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PrincessCooper's Mom 01-17-2013 12:28 PM

Complaint
 
I have a friend that just booked a trip for her family. She booked 1 room under her name and one under daughters name with request that email not be sent to daughter because the trip was a surprise for daughters family. The next day her daughter hands her the confirmation that she received in her email and my friend still has not received confirmation in her email.

She was very upset and wanted to know where she should call or email to let them know that they ruined the surprise.

Does anyone have a phone number besides the 407WDISNEY or an email?

Thanks

HM 01-17-2013 12:33 PM

That's terrible. Why did she give her DDs email, though?
Sorry I don't know who to contact.

Lynne M 01-17-2013 12:55 PM

Did she book on the web site or with a representative over the phone?

PrincessCooper's Mom 01-17-2013 01:09 PM

She booked over the telephone directly with Disney.

She called back yesterday and explained what had happened and they basically just said sorry.

But they told her the only email that was showing up on either reservation was hers and she told them that it went to email that she had asked specifically for it not be sent to and was told that it would not be a problem and she still has not received it in email they told her was showing on reservation.

EpcotBill 01-17-2013 01:46 PM

Your friend must have given them her daughter's email address. She only has one person to be upset with.

lililoo12 01-17-2013 01:58 PM

yea your friend wont get far with complaining. Why did she give her daughters email if she wanted it to be a surprise?

sndral 01-17-2013 02:14 PM

Quote:

Originally Posted by EpcotBill (Post 47221087)
Your friend must have given them her daughter's email address. She only has one person to be upset with.

I'm not so sure, if the dau has ever been or signed up w/ Disney for anything and given them her email Disney would have it.
Disney has extensive priors for lumping inappropriate people into incorrect addresses. It usually gets reported in the context of someone who received an email/snail mail addressed to some stranger or ex - and wants to know if they can use the discount. Or people getting things in their maiden name despite being married and having updated Disney on the correct name years ago or not getting documents because they were sent to an address they last lived in a decade ago, despite having given Disney the correct address on the phone when they made their reservation.
I personally have received snail mail addressed to my mom from Disney at my home address (an address she has never used) and an email addressed to my son's ex GF to my email account (I'd taken her w/ us to WDW a few times - but never done anything to associate her w/ my email acct./address.) I called to complain about the latter and they basically said that it couldn't be fixed.

aaarcher86 01-17-2013 02:20 PM

You can try emailing wdw.guest.communications@disneyworld.com.

There isn't complaint number to call and a supervisor won't take the call just for something like this. They're really good about responding to the email though.

Just coming from what I've heard in the past, Disney doesn't do 'surprise' trips for people and they aren't supposed to assist in doing so (I'm sure this is the reason why). Everyone's information is supposed to be their own (like putting someone at another persons address so they don't get mail). That's probably the response that she'll get, but you never know.

I don't really know what else they could do, other than say sorry for the confusion. I know when I call the automated system always gives me my old information. I wonder if with all the funky system quirks if it kicked the email to the daughters email address even though they changed it?

alecshawn 01-17-2013 03:10 PM

Quote:

Originally Posted by lililoo12 (Post 47221230)
yea your friend wont get far with complaining. Why did she give her daughters email if she wanted it to be a surprise?

Please dont waste WDW time with a frivolous complaint. :hourglass I mean...you gave them her email.......you had to know what ws going to happen....:confused3

bookgirl 01-17-2013 03:18 PM

Quote:

Originally Posted by PrincessCooper's Mom (Post 47220155)
I have a friend that just booked a trip for her family. She booked 1 room under her name and one under daughters name with request that email not be sent to daughter because the trip was a surprise for daughters family. The next day her daughter hands her the confirmation that she received in her email and my friend still has not received confirmation in her email.

She was very upset and wanted to know where she should call or email to let them know that they ruined the surprise.

Does anyone have a phone number besides the 407WDISNEY or an email?

Thanks

Unless she put the Daughters name and email on the room they wouldn't have sent her anything. Why would she not put the information under her own name with only her kids names as occupants but with her email and address as the contact.

It gives you the option of renting two rooms at once.

MrRomance 01-17-2013 03:36 PM

Why make a complaint? I don't understand. They've said sorry, even though, in my opinion if you give the email address, it's a no brainer for them to send an email confirmation and could be automatic when the booking goes in the system. If they've said sorry, unless they are after some sort of freebie, there is nothing more that they can do.

softballmom3 01-17-2013 03:57 PM

She absolutely did not have to give them her daughter's email when booking (not saying she didn't). I booked both my room and my in-laws room all with my info and only gave their actual street address-- not once did I give their email. Well, since they have an account with disney (which I didn't sign them up for) all the bookings I did went to them anyway, even with me being in control of all and even mine. None is a surprise so no worries on that.

To top things off now, when I call, the automated system has half of my info correct as mine and half as my in-laws.

aaarcher86 01-17-2013 05:23 PM

Quote:

Originally Posted by softballmom3 (Post 47222495)
She absolutely did not have to give them her daughter's email when booking (not saying she didn't). I booked both my room and my in-laws room all with my info and only gave their actual street address-- not once did I give their email. Well, since they have an account with disney (which I didn't sign them up for) all the bookings I did went to them anyway, even with me being in control of all and even mine. None is a surprise so no worries on that.

To top things off now, when I call, the automated system has half of my info correct as mine and half as my in-laws.

That thing has always been a PITA and rarely gets the right information even if everything else is exactly correct. Don't trust that hokey robot lady.

DisneyHardin 01-17-2013 05:30 PM

I agree that she most likely did not give the e-mail address. Disney knows everything about you. When I booked our trip yesterday it asked me if an address I haven't lived at for over 10 years (and never lived at when I booked a Disney trip) was my correct address.

softballmom3 01-17-2013 05:59 PM

Quote:

Originally Posted by aaarcher86

That thing has always been a PITA and rarely gets the right information even if everything else is exactly correct. Don't trust that hokey robot lady.

Agree ! :).


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