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Old 05-31-2013, 05:44 AM   #16
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I hope you got some sleep and are feeling more positive this morning. Take that adorable little boat over to the Magic Kingdom. It will put a smile on your face. The 2 rooms together limits where they can place you sadly. They needed 2 rooms ready at the same time.

Remember you get more bees with honey. Be polite in your complaining and you may find a resolution.
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Old 05-31-2013, 06:57 AM   #17
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Ok we checked in today and I know all you LOVE the Grand Floridian but we HATE, HATE, HATE it! We miss our home at the Contemporary. It started at check in. The room wasn't ready so I gave them my cell number. We still hadn't heard anything by 1:30 and my grandson was exhausted. We decided to go back and ask about the room....it was ready and had been since 11:30 and they argued with me that they sent me a message until I finally got my phone and showed them no message...no big deal though the room was ready and that was the main thing...till they told me where it was. I did online check in last week and asked for Sago Cay (or is it Key it's too late tonight) but I had also called a while back and personally asked for it and when they did our check in I saw this request noted in a paper she had. Where did we get? Big Pine...the EXACT OPPOSITE side of the resort or our new term...the back forty because its 40 miles from ANYWHERE you want to be. I also asked for a high floor and we got the 2nd floor. I explained to the desk that I understood just because I asked for a building didn't automatically mean I would get it but it seemed like they put us in the exact opposite that I had asked for. Their reply was sorry it was the only building that had 2 rooms near each other...bull! So I take it because the baby needed to rest, in our room because my daughter's room wasn't ready. We get in and look out our window to the balcony and what is our view? The DVC construction site! Then when my daughter and son in law get into their room they have no DVD like we do. I go BACK down and across the back 40 to the front desk to tell them and to tell a manager how disappointed I Amanda I did talk to a WONDERFUL woman, a greeter I think, who got me a manager who we go through the whole story with again. One reason I asked for Sago Cay is because my Aunt, in her mid 70s is with us and has a hard time getting around in the evening. So he really doesn't say much to me AT all and I finally tell him to just switch they keys to the rooms and put daughter, son in law and grandson in the room with the DVD and us in the room without. He did this. While I was waiting there were 2 other people having MAJOR problems ...even worse than mine so I didn't throw a host fit. The guy ahead of me was from Scotland had 3 rooms and they had not informed him of the pool being closed and had sold them the wrong tickets so the guy and his kids had gone to a park and they refused to let them in...I don't know if they maybe didn't buy park hoppers or if it was something else but they were not helping him AT ALL. So later we had to get something out of the car, which was in valet, and I called to get it brought around....no answer AT ALL!! We just went on down and I told them I called to have the car brought around but didn't get an answer. The manager, the same one who was NO help to the Scottish guy, told me, "We Aren't doing call ahead valet because its too busy out here"... Which wouldn't have been bad BUT (1) they refused to even take calls so you didn't know WHAT was going on until you hiked the back 40 AGAIN and (2) THERE WAS NOTHING GOING ON... No traffic, no cars , no people. This evening we went to DHS and we had to hike the back 49 plus 10 more to get to the bus stop. When returning this e ending they continued to pack people in until we couldn't MOVE AT ALL. There were probably about 15 to 20 of us standing in the aisles and of course we were the last to be dropped off. At the Contemporary every single time we come back from the parks we are greeted with someone telling us , "Welcome home" . We have had NO ONE say anything to us AND my daughter to my grandson into one of the stores nd the store clerk not only didn't acknowledge they came in, the only 2 in the store, but she was short to her. Now we have had a couple of nice CM's...housekeeping, the actual ones getting the rooms ready have been really nice (although when I called this evening for a blanket for daughter 2 on the couch bed the CM on the housekeeping on the phone argued with me that there was 2 blankets in the room...there were none they apparently mistook a pillow for a blanket because we had 3 extra pillows). The bellhop, Whitt, I THINK ...I have his name written down....who was GREAT! HE told us where the pools were and their hours and where Gas? Grill was and that we could see the Electric Water Parade and about the boat and the hidden Mickeys, Goofys and Tinkerbelles, even pointing them out to us! The Contemporary is our home and we booked the Grand because the Contemporary was booked when I had to change our reservations. We were excited though to stay in Disney's "Flagship Hotel". We are NOT impressed and if I could move to the Contemporary tomorrow we would do it in a heartbeat. I'm going to be writing a long letter when we get home. We paid close to $8,000.00 for our vacation for 5 days/5 nights park hoppers with the dining plan and we still feel like most of the staff could care less about making us satisfied. Anyone know who I would call or where I would write to complain?
I am sorry you are having issues while on vacation. If you are not happy with your rooms, I would go to the front and ask to be moved, if possible. Make sure your account is noted with your issues. I would write a letter when you are home because Disney can't fix anything they do not know about. I am sure it is frustrating to pay the high prices at GF and have expectations not met. I hope that after your initial let down that things go smoother.

