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Disney Customer Service

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Does anyone have any issues with Disney's resort reservation / service?

First of all, I had to call in to Disney's resort reservation phone number for a reservation that was booked through an on-line hotel booking web site. First thing that strikes me was that the Disney number is not a toll free number so I am calling on my own dime. I have not seen any hotel reservation system (phone lines) that is not toll free, even for second rated cheapo motel chains. It came across as "cheap". Here is a question: Does Disney has a toll free custoemr service or reservation phone number? All I can find is 4079396244.

I was put through their automatic voice system and navigate to get to the "right" area. After that, I was put on hold for more than 12 minutes before a live agent came on. She was polite enough but not too helpful as she cannot help me with any of my request at all. She can't even direct me to anyone within the Disney's system to help me but politely told me to call my travel agent, and "have a magical day".

The issue was that we booked a reservation for their new resort and we wanted to add a "meal plan" and "park hopper tickets". (I didn't, my son sugegsted it so I'll ahve a go at it.)

Here is the tricky part, Disney cannot add their own "dining plan" and their "Park Pass" to your reservation made through a travel agent, even they have verified that it is you, and you want to pay them up front.

Appranetly, you have do it all through your travel agent. So, if you book your hotel on an on-line booking web site (Disney's would classified them as a travel agent, which is correct), you are out of luck as there is no option to add those "features" when you book your room on-line, unlike a traditional travel agent.

I called the customer service number for the on-line site through their toll free number, they were apologetic that they only book hotels but not "packages" and suggested that I call Disney direct and add those to the reservation, which was what I tried to do to begin with.

As it stands right now, we are going to skip the meal plan, eat outside their system, meaning we are spending less money at Disney. We will buy the park pass when we get there (or through teh local AAA) and that's about it. It is frustrating that it is such a simple request (in my mind at least) and yet they made it so complicated and they can't do it. I was on the phone with them for about 15 minutes, in addition to thr 12+ minutes of hold time. Putting customer on hold for 12 minutes is not good customer service, and not a toll free number to boot.

The only surprise is that I have yet heard people complaint that Disney doesn't have a toll free number and put up with it. Any normal hotel chain (or any other business for that matter) will not survive without a toll free line. It is part of the cost of doing business. But yet no one seems to care since it is Disney and everyone put up with it.

The telephone wait time (on hold) is terrible, and their policy is so restrictive that they won't let you spend more money with them. I guess they have the market conrned and didn't care.

Am I in the minority here that I feel their service is less than stellar?

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