Originally Posted By Osmani made my reservations after some bad initial info from Disney Travel and spoke with Guest Relations, got my new itinerary but it still haad me at POR. Called, it was correct on the computer, no explanation but they will send me a new one. However, I had them go over my details again and DT told me bunkbeds were not guaranteed. I called BS on that because I could care less about the view at WL like I would at Contemporary or AK and said I wanted to pay for a room with a bunkbed which only the higher priced view offered. So I said go ahead and guest relations said okay, you got a bunk bed. Now Disney travel was adamant and rude about it not being guaranteed so I said fine, refund me the difference and give me the room that's 200 bucks cheaper for the package and they said no, those rooms aren't available anymore (which I don't believe based on the lady's attitude). I told her that such was fine but that there would be a "serious problem" if I did not get the bunk bed. I don't mind not having one guaranteed if that's the case but I want good information. Anyone from Disney or with a similar experience? I seem to keep having trouble with Disney travel but no trouble with every other aspect of Disney. Any opinions on whether I will get my bunk beds and if not and I complain will they assume I am just making it up to be difficult or get freebies which is not the case?
Originally Posted By Labuda From Deb's site <a href="http://www.allearsnet.com/acc/faq_wl.htm" target="_blank">http://www.allearsnet.com/acc/ faq_wl.htm</a>: What are the bunk bed rooms like? The Bunk Bed rooms are the same size as the rooms with 2 queen beds. The bunk beds are centered in the area the queen bed would be in. There is space between the bunks and the wall but there are bed-rails on both sides of the top bunk. The Wilderness Lodge no longer accepts requests for bunk bed rooms. In lieu of that, I'd not count on a bunk bed... hope for it, but be aware that you may not get it. If you're going at a slow time of year, your odds will improve, ditto if you're nothing but polite when checking in - and I'd check in as early as you can, just to help ensure you can get a bunk bed room. That said, since Disney doens't HAVE a category that specifies you're paying for a bunk bed, that's why you can't be guaranteed one.
Originally Posted By imadisneygal Additionally, you'll rarely get an accomodating, helpful response when you tell someone that there will be "serious problems" if you don't get your way. If they're not guaranteed, and according to everything you've said they're not, then that's the final word. Apparently the "no guarantee" response isn't what you want to hear, but it seems that they're telling the truth. From your post I imagine that the shortness and rudeness came in after being told that there would be "serious problems" if they weren't able to meet your request that wasn't guaranteed in the first place.
Originally Posted By beamerdog I'm curious - has anyone here ever had a request not granted (eventually) at a WDW resort? I've been lucky, I guess.
Originally Posted By FenwayGirl Just got back last week. We requested the Toy Story building at ASMO and the desk clerk also noted that they had no record of my request! (I requested this at time of reservation and also emailed and faxed the resort with the requets!)
Originally Posted By Osmani For the record Dinsy apologist above, I only said there would be "serious problems" after the lady on the phone copped a serious attitude and a condescending one with me. I better get the bunk bed or a credit to my card for the 250 dollar difference or so between a woods room and a standard room. The Guest relations lady twice told me I had the bunk bed room and that is the only reason I paid the increased rate. According to what I was told I was getting it and then they said not guaranteed some days after I made the payment, that is horsecrap and if I get that line at the reosrt I can assure you many people meaning guests around me will hear about my unhappiness. In this day and age there can be no excuse for not guaranteeing such a room especially if you ask for it and are charged more and are told you got it. If they can figure out a way to charge more for a woods room they sure as hell can find a way to get my kids a bunk bed, or else just tell the full facts at the time I buy it, then it would not be an issue.
Originally Posted By aracuanbird "...if I get that line at the reosrt I can assure you many people meaning guests around me will hear about my unhappiness." wow. how very thoughtful. i guess it isn't enough to take your displeasure out on paid cast members...you have to spoil other paying guests' vacations as well. nothing self-centered there.
Originally Posted By demderedoseguys ^^ People who like to make a scene in any public situation usually end up looking like a fool themselves. Those of us who have to hear people complain for the purpose of making a company , or in this case Disney, look bad end up defeating their own cause in the eyes of those of us who have to hear it. Try handling this situation in a rational way and your more likely to get the results you are looking for. You get more bees with honey.
Originally Posted By demderedoseguys ^ imadisneygal is not so much an apologist for Disney, as she seems more like someone someone who seems to handle problems in a rational way and with dignity, for which she should be applauded, not criticised.
