Disappointing treatment by reservationist

[japhilli]

I called last Thursday to make our annual WDW reservation and this is what happened.

I called to see about making a reservation and told the CM I had a few questions.

She was extremely rude and condescending throughout the enitre conversation.

Every question I asked her first comment was "I have no idea what you are talking about". I would then rephrase my question and she gave short and to the point answers.

I told her that I was going to make a room only reservation and decide later if I wanted to add tickets and dining. Her comment "Well, whatever you want but it might not be available when you make up your mind." I said why would it not be available and she again said "I have no idea what you are talking about" so I explained that I did not understand why food and tickets wouldn't be available at a later date. She said "Oh...so what date do you want?"

Later I asked if I could mail a check for the deposit and she said "People don't use checks anymore and besides we have to have your money now." I asked if the reservation could not be held 10 days as in the past and she said "No." I said well then I will have to wait and she said "Whatever."

I asked again for the total of the package and she quoted a price with insurance. I asked what the total would be without insurance and she said "If really want to know, subtrat a hundred dollars."

I quickly ended the conversation with her and decided I would call some other time to make my reservation with someone else.

Anyone else experienced this kind of treatment? AND what would you do?

[Aurora]

Whoa!! That was extremely unprofessional behavior for ANY customer service operator, let alone Disney. DId you get this person's name?

[japhilli]

Yes, I did get her name.

[Lynn J Mc]

Any time I get someone who acts like that or doesn't seem to know what they are talking about, I just hang up and call back. The next person will be totally different. I know it is a pain but it is worthwhile to get a decent person.

[katzctkpt]

Boy, if that was my DH that she was talking to he'd said let me talk with your supervisor NOW. If I were you I'd call back and talk to the supervisor about the cm rude unprofessional behavior.

[TinkerbellT421]

Boy, if that was my DH that she was talking to he'd said let me talk with your supervisor NOW. If I were you I'd call back and talk to the supervisor about the cm rude unprofessional behavior.

Except I dont have a husband that would have been me or DBF that would have done it. There is no excuse for someone to act like that. Sorry to hear you had that kind of experience. I think I would definitely call back to another CM and maybe start the conversation off by explaining the situation you had with the other CM, and maybe ask to file a complaint with a super. If you have the persons name (I usually always right dates and times that I got on the phone with the person) because you know they record those conversations. I would tell them to go back to the recording. Last time I had an experience like that was with my Home Depot credit card when I called about a charge I wasnt familiary with. I hung up unsatisifed with an extremely upset with the rude comments he had towards me. Two days later I got a followup call asking about my experience and I told them everything. I told them the name date and time the conversation started and told them their best bet would be to listen to the recording...She said she would note that. Well two days later I got a call from the Vice President of the company and told me they were so sorry about it, they listened to the call and after the verbal abuse I received they were wiping my balance clean on the credit card. I was shocked. And I didnt even threaten to never shop there again lol. Sometimes it pays off to make sure your record dates/times and names. Its usually the best way because then you can proove you aren't making it up.

[JPL]

Just another reason to use Magical Journeys

There is absolutely no benefit to booking directly through Disney. Amd the training of the CMs working reservations might be at an all time low.

[NotaGeek]

I think that unprofessional people in any situation really affect a companies image. I believe that as consumers we are responsible for reporting this type of treatment immediately. We are also responsible for reporting wonderful service ... so companies know that good employes are appreciated. Disney has had to hire LOTS of un-Disney like folks because of their abysmal pay scales ... I hope you were upset enough to report his CM to a supervisor.

[KylesMom]

Just another reason to use Magical Journeys

There is absolutely no benefit to booking directly through Disney. And the training of the CMs working reservations might be at an all time low.

Amen. Before we found MJ, we went through this very thing - I think I was on the phone for almost an hour with a CM who hadn't a clue what I was referring to with A/P discounts, guaranteed King rooms, etcetera.

You did the right thing - I hung up and started over. At least I received a knowledgeable CM the second time around.

