Call Back from Complaint Letter

[CPer'sMom]

What was the address you sent your letter to? We had a very bad experience with our room at POP Jan12-19. I made several calls to the front desk requesting a room change and was told each time there was nothing we could do. The carpet was filthy, there was mold ALL over the bathroom walls, shower curtain, tile, etc, there was hair in the sink when we arrived , and we got no housekeeping during our five day stay. I was livid. It looked like the room had not been cleaned in about 6 months . I would like to send a letter to let them know the state of our room and the fact that we could not get any help in the situation.

And you actually stayed in this room?!!? I'm sorry, but I truly find that very hard to believe. You "made calls" to the front desk? You didn't go down there and speak to a manager? Had that manager come to your room and take a look? Oh, please ........

 

[mking624]

PS-Upon our arrival home I had to take my DS5 to the Dr. He had a severe sinus infection and strep throat. He was healthy when we left.

Well this really could have been from anything. You're talking about a destination filled with tourists...and strep is very contagious and sinus infections can happen at any time. When complaining in your letter, I'd be careful about mentioning that because that doesn't necessarily have to be a result of the room.

 

[Robo]

You better believe it.

If you had contacted a manager at ANOTHER RESORT they could have helped you.

This does not make sense.

You were AT WDW... there are managers, Managers, and MANAGERS, at a TON of resorts. So what if the Pop was full?
They booked you a room with housekeeping (Mousekeeping) included and didn't perform. ONE DAY "credit"?

Why didn't you ask for an upgrade to Caribbean Beach, or demand a room at the Beach Club or the Poly? Dirty, moldy room? I don't get it?

What would you have done if this was a RENTAL CAR that did not RUN?

 

[attagirlx2]

I feel bad for those who had not-so-magical stays. As much as we all love Disney and feel the need to defend it against any naysayers, to trash others for retelling their experience is, IMO, wrong. Not one of you were in their shoes at the time. I wasn't there either. But I do know that there have been little things that over time become HUGE things and I know other times there have been huge things that have diminished to little things with time passing. We all do it!

 

[Robo]

I feel bad for those who had not-so-magical stays. As much as we all love Disney and feel the need to defend it against any naysayers, to trash others for retelling their experience is, IMO, wrong. Not one of you were in their shoes at the time. I wasn't there either. But I do know that there have been little things that over time become HUGE things and I know other times there have been huge things that have diminished to little things with time passing. We all do it!

We all have "not-so-magical" little distractions even on the best of trips. STUFF HAPPENS and maybe its not anything that can be (or even needs to be) fixed.

But this "dirty room" thing goes WAY outside the margins of what we expect "on-property."

I'm responding because it is PREPOSTEROUS that:

1. Someone would be treated this way (and allow it to continue) at a place with the best customer service in the business.

2. A place where there are hundreds of people in the chain of command that can fix a problem IF THEY KNOW about it.

3. If it was NOT a BIG DEAL, then why report it here?

4. If it WAS a BIG DEAL, why was it not handled in the course of EIGHT DAYS?

5. This from someone who has stayed at WDW many times before and KNOWS what to expect.

6. Could anyone on this board explain how Mousekeeping
DID NOT SHOW UP to make-up or clean-up this room over 5 days at a Disney resort?

7. And they PAID for this room.

8. Now they want to "write a letter."

9. Dates of stay: Jan12-19 (8 days/7 nights) but poster also says "5 day stay" so don't know which it is.

Not an attack.
I'm just using LOGIC (that's why I've laid it out.)
This COMBINATION of incongruous situations does not make much SENSE.

I'm sorry for anyone that this happens to... I just don't see how it COULD GO ON for the duration of a week at WDW.

 

[mking624]

Wow, Robo, I don't think I've ever seen this kind of reaction from you before!
FWIW, I agree with you. It just seems odd that someone would stay in those conditions. While Pop may have been fully booked, not every single resort on property would have been...and they can easily transfer you to another resort (even comparable ones like the All Stars). People have easily moved to other resorts if they have been unhappy with the current one.
The poster says there was mold ALL over the bathroom walls, tile, shower curtain, "etc" (not sure what "etc" refers to). If that were true, it doesn't seem likely that Disney would ignore something that serious as certain type of mold are lethal. Not to mention Disney can and has been able to offer credits in ways other than cash (they have gift cards they can apply credits to). This just doesn't add up right.
If it's true...then wow, I'd be doing a lot more than just now deciding to "write a letter" two weeks after the return home....

