. We had a problem that eventually led me (I don't complain about a thing) to make out a complaint report with Guest Services. We went two and a half days where our KTTW cards would only let us in our room sporadically. We had problems Saturday night and into Sunday. They issued us all new KTTW cards but this only worked briefly. Next they changed the batteries in the door. This only worked briefly. They came back Sunday afternoon to replace the Card reading unit in the door and I asked if they could come back because our son had just gone down for a nap. They didn't come back and when I called Guest Services, they sent up more KTTW cards. I told them the problem was the door BUT the cards worked while they were here so they felt they solved the problem. It seems our stateroom host's card wasn't working either so we weren't getting our room cleaned or turndown service. Monday morning while returning from the Health Center with DS (103 temp) we couldn't get into our room yet again. Issued new KTTW cards. Finally, just after dinner, again, the 3rd issue of KTTW cards wouldn't let us in. I found the stateroom host and he asked that I call Guest Services on the hall phone. The person on the other end was less than friendly (no, I didnt get his name but got everybodys name from that point on). He insisted that I demagnetized them. This isnt my first time with a KTTW card but it is the first problem Ive had with them. They sent someone up with you guessed it, our 4th set of KTTW cards. When I tried to explain the situation to GS (I know his name, withheld to save him embarrassment) he listened with only one ear as he tried the new cards. They worked periodically for him and he felt this was acceptable. I didn't and once again told him the history of the problem only this time he wouldn't listen to me. At this point our stateroom host was here and now 2 technicians were here and nobody wanted to hear what I had to say. So they started troubleshooting from square one. We sat there and watched them try different cards. Install new batteries AGAIN and finally they realized that the door unit needed replacing. Something I was already aware of. I tried to save them a half hour of troubleshooting and save a half hour of our time but no one wanted to listen to me, the GUEST. The straw that broke this camel's back was after all this hoopla, I went down to purchase something at one of the shops and my KTTW card wouldn't work... Thats when I had had enough and went to Guest Services directly to rectify our latest challenge. I waited until they cordially solved the problem and at that point I asked to speak to someone with more stripes than the people who have been helping me. I was told I couldn't speak to anyone but I certainly could make a report, which I did. Let me say that my motive was not to get anything in return or for free and I made that perfectly clear when making the report but rather address a flaw in their system so the next person doesn't have to enjoy this.
From that moment on, we received numerous phone calls asking how everything was. Granted, the phone calls came in the middle of the day when we were sure to be out of the room but the message was fine just the same. We also had a visit at dinner from someone at Guest Services to personally apologize. And finally, we received a personal note apologizing and a card for my son with a picture of Chip and Dale personally autographed to him.
The moral of the story is this. When I made the complaint, I was sure this would be my last Disney Cruise. Why? Not because my KTTW card didn't work but rather a representative of "Guest" Services did not want to listen to a Guest. Which in turn contributed to the problem. The simple fact that I expected Disney to have the capacity to instill the use of a service call log escaped me. One in which they could evaluate the situation when I made a phone call to them. To be able to know what the history of the problem is and not have to start from square one every time I dealt with a different person.
It was the follow up that changed my mind. It was the exceptional service, personality and attentiveness of our servers Sunny and Dally. It was the constant smile from Anderson, our stateroom host. It was the fantastic service and follow up my whole family received from the staff at Health Services. It was Thierry's card. It was all the happy Cast members that didn't bat an eye when you asked for something. Disney isnt special just because its Disney. Disney is special because of people like Sunny and Dally. Yes, they are all human. Its just that some of them are superhuman and others just act like they are
See you all on our next Disney Cruise!
From that moment on, we received numerous phone calls asking how everything was. Granted, the phone calls came in the middle of the day when we were sure to be out of the room but the message was fine just the same. We also had a visit at dinner from someone at Guest Services to personally apologize. And finally, we received a personal note apologizing and a card for my son with a picture of Chip and Dale personally autographed to him.
The moral of the story is this. When I made the complaint, I was sure this would be my last Disney Cruise. Why? Not because my KTTW card didn't work but rather a representative of "Guest" Services did not want to listen to a Guest. Which in turn contributed to the problem. The simple fact that I expected Disney to have the capacity to instill the use of a service call log escaped me. One in which they could evaluate the situation when I made a phone call to them. To be able to know what the history of the problem is and not have to start from square one every time I dealt with a different person.
It was the follow up that changed my mind. It was the exceptional service, personality and attentiveness of our servers Sunny and Dally. It was the constant smile from Anderson, our stateroom host. It was the fantastic service and follow up my whole family received from the staff at Health Services. It was Thierry's card. It was all the happy Cast members that didn't bat an eye when you asked for something. Disney isnt special just because its Disney. Disney is special because of people like Sunny and Dally. Yes, they are all human. Its just that some of them are superhuman and others just act like they are
See you all on our next Disney Cruise!
