Treated badly by CM on phone

[MiaSRN62]

Kristina asks : What if I wanted to have dessert at another restaurant? It does happen.

Kristina,
My personal experience is that the TS restaurants do not allow parties to come in just for dessert. I have tried this twice over the last 5 years and been turned down both times. I have no plans to ever try again. Last time was at Tony's. Our family of 5, just wanted to come in for coffee and dessert. It was about 4:45 pm. We were politely turned away and directed towards the Main Street Bakery (which we knew was there of course ). I explained we wanted the bananas foster they served there (yum), but was told they don't seat for just dessert.
I'm not sure what others experiences have been, but we've been turned away twice for just dessert seating. The other restaurant was Kona. Again, they were polite, but would not seat us. It wasn't even an issue either time of the restaurant being full or anything. There were tables open and servers standing around both time. Has anyone had any luck getting seated just for dessert ? Just curious.

 

[TinkerBelle_325]

I will readily admit that I am double booked for 1 evening on my upcoming trip. However, my double booking comes from logistics sake. I have an 8pm ADR at R&C and an 8:45pm at Kona. Which ADR we go to will be decided by when my friend gets in on Magical Express. I will know by about 6pm the day of whether or not we will be able to make the R&C ADR (our preference). So I will be calling Disney Dining that day at 6 to cancel whichever ADR we won't be using. I understand that taking advantage by double booking every night of your vacation is terrible. *puts on her anti-flame suit* Flame away if you would like. I have never been informed of the policy that you are not allowed to double book ADRs and I have done it once or twice before this trip. This will be my 26th trip to WDW, four of which took place in 2006 and I was never informed of the policy. In fact, I had no idea it existed until I read this thread. Perhaps Disney is cracking down on it, but I got no lectures when I double booked just last week.

In addition, on my past 4 trips, two of which were during Free Dining, I had no problems changing ADRs the day of by merely calling Disney Dining. I doubt that the OP was attempting something sinister by double booking.

 

[Amirah95]

Kristina,
My personal experience is that the TS restaurants do not allow parties to come in just for dessert. I have tried this twice over the last 5 years and been turned down both times.

My family and I had a ressie at Tony's in May of 2003 (our time was 6:15pm). We got there and didn't see anything on the menu that we wanted for dinner so we ended up ordering just desserts. This is the time we stayed off-site. Nobody gave us a hassle and we tipped as we would have at any other place. So when you posted that I was like maybe they made an exception for us?

Also the doublebooking thing, honestly, I never thought to do this before. With that being said I will never try it now that I know about it. It's not a fair by far.

 

[cabanafrau]

I will readily admit that I am double booked for 1 evening on my upcoming trip. However, my double booking comes from logistics sake. I have an 8pm ADR at R&C and an 8:45pm at Kona. Which ADR we go to will be decided by when my friend gets in on Magical Express. I will know by about 6pm the day of whether or not we will be able to make the R&C ADR (our preference). So I will be calling Disney Dining that day at 6 to cancel whichever ADR we won't be using. I understand that taking advantage by double booking every night of your vacation is terrible. *puts on her anti-flame suit* Flame away if you would like. I have never been informed of the policy that you are not allowed to double book ADRs and I have done it once or twice before this trip. This will be my 26th trip to WDW, four of which took place in 2006 and I was never informed of the policy. In fact, I had no idea it existed until I read this thread. Perhaps Disney is cracking down on it, but I got no lectures when I double booked just last week.

In addition, on my past 4 trips, two of which were during Free Dining, I had no problems changing ADRs the day of by merely calling Disney Dining. I doubt that the OP was attempting something sinister by double booking.

I get that you are trying to do the best job planning an enjoyable trip given your circumstances, but do you honestly think that 6pm is going to be enough time to allow the unwanted ressie to be truly available to anyone else? What if similar scenarios make "your preference" unavailable to be booked by you, at all? Enough of this attitude will surely grow this to the point where people may be left not only shut out of "their preference", but perhaps any other appetizing choice for them. Sure, they might be able to book at X,Y or Z, but know that each presents an issue for someone in their party, but too bad -- no soup for them!

Wow, no fun visiting the Happiest Place on Earth when it's filled w/ the "I got mine, get out of my way" attitudes. Good character & good manners are must-haves in any season or situation. I'm definitely packing mine when we head back, sure hope everyone else does the same.

 

[PaulaSB12]

I rang twice to get all my adrs, on one of the calls the cm kept asking why I was going alone and couldn't I get someone to go with I LIKE my solo holidays and find group holidays difficult so it was irritating to get that.

