Business Profile

Amusement Parks

Walt Disney World Company

Headquarters

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Initial Complaint
12/18/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We bought the photo pass but never had a chance to use it due to insufficient photographers and long waiting time. The pass has never been activated as a result. We reached out to the service team in the park and sales team online but got no help. It's not the first time that we visited Disney and that's why we wanted to purchase the photo pass in advance this time as we trusted the service provided by Disney. ***********, we have annual pass now so we won't need any Photo pass in the future.
Initial Complaint
12/13/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Bought 6 lightning lane passes on November 4th for me and my family which we were completely unable to use. The main rides did not allow lightning lane and the one ride we got to use it on the line for the lightning lane was a whole lot longer than the regular line. It was a complete waste of money if it cannot be used on the rides with actual long lines.
Business response
12/19/2024
Thank you for your correspondence on behalf of Ms.*******.
We regret ************ concerns with her recent visit. For further assistance she is welcome us to contact us directly at *****************************************************************************************************************************.
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort
Initial Complaint
12/10/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I bought 2 yearly passes but the app was glitching out all day so I bought them in person at Disney World and they gave me 1 day passes instead. I told them to change it and no one knows how to do anything or fix their glitching app that keeps saying I'm not in the park when I'm in the park and does the same thing for other people
Business response
12/16/2024
Thank you for contacting the **** Disney World Resort.

Thank you for contacting us on behalf of ******* ****** regarding concern #********. Our records indicate that a Cast Member assisted ******* on December 12, 2024, and appropriately addressed his concerns at that time. I will respond to him directly.

We appreciate you assisting our Guests.

Kindest regards,

***** *******
Guest Experience Support & Solutions
**** Disney World Resort
Customer response
12/16/2024

Complaint: 22668458

I am rejecting this response because: I didn't get refunded for paying for parking twice even though it was supposed to be free with my 2 annual passes and had to pay another 550 dollars to get in even though I had yearly passes.

Sincerely,

******* ******
Business response
12/17/2024
Thank you for contacting us on behalf of ******* ******.
Our records indicate that a Cast Member contacted ******* on 12/12/2024 and appropriately addressed his concerns at that time.
Customer response
12/17/2024

Complaint: 22668458

I am rejecting this response because: they said they would fix the problems but didn't actually do that. I still never got refunded.

Sincerely,

******* ******
Initial Complaint
12/07/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
On September 26, 2024 my family and I went to Disney World *******, specifically to *****************. We paid a total of $790 for three people to two parks. Whenever we had gone to other amusement parks and to Disney, I had obtained the *** (Disability Access Pass), which allows us to wait outside the line for the waiting time for any attraction. When we arrived, we went to ************* and asked for the ***, since I suffer from severe Epilepsy, agoraphobia disorder, anxiety, depression and autism, so I cannot stay for long in small, crowded places with a lot of noise and lights. The pass was denied, saying that the rules had changed and, in the exact words of the worker "I had come to an amusement park and I was going to find people everywhere, I already knew what I was coming to." (We expected a little more empathy, since it is difficult to live with disabilities in everyday life and it is sad to see how I cannot even have a happy day). Having gone in previous years, my family said they knew about the existence of noise-free zones for people with autism, because the park didn't give us that information either. We brought medical reports, but they said they didn't need them. In a queue to get on an attraction, a fan under a light caused a flickering light that caused me to have an epileptic seizure, causing a sprain, a bruise and an anxiety attack. We had to get out of the queue and rent a wheelchair. Not only that, but because of the epileptic seizure and the convulsions, the next day I couldn't go anywhere and my parents had to stay at the hotel to take care of me. We complained about this situation and they told us they were very sorry and that they could give us tickets for another day, but we had travelled from ***** exclusively to go there and we couldn't go back, so we asked them for a refund of the ticket money, since that day that I had the seizure we had to leave and they told us that it wasn't possible.
Business response
12/09/2024
Our records indicate this concern has been addressed.

Kindest regards,

Guest Experience Support & Solutions
**** Disney World Resort
Customer response
12/09/2024

Complaint: 22653548

I am rejecting this response because: We were not satisfied with the answer from Disneyworld, that's why we reached out external resources.

