Disneyland

February 11, 2015
 
 
[redacted]     
[redacted]
 
Dear [redacted],
 
Thank you for your letter to the Revdex.com, which has been routed to our Guest Experience Services department for...

reply.
 
We are very sorry for the disappointments you mentioned in your letter regarding the lack of service provided by our Annual Passport member services Cast Member. Please be assured that we have shared your comments with our leadership team, along with the appropriate management, as feedback such as yours is taken very seriously.
 
As discussed, we have accommodated the unused time on your Annual Passport.  You are welcome to contact me personally at [redacted] if you should have any additional questions or comments. I can be reached Saturday through Wednesday from 8:00 a.m. to 4:00 p.m. (Pacific Standard Time). However, if you are unable to reach me, feel free to leave a detailed message on my voicemail.
 
Once again, thank you for contacting us.
 
Sincerely,
  
[redacted]
Disneyland® Resort
Guest Experience Services

December 23, 2014
 
 
[redacted]     
[redacted]
 
 
Dear [redacted],
 
Thank you for your letter to the Revdex.com, which has been routed to our Guest Experience Services department for reply.
 
We...

sincerely apologize for the concerns and frustrations caused by our Ticket Services team regarding your online order. Please be assured that we have contacted the Resort leader regarding this and they have advised that the tickets were sent overnight as of Monday, December 22, 2014. We certainly understand your disappointment with the process and we once again apologize for the experience. Resort leaders are following up with their teams to ensure that a situation like this will not happen again.
 
So that we may better assist you with your upcoming visit, please contact me personally at [redacted]. I am available Sunday through Wednesday from 8:00 am to 4:00 pm (PST).
 
Once again, thank you for contacting us.
  
Sincerely,
  
[redacted]
Disneyland® Resort
Guest Experience Services

January 28, 2015
 
[redacted]
[redacted]      
[redacted]
 
Dear**. [redacted],
 
Thank you for your letter to the Revdex.com, which has been routed to our Guest Experience Services department for reply.
 
We are very...

sorry for the experience you mentioned in your letter regarding your visit to the Resort. The Disneyland® Resort has always considered Guest courtesy to be one of the most important elements of our operation. Hospitality is continually stressed to newly hired Cast Members, as well as those who have been a part of the Disney team for years. Our goal is not only to meet but exceed our Guests' expectations, and we are concerned when we fall short of this goal. Please accept our sincere apologies for the treatment you received and be assured that the appropriate management has been notified of your experiences.
 
We also sincerely appreciate your informing us of the behavior of some of our Guests during your visit to the park.  Unfortunately, not all Guests behave with the consideration of others, and we apologize for any discomfort that you or your family experienced.  Please be assured that we have forwarded your comments to the appropriate leadership team so that they may be aware of your concerns.
 
Unfortunately, we are unable to comply with your request for a refund of your original tickets. Our records show that you have spoken with a senior representative of our Guest Experience Services team who advised that we are unable to provide additional compensation for your original visit in April 2014.
 
You are welcome to contact me personally at [redacted] if you should have any additional questions. I can be reached Saturday through Wednesday from 8:00 a.m. to 4:00 p.m. (Pacific Standard Time).
 
Once again, thank you for contacting us.
 
Sincerely,
 
[redacted]
Disneyland® Resort
Guest Experience Services

March 11, 2015
 
[redacted]
[redacted]    
[redacted]
 
Dear Ms. [redacted],
 
Thank you for your letter to the Revdex.com, which has been routed to our Guest Experience Services department for reply.
 
We are very sorry...

for the experience you mentioned in your letter. We certainly understand your concern and disappointment with your visit. Please be assured that we have shared your comments and experience with our Main Entrance leadership team, along with the appropriate management, as feedback such as yours is taken very seriously.
 
We would be happy to provide a refund of the $17 parking ticket via a Disney Gift Card.  So that we may properly assist you with this, please contact me personally at [redacted]. I am generally available Saturday through Wednesday from 8:00 am to 4:00 pm (PST).
 
Once again, thank you for contacting us.
 
Sincerely,
  
[redacted]
Disneyland® Resort
Guest Experience Services

November 12, 2014
[redacted]
[redacted]
Dear [redacted],
Thank you for your letter to the Revdex.com, which has been routed to our Guest Experience Services department for reply.
We sincerely apologize for any concern caused by our Annual...