 

[Mulan82]

But, if what the CM said is Disney policy, how can they not say it?

no, i was saying that the CM shouldn't have said," make up your mind or i'll make it up for you." and there are different ways to say that she couldn't have both adrs at the same time. how about, " i see that you have double booked dinners at both ( enter restaurant) and (enter restaurant) on ( enter day and time). unfortunately due to DISNEY policy we are unable to keep both ADRs. please take one or the other. " ok. so that was the best i could do off the top if my head.

 

[Katiebell]

I guess I just feel like being mean when it comes to this post.

Don't know that it's ever necessary to be mean. JMO.

What is a CM, What is DH and What is ADR? I don't understand this. Please advise me on it. If you think I am nosey. I apologise!

Don't feel bad. My DH was reading over my shoulder, and asked about the secret code There is a really good page here that explains most of the abbreviations http://www.wdwinfo.com/abbreviations.htm

I disagree only because a 24 hour cancellation policy shuts out everyone who tries to make a reservation between when the original person made the original ressie, and day before.
How about this: Double-bookings will be valid for seven calendar days. If one is not cancelled within that time frame, the original reservation will automatically be cancelled by the automated reservation tracking system (not yet in place). This gives people like the original poster the opportunity to discuss arrangements with travel companions, and still makes it possible for others to get reservations.

This is the best suggestion I have read.

To me, it sounds like Disney needs a few more TS restaurants. If everything is always booked now, how could they lose?

Yep, I agree. Well, the Yak and Yeti will open this summer in AK, won't it? And they keep talking about the T Rex place opening in DTD, but nothing definite yet.

IMHO it is too bad that when someone double-books Disney doesn't automatically cancel both of them. Then the CMs wouldn't be stuck trying to get people to do the right thing and make a decision.

Even just canceling the older reservation would work -- they could start telling guests that the newer reservation will override and cancel the previous ADR.

The OP was put on the spot and asked to consult with her husband. why was that so much to ask?

Only because even if the OP really intended to call back, a lot of people wouldn't bother. No way to know the tone of voice, but the things the CM said sounded rude and abrupt. There are other ways to have said it.

Kristina, My personal experience is that the TS restaurants do not allow parties to come in just for dessert. I have tried this twice over the last 5 years and been turned down both times. I have no plans to ever try again. Last time was at Tony's. Our family of 5, just wanted to come in for coffee and dessert. It was about 4:45 pm. We were politely turned away and directed towards the Main Street Bakery (which we knew was there of course ). I explained we wanted the bananas foster they served there (yum), but was told they don't seat for just dessert.
I'm not sure what others experiences have been, but we've been turned away twice for just dessert seating. The other restaurant was Kona. Again, they were polite, but would not seat us. It wasn't even an issue either time of the restaurant being full or anything. There were tables open and servers standing around both time. Has anyone had any luck getting seated just for dessert ? Just curious.

This is interesting. We have made two ADR's for dessert only. One is at Sci Fi at 10:10 pm -- they are open late for EMH and we wanted to stop there for shakes after Fantasmic, and figured there wouldn't be folks clamoring to eat dinner there that late. But we do have a reservation for Mama Melrose's for the Fantasmic Dinner package that same night, and the latest seating we could get was 4:50 pm, so there is over 5 hours between those ADR's. The other one is for 9:45 pm at Flying Fish, for dessert and coffee only. We are spending the day at Epcot, only have CS planned for the whole day, and wanted to head over to check out the Boardwalk after Illuminations. We don't have a dinner hour ADR that day at all, so there shouldn't be a conflict. We asked the CM to note on both ADR's that it was for dessert only, and even though we are on the DDP, we are paying OOP. Do you think you were turned away because it was a walk-up? Or because it was close to the prime time dinner hour?

 

[MermaidsMom]

Don't know that it's ever necessary to be mean. JMO.



Don't feel bad. My DH was reading over my shoulder, and asked about the secret code There is a really good page here that explains most of the abbreviations http://www.wdwinfo.com/abbreviations.htm



This is the best suggestion I have read.



Yep, I agree. Well, the Yak and Yeti will open this summer in AK, won't it? And they keep talking about the T Rex place opening in DTD, but nothing definite yet.



Even just canceling the older reservation would work -- they could start telling guests that the newer reservation will override and cancel the previous ADR.



Only because even if the OP really intended to call back, a lot of people wouldn't bother. No way to know the tone of voice, but the things the CM said sounded rude and abrupt. There are other ways to have said it.

Katiebell,
I think you spelled it out very kindly and diplomatically. Having the system automatically cancel the 1st ADR after 7 days is a great idea that would solve everyone's problem.

