Disappointed with Guest Services over quote.

[2meetthemouse]

Hi Everyone.
Feeling really disappoint with guest services today.
I booked our holiday a good few weeks back and have planned to pay it by installments. At the time of booking I just took down the details on a sheet of paper to go through at a later stage. Anyway, I asked the girl on reservations what discount I was getting as on the website it said "up to 56% discount". She advised me that I was getting the 56% and I was extreamly happy.
I went to make a payment the other day and decided just to fly through the figures one last time and to my astonishment I found that I was only getting 48% Now I know this is still a great deal but it's less that I thought I was getting. I contacted guest services and at the end of the day they said there was nothing they could do.
They claimed that because the woman who made the booking didn't record the fact that she told me I was getting 56% there was no record of it and there for no leg for me to stand on. Even though they said there was a reference there to it before. I have booked 19 nights so the difference between 48% and 56% is £399.
Seems a lot of money to be screwed out off!

 

[luke]

First things first, who did you book with?

 

[2meetthemouse]

Hi luke
I booked over the phone the phone with Walt Disney Travel Company. And when I queried the put me through to guest services based in Orlando.

 

[luke]

So you're with Disney themselves, makes it easier.

Are you at OKW/SSR? As far as I'm aware those were the heavily discounted resorts, and I'm pretty sure they were all advertised as being 48% off?

 

[2meetthemouse]

Hi again luke,

Yep, we are staying at the SSR and this has been advertised anwhere from 42% of to 56% off. Up to 56% advertised when I was booking!

 

[luke]

Like I said, I don't remember it being ever in the 50%'s,

http://wdtc.disneyinternational.com/Special-Offers.asp?ID=16

 

[2meetthemouse]

Here's a link to moneysavingexpert thread that confirms that the offer of 56% was available in January when I was booking.

(opps have to have a count of 10 to post link!!)

Think I might send an email to guest services just to outline my disappointment. Thanks for reading anyway!

 

[luke]

Oh definitely send them an email, it's poor if you were told one thing and charged another, however I think it may be put down to cast member error.

Good luck with it tho

 

[2meetthemouse]

Ah thanks for reading luke. I'm just venting here! But just to prove that i'm not an auld one who's lost her mind . . here's the link!

http://forums.moneysavingexpert.com/showthread.html?p=28900949


I'll send them a mail next week but the experience has dampened my excitment for the trip.
Still really looking forward to it but I could have put that £399 to good use while over there!

 

[2Tiggies]

Don't worry, I believed you without even reading the link. A few weeks back on one of the main boards, some posters in the US were discussing the fact that the UK guests get offers like ..... and proceeded to quote the SSR 56% off. I have an email from WDTC with the same offer! Email them. I must warn you, you have to be persistent. If you are not happy don't accept it. ANd if they don't reply within 7 days, chase them up and (you know this no doubt) save everything, log every phone call with time, date person's name etc. I hope you get it sorted.

 

[Laurafoster]

Do you have a record of what date/time you called? I would imagine the calls are recorded so if you dont get aywhere with your letter you could ask hem to find the call and check what was said?

 

[2Tiggies]

Do you have a record of what date/time you called? I would imagine the calls are recorded so if you dont get aywhere with your letter you could ask hem to find the call and check what was said?

Exactly. In fact, it may not be a bad idea to go down this route along with the letter to begin with.

 

[2meetthemouse]

Thanks for reading everyone. Yes, a email is next on the list. I'll keep ye all posted if I get anywhere.

 

[Elise79]

TBH I would say it CM error - they only see the rate they are quoting you and not the % discount.

If the advertising was all upto 56% off then you probably haven't got much hope.

Give it a go but I would guess you won't get anywhere.