Great interaction with MS today

[BroganMc]

We usually hear complaints about our dealings with Member Services so I wanted to change the tone a bit and rave for a while.

Last week I had called to book the three rooms for my Grand Gathering next June. This was under the new booking system where we book from check-in day and I needed a HA room for myself. I had asked to add an additional night at the end of the booking via cash, to decompress and not blow a big chunk of points. However the cash nights were not coming up yet.

So I finally called back today to add that extra night. I talked to Sibella (someone I believe I had before). She had an issue getting the cash nights to come up for the 2bedrooms in the new system. Seems they are in flux between systems and there are still glitches. Not all the inventory is popping up as it should. From the sound of it, the trouble is CM having to learn the new system and all its quirks. (Something I saw happening at work this year, coincidentally.) But she pulled up the old system and found the rooms. She also noticed that there was no notation of my room being HA so made sure she checked that with Special Needs.

Those of us calling for HA rooms still need to wait on hold while MS calls Special Needs. They haven't implemented conference calling yet. And the notice of HA room guarantees is still not showing up on the written confirmations. Both are issues I have raised to Member Satisfaction. But Sibella was very thorough in making sure it was all set for me in the Special Needs system. BTW Special Needs has my reservation under my name, something Sibella noticed when she called. For me, I just call them directly and they know me from my Caller ID. (Yes, it is freaky. I say "Hello can I check on my reservation status?" and they answer "For which stay Ms. Brogan, I see you have X number booked so far.")

Sibella also checked on my Grand Gathering number. The request went in last week but hasn't been assigned yet. Apparently they are backed up a bit with late calls. We also talked about the new booking system. Sibella raved about it saying it is really cutting down on DBD calls. I voiced my reservation about the high profile times like NYE, but she said she's had no problem booking Easter trips for folks. She said she still has plenty of availability for that. Not sure which resort though. And I myself remain unconvinced it won't be a problem for next NYE bookings.

I had to book a tour for my upcoming October trip so unfortunately Sibella couldn't help me with that. Instead, I called up WDW-TOUR and talked to Dominic. He was another fun CM to talk to. Booked the Magic Behind the Steam Train tour for October 8. He offered to book meals for me so I ended up booking lunch at the Plaza that day. Then I asked about the Floral Experience.

When I was there last April I dropped in on the tour and interviewed the teacher for my live DIS report. She had said they were considering switching the class entirely to SSR. Participants had reported liking SSR better because they could all meet at SSR and then head over to DTD for shopping and dining. (It's a ladies thing, fellas.) Well according to Dominic they have offically gone with the change.

The Floral Experience ceased operations at BWV in June. It is now every Wednesday at SSR Community Hall at 2:30pm. I signed up for the Oct 1 class (our check-in date). I also booked it for my dad. You reserve with the credit card but payment is due on the day. I can't wait to try the class. I was sorry I couldn't stay last April but had other plans for the day.

Before we were done Dominic was giving me reviews about Toy Story Mania and reminding me to book F&W events starting Aug 25. And both Sibella and Dominic knew well about the pioneering lifegaurds at SSR who are revolutionizing pool accessibility for those of us who need it.

All in all, I came away from my phone calls today feeling a tad homesick and longing to be with my Disney friends again. My apologies to anyone who ended up waiting on hold as I chatted away with my CMs.

 

[CarolMN]

What an interesting report - thanks for sharing it.

I agree with you about the new system - MS really hasn't seen the "busy" times that will "test" the new system. Hope all the CMs will be experienced with the new system before that time arrives!

Thanks especially for the info on the Special Needs group - although I am fortunate and do not need those rooms myself, I think it is important that those who do need them, know the ins and outs of assuring they get one.

 

[kimberh]

It is so refreshing to read your post. Thanks for posting it. What is the Floral Class? Where can I find more information about it? I have been having wonderful experiences with Member Services lately also. They have been most helpful and friendly.

 

[Connears]

I have been a member since 1994 and have always had wondful service from MS...for everything including dining reservations! I hav never encountered a cm that was rude or gave me wrong info. I know others have,but I beleive the majority of service is not reported! Just the errors or cm with an attitude. You will find these at any organization.

Connears

 

[BroganMc]

It is so refreshing to read your post. Thanks for posting it. What is the Floral Class? Where can I find more information about it? I have been having wonderful experiences with Member Services lately also. They have been most helpful and friendly.

An instructor from Disney's floral arranging service conducts the class. She/he brings a selection of flowers and planter to suit the season in which the class is held. Then you get an in-depth lesson in the artistry of flower arranging including proper length of flowers, placement, depth, etc. for the setting those flowers are going and what type of vase you're using. The instructor at the April class said her goal was to give students practical skills for creating professional Disney arrangements at home, whether from backyard cuttings or the local supermarket nursery. She also went into depth as to where you get your fresh flowers and what's in season at home. I believe color and composition for the season entered into the discussion.

Cost for the class is $50 ($45 with a DVC discount). It goes toward paying for your supplies. When you finish you get to take your arrangement with vase home. I'm doing the class my first day at SSR so I expect it'll be decorating my room for the next 11 days.

It's a neat way to spend an afternoon. They set up in the Arts & Crafts room at SSR's Community Hall. That has about half a dozen tables all set up for the various crafts activity. It's nicely air conditioned and uncrowded mid-day. It's also right off the HRS pool so you can leave your kids at the pool and sneak off to CH for the class.

From what the teacher told me, the class gets a lot of ladies who make an afternoon of it. They come to SSR for the class and then perhaps the spa and late lunch & shopping at DTD. Transportation ends up being easier because every resort has a bus to nearby DTD and every park has a bus to SSR. At the Boardwalk they got mostly BWV/BCV/Yacht Club guests since you'd have to travel through EPCOT or take a ferry from DHS to get there.

 

[oakmanner]

Great to hear some positive feedback!

Dennis-