dining lady cancelled my reservations without my permission!!!!!!!!!!!!!

[mickey778]

I called the other day to verify a time on my ressie. I decided to verify all of them since I had heard about problems. She told me "OH you have 2 at TOny's 5 min apart. We need to cancel one." I told her no. To get our whole family of 9 in I had to break us up by 5 min. She tried to tell me that was not allowed etc. I then told her that another CM is the one that did it for me in the first place and we have 3 rooms etc. They will not let you put it under the other persons room ressie if you do not know all the info under the reservation. She let it go and I hope noone else tries to cancel it on me.

 

[wdwmom0f3]

Personally I never double book because how many of us plan for months, then when we are 180 days out we get up at 4AM to call to make our ADR's? I do, and it would upset me to think that I couldn't get something because someone didn't know if they could make it at 5 or 6 so they booked both. I find it rude to do that. Pick one and stick to it.

I can see having two if you are booking for two families under your name, but that's it. Even then, I think they should be in different names.

 

[sndral]

Odd that we seem to be getting an increase in reports of CMs telling callers they need to cancel double bookings - I suspect this may be new procedure for CMs. My theory is that because 'free dinning' has mutated from a month plus in the early fall to a year round promotion, demand on sit down restaurants and thus ADRs has increased. Hence 'hoarding' of bookings became more of an issue with the increase in demand. The other issue is Disney's ability to maximize profit @ their restaurants - if 500 guests have booked restaurant X, restaurant X schedules a certain number of employees to be there, orders a certain amount of food, etc.. If half of those booked people don't show then it has cost Disney money, and cancelling the day of or a day or 2 before won't fix that.
I've never double booked, and have no problems w/ auto canceling 'double' bookings as long as there is a warning when you book that this will happen - 'exceptions' can always call. But IMO a credit card guarantee & a $20 or $30 charge for no shows is a better way to go - that way people legitimately needing to double book can and those 'hoarding' will pay for Disney's lost profit from no shows.

 

[5DisneyNuts]

While there have been more reports of double bookings being cancelled, I don't know if this has actually been the case. This has become a hot topic and some posters will come out with their friend of a friend's experience (NOT directed at the OP or anyone else on this thread, btw).

A number of these reports are pot stirring just like the old Disney Adult vs. Child DDP Credit discussions. That hit Disney in the pocket so they did something about it. The restaurants can always take walk ups which happen all the time since not everyone plans like we do. Will they do something about double bookings? Maybe, but it would be a difficult thing to program.

I can't see why CMs would cancel what they think are double bookings at will with no notification since that can and will cause a number of ugly confrontations for the front line dining CMs at the restaurants. Not to mention the cancellations can be tracked back to whoever cancelled the ADR regardless of what WDW is telling the guests.

Personally I disagree with multiple reservations and have no problem making one reservation per meal since I base my parks on EMH and best/worst days, and I can see how frustrating it is for people being shut out. For the most part, the dining is not that big a deal to me.

I have no problem if WDW instituted a no show fee along with a cancellation option on the phone line so you don't have to wait and go through the computer questions.

Odd that we seem to be getting an increase in reports of CMs telling callers they need to cancel double bookings - I suspect this may be new procedure for CMs. My theory is that because 'free dinning' has mutated from a month plus in the early fall to a year round promotion, demand on sit down restaurants and thus ADRs has increased. Hence 'hoarding' of bookings became more of an issue with the increase in demand. The other issue is Disney's ability to maximize profit @ their restaurants - if 500 guests have booked restaurant X, restaurant X schedules a certain number of employees to be there, orders a certain amount of food, etc.. If half of those booked people don't show then it has cost Disney money, and cancelling the day of or a day or 2 before won't fix that.
I've never double booked, and have no problems w/ auto canceling 'double' bookings as long as there is a warning when you book that this will happen - 'exceptions' can always call. But IMO a credit card guarantee & a $20 or $30 charge for no shows is a better way to go - that way people legitimately needing to double book can and those 'hoarding' will pay for Disney's lost profit from no shows.

