An open letter to Disney about mandatory room checks.

[Mackenzie Click-Mickelson]

The guy in Vegas did not decline housekeeping and had plenty of eyes on him by staff prior to the incident so that holds no water. Human trafficking is ridiculous because it is more likely that women will be abducted by people pretending to be staff demanding access to women in guest rooms than guest rooms at Disney being turned into some dungeon of stolen women.

Yes I already know about Vegas and housekeeping...

As for human trafficking again I'm just relaying about other threads.

In other words don't shoot the messenger...

 

[Jen1995]

But there are no suggestions to give.
The only things you can do are to accept it's happening and deal best you can, or stay somewhere else.

This is absolutely incorrect. Consumer complaints (in all forms, including making a stink online as well as complaining to front line workers and management) are INCREDIBLY effective ways to change corporate behavior.

Don't believe me? Just ask Sea World.

 

[Jen1995]

Yes I already know about Vegas and housekeeping...

As for human trafficking again I'm just relaying about other threads.

In other words don't shoot the messenger...

Sorry - I didn't mean to imply those are your ideas. Just reiterating how absurd those ideas are at face value, so it is remarkable that some people are defending the policy under those theories.

 

[Jen1995]

Pretty good indication that using housekeeping staff 8-5 for “room ckecks” is a CYA action.

Of course. How many handguns fit in the closet that they are not searching. What about in the safe? They aren't actually looking for anything when they come in and take out the trash. It's like how my husband looks for the milk in the fridge by standing *near* the fridge and saying he can't find the milk.

 

[Nancyg56]

Disney is not the CIA. They are a consumer-driven company. Their wish for "safety" is because of consumers (aka dollars), not because they care about you personally. You an I are dollars to them. This is a consumer-driven move (they think consumers will like it) and consumers will influence whether it stays or goes.

I am not in agreement. I believe that this policy is in place because Disney does not want to have to admit there was no policy in the event something occurs in a Disney resort. Much like businesses that run routine background checks in all employees do so to have documentation that they did their part to ensure a safe workplace, I believe this is in part a cya that Disney lawyers have insisted in.

This is absolutely incorrect. Consumer complaints (in all forms, including making a stink online as well as complaining to front line workers and management) are INCREDIBLY effective ways to change corporate behavior.

Don't believe me? Just ask Sea World.

I agree, we can make changes, however I am not sure enough people really are upset about this policy to stop it. Just look at this thread, there are plenty of us who are not going to worry unless we find we have reason incecwe arrive.

 

[snappy]

Of course. How many handguns fit in the closet that they are not searching. What about in the safe? They aren't actually looking for anything when they come in and take out the trash. It's like how my husband looks for the milk in the fridge by standing *near* the fridge and saying he can't find the milk.

Excellent analogy. I can relate!

 

[snappy]

Maybe not. But if we don’t try. . .?

And let me add by trying I am not advocating “fighting” Any housekeeper or front line “security staff” in the pugilistic sense or taking out the boxing gloves, etc. I think the word “fight” as it’s been used on this thread means addressing issues and expressing when and how it has impacted our quiet time in the room. Doesn’t mean “yelling at or arguing with CM’s.” Just like any other issues while at Disney. Like Me. I imagine many have had some issue at Disney. I was assigned a room under construction once at the beach club Ladders and paint cans and carpet ripped up. Dragged luggage all over the resort to find the room after driving 700 miles. Key card worked just fine. Not a room we could stay in obviously so off I trotted to front desk. Not happy but I didn’t yell at the front desk people. Talked in person to a manager, and he came right over to my room when the replacement room they gave us had disgusting stains on bed coverings.

He offered me cash compensation, but not what I really wanted in that moment as tired as I was all I wanted to rest in that room(no room checks back then!) and when traveling when my teenage daughter and her friend. Getting the stay off to a rip roaring start, lol.

For myself it means asking in advance for what I need in terms of resting, bathing etc. and following up when and how what I need doesn’t happen. Specifics addressed while at disney and following up later with calls and emails. Just like I would do with any other drop the ball thing.

Disney has a reputation for customer service. One reason I stay there.

