Interesting Experience w/ ADR Change Issue

[Moliphino]

My experience has been similar. We were in Disney prior to Hurricane Matthew’s arrival and left 2 days early to avoid it. Our last day we went to MK until the pre announced early closure which was 2pm due to the arriving storm. So we had one more day left on our tickets when we left. Upon getting home I called Disney to see about getting a credit for the day the park was closed and they immediately took care of it and gave us a full day credit for the half day we already used as well.

But in that case there was a valid reason outside of your control. The OP just decided they wanted to eat somewhere else at the last minute, which is one of the exact situations Disney implemented the no-show fee for.

 

[Mle8308]

Using the word "petty" to describe a reasonable policy implies that the OP feels the policy is beneath them.

And I'm guessing the first CM flagged the account, so when the second CM got a call mere minutes later, it had already been labeled as a "problem guest." People love to post about how if you don't like the answer the first CM gives you, hang up and keep calling back until you get what you want. But Disney tracks EVERY CALL. They know who you are. And they will label you internally as a difficult guest. Eventually, the favors will stop.

I worked in customer service long enough to know what goes on behind the scenes.

Yes, yes they do. We used to add the "PG" code to reservations in a notes section only CM's could see. A flag to check comments would pop up so other CM's would be aware whenever the guests information was accessed. This was over 15 years ago, but I'm sure something similar still happens!

 

[Mackenzie Click-Mickelson]

But in that case there was a valid reason outside of your control. The OP just decided they wanted to eat somewhere else at the last minute, which is one of the exact situations Disney implemented the no-show fee for.

Agree, a hurricane (for which Disney has a hurricane policy) isn't comparable here at all.

We were there during Irma, we know the differences in how Disney operates before, during and after a hurricane

 

[HopperFan]

Yes, yes they do. We used to add the "PG" code to reservations in a notes section only CM's could see. A flag to check comments would pop up so other CM's would be aware whenever the guests information was accessed. This was over 15 years ago, but I'm sure something similar still happens!

I heard once it was nicknamed Guest "Magical File" or something similar.

I used to tease DH that the cable company had a big red mark on our file so when he called they were prepared.

 

[DLgal]

Yes, yes they do. We used to add the "PG" code to reservations in a notes section only CM's could see. A flag to check comments would pop up so other CM's would be aware whenever the guests information was accessed. This was over 15 years ago, but I'm sure something similar still happens!

Literally every company that keeps customer records/accounts on a computer does this. Thank you for confirming what I already knew to be true! Some folks really think Disney customer service is different...they are the same as everyone else.

 

[Mle8308]

Literally every company that keeps customer records/accounts on a computer does this. Thank you for confirming what I already knew to be true! Some folks really think Disney customer service is different...they are the same as everyone else.

Confirmed! Now I am no longer a CM, but I do know it still exists. Disney wants it's CM's to be prepared when dealing with such a guest.

 

[DLgal]

We have no idea if any of this happened.

I'd be willing to bet money that it did.

 

[The Iron Giant]

But in that case there was a valid reason outside of your control. The OP just decided they wanted to eat somewhere else at the last minute, which is one of the exact situations Disney implemented the no-show fee for.

I wasn’t comparing the hurricane to changing an ADR. I was responding to someone who had a good experience with Disney crediting them for ending a reservation early when they were sick.

 

[HopperFan]

Confirmed! Now I am no longer a CM, but I do know it still exists. Disney wants it's CM's to be prepared when dealing with such a guest.

I remember years ago a guest & family got trespassed and "evicted" from hotel room for some inappropriate thing he said to CM. He was all worked up that it was a joke and sorry and trespass is a bit extreme blah blah blah. I seem to remember as time when on with his being up in arms that it was said by "some one in the know" that this family had a "magical file" and this was literally the last straw. So it was more than just this instance that finally got them trespassed. I imagine lots of companies have lists - I heard stores that ask for your ID on returns are actually tracking your returns looking for abuse or fraud.

 

[The Iron Giant]

I’m doubting that someone asking if they can move an ADR with less than two hours notice is making the top 1,000 list of bad guest behavior on any given day at Disney.

