Review Time
Booked via Disney for Les Nature Villages, and two days park tickets! Travelled on 4th February for our sons 10th birthday - checked in all look well, went smoothly although very slow and staff well… This hotel looks lovely, don’t be tempted. Staff on this hotel are so rude, unhelpful & actually shouldn’t even be in this industry.We were kicked out of our room at 11pm last night due to my partners covid pass not scanning however we’d been checked in for 2 days already. Been swimming etc. then all of a sudden we arrived at the gate to be told the pass was invalid & that his vaccine must have expired… since found out this is because the day after our arrival the rules changed in France & the restrictions are apparently 3 vaccines (not booster) and last vaccine within 7 months - this is what we’re told by the staff..!! Actually on the French government website it states last vaccine within 9 months & the member of staff at the hotel laughed and said oh this is always wrong! Disgusting & I will never ever recommend to anyone!!! Which ever member of staff was on shift on the main entrance barrier last night until approx 11:00pm seriously needs some training in customer service!! Missed out on a day in Disneyland Paris and 2 nights in our hotel!! Worst of all my partner could not even come and collect our belongings out of the room with me & had to sit at the main barrier and wait for me to be escorted to get it all in the lashing rain!! I also explained I had a 5 month old baby and a 10 year old who was sat crying in the front seat due to being scared of being stranded in a country with no where to go & the possibility of not being able to get home!!! Staff did not even bat an eye lid. NOT A FAMILY FRIENDLY OR CHILD FRIENDLY!! No support from Disney as a company!!!I’d like someone to contact me IMMEDIATELY! however I doubt this will happen!!!
European residents: expect terrible response time, endless waits, without updates on where you are in the queue, just silence, for hours. Response time on emails just as bad. At least a week. Do not book with these folks unless you are very sure of your plans. Also not considerate of any change in international travel policies due to COVID. Charging hefty cancellation fees despite the fluid COVID situation. While Disney US allows free cancellation when canceled more than 30 days before travel, these folks always charge a minimum 65 EUR cancellation fee pp, for the same hotel booking! Use a VPN to access the Disney US site and book with them, or call Disney US directly. I will never book with these UK folks again. Just a terrible experience altogether.
I’m really disappointed with my recent experience of WDTC. I received an email last week stating that the pool would no longer be available to use during our February half term stay at Sequoia Lodge. I rang to ask what my options were and basically I don’t have any other than to cancel. What was even more disappointing was the total lack of customer service/empathy/ understanding of my disappointment. They really did not seem to care less.
Was explicitly told by customer services call handler that we could redeem a discount offer ANYTIME after booking. We left it a week after because of this information, only to find out that the offer had to be redeemed within 24 hours of booking. We were offered no explanation or satisfactory outcome to resolve this huge financial loss at the hands of a misinformed staff member.
Disney is the only company out of 6 well know known travel companies who we have been dealing with to give us a refund for Covid cancellation holidays. Took one phone call, not on hold, very polite representative. Money back into your account within 48hours (as told it would be). The travel industry should look at Disney for the service that should be provided, not the exception. Appreciate Disney are a very wealthy company but it is criminal for companies to refuse to return your money. I think people call it stealing!! However looking at other trust Pilot reviews, it is disappointing not everyone has had the same experience as us.
Brilliant company. We had to cancel our trip due to COVID-19, and the fact the trains were no longer running from Ebbsfleet international. The team got back to me in a day with my cancellation acceptance, I called to provide my bank details for the refund, which was issued straight away. Gutted we had to cancel, but would defo book with this company again. Thank you Walt Disney Travel Company!
Absolutely terrible experience. We have been waiting since July for our refund since we weren't able to visit during Covid-19. We rescheduled our visit for September and we still do not have our refund and they charge £20 per call so my friend has to pay over £100 for the calls to get this sorted and still no update from them. Atrocious
We went on holiday last august, we had to change a few things and I must of phone about a dozen times, but each time I recieved impeccable customer service and the time they spent explaining the different items I wanted to know about, was just like talking to mickey mouse himself, they were so knowledgeable a d helpful. I would definitely recommend them to everyone.
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Walt Disney Travel Company is Disney's official holiday specialist for Walt Disney World Resort in Florida, Disneyland Paris and Disney Cruise Line.
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