Call Back from Complaint Letter

[TinaLala]

Well like many of you I braved the parks during the week of December 1 - 10 and only found rude cms at every corner. We were told to 'move on' so many times I thought it was the year of the move on phrase. My DH was so annoyed that the second we landed back in MA he had a first draft done of his complaint letter. So we sent our letter comparing the cms we encountered to Ebenezer Scrooge and hoped for the best. Today I received a voice message from a very woman apologizing for the service we recieved and giving me the blah, blah, blah. I honestly doubt my dh will be content with the mesage she left. However she was brave enough to leave a return phone number, so we'll see what he wants to do with that.

I just thought I'd let everyone know that they do respond to complaints and complements.

 

[bicker]

They surely do respond, though typically just with an apology (which are relatively inexpensive, eh?) if the complaint cannot be validated, which is often the case after-the-fact. It's always best to get all these issue resolved at the moment they occur, when management can make things right. Afterwards, you could just as well be someone just trying to exploit the company for personal gain -- without independent corroberation of the issue reported by a Disney employee, there's no way to tell a valid complaint from an invalid one.

 

[helenk]

I am sorry you had such a bad experience. We were in WDW from 11/30 to 12/5 and our experience was the exact opposite.
We stayed at the AKL and the CMs there were so friendly and helpful, and we found the same of the CMs in the parks.
My husband really does not care for WDW, but even he commented on how nice the CMs were.

 

[nutty4wdw]

i too went first week in dec. overall a great trip however, only complaint was CM's not checking wristbands at MVMCP. but others that week said the days they went they did check. guess at times it's a hit or miss with cm's doing their job or being courteous. but the few complaints compared to the great times makes WDW worth every cent.

i did send letter but got no reply about the MVMCP.

 

[CarolA]

Well like many of you I braved the parks during the week of December 1 - 10 and only found rude cms at every corner. We were told to 'move on' so many times I thought it was the year of the move on phrase. My DH was so annoyed that the second we landed back in MA he had a first draft done of his complaint letter. So we sent our letter comparing the cms we encountered to Ebenezer Scrooge and hoped for the best. Today I received a voice message from a very woman apologizing for the service we recieved and giving me the blah, blah, blah. I honestly doubt my dh will be content with the mesage she left. However she was brave enough to leave a return phone number, so we'll see what he wants to do with that.

I just thought I'd let everyone know that they do respond to complaints and complements.

While i am glad you got a call I was there the same time you were and did not oifn Rude CMs at every turn.

And what does your DH want. AN apology seems sufficent to me.

 

[deanainnc]

We were there the same dates you were and had a bad trip also. I wrote a letter to Disney and the nicest lady called me back. She gave us all, a family of 4, a 3 day park hopper , that expires 12/30/2030 and also recieved a check for $160 plus a pin for 40% off of our next room stay. So they do care.

 

[bytheblood]

TinaLala- Can you please share with us what your husband is expecting from Disney?

It is not bravery that caused her to leave her telephone number. All Disney employees calling from Guest Relations leave a direct number.

You said above that the CMs told you to "move on".....move on from what? Or were you told to move down the row in an attraction so that others could fill the seats? Just curious what that means?

 

[CheshireVal]

You said above that the CMs told you to "move on".....move on from what? Or were you told to move down the row in an attraction so that others could fill the seats? Just curious what that means?

I was wondering that too!

 

[Lucky82061]

I was wondering that too!

Same here.. why were they telling you to "move on"?

Also, Disney is one of te few companies that I have found truly does respond to its guests complaints and concerns. I have written several times about experiences both good and bad and each time have received some sort of response... atleast they try unlike so many other companies out there

 

[GeorgeY]

TinaLala,
We were there Dec 7-13, And I saw an incident of a CM Yelling at People to "MOVE ON"
It was on Saturday Dec 9 at the MK, at the Carousel of Progress. There was a backpack left outside of the attraction and security and a dog and alot of people in suits/ties were around. As soon as I saw the commotion I backed away because I had my child sleeping in a stroller. However the rest of my family was in the Carousel of Progress while this was going on. It made me a little nervous. But as the ride would rotate people would start to exit and the CM's in ties (NOT THE SECURITY GUYS) would yell and I mean YELL at the guests to get out and not go down the normal exit, but go another way. They were really doing it so rudely I was really shocked. I know it could have been a tense situation, but the thing that bothered me was after they were done, they started laughing. 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 called my family in the ride and told them as soon as the doors open to just move out and get away.

That was really the only thing I saw during out stay that was in my oppinon inappropriate and it didn't happen to me, but if I were on the other end of it being yelled at, and not know about the situation, I would be VERY angry.
George

 

[SerendipityBlue]

I am sorry you had such an experience, we were there from Dec 20th to Jan 16th and every day was MAGICAL! we had not one even slightly moody cast member but quite a few who went above and beyond thier duty. Even when Disney pofq bellhops accidently broke our luggage they could not do enough for us. which reminds me that I need to let disney know about these outstanding people, does anyone have the guest communications address to hand?

Cheers!
Ella

 

[mking624]

I agree with the others that they called and apologized...what more are you expecting?

When you wait until you get back home to voice a complaint, there's not much that can be done about it. It really becomes a game of "he said/she said" by that point. When you want to complain about something...you need to ask for a manager right then and there.

But even if you did ask for a manager, really an apology would have sufficed anyway. Not sure what you're looking for...it's not something I'd consider to be "compensation worthy".

