Call Back from Complaint Letter

[Pedler]

Just going to comment on this part because it's not necessarily related only to this particular occurance.
1. I've never heard of WDW booking ALL their resorts to capacity at the same time. Maybe I'm wrong on that, but I've yet to hear about it.
2. People have had success moving to other resorts if they've been unhappy at the current one. I've seen it discussed here several times.

Anyway, I just wanted to bring that up since the comments don't have to be specific to any one situation, but could be applied to anyone at any time.

I don't know how they generally are but there was a time around halloween when we called for spur of the moment trip and there was no room anywhere, at least that is is what the CM on the phone said.

 

[MAGICX2]

In all of the above situations you MUST
speak up AT THE TIME, or give up... and live with your decision.

Its too bad that you would have to say something at all, but
since you decided not to pursue it any further at the time,
I don't know how you'll get satisfaction after-the-fact.
Its too late to make the trip better.

I'm not saying that I want satisfaction with anyhting. My intention on sending the letter is to make aware those who should be aware of the situation we incurred so that it dosen't happen in the future. I did not pursue a different resort due to the fact that I could not pay for it if this was needed. I would not expect to have to pay for it in this situation, but as a guard to any unexpected costs I did not aggresively pursue it. I just wanted my room cleaned, or moved to a cleaner room.

DizWiz, I think the time has come to just let it go. We questioned it, she's answered...perhaps not to your satisfaction, but it's not our situation to deal with. I think the person has been very gracious in her responses in spite of the fact she keeps being questioned on the situation. Yes, I questioned it too...and I'm truly surprised (and grateful) that she did not respond in the same ways I've seen being posted to her.

Thank you.

I don't think anyone here ever said that bad experiences can't occur. But you also cannot deny that there are times that people will attempt exaggerate or lie about what's going on in order to receive some sort of "compensation." Note, I'm not saying anyone here is doing that, but unfortunately it does happen...to Disney and every other company out there in the world....which is why so many people have stressed countless times on this board throughout the past the importance of persistence in that you continue to pursue a resolution while you are still there because unfortunately by the time you get home, there's not a whole lot left you can do about it.

Magicx2 - did you happen to get any photos of the room...particularly where the mold was? I hope so...that way when you send in your letter, send in copies of the photos! (and keep the originals with you). They'd be hard pressed to deny anything with photographic evidence.

I am not looking for compensation. I just want them to be aware of the situation so they could aviod it in the future. After we left, and I did complain again before leaving, I was more concerned about the persons who would get the room after us. Hopefully, they would have scowerd the room before the next guest, but if not? What if it was a familys first trip and this was the first experience they had. I would not want them to have that kind of spoiler to their experience. I did not take pics. I did not even think about it. It was disgusting but I didn't think I would need to do something like that. I wish I would have now so I could show them to you all, but I wasn't going to contact Disney to validate something, just make sure the issue was addressed.

 

[MaeDaisy]

Kribit: "I'm not being sarcastic but how was Piglet gesturing rudely? I'm curious."

I was wondering how exactly Piglet motions "in a very angry way".

 

[mking624]

I don't know how they generally are but there was a time around halloween when we called for spur of the moment trip and there was no room anywhere, at least that is is what the CM on the phone said.

Always check online as well...that will show you if rooms are available.
I recently had a CM at CRO tell me no standard rooms were available at AKL for a September trip...but online they were still available and when I called back, the new CM said there were plenty available and she had no idea why the CM would say there weren't any rooms.

 

[dimoe]

Yes just to verify like a few said they skipped our table completely!! It was the same handler that came out again. I knew about different Piglets so you didnt ruin the magic for me. I just wanted the autograph and picture not a lot of time. I spoke to the handler so we didnt look like we were rushing him/her. We really got an autograph and one pic sorta so it took like seriously 30 seconds to a minute. I just didnt understand why he/she wouldnt let us take another picture.
Rudely gesturing really it is so hard to describe. It wont help to put it down but he was pointing at himself and pointing to the next table. Put it this way everyone in the general vincinity of this incident was commenting on how angry and the rude behaviour. I really need to learn to speak up when it happens instead of waiting.
The minnie mouse well we started walkign through the house with my daughter holding her hand and then when she saw to younger ones she let go . Rude to me and my daughter found it rude too. She was quite upset and really never every wants anything to do with Piglet or Minnie Mouse again.

 

[limabeanmom2003]

Yes just to verify like a few said they skipped our table completely!! It was the same handler that came out again. I knew about different Piglets so you didnt ruin the magic for me. I just wanted the autograph and picture not a lot of time. I spoke to the handler so we didnt look like we were rushing him/her. We really got an autograph and one pic sorta so it took like seriously 30 seconds to a minute. I just didnt understand why he/she wouldnt let us take another picture.
Rudely gesturing really it is so hard to describe. It wont help to put it down but he was pointing at himself and pointing to the next table. Put it this way everyone in the general vincinity of this incident was commenting on how angry and the rude behaviour. I really need to learn to speak up when it happens instead of waiting.
The minnie mouse well we started walkign through the house with my daughter holding her hand and then when she saw to younger ones she let go . Rude to me and my daughter found it rude too. She was quite upset and really never every wants anything to do with Piglet or Minnie Mouse again.

