Official Response re: HB vouchers and your opinion needed please - Updated -08/04/09

[jillrobinson]

I contacted DLP's customer service dept, for clarification on the HB standard vouchers and here is the reply:

Thank you for contacting Disneyland Resort Paris. I am pleased to inform that it is possible to use more that one half board voucher per person for the payment of your meal in most of the buffet and table service restaurants (except Rainforest Cafe, Planet Hollywood, King Ludwig Castle and Mc Donald's). However, no refund is given if the total i less than the value of the voucher.

Exactly as I thought, but during our recent trip and because of the lost day due to the cancelled flight I visited City Hall on Friday and asked if I could use 2 vouchers/person towards BBWWS and was told No, I could use 1 voucher and pay the extra.
On Sunday I asked the same question at City Hall but regarding the Blue Lagoon and from another CM got the same answer as above. Having paid seperately for LN which incidently was dire, there was no way I was going to book a more expensive restaurant and pay extra when I had vouchers, which supposedly could be used at face value, I'd have been happy to use 2 vouchers/person/meal and pay the extra though or to lose out on a few pounds if I overpaid. I even explained to the CM that these vouchers would be wasted because there was no way we could fit another meal in and was he absolutely sure !
I went to City Hall because as an information centre I assumed they would have the right answers, obviously not, but as a guest and without proof although I thought I was correct it wasn't upto me to argue the point. So instead we ate at the restaurants that were fully covered and I came home with £45 worth of useless vouchers - should I complain ?

 

[britchic4]

Yes I think you should definitely complain, although unless you took names of CMs in City Hall I guess they are just going to have to take your word for it to a certain extent. If they are going to have a dining plan with a healthy take-up, members of staff in the relevant areas - ie, restaurants and customer services, which is City Hall, need to know the correct procedure. I realise it isn't their fault that you missed a day, but they need to all be singing from the same songsheet.

 

[DLPdaft]

Yes, I would complain.

You now have 2 lots of conflicting advice from DLRP, and one of them is in writing.
In your complaint, I would mention what you had been told while you were at DLRP, and give the dates and times (as near as you can) and where you were given this information (ie City Hall etc).

I find going down the "disappointed DLRP fan of Nottingham" line works better, and is seen as a more objective complaint, than going down the "angry and disenchanted demanding DLRP goer of Nottingham" route .

Include a copy of your email reply as well, when you complain.

 

[mommy2ash]

i would definately complain. that is one thing i do think dlrp really need to improve on. its cm really arent in the loop. they need more training in many areas and because they dont it cost you money.

 

[Cyrano]

I would definitely complain

 

[jillrobinson]

Thanks for your input folks
In all fairness I don't hold the Cast Members accountable for the incorrect information, but there is a definate breakdown in communication or lack of training somewhere along the line.
I agree totally with the "disappointed" approach Elaine
If nothing else a note from me might ensure that in future other guests are given the right info.

 

[scottishgirl87]

I would definitely complain but like you said it most likely wasn't the CM's fault.

I would maybe even suggest that at the very least you be able to use the vouchers on a future visit. Although I don't know how that would work but it would at least be fair (assuming you are planning to go back at some point in the future), or even that you be refunded for the money lost/be able to use it as credit towards a future DLRP trip!

 

[Ware Bears]

I would complain too. Good luck.

 

[jillrobinson]

Thank you for your correspondence concerning your recent visit to Disneyland® Resort Paris.

Throughout Disneyland Resort Paris, the teams strive to offer a warm welcome to all our guests at all times, and our wish is for each guest to pass a magical moment in our company. Bearing this in mind, I sincerely regret that we did not meet all of your expectations on this occasion.

Indeed I was sorry to learn of the misunderstandings that seemed to have occurred regarding the use of your Half Board Standard vouchers. I can confirm that our guests are able to use more than one voucher per person in majority of the resort restaurants. I would however like to clarify that this is not possible for Buffalo Bill's Wild West Show.

Please rest assured that your comments and concerns in this matter have been passed on to the relevant departments and management here at the resort for internal review and for use when planning future training and retraining for our Cast Members.

We would like to offer a refund of the unused Half Board vouchers as a exceptional gesture of goodwill. In order for me to proceed with the refund, I would kindly ask that you send me the unused vouchers at your earliest conveniece to the following address:

Disneyland® Resort Paris
Guest Communication
B.P. 100
77777 Serris Cedex 4
FRANCE

I would also ask that you complete and return the attached form with the vouchers.

I hope that, despite the mentioned concerns, you and your family enjoyed your overall visit to the resort and left with some fond memories of your time with us.

Please be assured that Disneyland® Resort Paris appreciates the time you have taken to inform us of your experiences and we hope to soon have the opportunity to welcome you once more to the resort.

As you can imagine I am more than pleased with the offer of a refund, DLP wasn't in any way responsible for me having the extra vouchers in the first place.
Customer service at it's best

 

[BRobson]

Excellent result Jill

 

[thelittlemermaid83]

Great response Jill

 

[cap'njack.]

Great result Jill

Glad to see DLRP offering the sort of Customer Service we all expect from Disney too!

 

[britchic4]

That's a great result Jill.

 

[mommy2ash]

thats great. at least they put it right for you

 

[torres_fan]

Thats what I like to see. Well done!

 

[scampbunny]

excellent result!!!! nice to see they can come through - and think thats a great response!!

at least we all know that we can use the vouchers now!!!

 

[poppie123]

Great result

 

[jillrobinson]

I took Elaine's advice and followed the "disappointed line", also might have mentioned that I am a frequent visitor/shareholder and that as a manager myself, how dismayed I would be if I found our clients were given incorrect information by my staff.

For whatever reason, anyway, I'm delighted and it's £45 in the pot to start the ball rolling for our next trip.

PS I've been able to claim a little back for missed departure too from our travel insurance, 17 hours and 5 mins we were delayed, if it had been 18 hours the amount would've doubled - isn't that just typical ? but every little helps so that'll go in the pot as well.

Still would've rathered had that extra time at DLP though.

 

[eeyorefanuk]

Good News!

 

[tennisfan]

Great result Jill