So Frustrated with CRO! UPDATE PAGE 2!

[sorcerormickey]

I am not sure if I should cry or scream right now....

Way back in September, we made ressies for May 2 - 8 at WL. We sent in our deposit and everything was fine. Well, because of things that happen in life, we are only able to go May 7 - 9. So on April 4, we called and changed our flight dates and called CRO to shorten our ressie. This is where our mistake happens. We had some new CM on the phone who had NO CLUE what he was doing. Everything he did, he had to look it up in 'the book' to see if he did it right. Well, he changed our ressie to a 1-night for April 4 (the day we called!). We were not aware of this until today when I called to get the balance due on the ressie to send in a check. They said 'Oh, yes, how was your stay?' EXCUSE ME?

So I explained to the CM that we had not even gone yet, and she tells me our ressie was for 1 night on April 4. After going back and forth with her and being put on hold 10 times, she hung up on me! (On accident, but still!) So I called back again and got a really nice CM on the phone who helped me out. There was no WL available for my dates, so we are at AKL - which is fine, but been there - done that. Then I proceed to ask her about the deposit that I had mailed a check in for for the WL ressie. She says that the $ was a penalty because we did not use the ressie. EXCUSE ME AGAIN! CRO screws up our ressie and we have to pay for it? I don't think so. The CM then put me on hold for over 20 minutes (thank goodness for 800 #s), and says she just spoke with the GM of WL and he said he would "reluctantly' send us our $ back, but did not believe our story. Can you believe this? I want to cry about now. How long before the check comes? 4 to 6 weeks. How long until our trip? 27 days.

Sorry for the long post and thanks for letting me vent. Phew!

 

[TigrLvsPooh]

Sounds similar to my story... CRO messed up but they don't want to fix THEIR mistake.

Obviously the CM you spoke to was an idiot... who would want one night on the day that they call? duuuhhhh.... That doesn't even make sense. They should find you a room at WL, you shouldn't have to stay at AKL again if you don't want to.

Hopefully you'll get your refund soon. Or, maybe they could add your refund on to your room charging priveledges?? You shouldn't be punished for shortening your trip.

I doubt I will ever make a reservation through CRO again. From now on I'm going with DVC or off site.

 

[wdisneelvr]

The last CM I spoke with said they just hired 160 new people for CRO. I'm assuming that alot of these problems are due to very inexperienced people. I usually can tell right away when they are new, and excuse myself from the call. I keep calling till I know I have someone on the line that knows what they are doing. I know this is no excuse, but it could be the reason for some of the zany things that are happening with CRO lately.

 

[TKelly123]

The CRO I spoke with today at WDW DINE didn't even know what a PS was - No joke. I had to tell him. He felt like a fool.

 

[disneyag]

No excuse for the poorly trained CRO CM's. However, I ALWAYS get the CM's name and the time/date of when I spoke to him/her. I also always demand a ressie number. I keep close track of all this info in case they screw up!

ANother idea -- use DU agents. That's what I have done the past 2 trips. Let them sort it out.

 

[siouxi31]

speaking of getting their names--don't they always use ficticious names? How can these be tracked? Does anyone know? I usually take down the names but wonder if I would ever report the name given because they are fake.

 

[Bob NC]

They use the fictitious names precisely so they CAN be tracked. There may be 7 Mary's taking reservations if they used their real names. But there's only one Malificient, Tondolayo, and Mulan working on that shift.

 

[chris1gill]

OMG SorcererMickey, I am SO SO sorry... How awful, if you don't get your money from them, you keep calling & you should write a letter, this is terrible!!! (Glad you were able to get a room for the dates you need by the way...)

 

[darlene walker]

I worked for a large company for 13 yrs who used Disney's training as a role model for our company. Recently that has changed, now I know why.

 

[LKS]

Just confirming that many large call centers use all fictitious names. I was an analyst at a collection agency and let me tell you, each of those people picked a name when they were hired and always used it and if anything came in about them, we knew exactly who it was. Do not hesitate to use the names they give you.

 

[Tluvs2talk]

We have had the same problem lately. We call back until we get a CM who knows what they are talking about. I also think you should call back and speak to a supervisor and let them know you want to stay at WL. They should find you a room even if they have to give you a better room for the same price. They should have it on your file who you talked to that screwed up your reservations. We has a similiar experience and they were able to track it back to the original reservation. I would keep calling until I got some satisfaction. Be polite but firm!!!!

