Disney's "NEW" Computer System and ressies...

[jiminyfan]

Has anyone else been very frustrated with the amount of information requested and personal information requested by DISNEY when making reservations? i am the family and friend coordinator for trips to WDW as I make all the plans for everyone as I am most familiar with WDW and how to save some $$$.

Because of this all the ressies are in care of my name and my address. Last night, while making some modifications to the reservations I was on the line for almost two hours trying to explain why I had so many different reservations and who was in what room and being asked where they live and is this person really that persona nd etc. I was told that they had something like 14 people living at my house and that I had 2-3 open accounts under their system and it was not designed to handle people like me. After two hours she said that they now have cleared up my file(s) and I was correctly stored into their computer.

I personally find this type of BIG BROTHER data collecting very disturbing to say the least. I am going to file a comlaint with Disney today. As long as the correct number of people are in each room and we are not trying to get away with not paying for anyone, why should they care who is in what room and etc? I know it is for their marketing and tracking of guests, but I am still bugged about the whole thing. A phone call that should have taken 10 minutes at the most lated so long just so they can do their tracking of my WDW vacations.

Sorry for the vent, but things like this really bother me. she got very snippy when she saw that I had 6 reservations for different time periods and people in each room. She even was questioning why my son was listed in their system under two names, his full given name and just his first name. The same ws true with me. UGH!!!! I cannot control how their employees key in data.

OK, I feel much better now. Who do I send the bill to?

 

[Buzzsgramma]

in my own mind i think they are also tracking people in rooms esp the 'kids'.....so that when and if they go to mostly pkgs....they will be able to know that a child is under 3 or over 3yrs and will need their own pass....same for over 9yrs.....then they are considered 'adults' correct??????

 

[DrTomorrow]

I sympathize with your overly-long phone call, but I can assure you that it isn't just Disney. I routinely plan Las Vegas trips - for our couples trips or just 'the guys' and the resorts always want to know who - by name - will be in each room and their age (at least over/under 18); and they want one address for each room. Granted, they don't seem to keep a long-term database on it, but we do get marketing information based on that.

 

[llebrekniT]

What bothered me the most about all the questioning was on the morning the AP rates came out. I went through about 10 minutes of questioning (after already having been on hold for 25 minutes) so that the booking jockey could get us all neat and tidy in the computer. We've been to WDW 12x in the last 10 years, they should know who we are by now. By the time I was able to ask if the resort we wanted was available, all the AP rates had been taken. We did get an AP rate @ another resort, but I'm disappointed and can't help wondering if he would have taken my information at the end instead would I have gotten it.

Also, if they want to have a drawn out conversation about my family, let's do it on their dime, instead of mine! I have never liked calling LD to place a reservation. My phone call is basically to say "here is all the money we have saved up to see Mickey, I would like to stay at one of your resorts, please help me". The least they could do is provide a toll-free number. But they don't have one and now they want to play 20 questions.

 

[Grumpy92]

Since Disney does not offer a 800 number I would be upset too. Especially when my phone bill came in.

 

[Lewisc]

I agree it shouldn't have been on your dime and it shouldn't have taken an hour BUT I can understand Disney trying to prevent people holding multiple reservations (only intending to keep 1 of them). I understand THAT'S NOT THE CASE WITH YOU but, reading these boards, there seem to be too many people making extra reservations either waiting for further discounts or trying to decide what resort. I'm afraid Disney's solution will be to continue to change deposit and cancellation terms.

 

[sue1013]

Just a thought but maybe its security reasons rather than "BIG BROTHER" that they need to know who is in each room? We all know its not possible for something bad to happen at the happiest place on earth but they should be able to know who is there and account for them in a problem.

 

[FloridaCat]

Have you heard " Homeland Security"?

 

[Janet2k]

Have any of you folks who have been planning group vacations considered using a travel agency such as Dreams Unlimited Travel (the owners of the DIS website)? Just a thought.

I have had many group vacations at WDW, too, and I have been asked the same questions as you folks. Disney needs to keep track of who is in what room for many reasons, one of which is so that during the vacation, they know exactly who has access to what resort room. Also, if someone has to contact the resort in an attempt to track one of you down, the only way Disney can help them is if they know exactly who is in what room. Example: On one of my group vacations, we were all staying together in a suite at the GF. The room was in my name and for some reason Disney did not have my brother-in-law listed as being a guest in my suite (this was an oversight on my part). Anyhow, my brother-in-law had some friends who lived in the Orlando area and one day they showed up unannounced since they knew my brother-in-law was vacationing at the GF. The Front Desk CM could not find my brother-in-law listed anywhere on WDW property. Luckily, the friends knew my name and knew that my brother-in-law was vacationing with me. Disney was able to ring my room and let my brother-in-law know that he had guests in the lobby.

