CSR LIED Right to our Face!

[SueM in MN]

One thing to keep in mind when calling the front desk is that you don't actually get a Front Desk CM at that resort. You get a resort customer service CM at a call center. The information that CM had may have led him to believe that you had a renovated room (although I think "Don't believe everything you see on the internet is a bit over the top.")

I also agree with some of the other posters that 'renovated room' is a request that may or may not be met.

 

[DisneyBride'03]

SOrry to hear about your frustration with CSR....
The last 2 posters are correct and I agree with Deb & BILL....
THe Call Center CM's aren't on CSR property....
Maybe the CM just "lied" to your "Ear".... (not being snarky at all....I have heard worse stories on the DIs abt guest experiences)

You still had a great time right???

 

[fairestoneofall]

Can I ask a stupid question? I'm confused about the refurb of CSR. When we were there in November, we had the queen beds, but everything else seemed the same as it used to be. Am I right that they are actually redoing all of the other furnishings as well?

If so, could it be that the CM who answered the phone thought that all the rooms with the queen beds were considered refurbed already? (without realizing that they're now redoing the furnishings as well)

 

[DisneyBride'03]

good point!

 

[KatMark]

Can I ask a stupid question? I'm confused about the refurb of CSR. When we were there in November, we had the queen beds, but everything else seemed the same as it used to be. Am I right that they are actually redoing all of the other furnishings as well?

If so, could it be that the CM who answered the phone thought that all the rooms with the queen beds were considered refurbed already? (without realizing that they're now redoing the furnishings as well)

Yes, you are correct. The queen beds when in September/October last year. The rehab of new furnishings--bedding, headboards, carpet, dresser, drapes, televisions, sliding doors, etc. started October 09 and they are working their way around the resort. Part of the Castias are done--but only Casitas 1, 2 and 3's 4th floor.

 

[WDWTigger72]

I have to agree with many of the other posters here on this thread, when you request a room it is truly just that a request and you are never guaranteed the room you asked for. Many visitiors never fully read their documentation or reservation details received in their confirmation, and always overlook the area "Room Location and Information":

Room Location and Information

• Adjacent rooms, connecting rooms or specific room location and types of rooms or bedding are on a “request basis only” and are subject to availability at the time of check-in. These requests for specific room type or location may result in additional charges to be paid directly to the hotel.

Having visitied WDW 14 times throughout my life I have noticed massive hirings of college program students who work many different locations. You can easily see this within the College thread on this forum. Unfortunately, I don't care how much training (1 month, 2 months, etc) that Disney provides their new hires it doesn't make up for true life experiences and time on the job. The inexperience some individuals have truly gets reflected when dealing with their guests. Is Disney hiring college students bad? No, Many companies are doing this, but unfortunately as I stated it reflects on the company. The bad part is many are only there for a short period and then gone, what happened to having some stable employees or experienced employees. I know more experienced cast members are around, but whe you get such high percentage of turnover it really does reflect.

Also, We just came back from "The Polynesian Resort" and never received any towel animals, although we didn't ask specifically for turn-down service either. Would we have liked to see them when coming back to room? Yes! Did we expect to see them even though we payed premium prices at a deluxe resort? No! We don't go to Disney World for towel animals, we go for the atmosphere (Parks, Pool, Hotel Hopping, etc). There is so much to do within WDW that I would never let something like a towel animal bring me down. This sounds so similar to people who played Disney's Virtual Magic Kingdom, and only booked trips for collecting the cards to the game.

I never believe bad service at any restaurant is acceptable, and don't even hestitate to speak up to the waiter/waitress if need be. This doesn't mean provide an attitude back, you can always be professional about your displeasure. You never know what problems someone has in life and is still working the job (Flu, Family member passing on, divorce, etc). If the waiter/waitress doesn't change then I immediately ask for the manager on duty.

