WL Disappointment!

[HookedonMagic]

We tried the WL for the first time a few weeks ago. My husband is active duty military, so we booked a courtyard view room at the military salute rate of $182.50 per night. What a disappointment!

From the moment we entered the lobby (which is beautiful!) we encountered less than enthusiastic castmembers. We asked our front desk cast member about purchasing our park admission using the military salute discount...she had never heard of it and said we had to go to SOG. I knew she was mistaken, and decided to simply ask another cast member later. We were early for check-in and our room was not yet ready. We were told to check back in an hour. Fine with us, we planned for that and had a day bag with bathing suits packed.

We headed to the pool, which was very crowded (not one chair available) and finally ended up on the little beach. My husband and daughter rented water mice to pass the time and really enjoyed them. At about three (two hours later) we decided to check on our room. No luck...not ready and don't ask again for thirty minutes. At 3:30 we checked again and were told because we had done a special FAX request for a geyser view room we would have to wait and be patient. By then we were tired and just wanted to settle in, but the hopes of getting a special request room kept us happy and we enjoyed a snack while we waited. My daughter began searching for hidden mickeys in the lobby (she had to ask three CM before she was given a sheet!)

Finally, at 4p our room was ready. Excited, we headed upstairs. And what did we find...our special request, courtyard view room had scaffolding and two men working on the balcony! Not only did we not have a geyser view, we had no view at all. We had to keep the drapes closed the entire trip because workmen were there everyday! When we called to inquire, we could feel the CM roll her eyes...she informed us that we had a "cheap" rate and could not expect more! It was terrible. So, for $182.50 per night we had a view of nothing and a dark, small room with constant noise from the outside workers! We all felt that we would have been better off at a Marriott.

During the rest of our stay, we continued to be underwhelmed by the WL and its staff. As a group, they simply weren't very friendly or helpful. We had enjoyed a wonderful meal at Artist Point in October, but this trip was a different story. I'm pregnant, so obviously not drinking wine. Well, the waiter acted personally offended that we weren't ordering drinks and we felt like his "second class" table after that. When my appetizer was served with a plastic top in it, I didn't even complain. I had given up hope of satisfation at that point.

I know our experience at the WL is the rare exception...we tried the resort because of the many great reviews that it receives. We love Disney, and the on-property resorts, and are always quick to praise its excellent service and special touches. I've waited a few weeks to write about this negative experience because I almost feel guilty that I had it! At any rate, here it is...our first (and cross my fingers!) only negative review of a Disney resort!:(

[Blondie]

Wow, sorry your stay wasn't what you'd hope it would be. I haven't read anything negative about the WL in a while. I wouldn't have been too happy with that room either. And why should it matter to the CM checking you in what rate you paid? It's really none of their business!

It would seem, from what I've been reading, that since September 11th, all the staff cut-backs is really affecting the morale of the CM's, not only at the resorts and parks, but at CRO as well. I hope things perk up soon....I hate to see Disney losing the magic and good customer service it's known for.

[Neeter]

I'm sorry you didn't have a great time at the WL. Also, don't feel bad about posting a negative report. In my opinion there just is no excuse for bad service.

The WL seems to be known for it excellent service in the past. So, if it were me I would e-mail/fax the WL manager and let him know of your experience there. I am sure this is not what he would want his resort to be known for now.

I realize that the CMs are stressed after all the cutbacks, etc after 9/11... however how long are we going to let that be the excuse for bad treatment?!? After all these CMs are the lucky ones, they still have their jobs.

[Blondie]

Originally posted by Neeter
I realize that the CMs are stressed after all the cutbacks, etc after 9/11... however how long are we going to let that be the excuse for bad treatment?!? After all these CMs are the lucky ones, they still have their jobs.

Excellent point Neeter! Maybe it's time to stop using 9/11 as an excuse!

[jennymouse]

Ewwww, I'd have to write some letters about this. I don't care, $189 is still high dollar in my book for an experience like that! So much for thier "Military Salute". I not only would write the manager of WL, I'd find out who to write to higher up too. I'd also let them know that you are posting your experience on different WDW websites as well....maybe they'll do something to make it up to you.:mad:

[Clare]

I don't think you should feel a bit guilty about posting your bad experience. After all, most of us read these boards to get people's honest opinions/experiences at the resorts. If everyone only posted the good things, I would have no reason to read them since I wouldn't be getting all the opinions.

