Beware of website of Grand Legacy at the Park

[kjetjl]

We are usual Disney World guests but were able to venture to Disneyland for the first time back in Oct. of 2014. We stayed at Desert Inn and Suites then and had a good stay.

We were heading back to Southern California in Nov. 2016 to visit our son. We made reservations at Grand Legacy at the Park for a quick trip to Disneyland. Plans changed so I cancelled our reservation online over a month before the date. I didn't write the cancellation number down because it stated I would receive an email. I didn't receive an email so I went back to the website, put in my confirmation number (like I did to bring up the reservation to cancel it) and I got a message something like can't find reservation or reservation doesn't exist. So I had assumed it was cancelled. Nope. Got charged a no show fee. I called and explained and was told a manager would call me back. No call. So several days later, I called again. No return call. I called a third time. I did receive a call back but they said they could not refund the money because I didn't call to cancel. ?? Oh well. Don't trust the website and the customer service left much to be desired.
(Note: I have never had any problems with any other hotels cancelling over their websites)

 

[Nonsuch]

You might want to dispute the charge with your credit card company.

 

[GatorChris]

When it comes to vacation spending, I save EVERYTHING. But it sounds like this was a big goof up on their part. They might want to fix that before the review gets to the travel sites....if it already hasn't.

 

[gottalovepluto]

I'd look at filing a dispute with your credit card company as well!

 

[bumbershoot]

Much as dislike tripadvisor this would be a perfect place to put a review.

And since you've tried to work it out with the hotel, the cc chargeback is also appropriate.

 

[cruisehopeful]

I agree with the others. Dispute the charge with your credit card company and post your experience on hotel review websites like tripadvisor, yelp, etc.

 

[kjetjl]

I had written a review on tripadvisor, their facebook page and on here. I got a phone message yesterday from the general manager that he was looking into the matter and would call me back today. He just called and he said they would be issuing me refund. Should show up on my card in a couple days. Very good news!

I had first called on Nov. 23 and the 3rd call was a few days before I posted on here, so I was surprised that the manager called yesterday. But happy with the final outcome.

 

[bumbershoot]

TA and FB get peoples' attention, that's for sure. I'm happy for you.

 

[egritz]

Similar instance happened to me. I cancelled a couple weeks before my reservation in August and never received the cancellation confirmation. Called back the week before our cancelled trip and was able to confirm it DID get cancelled originally and I was able to get them to resend the cancellation confirmation.