So sorry you and your daughter had these experiences I would be disappointed and upset too. Unfortunately, the CM's in character positions aren't always as sweet and loving as their character costumes. Your right - it would have taken so little to make your daughter happy.

 

[attagirlx2]

About the whole room thing...on one of our stays we had made reservations at All Star Sports. When we got there to check in, we were told there were no rooms available and they would be moving us to another resort. Fine with us, it really didn't matter. We were sent to All Star Movies. Now, we had stood in line at ***, waited almost 45 minutes to be taken over to ASM, and then had to stand in line at ASM. I thought that was pretty poor. We shouldn't have had to wait yet again when they overbooked their hotel. Anyhow...not that big of deal, just a waste of time. Walked into our room and it reeked of smoke. I don't have anything against smokers, but when I need a non-smoking room, I expect it to be a non-smoking room. I called the front desk at ASM and they said they didn't have another room for us. They offered to put in an air purifier to clean the smokey smell out. I reluctantly agreed. We left for the park. When we came back to the room that evening, it still smelled pretty strongly of smoke. I called the front desk again and they continued to say they did not have anything else for us. I was pretty frustrated since we weren't even supposed to be at ASM. So I went to the front desk to speak to the manager. I should probably also say that normally I am non-confrontational and hate to do anything like this. But we did have our 3 month old son with us and there was no way I was going to have him stay in that room. He had RSV the month before and asthma. After speaking to the manager, they were able to move us once again just to another building in ASM. Now why did they keep telling me nothing was available? Was it the trained response...do they know that certain people will give up after 3 no's and other people will keep pushing until the situation is resolved? Do they say no just to see how important it is to you to keep bothering with it? And I'm not saying this just happens at Disney, I think this happens everywhere. Probably less often at Disney than anywhere else, but it must happen.

 

[rie'smom]

Just going to comment on this part because it's not necessarily related only to this particular occurance.
1. I've never heard of WDW booking ALL their resorts to capacity at the same time. Maybe I'm wrong on that, but I've yet to hear about it.
2. People have had success moving to other resorts if they've been unhappy at the current one. I've seen it discussed here several times.

Anyway, I just wanted to bring that up since the comments don't have to be specific to any one situation, but could be applied to anyone at any time.

It does happen that all rooms are booked. The beginning of December is sometimes booked as is Christmas week. This year,President's week/Mardi Gras week is booked. It doesn't happen often but depending upon the # of conventions,sports activites,holiday weekends,etc., all of the rooms are sometimes totally gone.

 

[kribit]

He had RSV the month before and asthma. After speaking to the manager, they were able to move us once again just to another building in ASM. Now why did they keep telling me nothing was available? Was it the trained response...do they know that certain people will give up after 3 no's and other people will keep pushing until the situation is resolved? Do they say no just to see how important it is to you to keep bothering with it? And I'm not saying this just happens at Disney, I think this happens everywhere. Probably less often at Disney than anywhere else, but it must happen.

You were polite under the circumstances. I would have SNAPPED if I entered a non-smoking room and it smelled of smoke, especially given your child had RSV the month before.

Glad it eventually worked out for your family though.

 

[mking624]

It does happen that all rooms are booked. The beginning of December is sometimes booked as is Christmas week. This year,President's week/Mardi Gras week is booked. It doesn't happen often but depending upon the # of conventions,sports activites,holiday weekends,etc., all of the rooms are sometimes totally gone.

Something must be screwy with the website then, because I just checked all kinds of dates (different ones for check in/check out) for President's Week/Weekend and was able to find rooms at several resorts waiting to be booked.

 

[mking624]

I am not looking for compensation. I just want them to be aware of the situation so they could aviod it in the future. After we left, and I did complain again before leaving, I was more concerned about the persons who would get the room after us. Hopefully, they would have scowerd the room before the next guest, but if not? What if it was a familys first trip and this was the first experience they had. I would not want them to have that kind of spoiler to their experience. I did not take pics. I did not even think about it. It was disgusting but I didn't think I would need to do something like that. I wish I would have now so I could show them to you all, but I wasn't going to contact Disney to validate something, just make sure the issue was addressed.

Oh don't worry, I honestly was not trying to say that you were looking for compensation, but just trying to make a point that people do try to seek out "undeserved" compensation all the time, no matter if its from Disney or another company. I see it at my store as well.

 

[resol37]

Anyone else notice that the OP hasn't been back?

 

[Pedler]

Sometimes I do wonder if at some places the trained corporate response is to say no until a certain number of times and then resolve it. In our case at the Wilderness lodge it wasn't until after a few times complaining about the noise that the person at the front desk, who I complained to a few time during the night, said that they are not allowed to call rooms and deal with this that it has to be the manager. Now this thread has me wondering if there is some "magic" number of complaints that get the managers attention or if employees are supposed to run interference for the manager. I.E. make the person go away without doing anything. In our case I must not have hit the magic number because the night manager was always busy.