I'm sorry you had a bad experiece at WL - hopefully it's the exception and not the rule - and I hope you still had a good vacation (in the parks etc.) in spite of the bad resort experience.

[zurgswife]

I would also definately start a letter writing campaign....
and list all the things you pointed out in your post...especially that the CM said that you got a cheap rate and that you should not expect more...:mad:

There are some things beyond there control...but they new that the room you were waiting for had scaffolding and men working..I would think that they wouldn't have even used that room due to your privacey being invaded....

[Gillian]

I am so sorry to hear that you weren't treated well! It's one thing to not get the view, or even to have to deal with construction, but to have the CMs be so uncaring is sad.

I also think that you should write to Disney. There are a bunch of addresses on the rumors board. don't know how up to date the list is, but you could always post there & someone will help out. Here is a link:

http://disboards.com/showthread.php?s=&threadid=84539

[Cinderella]

You should definitely write and complain. I know some may say you should have complained to the manager at the time but, it is difficult complaining at the time, as you feel as though you don't want to spoil your trip even more.

I have always had great experiences at the lodge but, I would not have been happy if I had been treated the same as you. You should not have had to accept that room just because you had a low rate. I bet they wouldn't have advertised it a "Low rate due to room renovations." In fact I am pretty sure that they actually closed part of the GF when there was scaffolding on the building.

Sorry you had a bad experience and I really hope this hasn't put you off the Disney resorts but, I do hope that they compensate you in some way.

[Mom of Sleepy, Bashful and BabyDoc]

Annita- couldn't agree more!!!!!

HookedonMagic - I am so sorry your trip was not "hooked on magic".

From one who has stayed there and loved everything about the WL (and returning in Dec.), there is NO excuse for treating a customer like THAT!!

I would DEFINITELY e-mail the WL directly AND to whatever customer service area Disney has(I'm sure someone on here can give you an address). This should be brought to someone's attention.

I'm not saying that WL can't have an off day and NO hotel is going to be perfect all of the time, but don't you think a little courtesy goes a long way. Say for instance, the REAL reason you got that "less than desirable" room was that the cleaning ladies were late in getting their jobs done(hey, sometimes things just take longer) , they had NO more geyser rooms left and all of the rooms at your price level were full. OK. This is what I would like to hear from the front desk......

"We're so sorry this is taking so long. We are not able to give you your request for the geyser room and the only room we have available(if this was true ofcourse) is one that the balcony is being worked on. We could give you a further discount on this room (or offer a discounted, "next level" room), or find you something else on property. "

Now maybe they couldn't do the discount thing...whatever. But wouldn't honesty and courtesy go a long way here. Why do some employees in service industries think that lying or making up tales will make us feel better. They told you the reason that is was taking so long was because of your room request of a geyser room. Well you didn't get a geyser room, so what was THAT all about. Just tell us you can't give us our request and don't let us be surprised when we pull back the curtain.

Sorry I'm rambling here. Maybe they were just having a REALLY OFF day, I don't know. And maybe they were new and didn't know how to handle the situation. But at least they could have offered you free drinks at Roaring Forks while you waited.

[jaguar9748]

Wow - what a disappointing visit for you. I had one of those the last time I was at POR when it was still Dixie Landings. Also the first time I was at Coronado a housekeeping supervisor threatened to throw us out of our room because we were over our stay - turned out he had the wrong room! I encourage you to send an email (log onto to the disney internet site and send it from there). Both times this happened to us Disney responded to our concerns quickly and satisfactorily. They want to know everything their customers experience from the good to the bad!

[eeyore0062]

Wow, I am really sorry to hear about that! I was disappointed in WL, too, but not because of the staff---they went out of their way to make sure everything was great, and even called our room to make sure and offer any assistance we may have needed. I just thought that the rooms weren't big enough and that color scheme was drab. I also didn't like the restaurants.

