Business Profile

Amusement Parks

Walt Disney World Company

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

241 total complaints in the last 3 years.
72 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:06/20/2025
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 Disney $500 gift card from **********. The gift card is cardboard and on the back is a gray area covering the numbers of the card. You are supposed to scratch off the gray area to reveal the numbers but rather it peels off and the numbers underneath with the gray strip. It's impossible to read or retrieve the numbers. The card is defective and I called the number to report this and the lady said I have to go to their website and fill out my info. You could only send a message because the document upload does not work. I tried every file type and it kept saying try back later. the message went through and I got an email response asking me to take pictures of both side of the card and a picture of my receipt. I did. They never responded to me and I have replied about 15 times to the email asking me for the info for which I sent immediately upon request. "Please confirm receipt of this message and advise on replacement or refund timeline." Nothing and now i'm out $500 dollars. They will not respond. If you ****** this problem, you find this is a long standing very common problem with these eco friendly cardboard gift cards. The lady on the phone said the card was damaged but I kept correcting her and say no it's defective. big difference. I did not lose or damage this card. I followed the instructions. I'm guessing a lot of money is made when people lose these or forget about them but this damaged / defective thing seems outrageous to me to profit from. I even called back asking if she could solve this but she said to email them again. System is set up so no cast member ownership can solve and is pushed off to something else you do after they get you off the phone and it does not work.
Business Response
Date: 06/26/2025
Thank you for contacting us on behalf of Guest **** ********,
We are unable to assist with this concern as it is not related to the **** Disney World Resort. We would suggest that they reach out to Disney ************************ online at **************************************************************;
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort
Initial Complaint
Date:06/13/2025
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.
I visited Disney in *************** magic kingdom with my child,Her disabled aunt and grandmother that is in a wheelchair. We live in nyc so this trip was expensive and difficult to make as her grandmother is 93.Before we purchased day tickets at the gate of magic kingdom I inquired and was assured all the rides were wheelchair accessible. However after we paid and past through the gate we found that the rides were not wheelchair accessible - such as the people mover that required one to walk up a steep incline.The parks restaurants were closed as well. It was 8pm When we arrived and we were told by the gate representative that the park closed at 10pm. Very disappointed with our trip I requested a refund or a credit and was denied both.
Business Response
Date: 06/16/2025
Thank you for contacting us on behalf of Ms. Gordon-Nash.
We regret Ms. Gordon-Nash's frustration with her recent visit to Magic Kingdom Park. We would invite Ms. Gordon Nash to contact us directly at [email protected].
Regards,
Guest Experience Support & Solutions
Walt Disney World Resort
Customer Answer
Date: 06/16/2025

Complaint: 23463837

I am rejecting this response because:

I did contact Disney and they did not assist online or on phone. I need your help.

Sincerely,

Rachelle Nash-gordon
Business Response
Date: 07/15/2025
Thank you for your additional communication on behalf of Ms. ***************************** records indicate that a Cast Member contacted Ms. *********** on June 23, 2025 and appropriately addressed her concerns at that time.

Kindest regards,

Guest Experience Support & Solutions
**** Disney World Resort
Customer Answer
Date: 07/15/2025
I spoke with a representative 2x from phone and they continued to argue that all the info is online. However I did not use a computer to purchase my tickets. I purchased them on site at Disney world with my mother who is 93 in a wheelchair and my sister who has a support cane and my child. I relied on the representations made by their employee that all rides were accessible by wheelchair. Disney must and should be liable for misrepresentations made by their staff. Please process the refund or credit.
Customer Answer
Date: 07/15/2025

Complaint: 23463837

I am rejecting this response because:
Date Sent: 7/15/2025 8:56:56 AM
I spoke with a representative 2x from phone and they continued to argue that all the info is online. However I did not use a computer to purchase my tickets. I purchased them on site at Disney world with my mother who is 93 in a wheelchair and my sister who has a support cane and my child. I relied on the representations made by their employee that all rides were accessible by wheelchair. Disney must and should be liable for misrepresentations made by their staff. Please process the refund or credit.

