Reservation under Canadian Discount but booked through US site? Any one else have this issue!?!!

[invinciblesummer]

Hi there,

I'm not sure if this is the right place to direct this question and if it's not then please direct me to where I should go instead!!

We made two reservations in April and called today to cancel one. When we called they said the reservation we are trying to keep was made under a Canadian Discount and we would need to show Canadian passports at check in or be charged full rack rate. They are insisting the reservation was booked under a Canadian Promotion but I booked directly through the US site and nothing in any of the paperwork says anything about any kind of Canadian Discount. Has this ever happened to anyone before???? We have no idea what to do we booked this in April, flights are booked, and the child knows we're going to celebrate her birthday so we can't just cancel. We're trying to see what can be done but talk about a shock!!!!

Has anyone ever somehow been booked under a Canadian discount when they booked directly through the US website? How did you resolve the issue?

 

[mom2rtk]

They won't care that their system messed up and let you book from the US site. I'd cancel unless you are willing to chance being charged rack rate.

 

[Madame]

Hi there,

I'm not sure if this is the right place to direct this question and if it's not then please direct me to where I should go instead!!

We made two reservations in April and called today to cancel one. When we called they said the reservation we are trying to keep was made under a Canadian Discount and we would need to show Canadian passports at check in or be charged full rack rate. They are insisting the reservation was booked under a Canadian Promotion but I booked directly through the US site and nothing in any of the paperwork says anything about any kind of Canadian Discount. Has this ever happened to anyone before???? We have no idea what to do we booked this in April, flights are booked, and the child knows we're going to celebrate her birthday so we can't just cancel. We're trying to see what can be done but talk about a shock!!!!

Has anyone ever somehow been booked under a Canadian discount when they booked directly through the US website? How did you resolve the issue?

Honestly it is probably the fault of Disney’s crappy IT. Posters talked recently about being shifted to different versions of the site.

Call & ask for a supervisor. Explain what you were told & politely insist that they honour the deal you got. You shouldn’t be penalized b/c Disney has crappy IT. Good luck!

 

[invinciblesummer]

Honestly it is probably the fault of Disney’s crappy IT. Posters talked recently about being shifted to different versions of the site.

Call & ask for a supervisor. Explain what you were told & politely insist that they honour the deal you got. You shouldn’t be penalized b/c Disney has crappy IT. Good luck!

On the phone with them currently for 2 hours now (on hold for like 1 hour 45 minutes of it). Thanks so much for this advice!!! We are just so flabbergasted at how this could've possibly happened? Like we know we booked directly through the US website how on earth did we somehow end up with a CA discount? and then none of our paperwork says anything about any kind of need for CA Passports or the like so we're just ??????? hopefully they can get to the bottom of this and honor the package price since we've been planning this for so long already. UGH. ANXIETY!!

 

[invinciblesummer]

They won't care that their system messed up and let you book from the US site. I'd cancel unless you are willing to chance being charged rack rate.

We can't really cancel though. Flights are nonrefundable, the kid is so excited to go, we've been planning this almost a year now, etc etc. We just can't understand how it somehow ended up under a CA discount when booked directly through the US site? and no documentation of any sort of that details it's a CA only discount? if we had known that in April we would've fixed it then you know? or canceled then even if need be but now it's definitely entirely too late.

 

[reluctantredhead]

@invinciblesummer , please let us know what happens. I'm crossing my fingers for you! That is so messed up that that happened! Their IT/website truly is problematic. I would fight pretty hard to keep that discount too! Hopefully if they refuse to give you that specific one, they'd be able to apply some other one that would be substantially the same. With all the different promos they offer, I really don't understand why they'd risk engendering bad will with one one family just to get what (to them) would be a few more dollars. And if none of the emails/paperwork say anything about needing to be Canadian, I would hope that that would be all the proof they would need to take care of you by honoring the price you were quoted.

