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

  2101 Epcot Resorts Blvd Lake Buena Vista, FL 32830-8442

• 

  Walt Disney World Company

  Walt Disney World Resort Orlando, FL 32830

• 

  Walt Disney World Company

  1991 West Buena Vista Drive PO Box 10000 Orlando, FL 32830

• 

  Walt Disney World Company

  1180 Seven Seas Dr Orlando, 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:10/01/2022

  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.

  We bought two 3 day hopper passes. We had a park reservation for the Magic Kingdom on September 28th, Hurricane Ian showed up and the parks were closed the 28th and 29th. We were to return home originally on the 29th, but the airport was closed, so we left on the 30th. I requested that our 2 one day hopper passes be refunded. I've been passed 5 times. On hold for 3 hours. We're older and will not return to Disney. We want our money back!
  

  Business Response

  Date: 10/24/2022

  Consumer Response /* (2000, 5, 2022/10/04) */
  This case has been resolved and can be closed! After 5.5 hours of being passed around at Disney. They agreed to make it right and will be sending me out a check in 8 weeks.
  Thank you so much for your quick response!
  Best Wishes,
  ****

• Initial Complaint

  Date:09/28/2022

  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.

  Attempted to cancel reservation for dining and still got charged 40$ cancellation fee

  Business Response

  Date: 10/13/2022

  Dear ******,
  
  Thank you for contacting the **** Disney World(r) Resort.
  
  Due to unforeseen circumstances, we regret not providing a more prompt reply to your inquiry.
  
  We appreciate you taking the time to share your feedback with us and are sorry for the disappointments you mentioned in your e-mail regarding charges you received from a Dining Reservation. It is our goal to create magical memories and exceed the expectations of our Guests during each and every interaction that you have with us. Please be assured that we have shared your comments with our leadership team, along with the appropriate management, as feedback such as yours is taken very seriously.
  
  A credit card guarantee will be required to hold a ************* dining reservation. A fee will be charged if canceled within one day or if the reservation is listed as a No Show by the location. Pre-paid dining locations will charge the full amount of the meal, if listed as a No Show or canceled within one day prior to reservation.
  
  If the reservation was not cancelled in the appropriate amount of time, the reservation was marked as No Show.
  
  ******, Once again, thank you for contacting us. We sincerely hope that we will have an opportunity to entertain you soon.
  
  Sincerely,
  
  *****************
  Sales and Solutions
  
  PLEASE NOTE: All information is subject to change without notice and should be confirmed just prior to your visit.

• Initial Complaint

  Date:09/23/2022

  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.

  I purchased two Disney World passes for my mother and sister. I was Celebrating my sons 2nd birthday and his first visit to Disney. Unfortunately my Mom & sister felt Covid symptoms and I had them tested. The rest results weren't in by the time we visited the parks and I had them stay in their hotel room to avoid any issues.
  
  I tried getting a refund for that Friday pass but they asked me to call. I have been transferred over the phone many times and no one seems to be able to help me. Their tests ended up coming back negative and they were able to join us the next day. I don't necessarily need a refund, but maybe a pass for each for our next visit. We will be visiting again on 10/1.
  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 8, 2022/10/19) */
  Reached out to guest and discussed their concerns. Have issued two complimentary 1-day Disney theme park tickets to the Guest to satisfy their expired and unused tickets. Guest accepted the offer. This has been closed on our end.

• Initial Complaint

  Date:09/18/2022

  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.

  On September 17 my husband and I took our kids to what was their first trip to Disney. We were ALL excited. Until we reach the entrance of magic kingdom. The day before we purchased a stroller wagon just for DISNEY. We had a few bags due to us having a infant we who medically need certain items to bring. We would be able to strap her inside and but the bags inside so we wouldn't have much to carry. We also knew she would fall asleep a few times during the day and she would have somewhere to lay. Well went through security, through the ticket booth, on the train, use the tickets, and got to the entrance. We were told then that the stroller was a hassard and was prohibited to be brought in the park. I ask the several question! All I was told is that I can turn my stroller in and purchase a stroller from them because I couldn't enter the park with it. I ask for someone I could speak to about the situation and I was told the same thing. So after standing up front for 30 min my husband decided to just leave it and get two Disney strollers. We were there ALL day and it was the worst experience for us! After entering the park we seen several people pushing wagons around. Some of we talk to and ask how we're they able to bring there carts in? We were told NO ONE SAID ANYTHING TO THEM! I truly felt the front workers we talk to were biased to us. The trip was not enjoyable for us my baby was uncomfortable the entire day. We had to take turns hold her for the most part and when she went to sleep because Disney stroller are not made for infants mor so for toddlers. I'm mad this was my kids first trip and as a family we couldn't even enjoy it because of this issue! No one could do anything but apologize!
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 8, 2022/10/06) */
  Dear *******,
  
  Thank you so much for contacting the Walt Disney World Resort.
  