Sincerely,

***** *****
Initial Complaint
11/26/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am filing a grievance due to the failure to provide adequate information, advertisement, and/or notification. Additionally, the lack of customer care service and response is utterly disgraceful. We booked our trip well in advance through a Disney Travel Agent. We communicated with her, ****** ******, via text, email, and phone. She booked everything, including our reservations and planned out which days we would visit each park. We used the mydisney experience app as advised all week we stayed and prior to. However, we still had no idea that the Park, Magic Kingdom, was closing at 6 pm due to Mickeys Special Parade. We were not informed by the travel agent, Disney, or their App. This would have been a perfect opportunity to upsell; we would have purchased these tickets as well. We would have been happy guests much more likely to return instead of disgruntled customers that had the Magic of ********************** ruined. Upon entering the Park on Thursday, November 14, 2024, we were completely blind sided by the park hours change. We reached out to ******, in shock, via text. She responded, Shoot! We booked your event before any of these special events went out to the public she offered alternative activities for the day and offered to call and try to get us tickets to the Christmas party. Despite being unhappy about the situation we were willing to pay an additional $700, however, there was no availability. Only option would be if a cancellation before 4 pm. To make the situation worse, our dinner reservation was at 5:30, in the park. When that finished around 7:00 pm we were escorted out of the park like criminals. When we did not reach a satisfactory result through our travel agent, I used the chat feature. ******* did offer an apology, however nothing further for the inconvenience. We also called & were provided an email for grievance. Disney did not make any effort to make it right. We spent thousands of $ & drove thousands of miles w/o a full day/fireworks.
Business response
11/27/2024
Thank you for contacting us on behalf of Ms. ***************** are sorry to learn of Ms. ******** continued disappointment with her visit to Magic Kingdom Park. Our records indicate that Ms. ****** spoke with several Cast Members who have appropriately addressed her concerns.

Kindest regards,

Guest Experience Support & Solutions
**** Disney World Resort
Customer response
11/27/2024

Complaint: 22606500

I am rejecting this response because: it is inadequate, dismissive, and insulting. Furthermore, there has not been a fair resolution.

Sincerely,

**** ******
Business response
12/03/2024
Thank you for your message.

Please know, a Cast Member contacted Ms. ****** directly on November 26, 2024 and appropriately addressed her concerns at that time.

Guest Experience Support & Solutions
**** Disney World Resort
Customer response
12/04/2024
I sent the message below in email format to **** Disney, ***** on November 30, 2024. The only response I can see that Disney has given is that they have appropriately addressed my concern. To which, I grossly disagree. Please see email below. I can also send screenshots of messages to/from the Travel Agent if that might be helpful.
Dear *****,
Thank you for your recent response regarding our visit to Magic Kingdom Park. We appreciate your acknowledgement but feel that our concerns have not been fully addressed.
Summary of Our Experience:
Unexpected Early Closure: Despite regularly checking the Disney App and booking through a Disney agent, we were unaware that Magic Kingdom would close at 6:00 pm on our final day due to a special event. We only learned of this upon arrival, which significantly impacted our plans and experience.
Limited Assistance: After discovering the early closure, we contacted our agent, ****** ******, who attempted to secure event tickets but found them sold out. The only alternative offered was to visit another park, which was not very feasible and does not account for the unexpected lost time, disruption to our plans, and our experience. Lack of acknowledgement of the oversight by all staff encountered.
Dinner Reservation Conflict: Our dinner reservation extended into the special event time, leading to an uncomfortable situation where we were escorted out of the park. We were trying to enjoy a very expensive magical vacation and the ****** added further insult and pain.
Our concern:
Communication Gaps: We believe there was a lack of proactive communication regarding the early closure. Relying solely on website postings is insufficient, especially when guests book through official channels and use the Disney app like suggested for planning.
Inadequate Resolution: The suggestion to visit another park did not compensate for the lost time and experience at Magic Kingdom, such as fireworks in this park. It certainly does not compensate for the uncomfortable situation in which we were asked to leave the park due to our reservation and the event conflicts. We feel that more could have been done to address the inconvenience caused.
Our Request:
We kindly request a more comprehensive review of our situation and consideration for appropriate restitution. Our intention is to ensure that future guests are better informed and that such oversights are addressed to maintain the magical experience that Disney is known for.
We look forward to your response and hope for a resolution that reflects Disneys commitment to guest satisfaction.

