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

[bumbershoot]

The OP does have that choice too. As far as being compensated for having to double check, I double check prices everywhere. It is part of being a smart consumer. Computers screw up. It happens. It does stink when it happens, but we all need to try and protect ourselves in case it happens to us. Know prices when you buy.

Recently a store...whole foods i think...got in trouble and was fined a good amount of money because their registers weren't taking the produce bag weight off the weight of the produce correctly. That's a tiny amount of money per transaction, but it adds up and it's not legal.

This invoice was wrong. The info was wrong. It's not ok.

I keep reading about the computer glitch, but no confirmation from the OP that she even booked online.

It's not HER computer, it's disney's. Even when booking on the phone it's still done through a computer. And their computer did it wrong.

 

[maxiesmom]

Recently a store...whole foods i think...got in trouble and was fined a good amount of money because their registers weren't taking the produce bag weight off the weight of the produce correctly. That's a tiny amount of money per transaction, but it adds up and it's not legal.

This invoice was wrong. The info was wrong. It's not ok.



It's not HER computer, it's disney's. Even when booking on the phone it's still done through a computer. And their computer did it wrong.

That sort of fine doesn't happen after one offence. It has to be shown that the company knew about the problem and didn't take steps to correct it. There is a big difference between a computer glitch and one that is set up to run the glitch on purpose. Or let to run that way for a long time.

 

[crazymomof4]

I keep reading about the computer glitch, but no confirmation from the OP that she even booked online.

I tried re-reading the first few pages of this thread and I'm even more confused.... but I'm not alone as many posts on the first pages start with asking for clarification of the OPs story.
IMO If she WAS originally quoted the lower price at the time of booking then WDW should honor that. If she was quoted the higher price (for the 8ngts/9days) and agreed upon that but THEN later, bc of a "computer glitch" a new, lower price was given in email or on MDE. Then the originally agreed upon price stands.

 

[emonade8]

The OP clarifies in post #79 that the lower price was the original quote:

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.

 

[famy27]

Then I am misunderstanding. I thought the price she agreed upon at the time of booking was a higher price (bc it was based on the 9 days she wanted) and she initially just didn't notice that the email price was not in agreement (was lower bc it was a price for 2 days less than she wanted) with the price she originally booked for.

She says that she was only quoted one price, and that was the price that appeared on her invoice: "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 she went to MDE to book her dining, she noticed that MDE showed seven nights, even though the e-mail confirmation showed all nine. She called to figure out what was going on and Disney said, "Computer glitch. If you want all nine nights, you owe us another $681." She talked to another CM who promised her a credit or gift card for the $681, but then the CM called back and said that wasn't happening. Now, it's $200, FPs, and ice cream.

Sure, Disney doesn't owe her anything, and if they'd offered her the $200 in the first place, she'd probably be content. But, here, I think the OP is Charlie Brown, and Disney is Lucy with the football. I agree that I'd probably take the $200, but I'd walk away from the whole mess without a ton of warm, fuzzy feelings.

 

[Halloweenqueen]

I doubt she booked the nine nights online, then suddenly there was a glitch and she noticed seven nights on her my disney experience. What probably happened was she looked for availability online, saw her dates were available...CALLED to book. Was so giddy to hear a lower quoted price that she wasn't listening as the CM confirmed her dates. She waited for her confirmation and linked her reservation confirmation to the my disney experience and then realized the mistake. Now I am not saying the booking CM did not error. More likely the area dates were for the correct nine nights, but the resort dates were for seven. But every booking ends in a complete reservation recap that only has the resort dates for review. The OP did not bring up that the dates were wrong or didn't hear the incorrect dates. If I go to the store and order 9 oranges, but the clerk only puts 7 in my bag (and I paid for 7) should I get two free? Of course not. This error was found within hours of the reservation. I highly doubt the OP was not aware of the discrepancy in price. She has been planning and looking for dates for some time.

The first CM might have been rude...I don't know, but more and more guests want something for nothing. This OP saw an opportunity to get a freebie and pursued it. It's the American Way, I guess. The first GS CM might have misspoken and they went to research the OPs claims by listening to the call and realized the OP was told the incorrect dates, but agreed to the reservation. The compensation offered seems more than fair.

Social Media is a great thing, but I think some people use it to extort businesses by threatening bad reviews. Maybe this isn't the case, but it seems pretty childish to post that CMs are liars, etc

 

[Disney Frenhines]

Yeah, but who knows how rude the CM really was. We're only getting one side of the story. And who knows if OP was rude to the CM??

