CSR LIED Right to our Face!

[brownie_17]

Do I think that the CM should have lied to you? NO OF COURSE NOT!!!! They have the means to find out more info on a room if they wanted or needed to, I'm sure. But I'm also sure that are things you can do then and there if you are not happy with the service you receive.

I may be wrong but aren't you at WDW for the parks and attractions rather than a "new" room and animal towels? Yes, the animals are cute if you are left one, and sure, it would be nice to have a renovated room. I will not however let it ruin my hard earned trip if I don't get an animal or , I get a standard room. If the room is clean, I have clean towels and a bed to fall into at the end of a tiring day in the parks, I am quite happy.

That's just my opinion though. Everyone has different expectations I guess. :

 

[leighe]

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.

ITA! The Dis should offer some kind of seminar. On how to twish up towels into animals so peoples vacations aren't ruined. . It can't be that hard.

 

[skater]

Do I think that the CM should have lied to you? NO OF COURSE NOT!!!! They have the means to find out more info on a room if they wanted or needed to, I'm sure. But I'm also sure that are things you can do then and there if you are not happy with the service you receive.

I may be wrong but aren't you at WDW for the parks and attractions rather than a "new" room and animal towels? Yes, the animals are cute if you are left one, and sure, it would be nice to have a renovated room. I will not however let it ruin my hard earned trip if I don't get an animal or , I get a standard room. If the room is clean, I have clean towels and a bed to fall into at the end of a tiring day in the parks, I am quite happy.

That's just my opinion though. Everyone has different expectations I guess. :

If a clean room is all you want, then you could stay off property for much cheaper . I'm not picking on you, I just don't understand the posters who think the OP has no right to be irritated. And venting about towel animals and an "old" room does not mean the OP wasn't happy with the vacation. Why is it not OK to vent about the little things that disappoint at Disney? I don't think the OP said it ruined his/her hard earned trip.

Personally, I enjoy discussing the big and little pros and cons of our disney trips. Its fun to talk about something I understand so well with other people who undertand it. Wouldn't the DIS be boring if there were no complaints? And I for one, like to hear the complaints so I know what to expect. Information is never a bad thing. Sure, we can decide to believe it or not and we can filter it through our own expectations, but its often helpful. I wouldn't give up the good, the bad or the ugly of these posts.

 

[CarolA]

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.

There is a veiw on this board that expecting Disney to live up to hotel industry standards is BAD! After all it's Disney... Pay more expect less. That's the way it works isn't it?

As to why I keep going back... I only go to CSR if it's DIRT CHEAP. (And one stay was also for a convention that was meeting there)

Actually I am pretty much OVER Disney hotels. Service and quality are NOT what they should be for prices they charge. So unless the current economy brings out some great deals (and sorry 4/3 and free dining aren't great IMHO) then I am either using my DVC or staying offsite.

Disney hotels are "cuter" and MAY have a better location (that can be argued) but after that the quality and service don't measure up. That's why Disney "Deluxes" get 3 star ratings from independent agencies. Your local full service Marriott probably got the same rating. And unless you live in NYC it's probably a few hundred a night cheaper. Yes, you are paying for "location" but the "premium" is getting pretty steep!

 

[Deb & Bill]

ITA! The Dis should offer some kind of seminar. On how to twish up towels into animals so peoples vacations aren't ruined. . It can't be that hard.

Some of them do. I know I've seen housekeepers showing guests how to do this at the Breezeway at BCVillas. There is a book out there that shows you how to do this, too.

 

[laura001]

I am sorry to hear that your expectations weren't met with CSR. We have stayed there a few times and for the most part love the resort and are going back again this fall. One thing, just as others have said, you cannot expect towel animals, they are not guaranteed, I wouldn't let that ruin your vacation.

Finding that someone has lied to you would really be upsetting that is for sure!!

Our last trip to CSR I had one very very very very rude CM just outside the Pepper Market and it was amazing at how upsetting it was. I should have stopped what I was doing and gone and reported it right away, instead I just let it fester and bug me our whole trip. In the grand scheme of things that really isn't what we expect from Disney so when these people all of a sudden become "human" instead of "CM" it kind of blows us away.

What happened that trip almost had me change our reservation for this Sept., but then I came to the realization that that CM really doesn't represent the Disney I know.....so it is back to CSR for us!