 

[KatMark]

I have to agree with many of the other posters here on this thread, when you request a room it is truly just that a request and you are never guaranteed the room you asked for. Many visitiors never fully read their documentation or reservation details received in their confirmation, and always overlook the area "Room Location and Information":

Room Location and Information

• Adjacent rooms, connecting rooms or specific room location and types of rooms or bedding are on a “request basis only” and are subject to availability at the time of check-in. These requests for specific room type or location may result in additional charges to be paid directly to the hotel.

Having visitied WDW 14 times throughout my life I have noticed massive hirings of college program students who work many different locations. You can easily see this within the College thread on this forum. Unfortunately, I don't care how much training (1 month, 2 months, etc) that Disney provides their new hires it doesn't make up for true life experiences and time on the job. The inexperience some individuals have truly gets reflected when dealing with their guests. Is Disney hiring college students bad? No, Many companies are doing this, but unfortunately as I stated it reflects on the company. The bad part is many are only there for a short period and then gone, what happened to having some stable employees or experienced employees. I know more experienced cast members are around, but whe you get such high percentage of turnover it really does reflect.

Also, We just came back from "The Polynesian Resort" and never received any towel animals, although we didn't ask specifically for turn-down service either. Would we have liked to see them when coming back to room? Yes! Did we expect to see them even though we payed premium prices at a deluxe resort? No! We don't go to Disney World for towel animals, we go for the atmosphere (Parks, Pool, Hotel Hopping, etc). There is so much to do within WDW that I would never let something like a towel animal bring me down. This sounds so similar to people who played Disney's Virtual Magic Kingdom, and only booked trips for collecting the cards to the game.

I never believe bad service at any restaurant is acceptable, and don't even hestitate to speak up to the waiter/waitress if need be. This doesn't mean provide an attitude back, you can always be professional about your displeasure. You never know what problems someone has in life and is still working the job (Flu, Family member passing on, divorce, etc). If the waiter/waitress doesn't change then I immediately ask for the manager on duty.

Excellent post.

 

[pktbMouse]

About the towel animals..yea i know not to expect one and no amount of explaining helps when your 6yr old doesnt and they are in the windows all around it pretty much sucks! Im sorry soapboxers with your politically correct answers...at the end of the day when all is said and done, it still sucks! Last year we had this experience at ASMu..on our last day my little boy was so dissapointed despite me explaining to him as he didnt get any i announced to him and hubby that i would make a damn towel animal...well hubby and son had a laugh trying to guess what it was (yes it was that bad)..in the end they decided it looked like a dead chicken..thus the dead chicken towel animal was proudly displayed in our window. Hey at least no one else had one the same right? i will be better prepared this year...Im taking some elastic bands and some eye stickers...who knows what it will look like this year...hehe I will post some pics of my creation when i get back.

 

[WDWTigger72]

i will be better prepared this year...Im taking some elastic bands and some eye stickers...who knows what it will look like this year...hehe I will post some pics of my creation when i get back.

I completely agree with most of your post...It does stink for little kids who can not or do not understand why their room doesn't have it. I am glad you thought of the part above I have quoted because that was what my response was going to be. Although, We all want our moueskeeping to do some cool things to our room what about being prepared just in case. I have seen many posts where people bring down little stuffed animals, purchase some scrapbooking materials, etc and make up their room themselves. Its a great alternative just in case mousekeeping doesn't make those furry creatures up in your room. You can have dad bring their son/daughter to the arcade, or mom bring the son/daughter to the arcade and have the other parent make up some things. Then you can meetup outside the room and come back together as a family. Plus, You will truly have a unique room to everybody elses in the resort!

 

[CarolA]

While I will get flamed for this..

I have stayed at CSR four times. That front desk has ISSUES!They have done stupid stuff all four times. Some of it's been major some of it's just been stupid and annoying, but smiling isn't one of thier strong points either LOL! That's the front desk where the manager expected me to STAY in a room without power. (Yes folks that makes me a PROBLEM GUEST LOL!)

It's never ruined my trip, but it's not an acceptable way to run a hotel either~!

And while I understand the OP made a request that they didn't have to honor. Everyone here seems to blame her but the CM LIED! Sorry, all they had to do was tell the truth in that 'we can't meet you request' That's a MUCH better policy then "making something up to get rid of the guest" Buzz's "defense" is that the CM "didn't know" Hmm.. SO they just "made something up"??? So once again we have the fact that IMHO this front desk staff is poorly trained and it told the guest something WRONG!