  We apologize for the delay in responding to your message. We are committed to providing personalized service with each inquiry that we receive, and we are sorry that due to the tremendous volume of letters received, we were unable to respond more promptly. We appreciate your understanding.
  
  We want to provide outstanding accommodations and service, and we are sorry to hear your visit on September 17, 2022, wasn't everything you had hoped it would be. Please be assured that I have personally shared your correspondence with the appropriate Leadership so they are aware of your feedback as we continuously strive to improve our Guests' experiences.
  
  Furthermore, please know that you may view a complete list of prohibited items by looking through our park rules. For example, on this page within the Walt Disney World Resort website, you will see that strollers must be smaller than 31" x 52" (79 cm x 132 cm). In addition, wagons and wagon-style strollers, whether pushed or pulled, are not permitted. These guidelines are in place for the safety of all Guests. Again, I apologize for any inconvenience this may have caused.
  
  Once again, thank you for contacting us. We sincerely hope that we will have an opportunity to entertain you soon.
  
  Kindest regards,
  
  Brogan
  Services & Solutions
  Walt Disney World Resort
  407-939-3424

• Initial Complaint

  Date:09/17/2022

  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.

  My 19 year old companion I have spent over $2000 each on this trip. Since we arrived we have been treated very harshly by all cast members. Everyone seemed genuinely aggravated to answer our questions or try to help us find solutions to the problems that they should know the answer to. It felt as if they were angry that the two teenage girls traveling alone were asking questions to travel safely and smoothly. One example is the bus services, we are staying at this hotel simply so that we do not have to figure out transportation to and from the parks. However it took us over three hours to get back to our hotel due to problems with the bus service. We were not told until 45 minutes into waiting for a bus, that it was not coming. When we tried to board another bus we were very harshly told to get off and that they would not take us. No explanation. when we tried to find Solutions we were practically yelled at by staff. For simply trying to get to our hotel. Then later on in the day we waited for a ride in a covered area. Once on the ride and outside, we discovered very quickly it was pouring down rain. We were not even warned. The rain was heavy and destroyed our belongings and drenched us. We got back to our room to discover the door tag gone, the trash had been taken out however nothing else was cleaned in our room. We tried to get some rest, only to have The people staying above and below us be extremely loud keeping us up at night and waking us up early in the morning. when we tried to reach out to the hotel staff about this nothing was done. I feel as if I have wasted my money on a very expensive trip where I was extremely frustrated and continued to have to try to find solutions to problems with no help. It was a very expensive stress filled week of us being a problem solvers when there are cast members whose job it is to help us. We shouldn't feel belittled by asking for help to get back to our hotel to rest. I feel like I have wasted my money.
  

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 5, 2022/09/23) */
  Thank you for contacting us on behalf of *****************. Our records indicate that a Cast Member contacted ***************** on September 21, 2022 and appropriately addressed her concerns at that time.
  
  If you have any other questions or challenges, please do not hesitate to contact us by calling us at 407-W-DISNEY (407-934-7639) or by chatting with us in the Help Center of the Walt Disney World(r) website (only available on the US site). Cast Members will be happy to assist you further.
  
  Sincerely,
  
  Luz T*****
  Sales and Solutions
  
  
  Consumer Response /* (3000, 7, 2022/09/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did not actually receive a response in any form.
  
  
  Business Response /* (4000, 18, 2022/10/16) */
  Thank you for contacting us on behalf of *****************. Our records indicate that a Cast Member has addressed the concerns in Case ********, case was filed by Lydia's travel companion. We have no additional information to share at this time.

• Initial Complaint

  Date:09/16/2022

  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.

