Unhappy with Disney's Reservations

[Jane E.]

I booked POP Century for one night for ds' 20th birthday. I made it clear at the time of the ressie that I was staying at the Dolphin and booking a room for ds & his wife. I said I was a FLA Resident & a AAA member. She went with my AAA membership to get the discount. Today, I phoned with a code to see if I could get a cheaper rate. (Couldn't) Then I asked if I needed to be with them at check in for the discount to be applied. She stunned me when she said that the AAA card could not be used unless I stayed at POP. I told her that when their company made my ressie I told them I would be staying at the Dolphin and booking POP for my son. The lady who made the ressie knew I was not staying there. Furthermore, MY cc has been charged, MY AAA # booked - I made these ressies back in February. After being put on hold once to check details she came back to the phone. I asked for a supervisor. After holding for several more minutes I gave up and hung up. After all, I'm being charged for the phone call. I just don't understand Disney.

 

[LSUDis]

Call back on the 800 number (1-800-828-0228) and hold until you get an answer. If nothing else, can you book two rooms at the Dolphin for the one night only and keep your other nights, too?

 

[Jane E.]

Thank you for the 800 #. I'm putting that in my notebook. I've been using the 407# for booking. Well, if all else fails ds and dh can stay at POP and daughter in law and I will stay at the Dolphin! I thought maybe WDW would phone me back, after I hung up, but I haven't heard anything yet.

 

[vhoffman]

Sometimes they can't call back. Some systems are set up just to receive calls, not to make outgoing ones. I've experienced such frustration with the Disney reservations system that I'm seriously considering staying offsite next time. Its not unusual to be put on hold 45 minutes to an hour, only to get a clerk who acts like you're inconveniencing her somehow. If you try to make a reservation online, the system never gives you what you ask for. If you want a standard room, it throws suites at you, oftentimes at different resorts than you requested. I used to think that was all that was available, until I called (and finally got through) and found there were plenty of rooms available that met my requiremements.

In my opinion, their system is outdated and inadequate to handle the volume of reservations they have. They need some serious upgrading. Here's one caveat - NEVER charge things like meals, souveniers, etc., to your room. Sounds convenient, but I've heard of more headaches created by mistakes doing that. Just charge to your credit card. If you can get a room at Disney, more power to you! Usually, I make my own reservations, but this is one place I find a travel agent to really be helpful (let them sit on the phone for an hour!) I've used Dreams Unlimited with great success. I've also heard good things about Liberty Travel. Good Luck!

 

[Jane E.]

Thank you vhoffman. Its nice to know that I'm not the only one experiencing problems. This trip is just a short trip but I think next time I'm going to use Dreams Unlimited. I've read great things about them on this board and they probably know shortcuts, back phone numbers, supervisors names etc.

As for charging to a room number, we did that once when we stayed at AKL. We experienced no problems and it was convenient. However, I have heard of other people experiencing problems. Maybe WDW is just too big & they need to work on improving their customer serivice skills. 45 minutes is a long time for you to hang on a phone. I just can't believe how lacking their social skills are.

 

[ILoveWDW2003]

You cannot book discounted rates for others at resorts if you are not staying at the same time as them.

Yes, the CM's are not consistent, and this definitely needs to be addressed.

I have made 6 different trips to Disney in 7 years, and charged everything to my room every trip - with no troubles at all.

 

[DebbieB]

I would think to get the AAA discount, the room would have to be in a member's name.

 

[Jane E.]

I wish the cm would have told me when I booked it. I probably would have just waited a few weeks and checked back to see what prices were available. I'm thinking about throwing out that ressie and rebooking with the new code at another value hotel. I just didn't like how this was handled.

 

[hugsquared]

The one thing that irked me was calling back to do our flights thru CRO. Due to DD taking a different flight on the way back we were juggling times. Had a perfect set up on Delta.com, called CRO, gave them the flight # and times but they couldn't book it...said the computer wouldn't allow the times I had requested. It made me mad since I had already bought the vacation insurance so now, if something happens, my flights are not covered because I HAD to book through Delta.

 

[Jane E.]