 

[vanyel]

You know, I'm a big fan of CSR and I do think we sometimes expect too much in regards to location etc (we can't all stay in the Cabanas) but cm's have a responsbility to be honest and helpful to guests. If the cm didn't know something, they should have found out instead of making something up. And the op didn't say it ruined their trip, but it did start off with a negative impression. We all have different expectations of a resort and it's unfortunate for the op that csr didn't work.

The towel animals - we all know that's the luck of the draw and can't be expected.

When there's a room, I think the best approach is to talk to someone face to face rather than over the phone but these are things we learn with more experience.

I hope you look back on your vacation positively and don't let the room thing affect your memories of the trip.

 

[kaytieeldr]

Maybe he/she really thought they put you in a new room. Only some casita rooms are done so they could have been confused about the location they gave you.

You know, buzz, that's entirely possible. It would not be unreasonable that Disney would (a) not tell individual CMs which specific rooms have been renovated and which have not (especially given the size of the resort) AND (b) not indicate renovated rooms in the Front Desk computers in any way, since this should be constantly-changing information until all the rooms ARE done.

Too, if the OP's complaint is as specifically-directed as she states:

Then he lies and says I can't beleive everything I see online!!!!!!!

it's unfounded - because you truly CAN'T believe everything you see online. If, on the other hand, the CM said, "You have a renovated room and you can't believe everything to see online", that's different. Then yes, he lied. But if he was responding to her one specific statement as she indicates, then he was telling the truth.

No, it's NOT semantics.

 

[luvthemouse71]

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 .

Oh yeah, I agree..I just think the OP complaints were silly, to be honest(there, I won't tiptoe around it any longer ). Dirty room with things broken in it...I would complain about that. CM is rude and starts insulting me, my mom, and my ancestors because she/he is having a bad day ...I would not only give it right back, I'd complain to management right then and there.


But room requests are in a different category in my opinion, that's why they call it a request. The only way to get a guranteed room in most cases is to stay CL. And as far as the CM lying, that's not nice but lying happens every day in customer service. It might have helped if the OP went to the front desk in person...a bit harder for them to ignore you then!

I've already addressed the petty nature of towel animal envy in my other two posts, so I'll stop here!

 

[MinnieVanMom]

On Saturday mornings at OKW there is a How to Make a Towel Animal class. It is great and each person has a teacher. It is a DVC perk! I learned to make about 10 animals and got to keep each one.

The housekeepers don't have them made ahead of time. They do it themselves. I asked if there was a towel animal HQ where they load up the carts each day.

When staying at POR last year I just asked the housekeeper for towel animals for my DS. I explained that it would make his day. I also tip very well. From that point on we had towel animals each day. I find that if I ask nice, and tip well, we can get what we want. JMO

 

[maxiesmom]

Oh yeah, I agree..I just think the OP complaints were silly, to be honest(there, I won't tiptoe around it any longer ). Dirty room with things broken in it...I would complain about that. CM is rude and starts insulting me, my mom, and my ancestors because she/he is having a bad day ...I would not only give it right back, I'd complain to management right then and there.


But room requests are in a different category in my opinion, that's why they call it a request. The only way to get a guranteed room in most cases is to stay CL. And as far as the CM lying, that's not nice but lying happens every day in customer service. It might have helped if the OP went to the front desk in person...a bit harder for them to ignore you then!

I've already addressed the petty nature of towel animal envy in my other two posts, so I'll stop here!

I agree with you. I also think the OP was most likely tired, and just wanted to get to their room and relax. So everything negative that happened just seemed that much more horrible than it really was. And it is hard to get positive once things start off on the wrong foot. I know that I was really upset during my last stay at POR when I didn't get placed in the Alligator Bayou section, which was my only request. I let myself grouse and pout for a little while, then I had to make the decision to be happy. A different room location from what I wanted wasn't enough (and shouldn't be enough!) to ruin my vacation.

 

[BostonRob]

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.

Amen. Let's shut her down!

 

[kaytieeldr]

And miss out on your intelligence and your wry sense of humor, Rob? I think NOT!

 

[snykymom]

OK, CSR didn't lie. It's a resort; it can't lie. Worst case scenario - a cast member at CSR lied. We don't know why. All we know are . . . CMs are human. The OP got a bad one (or a good one who was having a bad day). Shouldn't have happened. If it really bothered the OP, she could have asked for another CM, a manager, whatever. But to attribute a lie, even an intential one, to everyone who works at a resort is absurd.

Sorry it happened to you, OP.

 

[dis-happy]

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.

