Business Profile

Amusement Parks

Disneyland

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Complaints

This profile includes complaints for Disneyland's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

264 total complaints in the last 3 years.
79 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/26/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I got my Disneyland Magic Keys last year at the same time, I went to renew them and one of them was not displaying. I spoke with someone today who rather than trying to help me, just brushed me off. I can see why so many people sue *********************** The Cast Members could care less. I tried renewing my Magic Key, the system had issues and was glitchy, of course Disney will not take ownership for something not working properly, I am now only able to renew one of them. Even though its not even 24 hours she told me there is absolutely NOTHING that can be done NO help NO empathy NO solution. Then asks me to take a survey at the end of the call but then hangs up the call so I could not take the survey. Again more games and lies with Disney and the Cast Members. I am so extremely disappointed. I have spent a TON of money with Disney and I know you all track this, I have never not had a pass. I guess there is no point in renewing the additional passes I have if I can't get one renewed. Disney is willing to lose even more money and get more bad publicity as I will take to social media like everyone else. Its just not very magical. Extremely disappointing. Cast Members nor Disney care about the very people that make it possible for them to even make magic.
Business Response
Date: 08/26/2022
I sincerely apologize for your experience. Please be aware, you have reached the Guest ************************* which handles post visit concerns. In order to be assisted further please reach out to our Magic ********** Services **************. This is the appropriate team to handle your concern.

Best Regards,

*****************
Guest Correspondence
Disneyland Resort
Initial Complaint
Date:08/25/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Renewed my family Disneyland magic key passes on 8/18/2022. Renewals were by queue only (waited 6 hours) during which time, I renewed all of our passes to the Believe Magic Key.Upon opening my email 2 hours later, I discovered that my daughters pass was wrong, called the Magic Key hotline and they are unable to assist me.Made 3 attempts at resolution with supervisors and guest services with no resolution.My wife, son and I have a Believe pass that doesnt have many black out dates, and my daughter is stuck with the Imagine Key pass that is blocked out most of the year. At this point, we will not use the passes unless we can all go due to medical issues involving both my children including life threatning.I have explained this multiple times to supervisors and I just keep getting told they cannot do anything about it. I am literally willing to pay for the upgraded pass for her up front and they continue to say NO.I am at a loss because this was clearly a mistake, either by me or by their systems. I called nor more than a few hours after purchase and they cant help?!? I would prefer to have them upgrade my daughter pass to the Beleive key like the rest of us, if not they can downgrade the rest of the passes to Imagine so we are all on the same pass. If they are not willing to do either one, then I want them to cancel the contract that will not start until 8/29/2022.
Business Response
Date: 08/26/2022
I sincerely apologize for your experience. Please be aware, you have reached the Guest ************************* which handles post visit concerns. In order to be assisted further, please reach out to our Magic ********** Services **************. This is the appropriate department to handle your concern.
Best Regards,

*****************
Guest Correspondence
Disneyland Resort

Customer Answer
Date: 08/29/2022
please review my attachments. I have made 3 attempts to work with the ******************** and they have been unwilling to resolve my problem. Even when transferred to a supervisor, they have been unwilling or able to fix my problem. This needs further escalating to management.
Business Response
Date: 08/29/2022
As previously shared you have reached the Guest ************************* which handles post visit concerns. In order to be assisted further, please reach out to our Magic ******************* ************** as they are the appropriate department to handle your concern.

Best Regards,

*****************
Guest Correspondence
Disneyland Resort
Business Response
Date: 03/27/2024
'Our Magic Key partneres cancelled the Guest contract but BBB considers case unresolved
Business Response
Date: 04/08/2024
The Disneyland Resort’s records indicate that another team within the resort has assisted this Guest, and the complaint has been resolved.
Initial Complaint
Date:08/20/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am trying to renew my Magic Key Annual Pass, I transferred $1,000 to a Disney Gift Card which the gift card site and the renewal form say they take as a form of payment, but when I try to use the gift card there is no where to enter the information. I have called and spoke to customer service and they told be they couldnt help me, the only option was to go in person to a ticket booth at the park, which is not feasible because I live 6 hours away. I have asked for a gift card refund so I could use another form of payment and was directed again to the customer service number that said they couldnt help. I believe Disneyland needs to honor the gift card they advertise and sell.
Business Response
Date: 08/22/2022
I called the Guest and was able to address her concern.

