Help needed! Contact needed for horrible reservation foul up

[transitauthority]

Can someone tell me name/contact info for someone higher up than a supervisor for the reservations center.

We leave in 3 weeks and they have messed up my reservation and I can't get someon who can help me.

Thanks!

 

[twinnybelles]

OMG !!!!!! Read my post !!!! Please give details ! This must be an epidemic!!!!

 

[transitauthority]

Just read your story belles, and it is somewhat similar.

here goes:

Several months ago I got the 40% off thing in the mail and tried to make a reservation. Disney had no idea what I was talking about. Gave them the code. Still no clue. They asked if I was sure they had sent it. I told them I was holding it in my hand. They made me fax it in and they said they would call back.
Supervisor called back late to reveal that yes they had sent those out and she was sorry and she would like to give suggestions where to stay.

I have been to Disney many times and never had to fax anything in for a reservation, but I said ok. Just price me some deluxe hotels at the 40% code so I can decide where to stay. (I always stay onsite but never at a deluxe because of price, but the 40% code made it possible).
The only thing specific I gave was that it had to be a king bed. And yes, I know that some hotels this is a request only, but others it is a bookable category.
I chose wilderness lodge at first and booked that, but then she came back and said the king room was not bookable with that code.
She gave me about 5 other choices and I chose the contemporary garden room king. I made sure it was the king room (I'm 6'6'').
Flash forward, and a few days ago I call to say we had not received any of our documents, yet. They said they had not mailed them. Then yesterday, they come in the mail forwarded from an old address I changed months ago with Disney. They were originally postmarked the 3rd, so they had been sent when I called.
Anyway, the documents just say garden wing contemporary. No king room.

I am now mad.

I call this morning for a supervisor who tells me that I never booked a king room. I argue with her and told her specifics and that was the only reason I chose the contemporary. Why would I switch from wilderness lodge queen bed to contemporary queen bed for more money?
She is silent. I ask for her supervisor. She tells me she is the supervisor. I say I want to speak yo who you report to. She says she will call the contemporary and call me back, but I will have to pay more money for a king. I told her the price I was quoted and paid for was for a king room. I'm not sure what her calling the contemporary directly is going to do, but she never has called me back.

My package is paid for, I'm not paying any more money. I just want what I was promised. Why is the reservation system suddenly horrible?

 

[cara loves the poly]

hmm, it sounds like problems w/ the 40% off code, i read that A LOT of people didn't receive this code and claimed they did. This may be why some people are having problems now, just a guess. I'm really sorry to hear this happening!

 

[twinnybelles]

Transit authority: yes, our situations are very similar, but you were lucky enough to have actually received your documents and have a reservation. According to them, I will have none if I don't pay up!
I also have seen many posts in the countdown forum re: final docs never received, I am going to post an FYI warning over there too. This is thoroughly unacceptable by what I consider Disney standards.I hope WDW administration is monitoring these boards and somebody loses their job!

 

[IndyDisneyFan]

Don't give up!! Just keep asking to speak to someone who can help you. Late last year I book two nights at the Beach Club Villas with an AP code. I never received anything so I called back and was informed that there were no rooms available with an AP rate and I was out of luck. Luckily I had the confirmation number and she said that the reservation had been cancelled. I asked where was my deposit, and she said they had my money but no reservation was attached to it. After getting rather nasty and speaking with a couple of supervisors they magically "found" an available room with my rate and booked it for me. I was just greatful that I called ahead to check before we left for vacation. How terrible it would have been to show up without a room! Anyway, we were upgraded from a studio to a one bedroom and they bent over backwards to make things wonderful for us. See, there is hope so just don't give up!

Laura

 

[TammiMcMan]

You can probably tell by the rate you were charged, what type of room was booked for you. During the value season:

Garden Wing Standard View $259 - 40% = $155.40
Garden Wing Garden View $305 - 40% = $183
Garden Wing King $320 - 40% = $192

If you've only been charged $155.40, then it does seem right that the rate would need to go up to $192 to accomodate your king bed request. I'd agree that no additional money should be due if you were charged for the king bed already. You should probably pull out any credit card statements or cancelled checks before calling them back and have your confirmation handy as well. I'm not sure if there is one contact for reservation management, I usually stay on the line and work my way up or call back until I find someone who can help me. Hopefully you have the name of the CM who claimed she would call you back. Maybe she was just checking availability of a king room before confirming that she could update your reservation. Seems kind of strange that she couldn't do that while you were holding though. Good luck and I hope you find a resolution.

 

[Evi]

ok so I revieved the code in the mail for the 40% off rate and when I book my room its fine but I didnt leave the deposit they told me 48 hrs they would hold it for free. Called back next day it was gone but I had already invited my nephew so I booked anyways. But Im not suprised to hear about the problems everytime I've called disney they keep confirming the wrong email address for me and even though I change it its always the wrong one they confirm what can you do?

 

[twinnybelles]

http://www.allearsnet.com/pl/contact.htm:thumbsup2

 

[twinnybelles]

And I agree transit: The reservation system is horrible, the dining has gone way downhill and everyone says the housekeeping is atrocious ! All this and WDW keeps charging more and providing less magic ! Year of a million dreams my eye... This is not the pixie dust I had in mind!

