Any recourse if Disney LOSES your ADR??

[Stinkerbell317]

My sister and her family are at WDW now. She had a Fantasmic dinner pkg reserved for tomorrow night at Mama Melroses. When she called today to ask exactly what time her reservation was, they had no record of it at all. I am sure she made it bc I was sitting right there when she called, AND she confirmed the reservation again this past Saturday. But now suddenly it has vanished from their system. They have no record of it whatsoever. Being that she did not ever write down the confirmation #, my ?'s are,

1) Is that a prepaid reservation? She can't remember if she already pd for it or not.

2) Has anyone ever had this happen? And if so did you get it fixed, and how?

I'd appreciate any advice I can pass along to her!!

 

[I'mNoPrince]

That stinks

1st this is why once made unless I change them I never call back . the wrong button could be hit (by accident or on purpose for calling back and making them do more work) and it's gone.

2nd it's a shame on Confirm # if she had that they would squeeze her in as it's her mistake.

3rd not sure if it's a prepaid or not you could always call to check.

4th have her pick-up a CS meal and wait in line eat at her seats and she will get a better view anyhow. The packages put you all the way over on the right side facing the stage.

 

[daisyduck123]

Perhaps the ADR was accidentally made for another day.

In May, when I went to the podium to check-in at WCC for dinner, there was a lady in front of me trying to check-in for dinner also.
The CM told her they did not have an ADR for her for any time that evening.
The lady insisted she did. The cast members then did some kind of search using the lady's last name.
It took awhile, but I listened to the whole thing.

Well, the CM kept looking & then said, "Oh, we found it. You were supposed to be here LAST night".
They said there was nothing they could do & that it would be an hour & a half wait for "walk-ups" that night...so the couple left.

 

[Disneyhappy]

They should show the original ADR in the system as being cancelled and the date. I would keep calling and explain to the CM or go to the concierge desk in the lobby of her hotel if staying on site to see if they can provide some pixie dust.

I am glad I called a few weeks ago to confirm our August ADRs because 2 were showing cancelled. I was able to determine that they were cancelled when we were at the BWV at Easter. I was looking or last minute ADRs (I know - wishful thinking!) at the concierge whicih is when the CM must have accidentally cancelled the ADRs. I wish them luck as I woud be really bummed. By the way, I think they do require a deposit for Fantasmic package.

 

[AmberLuvsWDW]

The dinner package needs to be held on a credit card, but I don't think they charge it unless you are a no show. I'm not sure if there's anyway they can track it through that. Good luck!

 

[BCV23]

If it were me, I'd go to the lobby concierge and ask for help. They will print out her reservations for her and could help her search. She should be sure to check through her resort reservation number and/or telephone number. Our last name is frequently spelled incorrectly but they can locate reservations that way.

If she's not staying at a WDW resort, Guest Services at the parks can probably help too.

But since it is on a credit card, I'd be proactive on this one. If she is down for the wrong night, etc..

 

[Mickey & Minnie Mom]

If she really wants/needs to keep this ADR, she is going to have to spend some time with the CMs at the podium (or perhaps her resort concierge).

Our ADR problem was at CRT. I went to check in & they told me I did not have an ADR. They did serches under our name, our phone that it was booked under & I even gave them the ADR #. The problem with that was that they couldn't "read" by handwriting I guess & kept putting in the wrong # (like they thought my 0 was a 6 or something). Even once they got it right, it had it tied to someone else's name.

I think they also can look up my credit card if they have to since it is one of those that require the deposit in case of no-shows.

Finally, they found the information. But it was for a different time than I had scheduled. I KNOW I had the correct information as I had called right at 7 am on the day that I could make an ADR & had that information confirmed to me.

Somewhere someone made a mistake & it looks like they did their best to fix it, but is wasn't put back together right.

So while it took some time, it did work out. Understandably, I had to keep at that one as my DD was really looking forward to her breakfast in the castle. Not to mention I didn't want to be charged $70 for 7 people as no-shows!

Sorry this has happened to her. Wish her luck.

 

[MickeyNicki]

This kinda happened to us in Feb. We had ressies at Yachtsman but DH did not want steak again...the line for conceirge was huge so I just dialed the 800 number and tried to make my reservationst that way. Well the nutcase that was on the phone said that Cape May had a 5:30 avaialble that same evening so we took it..when he confirmed he said March 10th and I said no, Feb 10th..tonight...he said oh yes that is right Feb 10th. So I wanted to move my Le Cellier lunch back one hour the next day and he said ok March 11th and I said NO FEB 11th! He said oh yea thats right.

So guess what, we show up at Cape May and they do not have us down...the confirmation number is for MARCH 10th! That idiot screwed it up after all! So the hostess said dont worry, we just opened and I can squeeze you in. Thank goodness for her!

So I called the 800 number back and guess what, the moron changed my Le Cellier lunch to MARCH 11th! Luckily the CM was able to get me into Le Cellier for around the same time that I originally had (lunch reservation).

