Neeter
Mouseketeer
- Joined
- Jun 10, 2000
Hey all!
Just thought I'd post my recent problem with CRO in case there are any newbies out there who may run into the same problem or who may not know what the REAL policy is!
Called and booked my reservation for Easter 2003 at the All Star Movies. (Woo Hoo!) Told agent that I wanted to request adjoining rooms and also request the Toy Story section. She was a very friendly, knowledgeable agent. She mentioned that she would note the request on my reservation but that they could not be guaranteed. I told her that I was aware of that and thank her for mentioning it. She gave me my confirmation # / etc and I hung up.
However after I hung up I realized I forgot to have her give me the Total for the reservation. (I always like for them to read me the total just to make sure there have been no mistakes on either of our parts.) So I called CRO back JUST to get my total. That's where the problem started. Before the agent I talked to this time would even give me my total she said "uh-oh I see a problem here, the other agent has down that you are requesting the Toy Story section, but she hasn't charged you the $10 nightly that is supposed to be charged for a "Preferred" room." I politely told her that the "Preferred" rooms at the All Star Movies were ONLY in the FANTASIA buildings. She said "No, mam you are wrong, you are requesting a particular building therefore you are supposed to be charged the $10". I'm like lady I only called back to get my total and you are trying to go in there and change my whole reservation. She said "I'm sorry but your reservation is wrong and it needs to be changed". She could not have been more rude. I think my head about exploded. I once again tried to explain to her what the CORRECT policy was. However, she would hear nothing of it. So, I asked to speak to a supervisor.
And after being on hold for 7 minutes long distance, I finally was given to a supervisor! (Yes, I am considering sending the bill to them! LOL!) I told her that I only called to get a total and that the agent I just talked to was trying to charge me for something that she is thinking is the policy when it is not. I told that I had tried to explain this to her several times to no avail. The supervisor was nice but her reply cracked me up! She said "Well, it's a constant learning process here"! To which I said "shouldn't the agents be properly trained BEFORE allowing them to book reservations?" I said "what if I had been a customer who was not aware of the CORRECT policy and had let her charge me the extra $10 a night?" She said "well hopefully that is an error we would have noticed". I told that I would hope so but doubted that would be the case. I then said "can I please finally get the total that I was calling to get in the first place?" I told her that I wasn't happy that a long-distance phone call that should have taken no longer than 2 minutes had now lasted over 10 minutes. She just said "I'm sorry" and then hung up on me!! Oh my! Yet another rosy CRO experience! LOL!
I didn't post this as merely another CRO bash... I just wanted to post this in case anyone else might get the same SPILL concerning the "Preferred" rooms at the All Stars. There are only certain buildings at each All Stars that when requested require an extra $10 a night charge. Be sure not to let them charge you the $10 for ANY of the other buildings.
Just thought I'd post my recent problem with CRO in case there are any newbies out there who may run into the same problem or who may not know what the REAL policy is!
Called and booked my reservation for Easter 2003 at the All Star Movies. (Woo Hoo!) Told agent that I wanted to request adjoining rooms and also request the Toy Story section. She was a very friendly, knowledgeable agent. She mentioned that she would note the request on my reservation but that they could not be guaranteed. I told her that I was aware of that and thank her for mentioning it. She gave me my confirmation # / etc and I hung up.
However after I hung up I realized I forgot to have her give me the Total for the reservation. (I always like for them to read me the total just to make sure there have been no mistakes on either of our parts.) So I called CRO back JUST to get my total. That's where the problem started. Before the agent I talked to this time would even give me my total she said "uh-oh I see a problem here, the other agent has down that you are requesting the Toy Story section, but she hasn't charged you the $10 nightly that is supposed to be charged for a "Preferred" room." I politely told her that the "Preferred" rooms at the All Star Movies were ONLY in the FANTASIA buildings. She said "No, mam you are wrong, you are requesting a particular building therefore you are supposed to be charged the $10". I'm like lady I only called back to get my total and you are trying to go in there and change my whole reservation. She said "I'm sorry but your reservation is wrong and it needs to be changed". She could not have been more rude. I think my head about exploded. I once again tried to explain to her what the CORRECT policy was. However, she would hear nothing of it. So, I asked to speak to a supervisor.
And after being on hold for 7 minutes long distance, I finally was given to a supervisor! (Yes, I am considering sending the bill to them! LOL!) I told her that I only called to get a total and that the agent I just talked to was trying to charge me for something that she is thinking is the policy when it is not. I told that I had tried to explain this to her several times to no avail. The supervisor was nice but her reply cracked me up! She said "Well, it's a constant learning process here"! To which I said "shouldn't the agents be properly trained BEFORE allowing them to book reservations?" I said "what if I had been a customer who was not aware of the CORRECT policy and had let her charge me the extra $10 a night?" She said "well hopefully that is an error we would have noticed". I told that I would hope so but doubted that would be the case. I then said "can I please finally get the total that I was calling to get in the first place?" I told her that I wasn't happy that a long-distance phone call that should have taken no longer than 2 minutes had now lasted over 10 minutes. She just said "I'm sorry" and then hung up on me!! Oh my! Yet another rosy CRO experience! LOL!
I didn't post this as merely another CRO bash... I just wanted to post this in case anyone else might get the same SPILL concerning the "Preferred" rooms at the All Stars. There are only certain buildings at each All Stars that when requested require an extra $10 a night charge. Be sure not to let them charge you the $10 for ANY of the other buildings.