Not to defend bad behavior, because it is never ok. But, I try to put myself in others shoes. I have a feeling that people steal the blankets, towels, pillows and they try to limit what is in the room. If you did not have an extra they should have just supplied one. I also can not imagine how much must go into customer satisfaction. I have witnessed many rude people, fussing with CM's over silly stuff. If I run into a really rude CM, I will just try to smile and wish them a happy day.

I totally understand needing to vent. Sometimes just writing it down helps to get it all out. I also understand having expectations not met, doesn't mean you are not having fun. I hope things go smoother for you.
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Old 05-31-2013, 06:59 AM   #18
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So sorry for your check in experience! I have been there and it really sets you up for a mound of frustration, doesn't help to come here and have people complain about your style of writing or the basis for your frustrations!! Sorry for that as well! We had a late check in (around 7pm) after a terribly horribly bad day...sick child (asthma) and just wanted our room....we had called in a reservation and confirmed the rate 3x with the Disney agent...she said the ressie would show up in 5 minutes...we waited 30 just to be sure...we get there and our ressie showed up but the front desk was wanting to charge us double the rate she quoted, he would not let me use the desk phone (this was before cell phones were reliable...ours only worked outside the hotel) so I had to call again outside the hotel...got the confirmation number again (he said it did not exist, our name did but not that ressie #)..she asked me to bring my phone to him but of course it would not work inside AKL...went back to him and he all but said I was lying to get a ridiculous rate, they were the brand new resort and would never let a room go for that rate...so haughty! It was the week after 9/11 and they DID let it go for that rate, no one was traveling! Another manager overheard the arrogant CMs approach to me, apologized profusely, upgraded us to Savannah and we tried to start our 'happy holiday' trying not to remember the jerk who was so rude!

You paid a TON of money for this vacation, you would think it would be acknowledged by more efficiency and considerations. Glad that a few of the CMs you've met have tried to make up for the 'too busy to care' ones! I honestly would just ask for a manager and not deal with the 'staff'...or I would just let it go and enjoy the rest of the vacation...moving rooms at this point would be more of a hassle to our family....and your other guests really want to see you enjoying your time and not being frustrated with trying to make things perfect for them.

Maybe you could get a scooter or other vehicle for the aunt to help with the walk? Hope things improve for you!!
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Old 05-31-2013, 07:25 AM   #19
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Quote:
Originally Posted by lmhall2000 View Post

You paid a TON of money for this vacation, you would think it would be acknowledged by more efficiency and considerations. walk? you
A ton of money? She has two rooms,at least six people .Could be more and the dining plan included.
That amount pp is little stuff in the eyes of Disney.
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Old 05-31-2013, 07:45 AM   #20
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Wow, I'm surprised at some responses to the OP regarding grammar and no paragraphs. That's not very helpful and I believe meant to embarrass someone.

Anyway, OP, I hope you have a good time on your vacation. I would be so disappointed with the view of the construction site. GF is so expensive and if I had to look at that I wouldn't be happy.

While staying at BWI this past January, standard CL, we were put in the last room at the end of the hall. I could deal with the location (although it was a super long walk) but there was some sort of noise below our room. While sitting on the balcony it was really annoying. I couldn't use the phone, etc. I asked to be moved. I knew it would be a hassle but the next day we were given a room closer to the CL lounge and much quieter. We were able to enjoy that room much more during the three remaining days of our vacation.

When asking for a new room location, the CM indicated that it may not be possible. I indicated that I would be willing to move to another floor. Fortunately, that didn't happen. My point is that I was giving them options if they couldn't meet my original request.

I've had to other situations at the WL and Poly regarding room issues. All three times Disney worked with me and we were satisfied, Hopefully, everything works out.

Not sure why some posters are asking why you are complaining on a message board. I've voiced concerns and irritations quite a few times along with a vast majority of posters. I've always assumed the point in doing this is to vent, call attention to a situation, and get advice for or against something along with reading about other's experiences even it we don't agree with what is being reported.
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Old 05-31-2013, 07:56 AM   #21
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Originally Posted by dwdeb View Post
to the OP; complaining in run-on sentences to a bunch of strangers on a message board is going to rectify your situation?
I find it hard to take you seriously.
Oh geez. Here we go with the rudeness on here. I can't comprehend someone's snarky comments for no reason on a Disney message board where people share a common love for Disney b/c of the magic memories and happiness, etc etc- to be condescending to a person just b/c they're frustrated and venting? I'd take her post more seriously than yours, that's for sure!

To OP- it's good you are still on vacation where you can still complain or express your frustration with them. I don't blame you for the way you feel, you're spending $8k on a vacation, the least they can do is try and show you they're accommodating you- even if it's not possible to get the room you want, they should still be sympathetic & helpful. That's the true Disney customer service!! My job actually went down to FL and paid to take Disney's customer service classes, b/c we needed to improve our customer service. Disney knows what they're doing in that regard. However, not all people that work for disney follow it...
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Old 05-31-2013, 08:16 AM   #22
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OP - I'm sorry your vacation started off so badly. I hope you can find the right manager to help you resolve your issues, a manager who truly believes in providing excellent customer service.