 

[HopperFan]

I’m doubting that someone asking if they can move an ADR with less than two hours notice is making the top 1,000 list of bad guest behavior on any given day at Disney.

I don't think anyone is suggesting that, or that a human would make any kind of notation about it.

BUT the system definitely is capable of tracking your stays, your park days, your spending, your ADRs and everything else you do that is part of the MDE system including asking for fees to be waived. My DS has been given cards and other souvenirs at restaurants printed with or a verbal comment ... "thank you for returning to see us" or "welcome home" ........... I had told them absolutely nothing. This came from our computer file. So say a person asks for fees to be waived, the computer likely knows that and say they have done it repeatedly. I could see the file on the screen giving a nod to the CM on any previous issues that were incurred, which could impact the response. Again, not saying this is a high priority but the computer likely remembers the override.

 

[The Iron Giant]

I don't think anyone is suggesting that, or that a human would make any kind of notation about it.

BUT the system definitely is capable of tracking your stays, your park days, your spending, your ADRs and everything else you do that is part of the MDE system including asking for fees to be waived. My DS has been given cards and other souvenirs at restaurants printed with or a verbal comment ... "thank you for returning to see us" or "welcome home" ........... I had told them absolutely nothing. This came from our computer file. So say a person asks for fees to be waived, the computer likely knows that and say they have done it repeatedly. I could see the file on the screen giving a nod to the CM on any previous issues that were incurred, which could impact the response. Again, not saying this is a high priority but the computer likely remembers the override.

Nowhere in the OP’s post did she suggest that this was anything other than a one time situation. We should save the torches and pitch forks for people that regularly abuse the system. Not someone who asked for a one time adjustment of the policy. Good grief.

 

[Mackenzie Click-Mickelson]

Nowhere in the OP’s post did she suggest that this was anything other than a one time situation. We should save the torches and pitch forks for people that regularly abuse the system. Not someone who asked for a one time adjustment of the policy. Good grief.

Collectively if enough people do ask for exceptions they will be counted towards those that regularly abuse the systems. Doesn't matter if you I or some random stranger on the internet says "but I only did it once in all our Disney trips" if enough people hang up and call back until someone gives them what they want it tends to have the result of forcing a company's hand. There's way too many examples of this but return policies are one of the most common instances where a more generous policy or a loose adherence to a policy can eventually get removed.

You seem to have a beef with other types of behaviors, you can create a thread about those if you want, I'm sure you'll get lots of discussion on that.

 

[The Iron Giant]

Collectively if enough people do ask for exceptions they will be counted towards those that regularly abuse the systems. Doesn't matter if you I or some random stranger on the internet says "but I only did it once in all our Disney trips" if enough people hang up and call back until someone gives them what they want it tends to have the result of forcing a company's hand. There's way too many examples of this but return policies are one of the most common instances where a more generous policy or a loose adherence to a policy can eventually get removed.

You seem to have a beef with other types of behaviors, you can create a thread about those if you want, I'm sure you'll get lots of discussion on that.

If Disney accommodated one reasonable request for every guest the result would not be a total breakdown of life as we know it. The result would be millions of loyal and satisfied customers.

 

[Mackenzie Click-Mickelson]

If Disney accommodated one reasonable request for every guest the result would not be a total breakdown of life as we know it. The result would be millions of loyal and satisfied customers.

This is Disney we're talking about ain't nothing a breakdown in life

I don't know about you but have you met Disney park goers?? There is rarely a decision Disney makes that makes people loyal and satisfied. They are fickle and heaven's to betsy you change the size of a stroller and there's a revolt

At the end of the day Disney is far more practical than you think, they made a decision to change their policy from 24 hours (which already had cancellation fees) to 2 hours (still with cancellation fees) and people still aren't happy because gaining an extra 22 hours to make a decision is just awful I tell you!

***seriously though Disney has an incredibly strong pull on people, and if someone tells you that they are done with Disney never going back because of a $10 per person fee to change (which has been existing for years) or cancel an ADR within 2 hours of the timeframe I'm not sure how loyal OR capable of satisfaction that customer was. It doesn't mean that Disney doesn't need to put policies in place for a reason.

