Incorrect WL info from CM

[SpecialK]

So- I cancelled a ressie at the Dolphin and switched to the WL. At the time I made the reservation, I requested bunkbeds. The CM just said okay. He neglected to tell me that bunks are in a separate room category. I call today to check on someting else and that's when I find out. Naturally, all the bunkbed rooms are sold out. They will not put a request on my ressie for bunks if a room should become available.

Don't know if I would have switched from the Dolphin had I known this. I know it's not major, but the whole thing has left a sour taste in my mouth. Why do Disney employees seem to be so poorly trained?

 

[Alicnwondrln]

it happens. I called a couple of months ago and was told that there is a hot tub at the Poly. There isnt and I knew that but still it was sad.

 

[ccigliano]

Don't worry - the ambiance of the WL will surely make up for it if you don't get the bunk beds and yes they just made it a separate category last year. If you need seperate beds they may be able to get you an additional cot in the room.

 

[TinkerbellLuvr7]

that happened to us in May only we got our bunkbed room but specifically requested and paid for a courtyard view when we got to our room (after a hellish 2.5 hr ride with DME) only to discover we were looking at trees, the villas, and a very tiny view of the villas pool so my dad quickly called the front desk to speak with a manager who tried telling us that was a "courtyard view" and my dad got very upset with him saying we paid 380+ a nite and we're looking at trees and a building if he would want to come look for himself so the manager appologized FINALLY after 20 mins and we carried ALL our stuff back down to the front desk and was given a courtyard view of the main pool (which is what we expected to get in the first place) but my dad made it a point that if they are calling the villas pool a courtyard they need to be more specific on what their courtyards are

....sorry for the frustrations! we had requested bunk beds (before you could pick them as a category) a trip before and they told us they were sold out but could move us the follwoing day which we agreed on and they did move us but that was when they were hit and miss and u requested the day of check in...so maybe try that instead???

 

[dclfun]

Bunkbeds at both WL and AKL used to be a request...now they are a separate category and cost more than the rooms with two queens. It is a shame the CM who booked your ressie didn't know about the change ( unless your ressie was made a long time ago before the change). I'd much rather pay for what I want than to put in a request which we all know may or may not be granted so I'm glad for the new system. Sorry though to the OP for what happened.---Kathy

 

[GailT]

I never had the need for bunk beds but reading this thread has put a sour taste in my mouth. I think Disney in general is pushing everything to the limit. I though DW was suppose to be a fun place. I have gont to CA the past 2 times and stayed at the CG and I'll tell you the abiance (sp) and the CM attitudes are so so different. I am going to try DW next year only because I don't wanna sly for 5+ hrs, lets see...I know this will probably be my last trip { ya right I say that all the time} but my patience (SP) can only take so much when I am putting out my hard worked money for a nice vaction

 

[CarolMN]

I never had the need for bunk beds but reading this thread has put a sour taste in my mouth. I think Disney in general is pushing everything to the limit. ......

I think Disney is just trying to prevent "scenes" at check in. Some people just don't understand that a request is not a guarantee. (Or else they are used to getting their way if they make a big fuss).

Sounds like you have never witnessed a meltdown at check in over a room assignment. I feel sorry for the CMs who somehow still manage to keep their cool in spite of a guest's rude, vulgar and thoroughly offensive behavior.

I haven't witnessed any bad behavior at check in at the BWV since the Boardwalk view rooms were made a separate booking category.

Now that bunk beds at the WL & AKL are separate booking categories, people know up front whether or not they will receive one. I'm sure it has made the front desk CM's job at those resorts less stressful.

 

[TinkerbellLuvr7]

I think Disney is just trying to prevent "scenes" at check in. Some people just don't understand that a request is not a guarantee. (Or else they are used to getting their way if they make a big fuss).

Sounds like you have never witnessed a meltdown at check in over a room assignment. I feel sorry for the CMs who somehow still manage to keep their cool in spite of a guest's rude, vulgar and thoroughly offensive behavior.

