DDP - Never Again!

[Nennie]

UPDATED PAGE 4!

First the rant, then the question!

This was our first (and last time) on the DDP this past weekend. I think we are probably in the minority, as far as our experience, but here is what happened:

It was just DH and I staying for 2 nights at the Beach Club (checked in on Sat, checked out on Monday) so we had a total of 4TS, 4CS, and 4 snacks for our trip. Since our flight on Monday didn't leave until 8:30pm, we decided to save some CS and Snacks for our last day.

Sat and Sunday we used the DDP without any problems, and it was great! We used 2 snack credits to buy milk and donuts at the marketplace, used 1 CS in Epcot, and used up all of our TS credits. As of Monday morning we had 3 CS and 2 snack credits to use that day, as Magical Express wasn't picking us up until 5:40pm.

We got an early start, check out of our room, and headed off to MGM. Around noon, we attemped to use 1 CS and we told our card had been declined and that we needed to go to guest services to get it straightened out. We went to guest services, who told us they could see that we still had the 3 CS and 2 snacks on the card, and there shouldn't be any problems using them. After spending 45 minutes on this process, we decided to just skip lunch, grab some more rides, and eat when we got back to the Beach Club.

Our card was declined again at Hurricaine Hannahs. We went to the concierge, who again said that the credits were showing on the card, and he didn't know what the problem was. He told us that since we'd already checked out, he couldn't issue us a new card, so we should tell Hurricaine Hannahs to bill the room, and he would straighten it out. We tried that, but now the card was declined for charging to to the room as well. I went back inside, but now the line for the concierge was long, and the original gentlemen was no longer there. Rather than waste more time in line, we decided it was fate's way of telling us to split a No Way Jose sundae for dinner (yum!), and we paid cash for same.

It was now 5pm, and ME was coming in 40 minutes, so I decided to at least use my snack credits at the marketplace to buy some cookies for the trip home. I stopped by the concierge desk (no line this time) and explained that my card hadn't been working all day, but that I wanted to use my snack credits. I was told to have the marketplace call her, and she would verify me.

(Sorry this is so long...but if you are still with me, I'll continue). At the marketplace I advised that my card probably wouldn't work, but to call the concierge desk and they'd verify that I had 2 snack credits. The cashier called over a manager who asked why I couldn't just get a new card, and I explained that since I'd already checked out, they couldn't issue me a new card. Then the manager got all loud with me telling me that I had to use my credits by midnight the night before I checked out. I told her she was incorrect, and to please call the concierge to confirm. She refused to call, and said I was wrong.

I went back to the concierge, and the nice woman came from behind the desk, and escorted me back to the marketplace and told the manager that I was entitled to 2 credits. The manager said “I know, we’re taking care of it.” (Huh?) and the concierge left me there apparently satisfied that it was being handled. DH is now running around like a madman telling me that we are going to miss the ME bus.

The manager tells the cashier to call the “front desk” to find out how to process this. There is now about 5 people behind me line and I’m feeling pretty stupid for going through all of this to get 2 boxes of cookies. The cashier finally gets off the phone, rings up the cookies, and asks me for
$7.00. I feel like I’m on candid camera, but tell her that I’m using my snack credits. The manager then tells me to pay cash, and then go to the front desk to get a refund. Of course DH is outside on the ME bus, and I don’t have any cash on me (nor do I have time to process a refund at the front desk). The manager tells me that’s the way it is, and just stands there looking at me like I'm an idiot. Fed up, I just asked the manager to give me something in writing that said I couldn’t use my snack credits. She refused at first, but then finally jotted and signed a note that my card wouldn’t work, and I couldn’t use my credits. I didn’t have time to argue (and was feeling really embarrassed anyway), so I left, and headed for the airport.

So although I used our 4 TS, I was left with 3 unused CS, and 2 unused snacks. I also spent 2-3 hours my last day trying to fix the problem, to no avail.

Obviously, I will never use DDP again, but my question is who do I contact to complain? Do I even bother to complain, or will they just ignore me? DH thinks if they don't respond then I should just dispute the DDP charge on my credit card. I did get my TS credits though, so I should have to pay, but I don't feel that I should have to pay 100%.

I would love your thoughts and opinions! Thanks!

 

[MelanieC]

Wow - I've never used DDP, we alway use the DDE card. That stinks and I would have been upset at not getting what I paid for and the hassle of the time. Especially since it was such a short vacation to begin with.

