Just got distrubing info.re BRP and AP...

[Sammie]

No reason to apologize. Just a bit confused.

I explained what happened because I thought it might be of interest to other posters. There are a lot of AP holders who are getting different answers from different CM's about the new policy. I was simply sharing my experience with the situation with others. It seems right to me that if I was able to book without having the AP yet, I should pass the information on to others who could benefit from this information.

This is a huge concern with upper management that the CMs on the Front Desk, the phones at Reservations, etc can't seem to keep policy straight. It confuses the guest and makes their job much harder by having to listen to complaints.

While you are allowed to, someone else will call and won't be allowed to. It is all very frustrating.

 

[A Mickeyfan]

FYI- I just verified with a CM that active AP's and also AP vouchers are acceptable at check-in. Just a voucher number, however, is not. So don't lose your vouchers before check-in because you will have to go to a Guest Relations location to have the the AP issued.

As far as getting the CM's on the same page...I agree that it should be excpected, but with 55,000 people it is not always possible to ensure that everyone has the same information. Much like not everyone here on the board is always correct. If you encounter a CM that declines this policy, politely ask for them to double check either with another reservation agent/guest services/front desk/manager cast member. While they may not be willing to admit they were wrong, at least you have the issue resolved. Teamwork and partnering are the name of the game, and sometimes "re-educating" is necessary when things change so often.

It isn't as hard as it sounds if the correct info was accessible from all computers throughout Disney. All they would have to do is punch in info requested & then it shows on the screen. How hard can it be to have the system with the same ressie requirements.. one can book without an ap, one cannot Disney is a mulit-million dollar company, they have the abiltiy... they just do not do it (cut backs maybe ). It isn't even a matter of retraining, with technology today, it can all be in the computer system & read the same to everyone. Disney just doesn't want to do it. that is just my opionion....

 

[boomhauer]

This is a huge concern with upper management that the CMs on the Front Desk, the phones at Reservations, etc can't seem to keep policy straight. It confuses the guest and makes their job much harder by having to listen to complaints.

While you are allowed to, someone else will call and won't be allowed to. It is all very frustrating.

Absolutely.

I in fact talked to 3 different people before I got someone that would do it for me. It's sad, but I know how messed up Disney is on policy and knew eventually somoene would book it for me.

 

[srfrgrl07]

It isn't as hard as it sounds if the correct info was accessible from all computers throughout Disney. All they would have to do is punch in info requested & then it shows on the screen. How hard can it be to have the system with the same ressie requirements.. one can book without an ap, one cannot Disney is a mulit-million dollar company, they have the abiltiy... they just do not do it (cut backs maybe ). It isn't even a matter of retraining, with technology today, it can all be in the computer system & read the same to everyone. Disney just doesn't want to do it. that is just my opionion....

It's not as easy as it sounds, either. Diseny has one system for reservations, a different one for tracking tickets, yet another system for dining, etc. The cast members at check in are currently using an all together different system than the one you booked the reservation in.

I know it seems as though a multi-million dollar company should be able to allow access to every system for everyone, and I think they're heading in that direction. But to develop something that can hold that much data is not an easy task. Not to mention the licensing fees associated with installing the same software on all computers company wide.

Think of it like Microsoft Office Suite. You have one program for word processing (Word,) one for email communications (Outlook,) one for data collection (Access,) one for spreadsheets (Excel,) and another for presentations (Powerpoint.) They can import data from one to the other, but it still requires that you open each program to edit and import/export info to another.

Maybe they are cutting budgets to compensate for other departments. Maybe they have to in order to continue offering attractive discounts for guests. On the other hand, I really don't see why it's so difficult to present an active AP or voucher at check in. Doesn't require any type of technology to do that, just honesty on the part of the guest. And consistency on the part of the cast members. Unfortunately, just like not every CM is as knowledgable about WDW as the next, not every guest is as honest as the next.

*Discalimer: That comment was not directed at anyone in particular here, it's simply an observation that I've made and also the reason so many people believe they are getting more restrictive with the AP discounts.