Passport Member Services.  Our records show that on October 28, 2014 your Annual Passport contract was cancelled by our offices. Installment payments were refunded and all future payments have been cancelled.  Please be assured that we have shared your comments and experience with our leadership team, along with the appropriate management, as feedback such as yours is taken very seriously.
If you should have any further questions or concerns regarding this contract, you are welcome to contact me personally at [redacted]. I am available from Saturday through Wednesday 8:00 am to 4:00 pm (PST).
Once again, thank you for contacting us.
Sincerely,
[redacted]
Disneyland® Resort
Guest Experience Services

March 11, 2015
 
[redacted]
2255 Skyline Drive
Fullerton, CA 92831
 
Dear Ms. [redacted],
 
Thank you for your letter to the Revdex.com, which has been routed to our Guest Experience Services department for reply.
 
We are very sorry for the experience you...

mentioned in your letter regarding your Annual Passport.  Please be assured that the Disneyland® Resort considers the safety of our Guests and Cast Members to be the most important element of our operation.  We strive to make the Resort a safe and fun place for our Guests to visit. Be assured that we have shared your comments and experience with our Resort leadership team, along with the appropriate management.
 
So that I may better assist you, please contact me personally at [redacted]. I am generally available Saturday through Wednesday from 8:00 am to 4:00 pm (PST).
 
Once again, thank you for contacting us.
 
 
Sincerely,
 
[redacted]
Disneyland® Resort
Guest Experience Services

September 14, 2014
[redacted]
[redacted]
Los Angeles , CA 90020
Dear Mr. [redacted],
Thank you for your letter to the Revdex.com, which has been routed to our Guest Experience Services department for reply.
We are very sorry for the...

experience you mentioned in your letter. We have attempted to reach you via telephone however we have been unsuccessful. So that we may better assist you, please contact me personally at ###-###-####. I am available Monday through Friday from 8:00 am to 4:00 pm (PST).
Once again, thank you for contacting us.
Sincerely,
[redacted]
Disneyland® Resort
Guest Experience Services

September 19, 2014
[redacted]
[redacted]
Los Angeles , CA 90020
Dear Mr. [redacted],
Thank you for your continued correspondence.
 
As requested, your Annual Passport has been cancelled. The accouting team has refunded your down payment and the installment payements. All future payments have been cancelled. You are welcome to repurchase a new Annual Passport during your next visit at any ticket booth in the Main Entrance.
If you should have any further questions, you are welcome to contact me personally at ###-###-####. I am available Monday through Friday from 8:00 am to 4:00 pm (PST).
Once again, thank you for contacting us.
Sincerely,
[redacted]
Disneyland® Resort
Guest Experience Services

I would like to get a new set of 4 tickets to Disneyland do to them not letting us know I could have got my money back when I was there if I would have went to the city hall or chamber of congress that I was miss informed from the person at the ticket booth never told me to go to either one of those...

buildings and just told me there was nothing they could do so I emailed them letting them know about that and was told if I had a receipt to prove I was there they would send me 4 new ticket  and then I asked for a  manager to call me and the manager told me I was miss informed again that they will not do anything for me even that I had my receipt to show that we were at the parks and I that I needed to take care of it when I was at the park but I told her I tryed  to and the person at the ticket booth told me there was nothing they could do for me and the manager told me they would have gave me back my money if only the person at the ticket booth would have told me to go to city hall or chamber of congress and I fell I should not be out all of that money due to Disneyland  employees not telling me the right information to take care of this when I was at the park that two people there told me the wrong information