Best Regards,

*******************************
Guest Correspondence
Disneyland Resort
Initial Complaint
Date:08/18/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is regarding our visit from 8/14-8/18. My family and I had been looking forward to visiting Disneyland/California adventure. We spent 4 days there, and each night we were shown the lack of care of their parks. The amount of cockroaches I seen and photographed in their parks and in their shuttle spaces was disgusting. My husband and daughter were awaiting in line to board the ************************************, when a fellow guest started screaming and chaos ensued. There was a mouse on my husbands shoe that scurried off as everyone shuffled around. In our years of visiting the parks we have never encountered any pest or rodents. I have looked into notifying the health department and seen that they recently had a visit with violations regarding pests and rodents. The amount of money that is spent on just the rest entrance alone is over $1000 for a family of 4. This doesnt include the foods, snacks, drinks, genie + /lightening pass. I expect, as I know others do, to have a magical experience. Not A visit that has you leaving paranoid and on the look out for any hitch hikers. Im sure **** Disney himself would be disappointed in knowing his vision has become a money hungry pest/rodent Infested place. I have also been unable to reach anyone via chat on their website, and by phone.Do better.
Business Response
Date: 08/19/2022
Called guest and left a detailed voicemail sharing that concerns have been documented and are appreciated. Let guest know I would be corresponding via Guest Correspondence email as well.
Sincerely,

*****************
Guest Correspondence
Disneyland Resort
Initial Complaint
Date:08/16/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I just had the worst experience ever today! I have swollen feet from walking all day and was asked to move along. I explained that I needed to rest and felt I needed medical assistance. A cast member stated she was calling a nurse. Then another cast member came over (male) asked me how old I was. I said 40 and I'm having trouble walking. He left and came back asking me to move along. I then found a place I could sit and rest for about 40 minutes. I then walked out of the park very slowly in tears asking any cast member I was near for help and was ignored because they were to busy breaking down the parade. I hope you reach out so we can make this right as of now. I don't even want to come back tomorrow for my second day if Staff does not care about the guests.
Business Response
Date: 08/17/2022
I called the Guest to address his concerns.

Kindest Regards,

*******************************
Guest Correspondence

Disneyland Resort
Initial Complaint
Date:08/12/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a two day park ****** only made reservations for the first day thinking the pass was for two consecutive days. When I went on the second day they told my family we couldnt go in because there were no more reservations. I accepted that and went to guest services. The grumpy older lady at guest services said the best she could do was print us out 5 one day ****** tickets to use before December 2023 plus a $300+ gift card. We accepted. That was In November in 2021. Today I tried to link the tickets and I was told by guest services that the tickets were in valid and there was nothing they could do. I was absolutely shocked!! All I wanted was to make reservations for the second day like paid for! Disneyland owes me another day or my $1000 back! Shame on Disney for treating me and my family this way! Its not my fault the mean customer service lady tried her best to rectify the problem but really messed up the computer system making the tickets she gave me invalid! I almost think she did it on purpose because she was super unfriendly and just cold. I only want what I originally paid for or give me my money back!
Business Response
Date: 08/17/2022

I called the Guest left voicemail. I will sent out an email for further communication thought Guest Communications department.

Kindest Regards,

*******************************
Guest Correspondence
Disneyland Resort
Initial Complaint
Date:08/05/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Disney states that they have strict policies preventing unlawful resale or transfer of tickets. For the Halloween event at Disneyland called boogie bash, they stated that their tickets for the events from September through October were sold t within 2 days, each ticket selling for 120 dollars. But I brought their attention to stub hub which is a secondary market that was selling the tickets for between 400 to 600 dollars. They asked me to leave a voice message for their fraud department. The message prompt states that they would reply and respond in order of receipt of messages. I never got a call back despite leaving two more messages over the course of 4 weeks. They did remove the tickets from StubHub but I never got a call back or Resolution. They essentially allow tickets to be resold on secondary markets which effectively makes it difficult for me and my family to afford going to the Disneyland events.
Business Response
Date: 08/08/2022
Thank you for your comments to the Better Business Bureau, which has been routed to our office for reply, regarding the Disneyland Resort. Please be aware this office handles post visit concerns.

In order to be assisted further, please reach out to our Guest Information and Ticket Sales team at ************** between 7:00 am and 9:00 pm PST. They will be happy to assist you in regards to your concerns.

Kindest Regards,

*****************
Guest Correspondence
Disneyland Resort

Customer Answer
Date: 08/08/2022
This is not a proper response and I have given their guest services department many calls over the last month. They told me they would not do anything for me and that they cannot direct the fraud department to return my messages because they are a separate entity. Therefore, calling guest services again will not be helpful in resolving this issue. I hope BBB can help further please.
Business Response
Date: 08/09/2022
As previously shared, you have reached the office that handles post visit concerns.

In order to be assisted further, you are welcomed to call our Guest Information and Ticket Sales team at ************** between 7:00 am and 9:00 pm PST.

