Disappointing treatment by reservationist

[RocknBev]

If I worked for Disney, I would always be nice! The rude McGrumpy people need to get a life or a new job. Oh wait...there are no available jobs...so it is up to us to report when they are rude and uninformative so WDW can pink slip them for someone else to take their place....maybe me!

[mom2morgan]

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

Yikes! That's dreadful! I've called Disney many, many times - and I have to admit that even when I've been a real pain in the patootie - asking questions I should probably already know, or making multiple changes to my reservationg - I've always had EXCELLENT service. In fact, my comment has always been that they (or the ones I talk to at least) really know how to make you feel like YOU are doing THEM a favour by calling. Sounds like you got one with the opposite philosophy. From what I've heard, complaints after the fact don't tend to get a lot of response from Disney - but did you have a more positive experience when you called back?

[japhilli]

As a matter of fact.....I called back yesterday after the news that Disney was extending the buy 4 get 3 deal. The person I spoke with was great and we got a wonderful deal.

[dtootsie42]

Wow, I'm really sorry that this happened but not really surprised. This is the exact reason why we started using Magical Journeys.

I would have asked to speak to the cm's surpervisor....I have worked in customer service for years and I get really upset when I get poor service. There is never an excuse to treat a customer poorly and though you may have to bite your tongue to be civil in my book the customer is always right (even if they are wrong, Ha!)

Dec. 1997---Contemporary
Dec. 1999--Poly
June 2000--Disneyland
Dec. 2001---Poly Concierge
Dec. 2003---Poly Concierge
Dec. 2005---Poly Concierge
Nov. 2007---Poly Concierge
Oct. 2008--DisneyLand

[Disneyfamilyof3]

Hi,

I've had two very rude reservationists in just the past two days! Both of these women seemed intent on "putting me in my place"; for no apparent reason at all. The first time, I shrugged it off; but this morning I didn't. I bluntly said, "You know what , lady? You've got some attitude problem, and I don't want to talk to you anymore. Put me back on line ; where I will ask the next CM to connect me with a supervisor! I never thought I'd say this, but WDW has gone *way* down hill in customer service; and I am not going to spend upwards of 4 thousand dollars for 7 days to be treated badly. From now on, I'm going to vacation in the Fla. Keys!"

I will now start writing letters....

[mom2morgan]

Hi,

I've had two very rude reservationists in just the past two days! Both of these women seemed intent on "putting me in my place"; for no apparent reason at all. The first time, I shrugged it off; but this morning I didn't. I bluntly said, "You know what , lady? You've got some attitude problem, and I don't want to talk to you anymore. Put me back on line ; where I will ask the next CM to connect me with a supervisor! I never thought I'd say this, but WDW has gone *way* down hill in customer service; and I am not going to spend upwards of 4 thousand dollars for 7 days to be treated badly. From now on, I'm going to vacation in the Fla. Keys!"

I will now start writing letters....

I'm dying to know what kind of response you got!

[Disneyfamilyof3]

Hi;

I will let everyone know once I send my complaint out. You know, I hate to complain about anyone: in fact, I'm usually the gal who enjoys putting in a good word about someone to their employer. But I don't see any reason why a WDW reservationist should be allowed to treat anyone calling up to make a dining reservation or whatever , in a bullying manner. Believe me, I know that most CM's are amazing and well matched to their job. Maybe I just had a bad run of luck in the timing of my call,...one of the rude ones went by the name , "Lisa" and the other by "Lavinia" or "Lavina" if that helps anyone here. I dealt with Lisa this morning;...she was incredibly rude, and she was the one I told off,...Lavinia was the one I just kept my cool.

I'd be interested in hearing if anyone else , who is phoning in around now, is experiencing ruder CM's as well. On a good note; when I finally lost my temper and told the CM exactly what I thought of her ; she completely stopped the power trip and realized that she was busted,....

[goofy78]

unreal! it sounds as though this CM was very unprofessional. i have booked through disney before and not had a problem, but if this happened to me i would have asked for a supervisor immediately. you shouldn't have to deal with unprofessionalism in any setting and i certainly wouldn't expect it from disney. but i hear about it happening a lot. sorry to hear about your experience. i hope you have fun on your trip and that you don't have to deal with anyone like this again.

