Is CRO being run by the CIA???

[TigrLvsPooh]

Is anybody else totally fed up with all the dang questions you have to answer just to find out if there is any availability at the resorts??? I have just about had it!!!

Everytime I call to check on a resort I have to type in my phone #, then give my last name and zip code, then verify my home address, home phone, first name, and email address!! AND, if that wasn't enough, I got scolded by a CM today! He said, "Oh, I see you had reservations for those exact dates but then cancelled them twice. Are you just calling to hold rooms with no intentions on giving a deposit?" I ALMOST LOST MY MIND!!!!!!! Is there some RULE I don't know about that limits the amount of times you are allowed to call and check availability? Can't I change my mind about a resort and decide NOT to keep the reservation? I admit, I did have a hold on AKL two different times and then decided not to keep it, but is that not allowed? Isn't the whole point of having 14 days to give the deposit so you can think it over and change your mind if you want to?? I mean, heck, they're going to get my money eventually when I make up my mind. Am I the only person who calls over and over until they get the room they want??? I thought that was common???

Then tonight I got another great CM on the phone. She said I could "hold" a room without giving a deposit, which is totally not true because it's less than 30 days prior to arrival so a deposit is required. So then she puts me on hold FOREVER (long distance of course) so she can check it out. I mean COME ON, isn't it in the CM handbook or something... she was actually arguing with me!! OH, and then she argued with me again because I mentioned the renovations at YC and she said they weren't doing any this year (which I knew was wrong) so then she got all crappy with me saying I didn't know what I was talking about. So she put me on hold AGAIN to check it out. While on hold I called the YC front desk (on another line) and verified that they are doing renovations (by the way they said it would all be done by Nov. 6th) and when she got back on the phone she said that there are no renovations going on. So I told her she was wrong, because I just got off the phone with the front desk... which made her REALLY mad. (but I was secretly laughing because I knew she was wrong)

So anyway, enough complaining, but what is up with these nasty CM's???? I am so mad that I almost don't even want to call back EVER again.

 

[CaliforniaDreaming]

I'm thinking next time I'll be using a travel agent. I hate how they pull up the entire file before giving you rates.

 

