Teeny, tiny rant

[jimandami]

First, obviously, this is not a huge deal at all and I love WDW and always will, but it is no wonder people have a difficult time with their trips, especially those who don't know about the Dis! Just called the direct number for Pop (now, is that really a direct number...I don't know!) to request a king bed for our stay Sunday. CM says, "That is a booking category, not a request. You cannot request that." I insist that it is not a booking category at Pop but is at some other resorts. She argues and argues until I politely say I am certain. She gets someone else and what do you know, request made. Now, in no way does this negatively impact my trip, but I just don't get why they can't train CMs who are answering the phone more adequately??

 

[ancestry]

Understand what you are saying and I agree. There are many times I have been more knowledgeable about certain things than those I spoke with on the phone.

FYI - The number still would have went to a call center. It wasn't the staff at POP that you were speaking with.

 

[jperrot1]

Now imagine this............ The only job requirement for WDW call center cast members is to have 2000 or more posts on the Dis board. Now, that would take care of the problem you bring up. Right? I love this board, and the knowledge I receive from all of you

 

[pepe of ohio]

You have to realize, the dis board is not the know all and see all about WDW...I've witnessed tons of bad info from guests on these boards...

 

[redrosesix]

First, obviously, this is not a huge deal at all and I love WDW and always will, but it is no wonder people have a difficult time with their trips, especially those who don't know about the Dis! Just called the direct number for Pop (now, is that really a direct number...I don't know!) to request a king bed for our stay Sunday. CM says, "That is a booking category, not a request. You cannot request that." I insist that it is not a booking category at Pop but is at some other resorts. She argues and argues until I politely say I am certain. She gets someone else and what do you know, request made. Now, in no way does this negatively impact my trip, but I just don't get why they can't train CMs who are answering the phone more adequately??

No, I don't think so. There have been times I called the "front desk" and had to be put through to the actual front desk.

I'm happy you held your ground. And this is a good example of why you shouldn't believe everything you hear over the phone.

 

[POOHsie]

OP, your comments are true. I've had a num-nutz conversation like you had. After the first time I found out I was right but I had let the phone CM prevail, I learned to call back because I'll get another CM on the phone, and usually one who knows what I'm talking about. The time I let the CM have her way involved who was qualified for a military discount room. CM said the military person had to be in the resort group. My DH wasn't going. So I let it go and didn't get the discount. Cost a few hundred. Found out the CM was wrong, now that won't happen again.

 

[jmail048]

First, obviously, this is not a huge deal at all and I love WDW and always will, but it is no wonder people have a difficult time with their trips, especially those who don't know about the Dis! Just called the direct number for Pop (now, is that really a direct number...I don't know!) to request a king bed for our stay Sunday. CM says, "That is a booking category, not a request. You cannot request that." I insist that it is not a booking category at Pop but is at some other resorts. She argues and argues until I politely say I am certain. She gets someone else and what do you know, request made. Now, in no way does this negatively impact my trip, but I just don't get why they can't train CMs who are answering the phone more adequately??

probably not talking to the hotel but to central call center maybe not even on site...

 

[jimandami]

Thanks guys! As I said, it's not a huge deal, but gets frustrating!

 

[mickeynut1]

First, obviously, this is not a huge deal at all and I love WDW and always will, but it is no wonder people have a difficult time with their trips, especially those who don't know about the Dis! Just called the direct number for Pop (now, is that really a direct number...I don't know!) to request a king bed for our stay Sunday. CM says, "That is a booking category, not a request. You cannot request that." I insist that it is not a booking category at Pop but is at some other resorts. She argues and argues until I politely say I am certain. She gets someone else and what do you know, request made. Now, in no way does this negatively impact my trip, but I just don't get why they can't train CMs who are answering the phone more adequately??

It's sad how much incorrect information is given out by CRO CMs. Also, as others have said, the number you called associated with Pop did not go to the Pop front desk, but rather a call center (and most likely you were talking someone not even located in Florida). They answer as if they are at that particular resort, but all calls to any of the resort numbers are routed to call centers.

