Reservations Nightmare at Animal Kingdom Lodge

[Chuck S]

If it is true what Doctor P says, they are linked and it can be checked out. Sounds more like the manager took the easy way out.

The DVC resort managers have a link into the MS system, regular Disney resorts, like AKL, do not.

 

[DebbieB]

The DVC resort managers have a link into the MS system, regular Disney resorts, like AKL, do not.

Then the AKL manager should have been able to call over to a DVC resort and ask the manager to check the system. DVC needs to have a contingency plan in this type of situation.

 

[chipscinderelly]

This is not just other WDW resorts - it happened to friends of ours this past fall at DL Paris and they also had to give a CC, get charged and then get a credit when it was resolved.

 

[JimC]

It is hard to believe that this is the first time in all these years that this has happened. It does put the resort manager in a difficult position -- do you believe the confirmation letter and guest or your own system? This is a tough one for the resort. DVC should be providing its internal customers (in this case the resorts) and its members better service, in my opinion.

Although I do believe the AKL manager could have done more for the guest than they did in this situation. Resort managers have plenty of lattitude to "fix" problems.

 

[TheresaB]

Does anyone know how to file a formal complaint with Disney? I've checked online and can't find an email address. I called Member Services and was told someone would call me back but that was a week ago and still no call. I'd at least like to report the situation to Disney in hopes of other members not having the same experience.

 

[rocketriter]

Sorry, but I still think this should have been made transparent to the guest, whether or not there's a night link between AKL and DVC. It's fair for the resort to tell the guest, "There's been a problem. We'll check with DVC in the morning and resolve it." But the whole credit card and recheck-in thing should have been avoided. They need to run and verify the credit card anyway in order to handle phone calls from the room etc. That gives them enough of a handle on things without all the other fuss.

 

[Dean]

Does anyone know how to file a formal complaint with Disney? I've checked online and can't find an email address. I called Member Services and was told someone would call me back but that was a week ago and still no call. I'd at least like to report the situation to Disney in hopes of other members not having the same experience.

There's an email link on the website as well as the email address inside the cover of the Vac Magic. I'd try this level before escalating the issue.