 

[skiwee1]

I just went back thru and read what Boonhauer has said, nowhere in the in the post does it mention if she has a voucher. She only states that she hasn't purchased her AP. She may have purchased the voucher & just not activated it... she didn't say (yes, I do know that purchase means buy). If she has no voucher & goes to check in and has no proof when they ask, she will not get that rate. Disney may not care who books, if they show up with no AP or voucher, Disney makes more money off of them. I booked two rooms for this past October trip. When I booked I asked if my friend & her family had gotten there before me could she still check in since I am the one with the AP (her daughter has one but is only 12). The CM said yes, as long as I showed up before the end of the night to show my pass, or the rate would automaticly be changed to the regular room rate. So if Boonhauer has no voucher, she will more than likely not be getting that rate at check in (and from reading her 2 posts, it sounds as if she will be having one). Disney may be allowing those to book without, but they will not allow you to stay at that rate without the proof. As I said, I went back & read her post & didn't see where she said if she did or didn't have a voucher.....

I don't know how many times I've booked without an AP or voucher and checked in without either being asked for. They don't care. I have never been asked for anything proving that I have an AP when I checked in.

 

[skiwee1]

The person that is "following the rules" by having the pass when they check in doesn't have to have it in their hand... the system has the info already. The passholder name matches the number on the pass. If it is a voucher (which I am not sure if they are still allowing you to check in with just the voucher anymore), they would have to show it. I do know not only did they have to show it, but after they turned the voucher into the actual AP, they did have to bring that back to the front desk before the end of the night to show they really have an active AP. ..

Sorry but this is not true. While it should be done this way, it is not. What you are describing has never happened to me in all the years I've gone to WDW. I have checked in without showing a voucher and never had it asked for. I bought my mom her voucher once at the Disney store where no info about her was collected. She got a room in her name. No one had her name in the system showing she has a voucher because no one asked who I was buying the voucher for.

 

[TandCmum]

I was asked to show my AP at check in, I had travelled from the UK and had had 22 hours travelling, i only had a voucher and they were fine with that, they didn't even ask to see my AP once i had had it activated (which i did the following morning), this was just after the BRP had just started, but our stay was booked the old way. I think the new system is a fair way of booking rooms with AP discounts. We aren't going back until 2007 so i wont be renewing mine, but if there are still discounts to be had i have no problems with calling and getting my voucher before booking.

 

[PamNC]

I believe that the fact that they are now taking passholder calls between 2 and 5 means they are admitting that "Best Rate" was a hell from the beginning, at least in terms of the "book online only." The nice woman who helped me today (between 2 and 5!) said they HATE having us book online, because us calling them means they have JOBS! I think so many people were unable to get onto the site, or were unable to book after spending a lot of time (my situation) were calling anyhow. So I think there will be SOMETHING after 4/13, but it may be differently named.

I hope you're right - "hell" is not a strong enough word. For God sake, please Disney...if anyone is listening...stop this BRP nightmare!!!!!!!!!!!!!!!!!!

PamNC

 

[A Mickeyfan]

Sorry but this is not true. While it should be done this way, it is not. What you are describing has never happened to me in all the years I've gone to WDW. I have checked in without showing a voucher and never had it asked for. I bought my mom her voucher once at the Disney store where no info about her was collected. She got a room in her name. No one had her name in the system showing she has a voucher because no one asked who I was buying the voucher for.

This is so true, while it may not have happened to you, doesen't mean it isn't ture. I have had it happen to me. Years ago when I only had the voucher I had to show them the actual pass when I converted it (because there is no name associated with the voucher until it becomes an active AP). So as I said, just because you have never had to do it doesn't mean it is not true. There are many others that have had to show it & on the flip side there are many others that haven't. Yes, Disney should be requesting to see the voucher and then activated AP. Just this past Oct I booked 2 rooms with my AP. One was for my family the other for a friend & her family. When booking I asked if my friend would be able to check in if she arrived before me. I was told yes, but I was also told that I must show up before the end of the day & show my ID & pass or her room rate would have been adjusted to a regular rate. Now when I book just one room with AP rate, I am not asked to see my AP, just my photo ID. While some CM's don't ask for your pass, some don't ask for photo ID (as others have posted on this board) and I was under the impression (since 9/11) that anyone checking into a room must show a photo ID. Nothing is consistent with Disney ... Yes... it is true... even though it never happened to you...

