Lies and laziness!

[Tinker*Shell*Bell]

In Jan 08 I got a pin code mailer for 40% off. I excitedly called CRO to book my package. But I gave the male CM my code and he said it was not mine. I had it in my hand, offered to fax it to him and he still insisted I was not on that code. He basically blew me off saying "sorry, try again another time, there are new codes released every few weeks."

I hung up in tears. I was looking at the card with my name on it and somehow I couldn't book my dream trip to the Grand Floridian.

A week passed and tears turned to frustration, so I decided to risk another failure and try again. A nice sounding woman answered and I asked her if she could possibly help. I explained what happened the week before and she was shocked and dismayed. She too entered my pin and came up with the other persons name. I was really ready to cry when she asked me to hold on and when she returned she had found my code, it was one number off (or something like that.)

I was so excited! and I figured that I would use the savings to book a concierge level room and the dining plan. She immediately (with no time to have put it into the computer) said, the concierge rooms were not available with a code. I booked Garden View and I was going to be fine with that. I would rather save 40% than have concierge.

But I just found out that she was wrong. A friend who had the code used her pin for concierge at the Grand!!! Concierge was part of the code, but I know she never checked to see if I could book it or not! Now the rooms are all booked, and yes, there was concierge availability when I booked back in February. Her laziness cost me the one chance I had to stay concierge at the Grand.

I have looked every day for the past 2 months, there is nothing available! I moved my reservation to a travel agent, and she has been looking for the availability too, and it is not even her fault any of this happened. There is just nothing open for club level rooms that week.

I really think Disney needs to make this right, but I don't know who to talk to. Weeks of frustration and lies have ruined my trip. What should I do???

 

[Tissa]

This is the e-mail address I used last week with an issue I had.

wdw.guest.communications@disneyworld.com

 

[debster812]

Sorry you've had such a frustrating experience OP.

It's possible that your friend's CM was mistaken, and did something special to book her with the code in Concierge. It's also possible that different codes have different requirements. I don't know any of this, simply playing devil's advocate.

 

[lizardqueen]

It's ruined your trip and you haven't even gone yet? I'm sorry you had to go through that with reservations, but I wouldn't let something like room level ruin your trip.

 

[bluwater]

I'm really sorry - it must be frustrating!

I have to wonder, though, how you know for sure that Club level was available at the time you tried to book one, if they told you it wasn't? If your friend booked one with the code, could it be that the situation changed from the time she tried to book to the time you tried...or vice versa. I think the rooms are available and unavailable in a flash...and what happens on one call can totally change for a caller 5 minutes later.

 

[Just Beachy]

Sorry for your troubles with CRO, but I would be happy just to be able to go at all. I don't mean to sound unsympathetic, but garden view vs. concierge level should not ruin a trip. Maybe having to choose between staying off-property vs. a value resort, but even then it shouldn't RUIN your trip. (just MHO)

 

[Tinker*Shell*Bell]

This is the e-mail address I used last week with an issue I had. wdw.guest.communications@disneyworld.com

THANK YOU!

It's possible that your friend's CM was mistaken, and did something special to book her with the code in Concierge. It's also possible that different codes have different requirements. I don't know any of this, simply playing devil's advocate.

I know what you mean, but she didn't say there was no availability, she said no codes for club level...which is wrong. It wasn't a special favor, i did check on that.

It's ruined your trip and you haven't even gone yet? I'm sorry you had to go through that with reservations, but I wouldn't let something like room level ruin your trip.

It is ruining it. To know that I could paid and gotten my dream trip feels like I was lied to. I know we will go and have fun, but this feeling stinks.

I have to wonder, though, how you know for sure that Club level was available at the time you tried to book one, if they told you it wasn't? If your friend booked one with the code, could it be that the situation changed from the time she tried to book to the time you tried...or vice versa.

Disney on-line booking had both levels of concierge available the day I booked and for a week or two after. Butit was 2 months later that I learned the code could have booked CL rooms, and by then they were sold out.

 

[Allison]

What should I do???

I think you should move on and enjoy what you have booked. If there is no availability, there is not much that can be done to get you a room.

ETA-As others have said, just because someone else got a room, doesn't mean there was one available for your dates.

Enjoy your trip.

 

[Lynne M]

She immediately (with no time to have put it into the computer) said, the concierge rooms were not available with a code. I booked Garden View and I was going to be fine with that. I would rather save 40% than have concierge.

