Reservation Change Policy

[ColoradoDisney]

Warning, this is bit of a rant.

While on our must recent visit to WDW (last week of March 2014), decided to attempt a last minute dining reservation at EPCOT. It was about 10 AM and we were touring MK. I started to look for a sit down restaurant in EPCOT for that same evening. I used the handy Disney Magic Experience App on my iPhone. It is slightly annoying that you can't search a park or resort, you have to search each individual restaurant. After searching through a half dozen EPCOT locations with no luck, I finally found a 4 PM reservation at Land Restaurant (can't remember the name, the slowly revolving one) and I booked it. I communicated this to the other members of the party and they thought it was too early, so i continued to search. I found another option at the Chef de France for 5:40. I immediately grabbed it. I went back into the app and tried to cancel the Land reservation The app just kept erroring, so I call Disney dining.

Once I spoke to a Disney Dining reservation agent, I received a lecture on the cancellation policy. I told her that I was just changing to a different location. She asked he why I had not read the complete terms of conditions when I booked on line. I told her I was standing in line for ride at MK and reading small print on an iPhone was not exactly easy. After my firm refusal to pay the cancellation fee (I think it was $10 per person for a total $60), she got a manager on the phone (10 minute wait for the manager). They acted like they did me a huge favor. I thanked them and moved on, so I could enjoy the day.

I am completely annoyed by this. I just spent thousands of dollars on vacation at WDW and they want to charge me a fee to change my dinner reservation. That is a complete joke. I understand a no show fee but charging to change is inappropriate.

Thanks for reading.... i needed to vent and warn others.

 

[bangzoom6877]

I agree with you. I don't think they should charge for changing an ADR to a different restaurant or a different time. I completely understand no shows as well, since this was a huge problem before, when people would book multiple locations with different cell phone numbers and names of people in their party, "just in case", then not show up after other walk-ins were turned away. I don't think they should charge if you even call to cancel. Things sometimes happen last minute and you can't always cancel in the allotted time, but if you actually call to cancel or cancel online then you shouldn't be charged. This of course is my opinion and I'm sure if Disney was more lenient like that, there would be a lot of people that take advantage of it and cancel 30 minutes before. Still, at least that would allow for walk-ups to be seated if a table "magically" gets cancelled at the last minute.

Unfortunately, there are those who weren't following the rules and we're instead booking multiple ADRs at the same time with different cell phone numbers. Those people ruined it for the rest of us who always try to do the right thing.

 

[UncleMike101]

Unfortunately, there are those who weren't following the rules and we're instead booking multiple ADRs at the same time with different cell phone numbers. Those people ruined it for the rest of us who always try to do the right thing.

Yup....
The self centered few who think they're being "cute" by circumventing the rules cause the rest of us who try to obey them to be viewed as suspect even if we make an innocent mistake.

 

[keys2kingdom]

They acted like they did me a huge favor.

They did. Everyone has spent thousands of dollars on their vacation, that doesn't mean they are exempt from the rules. You're not special and neither am I. I hate the new rule too but it's time to adjust and move on instead of throwing a fit. You booked it, you're stuck with it. You shouldn't have given that Cast Member a hard time.

 

[TheRustyScupper]

. . . I am completely annoyed by this. I just spent thousands of dollars on vacation at WDW and they want to charge me a fee to change my dinner reservation. That is a complete joke. I understand a no show fee but charging to change is inappropriate . . .

{FLAME PROOF CAPE FROM DRAWER TO SHOULDERS}
1) Sorry, but if you read the rules, you would have known about the cancellation policy.
2) It is not WDW's fault you used a phone and/or phone-app and couldn't read the print.
3) One could only assume you had other ADR's during the trip, so the policy was viewed previously by you.
4) And, by the way, the manager did do a favor for you.
5) We would not have done so.
6) Canceling an ADR reduces WDW's ability to sell seats and is discourteous to other diners.
{FLAME PROOF SUIT BACK TO DRAWER}

 

[minnie mum]

Sorry, OP, but I agree with some of the other PPs. Cancelling that ADR the same day meant you were subject to the penalty. So that manager was absolutely doing you a favour. Next time perhaps you should consult the rest of your party BEFORE you make that reservation, not after. And we all pay thousands of dollars for our vacation- you aren't that special. But most of us take the time to understand those Disney policies most likely to affect us in order to avoid problems just like the one you faced. You don't have to like them. Just follow them.

 

[cigar95]

I don't think they should charge for changing an ADR to a different restaurant or a different time.

If the change is made over the phone, there will typically be no charge. The right strategy in the scenario here would have been to call to make the second reservation while cancelling the first in the same call. (But nothing is "guaranteed" along these lines.)

 

[mom2AidanAndEli]

There's a rule. You broke the rule. They were nice and made an exception for you so you didn't have to pay the fee associated with said rule. And then you complain that they did you a favor.

 

[LilyWDW]

You knew the policy. So you can't use the excuse of "But I couldn't read it because I am on my phone". I mean, you had other ADRs I would guess so you would have known the policy from those. You just didn't expect the policy to be followed for your specific situation.

