OMG! Disney screwed up my dining reservation!!!

[jj4]

We were staying at the Poly last March and I decided to have my ADR's printed out for me. They had most of my ressies messed up! The worst was they couldn't find my LeCelliers ressies. I'm thinking no that can't be true?? What were they doing? So I went back to my room and thankfully had brought all my restaurant confirmation numbers with me. I gave the list to the girl at concierge and when she plugged in all my numbers they all showed up in the computer correctly. I still can't figure out where the other ressies came from. Moral of the story: don't leave home without all your confirmation numbers!

 

[IMACM]

You will only be charged if you do not have the dining plan. Also if booking online dining reservations, there is not yet a way for the system to see you have the dining plan, so you will automatically be charged. Therefore, for these type of restaurants as well as the dinner shows, if you have the dining plan, it is best to call for reservations.

I agree that writing a letter won't help anything. It was a mistake, and they fixed it. I'm sorry it caused all of that stress, but it is over and done with. It is time to let it go and enjoy your vacation.

UUMMMMM, if you log into Disneyworld.com then enter your Resort res # the online system doesn't see your dining plan and your CC will be charged? Are you sure about that??

As a CM that books dining please remember that this "NEW" system was thrown at us right before peak season, then they started the "walk out" because of the economy and now we are still trying to get the thing to work properly so that we can service our guests to the best of our ability!!

Now if they would make a link on Disneyworld.com for those that call just to confirm their reservations once a week!!!

 

[anlashokna]

Did you do this with a CC or free dining? If it was with a credit card I would definately check your statement for refund and recharge! Make sure you don't get double charged for the meal. I never double check ressies as I have my confirmation in hand when I go for the meal. They'll make things right on the spot where you will be likely to go through what you just did...hours on the phone and a major headache to boot.

 

[Puget Peach]

OK as usual the customer service supervisor in me kicks in and I have to reply to something like this. Yes it was fixed but it shouldn't have taken several phone calls. There is always some sort of supervisor on duty in a call center and they should've automatically sent you to one when you ask. It amazes me that they didn't. If that was my employee they would've at least been counceled or suspended. Sorry but it irks the heck out of me when people do not get proper customer service.

I have always been able to speak to a supervisor when I ask. Sometimes I have to be more assertive about it, but always polite. If for any reason that doesn't happen, I generally thank the person I am speaking to, hang up, and call back in.
The quality of customer service is not measured by how perfectly a system works, but how the mistakes are handled. Disney normally excels at this. The face to face CM's onsite are generally better at resolving such issues and the suggestion to simply show up with your reservation confirmation in hand is probably a good one.
I am sorry for your experience. It sounds like the combination of new system, 90 day mark, dining plan vs credit card confirmation all conspired to freak out the system AND the guest. I am so glad that they finally got it all straightened out.

 

[downontheBW]

To OP - yes, I think you should write a letter. Hopefully someone reads them and at least logs the complaints. Besides an unhappy customer (as well as all of us other customers reading this), Disney should be really interested that it took over 2 hours of the CMs' time to resolve this situation. That's a huge cost!

I had kinda the reverse happen - I made ADR's online 90 days out and printed the confirmation pages just for backup. Because of all the problems I've read about here, I called to check on them. My reservation for Jiko was actually 2 reservations - about 15 min apart on the same night. The CM kept the one in the system that matched the res# that I had and canceled the other one. Of course I was worried that she canceled too much so I went online to recheck everything. It was all okay but I'll continue to go online to check them weekly (at least).

 

[Alexander]

UUMMMMM, if you log into Disneyworld.com then enter your Resort res # the online system doesn't see your dining plan and your CC will be charged? Are you sure about that??

As a CM that books dining please remember that this "NEW" system was thrown at us right before peak season, then they started the "walk out" because of the economy and now we are still trying to get the thing to work properly so that we can service our guests to the best of our ability!!

Now if they would make a link on Disneyworld.com for those that call just to confirm their reservations once a week!!!

UUMMMMMM--I'm positive. When I wanted to book my Luau reservations, I had to call because the system insisted that I had to pay in full when making the reservation online.

The online booking system had/maybe still has major flaws, especially for those of us who are DVC members booked on points. It wouldn't let us book the 90 +10 for a long time. And as of now, it still freezes up after you put your reservatons in your "cart". Although this doesn't surprise me, with all of the technological advances that WDW has, their IT system is from a previous century! The online check-in wasn't working for the better part of last week either.

 

[LaurenT]

I didn't have a problem with my ADR...but during my last trip in July I arrived EARLY for my ADR at Chefs De France to find that I had already sat down...
I said "uh..no, I haven't sat down yet..I'm here standing in front of you..here's my ID"...she kept trying to show me that I was already checked in..lol
Finally they got a manager and got me a table...seems someone had walked up, looked down the list of reservations and told them they were me - stole my ADR!
I really should have taken that as a clue because the service wound up being pretty bad.

 

[minnie_michelle]

I have no intention of calling to confirm my ADRs before my trip. I will check in with confirmation #s in hand, expecting to be seated. I imagine even if they somehow got mysteriously cancelled, if I speak to a manager, we will be seated. Also, it makes me nervous having someone repeatedly pulling up my reservations. I'm just afraid that one slip of the wrist and they might accidentally cancel it just because I had them pull it up to confirm. You never know!

I also plan on not calling to confirm. I have my confirmation numbers, that is what you need to prove you have a reservation. The last thing I need is a CM accidently messing something up since you have to pull up each one individually, not to mention all the time it takes to read out each multi digit confirm number.

 

[tinkmom2]

The problem with CRT still isn't fixed. I tried to book it just this last week and it wanted payment in full not a cc to hold and I am on the dining plan. I called Disney and told them. I decided not to go with CRT because we wanted to see the princesses and they are not there at night or so the CM informed me. We are going to Askershus instead. Even though the issue is resolved I email too.

 

[MelanieC]

This has happened to me before too, several times over the year. I've even got to a reservation after confirming over the phone and a printout at the resort and still had a problem.

Glad they fixed it - I know it's stressful when your trying to get it worked out.

 

[Alexander]

The problem with CRT still isn't fixed. I tried to book it just this last week and it wanted payment in full not a cc to hold and I am on the dining plan. I called Disney and told them. I decided not to go with CRT because we wanted to see the princesses and they are not there at night or so the CM informed me. We are going to Askershus instead. Even though the issue is resolved I email too.

Just tried it 10 minutes ago--had the reservation I wanted, but it also wanted full payment.

 

[MartDM]

I say write a letter. There's no harm in explaining that, while you are pleased it all worked out in the end, you are upset that it required so much effort on your part to get to anyone who was capable of helping & you are still concerned about WHY it happened in the first place and the fact that nobody could explain it to you.

If I was running the dining reservations there, I'd want to know if I had some arbitrary glitch causing issues, a representative who was making errors, or whatever the root of the problem might have been so it can be remedied.

If nothing else, it will probably make you feel better to relay your experience to them.