in the mail from Disney correctly stating what I had requested.( This was for our visit in Jan/04) Only when I called to revise my length of stay did I find out that my ressies in their computer did not match the written confirmation I had received! They had me booked at the Grosvenor when I actually had requested (and received written confirmation) at POR!! How did that happen? I don't know. From now on, I will always call to confirm.....

 

[Dalpal]

You dont have to pay for long distance when you talk to these people.
Call: 1 800 828 0228
At least this way its there bill when they keep you waiting.

 

[Atotty]

Our reservations were wrong, too. The price was right; they just left me off....and wanted me to pay to correct it. Our TA got it straightened out. However, she said to make sure I take the new paper with me to check in...because the Disney supervisor said it may still be wrong in the computer.