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View Full Version : Disney's mistake,UPDATE POST # 21


DisneyDreams4P&B
06-13-2009, 06:22 PM
I was checking my CC account today and noticed my available balance was off from what it should have been. There was a charge for $437.00 from WDW Dine. I immediately called Disney to see what the charge was for. I was told that they had charged my card for our Hoop Dee Doo reservation (for 11 people). I reminding them that we had the Dining Plan and it should have been used to hold the res. After 1/2 an hour on the phone and the CM telling me she had tried everything I was told:

1. The only way to refund the money on my CC was to cancel the res. and to "try" and re book but that they could not guarrentee I would get my table of 11 back (this is the only res we were able to make with us all sitting at one table).
2. I was told if I wanted to keep my original res, that I would have to leave the $437 dollar charge on my CC till our dinner (which is at the end of our trip) and they will fix it at the show.

Can they do this? I have to pay the finance charges on this for 3 months, unless I pay it off, then that is $437 less in my account. I just don't see how they can do this. Can anyone offer any suggestions?

sohappy
06-13-2009, 06:35 PM
I would call back and talk to another CM. Last year, I booked my ADRs before I had my room reservation. I had to pay for CRT because I hadn't signed up for DDP yet. When I booked my vacation package, I called back and got refunded. I don't think it was immediate, might have taken a few days or so. Good luck.

IMACM
06-13-2009, 06:36 PM
GGGRRRRRRRRRRRR!!!!!!!!!!!! That means that the CM that made your dine reservation didn't do it right!!! SO, I have seen on here someone post a phone number for guest services and I would call them 1st. If they can't help you I would call Pioneer Hall directly and see if they can reverse the charges. OK, maybe I would call back and act like I didn't already have a reservation and make a new one under the dine plan and your reservation.....your current one won't come up when you call...if it's not available then I would call GS then PHHDD. Let me know if you don't get this resolved....I don't think your money should be held up until you arrive!!!

Whatever you do....don't cancel and try to rebook it!!!!!!

IMACM
06-13-2009, 06:37 PM
I would call back and talk to another CM. Last year, I booked my ADRs before I had my room reservation. I had to pay for CRT because I hadn't signed up for DDP yet. When I booked my vacation package, I called back and got refunded. I don't think it was immediate, might have taken a few days or so. Good luck.

With the new system doing a refund is not so easy anymore

Manda
06-13-2009, 07:03 PM
I had a similar issue with Cinderella's Royal Table for a reservation last August. I didn't want to lose my reservation and they couldn't figure out how to give me back my money w/o canceling and re-reserving. After talking to several CMs and supervisors, etc., they said they were refunding it to my credit card and sent me to someone in finance. I called to follow up over and over again over the course of 4 months and they kept telling me it takes a while, yada, yada, yada. By the time my trip rolled around, I still hadn't been refunded. The server at the restaurant ended up talking to the manager and they issued me a gift card for the amount of money Disney owed me. It was a mess.

jcemom
06-13-2009, 07:03 PM
I'd ask for a manager. It's their mistake. They need to make it right.

TheRustyScupper
06-13-2009, 07:12 PM
1) FREQUENTLY charges for CRT or HDDR get processed.
2) This is not new or strange.
3) You get your refund at the meal or show when you use DDP.
4) They don't refund ahead of time unless you cancel.
5) I have had people actually yell at me for a refund.
6) I politely tell them to go to the HDDR box office or CRT podium.

DRCDIVA
06-13-2009, 07:20 PM
I am a DRC Agent... I book HDDR. IMACM is correct, the original agent did not book you correctly( very easy to do by the way) I would call back explain what happened, the agent will need to first see if the res can be modified(looking wont cancel your res, so dont worry) if there is availabilty no prob. If there is no avail. they should then call dine help, I dont know how they do it but they can release your tables for you, and only you, to rebook with the dine plan. I have done this a few times before for other guests. call tonight or in the am. hope that helps!!!

Hayloburger
06-14-2009, 03:44 PM
Same thing happened to be. I booked CRT and Mickey's BYBBQ and paid for them at the 90 day mark....then I added the dining plan. They couldn't refund my cc....so,I had to wait until I got to restaurant. We just got back...I kept my receipts to show that I used the dining plan, and i'm just waiting for me cc statement.

