CSR LIED Right to our Face!

[fall08CP]

Sorry, but I have to be skeptical about many of the things that are being said.

For one, many have said the inexperience of CMs is why OP got the wrong room. We don't know that! 1. We are only getting one side of the story. 2. Others have suggested that it was a new or CP cast member, and again, we don't know that. It could have been someone who has worked there for 10 years. Some of the newer CMs have more brand knowledge than those who have been with the company for awhile. 3. That cast member probably did not personally assign that room. They have may called the room assigner or talked with their advisor and been told it was a renovated room. (That is what they are supposed to do when room requests are confusing)
We are so quick to blame that poor front desk clerk when we honestly don't know the facts. True, it could have been their fault, but we don't know this for certain so we can't place the blame with certainty on ANYONE.

Also, having worked in the hotel industry, I know personally that we do not get the facts every single day on which room numbers have been refurbished. The room description on your reservation does not say "renovated room." The renovation teams are not Disney, they are an outside company. The cast members are told periodically when certain buildings should be refurbished. They may expect a certain section to have been finished only to later find out it hasn't even begun. And as a PP said, the CM may have assumed the OP wanted queen beds- there could have easily been miscommunication in what they wanted.

I think it's far too easy to jump on the "Disney is lying to me and trying to ruin my vacation" bandwagon and complain but remember, you still have a room, you got the resort you wanted (which is not a guarantee!), and you still got to go to the parks. The CM would not benefit in any way by lying, so I don't think it was intentional. Until we know ALL of the facts, I don't think it's fair to say who is to blame.

 

[fall08CP]

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.

One could also ask the call center to transfer them to a manager at the resort or have the manager go to the room, which may have been even more beneficial for the guest as they could show them that the room has not been renovated.

 

[WDWTigger72]

Sorry, but I have to be skeptical about many of the things that are being said.

For one, many have said the inexperience of CMs is why OP got the wrong room. We don't know that! 1. We are only getting one side of the story. 2. Others have suggested that it was a new or CP cast member, and again, we don't know that. It could have been someone who has worked there for 10 years. Some of the newer CMs have more brand knowledge than those who have been with the company for awhile.

Since I was the initially poster of this information, and I really didn't want my post to be super super super long, which I could have I just kept it more high level. The reality is as a guest you can easily tell the difference between a new cast member, and a more experienced cast member. Communication skills come with time, and I think a more experienced cast member would say "Sorry, There are no new rooms currently available!". Is this always the case absolutely not! Some experienced cast members may communicate the same way for what reason who knows...Could be just a bad day, sick with flu, etc. Then again, Maybe the individual should have never been cast for that job detail from the get go. There are plenty of people in job positions they should not be in, and it almost always shows (Won't go into details but have experience personally with this one!).

I think it's far too easy to jump on the "Disney is lying to me and trying to ruin my vacation" bandwagon and complain but remember, you still have a room, you got the resort you wanted (which is not a guarantee!), and you still got to go to the parks. The CM would not benefit in any way by lying, so I don't think it was intentional. Until we know ALL of the facts, I don't think it's fair to say who is to blame.

More of a joke, but gosh I hope I get the resort I wanted...If I book The Grand Floridian I better not get there and get All Star Music Sorry, Couldn't help myself here! There are always two sides to a story, and it could be both parties fault (Guest and Resort). I can only speak from my own experience there at the Disney Resorts which have not always been superb. For example, Seeing cake/cookie crumbs all over our hallway at poly isn't the resort fault all the time...They cannot be there 24x7, but instead people just drop stuff all over the place, some nights it was nasty. Mousekeeping always tried to keep things clean, but with people coming and going 24x7 its tough.

 

[Trinity524]

How about this...

At my company we have this automate callback service that we use to see how the customer feels about the experience. Now the customer has no idea what policy and procedure is. They only base it on their opinion and the customer is never wrong. Here are the questions:

Overall, how satisfied were you with the performance of the last representative who assisted you today?



Thinking about the performance of the last representative who assisted you, please rate your level of satisfaction with the courtesy demonstrated by the representative


Thinking about the performance of the last representative who assisted you, please rate your level of satisfaction with the representative's knowledge.


Again, Thinking about the performance of the last representative who assisted you, please rate your level of satisfaction with the usefulness of the information provided by the representative.


Thinking about the last representative who assisted you, please rate your level of satisfaction with the representatives concern for your specific question or problem.


How do you think the resort would do?

