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Old 04-10-2009, 01:25 PM   #31
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Wow, Rbusdriver! You are a much, much, much more patient person than I! I hope your letter is seen by the right folks.
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Old 04-10-2009, 01:30 PM   #32
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Quote:
Originally Posted by BfloChick View Post
I guess I can criticize the CM's, then! I have been working jobs that involve customer service (anything from movie theater concession sales when I was 16 to amusement park guest services to employee-related complaints) and I can honestly say that although I've come to work in a bad mood, I make it a point never to let it impact my professionalism. It is an essential part of the CMs' jobs to be pleasant and professional. It is no more acceptable for them to be rude than for them to fail to give a guest a room key upon check-in. If I were a resort manager, I would definitely want to know if my employees were not providing guests with the service they deserve and pay for.

Yes, there will always be someone who is a less-than-optimal employee, but when it seems to happen on multiple occasions, it may be that management needs to know there is a widespread problem with staff professionalism so it can be addressed and corrected for future guests.

Also, keep in mind that some people are not comfortable with being confrontational. One person might not mind confronting a CM on his or her attitude, but another might find the prospect gut-wrenchingly uncomfortable. I do not believe resort guests should have to tell CMs how to act professionally.

I agree 100%!!
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Old 04-10-2009, 01:39 PM   #33
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I tried to be patient with the staff, but I did make it clear to them that I was displeased with all of the conflicting info from different staff members. Getting angry at the desk or on the phone with them wasn't going to make things any better. I tried to keep my cool while showing the teenagers that you should speak up about a problem, but you can be nice about it too.
I've overheard my daughter speaking to friends about the trip and the only bad thing for her was the annual pass issue and the fact that she had to wait in a long line by herself to get the actual pass. That issue right there is a concern because at a time when she should have been in the Magic Kingdom having fun, she was taking care of something that should have been handled by the hotel staff.
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Old 04-10-2009, 01:43 PM   #34
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Originally Posted by bethclayton View Post
in defense of the OP, there are some reasons why people will wait until they return to discuss issues they have had. i have done this myself (not at disney, but other vacations). one time it was because the kids were oblivious to the problems we were having and i wanted to keep it that way so they could continue to enjoy themselves, so rather than getting into a whole discussion in front of them, i let it go until we returned home. another reason is that people are not always looking for any benefit to themselves, sometimes they just want to give feedback to the resort about the behavior of their staff, so the resort can improve going forward. and finally, sometimes it's not one or two big issues that can be fixed at the time, but it's way too many smaller things that all add up over a trip and by the end you've just had it.


to give an example, we recently stayed at AKL. it was our favorite resort that we have stayed at by far. however, several of the front desk staff were just rude. it was their attitude, they made no eye contact, seemed so bored, when we asked to switch rooms the guy sighed audibly, we never got a single smile from any of the 5 CM's at the front desk that we dealt with the whole first day. that is just basic customer service. there was just no reason for it, we arrived so happy and excited, and honestly, they put a bit of a damper on it for me by acting so grumpy. eye contact and a smile would have been enough, lol! i never asked to speak with a manager while i was there, because my complaints were not huge, i didn't want to deal with it on vacation, and i didn't want to make it look as though i were looking to be compensated in some way. but to this day, it still bugs me a little and i wish i had written a letter when we got home, just to give feedback, in hopes that they would improve their service a bit.

i think (or hope) that a good GM will always appreciate customer feedback, as long as it is specific, so that they can improve.
I do believe a big part of it is in the training. Maybe WDW needs to put more emphasis on employee disposition/attitude when dealing with guests. And even after the initial training period for new employees, maybe they should have "refresher" training sessions every once in awhile. I think when you work with customers all day, it's easy to forget that they are the customer and should be treated well, no matter what mood you (the cm/employee) happen to be in at the moment.
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Old 04-10-2009, 02:36 PM   #35
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Quote:
Originally Posted by BreezysMom View Post
Not to make an excuse, but the Poly GM has just stepped down and now the GF GM is covering both resorts so this may be affecting the staff morale.
1) I doubt it.
2) I saw our General Manager ONCE in 14-months.
3) Most GM's do not mix, or even speak, with the common CM's.

