It wasn't WDW, it was
Disneyland.
I was traveling with my Mom and my 3 year old son. We were at the Disneyland Hotel and 9pm we were awakened by a family who had entered our room (we didn't latch). They actually stood there and argued with us that this was "their room". No big mistakes happen. They wouldn't leave and actually used the phone in OUR room to call the front desk.
Next day we go out to the parks. My mother (multiple medical problems by the way) goes back to the room before us while we go purchase lunch to bring back to room. I get up to the room and my keycard won't work. I knock on the door to have my mom let us in and no response. I am thinking the worst. I try to get the hotel maid to let us in. They insist we probably have the wrong room. The floor phone is not working and I run to the front desk and there is my mom. She is puffing on her inhalers and profoundly short of breath. The front desk the night before changed our keycode without telling us. We took it all in stride.
We had room service that evening and we got a call at 1030 at night (waking us up - including my 3 year old who couldn't get back to sleep after that)from the front desk letting us know they comped us for our in room dinner for our trouble. The guy told us we should have had our ringer off if we didn't want to be disturbed. We of course woke up late and missed early entry and magic morning.
My mom was getting fatigued the following day, so I asked the bell captain for a wheelchair. He assured me I could take it into Disneyland, but I was responsible for it and would owe $200 if it was loss. I signed a little agreement, and left with the wheelchair.
We went into DL that night and as we were exity we were flanked by security. Mind you it was not one officer saying "excuse me mam" it was 3 security gurads surrounding a mom with her toddler wheeling grandma out. We tried to explain that the hotel gave us the wheelchair and one even said "either you took the wrong wheelchair or you are lying" We assured them this was ours (I tagged it as so as I got it) and we showed them our reciept and insisted they call the cell captain at the hotel. They would not and insisted we start looking for the the one we came into the park with. WE picked up the phone to the bell captain and they acknowledged that they gave us a Disneyland wheelchair rather than a Disneyland Hotel wheelchair. The icing on the cake was that security had to accompany us back to the hotel. We were so embarrased.
Anyway. We did have a number of magic moments during the trip, but it was so clouded by the icky stuff. I talked to the manager and she looked into our complaints. She Found sometype of incident report backing up all of our concerns, She was profusely apolgetic. She said they would refund the entire cost of or package. I told them we just wanted our trip back. They even gave us the choice of a suite or concierge upgrade.
We went back 6 months later and had a blast.
We have been back to Disneyland and Disneyland Hotel at least yearly since then and have only had superb service.