That is frustrating. I wonder why Disney couldn't book those flights but Delta could.

 

[hugsquared]

Guy at CRO said their system only gave them certain flights to play with. This is actually my stepdaughter. She's coming to our house prior to the trip and on return, when we get to Atlanta, we're putting her on a flight back to her mom while we head home. She's only 9 so it was imperative that our connecting flight from Atlanta leave AFTER she caught her connecting flight. I plugged all the info in at Delta and it had us leaving Orlando at 2:05, in Atl at 3:37. Our connection leaves at a little after 6pm and her connection left at 4:45...this was perfect. It came up that way on our computer without having to call Delta to figure it out. When I called CRO, they were very nice and he tried for about 45 minutes to get it to all go together but their system wouldn't let him. Perhaps Delta limits the tweaking they can do...who knows? But it's disappointing all the same due to the insurance issue and since Disney couldn't book my tickets (and they're non refundable) we stand to lose almost $700 if something happens. Keep your fingers crossed for us.

 

[golfgal]

Why don't you just add your wife to your AAA plan. It is an extra $20 or so and very worth having especially for non-DIsney stuff. If she breaks down on the side of the road and you are not with her, she can't use AAA. AAA service is on the person that is on the card and if you aren't there, it doesn't transfer. Then, when she checks into the hotel. she can present her own card for the reservation.

 

[Carol Ann]

My Disney ressie tale...

I called, ecstatic about booking with a postcard rate at POP! The postcard had been in my maiden name, so I had to jump through some hoops to get it applied to my current name, but it ultimately wasn't a problem (I think because my maiden name is now my middle name, but who knows). I went through the whole booking process with one rep - got everything set up, and she put me on hold to check on something. I was on hold for a VERY LONG TIME (maybe 20 minutes) and then a DIFFERENT CM came on the line with no information about the prior transaction! It wasn't even in the computer! So I had to go through the whole rigamarole again....bought my tickets in advance...thought everything was ducky and we said our goodbyes. Overall phone time = 1 hour.

THEN, I decided to call to make my building requests and to increase the length of my tickets from 6 days to seven days. Thankfully my computer reservation was correct, but then, for some reason, the previous CM had charged me the "gate-rate" instead of the advanced purchase price for my park tickets. I am just so glad that I had an aware CM on the phone for my last transaction...she fixed the tickets up (and since the original CM had overcharged for the 6 day, my 7 day passes actually were CHEAPER than the originally paid amount).

I know that CRO is not necessarily a very psychically rewarding place to work - but for goodness sake, please do it right.

 

[Jane E.]

Still haven't decided which way to go with this. Carol Ann, you have more patience than me. One hour on the phone, if you're paying for it can add up. I kept thinking of all the phone time I've used up booking Disney trips - between hotels, ps', tours etc. I probably could take a whole trip with the money I've used on phone calls thru the years! Glad that it worked out so well for you in the end. You were fortunate to get the right person on the phone.

Golfgal, I am the AAA member and the wife. My husband has a AAA card too. Our dear son who is 19 is not a AAA member. He lives 1/4mile from where he works & shops, so he hasn't felt the need to become a member.

Hugsquared, my fingers are crossed for you. Have a great trip. I hope its soon. I can telll you'll be stressin' about this until you all safely arrive at Disney & I don't blame you.

 

[golfgal]

Golfgal, I am the AAA member and the wife. My husband has a AAA card too. Our dear son who is 19 is not a AAA member. He lives 1/4mile from where he works & shops, so he hasn't felt the need to become a member.

/

See what happens when you post before you have had enough coffee for the day. I read the post that you made the ressie for your DW and DS, not your DS and his DW. Good morning to me! I still think they should get AAA, it is great for discounts in resturants, car repairs, hotels, etc.

 

[eeyore45]

I am aggravated/unhappy with CRO too - I finally was able to sneak a call to make our reservations (surprise to DD who has been home sick! Every time I've gotten on the phone in my room, *knock *knock dd came in, quickly hang up the phone!)

FINALLY, I can call... we're sorry the CRO is closed... WHAT? its only 9:10pm, oh well, hopefully I can call again sometime today!