If you don't like the policy, then don't make ADRs. Eat off site or try to walk up.

If you want to make ADRs, then expect to be held to the policy you AGREE to when you make them.

They did you a favor and didn't charge you.

 

[ColoradoDisney]

I am a bit surprised by several of the comments that seem to be defending Disney's policy and implying that I am "lucky" they were willing to forgive my failing. Disney's cancellation policy is based on a business decision. The Disney manager's decision to override the policy is a business decision. If Disney didn't think it was in their best interest to waive the fee, they simply would not have

Whether you believe I made an honest mistake or I intentionally broke the policy, I will likely not be able to convince you. I will just say that I didn't memorize the rules/regulations of the Disney Company prior to visiting. Second, ask yourself how many times you have accepted terms and conditions of something (installing software, closing on a house, buying a car) without reading all the fine print. it is not the travel industry norm to charge for reservation changes.

I obviously disagree with the Disney policy. I was insulted by the judgemental comments of the first cast member I spoke with that acted like I was crazy when I had not read the fine print when making the reservation on my smartphone. Remember, Disney is the one that is encouraging you to use the mobile app, even while in the park. I was annoyed by the long hold time of getting a manager on the phone. I am glad Disney made the right business decision to waive the cancellation fee given the $5000+ I spent with them during our stay.

 

[disnut8]

I am a bit surprised by several of the comments that seem to be defending Disney's policy and implying that I am "lucky" they were willing to forgive my failing. Disney's cancellation policy is based on a business decision. The Disney manager's decision to override the policy is a business decision. If Disney didn't think it was in their best interest to waive the fee, they simply would not have

Whether you believe I made an honest mistake or I intentionally broke the policy, I will likely not be able to convince you. I will just say that I didn't memorize the rules/regulations of the Disney Company prior to visiting. Second, ask yourself how many times you have accepted terms and conditions of something (installing software, closing on a house, buying a car) without reading all the fine print. it is not the travel industry norm to charge for reservation changes.

I obviously disagree with the Disney policy. I was insulted by the judgemental comments of the first cast member I spoke with that acted like I was crazy when I had not read the fine print when making the reservation on my smartphone. I was annoyed by the long hold time of getting a manager on the phone. I am glad Disney made the right business decision to waive the cancellation fee given the $5000+ I spent with them during our stay.

But my feeling on this is that many people spend over $5K on a Disney vacation and don't have the problem you did. Or, if they did, they adjusted, adapted and moved on (Clint Eastwood quote). You chose to speak your mind and vent. Vents can explode and the survivors are left with bittersweet memories.

 

[ColoradoDisney]

Actually, we had a great trip. I have posted this review along with others in the appropriate sections of the Disboards. I posted my opinion on this one small part of our trip to warn others and publicly express my disagreement with this particular Disney policy.

I find it interesting that people said "You knew the policy" and similar statements about reading all the terms/conditions of the reservation. Frankly, I find such comments to be disingenuous. Have you read the 10 pages of End User License Agreements when you installed the last piece of software on your computer? I bet not.

My comment about the money spent on the trip was simply to illustrate the "business decision(s)" Disney makes. Small cancellation fee vs. comparative large amount of money spent on trip. Disney does not do favors. Disney makes business decisions.

Even though I would rate my overall vacation a solid A, that doesn't mean Disney is perfect. I happen to think this public social forum is a good place to raise issues in the hopes that Disney hears and it also serves as a good warning to other future visitors.

 

[jimandami]

Actually, we had a great trip. I have posted this review along with others in the appropriate sections of the Disboards. I posted my opinion on this one small part of our trip to warn others and publicly express my disagreement with this particular Disney policy. I find it interesting that people said "You knew the policy" and similar statements about reading all the terms/conditions of the reservation. Frankly, I find such comments to be disingenuous. Have you read the 10 pages of End User License Agreements when you installed the last piece of software on your computer? I bet not. My comment about the money spent on the trip was simply to illustrate the "business decision(s)" Disney makes. Small cancellation fee vs. comparative large amount of money spent on trip. Disney does not do favors. Disney makes business decisions. Even though I would rate my overall vacation a solid A, that doesn't mean Disney is perfect. I happen to think this public social forum is a good place to raise issues in the hopes that Disney hears and it also serves as a good warning to other future visitors.

While I don't agree with charging a change fee, I also don't agree this is the same situation as not reading all the terms and conditions on software. Reason: did you not have to enter your credit card to make the reservation? Did you not wonder why you had to enter your credit card to make the reservation? I know I certainly would want to know why, and would certainly scroll down to see the terms and conditions. However, I don't think the CM should have treated you rudely. I have actually read of many people (on another forum) who use the ADR change method to get out of paying the fee. It's a bit different in that they typically call and change the ADR to a different day, then immediately cancel the new reservation. It may be that CMs are getting wise to this work around.

 

[CinderElsa]

Actually, we had a great trip. I have posted this review along with others in the appropriate sections of the Disboards. I posted my opinion on this one small part of our trip to warn others and publicly express my disagreement with this particular Disney policy.