4) As for the OP's complaints
. . . I see nothing wrong with a 2nd floor with an ECV, as long as there are elevators
. . . drunks are isolated incidents that should be reported at that time
5) I think the complaints were that their personal preferences were not granted.
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Old 04-10-2009, 03:13 PM   #36
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Do they let you bring those big scooters up to the rooms? Seems to me they would be in the way.
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Old 04-10-2009, 03:43 PM   #37
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Thanks for taking the time to go into further detail. No wonder you were beyond frustrated. Ugh...

My advice stands...I would contact the GM directly by letter and phone, not guest services. He/she needs to know of the "training issues" going on at the Poly. Also, hopefully you'll receive one of those postcards sent out by the resort looking for feedback on your recent trip. That would also be a great way to let them know how they fell below the bar.

I'm really sorry this happened. The conflicting info would have driven me up the castle wall!
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Old 04-10-2009, 04:34 PM   #38
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I agree that getting told different things by every CM would make me crazy! No matter what the problem is, they should all know how to fix it for you, and what they tell you should be consistent.

Having said that, a lot of your problems stem from wanting to switch rooms. If you feel that you need to have a specific room location, then the best thing is to go thru Disney Special Services when you make your reservation. They can note that something like a room floor request is a medical necessity for you, which would put you ahead of the rest of people who make requests for not so important reasons. Not that that helps you now, but hopefully doing so would make future trips easier on you.
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Old 04-10-2009, 06:54 PM   #39
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Quote:
Originally Posted by k&a&c'smom
Whenever someone asks for the address or phone number to report problems with their stay, they are admonished that it should have been taken care of at the time of the incident. While I agree that this is good general advice, it doesn't always help. I'm not so sure I'd use the word 'admonished', so much as we're (generally always) simply recommending that the best time to present any problem and get it resolved is while it's happening; there's little any hotel can do once the Guest checks out and goes home.

I've had occasions where things have gone wrong on vacation, and I've done my utmost to address them at the time, but it did not resolve the issue. Which is unfortunate, and it may actually be that you got better results by writing after the fact; but doing only that deprives the hotel (or other vacation component provider) the opportunity to fix the problem while the Guest is there, and so make the Guest's stay better. I don't know if the OP did this or not, but thought I'd point out that simply telling someone "you should have addressed this at the time" is less than helpful! Not only does it make them feel like THEY have done something wrong, but most people don't want to spend too much of their precious vacation time hashing out problems. It really is too bad if people feel that way, because that's not the intention of the advice. The Guest hasn't done anything wrong - it's just that if they at least try to get things made right while they're on vacation, there's a good - but obviously not perfect - chance the vacation/stay will improve, to at least satisfactory. Your point about not wanting to spend too much vacation time hashing out a problem is good - but is it really better to just remain unhappy or worse? Vacation time IS precious - if conditions are upsetting, spending some time (even a few hours, if necessary) trying to get things made right wastes MUCH less of that time than being unhappy the WHOLE time. If they attempt to talk with the front desk, and get no response, they might not think to ask for a manager, in the heat of the moment. Or, they may speak with a manager, but get no help, not every manager is customer-friendly.
Quote:
Originally Posted by maxiesmom
But if the problem is severe enough that you feel the need to write to Disney once you get home, then it was severe enough that you should take some time and get it fixed while you are on vacation. That way the rest of your trip would be enjoyable, and you are not feeling like you are putting up with a vacation that is less than what you had hoped for.
Yeah - that's what I was trying to say

Quote:
Originally Posted by BfloChick
Right on! Please, do not discourage someone from providing Disney with information that could improve customer service for all of us. That feedback could make a real difference for someone in the future.
We're not. There's contact information - snail-mail and e-mail - on the first page of this thread, in response to the OP's request. This is additional advice and opinion - things you will pretty much always encounter on the DIS
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Old 04-11-2009, 01:07 AM   #40
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Scooters sleep in hotel rooms at Disney

