So ticked!!!!!!

[lovin'fl]

We are going to Disney for Xmas...with my DH's entire family...15 in total. I called and made our ADRs around the 180 day mark...back in June. I made 5 ADRs originally...all for 15 people....that's why I called instead of doing it online since you can only book for up to 14 online. Now I wished I had just booked 2 tables for each place and done it online. I logged into my reservations on Disney site and noticed that my Ohana ADR is only for 14. I called them tonight and got the "yup...you have a table for 14. thanks. have a magical day" brush off. I say "but I asked for a table of 15" to which she replied "let me see.........we have nothing available...Ohana is all booked for that day. thanks. have a magical day". I say "whoa...I called back in June to make sure we got the ADRs we wanted and I booked all my ADRs for 15...she messed this one up...can I speak to a manager" and her reply was "sorry, there isn't a manager available to speak with you. you can e-mail bla bla bla". Seriously!!!! So, I hang up and figure I'll call back tomorrow and ask for a manager. And here's where it gets even better. I go back onto my reservations page on the website, just to check over everything. I notice that the Whispering Canyon on 12/24 that I canceled last night...it's still there....so I hit cancel and then realize the Biergarten Candle Light package that I had booked(to replace Whisp Canyon on 12/24) last night was not there. I click on the 'find your missing resie' button and plug in my confirmation # and phone #...and yup, you guessed it, NO RESIE. I put in all 3 of our phone #s, just to be sure and re-typed it several times...nope, not there. After I booked it, over the phone last night, I asked her to cancel the Whisp Canyon ADR and she must have accidentally cancelled Biergarten instead. OMFG!!!!!!!! So, I went online and managed to find the Biergarten CP package for 10 of us (table of 6 and table of 4)...5 were already taken since last night. I also could get a non-CP table for 5, but it's 30 minutes before the CP tables. I guess we'll make it work. I booked the Hoop-Dee-Doo today and since we are going to be using the TIW card, I wanted to be sure what show time we could get the discount on. I e-mailed the TIW people and while I was waiting for a response, I called the dining # and they told me the latest show would be discounted. Good thing I didn't book it, because the TIW folks e-mailed back and said "no not the late show, but the 4:00 show". I'm going to avoid calling the dining # anymore.

 

[lauralong81]

my gosh, I could see where you would be absolutely livid. Planning for THAT many people has got to be an insane task. I do a lot of planning for large parties at work for various reasons and it seems like something ALWAYS goes wrong, even if it's just little, it's frustrating. It's just hard to coordinate that many people.

So that said, one thing that seems to always get things in line quickly and fixed is a nicely, but strongly worded email. State facts, no emotions and copy in God and Everyone else's email at Disney that you can get your hands on. The email they gave you, plus any general email addresses for Disney complaints, etc. Start out with I'm planning this trip and it has been magical, everyone at Disney has been so wonderful and patient... always start with a compliment and end with a compliment. As short as possible, explain that you made all of these ADR's (list them all, with date you made them, date of the res, party number and time) and then list the ones that went wrong, and that you need help fixing. Don't be irate about it, or rude, Just.State.Facts. Be very clear that you made all of these ADRs waaay back in June at the 180 day mark like a good little Diser. I think it will be pretty obvious that they made all of these other ADRs for you for 15 people, so why would you make one for only 14?? And Then again, end with a compliment and a plea to help make your experience magical, thank you for whatever you can do, etc.

I guess you didn't really ask for advice... lol... but there it is. If nothing else, I sympathize with you. Just keep trying, and at least they only messed up a couple, right?? I guess this is the downfall of doing away with the magical gatherings program.

I would give them one week to respond.

 

[lauralong81]

duplicate post

 

[lovin'fl]

my gosh, I could see where you would be absolutely livid. Planning for THAT many people has got to be an insane task. I do a lot of planning for large parties at work for various reasons and it seems like something ALWAYS goes wrong, even if it's just little, it's frustrating. It's just hard to coordinate that many people.

