Does Disney keep track of your resort history?

[Ilove8Trax]

Do you think that Disney keeps track of how often their guests come to WDW? Like say, you call and make a ressie and (possibly)does a current history of your stays at disney resorts come pop up? I was just wondering. I know that they send out postcards and surveys after you leave, but i was just wondering if they might keep tabs on their heavily returning guests.

 

[Misti]

I'm not sure about CRO/WDTC but the individual resorts do have a way of tracking your past resort stays. There was a billing issue I had at the GF and they could look back many, many years. This was with the Finance dept so I'm not sure whether the front desk has the same capabilities.

I do know that Disney was testing a way to track your resort preferences. That was part of the reason why CM's began asking guests for their phone number each time they called. With the new Visa rewards card they will be launching, I'd imagine they will have an even more detailed review of each guest's resort preferences and spending habits.

 

[K P & J's Grandma]

One time when I was talking to a CM about our reservations - he said "I see that you have been here quit often & it looks like the Caribbean Beach Resort if your favorite place to stay"!! I don't know how many screens he went to before he found this information. Yes, we have stayed 'many' time at CBR - along with many of the other resorts. The last few times - after we have gotten back home, we received a postcard for a survey. We would like to get a postcard for a 'discount' sometime!!! Guess that they know we are 'hooked' & figure we don't need a postcard to get us to come back!!

 

[Mom+4]

They must keep track of something. Yesterday, when I called to make a ressie for June, they asked for my 'phone number, and after I gave it, the CM called me by name and asked if I wanted to stay at the Contemporary again, where we have stayed the last to times. I hadn't given him any of that info.

 

[cindala]

I think they keep basic information about you on file, but nothing too detailed. That would be left to the individual resort.

When I called for reservations the other day, CRO asked for my phone number, and I asked that they check availability before we exchanged information.

When I actually made the reservation, giving my name and zip code pulled up my address, phone number, and email address. However, they needed to ask our names, and the ages of our children to put on the reservation.

 

[Memph1s]

We were checking in at FW one time and the CM helping us was being trained. When she brought up our resi she asked the CM helping her "what are all these other listings" (on the screen) and the CM told her it was history of past stays just select the top line. So I guess the first screen that comes up has all your history listed.

I would not be surprised if Disney could tell me what I had for breakfast the day before I got to the resort.

 

[fletcher21]

Disney keeps track of everything you do on property from your choice of resorts, how often you change/cancel/rebook your trips to each and every PS you've made, cancelled, and failed to show up for.

 

[Tess]

They also keep those lovely letters complimenting staff OR the nasty ones you write, too!

I know it takes a good bit of time for our screen to "fully load" when we check-in at the Polynesian--the CMs also spend a good deal of time reading the information, too.

As to CRO--not sure whether they interface with WDTC--when I just opted into the code reservation the other day, the CM didn't offer to cancel the existing res I had with WDTC--it's as if she didn't know it existed. Ditto when I called back to cancel the DC vacation--the CM didn't seem to know we had made other reservations instead--they inquired why we were cancelling the current reservation. He indicated they are tracking guest cancellations to determine the primary reason people cancel. That's a no brainer--got a better rate!

 

[miko]

Disney keeps track of everything you do on property from your choice of resorts, how often you change/cancel/rebook your trips to each and every PS you've made, cancelled, and failed to show up for.

In addition, if you have an AP or ticket media attached to resort key or any other "signature" admission they track your Park visits. Fast Pass also gives them more demographics if it can be linked to any of the above.
Why not, almost every service industry wants to take special care of their "high rollers".

 

[dreamflight99]

...maintain a VERY DETAILED data base, including specifically ANY/ALL grievances you have EVER had with Disney. I am familiar with the system, and have a close friend whom worked at a wdw resort. She explained the benefits of keeping these files/info. Some guests are "chronic complainers", and the resort prefers to know in advance whom these folks are...and exactly when they are coming.

She said Disney often refers back in the files, and explains this to the guest...making it known Disney is acutely "aware" of their "history" with Disney/Resorts/Restaurants, etc., and of the multitude of problems they have incurred during past visits. They use this method hoping, it may "deter" the guest from making "false" complaints (which, horribly, some guests do attempting to obtain something "free" from Disney). They are wise to incorporate this tracking system, and utilize it to protect their (and OUR) interests!

So..."YES"~each Data Base in the entire system....including CRO, has access to all of your past Disney history under your "name"!

 

[PatriciaH]

This past time I called CRO to book our hotel the CRO agent said "wow, you have been here a lot!" Hahaha. That is great they keep a lot of info. The must have a huge database.

 

[Claudia Kellenberger]

I wonder if Disney has in their database that the last 2 times I stayed at The Swan. Hmmmm.......I wonder.......

 

[gonga]

What do they do with the info? After all our visits and lots of $$$ spent I have never been "comped" or given a special gift or anything. What is the purpose of all that info on all the guests, to track spending habits and demographics???

 

[mm6mm6]

We went last June '02 for the first time. We just booked the CSR again for Aug '03. When I received our confirmation letter in the mail, it was just a tiny little bit of that Disney "Magic" that the letter started off with, "It's great to have you coming back again!"
I know it's just an simple computer program that adds that line since we've been there before, but......psychologically it makes my brain think I'm special to Disney..........

 

[eeyore0062]

Yes, they do!!! A woman I used to work with stayed at the Polynesian for her honeymoon. They decided for their 25th aniversary, they would stay there again. When she called, the castmember asked her name, phone number and all of the usual questions... then what date the woman would like to make reservations. She gave the Castmember the date, and the Castmember congratulated her on her aniversary and asked if she would again be spending it at the Polynesian. Pretty cool, huh???

 

[LvsTnk]

Ditto those P.S.'s.....part of the fun for DH on vacation is to eat at as many restaurants as he can LOL!

I needed a P.S.# that I couldn't find the CM pulled up my P.S.'s by my phone number. They had ALL of my P.S.'s from many years past!! Good thing he couldn't see how RED I was, we had a good conversation out of it.

 

[wtg2000]

You could say to CRO that you loved your last stay but can't remember the resort name and see if they tell you.

My Mom called CRO recently and they said that she and Wayne (that's me) had been down last year, and that I was a Disney Club member (which I haven't been for two years).

 

[Kallison]

On our last stay at the Contemp. DH asked for a complimentary upgrade, the Cm asked if we had been to Disney before. We said yes, she got on the phone and I heard her say "Yes they are repeat customers" -- while she looked at the computer screen. We got a tower upgrade, but it was also 2 weeks after 9/11. She basically told us to pick any room we wanted. But it sounded like they were checking to see if we were good customers or not. Then again why wouldn't they want to upgrade first time visitors so they catch the magic!

 

[n2mm]

Absolutely! they know everything. They even know where you ate if you made a PS. We get the comments.."wow you sure like to come here alot.....I see you're a CM......I see your wife is an AP.....You really like eating at the 50s Prime Time." They keep track of the kids' ages because they don't even ask me anymore the age of my grandson....I'm sure it's in the computer now. I never even have my confirmation number when I call to make changes....why bother. All I have to do is give them my phone number and poof....my WDW history is right in front of them!

 

[Sammie]

They also know the ages of your children so once they turn 18, get out that extra 25 bucks plus tax for a deluxe room with 3 adults. I don't remember the cost for the moderates for the extra person.