 

[Katiebell]

Katiebell,
I think you spelled it out very kindly and diplomatically. Having the system automatically cancel the 1st ADR after 7 days is a great idea that would solve everyone's problem.

Thanks -- can't take credit for the idea, that was kaytieeldr's stroke of genius But I do agree it's a very fair solution.

But if Disney is cracking down, they may have asked CM to do this (and even phrase it this way since a couple of people have been told the same thing by different CM's - if you don't do it, I will).

I am still in client service, in fact I train people in client service for a government department, and yes, you have to smile when someone is being rude, yes you have to be nice to everyone, yes you have to provide the best possible service you can.

However, that being said, when a client is "breaking the rules" the agent needs to be firm.

The other day one of our agents came to me for advice about this client's situation, I clarified the policy and legislation with him so he could explain it to the client. After he left my desk I logged in to listen to the call. He spoke to her in his usual manner which is pleasant and professional but the news he gave the client was not positive. After he finished, she started saying she didn't like his tone and he was being rude to her and she was going to file a complaint.

It was not how he said but what he said. A lot of people confuse being told no, with being rude.

If Disney tells their CM's "when you discover a double booking, it must be cancelled in that phone call. If the customer declines to do so, warn them that it will be done regardless and provide them with another chance to do so, if they still do not comply, cancel the reservation which was booked first (ask once, warn once, then do - which is actually our policy for dealing with client's who use inappropriate language, act in a threatening manner or are screaming).

Yes, some agents are more abrupt than others but in this day and age is it a surprise? Politeness is on the decline in our society which means that it will decline in all lines of business including Disney.

If everyone (and I do mean everyone) was just a little more aware of how their actions and manners affected others, rudeness would be a shock, not the norm.

And as for these boards becoming more "feisty" or "mean-spirited" I have heard that at least once a month since I joined.

There are lots of wonderful, helpful, kind threads on these boards, but so many times people focus on the negative - things are 90% positive and 10% negative - perhaps we needs to focus on the right number and not the wrong one.

Very well said I also work in customer service (and I'm a civil servant, too) and I've trained new reps. Sometimes I have to tell people "no" when they don't like or want that answer -- but it's also my job to give correct information, help the customer to the best of my ability, and still be polite. There are ways of saying "no" that are certainly more pleasant; as they say, the definition of diplomacy is to tell someone to go to *heck* in such a way that they look forward to the trip I think if the CM discussed in the original post had said something like what Mulan suggested: "I see that you have double booked dinners at both (enter restaurant) and (enter restaurant) on (enter day and time). Unfortunately, due to Disney policy we are unable to keep both ADRs. Please take one or the other," that would have been much more productive and polite. If the guest said they couldn't choose yet, or had to discuss with another member of their party first, then the CM could then say, "I understand the decision may be difficult to make -- both are great restaurants, and you may not know for sure which park you will be touring that day. However, if one of the reservations is not cancelled within 7 calendar days (or 3 days, or whatever), then the oldest reservation will automatically be canceled in our system." That would solve a lot of problems.

 

[kaytieeldr]

Katiebell,
I think you spelled it out very kindly and diplomatically. Having the system automatically cancel the 1st ADR after 7 days is a great idea that would solve everyone's problem.

Hey, wait a minute! That was MY idea - Katiebell was merely quoting me!!!
~~~>>>> my original post! http://disboards.com/showpost.php?p=18370798&postcount=75 <<<<~~~~
Credit where credit is due and all that; I mean, people do get us confused - but I'm the sarcastic one and she's the nice one

 

[Katiebell]

Hey, wait a minute! That was MY idea - Katiebell was merely quoting me!!!
~~~>>>> my original post! http://disboards.com/showpost.php?p=18370798&postcount=75 <<<<~~~~
Credit where credit is due and all that; I mean, people do get us confused - but I'm the sarcastic one and she's the nice one

I gave ya credit, kaytie And it really is a great idea. I've thought that Disney should change their computer system to sweep for duplicate reservations and cancel the older ones at least 30 days in advance, but I like your idea even better. But, I've had my share of lectures about how impossible it is to change or update the Disney Dining Dinosaur computer system Somehow, they managed to do it to separate the adult and child TS credits, yet they can't do it for the CS credits, and I'm sure it would be an impossible dream to program it to system sweep and cancel double bookings. But if they told all dining CM's who take reservations to cancel them, it would probably help a lot. And they could tell guests very nicely, there's no need to be rude

I've called Disney Dining maybe 10 times to plan this trip -- adding or changing ADR's. Only once did I get a CM who was really not helpful and pretty lackluster, the others were all polite and efficient. And twice I was fortunate enough to get fabulous CM's who were friendly, helpful, and gave me a lot of great info -- what I hope for when I speak with a Disney CM