As for the CM problem you encountered, that seems really strange. Usually you can pre-check in, get your ticket media, store your luggage, and be on your way. Guest relations should be have been able to help you with the Military Salute tickets. As for the room, I would have asked to speak to a supervisor and told her/him of your concerns... even if they didn't have exactly your request... and afterall, it is only a request... they should have been able to have accomodated you with a courtyard view of the quiet pool. We had this in Dec 2000 and it was satisfactory and very peaceful on that side. No, it was not what we requested, either, but we also had a discounted rate, and figured maybe that was why.

As for the pool, unfortunately that can happen at all of the pools, especially in the middle of the day, when everyone decides to take a break from the parks at the same time. Did you think to check out the other pool over by the villas?

I am sorry you were so turned off by this resort. It usually have a wonderful reputation, and is a favorite of many guests. I agree, you need to let someone know of your disappointment... not to seek anything, but just to let them know, so others won't experience the disappointment you felt.

[Wonderlandmom]

What a shame!:( Actually the only problem we had at WL in Dec. was with the CM's. They pretty much said we were lying and did NOT request a bedrail or iron! We had done so at the front desk and with lodgekeeping several times. We did get an apology later when they did track the request("s!!)down. How awful they put you in a room with scaffolding! :eek: They must have been booked and desperate?? I would complain with an e-mail or handwritten note for sure! Good luck.

[CrzyforPiglet]

As someone who used to work in the service industry I think their behavior was inexcusable. Anyone in that position should treat every guest just like that - a guest. You can really tell the people who have pride in their jobs because they treat their workplace like their home and would be offended to have someone feel so bad. I would definitely write a letter and outline your concerns. With that said I would make sure that in your letter you only outline those items which could be corrected in the future. Mainly the rude behavior of the CM. Unfortunately eeyore is right in that during peak periods you might have peak people at the pool. In addition, I'm wondering if the hotel was full and unfortunately you and your family got the short end of the stick in rooms and got one with workmen!! I would be extremely disappointed but really what can the hotel do.

Overall they should have been upfront and honest with you. They should not have commented on the price paid and should have treated you with kindness. I hope that Disney listens to your concerns and your next trip to WDW is much more magical!

[Jen D]

I am so sorry you had a disappointing experience-- there is no excuse for the rudeness and indifference you encountered. I hope you do write a letter-- this resort has a good reputation and they should know about stuff like this.

Thank you for posting your experience.

[Boots]

I have stayed at the WL three times, the last time almost two years ago. We too had problems with a CM. I had booked two rooms and paid for them when we arrived. The day we were to leave I noticed our phone light blinking. The front desk said we owed $50 more on each room. I went down and thankfully I had our original cofirmation papers from well over a year earlier and everything was straightened out. But it took a while and I was very upset on the day we left. One CM was very rude to me and acted like I was trying to get out of paying them the extra money. Also my family didn't like Artist Point. I had heard so much about it, but we didn't think for the price we received very much food. We each had our meat, about 4 green beans, coucous, and one apple slice. It was like for the price we paid something was missing. I know I am in the minority on AP but we have no desire to ever eat there again. Also I don't know if we will ever stay at WL again. I think I am ready to try someplace else.

[DeeP]

That is such a shame that you had to experience this kind of treatment and it is definitely not what Disney wants for their guests. I would write to the manager of WL and describe everything that happened to you. There is no excuse for anyone to be treated this way anywhere and especially not at Disney.

[kylara]

Im sorry your stay was not good, but I agree with the others who say you should write and complain. They NEVER should have said anything about the rate you are paying. Good thing you are so calm, I probably would have shot back with a comment about it being the military rate because out military is serving our country and Disney thought they deserved a lower rate.

As for AP...I have been once and didn't care for it. Felt the same way when I didn't order a drink. Plus our waiter was training someone so we had two waiters to act that way.

Hope you write and please keep us informed of the outcome.

