Best Way to Handle a Problem?

[GRRRDRBR]

Greetings
My family and I recently returned from our 3rd trip to DW. Each time we have stayed at a different resort. This time we stayed at the Pop Culture Resort. On our next to last night, the problem of cigarette smoke began. We can tolerate the occasional puff of smoke, but at times we either left the room or had to open the door to allow fresh air in. Housekeeping brought in an air cleaner but it did not always work. The bathroom smelled like a bar the morning we left. Our clothes and belongings also smelled of smoke when we arrived home. The manager was unavailable when we checked out at 3:30am, but the front desk was notified of the problem on 4 separate occasions. That said, I emailed Guest Communications, but I have not heard anything back. It's been over 3 weeks. I don't expect Disney to refund any of my money, nor do I except them to beg for my repeat business, but no communication back to me after we spent a few thousand dollars is a little hard to swallow. After all these are supposed to be “smoke-free” Does anyone have any suggestions?

 

[maxiesmom]

This seems to be a problem at many resorts, but the Pop in particular. There have been quite a few posts over the last few months about the same problem. Seems the air ducts and the Pop are all connected, so when one person breaks the rules and smokes in their room, everyone on the same duct system suffers for it.

How long where you at the resort before you noticed a problem? I know you did complain and were brought an air cleaner that didn't work. Maybe if you had told them to move you to a different resort that had a room that didn't smell like smoke? I really don't know what you are supposed to do when you have a valid complaint, complain when you are at Disney, and your complaint falls on deaf ears.

I do hope that you get a response from Disney. I find it appaling that they say they have non smoking rooms, but can't seem to enforce that rule.

 

[cheerforchelsea]

We had this same problem at the POP last summer - both DD are severely allergic to cigarette smoke but the management at the POP did not seem to care. So refreshing to take a shower each morning and smell like cigarette smoke when finished because the people in the next room were smoking in their bathroom!!!! I won't be back at POP!!!!

 

[eliza61]

This is one of the hardest problems with any public place, trying to enforce the no smoking policy. Unfortunately, we have very selfish folks who believe that the rules exist for every one but them. My mother was one, who would continually smoke on the balconies until I threaten to simply not invite her anymore. She would always say the wind was blowing away from the room. Anyway, when you emailed guest services did you get a message saying the message was recieved? Remember big companies (such as Disney) recieves thousand upon thousand of emails daily and it may not be possible to respond individually to each one and even if they do it may take quite a while. I would send another email and write a snail mail letter to guest services.

 

[eliza61]

I do hope that you get a response from Disney. I find it appaling that they say they have non smoking rooms, but can't seem to enforce that rule.

How? This can get very iffy. First, you would have to prove that the person your accusing is actually smoking. What if they deny it, it's pretty much your word against theirs. Are you willing to knock on your neighbors door and ask if they are the ones breaking the rules? How do you monitor a 400 room hotel? If management came a knocking on your door with a fine saying you were the ones smoking how would you feel? I have seen them ask tell folks in the lobbies that they could not smoke, when people light up but inside a private room can be very hard to catch.

 

[Eeyore's My Favorite]

I emailed WDW Guest Services last year after a very unmagical trip to POP. I did receive the automated response, but several weeks later I got a phone call on a Saturday afternoon from them and a very nice CM talked to me about all the issues that we had during our stay at POP. The end result being that I received 2-1day park Hopper passes with no expiration date for DH & I. I was pleasantly surprised by the phone call and felt much better after talking to the CM at length. She does know we won't be back to POP, but as AP holders we'll continue to stay at other WDW resorts.

If you don't hear back from them shortly, email them again. Doesn't hurt to keep following up on your complaints. They need to start fixing that smoke smell issue - it's not going to go away unless they do. Maybe it's time to start refurbishing POP - it certainly needs it.

 

[TheRustyScupper]

1) If you look at the unfinished resort buildings, you see why smoke travels.
2) Although construction is expensive, the resort design is "cheapened".
3) An illustration of such is the common ductwork.
4) This allows air from one unit to move to another unit.
5) All of Pop has these cheaper designs.

NOTE: One of our partners is a general contractor, and he pointed out some of the design "savers" used in the new Pop resort. I guess it is the new wave for WDW. If you look at construction of the DVC's (prior to interior fit-out), it is apparent from the way the older DVC's were built. This IS NOT to say that there are construction issues, only design factors that make construction costs less, and "may" affect guests.

 

[tiger4me2]

I guess I have never notice it so much in the deluxes. But I was told if the maid smell like some one was smoking they are to report it to management & then that guest is told & fined & if it continues they are asked to leave. At least this what I was told by WL Club level manager. I don't smoke & have medical issues & I don't like when people breaks the rules & housekeeping know if someone was smoking. I have had people come into the room to do repairs to something that needed fixing & all you could smell was cigerattes on them and after they left the room smelled that way. To be on the safe side I always called concierge's desk & told them just in case. But they all know I don't smoke. But this is my view. Like one poster said some rules don't apply to them only others. Nice way of teaching your children that it is ok to break the rules etc.

 

[EltonJohn]

Does anyone have any suggestions?

You could go public by writing a Letter to the Editor of a local Orlando newspaper.

 

[eemmie1]

I had a problem back in September at Pop. Unfortunately there is really nothing they can do because people don't follow the rules. That does not excuse them not getting back to you however. I called the front desk and they explained that they are allot of rooms connected to the same exhaust in the bathroom. They offered to move me but I had a great room location so I opted to stay. I have to say that if someone had come into my room they could have accused me of smoking even though I wasn't so there is really no way to prove who is smoking unless you catch then in the act.