[VWL Mom]

Unfortunately it's not just Disney, it's all over. You would think with all the people looking for work those with jobs would actually try to do them correctly.

[Mousemates]

Unfortunately it's not just Disney, it's all over. You would think with all the people looking for work those with jobs would actually try to do them correctly.

Remember most of the time a selfish attitude does not gestate into rudeness overnight...rude folks have generally been that way for a while and a few months of recession is unlikely to change years of patterned behavior. Most likely the only thing that will jar the rudeness out of them will be when their rudeness actually costs them something...like their ownjob in a recession. At that point their self-interest might kick in and bring about change...or they might just get bitter.

[pwdebbie]

This is for Wendy or any one else at MJ: When you book our reservations for us, do you have to call the same CMs we would have to or do you call a different phone number and / or work with specific CMs?

[Tink1]

We do not call the same number as the general public, or run of the mill agencies. We have a specialized number that we call.

The cast members that answer phones at DRC are divided up, each dealing with the type of person calling on that line.

We get to "know" many of the ones we speak with on a daily basis.

We never speak with the ones talking to the general public.

Nanc

[disneychick62]

Oh my gosh!! Can you say Magical Journeys???

[MickeyMousse]

I am all for getting the names of these nitwits and complaining to anyone and everyone about them. Take WendyDarling's great information and complain away.

In this economy, you'd think everyone would be dotting their i's and crossing their t's and not be so oblivious and rude.

A friend of mine, when told that their conversation might be monitored or taped, says that she too is taping the call. She swears it changes the entire tone of any representative-WDW or not!

[BedknobsandBroomsticks]

I called two weeks ago to make my room only reservation and I had the nicest people evey time. I called 4 separate times. One lady didn't speak english without a heavy accent but she was still nice. I feel like I should also report good service so they know who is doing a great job too. I also, always make sure to thank these helpful folks and praise them for their efforts because they deserve it for doing a good job.

[disneynarula]

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.

I agree 100%. I have spent the past week and a half dealing with Terrisue at MJ. She must have worked out at least ten or fifteen different scenarios with me. It was amazing. I did not have to any of the math myself. She worked it all out for me and was super quick with the response. I will never deal with WDW directly again.

[KAT1811]

Just another reason to use Magical Journeys

There is absolutely no benefit to booking directly through Disney. . .

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

We booked our last trip with MJ and they were fabulous. I drove poor Debbie crazy with changes to our reservations but she was always a wonderful help and never seemed to mind. It was much easier than dealing directly with Disney as we always had in the past (20+ trips). They monitor your reservation and get you all the best deals and you don't have to worry about missing a thing they take care of everything.

As for the CM I would send an email over to WDW relations and let tham know. I'm sure they cannot afford (like the rest of the country) to have rude CMs turning people away from Disney with rude behavior. No one should have to tolerate such behavior. Sorry for your experience and hope you start over with someone much better.

[Ian]

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.

Completely correct.

Also, make sure you report this idiot to Disney. That's ridiculous. I wouldn't tolerate that kind of treatment from a Holiday Inn.

[AuntLaura]

I have found that I've had to be careful and specify that I want a room only reservation. We usually have annual passes. I have had it where the CM assumed I wanted a package when I didn't. That led to a lot of confusion in the phone call. I've always wondered whether the CMs had incentives to get guests to purchase packages rather than just to get room reservations.

[PAYROLL PRINCESS]

Anytime I've called directly, I've had pretty nice CMs. However if I'd had one like that one, I would have said IMMEDIATELY-put your supervisor on the phone. And I would have made sure that I didn't hang up until I got a supervisor! I would not let that go by without addressing it right then.
In my line of work, I have employees/managers calling up giving my garbage because their checks are wrong (and they are the ones putting their hours in). If they are rude to me I'm going to give it back to them. However if they call up and are pleasant and polite I have no problem helping them. You get furthur being polite.