Undercharged...what would you do?

[Usandthe4kids]

I'm not sure if this is the right place to ask but since this was booked under free dining I figured it made sense. Here's the problem: I've had our package booked since last September for my family (me, dh, 6 kids 12, 9, 8, 7, 5, and 2). We decided to bring my mom along. I called the other day to add her to the reservation. The CM butchered it. He added my mom and then somehow took the 12 and 5 year olds off and added the 8 and 7 year olds twice. I told him he was messing it up and he told me I was wrong. Because he took off the 12 year old who would be charged as an adult, the price was $231 less than it should have been. After arguing with him, I gave up. I watched the reservation online to see if it would fix itself. After a couple of hours I called back and the new CM confirmed he messed everything up. After over an hour on the phone and several transfers through guest services they got all the names and ages straight. I still told 3 different people that the price was not right, that they undercharged me. They said no everything was right. I have ran the numbers over and over and am certain that the price they are charging me is the exact price of the 12 year old being charged as a child. Since no one will listen to me, what should I do??? I'm worried that when we get there her meal credits will be child credits and not adult credits. Has anything similar happened to anyone else?

 

[mckelvey72]

If your 12 year old is like mine and eats off the kids menu anyway, then don't worry about it. You asked and pointed it out and no one did anything.

Now if the 12 year old would definitely want to eat off big menu, then I would call back and make sure the child is definitely listed as an adult, confront the cost again and then leave it as whatever you work out.

This is why I use a travel agent...she deals with all this stuff HAHA

 

[smitch425]

I'm not sure if this is the right place to ask but since this was booked under free dining I figured it made sense. Here's the problem: I've had our package booked since last September for my family (me, dh, 6 kids 12, 9, 8, 7, 5, and 2). We decided to bring my mom along. I called the other day to add her to the reservation. The CM butchered it. He added my mom and then somehow took the 12 and 5 year olds off and added the 8 and 7 year olds twice. I told him he was messing it up and he told me I was wrong. Because he took off the 12 year old who would be charged as an adult, the price was $231 less than it should have been. After arguing with him, I gave up. I watched the reservation online to see if it would fix itself. After a couple of hours I called back and the new CM confirmed he messed everything up. After over an hour on the phone and several transfers through guest services they got all the names and ages straight. I still told 3 different people that the price was not right, that they undercharged me. They said no everything was right. I have ran the numbers over and over and am certain that the price they are charging me is the exact price of the 12 year old being charged as a child. Since no one will listen to me, what should I do??? I'm worried that when we get there her meal credits will be child credits and not adult credits. Has anything similar happened to anyone else?

OP, you are right to be worried about the credits. If she is not in the system as a 12 year old and not paying for an adult ticket, she will get child credits. You need to call back. Where are you staying and how many rooms did you book? Are any of the kids in your mom's room?

 

[Usandthe4kids]

Thank you for the responses

The 12 year old is a big steak eater so the adult credits are important. Unlike the rest of my kids she has never liked chicken nuggets, mac and cheese, pizza, etc. Weird.

We booked 2 rooms at All Star Movies. We can fit 9 because the baby is 2. I know it doesn't work for a lot of people but my kids are exceptionally close and actually prefer to share rooms. We are staying 14 nights so the big price difference is the upgrade from quick service to regular dining.

The reservation online now list the oldest as a 12 year old but they didn't change the price. I can't see a breakdown of dining credits but they've assured me on the phone yet again that she is on the adult plan.

I'm so scared of getting there and things not being right. If I have all of my confirmation emails listing her as a 12 year old and take them when I check in should they be able to resolve it there if there is a problem?

 

[magictam2]

If your 12 year old is like mine and eats off the kids menu anyway, then don't worry about it. You asked and pointed it out and no one did anything.

Now if the 12 year old would definitely want to eat off big menu, then I would call back and make sure the child is definitely listed as an adult, confront the cost again and then leave it as whatever you work out.

This is why I use a travel agent...she deals with all this stuff HAHA

I agree. You tried multiply times to get it corrected.

 

[Eliza32]

Why not wait and see. If you're really concerned, then just take the extra money with you to pay if it's wrong when you get there.

If they don't ask for extra, then bonus for you.

 

[smitch425]

Thank you for the responses

The 12 year old is a big steak eater so the adult credits are important. Unlike the rest of my kids she has never liked chicken nuggets, mac and cheese, pizza, etc. Weird.

We booked 2 rooms at All Star Movies. We can fit 9 because the baby is 2. I know it doesn't work for a lot of people but my kids are exceptionally close and actually prefer to share rooms. We are staying 14 nights so the big price difference is the upgrade from quick service to regular dining.

The reservation online now list the oldest as a 12 year old but they didn't change the price. I can't see a breakdown of dining credits but they've assured me on the phone yet again that she is on the adult plan.

I'm so scared of getting there and things not being right. If I have all of my confirmation emails listing her as a 12 year old and take them when I check in should they be able to resolve it there if there is a problem?

Did you upgrade to the regular plan? Are you sure you are not adding in some type of a cost for the 2 year old in your calculations? The 2 year old will not be on the plan nor need a ticket. Also, did your room type change, such as going from preferred to standard?

 

[Lehuaann]

Perhaps GS is comping the 12 yr old adult credits for child prices due to CRO's mistake?

GS has the ability to make that call, so that's something you need to find out.

I've had this exact thing happen to me several years ago, but the total was fixed to reflect it.


*Edited to add - my daughter was listed as 9 before our issue (instead of 10). When they modified it to 10, the price went up.

