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

[flatlandcycle]

The way Disney fiddles with pricing, one might assume that they were getting a price break for 9 days. Do we ever have a real itemized price for these packages?

 

[Kalea]

Personally, I think Disney's offer to "fix" the situation is generous. No problem there.

However... with the reservation already being 'glitchy,' I think I would cancel and either start over or go somewhere else. Just in case whatever issues persist throughout your trip, kwim?

 

[AngiTN]

The way Disney fiddles with pricing, one might assume that they were getting a price break for 9 days. Do we ever have a real itemized price for these packages?

I know I got a break down for our room only pricing. I saw the price for each night.

 

[over50visits]

Never profit from someone else's mistake. Ever.

If Disney made an honest mistake, even due to their continually mistake-prone IT department, it is wrong to insist they honor that.

If you made an honest mistake Disney should never ask you to honor it.

Unfortunately there are many people who delight in company's mistakes and seek to profit, and I understand why companies then defend themselves against these opportunists. In thus particular case, whoever image the error should apologize and both should move on.

 

[JimmyV]

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."

That's not at all what happened here. What happened was that the buyer agreed to pay $75,000 for a Corvette with GPS and upgraded radio, and when the paperwork came out the invoice showed $73,000, but the items and extras listed did not show the GPS and upgraded radio. When the error was caught, a new invoice was printed out showing line items for all features and extras including the GPS and upgraded radio, but the buyer is now trying to hold the dealership to the lower price that was calculated in error because it omitted the add-ons.

 

[flatlandcycle]

One of the things that occurred in the past, is that you would be offered different prices if you didn't clear your cache and browser cookies.

With a system like that, that is in constant flux, how do you know what is the proper price?

 

[JimmyV]

One of the things that occurred in the past, is that you would be offered different prices if you didn't clear your cache and browser cookies.

With a system like that, that is in constant flux, how do you know what is the proper price?

But the issue here is not the "proper price per unit". That is understood and accepted. The issue here is how many units did the OP buy versus how many they were charged for. They thought that they were buying 9 and got charged for 7. When they asked that the other two be added on and Disney did so and charged for them, all heck broke lose. What were they supposed to do? Give the OP two additional days for free?

 

[dsneprincess]

I'd be fine with the gift card, ice cream & fast passes, IF they actually materialize and work.....not a believer anymore.

 

[leebee]

That's not at all what happened here. What happened was that the buyer agreed to pay $75,000 for a Corvette with GPS and upgraded radio, and when the paperwork came out the invoice showed $73,000, but the items and extras listed did not show the GPS and upgraded radio. When the error was caught, a new invoice was printed out showing line items for all features and extras including the GPS and upgraded radio, but the buyer is now trying to hold the dealership to the lower price that was calculated in error because it omitted the add-ons.

This is a poor analogy, because the confirmation lists everything that the OP asked for. Disney sold OP a package deal that included room, dining, tickets, and tax. Confirmation states 9 nights for $XXXX, NOT 7 nights for $XXXX dollars when OP wanted 9 nights. Disney confirmed its sale of the package OP requested. THEN only when OP double checked did she find that although they CONFIRMED a 9 night booking for this price, the computer system only booked a 7 night reservation. Yes, the computer has the correct price for 7 nights, and OP was quoted and confirmed a 9 night vacation for a 7 night price. She even admits this. The bottom line concerns whether the CONFIRMATION that Disney sent the OP is a binding document. If it is, then Disney should honor it. If not, then OP needs to pay the accurate price for 9 nights. I think this is what Disney is suggesting, and offering a gift card, FP+s, and ice cream for her trouble. As this is the same type of incentive that Disney offers folks for taking the DVC tour, it's no skin off their noses to do it here.

I come back to the circular argument. If the confirmation is a binding document, then Disney should live up to it. If it's not a binding document, then OP should pay the correct amount for the correct # of nights and take the gift card, et al., as compensation for her time spent in correcting this issue.

