How do you file a complaint with Disney? Long

[jenanderson]

We just got back from the CBR a week ago. I could go into the exact details but it would be long to explain how it all happened. Here is the shorter version.

1. Bumped on flight (did not willingly give up seats) - called Disney right away and changed our dates (cancelling the first night and adding on a night)
2. Booked 2 rooms for 7 nights with add on silver plan - paid rack rate since I was new to staying on Disney property and didn't even know about how to get deals. This was a huge vacation for a family of 2 teachers which we planned and saved for a long time.

We had a bad experience at check-in (they did not have the right dates for our stay even though I had called the night before and confirmed the last change because of being bumped on our flight - I had all of the details from the call). I asked the CM to speak with someone else because we were not getting the situation resolved (almost a $500 difference in pricing). She went into a back room and came out alone - our situation still unresolved (she was only going to give us $141 credit towards the last night instead of the whole credit of almost $500 which I was told the night before). I finally just checked in with what she was telling us (after over 2 hours of waiting in line and waiting for her to straighten our reservation out). We also had a bad experience on our last day at the merchandise area of Old Port Royale. My DH and I went to guest relations at the Custom House to discuss the situation and again felt that Disney got the best of us.

I am not looking to "get" anything out of the deal but I do think that Disney should be aware of situations because of how bad we felt both times. This was the first time our family had ever stayed at a Disney property even though I have going to Disney regularly since I was a little girl. I can't say that it made us think that we would never stay at a Disney property again but it does make me think I may never stay at the CBR again even though I loved the feel of the place. I love everything about Disney but this left such a bad feeling about our vacation.

I guess I am just asking what is the right way to approach this and if anyone else has written a complaint letter after returning.

 

[mommie3]

I think since you had a package that you must of had the insurance too? I would call them to see if they could help you with the room charge.

Sorry I couldn't be more help

Marissa

 

[peachgirl]

I have written to WDW with a complaint once and I was very pleased with the results. I've also emailed concerning things that weren't complaints and again I always felt like they did what they should. If you feel you had problems that weren't taken care of properly, I'd suggest writing them.


Some suggestions on writing your letter...Be sure and include all your specific information. I'd include the name the reservation was under along with your confirmation number. While they should be able to find all your information from that, I'd still include name, address and telephone number. Make the letter as to the point as possible, but be specific with your complaints. Include anything that you thought was exceptionally positive as well. Don't rant, rave and threaten...just the facts and how they impacted your vacation. Just remember, as short as possible but as specific as possible.

There's nothing wrong with expecting to get what you think you should have. I'm not saying get something for nothing, but if you think you were overcharged, you should say so. Some people suggest telling them what you expect them to do for you. I didn't in my complaint, but my problem didn't "cost" me money. I only wrote them to make them aware of a problem. However, when they called they offered compensation anyway, and I gladly accepted!

When I wrote, I just emailed them through their website. I think that's the most effective way. You should get a confirmation that they recieved your email within 24 hours, but it could take several weeks to get an actual response. Every time I wrote them, I received a phone call, not a written response.

Here's the link:

http://studio.go.com/cgi-bin/gmail/generic_mail.cgi?template=disneyworld/form.tpl

On the options, I'd direct it to Walt Disney World Resort.

 

[breick]

Do it and do it right! Write a letter. Calmly state the facts and your feelings and how it affected your vacation and possibly future vacations. Include as many details as possible - names, numbers, amounts, times, etc. Attach copies of any info. Send the whole thing certified or registered mail. I did this and Disney made it right. Besides, you'll feel better if you do!

 

[Liv2CdWorld]

I'd like to add on to Peachgirl's comments. I too had written Disney regarding one of our stays. We had a problem at WL (which I love by the way). They had completely forgotten to deliver my son's b-day cake - even after 3 reminders. Anyhow, I had written Guest Services and CC'd the Manager of the WL.

Like Peachgirl, I had gotten a phone call in response.

Definately write Guest Services and I would also CC the manager of CBR.

Good luck!

 

[stacy6552]

you can email them at:

wdw.guest.communications@disneyworld.com

But you cannot send attachments to it. You can sedn mail to:

Walt Disney World
Guest Communications
POBox 10040
Lake Buena Vista, FL 32830-0040

 

[blessedby3]

I had tried to email WDW with the wdw.guest.communications web address earlier today and my email came back undeliverable. It said that WDW was upgrading their email and it could not be delivered. Just to let you know

 

[SuzyQue]

(almost a $500 difference in pricing)

How did this happen if you were already paying rack rate? ~~

 

[LadyTrampScamp&Angel]

A lot depends on how the vacation was booked - package which may or may not have included the flights, room only at Disney, was there travel insurance etc. Disney can impose change/cancellation fees, which is not uncommon in travel, so if the trip wasn't insured, or flights were not booked as part of the package, it could be that those fees are being charged. A bummer I know but it happens.

 

[jenanderson]

I have written a to the point letter which I sent to Disney.

Yes, we did have the trip insurance as part of our package. I am not sure how they came up with any of the figures at the time but it was almost $500 different from what I had been told on the phone.

One of the most bothersome parts of the problems was that the front desk lady continued to tell me there was no record of my call so there was nothing she could do. I showed her my notes, my cell phone display showing the call and she still continued to tell me that there was nothing she could do since she didn't have records that I called. She was not real nice about it and I felt she spoke rudely to me throughout as if I was putting her out by not showing up on my original day. I continued to thank her for helping me resolve this and never once felt I was rude to her. I personally believe that the least I was looking for was her thanking me for being patient as we worked to resolve the issue. I felt I did all of the right things by having the insurance, calling Disney as soon as I knew what happened, taking notes, etc. As I said, I was not even really looking for the money back but the CM was not even pleased about me adding another day to the trip. Overall, I just felt as if I were putting her out and annoying her.

 

[LadyTrampScamp&Angel]

Wow, in that case you really should have been covered for trip interruption and I hope you got that CM's name!

Sorry you had such a hassle.

 

[SuzyQue]

Why don't you just have them verify your story with the CM you talked to when you called after you got bumped? ~~

 

[jeannej]

Several years ago, my family and I had a bad expereince at the Poly. I sent my letter to the manager of the hotel and described in detail my problems, alos the dates of stay and room number.

I was pleased with the results.

jeannej

 

[Gillian]

Is there another contact for the insurance company? Maybe you have to file a claim with them? I think that's how it works, although I haven't had to do it myself.

Hope this works out!