Customer Service Rep gave wrong info?

[lyds4sure]

I am new to the board, sorry if this is posted in wrong spot. I am very discouraged about my reservations and wanted to know if anyone else has had the same problem. I made my reservations and paid for my trip to Animal kingdom lodge with base ticket and dining plan. Dining plan was free according to Customer service rep. I get my confirmation by email and it has no info. about dining plan. I called and explained the problem and they said they do not offer this promotion with a discounted room. I feel like they should honor this, if that is what the Customer service rep told me. So, here I sit and wait. The Supervisor is going to pull the phone call (hoping that is was recorded) to prove what I was told. Has anyone ever gone through this and what was the outcome? If they can get the recorded phone call, it is clear the CSR told me the dining plan was included for free. I just hope they honor their word and not say sorry we messed up.

 

[KatMark]

I am new to the board, sorry if this is posted in wrong spot. I am very discouraged about my reservations and wanted to know if anyone else has had the same problem. I made my reservations and paid for my trip to Animal kingdom lodge with base ticket and dining plan. Dining plan was free according to CSR. I get my confirmation by email and it has no info. about dining plan. I called and explained the problem and they said they do not offer this promotion with a discounted room. I feel like they should honor this, if that is what the CSR rep told me. So, here I sit and wait. The Supervisor is going to pull the phone call (hoping that is was recorded) to prove what I was told. Has anyone ever gone through this and what was the outcome? If they can get the recorded phone call, it is clear the CSR told me the dining plan was included for free. I just hope they honor their word and not say sorry we messed up.

Do you mean Central Reservations Office (CRO)? And not CSR (CSR is the Coronado Springs Resort). You can only get one discount per reservation -- so if you used a pin code or a 20/30/40% off code for your room, you cannot get free dining. If you got free dining, then you c ould not use the 20/30/40% off code.

 

[mytripsandraces]

I think the OP means Customer Service Representative.

 

[KatMark]

I think the OP means Customer Service Representative.

Thanks...I guess I never saw those initials used for that before.

 

[lyds4sure]

Yes, I did mean Customer service rep. I did not use a discount code for the room, that is what is confusing. Regardless, I just want them to agree to what they sold me on the phone. I was curious if anyone has had this issue before and what was the outcome?

 

[Metro West]

 

[mickeystoontown]

It sounds like the rep booked your reservation using a room discount (even if that's not what they said they did). If that's the case, then it's not likely that they will give you the free dining. You may have to choose one or the other since they can't "stack" discounts. Let us know the outcome.

 

[lovetoscrap]

I am going to move this to the Codes and Rates Forum. Please do let us know what ends up happening.

 

[vicki_c]

Depending on your party size and resort, a room discount may be less expensive for you than paying rack rate and getting free dining. This is more often true at the deluxes, like AKL. So it is possible that the CM booked you the best deal out there - a room discount - rather than free dining. So you may have a better deal as it is than you realize.

But I agree with the others, they don't let you use both a room discount and free dining - free dining requires the purchase of a rack rate (=full price) room and a ticket package.

 

[msjprincess]

What rate does it list on your confirmation? When are you going?

 

[Gipperland]

Been doing the Disney thing forever and I have had the same thing happen to me. Unfortunately, everyone is right. Disney does 1 discount per reservation. I hope for you that I am wrong, but most likely you will get (what Disney does best) the "we are so sorry for the confusion, but..." Disney has made it an art form to apologize and do nothing. In spite of this, Disney is still the happiest place to vacation.

 

[PrincessTiffany]

What room code did they apply? If it's the 40% off room discount code, that's most likely a better discount than free dining discount. Free dining is usually (note people, that I said usually) a better discount at the value and moderate resorts and the 40% off room code is better at deluxe resorts, which AKL is.

 

[mickeystoontown]

Original Poster: What ever happened?

 

[lyds4sure]

Thanks for the feedback. Unfortunately, the Supervisor who is dealing with me and trying to pull the phone conversation will not be back until Saturday. So, hopefully I will find out by then. I tried calling again today, because I am a planner and I need to know what is going on. They could not help and said I would have to wait until Sat.

 

[lyds4sure]

What room code did they apply? If it's the 40% off room discount code, that's most likely a better discount than free dining discount. Free dining is usually (note people, that I said usually) a better discount at the value and moderate resorts and the 40% off room code is better at deluxe resorts, which AKL is.

They did not tell me what if any codes they used.

 

[msjprincess]

They did not tell me what if any codes they used.

