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

[AngiTN]

Oh yes, everything on Social Media is accurate. Just ask KFC as the latest example.

Nope, never said that at all. I'm in the camp of I think Disney is within boundaries of charging the 9 night price, not giving them 9 nights for the price of 7 based on the initial booking

But for the OP, if she wants action outside of what Disney is offering I think showing a copy of her confirmation along with screen shots of the contradicting MDE info will probably get some attention online on the Disney site or a consumer section of her local news.

But the story will need to be more clear. I know I sure have gotten confused. I thought OP started out knowing the price they expected and agreed the new total they got after discovering the reservation error was correct. Now I'm all confused. Now it seems that the OP did think the 7 night price given at booking was for 9 nights

My best course of action would be to be clear and concise in what happened and what you expect to happen to correct it. And if Disney can't make you happy, take out outside of Disney and see if that gets them going.

 

[asmit4]

When I know the item should be $X and it comes back as $X-20%, I always check to make sure I really got what I wanted. It could have been a cheaper model, with less features, the wrong number of days or a number of other problems. I have had this happen and it was not a discount but the wrong item or quantity.

and wrong again....her reservations says NINE nights hotel...it even includes the DATES which are 9 nights. and gives her ONE total. (NOTHING broken down. How was she supposed to know her price was wrong when it's a package deal? She has it in WRITING.

 

[AngiTN]

That's actually completely not pulled out of her ***. There are 2 sets of dates. I don't know WHY there are in their system since they could easily have everything associated with the trip dates, but they are. You certainly don't have to believe with your vast amount of knowledge with their system, but the CM wasn't lying to her.

Never claimed to have any knowledge of their system at all.

So, please, explain to me, just to be sure I am clear, how does Disney know when I plan to arrive in Florida for my trip that begins in a week? Where exactly did I inform Disney of this? I told them when I'm checking in to their hotel, but that is all. There is absolutely no way they have to know when I arrive "in the area".

I maintain that whoever told OP that was just grasping at straws. We've all used the Disney website to book trips or price trips countless times. Just where along that way did it ever ask you to provide the date you expect to be "in the area". It doesn't take any vast knowledge of any computer system to know that a company can't have knowledge of your plans that you never provided to them.

 

[ilovemk76]

and wrong again....her reservations says NINE nights hotel...it even includes the DATES which are 9 nights. and gives her ONE total. (NOTHING broken down. How was she supposed to know her price was wrong when it's a package deal? She has it in WRITING.

I would be extremely easy to know it was wrong. Room is rack rate. Multiply by 9 and then 1.13 (for tax). Tickets are easy, look at All Ears Net and get the cost. Free dining is free. Total is easy to calculate.

I do this every time I book. I would know if the total was off by almost $700.

 

[asmit4]

Never claimed to have any knowledge of their system at all.

So, please, explain to me, just to be sure I am clear, how does Disney know when I plan to arrive in Florida for my trip that begins in a week? Where exactly did I inform Disney of this? I told them when I'm checking in to their hotel, but that is all. There is absolutely no way they have to know when I arrive "in the area".

I maintain that whoever told OP that was just grasping at straws. We've all used the Disney website to book trips or price trips countless times. Just where along that way did it ever ask you to provide the date you expect to be "in the area". It doesn't take any vast knowledge of any computer system to know that a company can't have knowledge of your plans that you never provided to them.

I think what the OP was saying is that the disney system has a 2nd set of dates that they use for people who have split reservations. So they can put in a date of 'arriving in Florida and staying at xyz resort first, then moving to THIS xyz resort'. I am betting this date is input by hand by someone on the disney side to coordinate split stays. With that said- what you say is also correct. Disney does not know when I arrive in FL. I don't give them that date....and since this woman was NOT doing a split stay- there should never have been a date listed by disney in the first place in that box as it is reserved for split stays. The CM was TOTALLY BSING her. Her ressie says 9 nights IN WRITING. PERIOD.

 

[asmit4]

I would be extremely easy to know it was wrong. Room is rack rate. Multiply by 9 and then 1.13 (for tax). Tickets are easy, look at All Ears Net and get the cost. Free dining is free. Total is easy to calculate.

I do this every time I book. I would know if the total was off by almost $700.

I really don't feel the average person should have to do that. When I order something in the thousands of dollars I don't go around verifying the cost by totaling all the components. I verify the # of nights, that the # of tickets I have is correct, and that dining is included. Then I pay the bill. In her case it never would have occurred to me that the total was 'off'.

 

[Nebraska_Disney]

I would be extremely easy to know it was wrong. Room is rack rate. Multiply by 9 and then 1.13 (for tax). Tickets are easy, look at All Ears Net and get the cost. Free dining is free. Total is easy to calculate.

I do this every time I book. I would know if the total was off by almost $700.

That is great for those who are willing/able to spend time looking it all up, but why should I have to be double checking disney when I book with them online? I don't do that with any other hotel/car/resort reservations I make? Just like the OP, I would have accepted the price the DISNEY system spit out to me, and satisfied with that price, I would have purchased it.

