Be Careful-Lost $100 due to cancelled June Reservation

[cdavishb]

To help some others-- I made a reservation through the Walt Disney Travel Company in September 2007 instead of through the DLH directly. I was never advised of any penalty. I called today to cancel our JUNE 18 2008 reservation and was told there is a $100 penalty! Sure enough, its in the fine print on the reservation sent. Any advice on how or where to complain would be greatly appreciated. All the reservation agent would say was "sorry". By the way, the reason for the cancelation, was that we decided to book a week vacation at WDW for our 25th wedding anniversary. I even advised the agent of our Polynesian reservation. It made no difference. At least at WDW you get your deposit back up to 5 days out.

NOT VERY GOOD CUSTOMER SERVICE AT DISNEYLAND!

 

[bumbershoot]

Well...as much as I'm sad for you that you lost out on the $100, I'm having a hard time understanding why you didn't see it in your confirmations. I booked through Costco, which books through WDTC, and on Costco's Disney website and through AAA's Disney website, it's all really clear as you're going through the process.

They even have little charts...cancel before x date, lose this $, cancel after y date, lose this $, change the res, lose $25..and so on.

But I also know that when it comes to spending money, I'm a stickler for reading everything, even the back of the confirmations I was sent (email and mail).

And you know, WDW vs DLR with reservations...it balances out. I've read that with WDW room-only reservations, you have to pay a deposit. With DLR hotels you don't. One way works for some, the other works for others.

Sorry you didn't know about it and that you're out the $100, but I can't suggest anywhere to complain, b/c it's all there as you reserve and in confirmations.

 

[trodrigue]

Well, while I am not ready to bash DL over this one, I will certainly offer you a "big bummer!" That is probably something I would have done too!

 

[blackjackdelta]

I will agree with the "Big Bummer", but it very clearly states the terms. One reason we book directly..

Have a great time at WDW, we will be doing our 25th sitting by the pool in the back.

Jack

 

[Vala]

I will agree with the "Big Bummer", but it very clearly states the terms. One reason we book directly..

Did you book by phone or online?
If you called, the CM you spoke to really screwed up.

I booked out trip for November a couple of weeks ago and still remembered the cancellation policy because I had booked last year's trip only a couple of month before (October 07 for November).

I mentioned this to the CM I booked with and told her if she wanted she could skip the whole bit about cancellation policy. She said she had to tell me again, it was policy and she could get written up if the call was recorded and she was caught not doing it.

 

[zukeeper]

I am going with Vala on this. I do travel part time and every time I've booked a package for someone I have to check the "I've explained the terms and conditions to customer" box. The ressie should have the cast member who helped on file. I would follow up with a supervisor explaining that the canc policy was not stated.

 

[keishashadow]

i'm with the OP

Have priced out pkgs for trip this year thru DL direct, never did any of the CMs mention anything about a cancellation policy

The WDTC/WDW pkgs I've booked only had a penalty kick in within a month or so of the arrival date. Believe that just "room only" are cancelable closer (5 days)

Don't think it's unreasonable for a seasoned WDW guest to assume DL follows the same guidelines since they are under the Disney umbrella.

 

[madfelice]

If it wasn't explained at the time of purchase, complain. If it was in the "fine print" of something you booked online or on something you had to sign and return, you don't have a leg to stand on but if the operator over the phone had to tell you before you agreed then by all means complain.

 

[MommytoaSweetie]

That stinks! It's probably why they were so adament to ensure us that when we DECLINED our trip insurance, it would mean we would have a penalty if we tried to cancel it. I think it's worse if you had cancelled
too soon to the reservation... I think it's $200 a month before and 50% a few days before. I'm not sure if it would help at all, but I'm pretty sure the
penalty was much less if the reservation is changed and not fully cancelled (although I'm not sure of their definition of change and how much change could take place) - maybe you could reschedule the trip? Sorry you got a bum deal!

