ASMu woes...update (p.8) and HELP!

[PhotobearSam]

I would send a paper letter to Eisner along with photos and explain that you feel like you were treated badly and that your days of staying on-site are over.

I understand that they can't guarantee connecting rooms but SPECIAL NEEDS KIDS need to be made an exception for.

Also tell them you are telling 75000 people here on the DIS and see what happens.

I own a motel and if I had to put you in a room with wet carpets...It would be 50% off the whole stay...not just one night.

Outrageous.

Don't let up...People need to be aware that Special Services is a fraud because they did not HELP you at all....

 

[Alicnwondrln]

I agree with photo bear sam
this is crap
i would write a letter to eisner and any exec i could get a name and address for
i would be sooo mad and i know my Dh would never go back

 

[Stitchfans]

I am sure that what you have described is the truth. But just wanted to add that my DH takes flights out of Reagan National & Dulles on a weekly basis(sometimes he flies home & back out twice within a week!) & has personally never had problem with the TSA security agents. Our DD & I have flown out of Reagan National(and Washington Dulles) as well on many occasions since September 11th & have not experienced problems either. I am sorry that you had such an awful time of it - I would have 'scorched the Earth' if what happened to you all had happened to our DD (& us)! Yikes - hope this 'security agent from H*ll' gets re-assigned or a completely different job..otherwise chances are my DH will get her!
Glad to hear that when you got to ASMu that things went better.

agnes!

Thank you Agnes. I did email TSA to complain and believe it or not was told that if more complaints are made against her they would investigate it. Can you believe this? They also went through this stupid dialog of how their employees are trained and so on. As if I care. All I cared about was how my family was treated. It wasn't just that one girl either, it was the other two so called supervisors that snatched her off to the side and barked at me to get lost or I'd be frisked. I hope for your DH's sake that he never runs into this girl she isn't a very nice person.

Beth- Again- I am so sorry. I can't believe what is being done to you. You should push for more. But I guess in cases like mine and yours if you don't know who to report to or if it looks like a unbeatable battle sometimes it is easy to just give up. Even though I am a hypocrite for saying this though you should push for more. I didn't go through anything compared to you. Hope all goes well for you and your family. Susan

 

[Luv2Roam]

I can tell you right now I if I were you I would be writing a detailed letter (not e-mail) to Lee Cockerell. I would mention dates, times and names, all the way through.
Our POR stay was less than glowing, but not a nightmare as you experienced.
I wrote a letter to Mr Cockerell and the GM at POR. (This was almost two years ago.)
I did not ask for compensation.
I never heard from the POR GM.
Mr Cockerell's assistant called me not long after and offered me a night's stay at POR. I replied even for free it was not worth the hassle to stay there again.
I was offered one night's stay paid in Disney Dollars. I took them and spent them on our next trip!
Even if you don't get additional compensation, you have made certain facts known to higher up management.
Good luck!

And when I had a great WL stay, I made sure he heard about how well that was too.
I had the pleasure of meeting Mr Cockerell last year. He is a great guy.

 

[sprite]

OH........and she reiterated that connecting rooms are NOT guaranteed. I tried to pin her down...said that my first ressie said Connecting Rooms Request. But after going through spec svcs, it said "Guaranteed Connecting Rooms for Families." I asked, hypothetically, if I take the next trip without dh -- just me and 4 small kids (he might be mad at the $123.17 and NOT come, lol) will several of my kids maybe get their own non-connecting room? She would NOT give a definite. She said ""Everyone wants connecting rooms." So maybe I will have to pay for 2 rooms, and squeeze us all illegally into one so none of my kids are sleeping in a separate hotel room illegally? she promised that they "try no take each situation individually. They would list the reservation as Guaranteed Connecting Rooms for Families, and TRY to make sure it happens."

This is crazy. When you call and make a reservation, the CM says there are guaranteed connecting rooms for families. When you get the confirmation letter it clearly states guaranteed connecting rooms. But, when you actually get to the hotel - connecting rooms aren't "really" guaranteed? What are they - pretend guaranteed?

This seems like a deceptive business practice.

 

[riu girl]

I just read this thread and I just want to let you know how sorry I am about your situation.
We were at ASMo 12/2004 and didn't have a ressie through special services ( I didn't know about special services until we got home). We have a special needs daughter who needed a quiet, smoke free room with a fridge. It was requested on my ressie with CRO. A few days before going to ASMo, I called the resort direct and told them about my daughter. They typed a bunch of info. into the computer. When we checked in we were given an ideal room.

I just assumed this is how it was handled each time when there is a special needs person in the family.

I feel so bad for what happened to your family vacation. And I can understand how your DH feels. And to be offered what you were in the way of compensation, IMHO, that was pathetic.

I hope you can convince DH to try WDW again. I hope next time things go better for you. If you do go again, perhaps consider calling the resort direct next time a few days before and tell them the situation about your special needs child.

Suzy V.

 

[erinch]

I agree with the suggestion that you write a paper letter. Send it to special services, Eisner, the head of customer relations, etc. etc.

Document every step, including names where possible.

