SOG problem - help!

[rigs32]

DH and I are going to DW 7/20-7/26. We're going with a performing group so that 6 nights at POR with a 5 day hopper plus is about $1200 for both of us. One problem, is we have to decide soon whether to take the package or to do it on our own.

We're thinking about using the military discount to get 7 day hoppers, which come with 4 plus features and banking the remaining days for the future.

We called SOG to see if there were any CR rooms left, and if not, hopefully book at POR (to be with the group) using the upsell rates. We called, and called, and the phone was busy for about an hour. So we sent an email and included our request about the upsell rates at POR, or any other onsite resort.

After two days, we received a reply saying "sorry we're booked, you're on the wait list" and nothing to address the upsell rate question. We tried to call, and after being on hold for 30 min, DH left a message. Of course, we have not heard back in the last 2 days.

We also emailed questioning why they did not repond to our question. We were told that they will not do upsell rates until the waitlist is closed!?! So, if we were late in trying to make a reservation we could get an upsell rate, but since we weren't we can only be on the waiting list and not get one? Has anyone else had this problem?

Any advice on how to get through to a live human over there and how to convince them to let us book at an upsell rate and not wait for months on a waiting list?

 

[LeapYear Debbie]

Hi, every time I have called SOG the average wait on hold has been approx. 30 minutes. I called yesterday to confirm my waitlist reserviation and was on the phone 25 mins and I called at 8:30 am when they opened. The number is toll-free so it is not costing you anything. Unfortunately, you just have to sit and wait...

Debbie

 

[disykat]

I live on the West Coast so when I made reservations I set my alarm clock really early. I had minimal wait time. Before trying that I sat on hold for so long I never got through.

 

[maddiesmommie]

I have called SOG several times in last two weeks re; our trip in may. When I called the first time, the waiting list was not yet closed and I signed up for the CR. But, the rep also gave me the overflow rates for some of the other resorts, one of which was POR for 89$ a night. I decided to think about it and stayed on the wait list. A couple of days later i called back ( 25 minute wait average) and I switched our ressies from wait list @ CR to POR. My point is they had no hesitation in providing me with overflow rates for the other resorts and the wait list was not yet closed when they did it. Ask for the "overflow rates" at other WDW resorts. ( I had opportunity for Wilderness, AKL and Fort wilderness cabins all at very good rates) I called at what would be 11:15 am Florida time. Don't call between 4:30 and 5:00 Florida time, you will not get through. Keep trying and try to actually talk to someone and you will have good luck!

 

[MLAinVA]

While we were staying at CR last week as SOG guests, we stopped in to confirm a future reservation with SOG. There was only one reservationist working and this was a mid-morning timeframe, leading me to believe that the SOG reservation desk is pretty short-staffed. And now that it is less than a year before the expanded SOG opens, she is responsible for booking 500+ rooms! I'm not surprised that the phone waits are getting very long. But the reason we stopped by while we were there was the e-mail reply issue. Even though SOG says to use the e-mail method to communicate, either I don't get an answer or the answer totally misses the question I've asked.

 

[FirstNo]

Originally posted by rigs32
We called SOG to see if there were any CR rooms left, and if not, hopefully book at POR (to be with the group) using the upsell rates. We called, and called, and the phone was busy for about an hour. So we sent an email and included our request about the upsell rates at POR, or any other onsite resort.

After two days, we received a reply saying "sorry we're booked, you're on the wait list" and nothing to address the upsell rate question. We tried to call, and after being on hold for 30 min, DH left a message. Of course, we have not heard back in the last 2 days.

We also emailed questioning why they did not repond to our question. We were told that they will not do upsell rates until the waitlist is closed!?! So, if we were late in trying to make a reservation we could get an upsell rate, but since we weren't we can only be on the waiting list and not get one? Has anyone else had this problem?

Any advice on how to get through to a live human over there and how to convince them to let us book at an upsell rate and not wait for months on a waiting list?

I know I've mentioned this before, but it seems worth repeating.

1. This is the 'busy' season for SoG. Every Jan thru about mid Apr, you can expect 30-45 min wait on the phones (I'll get to email later). This is the time when every one suddenly realizes spring break and Easter are coming so, they call at the last minute, along with the people who realize summer isn't far behind. It happens every year and is nothing new. If you want to speak to a live person, you better clear an hour out of your schedule and be prepared to hold. Don't get testy with them and make snide comments when you finally get through. I'll gurantee you, you aren't the first to make them and they do nothing but irritate the agents. It's not THEIR fault. It's the fault of the people in charge (I'll get to that later, too).