So that said, one thing that seems to always get things in line quickly and fixed is a nicely, but strongly worded email. State facts, no emotions and copy in God and Everyone else's email at Disney that you can get your hands on. The email they gave you, plus any general email addresses for Disney complaints, etc. Start out with I'm planning this trip and it has been magical, everyone at Disney has been so wonderful and patient... always start with a compliment and end with a compliment. As short as possible, explain that you made all of these ADR's (list them all, with date you made them, date of the res, party number and time) and then list the ones that went wrong, and that you need help fixing. Don't be irate about it, or rude, Just.State.Facts. Be very clear that you made all of these ADRs waaay back in June at the 180 day mark like a good little Diser. I think it will be pretty obvious that they made all of these other ADRs for you for 15 people, so why would you make one for only 14?? And Then again, end with a compliment and a plea to help make your experience magical, thank you for whatever you can do, etc.

I guess you didn't really ask for advice... lol... but there it is. If nothing else, I sympathize with you. Just keep trying, and at least they only messed up a couple, right?? I guess this is the downfall of doing away with the magical gatherings program.

I would give them one week to respond.

Thank you. E-mail sent and auto-response back that said they'd contact me w/in 7 days. Meanwhile, I stayed up last night and re-booked the Beirgarten, though part of our party could not get the CP package and would be seated 30 minutes before the rest of our party. I got up this morning and called dining # and they found my original Biergarten ADRs...just under wrong phone #. Shew...that's good...now just have to hear back about Ohana. Thanks for your reply.

 

[lauralong81]

Good luck!!!!

 

[tarheelmjfan]

I'm glad you got Biergarten back for everyone. G/L with Ohana. If they can't change it to 15, I'd try going to the restaurant to see if they will seat all of you anyway. Odds are they will.

 

[lovin'fl]

I'm glad you got Biergarten back for everyone. G/L with Ohana. If they can't change it to 15, I'd try going to the restaurant to see if they will seat all of you anyway. Odds are they will.

That's what I was thinking. And if not, I'll volunteer to solo it at Kona. Go Heels!!!

 

[fla4fun]

You do realize that the 5 people on the non-CP Biergarten dinner won't be able to get into the show with you, right? They will have to be in the stand by line instead of the line for package holders, and may (or may not) get seats in the same show with you.

I prefer to use the online booking whenever possible. If something gets messed up, I have no one to blame but myself. But there are times when you have to call the dining line, and that's almost as bad as going to the dentist - depending on the CM you get.

 

[loganpaulsmom]

DId you talk to a CM that does grand Gatherings or just a regular CM.. when you have 8 or more you are supposed to speak to a specialized CM for larger groups.. hmm..

 

[wdw4rfam]

I'm glad you got Biergarten back for everyone. G/L with Ohana. If they can't change it to 15, I'd try going to the restaurant to see if they will seat all of you anyway. Odds are they will.

I second this. They did a similar thing to us- shorted us one person. We showed up anyways and told them no, it was made for 8 (they had 7, even though all 8 of our other ADRs had 8 ppl). They said no problems and we were sat.

 

[Myothername]

I'm glad you got Biergarten back for everyone. G/L with Ohana. If they can't change it to 15, I'd try going to the restaurant to see if they will seat all of you anyway. Odds are they will.

My thoughts exactly. I doubt very much they are going to risk a large group, 15 people, getting all upset because they messed up. I would just play dumb, show up, say I have my ADR number and I made it for 15. They can find another chair somewhere. Now you may not all be at one table and you may have to wait a few minutes while they figure it out but just put on your happy face and be persistent.

 

[lovin'fl]

Well...to update...Disney fixed my resie, so all is good (thank you Disney).
Here's our plans:
12/20- Liberty Tree dinner
12/21- Hoop-Dee-Doo
12/22- Bongos dinner
12/23- Ohana dinner (for 15...yay!)
12/24- Biergarten lunch candle light processional package
12/25- Rose and Crown lunch
Now, we are all set and just need to get there...can't wait!

 

[JuliePoppins]

Well...to update...Disney fixed my resie, so all is good (thank you Disney).

So glad you got it all straightened out! A couple of years ago, I called to book something and to cancel something, don't remember what, what I do remember is that the agent accidentally cancelled my CRT! At the end of our conversation, she was giving the details of my dining, and she says, and we cancelled Cinderella's Royal Table, blah, blah, blah.... my response was, WHAT?! You cancelled WHAT?!
She about lost it herself when she realized what she did. She was able to get it right back for me though. We both were sweating bullets and her voice was shaking! She said if she couldn't have gotten it back for me, she would have called Guest Services and they would have gotten a table for me.
Sheeesh! Yeah, I guess their only human.