(PS I might be incorrect as to the original number of nights but the concept stands.)

 

[JimmyV]

This is a poor analogy, because the confirmation lists everything that the OP asked for. Disney sold OP a package deal that included room, dining, tickets, and tax. Confirmation states 9 nights for $XXXX, NOT 7 nights for $XXXX dollars when OP wanted 9 nights. Disney confirmed its sale of the package OP requested. THEN only when OP double checked did she find that although they CONFIRMED a 9 night booking for this price, the computer system only booked a 7 night reservation. Yes, the computer has the correct price for 7 nights, and OP was quoted and confirmed a 9 night vacation for a 7 night price. She even admits this. The bottom line concerns whether the CONFIRMATION that Disney sent the OP is a binding document. If it is, then Disney should honor it. If not, then OP needs to pay the accurate price for 9 nights. I think this is what Disney is suggesting, and offering a gift card, FP+s, and ice cream for her trouble. As this is the same type of incentive that Disney offers folks for taking the DVC tour, it's no skin off their noses to do it here.

I come back to the circular argument. If the confirmation is a binding document, then Disney should live up to it. If it's not a binding document, then OP should pay the correct amount for the correct # of nights and take the gift card, et al., as compensation for her time spent in correcting this issue.

(PS I might be incorrect as to the original number of nights but the concept stands.)

It is exactly the right analogy. The purchaser wanted 9 nights at "x" per night and agreed to that amount. When they were only booked for 7 nights and charged for 7 nights, adding the other two nights on to the total is necessary and proper. If you book an airline ticket and the web page shows a price of $400 and then you get an email confirmation showing $300 and the airline contacts you to let you know that they will be adding a separate $100 charge to your cc bill, you cannot rely on the confirmation email as proof of the price paid. You have to rely on the price that was shown when you "clicked" to purchase the flight. Disney has a right to receive what it showed it was charging for 9 full nights. The problem here is not with the price. It is with the number of nights. The OP was only booked in for 7 nights and charged for 7 nights. If the OP wants to stay for 9 nights, then they have to pay for 9 nights.

 

[Crl1817]

The way Disney fiddles with pricing, one might assume that they were getting a price break for 9 days. Do we ever have a real itemized price for these packages?

This is kind of how I feel. I know there are people here who know the rack rate, the discount rate, the whatever rate. I don't. We don't go that often and I'm just not that good. I priced our trip out online and when the total was something we could afford, I hit whatever button you hit to accept it. If that total had been "wrong" I wouldn't have known it. I might have assumed there was a multiple day discount or some other promotion. (In fact, I'm feeling like I should go triple check my confirmation email and MDE right now.). Once I booked that I might well have booked air travel or made other plans contingent on it.

 

[DVCMomBLT]

This is a poor analogy, because the confirmation lists everything that the OP asked for. Disney sold OP a package deal that included room, dining, tickets, and tax. Confirmation states 9 nights for $XXXX, NOT 7 nights for $XXXX dollars when OP wanted 9 nights. Disney confirmed its sale of the package OP requested. THEN only when OP double checked did she find that although they CONFIRMED a 9 night booking for this price, the computer system only booked a 7 night reservation. Yes, the computer has the correct price for 7 nights, and OP was quoted and confirmed a 9 night vacation for a 7 night price. She even admits this. The bottom line concerns whether the CONFIRMATION that Disney sent the OP is a binding document. If it is, then Disney should honor it. If not, then OP needs to pay the accurate price for 9 nights. I think this is what Disney is suggesting, and offering a gift card, FP+s, and ice cream for her trouble. As this is the same type of incentive that Disney offers folks for taking the DVC tour, it's no skin off their noses to do it here.

I come back to the circular argument. If the confirmation is a binding document, then Disney should live up to it. If it's not a binding document, then OP should pay the correct amount for the correct # of nights and take the gift card, et al., as compensation for her time spent in correcting this issue.

