Unable to retrieve reservation

[Henlady]

I emailed them on Monday evening. Haven’t heard back yet. I can now occasionally see the 3 reservations but only randomly see some of the booked activities

 

[Doingitagain]

Our ticket was put in Friday night. Still not working. Emailed them and am on hold trying to figure it out before booking opens for Gold tonight.

 

[Doingitagain]

I called in and they talked with IT. No resolution. But she was able to go through all our activities and confirm they are still there.

You have to call in on hold and then have them transfer you to website resolution if you want to make edits to any of the bookings.

Their answer is to keep trying and calling in, they won't notify us when it is resolved.

 

[serrem2]

We had this problem yesterday when several of our booked activities, including Palo Brunch suddenly disappeared from our "Plans". The customer support people I talked with said it's a known problem and IT has been working on it. Reading this thread, I realize that it's been going on a week.

As a former IT manager, I realize these glitches sometimes happen. The fact that the company hasn't devoted enough resources to fix the problem quickly indicates to me how low Disney has dropped customer service and satisfaction down their list of priorities.

 

[nanoburd]

Yeah I still have this problem. But I’m confident my reservations are still good, its just not being displayed on the website consistently

 

[Doingitagain]

Interesting, on the computer under Already Booked, when I click on My Reservations. When I click on Book/Manage Cruise Activities it does bring up the reservation, but it doesn't pull in all of our bookings. At least I was able to cancel one of the Hooks Barber reservations that showed up.

 

[serrem2]

In our case, we had Palo Brunch reservations for Palo Brunch on Nassau Day. When I noticed they had disappeared, I was uncertain whether there had been a decision not to offer Palo Brunch on that day (after all, it is a port day). Disney places so much emphasis on the information its customers can get on the website and app, I think they should post a general notice to the effect of: "We're experiencing technical problems. Please don't worry if you can't view some reservations you've already made. We'll fix the problem soon." And then deliver on that promise. Soon means a lot less than a week.

 

[Doingitagain]

In our case, we had Palo Brunch reservations for Palo Brunch on Nassau Day. When I noticed they had disappeared, I was uncertain whether there had been a decision not to offer Palo Brunch on that day (after all, it is a port day). Disney places so much emphasis on the information its customers can get on the website and app, I think they should post a general notice to the effect of: "We're experiencing technical problems. Please don't worry if you can't view some reservations you've already made. We'll fix the problem soon." And then deliver on that promise. Soon means a lot less than a week.

I called in twice, and both CMs told me that this was the first they heard of it, and the IT person said it wasn't a widespread problem. I said they should look at online feedback, there are quite a few people with issues. And more who will discover it because how often do you go back in your reservation after you booked activities.

I will be VERY upset if I can't get on to do online check in.

 

[DCLGirlie]

I wonder if the problems are why when I go to book an excursion it just sends me into buffering forever without pulling up the time options

 

[Wendylet]

We are not leaving until May 2 but I really feel for you guys coming up soon. Please let us know how your check in went also. I hat could you do otherwise. Is there a way to call in to check in? How would you present photos and docs and the like? Also worried about its functionality onboard. Hopefully that’s not affected. We have a few things to cancel so might have to do that over the phone. What a mess. Certainly takes a degree of excitement away as it approaches. Plus they may losing out on money with peoples inability to book things. What a nightmare.

 

[Doingitagain]

We are not leaving until May 2 but I really feel for you guys coming up soon. Please let us know how your check in went also. I hat could you do otherwise. Is there a way to call in to check in? How would you present photos and docs and the like? Also worried about its functionality onboard. Hopefully that’s not affected. We have a few things to cancel so might have to do that over the phone. What a mess. Certainly takes a degree of excitement away as it approaches. Plus they may losing out on money with peoples inability to book things. What a nightmare.

When I talked to the CM on the regular line, she said that if I wanted to cancel I had to be transferred to the web resolution line, they are the only ones who can made edits to the bookings.

Would it be good if everyone used the "contact us" in the small print on the bottom of the page and sent them an email? When I call, the CM's indicate they don't think it is widespread. Maybe they need to know the extent of the issue to prioritize us. I sent a Contact Us email on Friday, haven't heard back.

 

[Henlady]

I sent an email a week ago. Normally if I email a question i hear back in an hour or so. I have not received a reply to this email issue yet.

 

[DCLGirlie]

When I talked to the CM on the regular line, she said that if I wanted to cancel I had to be transferred to the web resolution line, they are the only ones who can made edits to the bookings.

Would it be good if everyone used the "contact us" in the small print on the bottom of the page and sent them an email? When I call, the CM's indicate they don't think it is widespread. Maybe they need to know the extent of the issue to prioritize us. I sent a Contact Us email on Friday, haven't heard back.

By any chance do you know if that applies to wanting to book excursions/on board fun as well? The app and website are being useless for me and I really need to book Palo brunch for my party

Edit: To answer my own question for anyone else having the problem yes, it takes the web resolution line to book things like port activates and Palos.

