I had to cancel a trip staying at Hotel Cheyenne a earlier this month as my daughter & I were both ill & couldn't go :(
I re-booked at a cost of an additional £300. At the time of the original booking, the offer was for half board, but when I re-booked we only got B&B. I sent a message via the web site asking whether they could change my booking back to half board given that was what it was originally & also because that is the deal they are offering again now. I was told I had to call in. I called in & was give a flat no to this request :( :(
Does anyone have an actual email address for Disney that I could re-submit this request in the hope that someone more sympathetic to my predicament might read it & use their discretion to change my booking back to half board?
Anyone been in a similar situation & had a successful outcome?
thanks,
R
I don't mean to sound rude, but what did you expect?
You can't help getting ill, and I understand your disappointment.
But it's not DLP's fault that you got ill.
You booked a certain offer, which was a temporarily offer.
If, for what reason, you can't make it, that's just tough luck.
That's the same as buying a pair of jeans at a store, and a week later they have a sale and that pair of jeans is 50% off.
You're not going back to the store and expect them to give you half of the money back just because you bought it at a wrong moment.
Once you cancel , that's it. You should have asked to change before cancelling first booking.
I'm sorry to hear that you had such a negative experience.
I can understand that from DLP's point of view, they can't just sort everything out at the same price, as they are still a company that needs to make a profit, but some understanding towards people's situations wouldn't go amiss in my opinion. Even if they can't give you the same deal, they could do something to soften the blow (like offer a better room at no cost, if it's low season it's not like the hotel will be full, vip breakfast or something nice for your daughter).
In my personal experience, call center people can either be amazing and helpful or a special kind of fail.
It really depends on who you are talking to. Generally when I have someone on the phone that's being negative I just politely thank them, hang up and call back a little later. I did that with my previous booking (the lady on the phone wouldn't even look up the basic room price and only kept giving me the more expensive Rio Grande options!) and I haven't regretted it for a moment (because the gentleman that did our booking was nothing but kind and helpful).
So yeah, if you call back, explain it again to someone friendlier, you may get stuff changed around still. No guarantees though, but it's worth a go. Good luck!
Try dlp.guest.communication@disney.com , I sent them an email last year about our reservation and they were really helpful.
Or you could give them another call as HildeKitten suggested, perhaps you're luckier this time around.
I totally understand your frustration and disappointment, but there are certain cancellation rules they have to follow. If you check the documents they were sent to you after your reservation they clearly state what happens in the event of a cancellation.
If you have travel insurance, you might be able to recover some of your costs
Thanks guys,
I will try the email address from msRavenswood ...if no luck, then I'll try my luck calling back as HildeKitten suggests & see if the next person I speak might see things my way.
I'll report back as to how I get on...
when we stayed at disneyland hotel in dec ,we was not forewarned that characters were no longer in the hotel ,after 3 days i decided to ask at reception , they offered us a free fast pass, i said no ,she then offered us an all day fast pass again, we said no ,she asked how they could help us ,i said a character dinner i inventions, they booked it we went ,
when i got home ,we filled in a how much fun at disneyland paris survey, we explained how upset the children and i were but that we had a lunch ,a lady called and asked if we were going again ,i said yes we going half term feb they gave us a free breakfast at cafe mickey ,i cdnt fault the customer services ,
You might be able to upgrade to the new deal, e.g. if you add an extra night, or upgrade your room type? Might work out cheaper over all than adding the meal package separately?
If not is it worth cancelling and rebooking? You could ask them to waive the cancellation fee since you have presumably already paid it once?
Good luck hope you get it sorted.
It's been on every forum and FB page that characters where no longer at the DHL as of a certain date in November, long before it was November.
I don't understand why people join forums or FB groups after their trip.
If you can go online after it, you can also go online before it, and browse through some stuff on the forums.
If every person now would go to check-in and say "I didn't knew there were no characters anymore give me something in return".
Where would that lead to?