[Disneydenise]

I am sorry you had a less then adequate experience with the WL. I have noticed thru the years that the CM's have not been quite what they once were. We just returned from a short tip to the CBR. I was disappointed in the CM who checked us in too. She was not at all friendly and neglected to tell us some things that if I had not ever stayed at a Disney resort wouldhave needed to know. She never even asked if we needed passes to the park. I found that odd. It was 6PM when we checked in so maybe it was the end of her shift and a long day. I do think that moorale is down but I think that in the last 20 years since I started going to WDW I have seen a big change in the quality of the staff. Many of the older CM's are still the best in the world and some of the interning college kids were great but they aren't burnt out yet I guess. I enjoyed the CM's in the park much more this last trip. Of course I have been going to the World during the summer months for the last 12 years ad the attitude could have been from the stiffling heat they poor CM's endure each day. I have t say that when I went over to visit my DD at te All Star Sport the CM's that were there were great. I was only there for a half hour but they were ready t go looking for my DD who was there on her class trip. It was a different atmosphere entirely overthere. The most remarkable thing to me was how very nice everyone was and the place is not a 5 star resort. I guess I just expect more when I am paying so much more.
As for the military discount given the current world situation right now I for one want to give you a big THANKS for all you are sacrificing for our great country and our freedom. I know I couldn't do it. I encourage you to send at least an email to Disney I think that the powers that be need to know that the mouse is getting tarnished and really no one wants that to happen.

[Gabrielle]

What a shame ... I'm so sorry you had a bad experience!

Sounds like our first trip to WDW in '86 - we stayed at the Poly and had a series of incidents like yours.

I'm with everyone else in urging you to write to Disney. Good luck!

[josierac]

Sorry you had a bad experience. The WL is one of my favorite resorts.

I do have one question for you, you sayed you stayed there a couple of weeks ago. Was it during easter break? If it was maybe the resort was up to capacity. No excuse for the behaviour but they may explain the room.

[the Legend]

... for bad service especially if that is one of your companys (in this case, Disneys) major selling points.

I have booked WL for 4 nights in Sept and would not tolerate this regardless of the price. After all the brochure claims 24 hours in the Magic not 16 or 12 ...

Using the price paid as an excuse is straight up discrimination ... I would say that most patrons would be staying on some discounted (DC, AP, AAA etc.) rate and how rude to suggest that the Military or Rescue services are less deserving than any other WL patrons for the service only Disney is known for.

Instead of been down in the dumps, CM should be thankful for the jobs they have and do whatever is possible to ensure they are recognised as a staffer of value. Having been thru and survived three downsizings over the last 10 years, I can squarely put it down to my experience and willingness to go the extra mile (I work in IT) that seperated me from my ex-colleagues.

Also 9/11 is and was never an excuse for poor service. It maybe the excuse that Disney used to push it planned closures and redundancies ahead. But those in the know knew these were in the pipe long before 9/11. Easter/Spring break showed that the crowds will be back for what looks like a bumper Summer and if the patrons can get past 9/11 (dont think we'll ever get over 9/11) surely WDW staffers can as well.

I would urge you to complain as this behaviour is unacceptable at any hotel let alone Disney. Even if you are not compensated, I hope your complaint will mean noone else would have to endure this treatment. You will achieve something not only for yourself but all that follow you to WL and maybe encourage CMs to meet the expectations we are Guest sought. That would indeed be the greatest Salute of them all!

[madcoco]

Sorry to hear:(It should have been disclosed to you that refurbishment would be going on and it is none of the CMs business what rate you paid.I have heard this happening to some folks at the S andD Sorry you had a bad experience.We have ate at AP probably over 20x over the years and have never had that problem.My wife doesn't drink.We have on rare occasion ran into grumpy CMs behind the counter but what you experienced is very uncharacteristic of this property.You do need to file a formal complaint. Wish you well with the upcoming new edition.:)

[fortwilderness]

I stayed at the Wilderness Lodge way back in 1995 and loved the whole experience EXCEPT for the extremely rude CM that checked us in. He acted like we were ruining his day because he actually had to do something. We were a late check in - around 8 pm - and I guess he was not in the mood to check someone in so late. We didn't have special requests or anything - we just wanted a room ! He was lucky that my mom didn't slug him from across the desk :) He made her so angry that she complained to a manager the next day about that CM. I think that she got more angry the longer she thought about it overnight. My mom didn't try to get anything for the "annoyance" but just wanted the manager to know what had happened.