(PS I might be incorrect as to the original number of nights but the concept stands.)

But which part of the confirmation was in error? The number of nights or price?

 

[KimmiP]

Ok after reading all this I think I'm going to visit my TA and bring her flowers

But basically, OP is in a catch 22. If she cancels and rebooks she will still have to pay the $681 for the 2 extra nights and she won't get the extras. If she goes up the chain it's entirely possible that all offers will be off the table (not saying it will but anything is possible). She should be ok with having basically a free night's stay ($200 plus FPs and ice cream).

What I don't get is I don't read anywhere where the OP actually states what she wants.
*To get the 2 nights for free (not gonna happen)
*To be acknowledged that the system screwed up and the CM was rude(already happened)
*To get some perks (got that too)

My thing is how much time and aggravation are you willing to put into this? I just don't see what the end game is. They are not mind readers, if you have something that will satisfy you then tell them.

 

[king kamehameha]

This is the new Disney way...they just don't care anymore! hope it all works out for you. A confirmation and a reciept is just that...I would fight it. not your mistake but theirs. Disney went from the happiest place on earth to the biggest pain in the *** place on earth.

 

[aaarcher86]

But which part of the confirmation was in error? The number of nights or price?

The price it sounds like. Price in the confirmation is for 7 nights, but the dates are for 9.

Basically, Disney has 2 sets of dates in their system - trip dates and 'area' dates. The trip dates are your actual dates for your trip, what the price reflects, etc. The area dates are for confirmation emails, DME, and informational purposes. If they put 7 nights in the trip dates and 9 nights in the area dates, the price will be for 7 and that's what will be booked, but the email will reflect 9.

 

[Goofy4WDW1964]

Sorry, but you were given a confirmation that indicated 9 nights for the price indicated on the confirmation.

What legally occured here is when you made your reservation for nine nights at a stated price, you received a confirmation from disney for 9 nights at a different price. Legally, Disney made you a counter offer and they are legally required to honor it. If they don't, they can be charged with bait and switch whether it is a computer glitch or not.

If this happened to me, I would file a claim with our states attorney's office against Disney and I would also file a complaint with the Better Business Bureau. It doesn't cost me a thing and their office takes care of everything.

 

[AngiTN]

But which part of the confirmation was in error? The number of nights or price?

If I understand it right, the OP stated that the price she has is the price that she expected for 7 nights. That for 9 nights she did expect a higher price. Or something like that. At least that's how I understood it when she said

While on the phone trying to figure out the problem the condescending rep decided to give me a math lesson too. Ugh. Honestly yes, the total should be the newer total that I have now been told. That's why I have delayed calling them back.

To me, the above indicates that the price for 9 nights should have been the new total, not the total for 7 nights.

The price it sounds like. Price in the confirmation is for 7 nights, but the dates are for 9.

Basically, Disney has 2 sets of dates in their system - trip dates and 'area' dates. The trip dates are your actual dates for your trip, what the price reflects, etc. The area dates are for confirmation emails, DME, and informational purposes. If they put 7 nights in the trip dates and 9 nights in the area dates, the price will be for 7 and that's what will be booked, but the email will reflect 9.

We all know this answer was pulled out of her ***. That is simply impossible and ridiculous for them to even put it out there. I can't imagine what the person who said it was thinking. Disney has no means to determine the dates you are in the area, yet not staying at Disney. At no time do they ask for the dates you plan to arrive in FL or the date you plan to leave FL. They ask what date you want to check in and what date you want to check out. If the problem was something that happened all the time this would not be the first time it's been posted of here. Something very unusual went on, as in has never happened before and likely never going to happen again. But if folks continually booked 9 nights and got recorded by Disney as 7 we would have heard about it before.

 

[mejo]

I can not believe this, the OP got what she paid for and now more. Its not like she was told she could not have the two extra days, just that she would have to pay for them, just like the rest of us. Its things like this why prices keep going up, because people these days expect to get more than they pay for.