 

[luvthemouse71]

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

Ha! ITA, people need to get over the towel animals already. I don't think the Mousekeepers should even do them anymore...they've created a monster. Your child will get over it if there's not towel animal..it helps though if the parent isn't the one freaking out the most over it. Life is full of little disappointments. Suck it up, people.

 

[patita71]

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.

Well that started us out on such a bad note. It was so hard to recover. Then we go to the Pepper Market and the waiter was unbelievable unhelpful and stoic. Keep in mind this is our first trip and the first time using the dining plan.

The week got better, and there were some beautifully nice people at CSR, but for the most part we found our Disney Magic elsewhere.

We did get one towel animal, the second night. Of course then the kids were disappointed everynight after when we got nothing.

It was a beautiful resort, but for our next trip we will stay somewhere else.

By chance do you remember if the CM was named "Bob" we were there in January and had a CM who also lied to us, I had requested Casitas and on the drive up I called and spoke to Bob who told me we were assigned to Ranchos so I asked if a certain CM manager(who I have spoken to in the past and was extremely helpful), he said she was gone for the day. He had also told me that it was too late to ask for late checkout and that it was not possible, in the past I have been told to call the morning of checkout, but this time I asked before checkin just in case. He was not very friendly at all.
Well when we arrived at CSR who do I see but the friendly CM manager, who helped me out again. Also, I called housekeeping and got late checkout. Overall I had a great time in CSR!

 

[CarolA]

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.

Remember that the person who wanted me to stay in the room without power..... He was a MANAGER! His exact words "can't you just live with it tonight" Let's see it's SUMMER in Orlando and I have room with no lights, no A/C and no phone???? For those prices? No, I can't live with it... his next statement 'SIGH, well I guess we can move you' GEE don't go out of your way. No apology, no offer of assistance on the move... just a lot of sighing!

So while at most resorts I think you are right, here????

 

[skater]

Ha! ITA, people need to get over the towel animals already. I don't think the Mousekeepers should even do them anymore...they've created a monster. Your child will get over it if there's not towel animal..it helps though if the parent isn't the one freaking out the most over it. Life is full of little disappointments. Suck it up, people.

I agree. The towel animals should be viewed as a nice treat, and children should never expect them (though I don't think mousekeeping should stop making them - they're fun when they appear).

And yes, life is full of disappointments, but to everybody who thinks its not a big deal that the OP was lied to, I just don't get it. THere is no way a customer should be treated that way at any resort (and yes, it should be better at a WDW resort).

We had a bad stay at POR last Sept., and I'm still kicking myself for not grumbling to somebody (I might still write a letter). There is no excuse for it.

 

[pktbMouse]

We had a CM be very rude to us at the train station for going through the wrong door...she kept on moaning about it even after we apologised saying that the door should have been locked and we were supposed to go through the other door...instead of taking the professional approach and reporting her I took the more gratifying one...turned round, stuck my butt out and told her to bite me! And that was the end of that.
I flately refused to let the old bag ruin any part of my vacation (and she was an old bag).

 

[TiggerCat]

I think it's far too easy to jump on the "Disney is lying to me and trying to ruin my vacation" bandwagon and complain but remember, you still have a room, you got the resort you wanted (which is not a guarantee!), and you still got to go to the parks. The CM would not benefit in any way by lying, so I don't think it was intentional. Until we know ALL of the facts, I don't think it's fair to say who is to blame.

Wow! Do you work in the Disney public relations office? It sounds as if you are saying that we should just be thankful that the sun rises in the morning and not care about the level of service or the cleanliness of the rooms. Hey, this is Disney so we all should just be thankful. I hate to be critical but Disney is fallable. In fact, their level of customer service just plain stinks in some cases. And how would you know that the CM would not benefit by lying? Like you said earlier, we only have one side of the story so why are you defending the "poor" CM? Hmmmm....pot.....kettle.

 

[Deb & Bill]

Wow! Do you work in the Disney public relations office? It sounds as if you are saying that we should just be thankful that the sun rises in the morning and not care about the level of service or the cleanliness of the rooms. Hey, this is Disney so we all should just be thankful. I hate to be critical but Disney is fallable. In fact, their level of customer service just plain stinks in some cases. And how would you know that the CM would not benefit by lying? Like you said earlier, we only have one side of the story so why are you defending the "poor" CM? Hmmmm....pot.....kettle.

That's kind of a stretch, TiggerCat. There are two sides to every story. We only heard one.

