WDW Disappoints in a big way! - Resolved update post #13

[TimandTanya]

I made our dining ADR's 90 days out. We got the restaurants that we wanted. The person at 407wdwdine even asked us if there was a special occasion, we told her our 10 th anniversary. We got confirmation #s and all is good. OR SO WE THOUGHT!!!..........

We went today to print our confirmations out, to start to make our trip packet, and saw that the special events weren't listed. So i called 407wdwdine to confirm the special events. They said that the events were listed, but our dining reservations were under a "Multiple Resources Allocated" status, which means, you eat at different tables!!

I expressed my discontent and of course there are no other ADRs available. When i asked to speak to a supervisor, she emailed someone as I was on the phone with her, and they said that the reservations stand, and there was nothing they could do.

I told her that she can email her supervisor back and tell her that I will cancel my entire trip then, cause this breaks it all, and we will go to the Smithsonian in D.C. instead. She came back a few mins later with an email address that the supervisor gave her for guest communications, and then said "have a nice time at D.C."

 

[mickey2000]

I made our dining ADR's 90 days out. We got the restaurants that we wanted. The person at 407wdwdine even asked us if there was a special occasion, we told her our 10 th anniversary. We got confirmation #s and all is good. OR SO WE THOUGHT!!!..........

We went today to print our confirmations out, to start to make our trip packet, and saw that the special events weren't listed. So i called 407wdwdine to confirm the special events. They said that the events were listed, but our dining reservations were under a "Multiple Resources Allocated" status, which means, you eat at different tables!!

I expressed my discontent and of course there are no other ADRs available. When i asked to speak to a supervisor, she emailed someone as I was on the phone with her, and they said that the reservations stand, and there was nothing they could do.

I told her that she can email her supervisor back and tell her that I will cancel my entire trip then, cause this breaks it all, and we will go to the Smithsonian in D.C. instead. She came back a few mins later with an email address that the supervisor gave her for guest communications, and then said "have a nice time at D.C."

Another example of why I cancelled my November trip for a NON Disney 10 day cruise
Just not the same

 

[TDC Nala]

How many people in your party?

It's not anything to panic over. Disney seems to have moved to a cover their butt stance when it comes to parties larger than 4 people.

That was kind of unneccessarily rude though. Not that you're not welcome here in DC.

 

[phyllis1966]

... They said that the events were listed, but our dining reservations were under a "Multiple Resources Allocated" status, which means, you eat at different tables...

I don't understand what this means...are there 2 of you to be celebrating your 10th anniversary while sitting at separate tables? Am I understanding correctly, because if so, that's insane! I'm not big on making those phone calls to WDW, so I would have figured that when I checked in for dinner, I'd mention the anniversary again, so I never would have known ahead of time about the seating issue. Why wouldn't someone correct the situation when you checked in for your meal?

 

[bytheblood]

How many people are in your party?

 

[TimandTanya]

3 people in our party, Myself, my DW and our 8 yr old DS. As I am typing this I am on the line with 407wdisney to see if they can do anything. The Disney music while on hold is great!

 

[notaclue]

Like the other posters said...how many people were in your party? We've had to make ressies for a group of 4 and a group of 5 but the restaurants are usually good about seating you next to each other or pushing the tables together. As far as special occasions, please realize that a large percentage of the people at Disney are celebrating some sort of special occasion and while Dis and the restaurants try their hardest to accomodate everyone, sometimes it becomes physically impossible to please all their guests.

Surely you aren't going to let the fear of something that hasn't even happened yet (and might not happen) ruin your Disney vacation?

 

[Tricia1972]

If it is any comfort to you it always says that "you may be seated at two tables" on our reservations (party of 7) and we've never been separated.

I am sure that things will work out for you

 

[notaclue]

3 people in our party, Myself, my DW and our 8 yr old DS. As I am typing this I am on the line with 407wdisney to see if they can do anything. The Disney music while on hold is great!

Now this really makes NO sense....you are a party of 3. I think maybe someone at Dis doesn't understand. Have you tried talking to Guest Services?

 

[lucienne78]

I wouldn't worry about this. Just when you go to the restaurants, say that you need to sit at one table and they will accommodate you. Obviously they won't have one person sit alone. That is just absurd.

 

[phyllis1966]

I wouldn't worry about this. Just when you go to the restaurants, say that you need to sit at one table and they will accommodate you. Obviously they won't have one person sit alone. That is just absurd.

I absolutely agree - I wouldn't waste my time on the phone...why bother? No way will they separate a party of 2 parents and a young child at 2 different tables!

This is one of the reasons I never check ahead of time to make sure ADR's are perfect - then I'd be stressed the entire time up until my vacation. I've always had any problems handled when I check in at the podium (I've only ever had one time where they couldn't find my ADR - I whipped out my conf. # and the problem was solved instantly).

