Business ProfileforWalt Disney World Company

On June 26th, our family of 4 plus our niece headed to Disney for a 5 day, 4 night vacation for my daughter's birthday. We are Florida residents who have annual passes and opted to stay on-site at ************ and planned to also purchase Genie+ each day. This is relatively expensive, but we thought it would be worth it so we could get the full value of our time at the parks, ride the rides we wanted, and have time at the hotel to hit the pools.Day 1 at ***** was a bit of a disaster. We purchased Genie+ but were unable to book several of the primary rides (the reason you even purchase Genie+). ********** was down for most of the morning and when it came back it never offered ****** again for the rest of the day. Test track was permanently closed. We were actually able to book and ride frozen but it malfunctioned mid-ride and we sat for 5 minutes behind another boat in front of a frozen ****. Not the "frozen" experience we expected. Even rides we didn't want or need Genie+ for like Moanas journey of water and Spaceship earth had downtime. Bizarre day.We never would have come close to booking a Genie+ if we expected such limited use. We rode a frozen ride that malfunctioned and 3 of us ****** to bypass a 15 minute wait. It was a complete ripoff.We reached out to the merchant to resolve this issue via chat in their web app (where we booked the genie+). However, they said this was not feasible and directed us to a phone number instead *************). When calling the phone number, we were put on hold for 20 minutes and told they couldn't help us and to speak with a cast member. We attempted to talk with someone at the hotel who was incredulous at the unwillingness to assist.We were taken advantage of by purchasing a genie+ and unable to use it for rides without failure or any real advantage. When attempting to address this with the merchant, there was a complete unwillingness to address or review our concerns via chat or phone call and instead bounced around.