Beware of Undercover Tourist

[edweg]

I have made my resort reservation via Undercover Tourist. Although the reservation shows up on My Disney Experience, I cannot make room requests on the site. I have been told that Undercover Tourist would need to make the request since they technically booked the room. I have reached out to Undercover Tourist at least five times to make the request. All of my contact requests have been ignored. Customer service is lacking and I am frustrated. I thought Undercover was a reputable sight. Apparently I was wrong. I should have booked directly through Disney. Consumers beware of Undercover Tourist lack of customer Service.

 

[gottalovepluto]

Cancel it and book direct through Disney. An unresponsive TA is a danger to your trip since they own your reservation and have almost full control of it. I say almost because I do believe you can cancel it without UT's assistance.

 

[nostalgic4disney]

I had a similar experience with Small World agency. I could not get a response from the agent I was assigned. I canceled with them and booked directly with Disney. I had one agent with a different company that responded in a timely manner and did. Great job. So there are good agents out there

 

[ajrwdwgirl]

I had a package booked with Undercover Tourist for my Easter trip and when I did the room check-in on the app there were a couple room request options. Not a ton of options though, although there haven't been a lot of in app options for quite some time now.

 

[fla4fun]

I have made my resort reservation via Undercover Tourist. Although the reservation shows up on My Disney Experience, I cannot make room requests on the site. I have been told that Undercover Tourist would need to make the request since they technically booked the room. I have reached out to Undercover Tourist at least five times to make the request. All of my contact requests have been ignored. Customer service is lacking and I am frustrated. I thought Undercover was a reputable sight. Apparently I was wrong. I should have booked directly through Disney. Consumers beware of Undercover Tourist lack of customer Service.

This is the way it works when you use any kind of travel agent. The agent owns the reservation until you check in and any changes have to go through them. This can be good or bad.

As you have found, little changes that you probably didn’t even think about have to go through the agency, and that wait time can be frustrating. Imagine a discount code is released and although the agency says they will monitor those for you, they are so busy on the phone with Disney that all you get is crickets. You may be watching the inventory slowly disappearing online without knowing whether you got it or not.

On the other side of the coin, when Covid hit and the closures at Disney were causing chaos, people who went through an agent had someone else sitting on the phone lines waiting to cancel or reschedule. They have the ability to focus on your trip so you can focus your attention elsewhere.

I have only used an agent a couple of times, when my mom was dealing with cancer and I needed to make her the priority. I was one of those people watching the discounted rooms disappear in real time, not knowing if I was getting that discount (I did). I found that I prefer to be in charge of my own reservation if at all possible, so I haven’t used an agent since. My experience was not with Undercover Tourist, so it is not just their agents who have some communication issues.

You have a couple of options. If the room rates are still similar, and you aren’t too close to your trip, you can book direct with Disney and cancel the UT reservation. If you are within the penalty period for cancelling, you can go to the front desk upon arrival (whether you did online check in or not) and discuss the room requests to get the room that best meets your needs from the available inventory. Room requests are just requests, not guarantees, so even if you change your booking to go direct with Disney you may not get the room you desire.

I hope you get a room you like and have a great trip!

 

[eandt]

I have made my resort reservation via Undercover Tourist. Although the reservation shows up on My Disney Experience, I cannot make room requests on the site. I have been told that Undercover Tourist would need to make the request since they technically booked the room. I have reached out to Undercover Tourist at least five times to make the request. All of my contact requests have been ignored. Customer service is lacking and I am frustrated. I thought Undercover was a reputable sight. Apparently I was wrong. I should have booked directly through Disney. Consumers beware of Undercover Tourist lack of customer Service.

Have used UT numerous times and they have always been super accommodating