 

[MermaidsMom]

Hey, wait a minute! That was MY idea - Katiebell was merely quoting me!!!
~~~>>>> my original post! http://disboards.com/showpost.php?p=18370798&postcount=75 <<<<~~~~
Credit where credit is due and all that; I mean, people do get us confused - but I'm the sarcastic one and she's the nice one

Sorry Kaytieeldr!!! The thread had gotten so long I didn't go back through it before I posted. It really is a great idea! I think you both must be the "nice" ones!

 

[DISNEYFAMILYOFFOUR]

My situation: Disney released the MNSSHP dates to their travel agents during the winter. I made all of my plans and ADR's around going to the party 10/1. Then, when they posted their October hours, it looked like they were taking away the 10/1 party. So, I booked three double ADRs for the two days that I might have to switch if the party on 10/1 was not going to happen. Yesterday, they released the party dates, and the 10/1 was not included. I immediately called Disney Dining and cancelled the three ADRs I did not need.

So, I had three double ADRs for about three weeks. When I called to cancel them yesterday, the CM I spoke to saw it as plan as day and did not comment.

 

[MiaSRN62]

My family and I had a ressie at Tony's in May of 2003 (our time was 6:15pm). We got there and didn't see anything on the menu that we wanted for dinner so we ended up ordering just desserts. This is the time we stayed off-site. Nobody gave us a hassle and we tipped as we would have at any other place. So when you posted that I was like maybe they made an exception for us?

Amirah95 ~
No I don't think they made an exception with you. I think because you had a ressie, they assumed you were going for dinner. You were already seated.....they wouldn't kick you out of the table once you were already seated and looking at the menu. That's my guess.

Katiebell.....the fact we didn't have ressies wasn't the issue. The CM plain out told us they didn't seat for dessert/coffee only. It was the beginning of dinner, but the place was maybe 20% full. This was pre-DDP and FREE dining days (ahhhh....). Walk-ups were so much easier to do. It would have been no big deal for them to seat us. Dessert and coffee would have taken all of about 1 hour tops. So who knows.....

We have made two ADR's for dessert only. We asked the CM to note on both ADR's that it was for dessert only, and even though we are on the DDP, we are paying OOP.

Now this suprises me Katiebell. I'm calling first thing on Monday and making ADR's for dessert only. I'm really curious to see what they say. Maybe things have changed ??? Like I said, it's been a few years since we even tried this. I'll report back on what they say. BTW, did you tell the CM when making the ADR's that you were paying OOP ? Or do they think it's on the DDP ?

 

[Katiebell]

Katiebell.....the fact we didn't have ressies wasn't the issue. The CM plain out told us they didn't seat for dessert/coffee only. It was the beginning of dinner, but the place was maybe 20% full. This was pre-DDP and FREE dining days (ahhhh....). Walk-ups were so much easier to do. It would have been no big deal for them to seat us. Dessert and coffee would have taken all of about 1 hour tops. So who knows.....

Now this suprises me Katiebell. I'm calling first thing on Monday and making ADR's for dessert only. I'm really curious to see what they say. Maybe things have changed ??? Like I said, it's been a few years since we even tried this. I'll report back on what they say. BTW, did you tell the CM when making the ADR's that you were paying OOP ? Or do they think it's on the DDP ?

I told both CM's that I wanted the latest reservation I could get -- after the dinner rush, because I wanted dessert only. So the one at Sci Fi is 10:10 pm (not sure what time they actually close during EMH) and the one at Flying Fish is 9:45 pm (which I was told is their very latest seating). I asked them to note on the ADR that it was for dessert only because I didn't want the wait staff groaning inwardly that someone was coming in when they were near closing time and wanting to order a full meal. And I also specified that I'm paying OOP -- since obviously it would be kind of silly to waste an entire TS credit on dessert only

I was thinking that they might be less likely to do that during dinner hour (you mentioned it was 4:45 pm), or if the guest is a walk up. We made the ADR's to make sure we can get into those places. I really wanted to try Sci Fi for dinner -- more for the atmosphere than the food -- but just couldn't fit it into our schedule. We only have one MGM day, from about noon until closing, and we made that reservation for dinner at Mama Melrose's to get the Fantasmic package. But that's such an early reservation, and we'll probably be at MGM until the park closes -- seemed like the perfect opportunity to stop late into Sci Fi for a shake and to see the place inside. And I doubt that many people will be ordering full meals after 10 pm. Guess we'll see what happens in two weeks

 

[MiaSRN62]

I'm sure you'll have luck Katie....maybe because you're going late ? But if they took the ADR from you and you explained clearly what your intentions were, I cannot imagine they wouldn't honor it.