 

[angeluna]

Ok, let me set some things straight.

We only ever wanted nine nights at the one and only price for our package that I ever saw and that was for $3899.
When I went to book dining I noticed our reservation was short two days.
Called Disney they said it was a computer glitch and sure they would add those two nights no problem, but it will be $681 more bringing our new total around $4590 ish. (Don't have my paperwork in front of me).
IF that total had come up in the beginning it would have been fine. BUT, it did NOT. So yes, I expect Disney to honor ALL of their communication/confirmation/invoices. ALL.
Then I expect to be talked to in a professional AND caring manner. NOT, you're out of luck and act like I'm wasting their time.
NO, I don't expect something for nothing nor am I an opportunist. However, I DO expect Disney to honor their communication. NOT my fault there is an error. Sorry. That is just not good business practice.
In saying that though, with how nice and understanding Sarah was, I would have been happy with the $200 GC, ice cream, and Fast Passes. BUT, I was originally told that I would be sent a $681 gift card. How nice of them. Insert warm fuzzy feelings. Didn't expect that.

THEN guess what? You won't be getting that Disney promise either. Can I really not depend on anything that Disney is offering?
And no, we can't just cancel and redo the reservation because they are all sold out for our time frame at that resort.

Maybe I'm just old fashioned but I believe Disney should honor what they put out. Period.

 

[bellazachmom]

Ok, let me set some things straight.

We only ever wanted nine nights at the one and only price for our package that I ever saw and that was for $3899.
When I went to book dining I noticed our reservation was short two days.
Called Disney they said it was a computer glitch and sure they would add those two nights no problem, but it will be $681 more bringing our new total around $4590 ish. (Don't have my paperwork in front of me).
IF that total had come up in the beginning it would have been fine. BUT, it did NOT. So yes, I expect Disney to honor ALL of their communication/confirmation/invoices. ALL.
Then I expect to be talked to in a professional AND caring manner. NOT, you're out of luck and act like I'm wasting their time.
NO, I don't expect something for nothing nor am I an opportunist. However, I DO expect Disney to honor their communication. NOT my fault there is an error. Sorry. That is just not good business practice.
In saying that though, with how nice and understanding Sarah was, I would have been happy with the $200 GC, ice cream, and Fast Passes. BUT, I was originally told that I would be sent a $681 gift card. How nice of them. Insert warm fuzzy feelings. Didn't expect that.

THEN guess what? You won't be getting that Disney promise either. Can I really not depend on anything that Disney is offering?
And no, we can't just cancel and redo the reservation because they are all sold out for our time frame at that resort.

Maybe I'm just old fashioned but I believe Disney should honor what they put out. Period.

I completely agree!

On the first trip to WDW that my husband had ever taken (back in 1994, WAAAAAAY before online booking) we worked with a travel agent and was given a quote for our 10 day trip that included a "Food & Fun" card for both of us for the length of our trip. (Don't even get me started on how much I miss THAT option!!) We had a confirmation from Disney and an invoice listing all that was included. We paid in full and started counting down the days until our trip.

A few days later we received a call from our travel agent to let us know about a issue that she had taken care of for us. She had been contacted by Disney and there was an "error" with our package and it actually didn't include the card. They told her it would be an additional $600+ dollars to go ahead and include it. She took care of it for us and eventually got it included for the original price but it took some major doing on her part. She only told us about it so that if there were issues at check-in we would know to call her and she would have all the info needed to rectify the situation.

So, apparently, Disney computer glitches have been happening for at least 20 years

Another, more recent, example would be a little while ago where an airline inadvertently posted flights for $1 on their website and they were snatched up by a bunch of lucky people before the error was found. Those tickets were all honored.

You post it or quote it, you honor it. You complete the sale and send confirmation?!? This should be a no-brainer.