Confused CRO has me concerned

[lindamg]

I just called CRO to modify my reservation and got a VERY confused CM. I stayed polite and patient, but she had real problems with a request that I didn't think was too hard. Now I'm concerned about what might have happened to my reservation while she was in there! She had to put me on hold to "ask" guest services three times. I'm thinking I better call back tomorrow and make sure everything is still okay.

Here's the situation - I have a reservation for Feb. 4 through Feb 8 at a Passholder rate. I wanted to add on one night at the beginning and check in on Feb. 3. No Passholder rates available, so I ask if anything is available at the regular rate. Of course, so I agree to pay regular rate for the first night and keep the passholder rate for the other nights. She talks about maybe having to change rooms, no guarantees, etc. I understand that, I've been in that situation before. The she keeps muttering at the computer and reading a price that is the Passholder rate, but she swears she can't get me that rate. Finally she just says she added the night on and took my credit card number again (I expected that). Then she says that this is just added to my old reservation, and I don't get a new reservation number. I ask if I can get a confirmation mailed to me and she says NO!! Disney does not send out new confirmations, only one per customer!!!! And when all was said and done, I still don't know what I paid.

What really concerns me was I didn't think Disney would let you keep one reservation for two different prices. I think I'd better call back tomorrow, what do you think?

Linda

 

[judi]

I would call back asap and find out what she did. If she added the night to your current reservation you shouldn't have to pay anything else. If she did a new reservation for that added night your would get a new confirmation number. Something isn't right. I wouldn't wait until tomorrow.

 

[judi]

sorry for double post

 

[goin2disneyagain]

I agree with judi, I would call back right away. Something just doesn't sound right about what she did.

 

[lindamg]

Thanks folks!! I took your advise and called back tonight. Got a very helpful CM who said my dates are what I wanted and I was given the extra night at the Passholder rate (Not that I'm arguing with that!) She also said it would be no problem to send me a new confirmation. They charged my CC for the night already, but I can live with that!

I thanked her profusely!! I thanked her so much she laughed her way off of the phone! I feel much better now!

 

[Karibeth19]

CALL BACK, LINDA!!!! The reason I'm saying this, is the same thing happened to us. We are checking in Sat. and checking out on the 24th. We originally had the AAA discount, but when the CTH code came out in December, we asked for that. After talking to three CM's who said we couldn't get it since we will be there over a holiday weekend (MLK) we finally found a CM that was able to give us the AAA rate for Sat. and Sun. and the CTH rate for Mon. thru Fri. We were told it would all be one reservation and stay under the same confirmation number, although we would have to check out and back in on Mon. However, she said my parents reservation would be split in two, requiring another deposit. So, they paid another deposit, and we did not. When we received the confirmation letters a week later (our second set, by the way. They should send one EVERY time there is a change!) not only did my parents have two separate reservations, but we did also, along with two separate confirmation numbers. I called, and the CM said that they always have to split a reservation in two if two different rates are being given. They would not be able to keep it under one reservation like the other CM told us. However, like the first time, we were not asked for another deposit. So, last week, we called to make sure our requests were put in, and when the CM pulled up the ressies, our Mon. thru Fri. ressie was listed as cancelled!!! It was cancelled because we had not put a deposit down on our "second" reservation (which, twice, we had not been told was not necessary!). So, fortunately, she was a very nice CM who immediately went to work on the problem, and even let us hang up and said she would call back within 30 minutes, solution or not. Exactly 30 minutes later, she called and had it fixed; she just applied our deposit to the credit card on record. We also asked about changing rooms when we check out and back in, and she said it would be noted as a "continuing stay" and we could keep our room. (We also got a new set of confirmation letters! Set number three!) Anyway, if we hadn't called, we would have been in big trouble when we checked in on Sat.! Your situation sounds almost exactly the same. And, you're right, Disney doesn't let you keep one reservation for two different prices. I would certainly call to make sure, because if they have it as two different reservations, you have to put down another deposit or they will cancel the new one after 15 days!!

 

[Karibeth19]

I guess we posted at the same time!! I'm glad you got everything worked out!

 

[lindamg]

Thanks Karibeth! And I did check the time on your post when I saw it after mine! I feel reasonably confident things are straightened out, and if I haven't gotten a new confirmation by next week, I'll be back on the phone again to make sure. Now you go and have a great time at WDW. Have fun at Riverside!

 

[goin2disneyagain]

I am so glad you got everything worked out. I just noticed on your counter that your trip was for your honeymoon. Congratulations and Best Wishes on your upcoming marriage.

 

[Melika77]

Okay..advice from a CM. I work tickets at the Hoop Dee DOo Revue and at Roaring Fork at WL. Tonight when I was working at the Hoop, we had a reservation booked for some guests for the 7:15 show. They had not shown up and it was 7:15. So, we did some research into there reservation. Come to find out, they were booked for a trip in april and there Hoop ressie ended up being this month. So, we had to book them on the correct date. So, please double check and re-check all information. Don't be afraid to call back and speak to other CM's because you never know. If you are coming to visit us at WDW, your vacation should be just how you want it to be...perfect. SO, ask as many questions and do what you need to get things right!

Melissa

 

[girlsx2]

Melissa,

Just had to tell you that the Hoop is FABULOUS!!! We took our girls there last Feb when we stayed at the WL. We had a table right at the front and loved the whole show!! They loved it so much they want to return for our upcoming trip. We also ate dinner on our first night at the WCC and was it a blast!!! They wanted to eat every meal there too. Just wanted to say Great Job!!!


Cya Soon!!

 

[susy]

All I wanted to do was to add my 6yo DS to our reservation (so they didn't give us a King room or something). This process took about 15 minutes (once I got to speak to someone).

 

[cujochurch]

Sorry to piggyback posts, but can you tell me if you get a confirmation in the mail when you book Hoop Dee Do? We booked over 2 weeks ago for May and have not recieved anything.

CujoChurch