Sincerely,

******** ****-******
Business Response
Date: 07/15/2025
Thank you for your additional correspondence on behalf of Ms. ********************** records indicate that Ms. *********** spoke with a Cast Member on June 23, 2025. Her concerns were appropriately addressed at that time.
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort
Initial Complaint
Date:05/15/2025
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.
Dear all,I pay monthly for the *** annual pass for my family - weve paid 6 months already (at $481 per month) and initially put a deposit of $820.I recently lost my job and called *** to find out how I can cancel this payment - I said Im happy to lose the deposit and any previous payments and will not visit the ******* I can no longer afford the payments, and need to try cover my living expenses - I assumed I could cancel.I was told by *** that I cannot cancel - its in my contract.I also have no option to downgrade.I told them I cannot afford it and the payments will most likely get returned, their response was that the debt would remain and I would be billed by *********** can there be no options for someone going through hardship?Ive paid majority of it already - I just need to focus on getting a job and supporting my family.Can this please be cancelled ?
Business Response
Date: 05/20/2025
Thank you for contacting us on behalf of Mr. ******************* records indicate that Mr. ******* has a contract for four **** Disney World Annual Passes, purchased on the Annual Pass Monthly Payment Plan. Because these payment plans, and the contracts governing them, are not administrated by the **** Disney World Resort, we are unable to assist. We would suggest Mr. ******* contact the Annual Pass Monthly Payment Plan Line at ************ if he has any additional questions or concerns regarding his contract.
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort
Customer Answer
Date: 05/20/2025

Complaint: 23335638

I am rejecting this response because: I have already spoken to the annual payment monthly line.
They already refused any help with this matter and told me that the debt will be collected by Disney, so the statement is contradictory.
I dont believe that Disney can say they are not affiliated if the passes were purchased through the Disney website.
Again, I cannot afford these passes any longer, Im not sure why Im being forced to pay them through hardship especially as its not a tangible item - if the passes are cancelled, I cannot enter - please cancel the payments and passes.

Sincerely,

****** *******
Business Response
Date: 05/22/2025
We are sorry to learn of Mr. ******** continued disappointment. Please be assured his concerns have been appropriately addressed.

Kindest regards,

Guest Experience Support & Solutions
**** Disney World Resort
Initial Complaint
Date:05/08/2025
Type:Billing 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 suspended my account online back in the middle of February. For some reason, my account is still active and I have been charged three times for $18.99 since then. I would like reimbursement for these charges
Business Response
Date: 05/09/2025
It appears that this charge amount (suspened) is for a Disney + subscription. We are able to assist only with issues concerning the **** Disney World Resort in ********

To reach Disney +, please call ********** and Cast members will be happy to assist.

Sincerely,
Sales and Solutions
**** Disney World Resort
Initial Complaint
Date:05/07/2025
Type:Service or Repair 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 left my Airpods behind at the Carribean Beach Resort in room 5655 underneath the pillow on the right hand side of the bed closest to the door (I only use my headphones in bed at night to sleep). After checking out, we drove directly to our next hotel that was still in *******. We didn't make any stops, no one else touched our bags, nothing was left anywhere else (as Disney has suggested by saying I "Probably left them on the plane" even though the only place I was is in fact at the Caribbean Beach Resort.When I realized I left my headphones behind, I checked the "Find My" feature on my iPhone and was shocked to find that they were not at the ********* Beach Resort where I left them, but actually at a different location entirely - ************************************************. I've shared this proof with Disney Guest Claims. Also, under further investigation, this address is actually that of a **** Disney World Emloyee. I was informed by the staff at ********* Beach Resort previously that the only people in my room were housekeeping and maintenance since there was an issue with the room and that it was likely internal theft that would be handled by security. I was shocked once again to learn that Disney is denying responsibility. I would like that to take accountability for their employees and not teach them that its okay to steal items from guest rooms.
Business Response
Date: 05/27/2025
Thank you for contacting on behalf of *** *****.
Please be advise *** ****** concerns are being addressed and she is being provided contact information for the department that will be assisting her moving forward.
Kindest regards,
Guest Experience Support & Solutions at the **** Disney World Resort.
Customer Answer
Date: 05/27/2025

Better Business Bureau:

I have finally been able to get in contact with the guest claims department and am hopeful they can help.