Customer response
12/04/2024

Complaint: 22606500

I am rejecting this response because: my original complaint is that Disney was dismissive, negligent, and insulting. Since filing the complaint, that has not changed. I receive better customer service and care from *********** than I did at **** Disney and the matter of money spent is grossly different. Again, are a very busy family who relied heavily on the travel agent to book, reserve, and communicate everything. When a company that is marketed as providing a magical experience you would expect them to do everything or anything for that matter to make the situation right. A heartfelt acknowledgement of the mistake, a discount on a future visit, a drink credit, reassurance that they would work diligently to improve the process and prevent future customers from experiencing the same mistake, ANYTHING would have gone along way. Instead of returning for a future visit we will likely never return and may even choose to go to the extent of not purchasing Disney merchandise and terminate our Disney plus subscription.

Sincerely,

**** ******
Customer response
12/05/2024
Date Sent: 12/4/2024 9:33:30 PM

Complaint: 22606500

I am rejecting this response because: my original complaint is that Disney was dismissive, negligent, and insulting. Since filing the complaint, that has not changed. I receive better customer service and care from *********** than I did at **** Disney and the matter of money spent is grossly different. Again, are a very busy family who relied heavily on the travel agent to book, reserve, and communicate everything. When a company that is marketed as providing a magical experience you would expect them to do everything or anything for that matter to make the situation right. A heartfelt acknowledgement of the mistake, a discount on a future visit, a drink credit, reassurance that they would work diligently to improve the process and prevent future customers from experiencing the same mistake, ANYTHING would have gone along way. Instead of returning for a future visit we will likely never return and may even choose to go to the extent of not purchasing Disney merchandise and terminate our Disney plus subscription.

Sincerely,

**** ******
Business response
12/06/2024
Thank you for your continued correspondence.

While we regret *********** continued disappointment, her concerns have been fully addressed.
Guest Experience Support & Solutions
**** Disney World Resort
Initial Complaint
11/20/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed an order for the **** Dark Falcon set, but Disney shipped the wrong items to me. On 11/14/2024, I immediately contacted Disney to report the error. I informed the first representative I this **** set was a gift and I needed it as soon as possible. He assured me that the correct set would be shipped via express delivery, and I should receive it within two business days. However, by 11/19/2024, I still had not received anything from Disney. I contacted their help desk again, but the first representative I spoke to that day disconnected the call after 45 minutes without resolving the issue. She also informed me that the **** set I ordered was now out of stock and that Disney would simply issue a refund. I had to call back and speak to another agent, who finally provided me with a one-time-use $50 discount code. Unfortunately, even with the discount, I had to pay an additional $50 to purchase the same **** set directly from the **** Store. Disney's customer service has been incredibly disappointing. They refused to take responsibility for their mistake, wasted over two hours of my time, and left me scrambling to find a solution on my own. This experience has been frustrating and unacceptable.
Business response
11/27/2024
Guest was contacted and spoke to *** directly. He was already issued full refund and also was issued a $50 one time use code for his experience from another cast member. This code is to use on our site for next order. I noticed that the item may be available. Tried placing a new order using same pricing as what guest had. Also using his $50.00 one time use code, but the item was in fact sold out at the moment. Apologized to our guest. He said he was okay and that we tried. Advised that our stock is replenished every few days and we will be happy to honor the same pricing as what guest originally paid.
Customer response
11/27/2024
They tried but called me again and wasted another 15 mins for nothing. The $50 credit is almost useless for me since I don't plan or need to buy anything form **************************.
Customer response
12/02/2024

Complaint: 22580303

I am rejecting this response because: Date Sent: 11/27/2024 2:55:33 PM
They tried but called me again and wasted another 15 mins for nothing. The $50 credit is almost useless for me since I don't plan or need to buy anything form **************************.

Sincerely,

*** *** ***
Initial Complaint
11/17/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was supposed to be at disney on october 8th, when hurricane ****** hit.I had 2 day time tickets and 2 mickeys halloween party tickets. I spent HOURS on the phone to reach them and when i finally got someone on the phone, they told me they cant refund the tickets because they were "operating that day" lol. My out of country trip to disney would have been SUCH a treat in pouring rain and insane winds. I was so excited to go as it was my first time ever visiting, but they made this trip so painful for me. For a multi billion dollar company, you sure know how to put sour tastes in your new customers mouths. I want my trip refunded. You can contact me for all the ticket info. I still have it. Make this right.
Business response
11/19/2024
Thank you for contacting us on behalf of Ms. *************** further assistance, we would invite Ms. **** to contact us at **************************************************************** A Cast Member will be happy to research and address her concerns.
Regards,
Guest Experience Support & Solutions
**** Disney World Resort
Customer response
11/19/2024

Complaint: 22567630

I am rejecting this response because i have already submitted an email there. I have spent countless hours on hold as well (long distance, mind you) trying to reach you.

