booking problem resolution

[disneybonbon]

Has anyone had any experience trying to get a problem resolved or compensated? Someone in reservations misquoted the price I was getting and all they offered to do was try and get me a room in a value resort (I booked POR). I could understand if one person made a mistake, but I had called back twice to confirm and each time I was given that same amount and now they're telling me there was a glitch in the system so that price was wrong. But now five days before I leave I have to come up with the extra money. I was just wondering if anyone has some advice as to get this problem addressed or something.

 

[wdwfan22]

Unfortunately misquotes can happen. Unless they quoted the incorrect rate on your confirmation slip, there really isn’t much you can do. You can complain but chances are it won’t do you any good.

 

[epcot2004]

I don't have any advice but I'm not surprised at your situation. It seems like every time you call and ask a question (the same one) you get a completely different answer.

 

[Tom]

A different, and usually wrong answer. Disney Reservationists have gone down the toilet in the last few years.

It used to be that you could ask them anything, and they knew the answer. And they could book anything, and do it right.

Now, you're lucky if they can tie their own shoes. I called and booked a vacation for June a few weeks ago. They had my old address in the system, so I had him change that first. Then we booked. The confirmation was mailed to my old address, and took forever to forward to me. I called back in, got some idiot girl, and tried to explain it to her that she needed to change my address again, but it would have been easier to teach a fish to breathe air!

Anyway, that's my opinion on those people. I'm not surprised that they screwed up your reservation. But like someone said, if you have your mailed confirmation and it shows the rate that YOU thought it was, then you may have a case.

 

[RogueHabit]

Same goes for the people on Disney Dining. Last year I had all sorts of problems booking PS's as they didn't seem to have a clue about anything.

 

[s25843]

Originally posted by Catch 22
Same goes for the people on Disney Dining. Last year I had all sorts of problems booking PS's as they didn't seem to have a clue about anything.

Actually, I think its the same people

 

[Ergens2]

We have had the same problem with our PS. I almost don't want to book a PS until I get down there and talk with someone face to face! 3 out of the 6 PS times we had were wrong. Like way wrong!!! About an hour off!

 

[Pioneer Hall]

I had a problem with a misquote once, and got no where with it. I was quoted the garden wing price when I asked about the Tower Room. When I got my confirmation papers, I was a little surprised but decided things would get solved by calling CRO. Well it got me no where and I ended up just changing to a different resort. The most compensation I got was a sorry.

 

[disneybonbon]

Thanks for sharing what happened to you guys. I feel a bit better knowing I'm not kidding myself, that they were wrong, because as I was talking to them, I started to feel like maybe it was me.

I just got a sorry, too. But it took awhile to get even that. I think they thought I was crazy or trying to rip them off, so I was glad it happened a third time because then I had proof. But they still didn't offer anything. I told them that the woman I had spoken to said it was "a glitch", but then I sort of got a 'yeah, so..' response.

Oh well, I'm leaving in four days and I'm determined to not let it ruin my vacation. And as I watched the Travel Channel last night, I realized I'm still excited to go.

Thanks again!

 

[kbmb]

We just booked a Summer Dream Maker Visa package......Not a pleasant experience. Took around 45 minutes to actually book.

To date....I have received 3 confirmation letters in the mail and 2 info packets. When I call back to ask why....I get a different answer everytime. Not reassuring!

Also seems that with those Visa packages, you can't view the details of your reservation online (I'm one that likes to check online to make sure everything is ok). My reservation will come up....but no details.

Last year we booked the 7 for 4 offer online.....never had a problem. Saw everything online, paid online....it was a beautiful thing!

Hopefully you'll forget everything once you see the Mouse!

-k

 

[s25843]

Only Ressies that you completely book online, you can view online. Phone ressies were never fully able to be seen online, actually infact, up to 4 months ago, you could not even see phone ressies online

 

[BigAL]

Booking

I have had the same problems with changing my address. I had to get it changed four different times until it finally was changed in the system.

 

[kbmb]

Originally posted by s25843
Only Ressies that you completely book online, you can view online. Phone ressies were never fully able to be seen online, actually infact, up to 4 months ago, you could not even see phone ressies online

Thanks s25843.....I didn't realize this.

-k

 

[flawless777]

Originally posted by disneybonbon
Has anyone had any experience trying to get a problem resolved or compensated? Someone in reservations misquoted the price I was getting and all they offered to do was try and get me a room in a value resort (I booked POR). I could understand if one person made a mistake, but I had called back twice to confirm and each time I was given that same amount and now they're telling me there was a glitch in the system so that price was wrong. But now five days before I leave I have to come up with the extra money. I was just wondering if anyone has some advice as to get this problem addressed or something.