It's kind of a bummer....but I was told by many cm's that's all they could do.

mi*vida*loca
06-14-2009, 04:40 PM
This happened to me with CRT for my March trip before this new system. It took them 2 months to refund my money. Good luck!

vellamint
06-14-2009, 06:11 PM
I am a DRC Agent... I book HDDR. IMACM is correct, the original agent did not book you correctly( very easy to do by the way) I would call back explain what happened, the agent will need to first see if the res can be modified(looking wont cancel your res, so dont worry) if there is availabilty no prob. If there is no avail. they should then call dine help, I dont know how they do it but they can release your tables for you, and only you, to rebook with the dine plan. I have done this a few times before for other guests. call tonight or in the am. hope that helps!!!

When I called to have mine fixed I had to be transfered to someone who could do this for me but the reservation number changed (HDDR).....since there were no tables open that day/time did I now become "last" in line for seating or do you think it will show the original day that I booked?

ROEDISNEY
06-14-2009, 06:13 PM
I would call and definitely speak to a mgr.

IMACM
06-15-2009, 07:20 AM
When I called to have mine fixed I had to be transfered to someone who could do this for me but the reservation number changed (HDDR).....since there were no tables open that day/time did I now become "last" in line for seating or do you think it will show the original day that I booked?

What do you mean by last in line for seating?? The location does all the seating in advance and it doesn't go by when you make your reservation like others will tell you. It goes by your party size and what tables are where!! All seating in this venue are great!!! I actually prefer to be in Cat 3 in the balcony!!

TheRustyScupper
06-15-2009, 08:12 AM
When I called to have mine fixed I had to be transfered to someone who could do this for me but the reservation number changed (HDDR).....since there were no tables open that day/time did I now become "last" in line for seating or do you think it will show the original day that I booked?

1) Your place in the pecking order to get good tables became worse.
2) The original ADR is gone, and the new ADR is the table assignment basis.
3) I am not sure how you got a table if they were sold out.
4) There is not a waiting list or such.

singnring
06-15-2009, 10:26 AM
So, if I am booking ressies for CRT and HDDR, and I am on the FD in Sep, what will happen @ booking of the ADR's?

Is my CC going to be charged for these ressies, or is it not supposed to be since I am on the FD? :confused3

Don't need a $1000 tied up on my CC till Sep?!! :scared1:

dizneydiva2005
06-15-2009, 11:02 AM
This is one reason I won't leave my cc or debit on file at the front desk- the last time I did this- I left my debit card so I could 'charge' through out the week and have disney take it out at the end. Well, sure they did- 3 freaking times! And it was held out of my checking account for a week. It's bad enough to have it taken out 2 times, let a lone 3. Especially, after a vacation.

I was told what happened was-- the night shift took the charges out, then the graveyard people did it again, and the morning staff was so nice to do it again.
I never give my cc or debit at check in. I use it myself through out the trip.

Sorry you are having this problem. Sounds like a headache. I really hope Disney refunds the fund right away.

Sleeping Becca
06-15-2009, 11:16 AM
I was told by a CM at PH that the table assignments are done, according to when the tickets are printed out.

So if you arrive to your resort on Friday and have the Concierge print out your tickets on Friday, that puts you into the seating chart at PH for your dinner on the following Thursday. So you will get a table closer than those who print out their tickets Sat, Sun, Mon, Tues, Wed, Thurs.

Thats what I was told, but CMs are notorious for giving out incorrect info.

I do know in years past it had everything to do with when you called, if you booked your Hoop 2 years in advance you got front and center.

jcemom
06-15-2009, 11:31 AM
I was told by a CM at PH that the table assignments are done, according to when the tickets are printed out.

So if you arrive to your resort on Friday and have the Concierge print out your tickets on Friday, that puts you into the seating chart at PH for your dinner on the following Thursday. So you will get a table closer than those who print out their tickets Sat, Sun, Mon, Tues, Wed, Thurs.

Thats what I was told, but CMs are notorious for giving out incorrect info.

I do know in years past it had everything to do with when you called, if you booked your Hoop 2 years in advance you got front and center.I don't think it's based on when you pick up your tickets, though I've been told that before also. We've picked up our tickets five days in advance and been seated halfway back and to the side (when we booked a month into the booking period). We've also picked up our tickets less than five minutes before showtime and been seated right up front, with our table touching the stage. That time we booked right at 7:00 am on our first booking date. It seems to me it's based on when you book. I'm sure party size has something to do with it, but I think after party size the sooner you book the better your table.