 

[gillep]

Lately the website keeps defaulting to the Canadian site for me and I have to manually change ro the USA site. I will clear cookies and such and it will be fine for a bit and then back to the Canadian default randomly, it is annoying. That said, any time I have not noticed this and tried to book there has been a large popup that lets me know that the promotion I am trying to book is for Canadian residents only and it won’t let me continue with booking without acknowledgement. Good luck getting this fixed!

 

[Kathleen Zwally]

A few days ago all I would get were the UK deals. Nothing I did would give me the US promos. Had to wait 3 days before the site would grant me access to the US rates

 

[disneyandme]

I've been having the same issue.

 

[MinnieMSue]

I was logged on to the Canadian site for a long time for some reason. I couldn’t figure out why I was getting Canadian offers. I knew that they were Canadian offers because it said you must show proof of Canadian address upon checkin - even before I clicked on the actual offer. I finally asked on the message boards and someone told me I somehow was on Canadian site. I seriously thought you had to actually seek out that site. Wrong. I bet they don’t let you keep that offer since you don’t have the Canadian address. Or maybe move to Canada

 

[DisneyWishes14]

I concur with the others. For the past several months, when I have pull up the WDW site, it directs me to the UK site and I have to manually switch it back to US. What a pain. I hope they honor your discount. Their IT is a mess.

 

[StarSeven7]

Can I ask what the offer you booked is? I'm a Canadian resident and all of the offers look identical to the US offers except for the Canadian resident tickets. I'm surprised it would even let you book under the Canadian site, usually when you try to put in your address it will default to Canada and not allow you to change it! I booked my sister's hotel room for her and she lives in the U.S. but I was still under the Canadian website and when I tried to input her address it would not allow me to select her state until I switched the website back to the U.S. site.

 

[vinotinto]

The TPAS board is full of people indicating the website keeps defaulting to Canada, even though they are in the US. If your trip is in April, there are lots of offers out now for US general public, Disney Visa holders and Annual Passholders. I would check for other offers now. No reason to pay rack rate! I would cancel that reservation and rebook under one of the offers for US residents ASAP.

 

[invinciblesummer]

@invinciblesummer , please let us know what happens. I'm crossing my fingers for you! That is so messed up that that happened! Their IT/website truly is problematic. I would fight pretty hard to keep that discount too! Hopefully if they refuse to give you that specific one, they'd be able to apply some other one that would be substantially the same. With all the different promos they offer, I really don't understand why they'd risk engendering bad will with one one family just to get what (to them) would be a few more dollars. And if none of the emails/paperwork say anything about needing to be Canadian, I would hope that that would be all the proof they would need to take care of you by honoring the price you were quoted.

It took 3+ hours but I finally got it resolved! I asked to speak with a Manager and they connected me with Guest Services who at first kind of threw up their hands like "well it was booked under the CA promo so we can't do anything for you if you're not actually a Canadian citizen" but I persisted and explained that there was no way they couldn't do something because I booked using the US site and nothing in any paperwork I was sent says anything about it being a Canadian promo and that we would need CA passports. They were ready to just cancel my reservation and then search for availability elsewhere but I wouldn't let them do that because the first cast member I spoke with said that the only thing they could do was put us in a Pirate room and the total would increase by just over $300. Since we have very specific reasons for booking a CBR Preferred room (as someone in our party has mobility issues) I didn't want to risk just blindly canceling what we had and then not getting something comparable. Thankfully the cast member I was speaking with understood this and she contacted CBR before canceling anything. After like another 45 minutes on hold, CBR agreed to honor the package at the exact same price and all we would need is a new confirmation number. Apparently, our previous tickets were valid for a full 14 days and now they're only valid for the duration of the stay but that's honestly fine. All is not well that ends well because I'm so surprised that they weren't willing to make it right from the get-go. I had to be very persistent in order to get them to honor the package and that doesn't sit right with me with how much we paid for this vacation. I am glad that they did right by me in the end but it was very surprising to have to fight for it that hard especially when the error was completely on their end. Also, it worries me for folks who might have the same issue and then not find out until they go to check-in!! If I had just finished paying online instead of calling we would've had no clue until we got there that something wasn't right.