And some people go on holiday, think it was brilliant, decide to go again, and join a forum to share their feelings and get excited for their next Hill. Not everyone has the inclination or the time to do research before they go. I remember the tagine to magic forum being the friendliest Disney community. Alot of the posts lately areanything but friendly, just many seeming to point out how ridiculous they think other people are, and those comments don't achieve anything good, opinions are different, and that's fine but it's not nice when theyre put across in a way which demeans others guests views
Quote from: buzzkaye on February 28, 2015, 08:26:17 PM
when we stayed at disneyland hotel in dec ,we was not forewarned that characters were no longer in the hotel ,after 3 days i decided to ask at reception , they offered us a free fast pass, i said no ,she then offered us an all day fast pass again, we said no ,she asked how they could help us ,i said a character dinner i inventions, they booked it we went ,
when i got home ,i decided to write to disneyland paris , and explain how upset the children and i were ,a lady called and asked if we were going again ,i said yes we going half term feb they gave us a free breakfast at cafe mickey ,i cdnt fault the customer services ,
So you complained about something that wasn't their fault and they more than compensated you.
You then complained again, and was compensated again?
Quote from: polar vixen on March 01, 2015, 12:18:06 PM
And some people go on holiday, think it was brilliant, decide to go again, and join a forum to share their feelings and get excited for their next Hill. Not everyone has the inclination or the time to do research before they go. I remember the tagine to magic forum being the friendliest Disney community. Alot of the posts lately areanything but friendly, just many seeming to point out how ridiculous they think other people are, and those comments don't achieve anything good, opinions are different, and that's fine but it's not nice when theyre put across in a way which demeans others guests views
Well put
I didn't know about the forums until after our first trip .
We got the bug and wanted to go back . I was told by a friend about this page and then joined and was given lots of tips for our second trip .
i did not go on forums before our trip at xmas ,have been going for years ,
some one told us about the forum while we were there xmas time..
xmas we did not know no characters in the Disneyland hotel ,
when we came home they asked us to do a survey about our time there ,we put in about the lunch they gave us as the hotel said loads of people were not aware,
in the email we stated the truth ,that as a foster carer taking the children away 2 rooms etc came to nearly £4500.be cause we thought it would be good for the kids to know they could see mickey etc at the hotel ,having autistic children ,this would have been better than waiting in lines.
they rang and offered us the breakfast at cafe mickey . when we went in feb ,
i dont have to justify myself to anyone ,we go 3 times a year ,and love it there,
now knowing what we know ,i would stay cheaper hotel ,and go more often /stay longer.
we had a fab time in feb and look forward to our next 2 planned trips ,including xmas time again.
Quote from: polar vixen on March 01, 2015, 12:18:06 PM
And some people go on holiday, think it was brilliant, decide to go again, and join a forum to share their feelings and get excited for their next Hill. Not everyone has the inclination or the time to do research before they go. I remember the tagine to magic forum being the friendliest Disney community. Alot of the posts lately areanything but friendly, just many seeming to point out how ridiculous they think other people are, and those comments don't achieve anything good, opinions are different, and that's fine but it's not nice when theyre put across in a way which demeans others guests views
I agree :) I first went when I was 12 and only joined this site a couple of years ago, and even though I no my way round Disney and most things. It's nice to have the opportunity to chat to fellow Disney lovers. Shame there's been a lot negative comments lately on this forum.
I have now visited at least 30 occasions but there's always new things to learn or other tips to discover
:( Aww, reading some of the replies to this post has made me sad... I've only been away for a couple of weeks. Where has our happy, supportive forum gone?
I have removed my comment if anyone was offended by it.
Alot of the things said in this thread I wouldn't have thought of myself (i.e. joining after going)
So I do apologize if I offended anyone.
I love this forum & how friendly it is...will think before typing the next time :)
To the OP I would say it seems that you were unfortunate to get sick when you did. I have nothing but sympathy for you and your daughter. It sucks getting sick at the best if times, but to do so with a holiday coming up - and a Disney holiday at that - it can be horrible.
I would have to agree with the general consensus on here I'm afraid. You booked a deal that is no longer available. From DLRP's point of view, they have met their side of what you purchased and you are the one who is "defaulting" on it. Of course, this still doesn't help you with what to do. Like has been suggested, you could try to talk to someone different, explain the situation and see what else, if anything can be done.
