Travel agent questions....

[CindeBella]

We recently contacted Small World Vacations about our upcoming vow renewal trip.
After hearing much about SWV I decided to call them for our travel arrangements. I inquired about a few things that would help me to decide which resort would be best suited for our needs as well as a couple of other things.
The travel agent that gave me the price quote, and it was a good quote, dodged a few of my questions. Simple questions, about the remodeling of the CR, if the resort offers anything special for annivers. and a price quote if my son where to stay with family (they would pay for his tickets also).
She only gave the quote for all of us, did not answer any of my questions whether we could guarantee a room in the newly remodeled area or if the resort did anything for anniv. If she did not know the answer or could not guarantee the room in the remodeled wing it would have been fine. I felt it was worth asking. However, the fact that I had to email her three times with only those questions, makes me wonder if I have the wrong TA. It makes me wonder how helpful she will be if I really need her.

 

[Joan1]

You said you had a travel agent question in your title post. I don't see a question, it seems more like a statement

Have you tried calling her or contacted the owner? I can see where it was overlooked in the original quote but if you asked directly it should have been answered. Did she answer your email at all when you re-asked the question? I am just wonder if she ever received your email. I know sometimes in the business I am in people end up calling me asking why I haven't answered an email and it turns out I never actually received it

If she received your email and for whatever reason isn't answering it, I think the owner should be made aware of it. You can always ask for a new agent too

Requests are just that and cannot be guaranteed
The resorts sometimes send a card and balloons to the room for special occasions but there is not guarantee that they will do that

 

[bicker]

Generally, travel agents may or may not be aware of the status of rehabs at hotels, or special services that the hotels offer. Depending on the travel agent's service-quality level, they may or may not provide such research as part of the service they provide. You'd figure that a travel agency named Small World Vacations would have more advanced information about offerings at WDW, but I suspect that, collectively, we folks here at the DIS know more than the average Disney-specific travel agent out there, so it isn't surprising when prospective guests come up with questions that travel agents don't know the answer to, and perhaps don't know how to find out the answer to, in what they consider a reasonable amount of time.

In the end, if you have any concerns about the level of service you're getting from a travel agent, move onto another one. There are some excellent Disney-focused travel agencies out there. Many Disney-focused travel agents patronize these boards and keep themselves appraised of the latest and greatest information about WDW, so it doesn't make much sense to pursue doing business with one you have misgivings about. If, on the other hand, you end up unsatisfied with a series of travel agents, then perhaps you may want to reconsider your expectations, but not based just on your experience with just one travel agent.

 

[DisneyGeek2000]

Contact the owner - I am sure they all like feedback on the performance of their agents, good and bad.

Michael

 

[LukenDC]

I agree with Bicker. For your own peace of mind, you should select another Disney specialist travel agent. There are many good ones out there---do a search to find recommendations posted previously on this board.

 

[tone.def]

I once remember reading a thread and the jist of it was about TA's answer ooodles of questions that a guest asks when looking for a quote and then the client books themselves with Disney direct... Maybe once they get your money, they will be more helpful? That being said, however, I have never had any problems with my TA answering questions and having them assist with arrangements, but I didn't go with Small World.

 

[bicker]

That is becoming a problem, from what I've understood, here-and-there across the travel and hospitality biz: Folks using resources that provide excellent customer service for initial inquiries and research, and then spending their money with cut-rate discounters that don't provide such service, so the top-notch agents end up spending a lot of time and effort for nothing. We cannot be sure that that's the issue in this case, but the problem is real.

 

[CindeBella]

Perhaps I should go with another agent. I don't want to contact the owner and complain, I don't feel it warrants that.
I don't see what the benefit would be to contact an agent and then go elsewhere. From what I understand SMV doesn't make a profit from the customers, maybe that is why she didn't answer? She didn't want to spend too much time. In that case, I wouldn't want an agent that isn't going to be attentive. I would prefer to go to someone that is very knowledgable to be sure that our needs are met and our vacation turns out as planned, not to mention if something happens I have someone I trust to help out, especially when your'e spending that much money on a vacation.