 

[WDWTigger72]

While I will get flamed for this..

I have stayed at CSR four times. That front desk has ISSUES! That's the front desk where the manager expected me to STAY in a room without power. (Yes folks that makes me a PROBLEM GUEST LOL!)

It's never ruined my trip, but it's not an acceptable way to run a hotel either~!

And while I understand the OP made a request that they didn't have to honor. Everyone here seems to blame her but the CM LIED! Sorry, all they had to do was tell the truth in that 'we can't meet you request' That's a MUCH better policy then "making something up to get rid of the guest"

I wouldn't flame you for this post at all, but I think that is where the inexperience starts to come in as I posted above. That would have been the correct answer but when you get a cast member who is new on the job, doesn't have the customer service focus, communication skills, etc then the customer will see right through a comment like posted by OP. Experienced cast members can also come off the wrong way especially if they where having a bad day (Flu, Argument with family member, divorce, passing away of family member, animal passed away, etc) and then communicate ineffectively with a guest. Experienced cast members, more times than not, will deal more effectively with their guests and it shows. Working within financial field for past 11 years I have definitely seen the more experience I get the better off I am dealing with managers, directors and executives either in presentations or just hallway discussions.

 

[star2500]

I had to make a slight comment here. I agree some people with all the planning have such great expectations that it's somewhat of a let down. Almost like when someone tells you how great a movie is (on and on about it) and when you go see it ...you think to yourself it was ok/good but not great.
And I'm not stating that the OP did this....I don't really believe so.

Base on what OP says below....She requested at the desk a renovated room. Yes...it's not all guaranteed but this was not a request ahead of time...so right there the CM should have know if it was renovated or not. And I'm sorry...working in the service industry...that CM should have taken one minute to make sure it was or was not a renovated room and maybe he did...and maybe he really thought it was one of these renovated rooms in the Casista (posting a link to the picture couldn't find a picture here so found it on passporter http://www.passporterboards.com/for...45-renovations-coronado-springs-resort-2.html )

This seems to me a NEW renovated room. Correct me if I'm wrong. If what transpired bothered the OP that much and she truly felt lied to, OP shoud have taken another step ...I would have asked for that person's name and then went to the front desk and asked to speak to a manager. I would have explained the situation, explained the comment I was given on the phone, and explain I would have been fine with a non-renovated room; however, I was under the assumption from the check-in CM that it was a new renovated room.

The manager is the one that should be told so clarifications could be made or changes.

We just returned from our 6 Day trip to Disney and CSR. When we arrived, I was disappointed that I did not get my request for the Cabanas, when I asked he said that the casitas was still very close and a great room. I had specifically asked for a new renovated room.
First of all we got completely turned around and it was late and we had a tired 2 and 6 year old, but I was still upbeat. Until we open the door and it's the same old room.
I immediately called and said I asked to be in a renovated room and were there any available, he proceeds to tell me that I am in a renovated room. I then tell him, no I have seen the renovated rooms online and this is not one.

Then he lies and says I can't beleive everything I see online!!!!!!!
Can you beleive that. After reading all these threads and all Buzz's info, he lied right over the phone.

QUOTE]


Regarding "you can't believe eveything you see online"...I'm sorry was unappropriated response. I've had CM's tell me on the reservation line "to look out online" for word about code release info. She said we usually have the info before them. And I'm not saying we should believe everything online....just saying you have to look at it both ways.

Regarding high expectations...she was told her request was not met. Ok she was fine...she was assured that the room she did have was a good room. She requested directly for a renovated room. Obviously the CM either told her or said ok to her because why would she walk away expecting one. So I really don't see her expectations as being way out of line at all.

Actually, I don't see where the CM even lied to you. He just stated that you can't believe everything you see on line. Which is true.

