Rude Cast Member At CRO

[DisneyFan86]

Guest Services could not help me. Leaving me no choice but to write an email the gentleman told me. So heres a heads up to the email I am sending.
To Whom This May Concern,
On Sunday, January 23rd, I called your central reservations office to inquire on a late or missing recent confirmation on a reservation that I had modified. In doing so, I spoke to a wonderfully helpful cast member by the name of Eduardo. When I spoke to him and gave him my information he notified me of the many inconsistencies with my file and reservation. First, he could not have deciphered the difference between the two households which were allegedly registered under the same address. Which should not have happened being that I live with my parents in a single family home. Secondly, I noticed that he had trouble trying to find my reservation in the file. That was when I had noticed we ran into some difficulties. You see on January 15th at 8:45 am, I had spoken to both Elsa and Maryann regarding my current reservation at the Port Orleans French Quarter. I mentioned that I would like to change my reservation over to one of your home away from home resorts because of budgetary reasons. In doing so, she quoted me a rate at the Boardwalk villas close to $3000.00 for a studio. She also quoted me a rate of $168 per night at the Fort Wilderness Cabins, $59 per night at the Pop Century, and $154 per night at the Wilderness Lodge Villas for a studio. She then quoted me the rate that would make my Disney dreams come true, it would be the rate that would make this magical trip all the more better and economical in my eyes! She quoted me a rate of $890.00 for the entire stay at either the Old Key West Resort or the Saratoga Springs Resort in a one bedroom villa!!! Her tag line was it was just $9.00 more than the French Quarter but it would be a lot more efficient and economical while on vacation. I then asked for her to describe the room, she said it would have a fully equipped kitchen or kitchenette, a king sized bed in the master bedroom and a sleeper sofa in the living area, and most of all a view of the golf course! I figured mites well hop on this offer and save some money for the next trip which I'm thinking will be for Christmas this year. She then told me that the reservation number will remain the same and NOT change she also asked me to verify my credit card information and said I was confirmed at Disney's Old Key West resort and I will receive a confirmation in the mail within 7 business days. Well, that being said hence the reasoning behind my concerned phone call. Eduardo the cast member that dealt with my call noticed that their was no way possible he could help me. Therefore he transferred my call over to guest services where I spoke to a man by the name of magruder. I then explained to him the problem at hand and he persisted on the notion that he could not do anything for me with the information provided. Then he said for me to write an email to guest communications. I asked repeadily to speak to a supervisor and it seemed by what he said that their was nothing either could do because this does not follow protocol. He gave me many reasons as to why he could not honor me my confirmed rate. Which I feel on my part is unfair being that I have made an itinerary of sorts because of the confirmation they gave me. I have since then purchased airline tickets, theme park admission, reserved limo transfers to and from Orlando International Airport, looked into pre stocked grocery options for the villa and have invited relatives of mine to experience Disney with me. Being that a toddler is coming with me, the kitchen is my main purpose in writing this correspondence. It is their first time to Disney and a fully equipped kitchen is needed to prepare tailored dietary foods and milk for the toddler. Since before I was born, I have gone with my family to Disney World almost on a yearly basis. Now that I would like to share that experience with a family member of mine, I'm being told their is no way possible anyone can honor this rate. Please reconsider what your guest services department so quickly shot down. I also ask of you to spread the magic that Disney is so well known for and to not leave the sour note that I currently have in my head. I would like it if you please contacted me regarding this situation. Please do not cancel this reservation or the French quarter reservation. Also, Tell Mickey and Minnie I said hello! and I cannot wait to see them!!
Warmest Regards,
Dee

I'll keep you posted on how this goes. What do you think Disney will do?

 

[Ladyhawke10]

When a rate sounds too good to be true, it most likely is. Sadly, I would pretty much count on the fact that you don't have a One Bedroom Villa.

I agree, probably not. However, once in a great while they do honor misquotes. We received something called "special reservations" when we stayed at the Yacht club and received a handicapped room (we hadn't asked for one, and it wouldn't work because my then toddler needed access to a bathtub). Well, I called the special reservations number and received an offer for a complimentary future stay at either the Yacht or Beach club. I chose the Beach club and was very excited. It was even in concierge!! I received a confirmation letter from CRO with no price on the letter, just the CMs name who'd told me we'd been given a complimentary stay. Well, when we went to take the trip itself, the room cost turned out to be 170.00 a night! Given it was deeply discounted, it still was not the complimentary rate we'd been quoted. I think it would be technically illegal if one were given the chance to take a free vacation and then charged something different after flying all the way out when the confirmation letter also stated no fee (I'm guessing). Anyway, apparently it was a mistake that the CM offered us the free stay, but they honored it anyway. If you get the letter saying it is the rate you were quoted, they will honor it!