Just a thought.

 

[rie'smom]

Something must be screwy with the website then, because I just checked all kinds of dates (different ones for check in/check out) for President's Week/Weekend and was able to find rooms at several resorts waiting to be booked.

This is the only vacancy showing for President's/Mardi Gras week Feb 17-Feb 24th:
Coronado Springs King suite for $5,906.32
When you plug in the dates on the home page and the resorts page opens,all of the hotels are listed but when you choose one this is the message:
"We were unable to find an exact match for your search criteria. Please review the alternative resorts or change your search criteria."

 

[mking624]

This is the only vacancy showing for President's/Mardi Gras week Feb 17-Feb 24th:
Coronado Springs King suite for $5,906.32
When you plug in the dates on the home page and the resorts page opens,all of the hotels are listed but when you choose one this is the message:
"We were unable to find an exact match for your search criteria. Please review the alternative resorts or change your search criteria."

Ok this is really Twilight Zone-ish then because I just plugged in the same dates you mentioned, and was able to pull up AKL, CR, and even Pop. I tried a couple more dates...I did the 16th-20th, 17th-20th, and 18th-20, and was able to find places as well. Now I'm CONVINCED something is screwy with the site. Tis ok, it's not the first time I've encountered odd behavior with their site.

 

[bicker]

1. I've never heard of WDW booking ALL their resorts to capacity at the same time. Maybe I'm wrong on that, but I've yet to hear about it.

I've heard of many occasions when folks call in for reservations only to be told that there is nothing available at any value resorts or at any moderate resorts or at any deluxe resorts.

Always check online as well...that will show you if rooms are available.

I think you're missing the point. There are nights when there simply isn't a comparable room to move people to.

 

[carol-lamb]

Ok this is really Twilight Zone-ish then because I just plugged in the same dates you mentioned, and was able to pull up AKL, CR, and even Pop. I tried a couple more dates...I did the 16th-20th, 17th-20th, and 18th-20, and was able to find places as well. Now I'm CONVINCED something is screwy with the site. Tis ok, it's not the first time I've encountered odd behavior with their site.

I was trying to find a room yesterday for Feb. 15-19 or Feb. 16-19 and I couldn't find anything. I thought maybe something was wrong with their site, so I just put in a random date for a few months from now and it worked fine!! My daughters going with her marching band and my husband said the other day we should go for the weekend to see her march at MK. Airfare is outrageous and for the heck of it I checked the room availability at Disney and when I saw that nothing was available, I guess it wasn't meant to be. We should have planned this a long time ago. Now my daughter's worried that it will be crowded because I told her it looks like the resorts are full. I told her who cares - you will be at WDW with all your friends having so much fun!

 

[Robo]

I think you're missing the point. There are nights when there simply isn't a comparable room to move people to.

What about on the NEXT night,
or the next,
or the next...

And there are countless times when hotels must make compensations or accommodations for room problems.
A "full" hotel (a large one, anyway) will have some "hold-back" or "house rooms" to take care of these situations. If not (or there are too many room issues at once) a good hotel manager (I said "good") will assist in sending folks to another hotel.
At Disney, its no biggie to even send folks to the next "level" of hotel.
If on 'Day 2' nothing has been done, what would YOU do?

And I must return to the biggest incongruity of all...
-No Mousekeeping of the room for the duration of the stay?-
Especially after complaining about the condition of the bathroom?

Doesn't anyone else find this just plain ODD?

You'll note never once have I said the ROOM PROBLEMS could not happen.
What I DO keep asking how the most basic of responses, such as sending over Mousekeeping (either INSTANTLY... or earliest the NEXT DAY) were never done.

Those of you who did have room problems... were you NEVER helped, was nothing ever done or said after your complaint?

Analogy-
If I told you we were at POP for a week and never once did a BUS to MK ever come to the resort... would, from what you know about the place, believe me?

This is THAT kind of situation that I'm hearing...

'Nothing was done to clean up the room in the course of five days.
And the manager said there was nothing they could do about it.'

That's what is being said.
I must not know the "big picture", I must be missing something.

Why belabor the point?
Because if logic (and much personal experience) is not applied, readers are left with the idea that Disney resorts and managers no longer care about guests and if one encounters a problem, there is no recourse and no hope of resolution... but to just give up and 'write a letter' after the fact.

 

[bicker]

What about on the NEXT night,
or the next,
or the next...

Stuff happens. That's one of the down sides of visiting during peak season.


And y'know, though I doubt it is actually the case in this case, a guest who is continually put on the back-burner, getting service far below what we all know Disney typically provides, makes me begin to wonder what it is about the guest that is prompting them to receive such bad service -- y'know what I mean?

 

[DisWiz]

What I DO keep asking how the most basic of responses, such as sending over Mousekeeping (either INSTANTLY... or earliest the NEXT DAY) were never done.

Those of you who did have room problems... were you NEVER helped, was nothing ever done or said after your complaint?

I've never failed to get a response from the front desk, in-person or over the phone.