Call Back from Complaint Letter

[kribit]

We don't normally have issues, but the time we did someone was at our door within 1/2 hour.

 

[CanadianGuy]

Robo:

You keep asking .. How could a room go 5 nights without mousekeeping?

Easy. The mouse keeping report from the front desk indicates that room is empty. It's wrong.. But mousekeeping doesn't know that.

Five nights pass.. the same report is issued each day.. showing an empty room.

It *could* happen. It seems unlikely.. but .. it could happen.

J

 

[Robo]

Robo:

You keep asking .. How could a room go 5 nights without mousekeeping?

Easy. The mouse keeping report from the front desk indicates that room is empty. It's wrong.. But mousekeeping doesn't know that.

Five nights pass.. the same report is issued each day.. showing an empty room.

It *could* happen. It seems unlikely.. but .. it could happen.

J

After a specific complaint (or 3) about the cleaing of the bathroom?

 

[CanadianGuy]

Suppose the front desk report for whatever reason -- listed them as being in room 4513 vs 4523 or 4515 or whatever.. on the mousekeeping report.

Then mousekeeping would keep going to the wrong room and cleaning the bathroom.

I'm not saying this is likely.. but it is possible.

Sidestory: Disney's system is not foolproof. Find a resourceful enough fool and he can make it go wrong.

Example :

We had some weirdness at checkout at Pop last year. There were room charges on our room that didn't come from any of our room keys. Thank goodness I looked closely at the report. The charges added up to about 70$ or so. I pointed this out to the front desk.

For five minutes they insisted the charges were ours. "Clearly one of your group has made these charges".

So each of us put our room key on the counter and then I pointed at our charge numbers and pointed at the printout which were completely different for some charges and asked the clerk to tell me which of our three cards made those 70$ in charges.

Clerk was stumped. Went to manager. Manager removed the charges no questions asked.

Now I work in IT. I would say on the face of it - THAT SHOULD NEVER HAPPEN. And I'd be right. It shouldn't happen. But I can assure you it did. I was there. I saw the printout and I still have the roomkey here somewhere.

I had to get PRETTY confrontational with the clerk before he took it to a manager. I was pretty steamed up by this point. When the manager came over, he calmed me down and took the charges off and apologized profusely. I believe his exact words were "I don't know what happened. But obviously none of these charges are from your cards. Again, I apologize."

We all like to think that Disney has a foolproof system. But it ain't. I'd like to see some of the regulars on this board ... take it easy on folks posting stuff that we may not believe or like. I don't like seeing some of the really negative posts on this board.

J

 

[bytheblood]

DisWiz, I think you are being unnecessarily harsh. No flame intended by this post, I just think that you can't compare insect soup to moldy bathroom walls.

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.

 

[tasha99]

As people have previously pointed out, there are ways that miscommunication could keep mousekeeping from getting to a room for 5 days.

The only illogical assumption I see here is that it couldn't happen. Sure, it would be rare, but with the number of guests who stay at WDW, it seems probable that there will be some who fall through the cracks.

 

[tinaluis]

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?

Wow, pretty harsh, don't you think? We had a few problems during our August trip at POR and, while they were finallly resolved, they were pretty aggravating. Not enough to ruin the trip, but definitely disappointing especially after all I'd heard about how Disney goes above and beyond for their guests. And, FWIW, we phoned in our complaint of not having received coffee and toiletries, were promised it would be taken care of but it was not taken care of the next day. In fact, the Housekeeper failed to leave those supplies and also failed to leave toilet paper. We visited the front desk where the clerk apologized, said the Housekeeping Manager took these things very seriously and came down hard on employees when there were complaints. I'm not sure if that was true or not, because the next day things still were not right. Another trip to the front desk, and finally things were resolved. When we returned home, I followed up with a letter to the GM who may or may not have known about our situation. It was important for me to document the experience for them -- far less likely that they could ignore this with a written complaint letter.

 

[PhotobearSam]

I had a bad experience at MK in October. We were going up the moving sidewalk up to the TTA and my left Crock got sucked in at the top and it twisted my ankle very badly and Ripped my Crock. If I had not thrown myself forward, I could have been really seriosly hurt.

I was limping and they took forever to get someone to take a look at my ankle. It twisted so bad that we stayed at the hotel for 3 days and did no parks at all.

When they gave me an ice pack and a wheel chair and that was it. They wanted my DH who was walking with a cane and just had knee replacement to push me back to the entrance...He could not. He almost killed himself trying to help me. Well, when they saw I was upset at this, they tried to "bribe" us with tickets to that night's MNSSHP...this was 10 am, all I wanted to do was get back to my car. THE LAST THING I would want would be to stay on my feet till midnight...

Well, thank goodness I wasn't hurt any worse and we were there for 2 weeks but if it had been someone on their first trip and only had a few days, this would be a lot sadder.

 

[Idroveallnight]

ROBO - I think the poster said that even when Mousekeeping did come, they didn't do a good job - beds poorly made, mold not resolved.

 

[bicker]

Wow, pretty harsh, don't you think?

No, not at all. Why do you say that?

 

[cleo]

I'm afraid this thread is off topic for Theme Park Attractions and Strategies. If you would like to continue the discussion please post on Community Board.

Thanks!