disney just called;error in their system

[Jeepchick]

No worries, friends. People can take me out of context if they want - doesn't quite matter which way I get my point across. And yes, I do want you to complain if something goes wrong, and I will listen to every word you say and be as understanding as humanly possible, but please understand if there's not really much I can do about it sometimes. If you're still not satisfied with that answer, please ask to speak with a manager insted of berating us about why we can't do what you want us to. They have more power than we do, but they still can't construct an extra room if there's not one open available.

I just don't want to see anyone crying in the breakroom this week. I can't tell you how many there were over the 4th of July holiday.

 

[wdwfan]

I felt like I needed to post both of Jeepchick's posts in full as they have been quoted out of context by others to help them make their own points. During this same time, they tried, judged and crucified Jeepchick as if she was cancelling ADRs herself when she said she wasn't from the start.

In my opinion, Jeepchick's posts were to remind us that this is all out of our control. Even the CM you might get is out of your control and not all CM's are cut from the same cloth. As much as we'd like to believe that all Disney CM's (or anyone in the service industry for that matter) is above reproach, many are and if you make them upset they might (and probably have) do things to make your trip a little less than magical. I don't think it's right. I don't believe that Jeepchick thinks it's right, but it does happen like it or not.

I'm sure the CM's want to make everything perfect for the guests. They'd love to keep your Pop reservation, but they can't. They'd love to upgrade you to the Cinderella Castle Suite, but they can't. My understanding from the posts was that she wanted to simply point out that if your unkind to the "wrong" CM, that something could happen.

And yes, I believe her comment was a joke (i.e. sarcasm) when she stated:



Again, this is pointing out what can happen, not what she believes is right.

Sorry for the diatribe, but I felt emphathy for Jeepchick as she was just the messenger. Please don't shoot the messenger if you don't like the message by quoting out of context and attacking her personally.

Now back to whatever topic we're on now in this thread....

Unfortunately, dealing with the public is part of a CM's job. They are on the front lines and take the most hits. Many people work with the public, myself included, and learn that remaining professional is the best way to deal with people who are having an issue. Even to suggest, either through the guise of sarcasm or humor, that CM's can exact their revenge upon complainers by canceling ADR's or whatever, is highly unprofessional. Things like this happen, but to speak of them on a public board and remind people that if they complain the wrong way then this might happen to them, just tarnishes Disney. Does Disney really want to be represented this way?

I think that when the CM's have an irrate guest they more than likely already have management on their side. That's got to be huge for them. All they have to do from that point on is remain calm, friendly, accommadating if at all possible, and suggest to the guest that they speak to management if they are unhappy. That's part of managements' job. I know it's easier said then done, and if anything, many people on this board will go next week keeping things in perspective.

 

[Amy&Dan]

You don't have to defend yourself anymore! There will always be people on here that do not agree with you, and some of them will not be very nice about it. This seems to be a recurring problem with Disney at the beginning of FD at Pop. They overbook the resort and then try to remedy the problem later last minute. Shame, shame!

I for one feel since it was a Disney created problem, they should go above and beyond to remedy it. I know we planned our trip in March and my girls and I have been dreaming of staying at the Poly since then. We have looked at countless pictures, planned our days in the park and our TS reservations all around where we are staying (4 of our meals are reservations at the Poly and 1 at GF). If I were to get a call 5 days before my check in day and be told that I am being switched to another Deluxe, I would be PISSED! It would ruin my entire schedule, my ADRs, and everything else.

Enjoy your trip, have fun, you are after all at Disney!!

ang- I do not think you need to defend yourself, you were compensated for the stress and inconvience Disney's error caused you.....period

Enjoy your vacation you deserve to have a wonderful time before partners deployment to Iraq

I completely agree! Have a great time!


This thread has become out of control.
Moderators?????

ang: my heart goes out to you after reading this Can you believe how one little thread has turned into such a debate??

You Do Not have to explain, especially since this choice was made FOR you, not by you. I am happy you are happy, as I am sure many others are. If I could you any advice, though, it would be to unsubscribe from this thread and focus on your upcoming fabulous vacation!!

Have a wonderful time

I agree with all of this!

I also want to tell OP to be sure and eat at Turf Club, its wonderful! I love to sit outside on their patio in the evening. Also, take a swim one night over in the quiet pool at Congress Park, its got a beautiful view of the river and DTD and in the evening its one of the prettiest spots in WDW. My husband and I have spent many a happy evening over at that quiet pool and we love to have a glass of wine or beer in the rocking chairs right off that quiet pool by the river and just admire the view. All of the quiet pools at SSR have hot tubs which is really nice. If you haven't already, go over to the DVC Planning board and check out the SSR information threads, there are a few of them. Enjoy your trip and be sure and post a trip report to let us know how it all worked out!