[taylor1293]

~~~Are you just calling to hold rooms with no intentions on giving a deposit?" ~~~

THAT would have made me so angry. I would have booked just to annoy him!

LOL, I called 2 weeks ago to cancel one resort and book another(for the 3rd time), and the CM was GREAT!!! She was the friendliest I have ever encountered.

I've gotten a few very unfriendly ones too. It really takes the fun out of some of the planning .

Teresa

 

[TigrLvsPooh]

Yeah... I'm just waiting for them to ask me my blood type and how many times a day I brush my teeth.

 

[punkin]

When I get one of those CMs I politely say goodbye and call right back. 9 times out of 10 the next person I get is a sweetie and I don't waste my time, energy, or long distance on ignorant, nasty people with no manners.

 

[Luv2Roam]

CRO early this year is what made me go running to DU. And am I glad I did!
That's what DU slogan should be, "Use us and you don't have to deal with CRO again."

 

[niks81]

Erika,

Join DVC and your CRO problems are OVER!!!!!!

 

[Minybear]

Sorry TigrLvsPooh to hear what happened to you and how they treated you. That was very unprofessional of them.

I have also done the go around with CRO. Now I have DU do my cash/cruise reservations and now I am also a DVC member. No CRO for me. NEVER AGAIN.

I have heard so many horror stories about CRO it makes me sick. I am a supervisor of reservations for a luxury spa and we NEVER treat our guests like this. Next time get a TA or DU to do your reservations.

 

[peachgirl]

Get this....I had reservations using a AAA discount. I called when the AP rates came out to see if I could get a better rate. I thought this was a pretty common occurance. I asked the cm to check availability for my reservation on ap rates....he says " Um, is there a problem with the discount you're already getting"? I couldn't believe he actually said what I thought he'd said so I asked him to repeat it and yep, that's what he said! I really wanted to be sarcastic and tell him "Gee, I'm sorry. You're right, why would I want to pay less than I'm currently paying???? The ap rates are valid thru the 19th of Dec, which is the first day we'll be there. He tried to tell me that I could only get the AP rate for that first day, that the AP rate was good for reservations up to the 19th, not reservations booked by the 19th. I knew that was hogwash, but there was no point dealing with this guy. I just hung up and called back and got what I needed with no problems. I told the 2nd cm what the first one had said and happily gave her his name when she asked! This was my first encounter with a rude cm and you're right, it really puts a damper on trip planning.

 

[TigrLvsPooh]

Yeah, I think you're right. I use to really love making my own reservations, but now I'm sick of it.

Actually, I know a GREAT travel agent! (hint hint, Laura!!!)

 

[PookaJean]

I went thru the same thing last month...I called to double check on the AP's I had ordered and the CM asked all those questions and then proceeded to tell me I wasn't in their system and to give her my info so she could get me loaded in....I very politely said that yes I am in the system..I go about 4 times a year and am presently holding 2 future reservations,,,at which point she said not under that last name and zip code...to which I tried to repeat that I go 4 times a year and have reservations for future trips and SHE HUNG UP ON ME!!!
I only wish I had gotten her name!

 

[CaliforniaDreaming]

Originally posted by TigrLvsPooh
Actually, I know a GREAT travel agent! (hint hint, Laura!!!)

I was just thinking the same thing! Laura might be hearing from me when I plan my next WDW trip (I'll have to see how that first call to CRO goes - I have been making my own plans for years, and I'm not sure if I can handle having someone else do it for me!).

Lately I have been getting very nice agents at CRO, though. I had hoped that all the bad ones were gone.

 

[TigrLvsPooh]

Yeah Cali-D, I know what you mean... it's a "power" thing. I just like to be in total control. I also like to check back frequently to see if other options open up. Just over the last 2 days availability has changed so much it's incredible!

 

[Trekker]

There is nothing that excuses rude CMs.

But as far as the questions that the CMs ask you when you call in are concerned, they do not have a choice in the matter, these are the requirements that have been placed on them by thier bosses.

I'm sure they get tired of having to constantly explain to people that they must ask these questions in order to get into the system. I'm sure they are tired of how many people get upset about this and treat them rudely. There are two sides to every story.

 

[gepetto]

Originally posted by Trekker


I'm sure they get tired of having to constantly explain to people that they must ask these questions in order to get into the system. I'm sure they are tired of how many people get upset about this and treat them rudely. There are two sides to every story.

I don't mind giving out the info. They ask for my zip code and last name and they pull up my history. It makes the reservation process faster, IMO.

As for knowing about the YC renovations, the agents only know the information that Disney puts on their computer screens.

 

[TigrLvsPooh]

Trekker - Just so you know, I have never complained to a CM or acted rudely when they ask for my information. I politely tell them what they ask everytime that I call. I'm only complaining here because I thought others would feel the same way I do.

As far as the CM not knowing about the renovations, that doesn't bother me at all. I don't expect every CM to know what is going on at WDW like we do here at the DIS. However, I don't expect to be argued with and to be told that I don't know what I'm talking about. I mean she was going on and on for several minutes about how there was no possible way YC could be making any renovations without her knowledge. I told her that good friends of mine had stayed at YC recently and she told me that my friends were wrong. I think that is rude. Even after I proved to her I was telling the truth by calling YC myself, she didn't agree with me or apologize for basically calling me a liar.

I was a waitress in college, and I also worked in retail for a few years. The customer is always right and deserves the utmost respect at all times. In my opinion Disney has a bunch of CM's (not all) who answer the phones at CRO who don't give a crap about their job or giving correct information. Maybe they aren't being paid enough? Or maybe Disney is so swamped with calls that they don't have time to properly train some of these people? Whatever the reason it's inexcusable and it has basically ruined the whole planning process of my vacation. (that I usually enjoy) If it wasn't for my kids I'd probably just spend our last four nights at Universal.

 

[montessori]

I always enjoyed planning our Disney vacations too. Although I never had a problem with the CM's at Disney, I decided to try Dreams Unlimited. I think their service is great and it saves on long distance phone charges!

I highly recommend Dreams Unlimited.

 

[erikthewise]

If it's any consolation, I've heard rumors (perhaps that's all they are) that CRO will be phased out and WDTC will the only phone-in option. Then not only will they ask for your mother's maiden name and location of birthmarks, but they will try to sell you a package with a 30 day advance cancellation policy!

I used Laura this year too, though only for the couple days we won't be at DVC. She was wonderful even though I was a less-than-ideal customer. I wish I could have generated more commission for her...

 

[Mackey Mouse]

After reading this.. I am thinking Travel Agent....I recently used one myself to do airlines for me....she did just as well as I did on the Internet...so why aggravate yourself dealing with people who seem unhappy in their jobs...JMO

 

[Trekker]

Erika

My comments were not directed at anyone in particular. If you saw yourself in my comments, that was not my intention.

But with the thousands of calls they handle, they DO get treated rudely - for all we know the last person they talked to before you, read them the riot act.

I'm sure the CMs do not enjoy having to constantly ask these "personal" questions - but they are forced to. I say give them a break - they are in a very high paced, high stress job and it has to get to them.

Also recall - I said there is no excuse for a CM to be rude, but there are in many cases circumstances we are unaware of.

JMHO!