Balance due after paid in full

[CaptainAmerica]

Not sure this is normal, but hopefully someone can tell me that it is and save me a long hold time on the phone.

My cruise was paid in full at the time of booking, roughly two months ago. Today is my 30 day check-in date. I had reserved a tube rental for Castaway Cay a few weeks ago, which I expected to just be on my onboard account, but now it has been applied to my cruise balance and it's saying I'm no longer paid in full. I have a balance due of $32 for one stateroom and $16 for my second stateroom. When I click on "view price summary," it doesn't say anything about having booked port adventures (which is where the tube rentals fall), it just looks like my fare was $16 more expensive that what I had actually booked.

Should I just pay the $32 and $16 now and trust that I won't be charged for it a second time, or do I need to call and work through it?

Oh and I should add... I was able to successfully complete online check-in for the $32 room because it showed as paid in full this morning. The $32 on Room 1 and the $16 on Room 2 didn't show up until after I completed online check-in on Room 1.

 

[ekms]

I had the same exact thing happen this morning. Checked in successfully, but then my account showed a balance for my excursions/Palo dinner. Hoping that the site glitches get fixed on their own soon!

 

[CaptainAmerica]

I had the same exact thing happen this morning. Checked in successfully, but then my account showed a balance for my excursions/Palo dinner. Hoping that the site glitches get fixed on their own soon!

Welp.



When I called (after listening to the covid warning and all the rest), I didn't even get placed on hold. I just got a busy signal and it hung up.

 

[JWelch62]

Scott at dcl blog had a twitter post about this the other day. Apparently the update caused some excursions and activities to be charged resulting in a balance due...

https://twitter.com/x/status/1502267960664236037

 

[CaptainAmerica]

"Your estimated wait time is 647 minutes."

 

[DisneyJenn23]

I spoke with Disney as this happened to me as well. They said not to worry about it and that it should be fixed. They are not sure how long that will take.

 

[MomOTwins]

I am on hold as well. If they don't want us to wait on hold, maybe send an email letting us know they are fixing it? They can't expect us not to call when the website says "To ensure that your reservation is not canceled, please pay your stateroom in full by March 2nd."

 

[CamColt]

"Your estimated wait time is 647 minutes."

My 3 hours last week is looking pretty good!

My DS checked in at midnight and he said it was taking a while to go through then when he refreshed it gave him a balance of 45.00. He said he paid it just so he could get through the check in and get an early arrival time. He has to call Monday for something anyway so he will ask about it then.

 

[MomOTwins]

My 3 hours last week is looking pretty good!

My DS checked in at midnight and he said it was taking a while to go through then when he refreshed it gave him a balance of 45.00. He said he paid it just so he could get through the check in and get an early arrival time. He has to call Monday for something anyway so he will ask about it then.

Wish mine was just $45... mine's $990!

 

[lklgoodman]

Welp.

View attachment 653703

When I called (after listening to the covid warning and all the rest), I didn't even get placed on hold. I just got a busy signal and it hung up.

I've been calling all week and haven't been able to talk to anyone. Yesterday I was on hold for over an hour, got the busy signal, and then it hung up on me. The day before I was told my wait time would be 20 mins. I was on hold for over two hours and then got a recording saying my wait time would be another 2 hours. I had to hang up because I had to get to work. Something wacky is going on with their system. I hope they get it fixed asap. I have also sent 2 emails 4 days ago and haven't got a response from either.

 

[JWelch62]

Just spoke with my TA. I also show a balance due. I'm at 54 days out, so they have a few weeks to fix it before I check in. I won't lose any sleep over this. I expect it will be resolved "soon".

 

[kmedina]

Not sure this is normal, but hopefully someone can tell me that it is and save me a long hold time on the phone.

My cruise was paid in full at the time of booking, roughly two months ago. Today is my 30 day check-in date. I had reserved a tube rental for Castaway Cay a few weeks ago, which I expected to just be on my onboard account, but now it has been applied to my cruise balance and it's saying I'm no longer paid in full. I have a balance due of $32 for one stateroom and $16 for my second stateroom. When I click on "view price summary," it doesn't say anything about having booked port adventures (which is where the tube rentals fall), it just looks like my fare was $16 more expensive that what I had actually booked.

Should I just pay the $32 and $16 now and trust that I won't be charged for it a second time, or do I need to call and work through it?

Oh and I should add... I was able to successfully complete online check-in for the $32 room because it showed as paid in full this morning. The $32 on Room 1 and the $16 on Room 2 didn't show up until after I completed online check-in on Room 1.

They have so many tubes that even with full capacity there is no need to rent them in advance. I'd remove the tube rentals from my reservation and just get them when you get to the island.

 

[mousefan73]

Weeks ago I had a balance of .02. I called and got through within 20 minutes fixed it prepaid gratuities and actually put money already on my onboard account. Then I noticed last week it showed back up and when I tried calling back it was like a three hour wait. I said screw it so I went ahead and paid those two cents on my credit card. Surprise that even went through with that little

 

[tvguy]

There is also talk that cruise lines will be adding fuel surcharges, which apparently is allowed in the cruise contract. So PIF isn't always PIF.

 

[MomOTwins]

There is also talk that cruise lines will be adding fuel surcharges, which apparently is allowed in the cruise contract. So PIF isn't always PIF.

But clearly not what is going on here since some people on the same cruise as me have new unpaid balances under $50 and others have over $1,000.

 

[CaptainAmerica]

Update: I tried to cancel the offending shore activities to see if that would clear my balance due so I could do online check-in, after which I would re-book the activities. But I was unable to cancel them in the first place.

 

[CaptainAmerica]

Weeks ago I had a balance of .02. I called and got through within 20 minutes fixed it prepaid gratuities and actually put money already on my onboard account. Then I noticed last week it showed back up and when I tried calling back it was like a three hour wait. I said screw it so I went ahead and paid those two cents on my credit card. Surprise that even went through with that little

This appears to not be an option here. I figured I'd just pay the $16 so I can at least start online check-in, because what do I care if I pay for my Castaway Cay tube rental now? But I can't even make the payment. It just sends me in an infinite loop back to the "My Reservations" screen.

 

[mousefan73]

This appears to not be an option here. I figured I'd just pay the $16 so I can at least start online check-in, because what do I care if I pay for my Castaway Cay tube rental now? But I can't even make the payment. It just sends me in an infinite loop back to the "My Reservations" screen.

This appears to not be an option here. I figured I'd just pay the $16 so I can at least start online check-in, because what do I care if I pay for my Castaway Cay tube rental now? But I can't even make the payment. It just sends me in an infinite loop back to the "My Reservations" screen.

I just checked my balance to make sure nothing wierd happened again. it shows PIF.. Believe as international I was shocked my payment went through.. Only wierd thing. I prepaid 1000 for onboard. and it's not showing up on my pricing summary. Only the prepaid..

does anyone know if it's normal that prepaid onboard paid doesnt show up on my summary? Now I need to filter through all my emails to check confirmation.

 

[MickeySwirl]

The update has also impacted the ability to make payments, at least through Costco Travel. They now have a warning on their website that they can't book or process any payments for a Disney Cruise due to technical issues.

I really wish the DCL IT would up their game. It doesn't seem like it should be that difficult to have a website that functions!

 

[MomOTwins]

I finally got through after over five hours on hold (called the moment the phone lines opened this morning). They said they have a workaround that usually works for most people that they've been applying one by one as people call in, but annoyingly the workaround didn't work for mine for some reason. No ETA on when they'd be able to fix it for me. They've escalated to the IT team. I guess I'm just out of luck for a while