Guest Services Corrects Reserv. Mistake

[goofyandmore]

I was really happy when after more than 2 weeks of several calls a day, I was finally able to book the Polynesian concierage-garden view with the ap discount, for my entire stay (3/31-4/6). Then when I called to check on air, the CRO employee restated my reservation, but it incorrectly had me paying the regular room rate for the last 3 days and it had 2 different reservation confirmation numbers-one for the days with the ap discount and one for the days without.

I told CRO that I had the woman's name who made the reservation and the price quote for the complete stay which was very different from the amount I was now being quoted. I also was never given this other reservation confirmation number.

The CRO agent said she spoke with Guest Relations but they couldn't do anything because there were no notes from the agent. After I requested to speak with Guest Relations and was disconnected, I called back and spoke with Guest Relations. The first man said he couldn't help me because the ap discount wasn't available anymore but I should keep trying.

After I firmly requested to speak with someone in a supervisory role, I was connected to a very helpful woman. She was able to get approval from higher ups and then told me that she signed off on getting the reservation I was told originally I had (with the ap discount for the entire stay). I am very grateful for her understanding and kindness.

Carolyn

 

[bugbugmom]

I'm glad you got that corrected. I'm glad that you were persistant and had the name of the cm who quoted you the correct rate initially.

 

[goofyandmore]

Thanks. I think having the name added some credibilty to what I was saying but in the end, I think I was just lucky I finally encountered someone who wanted to go the extra mile and help. I had the prior CM' s name because I wanted to leave a message with the disney comment line to say how happy I was that she was able to get my requests reserved. I still don't think that it was her fault because I remember asking her to double check and she did give me the correct total price which took into consideration the discount. She also confirmed that I had the same confirmation number. Maybe the computers messed things up?

I am really happy though because we are leaving on my oldest son's birthday which is also my hubby's birthday AND we will be there for mine as well.

This trip is a complete surprise for the kids. They think we are going to South Carolina which would be great too but they will really be thrilled when they see that Orlando sign at the airport!