As a side note, I think last year not only was Pop overbooked during the first week of free dining, but the All Stars were too. I seem to recall one trainwreck of a thread where some woman who was at ASMO found out her relative who was also set to stay there got bumped up to GF but she wasn't offered that upgrade. That one went on for about 50 pages too, full of moral debates etc.

Clearly, people book up these deep discounts to the point they (discounts/rooms in general) are overbooked. Its no surprise this first week of free dining is always the problem child, many schools are not back in yet meaning more people are able to travel and take advantage of this.

Even if 400 rooms are overbooked, I am betting with cancellations everyone will find a place to be changed to. Also, the DVC resorts don't move their open room inventory from Member Services into CRO's until late in the game which is why you always see OKW and SSR coming into play in these situations. That and the fact those are huge resorts almost always have more availablity than the other DVC resorts that are smaller and also in higher demand.

 

[srferson]

I felt like I needed to post both of Jeepchick's posts in full as they have been quoted out of context by others to help them make their own points. During this same time, they tried, judged and crucified Jeepchick as if she was cancelling ADRs herself when she said she wasn't from the start.

In my opinion, Jeepchick's posts were to remind us that this is all out of our control. Even the CM you might get is out of your control and not all CM's are cut from the same cloth. As much as we'd like to believe that all Disney CM's (or anyone in the service industry for that matter) is above reproach, many are and if you make them upset they might (and probably have) do things to make your trip a little less than magical. I don't think it's right. I don't believe that Jeepchick thinks it's right, but it does happen like it or not.

I'm sure the CM's want to make everything perfect for the guests. They'd love to keep your Pop reservation, but they can't. They'd love to upgrade you to the Cinderella Castle Suite, but they can't. My understanding from the posts was that she wanted to simply point out that if your unkind to the "wrong" CM, that something could happen.

Again, this is pointing out what can happen, not what she believes is right.

Sorry for the diatribe, but I felt emphathy for Jeepchick as she was just the messenger. Please don't shoot the messenger if you don't like the message by quoting out of context and attacking her personally.

Now back to whatever topic we're on now in this thread....

Totally hear you. Hate being quoted out of context. However, maybe it was just me but there was something about the way Jeepchick's original post was worded that came across more as a threat by a frustrated employee than helpful information from a nice CM. I'm not saying she's not allowed to be frustrated and I'm not saying I don't understand ultimately what she's saying. But the tone was that of a tongue-lashing aimed at everyone, not advice aimed at everyone.

And I do have to wonder, if there was no mean, negative tone intended, why did she create a new username specifically for that post?

 

[gkrykewy]

Is the issue with the substance of jeepchick's point, or just the fact that she said it "out loud"?

People are way too angry these days. There's righteous, firm complaint, and then there's being a nasty jerk. Sometimes, acting like a jerk has consequences - and it should.

Everyone should be civil, as a minimum standard of conduct.

 

[Jeepchick]

I created a new user name because the last time I mentioned on a thread such as this that I was a CM, I got (seriously) no less than 10 private messages of requests for discounts or free passes. You can send me all the messages you would like on here, I'm signing off of this name today. So if you need an outlet, go crazy.

And know that I'm nothing less than 100% professional on the job. I've worked in customer service for close to 10 years and will be happy to bend over and take your abuse with a smile, and possibly ask for more.

I am sorry to the OP for highjacking her thread, that was unintentional. I am sorry for anyone who doesn't get the vacation that they were wanting for their family, to get away from reality for a while. I am also truly, truly sorry that some of you have no sense of humor and took what I said a bit too seriously, but no worries - I'm sure that you will be my next guest and I will certainly get what's coming to me.

 

[maxiesmom]

Is the issue with the substance of jeepchick's point, or just the fact that she said it "out loud"?

People are way too angry these days. There's righteous, firm complaint, and then there's being a nasty jerk. Sometimes, acting like a jerk has consequences - and it should.

Everyone should be civil, as a minimum standard of conduct.

I agree! And maybe people don't like to hear it, but if you act like a jerk to others, you may get jerky treatment back. You may think that those who work in the service industry have to take it, and to a certain point they do. But you need to understand that there are ways they can make you pay for being a jerk. And they can do it with a smile on their face. While it may not be politicaly correct to say it, it is true, none the less.

I have worked retail for over 20 years, and it is much easier to be nice and go out of your way for those who are nice to you. Be rude to me, and you will get basic service. Be nice to me and I will go out of my way to make your day.