But I just found out that she was wrong. A friend who had the code used her pin for concierge at the Grand!!! Concierge was part of the code, but I know she never checked to see if I could book it or not! Now the rooms are all booked, and yes, there was concierge availability when I booked back in February. Her laziness cost me the one chance I had to stay concierge at the Grand.

I'm a little confused.....how do you know that she didn't 'put it into the computer'? All she would have had to do was click a link with her mouse, which takes a second. I'd even bet that all the available room categories for the GF for your dates were displayed on her screen. And concierge wasn't there.

I think you're assuming malicious intent where there wasn't any. I'm not a blind defender of Disney, the CMs are human and make mistakes like anyone else. But just because a concierge room was available for your friends trip doesn't mean that one would have been available for your trip.

Here's how Disney does discounts. They make a limited number of rooms available for certain dates, for certain resorts, for certain room categories. At the time she looked, concierge rooms may not have been open. That could have changed in a matter of minutes. Maybe someone cancelled by the time your friend called.

I understand that you're disappointed. But to be perfectly honest, I've stayed concierge (free upgrade) and non-concierge at the GF, and I wouldn't pay extra for concierge. Aside from access to the lounge, and the food offerings, and someone to make your ADRs for you, the experience just isn't that different. The rooms are pretty much the same. You still get the nice robes in your room, and turndown service. You get all the wonderful amenities of staying at the GF.

Maybe a concierge room will open up between now and your trip. But it's time to start looking forward to the wonderful trip you HAVE booked, instead of declaring that your trip is 'ruined' before you've even taken it.

 

[safetymom]

There truly may not have been any concierge rooms available with the code for your dates. They only offer a limited number of rooms with the code so concierge may not have been available. You may see availability for concierge on the website but that doesn't mean code rooms for concierge are available.

 

[LadyZolt]

To the OP: I think it's good to vent on here and share your feelings. I totally understand what you're saying and I think it's good to say how you're feeling over all this. It gets it out of your system. If nothing changes, you know you didn't keep it bottled up inside you, and you likely have (or will) email the address someone else posted. So when you go, I think you'll feel better because you let this out in advance and I hope that doing so will allow you to make the most of your trip.

If something like this happens in the future, I think everyone who's reading this thread will be more cautious. If you know you have a dream vacation that requires certain things, then compromise where you can but don't compromise on what is an absolute must for you to feel you're making the most of your vacation. I hope that the OP on a future trip will get the accommodations she truly wants. Good luck!

-Dorothy (LadyZolt)

 

[christophfam]

When I was at WDW last Sept., I received a bounceback offer for free dining. I called to book it and was told (very quickly) that I would only get the free dining for one day of my stay because it could not be booked beyond the last day of the offer. So I didn't book it.

I returned home and found that many here on the DIS WERE able to book it beyond the last date - one of those as long as you are check in by the end date things. Thing was my CM said it couldn't be done.

So I call Disney and a CM says that there are many offers and there is no way to tell if mine was one of the ones that could be extended-blah, blah. I promptly pulled out the offer (I saved it!) and he said, no it can't be extended.

I called back yet again and got another CM who took the time to put my dates into the system and lo and behold...it takes my dates with free dining for the whole period. She lets me book it and we're all set.

Now had it not worked out for me, I would not have been able to go at all. Just could not have afforded the trip. So because I had two CMs who didn't take the time to actually put the dates into they system, I almost didn't get to go. I agree it was total laziness on the part of the other CMs and it almost ruined my trip.

I know what you're feeling. It is hard to accept that you had someone who didn't do their job properly and you couldn't get what you should have. I would send an email and then forget about it, but don't let it ruin your trip. You're still going and I'm sure it will be an amazing trip even if you couldn't get concierge.

 

[mickaholic4077]

OP,I don't feel sorry for you. If I were you,I would just be grateful that I could afford the GF at any price.

 

[RMulieri]

Chalk it up to a mistake ( maybe) I understand disappointment, but to say this ruined your trip is a little much.I think as others have said , you should look at the positives,and keep it in perspective .You are getting to go to WDW and stay at the GF , and in this economy right now that is saying alot.What if you never got a code?there are some of us out here that have never been as fortunate.

