They wanted to know why I was cancelling?!!

[ElizabethB]

I'm not suggesting Disney should pay for my information, necessarily. I'm simply saying I won't give it out for free. If they want it badly enough then, yes!, I'm willing to negotiate. But, they get it free from enough other people, they don't need mine. Oh well.

It is data mining pure and simple.

I'm not interested in helping them out. I book plenty of other hotels and restaurant reservations in other places and I'm not subjected to the third degree! So, I won't take it from Disney either.

Disney will take anything you're willing to give them. I'm just not willing to play ball with them beyond what they absolutely need to know.

Disney also gets the information wrong a lot of the time. We occasionally travel with another couple. My friend (wife of the other couple) called recently to book a room for her and her husband and was asked, "Will Steve be coming with you?" She said emphatically, "No, that's my friend's husband. My husband's name is Jack. Steve most definitely will not be the other guest in my room!"

Too much information in Disney's hands!

I maintain it feels like an invasion of privacy and I don't like it.

 

[Nancyg56]

As a call center representative, I can tell you from the agents point of view that in all probability they ask you because they have to and will get low quality assurance scores if they don't.

Don't hate the player, hate the game. I'm sure the reps are just doing what they are told.

I was a QA analyst who monitored calls and I cannot tell you how many agents I coached because they did not ask all of the questions that were indicated on the scripts. My DS is a data consultant for a large communications company and he will often put questions in the scripts in order to gather information from customers. Could be for any reason but mostly in order to determine why customers call or cancel plans, etc. Most is used to address customer concerns.

Oh I agree. But, the main reason they do is isn't for the little surprise of balloons and a card


I have no problem with Disney making money because if they didn't they would close and then where would we go on vacation ?

I feel the same way. I don;t need a balloon or a card although my DGD was ecstatic when she got one. No one works for free, companies do not operate just to bring magic and shareholders do not invest in companies that do not turn a profit.

No one is forced to answer questions they consider intrusive but the CM must still ask. Questioning callers why they cancel something or why they choose not to order a package or book dining plans is a very good way to compile data in order to determine if prices or quality need to be tweaked.

 

[Tricia1972]

No one is forced to answer questions they consider intrusive but the CM must still ask. Questioning callers why they cancel something or why they choose not to order a package or book dining plans is a very good way to compile data in order to determine if prices or quality need to be tweaked.

I agree and I feel that it should be up to the individual to share what they want to share. I just feel that if you choose not to share your "why's" when asked - then you have few rights to complain about Disney's changes.

(I am not speaking about birthdates, etc - specifically referring to cancelling ADR's as mentioned by the OP)

 

[Nancyg56]

I agree and I feel that it should be up to the individual to share what they want to share. I just feel that if you choose not to share your "why's" when asked - then you have few rights to complain about Disney's changes.

(I am not speaking about birthdates, etc - specifically referring to cancelling ADR's as mentioned by the OP)

I feel the same. I do understand why some choose to keep their personal information private and see nothing wrong with that. I do not understand the reasoning for choosing not to tell a CM why you are canceling, especially if the cost has gotten prohibitive or the menu changes are not acceptable. People vote with their feet and their purses so if you keep the info to yourself Disney has not way to know and may assume that this cancellation may be a double ADR.

 

[SFimporter]

I think they should charge a cancellation fee.

No one values anything when it's free (like reservations). Far more people would keep their reservations if there were a cancellation fee. Which may motivate people to think first before they reserve. Which would mean fewer unused reservations. Which would mean it would be easier for those who really want a reservation to get one.

 

[Markstudy]

I think they should charge a cancellation fee.

Which may motivate people to think first before they reserve. Which would mean fewer unused reservations.

Yep, Disney might be gathering info to start a new system that requires credit card charges for prime reservations.

Seems they could cut down on wait times if they didn't have to overbook as many ADR's because they are so easy to cancel.

Regardless of the reason, you have to admitt...more data means a better tighter system. Less wait-time for you and me. Disney is all about building a better mouse trap, they don't really care about your personal life (even if it seems that way) just cold hard stats when trying to feed 500,000 people every night (with less than a 10 minute wait for a table).