  My best friend and I are young adults traveling by ourselves for the first time. We paid over 2000 dollars each to spend a week at Walt Disney world. We were ecstatic to stay at the parks and have all the park hopper abilities. Our biggest reason for staying at Disney resorts was direct reliable transportation at all times. We have been treated terribly the whole day and I am genuinely unsure of what to do. The communication with Disney world during our trip has been unpleasant to say the least. We are trying to fit in what we could despite the fact it has rained for half the trip and Mickeys not so spooky Halloween has cut off most of the nights we could've spent at Magic kingdom during our park hopping. Today the issues only escalated. We got to Hollywood studios and we're met with a sea of people even at direct opening. We darted for our ride that we wanted and it broke so we sat and waited for an hour. By the time we rode it and got off we were happy but starving. So we searched for food. Only to find ice cream and churros at 10 in the morning mixed in with a few breakfast options. So we decided to catch the next bus to our resort. However after 45 minutes of waiting we were told it would be 30 more minutes. We tried to be patient and when a bus dropping off from our resort pulled up we had a worker shake his finger at us, close the doors in our face and pull away before we could get there. Several other buses passed us and we decided that any of the buses in Allstar resorts would we fine and we could walk from one to the other as they all cluster. We tried to get on a sports bus and the lady closed the doors and then opened them to tell us "no no you wait". At this point we are just trying to get to our hotel.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 10, 2022/10/17) */
  Thank you for taking the time to contact us about our mutual Guest, *************** While researching your inquiry we noticed that she was already assisted by one of our associates. She accepted the consideration that was offered on September 26, 2022.
  
  
  Kind regards,
  
  Kimberly E*******
  Services & Solutions
  Walt Disney World Resort

• Initial Complaint

  Date:09/14/2022

  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.

  November 2021, my family, including my 97 year old grandmother, went to Disney in *******. Stayed at ***************, as we did in 2019. We had a horrible experience. I waited and choose to write about this now after numerous phone calls, unreturned emails, unreturned calls and her death. My grandmother required a special diet, on Disney website it stated this would not be a problem to accommodate dya of. Each resteraunt we went to it was, with exception of *****************, Chef was beyond amazing. Every other time it was, include us missing a day and half at the parks because I and my sister had to stay with my grandmother, we are nurses, and get her back to her baseline weight and blood pressure due to her diet not being accomadated, though we were told specifically it was, on one particular order. When I informed the guest relations representative I was offered and apology and a case of water for my trouble. I do not think this was suffice to, given the cost of our stay, the extra monies we spent, and had continued to spend. However with children, I was not going to punish them for Disney's shortcoming this time. I had ordered my grandmother an extra special dinner to try and cheer her up as she was upset at all the time missed, and was given no respite for it. At the par resteraunts, the upscale ones included, the accomadaton was nothing more than a limited menu with no garuntee the dietary needs were actually being met, just a "best guess" of what foods would meet the need. Our arrival to the resort was also met with the rooms not being ready, I was told at least my grandmothers would be, no disability equipment present in the room as being promised as requested, and my grandmother ended up defacating and urinating on herself, which I cleaned in the lobby bathroom with my sister. It took me several unsuccessful hours and a long line to finally get my grandmother and son a DAS pass. I am happy to go into more details, but my word limit is reached. We spent over 14k

  Business Response

  Date: 09/19/2022

  Thank you for contacting the **** Disney World Resort on behalf of ***************
  
  Our records indicate that ************** spoke with several Cast Members who appropriately addressed her concerns during her stay.
  
  Regards, *************************************** Disney World Resort

• Initial Complaint

  Date:09/12/2022

  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 hate to complain, but as passholders we spend a lot of money & time at the parks, resorts, & cruises, & so I do reach out and voice my disappointments when/if they arise. I normally do this via email, & never through BBB.. but this past experience has truly upset me and I'm not happy with the outcome. I did reach out to customer support already, with no response for a week & after a 2nd email was sent, I received a message stating that they "appreciate my feedback and my comments will be shared".. with absolutely no attempt to rectify the situation.
  Our family attended the Halloween Party on 8/30. I have a special needs son, & a 100% disabled veteran spouse, so we truly depend on DAS while at the parks. To our surprise, we were denied DAS for the party exclusive meet & greets. This completely excludes guests with disabilities from enjoying the party. One of the main reasons we purchase party tickets is to do many of the meet and greets, because as locals we can enjoy the rides any day. Since we couldn't utilize DAS, meeting jack & sally wasn't even an option for my young excited son, due to the long enclosed lines. Seeing his disappointment and tears was hurtful enough, & at that point it was a wasted ticket for him. Disabilities do not disappear during party hours, so accessibility for guests who need it shouldn't either. I met a few others who were also denied & then a few other families that were allowed to use DAS for the meets, so I'm not sure what the issue was with my family being 1 of the few who were denied. Was this a discrimination issue with certain families? Or was this just uninformed cast members? Either way, this makes it feel like even more of a wasted evening, that others were able to experience what we were denied for. As a true Disney world loving family, which of course we will continue to be, I'm just so truly disappointed & I feel like the ball was majorly dropped for us and other disabled families who attended this heavily priced event.
  