Sincerely,

******* ****
Business response
11/20/2024
As of the date of our last response, we have no record of Ms. **** contacting us. If she has sent an email subsequent to our response, she can expect a response in the next 7 - 14 days.
Customer response
11/20/2024

Complaint: 22567630

I am rejecting this response because:
Do you have records of the numerous calls ive placed?
Why does it take 14 days to respond to an email, when you take my money instantly?
I have sent TWO emails now. Ill be waiting for a response. Thanks.

Sincerely,

******* ****
Business response
11/22/2024
Thank you for your continued correspondence.
We regret Ms. ****** continued concerns. We are committed to providing personalized service with each inquiry that we receive. We are sorry that due to the tremendous volume of emails received, we are unable to respond more promptly as emails are answered in the order in which they are received. We appreciate your understanding.
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort
Customer response
12/05/2024
This has not been resolved.
Initial Complaint
11/13/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On October 7th we went to Disney it was the day before the hurricane the trip has been planned for months. It was raining and mostly all the rides were closed so we went to guest Services and they took my information and told me to wait on raincheck tickets in the mail. It's November *********************************************************** they have nothing on file
Business response
11/15/2024
Thank you for contacting us on behalf of Mr. *************** regret Mr. ****** concerns with his recent visit. For further assistance, we would invite him to contact us at *****************************************************************************************************************************.
Kindest regards,
Guest ******************* & Solutions
**** Disney World Resort
Customer response
11/16/2024
Contacted the company via email by their request and still no answer
Customer response
11/18/2024

Complaint: 22551682

I am rejecting this response because: Date Sent: 11/16/2024 2:25:42 PM
Contacted the company via email by their request and still no answer

Sincerely,

******* *****
Customer response
11/20/2024
I've been wanting on a response fro Disney guess services to no avail. I haven't heard anything back.
Business response
11/22/2024
We are committed to providing personalized service with each inquiry that we receive. We are sorry that due to the tremendous volume of emails received, we are unable to respond more promptly as emails are answered in the order in which they are received. We appreciate your understanding.
Guest Experience Support & Solutions
**** Disney World Resort
Initial Complaint
11/11/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
During our stay at Disneys All-Star Movies Resort on 29th October 2024, our family encountered a series of distressing incidents involving repeated breaches of privacy and a lack of support for neurodivergent needs, which turned our long-anticipated holiday into a troubling experience.Timeline of Events:2:40 PM: Housekeeping attempted to enter our room without prior notice, disregarding the occupied sign and my verbal request to refrain from entering, leaving me exposed and distressed.3:00 PM: I reported this via Disneys live chat, requesting minimal disturbance and specifying a preference for phone communication. Disney staff stated they would call my room.3:38 PM: Despite my request, a second *********** attempted unauthorized entry, compounding my distress.4:15 PM: I went to the lobby to speak with management. The manager, ******, responded insensitively, stating that Disney had the right to enter our room whenever they liked.4:34 PM: A third unauthorized attempt was made, with a staff member laughing dismissively.6:00 PM: In a meeting with ***** *******, he refused to assist with alternative accommodations, leaving us to vacate and spend the night at a ******* car park until we secured an Airbnb.Concerns:1.Privacy Breaches: Unauthorized entry attempts without notice.2.Disregard for Neurodivergent Needs: Requests for minimal disturbance ignored, escalating my anxiety and stress.3.Unprofessional Handling: ***** and ****** misled us by claiming no one above them could address our concerns and offered an irregular cash payment instead of documented compensation.4.Failure to Provide Alternative Accommodation: Despite our feeling unsafe, no help was given to secure other ************* Concerns:Breach of Privacy (Florida Law), ADA *************** and potential violations of fair business practices.
Customer response
11/11/2024
Thanks *****, I did send my original complaint in via email on November 4th to both Edgars manager and Edgars managers manager however nobody has acknowledged my email so per advice I have registered my complaint using your portal to encourage them to respond.
I attach my full complaint email along with my 7 day chaser

