Anyone ever complained to DLRP

[jockey]

Has anyone ever done this and got a response? Just wondering if we should be bothered writing to them? TIA

 

[DLPdaft]

The way I see it, if you don't complain, how will Disney know that anything is amiss?

I have complained in the past, by email and snail mail. The snail mail letter got results that the emails didn't. Having said that, I also complained about a CM getting the Annual Pass sponsorship rules wrong, causing one of my friends to have to shell out 10% more than she should have when buying her APs. That complaint, I made by email, and I did get a satisfactory and speedy result to that by email.

Complain if you feel your complaint is justified, just as you would with any other establishment.

 

[jockey]

We will do both thanks It was not all bad they do some things good. Just a few things I would not want others to experience. It's Disney after all, it should be high standard!

 

[Disneyfanswicklow]

Hope it was not a big problem - have never had to complain before here is hoping my january trip will be same. But like previous poster if there is a need to complain then you really must how else can problem be solved and not an issue for future guests?

 

[CityBlue]

Has anyone ever done this and got a response? Just wondering if we should be bothered writing to them? TIA

Hi. Unfortunately I have had to complain to Disney and the customer service is absolutely terrible. I must have sent them 6 e-mails before they decided to reply. The trick is to keep bugging them or else you'll just get ignored! Good luck.

 

[thelittlemermaid83]

I complained and had a great customer service, sent a e-mail and they replied via snail mail with a 20 euro plush for DD to say sorry and they went out there way to make sure my trip i had in September went smoothly. My DD even got a birthday card signed by all the princesses via City Hall to make up for the problems i had in my January trip.

 

[Booknut]

I complained after my first trip about the state of the room we were assigned when we got to the Santa Fe. I emailed them about a week after I got back as I didn't want the email to be too emotional or angry. I simply stated what had been wrong with the room and how we had lost our first park day because of it.

It took a while for them to get back to me, in fact I had forgotten about it. But they did get back to me, they wrote a 1 1/2 page letter apologising and telling me what they had done to make sure this wouldn't happen again and they gave us a free night at the Santa Fe and 2 day park hoppers for free as well which I was very grateful for - and plan on using next summer

I also needed to contact them via email before this trip about another matter that wasn't a complaint and again, it took about 2 weeks for a response to come through but they did come through for me. I think they must be very busy and understaffed in their email guest communication department but i'm sure they will get back to you in the end.

Good luck

 

[PrincessKins]

Disneyfoo and I complained about the state of our Admiral's Floor room a few years ago, and also an injury sustained in Frontierand (I'll never look at parasols the same way!) and it did take quite a while for the initial response as we posted our complaint. After we got a reply (and a reference number and name of someone we could contact in Guest Communications) we got the email address from DISboards and maintained contact via email since. Most of the time the emails came swiftly but there was a point where we didn't receive a reply for weeks, but that could have been as our case handler was out of office? Anyway, due to the state of the room we also received a letter (like Booknut) apologising for the state of the room, and we got an amazing room on our next stay (we'd already upgraded to Lakeside Montana at Sequoia Lodge, but we got a room right in the middle, and could see the castle and ToT from our room - amazing) and dressing gowns and slippers, which actually came in really handy
To apologise/compensate for the incident with the parasol the claims department gave us a 2 night stay at Sequoia lodge for 4 adults maximum, we just booked it with them (only 2 adults) and they let us have the hoppers for the whole stay too! We're extending our visit, of course, and we can't wait. The last few emails have got replies within about 12-15 hours of being sent, which is pretty much a record for any escalations team in my experience!

So conclusion? Yes complain if you feel it's worth complaining about. Send a letter if you need to include pictures, but then if you haven't received a reply within about a week email. Also, bear in mind the UK postal strikes at the end of the week, so if you are sending things it might be worth paying the extra fiver at the post office for registered delivery - at least then you can track it.