Have you ever complained to Disney and actually had a happy outcome??

Discussion in 'Disney Resorts' started by joenan88, Feb 15, 2008.

  1. joenan88

    joenan88 DIS Veteran

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    Last November I had an issue with the Poly..our room was one of the "old smoking rooms" and it stunk..not only did it smell like stale smoke but the room had no fresh feeling at all. The carpets were wet..from being washed (which turned into a moldy smell a few days later)...and the dark room made it feel dirty. I immediately went to the front desk..by the way I was very pleasant and requested a room change...they said I was upgraded to a MK view and there was nothing else available...WELL, I was livid. I felt like they use the "upgrade" to cover up the actual condition of the room...I complained and asked to be moved all week..but I got no where. I wrote a letter and called called guest relations to only get the run around..but I am staying on them..I wanted to know some positive outcomes so I know all my efforts will not go to waste..:)
     
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  3. episode

    episode Mouseketeer

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    Did you tell them that you'd be willing to move to another resort? Or that you'd be willing to wait til the next day and then move? That way there WOULD be something available.

    If there truthfully was nothing available, there is little they can do.

    By the way, if it really stunk, that probably means that the people before you chose to ignore the no smoking rule and do it anyway.
     
  4. FairyDust2008

    FairyDust2008 DIS Veteran

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    Personally, as the GUEST/CUSTOMER, I don't think it is OUR job to possibly see if another resort is available. We shouldn't have to ask that. They should have given the customer the option and made a serious effort to accomodate them with a nice room elsewhere. I too would be disappointed in paying the price that POLY/DISNEY basically charges for their rooms to end up with an old smoking room with smelly carpet. I'm not sure how in the world they even salvage rooms that have been smoked in. You almost have to do a totally redo and even then, I would think the smell would still be evident. I wouldn't care if it was a MK view room or not. If it wreaked of cigarette smoke, I wouldn't be happy either. If you are a smoker, it wouldn't bother you but if you aren't a smoker, that isn't really fair. I think you should continue to pursue but really I doubt a whole lot will be done in the longrun but I could be wrong. Goodluck and I'm sorry that happened to you. I would be upset as well.
     
  5. DisneyBride'03

    DisneyBride'03 <marquee><font color=red>Jambo Wildbunch Gang</mar

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    Last year...I had a few minor issues...one with dinner at CRT..and a Cm at Emporium in MK...I did write a letter. I did include a glowing report also abt Pop and our stay there....I received a phone call and a letter with $75 in gift cards. The merchandise mail order also sent a gift to my DD10 to make up for my issue at Emporium, (a pin and tink cards) Guest communications handled everything first class. DH said I write "good letters"...lol
    My recent stay at SSR, I woke up to find a blood stain on a pillowcase(not mine) should have been discarded, instead of being laundered and re used. Placed a nice call to housekeeping.....later in the day, a lovely basket of DVC stuff and goodies.

    Most recently, our sofa bed was totally broken at AKV, my DS14 didnt sleep well obviously, and smaller child could have been hurt. They sent up a plush Safari Goofy for him.

    So, my outcomes have been favorable. I do approach them with a positive attitude...not expecting anything....especially with housekeeping issues. I do add...."this could become an issue for a future guest as well..." so I am acting like I am on their side, and not against them.

    THats just my story...not to be comapred with your problem:) So, you had to stay in the smelly room the whole time? I would have asked to be placed in another MK resort.....How can a person enjoy their "upgrade" of a MK view, if the room is not up to standards?
    Good luck
     
  6. FairyDust2008

    FairyDust2008 DIS Veteran

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    The OP said they complained and asked to be moved all week and nothing happened. If this was the case, that isn't good customer service, plain & simple.
     
  7. OKW Mom

    OKW Mom Mouseketeer

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    I had a heck of a trip in May 07'. As A DVC member, Stockholder and AP holder I do expect a specific level of service.

    We spoke with a CM at OKW who gave us some $$ credit and 4 TS meals back after a disaster of a day with The Yacht Club's breakfast and transportation woes.

    I had an exploding coffee pot that I had to clean up myself (It flew between the slats of the cabinets and I was cleaning the backs of their cabinets across the bottom), maid staff who could not speak english and so very many things missing from the kitchen I felt like I was picking. A few other issues I will also not go into.We were not compensated for the series of room issues, nor were we told how they would handled in the future.

    I listed every one of the offenses, like our clean linens being out in the open with lizards crawling over them and got no real answer of how they would prevent these things from happening again.

