Updated w/ Disney response. Confirmation email and reciept are jokes! Beware

[angeluna]

Computers can have serious glitches...

This is why I NEVER pay the balance until it's due. I get a nice confirmation email when I book with the deposit only. I would have discovered it then and called CS to straighten it out before they had my money.

Our confirmation email had all the correct info on it. Nothing to discover there.

 

[raven69david]

Sounds like my local cable company: Time Warner Cable. They have got ridiculous in pricing and their customer service has went way down hill.

This is why I dumped TWC and went with U-Verse. Much better customer service, lots of specials that are constantly updated and the content is much better.

Back OT, I have not had any bad experiences as I book online, pay my deposit and then I PIF well in advance before my trip date arrives. Their system has been going through transitions and it seems to be taking forever to implement some key changes to their system. It'll be a great day once it's finally completed.....kinda like waiting for the Mine Train construction to end and now it's OPEN!!!

 

[momof2n2]

Wow OP. This stinks. I can not believe they aren't just honoring the confirmation email. If I'm to understand correctly, the email shows you all if the dates and gives a figure. They are now saying for the total you paid they only charged you for 6 days and you now need to pay for the rest if you want the other two days despite the email reflecting all 8 days?

To be fair, I've never booked anything with Disney. But I've traveled a ton and would expect customer service to honor the email. Sure they lose money, but it's more honorable.

Here's my *thing* about Disney:
Have they finally realized that people will just keep coming no matter what? I could go on and in with this example, but in its simplest form, I kind of think this is what's going on. Even if me, you, and the next poster stopped going... There'd be others just lining up. Do they just not have to try hard anymore??

 

[momof2n2]

OP - did you get any further with this?

 

[angeluna]

Update:

Sorry for the wait, I've been dealing with this daily. I emailed wdw.guest....ect.
and got a call back from Ernestine. Evidently we only received the original "invoice" not the break down confirmation. She stated that the invoice doesn't prove that we booked for 9 nights. Even though it state the arrival and departure date at Coronado. She claims that it just shows that we'll be in the area at that time. What????? Ernestine says that the encryption on their end all shows 7 nights. Well yeah, they'd already told me it was a computer GLITCH. Because of the encryption and the nonspecific (whatever that means?) in the area dates, she said she couldn't do anything to help.

Then Sarah from guest relations called and said that that was wrong and she didn't agree with them. She offered me a gift card for the difference ($681) and offered an apology for the trouble. Great!

Next day Sarah calls again and says that reservations is giving her fits and that they won't allow the gift card. She knows she promised me something and she wants to make it right so she will work with her team to come up with some ideas.

Three days later Sarah calls back and says she can only do a $200 gift card, but she put 3 fast passes per person per day on our MDE account, and also when we arrive we can have some ice cream. Ugh She's sorry but that is all she is allowed to do. She doesn't have the authority to do any upgrades ect.
That is all through reservations.

I don't know how I feel about all of this now. What would you do if this was you?

 

[DVCMomBLT]

Update:

Sorry for the wait, I've been dealing with this daily. I emailed wdw.guest....ect.
and got a call back from Ernestine. Evidently we only received the original "invoice" not the break down confirmation. She stated that the invoice doesn't prove that we booked for 9 nights. Even though it state the arrival and departure date at Coronado. She claims that it just shows that we'll be in the area at that time. What????? Ernestine says that the encryption on their end all shows 7 nights. Well yeah, they'd already told me it was a computer GLITCH. Because of the encryption and the nonspecific (whatever that means?) in the area dates, she said she couldn't do anything to help.

Then Sarah from guest relations called and said that that was wrong and she didn't agree with them. She offered me a gift card for the difference and offered an apology for the trouble. Great!

Next day Sarah calls again and says that reservations is giving her fits and that they won't allow the gift card. She knows she promised me something and she wants to make it right so she will work with her team to come up with some ideas.

Three days later Sarah calls back and says she can only do a $200 gift card, but she put 3 fast passes per person per day on our MDE account, and also when we arrive we can have some ice cream. Ugh She's sorry but that is all she is allowed to do. She doesn't have the authority to do any upgrades ect.
That is all through reservations.

I don't know how I feel about all of this now. What would you do if this was you?

I'd give up. This is probably as close to "satisfaction" as you are going to get. To get complete satisfaction probably isn't worth the effort it will be.

 

[Luckybee]

It isn't worth speaking to a lawyer but if it were they would tell you that if you have correctly outlined the facts here , then you had a contract. This isn't a case of a case of a clear pricing error that you would clearly have known was a mistake. I don't know the U.S e-commerce reg's and statutes, or the US consumer protection acts.. I'm presuming there are some, but this does not sound on the face of it to be the type of error that a company can hide behind as a "computer error".

