tgropp
DIS Veteran
- Joined
- Jan 3, 2007
- Messages
- 2,573
Has anyone else had a problem with their reservations since the new system changeover? When they did the changeover last Oct/Nov, I phoned to add a magical express, they had no listing of my reservation. That all got straightened out. When there was 1 week left, I phoned Member Services to inquire about ME tags. They had us listed but no tags wre mailed out for some reason, but we were on the list. They also wanted to know the names on the hotel reservation since there was only my name on it. I gave them the same names of 7 adults and one child that I had provided them before. All is good....
Sun Dec 19'th.... We arrive at the VWL and go to the front desk. Our room is ready but they want to know how we got 11 people on our reservation. I told them that there are only 8 and went over the names. We had used points on my VWL for 6 nights and 1 night from my BCV contract. When we get the meal plan, I paid for all 7 nights but noticed that there are credits for 5 nights. They said that since it was a split reservation that the extra night would kick in on the 25'th. I asked about the 6'th day since it was still on the VWL reservation/contract , they could not explain where or when that day would appear. The checkin confusion took 55 minutes. We relaxed in the room for a few hours and then went to roaring forks and dining card would not work. I go back to the front desk and a castmember told me that we have 11 in a room. After another 45 minutes, I was assured all was straightened out. The dining card worked for the rest of the day
Mon Dec 20'th......... We wake up and go to Roaring forks for breakfast. Our dining card would not work. I go to the front desk and the person told me "no wonder, you have 11 people in your room". They get a manager and he asked me how I got 11 people on a reservation? After 45 minutes we got it all straightened out. We go to the parks and the meal plan worked. We come back late at night and we cant get in our room as the card will not open the door. I go to the front desk and they ask me how many keys we have since we have 11 in a room. I tell them the past story and the manager comes out and asks me how come we have so many in a room. After 45 minutes of explaining he says that it is fixed.
Tues Dec 21..........We pick our children at the airport and they try to use up the Counter Service credits since we have lots to use since they were not here for the first 2 days. We used the extra dinner credits at the signature restaurants. The cards do not work. I go to the front desk and they tell me that we have 11 people in a room. I am getting tired of this and politely ask for a manager. He then questions why we have 11 in a room. It takes 1 hour to get it all starightened out. I am beginning to wonder how many different managers work here.
Wed Dec 22...... We go for breakfast and the meal plan will not work. We are met by a new manager and he questions why we have 11 people in a room. He then tells me that we probally have received too many meal credits and that he will have to check this all out to make sure that we did not get more than we paid for.... After 15 minutes, a castmember who is familiar with the problem comes over and explains what has all happened. He realizes that something is seriously wrong and vows to fix the situation. Another 45 minutes wasted. I have instructed the children not to go to the front desk, and leave all problems with me to get it straightened out as not to have different people going up and confusing them more. I later find out that the children have not been using the meal credits and not keeping the receipts. I tell them to keep their receipts and we will get their money credited. Again at night, keys will not work for rooms......another 30 minutes wasted
Thurs Dec 23.......Meal credits will not work at roaring forks. I go to the checkin, they see me and everyone quickly runs as they are now all aware of the problem and dont know how to fix it . After 45 minutes all is fixed but later that night ALL meal credits and snacks have expired. Supposedly fixed after 30 minutes. Room key/cards for the rest of the day
Fri Dec 24'th. There is someone elses ME tickets on our door. We take them down to the front desk and the girls says that if we didnt move rooms we would have got ours instead of someone elses and this would not have happened. We did not change rooms but she said that we must have. I should know whether we changed rooms or not as I was just trying to make sure that the person got their tags. Went for breakfast and had no dining credits. The manager vowed to fix it and phone member services to find out what happened. He asked if we would pay for our counter service/snacks and for the table service have the restaurant phone the hotel for verification. After another 45 minutes we went to the parks. At night when we ate at Teppon Edo, we had them phone the hotel. After our meal It took 1 hour for the restaurant to deliver the bill saying that it was paid. My wife and I go back to the hotel for a minute and told the kids that we were going to meet them later at MK for Christmas Eve celebrations.. We get back to the hotel and the keys will not work. After 30 minutes we were finally in our room. 10 minutes later there was a knock on the door and front desk was there with 8 new keys. Now we have all new keys and we have to stay at the hotel to let our family into the room when they get home since we have now missed our meeting point/time. This was at 7 at night. Not the way we wanted to spend Christmas eve.
Sat Dec 25'th......... Meal plan does not work after the new keys. I pay for them and take the receipts to the front desk. At this point I am mentally beat up. A new manager comes and is HORRIFIED to find out what has happened. He finds out that we have 15 CS/snacks meals expired and adds them on and gives me three group fastpasses. I tell him that we are not planning on going to the parks Christmas day and since we are leaving next day, we will not be using the CS credits. New cards are reissued and more apologies. I wish that this manager was there the first day. I must comment the staff at the front desk as they were all nice, but unsure what to do.
When I got home, I phoned MS and told them the story. A manager Meredith listened and asked what I wanted as she would recredit points etc. She phoned back and said that the hotel would credit my CC for all lost meals but said that everything was the hotels fault. I am happy for the credit but I am wondering if MS is passing the buck on this one as if it was the hotels fault and I was the manager, I would have at least phone up and apologized on the hotels behalf for all the lost time and inconvenience. I am not sure if I should pursue this further or just be thankful that I got some money back. I just want to warn others that if this happens, that this story may help you resolve your situation quicker than I got mine resolved.