Sincerely,

****** *****
Initial Complaint
Date:04/29/2025
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.
My name is ********* Vinestone. I stayed at Wilderness Lodge Resort from April 2628, 2025, with my family to celebrate my daughters 5th birthday. Around 5 p.m. on the day of check-in, my daughter went to the bathroom. Moments later, I heard a loud bang and a screamher hand was crushed by the heavy pocket door. Two fingers were caught between the door handle and frame. The door has no soft-close or safety feature. Once it starts sliding, it moves so fast into the wall cavity that my daughter didnt have time to move her hand.After stopping the bleeding, my husband ran for help. A manager named ****** responded and offered to call 911 or bring bandages. She admitted the door seemed poorly designed or malfunctioning. We declined emergency help, hoping to avoid stitches by changing bandages every hour. Maintenance was called, but all they did was tighten screws. When I followed up, they said the design itself allows the door to slam fastno fix was possible. We werent offered a resolutionnot even a doorstopso we had to leave the door open to prevent more injuries.We live near Disney and came only for amenities to celebrate. Instead of going to Magic Kingdom that evening, we had to go to a pharmacy for supplies. Later that night, two full bottles (shampoo/conditioner) fell on my daughters feet because the soap rack was detached. I had to wait 20 minutes downstairs for help. Maintenance couldnt fix ithousekeeping came over an hour ******** follow-up, no apology, no gesture of care. Even a cupcake would have shown kindness. We were handed a claim card that turned out to be an insurance form. I am requesting a refund for the first night, as we could not use any amenities and had to deal with injury and safety issues. I also urge Disney to install door safety features immediately to prevent this from happening to another child.
Business Response
Date: 05/14/2025
Thank you for contacting us on behalf of Ms. ********************* records indicate that Ms. ********* spoke with a Cast Member on April 26, 2025 and her concerns were appropriately addressed at that time.

Kindest regards,

****** ******
Guest Experience Support & Solutions
**** Disney World Resort
************
Customer Answer
Date: 05/14/2025

Complaint: 23263608

I am rejecting this response because:

Ir does not address my complain. It irrelevant. Im demanding a refund for my multifunctional door that cased injury. I was unable to use any amenities. Its not deluxe resort service that supposed to be proved its not acceptable
Sincerely,

