CSR LIED Right to our Face!

[kaytieeldr]

Still OT - there's no "but" in there, CoachBagFanatic (good name, by the way)? You're not going to accuse me of being a "Disney defender" or thinking that Disney is perfect and can do no wrong?

Okay, then - thank you VERY much for the compliment !

 

[CoachBagFanatic]

Still OT - there's no "but" in there, CoachBagFanatic (good name, by the way)? You're not going to accuse me of being a "Disney defender" or thinking that Disney is perfect and can do no wrong?

Okay, then - thank you VERY much for the compliment !

No, I won't accuse you of being a Disney Defender. There have been a couple of things that have happened to us while at WDW. It happened, it was handled and we moved on. Keep up the great post.

 

[DebbieB]

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.

He may have had bad information. I doubt he read all these threads and all Buzz's info. You said it was late, less experienced cm's tend to work late at night.

 

[marlower]

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.

I have to disagree on this about only at WDW do people call ahead to request a certain room. I booked two hotel rooms in France and asked for specific room numbers due to the view etc. We had friends who stayed in these hotels previously and they did their research on which rooms were the best. We called the hotels in France, spoke to wonderful people who took the time to listen to my english (because I don't know a lick of french) and it was absolutely no problem to get the room I requested!! It does pay to do your research and ask if these rooms are available, except perhaps at Disney. That reminds me of a Seinfeld show--you know how to "take" the reservation but not how to "hold" the reservation!! I booked AKL and was called 10 days out from the vacation and told I cannot stay at AKL and they moved me to WL--where else in the world would this be acceptable!!

 

[Luvamouse]

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.

I always request a room near the pool when we travel, have never not gotten the request. Well, unless there is no pool... I often request a certain room number (if we go there a lot) or one near the end of the hallway when traveling long distances in order to bring all our junk in at night, or a room with parking in front when we have dirt bikes on the trailer. I always get the request, even when the hotel is full-- and I realize I probably get the request because no one else has a clue that they can ask At one hotel we stop at a couple of times a year, they actually asked me if I still wanted to be near the pool when I called the hotel direct to make a reservation! I was impressed and pleased. The problem with WDW IMHO is this...lots of people (I had to temper that from everyone...) know they can make a request--so lots of people do it. Makes it hard for the room assigners to fill them all of course. Many of us are paying a lot to be there. If I am paying $500/night, I darn well expect nice CMs (if I am polite of course), a very clean room, appropriate amenities and to get the most basic request (at minimum) of either longhouse choice or floor or view. I would never expect to have more than one filled, but one can still hope.

I agree with the posters who say Disney kind of sets themselves up for this with their 'aggressive' marketing and 'magical' imagery they employ. CMs are human, no doubt, and off days happen to everyone, but it is easier to deal with a crappy room/service at the $79/night Comfort Inn driving to WDW than at the $500/night room at the Polynesian.

BTW, ITA about keeping the original towel animal. At this point, I'd be so happy to get one that I'd probably have it sealed in acrylic...

OP, sorry it wasn't all you expected and I sincerely hope your next trip is simply magical. We are going back in hopes of improving a few little things too

 

[kaytieeldr]

That reminds me of a Seinfeld show--you know how to "take" the reservation but not how to "hold" the reservation!!

OT again, but that was for a rental car... and it actually happened to me, in December in Las Vegas! Two hours to get through a line of about twenty people, get up to the garage to pick out a car and... NO CARS! At 3:30 in the morning :

 

[luvthemouse71]

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.

Good catch!

 

[ikiru1952]

I have seen a front desk CM step to answer a phone. You do not know who she dialed. Unless people here are all knowing which I highly doubt.

If she saw a picture of the room and that kind of comment was made it is way out of line with how CM are trained to respond and unacceptable.
OP your post was fine. I am sorry the disboard is so unfriendly these days.

 

[kaytieeldr]

I have seen a front desk CM step to answer a phone. You do not know who she dialed. Unless people here are all knowing which I highly doubt.

I have not noticed this, and I don't know anyone else who has, but that does not mean it doesn't happen. It would make much less sense than a call coming in to a line/phone/switchboard 'out back', and then if the call was for a specific individual that either a message would be taken or, in an emergency, the individual would be removed from dealing with the public to instead take the call.

What I do know, though, is that all calls from the rooms, despite the Guest using the "Front Desk" speed-dial button, go not to the Front Desk - they go to an on-site call center where the CMs who answer the phones have computer access to your information - so it SEEMS as if they're at your resort. This then frees up the Front Desk Cast Members to deal with Guests checking in, checking out, and when Lobby Concierge is closed allows them to answer questions the Guests standing in front of them have.

If she saw a picture of the room and that kind of comment was made it is way out of line with how CM are trained to respond and unacceptable.

If the events are exactly as she reported them, the CM did not lie. The OP states "Then he lies and says I can't beleive everything I see online!!!!!!!"

Anybody who thinks you CAN believe everything you see online is operating under unreasonable misconception. Simple common sense.

I know I am sick of posters like kaytieeldr

Great. Go to your User Control Panel. There is a list of options on the left side of the screen. The bottom one is "Buddy List / Ignore". Please put me on ignore.

 

[danielmorgan03]

Wow this thread has been one big confrontation. The OP was venting and writing out of anger. This means that some of it may be incoherent. Granted I do believe that it is not something to get that worked up over, but it was not my vacation. The OP can be outraged if he/she wants to be. Just as we can post these outlandish and sometimes outrageous comments.

