Complaint number for Disney Diningcom

[dnw25]

Does anyone have a number. I don't want to call the general number and file a compliant. I am also looking for an address or email address.

Sorry I don't know how to tag a post, but this was my experience this am:

My experience this am was so horrific that honestly, I almost canceled the trip. After having to figure out which days to visit which park to line up dining so it can be booked at 180 +10 and then not being able to do so....Ridiculous. Especially for what anyone staying on property pays. Even with our airfare booked, almost canceled. Does anyone have the address/phone to get through for complaints? Not just a general complaint number.

Was up at 4:45, logged in ready to go exactly at 5:00 (6 est) For 36 min I tried everything - different browsers, logged in and out, searched from the restaurant page, searched from the park dining pages. Absolutely no luck. It would routinely time the available options, but when I clicked would just take me back to beginning.

Around the 44 min mark, I saw availability begin to change with times disappearing or no longer availability. This is when I almost canceled the trip.

I kept trying and still no luck. Woke up the hubby at 5:54. Told him to get on the phone at 6:00, which he did. He also got on his computer. Now 6:00 am, I was lucky enough to get through immediately on the phone (hubby called a min or two later and was told he had a 30 min wait). Explained the problem online to the agent, who said was unaware of any problems online this am. He then proceeded to get me almost all my hard to get reservations. Wonderful, right?

I was DISCONNECTED by DISNEY. I was talking to the agent for over 30 min, I was about to give him my credit card number, and all of a sudden the "Tell us how we are doing" survey at the end of every Disney call was playing!!!! What in the world!!!!

Meanwhile, the website miraculous opened up/woke up at 6:00 am too. My hubby was booking ressies while I was on the phone with the agent (not the same ones, I promise). I jumped on and tried to book the same ones I had made with the agent.

Several minutes later, my husband's 6:02 phone call to Disney dining went through. Now it's around 6:35 and the agent couldn't really help me. My early BOG selections were all gone. Ohana gone. She tried to search for any of my old ressies since she said the system "holds" them for a few minutes before they are released again, even without a credit card hold, but couldn't find them. She was explaining how nothing could be done when guess what? DISCONNECTED by DISNEY a second time!!! The survey started playing again.

I finally made all my reservations online, finishing at 7:46. I did get every restaurant I want - numerous character breakfasts, brunch, numerous lunches and dinners, however, I did not get them on the day or time I had hoped for. Trip is not canceled but seriously!?!?!?!

Disney forces you to do all this detailed planning, only to not let you implement it. I cannot clearly express how frustrated I am by this experience. Disney left a very negative impression this am.

 

[Hopefully]

I am sorry for your frustration. The difficulties with Disneys web sites is frequently talked about here.
I think it would help if you changed the title of your post. You are asking about "compliant" not "complaint" They are very different and you may not get the repsonses you are seeking
If you are this unhappy with Disney you may not enjoy your trip. Give it a bit of time to see if you feel better. But if not, I would seriously consider whether this is the best trip for your family at this time

 

[minnie mum]

Welcome to the club. Our membership list is long and distinguished.

email wdw.guest.communications@disneyworld.com

or send a letter to:
Walt Disney World Guest Communications
Executive Offices
Post Office Box 10040
Lake Buena Vista, Florida 32830-0040

 

[Aggieamy5]

I completely feel your frustration and experienced something somewhat similar when we were trying to make reservations. I called an complained to several supervisors at dining which was a complete waste of time. They always said nothing could be done and dining is always this busy for everyone. I found the most helpful, empathetic CMs to be when I called the guest services line. At least they were logical human beings to speak with!

I ended up sending a formal complaint via email to the email address everyone on the phone always provided. Someone contacts you directly after that, but it was a complete waste of my time. The lady that called me about my complaint was probably the worst person in customer service I have ever dealt with. She first called my in-laws home number looking for me even though I provided my cell in the email and my cell is the number on my disney account. (I traveled with my in-laws over a year ago to Disney, but their phone number wasn't in my online account at all so it bothers me she somehow had their number and thought it was appropriatw to contact them.) I had to call guest services to track her down once my in-laws said she had called which is ridiculous! It only got worse from there. Later in the call, she tried to deny ever calling them and said she only called my cell. I also caught her in another lie pertaining to the dining situation. She refused to transfer me to another person, insisting she was the highest up in her department etc. She cared nothing about my complaint so I hung up after about 45 min and called guest services back. The said they would get someone else to call me and handle my complaint higher up than her but that was two days ago and I've heard nothing back.

