Is CRO trying to drive people crazy or what?

[goofieslonglostsis]

Boy oh boy, does Disney have a bad computer system or what!?

Two weeks ago, I added 2 nights to our reservation for dec 2008. I could add them at the same discounted AAA-rate, so far so good. Somehow with this reservation 9 out of 10 email conformations never end up in my mailbox (nor in my spam etc. Never happened before with other reservations.......) so every time I make a change, I'll ask for a hard copy.

Today that hard copy came and it made me go big time. There were 'some' changes in there;

- they bumped 2 of the 3 people of the reservation
- they gave me a new confirmation number
- they changed the room category
- they changed my address to a fawlty one
- the AAA wasn't mentioned (they out the code with which type of rate you got, where you'll be staying etc. on the left top of the reservation), nor did they even put any night rate, total or anything on there, leaving me guessing at what they've done to my rates and total.

If that wasn't enough, the CM was able to tell me; 'the total was $1962.74. You payed $150,98 and $400,- on that, so the amount left due is $1562.74'

OK, my math isn't allways perfect, but a computer that shows me having payed over $550,- on a total of $1962.74 and stating the remaining balance is $1562.74 ???

Disneys reaction? 'Oh, ah computer error, your right, you don't own us over $1500,- but less. Yeah, no, a lot of the details on the last hard copy was wrong, but the computer decided to show us the right info, so you're fine, don't worry'. Yeah, right, with a computer that can't even do second grade math?

You bet ya that I'll be waiting for that new hard copy and checking every little detail on there untill I get one where everything is on correctly.

 

[DeterminedOne]

Good idea to check and double check. I've read several horror stories about CRO lately and personally have had bad experiences in the past. One thing that really annoyed me is they could never get my address right. Every time I called in they would argue with me about where I live, my phone number, whether or not I had a reservation - stuff like that. Good luck.

 

[DisneyDadNY]

Sounds like they have Stitch working on their computer systems again! When I booked my last trip I received a copy of my confirmation via email once every 15 minutes for about a day and a half!

 

[Tink415]

Yes, Disney has a horrible computer system and/or lots of people entering data that can't spell correctly, hit the right buttons, etc. I don't get why its so complicated. You have to give sooo much info to book a room. Getting a confirmation with correct info is difficult, the confirmations leave out info - they should show everything. It sure is aggravating!!! And I really hate when they say 'we see everything correctly'..WELL, why are you sending me a confirmation full of errors then?? Names & addresses wrong, money wrong, etc. I really dislike the people I don't know they try to add to my party when I make a ressie - get these people out of my file once and for all and stop wasting my time! Booking a vacation should be a pleasant experience!

I reserved 2 AP rooms that came with a dining card earilier this month, and I told my Dad to be sure to ask about the Dining card before leaving check-in as I was pretty sure he wouldn't get it otherwise (I had handwritten the code used for the Dining card on his copy of the confirmation since it wasn't there). Sure enough, he had to ask. When I checked in my room a few days later, *I forgot to ask* and had to go stand in a long line again the next day to get the card. To be fair, we were placed in rooms close together even tho we didn't make any requests and checked in a few days apart so that was a big

A great experience while on vacation makes-up for the horrible booking process somewhat, but I do remember when the whole process was magical.

 

[goofieslonglostsis]

You've said it, Tink. It's amazing how much difference there is between all of the things that keep going wrong now (this hardly was the first thing wrong with this ressie) compared to the way CRO dealt with it for my last trip (summer 2007). Most CM's are very friendly and all, but that computer system is going to make somebody go insane soon if this doesn't change.

 

[Native NYer]

I had trouble with CRO in October. They kept telling me that a copy of my reservation confirmation was being emailed to me. I never got them. I gave them three different email addresses and it never worked. After about a week, I received about 15 different confirmations! Technology doesn't always work! I definitely check and recheck my reservations for human and computer errors.

 

[Fast Pass]

I like it when CRO screws up!Last month we received our confirmation for our upcoming trip in november 2008! The letter said we were all paid in full and everything! The problem? We didn't schedule a vacation in November and our last name wasn't Martinez!

 

[vellamint]

I didnt even know I was supposed to get an email confirmation!

 

[G8r4evr]

I had trouble with CRO in October. They kept telling me that a copy of my reservation confirmation was being emailed to me. I never got them. I gave them three different email addresses and it never worked. After about a week, I received about 15 different confirmations! Technology doesn't always work! I definitely check and recheck my reservations for human and computer errors.

I experienced the exact same issue in May. I am often amazed that Disney continues to get by with such a poor system.

 

[fla4fun]

I didnt even know I was supposed to get an email confirmation!

