Strange experience while booking a trip by phone...

spodie · Post by **spodie** » Feb Sun 08, 2009 12:41 am

When I book my Disney trips, I always do it by phone because 1) there is an incentive when you book by phone (better cancellation policy, you know that everything is correct because you can repeat it back, etc) and 2) it gets me pumped for my upcoming trip by talking to a real person (you guys know what I'm talking about!). In my calling experience, I've never been jerked around or felt like I was being backed into a corner.

Anyway, so back to the story. A little background first: my sister and I have APs and wanted to go to WDW over Spring Break. However, our Spring Breaks don't coincide, so our plan was that I would go down with a friend and spend the week (already booked) and then she would drive down, meet me, and we would spend the weekend down there - only 2 nights (which was what I was calling to book). Here are some snippets of the conversation between the CM and me:

Me: "I would like to book a room."
CM: "Ok, how many nights would you like to stay?"
Me: "Two."
CM: "Only two - would you like to stay longer?"
Me: "No, thank you - only two nights." I then explained to her my situation, which I really didn't feel like I should have had to do, but I digress. I figured that she might have been new and just making sure that she was just covering all the bases.

CM: "Do you have any resorts in mind? Would you like to stay along our monorail line or maybe an Epcot resort?"
Me: "No, thank you. Could you please check availabilty at Pop Century?" (A monorail line or Epcot resort stay is waaaay out of my budget as a college student, although I of course would LOVE to stay at any of those resorts!!)

Again, I had never been asked this question like this before, but I didn't really find it out of ordinary at the time.

Here's the kicker:

CM: "Would you like to participate in the Dining Plan? Annual Passholders can now participate."
Me: "No, thank you."
CM: "You would be saving anywhere from 30-65% off on meals."
Me: "That's fine. No, thanks."
CM: "Are you sure?"
Me: "Yes."
CM: "Well, Disney will be happy to know that you want to pay full price for food. They would love to take your money because you don't want to participate in the Dining Plan."
*Awkward pause because I was a little bit taken aback by this apparent high-pressure sales pitch.* The conversation then continued on.

So, has anyone else experienced this?? I kind of felt like I was in a showroom of some kind and was getting pressured into buying something that I really didn't want. I've called Disney many times and have never gotten anyone who has been so pushy. Do you think that Disney is instructing all CMs to do this so they can get the most out of their customer's wallets in this economic downturn or did I just happen to get a pushy CM? Usually when I call, I am asked if I would, for instance, like to add the Dining Plan but when I say no, they either leave it alone or say something like, "Well, if you change your mind, just call back and we'll be happy to add it for you!" One of the reasons that I love Disney so much is that it's very relaxed and they don't pressure you into anything. Coincidentally, I tend to spend more money when I'm not pressured into anything than when I have a pushy salesperson.

What have you guys recently experienced? I hope that if Disney is trying this new system of pushing people into buying things from them, they scrap it. Fast.

Post by **Len90** » Feb Sun 08, 2009 2:27 am

I have never experienced anything quite like that. Sounds like you just got a pushy person since they were trying to book you in a deluxe resort. I only have good experiences with the reservation hotline. They have always been personable and very high-spirited.

I personally like calling them for booking because the hold music is always fantastic. I have even booed when the CM finally picked up after a 25 minute wait. I think the Disney music is an incentive in itself!

boilerbabe · Post by **boilerbabe** » Feb Sun 08, 2009 11:33 am

We usually like to call and book by phone too for the same reasons both of you, I personally get really excited when I hear the music while I'm holding! Our most recent trip was Nov. '08 and I did not speak to any CM's that sounded like that, definitely not pushy! I sure hope this isn't the sign of the times and they're being pushy now b/c of the economy! Maybe you just got a rude CM?! I would've reported that person. Did you hold at the end and take that survey, or did they cut those out?!

If this is how they are going to be now, I would definitely book online.

ericpabear · Post by **ericpabear** » Feb Sun 08, 2009 5:19 pm

WOW! I too like to call, but never had any high pressure sales like that. I think I'll call Monday and see if anything else is changing.

abrcrmbegrl20 · Post by **abrcrmbegrl20** » Feb Sun 08, 2009 8:15 pm

Wow! I, like most others, like to call as well and I have never had a CM be so pushy. I think it was just there off day. It doesn't seem to me like Disney would be pushing something on buyers that they don't want it. It seems it would do more harm than would benefit them.

