Is there a Number for Upper Management?

[jojosmom]

not sure if this is the correct thread..We leave for Disney in 12 days However, the CM had made my reservations made a MAJOR mistake in not including my dd8 on my reservation. I previously posted about this. Anyway after being treated extremely rude my someone in Guest Communications he referred me to an e-mail address. I sent my e-mail Tuesday and have not head anything from anyone.
Well, in carefuly reviewing my reservations again it appears that the CM made another mistake by not including Water Parks and Plus on my tickets (Yes, I asked him repeatedly if it was included!). I just sent another e-mail to Guest Communications asking for a reply to my first e-mail and explaining my second concern about the water parks.

My question is, is there a phone number for Guest Communiations or SOMEONE that I should be speaking to? I am beginning to think UnDisney thoughts about going to Disney.

 

[thelionqueen]

You would have a better chance of hitting an iceberg @ Magic Kingdom .
Honestly, I tried for 7 days to get a phone number of upper management with no luck.

I finally talked to the General Front Desk Manager (after calling constantly for 7 days) who would not give anything but an address and an email. I told him that now that I have his name, I will call his front desk every 10 minutes until I got someone who could help me. He took my name and someone actually did call me 10 minutes later (coincidence?) and was VERY nice and took care of my problem completely.

Mind you, I am a very stubborn person, and my situation was appalling, so my determination did not (and would not have) waiver. If you can try to talk to a supervisor, that would be your best bet.

 

[SnackyStacky]

Do you have a printed confirmation stating that you had what you thought you had?

If you've got that, you've got no need for upper management. Just call and tell them they need to honor what they said you had.

If not - a management number is very difficult to find.

 

[jojosmom]

If you wouldn't mind, how long before your trip did your problem present itself? Did Disney "come through with Disney Magic"? I am not really expecting anything but disrespect at this point. Thank you..

ETA: I do not have printed conformtation. That's the problem. On the telephone the CM told me that I had 2 adult and 2 child tickets, including water parks and dining, hotel for 6 nights. I questioned him 3 times because the price was much lower that I expected. He confirmed everything (with the exception of naming the people in my reservation). When I went on-line to view my reservation is when I noticed it did not include my dd8, but he apparently considered my 1 yr ds as a child (although I was not charged for him). ALso, it appears that I do not have the water parks, even through I was verbally told that I did.

 

[msmayor]

How did you learn there was a mistake? When final documents came through?

What does your printed confirmation say? That should have all the information about what was reserved at the time of booking, deposit and final payment. If your 8-yr old isn't listed on the original confirmation, nor the Plus features, then you probably never paid for them. Mistake? Sure, but not one that can be fully laid at Disney's doorstep.

In any event, it shouldn't be difficult to get things corrected. Adding an 8-year old to a reservation shouldn't change the price of the room, and if a theme park tickets were never paid for originally then adding that to the reservation shouldn't be an issue either. Same thing with the Plus features, although I think you're there during the period that upgrade is being given for free on select packages; you could check on just having that added.

I don't think its so tragic that it requires a phone call to upper management. It sounds more like a miscommunication that wasn't properly followed up on when initial reservation documents came through, or a glitch when the final documents were prepared. In any event, if you have a confirmation that lists all the things you wanted and expected, dealing with a supervisor and perhaps faxing a copy of your original confirmation should help get things straightened out.

Good luck.

 

[jojosmom]

My problem is that I was VERBALLY TOLD that I was getting these things, but when I viewed my on-line reservation they were not there. I specifically asked the CM at least three times if everything I listed was included and he assured me it was. When I called Guest Relations the EXTREMELY RUDE CM there told me that "people make mistakes" and "I should be stop trying to get something for nothing". I am NOT trying to get something for nothing. If DIsney would have TOLD ME that they did not include my dd8 or the plus options I would not have booked the package. The way that I was spoken to by Guest Relations does require a call to upper management. That CM needs to be re-trained in customer service.

 

[Karibeth19]

I know that I've read quite a few posts here on the Dis from people who said that their reservations were incorrect online. However, when they called, the CM's told them everything was the way it was supposed to be. There have been a lot of mistakes online, and, as other posters have found out, just because it isn't on the online site, doesn't mean it's not on CRO's computers. The online site is not always reliable.

I'm so sorry the CM was rude; there is no excuse for that. I would call back, try to get a more friendly CM and explain the situation. I would also request a written confirmation to make sure your DD and the Plus features are included, so you have some proof in hand, just in case there is a problem at check-in.

 

[thelionqueen]

I agree totally with PP. I looked online for a ressie and it was completely different from what I actually booked.

Call CS again, you will likely get another CM who is helpful. If you get one that is not, call again. I have found that about 90% of all CM's are wonderful, but that 10% can kill the "Disney Spirit" in a second.

BTW, I called Dining and got 3 EXTREMELY rude people in a row. Called the next day and got a guy who was AMAZING and helpful and fixed everything I wanted.

