Disneyland

Review: On 1/05/2015, we scanned the 2 tickets that we had for the fast past to see the [redacted] and [redacted] sing-a-long show. We were never told that you had to scan the tickets for how many children you had. We have never been inside before so we didn't know it was based on seated we figured you would have to stand. When we came back at our return time to watch the show, upon entering we were stopped by a cast member named[redacted], who was extremely rude about us not having the other 2 tickets. She asked us why we didn't feel the need to scan my daughters tickets. We explained that she was under age and did not need a ticket. She then said I was a liar and she knows for a fact that my daughter was of age to have her own ticket. My daughter was very upset and didn't want to come back to the park after that incident because she felt she was being picked on by your staff. We had received complementary tickets (4) from a previous incident in hopes that this experience would be a success. Previously back in April 2014, all we wanted was our money back for the tickets, but the staff insisted we try the park out again. So we did, and am now even more dissatisfied. It was horrible to use the restroom and walk into clouds of smoke from people smoking pot in the stalls. Overall, this was another expense to take this trip, and was a complete disappointment. I contacted guest experience and they refuse to help me since I already received comp. tickets, which I never wanted in the first place. It cost thousands to take this trip because guest service assured us we would have a better experience next time around. I don't even want to take my family to Disneyland for anymore vacations, because the park is going down hill right along with the staff. No one ever apologized to my daughter for hurting her feelings; she respected the staff member and in return she was put down and belittled, it's not her fault she was born with a growth disorder.Desired Settlement: At this point we just want our money back like we did from the start of this mess. I feel we were tricked into returning back to Disneyland.

Business

Response:

January 28, 2015

Review: Received date: 9/2/14Original Message Follows:------------------------Name: [redacted]mail: [redacted]Which of the following best describes you? : NEED ASSISTANCEComments:HELLO MY NAME IS [redacted] HAVE AN ANUAL PASS WHICH I PURCHASE ON 08/29/14CONFORMATION# [redacted]I WANT TO UPGRADE AND I WENT TO DISNEYLAND ON 08/30/14KNOWING IT WAS A BLACK OUT DAY BUT WENT ANYWAYS AND I CALLED IN ADVANCE TOCHECK IF UPGRADE WAS DONE IN PERSON OR ON THE NET.UPON ARRIVAL I WAS AWARE THAT MY MONTHLY PAYMENT WOULD INCREASE TO .$50 A MONTH FOR THE PREMIUM PASS AND I ALREADY MADE A DOWN PAYMENT OF $96, IWAS UNAWARE DUE THE TIME OF UPGRADE I WOULD HAVE TO PAY THEDIFFERENCE OF $400+ AND MY MONTHLY PAYMENT WOULD BE $16 OR $19 DON'T RECALLTHE EXACT AMOUNT ANYWAYS I DON'T HAVE THE FUNDING TO DO THE UPGRADE AND THEREHAS TO BE AWAY BECAUSE THE WHOLE PURPOSE OF THE MONTHLY PAYMENT IS BECAUSE IDON'T HAVE THE $699 UPFRONT AND I'M WELLING TO MAKE THE MONTHLY PAYMENT OF$50 IN A TIMELY MANNER AND I ALREADY MADE A DOWN PAYMENT OF $96 AS IMENTIONED SO THERE HAS TO BE A WAY FOR THIS MULT-BILLION $ COMPANY TO ASSISTME I'M NOT ASKING FOR ANYTHING FREE BUT ASKING FOR ASSISTANCE WHILE YOU GUYSWILL CONTINUE MAKE MONEY OF ME AND NOT ASKING FOR ANY DISCOUNT SO PLEASETAKEIT IN TO CONSIDERATION OF MY SITUATION THANK YOU.RESPONSE FROM DISNEYLAND9/04/2014Dear DL,Thank you for your email to the DISNEYLAND Resort.We apologize for the confusion. If you are on a contract, you cannot alter the contract in any way such as adding an upgrade. You can upgradeyour pass however any upgrades must be paid in full and then you just continue with your regular payments on the original contract.Again, thank you for taking the time to write. We hope you will have theopportunity to visit the DISNEYLAND Resort soon and trust your visit will be pleasant in all regards.Sincerely,[redacted]DISNEYLAND ResortGuest Experience Services[redacted]Please note all information is subject to change without notice and should be confirmed just prior to your visit.Desired Settlement: I JUST WANT TO UPGRADE PAY $50 A MONTH AND NOT PAY THE FULL AMOUNT OF $699 THAT IS UNFAIR AS I MENTIONED THE WHOLE PURPOSE OF THE MONTHLY PLAN THAT SO I DON'T HAVE TO PAY THE FULL AMOUNT, AND IT WAS A HONEST MISTAKE ON MY BEHALF AND A MULTI BILLION DOLLAR COMPANY SUCH AS DISNEY CAN DEFINITELY DO SOMETHING IN REGARDS TO THIS MATTER.