• Initial Complaint

  Date:09/09/2022

  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 am a 54 year old father. A young female disney employee lied and said I pushed her. My family were my witnesses and I will gladly take a lie detector test at my cost. I asked if disney would pull up video and I was ignored. Disney gave me a lifetime ban. Also I am with my sick daughter 1000 miles from home and spent all this money but now her first vacation since covid is a mess. This was not nice at all. If the employee had pressed charges at least I could fight this but she will not because she knows she is lying. This ban is unfair. I know it is disney policy but someone should look at the video. I would never push a girl and I am hurt to be accused of such a thing.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 8, 2022/10/04) */
  Dear *****,
  
  Thank you for contacting us on behalf of****** *******.
  
  Mr. ******* was sent a message today, October 4, 2022. Due to the nature of the comments, Mr. ******* was informed he would need to send a written letter to the Director of Walt Disney World Security after September 7, 2023 to request the trespass be lifted.
  
  Thank you for writing to us.
  
  Kind regards,
  
  Maria K********
  Services & Solutions
  Walt Disney World Resort
  
  
  Consumer Response /* (3000, 10, 2022/10/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  So your response to kicking me out and banning me while my dying daughter was on her last vacation, because your employee falsely accused me of pushing her and I know you have the video to prove she lied, is a standard note that I should wait a year and go through your process? Do you even know or did you even investigate what happened to me?
  
  **************************************************************************************************************************************************************************************************************

• Initial Complaint

  Date:09/09/2022

  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.

  On Friday May 20, 2022 I called the Walt Disney World Military Reservation line to reserve two hotel rooms for June 3-5 2022 for my family group of 7. After speaking with the agent i reserved two rooms at Coronado Springs hotel at the total price of $1000 Resevervation # ************. I confirmed that was the total price for the duration of the stay and the agent confirmed. Upon checkin with my family the front desk advised me that there was only one room under the reservation and that they only had one room left that i would need to pay full price for as there was nothing they could do. I then called the reservation line and spoke to a Mr. B**** at*********************** and explained the situation, he then advised that he would review the phone recording to confirm the info and contact me on Monday June 6, 2022 with the final outcome. For the trouble The manager comped the room under my cousins name ******************** reservation # ********** for Friday June 3, 2022 until Mr. B**** had more information. On Monday i did not hear anything from Mr. B**** and tried to contact him repeatedly to confirm the outcome of the situation with no resolve over the next several weeks. I also checked my email with nothing received. Then on September 6, 2022 i received a final notice to pay the remaining amount of $658.13 from a Mr. Randal L*** I contacted the billing dept who then contacted reservations who stated that the phone recording stated that i confirmed only one room when i have a teext message that i sent directly after booking two rooms to confirm with my family. I advised billing that they never contacted me about this for all of these months. I advised that i would be filing a complaint here with BBB as i nor my family owe the remaining amount of $658.13 per the reservations mistake that they refuse to admit as i am a 20 year military member who has no reason to lie thank you. The outlcome i want is to show remaining amount as paid nothing further.
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/09/20) */
  I am reaching out to you in reference to Case #******** from the Better Business Bureau.
  
  We received your message and wanted to follow up with you. While researching your inquiry we noticed that you were already assisted by one of our associates through a phone conversation, and that the invoice in the amount of $658.13 was paid on September 13, 2022. If you need additional help, please do not hesitate to reply to this message and a member of our team will be happy to assist further.
  
  
  
  ****, thank you again, and we wish you a wonderful day.
  
  
  Consumer Response /* (3000, 7, 2022/09/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The bill has been paid to prevent collection status and or a negative credit action that was threatened in the last correspondence i received. Furthermore Your response does not in any way address the original issue nor offer any form of resolution and i do not accept this response.
  
  
  Business Response /* (4000, 9, 2022/10/12) */
  I emailed him directly, explaining that I researched his concerns with the Leadership team at Disney's Coronado Springs Resort. They were able to locate the original call during which Mr. ***** booked his stay, which indicates that he booked one Tower - Standard Club Level Room. There was no mention of a second room being booked during this phone call. Based on this information, he is responsible for the balance of $658.13 for the additional room.
  
  Kindest regards,
  
  Sydney L*****
  Services & Solutions