 

[TiggerTrigger]

I would not be surprised if Disney - sometime soon - announces a clear cut double booking policy. Especially with all of the free dining out there. Sure, it's highly inconsiderate to others trying to make ressies, but double booking is a financial drain on the restaurants.

30% is the estimate that is usually floating around for the percentage most restaurants are double booked. Disney has to have enough staff on duty and food ready for everyone booked- even though they suspect there will be no shows and late cancelations. On the flip side, there are lots of people who try to get ressies in advance, but give up b/c there is nothing good out there due to double booking- so they never bother trying last minute ressies or walk ups. In the end, the restaurants and staff lose $.

There are ways around getting caught up with double booking if you have a large group that wants to branch off. i.e. I'm sure enough people in the group have e-mail addresses and different names to avoid double booking issues...so that argument just doesn't hold water for me.

All in all- Disney needs to set a policy on this since it's also no good to have CMs taking justice into their own hands...even if it does provide some gratification to those who despise double booking.

 

[stitch34]

I think it's wrong for the CM to have cancelled them!
Now, I could understand double booking being wrong in the case of someone with multiple double bookings - really, make up your mind, decided where you're going to be and narrow down your dining choices.
BUT... I really see nothing wrong with being double booked on one or two ADRs.
I know for us.... we just had Nov 30th double booked at Ohanas and Crystal Palace. Certainly we wouldn't keep both of them and would cancel one... but was waiting for one of those to open up on another day. So if earlier in our trip, for instance, Ohana opened up, great, would cancel it on the 30th - or instead if CP opened up earlier day, would cancel that instead. Just matter of holding onto both till one of them opened up another day. Just a matter of keep checking online till something opened up to then cancel the double booking.
That's just an example of how I've been double booked before. Upcoming trip we have 21 ADRs (9 days of deluxe dining). Out of that, just one double booking as described above. Sorry, I see nothing wrong with that.
I DID earlier today find another Ohana opening on another day - not truly the day I want it, but that's okay, I took it. So did end up cancelling my double booking on the 30th now. Just get so worried about stuff getting cancelled.

Now... someone who has let's say Thanksgiving dinner booked at 3 restaurants, because perhaps they don't know what they'll be in the mood for that day.... or multiple days where they can't decide what park they'll be in so have ADRs booked at a few places.... or having dinner ADRs booked same day at different times, thinking now sure what time they'll want to eat yet, will decide then... that's wrong!

I see nothign wrong with the OP being double booked for that one meal, stating that they were still deciding and would be cancelling the other one.
I also see nothing wrong with the CM pointing it out - could have been a case where the OP would have been like oh, I totally forgot to cancel one of those when I found something else, just unintentionally being double booked.

I have a friend who joined us out last trip. I told her hey, for such and such date, see if you can find us something at X time at Hollywood Studios (we arrived days earlier than they did, I had no computer access and hate calling!) She calls back later... yep, I booked Sci Fi at 8:00 and Mama Melrose at 7:30 and 50's at 8:00 - something like that... that we can all figure out what we're in the mood for that day. I said ohhh no! You can't book all of them! I think a lot of people don't realize or even think about double booking is taking away from others.

 

[Princess Vespa]

There are ways around getting caught up with double booking if you have a large group that wants to branch off. i.e. I'm sure enough people in the group have e-mail addresses and different names to avoid double booking issues...so that argument just doesn't hold water for me..

But with that arguement you can still double book. i have mutiple e-mails myself. I can easily book 3 separate places and hoard ressies under 3 separate e-mails. Doesn't solve the double booking issue at all. All that will do is complicate legit reservations if a person has to make more than 1 reservation for the day since the party wants to split up for meals.

