The complaints are often not as monumental as the guest believes they are, but that doesn't mean that they're a lie or an attempt to milk the company. The vast number are misunderstandings -- either the guest not understanding a rule, policy or announcement or an employee not understanding what the guest is asking for.
Ditto. And I think some people have a legitimate complaint, but don't articulate it well -- late or poorly prepared food may be the fault of the kitchen staff, but some people get so testy about that they end up complaining about a much more minor fault with the wait staff, and only mentioning the
real problem if you pursue it a bit.
Although I think some company policies attract the scammers more than others. My brother did some repair work for a place with a "no questions asked" return policy for a year or so, and he was regularly repairing things the store didn't even sell. Some people would buy "a piece of junk" somewhere else, then, when it broke, trade it in at this place for something that would work.
So my guess is that, since Disney has such a "the customer is always right" attitude, they may get more false reports than some other places.
Still don't believe, even with places like that, that 99% of all complaints are false, though!
Unfortunately, sometimes it's less frustrating to just keep your mouth shut and not patronize the establishment in the future.
True. But there are some problems that could be easily resolved if a customer just brought it to the attention of someone with the responsibility to do something about it. Maids can miss a lot of little problems (that may be big problems to certain customers) in hotel rooms, for instance, and, unless there's a very regular inspection program (which Disney does not seem to have), the only way management will know about it is if someone complains.
