HELP! Resort reserv. & UPH problems!!

[JJsmama]

Hi everybody. I need your advice fast!

We are arriving at Disney in 2 days. We booked into ASM for 2 nights like 8 months ago and I reconfirmed our reservation a couple times since then. I booked it using the WDW official reservations website.

I tried to called yesterday to order UPH at the advance price. The WDW website says to call the reservations line to purchase your UPH if you are staying in a resort and not ordering a package.


They put me on hold FOREVER today and yesterday and finally said there is no way to get the tickets attached to my reservation. SO, I'll have to pay the extra money when we get there!! And waste time in line!!

SO angry! I told them I chose to be a resort guest for the UPH. RUDE Guest Service man said to me, "Since you chose not to book a package, we can't do it. " They don't even HAVE 2 night packages!! (So, unless you have money to pay extra for stupid 'extras', we won't help you.

Then he said, "Did you ever think to call earlier to check on these tickets?"

WHY should I have?? And I DID start checking on them 5 days before trip.

I'm so mad! I have wasted so much time on this PLUS the long distance on my cell phone. Man said he would call me back in a couple hours.

Should I ask for some conpensation? I am embarrassed to ask, but this doesn't seem like the "Magic" to me!

 

[DemoBri1]

I'm wondering if this is what's happening? You say you're checked into AS for 2 nights correct? I'm wondering if someone wasn't confused and actually thinking that your UPH was going to be a 3 day instead of 2 day. If you look on the chart in the website it looks like UPHs for 3 days and longer have to be purchased with a package.

I may be off on this assessment, but it might be worth another call to the reservation line to see. There is no excuse for someone to get snippy with you on the phone, however.

If you don't get any satisfaction this time, I suggest that you tell them that they should then revise their wording on the ticket portion of the website, because it definitely says that you can purchase UPHs separate from a package.

Brian

 

[JJsmama]

Thank you Brian.

That is exactly what I did tell them: change the info on your web site b/c I won't be the last person who has this problem. Unfortunately, it took a lot of stress and time. I'm trying to get over it though

I did mention that I couldn't book it through a package b/c they don't offer a two night package. I think it is a loop hole in their system.

 

[Nette]

Whoever told you that is flat out lying. I have (on many occasions) booked a room only ressie and then added UPHs to it.

Call back and maybe you will get a more knowledgeable CM.

 

[JJsmama]

JB,
I talked to 5 different people, got 5 different answers. Annoying.

Check out the following update.

 

[JJsmama]

Update:

Guest services called me back and said that:

They apologized

Yes, I was right. The information on their website IS wrong--this is an existing problem, they thought it had been fixed, they contacted the internet writer to have the information about UPH rewritten on the WDW website.

Thank you for pointing it out

I can buy my UPH at my hotel when I get there and they have credited my room reservation the difference in the amount of buying them at advance purchase and upon check-in.

I said, Great, thanks!

ABout using the Disney Reward debit card over the phone;
I was told you can't do this by one reservationist, but by another told that yes, you can, some reservationists just don't know about it yet.

 

[Tigger Fans!]

Glad that you were able to work things out! When calling WDW I often get different answers from different CMs. If you need to call again be sure to use their toll free number (877-939-3732) - you can use this for both room ressies and PS for dining.
TTFN!

 

[Deb & Bill]

There is a Disney debit card? I thought there was only a Disney credit card.

 

[JJsmama]

I don't know if it is a debit card, per se. Once you have points earned from the Disney Visa, you get a rewards card and from what I understand, it is used as a debit card to pay with things in the parks. You must earn the points from the Visa first though.