 

[bytheblood]

There truly may not have been any concierge rooms available with the code for your dates. They only offer a limited number of rooms with the code so concierge may not have been available. You may see availability for concierge on the website but that doesn't mean code rooms for concierge are available.

Exactly.



Honestly, I would call and ask to speak with Guest Services and then send an email along with both of the CMs names if you feel cheated and lied to.

But to have your trip ruined over not getting CL is drastic. Sorry, but to me that sounds too spoiled.

 

[Dorisk3]

Customer service just isn't what is used to be- no matter where you go or call nowadays. I'm sorry to hear that you didn't get what you wanted. I do think you should consider what some of the other posters are saying- just enjoy your trip- think of the positives and not the negative. You can't let some standard of perfection and an unattainable goal get in your way to having a fun vacation.

I do thank you for posting your information though. Everyone calling Disney should realize that they may get various answers to questions- and sometimes you need to keep calling back if you think you are correct about something. I'm sure I'm not the only one that has gotten off the phone with one CM and then called back to see what another was going to say.

Have a good trip- and think of the money you are already saving!

 

[shera]

oh that's terrible,sorry you didn't get the room you really wanted.Hope you have a wonderful acation anyway.

 

[jlewisinsyr]

If the agent found your code, they probably already had the rooms up on their screen, so I'm confused to how you know she didn't check...unless she absolutely had no way of knowing what dates you were going (previous call, etc.)

 

[laurabelle]

In Jan 08 I got a pin code mailer for 40% off. I excitedly called CRO to book my package. But I gave the male CM my code and he said it was not mine. I had it in my hand, offered to fax it to him and he still insisted I was not on that code. He basically blew me off saying "sorry, try again another time, there are new codes released every few weeks."

I hung up in tears. I was looking at the card with my name on it and somehow I couldn't book my dream trip to the Grand Floridian.

A week passed and tears turned to frustration, so I decided to risk another failure and try again. A nice sounding woman answered and I asked her if she could possibly help. I explained what happened the week before and she was shocked and dismayed. She too entered my pin and came up with the other persons name. I was really ready to cry when she asked me to hold on and when she returned she had found my code, it was one number off (or something like that.)

I was so excited! and I figured that I would use the savings to book a concierge level room and the dining plan. She immediately (with no time to have put it into the computer) said, the concierge rooms were not available with a code. I booked Garden View and I was going to be fine with that. I would rather save 40% than have concierge.

But I just found out that she was wrong. A friend who had the code used her pin for concierge at the Grand!!! Concierge was part of the code, but I know she never checked to see if I could book it or not! Now the rooms are all booked, and yes, there was concierge availability when I booked back in February. Her laziness cost me the one chance I had to stay concierge at the Grand.

I have looked every day for the past 2 months, there is nothing available! I moved my reservation to a travel agent, and she has been looking for the availability too, and it is not even her fault any of this happened. There is just nothing open for club level rooms that week.

I really think Disney needs to make this right, but I don't know who to talk to. Weeks of frustration and lies have ruined my trip. What should I do???

It's quite possible that the CM did not realize that you could book concierge with the code. When I booked the DDP with my AP discount the CM I spoke with immediately told me I couldn't do it, but I politely told her I could and would she try to put it through...and it went through. It's been reported here on the DIS many times that CMs can sometimes give guests inaccurate information. I don't know that I would call them lazy or liars, simply misinformed.

What should you do? You can certainly email Disney using the address in post 2, and keep calling to see if anything has opened up... Disney may or may not "make it right".

The one thing you can do to "make it right" is to count your blessings and decide to have a magical trip!

 

[TammiMcMan]

Even if she had no time to look before making that statement, she would have seen all GF availability under that code when she booked the garden view. If concierge had popped up, I can't imagine that she wouldn't have told you about that option. A better understanding of their booking system might help you out. When I've used Pin codes, they enter it into the system and then tell me what's currently available. Even if she thought that club level was not included, the computer would have proved her wrong IF it was available when you called.

I'm very sorry that the first CM let you down. That's probably one of the first things I learned from the DIS, if you don't get the answer you want, call back and speak with someone else. Hopefully you got his name and I'd followup with the e-mail previously provided. To say that either call cost you a chance at the GF's club level is a big assumption and something that Disney could never verify. I'd let it go and hope that Karma rewards you for that. Trust me, if you're feeling like this now and can't let it go, you might as well cancel the vacation, because you'll find nothing but faults with it. Give Karma a chance .