Pushy Cm's when making reservations..anyone else?

[willis37862]

I called last week to price a couple of different packages for this fall. I was trying to do it online but the site wouldn't load or I would get a message saying they couldn't help me then or some such thing. So I get a very nice person on the phone who gives me the prices for the different packages I am interested in and then I tell him thank you I will need to go over this and see which one will fits our needs now that I know the rates and availabilty ....thats when the hard sale starts. He starts with Why can't you just book it now and cancel later ? ...You know you can cancel later right?....Why is it cause you have to ask your husband if you can book it? . That last one was the one that ticked me off. Excuse me! First of all I am an adult capable of making decisions for the family and second why is it a bad thing to talk to your mate when making vacation plans. I told him then that I really needed to go and Thanked him again for his help but he wouldn't let it go....so I got 10 minutes of help and 15 minutes of trying to get him to let me go. Finally he says I can hold this for you and you will have 14 days to call back with deposit so I agreed to get away from him. Then when the email invoice comes he tacked on insurance without asking me if I wanted it. Is that the norm to add it to the package without asking It was a very annoying experience.

It is the first time I have felt like I was being sold a time share instead of just trying to book a vacation . I was wondering are they on commission? Has anyone else experienced this or was it a fluke? Like I said he was very nice but very pushy. I would be interested to find if anyone else has had this experience.

 

[minnie61650]

Simple answer.
I read that the he CM's are given a certain quota they have meet or they will lose their job.
That may be why the CM wanted you to at least book a room temporally.
He/she spent time looking up the info when he/she could have booking rooms for other customers.

That may also be why the CM's are not as chatty as they use to be. The less time spent on each call means a better chance to reach the quota.

Just my 2 cents.

 

[Taja]

I don't know how Disney operates, but he probably gets a commission on the insurance and meets some type of weekly/monthly quota on bookings.

Packages generally include insurance unless you decline it. At least, the two packages I've booked through WDW online did. You had to physically "uncheck" the insurance box if you didn't want it.

No excuse for being pushy, though.

 

[Alicnwondrln]

Linda is right
they have a quota and goals and have to reach them or they can be fired.

 

[willis37862]

Well that would make more sense. I thought there must be a reason he was so pushy after being so nice. I would rather them just tell me the reason they are being so pushy then I would be more willing to book the package but just being pushy and rude about it doesn't sit well with me. I think Disney giving them quotas is just a bit more down the drain.

 

[lilyv]

This was exactly what made me check out Dreams Unlimited for our 08 trip. I felt so uncomfortable talking to the CM, and I've not had that experience before. They just sounded so desperate, and it was awful.

With Dreams, I could outline exactly what type of trip I wanted, and voila, I got a great quote. No pressure, no discomfort. I booked with Dreams and have been really happy.

I still feel bad for any CM's who are put under a quota system. Disney vacations aren't cheap, and most guests need some time and a few calls to make a decision. That should be considered normal--and not count against some poor CM that's just trying to make a living making reservations.

 

[willis37862]

This was exactly what made me check out Dreams Unlimited for our 08 trip. I felt so uncomfortable talking to the CM, and I've not had that experience before. They just sounded so desperate, and it was awful.

With Dreams, I could outline exactly what type of trip I wanted, and voila, I got a great quote. No pressure, no discomfort. I booked with Dreams and have been really happy.

I still feel bad for any CM's who are put under a quota system. Disney vacations aren't cheap, and most guests need some time and a few calls to make a decision. That should be considered normal--and not count against some poor CM that's just trying to make a living making reservations.

I agree. I would hate to know I had to make so many sales a day to keep my job. I didn't think about using Dreams but I just might consider that for our next trip, it might be nice to have someone else deal with all of that and take some of the stress out it. Thanks for sharing I will definitely think about it for our next trip.

 

[kaytieeldr]

Well that would make more sense. I thought there must be a reason he was so pushy after being so nice. I would rather them just tell me the reason they are being so pushy

I bet they're not allowed to tell us that.

 

[dawgsgirl]

I hate dealing with Disney. Sometimes its like playing some kind of game. I have had great CM's and really bad CM's. The quota thing is getting out of hand. Twice in the past year I have had trips booked when I said I was not interested. Of course, they did not charge me the deposit, but I was quite surprised when the ressie came in the email.

 

[abirdd]

Had a really bad experience this past Feb, when I was booking for a May trip. The 1-800 number had not been working, so I dialed long distance from Canada - 10 minutes of getting info, and then 15 minutes of trying to explain I needed to clear with the DH before booking. I actually had to threaten to hang up, before he left me alone.

When I called back, I managed to get a wonderful "grandma", to whom I explained my previous experience - and why I was considering never booking directly with Disney Travel again. She explained about the quota, and apologized while providing me with an email addy to address my concern. My worry was people booking for the first time - and not knowing about their rights, for lack of better definition.