I think you had extremely high expectations and those weren't met. Perhaps if you went with the idea that this was going to be fun whether you got your request or not, whether every single CM smiled at you and threw Pixie Dust your way, you might have had a better time.

Being tired with tired kids probably didn't help much either.

Plus if you "called" the front desk, you probably got a call center somewhere. They are trained to respond like the front desk for every call.

Better luck next time.

I think we all have some expectations we would like met and some have expectations that are too high...and sometimes they are met and sometimes they aren't. People spend alot of money to go to Disney and some save for a long time to get there and may not get a chance to go again...so yes some expections should definitely be met.

 

[AmyMama2AvaNtheo]

aww that sucks man! Sorry about your experience

 

[Stitch2244314]

No towel animals-acceptable

Bad restaurant service-acceptable


BEING LIED TO-unacceptable when you spend the money you do,

why not just say "sorry all those rooms are taken"

WOW, I am so glad my family was not the only one lied to by the CMs at CSR. I've posted the story many times (most posters have indicated that they've heard it enough ), so I'm not going to retell the whole thing again. But basically, we were having a terrible trip at CSR, and wanted to transfer resorts. The CM told us there was not a single room available on Disney property and that we couldn't transfer. So we called Disney ourselves, and turns out, we could have booked a room at any resort we wanted too--none of them were fully booked.

But anyways, so sorry to hear about this, but know you are not alone. We will never stay at CSR again because of what happened to us, and based on what happened to you, it seems like the CMs at CSR haven't changed.

 

[chigirl]

Now, before I go on my rant, let me say I LOVE ALL THINGS DISNEY....that out of the way, I am still surprised at the amount of Dissers who will defend WDW to the end no matter how bad the offense was. Disney has marketed themselves as "The happiest place on Earth"...I don't see Sears or Olive Garden or Hilton Hotels or ANYONE making a claim like that. They have, for years, marketed the fact that they are America's premiere choice for vacation destinations, so there IS alot of expectations riding on one's trip to WDW...for cripes sake, going to WDW is the #1 wish asked for by Make-A-Wish recipients, of course the place is SPECIAL! I also understand they are a business, too, but they have set themselves up for very high expectations...THEY DID, not the guests. Just look at the amount of money they spend on commercials, marketing materials, vacation planning videos, etc. Heck, in Woodfield Mall in suburban Chicago they have a whole store that just sells DVC memeberships, which is all set up like an actual DVC suite...they send me 5-6 invitations a year.

I think the OP was acceptable in her complaints...yes, a request is just that, but I travel frequently for business and stay at all the name brand chains and I can tell you my requests have NEVER not been met. Was the OP wrong for saying she was disappointed that she didn't get towel animals? No...it does suck as a parent explaining to your kids why every room around you has a cool window display and yours does not. WDW does things wrong. People spend a lot of money and have a lot of emotions tied into their WDW trips. For years before my husband and I achieved financial security, I dreamed of taking my kids to WDW as my parents had taken me. I did not want to put it on credit cards, so I saved for 4 years. We went in 2005 when my kids were 7 & 12...you can bet my expectations were high! ( I can say, though, that I work w/the public every day and can be "charming" as can my husband, so we are always treated extra-special wherever we go, because I think the workers can tell we appreciate them, maybe? I have never ONCE not been upgraded in some way on a trip I've taken, business or pleasure, which is awesome!!!) Did WDW meet them? Yes! So much so that I came back and had friends joke that WDW planted a chip in my head to control me...but I do know that other people have not had the same great experiences that I have had and they have the right to be upset. WDW DOES get things wrong...I know all of us who post here are obsessive in our love for WDW and Disney, but we need to let people vent and complain when WDW is wrong.
End of rant!

 

[LadyTrampScamp&Angel]

I'm sorry you were disappointed but isn't it possible the CM and you had a misunderstanding? I know some travel agents have been told rennovations at CSR are complete - so it may depend on a person's definition of "rennovated" - they may think queen beds while you don't see what you saw in a picture on the Internet? It's very possible the CM thought the room was renonvated, I hate to jump to "lied" or let a room spoil a trip. I also think a little knowledge can set people up for a lot of disappointment.