Rather, there seems to be the "components" of a contract here and if so D needs to honour it. Does D have a means of escalating ? If so that is the direction I'd be going. Unfortunately, because of the costs involved having a lawyer contact them would be cost prohibitive, that said sadly a company can often get away with this kind of thing because the amounts are too small for anyone to take action

 

[Aggiegrl]

I'd give up. This is probably as close to "satisfaction" as you are going to get. To get complete satisfaction probably isn't worth the effort it will be.

I agree. Take the $200 and the fast passes and be as happy as you can be about your trip. Don't let $500 ruin your vacation.

With the double fast passes, you now have some planning to do. Maybe delving into fastpass strategy can take your mind of this rotten experience.

 

[AngiTN]

Since as I can understand it, they didn't over charge you, I'm not sure what should be done. Was there an error, yes. But they charged you for 7 days, not 9. Now, if they had charged you for 9 days and only booked you for 7, then I'd be very upset. But seeing as the charge was right, I'd probably just move on with my life now.

Just curious, what did you want them to offer? Did you ever tell them what you expected them to do to correct it? Sometimes telling them what you want for resolution can get some action.

 

[Crl1817]

I agree. Take the $200 and the fast passes and be as happy as you can be about your trip. Don't let $500 ruin your vacation.

With the double fast passes, you now have some planning to do. Maybe delving into fastpass strategy can take your mind of this rotten experience.

I agree.

I think they should have honored the quoted price. Legally they may be in breach of contract, I don't know. But as a matter of good business practice and good customer relations, they should quite simply honor the deal they made with you and eat their mistake.

But for me, continuing to pursue it would be stressful and would interfere with enjoying the preparation for my vacation. So I would take a deep breath, take what's been offered, and move on. If I really couldn't do that, I think I might cancel with disney altogether and plan a entirely different vacation.

I hope you are happy with whatever you decide to do!

 

[bumbershoot]

Update:

Sorry for the wait, I've been dealing with this daily. I emailed wdw.guest....ect.
and got a call back from Ernestine. Evidently we only received the original "invoice" not the break down confirmation. She stated that the invoice doesn't prove that we booked for 9 nights. Even though it state the arrival and departure date at Coronado. She claims that it just shows that we'll be in the area at that time. What????? Ernestine says that the encryption on their end all shows 7 nights. Well yeah, they'd already told me it was a computer GLITCH. Because of the encryption and the nonspecific (whatever that means?) in the area dates, she said she couldn't do anything to help.

No no no.

My SIL is a lawyer and with her partner salary wouldn't blink at $600+, but NO. She wouldn't take this.

You got an email with the full dates. Disney doesn't have a way to book and tell their system when you'll "be in the area". They have check in and check out dates. Period.

You put in certain dates and their system told you certain amounts. Your email shows you the dates and the amounts. Period!

It doesn't matter what THEIR messed up system shows; they know it's messed up, and they (as I said before) have to fix this!!! Ernestine isn't seeing that. Which means she isn't escalating it to the website people.

The other woman seemed to get it, but obviously isn't explaining it well enough to the department.

If you have a handy lawyer in the immediate the family I'd take it further.

I would keep that email, print it several times, make sure it's on an email account that you can reach easily. If those things don't happen, do something about it.

 

[jenineh]

Since as I can understand it, they didn't over charge you, I'm not sure what should be done. Was there an error, yes. But they charged you for 7 days, not 9. Now, if they had charged you for 9 days and only booked you for 7, then I'd be very upset. But seeing as the charge was right, I'd probably just move on with my life now. Just curious, what did you want them to offer? Did you ever tell them what you expected them to do to correct it? Sometimes telling them what you want for resolution can get some action.

I agree with you. She is getting 200.00. Extra fast passes and free ice cream. I would say that's a win.

 

[Surfinpiratee]

Update:

Sorry for the wait, I've been dealing with this daily. I emailed wdw.guest....ect.
and got a call back from Ernestine. Evidently we only received the original "invoice" not the break down confirmation. She stated that the invoice doesn't prove that we booked for 9 nights. Even though it state the arrival and departure date at Coronado. She claims that it just shows that we'll be in the area at that time. What????? Ernestine says that the encryption on their end all shows 7 nights. Well yeah, they'd already told me it was a computer GLITCH. Because of the encryption and the nonspecific (whatever that means?) in the area dates, she said she couldn't do anything to help.

Then Sarah from guest relations called and said that that was wrong and she didn't agree with them. She offered me a gift card for the difference ($681) and offered an apology for the trouble. Great!

Next day Sarah calls again and says that reservations is giving her fits and that they won't allow the gift card. She knows she promised me something and she wants to make it right so she will work with her team to come up with some ideas.

Three days later Sarah calls back and says she can only do a $200 gift card, but she put 3 fast passes per person per day on our MDE account, and also when we arrive we can have some ice cream. Ugh She's sorry but that is all she is allowed to do. She doesn't have the authority to do any upgrades ect.
That is all through reservations.