If it makes you feel any better, my parents lost a few THOUSAND a few years ago when trying to make Hawaii plans for our family (and my sick brother)... we had to reschedule a few times due to chemo treatments, and
eventually cancel because he was just too sick (and died shortly after), but there were some MAJOR penalties for all of that which were not disclosed
ahead of time. That was with AAA, and we had some sort of vacation insurance. (and we probably would have fought it more, had it not been such a hard time for our family otherwise) Anyway, I guess what I'm saying is that it could be much WORSE than $100. I'm still sorry though; any amount of money lost really stinks!

 

[Kimberlina]

I actually looked very carefully when we booked, and I couldn't find ANYTHING about cancellations. I still can't. I just looked back through both email confirmations they sent, and there is nothing in them at all about cancellations or a fee. So I don't think it is something they like people to know- I can't find it ANYWHERE in my info, and I booked online.

 

[samkj]

Just FYI, WDW cancellation without a penalty is 45 days prior to your trip, which is also when full payment is due.

Disneyland enforces the penalty from the day your deposit is made, but full payment isn't due until 30 days prior to your trip.

 

[Kimberlina]

Aaah, finally found it- the ONLY place I could find it at all was to go back through the reservation process- there was a special link to Terms and Conditions. It is nowhere else that I could find in MY paperwork. It gets even more expensive the cloer you get to the reservation date.

 

[blackjackdelta]

I actually looked very carefully when we booked, and I couldn't find ANYTHING about cancellations. I still can't. I just looked back through both email confirmations they sent, and there is nothing in them at all about cancellations or a fee. So I don't think it is something they like people to know- I can't find it ANYWHERE in my info, and I booked online.

Who did you book through? I pulled the old ressie stuff last night, just to make sure mind was failing me and the original information stated there was a cancellation fee.

Jack

 

[mindylovesmickey]

As crappy as that is, it's stated very clearly in their terms and conditions, if you booked online. When I was looking at booking my package, I definitely clicked on terms and conditions before entering any payments. And if you booked over the phone, the cast member should definitely have gone over the cancellation policy (even when booking directly with the hotel they do this, so if they didn't it's definitely worth getting them in trouble) plus, you would have received reservation information by mail and it is also stated very clearly in the paperwork. Terms and conditions are always in fine print no matter what you are purchasing, they are rarely stated in big bold letters. As a consumer it is your responsibility to do the research and reading to know where you stand in case something goes wrong. Sometimes we just get to complacent. I know I do on occassion, usually that's when something comes back to bite me, though.

Sorry for the loss of your $100, I honestly don't think you have much recourse at this point.

 

[jessica52877]

Sorry, definately a bummer! I am not fond of not booking directly (not familiar with DL though, we always do WDW).

 

[samkj]

Aaah, finally found it- the ONLY place I could find it at all was to go back through the reservation process- there was a special link to Terms and Conditions. It is nowhere else that I could find in MY paperwork. It gets even more expensive the cloer you get to the reservation date.

Did you check the back side of your documents? Disney often lists the terms and conditions there.

 

[audrabolster]

that really is a bummer! But I'll have to agree with everyone else- when I book a vacation I read the terms or get travel insurance- you never know what could happen!

 

[Laurabearz]

They have you between a rock and a hard place... You have no choice but to agree to them charging you 100 bucks if you cancel... well I suppose you do have a choice, and that is not to book or not to cancel.

I am not sure how they justify $100 bucks for a cancelation, esp when its so far out. What is involved in canceling a trip 4 months out that would cost DLR that much...

Seems excessive to me.

Short notice cancelations I could see charging a fee, but more than 2 months out... they should cut us a break.

Makes me even more happy that GCV are happening, because DVC cancelation rules are much better than DLR's.

 

[Vala]

I am not sure how they justify $100 bucks for a cancelation, esp when its so far out. What is involved in canceling a trip 4 months out that would cost DLR that much...

Seems excessive to me.

If I remember correctly the cancellation fee is $ 25 per person that far in advance.

Maybe I'm used to much worse fees from Europe, but that doesn't seem that bad.

 

[Kimberlina]

Did you check the back side of your documents? Disney often lists the terms and conditions there.

Documents? What documents? They won't mail them out until 3 weeks before our arrival, which is a bit nerve-wracking for me since we are flying out of here a week before we ever go to Disneyland....