If they have your email address, you will typically only get an email confirmation - you would have to make a special request to have one mailed. Obviously, if you haven't given them your email address, you'll just get the snail mail one.

When everything is working right, I usually get my email confirmation within an hour of making the reservation. The last time I made one, it was the fall AP rates, and their computer crashed. It took me about 12 hours to get that email confirmation (and then they sent it twice!).

 

[chickenskin]

We booked a bounce back promo. a few weeks ago for next Sept., the res. cm was so bad and it took over an hour of our last full day at WL sitting in our room to get it done. At her recommendation she linked our res. to our AAA TA to get certain benefits etc., we didn't ask, she asked us. Two weeks go by and no confirmation except the $200 dep. on our cr. cd., so I email our AAA TA to check into it and give her our conf. #, she tells me that Disney won't let her access the res. nor give her any details. So I call CRO and tell the cm the story, she tells me that the res. is in front of her but can't discuss it because it's a AAA res., I tell her that my TA is being denied access to it, at which point the cm gets really snotty and barks that the res. was made through AAA. Now I'm starting to boil, I tell her that it was not made through AAA but through a cm while we were at WL, and that I knew it would be screwed up because she had no clue what she was doing. She then barks back at me "why was this res. linked to AAA anyway"? Well now I'm going into orbit, I tell her that the DISNEY res. cm suggested we do that, we did not request it. "Well sir, as much as I'd like to discuss this res. with you, I can't you have to talk to AAA". I ask her that if my TA can't access it and CRO can't discuss it, this res. is floating out in limbo. I immediately thank her an hang up. I now call my AAA TA back, who by the way is excellent and has booked many Disney trips without a single issue, so I tell her the story and she calls Disney directly. She calls me back just exhausted from the one hour battle she had with Disney, what had happened was the original CRO cm linked the res. to a generic AAA agent number in Charlotte, she just picked one from the Carolinas where we live, but put our AAA TA's name on it, so when she went into her AAA system it wasn't recognizing her TA number. The kicker is Disney wouldn't let her switch the res. to her number even though it had her full name on it. She finally got someone to change the number so now we can go through her for any changes etc. My TA said that had we not discovered this, it would've been a mess when we went to make final payment as our res. was just sitting in their system but not attached to any specific TA. Please be careful with Disney CRO.

 

[dclfun]

Yikes...and I thought I had trouble! I always allot one hour to any phone call I have to make to CRO. If I make a ressie online, they'll tell me they don't have my phone # and can't find it even though I had to put in my phone # to book it online. I was also one hour on the phone last Sept. booking bounceback as I phoned from my resort room and despite my having my current confirmation in hand, no one could verify that I WAS at the resort. Finally they found it but it took the CM a long struggle which I'm sure was not his fault. Last fall I booked a package online that gave me confirmation of the dining plan, a 5 day hopper, and 3 nights at ASMusic. When I called to pay in full I was told the dining plan was not on the ressie and a supervisor argued that only they could see the correct information. That would be fine except I had my confirmation printed from my computer that showed that I DID have dining for the price I paid. They refused to honor it saying it was a problem with my computer,...although how could my home personal computer come up with a rate on it's own? I did get my money back but if I'd checked into the resort expecting to have the dining plan and then no way to add it, plus being told I owed more, I'd have gone ballistic in the lobby. Meanwhile they lost a sale. Hopefully things will improve- seems like they're doing another upgrade ( sigh).---Kathy

 

[Disney845]

Glad to know I am not the only one. I booked the bounceback dining program when we were at CSR last September and did not get an email confirmation. I waited several weeks thinking I was maybe going to get something in the mail. I can see the ressie online on disney's website, but of course it says nothing about the free dining, so I was concerned. I finally called CRO and they assured me they sent an email...but would send another one that should arrive in 3 hours. That was 2 months ago I gave up on receiving the email. I know they have my correct email, b/c I receive other emails, and the CRO agent repeated it to me correctly. I received a "can't wait to see you next September" packet in the mail yesterday for our "package." Just a little letter saying they were excited we would be returning with a few hints and suggestions about or resort/etc.

 

[goofieslonglostsis]

All I can say is; unbelievable!

Come on, Disney!? Get your stuff in order, allready. How hard could it be to at least get the e-mailing to work, to have confirmations showing the same info as the computer and the website to show the same? It's not like we're asking for a big bunch of pixiedust, just some proper and correct info.

Disney845, I've got the same problem with never getting an email. (the site isn't showing my ressie either, irritating to have to keep calling internationally each time we want to make a payment) Every time I ask for a hard copy by mail, which does get to my home each time. Maybe that's the way to go for you also?