 

[VickiVM]

This is just my personal opinion - but I think you've gone as far as you can with this. I don't feel Disney will honor a rate that was either miscommunicated or misunderstood especially when that rate is so far below any reasonable discount. If your reservation was paid in full with a confirmation letter stating your accomodations would be in a 1 bedroom villa, then that would be a different scenario. But at this point it's simply one person's word vs. another's.

The email you sent was perhaps a little too over the top. I'm sure WDW gets requests daily asking them to 'spread the magic' in some form or fashion that they simply cannot fulfill because it is cost prohibitive.

[Which I feel on my part is unfair being that I have made an itinerary of sorts because of the confirmation they gave me. I have since then purchased airline tickets, theme park admission, reserved limo transfers to and from Orlando International Airport, looked into pre stocked grocery options for the villa and have invited relatives of mine to experience Disney with me. Being that a toddler is coming with me, the kitchen is my main purpose in writing this correspondence. It is their first time to Disney and a fully equipped kitchen is needed to prepare tailored dietary foods and milk for the toddler.]

If your intention all along was to visit WDW, then airline tickets, admission tickets and transfers would still be a necessary expense regardless where your accomodations were. Also, all mods and deluxes come equipped with a refrigerator. A full kitchen is not necessary to prepare meals for a toddler.

[/QUOTE]Since before I was born, I have gone with my family to Disney World almost on a yearly basis.

Since before you were born??? Truthfully, if this is the case then you must have some clue that a 1 bedroom villa with kitchen facilities is way more than just $9 more than a moderate.

Not trying to be rude but you did ask how we thought Disney would respond to your email.

 

[Ladyhawke10]

I have to concur to the above response. I was busy writing a response to your OP before I saw the letter you'd written to CRO (which posted before my response did). Anyway, I think if I'd found out that the complimentary rate that I was given was a misquote long before the trip, I wouldn't have pressed it. My situation was different because it was through special reservations (where the offer of a complimentary stay was not out of the range of possibility) and I got a letter from the CM after our call...if I had called regular reservations and got an unreal quote for the Beach club, and then no letter, I would give up. I understand that you were excited about the Old Key West, and the problem w/ the misquote should be noted, maybe they can give you late check out at POFQ or something...but I don't think they are going to honor the original quote. I got a coupon once for a Sheraton that offered me an unbelieveable rate, and when I called it was booked, and then later I was informed it was an incorrect rate and could not be honored. Really, this stuff happens. They are human over at Disney, even if they seem to offer magic

 

[eeyore0062]

WOW, that was quite a letter!

Hope everything turns out the way it should!

 

[Sammie]

I would just chalk it up to a misunderstanding, keep your previous room and let it go.

 

[airjoe]

A rate of less than 90.00 per night for a one bedroom suite is totally unrealistic. I don't think you have a snowballs chance of getting it.

It sounds like you were shopping around and were quoted a lot of diffrent rates for a lot of resorts, and you probably were confused about what you were quoted.

The price you got for the moderate was good and you won't get a better rate than that.

Without a written confirmation I wouldn't expect anything to be done about it.

 

[java]

The calls are taped. You could request a review ofyour original conversation if you provide when you called. This does not happen overnight though and we had this done a couple of years ago- ours was because of the rude way someone was speaking to us. But they did get back to me a few days later and quoted some comments from the call so I know they listened. Just a thought, although I agree that that is way low for the villa but hey you never know.

 

[jillhou]

I am still VERY confused...a question for the OP....

HOW in the WORLD was this cast member RUDE to you? You never mention his rudeness......how does he qualify as rude?

 

[Ladyhawke10]

I am still VERY confused...a question for the OP....

You never mention his rudeness......how does he qualify as rude?

Yes, I was wondering this too, but I was guessing that maybe it was another CM at CRO that was rude when the OP asked about the under/90$ a night rate and wouldn't honor it when a letter didn't arrive...it that a correct assumption or was the original CM who quoted you the super low rate rude?

 

[DISNEYFAMILYOFFOUR]

I would just chalk it up to a misunderstanding, keep your previous room and let it go.