 

[Nuts4Disney]

Originally posted by FloridaCat
Have you heard " Homeland Security"?

Hi FloridaCat...I'm sorry but IMHO, this is not "Homeland Security." If it were, Disney would get their act together w/ security at the front gate at their theme parks. There are many postings of the inconsistencies of the security checks at the front gates. I also personally experienced that at WDW & it made me feel less than comfortable.

I don't mind having to provide the info for all those staying in the party when the room is being booked, but why the inquisition before we even know if the room is available?!

I find the new computer system to be not only overly time-consuming to the customer...
you call
wait for the marketing message to finish...can't zero out of it
enter the info your prompted to
then wait on hold
& wait
& wait
& wait
then re-give all that same info to the CM who answers the tel:
name
address
tel #
email address
resort
view
travel dates
# of people in the party
full names of all people in party
have you ever stayed at that resort before
when
how many trips to WDW


Finally, the CM checks availability...not available...try again later...repeat above again each & every time you call.

It is a ridiculous, intruisive [for ex only: "Will your husband, Bob, be traveling with you again this trip?" "No, Bob turned out to be miserable, who had an affair at the office so we're in divorce proceedings currently fighting like animals over the children. So is the room available?" ], frusting, & a time-consuming system geared for traditional families...not very *magical*.

 

[missypie]

I HATE having to give tons of information before I can ask the question I wanted to ask ... everyone does this - catalogue orders, computer tech support, hotel reservations ... you spend 15 minutes on the phone trying to order a sweater and once you can finally say which one you want, it is sold out.

The most obnoxious is Sony's help line for their electronics. They make you spend 10 minutes on the phone giving your contact info to a machine, then when you finally get a live person, they ask for your contact info.

Ah, it feels good to vent!

Also, I don't really think it is a hotel's buisness who I plan to have in the room until I actually check in. What if my kid's friend can't go so we ask a cousin?

 

[seashoreCM]

Bring a copy of your phone bill. At a Guest Relations booth, explain what you explained on this thread and ask for a perk, perhaps a meal entree voucher or some Disney Dollars or a handful of Fastpasses.

Disney hints:
http://members.aol.com/ajaynejr/disney.htm

 

[dparksfan]

When I called they asked questions about my son who is 3 and then wanted to know the name of our baby, and I said he wasn't born yet! But he will be on the trip. I was waiting for her to say that I need to call back with his name before we arrived at our resort!! But I guess they draw the line somewhere!

 

[Nuts4Disney]

Originally posted by seashoreCM
Bring a copy of your phone bill. At a Guest Relations booth, explain what you explained on this thread and ask for a perk, perhaps a meal entree voucher or some Disney Dollars or a handful of Fastpasses.

Disney hints:
http://members.aol.com/ajaynejr/disney.htm

It's a good thought...but, bad enough I wasted my time at home with this, I'd hate to waste even more time there with it. I guess we could all send them a letter w/ a copy of our telephone bills, but then they'd have even more info about us to store.

 

[MermaidsMom]

I disagree with earlier posters who said that you have to give all of that information everywhere you call to buy things or reserve things. My experience at Hilton, Starwood, Hyatt, Airlines, Car Rentals, etc. is that when you call, they immediately check for availability and if you choose to reserve then you give your info. The easiest way is to give them a frequent flyer number, or hotel frequent stay program number and then everything is already in the system and the reservation is done in minutes.
For the last few years with Disney, since they "simplified" their system, I have spent aggravating hours trying to make reservations answering the SAME questions that I have answered a zillion times before after having given a phone number that is supposed to pull everything up to begin with. Then I find out what I want isn't available!!

 

[yyum168]

My DH was SO annoyed by the line of questions, he decided to make bookings using the On-Line system. Unfortunately, he found out that you cannot make adjustment to the ressie, and you STILL have to call CRO to do it. And, he also discovered, no discount code can be applied to an on-line ressie which created a problem situation for us.

Thanks!