Review: I have purchased 2, 2-day, 1 park per day passes on the Disneyland website. Confirmation #: [redacted] My understanding was that I would receive 4 tickets, 1 for each day. My spouse took their little brother to Disney as they were in California while I was at home working (in Utah). Come to find out the tickets had to be used within 14 days of the original use date and could not be given to anyone else to use. My spouse was only in California that day and cannot extend the trip. Our plan was to have the two of them use them today and then my spouse and I could use the other 1 day each in May when we had planned our trip. Calling "The Happiest Place on Earth's" Customer Service, I was told their was absolutely positively NOTHING they could do. I even offered to have my spouse return the ticket tonight and down grade the tickets to 4 single day tickets and I would PAY the difference. I was told NO, that is against policy. So when I asked the representative if I am just expected to "eat" the $200 for the other day I paid for each ticket, he said, "Unfortunately, yes." This is terrible service and an insane policy. I will not be returning to Disney if this is not rectified. Six flags is only a short drive away. I realize I may not have read the website correctly, but its appalling that Disneyland REFUSES to come to a resolution with a customer. Very, very disappointed.Desired Settlement: I would like the 2, 2-day 1 park per-day tickets downgraded to 4 single day passports and I will pay the $7 difference per ticket, or I would like the day I will be unable to use per ticket refunded to me. You can contact me at 801-389-9120.

Business

Response:

March 7, 2016

Dear Mr. [redacted]:

Thank you for your letter to the Revdex.com, which has been routed to our office for reply, regarding the Disneyland® Resort.

We apologize for any misunderstanding in regards to our theme park admission tickets. To help alleviate your disappointment, I may be able to authorize an exception and downgrade your tickets to 1-Day/1-Park tickets and refund the difference back onto the original form of payment.

Please send the actual tickets your wife received at the Main Entrance, along with your name and telephone number, so that we may process this request. We suggest retaining a photocopy of the barcode side of your tickets for your records, and recommend sending the original tickets via certified mail. Please address all correspondence to:

Disneyland® Resort Guest Experience Services

Attn: [redacted]

Once I receive your tickets, I will contact you by telephone to obtain the full card number on the Discover card used to the make the purchase, and then forward that information to our accounting team to process a refund.

If you have any questions, you may contact me directly at [redacted].

Again, thank you for contacting us. We hope you will have the opportunity to visit the Disneyland® Resort again soon and that your visit is an enjoyable one in every respect.

Sincerely,

Demosthenes Miles

Disneyland® Resort

Guest Experience Services

Review: On 8/15/2015 I took my daughter to disneyland for her 4th birthday. Upon arrival we were sent to a separate parking structure due to a convention that was being held at disney that day. We were then taken by bus to disneyland and told that the buses would take us back to our parking location. After leaving disneyland at about 9pm we were taken by the same buses to the parking structure. Upon arrival tothe parking structure I asked if this was the correct structure because I remember being parked elsewhere. I was asked what time I arrived and was assured that cars were solely parked in this location during those hours of arrival. My daughter and I looked for our vehicle asking employees along the way and being told our car had to be here only. We continued searching for the next 5 hours until security checked another parking structure at my request. My car was there with about 10 other vehicles and we were not the only ones waiting that night for several hours. One lady had a taxi come get her and filed a police report for her missing vehicle that was also in that lot.Desired Settlement: I would like to receive a refund for the purchase of my ticket and my 4 year old daughters ticket for the inconvenience.

Business

Response:

September 17, 2015

Review: I bought three tickets from Disney and took my family to visit Disneyland Park in Anaheim, CA on Sunday, August 16. However, it wasn't a pleasant experience. We spent hours waiting in the extremely long line for one of the popular attractions - Space Mountain. But unfortunately, after we spent hours in finishing the waiting line, we were told that this attraction was down at that time. During the time when we were very patiently waiting in the line, no Disney staff communicated to us that the service was down. Because we wasted few hours for an attraction that was down that time, we missed quite a few other attractions that we planned to visit that day. My family felt very frustrated with the service provided by Disneyland Park.Desired Settlement: I request partial refund by Disney for the attraction outage and no communication of the incident to guests. I ask Disney Guest Relation to call me a soon as possible to discuss about a fair resolution.

Business

Response:

August 31, 2015

Review: I have been an annual passholder for a few years now. My pass was due to expire on 10/6, so when I got paid at the end of the month (9/30) I went in to try to renew. It was only allowing me to pay the pass in full, which is not what I wanted since I wanted to continue paying it monthly. I called in and was told it may have been my internet and that I had no option but to go into the park. I went in on Sunday, 10/4, only to be told that the Premium was no longer available and that I had to get the new ones you guys offered - Signature or Signature Plus - or that I could downgrade. This is unfair and deceptive and should be illegal! You cannot force a customer to have to pay their pass in full and/or have them go into the park only to tell them you either pay more to get something similar to what you had or to downgrade. I figured it was a sales tactic, so decided to go back home and try it. Now the premium is not showing and once-again, I am being offered only two products similar to mine with the only option being to pay it in full. Is this really what Disneyland has come down to? Why am I being targeted? Is Disneyland so short on funds that they need ME to help pay for the rennovation you guys have planned? Why is it that when the Select was discontinued, people with them can continue to renew? But my premium pass is no longer available to be renewed?Desired Settlement: 1) Allow me to renew my premium w/o a downpayment or 2) if the premium is completely not available, allow me to renew the Signature Annual Passport w/o a downpayment and at the same price of the premium.