DisBeamer · Post by **DisBeamer** » Feb Sun 08, 2009 8:17 pm

I've never had anything like that happen booking by phone, which we usually do because I want to go through CRO's terms rather than the travel branch terms. And really, the 2 days/higher end hotels part wouldn't bother me that much, though it does sound very up-sell. But this:

spodie wrote:CM: "Well, Disney will be happy to know that you want to pay full price for food. They would love to take your money because you don't want to participate in the Dining Plan."

I would have asked to speak to her lead/manager. That's completely inappropriate. I can understand that they may be under pressure to up-sell, but I find it very difficult to believe that's part of her 'allowed' spiel. And if it is, I still would have lodged a complaint against it. If they don't get feedback on it, they won't change it.

Really, I would have been livid (heck, I'm annoyed it happened to you,

). DDP is not a savings for most people - definitely not up to 65%, that's ridiculous - unless they care to spend weeks planning where they're going to eat and spend most of the day eating once they get there OR it's under free dining. Selling it that way is annoying but understandable; pressuring people to buy it that way is really underhanded.

Post by **Len90** » Feb Sun 08, 2009 8:57 pm

boilerbabe wrote:I sure hope this isn't the sign of the times and they're being pushy now b/c of the economy!

I seriously doubt it is a sign of the times. We called up in January as we began to price vacations and see what has changed since last summer. We didn't have a pushy person at all. In fact, they were laughing that I knew every single song I listened to while on hold.

MetalRage · Post by **MetalRage** » Feb Sun 08, 2009 9:13 pm

i kinda laughed at the part where the person said "Well, Disney will be happy to know that you want to pay full price for food. They would love to take your money because you don't want to participate in the Dining Plan."

That is weird though. We always book online.

emnbensdad · Post by **emnbensdad** » Feb Sun 08, 2009 9:24 pm

I would chalk it up to someone having an off day. They may be under pressure. It does not excuse what they said. I would say their attempt at some humor FAILED worse than the Titanic.

spodie · Post by **spodie** » Feb Sun 08, 2009 9:56 pm

In hindsight, I should have asked to speak with a manager but I was a little in shock that that actually happened. I believe dbalentine is correct in saying that it was an attempt at a joke. A REALLY bad attempt... However, I guess I'll just take it stride, because I'M GOING TO DISNEY WORLD!!

emnbensdad · Post by **emnbensdad** » Feb Sun 08, 2009 10:30 pm

Even though this is all after the fact, I'm sure your reservation confirmation number can be linked to the individual if you wanted to press it further.

I'm sure that an overwhelming majority of us and all of those folks out there who have made reservations have only had positive experiences.

All that aside . . . . .

I think I just talked my wife into spending a day at WDW in April. She and the kids are going to central Florida for their Spring Break to visit fam. I'm flying down a day early to drive them back. I suggested that we all go to WDW including in-laws. She was EXTREMELY happy about the idea . . . . !!!!!!!!!!!!!!!!

Now, if I can just get my MIL to spring for the tickets for a day instead of using our tix . . . . hmmm . . . must get planning!

DIAC1987 · Post by **DIAC1987** » Feb Mon 09, 2009 12:41 am

I would have hit 1s on all the questions on the survey after the call

jenjolt · Post by **jenjolt** » Feb Sun 15, 2009 9:51 am

WOW...I have never had a CM be that pushy about selling something to me!! I'm sorry you had that awkward and uncomfortable experience!! Let's hope that is not the new trend!

Jacca5660 · Post by **Jacca5660** » Feb Sun 15, 2009 10:07 am

I would have immediately asked for a supervisor. I just hope it's not a sign of the times. Sounds more like you were talking to a telemarketer. It's so UN-Disney to the point of just unbelievable behavior by a CM. Did you ever call back to report the CM?

spodie · Post by **spodie** » Feb Sun 15, 2009 10:42 am

Jacca5660 wrote:Did you ever call back to report the CM?

No - I didn't remember her name. That's a mistake I'll never make again! I called back today to add the Dining Plan

and made sure I caught the girl's name. However, she was super sweet and not pushy at all.

I hope that the bad call was just one time...

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