Business

Response:

September 14, 2014

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,

Disneyland® Resort

Guest Experience Services

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I was waiting for their call Monday no response and Tuesday I called and left a voicemail and I want to get this problem situated as soon as possible

Regards,

Review: I purchased tickets online and my sister decided to upgrade our tickets from a 1 day park hopper to a 2 day NON park hopper ticket. (one day disneyland, one day CA adventure). I was very specific with the cashier on what I wanted ,so she gave me credit for the money I had already purchased and did a credit toward the new tickets but she charged me for a 2 day park hopper ticket instead of what I asked for. I noticed the error after I had taken ONE step away from the window but I was told that I would have to contact disneyland to get a refund. It has been several weeks and they have just blown me off. I should have paid an additional $82 but instead she charged me $201. I was overcharged by $117. Everything is computerized so they already know I DIDN'T do any park hopping….Desired Settlement: I want a refund in the amount of $117.

Business

Response:

July 1, 2014

We visited Disney Land from Jan 15-17 of this year. This is the first visit for my daughter and I. I was not pleased with how your second line of security continued to single me out in front of my friends and family. When you first enter the gate, the first line of security checks consists of checking all purses and bags. The second line of security is supposedly "random." This is when security personnel "randomly" selects people or groups for additional security checks. The second layer of security checks is where my issue is. Their security screening was not random! They singled me out almost every time because I'm African-American!

I'm military and took advantage of the military discount. I purchased 6 tickets at the main gate. I understand the security checkpoints are in place for our safety. However, I'm not ok with each security officer selecting me each time I went through the gate. Again, I am African-American. I was the only African-American in my party of 6. Most of the time when we entered Disney Land, the security officer would bypass the people in my party and go directly towards me for an additional security check. I overlooked the first time since it was no big deal. The second time was a little frustrating. However, when it happened a third and fourth time, it became absurd. I even asked the security personnel if they were just targeting black people. Of course they denied it and claimed that it was random checks. It wasn't random because I'm the only black person in my group, I was always the one getting selected for additional screening! The security person would let my family friends go through and always went straight for me!! We had a three day hopper. We went back and forth from Disney Land Park to California Adventure. It became a little embarrassing when this continued to happen to me and in front of my family. Who also found their "random" security checks to be not so "random." I felt it was more like profiling and selecting the black guy each time I walked through the gate.

This was my first visit to Disney Land and this put a bad taste on my mouth. I struggled with deciding whether I should report this or not. I just didn't feel right about letting this go. I honestly felt they were singling me out because I'm black! I submitting this complaint because I want Disney Land's upper management to know their security personnel are not being random. Instead, they're being selective in who they choose to screen.

I'm a positive member in society. I'm in the military. I don't look "suspicious". I visited Disney Land so my family, friends, and I could have a good time. Unfortunately, this experience with security did not sit well with me at all. I just feel I have to say something so it doesn't continue. I don't want other black people or other minority groups to be singled out like this by security. Please bring this to their attention so this stops immediately. It's completely unacceptable! Their "random" screening is NOT so random! You can ask my family! They too thought it was obvious what they were doing, which was selecting just the black guy - me! Besides this, we loved the park. My daughter, wife and friends had a great time. I was the only one who had the bad experience with security. Again, I was also the only black person in my party. My group witnessed what happened each time. I just wish this security issue never happened. I wish their security checks were truly random and not selective like I experienced. I wish I didn't have to file this complaint. I just don't want this to happen to me or anyone ever again.

Review: I have tried for over a week now to renew my premium annual pass and they continued to have issues with their website. The minute I try to enter my credit card information the system kicks me out, even to the date of this filing. I have tried for 2 weeks now to renew my pass and unless I can go down to the park itself I have been told I cannot renew my pass. I have been a pass holder for over 3 years now and I just want to renew my pass. I am now being told that I cannot renew my premium pass because it no longer exists as of 10/5. However, I have been trying since 9/27 to renew it on their website. I just want to renew my pass... I need help or else I will lose my discount for renewing prior to the expiration dateDesired Settlement: I just want to finish what I started on 9/27/15, which was renew my pass prior to the expiration date

Business

Response:

October 16, 2015

Review: I have premium pass due to expire October 31, 2015. On October 6, 2015 I called guest information sales at [redacted], I spoke with [redacted] at 4:15pm and was told if I came down to the ticket booth before October 14th, my renewal price of $719 would be honored and I could choose between the signature or the signature plus passport at no additional fee. My husband then called at and spoke with [redacted] who also gave him the exact same information. When I spoke with [redacted] at gate #7 she knew nothing about it. I stood at the ticket booth on and off hold with [redacted] the supervisor. [redacted] was the ticket booth supervisor at the Disneyland Park. [redacted] explained to me, yes I was given that incorrect information, and confirmed it was with both [redacted] and [redacted]. He said it was their error and was very sorry, but there was nothing he could do. He told me it would be a great coaching exercise for his team, an area they could work on...

