Just got back from a trip to Disneyland, my family had a great stay at the Disneyland Hotel. We had a concierge room overlooking the pool - just great.
The housekeeping staff and maids were excellent and friendly. The concierge lounge staff was so friendly and professional, and the lounge staff took extremely good care of us during our stay. The Disneyland and California Adventure cast members that we encountered were so friendly and professional.
Unfortunately, my family experienced a major disappointment during our trip. On November 9, 2005, I tried to obtain Fantasmic Balcony tickets for the evening of Friday, December 9, 2005, but I was informed by Guest Services that all balcony tickets were sold out. On November 10, 2005, I called again and obtained two (2) balcony tickets to the 10:30 pm Fantasmic show on Saturday, December 10, 2005. I was told to pick up my tickets at Guest Services on December 10, 2005. I was so excited that I obtained the tickets since they are extremely difficult to obtain. The Fantasmic show was going to be the major highlight of the trip. I picked up the tickets at Guest Services at 4 pm on December 10, 2005 and was told to arrive at the Disney Gallery at 9:45 pm.
Upon arriving at the Disney Gallery, the Disney cast members working the Fantasmic balcony, informed me that the 10:30 pm balcony show was cancelled because a private party was being held during the 10:30 pm Fantasmic show. I was told that the party was booked “months ago” and that a mistake was made in taking reservations for the 10:30 pm balcony show. I was informed that I would get a complete refund. Additionally, I was told that I could view the show on the ground level with riverside seats. I informed the Disney cast members working that I paid for balcony seats not riverside seats.
A third showing of Fantsamic was announced at about 9:50 pm; the Disney cast members told us that we could come back to the balcony for the 11:30 pm show and that we would be taken care of during the show. I told the Disney cast members working the balcony that we would be back for the 11:30 pm show on the balcony.
Upon leaving the gallery, I told 2 Fantasmic crew employees who were at the bottom of the Disney Gallery’s staircase that my family would be coming back for the 11:30 pm show. The Fantasmic crew members told me that I would be unable to enter the Disney Gallery since it was closing at 10:00 pm for a private party and that there was no 11:30 pm balcony seating and that no one would be permitted to enter the Gallery after 10 pm except that the 10:30 pm private party guests. At this point, I was so disgusted, upset and tired that I decided to go to City Hall and ask for a refund. I received a full refund. City Hall cast members told me “We are sorry” when I explained what happened. City Hall cast members seemed like they could care less about us or what had happened.
This level of customer service is appalling. I have never been treated so badly while on a vacation. I would like to know why I was not informed of the private party and the show’s cancellation sooner. According to Guest Services, Fantasmic balcony tickets are available only 30 days before each show but yet a private party could be booked months before. There seems to be different sets of rules for purchasing Fantasmic balcony tickets. Even if there was a mistake in taking reservations on November 10, Guest Services had my contact information yet no one informed me of the cancellation but my credit card was charged for the tickets the same day. If I was informed earlier, my family would have taken another tour offered by Guest Services.
I was informed 45 minutes before the show that our tickets were cancelled. My family had rearranged our touring schedule around the Fantasmic show. The Fantasmic balcony show was the highlight of our trip. My family had a limited time at the Disneyland Resort during this trip. If I was informed at 4 pm when I picked up the tickets, I would have tried to get to secure two seats for the 9 pm show. Unfortunately, my treatment shows that Disney guests are disposable and can be treated in any manner.
I do understand that Disney has the right to hold private parties, but to sell tickets to a show knowing that no tickets are available is fraudulent. To cancel a guest’s existing reservation at the last minute merely because a large group wants a private party is unacceptable. Our treatment regarding the Fantasmic tickets was unacceptable.
I have sent letters to Disneyland regarding this. But I wanted to let other people know what happened to us so it does not happen to anyone else.
HI. I just wanted to let everyone know that in response to my letters to Disneyland....I got a phone call today from Disneyland Guest Relations.
The cast member, Roxanne was so NICE and very apologetic....and admitted that many mistakes happened and that it was so unfortunate that this happened to my family. I was assured that there were and are ongoing discussions about what happened and Disneyland is committed to making sure that this does not happen again. Also, Disneyland assured me that on my family's next trip to Disneyland we would get complimentary Fantasmic balcony tickets for everyone in our party....also received some other nice complimentary items for our next trip. The cast member Roxanne was so great and an asset to Disneyland. I was assured that I would recieve a detailed letter in addition to the phone call. Disneyland truly values its guests! Just thought I would pass the great news on...I got a personalized and individualized response and not a stock generic answer. Very caring for a big organization such as Disneyland!
If you have a problem, I suggest writing to Disneyland and/or visitng Guest Relations. Disneyland responded to my letters. Disneyland received the my letters on Monday and I got a phone call on Tuesday and I will also get a follow-up letter.