********* Vinestone
Business Response
Date: 05/20/2025
Please be assured Mr. *********** concerns are being addressed by the appropriate team. Ms. ********* has been provided the contact information for the team handling her concern and has been advised to contact them for further assistance.
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort
Initial Complaint
Date:04/16/2025
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.
Unfortunately what was meant as a celebratory and magical family vacation has significantly fallen short. I am writing to express my deep disappointment regarding our recent visit to Disney World, where we had come to celebrate our daughter's first birthday. As long-time fans of Disney, we had high expectations for our experience, but unfortunately, our visit did not live up to those standards.During our time at the various park, we encountered several issues that significantly impacted our experience. Firstly, our stroller was moved from an area that was designated as stroller parking at *****. I understand for safety and attendee pathway foot traffic makes sense but our stroller was still in an area free of foot traffic with other strollers and wagons. After realizing it was missing, we spent over an hour searching for it which caused significant stress not only for myself and family but my in laws who traveled from ********** just to celebrate their grand daughters first vacation. When we approached guest services for assistance, we were met with indifference and a lack of support, which was incredibly ************** make matters worse, during this time, the two Magic Kingdom spirit jerseys we had just purchased the day before were either removed or stolen from the stroller, along with our daughter's first teddy **** stuffed animal. Losing these items, has been disappointing for our family. We followed up with lost and found but seeing as merchandise in a Disney souvenir bag was taken the likelihood of it being turned in by a kind stranger or located due to how many attendees purchase memorabilia or other merchandise from the various parks it would be difficult to track down. As devoted fans of Disney, we had hoped for a magical experience, but the subpar service we encountered has left us feeling disheartened. If this is the level of service we can expect in the future, we will be reconsidering any plans for future trips which is disheartening.
Business Response
Date: 05/20/2025
Thank you for contacting us on behalf of Mr. ******************* records indicate that a Cast Member contacted Mr. ******** on April 29, 2025 and appropriately addressed his concerns.
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort
Initial Complaint
Date:04/05/2025
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.
The bell services at pop century stole $2900.00 out of my luggage while they had my bags in holding while we were at the theme park before checking out from their hotel.
Business Response
Date: 04/09/2025
Thank you for contacting us on behalf of ********, Jordan Our records indicate that a Cast Member contacted ****** ******** on April 09, 2025 and appropriately addressed his concerns at that time.
Customer Answer
Date: 04/09/2025
They have just now responded and told me they will open an investigation, the issue is not resolved yet, however.
Customer Answer
Date: 04/19/2025
Hi, I did send a message back to you guys. Im not sure why you didnt get it. My case has not been resolved and Disney is not handling it as a multi milllion dollar business should. I havent even been able to speak to anyone on the phone. And they keep giving me email addresses that arent legit. So I am not speaking with anyone who is taking my case seriously!!! I am so frustrated
Business Response
Date: 05/07/2025
Thank you for contacting us on behalf of *** ********.
Our records indicate that *** ******** was contacted by a Cast Member on April 8, 2025 who appropriately addressed her concerns at that time.
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort
Customer Answer
Date: 05/07/2025

Complaint: 23164977

I am rejecting this response because: the cast member who claims to have addressed my concerns simply emailed me and said its being handled I have been left out of the loop. Nobody is giving me updates. Nobody is in any hurry to get my belongings back to me. So as far as Im concerned my issue hasnt been addressed yet.

Sincerely,

****** ********
Initial Complaint
Date:03/31/2025
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 purchased a one day ticket for my family to go to one of parks Friday night. I called through the hotel to find out how long I had to upgrade my tickets if we decided to do a three day ticket because my daughter and myself have health issues especially my daughter we even had to get her a disability pass at Magic Kingdom on Saturday during my phone call from the hotel. I was informed I had two months to upgrade my ticket. I told them so we can go the park on Saturday and if we feel up to it Sunday morning, I can go ahead and upgrade my tickets and they said yes wellSunday morning we felt good and decided to upgrade our tickets at this point I went to the desk at the front of the park and I spoke with a lady at the front of All star movie resort . They told me it was too late for me to upgrade my tickets. Ive asked for a manager and spoke with a man named ****. **** told me he was the manager and that he was going to call the call center to get a transcript of my phone call. I told him that was great. I waited for him to come. He finally came back and said they havent gotten back in touch with him yet to go back to the pool with my children, and he will call me in a few minutes an hour and a half later I went to front and spoke with a lady named ***** who told me she was the manager and she called guest services for me and while on the phone with them, she did not tell them what happened to me and how I was lied to you. She just told them I needed my ticket upgraded to a two day ticket and she informed me to get services at the park while we didnt wanna do that because we dont wanna take our children there if were gonna be charged for a brand new ticket again we were supposed to be able to upgrade for only $150 more for two more days for four people. when she hung up the phone, I asked her why she didnt tell them she said oh Im sorry oops even though I asked her to tell him while she was talking to them in front of me. They are trying to get out of it
Business Response
Date: 04/15/2025
Thank you for contacting us on behalf of Ms. ********************* are sorry to learn of Ms. ****** disappointment. Our records indicate that several Cast Members assisted Ms. ***** thoroughly researching and appropriately addressing her concern.