 

[karibritt01]

I do see how this could go on. I have read so many complaints that are handled by Disney resorts in EXACTLY that fashion. They seem to take pride in their ambiguous responses when guests complain. I stayed at CSR for a week last summer. While the room and resort were gorgeous, we did have a few issues. We had to request that our glasses be exchanged with clean ones... and they were left in the sink with milk in the bottoms! There was pizza and sodas in the fridge when we checked in. The trash only got emptied once, when we left it sitting in the middle of the walkway. My DD3 threw up on her bed, and we had to request her sheets and blanket be changed! We chose not to complain, as everything was handled upon request, and it was mainly little things. Just pointing out that things do happen.

That being said, I would have demanded that the manager walk up to my room and look at the bathroom if it were moldy. That's just gross, and 1 night would have been my max - if even that!

 

[mking624]

I do see how this could go on. I have read so many complaints that are handled by Disney resorts in EXACTLY that fashion. They seem to take pride in their ambiguous responses when guests complain. I stayed at CSR for a week last summer. While the room and resort were gorgeous, we did have a few issues. We had to request that our glasses be exchanged with clean ones... and they were left in the sink with milk in the bottoms! There was pizza and sodas in the fridge when we checked in. The trash only got emptied once, when we left it sitting in the middle of the walkway. My DD3 threw up on her bed, and we had to request her sheets and blanket be changed! We chose not to complain, as everything was handled upon request, and it was mainly little things. Just pointing out that things do happen.

That being said, I would have demanded that the manager walk up to my room and look at the bathroom if it were moldy. That's just gross, and 1 night would have been my max - if even that!

Yeah see with your situation...clean glasses and some things in the fridge, and a trash bag being thrown out only once...I could see how Disney would miss the mark on responding properly to that. But mold to the extent that the person responded? When there are lethal molds out there, it just seems highly unlikely that Disney would just shrug it off and not bother with it.

 

[Robo]

Wow, Robo, I don't think I've ever seen this kind of reaction from you before!
FWIW, I agree with you...

This just doesn't add up right.
If it's true...then wow, I'd be doing a lot more than just now deciding to "write a letter" two weeks after the return home....

I'm just sayin'.

 

[#1 Pocahontas]

Oh yeah, I can totally see that happening in the hotel.

On our honeymoon we decided to end our trip with 2 nights at the Grand Floridian. NEVER AGAIN!!! When we got our room we were walked in on 3 times by the cleaning staff. No knocks, they just used the key and walked right on in. This was all in the same afternoon. Then I went to use the bathroom before we left for the park. I saw hair on the floor of the bathroom. I can't stand other peoples hair laying around so I grabbed a tissue and picked some of it off the floor. When I did that I noticed that the tissue had also picked something off the floor, URINE!! Upon further inspection I saw that there was urine all over the floor around the toilet and shower area. GROSS!!

Now, I am the type of person to try to make the best of things and not get to upset so as to not ruin my vacation by being angry. So we politely called and asked for someone to come up and clean the room. They told us to please give them an hour and they would have someone come up. So we went and ate, came back and guess what? The urine and hair was still there. Then I discover the cleaning staff had left a message on our telephone saying that they had tried to come but their key wouldn't work. I guess that is where they planned to leave it. How can their key suddenly not work when we were already walked in on 3 times that day? So, I had to call back and leave the room all over again. Finally we got it cleaned up. Something else went wrong too when we were there but I can't remember it right now.

I filled out a survey and wrote all about it, that was how I complained. They sent up a bottle of wine, as an apology I guess. We don't drink but it was a nice gesture. I still will never stay there again. For the crazy amount of money they charge a night I never expected the rooms to come with complimentary urine and hair. YUCK!

