Mickey and Minnie Statues in Front of Fireworks
  • On Oct 22, 2022
    Sharon from Tyne and Wear Asked Please note that experiences, policies, pricing and other offerings are subject to change and may have changed since the date of this answer.

    We are currently on holiday and we purchased Genie+ when we booked. Guest Services say it is not on our booking. Have you any advice?

    Hello Sharon,

    Welcome to planDisney, and thanks so much for reaching out to me with your concerns.

    I'm so sorry to hear your holiday at Walt Disney World Resort has begun with some less-than-magical news pertaining to your Disney Genie+ purchase which was made as part of your original booking from the UK-based Walt Disney Travel Company.

    My best advice would be for you to check back on your Disney Will Call confirmation emails which should provide full details of your Magic Ticket and Disney Genie+ purchases.  After finding your original booking confirmations, you'll be able to speak in person once again with Cast Members at any Guest Relations location, Lobby Concierge, or Front Desk Services at your Disney Resorts Collection hotel.

    Sharon, I'm happy to share with you that in my own personal experience, Cast Members are usually more than willing to work with Guests to find the very best way forward with any hiccups or technical glitches found within My Disney Experience.

    As a last thought, if you so wish you could also speak with Cast Members over the phone by dialling the most appropriate numbers found on the touchpad on your in-room telephone in your Disney Resorts Collection hotel.  Or, by dialling the numbers for Existing Tickets or My Disney Experience, MagicBand and MagicBand+ contained within this handy Walt Disney World Resort Phone Directory.

    I sincerely hope I've been able to provide both some advice and reassurance for you today Sharon.  Please know it's my hope that with just a little extra faith, trust, and pixie dust you'll soon be able to carry on and enjoy the rest of your jolly holiday at the most magical place on earth.

    Have a great Disney day ~ Jane

    Your UK-based planDisney Panellist


thumbnail image for Jane

Meet the Panelist: Jane, United Kingdom

As the UK "Mum" on the planDisney Panel I'm able to assist those lucky Guests visiting Walt Disney World Resort from the United Kingdom who generally enjoy a whole 2 week magical stay. The planning and organising of resorts, Advance Dining Reservations and extra pixie dusted holiday fun for solo travellers, large or small family groups is my absolute pleasure! Learn More About Jane

Related Video

  • thumbnail image for Technology | planDisney Podcast – Episode 8

Didn't find what you were looking for? Click the Ask a Question button to open the Ask a Question dialogue box. If you are not logged in a dialogue box will appear to signin in order to ask a question.

To submit your question, please log in now if you have not already done so.

Ask a QuestionOpens the Ask a Question dialog box.

Update Browser

For a better experience browsing this website, please download an updated version of Internet Explorer.

Or you can continue browsing without updating.