lookingforward
DIS Veteran
- Joined
- Mar 23, 2001
We have had a long planned three day trip to Disney right around Christmas. It has been my dream for long time to stay at the Grand Floridian in the main building concierge at this time of year so I booked a room at the Florida Resident rate (we moved to FL) in plenty of time. I called CRO to inquire about "Possible" availability if we decided to arrive a day later than planned and leave a day later. (move back our stay one day)
The problem was this: I first asked if we could arrive a day later than planned and stay a day later. I was just asking about availability. My specific wording was "Could you check on availibility for these days?" While she was checking I realized this would NOT work because we had pre paid our candlelight processional for the first day of our trip so I said "Oh, never mind, we need to be there on the first night as planned". At which time the CM said "Oh, I already changed your reservations, now I will have to get back your original arrival date..please hold"
I said "What do you mean you changed my reservation..I just asked you to check, I never said to make the switch!" Well, I am sure you all know what happened then.....she came back to the phone and said "Oh, I am sorry, I can't get you a room in the GF on the original night of arrival, someone must have "grabbed" your reservation" I got really upset because I NEVER asked her to change the ressie I simply asked her to check. She said she was sorry but there was nothing she could do. She sounded kind of put off by my anger (although I never lost my temper or was rude I made it clear that she was the one who jumped the gun). She was about to end the call when I insisited that I talk with a supervisor. After hanging on the phone for a long time Carlos from guest services came on the phone and thankfully, he was very, very kind. It took well over an hour (at my long distance expense) to get that night back on my ressie. (turns out that the original ressie, even though it was "off" the system, was really still on the system and would be dropped off by the computer that night. Guest Services was able to retrieve the first night before the computer updated at the end of the day, so noone actually "grabbed" my room at all.)
The moral of the story, ALWAYS write down the cm's name that you are talking to. It helped that I knew the cm's name when speaking with her and then with Carlos. And ALWAYS ask to speak with someone higher on the chain of command because according to the original cm there was "nothing" they could do about it. And of course, after speaking with Carlos, I knew that was not really true.
The problem was this: I first asked if we could arrive a day later than planned and stay a day later. I was just asking about availability. My specific wording was "Could you check on availibility for these days?" While she was checking I realized this would NOT work because we had pre paid our candlelight processional for the first day of our trip so I said "Oh, never mind, we need to be there on the first night as planned". At which time the CM said "Oh, I already changed your reservations, now I will have to get back your original arrival date..please hold"
I said "What do you mean you changed my reservation..I just asked you to check, I never said to make the switch!" Well, I am sure you all know what happened then.....she came back to the phone and said "Oh, I am sorry, I can't get you a room in the GF on the original night of arrival, someone must have "grabbed" your reservation" I got really upset because I NEVER asked her to change the ressie I simply asked her to check. She said she was sorry but there was nothing she could do. She sounded kind of put off by my anger (although I never lost my temper or was rude I made it clear that she was the one who jumped the gun). She was about to end the call when I insisited that I talk with a supervisor. After hanging on the phone for a long time Carlos from guest services came on the phone and thankfully, he was very, very kind. It took well over an hour (at my long distance expense) to get that night back on my ressie. (turns out that the original ressie, even though it was "off" the system, was really still on the system and would be dropped off by the computer that night. Guest Services was able to retrieve the first night before the computer updated at the end of the day, so noone actually "grabbed" my room at all.)
The moral of the story, ALWAYS write down the cm's name that you are talking to. It helped that I knew the cm's name when speaking with her and then with Carlos. And ALWAYS ask to speak with someone higher on the chain of command because according to the original cm there was "nothing" they could do about it. And of course, after speaking with Carlos, I knew that was not really true.
