HELP - big mistake on booking..

[juliebean]

I booked our stay at DW in April a couple of days ago w/5 nights at the All Star Music, 6 day park tickets, and deluxe dining. I got a great deal, right around $1500 for 2 kids and 2 adults, using the kids stay and play free offer. Today, I called to make a reservation for the Cinderella dinner and they said my reservation is only for 3 nights. I have an email with the correct arrival date of the 13th and the departure of the 18th. I called reservations and they have the departure as the 16th. Everything else is the same - price, tickets, location, dining plan. I have to fax a copy of the confirmation email tomorrow - but I'm scared they are not going to honor what it says.... What can I do? In hindsight, there must've been a mistake somewhere, but I've paid a deposit and made plans. Will they honor it? This is my first time booking a disney trip. Thank you in advance for any assistance - Julie

 

[Moira222]

I would call them and explain. Ask for an email address to which you can send the confirmation.

 

[Cdn Friends of Pooh]

By the sounds of it, they've only charged you for 3 nights. I entered your information on the booking page (using the link for the kids stay free promotion) and came up with a figure of $1,545.18 arriving on April 13th and departing April 16th.

With the arrival date of April 13th and departure date of April 18th, the figure changes to $2,319.18.

My guess is the CM who booked the reservation, made a mistake when inputting your departure date. Unfortunately if you want to stay until the 18th, you're going to have to pay the extra $774.

 

[ksumn1]

I really hope you get it straightened out. If not, one solution is to see about dropping the Delux dining plan, downgrading to the Regular or Quick Service meal plan and applying the difference toward the additional nights.

I'm not sure of the exact amount you would save, or if it's even a possibility given that you booked a promo package, but it's something to keep in mind.

The Delux dining plan is an awful lot of food....keep that in mind when considering your alternatives.

But hopefully, Disney will honor "your" original confirmation and all will be well!

Pixie dust!!

 

[Metro West]

 

[juliebean]

My husband is faxing a copy of my reservation confirmation to the supervisor. I hope it all works out. I'm not sure what responsibilities they have to honor the confirmation... I was trying a lot of different combinations of days, meal plans, resorts and then got scared and bought this one because I was reading the disboards and got afraid the kids stay and play free deal would be all used up...it's all a bit of a blur. The website is really not very user friendly they way it constantly resets. The larger issue for the company is why the mistake and what if I had not called to make a reservation for Cinderella? I would've showed up to DW to a different vacation that what my confirmation states and that could've ruined a lot. Thank you for the good thoughts for me that they will honor the reservation! - Julie

Appreciate the thoughts about the Deluxe meal plan too - we were being indecisive about it, but between needing 2 credits for Cinderella and needing an "extra" dinner for the night we arrive, and having terrible experiences with counter service three years ago...we thought it would be worthwhile. Right now, I'm sticking with hoping they'll honor my confirmation, lol.

 

[lovetoscrap]

Another thought to save money if it comes to that is to get less days on your tickets. If you are staying for 5 nights then will you really be in the parks for 6 days? Usually the travel days one each end aren't ones you would spend in a park, unless you live close or are planning to get there early and leave late on your arrival and departure days. If we have extra time on those days we spend them at DownTown Disney or at our resort or another one.

Please let us know what happens. I am really interested in how this will turn out. It is very strange that you would have the confirmation but it is wrong in their system, I wonder how they managed to mess it up that bad.

 

[ksumn1]

I was just checking in to see how your situation was resolved. Hope it was to your advantage!

 

[Disney Crazy Debbie]

I, too, am curious as to the outcome of this one.

 

[juliebean]

Sadly, they refused to recognnize that there was a problem with either the website booking or the email confirmation. Even though it says confirmation at the top of the email, they say it is actually a payment receipt and they don't have to be held to the dates listed on it. It was a couple of very frustrating hours of holding, and then being told because I booked online, they have no responsibility. I am not an assertive person and really was having a hard time with the representative talking over me every time I started to explain that I think it should still be honored if I booked it over the internet, and ultimately ended up crying and hung up. The first manager I spoke with even admitted that her and her boss (who was the one I had a really hard time with) looked at the email and reservation for about half an hour trying to figure out what happened. How do they expect a customer to be able to figure it out, if it takes them more than a minute to figure out what happened?

To explain better - the confirmation says Arriving 4/13, Departing 4/18. However, they say I somehow asked for a three day stay and a six day ticket and that's why it has those dates. (Not what I was trying to book, but that's the other problem - the website) I don't think it is right to list a ticket that has no start date and doesn't have to be used consecutively in that way, it is misleading and appears to be a room reservation to me. But, they disagree...

So, right now, I'm upset because I just don't feel the same excitement about the trip or the whole Disney thing anymore. I cannot cancel the trip, my son is performing at DW, I already have the airline tickets and my daughters really want to do the princess meals - so having a meal plan is a good idea. It's not about the money, it's about feeling like they didn't care about helping me, or about the problems with their confirmation email and website booking process. I was very excited for the trip and hope I can get that back before we go. Thank you for your concern, I wish I had better news! Julie

 

[mickeysmyboy]

Julie, I'm so sorry this happened to you!! What an awful first experience with Disney! In my opinion, the disney website stinks! They could do so much better then that! I'm sure their crazy website is the cause of this and I'm sure you're not the first person that has had a problem like this!