The biggest question I have about reporting is this: With the exception of the above (his name was "Robert"), I have never gotten a "normal" name when making room ressies or ADRs. Are they really utilizing a real, reportable name when you make a reservation or inquiry?

[sndral]

Clearly this cm is in a position which is, shall we say, unsuited to her talents, you would be doing her as well as the rest of us a favor by alerting disney to the need to further train, or whatever this cm.

[wendy*darling]

Write to Disney Guest Communications. Just tell them what you told us here.
Include names, dates and times.
They are very responsive and care about guest reactions- good and bad.

You can email them:
[email protected]

--or--

snail mail:
Walt Disney World Guest Communications
PO Box 10040
Lake Buena Vista, FL 32830-0040

And I'll add my vote to using Magical Journeys!

[tink'72]

I've recevied the same sort of treatment in the past booking through Disney. This year I am a DVC member and thought the treatment would change. No such luck. I couldn't believe how rude and unhelpful the DVC people were when I called. Last week a called to add a few days and finally got an exceptional woman who spent the time with me on the phone explaining everything! That is not the norm though. Very disappointing.

[AmandaChan]

Never have experienced that kind of treatment and I would have said something along the lines of 'I don't know what side of the bed you woke up on this morning but if you hate your job so much then why don't you just find another one' --- or say something like 'i don't appreciate being talked to that way!!!' Disney vacations are WAY too expensive to be ruined by a Grumpy McGrump-pants making the reservation! Good choice on waiting to call another time!

[Goofy4TheWorld]

So is it true that Disney will hold a package reservation for 10 days to wait for you to send a check for the deposit?

Does the same 10-day waiting period apply through Magical Journeys?

[Tinkerfreak]

So is it true that Disney will hold a package reservation for 10 days to wait for you to send a check for the deposit?

Does the same 10-day waiting period apply through Magical Journeys?

Yes it is either 10 days or 2 weeks. Terrisue just put a courtesy hold on a package for me. Unfortunately I won't be able to go but it was nice to know the room was on hold so I could think about it before putting money down. It was for April vacation so I wasn't sure how long the room would even be available.

[coloradowendyl]

2009 booking rules changed slightly. Packages or rooms may be held for up to 7 days as a courtesy hold at which time a deposit would be due if you chose to book. As we book directly with Disney, the Disney booking terms will apply.

Packages require a $200 deposit. Balance due 45 days prior to travel. Cancellation is 45 days as well. 6-44 days is $100 and $200 for 0-6 days. Changes within 45 days may incur fees.

Rooms require a 1 night plus tax deposit. Balance is due upon arrival. Cancellation is 5 days prior or forfeit of deposit.

The biggest question I have about reporting is this: With the exception of the above (his name was "Robert"), I have never gotten a "normal" name when making room ressies or ADRs. Are they really utilizing a real, reportable name when you make a reservation or inquiry?

Castmembers have stage names they use rather than their legal names, however, each call is recorded and if you have the time/date/castmember name, it can be traced.

Wendy

[beksy]

Wow, I use MJs but called directly once before and didn't have any experience like this. The man I talked to was super-friendly and helpful, giving me dining suggestions, resort suggestions, etc. I have had some CMs that weren't very friendly when I was making/changing ADRs.

[pink]

I had an experience sort of similar to yours when I was booking my trip last year but my person wasn't rude he just didn't know what he was talking about! I later found out that the few questions I asked him, he gave me all wrong information.

As for your rude girl, at the end of the call they have a rating system you can do and they ask you how helpful your person was and so on. Next time something like that happens to you (I hope it doesn't) stay on the line after they hang up to let them know they were not helpful at all.

[felix18]

WOW--Contact Magical Journeys and book with them, They will never treat you like that. They will help you with every step and answer all of your questions. They will also get any discounts that are out there for your trip. I will never use anyone else. Good luck

[Tygger7]

Just another reason to use Magical Journeys

There is absolutely no benefit to booking directly through Disney. Amd the training of the CMs working reservations might be at an all time low.

That was going to be my comment....after using Magical Journeys, I'll never book a Disney vacation any other way. One point of contact that can answer my questions, and gets me the best discounts available. I'm a customer for life.