Furious at Disney- need advice!

[Peter Pirate]

Be upset, but don't be angry yet. Try phoning CRO and try again. Ask for a supervisor. Be very courteous even it isn't going your way. Keep asking for supervisors. Attempt to call the WL GM (this will be tougher but can be done). Keep trying CRO for the discounted rate. Be vigilent before you get angry.

After you succeed in getting this straightend out (which you will) take your trip and have fun. When you come home write a very nice and detailed letter to WDW corporate offices (Al Weiss) and copy the WL GM, provided you do stay there. This will be followed up.

Remember this is a huge division that must follow policies. Some Cm's are better with dealing with failures in that system than others but Disney knows failures occur.

It is a shame that you've been caught in the middle and this is serious enough that you MUST write a letter to WDW.

 

[Heartwish]

Thank you so much for all of your sympathic mouse ears. We are going May 13th for 8 nights. We just went last November, so the idea this time is to go and enjoy the little things. Many of which are at WL. I did speak to someone in Guest Relations, and she had about as much sympathy as the first person I spoke to. I asked to speak to someone higher up and she said that SHE would have to speak to them and she would get back to me by tomorrow. I have little faith of ever hearing back from her. I am giving her until noon tomorrow and then I will try again. I WILL pursue this. Right now, I don't know if I'm more disappointed in not getting the AP rate or in the attitudes of the people I spoke with. A simple "I'm sorry this happened" would have a least softened the blow. Frankly, I amazed that they admitted that the commetns said I was reminded to bring my AP, because their attitudes suggested that I was a big, fat liar and never really booked the room at the AP rate.
If not Michael Eisner, anyone have the direct line to Mickey?

 

[twinklebug]

If not Michael Eisner, anyone have the direct line to Mickey?

Ahh, Mickey would put you up in the Castle itself all expenses paid

 

[Scott_6767]

Disney has made NUMEROUS booking errors over the past month.

Yesterday, I got my confirmation letters from the travel agent that Disney sent them. We have 2 rooms for May at Pop. My mother in law's room was put in for all 12 nights at the AP rate. Mine however, was only in there for 10 nights and NOT at the AP rate. Yeah, I don't think so.

My travel agent called Disney and the CRO admitted that they have been having serious problems with bookings. They'll straighten it all out for you.

I wanted to first address the statement that was made above. Your booking issue wasn't with the Disney Agent. It was with your Travel Agent. I have booked a couple of ways with Disney and haven't had a problem. The single and only time my trip was screwed up was when I went through a Travel Agent. NEVER AGAIN!! It is my understanding that when you book through a Travel Agent, they tell Disney what to do not the other way around. If your booking was wrong, then I would blame the Travel Agent not Disney.

Asking for a Manager wont get you anywhere with this company, because there is only the Customer Service area that handles the issues. If you want to vent, I guess then go for it. I have had a couple of times where the agent helping me was almost in tears because of the caller before me was so rude. Yelling and scream wont get you anywhere and only puts up walls. Talk to the person and understand that with so many people taking reservaction, there is no way your going to get the same person twice. Explain to them what has happened and don't blame the person helping you then, when it they weren't the one that orginally booked it.

I read on another board that Passholder rates can only be booked for a limited amount of nights. See if that is issue.

Remember they are people too.

 

[PneumaticTransit]

My advice is to calm down, then call back. I have worked in a Disney call center, it is a thankless job and can be brutal. People think because they are not face to face, it's okay to scream, cuss, and degrade you. It happens everyday. You can tell when you answer the phone how the call will be. It is common to hear "I don't want to talk to you, I want your supervisor - you've really screwed up big time! What kind of morons do they have working there?!" when A: You just answered the phone B: You've never spoken to this person before & C: You have no idea why they are so irrate. You build up walls against these, if you are at all harsh - you are less likely to have your problems solved. Who wants to help someone when all they can do is swear at you and tell you that you're going to be fired?? You REALLY DO catch more flies with honey...
Anyone who can add 2 & 2 will see the problem with your reservation. Just don't be rude about it. If the person cannot help you, firmly - but politely ask for a manager.

