What is Going On with ADR/Reservations?

[WaltD4Me]

I called yesterday to make some ADR's, I got this guy that I could hardly understand and it was like I was talking through a walkee-talkee, like he was "clicking on" when I was done talking. It was a horrible connection and seemed like he was reading straight from a script. I almost hung up, but I already had one ADR in so I did the other two. When I said I wanted an ADR for the Brown Derby he said he needed all my information, address, phone, ect...I told him my name "Lisa" 3 times and spelled it TWICE, he said there was no record of me ever visiting Walt Disney World... Ummmm, okay, that's wrong...finally figured out he was putting my name in as "Alisa"

Then I called today to see if I could get a later time for Tusker House and there is no record of any of the reservations I made yesterday! I had my confirmation #'s, but who knows if they were right since I couldn't hear the guy, but nothing under my name or the confirmation #'s. Sigh.......

 

[wdwscout]

I've been using the online ADR system- and so far it seems to be much easier!

But after your experience- I would call back and ask to speak with a supervisor to complain. Better yet- write a letter to WDW Dining Guest Relations. You have the confirmation #s you were given, he description of the quality of the call and your (and his) inability to understand each other. That is totally unacceptable on every count.

I hope you got all the ADRs you wanted today!

 

[WaltD4Me]

I've been using the online ADR system- and so far it seems to be much easier!

But after your experience- I would call back and ask to speak with a supervisor to complain. Better yet- write a letter to WDW Dining Guest Relations. You have the confirmation #s you were given, he description of the quality of the call and your (and his) inability to understand each other. That is totally unacceptable on every count.

I hope you got all the ADRs you wanted today!

HA! Funny thing is...I called because I didn't trust the on-line reservations to work!

I know this will sound unbelievable, but I've never had a problem with calling for reservations, I've always had great CM's who knew what they were talking about and all ADR's were made no problems. This is the first bad experience I've had and the first walkee-talkee conversation, I was just wondering if they were trying somethine new.

 

[wdwscout]

I know they now have many CMs working from remote locations- even their homes in some cases.
Sounds like you got someone with a terrible phone or headset.

I would still let them know- because when they have off-site employees, then can't know- or control- all the aspects of a quality encounter as well as they can when everyone is in the same room on a decent phone system.

I used to be terrified of the online system, and like you had very positive experiences on the phone for ADRs. But I bit the bullet and tried it out. Now I'm hooked! I don't think I will call any longer unless I have very specific requests or situations.

 

[mainegal]

I am loving the online dining reservations.

How many ADRs do you think I can make for one day?
Don't worry, I will cancel the ones I don't need.

 

[roomthreeseventeen]

I love the ADR online system.

I should start a business making ADRs for people. I love working it out till I get exactly what I want.

 

[*NikkiBell*]

The online ADR system is awesome. No worries with it!

 

[eeyorethegreat]

I used the online ADR system yesterday and it would not kick to the page with the confirmation number all it said was please wait... finially I was able to retrieve it by logging in to my account but I never got a confirmatin email nor did it confirm on screen so the online system is subject to glitches too.

 

[Sweetpeamd]

I used the online ADR system yesterday and it would not kick to the page with the confirmation number all it said was please wait... finially I was able to retrieve it by logging in to my account but I never got a confirmatin email nor did it confirm on screen so the online system is subject to glitches too.

I have had that happen, too. When I have gone back later to make another reservation, assuming that the first didn't take since I didn't get conf. or an email, it tells me that I have a conflicting reservation (meaning the original one DID go through)! It's frustrating b/c I like to have conf. #'s. I don't think that I have ever had to use one but I like to have them just in case!

 

[mikelan6]

I made an online ADR on my iPad last night. A bit tricky, but it worked.

 

[sjsjbrook]

I love having my TA book my ADR's Doing it for the first time this trip and wow I am loving the no stress.

