Member Services being dishonest?

[Chic]

I'm curious about something that has happened to me several times when calling to book a reservation. When calling at the 7 month window to book a room, sometimes Member Services will put me on hold for a few minutes while they check for availability. Then they come back 5 minutes later to inform me that no rooms are available during my requested date. Other times I have called, they do not put me on hold to check availability, they can tell me immediately while they're on the line with me. There is always a room available when they don't put me on hold, hmmm. What are they really checking when they put me on hold?

 

[JimMIA]

I seriously doubt if they are being dishonest. More than likely, the times you've had immediate success is because availability showed up on their computer screen when they checked.

If nothing showed up, my guess is the CM put you on hold to see if there was anything they could do to help. When they found no help, they told you the truth -- there was no availability.

 

[CrazyDuck]

Maybe when they are putting you on hold they are talking to the manager to see if they can release a cash room for you.

 

[littlestar]

Maybe when they are putting you on hold they are talking to the manager to see if they can release a cash room for you.

Ditto. They are probably trying to work some magic for you.

 

[Havana]

This has happened to me a few times. Today I was checking on a room for a few weeks from now, and she said she could put me on hold to check something. But since I wasn't 100% sure on what we wanted to do, I told her not to worry about it. I think they are just trying to help.

 

[drusba]

I assume when you call and hit immediately it is because there is immediate availability; when you call and wait, there is none but they are giving some time for other representatives to complete calls in the hope one of those calls results in something opening; of course you also have the probability when there is a delay that you have reached someone new to MS who still hasn't figured how to work the computer easily.

 

[bumbershoot]

Having worked phone customer service, the other possibility is that they aren't comfortable doing a search while you can hear them. They might talk to themselves while walking through the steps, they might have to ask a question, they might just feel uncomfortable with breathing in your ear (or having you breathe in their ear) while working, so they put you on hold then come back when they are done. When I did CS I almost never did that, as I was capable of chatting lightly with them (if they were a chatty person) while working on the issue...but not everyone can do that. DH, for example, needs silence while working on a customer issue (we met while doing amazon CS), so it would be more comfortable for customer and him to put the customer on hold while he muttered away under his breath.

 

[mousefan1972]

Maybe when they are putting you on hold they are talking to the manager to see if they can release a cash room for you.

This. Last year we decided to go to WDW for Labor Day weekend on 2 weeks notice. All that was available for studios was SSR. One time when I called to check availability, the CM put me on hold for a loooong time. I think she was trying to pull a room out of cash inventory for me. But, ultimately she came back and said no luck. At least they try for us....

 

[mommyoftwo08]

We were booking for April 5th to 10th - last minute I know, but we just added on and decided to head down for spring break. We had been calling and checking several times and nothing was open. On the last call I was put on hold for 5 minutes and they came back and said the best they could do was a standard studio at AKV jambo and we grabbed it! She seemed very excited that she had found me something. I wondered then if they were pulling out of cash inventory or how that even worked. Either way I'm glad it did! Now, if my 1 bedroom waitlist would come thru I'd be REALLY happy, but I'm not holding my breath on that one!

 

[Halle]

A few ago I called for Xmas week, the CM started yelling to the others that her computer was not working and that she needed to book XYZ. It was back in the day of booking day by day and I had 5 nights already booked. My guess is the CM was 'yelling' on your behalf.

 

[DisDaydreamer]

Sometimes, I think they just have to go pee... it happens.

 

[Lynne M]

Yup, I've had that happen a few times...they've put me on hold to see if they can pull a room out of breakage inventory.

So no, they're not being dishonest. They're going that extra step to try and get your reservation for you.

 

[KAT4DISNEY]

But breakage inventory isn't supposed to go to CRO until 60 days out. The OP was calling right at 7 months so that shouldn't be what they are trying.

 

[stopher1]

Has there been anything "special" about your request?

I called a few times back in November for our upcoming October trip in the THV, and we needed one of the accessbile Treehouses for the guest we are bringing along. Each time I was put on hold for several minutes while they worked out that aspect and called whoever it is they call to secure the HA rooms. Just a thought based on my own experience.

 

[lilpooh108]

I've always wondered about being put on hold. That happened to me this morning. Called at 9am for 7 month BWV F&M booking. CM rattled off a list of which resorts were available and which were not. When she got to BWV, preferred view, she said, "Are you ready to book because if you are, I'll put you on hold and 'confirm' availability." Didn't really know what that meant...