 

[luvthemouse71]

I agree that customers should expect good service. But, it's pretty well known that room requests are not set in stone. It's not nice that the CM fibbed, but really, they still don't have to honor your room request. As long as the room they give you is clean and functional, then I'd pick my battles. Different story if you paid for a club level and got downgraded though.

The problem is that people confuse good customer service with butt kissing, in many instances. Some of the things people complain about are silly, IMO. Lack of towel animals, they didn't acknowledge your or your child's birthday,you didn't get a special card from Mickey, etc. News flash, but your birthday or Juniors birthday is not special outside of your family. Your whims and desires matter little to the outside world. When nice things happen, be thankful but don't go in expecting it.

 

[bavaria]

I suspect that had the OP taken this trip 10 years ago they would have been pleased with the room, the service, and overjoyed at the unexpected delight of receiving a towel animal. Now people travel with so much information that it turns their vacation into a negative experience.

I vote that we permanently close the internet. I suspect that people would suddenly find themselves experiencing less disappointment and enjoying things more.

 

[skater]

I agree that customers should expect good service. But, it's pretty well known that room requests are not set in stone. It's not nice that the CM fibbed, but really, they still don't have to honor your room request. As long as the room they give you is clean and functional, then I'd pick my battles. Different story if you paid for a club level and got downgraded though.

The problem is that people confuse good customer service with butt kissing, in many instances. Some of the things people complain about are silly, IMO. Lack of towel animals, they didn't acknowledge your or your child's birthday,you didn't get a special card from Mickey, etc. News flash, but your birthday or Juniors birthday is not special outside of your family. Your whims and desires matter little to the outside world. When nice things happen, be thankful but don't go in expecting it.

Expecting the CM to be honest in this case is not expecting butt kissing. I understand what you're saying and I think you're right about some people's silly complaints, but customer service does sometimes stink at Disney. (Just like anywhere else). Unfortunately, sometimes the rooms at Disney resorts are not clean. And sometimes CM's at the resorts are downright rude. I have seen lots of legitimate complaints on this forum that have nothing to do with the silly stuff. I love love love WDW, but they do make plenty of mistakes and its nice to be able to vent a little on a forum .

 

[Deb & Bill]

I suspect that had the OP taken this trip 10 years ago they would have been pleased with the room, the service, and overjoyed at the unexpected delight of receiving a towel animal. Now people travel with so much information that it turns their vacation into a negative experience.

I vote that we permanently close the internet. I suspect that people would suddenly find themselves experiencing less disappointment and enjoying things more.

Two votes!

 

[skater]

I suspect that had the OP taken this trip 10 years ago they would have been pleased with the room, the service, and overjoyed at the unexpected delight of receiving a towel animal. Now people travel with so much information that it turns their vacation into a negative experience.

I vote that we permanently close the internet. I suspect that people would suddenly find themselves experiencing less disappointment and enjoying things more.

I couldn't travel at all anymore without the internet . Its great to be armed wtih information.

 

[goin2themouse]

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!

Wow. If I'd had that bad a stay at any hotel, within Disney or outside, I'd certainly not return three more times, especially given the broad number of choices at Disney.

Why do you keep going back? (and I'm asking in all sincerity; the only Disney hotel I've ever stayed in outside SoG is the Contemporary; we typically stay at SoG)

 

[Momof2Disneyboys]

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.

Well that started us out on such a bad note. It was so hard to recover. Then we go to the Pepper Market and the waiter was unbelievable unhelpful and stoic. Keep in mind this is our first trip and the first time using the dining plan.

The week got better, and there were some beautifully nice people at CSR, but for the most part we found our Disney Magic elsewhere.

We did get one towel animal, the second night. Of course then the kids were disappointed everynight after when we got nothing.

It was a beautiful resort, but for our next trip we will stay somewhere else.

Sorry your CSR experience wasn't good. We had some CM issues when we stayed there last year too.

Hope the rest of your trip was enjoyable and the next trip will be better!

 

[edwardsfire]

Not a biggie imho.
Things could be worse.
We stay at CSR all the time. We are happy to be there and could care less about a renovated room.
Lights go out....they all look alike.
I see no issue.
Complain when they forget to clean your room or leave clean towels.
Anything else is petty.

 

[edwardsfire]

I suspect that had the OP taken this trip 10 years ago they would have been pleased with the room, the service, and overjoyed at the unexpected delight of receiving a towel animal. Now people travel with so much information that it turns their vacation into a negative experience.

I vote that we permanently close the internet. I suspect that people would suddenly find themselves experiencing less disappointment and enjoying things more.

110% correct.
The things folks complain about these days.
We dont even realize how good we got it.........