Keep an eye on your reservations

[Aidens Daddy]

A warning to keep an eye out on your reservations. On November 12, 2015 a made a reservation for mid January. On January 11, 2016 I logged into my account to verify my fast passes and discovered that my reservation was missing. I did a live chat and was told to call reservations. Reservations verified my information and found my reservation with my confirmation number. To my dismay, I was told it was cancelled and that it was cancelled January 9, 2016 at 10:35pm. So I asked who cancelled the reservation and I was told that I did. I explained to the representative that I did not cancel it and asked to have the reservation reinstated.

She advised me that since the room was no longer available that my only option was to rebook at the current rate and that was $544.12 for the next cheapest room. That amount is almost double what I paid for the existing reservation. I was then forwarded to her supervisor where the same information/process was repeated again. I was then passed off to a third individual where the process repeated itself. At this point I was on the phone for over an hour and was not getting a resolution. The fact that someone else was able to cancel my reservation was a non-issue was extremely bothersome.

I asked repeatedly for a solution, which is placing me on property at the rate I paid for back in November as I now have no place to stay when I arrive in Orlando this weekend. I have been planning this trip for months and this experience is not what I expected from Disney, especially when other people are able to cancel reservations without the person who booked and paid for the room even knowing what was happening. I didn't even received a notification that my reservation was cancelled. So please keep an eye on your reservations. At this point I feel pretty helpless with a trip less than a week away. Does anybody have any experience reaching the higher ups at Disney?

 

[Mousemommy1]

Is there any chance that you accidentally cancelled your reservation when in MDE? That button is too close for comfort IMHO.

 

[outahere]

Not sure if they can help, but I think the Guest Relations number is 407-824-4321. I have found that Guest Relations Cast Members have more "power" than the mere mortals at the reservations center.

 

[Luv2Run]

Out of curiosity, when your reservation was cancelled, did they refund what you paid on it? That would have been my first clue that something was awry. Unless you had a R/O reservation...

I'm assuming the cancellation was done online, since there's now the Cancel Reservation functionality built right into their website. If that's the case, then you might want to change your password. Sounds like you got hacked.

 

[Aidens Daddy]

Is there any chance that you accidentally cancelled your reservation when in MDE? That button is too close for comfort IMHO.

I had not been on DME or even the disney website since I booked my fast passes which was weeks prior.

 

[Aidens Daddy]

Not sure if they can help, but I think the Guest Relations number is 407-824-4321. I have found that Guest Relations Cast Members have more "power" than the mere mortals at the reservations center.

I will try them. Thanks for the number.

 

[Aidens Daddy]

Out of curiosity, when your reservation was cancelled, did they refund what you paid on it? That would have been my first clue that something was awry. Unless you had a R/O reservation...

I'm assuming the cancellation was done online, since there's now the Cancel Reservation functionality built right into their website. If that's the case, then you might want to change your password. Sounds like you got hacked.

It is/was a R/O reservation. I changed my password as soon as they told me on the phone that it was done online.

 

[Mousemommy1]

It is/was a R/O reservation. I changed my password as soon as they told me on the phone that it was done online.

But they still would have had to refund your deposit (1 nights stay), right? So, did that happen?

 

[AngiTN]

There are no confirmations sent in relation to a cancel reservation.

I can't imagine how someone else did it either. Even if they did it on the phone they are very good about going through several steps to verify you are you and you own the reservation before they cancel it.

I also can't imagine that someone would hack your MDE account and just cancel your reservation and do nothing else.

Did you get the refund?

I hope they can find resolution for you

 

[Amanda999]

Hi - any chance you had 2 (or more) rooms booked? Perhaps for you and a 2nd for a family member or friend? If so, perhaps you inadvertently booked both rooms with you as the lead guest? If so that could explain it: Disney doesn't permit 1 person to the be lead guest on 2 or more rooms for the same day (or dates). The computer can (sometimes, but not always I'm sure) cancel out 1 or both rooms after awhile (before arrival of course). Just a thought (that happened to me!)

 

[Aidens Daddy]

From what I am being told now. I am being refunded what I paid in November, and my only option is to rebook at current rates. That is not a solution. This for a single handicap room.

 

[Music City Mama]

There are no confirmations sent in relation to a cancel reservation.

So, they send confirmation emails when you cancel an ADR, but not when you cancel an actual resort reservation? That's crazy!

 

[Aidens Daddy]

If I would have gotten an email cancelling my reservation, I would have been on the phone faster than the flash!

 

[AngiTN]

So, they send confirmation emails when you cancel an ADR, but not when you cancel an actual resort reservation? That's crazy!

They don't do those anymore either.

 

[Music City Mama]

From what I am being told now. I am being refunded what I paid in November, and my only option is to rebook at current rates. That is not a solution. This for a single handicap room.

Oh no, I'm sorry to hear that.

If I would have gotten an email cancelling my reservation, I would have been on the phone faster than the flash!

I'll bet!

They don't do those anymore either.

I just got one 2 days ago. Subject line of email:

Your Reservation has been Canceled!

 

[barbaraann]

I have gotten emails for cancelled ADR's.

I am constantly checking and rechecking everything on MDE daily. I guess I don't really totally trust anything done online.

 

[AngiTN]

I guess everyone doesn't because I never get them now. I cancelled a ton 2 weeks ago. There are posts at the Restaurant board of folks not getting them now too.

I get the confirmation emails but haven't gotten cancellation ones in over a year

 

[JasonMouse]

Cancel must be a recently added feature when booking directly with Disney. You used to have to call to cancel or modify. You can try Orbitz, sometimes they have more availability, but it sure is a horrible situation if you did not cancel.

 

[AngiTN]

Cancel must be a recently added feature when booking directly with Disney. You used to have to call to cancel or modify. You can try Orbitz, sometimes they have more availability, but it sure is a horrible situation if you did not cancel.

Added sometime prior to May 2015 (my first trip that had the feature)

 

[Music City Mama]

I guess everyone doesn't because I never get them now. I cancelled a ton 2 weeks ago. There are posts at the Restaurant board of folks not getting them now too.

I get the confirmation emails but haven't gotten cancellation ones in over a year

Hmmmm, interesting... I've never not gotten one when I've canceled -- and like I said, the most recent one was just 2 days ago. Oddly enough, I had canceled this particular ADR because I found a better time an hour later. I was really surprised I wasn't prompted to cancel the first one before making the second/replacement. I canceled it afterwards. That was actually a new one on me.

Sorry to go off-topic on your thread, OP. I agree with the poster above that you may want to check a third-party site such as Orbitz.