wow, now that was rude cm..i shouldn't have said i was on the ddp

[Aimeedyan]

When that happens, you need to IMMEDIATELY say 'I need to speak with your supervisor.' They are required to stop the conversation right then and transfer you. Also make a note of the CMs name each time you visit with them. (it's also in the computer who you spoke with if you want to contact a supervisor now to complain)

As far as restaurants not letting people tour the places, I agree there is a fine line. Each restaurant has the right to turn people away who want to suck a $5 milkshake for an hour and leave. I have family that were turned away from CA Grill because they just wanted drinks and desserts. They were allowed to sit in the bar area so it was all good. But it's quite possible and often understandable from a business perspective.

 

[Aisling]

Each restaurant has the right to turn people away who want to suck a $5 milkshake for an hour and leave. I have family that were turned away from CA Grill because they just wanted drinks and desserts.

Just curious, how did CA Grill know what your family was going to order? Or how would they know I'm only going to order a milkshake? The CM seats me and then I order. Would they unseat me and ask me to leave if I ordered just milkshakes for my group.

I just want to be prepared.

 

[Lewisc]

ds just wants to sit in the car and maybe we'll just get a apptzer or a dessert,

You told a CM the purpose of your reservation is so your ds and sit in the car and maybe you'll order a dessert (and maybe you'll just sit and take pictures and you wonder why they wanted to cancel some of your reservations?

 

[Luv2Roam]

I would think someone diabetic or with low blood sugar eating four hours apart would not be unusual. And I thought guests could use their meal credits as they chose.
But I have a feeling we will be reading more about double restaurant and resort bookings not being allowed. With the popularity of meal plans I think no shows must be becoming an issue for some.
If I make an ADR and know I need to cancel, I do. I know someone wil be happy for my cancellation.
I am sure made someone's day last year when I cancelled LTT on Halloween night at prine dinner time!
Once I cancelled a Whispering Canyon ADR and the CM even asked me -- Are you sure!?

 

[Cendrillon]

That is unbelievable that they cancelled your reservations, but I'm not surprised based on my recent experiences with Disney's customer service. Does anyone know if Disney recently began outsourcing their customer service?

Because the last two times I've called 407 WDISNEY in the last couple of weeks I have encountered very grumpy and mildly rude CM's, and I wasn't even calling about anything difficult - once to check if I could upgrade to concierge and make a dining reservation and another to correct my Magical Express departure time. And this was the service I received after entering 1 at the prompt for "Have you visited Disney more than four times and at least once since 2000?" That prompt is in place to ensure that loyal customers receive the fastest and best customer service, so why do they have grumpy CM's answering it? I used to always hear cheerful, friendly voices on the other end. What's happened? Disney has always been known for their superior Customer Service, but that seems to be deteriorating and I've even noticed it in the parks over the last couple of years.

 

[majortom]

And this was the service I received after entering 1 at the prompt for "Have you visited Disney more than four times and at least once since 2000?" That prompt is in place to ensure that loyal customers receive the fastest and best customer service, so why do they have grumpy CM's answering it?

Where did you get that idea? These prompts seem just to gather statistics. They have never seemed to actually segment at all.

/carmi

 

[crisi]

Bistro, Yachtsman, Shulas and California Grill have all turned away guests who admit they are just there for dessert. I suppose if you don't say anything, they won't throw you out, but they have no obligation to seat you for desserts only - it isn't an effective use of their tablespace.

I'm betting table minimums within five years.

 

[Cendrillon]

Where did you get that idea? These prompts seem just to gather statistics. They have never seemed to actually segment at all.

/carmi

I work for the operations unit for the customer service dept at a very large company. We use similar techniques to sort customers. I don't know that Disney is sorting customers for sure, but based on my experience it makes sense, especially since both times I've called, a CM has picked up almost immediately. In the past, even though I had friendlier service, I would wait as long as half an hour to talk to a living human being.

 

[beattyfamily]

when you do that, are 2 of your table service meals used?

I'm pretty sure that when you have appetizers in one place and dessert in another while on the dining plan, you'll be wasting your credits because they will deduct a whole credit for that appetizer and a whole credit for that dessert so you'd probably have to pay OOP.

I really don't blame Disney for trying to crack down on the abuse of booking too many ADRs for the same timeframe/mealtime and then some not canceling the ones they don't use.

 

[iluvepcot]

I was on the phone checking my ADR #'s and times when the cm asked about double bookings for the same nights. I had to explain that I was part of a grand gathering and I was making everyone's ADR's. We are all not in the same parks on the same days and require several spots a night for dinner. I was surprised by this as it has never happend to me before. Maybe it is something new that CM's have been told to watch with free dining.

 

[Aimeedyan]

Just curious, how did CA Grill know what your family was going to order? Or how would they know I'm only going to order a milkshake? The CM seats me and then I order. Would they unseat me and ask me to leave if I ordered just milkshakes for my group.

I just want to be prepared.

