I need to vent

[bbogz]

I had ressies for AKL-Savannah view for end of January. I wanted to add an extra day, so I called Disney. I was told there would not be any problem adding an extra day to my stay in the standard view. There were no savannah views left. I asked if I could stay the three days in the savannah view, then move the fourth day to the standard view. The CM told me that my ressie was for just the standard view and that there was no way I could get a savannah view because they were all full. I was livid. I told her that 2 other CM's told me I had a savannah view--the one who took my ressie and another who I talked to a few minutes later to pay the rest of my costs. The new CM said she would talk to Guest Services and see if she was missing something.
By this time I had been on hold more than talking to someone. She got back on the line and said there was nothing she could do-I had to take the standard view. I then asked to talk to a supervisor. She told me I would only get someone at guest relations who would tell me the same thing. I said I didn't care, I wanted to talk to them. She reminded me to let them know that all that was left were standard view and deluxe savannah. She them put me on hold for another 12 minutes.
GR explained that I had been given the price for a standard view.
I told her that I had a code--she said I could not use them for this stay! BUT for an additional 250 dollars, I could get a standard savannah view. All of a sudden they have a standard savannah available. So 650 dollars later we have a savannah view for an extra night. Not the way I had been treated on other trips. I'm just glad I called or we would have been VERY disappointed upon arrival.
Thanks for letting me vent!

 

[IloveDMB]

One question, what does it say on your conformation? If it says Savannah view, you may have a real way to fight to extra charges,

If not, I still can't understand why this CM was not in the magical mood. You read so much on these boards about understanding CMs and all.

 

[bbogz]

We booked last week. I have not gotten the confirmation yet. This CM told me that it would say standard view.

 

[IloveDMB]

That stinks! They won't even apply the CTH code?

 

[dandave]

Originally posted by bbogz
BUT for an additional 250 dollars, I could get a standard savannah view. All of a sudden they have a standard savannah available. So 650 dollars later we have a savannah view for an extra night.

So how much are you paying per night for a standard Savannah view?
I hate to be so nosey, but that doesn't seem like much of a code discount. I know that CTH wasn't getting a very good deluxe discount, but I've stayed at AKL concierge for $299 plus tax a night during regular season with an AP discount.

 

[klh999]

I know how you feel. I had my heart set on MLK weekend in Jan, at the Yatch/Beach club. I booked a standard room with triple A discount. This was a stretch for me, budget wise. When I got my confirmation it was for only one night. I simply called and told disney that the CM made a mistake because my ressie was for 4 nights. She typed on her computer and said I am sorry all standard rooms are sold out, you need to upgrade to a water view and there are no triple A discounts available. for waterview

I was so so so disappointed. After, taking with a supervisor, she told me there was nothing she could do. I know I had told her 4 nights because, when she gave me the total it was correct.

Thanks to the CM I had to switch my resort. I just couldnt afford that upgrade. I started a thread, "CM are from another planet". Its a venting thread, for the CM's that you speak to that seem to have no clue what you are taking about. Or mess things up, or give you incorrect info. I regulary know more than they do.

I feel your pain.

Well Enjoy disney anyway. You will have a good trip. Did u try an AP rate. Maybe you can get a discount with an AP, is it worth it for you to buy an AP.

 

[bbogz]

Well, It is a new day--and after a good night's rest (!) I woke up this morning feeling that I had really been taken by Disney. Not only did the third CM screw up my ressies, but I lost the code that I should have had. I wish I knew who else I could speak to about this, because I feel I am overpaying. Merry Disney Christmas.

 

[skiwee1]

Since you did this a week ago for the first reservation you might get the original comfirmation first. It will be interesting to see if it indeed has the code along with savannah view. Then you have a leg to stand on. I'm sorry this happened. Hopefully you will still get the first confirmation.

 

[PamOKW]

All of this is a good reminder for everyone to take their time when making reservations. Before you hang up the phone, have the CM read back to you what you have reserved, the dates, rate, etc. Also, write down the CMs name and the date you made the reservation. Without that info, it's difficult to argue any errors that arise.