In your case the age has changed (to 12), but the amount has not. That makes me think a comp was involved...

 

[Usandthe4kids]

I'll definitely make sure I have the extra money, I'm just worried they'll tell me I'm stuck.

It's two standard rooms 9/4-9/18. Upgrade from free quick service to regular. 10 day park hopper + water parks and more. 3 adult, 6 kids (12, 9, 8, 7, 5, and 2).

When I price it out online I get $7584

The price I paid is $7353 (That's also the price I get when I price out the same package for 3 adults and 6 kids under 10)

I would love to find out I'm wrong so I could rest easy knowing everything is straight. Haha.

 

[su_A_ve]

OP - Get a confirmation email - in fact you should be able to pull your reservation online and see what it says.

The email confirmation will have everyone's names and ages listed. You'll also see exactly what type of tickets you have and what options. And it will have the total amount.

NOTE: Just checked with my reservation. Online you cannot tell if the ages are correct. However, the email with the link to the reservation details will show EXACTLY what's on the system including rooms, tickets and the ages of each of the kids - Adult 18+ show as AD.

 

[simonmunro]

Could it be an issue of the insurance cost or lack of insurance? That often the case when numbers seem off by a bit.

 

[poohbear13]

I would do exactly what you did... you pointed it out... just make sure all your reservations say the correct ages... bring a copy of it with you and if your credits are not correct, make sure you point it out...It seems you did everything you could to point it out. as long as your paperwork has the correct info, you should be good.

 

[disneyfantotheend]

I'll definitely make sure I have the extra money, I'm just worried they'll tell me I'm stuck.

It's two standard rooms 9/4-9/18. Upgrade from free quick service to regular. 10 day park hopper + water parks and more. 3 adult, 6 kids (12, 9, 8, 7, 5, and 2).

When I price it out online I get $7584

The price I paid is $7353 (That's also the price I get when I price out the same package for 3 adults and 6 kids under 10)

I would love to find out I'm wrong so I could rest easy knowing everything is straight. Haha.

Could it be that they didn't charge you the ticket price increase and when you price it out online it is charging that? I don't know what that exact increase was, so not sure, but you could be concentrating on the dining and it could be something else.

 

[StrwLady]

NOTE: Just checked with my reservation. Online you cannot tell if the ages are correct. However, the email with the link to the reservation details will show EXACTLY what's on the system including rooms, tickets and the ages of each of the kids - Adult 18+ show as AD.

The website reservation had me questioning how they had my son booked. He is 15 and the reservation on the website shows...

Guests:
1 Adult, 1 Child
Dining Plan:
2013 Table Service Meals - Child, 2013 Table Service Meals - Adult, 2013 Quick Service Meals

When I noticed this I questioned the CM and she assured me that despite saying Child table service it would be an adult. It is so misleading and confusing. Like you said my email confirmation does show Guest (Adult) Guest (15). So I am not worried about it but it did make me call and ask.

For the OP... I agree with others. Just wait till you check in and if necessary make a change at check in and pay the difference.

 

[disneyfantotheend]

The website reservation had me questioning how they had my son booked. He is 15 and the reservation on the website shows...

Guests:
1 Adult, 1 Child
Dining Plan:
2013 Table Service Meals - Child, 2013 Table Service Meals - Adult, 2013 Quick Service Meals

When I noticed this I questioned the CM and she assured me that despite saying Child table service it would be an adult. It is so misleading and confusing. Like you said my email confirmation does show Guest (Adult) Guest (15). So I am not worried about it but it did make me call and ask.

For the OP... I agree with others. Just wait till you check in and if necessary make a change at check in and pay the difference.

Even my parents' reservation says something about child credits, and they are 65 and 66. I think it is just the way the new system does things. I hate it really, Wish they had a more accurate description to avoid any possible problems.

 

[Usandthe4kids]

Thank you all so much for your help. I finally talked to a CM who was willing to run the numbers. She confirmed that when they added my mom somehow the computer charged me for addind a child instead of an adult (ticket and dining) because of the other CM accidently deleting the 12 year old and doubling the child. When they fixed it in the computer it didn't change the price. She's not sure why or how. She assured me that everything in the package is right and to consider it a little extra magic to start the trip. I feel a little better...of course I'd feel better if I had it in writing. Now I just have to wait until check in and hope all goes smoothly

 

[su_A_ve]

Get a copy of the reservation in email. It should have a link to it which will list EXACTLY what you will get.

Should be something like this:

PACKAGE(S): CORONADO SPRINGS- IAC
MAGIC YOUR WAY FREE DINE

**Guest 1 (AD) XXXX/XXXX/MR
**Guest 2 (AD) XXXX/XXXX/MRS
**Guest 3 (16) XXXX/XXXX/MSTR
**Guest 4 (12) XXXX/XXXX/MSTR

xx/xx/2013 HOTEL 7 NIGHTS [ 1, 2, 3, 4 ]
CORONADO SPRINGS- IACCORONADO SPRINGS-STANDARD VIEW

xx/xx/2013 ADMISSION 1 PER PERSON [ 1, 2, 3, 4 ]
5D MYW

xx/xx/2013 FEATURE 1 PER PERSON, PER NIGHT [ 1, 2, 3, 4 ]
FREE TABLE SERVICE MEALS

xx/xx/2013 FEATURE 1 PER PERSON, PER NIGHT [ 1, 2, 3, 4 ]
FREE DINE QUICK SERVICE MEALS

xx/xx/2013 FEATURE 1 PER PERSON, PER NIGHT [ 1, 2, 3, 4 ]
FREE DINE SNACK