Business

Response:

Review: I was renewing my passport online while chatting with one of your representatives. I clicked on "monthly payments" and proceeded to enter my information. After submitting my information, I got a text alert from my bank ([redacted]) that the full amount had been withdrawn. This is the second time I have a problem with renewing my pass online, and it is at no fault of mine. I reviewed several complaints of the same happening to them and, a close friend of mine ([redacted]), had the same issue happen to him. Your website is misleading and deceptive. I have tried to get the matter resolved via email (to: [email protected]), over the phone and via chat (most recently 6/26/15 @ 8:33 AM with [redacted] who did not seem to care). Below is a transcript of the chat.

Good morning A[redacted]. I need to file a complaint regarding my annual pass.

you: Is this the appropriate address?

you: 1717 S West St Anaheim, CA 92802

you: I'm on the Revdex.com's website and it has two

you: the S West St and

you: 1313 S Harbor Blvd Anaheim, CA 92802

[redacted]: Great question! Any concerns can be written in to our Guest Experience Services.

A[redacted]: The mailing address for that department would be P.O. Box 3232, Anaheim, CA 92803.

you: The Revdex.com does not have either one as an available address

you: I'm filing a complaint directly with the Revdex.com

A[redacted]: You are welcome to voice any concerns via the phone as well, our Guest Experience Services can be reached at (714) 781-4669.

A[redacted]: I do not have any information regarding how to contact the Revdex.com.

you: I'm not trying to contact the Revdex.com, I am filing a complaint through the Revdex.com against Disneyland.

you: I honestly don't feel anyone over the phone is wanting to help.

you: I appreciate your attempts to help, though.

you: Have a great day.

A[redacted]: Thank you for contacting Disney, have a Magical Day! When you are done chatting, please click on the "End Chat" button in the upper right corner of this chat box to complete aDesired Settlement: 1) Please reverse the amount of 719.00 back to my account 2) set me up on the monthly payment plan of $59/month 3) reach out to your chat associate to confirm she handled the concern correctly 4) provide some kind of compensation. This is my rent money that was taken out. Nonetheless, I am now left with $300.00 in my checking account, when I have to pay $775.00 for my part of the rent, along with other bills (that's a $475 deficit). Thank you in advance.

Business

Response:

July 9, 2015

Review: Revdex.com,

I am filing a report due to the lack of response from Disney regarding a terrible experience in which I received. (See details below.) For being such a well known business you would think they would want to correct everything that has happened but instead they indicate "they will use the feedback to make Disney a more magical experience."

Firstly, I want to discuss the room situation. When making this previous reservation I was guaranteed a King sized bed.

Secondly, when we arrived at the hotel, we indicated that we had a dinner reservation at Steakhouse 55 at the Disneyland Hotel. The VIP Guest Service agent said that would be no problem and that we would be shuttled over to the Disneyland Hotel. Our reservation time was at 7:30pm and we checked into the hotel at 7pm. We arrived and checked in with the hostess who indicated we would be seated shortly. Forty Five minutes later we were seated and neglected for another fifteen minutes.

Thirdly, when checking into the hotel we were given a red VIP tag on the car. We were parked right away, but then the vehicle sat there with the luggage in it for thirty minutes.

Fourthly, one of the days I had requested that my vehicle be brought around since we had a family function to go to. The agent indicated that “we don’t do that” and you have to wait like everyone else. I contacted [redacted] at VIP Guest Services and advised that the person who said that needs to be terminated!

Fifthly, I had requested turn down service our final night at 8pm, which was not completed

Sixthly, we used the entrance at the hotel to enter into California Adventure. The security staff was beyond rude and grabbed my arm and made me go through a metal detector.

