Father and son walking through BOG
  • On Apr 13, 2021
    Thomas from AL 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 have purchased a package through Costco for hotel and park tickets. When trying to link our reservation to my Disney experience, it does not work. I have waited for 150 minutes to talk to a representative. Would like to talk to someone.

    Welcome to planDisney, Thomas!

    I’m sorry to hear you’re having trouble linking your Disney Resorts Collection hotel reservation and tickets. It can be really frustrating when that happens. Let’s see if I can help troubleshoot a little – it’s such a great feeling when you see everything linked in My Disney Experience and know you’ve got magic coming your way!

    I’m going to walk you through the steps using the desktop computer version of My Disney Experience, but the process is very similar in the My Disney Experience mobile app. Once logged in, click on “My Plans” and then hover over “Resort Hotel” and select “Link a Reservation.” Then, enter the reservation number provided by Costco as well as the last name of the person who made the reservation. You should have received an email from Costco with the resort hotel confirmation number. Double-check to make sure you’re not mistaking number 0 and letter “O” – that’s a common problem. If you have a separate ticket number, be sure you’re not entering the ticket number in the resort hotel reservation field. (You may not have two separate numbers; this depends on the type of reservation.) Sometimes, logging out of My Disney Experience, closing your browser, and then reopening and trying again does the trick. If using the app, make sure you have the most up-to-date version.

    If you’ve tried all of that with no success, you will need to speak with a Cast Member. Here at planDisney, we are fellow Guests who’ve been there (I have had this happen, and I get it!), but we’re not able to access Disney’s systems to help with technical issues. To reach a Cast Member, call the My Disney Experience Help Desk at (407) 939-4357. I know you’ve already experienced the longer-than-usual waits as many Guests have questions related to the phased reopening of the Walt Disney World Resort, and my advice is to put the call on speakerphone and multi-task while you wait. It’s also a good idea to call at non-peak times, like Friday night and Saturday late morning (but I admit my results vary when trying to identify times that people are not planning Disney vacations!).

    Thomas, I’m sending pixie-dusted wishes that you’re able to straighten this out easily and quickly so you can let the magic begin! If you think of any other questions as you plan your visit, please come back and see us. It’s always a pleasure to help a fellow Guest with their Disney dreaming.

    Wishing you a magical vacation and a short hold time,
thumbnail image for Robyn

Meet the Panelist: Robyn, Virginia

Hi there! I'm Robyn, and I am so excited to share my love of all things Disney with you! My proud military family loves going on Disney adventures that include enchanting moments, laughter and happy tears, and all the pineapple and Mickey-shaped snacks we can find. It's my pleasure to help you plan the most magical and unforgettable vacation in the Disney Parks. Learn More About Robyn

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