 

[2Tiggies]

Part of the problem, I believe, is that there is just too much information and too many variables with any aspect of Disney to train a CM in each and ever scenario. I absolutely agree with the OP that this does not make it ok, but I'm not sure I see any way around it. I have phone Disney on many occasions to make a change or add something to my reservation and there was no question whatsoever that the CM was reading answers to me, and not telling me from his or her own knowledge.

 

[DebbieB]

You should call central reservations or whoever you made your reservation with (travel agent?) to make a request.

 

[myzel]

I am not 100% sure but I think all the King rooms at POP are HA, not a big deal to me and we have stayed there but if you want a tub this could be an issue.

 

[Redarrow5150]

Sorry but not everyone knows every single aspect of their jobs. I understand getting annoyed but perhaps you helped someone do their job better next time.

First, obviously, this is not a huge deal at all and I love WDW and always will, but it is no wonder people have a difficult time with their trips, especially those who don't know about the Dis! Just called the direct number for Pop (now, is that really a direct number...I don't know!) to request a king bed for our stay Sunday. CM says, "That is a booking category, not a request. You cannot request that." I insist that it is not a booking category at Pop but is at some other resorts. She argues and argues until I politely say I am certain. She gets someone else and what do you know, request made. Now, in no way does this negatively impact my trip, but I just don't get why they can't train CMs who are answering the phone more adequately??

 

[SteveMouse]

I am not 100% sure but I think all the King rooms at POP are HA, not a big deal to me and we have stayed there but if you want a tub this could be an issue.

If they are, then it is a booking category, as there are modifications that are simply required by some disabled individuals- think an accessible toilet or alarms for people with hearing impairments).

 

[KrazeeK120]

I am not 100% sure but I think all the King rooms at POP are HA, not a big deal to me and we have stayed there but if you want a tub this could be an issue.

No, they aren't. I stayed in a non-HA king bed room at Pop in January 2013 (it was room number 2222 in the 50's section).

 

[softballmom3]

Completely understand about training. I booked our trip online and put the wrong ages in for my daughter and her friend--put 16 instead of 17. I called to correct this and was told Disney views them as an adult so my package price was going to change. I was sitting at a computer and put in the same info AND put they were 17....low and behold it was the exact same price as what I paid. When I questioned it and told the CM what was showing she still said I was wrong and we would just leave it as they're 16 so we don't have to reprice my package.

 

[POOHsie]

Completely understand about training. I booked our trip online and put the wrong ages in for my daughter and her friend--put 16 instead of 17. I called to correct this and was told Disney views them as an adult so my package price was going to change. I was sitting at a computer and put in the same info AND put they were 17....low and behold it was the exact same price as what I paid. When I questioned it and told the CM what was showing she still said I was wrong and we would just leave it as they're 16 so we don't have to reprice my package.

There's no extra charge per night for children younger than 18 sharing a room with their parents. There is an extra charge for more than 2 over-18 Adults in a room. Certainly no extra charge for two 17-y/o children plus one adult.

 

[softballmom3]

There's no extra charge per night for children younger than 18 sharing a room with their parents. There is an extra charge for more than 2 over-18 Adults in a room. Certainly no extra charge for two 17-y/o children plus one adult.

I know right? That's why I don't place much faith in what they tell me and usually book online anyway. I guess I'm just going to go with the age 16 thing since it doesn't really matter or change pricing. I was just trying to be honest with everything.

 

[POOHsie]

I know right? That's why I don't place much faith in what they tell me and usually book online anyway. I guess I'm just going to go with the age 16 thing since it doesn't really matter or change pricing. I was just trying to be honest with everything.

Sometimes dealing with Disney CMs makes me wonder if I have misplaced my marbles. It's possible that they are conveying info to me that I didn't know, but I don't take their word for anything until I have done my own research online. Disboards has been a great help for that.

 

[mavadell]

No one expects them to KNOW everything, but can't they look it up? They are obviously sitting in front of a computer. How hard would it have been to look up the booking categories at Pop? In this day and age the answers to most questions should be at their fingertips!