I don't know how I feel about all of this now. What would you do if this was you?

What I would try to do is cancel my reservation all together, then start over.

OR

I'd go on vacation somewhere else, if I had somewhere else in mind. But I'd probably try canceling the reservation that's giving you trouble.

 

[BabiesDaddy]

Considering you weren't out anything, i think they made good with the $200 gift card. We have to be realistic when there is a glitch in the system. At what price does disney stand it's ground? $250, $681, $2500, free trip? I think most would agree, if i was able to book a free trip because of a pc glitch, it would be silly to expect them to honor it. I feel your pain, i really do, i'd be disapointed if i found out the price was higher after i booked it. I'd even agree with you if they did it when you showed up at the resort. But ahead of time, i'd have to sit down and realize i'm only paying what the actual price is, no more.

 

[jenrose66]

Update:

Sorry for the wait, I've been dealing with this daily. I emailed wdw.guest....ect.
and got a call back from Ernestine. Evidently we only received the original "invoice" not the break down confirmation. She stated that the invoice doesn't prove that we booked for 9 nights. Even though it state the arrival and departure date at Coronado. She claims that it just shows that we'll be in the area at that time. What????? Ernestine says that the encryption on their end all shows 7 nights. Well yeah, they'd already told me it was a computer GLITCH. Because of the encryption and the nonspecific (whatever that means?) in the area dates, she said she couldn't do anything to help.

Then Sarah from guest relations called and said that that was wrong and she didn't agree with them. She offered me a gift card for the difference ($681) and offered an apology for the trouble. Great!

Next day Sarah calls again and says that reservations is giving her fits and that they won't allow the gift card. She knows she promised me something and she wants to make it right so she will work with her team to come up with some ideas.

Three days later Sarah calls back and says she can only do a $200 gift card, but she put 3 fast passes per person per day on our MDE account, and also when we arrive we can have some ice cream. Ugh She's sorry but that is all she is allowed to do. She doesn't have the authority to do any upgrades ect.
That is all through reservations.

I don't know how I feel about all of this now. What would you do if this was you?

You can't promise something and then go back on it. It's terrible business. If she would have started off with the $200 and never said anything about the $681 that would have been different...Plus with all the computer glitches how do you even know you will get the extra fast passes?

I would thank Sarah for trying to make it right and then I would ask for her supervisor and keep going up the chain. I would also find out what type of outside agency you can report this too because Disney did a bait and switch with your reservation (regardless of if it was intentional or not). This is walking a fine line with fraud, in my opinion.

 

[leebee]

Good customer service would honor what your confirmation says and would be less cost for Disney than the negative PR they get when you share your story. Sorry your experience hasn't been so pleasant.

INDEED!! Several years ago, DD and I were booked for 9 nights at POP during free dining. I upgraded our dining to the regular DDP from QSDP, the CM quoted me a price, and I paid for our vacation (we were only about a month out). I really didn't think about the price; we'd done several iterations of our vacation plan (w/ and w/out hopping, WPFM, etc.), so I had several numbers in my head and knew all were within budget. When I called back to add our flight numbers to the reservation and schedule Magical Express, the CM on the phone said, "OH, look at that! We didn't charge you to upgrade your dining!" I kind-of gulped and said, "OK, we want the upgrade, what's the new price?" The CM was overly-apologetic and said no, they quoted us a price to include the upgraded dining, that we paid, it was their mistake, etc, and no additional money was due. Now THAT is customer service! So sad to see what is now happening at Disney. Perhaps because calls are now outsourced, the people answering them aren't really CMs but just employees of the calling service, so don't understand the expected level of service, dedication, etc., that we all have come to expect? IDK… but it's pretty sad, and frustrating!!

OP, it's really up to you how much more you wish to pursue this. It would stick in my craw to have a confirmation for specific dates at a specific price, but then have them say OOPS we made a boo boo and didn't book you for the entire time. OTOH, as you said, it's not like they are charging you more for something you are not getting… they finally are charging you the correct price for the correct dates. Taking the gift card and fps (and ice cream!) mean that you are getting something for the extra time you invested to make your reservation "correct." Of course, you have a confirmation for a specific price for specific dates, which they really SHOULD honor- and that's the circular argument and conundrum in this situation. Any way you can contact the Better Business Bureau, any other civic/community services in Orlando, and the state attorney general's office? And leave a nasty comment on trip advisor? You might be able to pressure Disney into honoring the confirmation they made (is this a legal contract in FL?), but do you have the time and energy to go through the hassle? Or do you suck it up, pay the correct price for the correct # of nights, and take the "parting gifts" and run?