Anyway, sorry for the long rant, but at this point I feel like I'm completely wasting my time trying to complain about anything. It's obvious Disney does not care about individual customers. I've noticed a marked difference in customer service from them now versus when we went last year. I had a very minor issue prior to traveling and a CM went above and beyond to help. She even sent me a $50 gift card which I did not expect! People on the phone were so much more helpful last time too. It's really sad. obviously, I too would love a phone number where a valid complaint would actually be taken seriously and handled maturely.

 

[Alesia]

Calling won't get you anywhere; it's a complete waste of time.

Send an email to wdw.guest.communications@disneyworld.com

 

[maxiesmom]

I agree I would e-mail them about your experience. But try and keep in mind that you are not being forced to book everything 180 days out. Many posters don't and still have great vacations.

I know it is hard to do but maybe step back and if all of this planning isn't fun for you, then stop doing it. Maybe a more laid back style of touring would be better for you and your family.

 

[Pfau]

I agree I would e-mail them about your experience. But try and keep in mind that you are not being forced to book everything 180 days out. Many posters don't and still have great vacations.

I know it is hard to do but maybe step back and if all of this planning isn't fun for you, then stop doing it. Maybe a more laid back style of touring would be better for you and your family.

Or perhaps hire a travel agent. I had absolutely NO frustrations as she made every reservation and FP+ for us.

 

[Aggieamy5]

Calling won't get you anywhere; it's a complete waste of time.

Send an email to wdw.guest.communications@disneyworld.com

This is the address I emailed. It got me nowhere so I'm hoping the person who started this thread's experience will be different. I just got a call from a CM who couldn't even call the correct number I left. She had no idea what was going on and it was obvious she didn't even read the email she was suppose to be contacting me about. I've always raved about the customer service I've received from Disney, but things have definitely changed...

 

[peg110]

While I understand and sympathize with the issues people have had with trying to schedule ADRs, I have to ask what your expectation is? Do you really understand what is happening with the Reservation system?

If controls weren't put into place to prevent over booking, then your complaint wouldn't be that you couldn't get your ADR, it would be that once you got to the ADR, that you had to wait 2 hours to get in because it was over booked.

SO the controls and rules they put in place are an attempt to minimize these problems, however other folks are exploiting the rules in other ways. How? They make reservations for times they don't really want hoping that later on a better slot will open up. When it does, they cancel the last one and make the new one. Perhaps the one they held was the one you wanted, so when they canceled theirs you can then get it (unless someone else beat you to it).

Then there are the folks who aren't sure if they are going to MK or AK so they make reservations at Crystal palace and Tusker house. They have up to 24 hours in advance to cancel, so they have 2 reservations at the same time that they cannot possibly be at. Only at the 24-48 hour mark do they decide to go to one over the other. Perhaps one of those reservations were the one you wanted.

With the vast number of people going to WDW, if you think about the logistics and scheduling involved, it's quite phenomenal that they do as well as they do.

I am not saying that WDW is not without some fault and that some CM's couldn't spare to do with a little sensitivity training, but you have understand that You or I are not their ONLY customer. It's also very likely that if we (as individuals) take our business elsewhere, that it won't even phase WDW and the bottom line, because as a whole WDW seems to make the majority of the people happy.

So before you draft the scathing letter to the WDW Executives telling them how terrible it is to use their system, have a bit of an understanding of what it does. It might even help to have a potential solution to the problem. Nothing worse then someone who complains about how broke something is, but when you ask for suggestions how to fix it you hear crickets.

