Treated badly by CM on phone

[M2DD's]

So I called to check on my ADR's and change one for breakfast to lunch and the CM went over the rest of my ressie and noticed that I had two dinners booked for the same night.I was never told that you can't double book and have 24hrs to cancel one of them.Has anyone heard about this?So I told the CM that I would have to check with my DH and call back.She was very adamit about me changing them NOW.She told me I had to talk to guest services or she would make the choice for me so I hung up on her.2 minutes later I got a call from guess services saying that I had to cancel one of my ADR's I said that was fine I told the CM that I would do that I just wanted to talk to my DH.He said he would call me back in a few days to make sure that one was canceled.I didn't know that this was such a big deal so I just went ahead and canceled one while I was on the phone with him.I did mention how RUDE the CM and he said he would talk to her(not sure if he will though)So now I am all worried about my ADR's and did call and make sure they were still all there.I felt like I was being repermanded(sp?) for this.
Thanks for listening to me vent.
Laura

 

[disneyfantotheend]

Although I don't see it being a major deal, from what I have heard ADR's are getting harder to come by these days. Maybe that is why they don't want anyone booking 2 for one night, when they can't use both. But I certainly think if this is the case, they could have told you nicely and given you a few hours to talk to your hubby.

 

[bradk]

the system allows it, but CMs are cracking down. i ran into this firsthand when i was trying to see if it was feasible with changing my vacation dates which meant double-booking temporarily. even temporarily. it went like this

Me: I just need to doublebook temporarily to make sure I can do this
CM: I can't doublebook
Me: Can't? or won't?
CM: I'm not allowed to.
Me: So how about I just give you a different phone number to book it with?

because ultimately, that's how they track ADRs.. the phone number you supply (although they do use caller ID - so if they never ask for a phone number or automatically know who you are when you call, that's why).

the only positive here is that when they cancel, the record is not deleted. every cancelation has to have a notation as to who authorized it and why.

 

[bzzymom]

When I went last Aug for free dining, we had our ressies, but there were people who didn't have any ADR's and were having a hard time finding a place for TS. Christmastime is also probably very busy and it gets hard to get ressies as well. That doesn't excuse any rudeness by a CM.

 

[boomhauer]

Very odd that guest services would call you back like that.

I admit, I've been guilty of having ressies and not showing up. Not really on purpose, just works out that way. If I ever change a dining ADR, I make sure to let them know I'm cancelling the other so it will be open for someone else.

As for the rudeness, it sadly is to be expected occassionally from Disney CRO. They're not as friendly as they once were. One thing I do now on all calls is accept to take the survey just in case I get a rude CM.

 

[Allison]

Yes, I have heard of it. They have been cracking down on double bookings for a while now. With the dining plan, ADR's are harder and harder to get these days.

 

[goofy4tink]

There has been a lot of double and triple booking of ADRs. They wouldn't be able to decide where they were going to be on any given day, so would make an ADR for each park, just in case they were there that day. So, when others would call, they would get the 'no openings there that day' spiel from the dining CMs. So now, the CMs will not allow you to book more than one ADR at a certain time. I know that when I booked ADRs for my dd's birthday meals in Oct, the CM actually said to me.."Wow, you're going to be stuffed by the end of this day. Are you sure you don't want to get rid of one of these ADR's?" I had Crystal Palace for breakfast, GF Cafe for lunch and HDDR for dinner....a ton of food, and we ended up not eating lunch, just dessert/coffee at GF Cafe!!
So, yes, you will get comments from the dining CMs if you try to book two meals for the same time frame. They are just trying to keep spaces open for others as well. I'm sure no one here would want to have 3 ADRs for dinner on the same day, knowing they were preventing others from eating at those spots.

 

[MermaidsMom]

As for the rudeness, it sadly is to be expected occassionally from Disney CRO. They're not as friendly as they once were. One thing I do now on all calls is accept to take the survey just in case I get a rude CM.

Wonderful Idea!! I will be doing that from now on! One point I'd like to add about overbooking ADR's, if you DON'T show up for an ADR you may keep someone from being able to book one in advance, but it does open up a spot for walk-in guests, it's not like they don't feed someone that day because you don't show. I personally don't do this and I always make all my ADR's in advance at the 180 day mark, but there was no reason to treat the OP the way they did.

 

[mla1977]

For my upcoming trip (8 more days!!!!) I had to cancel reservations when I double booked (I was planning on reviewing my schedule and calling to cancel the unnecessary ressie within a few days anyways). Thankfully, I didn't have a rude cast member.

 

[MushyMushy]

I'm glad to hear they're cracking down on that, but there's no need for them to be rude about it, especially when you said you wanted to talk to your DH first.

 

[Allison]

Wonderful Idea!! I will be doing that from now on! One point I'd like to add about overbooking ADR's, if you DON'T show up for an ADR you may keep someone from being able to book one in advance, but it does open up a spot for walk-in guests, it's not like they don't feed someone that day because you don't show. I personally don't do this and I always make all my ADR's in advance at the 180 day mark, but there was no reason to treat the OP the way they did.

Do you know this for sure? I don't think they take a walk in because someone didn't show up. I think that is probably one of the reasons you see a place with empty tables but walk ins are getting turned away.

 

[KatheeME]

I think this policy is long overdue, and necessary given how hard it can be to ADRs now. But that does NOT mean that being rude is acceptable!

 

[jiminyC_fan]

I am sorry that the CM was rude but having double bookings does take from others. I am happy that they are cracking down.