Edit 2: After they booked my Palos via the phone now the website and app refuse to show my reservation at all, so I can't confirm it was booked correctly at all. It is starting to get a little ridiculous that DIsney is trying to say this is not a widespread or ongoing issue, since it has been happening to many people for nearly two weeks and has royally messed with the booking windows for many cruises at this point. I honestly DOUBT I get any port adventures since the phone was having issues with port adventures as well, and was only able to book my on board activities for me like Palos and tastings

 

[DCLGirlie]

So this is "fun". I called to book Palo brunch since the website wouldn't retrieve my reservation. I wanted to book for three rooms, one with two guests and two rooms with three guests all on the same day. Well today I was able to get into the reservations and guess what? They booked a SINGLE Palo reservation for one on the first day at sea, and two SINGLE palo reservations for the second day at sea. So they only managed to get a third of my party booked, one booked on the wrong date, and it seems like Palo brunch is sold out on all days so they can't even make things right for me and my party.

The worst part? I am starting to feel like this problem may last into our digital check in window, at which point my boarding time may suffer and be super late, and I may not be able to get Palos fixed on the ship itself. Honestly this is the single worst experience I have ever had with Disney's vacation side of things

 

[nanoburd]

So this is "fun". I called to book Palo brunch since the website wouldn't retrieve my reservation. I wanted to book for three rooms, one with two guests and two rooms with three guests all on the same day. Well today I was able to get into the reservations and guess what? They booked a SINGLE Palo reservation for one on the first day at sea, and two SINGLE palo reservations for the second day at sea. So they only managed to get a third of my party booked, one booked on the wrong date, and it seems like Palo brunch is sold out on all days so they can't even make things right for me and my party.

The worst part? I am starting to feel like this problem may last into our digital check in window, at which point my boarding time may suffer and be super late, and I may not be able to get Palos fixed on the ship itself. Honestly this is the single worst experience I have ever had with Disney's vacation side of things

Wild! This is why I hate calling in to do things, its gets lost in translation sometimes.

Yeah the issue wasn’t resolved for my check-in but thankfully my reservations loaded. I’m still having issues where the reservations are all missing and most definitely my “extras” are all
wrong, missing nursery slots the biggest culprit for me. But it changes every time I refresh! So its all there somewhere…..

 

[nanoburd]

Sounds like this is a known issue for reservations that are linked to others!

First time I’m hearing there is a common scenario for this issue to occur.

https://www.reddit.com/r/dcl/s/7UDol2jOZh

 

[DCLGirlie]

Sounds like this is a known issue for reservations that are linked to others!

First time I’m hearing there is a common scenario for this issue to occur.

https://www.reddit.com/r/dcl/s/7UDol2jOZh

It is flustering that Disney doesn't update all reps about known issues. I am not mad at the reps at all, but I am definitely a bit miffed at Disney as a corporation.

The worst part is it seems like the damage is done. The few times I have been able to pop into my account it seems like Palo is now completely booked out for brunches, so if the phone agent did only book 3 of us and booked us on 2 separate days that means there is no salvaging it unless they can hopefully fix things on the ship for us

 

[Wendylet]

It is flustering that Disney doesn't update all reps about known issues. I am not mad at the reps at all, but I am definitely a bit miffed at Disney as a corporation.

The worst part is it seems like the damage is done. The few times I have been able to pop into my account it seems like Palo is now completely booked out for brunches, so if the phone agent did only book 3 of us and booked us on 2 separate days that means there is no salvaging it unless they can hopefully fix things on the ship for us

I am so sorry you are going through this. It’s clearly a widespread issue. This is our first Disney cruise and it’s leaving a bad taste in my mouth. My travel agent has agreed to help us cancel things we don’t want and likely we will have to do check in at the port. It’s such a mess and takes away from what should be an exciting time looking forward to the sailing.

 

[Doingitagain]

I am so sorry you are going through this. It’s clearly a widespread issue. This is our first Disney cruise and it’s leaving a bad taste in my mouth. My travel agent has agreed to help us cancel things we don’t want and likely we will have to do check in at the port. It’s such a mess and takes away from what should be an exciting time looking forward to the sailing.

Try having your TA check in for you. They have a different system.

Although the TA's system is majorly problematic right now, they have to call in to make most payments and reservation maintenance has issues. Evidently they are escalating that for resolution, but since it has been two weeks, it must be a tough fix.

 

[Wendylet]

Try having your TA check in for you. They have a different system.

Although the TA's system is majorly problematic right now, they have to call in to make most payments and reservation maintenance has issues. Evidently they are escalating that for resolution, but since it has been two weeks, it must be a tough fix.

My TA was saying that since we are using Disney transportation that the boarding group won’t be affected by me now being able to check in. He said anything else can be done at the port with no ill effects. Is that the case?