Should we have had to pay for their mistake?

[Minnie824]

Just back from a great trip...will write a report as soon as I have time...haven't even had time to look at the boards much! But, I wanted to get others opinions before I write my letter to the Beach Club managers. We stayed Beach Club concierge...check in was horrible. Apparently our reservation was not correct. Have 2 DDs...aged 4 and 1.5...when the reservation was made, the 4yo was 2yo. However, I specified the dates, said she'd be 4yo, and gave them her birthday (which they had in the system). However, on the reservation, she was somehow still listed as 2yo, and we ended up paying another $300 for her tickets! At that point, we just wanted to move on, but I don't think we should have had to pay. I mean, I wasnt trying to scam, lying about her age or anything, I specifically told them, and they even said they had her birthday. Nowhere on any of my reservations does it say '2 infants' which is what they claim was on the reservations. None of my paperwork breaks down the package, just says 6 nights, unlimited passes, etc, not for kids or without kids or with infants or any of that. So, whats your opinion on that? Their mistake, or ours? I just don't see how their system could not figure out that if she's 2yo 2 years ago, and with her birthday listed, that she'd be 4 at the time of the trip, and be entered in properly.

 

[Belle5]

How is it you did not know that you would have to pay for a 4 year old? I am not clear on that...Are you saying there was just a package total and you didn't know what the breakdown in costs were?

 

[Minnie824]

I knew we would have to pay for the 4 yo...since when I made the reservation, I specifically said she would be 4 at the time of the trip, and gave them her birthday, I assumed that she was included in the package price...when given the package price on the phone, they said 2 adults, 1 child, 1 infant....but then all the paperwork never stated that....it never said how many people at all, just said the number of nights and total package price.

 

[lillygator]

Since I am not familiar with packages, it doesn't give you a break down of what costs what? It just said you owe XX dollars and you paid it?
When you booked it she was 2 so she wouldn't have been charged and WDW must have given you that price. Maybe a mistake in teh computer system but whenever I pay anything out I would expect to see a breakdown of what the charges are.

 

[Tigger_Magic]

I've always listed my 2 DDs ages as whatever they would be when we arrive, not at the time of the reservation. This never caused any problems. I've never given Disney their birthdates on a reservation and have never been asked for that. Not sure why you'd expect Disney to track birthdays though. JMO, but it sounds like the mistake is more yours than Disney's.

 

[gigi1313]

hmmm... were you able to get a breakdown when you were there? i am sure somewhere in their infinite computer banks they would be able to give you a breakdown so you could double check as to whether your 4yo was included or not... and i probably would not have paid 'til that piece of info arrived...

but, since you did, i am going to say you are probably out of luck... if you truly believe that she was not accounted for (as a 4yo rather than a 2yo) in the package price, then you needed to "upgrade" your package to include her, kwim?

 

[Minnie824]

I did give them their birthdays at the time we'd arrive....DD1.5 wasn't even born yet, so I said she'd be 1.5 yrs old at the time...the person on the phone when I made the reservation gave me the price quote with the information I provided....1 infant, 1 child (4yo), 2 adults...when I got the papework, the price was the same price she quoted me, so there was nothing to make me think anything would be wrong with the information. I guess it was my mistake for not double checking but I didn't see any reason to do so, when the person on the phone had the information correct when giving me the quote. I guess maybe she just entered it in different from what she said.

 

[bicker]

It is also important to clarify both what was explicitly included, as described on the confirmation, and who issued the confirmation. In order to expect admission is covered for the entire party, it isn't enough for there to be a "package for six" but rather that that package includes "admission for six". Furthermore, if the confirmation was issued by a travel agent, then the concern is misdirected as expressed.

 

[gigi1313]

another question... did you book directly thru wdw travel company? because every time i've booked a trip thru them, i've had my children's names on the reservation, even (if i remember correctly) when ds was under 3yo... and next to their names it shows an X as to what they are "entitled" to (depending on the package)... i cannot believe that you only received a grand total and no listing of how many people, how many days, what features or options, etc...

 

[ElleBelle]

How is it you did not know that you would have to pay for a 4 year old? I am not clear on that...Are you saying there was just a package total and you didn't know what the breakdown in costs were?

I do believe that that is what she's saying-- that she was quoted a package total $$, and not given a breakdown of the pricing. When DH and I just went for our quick anniversary weekend to the world- this is all we were also given. Just the TOTAL price- it was never broken down for us.

I can see where you're coming from. If CRO was made aware of DD's age at the time of the original reservation- they should have been able to put 2&2 together. Also- the conceirge should have been aware of DD's age beforehand. With only going on what you were quoted- I'm sure it threw you off that you were expected to pay more in the end. I mean, these people do this stuff for a living- you would hope they would do it right the first time around. HOWEVER, people do make errors. It is a well known fact that infants at WDW are considered to be 2years and under. Although this fact was missed by disney on your original reservation- truth is, your DD was 4. All said, although Disney's fault- you probably will still have to pay.