When they were being seated, mom told them that they just needed a dessert menu. Just a passing comment to the hostess, you know? The hostess then stopped and said that they could not be seated just for desserts. After a bit of conversation, the hostess told them they could eat in the bar area. That was actually great for them they just didn't realize you could order food there or they would have done that initally.

I doubt anyone would tell you to get up once you were seated but I do think it's rude to take up a table during peak times just for milkshakes (or something similar). I was actually surprised that my family attempted such at peak time at CA Grill because I do think it's rude. Perhaps it's the influence from my former waitstaff friends from college?

I think during off peak times, it's no biggie. 3:30 in the afternoon, 9pm, etc. Heck, when we were dining at Marrakesh (which is rarely crowded) there was a table of 2 women just drinking water, LOL! The waitstaff was very kind, kept refilling their water glasses. They were hot and needed to rest and the restaurant was very generous to let them just chill out. They were there at least an hour. But no one was waiting on the tables at the time - I do hope they tipped! =)

 

[dallastxcpa]

Just a thought, but doesn't it seem that someone who just comes in for appetizer or dessert would not be using the table as long as someone eating a three or four course meal?

In addition, if WDW were really worried about turning tables why don't they put timers on the tables and kick the families out at exactly one hour? That would get rid of all those lingerers that just want to stay to watch the fireworks, etc. (Well I know that's a little over the top, but were does it end?)

 

[Suzanne74]

I don't think the CM was rude to ask about the bookings - thinking maybe you should cancel one. I know I have made an ADR when something else was booked and then if it opens, I sometimes forget to cancel the previous ADR right away. But the fact that she CANCELLED them would make me furious especially since they are 4hrs apart.

I do hope they are cracking down on double bookings though because it is getting out of hand and the fact that restaurants are turning away potential paying customers at the podium for no show ADR's is not right. I do read on here how people hold multiple CRT ressies "just in case it rains" or if "our park plans change" and the same goes with LeCellier. I know this isn't the OP's intention at all but obviously from a couple of posts here, the CM's on the phones are told to crack down on it.

I honestly think there needs to be a cancellation policy like at CRT. I don't think 24hrs but at least by dinnertime - say 4pm any cancellations need to be in. That way they can plan the night accordingly with either new ADR's or walk-ins and maybe people won't "overplan" multiple ADR's a day on the basis of "what if" anymore

 

[pinchy]

I find this a bit worrying because I'll be making ADRs for our group in about a week's time and we're a party of 5, but often we will eat separately as a 2 and a 3

 

[lucyanna girl]

Just don't tie your ADRs to your reservation number. I give a cell number and tell them I haven't booked a room yet if I want different reservations for different people in my party in a close time frame. This makes it much simpler.

 

[Priorityonecb]

I've called a few times to change ADR's. I always book the new ones first, to be sure what I want is available before cancelling the "old". After each reservation, I just said "I'd like to cancel a couple as well, please". They have always done it happily and never mentioned before I did that I was double booked (for seconds...but still).

 

[NMW]

Just curious, how did CA Grill know what your family was going to order? Or how would they know I'm only going to order a milkshake? The CM seats me and then I order. Would they unseat me and ask me to leave if I ordered just milkshakes for my group.

I just want to be prepared.

I saw a couple at Flying Fish sitting near our table that told the CM that they just wanted a (as in just one) dessert to split and coffee. The CM told them they would have to sit over by the counter. They were annoyed, but the CM stood his ground and told them that others were waiting to have DINNER and they needed the table. I didn't know they did that until then.

 

[dalt01]

to play devils advocate if i may, you know darn well there are people who over book their meals if they are not sure, just so they have them, and then the logic is, we will decide later and then go to the one we want. and in most cases people who will do this are also inconsiderate enough not to cancel the one they are not going to use. this may or may not be the case here but it may very well have been what was going through the CM's mind, and you can bet there are discussions on how to avoid this at the training meetings.

 

[Mcbruns]

Wow - I am very surprised at this.
I have always had good experiences with making ADR's. I can't believe they were really looking into your detailed times. I have a habit of always writing their name down (just in case). I would call before your trip and make sure you have the meals you reserved.

 

[Letsbgoofy]

After reading this thread, I just had to post my experiences that are the opposite of what everyone is talking about. Every time I cancel an ADR, I feel like I am putting the CM out to do the work. I have never had a thank you from even the friendliest CM. Always I am left with the impression that they would rather not bother making cancellations.

We are going at the end of August. I had all my ADRs in place before the DP was announced for free (what a nice surprise). At the same time, we had a huge flight change. I had to cancel/change several of our ADRs. I double booked before I cancelled to make sure I got what I wanted. When I mentioned at the end that I needed to cancel my doubles...it seemed to really stress the CM out.

What was my point again? Oh right, double booking is obviously becoming more of a problem with the popularity of the DP. I think CMs should be questioning when they see 2 reservations at close to the same time. They should also be more helpful in the cancellation process. I understand it's extra work, and some people probably change their reservations a million times, but any cancellation opens the door for another family to get the ADR they are looking for.