 

[lovesdumbo]

We were there the same dates you were and had a bad trip also. I wrote a letter to Disney and the nicest lady called me back. She gave us all, a family of 4, a 3 day park hopper , that expires 12/30/2030 and also recieved a check for $160 plus a pin for 40% off of our next room stay. So they do care.

Wow that seems like a lot of compensation. What went wrong on your trip?

I had a problem on my trip last August. We were assigned rooms without furniture. We went to the parks our first day because the rooms weren't ready and called the number to get the room assignment but when we got back to the resort late at night we found that one of the connecting rooms had nothing in it and the carpet was pulled up and the other room had something like 20 matresses in it. The front desk assigned us new rooms but we had to wait a while for our luggage to arrive. I went to tell the front desk supervisor the next day who had helped in finding the connecting rooms CRO had messed up our reservation) about the problem and she laughed. I asked if she understood how inconvenient this was for my family with 3 tired cranky children and DH who would rather vacation elsewhere and she said "It's wasn't my fault, engineering said those rooms were ready." I told her I was telling her so that she could investigate how this happened and prevent it from happening again but she again repeated the "its not my fault" line. I chose not to take any more of my vacation time on this issue as we did by then have rooms with furniture but I did write to Disney when I got home as I felt like the whole situation could have been handled much better. I did get a call from Disney and a small compensation. But I mostly want an apology.

 

[mking624]

We were there the same dates you were and had a bad trip also. I wrote a letter to Disney and the nicest lady called me back. She gave us all, a family of 4, a 3 day park hopper , that expires 12/30/2030 and also recieved a check for $160 plus a pin for 40% off of our next room stay. So they do care.

I don't think the pin you received had anything to do with "compensation." There's been a bunch of people receiving that pin lately (as in within the last couple of weeks or so...and they're still getting them) and many people, including myself, have been booking rooms at 40% off. Unless it was actually sent to you WITH the compensation check and you were told that the 40% pin was part of the compensation, it's likely this was just one of the random ones that was sent to you.

 

[dimoe]

We were there the same dates you were and had a bad trip also. I wrote a letter to Disney and the nicest lady called me back. She gave us all, a family of 4, a 3 day park hopper , that expires 12/30/2030 and also recieved a check for $160 plus a pin for 40% off of our next room stay. So they do care.

Wondering how your trip was so bad to get that kind of compensation. We 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.

 

[MAGICX2]

We were there the same dates you were and had a bad trip also. I wrote a letter to Disney and the nicest lady called me back. She gave us all, a family of 4, a 3 day park hopper , that expires 12/30/2030 and also recieved a check for $160 plus a pin for 40% off of our next room stay. So they do care.

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.

 

[Mecha Figment]

Wondering how your trip was so bad to get that kind of compensation. We 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.

What characters and what happend?

 

[DisWiz]

We had a very bad experience with our room at POP Jan12-19... and we got no housekeeping during our five day stay.

WHAT?

Nothing they could DO????

Why didn't you contact someone in authority on DAY TWO?
And not just at the Pop... keep on going up the ladder until you DID get help.

I wouldn't stand for that (or get that) treatment at Motel 6.

You're posting it here but didn't deal with it at the time you were sitting in THAT ROOM on THOSE BEDS?

What was stopping you from getting satisfaction?

Did you PAY for the room?
Credit card? Put a hold on the payment.

Sorry, I don't know if I can believe this post.

 

[mking624]

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.

Edited: just saw your details about this in the following post. Must have posted at the same time.

 

[MAGICX2]

WHAT?

Nothing they could DO????

Why didn't you contact someone in authority on DAY TWO?
And not just at the Pop... keep on going up the ladder until you DID get help.

I wouldn't stand for that (or get that) treatment at Motel 6.

You're posting it here but didn't deal with it at the time you were sitting in THAT ROOM on THOSE BEDS?

What was stopping you from getting satisfaction?

Did you PAY for the room?
Credit card? Put a hold on the payment.

Sorry, I don't know if I can believe this post.

You better believe it. I called as soon as we got to our room and I was told there were no other rooms available. This was MLK day. I said I wanted to be moved as soon as another room was available. I went down to the front desk the next morning and was told there were still no other rooms available. I told them that I expected the room to be emmaculate when we returned that day.
When we returned housekeeping had not even been in the room. I know because there were no new linens, the beds were unmade, and everything was as we left it. I again went to the front desk. I asked for a manager. I was told they would send someone from housekeeping down asap. No one ever showed. After calling housekeeping and the front desk at least twice a day we finally got clean towels left at our door on Wed. They also came in the room, but I could tell all they did was throw the bedding back up onto the bed. They weren't even made properly. At this point I was at the breaking point.
I went down to the front desk and asked for a manager. After about a 30 min. conversation of "I'm sorry." "I wish there was something I could do." I asked for a credit. They agreed to a 1 night credit. When they went to credit me, they said they could not do it because we had used a pre-paid lodging card. (It is a card worth $250 towards any lodging stay.) They said the cards do not accept refunds and since it was a rewards card they could not give a cash refund. At this point I did not know what to do. I couldn't get a refund they had offered, they were telling me they had no other rooms available and we only had that night and Thurs night left. My DH said just to deal with it when we got home through another channel. It had been weighing on me our whole time there. So for there sake I went about my business. I refused to bathe my children in the bathroom because of the mold, so I sat them on the sink and washed them there. It was really disgusting.
I have NEVER had this kind of experience in over 15 stays at Disney. I hope I never have this kind of experience again. However, I do feel that someone needs to be aware of the condition of the room when we arrived and the ineptitude of those in charge to fix it.
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.