I haven't witnessed any bad behavior at check in at the BWV since the Boardwalk view rooms were made a separate booking category.

Now that bunk beds at the WL & AKL are separate booking categories, people know up front whether or not they will receive one. I'm sure it has made the front desk CM's job at those resorts less stressful.

I think it is a great idea that they made them into their own category bc some ppl stay there bc they have a set up like that. my family for example likes them bc its not as expensive as BC or Poly and my brother and i want sep. beds so the bunk beds are great for us and mom and dad sleep in the queen. We always pay the extra for the bunkbeds so we know we will get one.

 

[EnnEss]

it happens. I called a couple of months ago and was told that there is a hot tub at the Poly. There isnt and I knew that but still it was sad.

There's no hot tub at poly! I thought every deluxe/mod had one. Good to know, that's one of the deluxes I wanted to stay off, but no monorail will make me overlook the lack of a hot tub.

 

[SpecialK]

I think Disney is just trying to prevent "scenes" at check in. Some people just don't understand that a request is not a guarantee. (Or else they are used to getting their way if they make a big fuss).

Sounds like you have never witnessed a meltdown at check in over a room assignment. I feel sorry for the CMs who somehow still manage to keep their cool in spite of a guest's rude, vulgar and thoroughly offensive behavior.

I haven't witnessed any bad behavior at check in at the BWV since the Boardwalk view rooms were made a separate booking category.

Now that bunk beds at the WL & AKL are separate booking categories, people know up front whether or not they will receive one. I'm sure it has made the front desk CM's job at those resorts less stressful.

I totally agree and I would have gladly paid for bunkbeds had I been given the correct info. If I hadn't called yesterday, I would have arrived at the WL thinking I had a bunkbed room reserved. If I was the type to have a meltdown (I'm not), the front desk clerk would certainly be in the line of fire.
Which brings me full-circle back to my original point: Disney needs to ensure that the CMs who are working in reservations are properly trained and up-to-date with their information.

 

[Mr. & Mrs. Smith]

If I hadn't called yesterday, I would have arrived at the WL thinking I had a bunkbed room reserved.

And herein lies the problem . . . you said that you "requested" bunkbeds. This means you may or may not have gotten them. Why then would you show up expecting them to be reserved for you?

I think you're right. The CM's should be better trained. But they aren't. So in order to make the trip most enjoyable for ourselves, we end up having to do the research.

 

[jlmarr]

that happened to us in May only we got our bunkbed room but specifically requested and paid for a courtyard view when we got to our room (after a hellish 2.5 hr ride with DME) only to discover we were looking at trees, the villas, and a very tiny view of the villas pool so my dad quickly called the front desk to speak with a manager who tried telling us that was a "courtyard view" and my dad got very upset with him saying we paid 380+ a nite and we're looking at trees and a building if he would want to come look for himself so the manager appologized FINALLY after 20 mins and we carried ALL our stuff back down to the front desk and was given a courtyard view of the main pool (which is what we expected to get in the first place) but my dad made it a point that if they are calling the villas pool a courtyard they need to be more specific on what their courtyards are

Exactly - that happened to us on our recent trip - paid for "courtyard view" and got a view of the villas pool - empty and under rehab. The villas pool should not count as a courtyard pool. That borders on deceptive advertising. I don't think I'd pay for a courtyard view again unless they could guarantee that it was with a view of what everyone considers to be the courtyard.

 

[SpecialK]

I said "I would like a bunkbed room" and the CM said "Okay" and continued with the reservation process. No other info given. That's why it would be reasonable for me to expect at least a chance at a bunkbed room.

I don't think that the consumer should have to pick up the slack for porrly trained employees in a corp. the size of Disney. That so many people are so accepting of less than stellar customer service is exactly why Disney gets away with it.