Business response
11/14/2024
Thank you for contacting us on behalf of Ms. ********************** be assured that ************* concerns are being addressed by the appropriate department. Due to the nature of this concern, we are unable to share any additional information.
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort
Customer response
11/14/2024

Complaint: 22541578

I am rejecting this response because this is just an acknowledgement of my complaint, The original complaint (Nov 4th) remains on a 14 day turnaround which is 18th Nov.
Per advice, I will keep this open until a response is produced.

Sincerely,

***** ********
Customer response
11/14/2024

At 4:26 pm today, I received an email from Disney requesting I call to discuss my case, with the representative scheduled to leave for a five-day absence at 4:30 pm.

1) Is this standard practice? Its hard to understand why they would reach out with only four minutes before a week-long leave. Ive since spent hours in disbelief, repeatedly drafting a responsesomething Ill likely be rethinking until they return on the 19th, which feels incredibly insensitive.

1a) I responded to ask who would cover in their absence, but received no out-of-office reply, which is also unusual.

2) Additionally, Im unsure why Im expected to make an international call at a high cost.

3) Ive also repeatedly requested communication via email, which is critical for me due to my disability, yet this request hasnt been acknowledged.

Could you please advise?
Attached is the correspondance.

----------------------------------
Dear Ms. ********:

Our department was advised of the claim you made arising from the referenced incident on property owned by **** Disney Parks and Resorts **********

Dear Ms. ********:

Our department was advised of the claim you made arising from the referenced incident on property owned by **** Disney Parks and Resorts U.S., Inc.

Please call me at your earliest convenience so we may discuss your claim. My office hours are 8 a.m. to 4:30 p.m., Monday through Friday. You may respond to this email to provide a good day and time for me to contact you. Please provide a telephone number. Please be advised I will be out of the office starting November 15, 2024 and returning November 19, 2024.

Please be advised that the Statute of Limitations in the state of ******* is 2 years from the date of the incident. If your claim has not been resolved or filed in a Court of Law by October 29, 2026, your time to pursue the claim will have expired.

Sincerely,

******* ******
Claims Representative
Guest Claims Department
*************************

Business response
11/15/2024
Due to the nature of these concerns, we are unable to provide any additional information. Ms. ******** has been provided the appropriate information to further assist with her concerns.
Guest Experience Support & Solutions
**** Disney World Resort
Customer response
11/18/2024

Complaint: 22541578

I am rejecting this response because:
Date Sent: 11/14/2024 6:32:08 PM

At 4:26 pm today, I received an email from Disney requesting I call to discuss my case, with the representative scheduled to leave for a five-day absence at 4:30 pm.

1) Is this standard practice? Its hard to understand why they would reach out with only four minutes before a week-long leave. Ive since spent hours in disbelief, repeatedly drafting a responsesomething Ill likely be rethinking until they return on the 19th, which feels incredibly insensitive.

1a) I responded to ask who would cover in their absence, but received no out-of-office reply, which is also unusual.

2) Additionally, Im unsure why Im expected to make an international call at a high cost.

3) Ive also repeatedly requested communication via email, which is critical for me due to my disability, yet this request hasnt been acknowledged.

Could you please advise?
Attached is the correspondance.

----------------------------------
Dear Ms. ********:

Our department was advised of the claim you made arising from the referenced incident on property owned by **** Disney Parks and Resorts **********

Dear Ms. ********:

Our department was advised of the claim you made arising from the referenced incident on property owned by **** Disney Parks and Resorts **********

Please call me at your earliest convenience so we may discuss your claim. My office hours are 8 a.m. to 4:30 p.m., Monday through Friday. You may respond to this email to provide a good day and time for me to contact you. Please provide a telephone number. Please be advised I will be out of the office starting November 15, 2024 and returning November 19, 2024.

Please be advised that the Statute of Limitations in the state of ******* is 2 years from the date of the incident. If your claim has not been resolved or filed in a Court of Law by October 29, 2026, your time to pursue the claim will have expired.