Its just easier for me to make all the dining ressies instead of having this person reserve that place, I will do this place...it gets confusing than to remember whose name you put whose reservations under. Also, I sit in front of a computer all day for work while no one else in my party does. So it is easier for me to make all the reservations.

If this is an issue (and I believe it is since I know how hard it is to get reservations) than Disney needs to come up with a policy. A stated policy. My point was that since it is not written anywhere that you cannot have multiple reservations per day for dinner, than they should not delete your reservations without prior notice.

 

[cdsmom]

The customer service agent probably was not too happy with when you hung up on her. Remembering her name probably won't resolve your problem, will it? Maybe a possible solution would be to nicely address the next customer service person and ask for their help?

I actually just got off the phone with a WDW CM (Name: Audrey ? with an accent) to cancel a prev resv booked before the upgrade and of course I didn't have my conf. number. I didn't think it would be a big deal since I've cancelled a couple previously by calling.
So...at first she was very short and borderline rude telling me that there's no resv found. Then I began to explain that I've cancelled a couple with the same exact situation with no problems. Not only did she keep interrupting me, but very condescending tone saying, "I didn't say I can't find it...I'm just saying that it's not here!" Then I simply let her do her thing trying not to provoke her to "accidentally cancel" my current reservation. Now, I understand that with this system upgrade...they probably added much more CM's to answer these calls (wait time 30 sec. ), but I don't think that all of them are as experienced with handling these reservations as much as the other CM's. With that in mind, I'm sure all the calls they're currently receiving are the ones' frantic about the ressies...understandably. HOWEVER, this type of customer service is very UNDisney and shouldn't have to be the case.
Sooo...I addressed her very nicely (knowing that it could get to a much uglier situation & harder to rectify) and went finished with "HAVE A GREAT DAY!"

 

[Tricia1972]

As stated before, nobody on the board should be attacked for doing what they feel is right so long as they are compliant with Disney's rules and regulations.

Disney has no written rule or regulation on this, and people are free to express what they do without fear of attack or having to defend their actions.

Please keep your posts limited to what you would personally do and keep away from debating/attacking others.

 

[maxiesmom]

As stated before, nobody on the board should be attacked for doing what they feel is right so long as they are compliant with Disney's rules and regulations.

Disney has no written rule or regulation on this, and people are free to express what they do without fear of attack or having to defend their actions.

Please keep your posts limited to what you would personally do and keep away from debating/attacking others.

I need to ask: Don't you think the fact that a warning pops up to tell you that you are double booked indicates that Disney does indeed not condone the practice?

I'm not trying to be smart with you at all, but to me that is what it indicates. Why would they warn you otherwise?

 

[mickey778]

I can see having two if you are booking for two families under your name, but that's it. Even then, I think they should be in different names.

This is not possible if you are 180 days out. It HAS to be booked under the name and reservation # of the main guest on the hotel reservation when you call. Believe me I tried when I was making my aunts anniversary reservation seperate from ours.

 

[ccgirl]

While you (a general rule) may be just one person and see nothing wrong with 1 or 2 ressies being double booked. What if everyone did it? The lack of common courtesy these days is amazing. They release the park hours 180 days in advance as well. Many people plan what days they will be in what parks 180 days in advance and make their dining reservations accordingly. Some people with last minute trips have great difficulty getting dining, in part because many people are double booked. That is simply not fair. I don't care if it's "technically" allowed. It is not nice and not considerate. I am so glad WDW is finally cracking down on it. There have been lots of reports on the boards about this but people still get upset when it happens to them. As far as splitting up your party. Do it under separate names. You do not need a room ressie for a dining reservation.

 

[Tricia1972]

I need to ask: Don't you think the fact that a warning pops up to tell you that you are double booked indicates that Disney does indeed not condone the practice?

I'm not trying to be smart with you at all, but to me that is what it indicates. Why would they warn you otherwise?

If there wasn't an option to keep both reservations I'd agree with you.