Sun Dec 19'th.... We arrive at the VWL and go to the front desk. Our room is ready but they want to know how we got 11 people on our reservation. I told them that there are only 8 and went over the names. We had used points on my VWL for 6 nights and 1 night from my BCV contract. When we get the meal plan, I paid for all 7 nights but noticed that there are credits for 5 nights. They said that since it was a split reservation that the extra night would kick in on the 25'th. I asked about the 6'th day since it was still on the VWL reservation/contract , they could not explain where or when that day would appear. The checkin confusion took 55 minutes. We relaxed in the room for a few hours and then went to roaring forks and dining card would not work. I go back to the front desk and a castmember told me that we have 11 in a room. After another 45 minutes, I was assured all was straightened out. The dining card worked for the rest of the day
Mon Dec 20'th......... We wake up and go to Roaring forks for breakfast. Our dining card would not work. I go to the front desk and the person told me "no wonder, you have 11 people in your room". They get a manager and he asked me how I got 11 people on a reservation? After 45 minutes we got it all straightened out. We go to the parks and the meal plan worked. We come back late at night and we cant get in our room as the card will not open the door. I go to the front desk and they ask me how many keys we have since we have 11 in a room. I tell them the past story and the manager comes out and asks me how come we have so many in a room. After 45 minutes of explaining he says that it is fixed.
Tues Dec 21..........We pick our children at the airport and they try to use up the Counter Service credits since we have lots to use since they were not here for the first 2 days. We used the extra dinner credits at the signature restaurants. The cards do not work. I go to the front desk and they tell me that we have 11 people in a room. I am getting tired of this and politely ask for a manager. He then questions why we have 11 in a room. It takes 1 hour to get it all starightened out. I am beginning to wonder how many different managers work here.
Wed Dec 22...... We go for breakfast and the meal plan will not work. We are met by a new manager and he questions why we have 11 people in a room. He then tells me that we probally have received too many meal credits and that he will have to check this all out to make sure that we did not get more than we paid for.... After 15 minutes, a castmember who is familiar with the problem comes over and explains what has all happened. He realizes that something is seriously wrong and vows to fix the situation. Another 45 minutes wasted. I have instructed the children not to go to the front desk, and leave all problems with me to get it straightened out as not to have different people going up and confusing them more. I later find out that the children have not been using the meal credits and not keeping the receipts. I tell them to keep their receipts and we will get their money credited. Again at night, keys will not work for rooms......another 30 minutes wasted
Thurs Dec 23.......Meal credits will not work at roaring forks. I go to the checkin, they see me and everyone quickly runs as they are now all aware of the problem and dont know how to fix it . After 45 minutes all is fixed but later that night ALL meal credits and snacks have expired. Supposedly fixed after 30 minutes. Room key/cards for the rest of the day
Fri Dec 24'th. There is someone elses ME tickets on our door. We take them down to the front desk and the girls says that if we didnt move rooms we would have got ours instead of someone elses and this would not have happened. We did not change rooms but she said that we must have. I should know whether we changed rooms or not as I was just trying to make sure that the person got their tags. Went for breakfast and had no dining credits. The manager vowed to fix it and phone member services to find out what happened. He asked if we would pay for our counter service/snacks and for the table service have the restaurant phone the hotel for verification. After another 45 minutes we went to the parks. At night when we ate at Teppon Edo, we had them phone the hotel. After our meal It took 1 hour for the restaurant to deliver the bill saying that it was paid. My wife and I go back to the hotel for a minute and told the kids that we were going to meet them later at MK for Christmas Eve celebrations.. We get back to the hotel and the keys will not work. After 30 minutes we were finally in our room. 10 minutes later there was a knock on the door and front desk was there with 8 new keys. Now we have all new keys and we have to stay at the hotel to let our family into the room when they get home since we have now missed our meeting point/time. This was at 7 at night. Not the way we wanted to spend Christmas eve.
Sat Dec 25'th......... Meal plan does not work after the new keys. I pay for them and take the receipts to the front desk. At this point I am mentally beat up. A new manager comes and is HORRIFIED to find out what has happened. He finds out that we have 15 CS/snacks meals expired and adds them on and gives me three group fastpasses. I tell him that we are not planning on going to the parks Christmas day and since we are leaving next day, we will not be using the CS credits. New cards are reissued and more apologies. I wish that this manager was there the first day. I must comment the staff at the front desk as they were all nice, but unsure what to do.
When I got home, I phoned MS and told them the story. A manager Meredith listened and asked what I wanted as she would recredit points etc. She phoned back and said that the hotel would credit my CC for all lost meals but said that everything was the hotels fault. I am happy for the credit but I am wondering if MS is passing the buck on this one as if it was the hotels fault and I was the manager, I would have at least phone up and apologized on the hotels behalf for all the lost time and inconvenience. I am not sure if I should pursue this further or just be thankful that I got some money back. I just want to warn others that if this happens, that this story may help you resolve your situation quicker than I got mine resolved.
Dannnngggg! My MIL had problems not be able to charge on her room key, we did not get the 
.
