Complaint

Discussion in 'Disney Resorts' started by PrincessCooper's Mom, Jan 17, 2013.

  1. PrincessCooper's Mom

    PrincessCooper's Mom Mouseketeer

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    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
     
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  3. HM

    HM My tag from the Tag Fairy is now too long to use.

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

    Lynne M Moderator Moderator

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    Did she book on the web site or with a representative over the phone?
     
  5. PrincessCooper's Mom

    PrincessCooper's Mom Mouseketeer

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    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.
     
  6. EpcotBill

    EpcotBill DIS Veteran

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    Your friend must have given them her daughter's email address. She only has one person to be upset with.
     
  7. lililoo12

    lililoo12 Mouseketeer

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

    sndral DIS Veteran

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    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.
     
  9. aaarcher86

    aaarcher86 DIS Veteran

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    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?
     
  10. alecshawn

    alecshawn WDW Fanatic

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    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
     
  11. bookgirl

    bookgirl DIS Veteran

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    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.
     
  12. MrRomance

    MrRomance Planning and Plotting

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    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.
     
  13. softballmom3

    softballmom3 DIS Veteran

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    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.
     
  14. aaarcher86

    aaarcher86 DIS Veteran

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    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.
     
  15. DisneyHardin

    DisneyHardin DIS Veteran

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    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.
     
  16. softballmom3

    softballmom3 DIS Veteran

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    Agree ! :).
     
  17. nkereina

    nkereina Last chance to lose your keys.

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    Another option she would have had is to just book two rooms in her own name. Anyone can pay for it regardless of what name its in. She could have even changed it once the surprise was revealed, if it was being revealed ahead of time.

    Even if she complains, I doubt there's be any compensation. Not sure what the value of "ruining a surprise" would be.
     
  18. kneedeep

    kneedeep Loving the Florida life

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    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.
     
  19. nym4588

    nym4588 Mouseketeer

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    I'm sorry the surprise was ruined, that stinks! Hopefully they'll have such a good time once they get there that they'll forget all about it. Here's some pixiedust: for them!
     
  20. Ro Z

    Ro Z DIS Veteran

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    If her daughter has ever booked her own trip to Disney. They have her e-mail address attached to her name. This happens with DS all the time. I book and pay for our rooms but he always gets an e-mail confirmation. Even though I tell them to send it to my e-mail. Not a problem for us because it is not a surprise. I can understand her frustration!
     
  21. mefordis

    mefordis Imitation: the sincerest form of flattery

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    Happens to us, too! I make the reservation, add mom as a guest and for some reason she ends up being the owner of the reservation, even though I made it and I'm paying with my credit card.
     

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