and cancel my ressie with free dining and go somewhere else. I posted the other night about a wonderful CM I dealt with after another CM deleted my 11 yr old son off our ressie so we could "fit" in a cabin. I didn't realize this is what she had done until I called back and asked a question.
We were orginally in the ASMo 8-31/9-8. We had 2 preferred rooms with free dining and a 1day base ticket for all of us except my 2 yr old. The total was $2160.21
So then we decide we wanted to stay in a cabin because the CM said we would fit in it and it was only $478.96 more so I told her to go ahead and move us there. Well after I talked to DH and the kids we all voted (I should have asked the kids before I switched) and they wanted to be where Buzz and Woody were.
So I called back and got the great CM I raved about last night. She told me that it looked like the first CM had removed my 11 yr off our ressie.
I would have never agreed to moving the ressies if I would have known that. So therefore his free dining was cancelled. So this CM spent over an hour with me on the phone with Guest services trying to fix it. SHe told me she could get back in my original rooms at the ASMo. She told me she had to make 2 ressies one room I would be in with 3 kids and the other ressie would be DH and the other 3 kids. Ok No problem. I then paid for my package in full. I owe no more. So I ask her to send me an email confirmation. I wait all night. No email.
So I went online and looked up my ressie and the website says my ressie had been cancelled.
SO I call back and explain everything again. They tell me they see my ressie it is not cancelled but I owe 99.07. Nope, this was the amount of my last payment made the day before. So another 2 hour phone call and I am told that it is all straightened out. They said they would send another email confirmation.
Well, I got the email and now the darn thing says I owe the full amount. $2160.21 I checked my bank account and all of my payments are debited out of my account. No credits.
So I called and asked for a supervisor, I get the run around and finally she transferred me to Guest relations (not sure if he was a supervisor or not) and he assures me that the old ressie was cancelled and it has a 99.07 credit, it will then be transferred to my new ressie, so I ask again if I can get another email confirmation showing what we have and my account paid in full.
Still nothing.
We are a family of 8 and DH is the only one working. We have worked real hard to save for this vaca not to mention when we get there we plan on upgrading out tickets to FL res seasonal passes and spending another $1,100.
So that is $3260.21 that we will be spending before we even walk through the front gates. I don't understand why it has to be so difficult to get a straight answer. I am ready to cancel my ressies and go to the beach for a week. I wouldn't spend near as much money.
Did I mention that something similar happened to us last year when we checked into the ASSp?? Except we didn't know there was a problem until we checked it. We ended up losing our dinner ressie and were unable to get into bed until after 1am
So I already had a sour taste in my mouth from what happened last year and I figured it was a fluke but now I am wondering if this is the norm. What ever happened to customer service??
I am sad and feel defeated after spending $2160.21 I don't even want to go anymore.
What should I do?? I don't want to wait until we get to the resort to fix it because I am afraid the DIS would be reading about my outburst on the news.
What is the best way to make sure it is handled. I think CM tell me it is handled just to get me off the phone.
We were orginally in the ASMo 8-31/9-8. We had 2 preferred rooms with free dining and a 1day base ticket for all of us except my 2 yr old. The total was $2160.21
So then we decide we wanted to stay in a cabin because the CM said we would fit in it and it was only $478.96 more so I told her to go ahead and move us there. Well after I talked to DH and the kids we all voted (I should have asked the kids before I switched) and they wanted to be where Buzz and Woody were.
So I called back and got the great CM I raved about last night. She told me that it looked like the first CM had removed my 11 yr off our ressie.
I would have never agreed to moving the ressies if I would have known that. So therefore his free dining was cancelled. So this CM spent over an hour with me on the phone with Guest services trying to fix it. SHe told me she could get back in my original rooms at the ASMo. She told me she had to make 2 ressies one room I would be in with 3 kids and the other ressie would be DH and the other 3 kids. Ok No problem. I then paid for my package in full. I owe no more. So I ask her to send me an email confirmation. I wait all night. No email.So I went online and looked up my ressie and the website says my ressie had been cancelled.
SO I call back and explain everything again. They tell me they see my ressie it is not cancelled but I owe 99.07. Nope, this was the amount of my last payment made the day before. So another 2 hour phone call and I am told that it is all straightened out. They said they would send another email confirmation.Well, I got the email and now the darn thing says I owe the full amount. $2160.21 I checked my bank account and all of my payments are debited out of my account. No credits.
So I called and asked for a supervisor, I get the run around and finally she transferred me to Guest relations (not sure if he was a supervisor or not) and he assures me that the old ressie was cancelled and it has a 99.07 credit, it will then be transferred to my new ressie, so I ask again if I can get another email confirmation showing what we have and my account paid in full.
Still nothing.
We are a family of 8 and DH is the only one working. We have worked real hard to save for this vaca not to mention when we get there we plan on upgrading out tickets to FL res seasonal passes and spending another $1,100.
So that is $3260.21 that we will be spending before we even walk through the front gates. I don't understand why it has to be so difficult to get a straight answer. I am ready to cancel my ressies and go to the beach for a week. I wouldn't spend near as much money.
Did I mention that something similar happened to us last year when we checked into the ASSp?? Except we didn't know there was a problem until we checked it. We ended up losing our dinner ressie and were unable to get into bed until after 1am
So I already had a sour taste in my mouth from what happened last year and I figured it was a fluke but now I am wondering if this is the norm. What ever happened to customer service??
I am sad and feel defeated after spending $2160.21 I don't even want to go anymore.
What should I do?? I don't want to wait until we get to the resort to fix it because I am afraid the DIS would be reading about my outburst on the news.
What is the best way to make sure it is handled. I think CM tell me it is handled just to get me off the phone.
When I asked her again she said "well, it let me book it."
Love that...towel animal...
Luckily, its just 2 of us and the baby...components have stayed the same , just the resorts changed. I have been fortunate with CM's...however, now a days, it really depends on who you get. Some are more willing to help.
Please do not lose your cool over the phone~the last thing a reservationists needs is someone screaming in their ear. Ranting here is a good thing! 
