Grand - Bounceback Reservation -from last year

[wajo]

After years at the Grand - always some new twist - you get to know the systems, make the bounceback reservations days after leaving (2025 trip) for 7-26 trip. In the system for some 10 months now - 2 connect rooms. Now one of my 2 rooms the simplest of request. Change one of the occupants in room to new person. Oh no. To modify any reservation have to rebook JUST FOR A NAME CHANGE- still 2 people in room
No way to just add, they ask do you want to rebook this room for the different person? And you may lose reservation as hotel is booked or you can try a different resort? Insane matter of factly answer. 10 months in system. Grand guests for over 20 years and you tell me may lose reserv or other hotel??? I said leave both people as is in room due to your ridiculous system. Agent says "oh you want to cheat "
Cheat? I had 2 in room want 2 in room, you will have this loyal guest back; so too bad, you don't need to know who is in room now.
Your no good option results in my direction to leave all as is
Always some issue every year that is ridiculous.

 

[Disstevefan1]

After years at the Grand - always some new twist - you get to know the systems, make the bounceback reservations days after leaving (2025 trip) for 7-26 trip. In the system for some 10 months now - 2 connect rooms. Now one of my 2 rooms the simplest of request. Change one of the occupants in room to new person. Oh no. To modify any reservation have to rebook JUST FOR A NAME CHANGE- still 2 people in room
No way to just add, they ask do you want to rebook this room for the different person? And you may lose reservation as hotel is booked or you can try a different resort? Insane matter of factly answer. 10 months in system. Grand guests for over 20 years and you tell me may lose reserv or other hotel??? I said leave both people as is in room due to your ridiculous system. Agent says "oh you want to cheat "
Cheat? I had 2 in room want 2 in room, you will have this loyal guest back; so too bad, you don't need to know who is in room now.
Your no good option results in my direction to leave all as is
Always some issue every year that is ridiculous.

This is awful customer service! I wonder whoever you talked to is a Disney employee or a subcontractor? I have heard they are outsourcing jobs.

Whatever the case, very, very bad and this at The Grand Floridian, the highest price resort on property?

You could try to keep calling back and there is a chance you may get a better person who may handle this correctly as the first person may simply not know the correct way to resolve this.

 

[MickeyLuv'r]

After years at the Grand - always some new twist - you get to know the systems, make the bounceback reservations days after leaving (2025 trip) for 7-26 trip. In the system for some 10 months now - 2 connect rooms. Now one of my 2 rooms the simplest of request. Change one of the occupants in room to new person. Oh no. To modify any reservation have to rebook JUST FOR A NAME CHANGE- still 2 people in room
No way to just add, they ask do you want to rebook this room for the different person? And you may lose reservation as hotel is booked or you can try a different resort? Insane matter of factly answer. 10 months in system. Grand guests for over 20 years and you tell me may lose reserv or other hotel??? I said leave both people as is in room due to your ridiculous system. Agent says "oh you want to cheat "
Cheat? I had 2 in room want 2 in room, you will have this loyal guest back; so too bad, you don't need to know who is in room now.
Your no good option results in my direction to leave all as is
Always some issue every year that is ridiculous.

It may be that the CM didn't know how to do the transaction. In some cases, I've had a CM that struggled with basic tasks, so I politely ended the call and had better luck with a different CM.
It has also long been the case that the lead name on a reservation can't be changed. With just 2 names on the reservation, it sounds like that is probably the case. The lead person for the bounceback must be the person who qualified for the original bounceback offer. With other offers, it is a little easier to cancel and rebook, but the bouncebacks are a bit more strict.

 

[G&CsMom]

I would call back and speak to a different CM. I also have 2 rooms booked under bounceback from 2025, that I had to change the names. WHY? Because when I originally booked the BB online I had to be the lead guest on both rooms even though all 4 of us qualified for bounceback. In retrospect--I should have called to make the original BB ressie so it wouldn't be an issue. Obviously, I can't be in both rooms, I needed me and DH in one room and DDs in the other room.

Anyhoo....the CM was able to change the names on the ressie without losing the BB and move the dates for me as well. BUT....she messed up the names even worse, lol. A few weeks later, I called back and spoke to a different CM about the names. The CM corrected it on their end but it still showed incorrect in MDE. She transferred me to a backroom technical support CM who was able to correct it on MDE.

TLDR - Call and get another CM. The first CM was ill-informed.

 

[heapster411]

Same here. The DW and I have a BB reservation for December 7-12, and I called to see how much more would it be to add the Sunday 12/6 to the reservation. Simple question, right? The CM must have been new or something, she left the line for around 4 minutes, came back to see if I was still there and went quiet again for another 5. When she came back my reservation was changed the price jumped upward around $2500.00. Didn't think another night @ OKW in a 1BR with a BB was that extreme. On my laptop it showed the BB gone and I was charged rack rate for the whole stay. Tried to explain the the CM I just wanted a cost of another night. Seems she just got into my reservation and when she tried to do something it erased the original and she just typed in the new dates and the system went to default of rack. I was just a little livid and tried to get it changed back. With a little back and forth, next thing I knew I was talking to a dial tone. This was making my Monday slide downhill at an alarming rate!!! Called back and got another CM and explained what had happened, they had gotten guest relations involved since the BB booking time had really been passed. In about 5 minutes they had a reservation with the extra day with the BB rate. So, I never really got a cost quoted for the extra day to see if I wanted to add it, I just accepted the change and moved on. So, Pooh Happens and you can find a remedy!!!

 

[wajo]

UPDATE-- from above - with our Club Level reservations we have; we also in the past few years get contacted by Signature Services which is nice now and they called 2 weeks ago. Had the number, I called them on this glitch and agent was best.
Corrected it in 5 minutes - so magical
Always have to go up the ladder as others above had said to get what you want .