poohfriend77
DIS Veteran
- Joined
- Jul 20, 2007
I just got through on the phone. I was on hold maybe 20 minutes. I inquired about ADRs for Be Our Guest. The CM repeated what sounded like a written response: "I apologize, but our system is down for an enhancement and we are not able to take reservations at this time. Could you please call back later?" I said, "Thank you for that information. I'm sure you've gotten a lot of frustrated people on the phone this morning. Can you help me understand why Disney would send their system through an enhancement at the same time that they announced they would be taking reservations?" She said (literally), "Um.... Well... No, I can't." (I thought it was very telling that she tried to come up with a response but couldn't.) I asked her to please pass along feedback to her superiors that it was frustrating for a guest that Disney advertised taking reservations but could not accommodate attempts to make them. She said she would. She was very nice (and I was too). I asked if she knew if ADRs for next week (my travel week) will be open when the system is working again. She said, "I'm not sure. I haven't been able to get onto the system all morning." I again asked her to pass along my message to her superiors (who knows if she will, but I always try to tell customer service reps to pass those types of messages along because it helps them know I'm not mad at them AND I hope it helps management to actually get these messages), and she said she would. Told her to have a nice day, she repeated the same, and that was it.
Back to the app and website I go.
You handled that perfectly. I've been sitting here stewing, but reminding myself I should be glad I don't work in the dining call center. I bet they're not having a fun morning either. ;-)