ok now what?

[mom2cookies]

ok here it is ( it'll be long)

On Dec 12, 2010 i made a MYW ( free dining) for 3 adults and 1 17 yr old. I was given a price of $1714.02 on the phone ok. Checked out the price we had gotten online and it was higher. So i called back to see why the price difference. Turns out the CM neglected to take off the insurance. ok Got that straightened out. New price given $1411.00. We put down the required $200 deposite which brings us to a total price of $1211.00.
We get the confirmation email and print it out on Jan 4,2011. With all four names and the above 3 price/ payment history.

No other emails or notations received in my email

Fast forward to March 15, 2011. I call to make a payment of $350.00 which brings a total payments to $550. The CM says we have a balance of $1109.70. ok I wasn't going to double check the math right then.

Well, today i do. 1411 - 550 = 861 NOT 1109.70. OK time to drag up the reservation information on line. There the price of the package is $1659.70.

So i call and explain and say you know what's up? Oh well, the CM on March 15th added the tickets for the child on that day. WHAAAAAAAAAAAAAAAT!?!?!?!
ME: what are you talking about? That doesn't make sense. why were the tickets taken off the first place? I never asked for them to be taken off.
CM : well the CM on the 15 put them back on. And that is why the price is highter
ME: I don't understand why they were taken off?
CM: the CM explained all that to you when you paid to put them back on.
ME: ( my voice shaking at this point) NO, i called on the 15th to make a payment on the $1211 balance. I was NOT explained or told ANYTHING about the tickets taken off.
CM: well you have to have tickets for the child. You can't take someone to WDW and not have tickets for them.
ME: I know that! ( thinking hello MYW package everyone on the res. has to have tickets)
CM: well, when you made the alterations to the package and added the child you didn't pay for the tickets.
ME: what alterations? I had four people on the reservation when i made it!
CM: well, when you had the insurance taken off the tickets were dropped.
ME: why did you take off the tickets? i didn't ask nor was i told the tickets were taken off. I am basing my vacation cost on the email confirmation total.
CM: well, we didn't do anything. That just sometimes happens.
ME: i think i should have gotten some kind of email or notification at some point.
CM: well ( yeah she said this alot), there isn't anything i can do to modify this reservation. ( getting very *****y at this point).
ME: can i talk to someone else please.
CM: very chipper. Yes of course,i will connect you with our costumer service.
THis is M**** she will be taking over this call. Have a great day and thanks for calling Walt DIsney World.

OK new CM
ME: explained the whole thing all over. Ending with saying i didn't think we should have to pay for THEIR mistake!
CS CM : asked if all four were on original. Can't do anything until seeing the original email confirmation. FAX it over.
ME: i don't have a fax. Can i send it tmrw. YEs will be there the next 5 days.

SOOOOOOOOOO. what do i say when she calls me back after getting the fax?
am i wrong?
I am a very very non-confrontational person. I need some ammo/ backbone support.

 

[SweetPeasMom2]

What does your email confirmation say?

 

[mom2cookies]

on 12/16 it says for $1411 ( only has 3 girls so i was wrong the 4th wasn't on original) BUT on 1/4 it still says $1411. ( with all 4)

 

[SandrA9810]

Wow. I remember when there was a time that the CMs on the phone were smarter than guests. Of course as time went on, they don't seem to know anything anymore. I always wind up calling back 2-3 times to finally get some one smart enough.

What I don't get is referring to the "child" did they add a second kid to the package?? In terms of park tickets, you would have 4 adult tickets, now on the room, you'd have 3 adults and 1 child. For the dining package, it would also be seen as 4 adults.

When is the 17 yr old's birthday? Of course the only price jump I could see happening is in the room, since you have to pay additional for each adult after the first 2. Something like, $25 per night. This still isn't adding up though.

 

[marie1203]

I don't think you are wrong. If they made a mistake they should be able to fix it. If it wasn't your fault you shouldn't have to pay for it. If the email says what you say then I am sure then will have to adjust the rate.

 

[mom2cookies]

When is the 17 yr old's birthday? Of course the only price jump I could see happening is in the room, since you have to pay additional for each adult after the first 2. Something like, $25 per night. This still isn't adding up though.[/QUOTE]

she is actually 16 now, but her birthday is next month. I think they forgot to add her in the price when i added her to the package. When you add someone to your package, they have to get the same as everyone else. Right? isn't that automatic?

 

[Bren's Mom]

FYI...since you don't have a fax, I would go to the nearest Kinko's/Office Max/Staples and pay them the couple of dollars it will cost to fax it. Or ask a friend with a scanner/copier/fax to either fax it for you OR to scan it and then e-mail you the PDF so you can forward that to CS. That way they will have it TODAY. It sounded from your post like you will mail it? That seems like it will take too long to get sorted out.

 

[SandrA9810]

No, I think she did fax it, just couldn't do it immediately. And the CM said it would take a few days to review and come to a conclusion before calling back.

It sounds like the CM knew they screwed up on their end, and is gonna have to figure out what to do to fix the problem they created.

And yes, anytime a person is put on a package over the phone, prior to arrival, they will have the same exact thing as every one else. The only way to avoid this, is to add the person at check in to the room. You would still have to pay the additional adult fee if over 18, but they would not receive dining or park tickets. The front desk can not do that.

I had to do that when I took my brother. Since I had the dining package added to the room, and he was on a feeding tube (so no need for food), I added him at check in to avoid him being on the dining plan.

