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Old 18 May 19, 10:06 PM  
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Mickey's Magic
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Complaining to DLP

Does anyone have any recent experience of complaining to DLP? Have you just received a generic response saying thank you for your feedback? Where is the best place to complain? We had a terrible experience at Breakfast at Plaza Gardens - complained at the time which fell on deaf ears!
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Old 19 May 19, 07:02 AM  
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Originally Posted by Mickey's Magic View Post
Does anyone have any recent experience of complaining to DLP? Have you just received a generic response saying thank you for your feedback? Where is the best place to complain? We had a terrible experience at Breakfast at Plaza Gardens - complained at the time which fell on deaf ears!
Ah bummer Best place to go is City Hall, which is located on the left hand side just as you go in to Disneyland. Or, if you're at Disney Studios there is Studio Services which is located just on the right hand side after you have gone through the turnstiles.

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Old 19 May 19, 12:37 PM  
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Sorry to hear you’ve had a experience bad enough to warrant a complaint.
I’ve heard that for WDW issues, they really respond to social media complaints, especially Twitter. I wonder whether the same is true of DLP? Might be worth a try. Contact them via @DisneyParis_EN or, for questions and comments it says contact @DLPHelp.
Let us know how you got on.
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Old 19 May 19, 12:44 PM  
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Alternatively there's:

dlp.guest.communication@disneylandparis.com
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Old 19 May 19, 01:26 PM  
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Don’t expect a swift reply though, emails take a very long time to get answered and you may just get brushed off initially.

You will need to be very clear about what happened, what you did to try and get it sorted at the time and why their response was not acceptable. Also be clear about what you want them to do - just apologise, or promise to revise their procedures, or refund the cost?
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Old 20 May 19, 12:57 PM  
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Yes be specific. If it happens next time you go you really do need to go city hall. Leaving it till you have left will be frustratingly slow and you may not get it sorted.
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Old 20 May 19, 01:16 PM  
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Hi All, Thanks for your advice so far! We did go to City Hall but didn't really get anywhere whilst there to be honest which I found quite surprising as the CM's there are usually really helpful. Without going into the in's and out's of the complaint we didn't get seated for half an hour at Plaza Gardens (despite pre-booking) and missed out on half the characters and only got the left overs on the "all you can eat" buffet. We turned up on time for the sitting but pre-booked guests didn't get any priority over the non pre-booked guests which was a little strange! Wasn't impressed with the organisation at all!
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Old 20 May 19, 01:59 PM  
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Originally Posted by Mickey's Magic View Post
Hi All, Thanks for your advice so far! We did go to City Hall but didn't really get anywhere whilst there to be honest which I found quite surprising as the CM's there are usually really helpful. Without going into the in's and out's of the complaint we didn't get seated for half an hour at Plaza Gardens (despite pre-booking) and missed out on half the characters and only got the left overs on the "all you can eat" buffet. We turned up on time for the sitting but pre-booked guests didn't get any priority over the non pre-booked guests which was a little strange! Wasn't impressed with the organisation at all!
I wouldn't let it go away if I was you. These meals aren't cheap, and if I didn't get the value I expect, I would be making a very clear and specific request for compensation. Not necessarily the done, or British, thing but if I don't complain they don't have an opportunity to help put things right. Good luck and let us know how you get on.
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Old 22 May 19, 08:43 AM  
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I would normally make a complaint at the concierge desk at the hotel you stay in. It's normally much less crowded and they tend to listen better.
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Old 22 May 19, 08:55 AM  
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Originally Posted by aj2703 View Post
I would normally make a complaint at the concierge desk at the hotel you stay in. It's normally much less crowded and they tend to listen better.
I wish I'd of done that to be honest instead of going to City Hall!

We booked through WDTC for this trip so I've put the complaint through them so we'll see!
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