I'm REALLY frustrated!

[antkim]

I have been trying to get a hold of the special CBR team to ask a quetion on my ressies that only THEY can answer.Yesterday I was on hold for a total of 1hr.18min(3 seperate tries) and NEVER spoke to anyone.One CM I talked to was actually trying to get them for me and HE was getting really upset at the wait too-he finally said he was personally going to walk over,talk to someone,and THEY would call ME back-NO ONE DID!
I know they are VERY busy but I just have a question.Do you know if they are reimbursing people for their outrageous phone bills?
Sorry-had to vent-I NEVER COMPLAIN ABOUT WDW!!!!!!!!
Kim

 

[helenk]

I would not count on them reimbursing you as they are calling people to notify them of the change. Because of the internet alot of customers knew about the CBR closing before they got the call and chose to call on their own.

 

[pooh6890]

You already know that they are contacting people regarding their reservations at the CBR. Why would they reimburse you for a phone call that you made to them instead of being patient and waiting for them to contact you with a really good deal? Is your reservation this month or months away? I am sure that has something to do with them not contacting you at this point. Be patient and they will probably offer you a really great rate at a Deluxe and you will be better off than before. I have stayed at the CBR and I would choose a Deluxe over that property anytime.

 

[Eeyore1954]

Unfortunately, I think Helen is right on this one. My DW and I call Disney a lot for our vacations and we just see it as part of the cost. It's unfortunate that sometimes you are put on hold for a long period of time and it's YOUR money they are spending. I'd rather call them on THEIR dime (a toll-free # for me), but that's probably a pipe-dream.

 

[PamNC]

I agree - I think they need to give us a toll free number to call CRO. There use to be one but it doesn't exist now. For the price we pay to visit the World, a toll free number isn't too much to ask. IMHO.

PamNC

P.S. I never complain about WDW either

 

[antkim]

Apparently I didn't make myself clear-I have a question on my ressie-I'm not calling to get a resort change-I have already been switched to Poly-if I were just calling-knowing they were suppose to call me then by ALL means I wouldn't be complaining!!!!!!!!!!!!!The question I had was concerning splitting my stay and I was told I had to talk to them directly because of the rate.
Anyways,I did finally get through,got what I wanted,and was told by 2 different CM's to contact guest services about the phone bill-they thought it might be useful considering I was ONLY calling about my EXISTING ressie not trying to change from CBR without waiting for the call!If anyone at CRO could have help me there would have been minimal waiting!
Thanks,
Kim

 

[ls1222]

You may want to email them. This always works for me (sometimes they email back or call). I emailed them last Fri and the resort called me on Sunday. Go to guest relations in the disney web site and it will direct you from there (you can email several diffrent departments/resorts). Make sure you include your reservation number.

 

[gepetto]

Since you were calling to change your existing reservation they won't pay your long distance charges.

 

[jdwright13]

Thank Mickey for the Disney club, I called in on the 800 number, had to wait 90 minutes, but they got the bill. The membership paid for itself in phone calls and Cirque discounts.

 

[jeank74]

I do have a toll-free number for Disney. I got it from my agent to check on my balance. I have tried using it before without any problem. So give it a shot:

1-800-828-0228

 

[antkim]

Thanks!

 

[cascadecupcake]

You wanted to add 3 more nights on to your stay after you got the great rate at the Polynesian. They let you do so at the same unbelievable rate even though you didn't have those nights booked originally. Then they let you have the same rate at AKL so you could split your stay and enjoy 2 different deluxe resorts and this fantastic rate.

You say you were on hold asking for these special allowances for 78 minutes. At 7 cents per minute we're talking about $5.32. (and since you know how to find Disney discounts online I'm assuming you are savvy enough to have found long distance at a competitive rate such as that or thereabouts)

Seems kind of petty to me when you look at the whole picture, don't you think?

I'm not trying to be critical, I just wonder if maybe you need things put into perspective. (??) It sounds like Disney is already bending over backwards for you. You got a fabulous deal on what is sure to be a wonderful vacation. Don't sweat the small stuff!

 

[antkim]

Pam,
Thanks for your input BUT first of all I was on hold without talking to anyone yesterday for 1 1/2 hours.Again NEVER spoke to anyone.Called back this morning at 7:00 to try again hoping that it wouln't be as busy just to be on hold again for another 15 minutes-had to hang up.Called back again 10 minutes later and was informed that the CBR team doesn't start taking calls until 8:00-SOOOO on top of yesterdays calls I was put on hold again this morning and the agents weren't even working yet.When I finally talked to the CBR agent this morning we talked for a LONG time and got everything I had hoped for and more.Again-I didn't even know if this was possible this morning when I obviously made the mistake of voicing my complaint so all these calls could have been for nothing as far as I knew.
Your right Disney did offer me an incredible stay and I REALLY appreciate it and I'm sure I will never have such an opportunity again-but on my defense I didn't ask for this-it was OFFERED to me because the resort I chose is now closed.
As far as my savvy-haven't found that incredible plan you have-as a matter of fact I just had my husband buy a prepaid phone card for further calls.
I learned MY lesson-I WILL NEVER COMPLAIN AGAIN UNLESS I CHECK TO MAKE SURE IT'S O.K. Kim

 

[antkim]

One more thing
Just so everyone doesn't think that I'm this rude,unappreciative person-when I talked to the CBR agent this morning and in our LENGTHY conversation I aplogized for taking so much time-had lots of questions.Her reply was "are you kidding?When we get someone as pleasant as you WE could talk all day!"I thanked her again for all her help and then she was the one who told me I should speak to guest services about such an extended wait and no return call that I was promised.
Can I please stay and play on these boards?
Kim

 

[pooh6890]

Yes, you may! Sometimes it's hard to place the tone of some of the posters here. If I misjudged you, I am sorry. Have a wonderful time!

 

[antkim]

Thanks!I feel much better!I NEVER meant to sound irrational!I am SOOO looking forward to my trip!Never thought I would WISH it was December in August!LOL!
Again I really didn't mean to offend anyone.
Wish you all wonderful trips!
Kim

 

[ERINMATTHEWS]

Antkim--I would not apologize to these rude people who are attacking you. You should stand up for yourself, especially after reading the post from cascade cupcake. I too am a CBR
"refugee", and I am so sick of people trying to make us feel guilty for getting an awesome rate for the Poly or the AKL. What these rude people are saying is that since we got a great rate we don't have any rights, like adding an extra night, etc. We should just be happy with what got, right? I feel that some people are just so jealous about the price that we are getting that they have to lash out at someone like you, who is just posting about a phone call. What business is it of anyone else's if someone wants to add a few nights to their vacation. If someone gets a great deal, they should take advantage of it. I don't feel guilty. It was Disney's decision to close CBR. We had nothing to do with it, and I'm just glad that Disney is compensating us for this inconvenience. Since I have read one too many snobby posts about how we shouldn't be asking for anything more, I really don't care if I am stepping on anybody's toes!!

 

[LucyStorm]

There was no call for anyone to be rude to you. If they didn't like your question, they didn't have to respond. Stay and play, Kim. Most here are friendly.