Who to contact about DDP ADR complaint??

[lauralong81]

I was just wondering if there is an email address to contact someone at Disney about a complaint? It may be futile, but I want to voice my complaint. I should start with the fact that I TOTALLY agree with the new dining plan rules (credit card guarantee) to an extent. I was going to post on that thread, but it's turned into a debate and I actually have a valid question that gets lost in the ongoing debate thread. I also searched for an answer and couldn't find it.

Anyway, I just made our official reservations for our vacation in April, complete with Dining Plan add-on. I get the new policy that you have to pay with certain restaurants in advance with a credit card, but I figured with the dining plan, all we would have to do is guarantee it with a credit card (which I don't mind at all). Called today to make our reservations (Ohana, CRT) and was told I had to pay in FULL up front. Then, when we get to the actual reservation (over $200), they will credit back my credit card and use the dining plan to cover the costs. What.the.heck?! I am really bothered by the fact that I just dropped over $3k on the vacation to INCLUDE the dining plan, and I can't even utilize that option until I get there? To make the ADRs I want, I'm going to have to charge up another $600 or so, then wait until vacation (5 months away) to get the credit for that? Is Disney also going to reimburse me interest??

So... question... is there anyone to contact to voice our opinions??

TIA!

 

[Maggie'sMom]

I was just wondering if there is an email address to contact someone at Disney about a complaint? It may be futile, but I want to voice my complaint. I should start with the fact that I TOTALLY agree with the new dining plan rules (credit card guarantee) to an extent. I was going to post on that thread, but it's turned into a debate and I actually have a valid question that gets lost in the ongoing debate thread. I also searched for an answer and couldn't find it.

Anyway, I just made our official reservations for our vacation in April, complete with Dining Plan add-on. I get the new policy that you have to pay with certain restaurants in advance with a credit card, but I figured with the dining plan, all we would have to do is guarantee it with a credit card (which I don't mind at all). Called today to make our reservations (Ohana, CRT) and was told I had to pay in FULL up front. Then, when we get to the actual reservation (over $200), they will credit back my credit card and use the dining plan to cover the costs. What.the.heck?! I am really bothered by the fact that I just dropped over $3k on the vacation to INCLUDE the dining plan, and I can't even utilize that option until I get there? To make the ADRs I want, I'm going to have to charge up another $600 or so, then wait until vacation (5 months away) to get the credit for that? Is Disney also going to reimburse me interest??

So... question... is there anyone to contact to voice our opinions??

TIA!

Call back and talk to another CM. Ohana doesn't ever require prepayment. The Spirit of Aloha dinner show does, but not Ohana. And if the DDP is already on your reservation, you shouldn't have to pay up front even for CRT. They should only take a cc as a guarantee. The CM you dealt with when making your ADRs messed up.

Go ahead and call back to the dining line now and if the CM you get can't fix it, ask to speak to a supervisor, and then ask for Guest Relations if the supervisor can't help you. The biggest stumbling block will be the CRT ressie. My understanding is the ADR will have to be cancelled and remade using the DDP in order to get you a refund now. That can be a little dicey if there aren't other ADRs available at that time. You run the risk of another CM grabbing the ADR in the few seconds it takes to cancel and rebook.

 

[vicki_c]

I agree, you don't need to write a complaint on the policy, because what you were told is NOT the policy. Call back and speak with a different CM.

 

[lauralong81]

wow! Thank you so much.... I just thought maybe I had missed something somewhere regarding the policy. It seemed so weird to me. Calling back now!!!

Thank you all so much

 

[lauralong81]

Thanks again! I just called back (twice! sheesh!) and the third CM finally told me I just needed the credit card guarantee, but it would not charge my credit card. I told her about the two previous calls and she said would submit a complaint and they will pull the calls to better train those CMs. Not sure if she was just blowing smoke, but it was nice that she was so kind and very helpful.

Now, on to tell my little princess she gets to go eat in Cinderella's castle for the first time ever!!!

 

[vicki_c]

Glad it worked out!

 

[Colleen27]

Even though there's no need to complain about policy you might want to drop a line to guest services about the incorrect CM information. I'm not usually "that guy" but with the new CC policy and so many CMs giving out contradictory information it is an issue that I'm starting to think Disney needs to hear more about, just so that they get their training act together to ensure guests have access to correct information about things like guarantee vs prepayment, specific cancellation deadlines, etc.