I had loaded up my family and we drove the 48 miles each way to solidify my renewal, I ended up standing in front of that ticket booth for over an hour. I asked them to call or text my husband from the ticket booth and was told they would be unable to do that... My husband had to take my two young boys inside California Adventure to eat, I couldn't hang up with the phone sales and couldn’t even find my family. [redacted] said the only thing he could do was $100 in food vouchers, I told him that still did not fix the issue and I would not accept that as a substitute for two cast members promising something, recognized as being said, then not honored.Desired Settlement: I would like a genuine apology and for Disney to stand by the promise I was made, twice on the phone, and renew my annual pass at the agreed upon rate of $719.

Business

Response:

October 27, 2015

Review: Basically the summary of this long story is that we experienced a few issues at Disneyland of which the largest was at the World of Color, especially the restaurant. We had received horrible service, they did not indicate that the tip was automatic (which explains the horrible service), the food was in the style of Chilis not of a restaurant that was $40 a plate. The biggest incentive was that we would receive VIP seating for the show in which later we found out that staff members were letting "blue ticket" holders in. The hostess was very rude. I have a long email to Disney explaining the whole thing in great detail in which we received a response and we had asked for $100 gift card as compensation for the nasty meal and crappy seating and the other issues and they agreed on November 14 to send it out and told us that it would be 10 to 12 days. They have failed to respond to further emails inquiring about the status of the gift card. I emailed her on November 27 expressing my concern of false promises and indicating that it had been 14 days at that point. I want them to be held accountable for their actions and stop making promises to people they have no intention of keeping.Desired Settlement: I want the $100 gift card that was promised to me by email on November 14. The email said the appropriate department had processed the information and we should receive it soon. Allow 10 to 12 days. I hate liars.

Business

Response:

December 17, 2013

In March of this year (2015) I book a trip to Disneyland for my grandsons 7th birthday from 5 October through 9 October using the Disney reservation system. I wanted to make this trip extra special so I asked for a 3 bedroom suite which Disneyland led me to believe that it was going to be a Hotel industry (e.g Embassy suites) 3 bedroom suite. The reservation confirmation e-mail I received from Disneyland states, and I quote, "3 BEDROOM SUITE" imagine my surprise when we checked in at the Grand California Hotel and saw that they gave us 3 rooms not a 3 bedroom suite. When I told the customer service agent at the desk I was supposed to have a 3 bedroom suite they told me I had to open the security doors between the rooms. That is not a Hotel industry 3 bedroom suite. I couldn’t do much about it because I flew in that morning with my family plus the vacation was paid for in full. What Disneyland did was a bait and switch tactic and deceived me into thinking I had a Hotel industry 3 bedroom. Not getting what I paid for and what I thought I was getting set was very deceitful by Disneyland. I was very disappointed that Disneyland would do something like that. I use to think that Disney was a standup company and would own up to their mistake, not anymore.

If no 3 bedroom suites were available, Disneyland reservations should have told me that and then continued with, however, we can put you in three rooms next to each other. Disneyland reservations also told me I could not use my military discount because I was booking a 3 bedroom suite.

I’m not asking that Disneyland refund the whole price of the vacation. I’m just asking that Disney make right what they did.

Review: On May 21st and 22nd 2015, a group I was responsible for went to Disneyland. Two day hopper passes were purchased for each member in the group. On the 18th prior to leaving I called Disney and inquired about the 22nd , the opening day of their 60th Anniversary. I was told that as long as we arrived early prior to the park filling up we would have no problems. We arrived at 6:30 and was aloud entry into the park. At around noon a group of us hopped over to California Adventure when we went to return to Disneyland it was mass chaos. Disney staff members were trying to figure out who had already entered the park from those that had not. Eventually, after standing in line for about a half hour we were aloud to enter the park. At around 2:00 pm we returned to California Adventure to complete a couple of fast passes we had received on our earlier visit. When we went to return to Disneyland we were informed Disneyland was closed by the fire marshall. While in line we were told by Disney employees that we should have known better that they get shut down on all big dates like this. I was appalled that they continually over sell and do not see a problem with it. I complained to [redacted] at guest services. He offered me a 1 day pass and told me to collect the students passes and contact Disney afterwards. He stated that he had all of my information that I filled out that would stay attached to my complaint. When I called today [redacted] told me there was no complaint in my name. She lead me through a series of barriers she tried to place in front of me. She wanted the contract from the company we booked with, etc. Which I was willing to comply with. Finally, she stated the exact opposite that [redacted] stated and that the students would have to contact Disney individually. I would like to have a straight answer before continuing. Bottom line to me is that hopper passes were purchased and Disney failed to honor their obligation by over selling that day.Desired Settlement: I would like Disney to offer one day hopper passes to all trip members. I would also like to see that Disney fix this problem on these busy days. Disney electronically scans all tickets and should be able to create a plan that ensures that their guest are receiving the services they paid for and ensures safety for all their guests. At the end of the day Disney is the only one that benefits from over selling.