Just for the record, I am sorry you did have a difficult time getting what you wanted and I hope your trip (assuming you are still going) ends up being magical despite the issues. Also for the record I do not work for WDW but I do work in "Corporate America" and I understand how these larger systems work and can get so large that they break themselves with rules/polices.

 

[elaine amj]

UGH - that would annoy me to no end as well. I feel your pain!

If it helps, a few years ago, my TA insisted on waiting until 180 days (instead of 180+10) to make my dining ressies. I was nervous and held my breath...but it worked and she got everything I wanted at the times I wanted. She said they release more reservations at 180 days and it is just easier. Mind you, this was back in 2012.

I would suggest trying again at 180 days to see if you can adjust to your preferred times.

I'm helping close friends plan their first Disney trip in about 2.5 months and hadn't realized BOG lunch switched to 180 days. So now I am trying constantly to get it. They are using a TA but I haven't passed it over to her because I am not sure she will be able to help with something like this.

 

[elaine amj]

While I understand and sympathize with the issues people have had with trying to schedule ADRs, I have to ask what your expectation is? Do you really understand what is happening with the Reservation system?

If controls weren't put into place to prevent over booking, then your complaint wouldn't be that you couldn't get your ADR, it would be that once you got to the ADR, that you had to wait 2 hours to get in because it was over booked.

SO the controls and rules they put in place are an attempt to minimize these problems, however other folks are exploiting the rules in other ways. How? They make reservations for times they don't really want hoping that later on a better slot will open up. When it does, they cancel the last one and make the new one. Perhaps the one they held was the one you wanted, so when they canceled theirs you can then get it (unless someone else beat you to it).

Then there are the folks who aren't sure if they are going to MK or AK so they make reservations at Crystal palace and Tusker house. They have up to 24 hours in advance to cancel, so they have 2 reservations at the same time that they cannot possibly be at. Only at the 24-48 hour mark do they decide to go to one over the other. Perhaps one of those reservations were the one you wanted.

With the vast number of people going to WDW, if you think about the logistics and scheduling involved, it's quite phenomenal that they do as well as they do.

I am not saying that WDW is not without some fault and that some CM's couldn't spare to do with a little sensitivity training, but you have understand that You or I are not their ONLY customer. It's also very likely that if we (as individuals) take our business elsewhere, that it won't even phase WDW and the bottom line, because as a whole WDW seems to make the majority of the people happy.

So before you draft the scathing letter to the WDW Executives telling them how terrible it is to use their system, have a bit of an understanding of what it does. It might even help to have a potential solution to the problem. Nothing worse then someone who complains about how broke something is, but when you ask for suggestions how to fix it you hear crickets.

Just for the record, I am sorry you did have a difficult time getting what you wanted and I hope your trip (assuming you are still going) ends up being magical despite the issues. Also for the record I do not work for WDW but I do work in "Corporate America" and I understand how these larger systems work and can get so large that they break themselves with rules/polices.

I get what you are saying. but it isn't the rules and policies she is complaining about. It's that the TECHNOLOGY DID NOT WORK! She did EVERYTHING she was "supposed to do" and the system failed her. WDW is definitely responsible for their pathetic IT and should get flooded with endless complaints about it.

Other giant companies manage to keep their complex IT systems running smoothly (Amazon, anyone?). It's an embarrassment to the Disney brand.

 

[mrsjoannh13]

This is an interesting post... I've seen so many people complain here on the forums about Disney's site posting pictures of dogs and cats dressed up as Disney IT workers. Funny as those are, it doesn't really help solve the problem. I wonder what would happen if everyone on the Dis boards who complained in these forums sent an email to the address posted above? I mean... how many of us just grumble about it and never bring it up to Disney?

 

[OrangeCountyCommuter]

While I understand and sympathize with the issues people have had with trying to schedule ADRs, I have to ask what your expectation is? Do you really understand what is happening with the Reservation system?

If controls weren't put into place to prevent over booking, then your complaint wouldn't be that you couldn't get your ADR, it would be that once you got to the ADR, that you had to wait 2 hours to get in because it was over booked.