With other Disney resorts I don't think we have ever had a smooth trip. I have never complained about anything but the urine though. But I have had other hotels loose out luggage, twice in one night if you can believe it. I have to call 3-4 times to get the pack-n-play that was listed on my reservation to begin with. I guess I have come to expect it anymore. On our last trip sure enough....our luggage was not in our room like they said it would be, it was in a different room, and our carry ons that we had stored in the front of the hotel were delivered to another room. Oh well, after a few calls they eventually get it right. LOL I will still come back again and again because I love Disney. Even if they do misplace my luggage everytime. LOL

To the OP- I experienced a lot of "move ons" from the cm's as well. It was mainly around the taping of the Christmas Parade. Maybe that stressed them out? One cm literally pulled a rope out and cut off the sidewalk right in front of my stroller as I was walking. He kept telling me to move and that I couldn't go that way, but I was stuck, I had no room to turn the stroller around until people filtered out of the path he had just closed. I have to admit I was pretty annoyed by his attitude. Sometime after his fourth "You can't go this way mam" I told him I would gladly move as soon as I physically could. That didn't seem to please him but what could I do? I have never experienced that kind of attitude from a cm. Again, I just think it was the stress from the parade.

 

[karibritt01]

Yeah see with your situation...clean glasses and some things in the fridge, and a trash bag being thrown out only once...I could see how Disney would miss the mark on responding properly to that. But mold to the extent that the person responded? When there are lethal molds out there, it just seems highly unlikely that Disney would just shrug it off and not bother with it.

I agree. Just thinking if they are extremely busy, and the person complaining is the non-confrontational type, then they may not have realized the seriousness of the situation. Me... I'm confrontational! (As you may have noticed. ) I would have gotten increasingly vocal until I found a solution, and the heck with how crowded the lobby is! I would also have a ton of pics to go with my letter when I complained. BUT... not everyone is like me...

 

[Robo]

6. Could anyone on this board explain how Mousekeeping
DID NOT SHOW UP to make-up or clean-up this room over 5 days at a Disney resort?

Still waiting.

 

[luvthephunk]

WWe had two very bad character reactions and I sent a letter off just to let them know . A very nice person called back leaving a very long message apologizing over and over. They said they would check into who was the character during the time and see if there was going to be punishment for their behavior . If they decided not then it would go into their files as a complaint. Also he asked if it was okay to use my letter during training of characters to emphasize how a 2 minute interaction can ruin a trip. Also to say how they shouldnt be acting. I said yes no problem and told them I emailed not expecting anything. He is sending personal autographs for my child of other characters which was a nice gesture I think. I am totally happy with the way my complaint was handled.

As a Character Attendant that works with our characters every day, I too would like to know what happened if you don't mind elaborating a bit on the incident I would appreciate it. It truly pains me to hear about guests having negative interactions with our characters.

 

[karibritt01]

By the way... as for the security, Disney suits, and dogs around the backpack as posted earlier. Sounds like they thought it could possibly be a bomb, and were trying to inspect it without causing a panic. I personally would rather be yelled at and safe! Also sounds like they laughed when it was over, because they realized they brought out security dogs to inspect a forgotten diaper bag or some such thing! While sometimes you just get a moody CM. other times they do have a reason for being abrupt.

 

[karibritt01]

6. Could anyone on this board explain how Mousekeeping
DID NOT SHOW UP to make-up or clean-up this room over 5 days at a Disney resort?

Still waiting.

Sure... soon as someone explains how mousekeeping makes up a bed with puke in the middle of it!

 

[Robo]

Sure... soon as someone explains how mousekeeping makes up a bed with puke in the middle of it!

That's not an answer to my question.

But we do have some lovely parting gifts.
Thanks for playing!

 

[karibritt01]

Thanks! Needed a laugh tonight!

 

[bicker]

I agree that the report seems incredulous. If a guest raises the issue with the front desk the evening they return from the parks, and nothing is done that night, I cannot imagine that if Disney managers were informed the next morning, they wouldn't have turned over Heaven and Earth to have the room cleaned that day. It just isn't plausible.

 

[wdwfan1]

I have heard that housekeeping is no longer done by Disney employees. They outsourced that service to another company. I do not know if this is true or not, but even if it is there is no excuse for this kind of neglect.

We were at BWV in October and OKW in Nov/Dec and encountered no problems. Of course DVC does not get full housekeeping, but the villas were both in perfect condition upon check-in.

 

[kaytieeldr]

If someone stopped in front of them to maybe ask a question then they were yelled at to "MOVE ON". It was really loud as I wasn't right up next to them and I could hear everything they were yelling.
Then the next rotation happened and they did it again. I would think a simple "This Way Please" would have gotten the guests out faster as being yelled at guests would stop and find out why.

I can see your point - but "MOVE ON!" really does convey an urgency for compliance that a polite "This way please" would not.