 

[Connears]

We had a great experience using the DDP for the first time 12/24-12/29/06. We also had left over credits on check-out day and we had no problem using them (all snack credits) at the general store in OKW for drinks, cookies, candy,etc for our drive to Savannah. The last receipt verified we had 0 credits left. We will definitely use the plan again. Don't know what happened with you and its a shame.
Connears

 

[disneymom06]

I am so sorry that you had this happen to you. We have always had credits available and used them after check out. I would sent a letter and explain your situation.

 

[Ellester]

I don't know who you would contact, but I'm sure someone will post soon. Sorry you went through all that. We had a similar thing happen on our first night. Our card was denied at Wolfgang Puck Express for both credits and charging. We just used our debit card and I had to go back to the front desk (Saratoga Springs). They credited my account the amount we paid and said they would take the 5 CS credits off our bill. Apparently they had printed two sets of keys and given us the wrong ones. We got another set of keys and went on our way. After our breakfast at Akershus the next morning, I noticed our TS's remaining were wrong. Instead of taking 5 CS's off, they had taken 5 adult TS's off! (we were a party of 3 adults and 2 kids). I went back to the front desk that night and finally got it all straightened out. It was frustrating though. I would be quite upset if I were in your shoes. Good luck getting it resolved!

 

[DisOrBust]

This has been reported as happening before.

 

[Nennie]

This has been reported as happening before.

Do you know if anyone was able to get a partial refund for credits that they were not permitted to use?

Thanks everyone for your help!!

 

[wdwfamilyinIL]

I am sorry to hear you had such problems. We have used the ddp the last two trips, and have it planned for this one. If I were you I would send a general email on the wdw site, I had to do that for some problems we had on our last trip, and they always get it to the right place. The way you were treated was just plain wrong.

 

[WDWBetsy]

WOW! I would be pretty ticked off as well. I am so sorry this happened to you. Definitely write a letter - and I would base it on what you used in your post. It was very well written, factual, and not over-emotional. They should do something to make this up to you.

Again, sorry this happened. I hope they do make the situation right and I really think they will. The DDP is meant to be used how you attempted to use it, and it's really sad that it failed on your last day.

 

[tinkamom]

I think you should be upset with the Beach Club rather than the DP. They are the ones who issued your malfunctioning cards. I have used the DP 3 times and never had a problem using the credits on our last day, after check out. I'm sorry you had this problem with yours.

 

[kribit]

I think you were one of the "unlucky computer glitch guests." I've read where people have gotten to the front gates at the park and their entrance passes didn't work. I personally think Disney has an extremely efficient system (given the amount of people that visit there yearly), but they make mistakes. Regardless of what IBM and Microsoft say, computers aren't perfect.

Seriously, that really stinks that you had to be inconvenienced like that on your vacation. We did the ddp and didn’t have any issues, but we don’t plan on doing it again. I won’t hijack the thread on that though.

For QA purposes I would think Disney would like to know the issues you encounterd so they can improve, but I’m not sure who to call. I’m sure someone here does though.

 

[n2mm]

The problem was the BC not DDP. We have used it many times and have never had a problem using it on the last day. I was told early on that you need to let the front desk know that you are not "checking out". If they close your account it will cancel your credits. We used 12 snack credits hours before heading to the airport on our last trip with no problem. I heard someone recently had the same problem with BW too. The DDP works great, but sometimes the CMs mess up--which is what happened to you. Too bad it spoiled it for you.

 

[Katiebell]

OK, I have to admit this story is making me really nervous. We've never been to WDW (we live in CA and make our yearly pilgrimage to DL), so we've been saving up for this trip, and with flights and everything it's going to be a long time before we can afford a splurge like this again. I paid the extra $480 for the DDP for six days for the two of us (adults, no kids along) because it seems like such a great deal and so we could have fun eating at the different themed restaurants and relax because it's all paid for in advance.

From everything I've read on here about the DDP, it seems that Nennie's experience was extremely awful , but also extremely unusual -- most of the complaints I've read was that there was too much food, or it was a waste of money for picky/light eaters in the party, etc.