Originally Posted By Osmani Paid castemembers? You mean employees of a company I am paying a very hefty fee for a service? Wow, how dare I demand what I pay for. How inconsiderate of me, I should just tolerate something I am offered for an exhorbitant price that I accept not being delivered. And I of course should camly just accept rude and condescending attitudes from a travel agent for that company over the phone when I politely point it out as I did initially. Sorry, but some of you are being ridiculous. The only reason Disney gets any of my business at the prices they are charging to go to the middle of Florida, the same it would cost to go somewhere really worth a lot of money like Europe and pay in Euros, is my kids and kids only. Not saying I would not go, just not at these prices. But it's worth it for my kids, they do a good job making them happy. But I expect to get what I negotiated for and not to be talked to like a child by someone over the phone. I never seem to have a problem when I get there to the resort or call during the week and talk to a supervisor, but often that first person on the phone who gives out wrong information or cops a 'tude is the first person the public deals with. They really need to fix that problem, I am not the only one complaining about it. All I wanted to know was what was the best way to handle this like wait till I get there, a name of a person to call on Monday or an office, a person to e-mail, advice from others who have had this problem but info.that the travel people have it all wrong, not who I talked to, etc. Not a bunch of excuses for employees with bad attitudes or lectures about how I should not be indignant about being told I might not get what I already overpaid for or some lecture about how I should not take it out on paid employees...oh, castemembers or whatever corporate speak they call their employees. Hey, if I don't take out a legitimate comlpaint on an employee, who should I take it out on, is Eisner or Mickey going to come down and take my complaint? If you pay for a Cadillac with a TV system and show up at the car dealer and he says, sorry, here is one without the TV and yes it's the same price because it's not guaranteed and "they" should have told you that, and have a wonderfull day!!! I think all of you would tell him where to put that wonderfull day and that is rpecisely what the lady on the phone said would happen. Now would that happen if I show up and they don't have the room I paid for available? Hopefully not. Obviously when said people around me would hear of my displeasure I meant if the attitude I got at the desk was the same I got over the phone. Now if someone says gee, sorry, will an upgrade and whatever be good enough? Or, OTH they say, gee, sorry, but here is your 250 back and we really apologize, then I would never ever make a scene. Mistakes that are owned up to either way will never merit an attitude from me. But not living up to your side of a bargain and trying to weasel out of it will and it would you too.
Originally Posted By Goofyernmost Perhaps the best way to approach any situation, and in this case it is still imagined as it hasn't happened yet, is to think about how you yourself would react to it. If you would get upset or vindictive when someone threatens you with problems then they will probably react the same way. Rule of thumb...always treat others the way you would want to be treated. You will be amazed at how productive that is. People on the inside always have a way to get back even when it appears that you have won. It's like the old story of making a scene in a restaurant... you may get your food back the way you "DEMANDED", but there is no telling what else happened to it while it was gone. ;-)
Originally Posted By Osmani Again, just more lectures frmo members of the cmoplacent society we have become. I know not to make a scence in a reastaurant, I did not argue with the lady on the phone etc. The only reason I talked to her at all was the system sent me someone else's confirmation to my address and I was calling to let them know and make sure mine and the others persons was correct. So she walked me through mine and it had an error that was easily corrected (their system said I wanted smoking, I wanted non-smoking) and then the bunk bed thing came up. She copped the attitude with me. If it were a restaurant and someone copped that kind of attitude, I would just leave. I did not argue with her oethr than pointing out that was unacceptable and their would be rpoblems mostly because I was taken aback. I just thanked her for making sure other guy got his confirmation at his address and ended the call. But I can assure that if I find the attitude among Disney employees to be vindictive over me demanding what I paid for in the form of the right hotel room, I will just cancel my trip and instruct my bank to not honor the payment of the 200 deposit. Disney is not even on my personal top 50 places to go (mostly because I have been there, done that), just my kids. All I really want to know is this something I should try and straighten out now or later and if now should I wait and call back on Monday or some other time I am likely to get people who can address my problem either way like at guest relations, the hotel directly, some other office, etc. There was no misunderstanding on my part, I spoke with guest relations at the suggestion of an employee over a room availability problem (not rudeness a all) and the lady I spoke too twice assured me I would definitely get a bunk bed but only if I paid for a woods view, about 250 bucks more for the week. Otherwise, I would have stuck with the standard room and rolled the dice because the view at this wonderfull hotel just is not that important to me. It was important to me at AKL two years ago and Contemporary last year, just not this year. Just expect to get what I pay for is all, not an unreasonable request and there is nothing so special IMO about Disney that exempts them from this basic customer service requirement which the person on the phone made clear she thought did not apply to them and "they" should have told me so. Cursiouly, last year I had the same problem with the meal plan, "they" told me it applied at certain restaurants and it did not. When I complained to the right people after getting a name from this board, Disney admitted they were wrong and had given out bad info. for the first few days the meal plan was offered but said they could not fix it but apologized and simply refunded me that portion of my money. They did more than that too but did not have to to keep my business. That's all I expect in this situation if I don't get what I wanted. I really don't know how this got off on a battle of whether I should make a scene. Perhaps we misunderstand each other about what I mean by a scene and when I would make one. I don't swear or get violent BTW. Perhaps my frustration came through and my tone was and is harsher than it will be tommorow. That's a safe bet. I just hate bad customer service and while I havae had some problems with Disney before, rudeness has NEVER been one of them and this lady was downright rude, hostile and demeaning long before I made the comments about "serious problems".
