Disney reimburses unsuspecting customer

[dacky041208]

I am curious too, many people talk about the "misleading" information on the website. I'd like to know exactly what it said. The 2008 DDP brochure is the only info I got from disney's site and that had the correct info in it, I just had to wait forever to get the list of participating restaurants.

 

[angelmav]

Since that information is no longer available, I have to ask - did anybody seeing this information notice if they were looking at the 2008 plan, or the 2007 one?

Regarding the next comment ('as hard as it is to believe...'), no, it's not at ALL hard to believe that thousands of Disney Guests aren't even aware of the DISBoards, never mind being able to research their trips here.

However, again I state: I find it 'interesting' that anyone would spend hundreds or thousands of dollars on ANYTHING without being fully aware of what they are buying. That's anything. A trip, a house, a car, a television set... to not be aware of what one is spending one's money on, then blaming the vendor is, again, ingenuous.

I think you mean its disingenuous. That said, the research is only as good as the source. You assume that the source in this case is infallable. The vendor, IMO created this problem with mis-leading wording, mis-informed CM's etc. You think that their role is neglidgable while I do not.

 

[angelmav]

I am curious too, many people talk about the "misleading" information on the website. I'd like to know exactly what it said. The 2008 DDP brochure is the only info I got from disney's site and that had the correct info in it, I just had to wait forever to get the list of participating restaurants.

When this first sprang up I looked at the website for the 2008 plan and it did convey the message that gratuities were included where applicable or something to that effect. There were several threads on here that could attest to that. Someone familiar with the 07 plan that then didnt go to the link for the 08 plan (which wasnt obvious as a link since the typeface was the same or had already made ADR's based on previous experience or for that matter failed to read the fine print) could have been caught off-guard. Not saying that the right info wasnt there, it just wasnt all that obvious and the navigation was not that great either.
Legally they did enough to cover their backsides. IMO they did enough to make people think there hadnt been a major change. As they say, the devil is in the details.

 

[kaytieeldr]

I think you mean its disingenuous.

Thank you, but no. I mean ingenuous.

 

[VacationDad]

Someday I hope everyone will be as perfect, informed and full of disney knowledge as 'some' dis'ers I know.

In fact I am going to make that my 08' campaign pledge!

Whoops. Little typo there. You typed "perfect", when you meant "thorough".


Not perfect, but when I pay money for anything I read every Google reference that I can find about it.

 

[angelmav]

Whoops. Little typo there. You typed "perfect", when you meant "thorough".


Not perfect, but when I pay money for anything I read every Google reference that I can find about it.

Should everyone do their research and be as fully informed as you? Sure Ill buy that, lord knows thats what I do. Do advertisements, company literature, uninformed company representatives mis-lead and mis-inform on a regular basis? I would say yes. (talking in-general, not bashing Disney)
Does a company that has put out mis-information deserve some amount of criticism even though legally they have covered themselves, I would say yes.
Thats all Im talking about here, criticism for the way this was handled.
Do I think Disney owes anything to those that didnt 'find' the correct information? No I do not. But I can also sympathize and understand how its not only possible, but in some cases likely that someone could be mis-informed despite going to any number of sources for information.

BTW, I cant stand using google, but to each there own.

 

[GreatLakes5]

Thank you, but no. I mean ingenuous.

Well, you can chalk me up with the potentially "child-like" or perhaps you meant "artless, innocent"...maybe even "candid & sincere"...... I believe if I were a new customer I would have asked. That is my nature. If I were making reservations as a repeat customer - as I do - I can't say for sure that I would have asked about too many specifics in the change. I'd ask about price changes and depending on the CM I got on the phone I may be thrilled that the plan went down $1. Perhaps I would have asked a generic "any other changes I should have known about?" but I can't say I would have and I tend to be very NOT "ingenuous" in my life.