As for my experience with Tony's.......they just flatly stated they don't do it (sit guests for dessert). He didn't say, "come back later in the night" (after dinner rush) or whatever. And it was not crowded at all. Believe me, we would not wait in a line for just dessert and coffee. There had just been a huge downpour (lightening/thunder...it was a biggie !) and the park had actually emptied out quite a bit. People were literally running out the park. So there was no way we were not being seated due to lack of tables/servers.
But I am sincerely hoping disney has changed their tune on this. Time will tell with me as well.....I'll be calling on Monday. Have a great time with your dining ressies.

 

[MorningGlory]

It's very ironic to me that people are surprised to be treated 'rudely' because they were caught doing something rude. Double booking ADR's and then being mad because you're forced to pick just one is like cutting in line and being mad because the CM makes you go to the end of the line.

If you double book accidentally, that's one thing, but on purpose is quite another. Disney has to purchase food and schedule staff depending on these reservations (not to mention all the people that can't GET an ADR).

Not flaming here to be clear, just giving an opinion.

It's also quite rude to accuse someone of being 'rude' when you yourself evidently haven't read the full story. The OP has stated several times on this thread that the original double bookings were done on the advice of a CM. I know if an employee of a company offered me a choice like this, I wouldn't think for a second that I was doing anything wrong. The ignorance of some people on this thread is astounding.

As an aside, I don't think Disney has any system in place to remove double bookings. I had booked me and my son for 'Ohanas dinner, and called up to change it to 4 people because my dad and brother are now coming with us. The CM said she would put through the booking for 4 first before cancelling the original reservation, in case we couldn't get the 4. So, for about 5 mins, I had a double booking on their system that the CM had to remove manually.

Also I have to say, I have always found the CMs to be really nice, even when I tell them I am staying offsite. The conversation always seems to drift towards them asking if we have been before, and when I tell them this is our first time they are always gushing with excitement for us, and offering little tips and things.

Maybe i've just been lucky

 

[CR Resort Fan 4 Life]

It's also quite rude to accuse someone of being 'rude' when you yourself evidently haven't read the full story. The OP has stated several times on this thread that the original double bookings were done on the advice of a CM. I know if an employee of a company offered me a choice like this, I wouldn't think for a second that I was doing anything wrong. The ignorance of some people on this thread is astounding.

So if a Cast Member says it's ok two double book ADR's you don't have a problem with it. However if someone were to post that a Cast Member says it's ok to bring back old mugs everyone says no that is wrong because it's stealing, even though the Cast Member did not care. Where is the difference there?

 

[MorningGlory]

So if a Cast Member says it's ok two double book ADR's you don't have a problem with it. However if someone were to post that a Cast Member says it's ok to bring back old mugs everyone says no that is wrong because it's stealing, even though the Cast Member did not care. Where is the difference there?

Had it been me, I would have been none the wiser that this was a taboo subject, and if I was receiving the advice from a CM (and ADRs mattered that much to me) then yes, I probably would have took them up on the offer.

The point is, the OP felt the CM was rude when in fact, it was a CM who had given her the advice in the first place.

I read a trip report a couple of days ago where a person was told by a CM to enter a certain queue for a ride, then when they got to the end of the queue, the CM there told them that it was a fastpass queue, but just ushered them through anyway. If this happened to you, and the CM at the end of the queue was rude towards you for 'your' mistake, would you be pleased about it?

 

[CR Resort Fan 4 Life]

Had it been me, I would have been none the wiser that this was a taboo subject, and if I was receiving the advice from a CM (and ADRs mattered that much to me) then yes, I probably would have took them up on the offer.

The point is, the OP felt the CM was rude when in fact, it was a CM who had given her the advice in the first place.

I read a trip report a couple of days ago where a person was told by a CM to enter a certain queue for a ride, then when they got to the end of the queue, the CM there told them that it was a fastpass queue, but just ushered them through anyway. If this happened to you, and the CM at the end of the queue was rude towards you for 'your' mistake, would you be pleased about it?

That's not the point I am trying to make. Others here on this thread have said it was still wrong for the OP and for everyone to double book an ADR no matter the situation. Plus whenever someone asks about using an old mug people act like it's the worst thing they can do, even if the Cast Member says it's ok. So why should it be ok to double book ADR's because one Cast Member says it's ok, however why is it wrong to bring back old mugs even though another Cast Member will say it's ok? So kind of the same situation.