There is an option to keep both reservations, which means that Disney has no direct policy against it.

Not saying I do it personally, and I don't believe in it. However DISNEY has no rule against it and that's the moral compass that we have to follow here.

The CMs who follow their own guidelines are wrong in this instance. They're hired by Disney and they should be following Disney's policy, not their own belief system.

 

[mickey778]

Do it under separate names. You do not need a room ressie for a dining reservation.

Yes you do if you are 180 days out. If you do not have a reservation then you can only book 180 days from the DATE you want. If you have a reservation you can book 180 days from the start of your reservation and then for another 10 days.

 

[Tricia1972]

Yes you do if you are 180 days out. If you do not have a reservation then you can only book 180 days from the DATE you want. If you have a reservation you can book 180 days from the start of your reservation and then for another 10 days.

This is a Disney Policy though. The 10 days is a perk for on-site guests, and it could be argued that your guests who aren't staying onsite wouldn't be allowed the same on-site perks.

It's splitting hairs, but I can see the point in this case.

 

[GailT]

I just changed Citricos for Artist point, I want to try something different this trip, I am staying at WL so I am excited

 

[triplejen]

I need to ask: Don't you think the fact that a warning pops up to tell you that you are double booked indicates that Disney does indeed not condone the practice?

I'm not trying to be smart with you at all, but to me that is what it indicates. Why would they warn you otherwise?

If it was important to Disney to absolutely forbid double bookings, then the pop-up would say "you are currently holding 2 simultaneous reservations. one must be cancelled at this time. please indicate which to cancel; if you close this window without selecting one, both will be cancelled" or something along those lines.

I imagine the reason they don't is because there are many legitimate reasons for one person to be holding two, three or more simultaneous reservations. I happen to have several "double-booked" ADRs for my trip next month.

I am traveling with a party of 8. We were originally a party of 5, then 3 more family members decided to join in long after I had made our ADRs. For many days, I was not able to change existing ADRs from from a party of 5 to a party of 8, so I ended up having to make second reservations as close to the original ones as possible (sometimes up to 30 minutes apart, but most within 10 minutes) for the remaining 3 people.

On one day, I am taking all the kids to the Sci-Fi while the rest of the "grown-ups" are going to eat at the Brown Derby. I am holding 2 simultaneous ADRs for 4 each on that day. On other days, I just have multiple reservations at the same restaurant at the same time.

Just yesterday 2 more family members decided to "surprise" us and will be joining us for a few days of the trip. I am now looking to make THIRD reservations for some of those meals.

After all the effort I have put into making all of these PERFECTLY LEGITIMATE double and triple-bookings, I would be fairly livid if a CM who thought I was up to no good decided to cancel my ADRs without asking.

 

[ccgirl]

Yes you do if you are 180 days out. If you do not have a reservation then you can only book 180 days from the DATE you want. If you have a reservation you can book 180 days from the start of your reservation and then for another 10 days.

I usually stay off site so I do not have a room reservation number. I call 180 days from each date I want to book. If you are staying on site you can call 180 days from your first date and book 10 days out. I just call each day exactly 180 days out from the date I want a dining reservation and I'm fine.

 

[Sammie]

Basically the new policy is Disney warns you when you have conflicting ADRs and advises you to cancel one. It is then up to the guest to make the responsible choice.

We don't double book, if we change our mind we take what is available.

 

[bumbershoot]

After all the effort I have put into making all of these PERFECTLY LEGITIMATE double and triple-bookings, I would be fairly livid if a CM who thought I was up to no good decided to cancel my ADRs without asking.

Absolutely, and me too. Though I only have one of those situations.

Basically the new policy is Disney warns you when you have conflicting ADRs and advises you to cancel one. It is then up to the guest to make the responsible choice.

We don't double book, if we change our mind we take what is available.

It does NOT "advise" you to cancel anything. It makes sure you know you have another. And then it gives you a choice. That's it.