 

[Trekker]

Anytime we deal with CRO or WDTC I ALWAYS have them fax me a confirmation of everything we discussed. I've had to call back a couple times because what we talked about and what was on the faxed confirmation were not the same.

 

[raidermatt]

The CM then put me on hold for over 20 minutes (thank goodness for 800 #s), and says she just spoke with the GM of WL and he said he would "reluctantly' send us our $ back, but did not believe our story.

This irritates me.

I can understand how the GM and CM might not believe the story. For every legit person with a story, there's proabably 10 who are lieing through their teeth.

HOWEVER, if you are going to refund the money to ensure guest satsifaction, why make the guest feel bad in the process by saying you don't believe them? Whatever satisfaction you are gaining by refunding the money has now been lost. So now, they have given up the deposit money, and have actually p'd off the customer even more. Now THAT'S money well spent...

 

[susy]

What exactly didn't they believe?????

Which makes more sense?

- that you called back on April 4th to shorten your stay from May2-8 to May7-9


OR
- that you called back on April 4th to say "guess what ? I'm changing my May 2-8 ressies and we'll be there tonight for just one night!"


Is the manager at the WL a total MORON??????

I would call him up immediately and make sure he understands exactly what happened.
Do you have your initial ressie confirmation slip?

 

[sorcerormickey]

Sooooooo, I called the GM of WL yesterday to try to get an answer out of him. I got his secretary and she said all calls go thru her - and NO ONE from CRO or GS had called them. So now who do I believe?

Anyways, I explained the situation to her and she was very apologetic. She was going to try to find out if they could apply the $$ to my AKL ressies, or maybe have Disney $ at check-in. I did not hear back from her yesterday, so I will call her again today. Wish me luck!

 

[Sleepy]

Something similar happened to us with Shades of Green. They take ressies 53 weeks in advance. I told them I wanted to make ressies for 2 whole weeks gave dates (including DAY OF WEEK and YEAR of arrival and checkout) and when I got the confirmation in the mail I just happened to glance at the year and it was scheduled for arrival in 4 days!!!!!!!! What would have happened if we did not show up? It would have been considered MY fault! That is totally not fair and I know some people don't go on vacation and fail to cancel then say it was the reservation persons fault, but geez, why act like EVERYONE is lying? I hate making reservations for that reason. I am paranoid about the whole money issue so I look over each detail of my confirmation closely, jot down names of people and times I called so I have that info handy in case of a problem and ask. I also call back often to make sure they have everything in the computer correct. Afterall, this is MY money and MY vacation they are messing with.

I hope you are able to still enjoy your upcoming vacation.

 

[raidermatt]

Good luck, SorcerorMickey. Hope they are able to fix it for you.

 

[mom23guys2]

I had a problem with my reservation for 4/2 at AKL. I also had called to change a ressie and they changed the package but not the dates. They had me checking in the day I was leaving Disney. I hadn't checked my confirmation carefully, just looked at the price change and saw the 4/4 date and put it away. When I was packing for my trip I noticed the confirmation and thought I had misplaced my newer one. I called to check and sure enough they had the wrong dates and the AKL was full. Luckily I was transfered to a terrific supervisor(Troy) who found us rooms at WL and gave them to us at the same rate. I did thank him and explained we really wanted AKL. He kept trying everyday(We were at the Swan for the first part of our trip) Everyday when we returned to our room there was a message from Troy. First he found us i night at Akl and finally the day before our switch he was able to get our whole atay at AKL. It was just a standard room but we didn't care. He left a message at the front desk to upgrade us to a savannah if it became available overnight. When we checked in they had an upgrade to a poolview ready for us. I can't say enough about how helpful this supervisor was. He went out of his way to make our stay better. Keep calling and talk to a supervisor to see if they can help get what you want. There are usually cancellation five days out and if someone is looking out for you it helps.

 

[Luv2Roam]

"Sounds similar to my story... CRO messed up but they don't want to fix THEIR mistake."
Maybe if we all keep on complaining it will finally sink in to someone in management at CRO!

 

[Luv2Roam]

And I hate to sound like a broken record, BUT having Disney written confirmation as proof doesn't mean squat to CRO. Written confirmations from CRO mean absolutely NOTHING, and I know that from RECENT personal experience.