My question is, are there any tips to help out if something like this -- Mickey forbid! -- does go wrong? Worst case scenario -- we've just eaten a pricey meal at a place we had to get ADR's for, and then they tell us, oh sorry, this card isn't working. Or we show up for ADR's, and we're starving and have been eating light all day looking forward to the meal, and they say, oops, your card doesn't show you have any TS credits. It seems like the best option would be to just pay OOP on a credit card, then take the bill back to the hotel desk to have them fix it? That way we wouldn't lose our reservations or miss an after-dinner show like Fantasmic or Illuminations...or miss our ME bus back to the airport!!! One of the most distressing parts of Nennie's story was how unhelpful the marketplace manager was, refusing to call the concierge, and embarrassing Nennie in front of the other customers, even after the concierge tried to resolve the problem. We've always gone to DL, and have been so impressed with the stellar customer service we've received.

 

[momof2disprincesses]

I too am so sorry to hear about your experience!

We are in the process of working with Disney regarding a dining plan issue too.

Our situation is quite different than yours, but I can tell you what has happened with us so far.

We were all set for 7 glorious nights at POFQ over Christmas. On the second day of our stay, we got word that my husband's mother died very unexpectedly. We were in shock and made all of the arrangements to go home.

We left over 4 days worth of unused dining plan credits. We had booked our package through AAA, so our TA from AAA contacted Disney on our behalf and they immediately refunded the unused room rate and we had used the 1 day tickets that came with our package already. So the only thing we didn't get refunded was the unused dining credits. Disney told our TA that it is their policy NOT to refund unused dining plan credits no matter what the situation.

Well, I contacted Disney through their main email address (found on their website) and told them our situation and asked them that instead of refunding the credits, would they give us 4 nights of dining for a future trip. That was about 2 weeks ago. I got an email saying my concern was being forwarded to the appropriate department. I also got a courtesy call on my answering machine saying that someone would be in touch with me soon regarding my email.

Well, it has been almost 2 weeks now and I'm still waiting to hear from someone. I asked the question here how long it usually takes to hear back from Disney after you get a "courtesy call" and the reponses indicated to expect 2-3 weeks until I hear from someone.

If I were you though, I would start the process and send them exactly what you posted here. If you can add dates and even names, that would be more helpful still.

Good luck and let us know if you get this resolved. I will let everyone know what happens with my situation too.

 

[Nennie]

Thanks so much everyone. Don’t get me wrong, we had a great trip! It was a nice weekend getaway for my b-day, and DH spoiled me rotten!

The DDP/malfunctioning card issues left a bad taste in my mouth, but certainly didn’t ruin our trip. We’re heading back in May, and are looking forward to it!

I’m not necessarily mad at the DDP, or mad at the Beach Club, but rather frustrated at the combination of events that led to us not being able to use our remaining CS and Snack credits on our last day.

I’ll see if any of our board “experts” weigh in with suggestions on who to contact, etc, but if not, will just send a complaint to the generic email system and see what happens!

 

[Nennie]

Momof2disprincesses - Thanks for sharing your story, and I hope you get a resolution soon!

I’m not trying to scare anyone with my story, but rather just wanted to let people know what happened to me, and hope that Disney can correct the computer glitch so it doesn’t happen again. Yes, the manager at the marketplace was very “un-Disney” towards me, which definitely didn’t help the way I was feeling about the whole situation!

 

[NMW]

I agree with the people who said the BC should be held responsible. Your cards should absolutely still work if you have remaining credits until midnight of your check-out date. Maybe they processed something incorrectly when you checked out? I would write to the manager of the BC as well as Disney about what happened to you. That's a lousy way to end a vacation.

 

[Pooh Bear Hugs]

It does worry me a bit as we wern't planning on carrying much cash with us, if the card declined at a TS we would be stuck.

 

[disneymom06]

You could always charge it to the room and straighten it out later. I would do it this way the charge would, I hope, be easier to fix.

 

[Nennie]

You could always charge it to the room and straighten it out later. I would do it this way the charge would, I hope, be easier to fix.

This is what the concierge told me to do originally. Unfortunately, the room charges were being declined too. My card still worked to get into the parks, but somehow everything else got turned off, even though I never officially "checked out." (I had express check out, and just left the room empty at 9am). It wouldn't have been so bad if it wasn't our last day, when we really didn't have time to get it straightened out, without missing valuable park time!

For what it's worth, I sent a detailed email to guest services, and will let you all know how I make out. I basically re-told my story, but added more details such as castmember names, etc, that I had spoken too, in the hopes that the powers that be will investigate this matter, and make the necessary corrections. I will let you all know if/when I hear something!

Thanks again!