But I still wouldn't let that keep me from staying there again. The WL is just too nice. I agree with some other posters and would definately let Disney know about all of your misfortunes at the WL. I bet the rude/apathetic CM's you encountered have offended more than just you and the more people that complain the more chances that they will be reprimanded or removed.

[Tinkbell]

The treatment they gave you was just plain RUDE.:( Discount or not, everyone should be treated with respect. Sounds like that nasty CM has some resentment with those using a discounted rate. Hey, if it weren't for those discounts, many of us would not be giving them business at all! And the front desk people should have never led you to believe that you were getting the view you requested. Sounds like they went out of their way to give you the worst possible view!:mad:

[SnowWitch]

When I read "you received a good rate and shouldn't complain!" It brought back memories of our last stay at the WL. I won't bother with the details except to say we had booked a woodsview and we received a parking lot view with a few trees. I requested a new room and was basically told the same thing. When I requested a supervisor and informed him this was our 4th stay in a deluxe in 12 monthes and didn't feel that our AP rate should be held against us, he found us another room. He wasn't happy having to do it and I left after that trip 3 yeras ago and HAVE NOT stayed at the WL since!!!!!!!!! Its a beautiful resort but I like good customer service and hearing they still like that excuse just ANNOYS me!!!!!

[gepetto]

I can't believe they'd give you a room with men working on the balcony. That's awful. Has anyone suggested calling WL and complaining to the general manager?:)

[HookedonMagic]

Wow! Thanks for all of the supportive posts!:D I really was feeling guilty about posting our "less than magical" experience at the WL. I plan to take your wonderful advise and write the lodge's general manager. I'll update with a response, if/when I receive one!

To answer your questions: Yes, we knew that our requests were just that...we never expect them to be filled, and in fact, didn't even reiterate them upon check-in. We would of been perfectly happy with a courtyard view room with a view of anything BUT men working on the balcony! The CM who brought up our special requests really shot herself in the foot...SHE set our expectations, not the other way around.

And yes, we did go to the "quiet" pool at the Villas. While not as overrun as the main pool, it too was very crowded and we noted several toddlers sans diapers swimming. Yikes! (Not Disney's fault, just not very inviting!) I guess we've been spoiled by the other deluxes with quiet pools that are actually quiet!

And yes, we were at the WL shortly after Easter. We expected it to be more crowded than usual, but we didn't expect to be treated badly for being one of the crowd! The parks were particularly crowded, making the resort even more important to the vacation. Our room was so uninviting, it really put a damper on things (and hey, I'm pregnant, so maybe more sensitive to everything right now!)

And finally, we had already taken our "big Disney" trip this year...in October to the GF and enjoyed a very magical (only slightly discounted!) vacation. The only reason we even went on this trip was because of the Military Salute discounts. We have all lived under the added stress of my husband being in the Air Force since September 11 and we felt that a little Disney magic would do us all some good! We managed to salvage a good vacation, not because of the WL, but inspite of it! Disney is still a wonderful vacation destination and we will return time and again! :cool:

Again, thanks for the support! I hope that if you are about to make the trip to WDW, you have a terrific time and encounter the magic around every corner!:)

[Ajax]

'Hooked' said-

'I really was feeling guilty about posting our "less than magical" experience at the WL.

I know the feeling! When my wife came back from WDW in February complaining about service that wasn't up to the standard we have come to expect, I almost had her arrested for blasphemy! I couldn't believe my ears.

But you are 110% right in complaining. With the amount of coin that we collectively pour into the Disney coffers, what you endured isn't to be tolerated! And your efforts may result in corrections that grant another fellow traveler the stellar service we've come to expect, and deserve, at WDW.
So in a sense, you've 'paid it forward'!
:D

[Buzzsgramma]

We were at the Lodge just this month....no complaints....but when DH and I were getting on elevator a couple had their suitcases and we asked if they were going home and they said they were moving to another room because the one they just left was being worked on( outside of their balcony)...we ate at Wispering Canyon and it was fun and good as usual. CMs were fine..I LOVE the LODGE......