I'm one of those people who also believe there is always two sides to every story. I also do my research, when I found Travel City Direct were £300 cheaper than their nearest rivals I checked and rechecked it was the correct dates for the correct amount of time and that the holiday was, indeed, identical to others, I went on Thomas Cook's site and the quote was the £300 more, but, there was no clarity as to whether it included Park tickets, so I contacted them and found that it not only did not include park tickets, it didn't include the cost of transfers and several other things included with TCD. The OP seems very unprepared, citing not having the paperwork in front of her to give specifics in her messages. However, as I said earlier, if she has a hard copy i.e. the email with the 9 nights at the price she thought she was paying and deposit paid at that time then Disney should be legally obliged to honour that as the deposit made it binding, which is why you do not get refunds back. However, if it was a quote and in her haste in booking later on, didn't recheck costings on booking it then that is her fault and Disney have been extremely generous, but, from what she has said it does seem to be the former rather than the latter and Disney should honour that computer glitch or no computer glitch. Why hasn't the OP gone online to consumer sites to check her legal rights rather than complaining about it on a messageboard?

I just read that she phoned to make a reservation, if so, the moral of the story is not to do it in a rush and listen to what you are being told, write down what you are told so you take it in, I hate booking over the phone, I prefer to do it online as it is quicker and less chances of mistakes being made by one or the other parties mishearing something. Anyway, I am left confused by what originally occurred as we seem to be getting it in bits and pieces.

 

[BuckeyeBama]

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.

It is pretty clear that the OP now knows that this was a mistake, so whether or not the OP knew it at the time is immaterial to me. She is trying to hold Disney responsible for a $600 mistake made honestly. There was no intent to deceive. That is not acceptable behavior in the world that I live in.

 

[ziravan]

It is pretty clear that the OP now knows that this was a mistake, so whether or not the OP knew it at the time is immaterial to me. She is trying to hold Disney responsible for a $600 mistake made honestly. There was no intent to deceive. That is not acceptable behavior in the world that I live in.

When a company strikes a deal, and then finds a $700 mistake in their favor after a confirmed agreement, that's bait and switch, and THAT'S not acceptable behavior.

 

[itchin2go]

How is this about "Theme Park Attractions and Strategies"?

 

[maxiesmom]

When a company strikes a deal, and then finds a $700 mistake in their favor after a confirmed agreement, that's bait and switch, and THAT'S not acceptable behavior.

It is only bait and switch if it is done knowingly. This was a goof up not bait and switch.

 

[ziravan]

It is only bait and switch if it is done knowingly. This was a goof up not bait and switch.

Given the glitchiness of Disney's computers lately, I think it wouldn't be that difficult to establish a pattern of behavior...

The reason companies have to give on price issues is to avoid trying to impute if a practice was an honest mistake or a pattern of behavior. When "honest mistakes" of this nature cost a business money, they tend to rapidly disappear.

More to the point, honest mistake or not, it should cost the business money, if for no other reason than to provide an incentive to correct.

 

[AThrillingChase]

Ok I have followed this thread a bit. Let me start off by saying hi, I am an attorney However, I am not a licensed FL attorney and therefore I will not be offering legal advice or a legal opinion as I am not licensed to practice contract law in FL and I feel that would be inappropriate. I will just point out some facts you may find helpful should you choose to contact an attorney, not argue the merits or opinons that have gone back and forth here.

I understand it as you called Disney reservations, were given a price that seemed on par with what you usually pay for WDW trip packages for your family and agreed and provided a deposit. You then received your reservation confirmation in the mail, it (and the dates) matched what you requested and agreed to on the phone. You then noticed the error on MDE later and looked into it. And here we are.

Generally, law favors consumers. There are many, many factors in contract law. One word can change everything. But, I will say again, the law favors consumers. Think of how tenant law favors the renter as opposed to the landlord. The commercial entity is generally held to a higher standard.

I am looking at my own WDTC statement for my October trip and I do not have a breakdown. It gives me the dates of check in and check out, with the final price. If your statement shows the full dates of your stay (9 nights), especially if it shows 9 nights under "quantity" you may find it worth it to schedule a meeting with an attorney. Many attorneys offer a free initial consultation and it couldn't hurt to check if you can find one offering such. I know for a fact that packages are discounted a bit. We saved hundreds by booking a package vs. booking separately last May. I will also note there is a notation in the terms "all prices are...subject to change until package is paid in full." Arguments off the top of my head are the rates have not actually changed, it was in fact a mistake on the commercial entity's part; or, "price" is a term that encompasses both rates and other items. A lawyer familiar with FL law (or your home state law, because BTW that is an additional legal issue going across state lines and there may even be a mediation clause in the terms) will know what legal precedent applies to this case. Like I said, contract law is a very complex area.