Include in the documentation the phone hassle you've had since you've been back, and the way they have made you feel that they don't believe you, when the burden of service is on their side. Squeaky wheels do eventually get some grease.

 

[taximomfor4]

where would I find addresses for writing to someone else? The only addy anyone gave me was the guest communications one.

I'll start searching, but if anyone knows where the other addresses are, I would sooooo appreciate it!!
Definitely gonna write. We are getting back just UNDER 10% of our total hotel stay. My dh feels VERY insulted, they won't even acknowledge that the second set of rooms was a problem (out of inventory). He was mad because there were many little things in the rooms that were broken, and our ONLY other need (after connecting doors) was somewhere quiet. Every CM i have talked to since then (at other resorts while on vaca with stepmom) said that if someone wants a quiet room, they do NOT put them on the 1st floor in the outside-corridor hotels. And certainly not where they know large groups of teenagers are also staying in the same building. For Special Services having "blocked" our appropriate rooms three months before our trip, this whole thing was very annoying. I mean, I tried to ask Lucretia (the phone lady) why I was absorbing ANY of the cost of especially the first night. What in the world MORE could I have done to prevent this sort of mistake? I double and triple checked the room location AND the connecing doors EVERY time I talked to a CM, I even tried to get Spec Svcs to tell me the room number. I wanted to call the resort DIRECTLY since I KNEW she was just looking at a map. I wanted to find out directly from an ON SITE CM if those rooms were appropriate and had a connecting door. They couldn't give me the room number, of course. But I did call ASMu a few days before arriving and was assured (when they looked up my ressie) that my rooms would connect.

Lip service irks me. That woman was "splitting the cost of the first night with me" because it didn't "fit the strict guidelines in their protocol"....but when deciding who gets connecting rooms, "we try to take every situation on an individual basis." Apparently, just not when handling the messes they cause.

So anyway, it appears the "fault" goes with the CM from Spec Svcs who blocked our rooms, whose "picture" apparently LOOKS LIKE our original rooms connect. HOWEVER, connecting rooms are never guaranteed....blah blah blah.,


I am rambling, just am angrier than ever right now. GOtta get some letters written, and find addresses to send them to!

Thanks all for your help and support so far. I am so glad nobody got on here and shot me down. Makes me feel much more ok in still complaining!!

Beth
Beth

 

[triplefigs]

Beth,

I don't have the addresses, but wanted to offer you my support and sympathy for a HORRIBLE experience. I am the mother of 2 special needs children (my DS sounds a lot like your daughter). We also must have connecting rooms for medical reasons and have gone through the Special Medical Reservations. Please keep us posted on your progress. Again, I am so sorry this happened to your family. I hope you get some real progress with the letters and more than 10% (what a joke).

Keep fighting. You're definitely doing the right thing.

 

[Sk8Leigh]

Here are a couple of threads I've seen with addresses:

http://www.disboards.com/showthread.php?t=84539

http://www.disboards.com/showthread.php?t=694629&page=5

They're both on the Disney Rumors and News board. The first one is a sticky at the top, just for addresses. The last time some of those were updated were a couple of years ago, though. The ones in the second thread are newer. If you compare them, they look mostly similar, but not completely, so you might want to check on them. Some positions could have changed. That R&N board seems to have people that are the most knowledgable about how to contact Disney, IMO, so if you're not sure about addresses (or who to complain to), you might want to post there to ask. Just tell them you have an All-Stars complaint, you've been given the run-around, and ask who the higher-ups are who should get your letters. I guess it's not completely on-topic for that board, but I really think you'll find the most help there.

I would put a CC on the bottom of the letters to let everyone know who you're sending them to. Someone might be more willing to take action if they know their boss is also getting the letter.

I hope you can get more satisfaction than you've gotten!

My best advice for future trips is to stay away from the Values. I've never stayed there, but most of the nightmare stories I've heard seem to be from there. I thought POR was very peaceful when I was there (in the mansions) a year ago.

 

[bavaria]

I told your story yesterday while on a long car trip with two others who also work in hotels, as an example of 'how does Disney get away with this?!' They were as stunned as I was, and agreed that many other companies would have taken some form of appropriate action to recover the situation.

My recommendation is that you keep the letter as short as possible, with clear facts and information. Write the letter, then put it aside for a day and reread it before you send it.

I have read many letters written by guests who were very emotional during the writing of the letter, and sometimes that made it very difficult to determine exactly what happened.

 

[taximomfor4]

I started with the original email to guest communications, and deleted some less pertinant annoyances. Then, I added a 3-4 sentence paragraph of each communication with WDW since the original email. It ended up 3 pages long, but even with cutting out emotions, it was as short as I could get it. I don't want to eliminate any phone calls, names of CM's, or quick descriptions of each conversation. I guess, since I finished yesterday and edited today a tad (wasn't much more I could eliminate without eliminating some of our many conversations), I am sending out 3 letters tomorrow.

Thanks, all, for the help! I wish I could cut the letter down more, but cannot think of a way to, without losing some important details. Better get some responses!!