Consumer

Response:

The tickets were paid by Student Adventure Travel, the company that organized the trip. We paid them who paid Disney.

Business

Response:

June 6, 2015

Review: First and foremost I would like to say I have loved DisneDisneyland since I was a child. But I was extremely disappointed on November 29th 2014. My husband and I save for 1 entire year to be able to bring our 1 year old to disneyland we made a commitment to do whatever it takes to take him to the magical place on earth. We chose the weekend after thanksgiving as our date. Because we absolutely love the fireworks show with the snow fall. We prepared this year and made sure we had good seats. We saved our spot on main street at 8pm. And waited one hour and a half for this magical show. It wasn't until 915 that we received a message stating that due to weather conditions the show may not take place. Why couldn't they warn us in advance we waited for two hours. I felt as though this could have been handled differently so you don't waste 2 hours of people's time. This just ruined my day. My son was in tears when I told him there would be no fireworks this year. It's a magical show thatwe love and one of the main reasons we come and save our hard earned money for an entire year. I also eexperienced a few other issues with customer service it started as I was walking in the part and purchased starbucks it was a busy morning a lot of people picking up their morning coffee. And I was extremely surprised that the teenagers working behind the counter making the coffee not the ones at the register had time to socialize and catch up with a visitor friend that stopped by to say hello to them. I was standing there waiting for my coffee as my son was anxious to get into the park. One girl literallystood there for about 5 minutes just talking nto working even though there was a line of people waiting on drinks. This isn't something I've experienced before and was surprised at the lack of customer service I received from these young teenagers. I think disneyland should reconsider hiring too many teenagers in one place.Desired Settlement: I would truly appreciate the opportunity to visit your park again in hopes of having a better experience. My experience was disappointing even when I attempted to buy my funnel cake and waited in a line for 30 minutes that didn't move. I ended up just walking away because the water show had started. This disneyland trip can only take place once a year due to financial restrictions so it is very important for us. I thank you for taking your time to read my complaint.

Business

Response:

December 14, 2014

Review: I went to Disneyland on July 3rd, 2014 with two others from Orlando, Florida. We had Three-Day tickets to Disney, and what I thought was going to be an amazing trip, turned into a dreadful experience. My friends and I flew across the US just to experience Disneyland. On the first day, and the only day, we decided to eat at the Big Thunder Ranch Barbecue (around 7:00PM). I ordered the Barbecue Chicken and Ribs. As soon as it came to my table, I noticed the chicken was noticeably under cooked. I let my server know immediately, and he assured me it met the standards of the restaurant. I ate it, with hesitation; however, after about two hours I started to feel faint and disoriented. I had to sit down for a little bit, hoping that would do the trick, but sadly, it only made things worse. I started to throw up and could not stop shaking. Upon exiting, we visited Guest Relations. The male at Guest Relations was extremely sympathetic and understanding my need to leave immediately as I was showing obvious signs of food poisoning. The male at Guest Relations held on to our three (3) Three-Day tickets and stated we would be able to come back on our next trip to utilize the two (2) days, as clearly I needed to seek medical attention. The man at Guest Relations did not give me any sort of documentation and, he might have been new, but did not look like he knew what he was doing. In retrospect, I show have asked for some sort of documentation, but I was really looking to leave so I could lay down. After that first day, I was on bed rest and was unable to utilize the tickets. After that, I had to fly home, ticketless, and my experience of Disneyland was ruined. I am not asking for a refund. I am not asking for medical reimbursement, as I understand that things happen. I am asking to utilize the remaining two days I have left on my three (3) tickets. Since Guest Relations retained my tickets, and paid in cash, I am at a loss of what to do.Desired Settlement: I am planning on coming back to California from Aug 31st to September 4th (lets hope I have a better experience...and no, I won't eat the chicken again). I completely understand I thoroughly enjoyed my first day (with the exception of 7:00PM onward). I am requesting three Two-Day tickets to return. I did not have the Park Hopper option. I am not asking for anything other than what I initially paid for at the front of the park.

Business

Response:

August 1, 2014

[redacted] Circle

[redacted] FL [redacted]

Dear Mr. [redacted]:

Thank you for your comments to the Revdex.com regarding the Disneyland® Resort.