Kindest Regards,

*****************
Guest Correspondence
Disneyland Resort
Customer Answer
Date: 08/10/2022
they keep repeating themselves about calling this phone number for help but I am telling you that Ive called several times and they offer no resolution or information
Initial Complaint
Date:08/02/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 26, 2022 my mom took my son and I to Dland.I have a fibromyalgia which makes it very painful to stand and walk for long periods of time.I had spoken with Dland before coming about assistance and they said to got to guest services with a Drs note when I got there so my party and I could get ride priority.When we arrived my mom decided to ALSO get us passes for Ca Adventure.When purchasing those tickets we were told to go to the kiosk at Galaxy's Edge rather than waiting in the line at guest services.This is when I noticed the scooters and realized that I could really use one. They were sold out, we got on the waitlist. No one mentioned in my previous phone call about the scooters. When we got to the kiosk the girl was extremely rude. She said," have you had the conversation". I said I didn't understand what she meant but I was told to come here and I have a drs note" She said she didn't want the note and what was my problem. As far as I know she can not ask me that question. She was so snotty, I was humiliated. I'll also mention that it was very hot that day and there was plenty of room under the umbrella but she kinda blocked it rather than inviting me into the shade.Wouldnt have been in her space.Also a woman came by while this was happening and asked if they knew a place where she could breast feed in the shade and they said NO.I went after the woman and said I would ask a man on the bench across the kiosk if he would mind moving so she could breast feed.I asked him and kindly moved.Ive been in customer service my whole life and its not that hard to help some find some shade options.The young person behind the kiosk gave me a pass for a 1 ride wait, not two.She told me this is all we have for you.Her choice?I dont get it. Even with my walking stick the day was extremely painful and we had to wait over 2 hours for rides until after 9:30pm, not much shade anywhere to wait either, scooters sold out till after 8.Very expensive nightmare!Use to love this place
Business Response
Date: 08/05/2022
Called guest and left a detailed voicemail sharing that concerns have been documented and are appreciated. Let guest know I would be corresponding via Guest Correspondence email as well.
Kindest Regards,

*****************
Guest Correspondence
Disneyland Resort
Initial Complaint
Date:08/01/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to celebrate my nieces 21st bday yesterday 6/18/22 and I got my parking ticket validated first at ******************** for brunch then got it validated again at the World of Disney. When we left the Parking Attendant ****** was stating a 24$ Parking charge. I kindly explained that shouldn't be correct as we went and had brunch at the **************** and the waitress validated my ticket. I showed him proof of my receipt from the Restaurant. And rudely discredited my word and evidence stating I first scanned it at the World of Disney store, I said that's incorrect as I also had my receipt from World of Disney stating the time was after the Restaurant. I asked for a supervisor and he was also not willing to honor my first validation and would not look or accept my receipts as proof so they may honor my 5 hours for $10. They forced me to pay the 24$ and threatened to call security because I explained to both Parking Attendants, that when at times I forgotten to validate my parking ticket and I would show the Parking Attendant my receipt they would be kind and honor the $10 for 5 hours because I had proof of receipt of the Restaurant. Both ****** and ****** stated I was being rude, that only one validation accepted and I explained then why did the cast member at the store validated it when it was already validated then, should the cashier be aware and let me know?! They chose not to adjust and chose to be very difficult with me and I'm got on defense mode, knowing I literally have proof and they would not honor it. I've been to Disneyland and Downtown Disney 100s of times. I'm even going again next Saturday. This is the first time ever! I've encountered such pettiness where the cast members were rude and failed to help me to have a magical day. I would like to request a full refund to the credit card on file on my Disneyland account if possible please? And I would also like to file a complaint on both Parking Attendants ****** and *******. I have proof receipts.
Business Response
Date: 08/03/2022
I called and left a voicemail for Guest. I will send further communication thought Guest Correspondence.

Kindest Regards,

*******************************
Guest Correspondence
Disneyland Resort
Customer Answer
Date: 08/05/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I have spoken with a rep at Disneyland, they helped resolve my issue and provide refund. As well as placing a complaint on the two parking Attendants.

Regards,

*******************************
Initial Complaint
Date:08/01/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I visited Disneyland between July *****, 2022. This is one of the worst experiences of my life. The hotel room assigned to me was totally different than what was advertised and much smaller in size. This room was horrible, and the bed was a disaster. I called the hotel manager, and they didnt help me. I informed Disneyland customer support and informed them. I asked them to move to any other hotel. They didnt help me at all and canceled my hotel booking. This cost me an additional $1500 because of last minutes changes. Disneyland didnt take any responsibility for their mistake.
Business Response
Date: 08/05/2022
We sincerely apologize for your experience. However, we are pleased to see that our **** Disney Travel Company Cast Members were able to assist you during your visit with a refund. You are also welcomed to speak to them directly at ************.

Sincerely,
*****************
Guest Correspondence
Disneyland Resort
Customer Answer
Date: 08/05/2022
You did not issue me full refund. Because of you my expenditure increased because you canceled my hotel at last moment. I want full refund on my trip.

Business Response
Date: 08/08/2022
As previously shared, should you have any other concerns about your refund, please reach out to the **** Disney Travel Company at ************.
Kindest Regards,

*****************
Guest Correspondence
Disneyland Resort

Customer Answer
Date: 08/08/2022
Disney company is not helping. Here is my contact ************, please ask them to call me and resolve problem.

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Disneyland is NOT a BBB Accredited Business.