 

[missypie]

This is only a little bit related, but it's a good word to the wise: We are members of Citi Travel, where you get a 5% rebate for all travel you book through them. When we were planning our trip to DL last winter, I called them to book the Disneyland Hotel. The reservationist quoted me a rate of $59 per night. Unbelievable! I asked, "Are you sure that's for the Disneyland Hotel?" "Yes." We went on with the reservation process. I stopped her again and asked, "The Disneyland Hotel in California?" "Yes." We went on. I stopped her again and asked, "I can't believe the rate I'm getting. Are you SURE that's the Disneyland Hotel in Aneheim?" She said, "Yes, the Days Inn Disneyland Hotel." !!!!! If I had not asked 3 times, I would have thought I had gotten the greatest rate in the world, and would have ended up at the Days Inn!

 

[SnackyStacky]

I'm not entirely sure that it's all the CMs fault, so much as it is this new computer system they've implemented.

I booked a AAA standard view at the Beach Club, and was quoted a rate of $273.90/night. I got my confirmation, and the confirmation slip showed it as some $330/night!!!!

I had to call, and they told me that the $330 was correct. I had to have him double check his computer because that's not what I had originally been quoted. Eventually, he did find the $273.90 rate.

This in NO way excuses any kind of attitude that those CMs give you. I used to work in a call center and if I couldn't be polite, I'd put the person on hold, take a breath and then come back.

 

[bbogz]

In all fairness to me (!) I did double check everything with 2 CM's before I hung up the phone. It was the third one (the charm) that told me I didn't know what I was talking about. And she insisted that I tell Guest Services that the only thing left were deluxe savannahs. The fourth at GS is the one who said that indeed there were standard savannah rooms available.
I received my confirmation in the mail today and it said room:standard. I probably would have thought that I was getting the standard savannah had I not called to add a day. I know the first two CM's both said savannah. This is frustrating.

 

[LargoLori]

This is what happened to us in October. I had booked 2 rooms at All Star Sports at a Florida discount rate of $49.00. At the same time I made 2 additional ressie's both in December. I received 3 confirmation numbers for each reservation. Some time passed and I never received my letters of confirmation. I called back to see where they were. I was told at that time that I did not have reservations for October. My other 2 ressies were showing in December, but nothing for October. Somehow the computer or CM had put an incorrect address for us in the system and we never received our letter. Then they said we didn't pay the deposit so we lost the reservation. I paid a deposit on all 3 reservations using the same credit card when I booked. The fact that I had a confirmation number meant nothing. Then I was told they had no more rooms available. The worse part is they told me the Florida discount rate was never available in October. Like I made it up or something. My mistake was not writing the CM's name down that I originally booked with. They were able to get me ressies but at a higher rate. I was very disappointed in the way I was treated and how everything was handled. We travel to Disney alot and this is the first time I have had a problem. Needless to say, from now on I will get a CM's name always!!!!!



Lori

 

[bbogz]

I had all the names of each of the CM's that I dealt with. It didn't seem to matter.

 

[LargoLori]

Wow!!! Very disappointing for Disney.

Lori

 

[heffalump9]

I am sorry for your frustration, I had simular problems with our Spring reservations I finally worked out all our problems with the help of Carlos at Guest Relations. Once you get your confirmation explain your dilema to Guest Relations and things might work out, it did for us. It took time but I got everything we expected, the room, rate and even a refund for the pricing error, hopefully the "magic" can work for you too.

 

[Deb & Bill]

It kind of sounds like there were no more rooms left on the discount. Not all the rooms are available on the discount, only a select number. When they get reserved, then you only have the other rate.

I'd also wait to see what you have on your confirmation. That may help a lot in getting the correct room.

 

[Tiggerlover91]

WOW!!

And all these reasons are why I use Dreams Unlimited. Less headaches for me and ALWAYS get what I want!