I hope you are still able to have a magical vacation!

 

[cel_disney]

I'm soooo sad for you that this happened - but I am also so relieved for you that you found out before check in.

In the meantime, I would send a letter documenting everything and your sadness about them not honoring it or even doing something else to help you out as you had already booked your plane tickets after getting the confirmation etc and that you at least hope that they can do something (fix the website or their attitude about needing to honor things from the website with a little more sympathy) before it happens to the next guest.

Good luck - I hope you have a wonderful time anyway and get some pixie dust coming your way!

Also - we have done deluxe dining a few times before and enjoy it!! We generally do one character meal/day, 1 adult selected table service/day, and 1 counter service daily!! We do know that it is important not to feel obligated to eat everything on your plate though or you will feel like a stuffed pig unable to walk around the park!

 

[ksumn1]

I'm so sorry to hear that. I had a booking issue on our second trip, and it was solved to my satisfaction. I wish I could say that I don't get it but unfortunately, I do. It's all about money. At least you tried...now all you can do is salvage your trip.

If it makes you feel better, we had a trip planned for October 2009. We cancelled because we lst our home in a fire. Planned to go back last summer but DD broke her leg and due to medical bills, can't afford a trip at the moment.

So our next trip will be in 2014 for my college graduation! We are all looking forward to it.

I say this to help you put this situation in perspetive. It's upsetting and unfair but at least you get to go. And you WILL have a great time!!!

 

[lovetoscrap]

I am so sorry to hear this. Please do write a letter to them explaining the situation with copies of your confirmation, and the problems you had with their website. Disney does many things very well but their website has always been a real pain. Things have improved over the last few years but for the company that pioneered animitronics and digital/computer generated movies you would think they could get some decent web designers.

I hope you are still able to have a great trip. Once you get there the magic does seem to overtake you and everything else goes away.

 

[lighttech]

So sorry Juliebean. That website is a pain. I use it to come up w/ general pricing ideas on packages, but then I always call to make the reservations. I find it very confusing.

It stinks when something eats at you and undermines your excitement, but everybody is right. This is an AMAZING opportunity for you and your family to have a very magical time together.

Just hang out here, and you are bound to get back in the spirit! When I need a pre-trip "fix", I can always bop onto these boards and do a little research into my hotel or dining or weather or whatever and I get all again. (Funny reading that in preview... I'm all "banana" again.)

I'd say, take a breath, let it go, and just think about your kids smiles when you get to see those princesses in person!

 

[miprender]

So sorry that they were not helpful. Like the other posters stated I would definately write a letter with all the copies of your confirmations. Maybe someone higher up would be able to help you.

 

[juliebean]

Appreciate all the thoughts, I will send a letter and a copy of the reservation confirmation that has caused all the confusion. I think they need a serious improvement to their website also. Where else do you have to actually check for deals on separate pages, instead of using coupon codes!

I am trying to get back to being excited about the trip. I think we will not have another good opportunity to go on a family vacation at spring break for a little over two years. I'm going to nursing school next fall when my youngest goes to kindergarten and my spring break doesn't match up with my kids. Not a big deal to take the younger ones out, but we've learned it's too hard for the teenager to catch up. So, we are going to have to make this one great and I do not intend on a stinky customer service supervisor ruin that time with my family!

Again, thank you - Julie

 

[Jenn-N-Bryan]

So sorry it didn't work out...seems like they should have honored your initial reservation and that they made a mistake on their end!

 

[lovetoscrap]

So, we are going to have to make this one great and I do not intend on a stinky customer service supervisor ruin that time with my family!

Again, thank you - Julie

With that great attitude you will have a wonderful time!

 

[Altoqueenkelly]

I would call back!!!!!!!!!!!!!!!!


Are you SURE you sent them the right email? I recieved ONE comfirmation and ONE invoice email...


The confirmation says this::



Congratulations, Ms. Altoqueenkelly!

You have successfully booked your vacation. You may retrieve your reservation online anytime in the My Disney Vacation section of disneyworld.com.

We thank you and look forward to making your trip a truly magical experience.



Your confirmation number is:
#############

Booked for Guest(s):
Ms. Altoqueenkelly
Miss JR Altoqueenkelly (4)


Arriving : Sunday 06/19/2011
Departing : Saturday 06/25/2011 for 6 nights
1 Adult,1 Child

Resort Name: Disney's Pop Century Resort
Resort Category: Value Resorts
Room Type: Standard Room

Park Tickets 6-Day Magic Your Way Base Ticket
Package Type: Magic Your Way Package Plus Dining
Package Includes: New 2011 Package Inclusions




GOODLUCK!!!!!!!!!