Arrrrgh Disney

[angel659]

Hi

I booked a room with DU a few months back. I accidentally put Callum was 2 and not three. We managed to get a room at ASMo. It wasn’t until a few weeks ago that I thought it was strange that we were all able to fit into a ASMo room. I thought I would check this out with DU. My agent Beth who has been good said the children ages 7,2,3.

I immediately emailed Beth and said that the children ages are wrong. I gave Beth the ages again and said can you change the hotel to PORR. However, Beth did this straight away and she emailed me the new reservation, because I was on nights I did not get this straight away. There was an additional deposit to be paid within 24 hours I immediately went to the booking through DU, but it said it had been cancelled.

I emailed Beth asking what had happened. She came back to me and said, because I did not pay the additional deposit. Disney had cancelled the original booking and will not transfer the deposit onto the new booking. We have to wait until 11 June for the money to be refunded.

It’s now the 19th June and last night I sent another email back to Beth stating that the money still has not come through and I will not pay a new deposit until my original deposit is refunded. Which both Bruce and I feel is understandable. Last night I receive an email back from Beth and it said that Disney would not be refunding the money back onto my card until 25 June without any explanation to Beth.

I am quite annoyed about this. Yes, it was my fault that I did not pay the deposit within 24 hours, but working nights and running a home life, I simply had no time to check my mail. Also surely the time difference would have been on my side. Bruce is upset and wants a goodwill gesture of an upgrade. I doubt very much they will do that and I certainly will not be asking Beth to arrange that.

All I can do is wait until the refund comes back. Sorry to moan, but just needed to vent. See if anyone has had the same problem.

Thanks for reading. Sorry its all rambled, but I have to pick my dd in up 5 mins


XXXX

 

[Frances999]

I've always been lucky with Dreams Unlimited, but the one thing that does annoy me a little is the lack of phone support, it can be a pain to have to do everything via e-mail, especially when you are so busy.

I hope you get your deposit back soon, along with an explanation. Was this a room only reservation or a package? If it was room only I really don't understand what the issue is.....you should get all of your money back immediately.

 

[angel659]

Hiya

Its room only. Apparently it does not get refunded straight away if it was automatically cancelled.

 

[wilma-bride]

I am surprised they needed the additional deposit straight away - normally they give you 72 hours to pay the deposit before the booking would be cancelled. I am assuming, because it was essentially a more expensive reservation, they just amended it and because it appeared that you hadn't paid the full deposit,t hat is why it got cancelled.

If you paid the deposit originally, I am assuming you had a disney confirmation number as well as your DU ressie number. In which case I would call Disney direct and ask them what the hold up is. Although you have booked with DU, if you wanted to make your new booking with Disney direct instead of going through DU, maybe they would be able to just apply the deposit to the new booking and you pay the difference Either that or couldn't DU make the new booking, apply the deposit you already paid to the new booking and do it that way. It's worth a try to get it sorted once and for all.

 

[angel659]

I am surprised they needed the additional deposit straight away - normally they give you 72 hours to pay the deposit before the booking would be cancelled. I am assuming, because it was essentially a more expensive reservation, they just amended it and because it appeared that you hadn't paid the full deposit,t hat is why it got cancelled.

If you paid the deposit originally, I am assuming you had a disney confirmation number as well as your DU ressie number. In which case I would call Disney direct and ask them what the hold up is. Although you have booked with DU, if you wanted to make your new booking with Disney direct instead of going through DU, maybe they would be able to just apply the deposit to the new booking and you pay the difference Either that or couldn't DU make the new booking, apply the deposit you already paid to the new booking and do it that way. It's worth a try to get it sorted once and for all.

I have asked about this. This is my reply. Apparently Disney wont apply my original deposit to the new booking.

Hi Michelle,

I understand your annoyance, I am completed frustrated and angry with the
Disney reservation center myself.

Every time I call on this I get a different answer and a runaround from
several different CM's. Not one of them can give me any real reason for
this not being refunded, and yet, they will not let me apply the payment to
the new reservation.

Today, they are telling me that since the reservation auto-cancelled, they
hold onto the money for two weeks before releasing it. Again, no
explanation as to why this can even begin to make sense, especially since we
only want to put the money back on a new reservation.

They are also telling me now, that the payment is not scheduled to be
released until June 25th, which is now well beyond two weeks, but again, no
explanation, even from the accounting department. And no answer as to why
they originally told me June 11th (twice, no less!)

I have rebooked the reservation at the Port Orleans Riverside and it will
hold until July 3rd. The money should certainly be refunded by then, and we
can get the deposit applied.

For now, all we can do is be patient, and hope that Disney gets their act
together. I'm terribly sorry for any inconvenience.

Beth Czada
Dreams Unlimited Travel
Specializing in Walt Disney World® Travel

 

[wilma-bride]

Michelle, I can totally understand your frustration. It does sound, from the Email, as though Beth is doing her best to try and get this sorted and at least you have got your reservation at POR on hold. While it isn't much consolation, it sounds as though it is Disney who is messing you about and not DU. Hope your refund comes through soon and it all gets sorted.

 

[jen_uk]

Hope you get it sorted soon.

 

[Minniespal]

Talk about getting the run around ~ Hope you get it sorted out quickly.

 

[angel659]

Its all sorted now

Poor Beth. I wrote another email saying that I wanted this sorted out sooner rather than later. She phoned Disney again. This time she had a better CM who went out his way to make sure the money was transfered.

 

[Cyrano]

Well done to the Dreams agent for sorting out Disney's mess. Great news Michelle

 

[AlanUK]

A great result in the end

Well done Beth and DU

 

[natalielongstaff]

glad its all sorted

 

[jowan]

Thats great news, bet you are soooo glad to get it sorted.