GoTheDistance
Member
Hello, I am seeking advice on a recent mishap I had with Disney. I have a reservation for 3 adults at AOA from Jan 18th - 22nd with the DDP. It is a cast member reservation with the holiday discount. When we made the reservation months ago, we were told we needed to make a deposit equalling one night's stay and the remaining balance would be due at check in. This is how I have done it the past several times. A few weeks ago I logged into MDE and noticed that there was an alert next to my AOA reservation saying a payment for the entire remaining balance was due on December 18th, but it was already December 23rd. Not having heard anything of this payment, I called Disney to find out what was up. The cast member I spoke to said that my balance was due at check in and that was that.
A few days later, I called Disney back to add Disney's Magical Express flight info to the reservation and the cast member told me that before she could add flight information, a payment for the full remaining balance was required. Very confused, I explained that I called a few days earlier to inquire about the possibility of a payment and I was assured (as I was when I made the reservation) that our balance was due at check in. This CM transferred me to her higher up to said that unfortunately, we were given out of date information and a full payment would be required or else our entire reservation would be cancelled. Very upset, I explained that had we known the payment was due we could have made it work but as we just found out making a $900+ payment without expecting it or planning for it would be very difficult. I also asked what would have happened had I not called because I was not sent an email or anything about the payment, I just noticed a small notification on the desktop version (not seen at all on the app) of MDE. They said that our reservation most likely would have just been cancelled.
Very upset, I contacted the other members of my travel party and neither one was prepared to make the payment that day. Because we had already purchased flights, cancelling was not an option. I wound up laying out for the entire trip and my friends will have to pay me back when we get there, but now I am out all of the money until we travel and I am really bothered by this whole thing.
Should I email Disney about this? I know this is a case of CMs not having the same information across the board, but this is a serious inconvenience. Again, had I known, it would not have been an issue as we would have prepared for it.
A few days later, I called Disney back to add Disney's Magical Express flight info to the reservation and the cast member told me that before she could add flight information, a payment for the full remaining balance was required. Very confused, I explained that I called a few days earlier to inquire about the possibility of a payment and I was assured (as I was when I made the reservation) that our balance was due at check in. This CM transferred me to her higher up to said that unfortunately, we were given out of date information and a full payment would be required or else our entire reservation would be cancelled. Very upset, I explained that had we known the payment was due we could have made it work but as we just found out making a $900+ payment without expecting it or planning for it would be very difficult. I also asked what would have happened had I not called because I was not sent an email or anything about the payment, I just noticed a small notification on the desktop version (not seen at all on the app) of MDE. They said that our reservation most likely would have just been cancelled.
Very upset, I contacted the other members of my travel party and neither one was prepared to make the payment that day. Because we had already purchased flights, cancelling was not an option. I wound up laying out for the entire trip and my friends will have to pay me back when we get there, but now I am out all of the money until we travel and I am really bothered by this whole thing.
Should I email Disney about this? I know this is a case of CMs not having the same information across the board, but this is a serious inconvenience. Again, had I known, it would not have been an issue as we would have prepared for it.