I find it interesting that people said "You knew the policy" and similar statements about reading all the terms/conditions of the reservation. Frankly, I find such comments to be disingenuous. Have you read the 10 pages of End User License Agreements when you installed the last piece of software on your computer? I bet not.

My comment about the money spent on the trip was simply to illustrate the "business decision(s)" Disney makes. Small cancellation fee vs. comparative large amount of money spent on trip. Disney does not do favors. Disney makes business decisions.

Even though I would rate my overall vacation a solid A, that doesn't mean Disney is perfect. I happen to think this public social forum is a good place to raise issues in the hopes that Disney hears and it also serves as a good warning to other future visitors.

Here's the thing: your $5K isn't a "large amount of money" in Disney's eyes. Under the old system of being able to change & cancel with no penalty, they were losing significantly more than $5K per HOUR due to the combined effects of people who never bothered to show up for most of their ADRs and people who would have liked to have an ADR, but were frozen out.

You're correct in thinking that Disney makes business decisions. This was indeed a business decision.

I really like this policy because it makes it easier for everyone to be able to enjoy their desired venue rather than individuals being able to hold multiple ADRs so that they can decide on the spur of the moment where they'd like to eat.

 

[ColoradoDisney]

I don't recall being required to enter a credit card number while using the My Disney Experience Mobile. Maybe I did but I honestly don't remember doing it if I did. I certainly was aware of the change in policy that charged a fee for no showing. I didn't understand the 24 hour rule. If I understood the rule, I would have done it differently. I would have searched all the options before making my first reservation. Keep in mind, I only held the first reservation for a few minutes (or as long as it took for the cast member to cancel it).

I provide a credit card all the time for travel reservations. That does not mean I can't change or cancel the reservation.

If Disney simply improved the mobile application, it would have help to prevent the situation. Searching each individual restaurant for availability is not a good design. Second, the system should at least warn you from making duplicate reservations.

 

[maxiesmom]

If you choose to not read the terms and conditions when they are presented to you, then it is your fault when you get burned by them. Not the business who put them there for you to read.

I too wish you could just change restaurants, but that is not how Disney has decided to work things. I also think Disney doesn't have to warn you when you are about to do something wrong. You spent $5000 on your vacation. Maybe when you spend that amount of money you need to understand exactly what you are buying.

 

[minnie mum]

I am a bit surprised by several of the comments that seem to be defending Disney's policy and implying that I am "lucky" they were willing to forgive my failing. Disney's cancellation policy is based on a business decision. The Disney manager's decision to override the policy is a business decision. If Disney didn't think it was in their best interest to waive the fee, they simply would not have
.........................
I am glad Disney made the right business decision to waive the cancellation fee given the $5000+ I spent with them during our stay.

Oh puhlease. Business decision? Sorry, but as I said before, $5,000 does not make you a big spender when it comes to a Disney vacation. Far from it. After all, you've already spent that money. The manager is only concerned with the cost of the meal at his restuarant that you now won't be paying for. And I am firmly of the belief that far from making a business decision, the manager in all probability waived the penalty just to get you off the phone, so he could get on with his job.

No matter what your feelings are on the matter, Disney isn't going to reverse their current policy- especially since it has pretty much solved their previous problem of people double booking ADRs and then just not showing up. In the future, how about just doing CS. Or you could confine your TS restaurants to those you can just do walkups for. And good luck with that.

 

[ColoradoDisney]

Oh puhlease. Business decision? Sorry, but as I said before, $5,000 does not make you a big spender when it comes to a Disney vacation. Far from it. After all, you've already spent that money. The manager is only concerned with the cost of the meal at his restuarant that you now won't be paying for. And I am firmly of the belief that far from making a business decision, the manager in all probability waived the penalty just to get you off the phone, so he could get on with his job.

No matter what your feelings are on the matter, Disney isn't going to reverse their current policy- especially since it has pretty much solved their previous problem of people double booking ADRs and then just not showing up. In the future, how about just doing CS. Or you could confine your TS restaurants to those you can just do walkups for. And good luck with that.

We have moved from a discussion about the topic to telling me I shouldn't eat at sit down restaurants. That doesn't seem very mature or "Disney Like".

Your comments are no longer constructive.

 

[newlywed mice]

I'm a bit hesitant to post but.....I am surprised there is a cancelation fee for canceling less than an hour or two after making the reservation. How else would you go about looking up times for dinner for the same night? (I mean I am an over planner and have my dinner reservations at the 180 mark but I get how some people don't want to do that) meaning I might be looking for availability and I see something that might work so I would want to snag it before it disappears and then maybe discuss with my party and keep or cancel the reservation 10-30 mins later.

On the other side I do think the cancelation fee is fair for people who are canceling the day of their reservations if they have had the reservation for days/months.

My 2 cents

 

[SteveMouse]

In this particular case the ADR seems to gave been made the day of the meal- there was no midnight witching hour. Kind of like a "no refunds" policy I guess.