Complaint - The DIS Discussion Forums

PrincessCooper's Mom · 01-17-2013, 01:28 PM

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, 01:33 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, 01:55 PM

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

PrincessCooper's Mom · 01-17-2013, 02:09 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, 02:46 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, 02:58 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, 03:14 PM

Quote:

Originally Posted by EpcotBill

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.

bookgirl · 01-17-2013, 04:18 PM

Quote:

Originally Posted by PrincessCooper's Mom

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, 04:36 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, 04:57 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, 06:23 PM

Quote:

Originally Posted by softballmom3

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, 06:30 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, 06:59 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 !

.

kneedeep · 01-17-2013, 07:23 PM

Some people are being very harsh. OP clarified (pretty early on in the thread) that her friend did NOT provide the email address that confirmation was sent to. Others have confirmed that Disney's databases are glitchy. Heck, they still send mail offers addressed to my dad despite the fact that he died 7 years ago and I have made multiple requests to have him removed from their lists.

It's not a stretch to think that if an email address was previously in the system it might receive a confirmation by default. Or maybe there was human error involved on the part of the CM who made the reservation.

Why can't we take OP's word at face value that Disney made a mistake? Must we assume that her friend messed up and now wants compensation to boot? Perhaps she just wants to make sure the issue is taken seriously and doesn't happen again. If it is a database issue it isn't something that a reservationist can fix; someone in a supervisory role would need to communicate the issue to IT. All OP asked for was contact info to voice her concern, not for others to weigh in on whose fault it really was.

One thing I love about Disney is that WHEN they make a mistake, they try to make it right. All the folks who blindly assume that Disney can do no wrong are missing the boat completely.

aaarcher86 · 01-17-2013, 08:22 PM

Quote:

Originally Posted by kneedeep

Some people are being very harsh. OP clarified (pretty early on in the thread) that her friend did NOT provide the email address that confirmation was sent to. Others have confirmed that Disney's databases are glitchy. Heck, they still send mail offers addressed to my dad despite the fact that he died 7 years ago and I have made multiple requests to have him removed from their lists.

It's not a stretch to think that if an email address was previously in the system it might receive a confirmation by default. Or maybe there was human error involved on the part of the CM who made the reservation.

Why can't we take OP's word at face value that Disney made a mistake? Must we assume that her friend messed up and now wants compensation to boot? Perhaps she just wants to make sure the issue is taken seriously and doesn't happen again. If it is a database issue it isn't something that a reservationist can fix; someone in a supervisory role would need to communicate the issue to IT. All OP asked for was contact info to voice her concern, not for others to weigh in on whose fault it really was.

One thing I love about Disney is that WHEN they make a mistake, they try to make it right. All the folks who blindly assume that Disney can do no wrong are missing the boat completely.

GS can't do anything for that. OP's friend needs to send an email to the address I provided and they will get it to the right people. The supers won't even take the call because there isn't anything they can do for the friend.

01-17-2013, 01:28 PM	#1
PrincessCooper's Mom Mouseketeer Join Date: Apr 2010 Posts: 143	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

01-17-2013, 04:36 PM	#9
MrRomance Planning and Plotting Join Date: Sep 2011 Location: Essex, UK Posts: 1,017	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. __________________ Many of you sponsored my DD9 in her Disney Run in 2012 in aid of the children's hospital (Great Ormond Street Children's Hospital) that has provided her with years of treatment. This year we are all running in the Disney Jingle Jungle 5K for the same cause! https://www.justgiving.com/NeavesFamily5K Off-Site Disney World Visits '92 - '94 - '96 - '99 - 2000, 2001, 2004 Disney World Stays August 2008 - CBR - February 2012 - SSR - July 2012 - POR - October 2013 - SSR Disney Fairytale Wedding Vow Renewal Feb 2012 Cast: Me (40) DW (37) and DD (9)

01-17-2013, 04:57 PM	#10
softballmom3 DIS Veteran Join Date: Jan 2010 Location: KY Posts: 1,289	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. __________________ Always planning another trip...... 1977 Heck...I don't remember, I was 4 . 2002 Holiday Inn Family Suites (Nick hotel now) 2007 Pop Century 2010 Windsor Hills 2011 POR 2013 Wilderness Lodge --finally decided!!

01-17-2013, 06:30 PM	#12
DisneyHardin DIS Veteran Join Date: Jan 2010 Location: Louisville, KY Posts: 700	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. __________________

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01-17-2013, 01:33 PM	#2
HM A tag from the TF is better than a personalized licence plate Join Date: Mar 2001 Location: North Carolina Posts: 5,144	That's terrible. Why did she give her DDs email, though? Sorry I don't know who to contact.

01-17-2013, 01:55 PM	#3
Lynne M Join Date: Nov 2001 Posts: 8,043	Did she book on the web site or with a representative over the phone?

01-17-2013, 02:09 PM	#4
PrincessCooper's Mom Mouseketeer Join Date: Apr 2010 Posts: 143	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.

01-17-2013, 02:46 PM	#5
EpcotBill DIS Veteran Join Date: Mar 2001 Location: USA Posts: 2,400	Your friend must have given them her daughter's email address. She only has one person to be upset with.

01-17-2013, 02:58 PM	#6
lililoo12 Mouseketeer Join Date: Dec 2012 Posts: 334	yea your friend wont get far with complaining. Why did she give her daughters email if she wanted it to be a surprise?

01-17-2013, 07:23 PM	#14
kneedeep Loving the Florida life Join Date: Jan 2012 Location: 80 miles from the Mouse Posts: 72	Some people are being very harsh. OP clarified (pretty early on in the thread) that her friend did NOT provide the email address that confirmation was sent to. Others have confirmed that Disney's databases are glitchy. Heck, they still send mail offers addressed to my dad despite the fact that he died 7 years ago and I have made multiple requests to have him removed from their lists. It's not a stretch to think that if an email address was previously in the system it might receive a confirmation by default. Or maybe there was human error involved on the part of the CM who made the reservation. Why can't we take OP's word at face value that Disney made a mistake? Must we assume that her friend messed up and now wants compensation to boot? Perhaps she just wants to make sure the issue is taken seriously and doesn't happen again. If it is a database issue it isn't something that a reservationist can fix; someone in a supervisory role would need to communicate the issue to IT. All OP asked for was contact info to voice her concern, not for others to weigh in on whose fault it really was. One thing I love about Disney is that WHEN they make a mistake, they try to make it right. All the folks who blindly assume that Disney can do no wrong are missing the boat completely.