 

[TDC Nala]

Um, no. They are not going to split up a party of 3 (parents and child) in the restaurants. Don't know where that came from.

 

[TimandTanya]

I just finished my wonderful conversation with a guest services person named Scarlet. She was great!! The Dining reserv. just went to a new system, and it defaults all reservations to "Multiple Resources Allocated". She has been getting calls all week about it, you could tell she was frustrated with Disney for not having it fixed, but couldn't have been nicer with me.

End Result:

When making an ADR, be sure to tell the person at reservations that it will not be a "Multiple resources allocated"

P.S. They fixed our ADRs, and in the process of fixing others.

I am still disappointed in how I was treated the first time I called though. Not cool at all on that person's behalf.

 

[notaclue]

I just finished my wonderful conversation with a guest services person named Scarlet. She was great!! The Dining reserv. just went to a new system, and it defaults all reservations to "Multiple Resources Allocated". She has been getting calls all week about it, you could tell she was frustrated with Disney for not having it fixed, but couldn't have been nicer with me.

End Result:

When making an ADR, be sure to tell the person at reservations that it will not be a "Multiple resources allocated"

P.S. They fixed our ADRs, and in the process of fixing others.

I am still disappointed in how I was treated the first time I called though. Not cool at all on that person's behalf.

Thank goodness they got it corrected. It was worrying me and it's not even my ressie! I've read that alot of the people who answer calls are contractors, part timers, etc and may not be well trained in Dis subjects or customer service. I'm sorry they were rude to you and hope your vacation is full of magic and pixie dust.

 

[Limmer]

I am still disappointed in how I was treated the first time I called though. Not cool at all on that person's behalf.

How would you have liked them to respond to your threat? Immediately do as you had asked? If she could have done what you wanted, she probably would not have made you get to the point in the conversation that you thought threatening to cancel your trip was necessary.

Edited to add: That was not meant to be as snarky as it sounded. But seriously, what would have made you happy?

 

[DebbieB]

I absolutely agree - I wouldn't waste my time on the phone...why bother? No way will they separate a party of 2 parents and a young child at 2 different tables!

This is one of the reasons I never check ahead of time to make sure ADR's are perfect - then I'd be stressed the entire time up until my vacation. I've always had any problems handled when I check in at the podium (I've only ever had one time where they couldn't find my ADR - I whipped out my conf. # and the problem was solved instantly).

I agree - I never recheck mine and never had a problem.

 

[Luv2Roam]

I would have said -- Hope you have an in house baby sitter for my child since she will be the only person at a table as you will not let us sit together.
Pretty bad, I agree. But I also think that the restaurant would not have allowed this. I could almost see a party of 5. But seating a party of 3 isn't much different than a party of 4.
Once at Garden View Tea as a party of 4, I was told we could not be seated together. However once there, the place was nearly empty and of course had no issues at all sitting together.
That being said, once a guest threatens, I think they cease trying to please. Been there myself and let the anger out. But really it does not help the situation.

 

[ShannonMB]

I'm very glad you got your situation resolved! I'm sure that is a huge relief. A couple thoughts...

1) The 'CM' on the phone, probably not even in Orlando couldn't probably care less if you never go to Disney in your life. Same crappy paycheck, another p***ed off customer, different day. I'm sure you already know this!

2) I, like some other posters, NEVER call to confirm/adjust ADRs. Once I have my conf # in hand, any and all situations will be handled at the podium, not on the phone with some clueless person who couldn't care less.

3) If I DO need to call for any reason and I get that clueless person who couldn't care less, I thank him/her for their time, hang up, and call back. Keep doing this until you get someone like Scarlet who DOES care and is NOT clueless!

Once again, so glad you got it worked out!!!

 

[disneygirlinnj]

They only say that they have the option to put you at separate tables just to cover their butts. Please tell me the last time you saw a table at Disney that doesn't hold 3 people, especially 2 adults and one child. You're got upset over nothing. With you threatening Disney that you're going to cancel your trip...you would have gotten the same snide remark if I was the CM on the other line. I've worked in customer service. We try to please the customer as much as possible until they become rude and belligerent. After that? We don't need your money so go ahead and cancel. If that's what's going to ruin your trip then you probably shouldn't go anyways.

Glad you got the answer you were looking for though.

 

[TimandTanya]

How would you have liked them to respond to your threat? Immediately do as you had asked? If she could have done what you wanted, she probably would not have made you get to the point in the conversation that you thought threatening to cancel your trip was necessary.

Edited to add: That was not meant to be as snarky as it sounded. But seriously, what would have made you happy?

Very simply, they should have said, "We are very sorry, we made a mistake, let me fix it right away for you." That's it. Not ,"I know we made a mistake, but you are screwed and we aren't willing to do anything for you. If you don't like that answer, here is an email address to send your hate mail."