Eighthly, I contacted the bell staff manager regarding a missing hub cap on my Cadillac SUV rental. Somehow and some way when the vehicle was in Disney’s possession the hub cap was either lost or stolen.Desired Settlement: I expect to be refunded of all resort charges and to be reached out by the Grand Californian hotel manager. NOT a representative.

Business

Response:

January 13, 2016

Review: measles casesDesired Settlement: I would like to get my money back for the 4 park hopper passes the the parking or 4 replacement park hopper passes plus a free parking pass

Consumer

Response:

I would like to get a new set of 4 tickets to Disneyland do to them not letting us know I could have got my money back when I was there if I would have went to the city hall or chamber of congress that I was miss informed from the person at the ticket booth never told me to go to either one of those buildings and just told me there was nothing they could do so I emailed them letting them know about that and was told if I had a receipt to prove I was there they would send me 4 new ticket and then I asked for a manager to call me and the manager told me I was miss informed again that they will not do anything for me even that I had my receipt to show that we were at the parks and I that I needed to take care of it when I was at the park but I told her I tryed to and the person at the ticket booth told me there was nothing they could do for me and the manager told me they would have gave me back my money if only the person at the ticket booth would have told me to go to city hall or chamber of congress and I fell I should not be out all of that money due to Disneyland employees not telling me the right information to take care of this when I was at the park that two people there told me the wrong information

Business

Response:

February 23, 2015

Review: My family and I are premium annual pass holders to Disneyland and very frequently attend up until the measles outbreak that took place in mid december. Throughout all of december up until January 12th we did not attend the parks due to worrying about contracting the measles virus (we have a 2 year old son that has only been partially vaccinated for the measles virus and cannot get his second recommended dose until he is 4), on January 12th I took my kids to the park for a few hours because I was under the assumption that the virus had been contained but that day or a few days after we saw on the news that that was not the case and measles was still spreading inside Disneyland so we have not attended since that date. I called Disneyland customer service 3 days ago to speak with them about how they were handling annual pass members accounts that have not came to the park due to the measles outbreak and was directed to leave a message with guest experience and have yet to hear anything from then so I called their customer service department today and was able to speak with a manager that told me that there was nothing that they can do for me regarding not being able to attend the last month and a half all they would do for me is put my pass on hold for the next 30 days...... HOW does this benefit me at all now that it seems that the measles outbreak is almost over with in the parks? So since I called now as opposed to when the outbreak started there is nothing they can do for me. They could have done a better job in handling this situation. I completely feel like a number to them now. definitely not a MAGICAL experience at all.Desired Settlement: I am not exactly sure what I expect for the desired outcome.. maybe a refund for the last month and a half of my monthly pass payments. It would have been nice to know that I could have called a long time ago to put my account on hold....

Business

Response:

February 11, 2015

Review: Okay took my wife and daughter to Disneyland this weekend May 17-19th for daughters birthday and the trip was less then ideal now took my son there last year for his birthday and my wife there back in January of this year for our anniversary and didn't have a issue. But this time several issues. First I had bought our 3 Day Park Hopper Tickets on [redacted] and then when got to park decided to Upgrade to Premium Annual Passes. But instead of being charged the same $710 price that would have been charged on the Air Force base didn't get the Military Discount got charged the full price of $799 per pass so costing over $100 more then should have. Then when checked into our Disneyland Hotel room I am disabled with 3 herniated disc, a bulge and a tear so in short a very bad back. They put us in the very very further tower so even more walking for me. Then I had the A/C set to the lowest possible setting of 65 degrees but it was well over 90 degrees in room unable to sleep cause was sweeting. I called the front desk and nobody showed up as said they would after 2 calls. Sure came though when ordered room service. Then last straw was on 3rd day there for the Early Entry we were in 1 line and they opened gates and another line opened and a ton of people including us moved over to this empty line (then after being in this line for a few minutes the sign changed to "Special Event Tickets" no point was any announcement made. Then get up there was told it was for character breakfast only and that we now had to get to the very end of one of the other lines now that over 100 new people have joined lines. No Announcement Made nothing. Everyone else behind us also mad.. But all moved over leaving nobody in this "Special Event Tickets" only line and I mean absolutely nobody could have scanned our tickets and let us in instead of making us go to end of line we already were in and moved out of because they failed to announce anything.Desired Settlement: I don't know if anything will come of this letter... I feel though that since hotel stay was unbearable that should be totally refunded. I should also be refunded the price difference of the $710 & $799 for the 2 annual passes... or what really be nice is a FREE Upgrade on our Annual Passes to Premier since we going to DisneyWorld in February for runDisney.