The information you provided has resulted in these comments being directed to the Resort's Guest Claims department. They will be handling the matter, and will release any information to you directly, bypassing this avenue.

If you wish to contact our Guest Claims department directly, you are welcome to call (714) 781-1220 or you may mail any correspondence to:

Disneyland Resort

Guest Claims

P.O. Box 3232

Anaheim, CA 92803

Again, thank for you for your comments.

Sincerely,

Disneyland® Resort

Guest Experience Services

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I just got off the phone with [redacted], from the "Guest Claims" Department. And boy, I am not impressed with the level of service I received. First, I believe on Friday I spoke with a [redacted] and she stated it normally takes three (3) to five (5) business days to respond, but assured me I would receive a response on Monday. Which I was confused, because why send me a response stating I may contact you when it was a waste of my time, when you were not ready. Now it's Tuesday, and still nothing. I have contacted them again (714-781-1220) and spoke with [redacted] who was filled with "ums" and "i don't knows." She must have been new. I thought that Disney would be a beacon of excellent customer service, but I guess I was wrong. [redacted] told me that the Case still has not been "assigned" by an unnamed "administrator." So why did [redacted] state I would get called on Monday? Clearly this is not acceptable. My perception, and the perception to which I see this Customer Service department is abysmal. She then stated she sent formal letters to the address on file that request to know specific information on the food that I ate, and where it ate. So, again, CLEARLY she did not EVEN READ the case. In the Case I sent exactly what I ate, what time, and the effect it caused on me. So, I must have been a waste of time for her. She not once apologized for the situation or showed any sign of sympathy to me.

Review: On January 2, 2015, my daughter and I visited extremely crowded Disneyland and stood in a long line to renew our annual passes. We finally made it to the ticket window and renewed our passes, and the Disneyland staff asked if we paid for parking. I said yes and handed him the parking stub. He then asked me to sign and date the parking ticket so that he could refund my parking fees; however, he did not give me the refund. He proceeded to do a lot of talking and then handed me an envelope, which I later learned contained a copy of the annual passport contract and information about annual passes. All of the talking he did distracted us from the fact that he did not give me a refund. I realized that he did not refund my money when we were in the long line to enter California Adventure. I told my daughter that I didn't get the refund of the parking fees and said oh it's too crowded to get back in line and I assumed that since he had my credit card infomation, he could issue me a credit. After a month, I reviewed my credit card statement and there was no refund. I called the 800 number to find out what happened and if Disneyland would provide the refund. I was transferred three times and spoke to someone who at first told me that it can take 2-3 months for the refund to be issued. I asked if he could look up my account. He reluctantly looked up my account and found that my account was annotated "cash handed to guest." I informed him that no cash was refunded to me. He then kept putting me on hold, saying that he had to speak to a supervisor. The call took nearly an hour, only to be told that since my pass doesn't have parking, the passholder with the premium parking pass has to call, even though I am the one that paid for it and my credit pays for both passes!!! I have no reason to make this up. I would hate to think that Disneyland has a flaw in their internal controls that allows employees to steal from guests.Desired Settlement: I am requesting a refund of the $17.00 parking fee. Staff should only ask guests to sign the parking stub after they "receive" their refund and not before. If that is already Disneyland's policy, staff didn't follow it. There should also be an easier way to contact Disneyland to resolve issues. I don't understand why it took speaking to 4 people for someone to look at my account. This was very disappointing. I also feel cheated and will not be so trusting next time.

Business

Response:

March 11, 2015

Review: To whom it may concern,

I had purchased (1) Disneyland Half Marathon ticket with eager hopes to race. I was training daily up until an unfortunate knee injury that initially occurred in April 2014 while training, followed by subsequent rehab in order to heal in time for the Disney Half Marathon. Unfortunately, I am still unable to run and perform at the normal standard, and unable to compete in the August 31st event.

I've researched ways to postpone or defer the Half Marathon to a later date, in which Disneyland does in fact have a deferral process.

Unfortunately, they decided to not adhere to their own deferment policy that I have attempted to complete on August 6th, 2014.

Not only do I have documented proof of doctor visits, rehab, X-rays, and an MRI from UCSD Medical Center in San Diego, I have screenshots of Disney's very own policy.

Their policy is clear, in that "Deferral requests will be assessed a $70.00 deferral fee if completed between the dates of July 18, 2014 - August 14, 2014."

Also, I have screenshots of their website that clearly state the right to defer her race to the 2015 Disneyland Half Marathon stating quote:

*Deferral Examples:

Acceptable Deferrals -

2014 Disneyland® Half Marathon to 2015 Disneyland® Half Marathon

2014 Disneyland® 10K to 2015 Disneyland® 10K

2014 Dumbo Double Dare to 2015 Dumbo Double Dare

**SOURCE: https://www.disneynow.com/profile/form/index.cfm.

Any diversion from said advertisement is false and void.

