Making ADR Thread - hold times, IT vents, and general whine!

[caperdoc]

I had to call this am to change an ADR and I got through immediately! It was at 9:30AM EST. Maybe too many people are calling first thing in the AM?

 

[stitch teacher]

Hi guys,
I called when I got home from teaching yesterday (4:30 EST), as yesterday was the start of our 90 day window.

I was on the phone with Disney dining for a total of 2 1/2 hours. The first agent had trouble finding our resort reservation, as they are now linking each dining resv. to resort resv. As I was about to start making reservations, the agent accidentally (at least I think so!) hung up on me.

I called back, and spoke to a very nice cast member, Jillian. She and I were on the phone for 2 hours trying to make reservations. On three different occastions, as she was confirming our dining reservations, her computer crashed. We had to start all over, and of course the times we had set up previously were now gone.

If I can give any advice, it would be to confirm each reservation as its made, for each day, and then get the confirmation number. That way, if the system does crash on the cast member, you won't have to start all over again, as Jillian and I had to.

Long story short, I did get all the restaurants that we wanted, but for our entire 8 night stay, we could not get dinner reservations for any time between 4 PM and 6:30 PM on any of the nights: Mama Melrose, Le Ceiller, Coral Reef and Chefs de France. We did manage to get lunch reservations.

 

[graceesmom]

I called tonight to check on any cancellations hoping to possibly fill a couple of holes in my itinerary for our upcoming trip and to cancel a couple of ADR's that we won't be using. After being on hold for 30 minutes, I was automatically directed to the "survey" of how my call was -- then disconnected.

I am so annoyed. B/c I have a Backyard BBQ and a California Grill reserved with a CC that I need to cancel, I'll call back. But I now totally understand why people don't take the time to cancel ADR's they don't plan on using.

 

[avspilot69]

I have been calling for the past 6 days to do our ADR's. My wait times were averaging 1-3 minutes. I'm in Calif and usually call right around lunch time. I did modify one of my ressie this afternoon and when I was on hold for 8 minutes I hanged up and dialed again and got thru for less than 2 miniutes.

 

[luchamouse]

Ugh. My window is opening soon. I was hoping against hope all this cr*pola would be resolved before I had to ring. I'm going to be callling from Ireland, this will cost a fortune!

I wonder if there's any other product in the entire world that folks are willing to queue this long for right about now

 

[borgthe]

I have been to Disney about 10 weeks in the last few years. I've gotten the dining plan each year, loved it, and never had problems getting ressies. Last year, I had a last minute trip in early July, booked ressies 5 days before, and was able to get everything I wanted, including Fantasmic.

We have a trip in June. I called on the exact 90 days before and was able to get NO Fantasmic, only way early dining times, before 5PM, and not every restaurant I wanted. And the CMs are just rude and unhelpful.

What is going on? I am totally getting turned off by this. Dining is an important part of my Disney vacation. I love Disney but I must say, if this continues, I may be cutting back majorly on the amount of times I go.

What are your thoughts?

 

[TinkerBelle_325]

A WARNING​

I received a call from Disney Dining yesterday informing me that one of my ADR confirmation numbers had changed due to a "system glitch". I'm going to call at lunch today to check on the rest of my ADRs. I was worried that glitches might cause issues with confirmation numbers.

I also received a call earlier this week in regards to a complaint I filed with guest services. I was told that they are receiving literally thousands of complaints about the new system. Some people did not get ANY of the ADRs they wanted

They also confirmed that some restaurants are having issues with "tables loading". Basically they have timeslots (5, 5:05, 5:10 etc..) and tables (20 x 2 top, 40 x 4 top etc..) based on the capacity of a restaurant. Some restaurants are having time slots loaded, but not the correct number of tables. Unless they fix this glitch it could mean serious complications. Example: Say Chefs de France has 50 tables for 2, and only 15 were loaded. All 15 tables are booked and then the system "thinks" there are no more tables for 2. When the day of the ADR comes there are going to be 35 empty tables for 2! Personally, I do not think this system was properly tested or implemented and training seems nearly non-existant!

When I asked why a toll free number was provided to guests when the Garden Grill stopped serving lunch they said it was an "isolated issue". I asked why an expansive issue that is affecting thousands to tens of thousands of guests is not getting the same resolution. They had no answer.

 

[Pumbaa_]

Have to say, this IS how a typical business new application goes. You cannot simulate everey scenario. Not possible

So now you are dealing with a nuimber of issues - system issues and people issues

In addition to migrating to a new system, you have ALL the CM to train and get up to speed. This takes time. And once they get trained, then they have to readjust to the new system from the old way of doing things. All the while maintaining the Disney happiness we all know and love

I feel for your frustration, it is hard being a consumer as well as being on the Disney side. (and yes, I do this kind of thing in real life and it is just as painful at times!)