 

[Marionnette]

ok here it is ( it'll be long)

On Dec 12, 2010 i made a MYW ( free dining) for 3 adults and 1 17 yr old. I was given a price of $1714.02 on the phone ok. Checked out the price we had gotten online and it was higher. So i called back to see why the price difference. Turns out the CM neglected to take off the insurance. ok Got that straightened out. New price given $1411.00. We put down the required $200 deposite which brings us to a total price of $1211.00.
We get the confirmation email and print it out on Jan 4,2011. With all four names and the above 3 price/ payment history.

No other emails or notations received in my email

Fast forward to March 15, 2011. I call to make a payment of $350.00 which brings a total payments to $550. The CM says we have a balance of $1109.70. ok I wasn't going to double check the math right then.

Well, today i do. 1411 - 550 = 861 NOT 1109.70. OK time to drag up the reservation information on line. There the price of the package is $1659.70.

So i call and explain and say you know what's up? Oh well, the CM on March 15th added the tickets for the child on that day. WHAAAAAAAAAAAAAAAT!?!?!?!
ME: what are you talking about? That doesn't make sense. why were the tickets taken off the first place? I never asked for them to be taken off.
CM : well the CM on the 15 put them back on. And that is why the price is highter
ME: I don't understand why they were taken off?
CM: the CM explained all that to you when you paid to put them back on.
ME: ( my voice shaking at this point) NO, i called on the 15th to make a payment on the $1211 balance. I was NOT explained or told ANYTHING about the tickets taken off.
CM: well you have to have tickets for the child. You can't take someone to WDW and not have tickets for them.
ME: I know that! ( thinking hello MYW package everyone on the res. has to have tickets)
CM: well, when you made the alterations to the package and added the child you didn't pay for the tickets.
ME: what alterations? I had four people on the reservation when i made it!
CM: well, when you had the insurance taken off the tickets were dropped.
ME: why did you take off the tickets? i didn't ask nor was i told the tickets were taken off. I am basing my vacation cost on the email confirmation total.
CM: well, we didn't do anything. That just sometimes happens.
ME: i think i should have gotten some kind of email or notification at some point.
CM: well ( yeah she said this alot), there isn't anything i can do to modify this reservation. ( getting very *****y at this point).
ME: can i talk to someone else please.
CM: very chipper. Yes of course,i will connect you with our costumer service.
THis is M**** she will be taking over this call. Have a great day and thanks for calling Walt DIsney World.

OK new CM
ME: explained the whole thing all over. Ending with saying i didn't think we should have to pay for THEIR mistake!
CS CM : asked if all four were on original. Can't do anything until seeing the original email confirmation. FAX it over.
ME: i don't have a fax. Can i send it tmrw. YEs will be there the next 5 days.

SOOOOOOOOOO. what do i say when she calls me back after getting the fax?
am i wrong?
I am a very very non-confrontational person. I need some ammo/ backbone support.

I'm confused. At what point did you add your daughter to the reservation? From your op, it appears as if she was always on the it? But then your confirmation emails don't reflect that?

• 12/17 - 3 names
• 1/4 - 4 names/same price ?
• 3/24(online) - 4 names/higher price

Do I understand this correctly? If that's so, you do have something to beef about. I would be upset if I was quoted a price, had it in writing and then was told something else later. I'm guessing that you didn't catch the fact that a name was omitted from the original confirmation email until just now? The best you can do at this point is to send all the emails to CRO and ask them to honor the quoted price. However, I think I recall seeing somewhere that all reservations state that prices are not guaranteed until the package is paid in full (read the terms of service). I'm not saying that Disney will hold fast to this, but don't be surprised if they do. It's to protect them from major internet glitches or huge mistakes by cast members.

I hope that it works out for you. A suitable compromise might be for you and Disney to split the cost of the difference if they don't comp you the entire difference.


ETA: Link to the Terms & Conditions for Disney World packages for 2011
http://adisneyworld.disney.go.com/media/ibc/DisneyWorldIBC/IBC/popups/popup_terms.html

All prices are in U.S. dollars and are subject to change until package is paid in full. After package is paid in full, package price is subject to change due to imposition of taxes or other charges of governmental authorities. If air transportation is included in the package, the airfare is not guaranteed until paid in full and the tickets are issued.

 

[stacieps]

on 12/16 it says for $1411 ( only has 3 girls so i was wrong the 4th wasn't on original) BUT on 1/4 it still says $1411. ( with all 4)

I'm confused by this---if the price didn't change when you added someone (and you have to have tickets with the package), didn't you wonder why at the time?

 

[mom2cookies]

i only look at the latest confirmations, as i expect that to have the most up to date price and payments information.

Marionette, you are correct.

If the CM after getting the FAX says the higher price stands ( for whatever reason) i will just do what i have to do. I am not a fighter. Also, i'm not asking not to pay any of it. I just feel i shouldn't have to pay more than the price given after all 4 names appear on the confirmation email. I will compromise and pay half if that is what they ask.

 

[mom2cookies]

Just wanted to update to those who posted. I didn't pursue it any more after sending the fax and.....

The Guest Services CM called today and said they would honor the $1412 price and she adjusted the reservation/invoice accordingly. Thanks for caring. :0)

 

[TheRatPack]

WOW, congrats. It's kind of confusing....but when your original ressie was booked you only had 3 people on it. Then when you called back to take away the insurance it looks like they took away something else...insurance isn't that much is it? Anyhow, glad it all worked out....and glad you got a CM that could see the situation clearly and make an informed decision on the price for you Enjoy that vacation!!!

 

[mom2cookies]

insurance is $200