What does it say on your confirmation?

 

[02AggieGirl]

I am new to the board, sorry if this is posted in wrong spot. I am very discouraged about my reservations and wanted to know if anyone else has had the same problem. I made my reservations and paid for my trip to Animal kingdom lodge with base ticket and dining plan. Dining plan was free according to Customer service rep. I get my confirmation by email and it has no info. about dining plan. I called and explained the problem and they said they do not offer this promotion with a discounted room. I feel like they should honor this, if that is what the Customer service rep told me. So, here I sit and wait. The Supervisor is going to pull the phone call (hoping that is was recorded) to prove what I was told. Has anyone ever gone through this and what was the outcome? If they can get the recorded phone call, it is clear the CSR told me the dining plan was included for free. I just hope they honor their word and not say sorry we messed up.

It sounds to me like the CM gave you the 40% off discount instead of free dining. You cannot get both discounts, but they should be able to change your reservation from the 40% to free dining.

 

[StrwLady]

Well we can figure out if the CM (cast member) booked you with a discount or not.

When are you going?
How many people?
-Adults - 10 and up
-Kids - 3 to 9
You said the AKL right?
-What room category (example standard, water etc)
Did you add the dining plan?
How many days on your tickets?
-Park hopping?
-Water park and more?
What was the total of your package?

With this information someone here can figure if the CM did or did not book you with a discount.

As some have said being at a Deluxe you might come out cheaper with the 40% code then you would with the free dining code.

Sad to say I doubt that they will honor the free dining if they did indeed give you the 40% offer. I could possibly see them re-booking you with the free dining code even if there are no rooms left for that package. But I would thing that would be about it. I have seen many here say they received misinformation from a CM but did Disney did not honor that seeing there was nothing in writing.

Good luck with Disney. Let us know what happens

 

[sjs314]

Well we can figure out if the CM (cast member) booked you with a discount or not.

When are you going?
How many people?
-Adults - 10 and up
-Kids - 3 to 9
You said the AKL right?
-What room category (example standard, water etc)
Did you add the dining plan?
How many days on your tickets?
-Park hopping?
-Water park and more?
What was the total of your package?

With this information someone here can figure if the CM did or did not book you with a discount.

As some have said being at a Deluxe you might come out cheaper with the 40% code then you would with the free dining code.

Sad to say I doubt that they will honor the free dining if they did indeed give you the 40% offer. I could possibly see them re-booking you with the free dining code even if there are no rooms left for that package. But I would thing that would be about it. I have seen many here say they received misinformation from a CM but did Disney did not honor that seeing there was nothing in writing.
Good luck with Disney. Let us know what happens

What She said.....I had recieved a pin for the 20/30/40 % off in the email it said ask about the discounts on villas, so I called and inquired of the CM what the % off was on villas and was told 45% whoopee I did not book right then since I wanted to run it past DH but called later the same day after I did the math on what it would cost.
The cm gave me the total cost and it was a bit higher than what I had come up with so I asked her if that was with the 45% off she said yes it was so I booked thinking I had errored when doing the math.

Nope the figure she gave me was only 40%, I was going to call back but decided I would just get the runaround so I did not bother calling CRO back.

 

[5DisneyNuts]

They did not tell me what if any codes they used.

Hi OP. Sorry this has been frustrating for you and hope it hasn't taken all the excitement away and turned it to aggravation.

If I was you while I was waiting I would be running the numbers myself so I have something to compare. Free dining is easy. Plug in all the rest of you information, tickets and see what the price is without the dining plan. That should be the price with free dining and rack rate price for the room. BTW, I have had my first confirmations come without mention of the dining plan during free dining, but when the detailed package comes (with luggage tags, etc.) it lists out 1TS, 1CS, 1S per person per night.

To see if you have a room discount, plug in a room only reservation for your dates at rack rate. Discount that number by 20%, 30%, and 40% and add the price of tickets and figure $42.00 pp per night for the dining plan.

You should come up with numbers resembling your package quoted by WDW so you can see what you have. Also make sure the CRO didn't add vacation insurance (around $112 or so) if you don't want it as that is the default setting on their screen.

Usually WDW won't let you use multiple discounts, however if the recording has the CM quoting you a price with a room discount and saying that includes free dining and you paid in full at that moment you may be able to keep both. If you didn't pay in full WDW has the right to correct errors and not honor mistakes by either the computer or a CM.

If you need any help with the numbers let me know.

I hope things work out for you!