Treat others as you would want them to treat you, no matter what they do for a living.

 

[Amy&Dan]

I created a new user name because the last time I mentioned on a thread such as this that I was a CM, I got (seriously) no less than 10 private messages of requests for discounts or free passes. You can send me all the messages you would like on here, I'm signing off of this name today. So if you need an outlet, go crazy.
And know that I'm nothing less than 100% professional on the job. I've worked in customer service for close to 10 years and will be happy to bend over and take your abuse with a smile, and possibly ask for more.

I am sorry to the OP for highjacking her thread, that was unintentional. I am sorry for anyone who doesn't get the vacation that they were wanting for their family, to get away from reality for a while. I am also truly, truly sorry that some of you have no sense of humor and took what I said a bit too seriously, but no worries - I'm sure that you will be my next guest and I will certainly get what's coming to me.

This is not a surprise to me. I posted on here a few years ago that we might have to cancel a trip because my mom was dying and I got several pms from people wanting to know if they could "have" my room (we were staying on DVC points and it was non refundable it was so close).

If I show up on in October and my favorite ADR's are gone, I am gonna hunt you down Jeepchick!!!

 

[maxiesmom]

Even though I'm 80%convinced you are trolling this thread, I'll answer.

Pop is significantly different from the All-Stars to make them distinct. That is why you don't book a category, you book a resort. The example of Poly vs. AKL was used effectively.

No it wasn't. There is significant differences between the two resorts. The difference in cost alone is large. The absolute cheapest rate the Poly offers for 2011 is $365 a night. You can get a room at AKL for $250. The Poly is on the monorail line, while the AKL is a bus only resort.

Neither of those things are different between the Pop and the All Stars. Both cost the same per night, and both are bus only resorts. There are no significant differences betweeen the Pop and All Stars. The only real tangible difference is location.

 

[Snape]

No worries, friends. People can take me out of context if they want - doesn't quite matter which way I get my point across. And yes, I do want you to complain if something goes wrong, and I will listen to every word you say and be as understanding as humanly possible, but please understand if there's not really much I can do about it sometimes. If you're still not satisfied with that answer, please ask to speak with a manager insted of berating us about why we can't do what you want us to. They have more power than we do, but they still can't construct an extra room if there's not one open available.

I just don't want to see anyone crying in the breakroom this week. I can't tell you how many there were over the 4th of July holiday.

I took your cancelling the adr's post as a joke but thought it would be hillarious if someone was being rude to the cms and their adrs did get cancelled.

Some people really need to get a sense of humor and get off the disney crack.

 

[JerseyJanice]

No it wasn't. There is significant differences between the two resorts. The difference in cost alone is large. The absolute cheapest rate the Poly offers for 2011 is $365 a night. You can get a room at AKL for $250. The Poly is on the monorail line, while the AKL is a bus only resort.

Neither of those things are different between the Pop and the All Stars. Both cost the same per night, and both are bus only resorts. There are no significant differences betweeen the Pop and All Stars. The only real tangible difference is location.

I disagree. Pop was opened in December 2003, and the All Stars Sports and Music date back to the early 90s. Many of Pop's rooms were just renovated this past spring--brand new carpet and beds, and fresh paint. The rooms in the All Stars Music and Sports were last renovated when? 2005 or 2006? And an old room at the AS Movies, opened in 1999, in no way compares to any room at Pop.

I for one find it uber-annoying that an "anonymous" CM chimed in here to try and turn this thread into a discussion about how to treat CMs. This overbooking situation may not have been intentional on Disney's part, but it is in no way the fault of any guests.

This so-called--because we all know nobody ever lies about who they are on the internet --CM wants this to become a discussion about the right way to treat CMs. I can absolutely promise any real CM on this board that I have never been rude to any CM during my many WDW visits. I can't say the same about all CMs. You should have heard the witchey hostess yell at me in 1900 Park Fare last year.

Courtesy is a two-way street. I would have to be some kind of boorish fool if I hadn't learned that by this point in my life. And I sure don't need someone claiming to be a CM to remind me of that in a thread that is all about Disney's error.

 

[sam_gordon]

I for one find it uber-annoying that an "anonymous" CM chimed in here to try and turn this thread into a discussion about how to treat CMs.

I don't think she was trying to change the discussion. I think she was trying to tell people to be calm and reasonable... the same many on here were saying, but were apparently being ignored.

This overbooking situation may not have been intentional on Disney's part, but it is in no way the fault of any guests.

Agreed no guest is at fault. But if you agree the mix up may not have been intentional, does that mean it's a CMs fault.. much less the CM who's making the calls?