Upon calling the Marathon staff, I was told that "I was not allowed to defer for $70 to the 2015 Disney Half Marathon next year".

Asking the rude Disney employee if I had just wasted spending $208.18 on the registration ticket, they replied "yes", despite my willingness to produce proof of an injury.Desired Settlement: First and foremost,

The level of Disney's misconduct, unprofessionalism, and violation of their own policy is sickening. It contrasts what the image of Disney is all about. My boyfriend, currently serving in the United States Marine Corps, and I used to see Disney as a great escape versus a money-hungry organization that seems to have placed my bona-fide injury at the bottom of their list.

Because of the time, hassle, and punitive damages this has caused, we are pressed to push this issue farther if necessary, to Disney Management, Social Media, as well as cancel our upcoming 4-day Disneyland Trip from August 29th to September 1st.

We do not get much time off as it is, him being on Active Duty. Why should I be punished by Disneyland for sustaining a serious knee injury?

Desired Outcome:

-- A full refund of [$208.18] for the cost of (1) paid Disneyland Half Marathon Ticket.on January 28, 2014.

or

-- (1) 2015 Disneyland Half Marathon ticket credit in my name.

Business

Response:

August 18, 2014

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 sincerely apologize for the concerns you experienced in attempting to contact Run Disney regarding your recent medical concern. We have forwarded your information to our Run Disney leaders regarding your entry into Run Disney- Disneyland Half Marathon and they are happy to assist you with your concern. Please contact them directly at ###-###-#### or by emailing [email protected].

The Disneyland® Resort has always considered Guest courtesy to be one of the most important elements of our operation. 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. Should you have any further questions or concerns, you are welcome to contact our department at ###-###-####.

Once again, thank you for contacting us.

Sincerely,

Disneyland® Resort

Guest Experience Services

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. WDW Run Disney Sales had contacted me in regards to refunding my payment for the amount of [$208.18] for the Disneyland Half Marathon occurring on Aug. 31, 2014.

In the email sent by WDW Run Disney Sales, I was provided an attachment that included a credit card authorization form. That form was filled out and Mailed to: [Disney Sports Attractions, ATTN: WDW Sports Registration , PO Box 470847, Celebration, FL 34747] on 18 August 2014, and also submitted via email on 21 August 2014. Please refer to the attachment that contains information that I had emailed and sent via USPS to WDW Run Disney.

Below is a copy of an email that was sent from WDW Run Disney in regards to my dispute:

WDW RunDisney Sales

To Me

Review: I have a premium annual pass and I was NOT told that I couldn't cancel from the beginning, not even even on the website does it show any information about cancellation!! I have called and was told that I would have to pay the remainder on the pass which was + $[redacted]. Why cancel and pay for a pass I am not using nor will I use anymore? Thats the same as making a payment even though I do not go to the parks! I called and was told that If I skip a payment on my pass I will not be allowed entry into the park but my account will also be sent to collection which is out of the question! for a service and entrance that is is not used!Desired Settlement: Cancel my pass and stop charging my credit card

Business

Response:

December 16, 2014

Review: We purchased 3 day park hoppers and had a less than pleasant experience when visiting the park. The very first day that we entered the park we waited approximately 45 minutes to ride splash mountain. Unfortunately the ride broke down leaving us stranded on the boats for 25 minutes before we were escorted off. Then we fast passed Space Mountain, only for it to be shut down at the time our fast passes were for, and they would not honor them for another time. Finally the last straw was when we waited in line for Radiator Racers. When we entered the line it stated it would be 60 minutes. We waited 1 hour and 30 minutes before they got on the speaker and said the ride was shut down.... We waited over 2 hours and had a small child who needed to use the restroom and could not hold it any more, and by then the park was closing and we still had to make it back to Disneyland to get our stuff out of our lockers so we left the line. On my way out I decided to stop by customer relations and explain our miserable experience seeing if there was something they could do. The first girl said no they would not help us as we still had one day left of our pass so we could come back another day and wait in line again. I felt this was unacceptable so I asked to speak to a manager. The supervisor [redacted] came out and she was a nightmare to deal with. She kept saying there is nothing she can do and oh well to come back and try again tomorrow. My sister who is an annual pass holder knew that there was fast passes they could give in these situation. [redacted] argued with us for 30 minutes refusing to go ask her supervisor. This is not what I expected after paying such an outrageous amount of money. She was terrible to deal with and simply did not care to try to make us happy..... she kept saying she "could go try to see if she can get an approved fast pass" but then would refuse to go ask. I am very disappointed I do not feel like this was the most magical place on earth.Desired Settlement: I would like to be compensated in some way as I drove 10 hours and paid a lot of money to be inconvenienced. I have been a long time disney fanatic and wanted to share the experience with my two children, but they as well were left highly disappointed and this was my sons birthday.