 

[Tricia1972]

I think they should charge a cancellation fee.

No one values anything when it's free (like reservations). Far more people would keep their reservations if there were a cancellation fee. Which may motivate people to think first before they reserve. Which would mean fewer unused reservations. Which would mean it would be easier for those who really want a reservation to get one.

I respectfully disagree with the logic that I bolded. This is NOT directed just at you, I've seen it time and again.

Disney currently overbooks knowing that there will be about x% of reservations that will go unused. The restaurants do not sit empty.

If Disney began to charge a cancellation fee, people would think more and there would be fewer cancellations. There would be no more reservations though. Everyone would show up and Disney could no longer overbook.

Personally, and this is just my opinion, I think sometimes when restaurants get really backed up as the night wears on, it may be because there are fewer no-shows than usual. Regardless of my opinion is right or not - Disney does overbook.

 

[Disney Dreams]

Okay, just offering a view here...
You canceled a reservation 10 minutes before your time and you are bothered that they want to know why?

Are you bothered at all by:
- all the people that called and called and called hoping for a reservation that they could not get only to have you cancel minutes before you should have arrived?
- the loss of revenue from your essential no-show?
- the fact they held a spot for you that 100s would have happily filled that you did not use?

They probably would like to know why you canceled 10 minutes prior to avoid it happening in the future for many reasons. I know I would want to know.

 

[megthewonderful]

I canceled a dinner ADR about 2 hours before we were supposed to be there and they asked why. My daughter had a double ear infection and was so sick even after being on medication for 24 hours. We kept hoping she'd be OK, but decided to stick to the food court at our hotel instead of dragging her out to dinner. I told them why we canceled and then a half hour later there was a knock on our door. Mousekeeping came by and heard our daughter was sick and made her a huge towel animal.

 

[all4disney98]

I think it is great that Disney is asking why ADRs are being cancelled. Instead of thinking that everything is perfect with their company, they are, in a way, giving you the opportunity to fix things. If you are cancelling because you heard the restaurant is not good or because the menu changed, here is your chance to let them know! For once you don't have to go to the trouble of sending an e-mail to them letting them know that you are unhappy about the dining plan, or the menu changes etc. They are actively pursuing your opinion! I would guess that the management of each restuarant would be interested in specific reasons for cancelling their ADR. That is one of the ways they can improve their establishment and increase business.

And it is anyone's right to not tell them why, but I think it only helps to let them know why so they can change things for the better.

JMHO

 

[Disney8704]

No no no..they wanted to know why I was cancelling the GF one which I cancelled the night before. The Boma one was 10 mins before our ADR time when I cancelled and they didnt even ask. She just said ok its cancelled have a magical day.

Okay, just offering a view here...
You canceled a reservation 10 minutes before your time and you are bothered that they want to know why?

Are you bothered at all by:
- all the people that called and called and called hoping for a reservation that they could not get only to have you cancel minutes before you should have arrived?
- the loss of revenue from your essential no-show?
- the fact they held a spot for you that 100s would have happily filled that you did not use?

They probably would like to know why you canceled 10 minutes prior to avoid it happening in the future for many reasons. I know I would want to know.

 

[DISNEYFOS]

I canceled a dinner ADR about 2 hours before we were supposed to be there and they asked why. My daughter had a double ear infection and was so sick even after being on medication for 24 hours. We kept hoping she'd be OK, but decided to stick to the food court at our hotel instead of dragging her out to dinner. I told them why we canceled and then a half hour later there was a knock on our door. Mousekeeping came by and heard our daughter was sick and made her a huge towel animal.

That is so nice. I love how they pay attention to detail and go that extra mile to make things special. I'm sorry your DD was sick in WDW.


As for the OP about asking why. I believe it is data gathering as well. They have a lot to gain from that information. Whether people are making multiple reservations? or whether they were unhappy with what they heard/saw... I don't think I would be offended at all.. Its a chance to share comments and opinions and have my voice heard.. why wouldn't you want that?