ITA, only at WDW do people call their hotel ahead of time to request a certain room location. I checked into my honeymoon suite at the Ritz Carleton a few (well, a lot) of years ago and it never even would have occurred to me to question which room, which location, etc. Nor any of the other many hotel rooms we've stayed at over the years.

My dh just hit 1,000 nights with Marriott and guess what? Even though he has a general location in his profile, even that doesn't come through half the time. You think he goes down to the front desk and complains about it?

As for towel animals, am I the only one who, when receiving a towel animal, just keeps it there intact for the rest of the stay? Do people expect a new one every single day? I honestly don't get it.

 

[jakeybake]

I agree. I think people are a bit out of line with their "requests". They are just tnat, a request and if you get it great but if you don't then so be it. I don't think it's fair to the CM's to have that responsibility placed on them. I would venture to say that most resort guests have requests when checking in and it would be impossible for the resort to accomodate everyone.

There certainly is no excuse for poor service and rude behavior, that is unacceptable, regardless of where you stay or dine.

And in regards to towel animals you should feel lucky if you get one but to expect one each day is unfair to the housekeepers. I stayed at the Beach Club concierge level last August and didn't receive a single one and I could of cared less. Again, something that is great if you get it but if you don't then it is what it is.

I think the expectations of some folks can be a bit much given that they are in the end receiving what they paid for.

Jay

 

[Goofy'slady]

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.

Wow, just wow.

 

[kaytieeldr]

ITA, only at WDW do people call their hotel ahead of time to request a certain room location

Well, in fairness, I generally request a room near the elevator with any NON-Disney hotel reservation... but that's when I make the reservation. Does that count?

 

[kaytieeldr]

I just reread the original post and have a couple of other issues (especially now that a recent pp has pointed out that a resort can't lie ).

Okay, when she checked in, the CM told her Casitas is also close. It is, right (yes, Buzz, I'm asking you )? So there's no lie there.

Then she says when she got to the room it wasn't the renovated room she'd seen online, so she called. Does she know who she called? Because chances are EXCELLENT that, even if she pressed the Front Desk speed-dial button, her call was forwarded to the Call Center serving all resorts.

The CM who checked her in could not also be the CM at the Call Center, and it's extremely unlikely that her call was forwarded to that CM. Think about it. Have any of you EVER seen a Front Desk CM receive a phone call?

And then, I still contend that if any person responded simply to the OP's claim that "no I have seen the renovated rooms online and this is not one" with "Then he lies and says I can't beleive everything I see online!!!!!!!" whatever CM told her that is honest, truthful, and entirely realistic. You CAN'T believe everything you see online.

And then there's the blatant discrepancy between the title of this thread CSR LIED Right to our Face! and the OP's subsequent statement "After reading all these threads and all Buzz's info, he lied right over the phone".

Can't be both. Pick one. I disagree, based on the information in the original post, that anybody lied - but if the OP thinks someone did, either it was to their faces or it was on the phone. Can't be both.

 

[CoachBagFanatic]

I just reread the original post and have a couple of other issues (especially now that a recent pp has pointed out that a resort can't lie ).

Okay, when she checked in, the CM told her Casitas is also close. It is, right (yes, Buzz, I'm asking you )? So there's no lie there.

Then she says when she got to the room it wasn't the renovated room she'd seen online, so she called. Does she know who she called? Because chances are EXCELLENT that, even if she pressed the Front Desk speed-dial button, her call was forwarded to the Call Center serving all resorts.

The CM who checked her in could not also be the CM at the Call Center, and it's extremely unlikely that her call was forwarded to that CM. Think about it. Have any of you EVER seen a Front Desk CM receive a phone call?

And then, I still contend that if any person responded simply to the OP's claim that "no I have seen the renovated rooms online and this is not one" with "Then he lies and says I can't beleive everything I see online!!!!!!!" whatever CM told her that is honest, truthful, and entirely realistic. You CAN'T believe everything you see online.

And then there's the blatant discrepancy between the title of this thread CSR LIED Right to our Face! and the OP's subsequent statement "After reading all these threads and all Buzz's info, he lied right over the phone".

Can't be both. Pick one. I disagree, based on the information in the original post, that anybody lied - but if the OP thinks someone did, either it was to their faces or it was on the phone. Can't be both.

Sorry OT - kaytieeldr I have seen many of your posts and I have to tell you, you would make a very good detective or a very good lawyer. I enjoy reading your posts.