jenanderson
DIS Veteran
- Joined
- Feb 7, 2003
- Messages
- 2,965
There seems to be a lot of bad comments on the board about service at Disney and I need to share this incredible service. I will try to be brief but the story has a lot to it.
<b>April</b> - Bumped on flight to Disney for Spring Break with family = free airfare for future trip.
<b>May</b> - Decided to book Poly Lagoon View Concierge with Silver add on package for December trip to celebrate 10th anniversary. 1st trip without kids in 8 years. Made 1st payment.
<b>June through August</b> - Made a payment every month to help pay off trip. Did not want big bill at Christams.
<b>August</b> - Modified reservation to add the winter discount package. Gave the code for the silver package. CM did not know how to modify our reservation and put me on hold several times and final came on and said everything was set. I questioned her price and made her go over her notes again because I was surprised at how big the discount was.
<b>September</b> - Began to work with the Poly concierge people to arrange all of the PS arrangements and to have them reserve Cirque Du Soleil tickets - all using our wishes (from the silver add on)
<b>September - November</b> - Called to confirm details and make another payment. Specifically went over the package details because I was confused by the wording on the sheets I would get detailing our trip.
<b>December</b> - Here's where it first goes VERY bad. I made the last payment at the end of November. This past weekend I got our final itinary in the mail that shows each item in the package and gives a bit more detail. I did not see anything that would describe the silver package. I called reservations and was told that I did have a package - I pushed the person more and kept going on about having her describe what the package included. Finally, discovered that it was just the winter package and there was NO silver add on package! I could not believe this because I had gone over this every single month! I almost started to cry. This was the dream trip for our anniversary that had been carefully planned and budgeted for to be able to afford an extravegant trip - I was now being told we would have to pay over $500 if we wanted to get the silver package added on. I explained to the lady - who felt awful herself - that we could not afford this with our trip only being 2 weeks away and Christmas the week after that! I asked her what we could do. She priced out changing it to Garden View/Silver Package/Concierge, Lagoon View/Silver Package/No Concierge, Lagoon View/Concierge/Cirque Du Soleil tickets/no package and more. I told her that I was just so sad about the whole thing that I needed to talk with my husband and we would call back. I thanked her for her consideration and help. My husband and I decided we would change to garden view and pay the extra $200 and some to have our silver package. Here's where it goes VERY RIGHT! This Monday (2 days later), I got home from work and there was a message on my machine asking me to please call Disney (a name and number was given). On Tuesday morning I called and the lady told me that she was told about our situation, investigated everything and wanted to tell me she was sorry for the misunderstanding that had occurred. She wanted to let me know she could see that it had been cancelled by a mistake on their part. She told me that she wanted us to know that she had put the silver package back on our vacation AT NO COST TO US! At this point, I did start to cry! I told her that a lot of it was my fault. I did not specifically see the silver add package on the sheets after the change in August but I had thought the package part was the silver plan. I told her my husband and I were willing to change our plans to the garden view and pay some more but we just couldn't afford over $500. She told me that there was no way we would pay any more and she wanted to be sure we had the perfect anniversary and a Merry Christmas!
There were a lot more details to all of this but the point is - there is Disney magic and we have experienced it. Disney did not need to take on the expense of our package and she kept saying how sorry she was that they made the mistake! Just thought I should share! We know leave in 12 days to have the anniversary trip that we dreamed about and planned for!
<b>April</b> - Bumped on flight to Disney for Spring Break with family = free airfare for future trip.
<b>May</b> - Decided to book Poly Lagoon View Concierge with Silver add on package for December trip to celebrate 10th anniversary. 1st trip without kids in 8 years. Made 1st payment.
<b>June through August</b> - Made a payment every month to help pay off trip. Did not want big bill at Christams.
<b>August</b> - Modified reservation to add the winter discount package. Gave the code for the silver package. CM did not know how to modify our reservation and put me on hold several times and final came on and said everything was set. I questioned her price and made her go over her notes again because I was surprised at how big the discount was.
<b>September</b> - Began to work with the Poly concierge people to arrange all of the PS arrangements and to have them reserve Cirque Du Soleil tickets - all using our wishes (from the silver add on)
<b>September - November</b> - Called to confirm details and make another payment. Specifically went over the package details because I was confused by the wording on the sheets I would get detailing our trip.
<b>December</b> - Here's where it first goes VERY bad. I made the last payment at the end of November. This past weekend I got our final itinary in the mail that shows each item in the package and gives a bit more detail. I did not see anything that would describe the silver package. I called reservations and was told that I did have a package - I pushed the person more and kept going on about having her describe what the package included. Finally, discovered that it was just the winter package and there was NO silver add on package! I could not believe this because I had gone over this every single month! I almost started to cry. This was the dream trip for our anniversary that had been carefully planned and budgeted for to be able to afford an extravegant trip - I was now being told we would have to pay over $500 if we wanted to get the silver package added on. I explained to the lady - who felt awful herself - that we could not afford this with our trip only being 2 weeks away and Christmas the week after that! I asked her what we could do. She priced out changing it to Garden View/Silver Package/Concierge, Lagoon View/Silver Package/No Concierge, Lagoon View/Concierge/Cirque Du Soleil tickets/no package and more. I told her that I was just so sad about the whole thing that I needed to talk with my husband and we would call back. I thanked her for her consideration and help. My husband and I decided we would change to garden view and pay the extra $200 and some to have our silver package. Here's where it goes VERY RIGHT! This Monday (2 days later), I got home from work and there was a message on my machine asking me to please call Disney (a name and number was given). On Tuesday morning I called and the lady told me that she was told about our situation, investigated everything and wanted to tell me she was sorry for the misunderstanding that had occurred. She wanted to let me know she could see that it had been cancelled by a mistake on their part. She told me that she wanted us to know that she had put the silver package back on our vacation AT NO COST TO US! At this point, I did start to cry! I told her that a lot of it was my fault. I did not specifically see the silver add package on the sheets after the change in August but I had thought the package part was the silver plan. I told her my husband and I were willing to change our plans to the garden view and pay some more but we just couldn't afford over $500. She told me that there was no way we would pay any more and she wanted to be sure we had the perfect anniversary and a Merry Christmas!
There were a lot more details to all of this but the point is - there is Disney magic and we have experienced it. Disney did not need to take on the expense of our package and she kept saying how sorry she was that they made the mistake! Just thought I should share! We know leave in 12 days to have the anniversary trip that we dreamed about and planned for!