 

[chickenskin]

I agree about the res. system, they really need someone to step in and take it over, we've had problems with it too, that's why we use AAA and have had nothing but great success with them. As for dining and housekeeping, every trip has been great with those services.

 

[Charleyann]

Transit authority: yes, our situations are very similar, but you were lucky enough to have actually received your documents and have a reservation. According to them, I will have none if I don't pay up!
I also have seen many posts in the countdown forum re: final docs never received, I am going to post an FYI warning over there too. This is thoroughly unacceptable by what I consider Disney standards.I hope WDW administration is monitoring these boards and somebody loses their job!

I have received any documentation and I leave in a month! No luggage tags either from ME. I too used the 40% room rate. I have a printed copy of the email sent to me. Should I be concerned. Please tell what documents to expect from Disney. This is our first time onsite.....

Thank you

Charleyann

 

[grannyminnie]

ok so I revieved the code in the mail for the 40% off rate and when I book my room its fine but I didnt leave the deposit they told me 48 hrs they would hold it for free. Called back next day it was gone but I had already invited my nephew so I booked anyways. But Im not suprised to hear about the problems everytime I've called disney they keep confirming the wrong email address for me and even though I change it its always the wrong one they confirm what can you do?

Glad to hear I'm not the only ones having email problems with them! My email address changed and the Disney system will NOT accept the new one...keeps kicking back to the old one!

 

[Rustysmom]

I hope you get your problem straightened out too! I wonder what the heck is going on with Disney?

When we were at the BC, we heard a guest saying something to the effect that he booked either concierge or a villa (not sure which), but he didn't get it. He just got a regular room. He was arguing with them and saying that he paid extra for that and what were they going to do about it? I never got to hear the final resolution because we had to go.

 

[twinnybelles]

I caution you that if you don't want to go through what I am, you should call immediately. The lack of docs is what brought my problem to light. I did receive DME @ 45 days, but NEVER recieved voucher packet, I called to inquire @ 12 days out , document dept. was supposed to get back to me, instead WDW travel started calling saying I owed them $$$$ on a fully paid ressie !

 

[TheRustyScupper]

Why is the reservation system suddenly horrible?

1) You won't like the answer.
2) WDW can't get enough people to work for them.
3) When they do, the turnover is horrendous.

4) They used to train ressie classes semi-annually.
5) They now have new ressie CM classes every six weeks.
6) Three weeks ago they graduated 70 people, and many have already left.
7) This is a very high pressure job.
8) If you don't make your hourly sales quota, you can get fired. *
9) So, combined with new people and pressure, there are errors.

* Each type of caller goes to a CM with a different hourly sales dollar quota. As an example, a frequent visitor goes to a person with a high quota, because the call should be short, due to the guest's knowledge of what they want. Conversely, a new visitor goes to a CM with a low quota, because they might be on the line for a while. That is why you are asked how many times you visit WDW whern you first call in. Quota is also why CM's don't chit-chat as much on the phone anymore. They can be written up by their supervisor for not phone selling, plus they can miss their quota by yakking instead of selling.

 

[5DisneyNuts]

1) You won't like the answer.
2) WDW can't get enough people to work for them.
3) When they do, the turnover is horrendous.

4) They used to train ressie classes semi-annually.
5) They now have new ressie CM classes every six weeks.
6) Three weeks ago they graduated 70 people, and many have already left.
7) This is a very high pressure job.
8) If you don't make your hourly sales quota, you can get fired. *
9) So, combined with new people and pressure, there are errors.

* Each type of caller goes to a CM with a different hourly sales dollar quota. As an example, a frequent visitor goes to a person with a high quota, because the call should be short, due to the guest's knowledge of what they want. Conversely, a new visitor goes to a CM with a low quota, because they might be on the line for a while. That is why you are asked how many times you visit WDW whern you first call in. Quota is also why CM's don't chit-chat as much on the phone anymore. They can be written up by their supervisor for not phone selling, plus they can miss their quota by yakking instead of selling.

Not to mention the computer system they have to deal with is not particularly cooperative!

 

[MEK]

Maybe that's why going through the same knowledgable AAA agent has always been successful for me. Maybe an AAA agent automatically gets linked to a high quota, more knowledgeable cast member. Initeresting! I have to go through AAA, because I always have credit card rewards to redeem with them. But I've never had a screw up.

To the OP - Good luck resolving your problem.

 

[cara loves the poly]

1) You won't like the answer.
2) WDW can't get enough people to work for them.
3) When they do, the turnover is horrendous.

4) They used to train ressie classes semi-annually.
5) They now have new ressie CM classes every six weeks.
6) Three weeks ago they graduated 70 people, and many have already left.
7) This is a very high pressure job.
8) If you don't make your hourly sales quota, you can get fired. *
9) So, combined with new people and pressure, there are errors.

* Each type of caller goes to a CM with a different hourly sales dollar quota. As an example, a frequent visitor goes to a person with a high quota, because the call should be short, due to the guest's knowledge of what they want. Conversely, a new visitor goes to a CM with a low quota, because they might be on the line for a while. That is why you are asked how many times you visit WDW whern you first call in. Quota is also why CM's don't chit-chat as much on the phone anymore. They can be written up by their supervisor for not phone selling, plus they can miss their quota by yakking instead of selling.

So that's why they ask all of those questions before you get through!!! LOL!