I would also agree with Scott, travel agents can be dangerous. If you use one, make sure it is someone you trust. I worked front desk for 2 years, not a day went by when someone used a travel agent that promised them 1st floor, pool view, by the lobby. Of course, everyone knows you can request that, but is not guaranteed. However, the travel agents type it on their vouchers so the guests think that's what they're getting because they were PROMISED. Sorry, you were promised by your travel agent, not by Disney. I've also had cases of booking the wrong hotel, and they travel agent misprinted the vouchers. I even had a few guests who's travel agents forgot to book their vacations, but did not forget to take the money and give them a voucher.

 

[Nik's Mom]

I'm so sorry this happened to you. I would definitely call back and speak to a supervisor! Good luck and please keep us posted!

 

[YCFAN]

Sometimes I think it just depends on which CM you talk to and what kind of day they're having, maybe the previous caller wasn't so nice. I wanted to book a particular suite so I called and tried to make the reservation understanding that the new rates wouldn't be out yet. (It's for July 2006) I was told that I would have to call back in August of this year. They could not book a room that far in advance. I waited two days and called again. I'm booked for July 2006 in the Royal Asante Suite at AKL! Another CM may be able and willing to help you where the first one wasn't.

 

[cristbaby]

That is such a shame. I hope with some of the advice here you are able to remedy they problem. Good luck, and just keep calling back.

 

[elliemae1192]

It sounds like you're in for quite a few phone calls, if you don't have it already, you should search the posts here and find the 800 number. Otherwise your phone bill will be bigger than the hotel bill. Keep trying and good luck!

 

[DawnCt1]

I would call the resident manager at WL and explain calmly what happened. Explain that would you have never bought an annual pass due to cost considerations but did so because of the discount that who secured through CRO. Tell them that you have always wanted to stay at WL and see if they can help you. I had a problem years ago and the resident manager of the Yacht and Beach Club intervened. It's another idea. Good luck.

 

[missypie]

I would call the resident manager at WL and explain calmly what happened. Explain that would you have never bought an annual pass due to cost considerations but did so because of the discount that who secured through CRO. Tell them that you have always wanted to stay at WL and see if they can help you. I had a problem years ago and the resident manager of the Yacht and Beach Club intervened. It's another idea. Good luck.

That is a very good idea. Remember that when you call the CMs who book reservations, that is who you are dealing with. If there are no more AP rooms left in their computer, they can't book them. You need to get to the "let me make it better" person, not a reservationist.

Think of how this would be handled if you hadn't noticed the rate until you checked in at WL. You would end up talking to the hotel manager who would look at your paperwork and then honor the lower rate.

 

[Alicnwondrln]

Im so sorry
I would keep calling
wait a couple of hours and call again tonight
i would not wait until tomorrow
keep track of everyone you call and i would also call the WL directly
remember kill them with kindness

 

[Lives4Disney]

OOOOOH! I was fuming when I read your post. I had the SAME thing happen to me last summer. I purchased the APs for the discount rate, also and had the SAME thing happen. The CMs at the call center were SO RUDE to me when I received my mail confirmation and phoned them about it. I spoke to MANY different people who would pass me to "guest services" and those people were sometimes even more rude. I wouldn't put much into the line that they will get back to you. They told me the same thing and NEVER got back to me - that is why I had to phone so many times and wound up speaking to diff people and explaining it over again as they never even noted the issue on my reservation info at all. They blew it off.

I can only say to keep trying to get that reservation that you want. Call first thing in the mornings and every couple hours after that. That is how it worked out for me. I just kept trying and had to split my stay - but it worked out. Maybe you could stay at a different deluxe? I know you really wanted the Wilderness Lodge, but try the Poly or CR, or GF. Maybe they have AP rates available, snag the rooms and keep trying for WL. I have stayed at those resorts and they are terrific. Good luck. Just don't wait around for the CMs at the call center to help you. They are horrid in these situations where it is your word against theirs. I was so offended by the way I was treated. I have been to Disney sooooo many times and given them BIG $$$$. I am not a liar or a cheat but they made me feel like I was trying to weasel something out of them.