 

[Moliphino]

If Disney accommodated one reasonable request for every guest the result would not be a total breakdown of life as we know it. The result would be millions of loyal and satisfied customers.

But is "I found something better" really a good enough reason to waive the fee? I don't think it is. Now things like a ride/bus/monorail breaking down, sudden illness, or other things like that which are out of your control I can see it being reasonable for Disney to waive the fee.

 

[HopperFan]

Nowhere in the OP’s post did she suggest that this was anything other than a one time situation. We should save the torches and pitch forks for people that regularly abuse the system. Not someone who asked for a one time adjustment of the policy. Good grief.

What are you talking about? I did not imply at all that I was even talking about the OP specifically - I think at this point in the conversation we are all talking about different possibilities of actions regarding Disney policies and this one started with a request to waive dining policy (that is clearly written for all to read) that guest agreed to in advance.

Then the conversation came up about Disney keeping tracking of guests actions (verified by a former and informed CM) and there has been follow up conversation. ALL I was saying is that the Disney computer system does track every action we take, every adjustment that is made on our behalf and just about all we do when on Disney property. ALL OF US, not just OP. Just like other commercial businesses, they track our actions.

I'm not sure where you are seeing torches and pitch forks, I missed that. And honestly we know nothing of the OP, of their past interactions with Disney or even how the conversation actually went - nor do I care. What I do care about is when there is a clear Disney policy - I don't think it should be waived.

If Disney accommodated one reasonable request for every guest the result would not be a total breakdown of life as we know it. The result would be millions of loyal and satisfied customers.

Life as we know it .................

What is a reasonable request? If we are talking about the OP then is it reasonable to ask Chef Mickey's management to take a $400+ dollar hit to their daily income (maybe times 5 families) AND give up the $10 per head deposit that said guest agreed to when they booked? I don't think that is reasonable when they likely won't get that money replaced given the short notice and location.

But is "I found something better" really a good enough reason to waive the fee? I don't think it is. Now things like a ride/bus/monorail breaking down, sudden illness, or other things like that which are out of your control I can see it being reasonable for Disney to waive the fee.

I agree with you but bottom line is people will just lie.

 

[GoingSince1990]

In my experience you always catch more flies with honey than vinegar with Disney CMs. On our last trip it started pouring with rain and we decided to switch our dinner plans from Jungle Cruise Skipper to Chef Mickey’s at the last minute. I called to cancel Jungle Cruise and the CM said we would probably be charged the fee as it was less than 2 hours. I said yes, I understood the rule that we had to pay, and said I was cancelling so other people in the park could use our spot instead of it going to waste. Then she immediately told me the fee was waived.

 

[HopperFan]

In my experience you always catch more flies with honey than vinegar with Disney CMs. On our last trip it started pouring with rain and we decided to switch our dinner plans from Jungle Cruise Skipper to Chef Mickey’s at the last minute. I called to cancel Jungle Cruise and the CM said we would probably be charged the fee as it was less than 2 hours. I said yes, I understood the rule that we had to pay, and said I was cancelling so other people in the park could use our spot instead of it going to waste. Then she immediately told me the fee was waived.

I saw someone else answer a question about how to get Pixie Dust with ............ it's something you get without asking for it. And in your case that Jungle Cruise would be much easier to fill quickly, especially with rain chasing guests inside.

 

[Mle8308]

I remember years ago a guest & family got trespassed and "evicted" from hotel room for some inappropriate thing he said to CM. He was all worked up that it was a joke and sorry and trespass is a bit extreme blah blah blah. I seem to remember as time when on with his being up in arms that it was said by "some one in the know" that this family had a "magical file" and this was literally the last straw. So it was more than just this instance that finally got them trespassed. I imagine lots of companies have lists - I heard stores that ask for your ID on returns are actually tracking your returns looking for abuse or fraud.

Target does it and so do a lot of other retailers. A co-worker had her QVC account cut off because she returned too much. So she opened an account under her husbands name and used a different credit card!