OMG! Disney screwed up my dining reservation!!!

[AliVal]

OK, I was thrilled that I had all my ADR's done and my whole trip mapped out perfectly. I was getting excited and was counting down the days with my kids. It was 2 weeks to the day until we leave and while I was stuck in traffic on my way home from work I called Disney to confirm my ADRs. They were able to find all of them except for one... the most important one, I might add.. dinner at CRT. So, as soon as I got home, I dug out my planner with all my confirmation numbers on it and called back... they looked it up and found that it was canceled - !?!?!? WHAT?!?!?!? I asked why and they had no idea. I was told that I could not speak to a manager, but I could e-mail them, so I took down the e-mail address. I sat down to write an e-mail and thought WHAT AM I DOING??? THIS IS DISNEY CRYING OUT LOUD!!! So, I called back... spoke to someone in dining, went through the entire scenario again and they said that a guest services representative would contact the restaurant directly to see what they could do and would get back to me. I sat by the phone... no call that evening and no call the next day... When I got home from work that evening, I called back AGAIN. I went through the whole scenario again and they were thrilled to be able to offer me a reservation for that very same day for dinner at 9:20 PM!!! Ummm no... my 3 year old can't wait that late to have dinner. I declined. After over an hour on the phone they FINALLY were able to override the cancelation and confirm my reservation.
So, I wasted numerous phone calls and over 2 hours worth of cell phone minutes (did I mention I was disconnected twice?!?! Yes, twice and she called me back) So, even though it worked out, I'm still pissed about the whole situation and I find it hard to believe that no one knows why my reservation canceled.
Has anyone else had this happen? I really don't think that Disney, the most magical place on earth, was very customer focused. Part of me says let it go but part of me thinks I should write a letter.... your thoughts?!?!?!

 

[Jeanieblue114]

I read another post of something similar.
I'm glad you didn't wait for a response to your email. It generally takes 4-6 weeks for me to get a response to email from them.

When I made my latest reservation, I was also disconnected twice...after waiting on hold for 20+ minutes. My call back wait was even longer.
VERY frustrating.

I recommend INSISTING on speaking to a manager. I did and it was SO much better to talk to someone who knew how to take care of things.

 

[Condorman]

So why do you think the ADR was canceled? Was it a glitch in the system? Was it a mistaken keystroke on your part? Do you think it's intentionally done (on the down-low) for such a popular spot like CRT? I'm fascinated as to why the ADR system would arbitrarily knock out an ADR without the knowledge of the guest or assistance from a Dining CM.

 

[BabyPiglet]

I'm sorry your reservation got canceled, I know that probably really stressed you out. I think it's best to just let the issue go and put it in your past, though. :

 

[NanaV]

Wow! I'm sorry that happened to you. I'm glad you were able to get everything worked out though. We leave in 2 weeks also, and we'll be calling tomorrow to confirm all of our ADR's!

 

[Kparks]

I'm sorry your reservation got canceled, I know that probably really stressed you out. I think it's best to just let the issue go and put it in your past, though. :

That is quite easy to say when it is not happening to you. I would be soooo upset. You spend your vacation money and spend alot of time planning. They need to keep up their end of the bargain.

 

[heartofdisney]

I understand your frustration,I really do. However I do want to say that I believe Disney really does try to focus on the customer,but sometimes these things happen,do to a glitch or even mistakes of the castmembers..I don't know.But that they did eventually give you your original time again,that was probaly the best they could do...as by the time you discovered the cancellation,probaly there were no reservation times left that day,and they couldn't just cancel out someone else either.

I had a problem with my CRT ADR,as when I called at my 90 day mark to book it,I was told being on the dining plan ,that all I had to do was give my debit card imformation,but they would not charge the amount on it.Well...they did,and because I have bills taken out automatically,it messed up my bank account big time.I had one bounce after another. I was so upset.But when I called Disney,and explained the situation,I was transferred to a supervisor and he was super nice.He said he would help me fix everything. I had to cancel out that CRT ADR,to get my money refinded,and went to rebook a new ADR for me,but then the system wouldn't take my card because my checking account was negative do to the bounce fees.
So then what he did was refund the money from the ADR to me,and arranged to call me back in 3 days when my account would be back to where it should be.He gave me an exact time he would call me to do this,and when that time came,he actually did call me then! I was really impressed by the customer service I recieved from him. Then not only did my money get refunded,and I got my ADR,which he had kept on reserve for me so no one else could book that slot,but he also told me to fax all the account imformation (with everything but Disney related bounce fees blacked out) and then Disney would pay all of them as well! And they did!
Yes,it should have never happened,but I was understanding that mistakes can be made,as long as they were willing to correct the damage that thier mistakes did make,which they did.And I really appreciated that!