This so-called--because we all know nobody ever lies about who they are on the internet --CM wants this to become a discussion about the right way to treat CMs. I can absolutely promise any real CM on this board that I have never been rude to any CM during my many WDW visits. I can't say the same about all CMs. You should have heard the witchey hostess yell at me in 1900 Park Fare last year.

Good for you. Now reverse your statement but use Jeepchick... she says she is 100% professional in all aspects when dealing with guests. Do you think for one second that ALL guests are polite? Just while you may be the perfect guest, Jeepchick (or any CM on this board) may be the perfect CM. In fact, I would think CMs on this board ARE the type who would give 110%. If they didn't like their job for whatever reason, why would they come to a message board ABOUT their job?

Courtesy is a two-way street. I would have to be some kind of boorish fool if I hadn't learned that by this point in my life. And I sure don't need someone claiming to be a CM to remind me of that in a thread this is all about Disney's error.

And there are plenty of them in the "guest" category at WDW. Find the "what not to do in the park" thread.

I still haven't heard an answer for those who say "INSIST on an upgrade" what should happen if an upgrade isn't AVAILABLE. I know the OP didn't do that, but there were plenty on here advocating that she did.

We also don't know (yet) if those who accepted the move to AS got some other kind of pixie dust/thank you (ie: fast passes, gift card, free desert, etc).

 

[maxiesmom]

I disagree. Pop was opened in December 2003, and the All Stars Sports and Music date back to the early 90s. Many of Pop's rooms were just renovated this past spring--brand new carpet and beds, and fresh paint. The rooms in the All Stars Music and Sports were last renovated when? 2005 or 2006? And an old room at the AS Movies, opened in 1999, in no way compares to any room at Pop.

You are assuming everyone bumped from the Pop would have gotten renovated rooms. That is most likely not the case, as all of the rooms are not yet done. So in actuality some people would be getting a nicer room at the All Star Music or Sports than they would have gotten at the Pop.

Either way, it is a bummer that people are getting bumped from their resort of choice. BUT people can choose to make it a huge negative and let it ruin their vacation, or they can choose to deal with it and still have a great vacation, no matter what resort they are moved to. Throwing your hands in the air and whining about it will do no one any good.

To steal a phrase from another Diser, comparing the AKL to the Poly is like comparing apples to monkeys. They are not at all the same, and the comparison is nothing like moving from one Value resort to another.

 

[JerseyJanice]

I don't think she was trying to change the discussion. I think she was trying to tell people to be calm and reasonable... the same many on here were saying, but were apparently being ignored.

You must be reading a different thread than this one because I don't see where anyone suggested going ballistic on the CMs because of this situation. I did see jeepchick say that you can get more flies with honey than you can with vinegar. Duh! As we've never heard that saying in our entire lives.

Agreed no guest is at fault. But if you agree the mix up may not have been intentional, does that mean it's a CMs fault.. much less the CM who's making the calls?

The error--unintentional or not--is Disney's error (read the thread title). It's up to them to make things right.

Good for you. Now reverse your statement but use Jeepchick... she says she is 100% professional in all aspects when dealing with guests. Do you think for one second that ALL guests are polite? Just while you may be the perfect guest, Jeepchick (or any CM on this board) may be the perfect CM. In fact, I would think CMs on this board ARE the type who would give 110%. If they didn't like their job for whatever reason, why would they come to a message board ABOUT their job?

I work with the public myself, and I'm sure that many guests are absolutely HORRIBLE. However, I do think it's bad form to point out that fact on a thread about DISNEY's error.

I still haven't heard an answer for those who say "INSIST on an upgrade" what should happen if an upgrade isn't AVAILABLE. I know the OP didn't do that, but there were plenty on here advocating that she did.

I can tell you that when I show up there next week, if I don't get the room at Pop I reserved last year, I will stand my ground--politely, but very firmly. I do not consider any room at the All Stars to be equal to a room at Pop, and I will not accept a move to the All Stars without decent compensation.

We also don't know (yet) if those who accepted the move to AS got some other kind of pixie dust/thank you (ie: fast passes, gift card, free desert, etc).

Some people have reported being upgraded to better resorts, but I haven't seen anything else mentioned. Of the options you just mentioned, a gift card is the only thing I'd accept.

 

[JerseyJanice]

You are assuming everyone bumped from the Pop would have gotten renovated rooms. That is most likely not the case, as all of the rooms are not yet done. So in actuality some people would be getting a nicer room at the All Star Music or Sports than they would have gotten at the Pop.