 

[SCDisneyholics]

With the dining plan, ADRs are getting much harder to come by and its simply unfair that so many people rudely double and triple book, keeping others from getting slots. Frankly rather being "rude" and hurting your feelings, I wish that their policy was to cancel ALL reservations when the CMs discover that someone has double booked for the same night. As attendance and participation in the DDP increases, this problem is going to get out of hand and since folks can't seem to care about anyone but themselves and do the right thing, it appears that Disney has to be the bad cop and start enforcing rules, since courtesy went out the door long ago. Sure I do everything I can to make sure I get the activities and events planned for my family, but in my opinion, double and triple booking ADRs, knowing full well that you won't use them, is akin to cutting in line. Frankly I may get flamed for this, but its so irritating to hear people getting upset because a CM was "rude" to them. The fact is, the CM is simply looking out for the rest of us who do play by the rules and trying to keep opportunities open for everyone. Let's see, we're mad too because they called back a couple of minutes later - is that because they were trying pin you down on giving up one of your improperly double booked ressies or perhaps because the CM was abruptly hungup on and might have just been trying to call back to finish the call, for your benefit, rather than just arbitrarily canning one of the ressies for you? Good customer service is much more than pandering to those who game the system. Its more about making sure that they are even-handed and fair to everyone, even if that means ruffling someone's feathers to get the point across. Boo-yah for the CM!

 

[SCDisneyholics]

Does being FIRM always equal being RUDE? Apparently for some folks it does.

 

[pepe of ohio]

I'm totally against the double bookings, it should be like it was years ago when you booked a reservation you gave your credit card number and if you didn't show, they still charged you some rate. If people would take the time to manage their vacation time into how many days times "x" amount of meals and make one reservation per meal, this would all be avoided. Booking 2 and 3 dinners on the same night because you can't make your mind up and when you do and not cancel is childish and stupid, if you got billed for an unused reservation, you would change your tune. There is enough of Disney for everyone, if kindness and consideration is applied when making and being on vacation.

 

[M2DD's]

I was going to cancel one of them I just needed to talk to my DH first.When I first made the ADR I could not make up my mind and the CM told me to book both and then cancel one later.So if you can't do that why did the CM put my ressie in the computer to begin with?I know I shouldn't have hung up but she was chewing me out and thought I would call back and talk to someone eles.The entire call was mean from the start I was trying to ask about calling TS due to my DD allergies and asking her what was on the menue and she really didn't want to help me out.She wasn't being firm she told me if I could not make a dissision than she would deside for me.Come on,I'm not 2!
Anyways Guest Servises called me back and apologized for what happened and said that they would talk to her , and let her know that,that kind of behavior is unacceptable.They also made sure the rest of my ADR's were still in places and that if she went in and canceled any of them they would override the system.They are also going to send me a letter with all my ADR's on them
Laura
It's a shame that somethhing so small was turned into something like this.

 

[goofy4tink]

If you just don't show up for your ADR, they aren't giving it to a walk-in. It will go to the next person with an ADR that suits that table. Now, there are times that someone may be late for their ADR, so although the next person in line may get your table, you will most likely be seated at the next opening. So...if you find that you are not going to use an ADR, it's just polite and considerate to go to Guest Services and cancel the ADR with them..that way it opens up a spot. If you just plain ole don't show up, the spot isn't opened up for a walk-in.
I'm not trying to be rude or mean....I apologize if anyone takes it that way. But, people are not entitled to have as many ADRs as they want. I also wish they would take CC info, and if you are a no show, your CC gets a $10 charge. That would free up a bunch of tables in the long run. With the DDP and now free dining, those ADRs are getting harder to get...at least at the popular spots.

 

[flipflop]

So I called to check on my ADR's and change one for breakfast to lunch and the CM went over the rest of my ressie and noticed that I had two dinners booked for the same night.I was never told that you can't double book and have 24hrs to cancel one of them.Has anyone heard about this?So I told the CM that I would have to check with my DH and call back.She was very adamit about me changing them NOW.She told me I had to talk to guest services or she would make the choice for me so I hung up on her.2 minutes later I got a call from guess services saying that I had to cancel one of my ADR's I said that was fine I told the CM that I would do that I just wanted to talk to my DH.He said he would call me back in a few days to make sure that one was canceled.I didn't know that this was such a big deal so I just went ahead and canceled one while I was on the phone with him.I did mention how RUDE the CM and he said he would talk to her(not sure if he will though)So now I am all worried about my ADR's and did call and make sure they were still all there.I felt like I was being repermanded(sp?) for this.
Thanks for listening to me vent.
Laura

You didn't go into details about what the CM said or did that was rude. If the CM was rude, there is no excuse and you should not have been treated badly. If she was just enforcing the policy of no double bookings and being firm, she was doing her job and it seems you may have been rude when you hung up on her.

Regardless, it is unfair to other guests to have two ADRs booked for the same meal-time. Plenty of people are "shut out" of ADRs now that the dining plan has increased in popularity. If it was your intention to cancel your extra ADRs in plenty of time prior to your trip, certainly you wouldn't be keeping someone from getting a ressie. However, plenty of people don't cancel their duplicate ressies, thus shutting out other people. That is certainly rude and inconsiderate to others and it is because of that practice that they have to enforce the double booking rule.

I am not trying to flame you. You didn't know the policy and had a CM who was unpleasant.

 

[lillygator]

With ADR's becoming harder and harder to come by they have started cracking down on the double bookngs.