I agree.

 

[LadyTrampScamp&Angel]

Quote:
Originally Posted by Sammie
I would just chalk it up to a misunderstanding, keep your previous room and let it go.

I know it's disappointing but I agree also.

I used to be a travel agent and occasionally a tour company would goof on a quote given to me, that I would pass on to a client, before the tour company notified me of the mistake. Talk about being in the hot seat - I HATED when that happened. Unfortunately what I was told by my management (I worked for AAA) and the tour company - a quote is just that - it's not binding and if you don't have anything in writing - well, that just makes it worse for your case. I really can't see getting the room at OKW for under $100/night. They might offer you a good rate somewhere but it more than likely won't be that good.

Sorry, it is a huge letdown but better to be prepared for it.

 

[RoyalCanadian]

The email you sent was perhaps a little too over the top. I'm sure WDW gets requests daily asking them to 'spread the magic' in some form or fashion that they simply cannot fulfill because it is cost prohibitive.

I agree with VickiVM here -- the OP's email to Disney was overly dramatic and, at the least, should have been run through a spellchecker prior to being sent to Disney. (e.g. "mites well" for "might as well"; "repeadily" for "repeatedly.)

The price should have been the first clue that this quoted rate was a mistake. Clue # 2 was that the reservation number didn't change; Clue # 3 was that the reservation info available online still showed POFQ. The OP suspected this was all a mistake -- otherwise why would she have been afraid to call CRO to confirm the information?

 

[DisneyFan86]

i'm sorry about all the problems ive started over with disney, but i did sike myself up for the unrealistic. i hope that all in all it will be a great tripwhether or not i am at the OKW. the only thing i was not happy with and did not mention it in the email was that when I was asking quotes for multiple resorts, the CM was rude with her tone and attitude, and making sounds such as "uhh" or "sigh" made me feel uncomfortable almost as if she didnt want to be bothered with giving me the information i need. she was also rude in having a three way conversation with myself, and another cast member at CRO. the way this woman represented herself and disney was not up to my standards. my son works for Abercrombie and Fitch's customer service department and i know that we are not allowed to act in such a manner with our customers, they are vital to their success. i'd also like to give a big thank you to everyone on the boards because if it was not for a friend of mine who referred me to these boards, i would have gone down their not knowing and really been in a pickle when i arrived. thanks alot though all of you.
p/s i plan on keeping the room at the POFQ no matter what! theres always next time to dream of the OKW
dee

 

[n2mm]

I would go to http://wdw.reservations.disney.go.com/cgi-bin/WebObjects/TravelDWIBC.woa/

Log in

Enter your ressie number and see what it says.

You can view it all online.

Duds

OK, so you learn something new everyday. I never knew you could check your ressie online if you DIDN't make your ressie on line. I have to call a special CM line to make my ressies, so clicked on your link and sure enough, I can access my ressies right there. It gives me a list of all traveling in my party (most of the names are spelled wrong). It even quotes my CM discount rate on the ressie. Thanks for posting, this is good to know!!

 

[jillhou]

so WHAT HAPPENED??????????????????????????????????????????????

bump bump

 

[jillhou]

WAS THERE EVER A RESOLUTION OF THIS MATTER???

Did Disney honor the perceived reservation or not????

 

[eeyore0062]

If they honored the rate, I think the original OP would have been shouting it from the rooftops, so I am assuming that it wasn't honored.

 

[DisneyMim]

Just my 2 cents. I think CRO works as hard as they can, but things change so fast and sometimes they do not know what they are doing. To lighten things up..... a few weeks ago hubby called for a quick 3 night stay. We were quoted $3300 for a three night stay in a regular room at WL. Hubby told the CM he wanted to just stay three nights, not buy the room. He thanked him and called back 5 minutes later. This time we got an experienced CM who knew exactly what she was doing and we had our AP rated WL room for three nights at the rate we expected. Bottom line, you have to know what your doing before you call CRO. I hope all works out well for the OP. Disney does often misquote rates, it's just a mistake, that's all.

 

[Sammy]

.....Bottom line, you have to know what your doing before you call CRO. I hope all works out well for the OP. Disney does often misquote rates, it's just a mistake, that's all.

Absolutely! I can't tell you how many times I've mentioned information to a CRO CM, only to find out they haven't a clue what I was talking about; Upon their further investigation, they usually find it to be true!! I always say a quick 'thank you' to the DIS Board gods!