Originally Posted By cape cod joe There are 55000 employees at WDW and they all aren't perfect or even nice so you have to accept that fact I guess.
Originally Posted By ADMIN <font color="#FF0000">Message removed by an administrator. <a href="MsgBoard-Rules.asp" target="_blank">Click here</a> for the LaughingPlace.com Community Standards.</font>
Originally Posted By demderedoseguys Without giving a lecture, I would also like to add that while you may be the nicest person in the world, it's the way you have portrayed yourself on this thread is the reason that you are getting the responses that you see here.
Originally Posted By gmp919399 OK my understanding is Osmani prior to making reservations request & was told what it would cost for the bunkbeds Osmani agreed & allowed a charge to the credit card to be made under the agreement that there would be bunkbeds.It's obvious to me that a guarantee is what Osmani wanted for the bunkbeds which was understood before the credit card charge. Disney should've said either we cannot guarantee you bunkbeds prior to the credit card being charged period.I too would be upset too.If the case is that the no guarantee was not stated before the charge on the credit card that is just not acceptible. To be honest with you if someone was expressing there disappointments at my hotel while I was on vacation that would not ruin my trip.I would actually like to be aware & be on the look out to make sure that wouldn't happen to me.Osmani never stated that there would be cursing or violent behavior simply other customers would know that there was a problem as well I should if I were there. I too am a business owner along with my husband.If we do no not measure up to what we have agreed upon in a contract or promised made to a customer we not beable to getaway with that.Which we shouldn't that is just terrible customer service.You do not reel a customer in with promises & guarantees , take their money then tell them oh by the way the specific request you requested actually cannot be guaranteed after all. "wow. how very thoughtful. i guess it isn't enough to take your displeasure out on paid cast members...you have to spoil other paying guests' vacations as well. nothing self-centered there." aracuanbird... Have you been in this exact situation.I figured since you feel so justified to call Osmani self- centered u must totally know how it feels to go through the exact situation. You know you take time out of your days to plan make reservations ask for specifics they tell you yes not a problem then they cahrge you you find out later you were charged but sorry cannot guarantee you now that we took your money what we guaranteed you before.You then tell them "OH OK disney even though i specifically asked about these request prior to my reservations & you agreed took my money now that I am here you say oops sorry actually we can't guarantee that after all.And you being around other guests would quietly say not a problem that's ok I wasn't really expecting what I asked for ahead of time & was told yes paid for it then told nh don't worry about it I must not discuss aloud some guest might hear me & I just might ruin there vacation. Ya Right!!
Originally Posted By Osmani gmp is right, that is precisely what happened. And my response was actually okay, no problem, I accept it was a mistake so just credit me the extra charge we agreed to and i'll be happy not to have a guaranteed bunk bed or a bunk bed at all and still cmoe drop thousands at your businiess and they copped an attitude and told me no. I say they because the employee represents "they", as in Disney. Part of the problem is on the web it is almost impossible to discern a personality, just the typed word. But I also notice on this and another board a large number of people seem to think I should view Disney as some special place and I should be so gratefull they would have me that I should tolerate and accept bad customer service. Sorry, Disney charges a premium, oevrcharges, and therefore I view them as no more special than the McDonald's. If they were a non-profit and charging a discount, I would wholeheartedly agree I shuold and would just accept it and move on.
Originally Posted By redlegtwo Osmani you have every right to be upset. I hope everything works out okay for you.
Originally Posted By Labuda "Now if someone says gee, sorry, will an upgrade and whatever be good enough?" Wow, so there's a "serious problem" if no bunk beds, but a free upgrade will solve that serious problem? Nice.
