Disney Cancelled My Reservations

[aaarcher86]

I've never had this type of issue before BUT they have messed up my reservation just two weeks ago. I called Reservations to simply change the date on my reservation THAT'S IT. I still had a balance to pay off my reservation so he gave me the difference I needs to pay it off and it was lower than I expected and I mean really low, about over $100 low. At first I didn't think anything of it so I ended the call, no harm, no foul. I log into my MDE and they changed my Room Type, package, everything. I was livid especially since I was very close to finally paying the package off only to have it messed up. In the end, I spent almost TWO HOURS trying to get everything corrected over the phone. I spoke with a Supervisor and told them to pass along some feedback. I told him that since Disney wants their guests to do FastPass, reservations, and such online, they should give us the tools to be able to change the date or make any reservation change(s) at our convenience online. I told him that mistakes such as this one would've been avoided if I was able to do it online, that way it would be ME that messed up and if so, I can correct it. I don't like calling CMs at all in reservations because I'm always concerned that a simple request will get messed up and it WAS. LOL. I really hope that you're able to get your issue resolved as quickly as possible because even with my situation, there was a serious lack of accountability and even urgency. Don't get it twisted, MOST of the CMs in reservations have been great but I'd still be more comfortable taking care of my reservation myself.

You might have done it right, but 100 more people will screw something up and expect Disney to fix it. Guaranteed.

 

[maxiesmom]

You might have done it right, but 100 more people will screw something up and expect Disney to fix it. Guaranteed.

You are so right! People don't take the time to read. Heck, how many posters get ticked about the $10 no show fee because they don't take the time to read that page, or if they do, don't believe it applies to them? I can only imagine how well people could mess up their resort reservations.

 

[mom2AidanAndEli]

No my deposit was never returned to me, it had been sitting there labeled a credit. They said since I had made a new reservation prior to calling them there was nothing for them to do and no explanation for them to provide me with. I have never been so frustrated or upset with this company before this.

When did you make the "new" reservation? Was this after you found the previous one missing? Or did you actually try to book something different? I'm confused...

 

[disnut8]

You might have done it right, but 100 more people will screw something up and expect Disney to fix it. Guaranteed.

That's why I call when something is important to me. Do I absolutely NEED connecting rooms? I call. This was when we were traveling with my in-laws and my father-in-law's last days of his life (we didn't know that at the time). I called and said we had a medical need so that all of the other three adults could be available during the night. I would have not done that online. Plus, I had the date and time I called and the person to whom I spoke (I know those names are fake). I ALSO said that if connecting rooms were not available adjoining rooms or rooms very close together would be good as long as all of us could get into the others' room.

Life ain't perfect and it never will be.

 

[Capelm25]

When did you make the "new" reservation? Was this after you found the previous one missing? Or did you actually try to book something different? I'm confused...

Yes when I called about my reservation, just a simple inquiry and was told that my reservation was cancelled I had made another reservation. All done the same day. I figured even if I complained to management it take weeks for them to look into and I'd rather know that I had everything taken care of, and completed the right way, and let them figure this dilemma on their own.

 

[Capelm25]

If you paid in full did they issue you a refund when it was inadvertently cancelled?

a credit was issued but I was never informed of it, it was just sitting there on my account apparently and not removed from my credit card either.

 

[Kimi313]

Did you make these reservations yourself or with a 3rd party?

 

[sharona]

If I were you I would send a polite but firm email detailing everything that's happened and requesting a credit for the price difference you ended up paying for their mistake. I would not chalk it up to a "glitch" and move on if it were costing me money. The in room "surprise" is the "I'm sorry for the inconvenience" which is only acceptable after they have corrected their mistake which they have not.

 

[conandrob240]

I guess people are much more easy going than me. If they made the mistake, there is no way I would have gotten off that phone until they re- instated my reservation exactly as it was, promotion and all. Accepting anything less was foolish. They should have re- instated it as it was AND offered at least a small token of appreciation ( something sent to your room). Call back and escalate as necessary

 

[Capelm25]

Did you make these reservations yourself or with a 3rd party?

I made them myself

 

[Sue M]

I have to agree with the other posters, and email guest relations and ask for the same rate you originally booked under.

 

[CJLove79]

You might have done it right, but 100 more people will screw something up and expect Disney to fix it. Guaranteed.

You're right, that's exactly why I make sure to read everything and know what I'm getting into. For example when I first purchased the reservation myself online, when they had the Terms and Conditions, I printed it out and read it in its entirety, same thing with the Travel Insurance too. Its stinks that some guests wouldn't take no accountability for the mistakes made towards their trip to Disney World. And I'm not implying that all guests should be forced to use the internet to make their reservation changes. I just told the Supervisor that like everything, we all would like options, that's all, so guests such as myself can make the necessary reservation changes at our convenience. He said that Disney is actually looking into possibly adding an option like that to MDE because I'm one of many. The experience still didn't make me hate Disney in anyway shape or form but it made me want them to add those options a lot quicker. LOL.

