I wanted to update all of you about an email that I sent to Guest Communications concerning misinformation that was being given about the room configurations when booking a stay at the Beach Club Hotel using Disney's reservations phone number.
A lot of people are reporting that when using Disney's reservation phone number, the Reservation Cast Members (Not the Hotel Cast Members) are telling folks that each room has 2 Queen beds and a Day bed. Unfortunately this is not the case for all the rooms at the Beach Club and for some guests this can cause a problem.
I wrote a very nice email and I sent it to Guest Communications informing them that on 2 separate occasions when booking a Beach Club Vacation this year I was given the incorrect information on the room configurations, in an identical manner, by two different Cast members at Reservations.
I kindly let them know that this has the potential to cause some guests a problem and I asked if they could do anything to remedy the situation. I was careful to point out that the two Reservations Cast members that were booking our trips were extremely helpful and that I really appreciated the effort that they made in assisting us with our vacation planning. I stated that I felt that the information that they were given to use was incorrect and I was hoping that changes could be made to avoid passing along the incorrect information.
I received an email and a phone call from a representative at Guest Communications following up on my email. Essentially the reply email stated that the reservations Cast member was providing the "standard answer" instead of looking at the information provided for each resort.
At this point I thought it prudent that I follow up this email with a phone conversation with a representative from Guest Communications.
This representative let me know that she was going to pass on my concerns to the appropriate supervisors in the reservations department. She also expressed gratitude at the way I took the time to point out my appreciation of the efforts made in my behalf by the Cast Members in the Reservations department.
Essentially, what she was saying was, that by being civil, polite and positive when expressing my concerns, she was able to more effectively bring them to the attention of the responsible managers.
I'm sure the management at Disney experiences the full range of guest emotions when dealing with guests who experience one problem or another. An important thing to remember is that when you bring your problem to the attention of some one who is trying to help you, they way you go about it often times makes it easier for that person to assist you, if you are airing your grievance in a calm or respectful way.
I got the impression from the Guest Communications Cast Member that I was dealing with was that she was going to do what she could to see if she could try and remedy this situation.
What was unsaid, was the difficult reality of getting everyone at Reservations on board with the correct procedures when passing along the proper info about room configurations at the Beach Club Hotel. If you stop to ponder all the different configurations at every Disney hotel it will boggle your mind.
The thing that I am taking away from this experience is that, when you communicate in an appropriate manner, Disney Cast members will make their best efforts to help make a situation better. Disney does care and they are interested in trying.
If you experience a situation that you think needs to be brought to the attention of Guest Communications then by all means contact them and pass on your concerns. Don't feel that you have to limit yourself to discussing problem situations. If you experienced an interaction from a cast member that was especially positive or helpful then by all means pass on that experience to Guest Communications. Guest Communications Cast Members are the people who have the opportunity to start the process where change is effected in the Disney guest experience. They are looking for feedback concerning your positive or negative experiences and they will try to the best of their ability to assist you.
Guest Communications representatives can be contacted via email at
wdw.guest.communications@disneyworld.com
or send a letter to:
Walt Disney World Guest Communications
Executive Offices
Post Office Box 10040
Lake Buena Vista, Florida 32830-0040
When you write or email, please include your name, address, phone number and email address.
Please remember that by taking the time to communicate your concerns, you have the potential to help yourself and many others with the same problem.
~ Marlton Mom
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I thought they just didn't have AC not that is was broken. That gives me hope! 