 

[Charleyann]

Greetings
My family and I recently returned from our 3rd trip to DW. Each time we have stayed at a different resort. This time we stayed at the Pop Culture Resort. On our next to last night, the problem of cigarette smoke began. We can tolerate the occasional puff of smoke, but at times we either left the room or had to open the door to allow fresh air in. Housekeeping brought in an air cleaner but it did not always work. The bathroom smelled like a bar the morning we left. Our clothes and belongings also smelled of smoke when we arrived home. The manager was unavailable when we checked out at 3:30am, but the front desk was notified of the problem on 4 separate occasions. That said, I emailed Guest Communications, but I have not heard anything back. It's been over 3 weeks. I don't expect Disney to refund any of my money, nor do I except them to beg for my repeat business, but no communication back to me after we spent a few thousand dollars is a little hard to swallow. After all these are supposed to be “smoke-free” Does anyone have any suggestions?

I had the same problem this past January. Housekeeping first brought in Air Purifiers. That didn't work. They had to unhook the vents in the bathroom and plug it with a towel! Maintainence said they regularly had to plug the vents! Apparently this is a happening thing at Pop and it is because of problem with the design of the vents (engineering problem, Disney's excuse ). Several rooms are connected to the vent and the smoke is sucked through and blown into other rooms. Disney called me and acknowledged the problem. WE both agreed we couldn't return to Pop as there is NO short term solution to the problems without ripping out the vents and that is costly. They told me it is difficult to catch those responsible as there is many rooms connected to the vents and when they go looking the smoke has cleared so to speak!

This was especially a difficult situation for us as my child has a fatal LUNG CONDITION. We couldn't move as this was over Christmas and New Years and there was no rooms vacant This placed my child at great risk. I loved Pop and can't enjoy this resort because of the vent problem and the ignorance of smokers who think only of themselves and place innocent people at risk.

To you SMOKERS who disregard rules : My child and countless others are placed at risk when you ignore rules of smoking. My child's life is already shortened and you may have contributed even more to his condition! Think before you light up in a room where smoking is prohibited.

I received a call from Disney (Head Office). They acknowledge that in my case it wasn't a matter of disliking smoke but that is was true complaint which they felt bad that my child had been placed in harms way. He has cystic fibrosis. Sent him into a horrible coughing fit for days! Please give them a call and voice your concerns before someone ends up seriously ill from the smoke

Charleyann

 

[CarolMN]

I disagree that they couldn't find out who the guiity party is if they chose to do so. Don't the rooms have smoke/fire alarms? (I'm sure code requires them). Why aren't they set to go off if someone is smoking?

Seems like the alarms could / should be configured so that the the monitoring center knows which room is "on fire" or has the faulty detector.

Too bad Disney won't enforce the rule. It would only take a few fines before the scolaws would figure out they really meant it.

 

[Charleyann]

I disagree that they couldn't find out who the guiity party is if they chose to do so. Don't the rooms have smoke/fire alarms? (I'm sure code requires them). Why aren't they set to go off if someone is smoking?

Seems like the alarms could / should be configured so that the the monitoring center knows which room is "on fire" or has the faulty detector.

Too bad Disney won't enforce the rule. It would only take a few fines before the scolaws would figure out they really meant it.

I did ask Disney why Not automatically kick people off the property for smoking? If they fight, they are asked to leave. I said prehaps if people knew there was a risk of being ask to leave and your room money forfeited then prehaps they would take it seriously...

Something has to be done.

Charleyann

 

[Charleyann]

But my child has spent 300 admissions in hospital and was at Disney to get away from Doctors, procedures and to escape reality to a place that is suppose to magical and fun. Instead it turned into a nightmare because someone thought only of themselves!

I hurt when my child hurts. Especially when it is preventable....


Charleyann

 

[EltonJohn]

Don't the rooms have smoke/fire alarms? (I'm sure code requires them). Why aren't they set to go off if someone is smoking?

Most likely because then Disney would have to evacuate the entire building (upsetting hundreds of guests in the process), etc. just to find out someone has been smoking in a room. That would cost them too much time & money.

 

[liftn]

Although I don't smoke, I do think they should have smoking rooms or sections. Smoking is an addiction and like any addiction will make people do crazy things. I have never herd of more horror stories from non-smokers, until places went smoke free.

 

[stellablue]

Just curious: was smoking in a non-smoking room an issue when they had designated smoking rooms or has it become an issue since they banned smoking rooms all together?

 

[JB2K]

Not sure about as to whether Disney O&Os have dedicated smoking rooms or not, but over at Shades of Green (like all U.S. Government-owned facilities), smoking is strictly forbidden -- with no "gray areas" about the rules.

That, IMO, makes for a much better lodging experience (that should be spread throughout the industry -- Disney included).

 

[Charleyann]

Just curious: was smoking in a non-smoking room an issue when they had designated smoking rooms or has it become an issue since they banned smoking rooms all together?

Disney use to have smoking buildings and nonsmoking buildings. Now there is just nonosmoking. Geez, Disney would be better off to let someone smoke on the balconies. More ventilation out there! I told Disney that too!


Charleyann

 

[christa112]

I can definately tell you, I would be much more upset having to evacuate the room every night than dealing with cigerette smoke. But it is frustrating when the place is smoke free and people still do it. Maybe they should just make a smoking section of the hotel and be done with it.

Most likely because then Disney would have to evacuate the entire building (upsetting hundreds of guests in the process), etc. just to find out someone has been smoking in a room. That would cost them too much time & money.