If your price/rate quote involves a room/package rate with one of the WDW resorts, simply ask to see the Front Desk Manager. There was a time when the Front Desk Host/Hostess could resolve the problem, but with the "micro" managers there today, you'll have to speak to an "authority." Be very patient and explain you situation thoroughly. In most cases, you'll get the compensation you want.

 

[Pioneer Hall]

Re: Re: booking problem resolution

Originally posted by flawless777
If your price/rate quote involves a room/package rate with one of the WDW resorts, simply ask to see the Front Desk Manager. There was a time when the Front Desk Host/Hostess could resolve the problem, but with the "micro" managers there today, you'll have to speak to an "authority." Be very patient and explain you situation thoroughly. In most cases, you'll get the compensation you want.

The only problem I could see with that would be what if they can't do anything for you. When you get your confirmation papers and see a price problem I would take care of it right away instead of dealing with it when I get to the resort. If they can't compensate you, then you are stuck paying extra when you weren't planning on it.

 

[flawless777]

Re: Re: Re: booking problem resolution

Originally posted by DisneyInsider
The only problem I could see with that would be what if they can't do anything for you. When you get your confirmation papers and see a price problem I would take care of it right away instead of dealing with it when I get to the resort. If they can't compensate you, then you are stuck paying extra when you weren't planning on it.

Having been a former CM (as a Front Desk Manager), they do have the authority to fix any problem. They have "carte blanche," you might say. If the rate difference is significant, then the problem may be harder to solve -- but it can be resolved.

Keep in mind, these folks are trained well and know all available rates at their own respective resorts. The folks at CRO are burdened with having to know all the rates for all the properties, so the potential of a misquote is always possible.

Also, the managers want to ensure that every guest leaves feeling they have received the best in quality service. Please remember, every guest that leaves happy might tell 2 to 3 friends about their magical experience. An angry and unsatisfied guest will tell AT LEAST 10 people. The managers know this, and they want the "positive" review to go home with the happy guest. There's nohing better than seeing a guest leave feeling they got more than they expected, and most managers will take care of the problem, exceding the guest's expectations.

 

[disneybonbon]

I thought that as a last resort I could speak with someone at the hotel since I couldn't get anywhere with guest services. But I'm checking in in the afternoon so I don't want to spend hours arguing when I could be in the parks. I figured I'd just pay it and then speak with someone later although if I wait I imagine they have less leeway in what they can do. But I know if I do it when I check in I'll just get aggravated and that's a bad way to start a trip. So I guess I'll just chalk it up to a life lesson? I hate trying to handle things maturely. :animwink:

 

[Pioneer Hall]

Re: Re: Re: Re: booking problem resolution

Originally posted by flawless777
Having been a former CM (as a Front Desk Manager), they do have the authority to fix any problem. They have "carte blanche," you might say. If the rate difference is significant, then the problem may be harder to solve -- but it can be resolved.

Keep in mind, these folks are trained well and know all available rates at their own respective resorts. The folks at CRO are burdened with having to know all the rates for all the properties, so the potential of a misquote is always possible.

Also, the managers want to ensure that every guest leaves feeling they have received the best in quality service. Please remember, every guest that leaves happy might tell 2 to 3 friends about their magical experience. An angry and unsatisfied guest will tell AT LEAST 10 people. The managers know this, and they want the "positive" review to go home with the happy guest. There's nohing better than seeing a guest leave feeling they got more than they expected, and most managers will take care of the problem, exceding the guest's expectations.

But, if you go in there with a piece of paper that says 1,000 dollars and you thought it should be 800 dollars, why would they change that. Your confirmation says the price right there. If this is the case and they are so easy on changing rates, then people would complain that their confirmation was wrong when they checked in.

 

[epcot2004]

It wouldn't be so bad to make these lengthy calls if they had an 800 number. Sometimes i don't think Disney is as customer focused as other service based companies, they really don't seem to care about problems or mistakes. I suppose when you are the top destination in the world you don't have to worry about repeat buisness. We didn't even get our conformation paperwork till the day after we got back. Now that's service!:brick:

 

[agdbeanie]

Re: Re: Re: Re: booking problem resolution

Originally posted by flawless777
The folks at CRO are burdened with having to know all the rates for all the properties, so the potential of a misquote is always possible.

They don't have to "know" all the rates. They have it on a computer screen right in front of them.