To expand on what "buzzkaye" said, when I was younger, my mum paid for my brother, her and I to stay in the Castle Club of the Disneyland Hotel. It was our third time staying in the hotel and first time in Castle Club. Our room, as it turned out, was above a kitchen or galley. We didn't discover this till we went to bed and for hours, all we could hear was what sounded like plates being shifted around. Mum complained to the desk the following morning and we were upgraded to Walt's Apartment as a way of apologising. Considering all we wanted was to be moved to a different room, it goes to show that sometimes the staff are more then understanding of your situation and very helpful!
So yes, talk to someone different, explain your situation and see if they can provide you with some sort of reconciliation. If they are unable to do so, remember it's not anyone's fault that you were ill and chalk it up to bad luck.
Best of luck with getting something sorted! :)
~TappyFish~
Let's be honest, most of us here are British I think, and we don't complain unless it REALLY matters. I can sleep through a bomb but my children are a different matter so I would complain if there was excessive noise too. I think that some people like to complain about everything, and some of those (and I honestly don't aim this at anyone on here) will complain JUST to get a freebie. I keep hoping that I will be on the wrong end of a booking error which means I get an upgrade to Walts Apartment or something. I can't remember who it was on another thread got a call to say the HNY had been overbooked and was being put in the DLH instead.
I agree with you there. The hotel where I work operate a scheme where we will refund you your stay if you are unhappy with it at the end - almost no questions asked. Some of the excuses I hear on a daily basis from people just to get a free room! Considering that some of them have rooms that they got via deals for as little as £25, people will, as you say, complain just to get a freebie.
Quote from: TappyFish on March 05, 2015, 05:04:05 PM
I agree with you there. The hotel where I work operate a scheme where we will refund you your stay if you are unhappy with it at the end - almost no questions asked. Some of the excuses I hear on a daily basis from people just to get a free room! Considering that some of them have rooms that they got via deals for as little as £25, people will, as you say, complain just to get a freebie.
If it's one of a chain I'm thinking of, I've used them many times in different locations and only had to complain once
At least this forum is friendlier than The DIBB?! ;)
Quote from: daddyof2 on March 05, 2015, 11:01:26 PM
If it's one of a chain I'm thinking of, I've used them many times in different locations and only had to complain once
It's a very popular British hotel chain so could well be ;)
Quote from: stormflm595 on March 06, 2015, 12:08:07 PM
At least this forum is friendlier than The DIBB?! ;)
Never used that forum myself, but my mum used to be a regular. As I understand it, she stopped using it due to the pettiness of a few individuals. It's a shame that a few people can spoil a good thing. From the advice I've received via the magicforum thus far, I feel that this is a very friendly place to be.
Quote from: TappyFish on March 06, 2015, 05:34:56 PM
Never used that forum myself, but my mum used to be a regular. As I understand it, she stopped using it due to the pettiness of a few individuals. It's a shame that a few people can spoil a good thing. From the advice I've received via the magicforum thus far, I feel that this is a very friendly place to be.
I definitely agree TappyFish! DIBB was the first forum I joined and I found a lot of my questions etc were either completely ignored or I was given answers in a way that I felt like a liability for even asking in the first place. Found MagicForum a few months after and the atmosphere is so much more friendlier :)
Well...
I emailed the address msRavenswood gave me this afternoon so we'll see what reply I may get. Travel insurance agreed to cover the new booking so that's good. As things stand, after the policy excess & the cost of the GP's letter I'm £65 down, plus of course as I originally mentioned I'm not getting lunch on the new deal.
Come on Disney, let's see some Disney discretion towards my predicament & give me my half board back! ;)
After hearing nothing for 6 days & emailed again & got a polite, but also very firm reply stating
"We have already made an exception by amending your booking instead of cancelling with 100% fees, therefore we regret we cannot propose any further compensation."
& giving me a price to upgrade to half board.
Ah well, it was worth a try. Think I now have to accept we're going B&B. :'(
Still, the weather will be better in April ???
At least they compromised a little bit, I suppose.
But yes, it was definitely worth a try :)
And I suppose you could always pack foods to have lunch in your hotel room to cut down on the costs a bit :)
You know, prewrapped foods that don't need to be refrigerated, things like that.