Hang in there, this too will pass and it will get better as the glitches are worked out

 

[lisalonglash]

Wow, this transition sounds very frustrating to deal with Just one more reason for us to love our TA - she makes ADRs for us

I hope you all get the days/times you want! Happy dining

 

[jackskellingtonsgirl]

Has anyone had IPO make ADRs for them since the nightmare conversion started? Did you get what you wanted?

 

[avspilot69]

Just another update, I called for a ressie today and my hold time was less than 1 minute. That was the fastest in 7 days I have been calling.

 

[Tink955]

I just got off the phone. This is my day to make ADRs - it is 90 days out from our trip. Waited a minimal amount of time on hold and spoke with a very nice cast member. Unfortunately, I did not get to make any ADRs. The system is "down" and I have to call back in two hours! I am not happy, to say the least!

 

[TinkerBelle_325]

Just called, 1:45pm Eastern and the systems are ALL down for "enhancement"

 

[TinkerBelle_325]

I just got off the phone. This is my day to make ADRs - it is 90 days out from our trip. Waited a minimal amount of time on hold and spoke with a very nice cast member. Unfortunately, I did not get to make any ADRs. The system is "down" and I have to call back in two hours! I am not happy, to say the least!

LOL they told me 30 minutes...wow things are really falling to pieces at Disney Dining!

 

[Tinkfan10]

called at 11:51 today on hold 30 seconds to see if any Cali Grill closer to Wishes opened up for June 10 as I had already gotten an 7:55...no trouble got an 8:30 YAY. I have yet to have an issue with the new system and I made 10 days of ADRS for the first two weeks in June, then I helped my sister make hers for the 3rd week of June with the Breathless for Illuminations and again called at 7 no wait and got all we wanted. I am sending my luck to all Disers out there who are frustrated, but so far the system has been good to me (knock on wood)

 

[DisneyDine]

Just wanted to take a minute to chime in on all of your frustrations with the new dine system. I feel for all of you with the issues you have been having. I am a dining CM who has been using the new system for about a month now. I can tell you that we as CM's are all just as frustrated as you. I have been in tears many days over this system and I just continue chanting to myself everyday, it can only get better, it can only get better. Many of you that I have talked to have been so very patient and understanding and it is very much appreciated during this very tense time. Unfortunately we are also dealing with many guests who are not so understanding and take out all of their frustration on us. This whole thing stinks all the way around for all of us, CM's & guests alike. Hopefully if we all just hang in there we will start to see an improvement soon. Good luck to all of you who have yet to make your ADR's and to those of you still calling in everyday to try for a cancellation.

 

[borgthe]

Thanks DisneyDine, for those words of encouragement. I did not get upset at the CM, but she got upset with me. Actually, 2 different CMs did. I got yelled at because I wasn't writing down all the confirmation numbers fast enough for her. Then I got yelled at because I wasn't taking what the computer showed available. I didn't want to leave Animal Kingdom at 3:30 just to make it to an Epcot ressie at 4:30. Sorry!

I understand that everyone is frustrated, but there is no reason for a CM to take it out on a customer.

 

[DisneyDine]

Thanks DisneyDine, for those words of encouragement. I did not get upset at the CM, but she got upset with me. Actually, 2 different CMs did. I got yelled at because I wasn't writing down all the confirmation numbers fast enough for her. Then I got yelled at because I wasn't taking what the computer showed available. I didn't want to leave Animal Kingdom at 3:30 just to make it to an Epcot ressie at 4:30. Sorry!

I understand that everyone is frustrated, but there is no reason for a CM to take it out on a customer.

Hope you didn't misunderstand me... I am in no way excusing rude behavior by any CM. That to me is unacceptable, no matter what. Yes, we are all frustrated but no, you should not have had that experience.

 

[Tink955]

Well, I didn't wait the two hours - I just spoke with a very nice CM who helped me make all of my ADRs! I got everything I wanted with a minimal bit of tweaking. It worked out okay for me. I hope it works out just as good for everyone else!

 

[Tigjam630]

I called last Saturday (3/21) to make my ADRs around 9:30am and experienced no wait time to connect with a CM. I was expecting the worst, so I thought it was just luck that I got through right away, however I ended up calling back about an hour later to add another ADR and had the exact same experience. It took about 3-5 minutes to make my ADRs and was able to get pretty much everything I wanted, though I was pretty flexible about my ADR times and changed one dinner to a lunch. Hopefully as some of the kinks are be ironed out and it will gradually be getting better.