2. Email - After I left, they had massive computer problems (they have computer people there who have no idea as to what they are doing. They can't hire more qualified people because they refuse to pay them a decent wage for the job they do). Instead of having 5 or 6 computers that can be doing email at the same time (even though they only had 1 person, more or less, qualified to do email when I left), they now only have 1. They do have other people that help out with the email (there's a different girl on Saturdays and there's another who can help during the week if the main person is out...however, I've mentioned that the manager feels the phones are more important and the main email person has been pulled to answer phones). However, the main person made it extremely clear to me that she did not want to do the job. She was a front desk worker who needed work. The hotel hired her back making it clear she had to take the email back up position. She wasn't happy doing the job, but she needed the work. This became increasingly clear throughout her training. She simply doesn't care. I can't begin to tell you how many times I had to reanswer guests because they asked specific questions or made requests and she never addressed them. She made (and I'm sure still does) a LOT of mistakes, but there is no longer any one checking them (since I'm not there and was the only one who cared). I wouldn't bother sending another email. She probably won't read what's really there again. Best bet is to call.

3. Management - I won't go into details, but let's suffice to say that management doesn't care. You have a reservations manager who used to be a front desk manager and went down there with NO EXPERIENCE IN RESERVATIONS. She received little help from her superiors (according to her) and became increasingly frustrated with what was happening. This manifested itself in an "I don't care any more" attitude that she ended up having before I left (I got tired of people not caring and was one of the many reasons I left). She hates email. Refused to learn it (I tried a number of times to get her to come up to my office so she could at least have an idea) and would be happier if it went away. From what I heard, she's moving over to the CR as a liason until the hotel re-opens. I imagine she'll be going back to the front desk. The new manager is, again, someone with no experience (unless things changed and they may have).

Put all simply, none of this will change unless people start complaining and complaining to the right people. In their defense, I can tell you from experience that during the busy season, it was nothing to reason 1000 calls and 250 emails a day. When you only have one person handling email, and that person won't push themselves (can't really say I blame her about that), she's lucky to hit 150 a day. You're lucky it only took two days for her to respond <g>.

I'm sorry for your troubles. I truly am. But, other than telling you you'll need to call to get the correct service, I don't know what else to tell you. I was tired of the stupidity and got out of there. I miss the job I had, but I don't miss the frustrations.

 

[khawk]

I called SOG last week and made reservations. I am planning on staying there from May 7-13, 2003. The CR is full for may so they were going to put us in POR but my problem is we have 5 people wanting to stay in one room. 3 adults and 2 kids. (me,my kids and my parents) When they found out it was 3 adults and 2 kids they said we couldnt stay at POR and made ressies for Best Western Lake Buena Vista. This is on disney property at downtown disney but not a disney resort. I had my heart set on staying at a disney resort. We are able to stay at LBV for 89 a night. Does anyone know what other disney resorts 5 people could stay in one room at for under 100 a night? Also, what is the email address for SOG? I could email them with my questions about other disney resorts but I have not been able to find an email address for them. Thanks.
Kim

 

[FirstNo]

Originally posted by khawk
I called SOG last week and made reservations. I am planning on staying there from May 7-13, 2003. The CR is full for may so they were going to put us in POR but my problem is we have 5 people wanting to stay in one room. 3 adults and 2 kids. (me,my kids and my parents) When they found out it was 3 adults and 2 kids they said we couldnt stay at POR and made ressies for Best Western Lake Buena Vista. This is on disney property at downtown disney but not a disney resort. I had my heart set on staying at a disney resort. We are able to stay at LBV for 89 a night. Does anyone know what other disney resorts 5 people could stay in one room at for under 100 a night? Also, what is the email address for SOG? I could email them with my questions about other disney resorts but I have not been able to find an email address for them. Thanks.
Kim

I'm not sure what individual told you you couldn't have 5 in a room, but the POR is the ONLY moderate that will hold 5 in a standard room. You'll pay the additional $15 for the extra adult charge, but then you won't have to pay for the trundle bed since you're all ready paying an additional charge (that info was per numerous Disney CMs in CRO that I dealt with). I'd call back and make SoG give you what you had at the rate you had. If it's now sold out, ask to speak to a manager and complain, complain, complain. This is THEIR fault, not yours. That stated, you did not mention how big your kids are. The trundle bed should not be used by someone over 50lbs (so we were told). It could be that if you have older children, and told the agent, this could be why you were offered the LBV. You can always upgrade to a deluxe resort. Most of them hold 5 or, go on waiting list if you don't mind taking a chance.

As to an email addy, I'm happy to give it to you, just keep in mind a response may take many days and what you ask may not even be read: reservations@shadesofgreen.org.

Good luck!

 

[khawk]

My daughters are 9 and 11 and weigh about 60 and 70 lbs. I will email SOG and see if I can switch to a disney resort. But I did hear that the best western LBV has a lounge where you can sit and watch the fireworks at MK, I suppose you could watch them from your room also if you have a room with a "fireworks view". I just dont know what to do. Thanks, I will email them and see what happens.
Kim