Business

Response:

[redacted]:

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

We apologize for your disappointment with the temporary closure of some of our attractions. For the safety and well-being of our Guests, all major attractions in the Park are refurbished on a yearly basis. However, even with our extensive refurbishment and maintenance schedules, some operational delays may arise, as unfortunately, there are numerous factors that can sometimes cause an attraction to automatically shut down. We try to minimize Guest inconvenience by returning the attraction back to operational status as quickly as possible. Please accept our apologies for any inconvenience that you experienced.

To help alleviate your disappointment, we would be happy to offer your family tickets for another visit. Please send your actual paid tickets from your visit, along with your name and mailing address, 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]

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

Again, thank you for contacting us. Comments such as yours are welcomed in that they assist us in evaluating our operation and our success in generating happiness for our Guests. 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: I intended on buying an annual pass, the cheapest and most restrictive option. Guest service agent advised me that there were no more applications for annual passes at that time. She recommended that I just buy a multi-day pass and upgrade it on one of the days I visited the park. I tried each day to upgrade my pass to an annual pass but the applications were not available because the park had run out. I emailed to complain immediately following my visit and never received a response. I have since returned to the park in an effort to get this issue resolved. I have been advised by managers that one can only upgrade a ticket to an annual pass during the validity of the ticket. I understand the rule. But, I do not think that it should be enforced in a situation where a guest is unable to initially buy an annual pass or ultimately upgrade to an annual pass due to no fault of their own. I advised each manager who names I cannot recall that there were no applications available during my visit. They were not understanding at all. It is not like I wanted anything for free. I just wanted to pay the additional money which is a very small amount to upgrade my ticket to an annual pass. The week I visited was very busy which I did not expect. I asked about the huge crowd during what I thought was off season and was advised it was the last weekend for annual pass holders to visit before blackout days preclude additional visits that year. I presume annual pass holders waiting until the last minute to renew their passes were the reason no applications were available during my visit. Regardless of the reason it is a fact that Disney was ill prepared. Not only were annual pass applications out of stock but also I did not receive a birthday button because those were out of stock as well. I love Disney and visiting the parks makes me really happy. But, I am left unhappy that I am made to suffer as a result of Disney being ill prepared for the crowds it attracts.Desired Settlement: I would like to be permitted to pay the additional amount to upgrade my multi-day pass to an annual pass and visit Disney.

Business

Response:

December 8, 2015

Review: First of all, the prices were all raised without any warning, not good when trying to budget for this.

Second, I stood in line for over an hour to buy a drink which didn't end up being very good...

Next, my favorite rides were all closed.

Then I hurt my head on a poorly placed coat hanger in the rest room.

I stood in line an hour and a half and sat down on the ride and they immediately said that it malfunctioned and made me get off without riding.

I asked a customer service rep to have a manager call me about this and then we left early. I never received a follow up call so I am making this complaint on here now instead...

What a totally wasted day.Desired Settlement: Move the coat hanger, shorten the lines, fix the broken rides, credit for two adult and one child admission please. Thank you.

Business

Response:

January 13, 2015

Review: My sister, [redacted], got her annual pass ([redacted]) in March 2014 (for my nephews birthday). We were advised that the pass expires on March 21, 2015, but that we had 30 days to renew it after that date. I was unable to do it online (got an error message), so on her birthday, April 16, 2015, we visited the resort to celebrate. We were advised the pass was expired and we had to start over. This is unfair and unethical to be getting misinformation from one company, even if it were different associates. Now we cannot be afforded the same luxury of making monthly payments for 12 months; instead, we now have to pay an excessive price aka a down payment.Desired Settlement: For starters, an apology is appropriate given that we were embarassed the day we tried going on my sister's birthday. We would like the opportunity to get the same luxury as if we were renewing the pass by not having to give a downpayment but rather make monthly payments. Lastly, make the pass effective for a year from the date that we are afforded the desired outcome.

Consumer

Response:

When the pass was originally purchased my sister used her debit card for the transaction. Once it expired we decided that we would use my account (debit card) for all future payments and she was brought under my contract.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I received an email from Disney informing me my pass payment did not get accepted and that I had an outstanding payment. I called customer service to see why my payment was not accepted. After speaking with a representative I was informed that the expiration date for the debit card on file for my nephews pass was invalid. At that point I advised the rep that I've used the same debit card for the past several months and that previous payments had been taken out. After being on the phone for about 40 minutes we updated the card information on file. At that point I asked the rep if he was sure that both mine and my nephews pass was valid and that we would be able to enter the park. He reassured me several times that it would work and that I would not have any issues. Later in the evening my nephew and I had gone to Disney only to find out that our passes were not valid. At that point I informed the gate attendant that the rep assisting me from customer service stated I wouldn't have any issues. He than stated that the pass was not valid. At that point we were standing there with and due to poor training the attendant did not provide any guidance on what to do till I asked "so what do I do now". He than informed me that he would need to call his manager. As we are standing at the gate we were asked step aside to allow other guests to enter the park. As we're standing there my little 4 year old nephew started crying since he was under the impression he was not allowed to enter the park that evening especially after being asked to "step aside" After standing at the gate for about another 15-20 minutes the manager returned and assisted another customer before actually assisting me. Once in the park the manager did not update on what had occurred and why the passes were not valid and instead gave me a piece of paper and said to "use this when entering the parks". A night that was supposed to be fun and exciting had now been ruined by Disney.

A written apology addressed to my nephew ([redacted]) from Mickey and compensation for the time we wasted dealing with your associates' incompetence. Regards,

Business

Response:

November 23, 2015

Review: On Sept 10, 2015 my husband and I went to Disneyland to celebrate my sons 2nd birthday. Around 12:30pm we parked our son's stroller (BugaBoo Cameleon 3 All Black Special) and got on a ride (Pirates of the Caribbean). As soon as we got off the ride my husband went to get our stroller while I got in line to get my son's portrait drawn. My husband came back and said the stroller is not there. I ran to the location where we left the stroller and it was not there. This happened in a matter of 15 minutes. I asked the employee in front of the ride to called security and he did. The security took us to the lost and found and filed a claim. I asked if he could please check cameras because this was a very expensive stroller. He said all they could do is file a police claim and I did. I honestly don't feel like Disneyland cared about me losing my son's stroller. The employee just said this happens to the higher end strollers. This was very very upsetting to me. My family and I took time off work to celebrate this very special day for my son and they really didn't do anything, I know they have pulled camera footage for other guest (my friend was one of them) why didn't they provide me the same service? I was crying the whole time and not one employee went above and beyond to try to make the rest of my trip special. We left the park because this just ruined everything. I called Friday Sept 11th to asked if maybe the stroller was found and they said no. I asked why couldn't they pulled camera footage and they transferred me to the guest relations and I filed another claim. I was told it would take 3 business days and I have not yet received a call back. I wished Disneyland knew how this has effected me. This is not just because they stole me stroller but more because it ruined our son's birthday and Disneyland just does't seem to care to give me a call back.Desired Settlement: I am asking for Disneyland to replace the exact stroller I entered the park with. The reason I think is fair for Disneyland to replace my stroller is because they could of done more then just file a claim to try to locate my sons stroller. Not to mention we will never get the opportunity to celebrate our son's 2nd birthday again. I would hate that the only memory I have of my only child's 2nd birthday is someone stole his stroller and Disneyland DID NOTHING.

Business

Response:

September 26, 2015

Review: Poor customer service doesn't seem to describe our issue. Verbal abuse would more accurately describe what happened. My daughter, son, and I had just got off Space Mtn. and my son reached back to get his hat. The operator screamed at the top of his lungs "get behind the yellow line" with such anger and hostility. At first I had no idea he was yelling at my son, I could not see that we were doing anything wrong. We literally just got out of the ride, had not left the area. The new passengers were loading in still and handing him his hat. My son did not even process initially that he was the one being screamed at. The intensity of his screaming was alarming. It was mean and hostile and happened so fast. The other attendant as we're walking away in a daze says " if you don't hurry, you'll make the ride break down again" in an attempt to smooth things over as we're walking away in disbelief and my 18 year old son very upset and almost in tears. He didn't say anything to operator. My 24 year old daughter broke down and started to cry. We decided to visit City Hall. This treatment should not happen to anyone but what made the sting worse was that my son has developmental and mental disabilities and has been living in a residential school since Jan. We were visiting to celebrate his 18th birthday as well as graduation. He did nothing wrong and did not deserve to be screamed at. I doubt he would have screamed at an old person or a small child like that. It broke my heart that this was the last day of our time together for quite awhile and this happened. We ended our time at the park feeling wounded and in disbelief. At City Hall we explained what happened and though they were understanding and took all the info and it sounded like the guy was probably dealt with we received only a fastpass for a ride we already had a fastpass for that we missed because we were at City Hall.Desired Settlement: I hope that employee was dealt with swiftly and that other employees are instructed to never treat guests like that. They should know that not all disabilities are obvious. Even without disabilities someone should not have been treated like that, it was awful. Due to his disabilities, it just hurt a lot more for my son to be treated like that. In addition to reprimand/termination of employee I would like an apology and 1 day refund of our 3 day park hoppers. There were 4 of us. We were not given any further complaint option at City Hall.

Business

Response:

July 9, 2015