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

[maxiesmom]

I am so sorry! I cannot believe this is how Disney treats it's "guests".

 

[disneyluv4]

I'm so sorry this all happened. I can not believe that's all you will get back. You are alot nicer then myself. I would have been a b****!! Anyway I hope you have a better trip next time (wherever you may go).

 

[taximomfor4]

Thanks guys!

I definitely was not quite my perky self when she called today. I think it's pretty deplorable that after dealing with her unsatisfactorily, I send many letters all over Disney offices, and she ends up with all of them. That Letter Hog! One would think she would pass it on to ANYONE else!

Anyway, I have ressies for August right now (for right before I start 2 VERY intense years of classes + clinicals), split between POFQ and WL to save a few $. (Might have to reconsider and pick just one,though, since buying mugs for all 6 of us in 2 places would definitely be a budget breaker...KIDDING, people!! ).

Anyway, Disney is a business and can do what they want. I had just thought they would have slightly better PR.

Beth

 

[Costumesaremylife]

Just wondering if you would get anywhere sending the letters certified as personal and confidential? I worked for someone once (who was kind of important in TV) and no matter what the letter was if it said personal and confidential we had to put it right on her desk. It's really sad that they did that to you. I think Pop Century will be more to your liking. Next time if they do anything bad, just start pitching a fit in the lobby. (That always gets people attention no matter what the problem.) Start telling your story to every person you come in contact with, you never know who can help you out. Can you try filing a complaint with the BBB or the state of Florida should have Disability Commisson of some kind? You were first lied to and second given substandard rooms, what if your child had bad allergies to whatever was on the carpets, and the security never showing up is a real problem. I love disney, but if they did anything like this when I was there with my disabled Dad, I'd go nuts.

 

[PhotobearSam]

I say print out this entire thread and all your letters and let a DISer hand to someone personally at WDW for you...This is the worst. I own a motel and would NEVER treat anyone like this...Disney is WRONG this time.

 

[Skroops]

I just finished reading through this thread. How disheartening that everything leads to Lucretia's desk. (or whatever her name is)
If you try that idea of marking personal or confidential on an envelope and send again, make sure you omit your return name and address or she might call you again. lol.
I hope you find another way...
Good luck!

I like the idea of reporting to the BBB or the newspaper. More people should be aware of the "special service" departments idea of firm reservations. This probably happens every day there, only you had the bad luck of reservations over the holiday when the resort was full to capacity. Lucretia probably is on the phone ALL day EVERY day with this very issue. Kinda like when airlines oversell the tourist destination flights....(okay that is a different subject!)

 

[Feralpeg]

Just wondering if you would get anywhere sending the letters certified as personal and confidential? I worked for someone once (who was kind of important in TV) and no matter what the letter was if it said personal and confidential we had to put it right on her desk.

I don't know that sending letters marked personal and confidential would help. My sister was the administrative assistant to the CEO of a large company. She opened all of his mail regardless. She made the decision as to whether or not he needed to see the mail. It might work, but don't count on it.

 

[vascubaguy]

I think I recall you indicating that you paid for your rooms at ASMu on your credit card. If I were you, I would contact my credit card company and indicate that you didn't not get what you paid for. At that point, they should issue a chargeback on your creditcard and send the complaint to Disney indicating that you were challenging the charges. Disney might end up being able to put the charges back on, but it might be worth a shot.

 

[headoflife]

As the parent of a special needs child. I am amazed at the way this was handled. I am fortunate that I don't need very specific accomodations, but this is deplorable. I recall reading a thread a while back where a guest received a complementary stay at the resort of their choice(I think they chose the YC or BC) in an effort to right a wrong. I don't remember all the details, but I believe they were kept waiting in the lobby for a large chunk of time (several hours) for a room. While I agree that was terrible, and wasted a day of thier trip, this seems as bad, if not worse. I don't see hjow they can tell you that you can only have a partial refund for one night! Perhaps someone remembers the thread I am referencing, and can link you to it. Maybe that poster can give you some suggestions on how to obtain a truly satisfactory resolution. Good luck!

 

[Feralpeg]

Maybe you should call this Lucretia person and say that you want to speak to her supervisor. She must have one. Don't take no for an answer. Perhaps she's been given certain procedures and doesn't realize that there are other options. I just keep pestering her until she lets you speak to someone higher up.

 

[bavaria]

taximomfor4, I was awaiting the outcome! Sadly, it is disappointing, but seems to be the trend. I am often frustrated by the offer of 'freebies' which don't suit the situation, and always decline them. (I do have a Tower of Terror Hotel towel which I declined, and the hotel forwarded to me after check out - it was offered to me as an apology for a dining issue. In that case, a simple refund of the meal or an apology would have sufficed. A free towel didn't make my lunch any hotter)

Often a heartfelt 'sorry' is all that is required, but some at Disney don't want to admit mistakes. We all do make them, Disney included.

