CRO Debacle...Problem fixed, they say!

twinmomplus2

DIS Veteran
Joined
Sep 13, 2002
Messages
782
Help, Help, Help!!!! I booked a room at AKL concierge for 5 people. 2 adults 3 kids. The first 2 nights on My DVC points. the second 2 on cash. Paid one nights deposit on the cash portion. which meant I owed for one night.

Then as usual we added more travelers to our group. So I called CRO back and tried to book one room standard view, they did not have it available. So I booked poolview AP rate, for 3 nights.
A few days later a relative got Ap rate standard view, So I called back and downgraded my poolview to standard and added one night at the end. I had a 300 dollar deposit on this room so now the total I owed was about 142. ( on this room) I called to confirm spoke to someone who said he was a superviser and his name was Jeff, And all was in order. then we get a confirmation letter that the 2nd room is booked as club level and we now owe an additional 1200. well I enjoy my brothers comapny but not for 1200. dollars. Then it got ugly. they are saying they can not find the money on either room. And don't know anyone named Jeff.
Spoke to them again and they said they would call revenue and call me at 1pm on tuesday. well they did not. I called them and the last person who was calling revenue is not in today. And the reservation still is CL and she did not rectify it. And They want me to wait and they will have her call me. I am absolutely ready to scream. Who in the bejeez do you call to get to the bottom of this?:chat: :mad:
 
Go to Radio Shack and purchase a tape recorder that hooks up to your phone. Don't think I am crazy. Record EVERY conversation that you have concerning this from now on. Even if it just for your own sanity--So you don't thnk you are going nuts.

We had trouble w/CRO last September and let me tell you, it wasn't all Disney Magic :-( Some of the CMs were down right rude. Once I mentioned a tape recorder, things looked up and within a matter of minutes, we were settled. They transfered me to an unbelivable CM named "Wednesday" and she took care of everything. Even a complimentary upgrade to concierge. But honestly, it wasn't worth the rude treatment.

You may want to mention that the the conversation is being recorded right off the bat for legal reasons. Like when you call somewhere and say that they "may be recording the conversation"--If they can do it, so can you.

Good luck---

Hentob
 
Ouch!

Did you pay your room deposits with a credit card, or did you mail a check? It might help for you to have your transaction numbers or the dates the payments were processed in case they don't get unconfused...

I hope they get this straightened out quickly so you can relax and look forward to your trip.
 
I have all my dates of transaction, And even who I spoke to and what time the call was made. On the room that is suppossed to be Club level. I paid 273 by check. got a confirmation back saying deposit applied.
Told them this and still they said they are showing no moolah!!!!
Second reservation I paid a 300 dollar deposit by credit card. Wrote the name down of the CM I spoke to when I applied the deposit. They say they can not see any money on that reservation either. I checked my credit card bill and the charge is there.
The worst part of the whole thing. Is I triple checked this all. And spoke to someone named Jeff. Who said he was a supervisor and I could have his head if it wasn't ok. 2 days later I talk to Amanda and she says oh yes, jeff is a manager here. today the sory has changed, Noone has ever heard of Jeff. I am so stressed about this I could scream. Every single person has a different story. And I am gettting no where at all.
 

It sounds like things may have gotten mixed up when you made changes and additions to your reservations. Since you did keep records, it shouldn't be too difficult to write down a "history" of what happened. Get it all down in chronological order and then walk through what happened with the people at WDW. It might be easiest if you could fax/e-mail the history to the person so they can also try to follow the paper trail. If they've charged your credit card and/or cashed checks there is a money trail in their system somewhere.
 
Ok I left the house for 10 minutes to pick up my son at the bus stop. And there is a voice mal from yet, another CM. Who left a message that she had straightened it all out. That she had me confirmed 2 nights club level one room And 4 nights Club level the 2nd, room. there is noone listening here. So I just called back and left her a message saying, No that is what she was supposed to be rectifying. It was not correct. It is supposed to be standard view. So still no fix. I am on the phone now trying to fix this.:crazy:
 
I'm sorry about all the added stress. The whole point of a vacation is to get away from our stresses not to make more!!!!

Anyway please keep us updated!!
 
Just off the phone with a very nice manager, Who found the money. And assured me this all has been fixed properly. It seems instead of changing the room ressie to standard view. they simply made another reservation for that. And left the pool view, She said she won't even tell me how many rooms. they had booked for me for that time period. I will give it a few days to hit the system and then see. They are sending out new confirmations etc.... I guess I am a cynic but, we shall see this cm sounded pretty confident it was taken care of!:chat:
 
You know how sometimes when you call CRO, you are actually talking to somebody with Walt Disney Travel Co., and you don't know it? I wonder if that's who "Jeff" works for. Maybe sometimes you've been talking to WDTC and other times you are talking to the "real" CRO?

I'm glad your mess is cleared up (hopefully)! :)
 
I'm glad everything seems to have been worked out.
This was a good reminder to us to be sure to keep all confirmations, credit card statements, and other records handy (and that Radio Shack phone recording device doesn't sound like such a crazy idea either--definitely have to tell the person you're taping, though, of course!).

Have a wonderful trip!
 
CRO isn't all in one location. They have a center in orlando, and one in Tampa. They also, apparently, have overflow call centers in Kansas, somewhere. One of the many problems with that is when you attempt to call and get ahold of someone, it may have been at a COMPLETELY different call center.

I'm glad to see you got it all straightened out. When you speak to someone, don't just ask for names. Ask for a direct line to a supervisor, or get an E-Mail address.

Enjoy your trip. Adter all this work, you deserve it!!! ;)
 
:sunny: :sunny: :sunny: :sunny:

Excellent news - I heard AKL was booked solid :earseek: - must have been all the rooms under your name - maybe you qualify for magical gatherings :yo-yo:

Have an excellent trip!!!

Thanks
jaysue

:hyper:
 
Snacky stacky... I never thought about it possibly being differant call centers. you are probably correct on that. I prefer your theory, over the fact that maybe I was losing my mind:crazy:

Jaysue...3 more days:smooth: Very funny. the CM said she wouldn't even tell me how many rooms. Were booked under my name! I guess I really better watch my credit card closely. thank god! I didn't use a debit card. As for magical gatherings.... You Jest but, I started this trip with 9 people. and since September have added 4 more! It would be odd if it was just me and the kids. We crave the drama of extended family trips!
Have a great time!
 
You would think that THEY should know about the different call centers, wouldn't you? If you said you spoke to a supervisor, and they don't have anyone by that name, why didn't they think that it was someone in another location? I can't believe that someone on the internet had to figure that out for you!! :rolleyes:

Do check everything carefully, including your statements when you check out of your resort. We had a problem where our reservation was changed from 3 days to 1 day somehow, and our deposit was also missing. It had to be fixed when we got home. It took about a week to find the money.
 




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