Funny you should ask, hotrodguy!
That is exactly what I thought, and that is why I called the hotel before I got there to ask if two scooters would fit into the room. I was told that they didn't allow the scooters in the room and that they had a storage area where they could charge overnight. Being in the room would not be safe. When I arrived and asked the desk staff where the storage area was for the scooters, I was told that there was no such place. I could store them in my room or in the hallway. (we chose to store them in our room so that they could charge there) I questioned them on whether they considered that a fire hazard. Apparently not, because there was a number of scooters parked in the hallways overnight and during the day. When the housekeeping staff came around with their big carts and the scooters were in the hallway, it was quite an interesting obstacle course.
As for the comment about my "personal preferences" not being met, that had nothing to do with my complaining. When you are paying for a service, any service, you expect to get what is promised to you.
And when you are paying what I paid for each night at the Polynesian, I expect a magical experience delivered by pleasant, well informed staff members. They walk around saying "Have a Magical Day" but they do nothing to help you make it that way.
FYI: I just read on cnn.com that Disney employees are getting laid off in large numbers, and that the staff members are not happy about it. If they are laying off so many people saying the economy is bad, why are they hiring lots of foreign workers in their place?
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Old 04-11-2009, 03:55 AM   #41
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I believe the comments about your personal preferences not being met are specifically directed at your request for a room location.

A request IS a request, and not a guarantee. You got the exact 'service' for which you paid - a room at the Polynesian. Room locations are not guaranteed, no matter how much the Guest pays.

I couldn't find anything specific to cnn, but the layoffs affected backstage operations, not Cast Members working in the parks, resorts, etc. - i.e. the CMs dealing face to face with Guests.

"The job cuts are related to an overhaul of Disney’s theme-park management structure the company announced Feb. 18. The jobs were all executive, management and professional positions, the company said." http://www.bizjournals.com/orlando/s...0/daily51.html
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Old 04-11-2009, 05:38 AM   #42
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Rbusdriver,

Just an FYI for the future if you choose to stay at the Poly again. The heavy duty scooters do fit in the elevators. You have to be sure you pull straight in and pull all the way to the wall. Then when coming out back straight out. At least 2 other people can fit in the elevator with a scooter. Just have them enter first and stand against the side wall away from the door.

Of all the resorts I have stayed at I think the elevator in the garden wing of the contemporary is most challenging with a scooter. Depending on how you approach the elevator it can be next to impossible to get it. When necessary I would drive down the hallway and approach the elevator from the other direction.
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Old 04-11-2009, 08:55 AM   #43
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Since at least two posters have quoted me, and reiterated their advice about taking care of the problem while on property, I guess I did not make myself clear! I should have bolded my statement "this is good general advice", I think!

katieeldr, I wasn't directing anything I posted at you specifically, your posts were helpful - you offered the number and address for guest communications, and then added the advice to address issues on the spot. No quibble from me.

But I stand by my use of the word "admonish", as many posters did "indicate duties or obligations to" or "give warning or disapproval to, in an earnest, solicitous manner" - by use of the words "should have" over and over. That's where it often seems like the responders are shifting the blame to the guest in these situations. "You should have taken care of it while you were there", "you should have contacted security", etc.

I am absolutely agreed that it is much better to get the issues addressed while at the resort. It leaves you free to continue your vacation without the lingering sense of hurt, dissatisfaction, worry, whatever. I'm sorry that my post apparently didn't make that thought clear!

But not all hospitality employees are created equal, not all customer relations people do their job, and sometimes these issues do NOT get addressed while still on property. That was my only point, that we didn't know what the OP had done while at the resort to address the issue, so perhaps she/they had done everything possible and still left feeling they had not been heard.

Luckily, most of the time, we all have a great vacation! We wouldn't keep returning if that weren't the case, would we?
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Old 04-11-2009, 09:22 AM   #44
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truth is and i know nobody wants to hear this but......
they being Disney
just dont care....you can call , write all the letters in the world, stand on your head and hold you breath , they will blow smoke up your butt and tell you they will look into it or take care of it . BUT they wont they will take your call read your letter and no action will take place....sorry but thats the truth.......
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Old 04-11-2009, 09:46 AM   #45
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Originally Posted by mbtileguy View Post
truth is and i know nobody wants to hear this but......
they being Disney
just dont care....you can call , write all the letters in the world, stand on your head and hold you breath , they will blow smoke up your butt and tell you they will look into it or take care of it . BUT they wont they will take your call read your letter and no action will take place....sorry but thats the truth.......
That is not so! There have been many posts from people who had problems in the past, wrote a letter once they got home, and did get a response from Disney. Some even got compensation.

I'm not sure why you keep going back to Diseny, if you have such a low view of the whole organization.
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