There are just two points I want to touch on. The text. Yes, the desk CMs should have apologized that the sent text was not received; but arguing requires two sides- yes we did, no you didn't, yes we did, no you didn't, etc; some things should just be addressed once to point out a possible problem, noted and dropped- by both parties.
The other thing is, the cost of your vacation is irrelevant. Every vacationer deserves the legendary Disney customer service, regardless of whether they paid $1000 for their trip or $10000. Disney has set certain expectations of a high level of customer service, and should provide that to all guests.
Working in retail, I find that no matter how hard you try, you won't please everyone, but it should not be for lack of trying. Nice begets nice, kind begets kind, and striving to please begets happy customers, repeat customers, and customers who recommend your services to their friends and acquaintances.
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Old 05-31-2013, 08:54 AM   #23
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Oh geez. Here we go with the rudeness on here. I can't comprehend someone's snarky comments for no reason on a Disney message board where people share a common love for Disney b/c of the magic memories and happiness, etc etc- to be condescending to a person just b/c they're frustrated and venting? I'd take her post more seriously than yours, that's for sure!

Was not meaning to be snarky or condescending.
This has nothing to do with love of disney -we all love disney, that is why we all vacation there, and share information!!
But if there are issues, isn't it best to deal with them(calmly and politely) while at resort?
Again, title of thread is inflammatory.
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Old 05-31-2013, 08:55 AM   #24
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Nice begets nice, kind begets kind, and striving to please begets happy customers, repeat customers, and customers who recommend your services to their friends and acquaintances.[/QUOTE]



I just wanted to say that when discussing a complaint with a cm (or anyone for that matter) I always try to to be calm and matter of fact and even understanding that sometimes mistakes, etc. happen and these are the reasons for my dissatisfaction. But there are times when the person you are complaining to, no matter how nice you are, just doesn't care and tries to brush your complaints off. In the latter case, I would always ask to speak to a manager or the person in charge. If the manager doesn't care, I'm sure he has a boss somewhere.

Point being that unfortunately there are times when nice and kind doesn't always get the same response back. If that is the case, I feel you have options such as moving resorts, a discount, or whatever the situation may warrant.
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Old 05-31-2013, 09:06 AM   #25
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I'm sorry your vacation is off to such a rough start. How much longer will you be there? Is it worth it to speak to management about moving you -- either to different rooms or to a different resort altogether?

Unfortunately, bad experiences like yours can happen at any resort. What matters is how the resort responds to it. If you're truly not satisfied with your experience at GF, I'd suggest first going to talk to the manager (again). Calmly and clearly outline all the problems and, if it's new rooms/new resort you want, ask for it directly. If that gets you nowhere, email Disney.

Good luck.
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Old 05-31-2013, 09:16 AM   #26
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Quote:
Originally Posted by Eddykildare View Post
Every complaint will go on youre "record" so think before you act.
And just a little advice. Youre first post is totally unreadable. It is just a big soup bowl of words.
Quote:
Originally Posted by MistressMerryweather View Post
Paragraphs are your friend. I really wanted to read your post, but couldn't get through it because of the way it is written. Sorry.
Quote:
Originally Posted by dwdeb View Post
to the OP; complaining in run-on sentences to a bunch of strangers on a message board is going to rectify your situation?
I find it hard to take you seriously.
The woman came here for help and to talk about her problems, and people find the need to complain about grammar?

This is an online forum, not some Princeton school of grammar.

People need to relax and sit back and enjoy the summer and the fact that its a Friday.

My Goodness. and we wonder why this country is so much in shambles and torn apart.
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Old 05-31-2013, 09:25 AM   #27
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Originally Posted by gogo View Post
Wow, I'm surprised at some responses to the OP regarding grammar and no paragraphs. That's not very helpful and I believe meant to embarrass someone.
But if this is how the OP is presenting her case on the boards, I can't imagine that she's doing a better job of presenting it to the CMs at the GF. I do disagree with the suggestion that she not post her issues here; especially if other posters can help her do a better job of organizing her thoughts and focusing on the customer service issues that can be addressed vs. the things that she is upset about that aren't really problems per se.
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Old 05-31-2013, 09:39 AM   #28
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OP, have you asked if you can be moved to the Contemporary? I've certainly read of people that were able to change resorts when their problems at the first became too much for them.

On the other hand, maybe yesterday was a fluke and the rest of your stay will be fine.

Ask to have a DVD player brought to your room, if it's supposed to have one. (I didn't realize that was an amenity at GF now).
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Old 05-31-2013, 09:41 AM   #29
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Quote:
Originally Posted by DVCMikey View Post
The woman came here for help and to talk about her problems, and people find the need to complain about grammar?

This is an online forum, not some Princeton school of grammar.

People need to relax and sit back and enjoy the summer and the fact that its a Friday.

My Goodness. and we wonder why this country is so much in shambles and torn apart.
Good grammar is a form of politeness.
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Old 05-31-2013, 09:44 AM   #30
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OP, have you asked if you can be moved to the Contemporary? I've certainly read of people that were able to change resorts when their problems at the first became too much for them.
This Even though the CR was not available when you booked, it may be now.

I also agree that you should "complain" while you are at the resort. Doing so after is probably going to be less effective.

Good luck and enjoy your vacation either way!
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