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Business Profile

Amusement Parks

Walt Disney World Company

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Amusement Parks.

Complaints

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

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Walt Disney World Company has 15 locations, listed below.

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    Customer Complaints Summary

    • 238 total complaints in the last 3 years.
    • 70 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/29/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 have been trying to take my daughter to the ************************ for a princess ******** to celebrate her birthday since she was 5 years old (2/27/21) but due to COVID the boutique was closed. When the boutique was reopened this past August 2022 I began searching for reservations and was told that they open 60 days in advance. We decided that we would make a reservation for 2/27/23, her 7th birthday and figured the reservations would be open a couple of days after Christmas. On Tuesday, December 27, 2022, I called and spoke with a reservation agent named ***** and tried to make a reservation. ***** informed me that reservations for 2/27/23 for Bibbidi Bobbidi boutique would open on 12/29/22 at 6:00 am e.s.t. I thanked him for his time and information and set alarms for 5:50 am on 12/29/22. The morning of 12/29/22, I happened to wake at 2:30 am and decided to check the reservation system. Not only were 2/27/23 reservations open but they were completely sold out! We have been waiting for 4 years to book this experience for my daughter, who absolutely loves Disney princesses, and because of the error or misinformation, or both, that opportunity is gone. We've been loyal passholders for going on 5 years and have experienced the negative changes made from the executive level. I've been disappointed by a business before, but this one hurts differently because it affects my daughter. I hope that Disney will make it right and secure a morning or afternoon reservation for my daughter on 2/27/24.

      Business Response

      Date: 01/17/2023

      Thank you for contacting us on behalf of *****************

      Our records indicate that a Cast Member contacted **************** on January 17, 2023 and appropriately addressed his concerns at that time.

      Please feel free to contact us if you have any additional questions.

      Kindest regards,

      Services & Solutions

      Disney Central

      **** Disney World Resort 

    • Initial Complaint

      Date:12/29/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Visited the park on December 21, 2022.
      Bought lunch at the Starlight cafe. Completed mobile order. Upon receiving text that order was ready, we went to the window to get our food. The employee was apparently new and it took 10-12 minutes for her to help the 2 people ahead of us. She did not have our drinks ready, and was confused by what we ordered. We noticed that two of our items were not on the tray. It took another 10 minutes to get the missing items. The food was cold at this point, but we had paid for "genie" and had to hurry to get to our reservation at Thunder Mtn Railroad. My chicken sandwich was so soggy, the bun just fell apart when I picked it up. The piece of chicken was approximately the size of a ketchup packet. We ended up throwing most of the food away. While walking to our reservation, I contacted chat who only said to go back to the cafe and speak to someone. I had to pay $175 for genie to get our reservations. This system essentially holds one hostage. If you go back across the park to speak to someone in person, you miss a reservation making the $175 a waste of money. I paid $85.03 for the meal and I believe at least a 50% refund would be appropriate. This experience ended up being complicated by the fact that 2 of us are diabetics and had problems regulating our blood sugars for the rest of the day due to this problem. That created many additional horrible experiences with staff being rude to us because we had an urgent need to get food to regulate blood sugars! Disney only cares about taking as much of your money as they can!

      Business Response

      Date: 01/31/2023

      Thank you for contacting us on behalf of Mr. *******.

      Our records indicate that a Cast Member contacted Mr. ******* on January 17, 2023 and extended appropriate considerations for his concern. Regrettably, Mr. ******* did not respond to our message. Please be assured that we would be happy to assist Mr. ******* should he contact us again in the future. 

      Kindest regards, 

      Guest Experience Support & Solutions
      Walt Disney World Resort 

    • Initial Complaint

      Date:12/17/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      ************************* <************************>
      2:08 PM (3 minutes ago)
      to me

      I will give credit where credit is due. The Walt Disney World company responded to my petition today and allowed me to switch from the in person Dopey run to the virtual run due to my injury. I did have to pay a fee for the switch but this was never about money. It was about feeling like they were forcing me to do something dangerous due to a medical situation when the option was still open for the Virtual Dopey (as it was not sold out) which would allow me to run at a later date when my medical situation has been resolved. I feel like if they follow through with their commitment that they sent me in writing, the matter will be resolved. Since I have it in writing, I believe they will do as they have said. I will be glad to close my complaint and give them credit for working with me through this difficult situation. e openings for the virtual race and there is no reason they cannot do this other than they do not care about their customers and are fine with risking their life and health to make a buck. I think other people should know how ruthless they are.

    • Initial Complaint

      Date:12/14/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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.


      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ********* *****

      Business Response

      Date: 01/17/2023

      Thank you for contacting us on behalf of Ms. *****.

      Our records indicate that a Cast Member contacted Ms. ***** on January 2, 2023 and appropriately addressed her concerns at that time. 

      Kindest regards,

      Services & Solutions
      Disney Central
      Walt Disney World Resort 

    • Initial Complaint

      Date:12/11/2022

      Type:Billing Issues
      Status:
      Answered
      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.

       
      Complaint: 18804985

      I am rejecting this response because I received no contact from a cast member on January 17th, as mentioned. 

      This response fails to address the request entirely and is un-magical.  More specific detail:

       I purchased 4 tickets (199 each) for a total of $847.76. This was cancelled because we got COVID and I was told it could be used for a future ticket. 


