What CRO lists on our records?

[TammyC]

I have read here about people calling frequently to check availability (waiting for a cancellation, etc.) and I personally have called a couple of times checking about discounts (hoping that I had received an e-mail, which I couldn't access while out of town - I didn't). Anyway I'm just wondering if our records read.. called again, wanting discount... called AGAIN to check availability.. called AGAIN to change something. I'm afraid maybe they just don't send postcards to guests they consider pests!

 

[Michelle GT]

Your post reminded me of a Seinfeld episode where Elaine trys to get her medical records so she can see what the doctor has written about her.
I do think about what they write down in files and keep on record. Once I make a reservation with them I tend to change it numerous times and have many questions regarding everything from rooms to dinner reservations to You name it!!! I'm hoping that I have so many changes and questions that it would be totally overwhelming for them to keep track of.
Does anyone else know if they save all phone conversations?

 

[Dan Murphy]

This might add a little insight, a very old trip report of mine, originally posted here back in early 2000. They do make notes......

http://www.disboards.com/showthread.php?threadid=30391

 

[theresaruth]

I often wondered about that too. But you know what...it's really only a hand full of us, namely people on these boards, we probably make up only a small percentage of people who call regarding making changes in our ressies when it comes to discounts and codes. I think the CMs actually expect us to call often to see if we can get better rates with the codes we are waiting for. Perhaps there was a notation on my ressies saying that I was going to call back to inquire about this or that and the next time I call they would have it available like magic, ha-ha. Did I reach my "calls to CRO" quota? yes. I changed my reservations 5 times, went from rack rate, standard view, to AAA rate, to AZZ rate, now I have the AP rate at WL. Then I made several calls regarding PSs and yet another call to add La Nouba. And I am going to all again to confirm everything. I feel sorry for those people who do not read these boards and just make "one" call because they don't know better and I think the CMs and shaking their heads. I say if you want to keep a "paper" trail of all my calls then goody for me, at least this way when I call back for my next vacation, just cut to the chase and give me what I am expecting...:

 

[RetiredCM]

YES, Each time you call on your current reservation the CM is supposed to write a small note regarding the conversation.

Example: not all cms still use this language

gst mrs cld ask if 1Q conc lev avail adv not at this time gst stat cl bk


This means:

Guest Mrs (smith) called to ask if the Animal Kindgom Lodge concierge level available, advised not at this time, guest states will call back later.

This way if a different cm gets your next call they know what you have been looking for and what you may need to know the next time you call. YES, this can work for both sides in keeping track of what your needs are. I use to work in reservation along time ago about 10 yrs ago and was always ticked off if notes weren't left because the guest thought I was the only one working on the reservation and they though I didn't know what I was doing. Please remember that the res center is all over not only in Orlando and the current person you are talking too can only go by what notes have been left. If you find out that they are no notes about a request you have made ask nicely to have them put them in notes for you at this time. It makes everyones call alot smoothier and reservation made easier.

HAVE FUN

 

[packy]

We have been going to WDW since 1996 and until recently, I didn't think they even kept records given the number or room and people they book each year. I think they now are keeping records on who stayed and when but doubt they they are keeping records as to how many times you changed reservations for a given trip.

 

[Debbart]

Retired CM....Welcome ..you have only posted a few times so far but already your posts have been very informative,,,I'm sure we'll be picking you brain about a lot of things

 

[n2mm]

They keep the names and ages of your children and GC that come with you. Often when making dining reservations I've been told that I must really like a certain restraurant because the CM had access to my many past ressies there. When making room reservations and taking our grandson, they seem to know his age and his last name without me telling them. I guess this is their way of keeping track of those little ones as they approach the age where they are charged extra for staying in your room. I've called in the past and when pulling up my reservations for my upcoming trip, the CM will mention that I have a big file. So in addition for working for big brother in DC, I have a big brother in WDW too. Guess I have nothing to hide.

 

[chyam]

I know they defineately keep notes.............when I call to make reservations they ask who will be staying with me? Now let me straighten this out, I am a single female who lives in FL, I have many friends from all over the country, (many who are male) whenever anyone comes to FL of course they want to go to Disney World, so being a resident I am entitled to some discounts and also a passholder, so I call and make reservations. Now I find that over the years I have had 5 males listed on my reservations, this makes me look like some sort of flousey: When in actuality 2 of them were my brothers and 1 was a college friend and only 2 were actual love interests (Now this is over a period of many years!) I asked if they could erase the names and let me start over..............no! My next vacation package arrived listing that I was staying at the WL with 5! and it was my first visit! They really need to get their notes straight.....I am in fear that Disney will think I am running some sort of escort service I have even tried making reservations in my name only, they just will not do, other names have to be added if someone else is staying in your room.........oh well, at least I know I am popular! Matronly but popular, I only wish I were getting as lucky as the Disney CR's think I am lol I'll be they don't list on their records how I complained 2 trips ago about having ressies again at the WL for a woodsview and being offered concierge, and me thinking oh how great! only to end up being on the 7th floor overlooking the service entrance! Great fireworks view but lousey otherwise!

 

[chyam]

Just an after thought, perhaps they ask childrens ages and keep track it for years just so people can't say their 5 year old is 3, since he was 3 2 years ago therefore you have to pay more for the admission ticket? Oh heck I don't know but I do know that they sure can't keep to much straight, since I made 2 ressies on the same date for 2 different times and have not yet received a confimation on one of the trips...........but of course according to them my Oct trip will be my first!

 

[KELLY]

Hi
I don't know if the do or don't but when I went in April I went with my mom we channge reservation 2 times from pop to POFQ with code. When I went to book reseravation just me and DH for September they asked if the other person was Cynthia and I polietly said no. So the do keep track. This September trip has been a nightmare as far as changing resorts I only usually change once a code comes out. We haven't changed dates just hotel 1st started out at pop than the 7 for 5 deal changed to CBR next came the public code change to AKL than we got a postcard to save more money about 100.00 off are exsisting AKL reservation the next day I thought maybe we should stay at WL instead because it was near some of the things we would be doing the LAua chef mickey's etc. Oh my goodness the cm's must be sick of me. And than after that I had a quick thought maybe we should stay at a moderate to save money. After I slept on it I figure I should keep my WL reservation because we have never stayed at a Deluxe and got a great rate. Does anyone else do this this is the first time I have had so many changes?

KELLY

 

[GeekChic]

dan, thank you so much for posting about what that wonderful CM did for your family...stories like that bring tears to my eyes, there are so many kind and wonderful people who work for WDW and help the magic along when they can! we had a similiar experience at check in with a CM who upgraded us instantly from wing standard to tower MK view at Christmas time for my daughter's 4th b-day! Magic can and does happen Loved your trip reports too.

I am just realizing how extensive the note keeping/taking is LOL. The other day I had a question and called and the CM said "One moment while I read the notes..." then she came back and said "wow, have you really been here XX number of times?" and I said, "we're lifers, what can I say?" LOL and she laughed.

I think as long as you're kind and polite it doesn't matter how often you call. As far as changing rates...if they didn't keep changing we wouldn't have to keep calling! LOL

great thread!
geek