 

[ILOVEDVC]

I have to agree with the original poster. After having to go through the same scenario each time while simply trying to check availability for one resort, I've become totally frustrated with their new system. The whole process has become time consuming and frustrating and frankly most of the information, just to simply check availability borders on stupidity. The one thing I can say however, is that it certainly will keep the cost of payroll up at Disney, and will keep castmembers employed for years to come.

Just as an example of how the system is used, last week I was quoted a $49 rate as ASMU. I then decided to change the dates . and called CRO to do so. As I said above, I was also doing additional checking for availability to see if something had opened up under the AP rate at the GF. When I was requoted, the rate suddenly jumped to $69 at the ASMO. As it turns out, the CM quoted me the wrong rate. I didn't yet have my paper confirmation. However I had written down the conf # and total deposit due. The CM couldn't help me when I explained the CM quoted the wrong rate and transferred me to a supervisor.

The supervisor took a look at my history. Every call is logged. She then told me that "it looked like I'd been shopping so much that something could have become confused". True. But this example shows why some of this info is requested and how it is used. Frankly I agree with the previous poster that said if at all possible, book on line. I don't personally think I have to give up my first born child to check availability. JMHO.

 

[cinder1]

I agree that it's too hard to check availability. My DH and I spent 2 days on the phone with CRO trying to come up with resorts and dates after we gave tons of irrelevant info (unless of course we had booked the room). Eventually we made ressies at the Hotel Royal Plaza and the Dolphin (using S/D's own phone number, not Disney's). Well the difference was amazing. Both checked availability first. Once we said we wanted to book, we had to give them more info, but not a ridiculous amount of info. The calls to these to hotels took maybe 10 minutes a piece, as opposed to the way long time it took with Disney.

 

[jiminyfan]

quote:
--------------------------------------------------------------------------------
Originally posted by FloridaCat
Have you heard " Homeland Security"?
--------------------------------------------------------------------------------


YES, I also heard of civil rights being taken away. But, that is for the debate board not here. The lady on the other end of the line said they needed to know some of the information to make my life easier when I call in. Funny, it seems harder each time. It has nothing to do with Homeland Security, it most likely has a lot to do with tracking you and your stays. What deals will make you come to WDW. When your trips are etc. It is a great marketing tool to keep every bit of detail you can on your consumers. I just am not thrilled with it. Why do you think that Disney also wants you to make all of your purchases with your room key? It is easier to track you path and spending habits around the park. information like this is extremely helpful for companies to make it easier for you to spend your $$$ in their businesses. It is good business tatics.


And if I want to have 14 people living in my house that is also my business not her's and I didn't appreciate the comment.

I have over 25 trips to WDW since 1991 and 10 since my son's first trip in January of 2000. I know WDW and I know what I want and what I should do etc. Just answer my questions of availablity and fill my requests if possible. Take the number of people who will be in the room adults and children and let it go at that. I think from now on - everyone in my party will be addressed as Adult 1, Adult 2, Child 1, etc. There is no reason they need to know everyone's name.

For the security of my family, I may not want anyone to know my son's name. Hey, who knows what type of sickos are lurking out there and can use this information to aid their cause? PARANOID? No, sarcastic - YES! But, I have heard of less likely scenarios coming true.

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Janet2K quote:
Have any of you folks who have been planning group vacations considered using a travel agency such as Dreams Unlimited Travel (the owners of the DIS website)? Just a thought.
------------------------------------------------------------------------------

Yes, I heard of them and many other travel agencies and from my experiences with travel agencies I can usually do better myself. I have been booking all my own trips since the late 80's and actually enjoy doing it. (Well most times!! ) I have never had such a difficult time just getting a room rate as this and that includes booking in the Caribbean, Hawaii and all over the US.


I also like to ask about different rates at different resorts and take what is the best bang for the buck for my family at this time. No agent in the world will know what I think is a good rate and etc. I'll just keep doing it myself and hope for better service.


Next year we are planning to skip WDW for a California trip, I am curious to see how Disneyland booking are going to be.

I am glad to see tha tI am not the only one frustrated by the new improved system.

 

[franw]

We have a large group going in November with people arriving different dates and changing resorts. So I had a bunch of ressies under my name and had several confirmation numbers. When I called to check on AP rates I was told that everything was under "one" new number. I found it hard to believe they could track different dates and resorts under the same number but I was assured that that is their new system. Sure enough, one of my reservations got cancelled completely and they called me back to have me give my credit card again to reinstate it. I am just glad they realized what had happened as it was a 10 night stay. Maybe we are now assigned a number that matches our profile but you should definitely have a separate confirmation number for each room at each resort.