 

[dalt01]

online worked well for me...........i had to call for my Wishes Dessert Party ADR the other nite and found that both monday and friday would work. i said to the CM.........let me just run upstairs and ask my wife which day she wants and was told, get this, "well i cant hold because we have others on hold who want to get through too". now the logic of it is that it took me all of 20 seconds to go up the steps and ask so what is the difference if i did that or wanted to make 6 or 7 ADR's which would have kept her on the phone a lot longer? my response to her statement was the patented "oh my, that was not very magical" her response to that was dead silence................we took friday.

 

[UrsulasShadow]

online worked well for me...........i had to call for my Wishes Dessert Party ADR the other nite and found that both monday and friday would work. i said to the CM.........let me just run upstairs and ask my wife which day she wants and was told, get this, "well i cant hold because we have others on hold who want to get through too". now the logic of it is that it took me all of 20 seconds to go up the steps and ask so what is the difference if i did that or wanted to make 6 or 7 ADR's which would have kept her on the phone a lot longer? my response to her statement was the patented "oh my, that was not very magical" her response to that was dead silence................we took friday.

I think that if the time you were on the phone with her was productive time, with bookings being made and at least theoretical money coming into Disney's coffers during your call, it doesn't matter if you spent 5 hours on the phone with her. If the time you have her phone tied up is just dead air, you've wasted the CM's time. I think it's presumptuous to ask a CM to hold while you make a decision. Call back when you have your mind made up, or use the online system.

I'm not certain if the CMs get credit for each booking, but if they do, asking them to hold is asking a bit much, when they could be booking more for another guest.

 

[*NikkiBell*]

online worked well for me...........i had to call for my Wishes Dessert Party ADR the other nite and found that both monday and friday would work. i said to the CM.........let me just run upstairs and ask my wife which day she wants and was told, get this, "well i cant hold because we have others on hold who want to get through too". now the logic of it is that it took me all of 20 seconds to go up the steps and ask so what is the difference if i did that or wanted to make 6 or 7 ADR's which would have kept her on the phone a lot longer? my response to her statement was the patented "oh my, that was not very magical" her response to that was dead silence................we took friday.

 

[dalt01]

I think that if the time you were on the phone with her was productive time, with bookings being made and at least theoretical money coming into Disney's coffers during your call, it doesn't matter if you spent 5 hours on the phone with her. If the time you have her phone tied up is just dead air, you've wasted the CM's time. I think it's presumptuous to ask a CM to hold while you make a decision. Call back when you have your mind made up, or use the online system.

I'm not certain if the CMs get credit for each booking, but if they do, asking them to hold is asking a bit much, when they could be booking more for another guest.

as is usual my post was misread. please look again. i have a cell phone in my hand and and bounding up 12 steps to the second floor of my house to say to wife, monday or friday. i did not ask anyone to "hold". there is nothing presumptuous about that. and at the time i did this, online was, and as far as i know, still is not available for the dessert party. its a call center for goodness sake, that is what they do, if they are not talking to me they are talking to you or someone else. they are most likely hourly with a perk plan. i have always marveled at the thought process of employees.....its like "i just swept that floor, i am not doing it again" now how silly is that, they are going to get paid for 8 hours whether they sweep 8 floors or 1 floor 8 times. also they are in the service business, i spend about 6000.00 a year to vacation there, i was not wasting anyones time.

 

[corky441]

as is usual my post was misread. please look again. i have a cell phone in my hand and and bounding up 12 steps to the second floor of my house to say to wife, monday or friday. i did not ask anyone to "hold". there is nothing presumptuous about that. and at the time i did this, online was, and as far as i know, still is not available for the dessert party. its a call center for goodness sake, that is what they do, if they are not talking to me they are talking to you or someone else. they are most likely hourly with a perk plan. i have always marveled at the thought process of employees.....its like "i just swept that floor, i am not doing it again" now how silly is that, they are going to get paid for 8 hours whether they sweep 8 floors or 1 floor 8 times. also they are in the service business, i spend about 6000.00 a year to vacation there, i was not wasting anyones time.

Sorry, but I don't see that in your first post

 

[dalt01]

Sorry, but I don't see that in your first post

" let me just run upstairs and ask my wife which day she wants".............thats the quote...............i was just trying to make myself better understood with the more detailed explanation.