In any case, I now book online - and it's MUCH easier and far less stress

 

[CR Resort Fan 4 Life]

I wouldn't call this a bad experience but last December a few days after we had made our reservations for our trip this past August, my Dad called CRO to ask them why we could not view our reservation online and when they would send a confirmation to our e-mail? After he got off the phone he got the feeling the Cast Member did not really care because we weren't making any reservations and etc.

 

[willis37862]

Had a really bad experience this past Feb, when I was booking for a May trip. The 1-800 number had not been working, so I dialed long distance from Canada - 10 minutes of getting info, and then 15 minutes of trying to explain I needed to clear with the DH before booking. I actually had to threaten to hang up, before he left me alone.

When I called back, I managed to get a wonderful "grandma", to whom I explained my previous experience - and why I was considering never booking directly with Disney Travel again. She explained about the quota, and apologized while providing me with an email addy to address my concern. My worry was people booking for the first time - and not knowing about their rights, for lack of better definition.

In any case, I now book online - and it's MUCH easier and far less stress

Yep thats exactly what happened to me. It's sad when you dread having to call Disney It should be a happy thing booking a vacation. And just try and find two cm's that will give you the same answer to a question. I have to give the DIS credit , if it wasn't for this place I would be lost when trying to deal with Disney.

 

[minnie61650]

When calling Disney the prerecorded message gives the caller 4 choices.
#1 to book a new reservation.
#2 to modify an existing reservation.
#3 Dining
#4 Planning video or any other questions.

If anyone is seeking answers such as availability, prices, checking existing reservations etc. you should press option #4. I think the option #4 CM's do not need to meet a quota. Every time I call them they have been very friendly and helpful and I get the feeling they are not being pressured for time.

Just my 2 cents.

 

[CR Resort Fan 4 Life]

When calling Disney the prerecorded message gives the caller 4 choices.
#1 to book a new reservation.
#2 to modify an existing reservation.
#3 Dining
#4 Planning video or any other questions.

If anyone is seeking answers such as availability, prices, checking existing reservations etc. you should press option #4. I think the option #4 CM's do not need to meet a quota. Every time I call them they have been very friendly and helpful and I get the feeling they are not being pressured for time.

Just my 2 cents.

I thought WDW had seperate numbers for making hotel reservations and ADR's, or does it not matter which number you call?

 

[PrincessV]

I thought WDW had seperate numbers for making hotel reservations and ADR's, or does it not matter which number you call?

Form what I understand, it matters not what number you dial - it all goes to one of two call-in centers.

YES, I've been the recipient of the pushy reservationist and I was NOT happy. In my case, I'm an annual passholder, I live under 2 hours away and I know exactly what I want. Used to be, I'd tell the CM what hotel I wanted to check with my AP rate, we might go through a couple options, I'd make my ressie, say thanks and hang up. Now, all of the above happens, followed by endless requests to buy more, more, MORE! The last time I called, I politely explained that I've been coming to WDW 20-30 days a year for 15 years - I really do know what I want and do not appreciate what I feel like is badgering me to buy anything beyond what I asked for. Enough!

 

[disnut8]

I thought WDW had seperate numbers for making hotel reservations and ADR's, or does it not matter which number you call?

Minnie is right - they do give you the options above. And they always give you the dining option when you call the main Disney number (407-WDW-INFO). Most people don't realize there is a separate number for dining (407-WDW-DINE).

Good advice on pressing option 4 if you aren't surea bout booking a trip when you call. If you get the info and decide you do want to make a reservation, you can do it at the same time. If not, no big deal and no pressure.

 

[willis37862]

When calling Disney the prerecorded message gives the caller 4 choices.
#1 to book a new reservation.
#2 to modify an existing reservation.
#3 Dining
#4 Planning video or any other questions.

If anyone is seeking answers such as availability, prices, checking existing reservations etc. you should press option #4. I think the option #4 CM's do not need to meet a quota. Every time I call them they have been very friendly and helpful and I get the feeling they are not being pressured for time.

Just my 2 cents.

Good advice on pressing option 4 if you aren't surea bout booking a trip when you call. If you get the info and decide you do want to make a reservation, you can do it at the same time. If not, no big deal and no pressure.

I guess I have never listened long enough for them to get to number 4 So thanks for the advice I will have to try that next time and see if it helps.

Form what I understand, it matters not what number you dial - it all goes to one of two call-in centers.

YES, I've been the recipient of the pushy reservationist and I was NOT happy. In my case, I'm an annual passholder, I live under 2 hours away and I know exactly what I want. Used to be, I'd tell the CM what hotel I wanted to check with my AP rate, we might go through a couple options, I'd make my ressie, say thanks and hang up. Now, all of the above happens, followed by endless requests to buy more, more, MORE! The last time I called, I politely explained that I've been coming to WDW 20-30 days a year for 15 years - I really do know what I want and do not appreciate what I feel like is badgering me to buy anything beyond what I asked for. Enough!

I was kinda hoping the pushy Cm's was a fluke and not a new trend !
I sent Disney an email about my booking experience and the fact that no two CM's gave me the same info about the Deluxe Dining. I knew more about it than both of them.

 

[mickaholic4077]

The toll-free number that works is 1-877-939-3732.