Treated badly by CM on phone

[bryon]

Sorry if I seem rude...but shame on you for double booking which may prevent someone else from getting a time they preferred.

And when I read the post, I didn't think the CM was being to rude to tell you to change immediatly. How do they know your going to call back after talking to DH? I bet more than half wouldn't even call back to cancel..playing the percentages, I agree with the CM on this one.

 

[keishashadow]

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.

--------------------------

You are right on target

When I've had occasion to call & switch an ADR (far too many times); i've been told EVERY TIME that if you have 2 ADRs scheduled within 3 hours they will both automatically cancel.

IMO, they should have a 24 cancellation policy wherein "no shows" are charged $5 pp fee --- bet it would open things up a bit.

 

[Kristina]

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.

Good to know that they called you back and apologized! Talk about bad customer service . You said you would call back and cancel one, and your word should have been respected. What she should have perhaps explained is what the situation is or could be for another family if you didn't. I really doubt that most people who miss a ressie or have two and don't cancel one of them have any intention of causing another family to not get a table. Everyone I've ever met at WDW has been so darn nice!!

 

[Praying Colonel]

Sorry the CM was rude, but I am glad to hear they're working more vigorously to prevent double bookings. Next step is for Disney to prevent the double bookings from occurring in the first place.

 

[MermaidsMom]

If the Dining Plan is causing this much trouble for Disney's other dining guests, such as not being able to find a table to eat at when there are empty tables available then maybe they should simply end it. It's not an entitlement, just an offer. What happens to the people who make a reservation 180 days out and due to reasons beyond their control such as rain, illness, monorail, bus issues, crabby child or husband , etc...and they can't make their ONE pick from months earlier (When there are 4 parks available)? Does this make them SOL? Are they now sent to a fast food booth? Why can't the restaurants open up the table for people who don't show up for their ADR's-the people who are 20 minutes late-restaurants in the rest of the world do this very easily. Just because it's Disney doesn't mean they don't know how to this.

This recent business of not taking walk in customers is unbelievable-earlier this month I walked by so many restaurants that were practically empty inside that had fully set tables and lines outside of people that weren't moving and they were turning people away. I can't figure out how they do their planning. I was SOOO glad that we had our ADR's and I felt so bad for those who were being turned away. In past years I don't remember anyone being turned away, they just had to wait-sometimes for a long time but eventually they got a table.

 

[Schmeck]

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.

I didn't know that the CMs at Disney Dining had the menus available to callers - imagine calling and asking what they had at one place, then asking for another place, etc!

I agree that it sounds rude to be told that the CM would make the decision for you if you couldn't decide right at that moment. Perhaps it is a new software situation that allows only one reservation at a time once the file has been opened, or it gets red-flagged?

 

[maxiesmom]

Sorry the CM was rude, but I am glad to hear they're working more vigorously to prevent double bookings. Next step is for Disney to prevent the double bookings from occurring in the first place.

Me too! And there seems to be a bit of a double standard here. A person can be rude and book 2 dining ressies, intending to only use 1, but if a CM calls them on it, that is rude and not acceptable?

 

[raidermatt]

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

No, being firm does not always equal being rude, but sometimes they do go together. The OP said they were both. Are you assuming she is not telling the truth?


I'm all for not allowing double bookings, dining plan or not. But once they do allow it, like they did in this case, they need to have a little understanding when it comes to cancelling them. If Guest Services is ok with calling guests to make sure they cancel, then they can give the person 24hrs before actually cancelling.

Of course the best solution is to stop taking the double bookings in the first place.

 

[kt_mom]

I'm sorry that they were rude to you. And I'm sorry that it seems like people have jumped all over you for this. It sounds to me like you were origonally following a suggestion from a different CM when booking two. It doesn't sound to me like you had any intention of keeping both or keeping someone else from getting an ADR that they want. It does sound like you got a rude CM. They can explain the "rules" to you and give you an opportunity to correct it without treating you like a two year old.

I was under the impression that if I made a reservation for a different dinner adr or something when I already had one that it would automatically cancel the previous one. If that's the case then I am definitly double booked, on more than one night. And I will be canceling the ones I don't want. But nothing has been said to me and I have made lots of changes. I think on one night I might be booked at least three different places right now. (I'm canceling, don't worry)

But not once has one CM said a word about it. I think you got a rude CM. I agree about the not double booking thing, but to be honest, I bet you have a lot of people that don't realize they are double booking.

OP I'm glad to hear the they did apologize and are going to make sure all your adr's are intact.

 

[MermaidsMom]

I was under the impression that if I made a reservation for a different dinner adr or something when I already had one that it would automatically cancel the previous one. If that's the case then I am definitly double booked, on more than one night. And I will be canceling the ones I don't want. But nothing has been said to me and I have made lots of changes. I think on one night I might be booked at least three different places right now. (I'm canceling, don't worry)

OP I'm glad to hear the they did apologize and are going to make sure all your adr's are intact.

I also feel bad for the OP and think that a few poster may have gone a litttttle overboard in their responses to her. Rude is Rude no matter the reason. She wasn't holding up a liquor store for heaven's sake and 24 hours to make a decision is no biggie.