 

[Halloweenqueen]

Each resort reservation has both resort dates and area dates. It is important to have these dates match because it effects DME, insurance, etc.

The Area dates were used in the case of land and sea packages. Maybe cruise line reps still use those dates, but resorts just match both sets of dates.

This unfortunately can happen. It is just a mistake of a click. All modifications that effect date must first have DME and MM taken off first, or the area dates will not match the resort dates.

 

[ilovemk76]

That is great for those who are willing/able to spend time looking it all up, but why should I have to be double checking disney when I book with them online? I don't do that with any other hotel/car/resort reservations I make? Just like the OP, I would have accepted the price the DISNEY system spit out to me, and satisfied with that price, I would have purchased it.

Because you are spending thousands of dollars.

 

[angeluna]

Walmart went above and beyond in this case, giving people $10 GCs when people were obviously trying to take advantage of pricing they knew were too good to be true. Walmart could have done nothing.

Let me ask you this question then, if you owned an online business and your website was hacked and prices for your widgets were changed from $100/piece to $1/piece and 1000s of people took advantage of the wrong pricing, would you feel obligated to honor the price of $1 just because they could produce an automated transaction receipt?

This wasn't a hacking issue.

 

[aaarcher86]

Never claimed to have any knowledge of their system at all. So, please, explain to me, just to be sure I am clear, how does Disney know when I plan to arrive in Florida for my trip that begins in a week? Where exactly did I inform Disney of this? I told them when I'm checking in to their hotel, but that is all. There is absolutely no way they have to know when I arrive "in the area". I maintain that whoever told OP that was just grasping at straws. We've all used the Disney website to book trips or price trips countless times. Just where along that way did it ever ask you to provide the date you expect to be "in the area". It doesn't take any vast knowledge of any computer system to know that a company can't have knowledge of your plans that you never provided to them.

They don't. Those dates usually just mimic the trip dates. If you have a split stay the area dates would include the full stay, but if you just called up and booked something today both sets of dates would be the same. Whether you're doing a split stay or not both sets of dates need to be input.

It's really not that hard to comprehend. Like I said, they genuinely serve no reasonable purpose being there, but that doesn't mean they aren't there. I'm not really trying to get on your case about it, but I genuinely detest people calling CMs liars when they aren't. There's enough CMs getting a bad rap for legitimate reasons.

 

[sethschroeder]

How exactly are prices going to go up for the rest of us if Disney isn't even honoring their error?

When companies make mistakes, they have to deal with the consequences—period. It's an expected part of the cost of doing business. I don't know why anyone thinks this particular multi-billion-dollar corporation should be exempt from that rule.

No its not... This is only the case when dealing with non-reasonable people. A reasonable person would understand that the price was too good to be true.

Also right out of my reservation last year:
"Prices
All prices are in U.S. dollars and are subject to change until package is paid in full. After package is paid in full, package price is subject to change due to imposition of taxes or other charges of governmental authorities. Everyone on the same reservation must be on the same package and purchase the same ticket options. Additional adult charges may apply for more than two adults per room. If air transportation is included in the package, the airfare is not guaranteed until the total price of airline tickets is paid in full. "

Until you pay in full Disney reserves the right to actually raise the cost. Normally this doesn't happen but in this case it did because the system screwed up.

This is likely a different story if the person paid in full.

 

[Nebraska_Disney]

Because you are spending thousands of dollars.

What you are saying is that Disney is not reputable enough that they have earned the consumers trust? If I am spending thousands of dollars with them, it is my responsibility (as a consumer) to double and triple check their systems? That is insane ! My time is way more valuable than that and if Disney does not want to stay reputable, that is not my fault.

People act like if it is only a few hundred dollars, it is fine but a few thousand than it is the consumers responsibility to make sure things are correct, not the vendors. I am sure the OP was thinking that the price was right in line with what she had been looking at. Like she said, she had priced many options at many locations etc, I don't see how you would fault her for not picking up a discrepancy delivered by the vendor?

 

[Halloweenqueen]

No hacking, just a simple mistake of the two sets of dates not matching. The two sets should always match. Some CMs will make the area dates broad so they do not have to change those dates every time a guest changes resort dates when checking on pricing or availability. This allows a faster response time ( you pull up two calendars, arrival/departure, rather than four) but after the guest decides on a set resort date the area dates are matched as well.

That's why Disney records calls. Every call ends in a recap where every aspect of the reservation is reviewed. I am sure the OP was told the seven day stay. The resort stay, not the area arrival dates are shown in recap. The OP must have misheard the dates.

 

[Nebraska_Disney]

No its not... This is only the case when dealing with non-reasonable people. A reasonable person would understand that the price was too good to be true.