 

[Mr. & Mrs. Smith]

Personally, I find that the customer service and total experience of Disney is much superior to that of other companies. I really have nothing to complain about. It's not that I'm "accepting less than stellar customer service" or "letting them get away with it". I've just never had any problems.

However, I do feel that it is unreasonable for you to expect a room with bunkbeds because someone acknowledged that they heard your request for them when taking down the reservation.

It certainly would have been nice for him to mention the new way of booking them. I'm not disagreeing with you there. However, to me this is completely minor - especially considering that you were not guarenteed them in the first place.

 

[SpecialK]

Personally, I find that the customer service and total experience of Disney is much superior to that of other companies. I really have nothing to complain about. It's not that I'm "accepting less than stellar customer service" or "letting them get away with it". I've just never had any problems.

However, I do feel that it is unreasonable for you to expect a room with bunkbeds because someone acknowledged that they heard your request for them when taking down the reservation.

It certainly would have been nice for him to mention the new way of booking them. I'm not disagreeing with you there. However, to me this is completely minor - especially considering that you were not guarenteed them in the first place.

To clarify, I said I thought it was reasonable for me to expect a chance at bunkbeds based upon my conversation.

It would have been more than "nice" of him to mention the new way of booking - it would have been doing his job to clarify. And had he done this, I would have then paid for a bunkbed room and been guaranteed them in the first place. That's the point: If he had done his job correctly, I would have booked the proper category and this would all be moot.

Over and out.

 

[Mr. & Mrs. Smith]

And I'm agreeing with you that he should have told you the difference. I have no idea why he didn't. But in any case, I don't think it's as big of a deal as you do. That's all I'm trying to say.

 

[teentoddlermom]

Originally Posted by TinkerbellLuvr7 View Post
that happened to us in May only we got our bunkbed room but specifically requested and paid for a courtyard view when we got to our room (after a hellish 2.5 hr ride with DME) only to discover we were looking at trees, the villas, and a very tiny view of the villas pool so my dad quickly called the front desk to speak with a manager who tried telling us that was a "courtyard view" and my dad got very upset with him saying we paid 380+ a nite and we're looking at trees and a building if he would want to come look for himself so the manager appologized FINALLY after 20 mins and we carried ALL our stuff back down to the front desk and was given a courtyard view of the main pool (which is what we expected to get in the first place) but my dad made it a point that if they are calling the villas pool a courtyard they need to be more specific on what their courtyards are
Exactly - that happened to us on our recent trip - paid for "courtyard view" and got a view of the villas pool - empty and under rehab. The villas pool should not count as a courtyard pool. That borders on deceptive advertising. I don't think I'd pay for a courtyard view again unless they could guarantee that it was with a view of what everyone considers to be the courtyard.

Ditto here, the same thing happened to us in August. As I mentioned in other posts, this was the first time in all my Disney trips I had to complain and request that we be given the courtyard bunk bed view we paid for. They should call the villa view just that, and they would not have any complaints. The room assigner we spoke to was really not friendly, he must get this complaint a lot. I was as nice as can be but stood my ground and we finally got a great courtyard pool view.
We loved our visit to they WL, except for the initial room mix up.

 

[mountdew1]

I think that Disney needs to clarify what exactly the room categories entail, along with which rooms fit the bill. If it means updating their website to include this information, then they should. Many sports arenas show you what the view is like for a given section. If Disney showed what parts of each building fits what bill, it will help. Yes people may complain they don't have the best view, but by showing you may get any room in this section, people at least know they are taking the chance.

 

[Shorty82]

The problem is when you call reservations you might be talking to somebody not in Florida at all and who may have never been to WDW. They only know what they have been taught and what their system tells them.

 

[teentoddlermom]

The problem is when you call reservations you might be talking to somebody not in Florida at all and who may have never been to WDW. They only know what they have been taught and what their system tells them.

Agree and the booking screens should tell them that a bunk bed is a separately priced category. They should also have information about exactly what view you will get with the pricing. They should really change the room view categories at the WL to be more accurate.