 

[BCV23]

This is so true, while it may not have happened to you, doesen't mean it isn't ture. I have had it happen to me. Years ago when I only had the voucher I had to show them the actual pass when I converted it (because there is no name associated with the voucher until it becomes an active AP). So as I said, just because you have never had to do it doesn't mean it is not true. There are many others that have had to show it & on the flip side there are many others that haven't. Yes, Disney should be requesting to see the voucher and then activated AP. Just this past Oct I booked 2 rooms with my AP. One was for my family the other for a friend & her family. When booking I asked if my friend would be able to check in if she arrived before me. I was told yes, but I was also told that I must show up before the end of the day & show my ID & pass or her room rate would have been adjusted to a regular rate. Now when I book just one room with AP rate, I am not asked to see my AP, just my photo ID. While some CM's don't ask for your pass, some don't ask for photo ID (as others have posted on this board) and I was under the impression (since 9/11) that anyone checking into a room must show a photo ID. Nothing is consistent with Disney ... Yes... it is true... even though it never happened to you...

I have not read this whole thread but I agree that CMs are more often asking to see your AP at checkin. Hooray! I've also had CMs say, "Oh I see you don't need tickets." The most telling sign of improvement to the system was when I was calling DVC to renew one AP, the CM already knew which in our family of five needed it. She could tell everyone else still had active APs.

 

[skiwee1]

I have not read this whole thread but I agree that CMs are more often asking to see your AP at checkin. Hooray! I've also had CMs say, "Oh I see you don't need tickets." The most telling sign of improvement to the system was when I was calling DVC to renew one AP, the CM already knew which in our family of five needed it. She could tell everyone else still had active APs.

We were just there last month and were never asked for anything. We only had vouchers and they were not in the system yet.

 

[BCV23]

Hi Skiwee, we were just there last month too. My husband started the checkin this time so I don't know if the CM asked this trip. But in the last few years it has become much more commonplace in my experience. And as I said, comments will be made about seeing that we have APs.

And are you sure your vouchers were not in the system? Same name, same address, credit card, etc..

 

[skiwee1]

Hi Skiwee, we were just there last month too. My husband started the checkin this time so I don't know if the CM asked this trip. But in the last few years it has become much more commonplace in my experience. And as I said, comments will be made about seeing that we have APs.

And are you sure your vouchers were not in the system? Same name, same address, credit card, etc..

The vouchers couldn't be in the system as far as names go. I bought them both and gave one to my mom. When you buy them they don't ask who is getting it. The room was in my mom's name. They had no idea she had a voucher and didn't ask us for anything. They just asked if we needed tickets and we said we already had tickets. We answered that way just to see if they could catch it. The confirmation and the hotel bill had that we had an AP rate yet no one asked if we had an AP. We have always found this to be the case. It's funny how they don't ask about that yet they make oyu show the AAA card when you have the AAA rate!

 

[BCV23]

Well, yours could be in the system since you bought it. All names are on the reservations again these days, right?

Also I just remembered that this past trip we were in the Black Hole for AP reservations anyway.

 

[skiwee1]

Well, yours could be in the system since you bought it. All names are on the reservations again these days, right?

Also I just remembered that this past trip we were in the Black Hole for AP reservations anyway.