[klmall]

We too had a disappointing stay at a Disney resort recently and it's nice see all the positive reactions this group is sending you! (Some of the responses I received weren't so supportive.)

I too, would complain in an appropriate way. And I hope you receive one of those "feedback survey" postcards in the mail that give you a password and web address. When I received mine last weekend I took the half-hour to respond and noticed that Disney's e-mail address for communicating complaints etc. was given at the end. Once I write my carefully worded letter I will send it to Disney.

Good luck and you did deserve better treatment in all circumstances you mentioned!

[Bashful2]

I'm glad you're going to write a letter to Disney about your experience. There is no excuse for the way you were treated and I would hate to see it become the norm. To me, much of the magic of WDW comes from the treatment you receive from the cast members.

We stayed at WL for the first time over Thanksgiving and fell in love with it. All of the cast members we encountered were great. Not one of them mentioned the cheap rate we got ($154 + tax) and all went out of their way to accomodate us.

We're taking another trip in October and are thinking about WL again. I'll be very upset if we encounter the same rudeness you did.

Good luck with your letter writing. Please be sure and post the type of response you receive.

[MJames41]

I'd like to thank you for posting. I hope you definately complain - you have a legitimate reason to. You were there on the military salute - well, with that comment from the CM, I would consider that a very poor salute. It doesn't matter how much you paid, you should have expected and recieved special handling. Disney did this to give special attention to the military, not poor attention.

I know the Wilderness Lodge is (normally) a very high quality resort. When they fail to meet what is expected of them, it needs to be pointed out so it can be corrected.

[MinnieGi]

I too am so sorry to hear of your bad experience and am hoping you do write them a letter. I think it is just awful that they made you wait for a room b/c of your special request and then put you in a room with only a view of scaffolding and workmen!!! That is just awful! :mad: And your rate should have had nothing to do with it. I hope you hear from Disney. Please keep us posted.

[Tinkerbelle'sMOM]

We too had a disappointing trip to WL over spring break. The resort itself is beautiful, but most of the CM's we encountered were less than cheerful. At checkin, the gentleman checking us in was not a happy camper....first the amount we owed was wrong...I had all my documentation, cancelled checks, etc and he still argued with me. Finally a manager was called in and it was straightened out. Then he told me that I could not use cash in my account, it had to be a credit card. Again, the manager had to come over. I was getting peeved by then. When we had our room assigned he just handed me the stuff and called for the next person, I had to ask him how to get to the elevators and where the room was. What a way to start the day!:( Then we got in the room and it was a bit shabby, not what I expected. Later that week they changed out the bedspreads and that did help :cool:

I know where you are coming from about the pool...it seemed very crowded...and I imagine it is from the villa clients as well.

And to top it all off...I know that those palmetto bugs are everywhere, but when you see one sitting at your feet on your bed, well, that ruins the night for you ;) We called the front desk to let them know (DH had disposed of the big bug ) and the next day when we checked out the Roach mobile was riding up :D Oh well...such is life!

[wdisneelvr]

999ghsts,

Thank you for your genuine caring and concern about this recent visitor to the WL. Your compassion and love for disney comes shining thru. You are an exemplary CM and certainly deserve your Mickey ears...once again, thanks for helping out!!! :)

*a wdw lover*

[Gabrielle]

999ghsts:

What a nice post you wrote! You're what makes Disney magical for us!

[msdis]

I understand your embarrassment for not wanting to make such a post. We had a very similar experience at our 1st home-BWV about 2 years ago. It sure does leave a bad taste in your mouth, as does the lack of support you can get here. Glad to see that everyone is being supportive. We stayed at VWL last Sept, in fact before, during, and after 9/11 and the CM's were the absolute best! So, I hope that this, for what ever reason, just happened to be your one and only black cloud you will ever have with Disney. I figure we've had ours too. Not to make excuses because there are none, but as everyone points out, they appear to be short staffed and things are REALLY picking back up. Just imagine the stores at x-mas time if they didn't add any additional help, in fact cut their staff. Just today they announced they are hiring about 4,000 positions back to work. We will be there this time next week so I will keep an open mind. So sorry for your experience, and hope the pixie dust angels aren't on vacation the next time you are on vacation.;)