Reservation Nightmares

[snappy]

I think ninja mom was referring to CL planners/services not DVC members services. Two different things

 

[MusicalAstronaut]

Not the Contemporary but I had back to back strange interactions with the call center yesterday. The first seemed really, really unfamiliar with the idea that there were resorts at WDW. The second kept insisting that my (well outside the 30 day window) package could not be cancelled. When I told her I didn’t think that was correct and I’d try again later she hung up on me!

Not nearly the same, but I called Disney dining last month when trying to make an ADR for 10 people at Ale & Compass. The website said something like "You cannot make a reservation for a party of this size, please call Disney Dining at X". So I did, and the first CM challenged me with a fairly aggressive "WHO told you to call??". When I repeated that it was the website she relaxed. She then said SHE couldn't do it either, and I had to call A&C directly. Of course, there is no phone number for that. She sent me to the switchboard, told them to connect me, and then let me go. No one picked up and I left a message. I called again 2 days later after getting no call back. This CM directly transferred me to the switchboard instead of handing me over themselves. The switchboard CM seemed very disgruntled to get a guest on the line. I told them exactly what the CM said to say "I need to speak with someone directly at A&C about a large party dining group" but they transferred me back to the generic Disney dining number. New CM, I told them the whole story, and they gave me the direct switchboard number and hung up. I call THAT number, tell them the whole story, was told they'd transfer me, and I got sent back to Disney dining general #. Called back yet again. Repeat story. Ask to be sent to A&C not Disney Dining because they keep sending me back this way. I get A&C's voicemail again, leave a new message, never heard back. Guess they really don't like large groups.

 

[DisneyGirlMI]

Not nearly the same, but I called Disney dining last month when trying to make an ADR for 10 people at Ale & Compass. The website said something like "You cannot make a reservation for a party of this size, please call Disney Dining at X". So I did, and the first CM challenged me with a fairly aggressive "WHO told you to call??". When I repeated that it was the website she relaxed. She then said SHE couldn't do it either, and I had to call A&C directly. Of course, there is no phone number for that. She sent me to the switchboard, told them to connect me, and then let me go. No one picked up and I left a message. I called again 2 days later after getting no call back. This CM directly transferred me to the switchboard instead of handing me over themselves. The switchboard CM seemed very disgruntled to get a guest on the line. I told them exactly what the CM said to say "I need to speak with someone directly at A&C about a large party dining group" but they transferred me back to the generic Disney dining number. New CM, I told them the whole story, and they gave me the direct switchboard number and hung up. I call THAT number, tell them the whole story, was told they'd transfer me, and I got sent back to Disney dining general #. Called back yet again. Repeat story. Ask to be sent to A&C not Disney Dining because they keep sending me back this way. I get A&C's voicemail again, leave a new message, never heard back. Guess they really don't like large groups.

Did you try calling the Yacht Club directly and asking them for the number to A&C? They should have it?

 

[Dave006]

I'm pretty sure over a year ago they eliminated the individual resort based Club Level itinerary planners and centralized all of the planning to one downsized office. It sounds like there may have been another change and the people doing this work have no actual idea of what they are doing.

I think you missed the details of the issue being discussed. The PP has issues with CRO concerning a CL reservation that was messed up. They did not have any issues with DSS or the skill level of individual DSS representatives. We have always found that the new consolidated DSS team that now works 7 days a week are very competent and helpful.

Dave

 

[MusicalAstronaut]

Did you try calling the Yacht Club directly and asking them for the number to A&C? They should have it?

I didn’t. I just walked over to A&C when I arrived, haha. The CMs I talked to said you had to go through the switchboard when I asked for the number, though I don’t know if that’s correct.

 

[ColoradoMom12]

I had an experience a few months ago where I called to ask to have two reservations (both CL at the WL) combined into one. For some reason, I wasn’t able to book 5 consecutive nights, but I was able to make the reservation as 2 days followed by 3 days. I called to ask them to combine them into one reservation. The CM on the phone said she had taken care of it for me. Later, I was looking at MDE, and I discovered that instead of combining them, as I’d asked, she had rebooked me into. Courtyard view (not CL) room for all 5 nights. The CL room as no longer available any way I tried (5 consecutive nights, 2+3 nights, 3+2 nights, 4+1, etc). I called and was put through to guest services. They were able make a 5 night CL reservation for me. If I hadn’t checked in MDE, though, I never would have been aware of the error. Now I always check after I call and talk to a CM to make sure my reservations are correct.

 

[starrysky]

Glad the OP got it sorted out. A few years ago DH and I arrived at OKW to be told they couldn’t find our booking at all, this was before the MDE app, I’m tired (we had flown from the Uk) and a bit distraught as I couldn’t figure out why they didn’t have us booked in. Then we get told oh your booked in at SSR we can’t give you a room here. Thankfully I had my paperwork as well as email confirmation to show we had indeed booked at OKW, finally they agreed and we got a room. Turns out when I had called to make a adjustment to my room the CM has managed to move my booking to SSR.
Disney aren’t perfect but some of the errors they make do have me scratching my head.

 

[bumbershoot]

We have WONDERFUL customer service through DVC Member Services.

But this isn’t DVC member services being talked about.

Did you try calling the Yacht Club directly and asking them for the number to A&C? They should have it?

How does one get the YC direct number, though?

The PP has issues with CRO concerning a CL reservation that was messed up. They did not have any issues with DSS or the skill level of individual DSS representatives.

This happened shortly after she communicated with a DSS person and it was that same person who called to say the reservation was not CL. So that person had taken her info, gone into the system, I assume checked her reservation at that time, and made the arrangements. And THEN noticed it wasn’t CL?

This is a DSS issue and I’d bet it was with that specific guy to begin with.

 

[DisneyGirlMI]

How does one get the YC direct number, though?

It’s on Disney World’s own website.

 

[dansdad]

How does one get the YC direct number, though?

It’s on Disney World’s own website.
View attachment 406135

Only that number does not get you anyone actually at the Yacht Club. Just like any number you find posted online, it gets you to a central call center off site.

 

[Dave006]

How does one get the YC direct number, though?

It’s on Disney World’s own website.

Only that number does not get you anyone actually at the Yacht Club. Just like any number you find posted online, it gets you to a central call center off site.

Disney has intentionally obscured any direct number to each individual resort. They simply don't have the extra staff to sit around to answer calls all day. Disney also don't want guests to get a busy signal or have a phone ringing for ever if there is not a CM available to answer a call vs interacting with a Guest in-person at a resort.

In this specific example the published phone number 407-939-7000 is shared by the YC and the All Stars Movie resort. Yes some resorts have a posted dedicated phone number but again it does not go to the actual resort. All calls to these published number go to a non reservation related call center as @dansdad has indicated.

The agents at this call canter can handle general resort questions and update your reservation to reflect any changes you want to make to "requests" to be noted on your hotel reservation. They don't make reservations or take payments or make ADR for restaurants.

Dave