Good luck to you and I hope it turns out alright.

Lives4Disney

 

[pirateofthecarolinas]

I know this won't help you now but always write down the CM's name. I keep a notebook just for my WDW Reservations. Everytime I call I make a note of the date, time and CM's name. I also include what changes or additions I made to my reservation. I'm never questioned when I can provide this extra information.

Hopefully, this will help you as you go through this process. I have faith that WDW will give you the AP rate.

Lori

 

[bavaria]

Wishing you the best of luck....

I just had a similar thing happen - I had booked a res in April and a res in May. Called to confirm the April dates, and they had been booked for May, so I was now holding two sets of ressies for May 7th (and contrary to what others had happen, neither was cancelled due to the fact that I was holding two rooms identical dates at two different resorts)

I was able to get one moved back to April yesterday, surprisingly got AP rate for 8 nights. I was told that the duplicate for May was now cancelled, and I was only holding one room in May

Today I called back to modify something, got a great CM, and he said 'oh, you have two reservations in May!' He went ahead and cancelled the duplicate for me, which was supposed to have already been done yesterday.

Four weeks after booking, I still have no written confirmation - as usual, they will most likely arrive after I am gone...

Unfortunately the res agents are only human, but I will admit that they do seem to make a few more mistakes than other res agents.... Wishing you pixie dust to have it resolved!

 

[DisneyFans4]

I would definitely call back and ask to speak to a supervisor or manager. Your call has to be documented somewhere when they pull up your name. If you can't get through to that manager then I would call WDW Guest Services and speak to the manager there. I definitely would not give up!!!!!
Good luck!!!

 

[Sammie]

Call back and ask to speak to a Supervisor. As much as the GM at the resort would like to help it is not his/her area and will only be able to transfer you back to the CRO.

Explain very politely your situation. Be sure to mention when you called and what time you made your reservation. If you could remember the CM's name that would really help. They should be able to trace your transaction.
I would approach the situation in this way. You got your confirmation, it's states you need to bring your AP to receive your discount, but the rate quoted on the confirmation is Wrong. I would never even go into the fact they did not book you a discounted room. I would approach it as, I have booked a room with an AP discount, I was told the amount, hopefully you wrote down the amount, and now I recieve this confirmation and the total is wrong.

Good luck.

 

[Alicnwondrln]

Any luck

 

[Luv2Roam]

But the GM could comp a room or night's stay. This is my guess. I am sure they have the authority to do this for various situations. Every hotel and restaurant does, Disney or not.
As others stated, Be Nice. But Be Firm. And a LETTER to Lee Cockerell may work wonders. Always worth a try!
When I get furious at any company I don't fool around with the peons. I go right to the top. Works charms!
Good luck. I am sorry to have to do this to get what you should have in the first place. Not a good start to any vacation.

 

[Paco]

Don't give up! Last August when they ran the special, I called CRO and asked for WL for my dates. The CM said "Yes, we have Standard view for 4 nights @ 139 a night, do you want to reserve?" I immediately answered "YES" and she said, "O.K., one minute please."....All of a sudden she said,"OOPPSS!!! It's Gone!!!". I said O.K., then get it back. She said she couldn't because there were only a certain amount of rooms set aside at that rate, and there were none left. I tried to remain calm and asked how could that be possible? You just offered me a rate, I accepted and then "POOF" it's gone?!? No way! No how! Not today! Please give me your manager. After a brief hold the manager got on and tried to brush me off. I expressed how displeased I was with being offered it one second and taken away the next..... She said she had to call the manager of the WL to see if he could "set aside" another standard view room at that rate, but she would have to call me back. O.K. but, I want your name and number,please. She called back about 10 minutes later and said that they took care of it and gave me the rate. I said thank you....
When we got to the WL (My first time there.), the CM at check-in looked my name up in the computer and said, "I'll be right back, theres something next to your name." When she came back, she said "You've been upgraded." and ended up giving me a fantastic courtyard view room. I was almost embarassed.


So call CRO and get the manager!
Best of luck!