Beth

 

[bavaria]

One last thought:

More and more, hotels are setting limits on what their staff can offer as refunds (ie 10%, 25%, 50% etc depending on the situation and the level of authority)

My suggestion: make a new reservation at POP if possible for your August dates. Then call or write, and offer some solutions

1) a refund of ##% off your last stay - realizing that this may not happen

2) tell them that you have booked a future stay at a Value, as that is what your budget can afford. However, based on your previous value experience, your DH is displeased and prefers to cancel. Politely suggest that they upgrade your reservation to a moderate, at no additional cost

This will ensure that Disney gets future revenue from you, rather than refunding a past stay. When guests say 'I will never stay with you again' it limits what they can do to recover the situation.

Good luck!

 

[Wish I lived in Fl]

After this, with everything promised but none delivered i would never stay onsite with WDW.
Rent a Timeshare.

 

[taximomfor4]

One last thought:

More and more, hotels are setting limits on what their staff can offer as refunds (ie 10%, 25%, 50% etc depending on the situation and the level of authority)

My suggestion: make a new reservation at POP if possible for your August dates. Then call or write, and offer some solutions

1) a refund of ##% off your last stay - realizing that this may not happen

2) tell them that you have booked a future stay at a Value, as that is what your budget can afford. However, based on your previous value experience, your DH is displeased and prefers to cancel. Politely suggest that they upgrade your reservation to a moderate, at no additional cost

This will ensure that Disney gets future revenue from you, rather than refunding a past stay. When guests say 'I will never stay with you again' it limits what they can do to recover the situation.

Good luck!

hmmmm...I wonder if anyone else can sound off on this idea. I sort of like it!
I did get an AP before this trip, because we had planned on going 2x now, then taking a few yrs off till I finish nursing school. DH really wants to stay at WL (it'll be value season for deluxes in August)if I ever get him back there. Maybe if I book POR, then do as suggested above but asking for an upgrade to WL, they might do that? After AP rates come in, I doubt the 2 will have a big price difference since Mods will still be in regular season.

Anyone else?

Beth

 

[erinch]

Maybe if I book POR, then do as suggested above but asking for an upgrade to WL, they might do that? Beth

Beth--
If it were me, and since you don't want to stay in the "value" resort again, I think I would leave the POR and WL out of it, send the letter and ask for better compensation than you received, which you would graciously accept as a credit toward a future stay.

Be sure that you include a hard copy to special services as well as any other "higher up" addresses you've located. I would also include the manager at the resort you stayed at.

 

[scouthawkk]

Here are a couple of threads I've seen with addresses:

http://www.disboards.com/showthread.php?t=84539

http://www.disboards.com/showthread.php?t=694629&page=5



The addresses on these links are also what the 2005 UG has listed. They also suggest taking complaints public (if you don't get the results you want) by sending a letter to the editor at the Orlando Sentinel (633 North Orange Avenue, Orlando, Fl 32801-1349-407/420-5286)

Best of luck!!!!!

 

[taximomfor4]

Here are a couple of threads I've seen with addresses:

http://www.disboards.com/showthread.php?t=84539

http://www.disboards.com/showthread.php?t=694629&page=5



The addresses on these links are also what the 2005 UG has listed. They also suggest taking complaints public (if you don't get the results you want) by sending a letter to the editor at the Orlando Sentinel (633 North Orange Avenue, Orlando, Fl 32801-1349-407/420-5286)

Best of luck!!!!!

Wow, thanks!

Got 3 letters going out today. I'll send more, as I decide where they should go tonight or tomorrow.

Beth

 

[jellymanoffspring]

What a shame....I don't have a child with Special needs..but if I did and Disneys Special Dept. handled it I would expect it to be taken care of!

I guess the situation was complicated by the holiday crowds...
but you should get more compensation that that...

I also think that this should show Disney that they need more options for families of 5 + . If my only option is getting 2 rooms..of course I am going to want connecting!!

Lots of luck to you.... MAybe you should print out our comments an include them with your letters!!

 

[taximomfor4]

Update on my ASMu situation...my letters were received. Lucretia (the same woman who refunded $123.17) just called me. She apparently handles ALL correspondance for ALL the execs. She had all the letters!!

She told me AGAIN that they follow very specific guidelines, to be fair to all their guests. And that we only qualified for the $123.17. JOKE, huh? So it is truly over. I am supposed to call her directly right before we go to WDW the next time, so she can personally make sure that our special needs are met. She will deal directly with the specific resort we reserve.

She also told me that she never said "Guaranteed Connecting Rooms for Families" is still just a request, and that they "try to accomodate, handling each request for this on a case by case basis." As if I made it up!

So, my hands are obviously tied. I cannot think of any more avenues, so I guess it's just over. I think it stinks, its pathetic. So WHAT does it take to get like 25% back from the hotel? Or a future discount? Or comp park tickets? Or a WRITTEN apology from SOMEONE at the resort? Anyway, it's done. I hope DH will try a WDW trip again, so we can have a normal trip!

Thanks to all who supported me and/or advised me through this!
Beth