Disneyland Paris - overcharged payment complain advice

dalef

Hi everybody,

Having real trouble dealing with Disneyland Paris over a post stay complaint...

Basically we are in dispute of the face value of food vouchers they gave us for our stay in February.
The offer terms on the website very clearly state 'face value' for the vouchers were €62 for adults and €32 for children. Knowing this we called and pre-booked a more expensive restaurant and knew we were to pay a small additional fee.
Unfortunately when we went to pay the bill they claimed the voucher value was €31 adult and €15.50 child (half the amounts stated in the terms) and very rudely threatened us saying pay or they will get security to remove us from the park, we reluctantly were forced to pay despite showing them the terms on the website (The vouchers do not display a face value)

We have since emailed their guest services and they continue to say the value is €31/€15.50 despite me sending the offer terms as proof. They take over month to reply to my emails and despite me asking twice they still have not sent any proof that they are correct and simply tell me I am wrong despite my proof.

Anyone have advise on how to deal with this?
Is their any French/European 'small claims court' or similar this can be taken to should they continue to refuse?
Paid the bill on credit card, could I use section 75?
Booked the holiday directly on their website.


Thanks in advance for any advice you can provide.

IAmWales

Can you link to the terms and conditions please?

dalef

Its no longer on their website but I have a copy 'printed' to PDF. Here is the link to the PDF on google drive...

https://drive.google.com/file/d/0B734u9OAy7RKQ0h5OVVaTGxfTS1HQUVlVW1MVHUtVm5QV1NJ/view?usp=sharing

Face value mentioned in the paragraph: Can I use my meal voucher in restaurants as a mean of payment?


Edit: We had plus vouchers, paid in GBP but used EUR 'face value' from the Ireland site to keep it simple calculating how much we had overpaid when addressing the complaint.

Found a link to same terms (but another website) here under Terms and Conditions tab: http://www.dlparisdirect.co.uk/disneylandparis/deals/free-dine-save-up-to-15-off.asp

IAmWales

That certainly appears to be strong evidence for your case. Had you used the vouchers for any other meals that day? I read the €62 as for the whole day.

If you do want to take it further you can use the European small claims system here. I'd expect DLP to pay up, it would be cheaper defending the claim, but the French can be very stubborn so no guarantees.

(Apologies for my stereotyping of French people, no offence intended!)

dalef

Thanks for the reply! Some are very stubborn indeed as I found out!

They supply one voucher per person per meal (i.e. 2 vouchers per day, for lunch and dinner)
So I read it as one voucher should have a face value of €62?

I will let them know I indeed to use the EU court in my next email...

Do you think I could possibly use chargeback or section 75 on the credit card instead? I know I knowingly paid the bill, but we were pretty much forced...

FBaby

I think it's you who got it wrong. The terms and conditions state '

You will find below its face value to the hotel you are staying in for the full board meal plan:

But further up it states you get A free full board meal plan for Length of Stay of 3 days/2 nights. That would then mean that the face value of ONE meal is indeed £31, not £62.

I expect you got two vouchers per person for the two nights (that's what it was when I went there a couple of years ago).

IAmWales

dalef wrote: »

Thanks for the reply! Some are very stubborn indeed as I found out!

They supply one voucher per person per meal (i.e. 2 vouchers per day, for lunch and dinner)
So I read it as one voucher should have a face value of €62?

I will let them know I indeed to use the EU court in my next email...

Do you think I could possibly use chargeback or section 75 on the credit card instead? I know I knowingly paid the bill, but we were pretty much forced...

I can see your point but I think it could be read both ways. Also €62 per meal would seem incredibly generous, possibly too good to be true? This may be a sticking point.

Was there a value printed on the vouchers?

I don't think this would come under s 75, as you willingly made the payment. You may get further if you paid for the holiday by CC, but I expect you'd be met with the fact that these were "free" (although really built into the price of the package). No harm in calling and asking the question.

I'd have a search on The Dibb before doing anything, they're experts on all things Disney.

FBaby

They supply one voucher per person per meal (i.e. 2 vouchers per day, for lunch and dinner)
So I read it as one voucher should have a face value of €62?

And they will argue you are reading it wrong. Full Board normally refers to two meals a day, so even if opened to interpretation, on the basis of its name and the actual cost, I can't see how you would have a chance to argue that your interpretation was correct.

balletshoes

FBaby wrote: »

And they will argue you are reading it wrong. Full Board normally refers to two meals a day, so even if opened to interpretation, on the basis of its name and the actual cost, I can't see how you would have a chance to argue that your interpretation was correct.

full board is 2 meals per day, your lunch/dinner voucher would have had a euro face value printed on it - "plus" vouchers are, as you were told, worth 31 euros per adult voucher, and 15.50 euros per child voucher, for each voucher.

All Disneyland Paris have to do to completely refute your claim is send you a photo of a current "plus" voucher, where you will clearly see the face value on it, which is what they already told you were the values of each voucher.

You have misunderstood OP.

peachyprice

IAmWales wrote: »

I can see your point but I think it could be read both ways. Also €62 per meal would seem incredibly generous, possibly too good to be true? This may be a sticking point.

Was there a value printed on the vouchers?

I don't think this would come under s 75, as you willingly made the payment. You may get further if you paid for the holiday by CC, but I expect you'd be met with the fact that these were "free" (although really built into the price of the package). No harm in calling and asking the question.

I'd have a search on The Dibb before doing anything, they're experts on all things Disney.

I think you have got it wrong, the meal plan gives you vouchers to the approximate value of a buffet meal, which is around €30-35, depending on which buffet you use, a la carte dining is considerably more and not fully covered in by a meal plan voucher.

McKneff

Is it really worth the stress, would you not just like to move on and walk away from it all.

Youve probably used up a lot more than what you think you are owed in time and energy.

I really just couldnt be bothered for the sake of the amount and the fact that you could well be wrong.