Business

Response:

June 6, 2015

Review: We stayed at the Disneyland hotel for 2 nights on 4/19-4/21 to celebrate my daughters birthday. On Monday late afternoon after coming back to our room from the pool the tub was spewing dark brown dirty water into the tub which traumatized my children thinking they had feces coming into the tub. When I called the front desk the girl stated rudely the whole tower was having problems and it would be resolved shortly. However we had dinner plans that could not wait and we ended up going to dinner smelling like chlorine. The staff did not even have the courtesy to offer housekeeping to clean the tub because we were wary of taking a bath or shower in the tub after witnessing the debris we washed away in the shower. I used my cell phone and [redacted] to take pictures and video of the tub spewing brown murky water and the debris it left behind in the tub. When I checked out the next morning the front desk did not even apologize for the inconvenience or offer restitution and he only stated he didn't work the day before, so he was unaware of the situation. Overall, it was also a poor experience checking in where the girl seemed so annoyed when I asked if a higher floor was available after seeing someone get upgraded after requesting the same thing. Also, when calling to find if we could use the other Disney hotel pools the staff did not know and kept me on hold for ten minutes while they tried to find out the answer. They blamed the [redacted] phone lines and not being able to get through. Although they said yes we could I found out that we could not because our key was only good for the Disneyland hotel. I have stayed at the hotel once before earlier in the year for a work conference and was pleased with experience. However, after this poor experience I am unsure if I will stay at another Disney hotel again. All the tubs in the tower should have been cleaned by housekeeping before use by people with sensitive skin or young children. We left very disappointedDesired Settlement: The notification to all guests if incidents like this occur again and housekeeping cleaning the tubs after pipes bursting and spilling out rust or chemicals into tub where children and babies wash or shower. Apology for poor service and some partial or full refund of stay. We were offered an extra night for $129 plus taxes and parking but it was short notice and we had to return to work the next day. In addition, we did not trust the cleanliness of the room and bathroom. A rain heck for a future stay at that discounted rate but at another tower or Disney hotel.

Business

Response:

Review: My annual pass expired on February 13, 2014. I went online early February and the website advised that currently we could not renew it online, and advised to visit the location. I was not able to visit the location before the expiration date, so I called customer service. They were aware of the issue and advised that within 30 days from the expiration date I could go to any kiosk/ticket booth to get assistance. After 30 days, to go to Guest Services. On March 15, 2014, I visited the Guest Service booth and spoke with a woman (I do not recall the name) who seemed to be bothered from the get-go. I advised her of my issue, and she said I would have to pay the down payment of about $100 and then do the monthly payments. I explained what I was told both online and by the phone representative, and she said it was not likely and she would need to talk to a supervisor, as it would be an "odd" request. Few minutes later she came back and rudely advised that I had two options: pay the down payment and split my payments for 12 months allowing access for 12 months or pay the $52 I already was, but I would only use the park for 11 months. I chose the latter due to lack of money. My friend (J[redacted]s) asked her a question, and she again provided horrible assistance, causing them to want to just go home and not deal with the park. I went to the turnstiles to enter the park, only to be advised my pass was no good and step aside. While the representative was friendly, it was embarrassing. [redacted], a sup, said she would have to check to see what was going on as it showed my pass was not valid. She later met up with me and advised my pass was not effective until the next day, March 16, 2014. Overall, the entire issue lasted almost two hours, caused a horrible experience for me, caused half of my party to leave and it was beyond embarrassing.Desired Settlement: Make my pass effective March 15, 2014, through March 15, 2015; extend an apology for the ordeal; provide proper training to your phone associates or the woman that renewed my pass; advise the woman that renew the pass how to treat customers (regardless of their age, ethnicity and/or sexual orientation); and, if you find it applicable, any compensation for the two hours and embarrassment we wasted and faced.

Business

Response:

March 26, 2014