 

[kaytieeldr]

Disney is not the CIA. They are a consumer-driven company. Their wish for "safety" is because of consumers (aka dollars), not because they care about you personally. You an I are dollars to them. This is a consumer-driven move (they think consumers will like it) and consumers will influence whether it stays or goes.

It should be pretty clear to disney that consumers don't like it (or don't care either way, but these aren't the ones contacting disney.)

 

[Three60guy]

Disney has a reputation for customer service. One reason I stay there.

snappy, I would suggest a single word change. Change "has" to "had". Of course this is an over simplification but considering over the last number of years the decline in service at check-in, the noticeable increases in charges and fees everywhere, the parking charges, allowing dogs at resorts, and now room checks..... it all adds up. And not in a good way.

I used to call management who "don't get it" bean counters. I am thinking it is becoming in vogue again.

 

[maxiesmom]

snappy, I would suggest a single word change. Change "has" to "had". Of course this is an over simplification but considering over the last number of years the decline in service at check-in, the noticeable increases in charges and fees everywhere, the parking charges, allowing dogs at resorts, and now room checks..... it all adds up. And not in a good way.

I used to call management who "don't get it" bean counters. I am thinking it is becoming in vogue again.

None of the things you stated I would consider customer service driven issues. Customer service is are you taken care of promptly when you are waiting in line. Or are the bus drivers friendly. What you quoted is for the most part cost driven. Oh, the one thing I consider customer service are the dogs, and that can be easily argued as Disney trying to "plus" the resort experience.

 

[Nancyg56]

snappy, I would suggest a single word change. Change "has" to "had". Of course this is an over simplification but considering over the last number of years the decline in service at check-in, the noticeable increases in charges and fees everywhere, the parking charges, allowing dogs at resorts, and now room checks..... it all adds up. And not in a good way.

I used to call management who "don't get it" bean counters. I am thinking it is becoming in vogue again.

I would keep the word HAS in my description of Disney customer service. I have never had an issue that went unresolved, and have been impressed with the level of customer service that I have received in the process. I realize that your experience may be different, and I honestly think that your perception of customer service is skewed by this policy, which we may or may not ever know what the driver behind it really is. If a company has a policy in place that I abhor, I choose to go elsewhere, but I try to separate the overall level of service with my opinion of a policy. I just read a thread in which the OP was upset because of a broken phone, which was promptly repaired, and a roll of paper towels that was not full, and that was replaced when requested. The Op thought the service was lacking because those two issue, (and rain) had occurred and now that he had returned home, he fully intended to contact the resort manager to make him or her aware of the lack of service. We all have our own perceptions of what is acceptable and what is not.

 

[snappy]

snappy, I would suggest a single word change. Change "has" to "had". Of course this is an over simplification but considering over the last number of years the decline in service at check-in, the noticeable increases in charges and fees everywhere, the parking charges, allowing dogs at resorts, and now room checks..... it all adds up. And not in a good way.

I used to call management who "don't get it" bean counters. I am thinking it is becoming in vogue again.

Please don’t call management who don’t get it bean counters. I am a CPA and that’s what some folks call us. I think the term may mean can’t see the forest for the trees. But it is demeaning to us accounting people.

Let’s agree to call them short sighted. I do think The Disney brand is being watered down. I remember someone saying they were going to a seminar hosted by Disney on customer service. This was 10 years ago. I wonder if they still do those.

Thanks.

 

[snappy]

Duplicate post

 

[BK2014]

It should be pretty clear to disney that consumers don't like it (or don't care either way, but these aren't the ones contacting disney.)

I would suspect that, outside of echo-chamber forums such as this, the number of people who are actually complaining to Disney about the policy is very small in relation to the total number of guests who have stayed since the policy went into effect.

 

[snappy]

I would keep the word HAS in my description of Disney customer service. I have never had an issue that went unresolved, and have been impressed with the level of customer service that I have received in the process. I realize that your experience may be different, and I honestly think that your perception of customer service is skewed by this policy, which we may or may not ever know what the driver behind it really is. If a company has a policy in place that I abhor, I choose to go elsewhere, but I try to separate the overall level of service with my opinion of a policy. I just read a thread in which the OP was upset because of a broken phone, which was promptly repaired, and a roll of paper towels that was not full, and that was replaced when requested. The Op thought the service was lacking because those two issue, (and rain) had occurred and now that he had returned home, he fully intended to contact the resort manager to make him or her aware of the lack of service. We all have our own perceptions of what is acceptable and what is not.