Also right out of my reservation last year:
"Prices
All prices are in U.S. dollars and are subject to change until package is paid in full. After package is paid in full, package price is subject to change due to imposition of taxes or other charges of governmental authorities. Everyone on the same reservation must be on the same package and purchase the same ticket options. Additional adult charges may apply for more than two adults per room. If air transportation is included in the package, the airfare is not guaranteed until the total price of airline tickets is paid in full. "

Until you pay in full Disney reserves the right to actually raise the cost. Normally this doesn't happen but in this case it did because the system screwed up.

This is likely a different story if the person paid in full.

Every online vendor has a CYA statement like that. If you can't handle online vending, then don't do it (Disney). I am sure you are the guy who reads all 20+ pages of a rental agreement when you rent a car too? Just because.......

 

[Nebraska_Disney]

No hacking, just a simple mistake of the two sets of dates not matching. The two sets should always match. Some CMs will make the area dates broad so they do not have to change those dates every time a guest changes resort dates when checking on pricing or availability. This allows a faster response time ( you pull up two calendars, arrival/departure, rather than four) but after the guest decides on a set resort date the area dates are matched as well.

That's why Disney records calls. Every call ends in a recap where every aspect of the reservation is reviewed. I am sure the OP was told the seven day stay. The resort stay, not the area arrival dates are shown in recap. The OP must have misheard the dates.

As the OP stated, this was not verbal but electronic via the Disney vacation purchasing system. The OP did not speak to anyone until after SHE found the discrepancy of her trip and the Disney AP.

 

[sethschroeder]

What you are saying is that Disney is not reputable enough that they have earned the consumers trust? If I am spending thousands of dollars with them, it is my responsibility (as a consumer) to double and triple check their systems? That is insane ! My time is way more valuable than that and if Disney does not want to stay reputable, that is not my fault.

People act like if it is only a few hundred dollars, it is fine but a few thousand than it is the consumers responsibility to make sure things are correct, not the vendors. I am sure the OP was thinking that the price was right in line with what she had been looking at. Like she said, she had priced many options at many locations etc, I don't see how you would fault her for not picking up a discrepancy delivered by the vendor?

Not sure what you do for a living but I work in IT Sales and with extremely large corporations (not going to say if we ever do business with Disney) and we sporadically have pricing mistakes. In most cases the sales person in charge of the account will reach back out to the customer to let them know there has been a pricing mistake and what the corrected price is prior to the fulfillment of goods. For the most part most companies understand issues will happen from time to time and realize we wouldn't stay in business.

Your forget nothing was actually delivered yet. This was all an agreement to pay the remainder of the money and then have the delivery of the nights on property.

PS - I wont say we wouldn't ever honor the price but if its a big enough hit there is no way we would be taking the hit and if the customer went elsewhere to purchase that specific item that is the cost of business.

 

[ilovemk76]

What you are saying is that Disney is not reputable enough that they have earned the consumers trust? If I am spending thousands of dollars with them, it is my responsibility (as a consumer) to double and triple check their systems? That is insane ! My time is way more valuable than that and if Disney does not want to stay reputable, that is not my fault.

People act like if it is only a few hundred dollars, it is fine but a few thousand than it is the consumers responsibility to make sure things are correct, not the vendors. I am sure the OP was thinking that the price was right in line with what she had been looking at. Like she said, she had priced many options at many locations etc, I don't see how you would fault her for not picking up a discrepancy delivered by the vendor?

You must get paid really good to not spend 5 minutes to discover a $700 discrepancy.

I do this for all of my purchases. Whether is was the cashier or the computer system, but when we bought a freezer a few weeks ago, we did not get the rewards points we were suppose to. When I got home, I called and after 5 minutes I had $70 in rewards. That is 25 cents a second!

As the PP stated, nothing was delivered. If the OP never took the trip from the booking until the price correction. Honestly, the $200 GC, fastpasses and ice cream are the best she will get.

 

[sethschroeder]

Every online vendor has a CYA statement like that. If you can't handle online vending, then don't do it (Disney). I am sure you are the guy who reads all 20+ pages of a rental agreement when you rent a car too? Just because.......

In the confirmation its like the very first thing it states on about a 1-2 page worth of text.

Not saying I read it but like you said its for CYA and in this case it did. They didn't have to give away $600+ on a hotel stay....

Its a mistake, if you purchased 12 nights instead of 2 nights what would you do? You just happened to fat finger when typing the QTY...

 

[Nebraska_Disney]

I travel a lot for my job, both in the US and in other countries. Not a single time has it happened that I made a reservation and when I showed up the price was different or the number of nights was different. I almost 100% of the time use the webpages (online vendor point of sales) to get these rooms reserved. I never go and double check the rates, I never go and call and make sure they had me down for 4 nights and not 2, and the only time I ever use their system to look at my reservation again is when I have to go in and cancel one. Why is it so hard for Disney to do this? They used to pride themselves on how much better they were than anyone else, now I don't see it as much. I leave for FL in a few days and we are flying into Orlando even and the mouse is not getting any of our $$'s this trip, we are doing other things.

Not only are their systems flaky, but the customer service sounds like it is not a priority anymore either. Just sayin.....