No, I am not assuming that everyone bumped would get a renovated room, and I did not say that. Many rooms are newly renovated, and those aren't, were new in December 2003. That's a lot newer than any room at the AS Movies.

 

[crabbie1]

What a thread I bet the original poster wished she had never started it. Just to let you know there was quite a heated discussion on the uk board about people being upgraded from the moderates to OKW and SSR. Not only were they offered the move but a choice of a studio or larger for thier inconvenience. Now, I must admit I was a bit annoyed as I had saved to stay at SSR just to stay in a studio and then to have it advocated that others had been offered a move for less money and with a larger room(one bedroom villa) did miff me a little. I did email WDW and asked why this had happened and they said they wanted to give people the option of trying a deluxe???? Didnt mention anything about being overbooked but I then had a phone call and was told that it was easier to sell the moderate rooms than the deluxe and that the two mentioned resorts had a large availibility. I expressed my annoyance in a calm manor and the woman I spoke to was not sympathetic at all.All I said was that why are people who are staying there in a studio not being bumped up to a one bedroom then as they have chose that resort for a reason? She said not possible if anyone wishes to upgrade they have to pay. I have booked a studio and quite happy with it and expect to get what I pay for.Never ever been upgraded even when we got married in disney so dont expect it. I have heard some of the guests when I have checked in and I have really feel sorry for the CM checking them in. Ranting and raving because they havent got the exact location or room they wanted.Ludicrous.
Im just wondering if the same thing has happened and they overbooked the moderates for september. I think it was dates from 6th to 28th september but dont quote me. Their qsdp was to remain the same which to some who had been offered the upgrade didnt appeal as the food court at SSR and OKW didnt suit their needs.Also some who had 4 in their rooms at the mods were given a one or two bedroom as SSR only had one bed and a sofa bed in the studio.
It does seem unfair sometimes with how things are done but all the shouting and balling gets people nowhere(well it wouldnt with me-the lady I spoke to has probably put a note on my booking already) Anyway,everyone has their own views and opinions on things. Iv never had much luck and really wish some pixie dust would come my way.
well done to all those who are happy with there upgrades etc and for those who are not try not to let it spoil your holiday too much

 

[luvthemouse71]

To be honest, I'd be a little upset if I got a phone call saying that the Poly was overbooked and they were moving me. It wouldn't be enough to ruin the trip but I'd still be a little sad.

We all have our favorite resorts and I'm at the stage now where I've been to wdw a few times..relaxing at the Poly is part of my vacation.


I didn't think the OP or anyone else who was moved was trying to put one over on Disney...they're just disappointed and upset, like most people would be.

 

[maxiesmom]

No, I am not assuming that everyone bumped would get a renovated room, and I did not say that. Many rooms are newly renovated, and those aren't, were new in December 2003. That's a lot newer than any room at the AS Movies.

#1. Not everyone at the Pop would have had a newer room, and you keep mentioning the newly rennovated rooms there.

#2. In reality, some of the people moved from the Pop to either the Music or Sports will be getting newer rooms than those they would have received at the Pop, as some people would have gotten older Pop rooms.

#3. If they were moved from the Pop to the Movies, they would have got older, more worn rooms.

You mention the "brand new carpets and fresh paint" as proof that the Pop is nicer than the All Stars. As that somehow sets the Pop above the All Stars. Though not everyone who stays at the Pop is getting "brand new carpets and fresh paint". They are getting older, more worn rooms. And in some cases, older, more worn rooms than they would get than if they stayed at the Music or Sports.

 

[JerseyJanice]

It does seem unfair sometimes with how things are done but all the shouting and balling gets people nowhere(well it wouldnt with me-the lady I spoke to has probably put a note on my booking already) Anyway,everyone has their own views and opinions on things. Iv never had much luck and really wish some pixie dust would come my way.
well done to all those who are happy with there upgrades etc and for those who are not try not to let it spoil your holiday too much

Well, you're in big trouble now! According to someone claiming to be a CM on this thread, the CM you shouted at may take revenge and cancel your LeCellier and Ohana ADRs.

 

[pioneer89]

No it wasn't. There is significant differences between the two resorts. The difference in cost alone is large. The absolute cheapest rate the Poly offers for 2011 is $365 a night. You can get a room at AKL for $250. The Poly is on the monorail line, while the AKL is a bus only resort.

Neither of those things are different between the Pop and the All Stars. Both cost the same per night, and both are bus only resorts. There are no significant differences betweeen the Pop and All Stars. The only real tangible difference is location.

There have been at least 10 posts in this thread explaining very very clearly why Pop is different enough from the All-Stars for people to like one, and not like another. You even mention one of the very good reasons yourself... location.