And I don't believe there is a steady stream of information coming from the CMs dealing with resv. and ADRs. I can take each of your calls and see you mine. We have made several calls as well, changing ADRs, changing dates, etc. The most recent being this afternoon. No information for us. Not with the original reservation, not in subsequent calls. I knew of the changes thanks to the disboard. Period.

Right - Wrong. Ingenous. Whatever term you want to use. Each experience is apparently different in dealing with the phone CMs as well as the questions people ask when planning.

 

[dacky041208]

When this first sprang up I looked at the website for the 2008 plan and it did convey the message that gratuities were included where applicable or something to that effect. There were several threads on here that could attest to that. Someone familiar with the 07 plan that then didnt go to the link for the 08 plan (which wasnt obvious as a link since the typeface was the same or had already made ADR's based on previous experience or for that matter failed to read the fine print) could have been caught off-guard. Not saying that the right info wasnt there, it just wasnt all that obvious and the navigation was not that great either.
Legally they did enough to cover their backsides. IMO they did enough to make people think there hadnt been a major change. As they say, the devil is in the details.

Thanks, I was in no way trying to imply I didn't believe these people, I heard so many accounts I was sure it was out there, just the little info I did research was correct.

 

[bicker]

I have the very first 2008 Dining Plan brochure -- I watched day-by-day waiting for the 2008 plan to be announced, and downloaded the brochure that day. It was very clear, from the start:

Gratuities are not included unless otherwise indicated. An 18% gratuity will be added automatically for parties of 6 or more. A gratuity may also be added automatically for ordered items that are not included in the Disney Dining Plan (e.g. alcoholic beverages).

Let me reiterate: This is from the very first version of the 2008 Dining Plan brochure, put out the first day that you could possibly book the Dining Plan for 2008.

 

[angelmav]

I have the very first 2008 Dining Plan brochure -- I watched day-by-day waiting for the 2008 plan to be announced, and downloaded the brochure that day. It was very clear, from the start:



Let me reiterate: This is from the very first version of the 2008 Dining Plan brochure, put out the first day that you could possibly book the Dining Plan for 2008.

No bicker, that is not correct. Here is what Disney had on their website. What you have listed may have been from the link to the 08 plan but this was on the main page.

"From savory snacks and quick meals, to Disney Signature restaurants and our famous Character Dining, experience the freedom of choosing from over 100 select restaurants throughout Walt Disney World® Resort to fit your family's ever-changing tastes during your vacation. Best of all, enjoy the convenience and peace of mind in knowing that most of your meals are paid for in advance, including gratuities where applicable."

 

[VacationDad]

No bicker, that is not correct. Here is what Disney had on their website. What you have listed may have been from the link to the 08 plan but this was on the main page.

"From savory snacks and quick meals, to Disney Signature restaurants and our famous Character Dining, experience the freedom of choosing from over 100 select restaurants throughout Walt Disney World® Resort to fit your family's ever-changing tastes during your vacation. Best of all, enjoy the convenience and peace of mind in knowing that most of your meals are paid for in advance, including gratuities where applicable."

What was this "main page"? In August 2007 you could book both a 2007 Magic Your Way package and a 2008 package. Was there a 2008 "main page"?

 

[TLSnell1981]

There was also information on the Disney faq page (until recently) that stated the appetizer and gratuity were included in the DDP. It wasn't dated.

 

[wide awake]

I am really tired of reading that if only people read closely enough, or clicked the right combo of links...
I booked bounceback, I'm not paying for it, and the CM told me when I booked that tips and appetizers were no longer part of the plan. But I can't believe that everyone that has posted about confusing sites/CMs is an idiot. I adore vacation research, others check out the options, book, and that is the end of it. Disney dropped the ball on this one...they need to reprice for anyone buying it now and in the future, and add the gratuities back in. They closed the snack loophole, that should have been enough of an improvement for them. Plus they've added the wine program...what a joke ! Why didn't they go w/ a program like they do on the ships ? I'd buy it in that case.

