dining reservationist changed my resort reservations without my consent!!!!!!

[sarah4770]

I booked a four night stay at the contemporary using the discount package, via the internet. I just booked room and one day base ticket for 2 people. I called dining to make dinner reservations. she asked if I was on dining package. I said no, but maybe I will add it. She said that no changes could be made on an internet reservation. I was like ok..... i'm just makeing my dinner reservations right now. Made the reservations, she asked if she could check to see if I could change my Internet package. I said;;If you want to... I am on the phone now for 25 minutes, on my dime(just for 3 dinner reservations, mind you)... and I hung up. she had put me on hold for a while. I figured I would call back when I decided if I wanted to change my package.
Well, just checked the Disney site, under my vacation.
My ressie was changed!!! To magic your way plus dining, and at full price too!!!!Not the discount Price. I am steamed. That is VERY ARROGANT of HER!!!!!!!
I don't know who to call inthe am, but I better cool down first!!!!!!!!!!!!!!!!!!

 

[back2disney]

I booked a four night stay at the contemporary using the discount package, via the internet. I just booked room and one day base ticket for 2 people. I called dining to make dinner reservations. she asked if I was on dining package. I said no, but maybe I will add it. She said that no changes could be made on an internet reservation. I was like ok..... i'm just makeing my dinner reservations right now. Made the reservations, she asked if she could check to see if I could change my Internet package. I said;;If you want to... I am on the phone now for 25 minutes, on my dime(just for 3 dinner reservations, mind you)... and I hung up. she had put me on hold for a while. I figured I would call back when I decided if I wanted to change my package.
Well, just checked the Disney site, under my vacation.
My ressie was changed!!! To magic your way plus dining, and at full price too!!!!Not the discount Price. I am steamed. That is VERY ARROGANT of HER!!!!!!!
I don't know who to call inthe am, but I better cool down first!!!!!!!!!!!!!!!!!!

Wow!
I would call back and talk to the highest ranking person available.

I have always been afraid of hanging up on someone when they have my reservation info in front of them no matter how snooty they are. I guess that is what would happen - Wow!

 

[helenk]

WOW,
I would have never thought that Disney Dining could change your resort reservations.

 

[DreaminDisney]

Did you get a chance to call back? Can't you still use the discount and just add the dining pkg?
This is why I never hang up when I'm on hold as much as I want to

 

[back2disney]

Use this number when you call back.. 1-800-828-0228

 

[sarah4770]

Thanks for the 800#. I called and had them cancel the reservation, and will rebook on the internet as soon as it shows the reservation is cancelled.
The resort reservation person said she wasn't suppossed to do that( make a change to my internet reservation) but I didn't press it any further. Have calmed down a bit.

 

[speakupjc]

I would suggest that you call back and speak to the Guest Services Manager and ask what they will do to make this up to you. A CM changed my reservation while I was on hold for an hour and a half despite my having told her not to change it per a Disney Supervisor. The CM didn't even call me back so needless to say I was hot. I spoke to the Guest Services Manager and received the following: (1) They got me the cheaper package rate when it came out and called to tell me that everything was the same but that I would be receiving $381 back on my credit card. (2) An autographed character postcard for my child upon check in and (3) they are trying to arrange VIP seating for me at Illumnations. It doesn't hurt to ask what they can do for you, if they are a good CM they will do something. Good Luck!!!

 

[Northstar]

Speakupjc, how do you get hold of a Guest Services Manager??? If I say sternly, "I would like to speak to a manager," will they actually transfer you?

Not Disney especially... but I spend way too much of my life in call center purgatory, talking to people who can't help me and don't seem to be at all accountable for any misinformation they give or for actually providing any customer service. Is there a magic key out there somewhere to get me in touch with someone up the ladder, who can and will actually help me?

 

[speakupjc]

I just kept repeating (actually twice) that I wasn't happy and wanted to speak with a manager to see what they could do to resolve the problem and make me happy. I also explained the situation. To get to the Manager I called the Disney Travel Company. Let me know by sending me an IM how it works for you. If it doesn't let me know and I will try to send a little Fairy Dust (ie a phone number) to you and get you some support. You certainly deserve something for your trouble.

 

[FirstNo]

WOW,
I would have never thought that Disney Dining could change your resort reservations.

That's because it wasn't DD, it was CRO. CRO is divided up into different sections. A few of the sections are trained in dining, in addition to what you would consider normal room resvs. When DD is busy, they get the DD overflow. I picked up on that as soon as the OP wrote the agent offered to check if the rsv could be changed (but that's because I was one of those agents up until the end of Aug). To me, it sounded like a miscommunication. The agent assumed that when the guest agreed to the check that he/she was agreeing to the change. The agent should have called the guest back and made the offer, at that time, but if the agent thought she had the 'ok' to make the change, I can see why it was done.

 

[SnackyStacky]

WOW,
I would have never thought that Disney Dining could change your resort reservations.

They're all cross-trained and in the same center. (Most of them, anyway - there's an overflow center in Tampa - at least there used to be) So if you speak to someone in dining, you can call back the reservations line and end up with the same person who made your dining reservations.

If you can't get anywhere with the floor agents, ask to speak to guest services. And have a printout of your original reservation confirmation. They'll fix it for you.

 

[sarah4770]

But the while point is, I just called to make 3 dinner reservations, was not sure if I wanted to buy the dining plan. And I thought she was just checking to see if I could add it IF I wanted it. She still had no right to change it. Oh well, I am making new resort ressies today anyway.

 

[SnackyStacky]

But the while point is, I just called to make 3 dinner reservations, was not sure if I wanted to buy the dining plan. And I thought she was just checking to see if I could add it IF I wanted it. She still had no right to change it. Oh well, I am making new resort ressies today anyway.

Don't know if you were addressing me, but I agree! She had no right to do that.

I was just saying not to worry about losing your original rate. Just trying to ease some of the tension!