 

[AliVal]

I had a problem with my CRT ADR,as when I called at my 90 day mark to book it,I was told being on the dining plan ,that all I had to do was give my debit card imformation,but they would not charge the amount on it.Well...they did,

Now I am freaked out - I hope to God they don't charge mine, because I gave a debit card too!!!

By the way... I work in the Lehigh Valley (Allentown to be exact... small world!)

 

[maj42169]

Although they caused you stress, they corrected the problem and you still have your ADR, so why waste any more of your time ranting about it and just keeping your stress leve high? I used to hang on to things just like this and just boil over them. It got me nothing but more miserable days. SO, I say you should just let it go and start getting excited about your wonderful trip! Have a great time!

 

[jdads2]

I understand your frustration and anger. I'm glad you got the ADR back. I remember reading an article that stated that 65% of the kids on vacation remember the pool at the hotel more than anything. As a parent, when I read that I thought "OK my kids won't remember not doing something" but you know a big part of the reason we do things for our kids is that it makes us feel good when we make them feel good. So yeah, I get a little tense when things get thrown into the fan.

I'd write the letter now and put it to the side for a couple of days then read it over. I would express your concern.

Try to imagine how the CM's job would be if there ware no errors, they could say yes to every ADR you wanted and they could give you any room with every discount. Who wouldn't want that job, being able to please everyone. In reality they're there when things don't work out and have to deal with us when we're not at all happy with "The Happiest Place On Earth".

 

[cbg1027]

Not everything can always be perfect, but I would write a complaint letter. How else is a company suppose to know customers are unhappy with something?
I'd write a short letter and then move on and enjoy your trip!

 

[Hopefully]

I would go with the part of you that says, "Let it Go". Stewing only makes you miserable, and you have the result you wanted

 

[heartofdisney]

Now I am freaked out - I hope to God they don't charge mine, because I gave a debit card too!!!

By the way... I work in the Lehigh Valley (Allentown to be exact... small world!)

Well..I see you are due to arrive in Disney in a little over a week.so I am assumming you already made you ADR FOR crt,right?
So you will be safe in that case,as this all happened right after I made my ADR"S at the 90 day mark.

Also where in Allentown due you work? I live in West Allentown!!!

 

[ShannonMB]

I can see where writing the letter would help get it off your chest, but the person reading it will probably just think, hmm, well, someone fixed the situation already, so okay, problem noted and solved. I doubt you or they will ever be able to figure out what happened, so . I'm just glad you got your time back. I actually have also read a thread where something similar happened, and thank goodness that person also got their time back.

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!

 

[maxiesmom]

Now I am freaked out - I hope to God they don't charge mine, because I gave a debit card too!!!

By the way... I work in the Lehigh Valley (Allentown to be exact... small world!)

I thought they DID charge you for CRT at time of booking. In fact, I am almost positive that they do! I was trying to decide between times to book a few days ago, and I'm sure it said payment was due when it was booked. You better check!

 

[ShannonMB]

I thought they DID charge you for CRT at time of booking. In fact, I am almost positive that they do! I was trying to decide between times to book a few days ago, and I'm sure it said payment was due when it was booked. You better check!

I have been told when booking in the past that if you have a package already booked and are staying onsite, they just hold the number. If you don't, or are staying offsite, they charge it when you reserve. Which only makes sense if you think about it, because many people use their dining plan credits to pay for the meal. You couldn't do that if it had already been charged.

 

[Alexander]

I thought they DID charge you for CRT at time of booking. In fact, I am almost positive that they do! I was trying to decide between times to book a few days ago, and I'm sure it said payment was due when it was booked. You better check!

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.

 

[AliVal]

I thought they DID charge you for CRT at time of booking. In fact, I am almost positive that they do! I was trying to decide between times to book a few days ago, and I'm sure it said payment was due when it was booked. You better check!

I told them that I was using our meal plan and they said that it absolutely would not be charged.

Also, now I feel like I better call back everyday to confirm my others because what if this happens to the other ones too?!?!?!?


HeartofDisney,
I work at Cedar Crest College.

 

[spider0215]

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.

 

[AliVal]

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.

Yes, and I failed to mention that I used over 2 1/2 hours of cell phone minutes on these calls in total.