Sincerely,

******* ******
Claims Representative
Guest Claims Department
*************************

[Click to View All Consumer Messages]
Business
Most Recent Message
Date Sent: 11/15/2024 11:29:45 AM
Due to the nature of these concerns, we are unable to provide any additional information. Ms. ******** has been provided the appropriate information to further assist with her concerns.
Guest Experience Support & Solutions
**** Disney World Resort

Sincerely,

***** ********
Business response
11/20/2024
Thank you for your continued contact on behalf of ********************************* has been contacted by the appropriate department to assist with her concerns and they will be handling this matter moving forward. To ensure the privacy of our Guests, we are unable to provide any additional information regarding this matter.
Initial Complaint
11/11/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked my disney trip though ********* at signature services. I noticed dining plan was not included. She then made the change. After a few weeks, we finalized our vacation to pay for the trip. I paid my reservation on my disney experience app. For my father in laws reservation, I called to pay through the automated system, $9866 times 2. Was authorized twice. Got a phone call saying I have to pay asap or they are canceling the reservation. I spoke to ********** whom harassed me stating several calls I need to pay. I continued to try to find the reason why the payment wasn't processed. ***** services suggested I paid the wrong reservation. Not true. Then spoke to billing. ****** at billing said it's on my banks end to process it. I called *****, they said no, both transactions were processed it's on *** to accept. I then went back on several calls to then be harassed by **********, so I tried to pay online while waiting on hold, to find that the website ducked out. Another $9866 charge, so that's 3 times at $9866. Now it's 10pm and I'm on the phone with Ace at billing, Ace said i either pay immediately or the reservation is canceled. I asked what happens if I have no available credit since 3 charges at $9866 took up most of my credit line. He said he can't do anything about that, so he said to ensure it works fine, he will increase my price of my reservation to make up for the difference of my inlaws reservation. So I had no choice but to use a credit card. So now it's 4x$9866. I get to the hotel, to find out that the dining plan was taken off on October 28th, they said i did it, I wouldn't know the first thing to remove the dining plan since ********* set the whole reservation in place. Spoke to guest services on Thursday, the 7th, told me the resort leadership will handle & they called back telling me it would be $9400 per room to add the dining plan. But in order to do it they would have to cancel my reservation & recharge, $9400x3. Leadership lied.Did nothing
Business response
11/13/2024
Thank you for contacting us on behalf of Mr. ******************** records indicate Mr. ********* spoke with several Cast Members who appropriately addressed these concerns.
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort
Customer response
11/13/2024

Complaint: 22540729

I am rejecting this response because:

I spoke with Bill, ****** **** and neither of them setup the dining plan. I then spoke to ****** the duty manager and he actually said to me that the **** Disney Company has a problem with my family. And was not willing to help me. I have 2 other people that witnessed the conversation. If the cast members helped, then why wasn't the dining plan added, do explain? Do you think I preferred to spend $650 per night for dinner? Have I ever booked Disney without a dining plan when it was offered?? The answer is no, I always had a dining plan except for the years Disney removed. No one addressed the excessive charges on my card at all.

***** *********
Business response
11/18/2024
Mr. ********* spoke with several Cast Members and members of our Leadership team during his stay who addressed his concerns.. We are unable to provide any additional assistance or information regarding this matter.

Kindest regards,

Guest Experience Support & Solutions
**** Disney World Resort
Customer response
11/18/2024

Complaint: 22540729

I am rejecting this response because: if they assisted me, why did I not have a dining plan? Why would I choose to spend $650 extra per night for dinners when a dining plan added would cost less than I already paid for the whole reservation? Also, if you are so confident about your leadership at the ***************, why did they not acknowledge my 2 year old birthday? I told 2 of them and they did nothing the entire stay. I also told concierge when they called before my stat when asked if we were celebrating anything. Your reply is unacceptable and won't fix this problem.

Sincerely,

***** *********
Business response
11/19/2024
Thank you for contacting us on behalf of Mr. **********
Our records indicate Mr. *********** concerns have been appropriately addressed.
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort
Customer response
11/19/2024

Complaint: 22540729

I am rejecting this response because: how were they addressed?? Please do give details?

Sincerely,

***** *********
Business response
11/22/2024
Thank you for your continued contact.
Please know, Mr. ********* spoke with the appropriate Leadership during his stay. We are unable to provide any further assistance at this time.
Guest Experience Support & Solutions
**** Disney World Resort

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