Don't give up, call again until you feel satisfied that you got what you're expecting.

 

[wdwgoofeeee]

All e-mails to Guest Relations do get answered.....but it takes several weeks because of the volume of e-mails they receive. After the initial e-mail back confirming receipt, your e-mail is then forwarded to the proper area for a specific response. Two times over the past several years we have received phone calls from the WDW Executive Offices regarding my e-mails. Bottom line is they take all e-mails and regular mail seriously.......but it does take time to get an answer.
I am not familiar with the online reservations, but in the past we have always recevied a mailed confirmation from WDW with all the details.
Did you get a specific breakdown showing the itemeized costs for everything?
The only advice I can give is to call your resort directly and ask them to look up your reservation and go over the details.

 

[DisneyGeek2000]

On the telephone the CM told me that I had 2 adult and 2 child tickets, including water parks and dining, hotel for 6 nights. I questioned him 3 times because the price was much lower that I expected.

The fact that the price was much lower than you expected should have raised a red flag. If it was that drastic of a difference, I would have called back to talk to another CM before booking, after pricing it myself on disneyworld.com, this way I would have been able to say "why are you hundreds of dollars less than what disneyworld.com told me??"

I am NOT trying to get something for nothing. If Disney would have TOLD ME that they did not include my dd8 or the plus options I would not have booked the package.

As I see it, you have a choice to make: either pay the difference, or cancel your trip.

Michael

 

[TheresaNY]

Lucretia at WDW Executive Offices really helped me fix a nightmare reservation this past summer. Call her !!
1-407-828-5662
If you get her machine, leave a message and she will definitely call back. She is extremely pleasant and helpful and does NOT just try to shut you up and take your money !!
Good luck !! Hope she can help you.
WDW Executive Offices
POB 10040
Lake Buena Vista, FL
32830
(just in case you need the address too

 

[tom401]

Write the letter - when you check in ask to see the hotel manager - give him the letter (include the resort manager as a CC on the letter). The water park thing is not a big deal - I think you can add it at check in.

 

[seashoreCM]

After you get there, ask for a refund of phone calls and any price differences that might have occurred because you added water park fun or other things at the resort rather than in advance and double that as compensation for rudeness. (If you didn't calculate all that, you could name some reasonable amount of compensation.)

Disney hints:
http://members.aol.com/ajaynejr/disney.htm

 

[noladave]

Sometimes, I just think it's mass chaos at the reservation center. When we booked our trip for next month (several months ago), they pulled up our "information", that showed DH, DW, DS, and DD. Great - so then my DW goes through the whole reservation thing, and asks for the discount (I forgot the code), and they told her how much, and we were all happy.

Reservations come in, and it doesn't have the discount, and I no longer exist on the reservation!

It was resolved with 1 call to the reservation number - both the discount and myself were added to the reservation.

Honestly, it wasn't the big of a deal - with thousands of phone calls a day - think about that, thousands of phone calls, they are bound to make some mistakes.

 

[srfrgrl07]

Unfortunately for you, a the verbal statement you received is not binding. As mentioned, the fact that the price was lower than you expected was the first sign that your reservation was not booked for what you asked for.

As far as the Guest Services person you spoke to...if you send the email regarding your experience it will be researched and addressed. Please don't take offense, but it seems as though you were expecting them to not charge you the difference based on the quote you were given over the phone and when that was not the response you received (instead being told you can't get something for nothing) you perceived it as being rude. Don't get me wrong; I was not privy to the conversation and I'm sure the tone of voice had a lot to do with it. So if you feel that the CM was rude based on word choice and tone, by all means send that email.

I understand that it is frustrating to expect one thing and get less than that with regards to the vacation after expecting a higher price and being excited when it was lower, it's kinda like being on a rollercoaster ride of emotions. But they are not asking you to pay more for what you are asking for than they would anyone else. I think in this case acknowledgement from Disney that there was a miscommunication and an assurance that this will be discussed with both the agent who booked the reservation and the Guest Service agent you spoke with should be an acceptable solution. As well as the understanding that you were not trying to get "something for nothing" as that is probably, I imagine, what has upset you the most in this whole situation.

 

[Goofy4Disney]

jojosmom, I'd call back tomorrow and speak to someone new. Once you give them your confirmation #, tell them your final price seemed awfully low and then ask them to tell you what they see reserved for you BEFORE you mention what you are supposed to have. You might see that they do in fact have your water parks, etc. But I'd do this first before speaking to anyone in upper management. If it is in fact wrong, then you can blast off about the incorrectness and rudeness of the CM you were dealing with. However, unless you got his name, there really won't be much they can do as far as reprimanding him.

 

[srfrgrl07]

They should be able to determine who she talked to with/without names as long as that person's user ID is stamped on the reservation...they can also research call dates/times to see who received her call...that is why it takes more than 4 days to reply to a guest email.