      I paid the difference to purchase a four day ticket for two adults and two children. Including taxes this was $430.46.  Including the value of the first ticket the total was $1278.22.


      I called to upgrade the these tickets to an annual pass and was told I could do this once the first day was used. 


      I was told to purchase the annual passes and the ticket credit would apply. It doesn't look like this happened. I was charged $1,699.76 instead of $421.54. 


      So the charge needs to be reduced to $421.54. 


      Sincerely,

      *******************

      Business Response

      Date: 01/17/2023

      Thank you for contacting us behalf of *************

      Our records indicate that a Cast Member contacted ************ on January 17, 2023 and appropriately addressed his concerns at that time.

      If you have any further questions, please feel free to contact us.

      Kindest regards, 

      Services & Solutions

      Disney Central

      **** Disney World Resort 

      Business Response

      Date: 01/20/2023

      Thank you for your continued correspondence on behalf of *************

      Please know, we have explained our ticket upgrade policy as well as our Business Rules and why we are unable to provide ************ the assistance he requested. We have no further information to share at this time.

      Kindest regards,

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

    • Initial Complaint

      Date:12/10/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.

       
      Complaint: 18804984

      I am rejecting this response because: I have tried reaching out to this company numours times via email and via phone regarding an issue I requested that some one call me. I have not received any calls back and when I do call and I get a live agent they just said I have to wait till some contacts me via phone. 

      So I have waited and waited and waited with zero phone call of email to me. 

      Sincerely,

      *******************

      Business Response

      Date: 01/17/2023

      Thank you for contacting us on behalf of ***************************

      Several Cast Members have contacted **************** over the past several months and have appropriately addressed his concerns. We do not have any additional information to share at this time.

      Kindest regards, 

      Services & Solutions
      Disney Central 
      **** Disney World Resort 

      Business Response

      Date: 01/20/2023

      Thank you for your additional correspondence on this matter.

      Please be assured that ****************************** concerns have been fully addressed. We do not have any additional information to share regarding this matter. 

      Kindest regards, 

      Guest Services Support & Solutions

      **** Disney World Resort 

    • Initial Complaint

      Date:12/08/2022

      Type:Product Issues
      Status:
      Unanswered
      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.
      Hi i stayed at *********** in **** disney world. Long story short we couldnt go go a lot of the parks because of special events that we were completely unaware of. We ended up leaving early for some other issues as well and the clerk told us he would refund most of the trip. This was on September 2nd 2022, i have called and tried but nobody will get back to me. I just want a refund.

    • Initial Complaint

      Date:12/08/2022

      Type:Product Issues
      Status:
      Unanswered
      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.
      After many hours on the phone, the company issued a partial refund of approximately $61.00. Still requesting a full refund.

    • Initial Complaint

      Date:12/07/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 booked a room online on 10/25/22 through *** for All Star Movies resorts reservations dates 11/03/22-11/06/22.My booking reservation was for a standard room with 2 queen ****** paid a one night deposit on 10/25/22 of $207.71 on cc **** and the remaining balance on 11/06/22 of $460.42 on cc 6679.Confirmation number is 522981782865.What I paid for is not what I received. Upon arrival I checked in and when entering the room I noticed that the bed sizes were not 2 queen **** or regular ****** was given an ADA *************** room). I was not asked nor provided that this was the room I was receiving.This is not the room I booked or would've booked if given a preference.I saw this as an option upon initially booking a room and purposely didn't book this room since it's not the room I wanted.I called the front desk from the room and asked to speak to the ** I was advised no one was available and nothing could be done.I asked for a different room as this room has small **** that are tiny and low on the ground. The **** were equivalent to an air mattress as our legs hung off the bed and extremely uncomfortable. I was told there was nothing available they wouldn't accommodate me in any way and that we were still going to be charged whether we stayed or not. Furthermore, we were unable to use the tub/shower as the pipes and the faucet handle was dislocated from the shower wall. We had to go to the pool outside to shower and the toilet was impossible to use we went to the pool or the lobby to use the bathroom.We also requested extra bedding and towels the following day as there was no housekeeping services they didn't provide that either. I have stayed at this resort in the past and compare it to the room I have stayed in previously and what I thought I was receiving.The way my family and I were treated is unacceptable and not the services I intended to pay for. I would like a refund for the $207.71 that was paid with credit card ending in **** and $460.42 in cc ending in 667

    • Initial Complaint

      Date:12/04/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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 a complaint against the cost of the Christmas party versus what was or wasn't delivered in terms of parades, and shows. We didn't get any of the aforementioned due to weather and Disney has not taken the time to respond in kind to this issue. Why are you closing this complaint?ey were offered a move to other hotels but would have to pay a significant upcharge as well as splitting up our group. They finally found them accomodations in ********* Beach. The hospitality is surely lacking. I guess it will take a little more than a day for ******************* vision and value of guest relations to take affect. Sadly, things seem much more revenue driven rather than drive by positive guest experiences. If someone would like to discuss, my phone number is **********.Sadly, under ******************* Disney seems to only care about the bottom line, we are a number and no longer a guest. The ************** is a complete joke, paying money for LL and never being able to get on the rides you want. What a waste! Then you have to pay an additional supplement for the "popular" rides....rip off... As if my park ****** tickets and Christmas party tickets were not expensive enough! BTW I've been coming to Disney since I was a child, and now I bring my family.Sincerely *****************************

    Walt Disney World Company is NOT a BBB Accredited Business.

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