I've only stayed at CSR once, last Sept, and had no problems with my stay or the CM's

 

[Stitch2244314]

Also, please don't let this one experience ruin Disney for you. We really enjoy the three other moderates (CBR, POFQ, and POR) so I would recommend you stay at one of those for your next trip (if you're doing a moderate). Just realize that your experience, and my experience, are not typical, and that I'm sure you will probably have a better experience next trip!

 

[lugnut33]

Now, before I go on my rant, let me say I LOVE ALL THINGS DISNEY....that out of the way, I am still surprised at the amount of Dissers who will defend WDW to the end no matter how bad the offense was. Disney has marketed themselves as "The happiest place on Earth"...I don't see Sears or Olive Garden or Hilton Hotels or ANYONE making a claim like that. They have, for years, marketed the fact that they are America's premiere choice for vacation destinations, so there IS alot of expectations riding on one's trip to WDW...for cripes sake, going to WDW is the #1 wish asked for by Make-A-Wish recipients, of course the place is SPECIAL! I also understand they are a business, too, but they have set themselves up for very high expectations...THEY DID, not the guests. Just look at the amount of money they spend on commercials, marketing materials, vacation planning videos, etc. Heck, in Woodfield Mall in suburban Chicago they have a whole store that just sells DVC memeberships, which is all set up like an actual DVC suite...they send me 5-6 invitations a year.

I think the OP was acceptable in her complaints...yes, a request is just that, but I travel frequently for business and stay at all the name brand chains and I can tell you my requests have NEVER not been met. Was the OP wrong for saying she was disappointed that she didn't get towel animals? No...it does suck as a parent explaining to your kids why every room around you has a cool window display and yours does not. WDW does things wrong. People spend a lot of money and have a lot of emotions tied into their WDW trips. For years before my husband and I achieved financial security, I dreamed of taking my kids to WDW as my parents had taken me. I did not want to put it on credit cards, so I saved for 4 years. We went in 2005 when my kids were 7 & 12...you can bet my expectations were high! ( I can say, though, that I work w/the public every day and can be "charming" as can my husband, so we are always treated extra-special wherever we go, because I think the workers can tell we appreciate them, maybe? I have never ONCE not been upgraded in some way on a trip I've taken, business or pleasure, which is awesome!!!) Did WDW meet them? Yes! So much so that I came back and had friends joke that WDW planted a chip in my head to control me...but I do know that other people have not had the same great experiences that I have had and they have the right to be upset. WDW DOES get things wrong...I know all of us who post here are obsessive in our love for WDW and Disney, but we need to let people vent and complain when WDW is wrong.
End of rant!

If I was in Mousekeeping I'd put a handtowel on the bed and tell you it was a jellyfish.

 

[Buzz2001]

If I was in Mousekeeping I'd put a handtowel on the bed and tell you it was a jellyfish.

I think I've seen that before.

 

[star2500]

Now, before I go on my rant, let me say I LOVE ALL THINGS DISNEY....that out of the way, I am still surprised at the amount of Dissers who will defend WDW to the end no matter how bad the offense was. Disney has marketed themselves as "The happiest place on Earth"...

In totally agreement was going to post that also...but felt my post was getting too long.

I'm sorry you were disappointed but isn't it possible the CM and you had a misunderstanding? I know some travel agents have been told rennovations at CSR are complete - so it may depend on a person's definition of "rennovated" - they may think queen beds while you don't see what you saw in a picture on the Internet? It's very possible the CM thought the room was renonvated, I hate to jump to "lied" or let a room spoil a trip. I also think a little knowledge can set people up for a lot of disappointment.

I've only stayed at CSR once, last Sept, and had no problems with my stay or the CM's

I agree the original CM MAY have thought it was a renovated room. I think the issue is the CM on the phone who said "You are in a renovated room...and about don't believe everything you see online". Sorry...that was uncalled for. And if he was an actual CM in a call center and not physically at the front desk, she should have been told to go to the front desk directly and talk to the manager...and learning from your mistakes...everyone should remember to do just that.