Fantastic Service with CRO Today!

[jcsbama]

I read some negative remarks over the weekend about bad service at CRO and thought I'd share my experience today. Disney will definitely be hearing about the outstanding service I received today. For my birthday, I'm taking my DD3 to Disney next week, although she doesn't know yet. This is a budget, planned at the last minute trip for me. We went to Disney earlier this year, so two trips in one year is a shocker to me.

I had originally booked my trip using the room only discount code that had to be booked by Oct 20. My thought was that we would be sharing meals and doing more counter service and wouldn't really need the dining plan. That was pretty much thrown out the window once I started planning. Today I calculated the cost of what my meals are actually going to cost and it was almost $400. Out of curiosity, I called CRO to see if there was anyway to change my room only ressie to a package and still keep my discount. An absolutely, wonderful CM named Alden worked for over 1.5 hours (with me being on hold A LOT) and was able to transfer my room only to a MYW Dining Package at the same resort that is now sold out and I still keep my discount on the room. I was really not expecting that at all and am just overjoyed. She was so nice and had the best personality and never once gave any negative vibes. Thank you, Alden, you really made my day!!! The fact that we're staying 4 nights at POP with 4 day park hopper tickets and the dining plan for under a $1000 makes this trip even better.

 

[Tara]

I An absolutely, wonderful CM named Alden worked for over 1.5 hours (with me being on hold A LOT) and was able to transfer my room only to a MYW Dining Package at the same resort that is now sold out and I still keep my discount on the room.

Your post prompted me to post my own good experience. I called CRO on Sunday morning and spent 1hr 13min on the phone with Roberta who is in the Orlando call center. Only 8 minutes of that was spent on hold -- the rest of the time was her going through option after option, making suggestions, checking "just one more thing." I wasn't able to get several things I wanted (my trip is in 34 days), but I hung up the phone feeling ecstatic about my plans, particularly because she suggested several things that have always been in the back of my head, but I probably wouldn't have pursued for this trip.

Oh! And at one point she had to go back and retrieve my information and couldn't find it for some weird reason (I can't remember what it was) but when she finally found it, she cleaned it up and said that it was marked that I DIDN'T want to receive mailings from them! No wonder I never get postcard deals anymore!! I had her take that right off.

 

[mickeystoontown]

In all of my ten years of calling Disney, I have only gotten one rude CM. I immediately turned around and called CRO and, of course, got another CM. I asked her if there was any way to find out who I just talked to (I didn't write his name down like I usually do) because I wanted to complain about him. She said she couldn't tell me who it was but she could put her supervisor on the phone. I told the supervisor about how rude he was and she advised that she had the persons name in front of her and he would be talked to immediately.

Other than that one time, I have always gotten wonderful CMs. Once, I wanted to change my reservation from Pop Century to Caribbean Beach. She said there was nothing available. When I told her we had our heart set on upgrading, she put me on hold for about 10 minutes. When she came back she said "if I can get you a room at the Caribbean Beach Resort will you upgrade right now?" I told her absolutely. She put me back on hold about 10 more minutes and when she came back I had a room. By the time I got off the phone (about 30 minutes total), my reservations had been changed!

I'm always glad to see a report of great CMs!

 

[pygmymom]

When I went to change my ressie in January to AP rates, I also got Alden! She was not only pleasant, but also efficient and knowledgable, which is a big plus in my eyes. I actually stayed on the line and did the survey to reflect my great experience. Most of the CMs I have talked to in the many times I've called have been fine, some just have seemed clueless.

OP, glad that worked out for you!

 

[teentoddlermom]

I've had some great CM's this fall when making dining reservations. I always hold on to answer the survey! I only had one who was lackluster. I hope they listen to the surveys, award the CM's and retrain the marginal CM's.

 

[jillmomto3]

This past Septeber I had the best CM, actually his is a supervisor. His name is Ace and worked extremely hard to let us keep our discount code, even though we had to chage dates of our trip idue to my husband needing surgery on his knee.

Ace if you read this, pleae know how much we appreciated your help!

Jill

 

[raven69david]

We've had our share of good and bad CM's. While i can understand that their job is difficult and maybe monotonous, working for Disney should require a higher standard as Disney prides itself in. I hate to think that they have a "lax" highering criteria when filling in those spaces. Heck, i'd love to do it part time as i love planning our trips as much as I enjoy taking them. LOL

On a side note, posting CM's names on the message board i believe is not allowed. I know this is the rule when making a complaint about a particular CM, but not 100% certain about positive feedback for a CM. Hopefully a moderator will clear this up for us.

 

[antkim]

This past Septeber I had the best CM, actually his is a supervisor. His name is Ace and worked extremely hard to let us keep our discount code, even though we had to chage dates of our trip idue to my husband needing surgery on his knee.

Ace if you read this, pleae know how much we appreciated your help!

Jill

Well...just wanted to let you know that Ace did see this and thanks you for the kind words as well!! He takes his job very seriously and wants each "guest" to feel the "Disney Difference"!!

Kim