Kindest regards Guest Experience Support & Solutions **** Disney World Resort
Customer Answer
Date: 05/11/2025
I just saw this response. My daughter has been very sick and was admitted in the hospital. There was two people at the hotel that talked with me and told me to go to guest service at the park but I should have been able to upgrade my tickets. I called Friday night and asked how long I had to upgrade the tickets. Why is that not getting looked into and why is it such a big deal? I mean we live on a budget and I was never told we had to update them before we used the tickets. I was lied to. Is anyone accountable for that?
Customer Answer
Date: 05/19/2025
Date Sent: 5/11/2025 6:38:56 PM
I just saw this response. My daughter has been very sick and was admitted in the hospital. There was two people at the hotel that talked with me and told me to go to guest service at the park but I should have been able to upgrade my tickets. I called Friday night and asked how long I had to upgrade the tickets. Why is that not getting looked into and why is it such a big deal? I mean we live on a budget and I was never told we had to update them before we used the tickets. I was lied to. Is anyone accountable for that?
Business Response
Date: 05/20/2025
Thank you for your additional correspondence on behalf of *** ****.
Please be assured that *** ****** concerns have been appropriately addressed.
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort
Customer Answer
Date: 05/20/2025
My complaint was never addressed and I was lied to. No one has reached out to me or played for me the phone call when I was lied to. This is sad because I really have a different view on Disney. We go every year and that is our vacation with our disabled daughter. We dont have a ton of funds and what we scrape up to have we try to make ends meet and we spend our extra there and to be done this way is sad and very disappointing
Initial Complaint
Date:03/30/2025
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.
Dear Disney Guest Relations,I am writing to express my deep frustration and disappointment as I plan what was meant to be a once-in-a-lifetime first visit to Disney World for my son and me. Our trip is scheduled for May 2May 5, and while we were excited to create magical memories together, the planning process has become incredibly stressful due to ongoing issues with your system and a lack of timely, effective support.While I was able to book our initial resort reservation, I have encountered persistent errors when trying to reserve dining and special experiences through both the website and the app. Despite multiple attempts on different days and devices, I continue to receive error messages and have been unable to complete any bookings. Ive reached out to Guest Relations and attempted to use the chat feature several times, but the wait times have been excessively long, and by the time I received assistance, the opportunities I was trying to securemost importantly, Savis Workshop on May 4were already unavailable.Building a lightsaber at Savis Workshop was the one experience my son was most excited for. It was something we planned our entire trip around. To miss out on this because of technical issues and delayed support is not just frustratingits incredibly disappointing and disheartening.I am requesting immediate support to:1. Secure a reservation for Savis Workshop on May 4, or offer a comparable alternative that ensures my son can still enjoy this special experience.2. Have someone investigate the errors Ive been receiving while trying to book dining and other experiences, and provide a resolution as soon as possible.This was supposed to be a magical and memorable experience for us both, but its already been marked by stress and frustration. I truly hope Disney will uphold its reputation for exceptional guest service and help turn this around before we even set foot in the park.
Business Response
Date: 04/01/2025
Thank you for contacting us on behalf of Ms. ******** Our records indicate that several Cast Members have contacted Ms. ******* and are working to address her concerns.

Kindest regards,

Guest Experience Support & Solutions
**** Disney World Resort

Customer Answer
Date: 04/01/2025

Complaint: 23136049

I am rejecting this response because: I received a generic response to my complaint and nothing was resolved. I would like a resolution immediately or cancel my vacation entirely.
Sincerely,

******* *******
Business Response
Date: 04/07/2025
We regret Ms. ******** continued concerns, however, we do not have any additional information to provide at this time.
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort

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Walt Disney World Company is NOT a BBB Accredited Business.