Not really so many problems. You just have one and it is not quite as easy as you might think it would be given how the Disney reservation(s) work.
Since you have a DP you have what is known as a ticket-less package. You can't just remove the Dining Plan since you have a package. What you want to do is cancel the package and have the CM book you are Room Only (RO) reservation with your AP discount and add your DD. Note: there needs to be availability within the AP block of rooms to make this change. You might need to change room category or even change resorts to get an available AP discounted room.
There are actually two systems: 1 for RO and 1 for packages. The CM will need refund your package payments and need a new deposit for your new RO reservation. There are different rules between the 2 systems. For packages a final payment is due at the 30 day mark. With a RO reservation, only a 1 night deposit is required and the balance is due on the first day of your check-in (physical arrival at hotel).
Also what time of day are you calling as that may determine the level of help you get?
Dave
The price was significantly higher for a new reservation but that’s what I ended up doing. (I had to call to cancel though, couldn’t do it online.) It was more the total lack of professionalism that baffled me. The first guy really seemed confused about the idea that there were such things as resort reservations at WDW.
The second woman was just rude. When she told me the reservation couldn’t be cancelled and I said that she was wrong she got pretty confrontational for Disney. When I said I’d prefer just to try again later she hung up on me.
I haven’t had to call Disney in a while now and was just surprised.
Interesting. Which lines do they man? I had some difficulties with a Bounceback agent pulling my current onsite reservation. I just attributed it to Disney IT, but now I'm wondering if I got an outsourced agent.You may have ended up speaking to Arise agents who are basically outsourced phone agents. I've found they tend to have zero clue as to what they are doing.
More than likely, all of them ring to the same exact places, even if you dial different numbers in the beginningInteresting. Which lines do they man? I had some difficulties with a Bounceback agent pulling my current onsite reservation. I just attributed it to Disney IT, but now I'm wondering if I got an outsourced agent.
You may have ended up speaking to Arise agents who are basically outsourced phone agents. I've found they tend to have zero clue as to what they are doing.
I've had to tell cms on the phons to please speak to their supervisors as I know the info. they're relaying is inaccurate. It happens ALL THE TIME. It really is unfortunate that Disney choses to eithernot inform/train their phone cms properly or that they hire those who don't care to try to help their customers.Because the folks at the Disney call centers never give wrong info. Don’t want to be argumentative but she said the reservation couldn’t be cancelled. It most definitely could because I did so right after getting off the phone with her and calling to get a new agent. I was in no way impolite, I find that rarely pays off.
Interesting. Which lines do they man? I had some difficulties with a Bounceback agent pulling my current onsite reservation. I just attributed it to Disney IT, but now I'm wondering if I got an outsourced agent.
You should look at the cruise critic boards for the mass market cruise lines. You would see very similar complaints about their call centers as you see here.I worked for ten years in a company that took work that was outsourced to us. There were no dedicated line from tehat company, but the calls were diverted once the hold wait times hit a specific metric.
I will take exception that the misinformation comes from outsourced representatives. My crew was measured on their accuracy, and we had a standard that exceeded the company we took work from.
My son worked for a center that we were an overflow for. WE had one center that the calls were diverted to, and he had the impression that their call accuracy rate was less than ours. Once we ran the numbers he was shocked. We blew the doors off their center, but we had to. We billed by the minute at that time, but also had to remain within specific metrics in regards to call time, accuracy and hold times or we were financially penalized.
I am appalled at the system tha Disney does NOT seem to use in ensuring their call center representative have complete and accurate information. It really is not that difficult, and if an outsourced center could keep up with changes I cannot understand why their centers are so ill informed.
I had to call to add DD and DSIL to DME yesterday and the CM on the other end of the phone was so pleasant and efficient it kind of threw me. it was like it was 1999.
There is no ‘change window.’...Has something changed? My reservation is well outside the 30 day change window.
Perhaps she was trying to explain to you that you couldn’t change a package reservation in the way you wanted. I’m always amazed at how differently two people can interpret the same conversation. Rudeness is never acceptable, IMO....When she told me the reservation couldn’t be cancelled and I said that she was wrong she got pretty confrontational for Disney...
Didn’t know that the CM hanging up blocked the survey - in that case an email w/ date, time & name might be in order, since otherwise her rude behavior won’t change. I guess I’ve been very lucky, I’ve always had very nice CMs on the phones, it’s the long waits to speak to them that irritate me.I’ve already explained this on this thread. When she said I couldn’t change the reservation I asked to cancel. The CM/outsourced person told me that under no circumstances could I cancel even though I was outside the 30 day window. She was absolutely 100% wrong about this as was proved after another CM (my third at that point) cancelled the reservation in seconds less than an hour later.
I couldn’t take the survey, the CM HUNG UP ON ME. No goodbye, no “Have a magical day!”, nothing. I very nicely told her that I believed she was incorrect
about the cancellation and click.
I love WDW as much as the next person but that doesn’t mean that sort of behavior is okay.