Slight issue with package

[misskitkat]

Hello all, I'm not sure if this is where I should post this and sorry if it isn't. I booked with a come back and stay code in mid January for a stay in early March. I played with a bunch of dates and hotels online before calling and booking in person. I had to call 3-4 times because their system was down. While looking online I saw the package included passes to mini golf and Disney Quest. I was really excited about visiting disneyquest since I had never gone and know it's closing. When I booked over the phone we never went over what was included in the package. So I went back online a few days later and took a picture of the screen showing what was included, Disney Quest was clearly mentioned. I called a few days later to ask more questions and to confirm everything in the package. We are staying 3 nights but only going to the park one day so was trying to plan my non park days. The agent I spoke to said he thought Disney Quest was closing so he put me on hold to confirm it was open and included in my package, which it was he said. Fast forward to last night when I got all my travel documents in the mail and it passes to mini golf and ESPN. I called disney and was told that disney quest was not included in any packages in 2016. Even though I explained I had been told on the phone, saw it online before I booked, and had a photo of the computer screen from after I booked saying it was included the host s
just said I must have misunderstood. She transfered me to a supervisor who said he would look into my call. He called me back today and said that even though I had been told it was included in my package there was nothing he could do. He did offer me fast passes to Soarin, and I had to remind him it was closed. While I think it was nice to offer fast passes, we don't actually like fp and prefer to wing it. Has anyone ever had a problem with not getting something that was supposed to be included in your package? Do you think there is anything I can do at this point? We are on a really fixed budget and cannot afford to add Disney Quest oop. I have never had a problem with Disney before so I'm a little disappointed that they wouldn't fix the issue even though they have the phone call. Thanks for any advice or help!

 

[gwynne]

Hello all, I'm not sure if this is where I should post this and sorry if it isn't. I booked with a come back and stay code in mid January for a stay in early March. I played with a bunch of dates and hotels online before calling and booking in person. I had to call 3-4 times because their system was down. While looking online I saw the package included passes to mini golf and Disney Quest. I was really excited about visiting disneyquest since I had never gone and know it's closing. When I booked over the phone we never went over what was included in the package. So I went back online a few days later and took a picture of the screen showing what was included, Disney Quest was clearly mentioned. I called a few days later to ask more questions and to confirm everything in the package. We are staying 3 nights but only going to the park one day so was trying to plan my non park days. The agent I spoke to said he thought Disney Quest was closing so he put me on hold to confirm it was open and included in my package, which it was he said. Fast forward to last night when I got all my travel documents in the mail and it passes to mini golf and ESPN. I called disney and was told that disney quest was not included in any packages in 2016. Even though I explained I had been told on the phone, saw it online before I booked, and had a photo of the computer screen from after I booked saying it was included the host s
just said I must have misunderstood. She transfered me to a supervisor who said he would look into my call. He called me back today and said that even though I had been told it was included in my package there was nothing he could do. He did offer me fast passes to Soarin, and I had to remind him it was closed. While I think it was nice to offer fast passes, we don't actually like fp and prefer to wing it. Has anyone ever had a problem with not getting something that was supposed to be included in your package? Do you think there is anything I can do at this point? We are on a really fixed budget and cannot afford to add Disney Quest oop. I have never had a problem with Disney before so I'm a little disappointed that they wouldn't fix the issue even though they have the phone call. Thanks for any advice or help!

I can tell you are disappointed. Frustrating though it may be, I think you're out of luck. Disney Quest isn't included in the 2016 packages.

 

[chefmb]

I would email Disney guest.services@disneyworld.com
You have proof that you were told it would be included and a visual. They should be able to easily comp you tickets to Disney Quest since it will be open when you are there (unless they know it's closing before then). The email address seems to be a good place to get results. Good luck! Let us know what happens.

 

[DSLRuser]

sorry. best to do it all your self on line. People on the phone are not "disney fans" and most have not been. They are just reading from a script, and many times those scripts are old or outdated.

 

[_auroraborealis_]

DisneyQuest is mostly non-functional, FWIW. Not sure you're missing much. There is a reason it's closing, and one of the reasons is it's obsolete, not maintained, and, well, lame.

 

[kaytieeldr]

I would email Disney guest.services@disneyworld.com

Are you sure that's valid? Most advice here points people to wdw.guestcommunications@disneyworld.com

 

[Hopefully]

I can tell you are disappointed. Frustrating though it may be, I think you're out of luck. Disney Quest isn't included in the 2016 packages.

I agree I can see your disappointment.
But it has been stated for a long time that Disney Quest was not included in 2016 packages.
It has also been reported repeatedly that phone CM's are often not accurate.

 

[chefmb]

Are you sure that's valid? Most advice here points people to wdw.guestcommunications@disneyworld.com

I went to my old "Sent" mail folder. That was the address I had sent the email to. I received a response, so I think it's valid (unless it has changed since Sept.).
guest.services@disneyworld.com

 

[misskitkat]

Hello all,

Thank you for all the help. I emailed wdw.guestcommunications@disneyworld.com and got a response by the next day. They were able to help me. While I realize that Disney Quest was not included in the 2016 packages, I had no idea what was included since I never thought we would be going back this year. My biggest issue was that the website, in mid January 2016, and a host on the phone both told me it was included but it apparently wasn't supposed to be. I have heard that Disney Quest isn't the most exciting attraction at WDW but I still wanted to go; that's why I was so excited to be able go for "free". I am happy that Disney was willing to listen to my concerns and am thrilled with the courteous service I received.

Thank you again!

 

[bumbershoot]

It's good that you got screenshots.

 

[MakiraMarlena]

Best you can do is contact Disney Guest Services and ask them to comp you tickets to Disney Quest. It was supposed to close and be replaced by something else, but that fell through. So it's still open, but we don't know for how long - I'm guessing it will possibly close before the end of the year, and if it closes before your visit, then you still won't get to go.