Complaints

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

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• 

  Walt Disney World Company

  P O Box 10000 Legal Department Lake Buena Vista, FL 32830

• 

  Walt Disney World Company

  P O Box 10345 Lake Buena Vista, FL 32830

• 

  Walt Disney World Company

  200 Animation Way Orlando, FL 32830

• 

  Walt Disney World Company

  P. O. Box 10000 Lake Buena Vista, FL 32830

• 

  Walt Disney World Company

  1950 Magnolia Palm Lake Buena Vista, FL 32830

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:11/10/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Purchased 2 day park hopper for Walt Disney World. These tickets were to be used within 4 day period 10.2.22-10.5.22. Unfortunately due to Hurricane Ian ,myself and partner were unable to fly from UK to US due to closure of Orlando Airport on 28th September 2022. No alternative travel arrangements could be made and prices had soared.
  Wrote email to Disneys billing department to seek redund on advice from another WDW agent asking for refund as its not likely we will be getting back to US due to ongoing health issues , increased prices etc but response from this email was that this is not possible.
  They then offered me 2 day park hopper(even although I stated I cant easily come to US). I then queried whether this would mean I had 4 day hopper now as I was told by another agent that the tickets I had originally purchased wouldn't lose their value and can be reactivated at later date but the reply feom the email stated that there would only be 2 days available to me and that the original purchase was not valid, even though I have in live chat contradicting information.
  The problem is I'm not going to be able to just travel to US easily just to use a Disney ticket and WDW will most likely forever hold our money. They are making free money from an unfortunate situation and also contradicting what advice each agent is giving.
  

• Initial Complaint

  Date:11/05/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 tried calling Disney a few times because I was double charged for 2 purchases, but the hold was hours long, so I emailed them with all the information on 10/21/22 at 8:55am and no one ever responded. I used my magic band to make purchases which was charged to my Disney hotel Room **** (reservation #*************) and I was charged twice on 10/1/22 at magic kingdom for $11.69 and then I was also double charged on 10/2/22 at WDW World Of Disney at the express checkout for the amount of $74.52. Disney owes me a total of $86.21 .
  
  Also, when I checked into my hotel room it was after 11PM, my kids were exhausted and our room wasn't even ready. I agreed to take a room that they weren't supposed to put anyone in because it needed work done. The view was not what I requested but I didn't complain because my kids were so exhausted at that hour and they needed to get to bed. Giving all of this aggravation I would love if Disney could make these negative experiences right. I go to Disney every year and would love if Disney could do something to turn this experience around. Disney is usually very responsive so I'm guessing they're short staffed. This is very unlike Disney but I have no choice but to file a complaint to get reimbursed at this point since they haven't responded when I reached out 15 days ago.
  

• Initial Complaint

  Date:11/04/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Walt Disney World Resorts has double charged me for my stay and now I cannot buy groceries to feed my family as my account is negative more than $800. We checked out of the hotel 11/01 and I was told ONE charge of 1,236.29 would be charged to my card. Overnight Wednesday into Thursday, they charged my card again for 1,236.29. When I called on Thursday they informed me the money for the duplicate charge was not their error but Bank of America double processing the charge. I called my bank and they confirmed for me that Disney did indeed charge me twice. I have left numerous messages and call back requests to Disney and have received not a single response. I am a single mother and I am now left in a position where I cannot provide for my child. I feel like I have been robbed and blindsided by this company. The money I make is budgeted and they have now thrown my personal life into a whirlwind. I now cannot pay my rent or buy my child groceries. I cannot make any charges on my card & Disney has left me in a tough spot as a parent. I'm truly heart broken by this experience and think that a full refund for the two charges is the least they can do.
  

• Initial Complaint

  Date:11/03/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 family and I purchased tickets to Disney world theme park, however due to Hurricane Ian they had to close the parks and we were unable to use all our park tickets.
  Disney world extended our ticket for 1 year, however due to the fact that I live in NL Canada, I contacted Guest Services at Disney world to advise that I could not use the extended ticket and would prefer a refund as I would not be able to use it.
  They emailed me back and said that the only option I have is to wait until the year passes, and the ticket expires and then I can look at my options.
  While I understand that the hurricane was out of their control, it was also out of mine and I shouldn't be out over $500+ dollars because they won't provide a refund.
  My concern is that if I wait the year (which is unreasonable) they will then advise me that there's nothing they can do with an expired ticket.
  I'm just looking to get a refund for the amount of the ticket I could not use.
  Also due to the hurricane they provided refunds to people who bought Mickey's not so scary Halloween party on the Sept 27th, or a complimentary ticket. When I explained again I wouldn't be able ti use the complimentary ticket and would prefer the refund, again I was told to wait a year and then they could look at options.
  I'm not sure if anything can be done but I just feel it's an unreasonable request to expect someone to wait a year for a possible refund, and even the there's no guarantee.
  All I'm looking for is to be refunded for the partial ticket I couldn't use and the party ticket because it was rained out.
  
