Placeholder reservation messed up by Disney now they want me to call to pay them.

[PaulyShore]

Made 2 placeholder reservations about 3 weeks ago onboard the Wonder. Got notification by my credit card for $500 and on the app, it says processing. After 2 days of processing, i chatted with guest services on the cruise app who told me it would take 3 to 5 business days to get the email with the placeholder numbers.
After a week without receiving the email, I saw on the Facebook group for the cruise alot of people had the same problem.
I called Disney cruise but the hold time was ridiculous, so I emailed them.
Took almost 10 days to get a reply. Disney tells me only 1 of the placeholder was charged but here are the reservation numbers for both Please call to pay for the 2nd placeholder or it will be cancelled.
I'm just pissed about this. It wouldn't be a problem if the phone lines aren't crazy busy. I tried calling 2 days in a row and Disney just tells me they are too busy to take my call and hangs up.
I emailed Disney back that this is ridiculous, and to figure out another way for me pay them the $250.
I'm still waiting for their reply. Anybody else experience this? Any solution to resolve this error by Disney Cruise?

 

[lorimay]

Yes, it happened to us last month.
I called right at 8am and was done by 8:07.

 

[Budzooka]

This doesn’t help OP, but is this something a travel agent would take care of for you? Just wondering for future reference.

 

[PaulyShore]

This doesn’t help OP, but is this something a travel agent would take care of for you? Just wondering for future reference.

I usually book thru Costco. When you call to connect to book Disney, the automated reply is Disney is too busy and Costco will not talk to them due to the long hold times.

 

[Budzooka]

I usually book thru Costco. When you call to connect to book Disney, the automated reply is Disney is too busy and Costco will not talk to them due to the long hold times.

Which is one of the reasons I don’t use Costco anymore. Great discount, but huge PITA. I need an agent that will handle situations like this.

 

[meremac]

I usually book thru Costco. When you call to connect to book Disney, the automated reply is Disney is too busy and Costco will not talk to them due to the long hold times.

Wait, so your Costco TA won't call Disney if you need them to? How do you get issues resolved then? If you book with a TA, suppliers will only talk to that TA and not the guest, so the TA would HAVE to call or else what...they just don't fix problems?? That is insane! Part of being a TA is willingness to wait on hold for however long as it takes to talk to someone on behalf of our clients. It's literally part of what we're being paid for.

 

[Kwami]

This doesn’t help OP, but is this something a travel agent would take care of for you? Just wondering for future reference.

I had the same problem back in September and my TA fixed it for me.

 

[happycamper47]

Wait, so your Costco TA won't call Disney if you need them to? How do you get issues resolved then? If you book with a TA, suppliers will only talk to that TA and not the guest, so the TA would HAVE to call or else what...they just don't fix problems?? That is insane! Part of being a TA is willingness to wait on hold for however long as it takes to talk to someone on behalf of our clients. It's literally part of what we're being paid for.

My thoughts exactly. Our TA has never balked. He made a DCL ressie about 2 weeks ago and said he only had to wait about 20 minutes.

 

[PaulyShore]

Wait, so your Costco TA won't call Disney if you need them to? How do you get issues resolved then? If you book with a TA, suppliers will only talk to that TA and not the guest, so the TA would HAVE to call or else what...they just don't fix problems?? That is insane! Part of being a TA is willingness to wait on hold for however long as it takes to talk to someone on behalf of our clients. It's literally part of what we're being paid for.

I called Costco Travel, choosing to book a Disney cruise. Costco' automated reply after picking cruises is "we are unable to talk to Disney cruise by phone and have limited ability to connect to their system and we are sorry for the inconvenience."
Is there another way for me to contact Costco Travel? Email? We are not ready to book a cruise yet just want to pay for the 2nd placeholder that Disney Cruise messed up.

 

[FigmentSpark]

I had a similar problem and I use Costco. Now, this was at the end of March, but the Costco rep told me to call back in the morning, which I did. It took an hour for her to get through to DCL, but she did. She warned me that she wasn't coming back on the phone with me until it was done, because DCL was notorious for dropping calls if you aren't waiting right there with them. So, forewarned, I went on with my day and sure enough, she came back on and it was done. Still waiting for that email, but, like you, I have the email from DCL with the res #, so hopefully all is well.

It's looking, to me, like booking 2 rooms is the problem. They had to put one in my DH's name, but the on-board app doesn't ever ask you whose names to put on the res, so I'm guessing it only books one and can't book the other because the name would be the same.

 

[PaulyShore]

I had a similar problem and I use Costco. Now, this was at the end of March, but the Costco rep told me to call back in the morning, which I did. It took an hour for her to get through to DCL, but she did. She warned me that she wasn't coming back on the phone with me until it was done, because DCL was notorious for dropping calls if you aren't waiting right there with them. So, forewarned, I went on with my day and sure enough, she came back on and it was done. Still waiting for that email, but, like you, I have the email from DCL with the res #, so hopefully all is well.

It's looking, to me, like booking 2 rooms is the problem. They had to put one in my DH's name, but the on-board app doesn't ever ask you whose names to put on the res, so I'm guessing it only books one and can't book the other because the name would be the same.

You are right about what might have caused the glitch in booking the placeholders. The second one was in my wife's name when I checked the email.
I emailed Disney Cruise back asking if there is a way to pay without resorting to calling. I'll wait another week or see to see what they can do.

 

[lanejudy]

I emailed Disney Cruise back asking if there is a way to pay without resorting to calling.

Didn't you say your credit card was already charged $500? If so, I'd get documentation from the credit card company and forward that to DCL -- not sure if you can do it by chat or maybe by email.