SO the controls and rules they put in place are an attempt to minimize these problems, however other folks are exploiting the rules in other ways. How? They make reservations for times they don't really want hoping that later on a better slot will open up. When it does, they cancel the last one and make the new one. Perhaps the one they held was the one you wanted, so when they canceled theirs you can then get it (unless someone else beat you to it).

Then there are the folks who aren't sure if they are going to MK or AK so they make reservations at Crystal palace and Tusker house. They have up to 24 hours in advance to cancel, so they have 2 reservations at the same time that they cannot possibly be at. Only at the 24-48 hour mark do they decide to go to one over the other. Perhaps one of those reservations were the one you wanted.

With the vast number of people going to WDW, if you think about the logistics and scheduling involved, it's quite phenomenal that they do as well as they do.

I am not saying that WDW is not without some fault and that some CM's couldn't spare to do with a little sensitivity training, but you have understand that You or I are not their ONLY customer. It's also very likely that if we (as individuals) take our business elsewhere, that it won't even phase WDW and the bottom line, because as a whole WDW seems to make the majority of the people happy.

So before you draft the scathing letter to the WDW Executives telling them how terrible it is to use their system, have a bit of an understanding of what it does. It might even help to have a potential solution to the problem. Nothing worse then someone who complains about how broke something is, but when you ask for suggestions how to fix it you hear crickets.

Just for the record, I am sorry you did have a difficult time getting what you wanted and I hope your trip (assuming you are still going) ends up being magical despite the issues. Also for the record I do not work for WDW but I do work in "Corporate America" and I understand how these larger systems work and can get so large that they break themselves with rules/polices.

Once again "The guest is wrong for expecting to get what Disney advertises" LOL!

There is ABSOLUTELY NOTHING phenomenal about Disney's reservation system. It's an UNMITGATED disaster and if they can't support it then they need to change not punish the guests. If they can't handle the volume they need to increase capacity. If they can't deal with booking 180 days out then they should quit forcing the guests to jump through hoops!

I work in "corporate America" and I actually deal with irate people daily. But at least it's not because we advertised something we didn't deliver. Nor would I ever say "well look how complicated it is" LOL!

As for me I am voting with what actually counts for Disney $$$$$ I have not made an ADR in over a year. I don't eat at Disney restaurants any longer. Too much work for poor quality food. I rent a car and either go offsite or to the Swan/Dolphin!

 

[dnw25]

Hopefully - Oh my goodness. Combo of spell check and lack of sleep. Toddler woke me for the day at 4:30 so at least I was up in time and before the online reservations opened. Thanks for the heads up. I fixed it.

Aggieamy5 - I will post here if I get any more contact info

Minnie mum and alesia - Thank you for the contact information. I will forward my experience to them.

All = I realize calling and emailing will in all likelihood get me nowhere. However, in all of my various Disney reading, I have never heard of the glitch that happened with me and the phone line this am. The website = full of glitches.

We will have a great time. We have made numerous trips to WDW and always do have a wonderful time. This is the first time having real problems with the website/system. Always been able to get up early and make ressies online without problems. I realize I DO NOT have to make at 180 +10. No one is making me. However, if I want some of the restaurants, I DO have to make the reservations otherwise, I will miss out. We are lucky and live in an area with an overabundance of delicious restaurants. Food is a huge part of our vacation. I don't mind planning out where and when I want to eat ahead of time. However, I do think it is a reasonable expectation to be able to book reservations when Disney tells me I will be able to. IMO, a week vacation should not take just shy of three hours online and two phones almost an hour in total, to book meals. It seems a excessive to me. Again, just my opinion.

As for a travel agent, I feel there are too many variables when making time decisions. When I see dinner openings at 5:30 vs. 7:00, I want to be able to make the selection. It impacts whether or not you can make fantasmic or the Electric Light Parade for example.

 

[bumbershoot]

After having to figure out which days to visit which park to line up dining so it can be booked at 180 +10 and then not being able to do so....Ridiculous.

And it's been going on for nearly a year. Seems to have started with DVC and has migrated to most everyone.

This is the address I emailed. It got me nowhere so I'm hoping the person who started this thread's experience will be different.