    The first email (June) was completely ignored. I resent it in July because my husband and I were returning in Sept for his b-day.

    I got a phone call from a human with a fairly robotic response about "your comments are valuable......" None of the individual issues were addressed and there was not even an apology. She noted we would be back in Sept. and I guess that is why we got a really great EPCOT view from the 5th Floor of BCV.

    I got an envelope in the mail and thought is was a letter, it was a solicitation to buy AKL!

    I do thank them when things are exceptional so I think they deserve polite construction criticsm. Let us know what you hear back.
     
  8. FairyDust2008

    FairyDust2008 DIS Veteran

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    The original poster asked all week long to be moved and nothing was done. I think they approached the situation with alot of patience in my opinion and I would be upset too that they have heard nothing from them regarding this incident.
     
  9. episode

    episode Mouseketeer

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    I read that as that asked to be moved for the week. Not that they went down and said 'I'd like another room' on their second day, third day, etc.

    There is really no possible way that they couldn't be moved if they went down in the morning and asked to be moved. There has to be at least one person checking out in the hotel. If I was told that, I would have asked for a manager.

    There could be more to it though, like there were rooms available, just none that fit something that the OP needed. (Like MK view or something) Don't know if thats the case, we just don't have all the info.
     
  10. DisneyBride'03

    DisneyBride'03 <marquee><font color=red>Jambo Wildbunch Gang</mar

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    I am sorry, what is your point about qouting my response?
     
  11. joenan88

    joenan88 DIS Veteran

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    I did ask periodically all week to be moved but they claimed nothing was available..and they reminded me several times that I was upgraded..I explained to them that I was upgraded to the "stinky room" and I would rather overlook a parking lot..they just gave a smile...can you imagine?? I couldn't move resorts because we traveled with other couples that were happy..it was a bad situation that I expected a resolution on months ago...I was just wondering what they would possibly do?? I am going back in August for 5 nights and staying this time at The CR in a MK view..thanks for all the feedback :thumbsup2
     
  12. DisneyBride'03

    DisneyBride'03 <marquee><font color=red>Jambo Wildbunch Gang</mar

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    I wish you the best! That is one time an upgrade is not worth it, lol! Did you write to Guest Communications? I would write another letter....list your other attempts of contact....your disappointment....and your HOPES of a better stay in August!! I would not give up, but totally understand your frustration!
     
  13. momtoBrandon&Jacob

    momtoBrandon&Jacob DIS Veteran

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    What sort of resolution are you actually looking for at this point?? Your vacation is over, you're not in the "stinky room" anymore, and you will be going back in a few months. What is it exactly that you'd like for Disney to do? :confused:
     
  14. ellenmiele

    ellenmiele <a href="http://www.wdwinfo.com/dis-sponsor/" targ

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    In 2006 we stayed in GF w/extended family on a grand gathering trip planned by my mother. When she checked in, there was a problem with the room that they assigned my sister's family - they needed to sleep 5 but only were given a room that slept 4 (and they said they'd provide a "cot". My mom - who was not happy and always speaks her mind if she is not happy - something I don't usually do - did complain (exact words - "if we wanted a cot, we would have stayed at the Motel 6" - I would NEVER have said that!! - and she hadn't seen the "cot" yet) but unfortunately there were no other rooms available that would have been at all close to everyone else's rooms. Long story short - they then offered her some type of credit if my sis's family just stayed in that room w/"cot" (I forget the exact amount but I think it was a few hundred dollars). In the end, the "cot" was the most beautiful and comfortable "cot" that any of us had ever seen! And, the rooms were on the 4th or 5th floor with the peaked roofs over the balconies and a great view of MK - REALLY nice - I sure didn't want to have to move!
     
  15. summerlandjeff

    summerlandjeff Friend of Mankind

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    We had the same "odor" problem at CSR last spring and got no where. The resort was "full" for spring break and nothing else was available. They did clean our room twice a day but it still took two weeks after we left to get the "odor" out of our luggage!:sad2:

    Now other than this problem our experience with WDW has been nothing but positive!:thumbsup2
     
  16. FairyDust2008

    FairyDust2008 DIS Veteran

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    Because I'm directly posting to your reply. That is why the quotes and I also was trying to say that the OP had compained all week long to be moved and nobody did anything. You had said in your reply something along the lines of I would have asked to be placed in another MK resort. I was just pointing out the fact that the OP said they complained all week long about this and nothing was done. It isn't the responsibility of the customer to ask to be put in another resort. If this person has a legit complaint about the room they were in and the POLY had no rooms available at all, then the resort should have put forth the effort to call around the other resorts and MAKE IT HAPPEN and then if the OP poster wasn't satisfied, then at least the POLY would have done their part in doing all they could for the customer. That is all I'm saying. It is all good:goodvibes
     
  17. DisneyBride'03

    DisneyBride'03 <marquee><font color=red>Jambo Wildbunch Gang</mar

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    Gotcha!
    I do understand your point....but for me, I perhaps would have been more proactive and said Move Me Please:) But, I wasnt there...she was with with other couples so that would have created another issue for the OP.

