Expedia meal offer - hotel wouldnt give vouchers

[skysky]

Just back from sata-fe and I am not impressed.

I booked the expedia offer with the "disney dinning plan", I even got an email confirmation from expedia as it wasnt written on my itinery.

When I went to the santa-fe they wouldnt give me any vouchers... I phoned expedia who didnt return my phone call. I even spoke to the manager/supervisor at santa-fe and they just passed the buck back to expedia saying that theres nothing on my reserveration.

A very cheap trip now turned expencive, the whole holiday was ruined as our spending money now had to go to food, and somewhere where a burger and fris is like 18 euro and cokes 3 euro and there was 2 of us :-(

Customer service as santa-fe was very poor.

Has anyone else had problems ?

 

[Ms Poppins]

That's awful. I feel so sorry for you, I'd have been mad too.

I know some others on here had some problems but managed to get them sorted before they went.

What terrible service from Expedia not even calling you back - and I thought the Santa Fe might have been able to help a bit with you having an email from Expedia.

Make sure you complain to both - that's just not on.

Hope you managed to have some fun in the parks, but I can imagine how it would be hard.

 

[britchic4]

It's Expedia who is the travel agent, so Expedia's problem I'm afraid. I see you've seen the big thread on it - we managed to sort it before we went, with Expedia but it took a lot of chasing. You need to contact Roisin in the Belfast office. I managed this by sending an email marked urgent for her attention in the To box, and within a few days she contacted me (tip - make sure your phone details are up to date on your Expedia account, mine were 10 yrs out of date). Others have eventually been successful by phoning and asking to speak to her but for everyone if you read the thread you can see it has been a long process. So far I haven't heard from anyone who didn't sort it out before they went (although there must be plenty who just don't know about the DIS boards) so I don't know what will happen with Expedia after the event. However if you manage to contact Roisin at least you will be talking to someone who knows that Expedia have rectified the situation for people rather than call handlers who don't have a clue what you are talking about.

 

[daiseyirl]

So sorry this happened to you
Id me livid, esp as food is so expensive in dlp, if it happened to us it would be mcdonalds every day. Hope you managed to enjoy your trip otherwise.

 

[DLPdaft]

Hi skysky,

Like others, I had to bug the life out of Expedia, before I went, so that the free meals issue was sorted out before I checked in at the Santa Fe. I already knew, from this website and other members here, that just having the note about free meals on my confirmation would not be enough for the Santa Fe.

I started off by emailing Expedia, but got a reply to ask that I call them instead, as it was only 2 weeks before we were going at that time. I then spent every day, for 10 days straight, calling Expedia. It was only on the Friday, 2 days before we were travelling to DLP, that I got it sorted out. Unfortunately, I never got as far as Roisin, despite sending emails for her attention, and asking to be put through to her when I phoned.

I also handed in letters at Disney while I was there, detailing all the issues and problems I'd had with Expedia. A copy of this was sent from Disney to Expedia's head office in Belfast, I got a call from a David there when I got back from DLP.

My advice to you now skysky, is to contact Expedia by email, phone and letter, explaining everything thats happened to you, including your Expedia confirmations etc, and if possible, who you spoke to at the Santa Fe too. I suspect you might have a battle on your hands, but you need to persevere.

Good luck with it,

 

[skysky]

This is a letter we are just writing up to the ceo at the park, expdeia is getting sent it also....

I have some pictures of the bedroom and park but cant seem to upload them here.




Saturday, 23 January 2010


Dear CEO Disney Land Paris,

I am writing this letter after returning home from a holiday at your park and hotel which has been very poor.

My stay was at santa-fe arriving 17th January and Departing 22nd January. This trip was because it was my birthday on 19th Jan and our 2 year wedding anniversary on the 21st January. So as you can imagine we were already hopeful for a good trip.

However I have several issues which I would like to discuss.

The trip was booked because we saw your adverts in October for all you meals included offer. So we booked with expedia as they advertised the “Disney dining plan” also when we booked the room (itinerary xxxx). When the confirmation email arrived there was no mention of the free dinning plan, so I sent an email and questioned this (ID xxxx) and Lynsey replied confirming yes, “all your meals are included with the hotel price”.

A few weeks later my brother and his disabled fiancée + 18month old baby, decided that it was such a good offer that they would join us on our trip, however they booked directly on the Disney land web site (Confirmation No: xxxx).

So after having everything confirmed for both bookings, I was extremely shocked upon check in at the santa-fe hotel when my brother was given his park tickets and hotel meal vouchers and we were given nothing.

We showed reception the confirmation email from expedia, and a screen shot of the offer “Disney dining plan” however they still refused to accept that we should be given any vouchers, we were told to call expedia. So we went to our rooms and I called expedia from my mobile (£4.39 cost) and was told I would be called back within 30-45 mins after they contacted the hotel. No phone call back was received and after checking with reception no one had contacted the hotel either.

I am very unhappy at expedia and also the service at the hotel where I felt my problem was simply pushed back and forth, the hotel staff just were not interested in our problem.

I had proof of the meal offer, and because I knew I was getting free meals my spending money was very limited. This money now had to be used for food rather than buying gifts for my wife, family and friends which I had intended to do.

This was not a good start to our vacation.

I also have some other complaints, for a Disney owned hotel that has a 2 star rating (on the wall at the front door of the hotel) expedia claims it is a 3 star! I thought there would be some higher standards of cleanliness.

The room decoration is tired and worn but acceptable, however the bathroom has mould and dirt visible with paint falling off the door. The air vent is covered in dirt which could be easily cleaned.





The park although clean also had some unpleasant experiences, the first was the dead drowned bird which had the child travelling with us very upset. Not something you expect to see at Disney resort.




My brother will be writing a separate complaint to you, discussing the wheel chair access at the park and rides or rather lack off it.

Despite my brother, baby and fiancée being issued vouchers from his direct booking with Disney, many of the restaurants would not supply the baby any food as there was no vouchers supplied for the baby. In fact many of the restaurants did not even have a child’s menu. 18 month old Baby’s don’t always drink milk or want to eat fries.

To summarise my trip, with the expedia meal voucher issue and having no spending money thanks to expedia, Disney’s lack of customer service, worrying if our budget would last 5 days we did not really enjoy this trip at all!

My birthday and our anniversary certainly were not magical!

Yours Sincerely



Mr and Mrs skysky

 

[tinkerbell 766]

I am so so sorry that peoples's holidays have been ruined and I agree that the lack of cleanliness at the Santa Fe is inexcusable (we had a similar experience last year with the Explorers, so I know how you feel!!)
The issue of the meal vouchers is, I feel, entirely Expedia's fault. Whilst the staff at the Santa Fe certainly should have listened to your problem, it is not their responsibility to sort it out. I understand that it cost a lot of money to use your mobile (another time - and hopefully there won't be another time - it might be best to purchase a phone card and call from the public phones at the hotel), you can bet I would be calling them every half an hour until the isssue was solved!!! Whilst you certainly should have been dealt with sympatheticly by the hotel, it simply isn't their job resolve it. You said yourself that the booking made by DLRP themselves went smoothly. You can't expect them to put right somebody else's mistake. From what you say of the state of the hotel it seems like they have enough of their own to put right!!!
I am saddened to hear of the wheelchair access problems. When I took my son last year in a wheelchair, we had all the help and access we needed. Unlike a recent trip to Alton Towers...... but that's another story!!!
I hope you get this resolved to your satisfaction.