MariDisney
06-15-2009, 11:35 AM
What do you mean by last in line for seating?? The location does all the seating in advance and it doesn't go by when you make your reservation like others will tell you. It goes by your party size and what tables are where!! All seating in this venue are great!!! I actually prefer to be in Cat 3 in the balcony!!

My understanding has always been that seating was made according to the order in which you booked. Of course it all relates to what size tables are where, but I believe that the first party of 4 caller for Cat 1 would get the "best" table in that category and so on.

vellamint
06-15-2009, 06:33 PM
What do you mean by last in line for seating?? The location does all the seating in advance and it doesn't go by when you make your reservation like others will tell you. It goes by your party size and what tables are where!! All seating in this venue are great!!! I actually prefer to be in Cat 3 in the balcony!!

I was told the show did not have any more seats for our party size for the date I had booked so they cancelled my old reservation in order to refund my credit card and made the new reservation.

1) Your place in the pecking order to get good tables became worse.
2) The original ADR is gone, and the new ADR is the table assignment basis.
3) I am not sure how you got a table if they were sold out.
4) There is not a waiting list or such.

My pecking order now stinks!! They transfered me to someone who was able to redo the reservation without releasing it into the system and provided me with a new confirmation number.

Thanks!

DisneyDreams4P&B
06-17-2009, 08:10 PM
I called again today and spoke to CM Tabitha. Let me just say she was absolutely amazing. She fixed the problem in no time flat and I got my money refunded (at least it will be in a week). She was warm and reassuring that everything would be okay. Where the original CM, drilled into my head that my giant party of 11 cannot be promised that we will be at tables that would be near each other *we are at seperate tables for all of our meals but HDDR* She gave me excellent advice about the places we choose and just made me feel so much better about things.

Moral is (as has been stated a million times on other threads), "If you don't get the answer you want, just keep calling back".

Thanks everyone....

disneyjanet
06-17-2009, 08:51 PM
Just to give you a little reassurance about the seating situation. I went with a party of 12 a few years ago and except for coral reef we were always seated at the same table even though our reservations were for multiple tables.

TheRustyScupper
06-17-2009, 10:04 PM
I called again today and spoke to CM Tabitha. Let me just say she was absolutely amazing. She fixed the problem in no time flat and I got my money refunded (at least it will be in a week).

1) Good to hear.
2) It doesn't happen often.
3) Congrats.

IMACM
06-18-2009, 06:36 AM
i called again today and spoke to cm tabitha. Let me just say she was absolutely amazing. She fixed the problem in no time flat and i got my money refunded (at least it will be in a week). She was warm and reassuring that everything would be okay. Where the original cm, drilled into my head that my giant party of 11 cannot be promised that we will be at tables that would be near each other *we are at seperate tables for all of our meals but hddr* she gave me excellent advice about the places we choose and just made me feel so much better about things.

Moral is (as has been stated a million times on other threads), "if you don't get the answer you want, just keep calling back".

Thanks everyone....


awesome!!!!!!!!!!!!!!!!

fey_spirit
06-18-2009, 01:28 PM
When booking with the dining plan - you're not supposed to have to make the deposit. Make sure your card is on file - yes, but not actually pay the deposit.
If they processed the OPs credit card despite this then a mistake was made on Disney's end... period.

Disney needs to fix this as soon as possible, not at the end of their trip.

Something like this would be enough to convince me to cancel my trip all together...

It seems Disney's Lgendary service is no more - may it rest in peace.

Universal is starting to look better and better every time I come read these boards. Sure the service probably isn't any better - but the prices sure are.


1) FREQUENTLY charges for CRT or HDDR get processed.
2) This is not new or strange.
3) You get your refund at the meal or show when you use DDP.
4) They don't refund ahead of time unless you cancel.
5) I have had people actually yell at me for a refund.
6) I politely tell them to go to the HDDR box office or CRT podium.

pixie08
06-18-2009, 01:35 PM
Oh geez...I am happy they fixed it but now you have me wondering about my luau tickets! need to check this...yikes!~