Disneyland Paris - overcharged payment complain advice

dalef

@balletshoes - There was no face value on our vouchers unfortunately, I wish there was...

Thanks all. I kind of see your points but a part of me still believes I am right...so you think they mean that the €62 is actually split between the two vouchers? (I won't go into the fact we actually had a third 'snack' voucher for the day which could further devalue the vouchers)
It doesn't say €62 per day.

If that is what they mean it still isn't very clear to me...I read it as a single voucher has a €62 face value.
You can use your meal voucher for its face value in any restaurant of the resort...
....You will find below its face value to the hotel you are staying in for the full board meal plan: Meal Voucher Plus €62 (Adult) €31 (Child)
I cannot see how that means face value of a single voucher equals €31.

I know the €62 price sounds generous however the cost of the 'premium' voucher restaurants are extortionate and €62 wouldn't cover their cost! Hence why premium vouchers face value is €102. (I guess that means the value is actually €51, which isn't enough...)
Plus voucher restaurants were generally around €45 so again, my voucher value at €31 wouldn't have covered the cost of the meals we were offered on previous days..further making me believe that the value was €62.

Even though you have all explained what they really mean (they have never told me this), to me these terms are still ambiguous and open to multiple interpretation.
Had I been told this in the call when pre-booking restaurants or had the vouchers had a value on them I wouldn't have bothered....

dalef

McKneff wrote: »

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.

It's £155 that we have overpaid. A lot of money to me, sending 2 x 10 minute emails to them seems worth it... if it carries on though yes I may have to leave it.
Its more the principle though, the terms aren't clear.

Voyager2002

dalef wrote: »

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...

That could be a sensible way forward, assuming that the vouchers were part of a package for which you paid by card. You can produce good evidence that as part of your contract for the holiday you paid for vouchers with a value of X, but when you attempted to use them they were only accepted as being worth X/2, meaning that you did not receive the goods/services for which you paid.

Personally I would, in your situation, try this with my card issuer but not take it any further. The hassle and expense of using the EU court system would really not be justified by the amount of money at stake.

knightstyle

There is an organisation in France which is like Which, after joining it gives help to members in disputes like this. Go to the expat sites and ask if anyone is a member and will help you. https://www.quechoisir.org
https://www.frenchentree.com https://www.angloinfo.com

balletshoes

dalef wrote: »

@balletshoes - There was no face value on our vouchers unfortunately, I wish there was...

Thanks all. I kind of see your points but a part of me still believes I am right...so you think they mean that the €62 is actually split between the two vouchers? (I won't go into the fact we actually had a third 'snack' voucher for the day which could further devalue the vouchers)
It doesn't say €62 per day.

If that is what they mean it still isn't very clear to me...I read it as a single voucher has a €62 face value.
You can use your meal voucher for its face value in any restaurant of the resort...
....You will find below its face value to the hotel you are staying in for the full board meal plan: Meal Voucher Plus €62 (Adult) €31 (Child)
I cannot see how that means face value of a single voucher equals €31.

I know the €62 price sounds generous however the cost of the 'premium' voucher restaurants are extortionate and €62 wouldn't cover their cost! Hence why premium vouchers face value is €102. (I guess that means the value is actually €51, which isn't enough...)
Plus voucher restaurants were generally around €45 so again, my voucher value at €31 wouldn't have covered the cost of the meals we were offered on previous days..further making me believe that the value was €62.

Even though you have all explained what they really mean (they have never told me this), to me these terms are still ambiguous and open to multiple interpretation.
Had I been told this in the call when pre-booking restaurants or had the vouchers had a value on them I wouldn't have bothered....

but there you see, you've kind of answered your own question - you booked a "plus" meal plan, so how would it make sense that each "plus" plan meal voucher would have a value of 62 euros, when, according to you yourself, plus plan menus in participating restaurants only cost 45 euros? (advertised menus online typically have their price as around 35ish euros).

Premium plan restaurants do start at around 65 euros per adult, the 102 euros voucher value when you buy a full board premium plan is still for 2 meals per day, and those vouchers are still valid for premium plan menus because you're paying in advance for them (and also most people don't just go to premium menu restaurants at DLP for all their meals, not only would that be very expensive, its also very restrictive as there are so few of them).

the 3rd "teatime treat" voucher per day which you got included in your meal plan doesn't have a separate cash value (as in, you can't use it buy what you like in the participating restaurants, its only valid in exchange for set certain food and drink items).

I do agree with you that its confusing, but I really don't think you'll get anywhere regarding being overcharged, with your interpretation of the value of your full board meal plan vouchers, compared with what others interpret it to be.

FBaby

The confusion is that you read a meal per voucher when what they say is a Meal Plan per voucher, a Meal Plan being two meals per day.

I too agree that the wording is misleading but they haven't done anything wrong. They could always argue that if you were not clear on what it meant, you could have asked before seating down for the meal.

dalef

Thanks all for the links and advice.

but there you see, you've kind of answered your own question - you booked a "plus" meal plan, so how would it make sense that each "plus" plan meal voucher would have a value of 62 euros, when, according to you yourself, plus plan menus in participating restaurants only cost 45 euros? (advertised menus online typically have their price as around 35ish euros).

This further confuses me, that would mean the voucher value at 31 euro didn't cover the cost of the menus they included in the Premium, 62 euro did. (Bistrot Ches Remy menu was 39.99 euro plus cost of a drink)
Staff told me these vouchers were like 'cash' to them, so 31 euro cash wouldn't be enough to pay for a meal...

I still think these terms don't make it clear.
Full Board Meal Plan includes 2 meal vouchers per person
'If you stay at Disney's Sequoia Lodge, Disney's Newport Bay Club, Disney's Hotel New York, you will get a meal voucher "Plus'
You can use your meal voucher for its face value in any restaurant of the resort...
....You will find below its face value to the hotel you are staying in for the full board meal plan: Meal Voucher Plus €62 (Adult) €31 (Child)

Full Board Meal Plan includes 2 meal vouchers per person. You will get a (singular) meal voucher "Plus" meal voucher...You can use your meal voucher for its (singular) face value in any restaurant,,, You will find below its (singular) face value ... Meal Voucher Plus €62.

The voucher has no face value printed on it so I can only refer back to the terms.
I read that as I get two vouchers, a (singular) voucher has a face value of 62 euro. I fail to see how it means the value is split. I asked when pre-booking the restaurant about using the voucher as part payment, it was fine, until now, at no point did I read the terms and question the vouchers value being less, so had no reason to double check the value prior to eating.

I know now I have interpreted it differently to others, however I believe they could very simply made this clear to me by:
a) putting a face value on the voucher - as others have received.
b) said the 62 euro 'face value' is per 2 vouchers. (i.e. simply wording it as 62 euro per day works)

I don't know if I intend to take this any further, however ambiguous terms should always be ruled in a consumers favour if its open to interpretation (in the UK at least) I cannot see how it could be ruled any differently based on how the terms are written.

Voyager2002

dalef wrote: »

Thanks all for the links and advice.

I don't know if I intend to take this any further, however ambiguous terms should always be ruled in a consumers favour if its open to interpretation (in the UK at least) I cannot see how it could be ruled any differently based on how the terms are written.

Unless you plan to take this to court (which would not be sensible) you do not need to get into this level of discussion. Quite simply, you bought a package including the vouchers and paid by card; you had good reason as you have documented to believe that the vouchers would be accepted by the restaurants up to a certain value; however the restaurants only accepted them up to a lower value. That is really all that your card issuer needs.