I am not someone to skimp when it comes to our family vacation. Of course, I would like to find the best rates but I'm not looking to gather as much information from someone and then go to a "cut-rate" office; if they were so good I would go to them in the first place.
Mousesavers.com gives SMV excellent reviews and that is why I contacted them. They are supposed to be Disney specialists.
I don't believe my expectations were/are too high, I only wanted a few questions answered. I don't want to spend $300 on a room that is in desperate need of renovation. I could spend a little more and stay at another deluxe resort or less and stay at Port Orleans French Quarter that is newly renovated. In that case my son would stay with my parents and that is why I requested the quote for only 2 of our children; French Quarter only accomodates 4 people

As far as Disney acknowledging our anniversary, we have celebrated two of our children's birthdays and they received many special extras. I thought perhaps the resort has a special anniversary package with champagne or something similiar. I believe The Swan does that at an extra charge, which is fine.

I felt these were legitimate questions that would help me to plan our vacation. Going to Disney World is a huge deal to our family, we plan for this months in advance. We don't want to miss a thing. I am on the phone at 7am eastern time, 6am our time making character meal reservations. I've done this on Christmas morning!
This is our 10 year wedding anniversary and we want to make it as special as possible. Not to mention our children are already excited

Thank you for all of your advice!!

 

[DisneyGeek2000]

Perhaps I should go with another agent. I don't want to contact the owner and complain, I don't feel it warrants that.
I don't see what the benefit would be to contact an agent and then go elsewhere. From what I understand SMV doesn't make a profit from the customers, maybe that is why she didn't answer?

- If the owner isn't notified, the problem may continue with other clients.

- All travel agencies are paid a commission from their suppliers for each room or package that they book.

Michael

 

[snowbunny]

I've sworn off travel agents as of last year. No more wondering if the agent is really getting me the best available rate and attending to the details. No more unpleasant surprises to find - too late - that something wasn't done the way I asked.
Through the wonders of the internet, mousesavers.com, disboards code watch, etc., I've found that I can book a vacation that is completely tailored to my liking, less expensive, and less hassle than using a "professional." In the time it takes me to go back and forth with the travel agent and explain what I want, and try to make sure she is doing what I asked, I can get the information myself, book rooms/tickets/ADRs myself, and know that it's been done and also correctly. If you have the time to read the disboards, you have the time to arrange your vacation

 

[Cmbar]

I had the same experience with SMW. Not giving them a "BAD" mark, just wasn't impressed with the service. I had to email twice to get a quote. Once I got the quote it stated it was for three people instead of four, (although when I emailed her back, she said it was a simple ommission on her part and that yes, the quoted price was for the four of us). Of course, I went to the Disney site and put in the exact same information for the quote and got the exact same price.

ALso, I too asked some simple questions that were never addressed. I knew at that point that I did not want to work with a TA. I do so much planning for family and friends, I realized that I could do this much better than a travel agent. In fact I have planned for some of my friends' friends and they all agree that I should charge a fee for the service. But my service is more of what you are talking about. Tailoring it to that particular family. Oh.. your a family of five... here are you choices. Are you earlier risers or stay up later people? do you need to come back for naps for the kids? Do you want something special for a birthday, stuff like that. Nothing super genius, but just offering food for thought for them and sharing information I have learned on the boards and gained by planning so many trips.

I think there are plenty of travel agents out there that would do this for you and earn their commission from Disney, but I agree that they may help you but you could book somewhere else. I guess what I am saying is for those of us who read the boards, why in the world would I give my vacation planning over to a TA. If I was not the type of person to research and ask questions on the board, I guess I would use a TA to BOOK my trip. I really don't think they have time or incentive to offer help in planning because they only receive commission on the booking, not the planning.

One other thing. Since SMV is recommended on Mousesavers, I am betting they are overwhelmed with quotes all day long and therefore cannot offer the "extra" planning service they once did or wanted to offer because they simply don't have the time.

Just my 2 cents though!

And by the way, it seems you have been a few times, so you probably could be a travel agent anways! Thank goodness for the DISboard!

 

[z28wiz]

our first trip was with small world vacations but they really never answered my questions and such. We used dreams unlimited from then on and they always answered all my questions. But now with the best rate program i will be doing everything ourself unless we have to book a cruise.

 

[CarolA]

Well, lets respond to your questions.