 

[jtowntoflorida]

Personally, I think the phone CMs are generally the lowest quality that Disney offers. I wouldn't spend any more time on the phone and instead would take the issue up with your resort concierge once you arrive. Talk to someone in person and explain what happened. I can't imagine they won't credit your $100. You shouldn't have to pay for Disney's mistake.

What it sounds like is that the original CM who made your reservation screwed something up, so cancelled it and redid it on the same day you made the reservation. Disney's system is notoriously unreliable, so your "new/second" reservation probably never got linked in MDE.

 

[CJLove79]

You're right, that's exactly why I make sure to read everything and know what I'm getting into. For example when I first purchased the reservation myself online, when they had the Terms and Conditions, I printed it out and read it in its entirety, same thing with the Travel Insurance too. Its stinks that some guests wouldn't take no accountability for the mistakes made towards their trip to Disney World. And I'm not implying that all guests should be forced to use the internet to make their reservation changes. I just told the Supervisor that like everything, we all would like options, that's all, so guests such as myself can make the necessary reservation changes at our convenience. He said that Disney is actually looking into possibly adding an option like that to MDE because I'm one of many. The experience still didn't make me hate Disney in anyway shape or form but it made me want them to add those options a lot quicker. LOL.

The supervisor was right, now you can modify your reservation through MDE now. I played around with it and you're able to change dates, room type, travel insurance and Magical Express options. FINALLY!!!!!! LOL. About the Magical Express options, I have Magical Express going to the resort and not to the airport. So when I went in, they gave me the option to add going to the airport. They added the phone number for you to call the Magical Express Customer Service.

 

[kat_lh]

The supervisor was right, now you can modify your reservation through MDE now. I played around with it and you're able to change dates, room type, travel insurance and Magical Express options. FINALLY!!!!!! LOL. About the Magical Express options, I have Magical Express going to the resort and not to the airport. So when I went in, they gave me the option to add going to the airport. They added the phone number for you to call the Magical Express Customer Service.

how? I need to add a day to our reservation and can't find anywhere to do it online (and haven't had luck getting through on the phone)

 

[CJLove79]

how? I need to add a day to our reservation and can't find anywhere to do it online (and haven't had luck getting through on the phone)

I'll be damn, they took it away!!!! It was in the middle of the night when I stumbled onto it. I was checking my reservation and it showed two links, a cancel reservation or modify reservation. It looks like it's another one of their glitches. But the fact that it happened must mean that they're going to add the option soon. I'm sorry for that though, guess you'll have to call reservations to change the dates in the mean time.

 

[njchris]

I'm still confused. Did you make a new reservation before you called them?

Either way, if they cancelled my reservation and expected me to pay a penny more for them to fix it, I would take issue with that right when they said it.

I had an issue I didn't get resolved once to my satisfaction. I sent an email to them (I think there's a link on their site) and they got back to me and resolved everything and gave me a credit (it was a lost item).

When I was younger I would have just said yes and was too hesitant to ask for what I deserved. Be nice about it, but firm.

 

[HelenParr]

I've had problems with Disney room reservations before, and it can be very frustrating. I find it entirely reasonable when first faced with being told the reservation was canceled or askew securing the room that I needed - not waiting for them to agree to my terms immediately. My job does not allow much flexibility in travel dates. My number one priority would be ensuring it would be okay (i.e., I could still go to my chosen resort) whether or not I got the previously offered discount on the next booking.

I would thereafter ride them like heck to try to get it back where it was supposed to be, as originally promised. Nothing about the rebooking would interfere with that. The computer keeps the dates of when stuff happens, no matter what they tell you. Maybe not who or what -- but when.

I've had it happen months before, a week before, and at check in. I've spent far too much time talking to the accounting office, and trying to stay pleasant at the desk (That's not counting my Expedia disaster when I ended up at the Swan not YC for ten days. Not Disney's fault, but ugly.) If it were anything other than Disney I would never go again -- but I love Disney World so I'm stuck putting up with their less than adequate customer service, and poor tech systems from time to time.

I've always been able to resolve a Disney error EVENTUALLY but not as quickly as you'd hope. But it does take dogging them, which is a pain.

 

[midaroco]

I originally booked on a promotion so i lost that one but they gave me the current promotion for a room only discount. I ended up paying another hundred dollars onto of my credit.

That doesn't make sense - I once rec'd a credit on one nights stay at my resort - which equated to approx. $700 - due to a string of mishaps and room moves that I was forced to make (3 in 3 days). I didn't even ask for a credit either, I was blown away by how accommodating they were trying to be in light of the issue. I would definitely contest the charges above what your initially booked and paid for.

 

[CJLove79]

how? I need to add a day to our reservation and can't find anywhere to do it online (and haven't had luck getting through on the phone)

I happen to log into My Disney Experience Account on my desktop and when I went into My Reservations, I found the screen below again, I blocked my info obviously in case you guys were wondering. LOL. When I clicked on the links it gave you a bunch of options to where you can change the dates, room type, resort as well as your Dining Plan, FastPasses, etc. There's even a Magical Express option too but when I clicked on it, it gave me the phone number to their Customer Service. This is outstanding for someone like me who wants to avoid a phone call as much as possible in terms of reservation changes. Has anybody seen this for their reservations?