It got you nowhere because there's nothing to be done. They are all at the mercy of the IT. They are not the IT people. They can't do anything about it.

While I understand and sympathize with the issues people have had with trying to schedule ADRs, I have to ask what your expectation is? Do you really understand what is happening with the Reservation system?

They weren't trying to get multiple reservations. They were trying to get reservations. It's the IT that is the problem. They want the ADR system to WORK. Period. And it's not. And it hasn't for nearly a year, not for everyone. Some people can get in no problem, even some DVC can. But not everyone. It's ridiculous.

Other giant companies manage to keep their complex IT systems running smoothly (Amazon, anyone?). It's an embarrassment to the Disney brand.

Exactly.

Even worse, a bunch of their IT is done in Seattle, and that's where IT people tend to be, so it's just embarrassing. I mean, they should be hanging their heads in shame. One of DH's train-riding-friends just left amazon to get a high position with Disney IT in Seattle, and I tell you soon I'm going to start commuting with DH, so I can find that guy and talk to him during their train ride north!

 

[Lisaloo]

Sigh. How frustrating. Disney really does make the planning such a critical part of the trip, more so than any other vacation I can think of. When their technology isn't up and running it feels like they didn't uphold their part of the bargain. I made my plan, here's my money...now do your part and give me some reservation options. We used to be "every year without fail" kind of Disney guests, in recent years we have scaled back to every couple of years and depending on our experience in July it may be even longer until we return. So many other wonderful things to see and do on vacation.

Hope it all falls into place for your trip!

 

[bumbershoot]

It's an UNMITGATED disaster

You can say that again! Wasn't it Nov of 2012 that it all started changing? Remember all those CANCELLED ADRS? That was awesome. Memories. And none of us knew what was to come or how LONG it was going to take to come.

Have they never heard of a master site where you can make all the changes until they are perfect and then go live? I mean, really.

 

[SaintsManiac]

Well now my expectations are extremely low for my window next week. Hopefully it turns out ok!

 

[peg110]

Other giant companies manage to keep their complex IT systems running smoothly (Amazon, anyone?). It's an embarrassment to the Disney brand.

No doubt their IT systems could use some work. (I also happen to work in IT as well), but to your point, does Amazon have the "Ebb and flow" that Disney does? Are people on Amazon waiting at the stroke of 6 AM EST to log in and order the latest Kindle? Sure, sometimes, and sometimes they have an issue. Disney gets this stuff EVERY DAY, because people can make their FP+ 30 or 60 days out and people can make their ADRs 180+10 days out. Since people are constantly "Attacking" their system (ok not really attacking, but hitting it) to get their ideal plans coupled with normal traffic, coupled with the fact that it's EVERY DAY, coupled with the occasional offers like Free DDP, it's definitely a challenge.

Again, I am not trying to say there isn't room for improvement, but that I understand the problem and it's not always a simple fix. Often times in IT when you fix one thing, you break another, so fixes and patches are time consuming PLUS many corporate organizations have other "hoops" to jump through to approve such changes.

 

[maxiesmom]

Once again "The guest is wrong for expecting to get what Disney advertises" LOL!

There is ABSOLUTELY NOTHING phenomenal about Disney's reservation system. It's an UNMITGATED disaster and if they can't support it then they need to change not punish the guests. If they can't handle the volume they need to increase capacity. If they can't deal with booking 180 days out then they should quit forcing the guests to jump through hoops!

I work in "corporate America" and I actually deal with irate people daily. But at least it's not because we advertised something we didn't deliver. Nor would I ever say "well look how complicated it is" LOL!

As for me I am voting with what actually counts for Disney $$$$$ I have not made an ADR in over a year. I don't eat at Disney restaurants any longer. Too much work for poor quality food. I rent a car and either go offsite or to the Swan/Dolphin!

It is only a disaster when it doesn't work. I have used it many times, and have had only good experiences.

I don't know of a single place that has computers that doesn't have issues. I will give you they need to be working their butts off to make their system more reliable, but I wouldn't call it a disaster.