Funny you should mention this. I am narrowing down where to stay for upcoming NYC vacation. Reading reviews on lots of sites. It’s hard to separate the important issues from the mundane. The reviews can vary depending on when the guest stayed, weekday or weekend, and how delayed their flight was. And definitely depends on the age (or the age you feel) of the guest reviewer. It’s all over the place. I’ll go and have a drink at the bar before I check my room lol.

 

[Uncle Coaster]

Please don’t call management who don’t get it bean counters. I am a CPA and that’s what some folks call us. I think the term may mean can’t see the forest for the trees. But it is demeaning to us accounting people.

Let’s agree to call them short sighted. I do think The Disney brand is being watered down. I remember someone saying they were going to a seminar hosted by Disney on customer service. This was 10 years ago. I wonder if they still do those.

Thanks.

Yes they do via the Disney Institute. The next customer service related seminar is actually in two weeks.

I attended a banking seminar about two years ago that featured a presentation on service from someone at Disney. Good stuff.

 

[snappy]

I would suspect that, outside of echo-chamber forums such as this, the number of people who are actually complaining to Disney about the policy is very small in relation to the total number of guests who have stayed since the policy went into effect.

When I received a call in reply to my emails back in March, I was told there had been quite a bit of guest feedback to room checks and the new resort parking fees. I have no idea what percentage of overall guests. But something about the old squeaky wheel saying makes me wonder if the feedback at least registers with them. If they are constrained by insurance requirements the room checks won’t end, but they can at least train staff better so there is consistent application. I am not holding my breath though.

I do the surveys each time I get one. Wonder how many other people bother.

 

[snappy]

Yes they do via the Disney Institute. The next customer service related seminar is actually in two weeks.

I attended a banking seminar about two years ago that featured a presentation on service from someone at Disney. Good stuff.

Good to know. I would actually love to attend a seminar re: how the animals at AK lodge and park are managed. I attended the lunch with an animal specialist at Sanaa right after those started years ago. The animal specialist was actually the curator (wish I could rememember his name) and one of his managers who organized everything related to the animals when the park and resort were developed. It was a fascinating 3 hours. They were passionate. There were only a few guests but they answered every question. It whetted my appetite to know more. Sadly, the curator has moved on from Disney. I took my daughter and a friend to the lunch with an animal specialist later and the presentation was brief. Though the food was still excellent at Sanaa! Very good wine available too!

 

[Three60guy]

I’m beginning to feel no matter what someone says you’re risking offending someone here. Gawd only knows I have been “told” quite often. But if that is the price I need to pay to help get the memo out about mandatory room checks, so be it.

And oddly, the items I spoke of are “cost driven” I was just told. And who takes care of cost driven items? I dare not say.

Welcome Home.

 

[LongLiveRafiki]

None of the things you stated I would consider customer service driven issues. Customer service is are you taken care of promptly when you are waiting in line. Or are the bus drivers friendly. What you quoted is for the most part cost driven. Oh, the one thing I consider customer service are the dogs, and that can be easily argued as Disney trying to "plus" the resort experience.

Under that description of customer service, I think @Three60guy's points of decline of service at check-in, dogs at resorts, and room checks would all apply. With online check-in, it's completely skipping the actual customer service aspect that used to be there, and some would probably say that even when you check-in in person the quality of the customer service has decreased. I won't cover dogs since you already did. With room checks, some feel it's a decline in customer service in regards to how each individual performing the check does it (repetitive knocking, insistence on being let in, etc) and the lack of a standardized protocol for how it's handled.

Even the fees could be conceived as a decline in customer service as, for example with the parking fee, there is no extra service or benefit added for the fee beyond what guests were previously able to do for free. There's (I assume anyway), no new guard walking through the parking lot to enhance security or someone to park your car for for you for this added fee. Whereas with Magical Express, which is free, guests are receiving a lot of great customer service from a usually friendly driver who loads and unloads bags and is sometimes willing to chat with you about facts and trivia about Disney. In comparison, customer service is IMO lacking in regards to the parking fee.

It all depends on how you look at it.