Hello All,
Had my first mobile order entry denied at Polynesian today. My DH and I had traveled to the VA hospital in Orlando for his covid shot and made a mobile order at Capt Hooks while still in the hospital parking ramp. We’ve done this many times (MO) and I was just at Capt Hooks last Tuesday morning. As we got close to the Poly gate I hit “prepare my food”. We showed the gate guard the MO on MDE and a pic ID and he asked if we were guests there or any other resort… when we said no he told us we couldn’t come in b/c they were under restrictions. I told him we do this all the time, just last week AND they are preparing the food, I can’t cancel the order NOW
So we left, very sad! and a little mad!!! Waited on hold for 60 min w/ Disney Dining (who I knew couldn’t help) but they gave us the billing number to call to try and get our money back. I’ve emailed (b/c business hours are over) with screen shots and details of ordeal etc. My DH said, “It’s Disney they’ll make it right. Or keep escalating until they do”
BTW: I prefer MO over ADR b/c there are usually outdoor dinning areas and we are avoiding indoor dinning due to covid right now.
I think I read Disney filled all their rooms, so because they were so full up, it might be why they wouldn’t allow entry this time compared to other times.
That sucks. If only Disney IT was smart enough to limit initiating MO to current resort guests in MDE when this happens, and have some kind of message show up so you would know beforehand. It’s hard to know what’s allowed and what’s not these days.
I did think of that but not right away and my DH wasn’t interested by the time I did think of it
and @Tall_Paul1 I had the same thought, “Why isn’t there something on the MO that tells you what you are allowed to do?!?” b/c really I could make a MO from Timbuktu if I wanted .
My lesson learned: Don’t HIT “I’m here, prepare my food” until I’m through the gate
this was the first time I had done that too, but I did it b/c it was getting later and I didn’t want to make my DH wait … bah… best laid plans and all that BS
RESOVED! Disney Rocks!!! Got my money back. Would have preferred dinner
I ended up speaking w/ 2 different CMs at billing and both said, “We will be contacting security leadership at the Poly because you had a food order and should have been let in. You were not just someone wanting to go in to just ‘look around’ but an actual guest as per the mobile order.” One did say the strict reading does suggest ADR but a guest is a guest and you had food to pick up. He also said that my order made him hungry, “Now I want some Thai Coconut Meatballs” but a 90 min drive wasn’t going to happen for him
Waited on hold for 60 min w/ Disney Dining (who I knew couldn’t help) but they gave us the billing number to call to try and get our money back. I’ve emailed (b/c business hours are over) with screen shots and details of ordeal etc. My DH said, “It’s Disney they’ll make it right. Or keep escalating until they do”
and I’m trying really hard not to be really hangry about it too.
.