 

[invinciblesummer]

Lately the website keeps defaulting to the Canadian site for me and I have to manually change ro the USA site. I will clear cookies and such and it will be fine for a bit and then back to the Canadian default randomly, it is annoying. That said, any time I have not noticed this and tried to book there has been a large popup that lets me know that the promotion I am trying to book is for Canadian residents only and it won’t let me continue with booking without acknowledgement. Good luck getting this fixed!

Thanks so much! We did get it fixed thankfully but it was a struggle. I've visited the CA site with a friend while in CA before and seen that pop up before so I knew when they said I had booked with a CA promo that it couldn't have been an error on my part. I know for a fact I didn't get that pop up when booking this reservation plus you need a Canadian address to book a Canadian resident package and our US address was on the reservation. We wouldn't have even been able to book a CA package without a CA address so it just made no sense

 

[invinciblesummer]

I've been having the same issue.

Oh no!! I hope you can get it fixed!!

 

[invinciblesummer]

I was logged on to the Canadian site for a long time for some reason. I couldn’t figure out why I was getting Canadian offers. I knew that they were Canadian offers because it said you must show proof of Canadian address upon checkin - even before I clicked on the actual offer. I finally asked on the message boards and someone told me I somehow was on Canadian site. I seriously thought you had to actually seek out that site. Wrong. I bet they don’t let you keep that offer since you don’t have the Canadian address. Or maybe move to Canada

That's the thing is that I was definitely on the US site when I booked. As far as I know, you also need to have a valid Canadian address to even book or it won't go through. My reservation has a very valid US address on it so even if I had been accidentally on the CA site there's no way I would've been allowed to book without a valid CA address. They did end up making it right and honoring the package but probably because it just doesn't make any sense that I would be booked under a CA promo with a US address.

I actually really love Canada I would move there in a heartbeat LOL

 

[invinciblesummer]

I concur with the others. For the past several months, when I have pull up the WDW site, it directs me to the UK site and I have to manually switch it back to US. What a pain. I hope they honor your discount. Their IT is a mess.

That's so strange that happens to me all the time when I try and go on from my work computer! I always get the UK site and it won't let me switch back to the US site. My home computer though always shows me the US site and I'm extra careful about checking since I have that issue with the site when I log on from work. Their site is broken too often they need to fix it honestly. They did honor it thankfully but it was a stressful 3+ hours because it honestly seemed like they might not

 

[isabellea]

Weird! I'm Canadian and I never heard of a Canadian promo on rooms that needs to show a passport. Maybe it's for the ticket portion of the package because they do have a 20% off on tickets 4 days and over for us right now (but of course it excludes New Year when I need it). Glad it was resolved since it's probably a problem with Disney IT!!!

 

[invinciblesummer]

Can I ask what the offer you booked is? I'm a Canadian resident and all of the offers look identical to the US offers except for the Canadian resident tickets. I'm surprised it would even let you book under the Canadian site, usually when you try to put in your address it will default to Canada and not allow you to change it! I booked my sister's hotel room for her and she lives in the U.S. but I was still under the Canadian website and when I tried to input her address it would not allow me to select her state until I switched the website back to the U.S. site.

It's the Free Dining promotion! I think it is identical to the US free dining promotion except that apparently, you need to show your Canadian passport to prove residency when you check in. Which I would absolutely do if I was Canadian and had booked through the actual Canadian site. YES! EXACTLY! THANK YOU!! Even though it was ages ago I've def seen that happen before when visiting family/friends in Canada and trying to do a large multi-person booking with them. As far as I know, you NEED a valid CA address in order to even book on the CA site and my reservation had my very valid US address so it made exactly zero sense that we could've ended up booking through any kind of CA promo instead of the US. I think they realized it had to have been an IT error and that's why they agreed to honor it. but since the promotion is long over it seemed they were really trying hard to not have to honor it which was very off-putting. I'm glad they did in the end though