Deb & Bill
DVC-Trivia Contest, Apr-2006: Honorable Mention
- Joined
- Mar 20, 2000
- Messages
- 60,919
When we arrived at SSR last Thursday night about 11:15PM, we hurried to get to the check in desk before all the guests got off the Magical Express bus. We beat them. We were helped right away. Our CM was so funny, friendly and just plain nice. But when she tried to check us into our villa, all she got was a big red X on her screen. No matter what she did. We were worried. 
So she got help and eventually, they got us KTTW and assigned to a villa. BUT, just as she was about to hand us our KTTW, a manager came up and asked her not to put us in that villa. WHAT??? Don't know what the problem was there, but our CM told the manager that she was having problems and we had already been waiting for 30 minutes trying to get a villa. The crowd from the ME bus had long gone.
Our CM told the manager that she thought we needed some sort of compensation for the long wait. So the manager offered us fast passes for Sunday (when we planned to be in the MK). The manager actually gave us two FPs for the four of us for MK. Then our CM said, "Don't you think they need a $50 credit for all the troubles?" The manager agreed, so we left the counter with a $50 credit which we used the next morning to get a replacement TIW card (we had lost our first one).
The funniest part about this was while we were trying to get our villa at first, our CM told us all the stories she heard from guests about reasons why they needed compensation. One guest told her she needed her entire trip comped because Disney didn't "activate the cover over the park" and it was very hot and rainy (this was in August). And she didn't enjoy her trip.
Our CM also told us that she tries to compensate guests who are nice and not the ones throwing a temper tantrum. But the goofiest thing she said was that the managers always ask her why she is giving something away when the guest wasn't complaining. They told her to give compensation to the people who were complaining instead.
(her same reaction)
She was extra nice so I made sure to send DVC an e-mail when we got home praising her positive attitude, helpfulness and friendliness.
The next morning we checked into OKW for the rest of our trip and the CM who checked us in there was also very nice. We recognized him from a previous trip. He asked if we would like Bldg 45. 45??? Heck, yeh!!! Then he said he had a second floor villa or a first floor villa. I said the first floor would be nice, but Bill and our son both insisted on the second floor villa. Our CM here said the second floor would be better so we wouldn't hear the people above us. I have bad arthritis, but I said it would be fine. We got a great villa 4521 with a wonderful view of Trumbo Canal. However, Saturday and Sunday mornings after the two races, both Bill and our friend ran each morning and had a heck of a time going up the stairs. Our son had no problem going up on Sat after his Half marathon.
Finally, we arrived home on Tuesday. On Wednesday, my son asked if it might be possible to move our June trip forward two days. One of his friends had to leave the trip early so that she could head to her university for orientation and he hated for her to miss so much of the trip.
So I called MS to see if Wed and Thursday might be available. After about 15 minutes on hold, I got through. Amazing enough, both nights were available. The CM on the phone started moving the days (six nights with one contract and one night with a second contract). She got the first six nights, but then she hit a problem. The last day that she had just dropped was no longer available!!
She tried to get it back, but was unable to do so. She said she could waitlist us for the last night, but I was worried we wouldn't get it. So far we are 0 for 2 with waitlists.
So I asked if I might talk to the supervisor. Another wait on the line while he got on the phone. I pleaded my case, told him we had the night and lost it right then. He put me on hold for another five minutes or so and came back. He had gotten the night back and linked the two reservations so we wouldn't have to move. Hallelujah!!!
He asked me if he could do anything else.
I thanked him for his help, told him the first CM had been very polite and pleasant and I had no problems with her. Then asked him if he might like to come on the trip to help with ten teen-agers. He laughed and said I should tell them what his parents told him. There was always military school.
I just wanted everyone to know that there really are some great CMs working for DVC. And we were lucky to meet and talk to several of them in just a few days.
So she got help and eventually, they got us KTTW and assigned to a villa. BUT, just as she was about to hand us our KTTW, a manager came up and asked her not to put us in that villa. WHAT??? Don't know what the problem was there, but our CM told the manager that she was having problems and we had already been waiting for 30 minutes trying to get a villa. The crowd from the ME bus had long gone.
Our CM told the manager that she thought we needed some sort of compensation for the long wait. So the manager offered us fast passes for Sunday (when we planned to be in the MK). The manager actually gave us two FPs for the four of us for MK. Then our CM said, "Don't you think they need a $50 credit for all the troubles?" The manager agreed, so we left the counter with a $50 credit which we used the next morning to get a replacement TIW card (we had lost our first one).
The funniest part about this was while we were trying to get our villa at first, our CM told us all the stories she heard from guests about reasons why they needed compensation. One guest told her she needed her entire trip comped because Disney didn't "activate the cover over the park" and it was very hot and rainy (this was in August). And she didn't enjoy her trip.
Our CM also told us that she tries to compensate guests who are nice and not the ones throwing a temper tantrum. But the goofiest thing she said was that the managers always ask her why she is giving something away when the guest wasn't complaining. They told her to give compensation to the people who were complaining instead.
(her same reaction)She was extra nice so I made sure to send DVC an e-mail when we got home praising her positive attitude, helpfulness and friendliness.
The next morning we checked into OKW for the rest of our trip and the CM who checked us in there was also very nice. We recognized him from a previous trip. He asked if we would like Bldg 45. 45??? Heck, yeh!!! Then he said he had a second floor villa or a first floor villa. I said the first floor would be nice, but Bill and our son both insisted on the second floor villa. Our CM here said the second floor would be better so we wouldn't hear the people above us. I have bad arthritis, but I said it would be fine. We got a great villa 4521 with a wonderful view of Trumbo Canal. However, Saturday and Sunday mornings after the two races, both Bill and our friend ran each morning and had a heck of a time going up the stairs. Our son had no problem going up on Sat after his Half marathon.
Finally, we arrived home on Tuesday. On Wednesday, my son asked if it might be possible to move our June trip forward two days. One of his friends had to leave the trip early so that she could head to her university for orientation and he hated for her to miss so much of the trip.
So I called MS to see if Wed and Thursday might be available. After about 15 minutes on hold, I got through. Amazing enough, both nights were available. The CM on the phone started moving the days (six nights with one contract and one night with a second contract). She got the first six nights, but then she hit a problem. The last day that she had just dropped was no longer available!!
She tried to get it back, but was unable to do so. She said she could waitlist us for the last night, but I was worried we wouldn't get it. So far we are 0 for 2 with waitlists. So I asked if I might talk to the supervisor. Another wait on the line while he got on the phone. I pleaded my case, told him we had the night and lost it right then. He put me on hold for another five minutes or so and came back. He had gotten the night back and linked the two reservations so we wouldn't have to move. Hallelujah!!!
He asked me if he could do anything else. I thanked him for his help, told him the first CM had been very polite and pleasant and I had no problems with her. Then asked him if he might like to come on the trip to help with ten teen-agers. He laughed and said I should tell them what his parents told him. There was always military school.
I just wanted everyone to know that there really are some great CMs working for DVC. And we were lucky to meet and talk to several of them in just a few days.
JUST KIDDING LAURIE!!! 
My husband was in the complaint line at AKL the first night of our stay at Jambo, and the ONE person he heard with a silly complaint was the woman who wanted all of her points back because it was so cold (this was December 13, one of the coldest days of our trip, which was cold) and she wasn't enjoying herself. She stood there working on the CM for something like 40 minutes...
