Booked a stay at Disney’s Paradise Pier Hotel in Anaheim with my platinum card and AmexTravel so I could earn the 5x points. I booked this stay in late July 2019 and it was for one night, Oct 26th check in and Oct 27th check out. My “your trip summary” on AmexTravel showed the correct dates as well as my email. I did not adjust this booking at all.

When I got to the front desk with my friend they couldn’t find my reservation. The Disney hotel called their reservation department and tried looking for it and couldn’t find it. Amex doesn’t provide ANY Disney confirmation numbers, the Trip ID and the confirmation number in the AmexTravel email are only traceable on the Amex side of things. The Disney cast member that was trying to check me in tried to call a couple numbers (I believe one was a direct Amex number and the other maybe a travel portal number?) and neither answered. Because of this he had to have me hang around as he called the general AmexTravel phone number to speak with a low level Amex rep. Back and forth of me validating my identity with different reps and the Disney cast member trying to explain the problem we were having we finally got to a manager that was able to find the reservation and figure out what happened (and re-send the reservation to the hotel, which could take 10 or 15 minutes we were told). From start to finish I was at the Disney front desk for at least 30 minutes but probably closer to 45 minutes, all while I had a lunch reservation that was being missed. Not only did this interfere with my lunch plans, it made me feel a little embarrassed in front of my friend that maybe I hadn’t booked it right or accidentally cancelled or something. FINALLY it turns out that AmexTravel had booked the stay for SEPTEMBER and not October, even though logging into the AmexTravel site showed October and my email showed October. The Disney hotel waived my parking fee for me when it was 100% NOT their fault, but I would like to let AmexTravel know how poorly this check in went and that they must have issues in their system. I don’t care if a 3rd party handles Amex’s travel bookings, if Amex forces platinum card holders to use their portal that is 100% branded Amex, I feel it’s THEIR responsibility to own up when issues happen.

Is there an email I can use to alert Amex to this issue I had and am I right to ask for anything for the extended check in hassle? If so, what? MR points? How many? Every minute I was at the front desk was messing up my lunch reservation and keeping me from being in the Disneyland park during my very tightly packed vacation.


Also, as inside knowledge for us here, apparently AmexTravel reservations are HAND BOOKED?! How else could a reservation date get changed without updated the “your trip summary” or the confirmation email? This has me very worried for the future because when I previously used AmexTravel to book a Disneyland hotel Amex was NOT able to get me an actual Disney Hotel confirmation number and the Disneyland Hotel reps could NOT look up any reservation using the Amex data. So last year I wasn’t 30 minutes on two different calls just doubling checking the reservation just to find out that it can’t be verified, which is why I skipped trying to do that this year…