I just got off the phone with Disney and I am so upset right now that I am considering canceling my trip altogether. Let me start off by saying that I loathe poor customer service and find that bad service can ruin things. I am by no means a snob or picky, just, having spent over 15 years in customer service I have little tolerance when someone offers no help to remedy a situation, or even acknowledge my concern. It's truly amazing how far a "let me see if I can help" will go.
I called Disney to simply ask questions about the pool refurb that will be going on during my stay. After reading on here that the geyser, waterfall, beach and spring in the lobby are closed, I needed to get additional info. I'm not really concerned about swimming because it's a short stay. However, I specifically choose this resort because of the geyser, the spring in the lobby and the waterfall. I was lead to believe when I booked my stay (directly with Disney) that it would be a simple pool refurb and those features would be unaffected.
This is not the case. In fact, the first person I talked to today had no idea that these were closed. She didn't believe me. Said that there will be no construction noise at all and only the pool and nothing else was closed. When I told her that I just literally saw photos of these closed features on Disboards from guests currently staying there, she put me on hold. A few minutes later a manager got on the line and did in fact confirm that every one of these features is in fact closed and will not re-open until the end of November.
I told her that this was never explained when I booked the room and that I am pretty upset about not being told this so I could be better informed when selecting a resort. Her only response was that "you are more then welcome to cancel your trip." She seemed genuinely pissed off that I found out this info on disboards. She just kept reiterating that I can cancel. Did not offer me any alternatives, an apology or a "how can I help?".
I was nothing but nice to this woman, I simply just wanted information on whether or not I should consider changing resorts. I am astonished by her reaction. She didn't not care at all or offer any sort of help to me. Unfortunately, I feel like this trip is now tainted and I should cancel altogether.
What are your thoughts?