Having been on the other side of the desk (ie the one who makes things right, composes apology letters, and deals with guest issues) I do feel for you. It sounds like you are taking a healthy approach and are moving on, but I am saddened that Disney didn't see this as a real issue and chose to brush you off.

 

[wide awake]

This is terrible ! As a mom with a special needs child I understand the fact of letting it go, we'll fight the battles that matter...but your post has me questioning if WDW is the right vacation spot for us. Does your local TV station have a consumer watch segment ? Should we all write to WDW and ask for a change of policy on room assignment based on legitimate medical needs ? The whole thing is disgusting, I can understand that CMs are sick of dealing with the "I want a room with a certain view" etc...but that is not your issue. Something has to be corrected here, the ONLY reason I decided that WDW would be an appropriate family vacation is that the TS restaurants would work with DS's special diet...of course they say that, maybe they're like the resort rooms, it all sounds great until you get there.

 

[bavaria]

Yet on another thread, 2 Dis'ers had challenges with the new dining plan - servers not aware of it, etc. Lucretia gave them 2x 3 day passes, if I read that correctly! Now, that's nice, but it's not balanced.

 

[taximomfor4]

Now if the people who got THAT settlement, Bavaria, would conference-call Lucretia with me, maybe she would figure out that standing by her "protocol" and "guidelines" makes no sense. I, too, know people who had (by comparison) more minor oopses from WDW, and got much better compensation...or at the very least a more sincere acknowledgement that WDW did wrong. I just feel like Lucretia doesn't understand how big their mistake really was. I keep getting the standard "we let EVERYONE who had any part in this know what happened, so that nothing like this would happen again. We want you to call me directly several days before you come back to WDW resort, and I will personally give you the direct # for personal reservation assistance at your specific resort, who will make sure everything goes perfectly next time." Sure. Great. Thought going through Special Services was supposed to serve that exact purpose. HA!

Maybe I should notify 5 on Your Side (one of our Newschannel help-the-consumer segments). But since we are in Ohio, I wonder if they would touch this. I'd LOVE this to get publicity, though, so that others who are considering a WDW vacation (especially those with a special needs child) will know what questions to ask. And know to hound till they know the room assignment is correct!!

Thanks, all! Nobody has made me feel like I am one of those chronic complainers that wants something for nothing. I am so hesitant to throw more $ at WDW, hoping that Lucretia and her team of reservation assistants make this trip smoother, knowing that if they mess it up, I am out that much more $ with no shot at recompense.



have a great day, all!
Beth

BTW, I have a pic of my kids with Minnie Mouse on that fateful trip, just cannot figure out how to post it.
If I figure it out, I will post it.

 

[Alicnwondrln]

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

I dont think it sover i would call the newspaper
i would also print out this thread with all the letters you have sent and send it to the paper and cnn and nbc and abc anyone who will listen
also the GM at your resort
copy this story to all the other disney boards spread it around
let disney know you arent gonna drop this
soemone just got 2 free night and 2 day passes out of teh GF for bad service but yours seems worse especially cuz of your child
http://www.disboards.com/showthread.php?t=805351&page=1&pp=15

i think this is the thread
let whats her name know about it and why dont you get teh same service
it seems her formula doesnt fit into what they were given
sorry this is just my opinion

 

[Alicnwondrln]

When I got home today 5/16/05 in the mail was the voucher for Two Nights at the GF Lagoon View, and 4 2-day park hopper passes.

I wasn't expecting to hear back so soon, and am very pleased at the follow-up that was made on our behalf by the Guest Manager Ellen.

Now, when to go back.....LOL

this is from the thread i linked you to they had bad service and were taken care of
the RIGHT WAY!!!
I am soo mad for you i cant believe they keep telling you its standard when its not true
i would copy her thread and send it to whats her name

 

[taximomfor4]

wow, thanks for the link! It actually is nice to see that WDW takes care of customers with problems in their stay. I guess instead of paying what, nearly $300/night for ASMu (2 rooms) I should have put the 2yr old in a portacrib and payed a little bit more for the GF (all squished into one room, though). Sounds like they take care of their guests a bit better, no?

Sort of stinks that ANY disney resort can mess up a stay as much as ASMu did.

 

[Alicnwondrln]

Mr. Lee Cockerell
Executive Vice President
Walt Disney World Operations
1375 Buena Vista Dr.
Lake Buena Vista, FL 32830-1000


write this guy

 

[taximomfor4]

Mr. Lee Cockerell
Executive Vice President
Walt Disney World Operations
1375 Buena Vista Dr.
Lake Buena Vista, FL 32830-1000


write this guy

I did. Lucretia called me back with the letter in her hand. Don't know how to get it to him without it getting to her instead. ??

Beth

 

[Magical-Memories]

I did. Lucretia called me back with the letter in her hand. Don't know how to get it to him without it getting to her instead. ??

Beth

Beth...what about sending it in an envelope marked "PRIVATE & CoNFIDENTIal". If Lucretia calls you back once again..I would demand to speak directly with this Gentlemen. Lucretica also must have a supervisor..maybe it's this guy. But I would push to only speak to him.