If I were you, I would definitely write a letter, or call directly to speak to someone. Try and get some suggestions as to who to call or write to. Hope I didn't ramble too much

 

[Lewisc]

I don't think you were trying to scam or lie. A mistake was made. Disney really wanted to know the kids age the date of your trip. I agree not breaking down the package on your confirmation made it harder for you to realize the mistake. Do we know if Disney tracks the full DOB or just month/day?

A mistake was made and was corrected at check in. I guess if you had raised enough of a stink you might have forced Disney to absorb the mistake but I probably would have done the same thing and just paid what was owed. Not every mistake is the result of one party trying to cheat, lie and scam. Some mistakes are just that mistakes. BTW when you make a reservation on the website you're asked for the age of child at time of travel. Whoever made the reservation didn't ask you the right question, or you didn't understand what was asked.

I price out everything individually and would have noticed the discrepancy but not everyone does that.

I mean, I wasnt trying to scam, lying about her age or anything, I specifically told them, and they even said they had her birthday. Nowhere on any of my reservations does it say '2 infants' which is what they claim was on the reservations. None of my paperwork breaks down the package, just says 6 nights, unlimited passes, etc, not for kids or without kids or with infants or any of that. So, whats your opinion on that? Their mistake, or ours? I just don't see how their system could not figure out that if she's 2yo 2 years ago, and with her birthday listed, that she'd be 4 at the time of the trip, and be entered in properly.

 

[bicker]

When DH and I just went for our quick anniversary weekend to the world- this is all we were also given. Just the TOTAL price- it was never broken down for us.

Was this CRO or was this through a travel agent?

 

[jonestavern]

If WDW has yr DD's complete birthdate--inc year--on their reservation info, then it is their fault. they were told, the evidence was on the computer screen. WDW fouled up in not giving you a precise cost breakdown. Yes, perhaps you should have requested a breakdown. what you have learned is that the time to get it straightened out was while you were in the World.
I would call & ask for a printout of exactly what they had for info the day you entered the resort, not the corrected version. You could say the copy is needed for accounting purposes, no more info. If both versions are available, request both, hopefully both tabs will be dated, with times, also. Have them fax it to you. See if you can work with the managers from there. good luck!
Happy to hear, other than that glitch, you enjoyed a magical stay!

Jean

 

[lucincia]

We had a package from Disney Travel Company. When we received the confirmation letter in the snail mail, everything is broken down by person's name, type (adult, child, infant) and what is included with each person (ticket, dining plan, etc).

 

[bicker]

Okay, that is what I thought. So the OP's experience is likely a matter of some random travel agent who didn't provide good service.

 

[Tigger_Magic]

We had a package from Disney Travel Company. When we received the confirmation letter in the snail mail, everything is broken down by person's name, type (adult, child, infant) and what is included with each person (ticket, dining plan, etc).

That's what we received on our last trip (November '05). It showed 2 adults, 2 children, and detailed admission, dining plan, package extras, room type, resort, etc. Admittedly, it may not be the easiest document to read, but it is very detailed in what is included in the package.

 

[ElleBelle]

Was this CRO or was this through a travel agent?

Our trip was actually made directly through Disney CRO. What may differ is that we only made our reservations 4 or so days prior to leaving for our trip- so we didn't have time to recieve a breakdown. When we actually arrived for our trip we were given the print outs, but I'm looking at them now and nowhere do they specifically break it down person to person. Is this because we made our ressies so close to when we went??

 

[Lewisc]

Okay, that is what I thought. So the OP's experience is likely a matter of some random travel agent who didn't provide good service.

I booked a package with tickets and MYW dining for my August trip. I called and booked it directly with Disney. I didn't have any children with me but was only given a bottom line price even including tax. Once I asked for a package the CM wasn't even able to give me a breakdown on what each item cost. In fact the only way for the CM to price out different ticket options was to reprice the entire package and give me the new total. All my confirmations just had a bottom line price.

My December trip was booked through AAA. Same thing, the only price quoted on the package is the bottom line.

The website does ask for the age of the children at the time of the trip but it's probably an easy mistake to make, particularly if the poster gave the full DOB. Sounds like the OP thought the computer would properly change the age of the children at time of reservation to the age at time of travel.

 

[bicker]

Our trip was actually made directly through Disney CRO. What may differ is that we only made our reservations 4 or so days prior to leaving for our trip- so we didn't have time to recieve a breakdown.

That makes sense. Couldn't you have had them fax you something? I wouldn't agree to paying lots of money without something in writing in hand.

When we actually arrived for our trip we were given the print outs, but I'm looking at them now and nowhere do they specifically break it down person to person. Is this because we made our ressies so close to when we went??

I doubt you got a real CRO confirmation at the hotel. You probably just received the details from the hotel folio.

 

[Minnie824]

We booked thru CRO actually, not thru a travel agency.