You have many options - calling and taking the dispute further up the chain with guest relations; contacting an attorney; small claims court; etc. Keep in mind the amount in dispute - effectively $400 - could be eaten up easily and cut in half even if an attorney simply writes a letter. You could also accept the $200 gift card and express your feelings over the snafu once you arrive on site. I suspect that would likely ease your frustration with how it was handled. I do hope it works out and you have a fantastic trip! Another way to ease your nerves could be to think WDTC is not the CM's you will be interacting with when you arrive! They will be at their desks while you are riding dumbo

 

[ziravan]

More to the point, honest mistake or not, it should cost the business money, if for no other reason than to provide an incentive to correct.

A PP pointed out that a contractor low balled an estimate, and even after she pointed out it was low, he signed and after complained he forgot to add labor.

The PP held him to the contract.

I bet you he hasn't made that mistake again...

 

[kaytieeldr]

When a company strikes a deal, and then finds a $700 mistake in their favor after a confirmed agreement, that's bait and switch, and THAT'S not acceptable behavior.

It's not bait and switch. That term gets tossed around so much in error on this forum, it's ridiculous.

 

[jcjen519]

Ok I have followed this thread a bit. Let me start off by saying hi, I am an attorney However, I am not a licensed FL attorney and therefore I will not be offering legal advice or a legal opinion as I am not licensed to practice contract law in FL and I feel that would be inappropriate. I will just point out some facts you may find helpful should you choose to contact an attorney, not argue the merits or opinons that have gone back and forth here.

I understand it as you called Disney reservations, were given a price that seemed on par with what you usually pay for WDW trip packages for your family and agreed and provided a deposit. You then received your reservation confirmation in the mail, it (and the dates) matched what you requested and agreed to on the phone. You then noticed the error on MDE later and looked into it. And here we are.

Generally, law favors consumers. There are many, many factors in contract law. One word can change everything. But, I will say again, the law favors consumers. Think of how tenant law favors the renter as opposed to the landlord. The commercial entity is generally held to a higher standard.

I am looking at my own WDTC statement for my October trip and I do not have a breakdown. It gives me the dates of check in and check out, with the final price. If your statement shows the full dates of your stay (9 nights), especially if it shows 9 nights under "quantity" you may find it worth it to schedule a meeting with an attorney. Many attorneys offer a free initial consultation and it couldn't hurt to check if you can find one offering such. I know for a fact that packages are discounted a bit. We saved hundreds by booking a package vs. booking separately last May. I will also note there is a notation in the terms "all prices are...subject to change until package is paid in full." Arguments off the top of my head are the rates have not actually changed, it was in fact a mistake on the commercial entity's part; or, "price" is a term that encompasses both rates and other items. A lawyer familiar with FL law (or your home state law, because BTW that is an additional legal issue going across state lines and there may even be a mediation clause in the terms) will know what legal precedent applies to this case. Like I said, contract law is a very complex area.

You have many options - calling and taking the dispute further up the chain with guest relations; contacting an attorney; small claims court; etc. Keep in mind the amount in dispute - effectively $400 - could be eaten up easily and cut in half even if an attorney simply writes a letter. You could also accept the $200 gift card and express your feelings over the snafu once you arrive on site. I suspect that would likely ease your frustration with how it was handled. I do hope it works out and you have a fantastic trip! Another way to ease your nerves could be to think WDTC is not the CM's you will be interacting with when you arrive! They will be at their desks while you are riding dumbo

I agree with all of this. (also a lawyer and also not licensed to practice in Fl)

I understand why OP is upset and I think things would be more clear cut had OP paid in full already. I would also be upset but in this instance I'd take what they were offering. Personally I wouldn't want to waste anymore time on the issue. I've had things happen to my own reservations as well as people we know and I'm a little suspicious of Disney's errors and glitches.

 

[larryz]

How is this about "Theme Park Attractions and Strategies"?

It's just as pertinent now as it was in your last two responses on this thread...

 

[itchin2go]

It's just as pertinent now as it was in your last two responses on this thread...

Ha! I know ... I'm slow sometimes!

 

[Planogirl]

From my understanding the OP booked 9 nights and her confirmation showed 9 nights but the system suddenly showed 7 nights later on. That is wrong and it's hardly fair to blame the OP as some here seem to be doing. It's not up to her to calculate the cost of a package and then ask reservations if a mistake was made.

I'm glad that she is getting something for her trouble at least.

 

[DVCMomBLT]

From my understanding the OP booked 9 nights and her confirmation showed 9 nights but the system suddenly showed 7 nights later on. That is wrong and it's hardly fair to blame the OP as some here seem to be doing. It's not up to her to calculate the cost of a package and then ask reservations if a mistake was made.

I'm glad that she is getting something for her trouble at least.

My understanding now is that she booked this over the phone. That is a COMPLETELY different story. The person on the phone could have simply misheard or made an entry mistake. If she booked on the phone and not online, I now have less than ZERO sympathy for the OP and think she is wrong to accept anything from Disney.