FWIW… I think that despite Disney's mistakes and our dissatisfaction with customer service, as long as we all keep going to WDW (and that means DW, DCL, etc.) they will keep doing whatever the heck they want, however they want to do it, despite customer dissatisfaction. As long as they have your money, Disney is happy. There will always be some new sucker to take your place, and as they don't have 10 years of experience visiting Disney to compare "today's" Disney to, they will be thrilled and amazed and rave about how wonderful Disney and their customer service really is!

 

[flatlandcycle]

Confirmation of booking showed the correct dates.

If this had happened to me I would have changed to a Value Resort with the best discount available. I also would have canceled the dining plan.

If the numbers didn't look better, I would be in a hotel on RT 192 Maingate West.

 

[mom2rtk]

INDEED!! Several years ago, DD and I were booked for 9 nights at POP during free dining. I upgraded our dining to the regular DDP from QSDP, the CM quoted me a price, and I paid for our vacation (we were only about a month out). I really didn't think about the price; we'd done several iterations of our vacation plan (w/ and w/out hopping, WPFM, etc.), so I had several numbers in my head and knew all were within budget. When I called back to add our flight numbers to the reservation and schedule Magical Express, the CM on the phone said, "OH, look at that! We didn't charge you to upgrade your dining!" I kind-of gulped and said, "OK, we want the upgrade, what's the new price?" The CM was overly-apologetic and said no, they quoted us a price to include the upgraded dining, that we paid, it was their mistake, etc, and no additional money was due. Now THAT is customer service! So sad to see what is now happening at Disney. Perhaps because calls are now outsourced, the people answering them aren't really CMs but perhaps just employees of the calling service, so don't understand the expected level of service, dedication, etc., that we all have come to expect? IDK… but it's pretty sad, and frustrating!!

See..... this is the Disney we all knew and loved. The ones complaining more about Disney lately are seeing stories like this one..... and comparing to the one in the OP........ and seeing that something really has changed.

 

[JimmyV]

It's all a bit confusing, but let me see if I have this right by using round numbers.

1. Guest tries to book 9 nights at $200 per night for an anticipated total of $1,800.
2. Email confirmation comes in showing a booking for all 9 nights, but the total charge shown is only $1400.
3. Guest tries to make some dinner reservations and notices that her reservation is showing only 7 nights (which corresponds to the $1400 charge).
4. Guest calls up and finds out that there has been a "glitch" and that the reservation is booked for only for 7 nights, but the customer service person corrects that and adds the other two nights on to the back end of the reservation and adds the additonal $400 to the charged total.
5. Guest gets mad because she thinks that a 9 day vacation should cost $1400 instead of $1800 because that is what the confirmation email showed as a result of the "glitch"
6. Guest knows that the room is $200 per night and that 9 x $200 = $1800, but want to hold Disney to its mistake.

If I have this right, then I have no sympathy for your plight whatsoever. And there is no "contract law" that any law firm partner can work to your favor. The contract was to buy 9 units at $200 per unit. That is what they offered to sell the guest and that is what the guest agreed to pay. If a sales clerk makes an error and writes up a receipt for $1400 instead of $1800, that doesn't change the fact that the guest agreed to pay $1800. Once the error is caught, adjustments have to be made. Trying to shave the $681 off the bill is nothing more than playing "gotcha" over a computer error that billed for 7 nights instead of 9.

Now, if the error had occured because the website showed that the room was $200 per night and that was a mistake, and the room rate was actually $250 per night and Disney tried to make that adjustment after it confirmed 9 nights at $200, then the guest would have a case. The guest would have accepted what Disney offered and that is that. But here, the guest accepted 9 nights at $200 per night and is trying to reap a windfall due to having been charged for only 7. Think of it this way. You buy a car on a monthly installment plan agreeing to pay $250 per month for 60 months. The finance company sends you a coupon book with monthly tickets to send in with your payment. But instead of sending 60 tickets, it makes a mistake and sends you 48 instead. After two months go by, it realizes its error and sends 12 more tickets to you in the mail. Under those circumstances, you wouldn't get to keep the car free and clear after making just 48 payments. You agreed to 60. A clerical error does not get you a cheaper car. And it doesn't get you a cheaper hotel room either.

 

[mindygirl5238]

I think I would still try to stand my ground a little. Yes, they didn't overcharge you, however they did quote you a certain price for a certain product. That being a 9 day trip, not a 7 day one. $200 gift card is nice, FastPasses...they may or may not work, Ice cream? Ok thanks I guess.

If I went to a car dealership and bought a Corvette, because they quoted me a really awesome price on it. Signed the papers & drove it off the lot. They can't call me back a couple days later & say, "Oh yeah, computer glitch...that price is actually for our compact sedan. You're gonna have to return the Corvette & take the sedan. Oh, it doesn't matter that you have paperwork WE gave you proving WE charged you that price for the Corvette. The end."