Room requests cannot be guranteed so there is no way that the TA can guarantee you a remodeled room.

As for the anniversary, once again no gurantees. If you want something special you need to plan to pay for it.. You might get lucky and Disney do something, but it's not part of the deal

 

[Joan1]

I thought perhaps the resort has a special anniversary package with champagne or something similiar. I believe The Swan does that at an extra charge, which is fine.

The resorts don't have packages like that you can order things from the room service menu to be waiting for you in the room. We just celebrated our anniversary at Disney this summer and we had to specify what we wanted and ordered it through concierge as that is where we were staying

Perhaps I should go with another agent. I don't want to contact the owner and complain, I don't feel it warrants that.
I don't see what the benefit would be to contact an agent and then go elsewhere.

I have used Small World Vacations a few times and have always had great service. As with any business, I guess it depends on the person you are dealing with.

One thing you may want to check, and I don't think you have answered, is if you know for sure that the agent received your emails. Many times emails don't get to their destinations and we think that people are ignoring it. They provide a toll free number for each agent. Did you try contacting the agent and see if they actually have received your email? Or maybe the agent answered and it never got to you.

You should make sure that none of this played into the not answering. I would just for my own satisfaction, even if I went elsewhere or booked directly with Disney

Here is a thread about many happy people that used them
http://www.disboards.com/showthread.php?t=940847

 

[bclover]

I have just found these boards as I am planning my first trip to Disney World since my honeymoon 10 years ago (at the Beach Club, which I LOVED). I contacted Small World Vacations after finding them mentioned on the Mousesavers web site and I have to say that my agent has been fantastic. I have emailed her with questions many times, and she has responded very quickly. I have called her twice and we were on the phone for over half an hour both times. She answered ALL of my questions (and there were many) as well as giving me great advice on restaurants, things to do outside of the parks, etc. All this was before I gave her a dime. My package is not going to cost a huge amount (under $2000.00), but she has made me feel like I am her only customer, and that I am spending millions. She has also offered to do my dining reservations for me. I am so happy that I found this agency. It has made planning my vacation fun, instead of frustrating and stressful. A+ for Small World, IMHO!

 

[CindeBella]

I agree with a lot of what is written in the posts. I, too, am considered an "expert" from friends and family.
The reason I contacted SMV is because I have read they continue to search for discounts when they become available even after the trip is booked. If the agent did provide this service it would save me a lot of time, especially during the busy holiday season. She should also know all of the special details of the trip and know what Disney offers and what they do not. After all, Disney is paying her to provide this service.
I can plan everything else as far as our daily activities, character meals, etc. In the past, we have stayed at The Swan and celebrated birthdays only. We are planning to renew our vows at the Poly and celebrate the entire time we are there... don't want to miss a thing. We certainly don't mind paying for extras, after all we're spending a lot money anyway. I only want to know what is available. So many people do this every day at Disney! I would think a TA would have the best recommendations.
Disney is a huge entity and I don't believe I could possible know or see everything it offers in the next five years, not to mention that so many new things are added frequently!

 

[Joan1]

Not to downplay anything that you have experienced (and I am not flaming you) but twice I have posted asking if you called the agent to make sure the emails have gone through, and neither time you have acknowledged if you have done this. Of course it is up to you want you do but I just found it interesting that you have a phone number for the agent but maybe haven't used it.

The other thing I find interesting is that if you are considered an "expert" by friends why you wouldn't know that the room requests are not guaranteed

 

[LukenDC]

Over the past tweleve months, I have become quite knowledgeable about Disney travel planning and where to look for discounts and special offers. I will continue to use a travel agent, however, simply for the convenience. My agent calls Disney on my behalf at the crack of dawn to make the ADRs. She has to deal with them when they put their customers on hold or have computer problems.

I also think that travel agents are better equipped to be advocates for their clients simply because of the volume of business they bring to Disney and the relationships that they build with the Disney staff.

 

[mom_rules]

SWV was great to us. Don't be afraid to call your TA's toll free number.

 

[CindeBella]

Dear Joan,
yes, of course, I have used the phone number... common sense. And as I have said in the previous email I have ONLY stayed at The Swan. No need to get defensive!