Angry and Disappointed

[Mtrm042791]

Made a Poly reservation for October in January called to add a day in April becuase I couldn't modify online and noticed today the extra day wasn't on the online reservation and showing unavailable now because of the free dining and can't get thru on the phone!! GRRRR! Should I have been sent a new confirmation # when added over the phone?!

[joonyer]

Made a Poly reservation for October in January called to add a day in April becuase I couldn't modify online and noticed today the extra day wasn't on the online reservation and showing unavailable now because of the free dining and can't get thru on the phone!! GRRRR! Should I have been sent a new confirmation # when added over the phone?!

Things like this are one of the reasons we always book with Magical Journeys.

[manutd1]

Angry about what? Maybe they are busy. Be patient.

[TheVBs]

Angry about what? Maybe they are busy. Be patient.

Angry because they booked the extra day last month and it's not there, which means it wasn't done properly or disappeared from the system somehow. Justifiably frustrated I would say.

[NJGIRL]

I don't blame you. These past two days made me crazy. I had a standard room booked for POFQ already and wanted to get the discount. Couldn't get through for two whole days and guess what.....no standard rooms left to book at discounted rate.

[NJGIRL]

Angry about what? Maybe they are busy. Be patient.

Being patient is waiting 30 minutes on the phone. Not being able to get through for two days is very poor customer service. Disney dropped the ball on this one.

[PopPhan]

Did you not get an email confirmation to the change in your reservation? If so, that should be all you need, but check your credit card receipts as well.

When you finally do get through, it is nice to be prepared with documentation.

[manutd1]

Being patient is waiting 30 minutes on the phone. Not being able to get through for two days is very poor customer service. Disney dropped the ball on this one.

I have to wonder when folks try to call..I have never had an issue talking to a live person calling the reservation line at 10 am or 2pm. Those are light calling times for any company. Evening hours are not a good time to call. Not sure when the OP tried to call.
I guess we all have a different opinion of what should disappoint someone or make them angry.
But, If someone can't get through to WDW for 2 days....they just aren't calling at the right time of day or that was IMHO,exaggerated. Im sorry, I have called WDW/DLR literally hundreds of times....never more than a 15-30 min wait. And that is an extreme situation when I probably messed up and called at a bad time. Not the 10 am or 2 pm. I stand by my comments previously. I just don't see being angry and certainly not disappointed. Just my opinion...
There is a section in the unofficial guide that even says...."calling at 5pm" " Not the best idea of the day." Again, not sure when they tried to call...but a lot of folks do call at this time when the typical work day ends.
I will add that there are other numbers you can call other than the main one. Maybe that is an option. I have to look up the number but there is one that goes to customer relations NOT reservations. I have used that and still accomplished the same goal. Modifying or whatever to a reservation.

[NJGIRL]

I have to wonder when folks try to call..I have never had an issue talking to a live person calling the reservation line at 10 am or 2pm. Those are light calling times for any company. Evening hours are not a good time to call. Not sure when the OP tried to call.
I guess we all have a different opinion of what should disappoint someone or make them angry.
But, If someone can't get through to WDW for 2 days....they just aren't calling at the right time of day or that was IMHO,exaggerated. Im sorry, I have called WDW/DLR literally hundreds of times....never more than a 15-30 min wait. And that is an extreme situation when I probably messed up and called at a bad time. Not the 10 am or 2 pm. I stand by my comments previously. I just don't see being angry and certainly not disappointed. Just my opinion...
There is a section in the unofficial guide that even says...."calling at 5pm" " Not the best idea of the day." Again, not sure when they tried to call...but a lot of folks do call at this time when the typical work day ends.
I will add that there are other numbers you can call other than the main one. Maybe that is an option. I have to look up the number but there is one that goes to customer relations NOT reservations. I have used that and still accomplished the same goal. Modifying or whatever to a reservation.

You obviously have not tried to call in the last two days. You can think whatever you want to think, but except for the 8 hours I was sleeping in the middle of the night, I called once or twice every hour on Monday & Tuesday and could not get through. Read through other posts, others had the same problem, while those who did get through waited on hold for up to 8 hours. Very poor customer service.

[badkitty]

I have to wonder when folks try to call..I have never had an issue talking to a live person calling the reservation line at 10 am or 2pm. Those are light calling times for any company. Evening hours are not a good time to call. Not sure when the OP tried to call.

Not everyone has the opportunity to call at 10AM or 2PM. Maybe evening is the only time for some of us? Sitting on hold for more than 20 minutes or taking two days to get through would frustrate me. You are lucky, manutd1, that you have such great patience.

[stephicakes]

I don't blame you. These past two days made me crazy. I had a standard room booked for POFQ already and wanted to get the discount. Couldn't get through for two whole days and guess what.....no standard rooms left to book at discounted rate.

Sorry you had such a tough time getting through NJGIRL No fun!!! And I heard from NUMEROUS sources that this was just not an isolated case for you - many folks had the same problem. I have read/heard that Disney really dropped the ball with their customer service this week when discounts were released. Stinks. I would have been frustrated too!