 

[TLSnell1981]

I am really tired of reading that if only people read closely enough, or clicked the right combo of links...
I booked bounceback, I'm not paying for it, and the CM told me when I booked that tips and appetizers were no longer part of the plan. But I can't believe that everyone that has posted about confusing sites/CMs is an idiot. I adore vacation research, others check out the options, book, and that is the end of it. Disney dropped the ball on this one...they need to reprice for anyone buying it now and in the future, and add the gratuities back in. They closed the snack loophole, that should have been enough of an improvement for them. Plus they've added the wine program...what a joke ! Why didn't they go w/ a program like they do on the ships ? I'd buy it in that case.

They should've changed the name.....would have been a non issue.

 

[kaytieeldr]

No bicker, that is not correct. Here is what Disney had on their website. What you have listed may have been from the link to the 08 plan but this was on the main page.

"From savory snacks and quick meals, to Disney Signature restaurants and our famous Character Dining, experience the freedom of choosing from over 100 select restaurants throughout Walt Disney World® Resort to fit your family's ever-changing tastes during your vacation. Best of all, enjoy the convenience and peace of mind in knowing that most of your meals are paid for in advance, including gratuities where applicable."

Now I'm really confused. The information you quote is 100% accurate. "Where applicable" = dinner shows and CRT. It doesn't say only, ''...in advance, including gratuities".

 

[angelmav]

Now I'm really confused. The information you quote is 100% accurate. "Where applicable" = dinner shows and CRT. It doesn't say only, ''...in advance, including gratuities".

Your absolutely right! Of course we are speaking from the side of already knowing what the correct definition of that is. I think that primarily the problem lies with those that had some familiarity with the earlier form of the plan. In no way shape or form would that sentence structure set off any alarm bells for someone that had some knowledge of the plan in its earlier form. Which is why disney, not so promptly changed it.
Also, as TLSnell1981 pointed out, the undated faq was also another example of mis-leading information on their website.

kaytieeldr, you cant honestly tell me that re-reading that ad from disney that its 100% black and white beyond the pale of confusion.

 

[kaytieeldr]

That's a tough challenge - I can tell you that, because I know it is. But not everybody is me.

 

[angelmav]

That's a tough challenge - I can tell you that, because I know it is. But not everybody is me.

Keep in mind, we live in a world where toothpicks come with instructions and coffee has a warning label.

I happen to think its very easy to misinterpret something when you think you already know the answer/meaning. Disney must have thought so too because they changed it.

I am sure I have interpreted something I read at some point incorrectly (probably a post on the dis....shhhhhhh!)

 

[robemcdo]

I started this thread...I'll add my two cents worth in.

On Jan 2nd, I called the guest services at my brothers resort requesting clarification. the person I spoke with states to me that my brothers plan entitled him to appetizer and tip. Then the waiter CM took the phone and spoke to the guest services person. It was only then that the person at Guest Services at AllStar music became aware that there was a change. If CM at wdw were still making mistakes on Jan 2nd, I would think it would be easy to believe the customers could be misinformed.

Trip was booked thru WDW in late July...full package, room, park, mealplan etc. Nothing mentioned then about change in 2008, and nothing mentioned at checkin. Had it been mentioned, the solution would have been simple. He would not have purchased the DDP in its 2008 form.

The CM I spoke with last week was in complete agreement with us, that the information should have been TOLD to him at least 2 or 3 different times. If there are 100's of people who have been blindsided similarly, I feel they have reason to complain as well. I would hope that this kind of PR nightmare will improve the communcation in the future.

When you are spending $5000 on a trip, (Not buying a 10 dollar shirt off the rack), I would expect a certain level of service and communication from the provider. WDW seemed to agree with me.

 

[bicker]

No bicker, that is not correct. Here is what Disney had on their website. What you have listed may have been from the link to the 08 plan but this was on the main page.

And that information was correct at the time. It was applicable to the Dining Plan at that moment. Nothing there indicated that those terms would continue into 2008. The 2008 brochure was available. It had the 2008 information. The applicable information in the brochure did not change since the first edition of it was issued.