    Anyway...I have had happy outcomes:)
     
  18. FairyDust2008

    FairyDust2008 DIS Veteran

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    From what you've posted and I don't know all the story but if what happened to you at the Poly, I don't blame you for being upset about it. When things like this happen, everyone seems to jump to conclusions of expecting SOMETHING FOR NOTHING, like something free or gifts to compensate. I would think that if they would have made a conscious effort to just move you to another resort with an equally nice room, then they would have done their part. Now, if you didn't want to move and there were no rooms at the Poly, then there really isn't much they could do. The thing is, I don't understand why they would even have a room that smells so badly of smoke and expect non-smokers to just live with it because it has a view of the MK. I wouldn't care if the view was great, because if I had to smell a wreaking smoke ridden room all my stay and have the smell transfer to my clothes and everything and evey moment I breathe, smelling it, the view wouldn't make up for it. My kids both have mild ashma and this would NOT have been acceptable. GOODLUCK WITH YOUR NEW RESORT FOR YOUR NEXT VISIT. HOPEFULLY, IT WILL BE MUCH MORE POSITIVE and CUSTOMER oriented:thumbsup2
     
  19. FairyDust2008

    FairyDust2008 DIS Veteran

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    No problem. I wasn't pointing you out, only quoting to reply to your reply:goodvibes I wouldn't have let the 1st time of speaking with them slide. I would have too demanded to be moved immediately. This wouldn't have been acceptable at all. No view is worth being uncomfortable your whole vacation. I can go and be right up standing beside the castle and MK and have tons of up close pictures. I don't need a MK view to feel "special", LOL so the view wouldn't have compensated the smoke filled room for me. Have a great Disney daypixiedust:
     
  20. DisneyBride'03

    DisneyBride'03 <marquee><font color=red>Jambo Wildbunch Gang</mar

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    You too!! Have fun at AKL!!! I loved it! (sorry Off topic op) :)
     
  21. LSchrow

    LSchrow <font color=green>We're eating brussel sprouts & a

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    actually, the one & only time we stayed at the poly, we did have a problem.
    very nasty CM checked us in (honestly, the worst we've come across in over 50 visits:sad2: ).
    it's hard to ruin my "good time" tho, so didn't complain.
    waited a few hours (as many other guests rec'd their rooms), then we were brought over to the room by bellhop in a very sour mood, in an uncovered cart, in the pouring rain. we, as well as our luggage, were literally saturated, but didn't complain.
    get to the room, notice the damp carpeting & a very "moldy" smell, and open the drapes. big ugly dumpster & debris entirely covering our patio. :confused3
    i'm not feeling great, so went to lay down, when my daughter notices me wheezing loudly (asthma, but i never hear the "whistle"). so we turn on all the lights, & there is thick black mold covering the air vents, on the patio doors, walls, ceiling ~ literally all over :scared1:
    i call the FD, who says they can't move us cos they're all booked (at this point, i had to leave the room cos my chest was so tight, i was having a lot of difficulty breathing).
    after about an hour of pleading, tranferred call, etc, DH convinced them to move us (at that point, it was a matter of giving us a new room or just getting me to the ER ~ their choice).
    the elevators were broken, so we carried our bags up the stairs with the help of one bellhop. we pass 3 men, one in a suit, who looks at us, then back at the room we came from, and with this really horrified look says, "what were those people doing in that room?!" i guess he realized (the luggage being a giveaway;) ) , & starts very loudly berating the other 2 men about the room being "extremelly unsafe", and that no one was to go in there "unprotected". he was so upset, it actually calmed us down a smidge.

    so, want to know what our "compensation" was? they gave us free use of a coffeepot (they used to charge a few dollars a day) for the length of our stay. :banana:
    lol

    i never did call back, write, etc ~ someone obviously messed up & the "suit" took care of it so no other guest would go through what we did (hopefully). that is all we wanted. :)
     

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