But quick question out of curiosity... If you already had a standard room reserved, why could they just not apply the discount? Same room but honor the new price. If you already had a reservation then it shouldn't have been given to someone else. Or am I missing something?

[Hammer]

I don't blame you. These past two days made me crazy. I had a standard room booked for POFQ already and wanted to get the discount. Couldn't get through for two whole days and guess what.....no standard rooms left to book at discounted rate.

Rita, you could have saved yourself a lot of time and aggravation, as POFQ and Riverside were only available for certain dates (and I think POFQ was excluded for most dates).

From the stickied Magical Journeys post in Accommodations-

excludes villas at grand Floridian, Polynesian villas and bungalows, Baylake tower, mermaid rooms, movies and both French quarter And Riverside ( for select dates)

POFQ is usually excluded from most discounts, even room only ones.The fact you got any type of discount at POFQ is a minor miracle the last few years.

[Cinderelley]

I have to wonder when folks try to call..I have never had an issue talking to a live person calling the reservation line at 10 am or 2pm. Those are light calling times for any company. Evening hours are not a good time to call. Not sure when the OP tried to call.
I guess we all have a different opinion of what should disappoint someone or make them angry.
But, If someone can't get through to WDW for 2 days....they just aren't calling at the right time of day or that was IMHO,exaggerated. Im sorry, I have called WDW/DLR literally hundreds of times....never more than a 15-30 min wait. And that is an extreme situation when I probably messed up and called at a bad time. Not the 10 am or 2 pm. I stand by my comments previously. I just don't see being angry and certainly not disappointed. Just my opinion...
There is a section in the unofficial guide that even says...."calling at 5pm" " Not the best idea of the day." Again, not sure when they tried to call...but a lot of folks do call at this time when the typical work day ends.
I will add that there are other numbers you can call other than the main one. Maybe that is an option. I have to look up the number but there is one that goes to customer relations NOT reservations. I have used that and still accomplished the same goal. Modifying or whatever to a reservation.

I am an ER nurse. I work from 7 to 7. There's no way I could call at 10 or 2.
"I know you're having a heart attack right now sir, but my phone call to Disney is more important"

[NJGIRL]

Rita, you could have saved yourself a lot of time and aggravation, as POFQ and Riverside were only available for certain dates (and I think POFQ was excluded for most dates).

Discounts (I didn't want the free dining) were actually available for the POFQ for the dates that I booked, but since I couldn't get through all of the allotted standard room discounts were gone and I had to book a riverside view room at the FQ to get the discounts with my original dates.

[NJGIRL]

But quick question out of curiosity... If you already had a standard room reserved, why could they just not apply the discount? Same room but honor the new price. If you already had a reservation then it shouldn't have been given to someone else. Or am I missing something?

I'm with you. You think it would be that easy but it's not. They only have so many standard rooms that they will apply the discount to and since I didn't get through until the third day, they were gone....even though I still had a standard room booked.

[Hammer]

I'm with you. You think it would be that easy but it's not. They only have so many standard rooms that they will apply the discount to and since I didn't get through until the third day, they were gone....even though I still had a standard room booked.

That's why I used Magical Journeys prior to buying DVC. Bless them because they dealt with Disney's lousy computer system the last few days working to get their clients the package while their clients never had to lift a finger. Best thing, it doesn't cost anything to use them and they are an Intercot sponsor!

[Cinderelley]

That's why I used Magical Journeys prior to buying DVC. Bless them because they dealt with Disney's lousy computer system the last few days working to get their clients the package while their clients never had to lift a finger. Best thing, it doesn't cost anything to use them and they are an Intercot sponsor!

I love Magical Journeys. I wish my other travel agent was as good as they are. (or that they did more than Disney. )

[MstngDrvnDsnyLvr]

Made a Poly reservation for October in January called to add a day in April becuase I couldn't modify online and noticed today the extra day wasn't on the online reservation and showing unavailable now because of the free dining and can't get thru on the phone!! GRRRR! Should I have been sent a new confirmation # when added over the phone?!

You wouldn't have gotten a new confirmation/reservation # but you would have gotten an email with the modification. I made modifications to my reservation (thru Magical Journeys) and my number didn't' change, but I received an email from them with an updated reservation.

And yes, Disney has been slammed since they released the Free Dining. Good luck with everything Sorry this happened.

[NJGIRL]

That's why I used Magical Journeys prior to buying DVC. Bless them because they dealt with Disney's lousy computer system the last few days working to get their clients the package while their clients never had to lift a finger. Best thing, it doesn't cost anything to use them and they are an Intercot sponsor!

I was working with Wendy at the time. She did her best to help. Reservation was made on a Sunday night when I made up my mind where I wanted to stay(I knew POFQ was small and wanted to make sure I got a standard room ressie) with the intention of switching to MJ hands on Monday, then Disney dropped the ball Monday morning and made the last few days a big mess. I already had the room booked and there was no reason they couldn't just apply the discount....Disney just didn't want to they created this chaos.

[Tink1]

I love Magical Journeys. I wish my other travel agent was as good as they are. (or that they did more than Disney. )

Ya know we do all cruises and Universal as well?

We will be branching out into some other areas once we become better educated on them (read: see them in person)

Nanc