 

[ogreenlee]

We're traveling to Disney with another couple and their child... total of 6. We each made our own ADRs, with Le Cellier and CRT being the only two where we don't have another reservation in it's place. I booked CRT for 6 and she booked Le Cellier for 6 because those are the only places that I know for sure we'll all eat together.

But she made reservations at Coral Reef, but I couldn't decide if I wanted to eat there or Marakkesh, so she made ressies for 6 and I made ressies for 3 at Marrakesh, knowing that her family wouldn't eat there. I made reservations at Boma for one night for 6, but she is unsure if her family wants to eat there, so she made ressies somewhere else for 3pp just in case.

Neither one of us wanted to just solely rely on the other family's ADRs, and we each made our own without double booking within our own family.

This is kosher, yes? lol

 

[ogreenlee]

ooh wait. after reading that, i realized that it's only kosher if we don't take the 3pp ADRs without cancelling.

Then that's what we'll do when we finally decide.

 

[nicoleshaun]

I called on Tues to double check on all my ADR's (leaving tomorrow) -- I have done this before, b/c it seems that there have been a few times that my times change -- just by 5-15 minutes, but it irritates me -- I am VERY anal about planning the trips to Disney, and have spreadsheets of my meal times, etc, so I know that I can not get it wrong 3 times within one Disney trip. Anyway, when I called on Tues to verify everything, the CM was not rude, but was definitely not warm or friendly. I think that is what I expect of Disney --friendly and hospitable, and when I do not get it, I am disappointed. Luckily I agreed to participate in the survey. I know that when you are asked if you would like to participate in the survey, they give you a phone number to call in case you get disconnected or need to call back at a later time. Unfortunately, I no longer have that number -- but it might be useful if someone has it to pass along!

 

[MushyMushy]

I called on Tues to double check on all my ADR's (leaving tomorrow) -- I have done this before, b/c it seems that there have been a few times that my times change -- just by 5-15 minutes, but it irritates me -- I am VERY anal about planning the trips to Disney, and have spreadsheets of my meal times, etc, so I know that I can not get it wrong 3 times within one Disney trip. Anyway, when I called on Tues to verify everything, the CM was not rude, but was definitely not warm or friendly. I think that is what I expect of Disney --friendly and hospitable, and when I do not get it, I am disappointed. Luckily I agreed to participate in the survey. I know that when you are asked if you would like to participate in the survey, they give you a phone number to call in case you get disconnected or need to call back at a later time. Unfortunately, I no longer have that number -- but it might be useful if someone has it to pass along!

I don't think it's fair to give someone a bad evaluation or review just because they're not your definition of warm and friendly. If they are polite and helpful, what's wrong with that? I honestly don't want someone to be all happy happy joy joy when I'm on the phone. I want polite efficiency.

JMO, anyway.

 

[Tigger2252]

IMHO Disney should automatically deduct any meals that people don't show up for from their dining plan. I would guarantee that people would not be "no shows" if they knew that they were going to lose their points or whatever they are called. We don't use the dining plan, and have found it to be difficult to get reservations the last few years. We have never been able to walk up to a restaurant and get a seat at the popular restaurants.

 

[DANODANO]

I whish they would charge for every adr that is made so every one would get a chance.Making two at once is not right!

 

[nicoleshaun]

MushyMushy -- sorry if I did not explain well -- my point was this: Disney gives the number out, so someone could get to to evaluate a CM. I did not rip the CM that was on the phone with me -- actually graded him high as helpfulness, but not so high on friendliness. I agree, (using you quote) happyhappy joy joy is not what I like either (just had that today with AT&T, and it drove me crazy) -- but he was not friendly.

 

[Vemnox]

If you ask me, all reservations should be booked with a credit card and have a 24hr cancellation policy ... that would make people be a bit more wary on where and when they book things.

 

[Vemnox]

I called on Tues to double check on all my ADR's (leaving tomorrow) -- I have done this before, b/c it seems that there have been a few times that my times change -- just by 5-15 minutes, but it irritates me -- I am VERY anal about planning the trips to Disney, and have spreadsheets of my meal times, etc, so I know that I can not get it wrong 3 times within one Disney trip. Anyway, when I called on Tues to verify everything, the CM was not rude, but was definitely not warm or friendly. I think that is what I expect of Disney --friendly and hospitable, and when I do not get it, I am disappointed. Luckily I agreed to participate in the survey. I know that when you are asked if you would like to participate in the survey, they give you a phone number to call in case you get disconnected or need to call back at a later time. Unfortunately, I no longer have that number -- but it might be useful if someone has it to pass along!

You do realize these people sit in cubicles 40 hours a week and do nothing but exclusively dining. While I agree no one should ever be rude, I think it's a bit much to expect everyone you call to be jubilant and eccstatic about making a dinner reservation when 1 minute before you they did the same thing and 1 minute after they'll do it again.

 

[DonaldTDuck]

ooh wait. after reading that, i realized that it's only kosher if we leave the 3pp ADRs without cancelling.

Then that's what we'll do when we finally decide.

I'm making my ADR's this weekend, and if I don't get what I want because some nimnul can't dedide and has doublebooked, can I just blame you? You're cheating some one with this that is going to try to book. What you are being is rude.