punkin712
DIS Veteran
- Joined
- Mar 27, 2006
- Messages
- 879
Fair warning...this rant may be long, disjointed and whiny, but I really have to vent.
DH and I booked BWV for 9/22 - 10/2 (DH's birthday) on March 24th. When we called MS (DH and I were both on the phone), we asked if they had any Boardwalk Views available. The MS rep said there was a Studio available so we went through the whole "how many points, etc." stuff. Then, on a whim, I asked if there was a 1-bedroom boardwalk view. To our surprise, the MS rep said they did have it so we jumped on it. At the end of the conversation, the MS rep said "If you want, I can waitlist you for the Studio." DH and I said we definitely preferred the 1-bedroom, thanked her and went about our merry ways. A few days later, we got our confirmation and all was right with the world.
Yesterday, we get another confirmation for the same timeframe, but the reservation is for a studio with Boardwalk view. Of course, by the time we get the mail, MS is closed (another rant for another day) so I planned to call first thing this morning. When I got through, the MS rep said that the 1-bedroom reservation had been cancelled and replaced with the studio reservation because we were waitlisted for the studio!! WHAT?! I explained to the MS rep that we didn't want the studio and she said "When your husband called to make the reservation, he specifically said that he wanted the studio and put you on the wait list." Good thing I was on the phone and knew this wasn't the case. I told her the entire conversation with the original MS rep and she said "Sorry, no 1-bedrooms available now. The best I can do is waitlist you for it." I almost lost it. I asked to speak with a manager and that's when things got really interesting...
A manager named Jean (Boston accent - anyone talk to her before?) gets on the line and says the same thing the other rep did about my husband requesting to be on the waitlist for a studio. I told her I was on the phone and that this absolutely was not the case and that we never asked to be put on the wait list. She kept interrupting me and talking over me (which was VERY annoying) and actually had the nerve to say "Well, if he didn't ask to be waitlisted, then how did the notes get on here that he did?" RIGHT!!! That's what I'd like to know! I told her we were coming down for my husband's birthday and I was planning to surprise him by having some of his family come in for a birthday party and, obviously, this required the additional elbow room of the 1-bedroom. Besides the fact that this was the room we requested in the first place.
So, this dance goes on for about 10 minutes and then Jean finally tells me that a 1-bedroom with Boardwalk view just became available (?!) so she changed the reservation back, but if it wouldn't have been available she wouldn't have been able to do anything for me. I tried to thank her, but she continued to interrupt me so she could say "You know, you really should be more clear when you make reservations next time because if this happens again you might not be so lucky." Can you imagine? I'm ready to thank her and she feels compelled to scold me.
She went on to say "You know, we started recording conversations so when people call and say 'I said this, they said that' we can go back and verify it and sometimes it ends up on our side." I told her that it shouldn't be about "sides" but rather doing the right thing. Of course, she was still talking over me and went on for another 10 minutes about how lucky I was that something was available and how I need to confirm reservations and how I should remember that calls are being recorded now so they can go back and find out who's telling the truth and on and on and on. I was flabbergasted that she was actually talking to me like this. Then, as if to put the final nail in the coffin, she says "You mentioned that you have other people coming in, but there are only 2 people listed on your reservation. What's really going on with that?" I explained that the other family members weren't staying overnight with us (they are staying with DH's mom in Tampa) but would be visiting our room for a party, dinner, etc. I guess she was convinced that I lied about the waitlist thing and was trying to catch me in another lie.
As soon as I get my grubby little paws on the new confirmation, I'm going to contact Carli D'Agostino (anyone have her direct phone number?) to let her know what happened. Like I said, I was very happy to get the reservation back to its original state, but the process was less than pleasant.
Thanks for listening...
DH and I booked BWV for 9/22 - 10/2 (DH's birthday) on March 24th. When we called MS (DH and I were both on the phone), we asked if they had any Boardwalk Views available. The MS rep said there was a Studio available so we went through the whole "how many points, etc." stuff. Then, on a whim, I asked if there was a 1-bedroom boardwalk view. To our surprise, the MS rep said they did have it so we jumped on it. At the end of the conversation, the MS rep said "If you want, I can waitlist you for the Studio." DH and I said we definitely preferred the 1-bedroom, thanked her and went about our merry ways. A few days later, we got our confirmation and all was right with the world.
Yesterday, we get another confirmation for the same timeframe, but the reservation is for a studio with Boardwalk view. Of course, by the time we get the mail, MS is closed (another rant for another day) so I planned to call first thing this morning. When I got through, the MS rep said that the 1-bedroom reservation had been cancelled and replaced with the studio reservation because we were waitlisted for the studio!! WHAT?! I explained to the MS rep that we didn't want the studio and she said "When your husband called to make the reservation, he specifically said that he wanted the studio and put you on the wait list." Good thing I was on the phone and knew this wasn't the case. I told her the entire conversation with the original MS rep and she said "Sorry, no 1-bedrooms available now. The best I can do is waitlist you for it." I almost lost it. I asked to speak with a manager and that's when things got really interesting...
A manager named Jean (Boston accent - anyone talk to her before?) gets on the line and says the same thing the other rep did about my husband requesting to be on the waitlist for a studio. I told her I was on the phone and that this absolutely was not the case and that we never asked to be put on the wait list. She kept interrupting me and talking over me (which was VERY annoying) and actually had the nerve to say "Well, if he didn't ask to be waitlisted, then how did the notes get on here that he did?" RIGHT!!! That's what I'd like to know! I told her we were coming down for my husband's birthday and I was planning to surprise him by having some of his family come in for a birthday party and, obviously, this required the additional elbow room of the 1-bedroom. Besides the fact that this was the room we requested in the first place.
So, this dance goes on for about 10 minutes and then Jean finally tells me that a 1-bedroom with Boardwalk view just became available (?!) so she changed the reservation back, but if it wouldn't have been available she wouldn't have been able to do anything for me. I tried to thank her, but she continued to interrupt me so she could say "You know, you really should be more clear when you make reservations next time because if this happens again you might not be so lucky." Can you imagine? I'm ready to thank her and she feels compelled to scold me.
She went on to say "You know, we started recording conversations so when people call and say 'I said this, they said that' we can go back and verify it and sometimes it ends up on our side." I told her that it shouldn't be about "sides" but rather doing the right thing. Of course, she was still talking over me and went on for another 10 minutes about how lucky I was that something was available and how I need to confirm reservations and how I should remember that calls are being recorded now so they can go back and find out who's telling the truth and on and on and on. I was flabbergasted that she was actually talking to me like this. Then, as if to put the final nail in the coffin, she says "You mentioned that you have other people coming in, but there are only 2 people listed on your reservation. What's really going on with that?" I explained that the other family members weren't staying overnight with us (they are staying with DH's mom in Tampa) but would be visiting our room for a party, dinner, etc. I guess she was convinced that I lied about the waitlist thing and was trying to catch me in another lie.
As soon as I get my grubby little paws on the new confirmation, I'm going to contact Carli D'Agostino (anyone have her direct phone number?) to let her know what happened. Like I said, I was very happy to get the reservation back to its original state, but the process was less than pleasant.
Thanks for listening...
Glad things worked out in the end for you. Let us know what kind of response you get when you make that call.....
Actually, it won't be because I'm sure with their call volume they only archive the calls for 24 hours if they record them at all. In any event, the confrontational, accusatory tone of the supervisor should not go unreported. No matter what the situation is, that's not the way those conversations should go.
nor courteous. 
