Learned something new. Guaranteed connecting rooms.

[BigAlsGal]

They're not getting it wrong. They're trained that way specifically - although living in the same house has nothing to do with it.

2 adults with any number if kids = guaranteed rooms.

It's in their training. Can't really blame them for it.

Dansdad was saying that he's been split up multiple times with just 2 adults and 5 children all under 12. It seems you're just never guaranteed anything.

 

[_auroraborealis_]

Dansdad was saying that he's been split up multiple times with just 2 adults and 5 children all under 12. It seems you're just never guaranteed anything.

Per the terms of booking, you're guaranteed a room, somewhere. That's about it.

 

[BigAlsGal]

Per the terms of booking, you're guaranteed a room, somewhere. That's about it.

That's so kind of them!!! Lol

 

[wilkeliza]

I bet they don't guarentee connecting rooms because they would rather have people who need it pay the higher price for the 2 bedroom villas at deluxe resorts. There are some families who if they find out there isn't a guarantee would pay more money to be sure they were all together.

 

[UncleMike101]

They're not getting it wrong. They're trained that way specifically - although living in the same house has nothing to do with it.

2 adults with any number if kids = guaranteed rooms.

It's in their training. Can't really blame them for it.

Yup....
The problem lies with the resorts.
The people assigning the rooms either can't accommodate the request, or don't care.

 

[pens4821]

When I made my reservation I asked for connecting rooms (knowing it was a guarantee from here). The phone CM told me such. He said they will try there best, but there is no guarantee. So, evidently, some of them know the right thing. And, if you were wondering, we did get connecting rooms.

 

[Vijoge]

There are some families who if they find out there isn't a guarantee would pay more money to be sure they were all together.

I booked the AoA Family Suite for that very reason. I can't/won't take the chance I will be spending my vacation in one room and my DH in another.

 

[bumbershoot]

They're not getting it wrong. They're trained that way specifically - although living in the same house has nothing to do with it.

2 adults with any number if kids = guaranteed rooms.

It's in their training. Can't really blame them for it.

Their job is to take reservatoins and set expectations and give good info for the person's resort stay. The resort doesn't do what the phone poeple say.

The info has to get back to teh call centers.

Are you reading "they" as meaning each individual CM? Well, on one hand, unless we work at the call centers and KNOW what their training is, we don't know if this is 5 buddies who all skipped that day of training and are saying what they THINK is true, or if it's what they were trained in. So it could be the training or it could be the individuals.

Either way, doesn't matter which, the info that the resorts can't/don't do this needs to get back.

So that everyone can be told the truth and they can stop doing this.

Yup....
The problem lies with the resorts.
The people assigning the rooms either can't accommodate the request, or don't care.

So your POV is that the call center CMs know the truth, but the resorts are doing it wrong?

Well, seems to me that the resorts are the ones doing all of this, and since they can't or won't do it, the call centers need to know this.


It all needs to match up. Retraining the CMs at the call centers (or working from home) needs to happen.

 

[nkereina]

Anyone know if the reservation agents on the phone make commission or have a goal of some sort? If so, that is likely why we get so much bad info from them - saying what they need to in order to book the rooms.

 

[maxiesmom]

Yup....
The problem lies with the resorts.
The people assigning the rooms either can't accommodate the request, or don't care.

The problem is Connecting Rooms is not a bookable category. Disney does not keep that close track of them. Plus rooms are not assigned until a few days before our trips. So there is no way to know when we book if connecting rooms will be available when we take our trips. The problem lies with the CMs telling guests things that are simply not true. Even Disney's own web site states connecting rooms are a request only.

 

[aaarcher86]

Their job is to take reservatoins and set expectations and give good info for the person's resort stay. The resort doesn't do what the phone poeple say.

The info has to get back to teh call centers.

Are you reading "they" as meaning each individual CM? Well, on one hand, unless we work at the call centers and KNOW what their training is, we don't know if this is 5 buddies who all skipped that day of training and are saying what they THINK is true, or if it's what they were trained in. So it could be the training or it could be the individuals.

Either way, doesn't matter which, the info that the resorts can't/don't do this needs to get back.

So that everyone can be told the truth and they can stop doing this.



So your POV is that the call center CMs know the truth, but the resorts are doing it wrong?

Well, seems to me that the resorts are the ones doing all of this, and since they can't or won't do it, the call centers need to know this.


It all needs to match up. Retraining the CMs at the call centers (or working from home) needs to happen.

They as in the Disney employees that are training the phone CMs are teaching and giving this as the policy. If the phone CM does something outside of that, they get QCd. So, it's not the phone CM at fault. It's Disney forcing the phone CMs to speil this as policy.

And yes, I can 100% say this is their training policy.

 

[aaarcher86]

Dansdad was saying that he's been split up multiple times with just 2 adults and 5 children all under 12. It seems you're just never guaranteed anything.

I'm not saying it's actually guaranteed. I said it's what the CMs are trained, by Disney to say and get in trouble if they don't.

I think the phone CMs give a lot of bad info, but this is one area that's on Disney training. Not the individual CMs.

 

[_auroraborealis_]

Anyone know if the reservation agents on the phone make commission or have a goal of some sort? If so, that is likely why we get so much bad info from them - saying what they need to in order to book the rooms.

They do get commission, yes, and also have turn time metrics.

 

[Eastern]

I've never gotten my connecting rooms request when staying at POFQ but I am guessing it's because the resort is so small.

 

[aretha30]

On the same note I never understood why living in separate houses required 2 different people on the reservation. Last time this happened I had to put my mom on the reservation even though she didn't pay for anything. Everything was paid on my visa. Why can't 1 person book 2 rooms? Weirdos...

I hear ya! My mom went with us last year and is going with us this year. We've paid for everything but we've had to had two reservations both times. One for each room. I've never understood why I need separate reservations when I pay for it all!