 

[NJR]

Some definitions, taken from Miriam-Webster (bolding mine):

LIE - "To make an untrue statement with intent to deceive"

MISTAKE - " A wrong action or statement proceeding from faulty judgment, inadequate knowledge, or inattention"

Sorry OP that you had such a rotten experience, but it seems there is a reasonable chance that the CM on the phone, who in all likelihood was MILES away from the actual front desk and resort itself, was mistaken, not lying (giving incorrect information not necessarily being the same as maliciously misleading). Hope your future trips go more smoothly!

 

[poohgirl6]

The OP had a less than magical interaction with a CM that put a damper on the trip. She came back to the Dis boards to vent about it. Her post doesn't seem intentionally inflammatory to me I don't see where the OP has returned since the first page so perhaps she vented and moved on. Perhaps that's what we should all do now.

 

[bravos66]

Sorry to hear about your experiences at CSR. I would have been disappointed to be in one of the non-renovated rooms, after seeing the beautiful pictures Buzz posted. The correct response from the desk clerk/phone employees would have been to agree with you that you were not in a renovated room. And to ask if there was any other way to make your visit happy. Hope you had a great trip anyway.

 

[redrosesix]

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!

Sorry OP, but I have to join this club. I can understand if you had visited this resort 3 times a year for the past 8 years (which I'm sure some people have) and had yet to have a newly renovated room -- knew the CMs by name and vice versa -- then, maybe, I can see being ticked about not getting a room request.

But this was your first visit, as you said, and probably the reason why you were so ticked to not get towel animals. BTW, we didn't get them at all on our last visit, found two in our window when we arrived this year and left them for the next people (no telling how long those towel animals have been there)

Just hoping that those who read this and are currently planning their own first trip to WDW do not have the same impossible expectations. You will still be in the world if you do not get your room request. You will still have a great time if you do not get towel animals. If your room is clean and you have a great attitude, your family will make their own magic.

 

[Luvamouse]

The OP had a less than magical interaction with a CM that put a damper on the trip. She came back to the Dis boards to vent about it. Her post doesn't seem intentionally inflammatory to me I don't see where the OP has returned since the first page so perhaps she vented and moved on. Perhaps that's what we should all do now.

Given the way some of the responses to the OP's OP have been... I don't know if I'd come back either. It does seem to get a bit more heated than necessary on occasion when people post unhappy comments. Too much hair splitting. (I have enough split ends and so tend to sympathize and move on.) I have noticed though, that not too much questioning goes on when people report early check in, short lines, magical moments or polite CMs.

 

[kaytieeldr]

I have noticed though, that not too much questioning goes on when people report early check in, short lines, magical moments or polite CMs.

Well, now, that's true... I'll have to pay more attention to those posts...

 

[BreezysMom]

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

I mean no offense to the OP this this type of disappointment about towel animals really bothers me on the DIS. No where does it say "Come to Disney and get towel animals every day" I would much rather have Mousekeeping spend their time cleaning my room then making towel animals. Yes, it is a nice treat but to expect one every day...come on?

On our last trip we stayed atthe Poly 8 nights and did not get one towel creation but our room was spotlessly clean from the bathroom to the floor being vaccumed. This is what I expect from Mousekeeping, nothing more.

 

[Stitch2244314]

Some definitions, taken from Miriam-Webster (bolding mine):

LIE - "To make an untrue statement with intent to deceive"

MISTAKE - " A wrong action or statement proceeding from faulty judgment, inadequate knowledge, or inattention"

Sorry OP that you had such a rotten experience, but it seems there is a reasonable chance that the CM on the phone, who in all likelihood was MILES away from the actual front desk and resort itself, was mistaken, not lying (giving incorrect information not necessarily being the same as maliciously misleading). Hope your future trips go more smoothly!

Ok, I think we're all taking this a little too seriously. Obviously, this CM put a damper on the OP's vacation. I'm glad they were eventually able to enjoy themselves anyway, but it can be very aggravating when you have bad experiences with the CMs! The OP paid good money to go on that trip, and jeez, we can't even let her choose the words she wants to use to describe that trip! Let's not bother looking up definitions of words the OP used in her trip review, and let's just let her post what she wants to post.

 

[luvthemouse71]

I think what people have to realize is that you are posting on a public message board. While you are entitled to post what you want and to have opinions, other people are also entitled to call you on what you write and to disagree with you.

Yes, the OP is within her rights to be upset that she didn't get the exact room she wanted and that they only got one towel animal. The rest of us are within our rights to think she's overreacting and are within our right to post this opinion. I don't think one person here has been nasty at all or abusive. If someone's feelings are hurt by people merely disagreeing with them, well, that's unfortunate.

 

[LoraJ]

I mean no offense to the OP this this type of disappointment about towel animals really bothers me on the DIS. No where does it say "Come to Disney and get towel animals every day" I would much rather have Mousekeeping spend their time cleaning my room then making towel animals. Yes, it is a nice treat but to expect one every day...come on?

On our last trip we stayed atthe Poly 8 nights and did not get one towel creation but our room was spotlessly clean from the bathroom to the floor being vaccumed. This is what I expect from Mousekeeping, nothing more.

She said a few posts later that it was acceptable that they didn't get more towel animals. She was just disappointed in the way she was treated by the CM. Her trip, her right to be upset.

To the OP, I hope you have a better stay next time. Out of the resorts we stayed at on Disney property, we had the least friendly CM's at CSR.