I think WDW tries to make it right but they may not always be successful

 

[Luv4Disney]

After we make our ADR's I type up a list of all the restaurants, days, times and confirmation numbers. I have a copy for the hotel and a copy to carry around the parks with us. Once Le Cellier couldn't find our ressie but remarkably enough they squeezed us in anyway. We later found out it was because they spelled our last name wrong.

 

[Stinkerbell317]

Thanks for all the advice. Unfortunately they are not staying on property, otherwise it might be easier to fix. I will call her today and tell her concensus here is to keep trying, look under different days, different name spellings, etc.

 

[Luv2Roam]

I have been at podiums while other guests are complaining about lost ADRs. (Luckily I have not heard it often. But I have heard it, and it is not that unusual.)
There have been times they have found it under a different day, name spelling, or not at all. Searching by phone number seems to sometimes help.
Although I think they hear the 'ol Disney lost my ADR story a lot, so have a tendency to discount it. (Just my gut feeling.)
I have seen people turned away when there is absolutely no ADR to be found for their group.
Lesson is -- keep your ADR numbers!
One guest was able to provide it and they allowed the group in.

 

[ktbugsmom]

Definitely check the spellings. I booked the Luau for my sister last August. The reservation was under my name. At check in - we got a confirmation phone call in our room reminding us we had to pick up our tickets (or what ever they were for the show).

My sister went to the concierge at the Contemporary (where we were staying) the day of the reservation and "No reservation." They were not helpful with her. So - I went and gave them my name, handed my driver's license, room check in information etc. "No reservation". Huh? So - I went to the room, got the confirmation number. They had my named spelled wrong in the computer - so it wasn't coming up. Argh... frustrating - but the ADR was there.

 

[Stinkerbell317]

Thanks again for all the great advice! Turns out a lot of you were right. They had it on the wrong day. Not only that but they had it under the wrong phone number as well. But in the end they managed to find it. I hope she has learned her lesson and will at least write down the confirmation #s from now on. She's had a lot of glitches on her trip, this being only one. She also lost her stroller at MK (I am convinced the "stroller police" just moved it), her husband bought the wrong kind of tickets (wanted parkhopper but bought regular), and then there was the missing ressie. She appears to be slightly cursed.

 

[Inkmahm]

I am another one who writes down all of the information for ADRs and puts it into a spreadsheet that goes with us to the parks as well as a copy back in the villa at Disney. I have never really had a problem with missing ADRs, I guess I"m lucky my last name is all of 4 letters long. Not too hard to spell!

 

[I'mNoPrince]

I am another one who writes down all of the information for ADRs and puts it into a spreadsheet that goes with us to the parks as well as a copy back in the villa at Disney. I have never really had a problem with missing ADRs, I guess I"m lucky my last name is all of 4 letters long. Not too hard to spell!

We do this as well but I also keep it in My Calender of my Cell Phone and it gives me a hour reminder just incase we are to into the day at hand. We only had one issue and when it was brought up by the Ressie number it was just under the wrong name ( Bartin instead of Martin).

 

[Stinkerbell317]

Yes, I too write down everything adn always have it on hand in my handy-dandy notebook. My sis is much less organized. I tried to help her as best I could, but she's on her own while she's there. I could not travel like she and her family do. I mean, they didn't even get to the park today until 11! That alone would drive me over the edge!

 

[Luv4Disney]

Yes, I too write down everything adn always have it on hand in my handy-dandy notebook. My sis is much less organized. I tried to help her as best I could, but she's on her own while she's there. I could not travel like she and her family do. I mean, they didn't even get to the park today until 11! That alone would drive me over the edge!

I couldn't go like that either. You could have half the park done by 11!

 

[crisi]

I believe Disney has a random name generator they use rather than using your name. One trip, Disney dining had taken the seven letter last name I had given to them and turned it into a nine letter last name that only had TWO letters in common. Since no Dining operator could have screwed it up that badly it must have been the random name generator.

Keep your confirmation numbers and know what phone number you booked under.

 

[BCV23]

I'm glad the reservation was located. Hopefully the incorrect day is in the future and they can go. I also hope the rest of their trip is magical!

I always have a record of my reservation numbers as well. But there can still be problems. We checked into Kona for breakfast one day and they couldn't find our reservation. I gave them the number and they seated us anyway. During breakfast the manager came over and told me they had located it...under 7:30 pm instead of am!

That one was the fault of the CM I'm sure because I also had lunch and dinner reservations for the same day and make mine all at the same time and in order if at all possible. But sometimes when the name is mispelled which happens every so often these days, I fear it might be my ennuciation rather than the fault of the CM. But with the phone number (or resort reservation number), they can pull it up.

Of course, if even the phone number is wrong!!!

Thanks for the update.

 

[TheRustyScupper]

To answer your questions . . .


1) Is that a prepaid reservation?
No.
If it were, there would be a paper trail.
This, by itself would prove the ADR.

2) Has anyone ever had this happen? And if so did you get it fixed, and how?
Happens all the time.
Sometimes a CM's fault, most of the time it is the guest's fault.
The resolution is trying to get the podium CM to fit you in.


NOTE: If the was no credit card or pre-payment, there is no recourse. If it was prepaid, then she could get a credit/refund, but that is it.