DCL app placeholder snafu

[gatordoc]

Cruised on the Dream last week. On our last full day, used the app to make a placeholder reservation. Entered all the requested information, and got a message that my placeholder was being processed. When I checked later that evening, it said my placeholder reservation was pending.
Disembarked the next day, and after not receiving anything from DCL, contacted my TA. She called DCL, and was told that they had no record of a placeholder for me, and that I should have received a confirmation through the app. I sent her screenshots I had taken showing that my placeholder was being processed (fortunately I had tried to document the process for a friend of mine), and she escalated the inquiry with DCL. A few days later, she let me know that they finally agreed to book a placeholder for me.
So bottom line for me is that in future I will not disembark without having my placeholder confirmation, and I probably won’t use the app again to try to make one.

 

[PrincessShmoo]

Cruised on the Dream last week. On our last full day, used the app to make a placeholder reservation. Entered all the requested information, and got a message that my placeholder was being processed. When I checked later that evening, it said my placeholder reservation was pending.
Disembarked the next day, and after not receiving anything from DCL, contacted my TA. She called DCL, and was told that they had no record of a placeholder for me, and that I should have received a confirmation through the app. I sent her screenshots I had taken showing that my placeholder was being processed, and she escalated the inquiry with DCL. A few days later, she let me know that they finally agreed to book a placeholder for me.
So bottom line for me is that in future I will not disembark without having my placeholder confirmation, and I probably won’t use the app again to try to make one.

And the secret is - be sure to make copies (or screenshots, actually). DCL will generally agree, if you have it in writing.

 

[Marc D]

We had a similar problem a few years ago. We had met the future cruise representative, booked and left. For some reason, the order hit a problem somewhere between the ship and the head office and they reimbursed the 250$ on my CC without asking us. I called to follow up and receive my confirmation email and there was no trace of the reservation. They looked up the charge and credit on my card and agreed to reissue a placeholder.

 

[kandt]

Same thing has happened to me! We got off the Dream on 12/23 and did not received an email confirmation. When I called Disney, they said to call back in a week, if we don't receive an email confirmation. I am sure I will have to call back.

 

[g_ppetto]

If you plan to fill out the card and drop it in the box on board, take a photo of the card for your records.

 

[gatordoc]

Same thing has happened to me! We got off the Dream on 12/23 and did not received an email confirmation. When I called Disney, they said to call back in a week, if we don't receive an email confirmation. I am sure I will have to call back.

Same cruise as us!

 

[Bonnie1222]

We did our place holder on our cruise early November on the Fantasy using the app. DH made sure to take screen shots when it didn't process right away. We went to guest services to check on it and they told us it could take several hours to process but the Next Cruise cast members could check on it, or we could just fill out a paper request and they would would see the app and paper request and only process one (yeah I don't think so...). The lines were crazy long since it was almost the end of our cruise so we just waited and later that day it finally came through as confirmed.

Next cruise we will be sure to do it on day 1 so we know it goes through and if it doesn't can get to the cruise desk before the mad rush.