  Any help you can provide would be greatly appreciated.
  Thanks
  
  *****
  

• Initial Complaint

  Date:10/28/2022

  Type:Customer Service 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 called customer service to help link my reservation to the My Disney Experience app. I could not hear the person on the other end of the line and let her know twice and she finally fixed the issue but sounded VERY annoyed as if I was making her go out of her way. She asked me for my info and I gave her all - not a problem. she said I needed to register my tickets. I was announcing every step I was taking in the app and did not hear anything from the other end. she did not validate the steps I was taking and had to start the process all over again because there was no guidance. once I figured it out myself, she said, oh I see your reservation now, and I said I see it too, she then hung up the phone. no thank you , no glad you figured out- radio silence. this was the rudest customer service experience I have ever had from any company I have ever done business with. I remember the days where Disney customer service was top notch. so sad that their standards have gone downhill. I hope they take this feedback and address this issue. I am not one to complain but this was just disgusting service to someone who spends their hard earned money for the Disney "experience" but is let down from the get go.
  

  Business Response

  Date: 12/22/2022

  Consumer Response /* (2000, 16, 2022/12/05) */
  ***
  Sun, Dec 4, 1:33 PM (17 hours ago)
  to me
  
  I did receive a response from Disney apologizing for my experience

• Initial Complaint

  Date:10/24/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 so aggravated with Disney. I called at 8 pm on Oct 4, 2022 because the website said they had tickets available but it would not let me purchase them. I called ticket services and he said oh yes we have tickets for the 5th, 6th, and 7th. I said great any of those days will be great. He took my card information and charged $730 for the tickets and then said oh we have no tickets the rest of the week you will have to come another week and HUNG UP ON ME!!!! I have since been calling and am put on UNIMAGINABLE hold times. I held just today for 30 minutes to then be transferred to another ticket services that had another 90 minute hold time and then that lady said she must transfer me to Guest Ticket services for a refund and their current hold time was 98 minutes!!! I live in KY and cannot just go to FL. I am at a loss right now on what to do. I keep holding and getting transferred.
  

• Initial Complaint

  Date:10/24/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 World and stayed on property at the end of September. I had reservations from 9/24/2022-10/1/2022 with a total of $2,041.62. Due to the hurricane, we had to leave on Tuesday 9/27/2022. I was told at checkout we would receive a refund from the 4 days that we would not be able to stay. I have since called 3 times and have been told I would receive a refund within 10 days and have not received one. They also refuse to refund me for the park tickets, they extended the dates that we are able to use them instead.
  

• Initial Complaint

  Date:10/23/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  We were scheduled to stay at Pop Century Resort 9/25/2022 to 9/30/2022. We had a 5 night hotel stay and 3 day park ticket. We checked out on 9/28/2022 due to the hurricane. On 9/27/2022 we talked to both the front desk at Pop Century Resort and the Guest Relations phone line, both assured us we would get a refund for all unused nights at the resort AND any unused park days.
  
  We cannot get the company to respond to emails, we have called just about every department as well. They point us to the Guest Services email address every time.
  

• Initial Complaint

  Date:10/21/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Below is the complaint I sent to Disney world after we returned home
  Re: confirmation #*********
  
  I am sorry to say this will probably be our last visit to Disney world ,it all started with our room the sink was leaking and the room was not that clean , so they moved us to another room the sink was dirty and the rug was not cleaned. And all of the restaurants that we dined in were awful, the food was terrible the service was rushed we felt like we were rushed to order and eat and basically get out. It was so bad that I filed a dispute with my bank for every restaurant we dined in. A lot of the staff at the parks couldn't be bothered and seemed annoyed if we asked a simple question. The food at the resort tasted stale and reheated. And to top it off we were stuck for a extra day because our flight was cancelled due to the hurricane so unfortunately we had to stay a extra night and we couldn't believe they charged us 189.00, it was out of our control. So sad Disney world isn't what it used to be, my son just kept saying he wanted to go home and that it's not so magical anymore, and sadly we agree. Sorry but we won't be back my husband works too hard so we can save up to go to Disney world almost every year I wish we could get all our money back do we can take a better family vacation . I know it's not your fault but Disney need to do better than this. So disgraceful 😞
  

• Initial Complaint

  Date:10/20/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  We were originally scheduled to stay at the New Orleans hotel (9/25 to 9/29). We had a 5 day hopper park ticket with Genie plus and the memory maker photo package. We needed to extended our reservation for Thursday 10/30 and Friday 11/1 because we were stranded due to Hurricane Ian. We were burdened with additional hotel charges even though we were told we couldn't leave and would have to discuss it with Legal. The way we were treated was terrible. We lost 2days of our theme park hopper ticket with Genie Plus for 3 people. This was not our fault. The park was closed. This is valued at $1120.29 for the park hopper tickets and another $90 for the Genie (Total = $1210.29). I was originally told by a Disney representative on the resort line that there would be no expiration on these tickets. Shortly after the hurricane, I read on the Disney website that they have to be used by 9/23. I cannot afford to go back to Orlando this year, especially after I had to pay for 2 additional nights at your hotel. In fact, I do not want to go to Disney at all. I want to know if this money can be refunded or if the money can be applied to something else, like a Disney cruise. Please, I do not want to go back there. I also paid $169 for the memory maker photos and lost 2 days of that. Quite a few of the pictures taken were not of us. How will that be rectified? Overall, I thought the hotel did a poor job at preparing us for the storm and handling things during the storm. From talking to other guests, this was dependent on the hotel stayed in but most of the guests at our hotel were very disgruntled. I have tried to get in touch with Disney several times and cannot get anyone to help me. I have called the resort line-waited on hold for hours-only to be told they cannot help me. The hotel manager will not help me. I was given a phone number for billing which just rings and no one answers. I have emailed billing several times with no response. I would like a resolve to this.