I'm sure that most CMs do not ask because they do not know. Last year I came right out and asked if they wanted to see my AP. The CM said, "No. I see according to CRO that you are a passholder. You have the passholder discount. Whatever CRO types in is what we get." I asked her how CRO knows I am a passholder. She then told me that you can only book an AP room with having an AP in hand and giving the CM the number at time of booking. So these check-in CMs have no clue as to what goes on and who has what. They see in their little screen that CRO has given you the passholder rate. They assume that CRO has gotten some kind of proof that you are indeed a passholder. It is extremely rare that anyone is asked to the actual AP or even a voucher at check in. I say rare because 9 out of 10 people here have never been asked. I go 30 days a year and stay onsite. I have yet to be asked for proof. I know many times I have not been in the system as having a pass. By speaking with the CMs at check-in I know there is no such place for them to see if I really do have an AP. They leave it up to CRO and we know how they are. Maybe when passholders do enough complaining about how they are never asked for proof then Disney will change their ways. Until then they won't change.

 

[BCV23]

We go several times a year as well...3 or 4 trips. We have been asked for our APs in the past. But as the CM at checkin have told you, the system verifies that you have an AP (or perhaps a voucher ). The CM at the desk may say CRO (actually I believe it is Disney Reservation Center) has confirmed it but surely the desk clerk doesn't know if the computer confirmed it or a CM asked you for the number. The latter has never happened in my experince.

 

[Sammie]

I'm sure that most CMs do not ask because they do not know. Last year I came right out and asked if they wanted to see my AP. The CM said, "No. I see according to CRO that you are a passholder. You have the passholder discount. Whatever CRO types in is what we get." I asked her how CRO knows I am a passholder. She then told me that you can only book an AP room with having an AP in hand and giving the CM the number at time of booking. So these check-in CMs have no clue as to what goes on and who has what. They see in their little screen that CRO has given you the passholder rate. They assume that CRO has gotten some kind of proof that you are indeed a passholder. It is extremely rare that anyone is asked to the actual AP or even a voucher at check in. I say rare because 9 out of 10 people here have never been asked. I go 30 days a year and stay onsite. I have yet to be asked for proof. I know many times I have not been in the system as having a pass. By speaking with the CMs at check-in I know there is no such place for them to see if I really do have an AP. They leave it up to CRO and we know how they are. Maybe when passholders do enough complaining about how they are never asked for proof then Disney will change their ways. Until then they won't change.

Disney management does not like that proof is not asked for nor do that like that agents at DRC do not follow policy in booking. But some Disney employees (sad to say), are no different from those that post on these boards all the time that they don't follow rules or policies either. DRC has one of the highest turnover of any area of Disney and many are due to being fired over not following policy. And Yes many times when a guest convinces a CM to book something for them that is against policy, that CM ends up losing their job.

So while management realizes the problems with DRC booking discounts for a guest that has not purchased a pass yet and Front Desk not checking, they can't control each and every human that works for them, or guest that tries to scam them.

 

[skiwee1]

Sammie, does that mean that the CMs at the check-in desk really do not have a way of knowing if you have an AP or not? There really isn't any way of knowing if you have voucher? I would think that they wouldn't require proof if it were indeed in the system as some think.

 

[Sammie]

Sammie, does that mean that the CMs at the check-in desk really do not have a way of knowing if you have an AP or not? There really isn't any way of knowing if you have voucher? I would think that they wouldn't require proof if it were indeed in the system as some think.

I was told they are trained to ask for proof, so I guess that would lead one to believe it is not in the system, I can check with some of freinds in Resorts.

I know they really wanted verification to be required at the time of booking so that the Front Desk CMs would not have to confront the guest with it which was one of the main reasons for online booking. I think the main problem right now as mentioned by someone else, Disney does not have a computer system that is able to link DRC and resorts with all the info.

 

[skiwee1]

I was told they are trained to ask for proof, so I guess that would lead one to believe it is not in the system, I can check with some of freinds in Resorts.

I know they really wanted verification to be required at the time of booking so that the Front Desk CMs would not have to confront the guest with it which was one of the main reasons for online booking. I think the main problem right now as mentioned by someone else, Disney does not have a computer system that is able to link DRC and resorts with all the info.

By my past conversations with the check in CMs I really didn't think they had any kind of info like that in the system. There was no way to find out we had vouchers. Also we are always asked if we want tickets to the parks. If they could see we had APs then they never would ask.