Complaint Letter

[TerryU.]

We stayed at one of the WDW resorts and had a rough time. I need to send a letter of complaint and don't know who to send it to or where. If anyone can help with this, I would be greatful. Thank you.

 

[WillCAD]

You can send an email to guest.mail@wdw.disneyonline.com.

You can also send a snail-mail letter directly to the resort.

Which resort was it? What made your time 'rough'? Please describe in detail what went wrong so that others who stay there will be forewarned and may be able to avoid a similar rough time!

 

[safetymom]

Did you contact management when you were having these problems? It is a little hard for them to do anything to make it right when you tell them after the fact.

 

[TerryU.]

Ok, what happend was that when I booked well in advanced, (almost a year) I requested 2 rooms with connecting door, (we were a party of 6). I also requested a certain area to be put in. When I checked in I was given 2 rooms and the key cards. Was told that we could not get the certain section I requested. I was Ok with that. We got to our rooms and the key cards did not work in our door, the other key cards worked fine in the other room door. We figured we could enter our room by going through the connecting room. Wrong! They did not give us connecting rooms. My husband had to treck back to main building and was issued new key cards. Well they worked for about 1/2 day. When I called from my room and told them I requested connecting rooms, I was told there were none until the next day. I booked almost a year in advanced. The next day I called and told them I wanted connecting rooms and was told not until 1:00! They would move us and we can get new key cards when we came back from our PS. Well they moved us alright, farther away! I think we had the last 2 rooms at All Star Sports! I have stayed there before and know what to expect. We waisted a day and half trying to rectify this. Yes we have compained to the people at the front desk and got blank stares. The manager is the one who had to let us into our room.

 

[Minnie&Nana]

Complaints, comments, guest communications:

wdw.guest.communications@disneyworld.com

 

[Cris]

it doesn't really matter if you book a year in advance or two days in advance. The resorts don't see the reservations until about a week in advance. Sorry about the mixup in the keys though.

 

[SuBeat]

If I'm not mistaken, connecting rooms are only guaranteed if there are minors occupying one room without an adult? If that is not the case it is simply a request. I understand your frustration with the key situation, that would certainly be a hassle.

 

[dudspizza]

I agree the key situation is frustrating.

In terms of the area and connecting room requests.... remember, they are just that, requests. There are no guarantees (except for medical reasons such as a non-smoking room due to ashthma). Even though your resort may have 2000 rooms, there may only be a couple of hundred open when you check in. The room assigners don't even see your reservation until 5 days before your arrival and they actually assign the rooms 3 days before arrival. I am sure they did the best they could. When you asked them to move you to connecting rooms, they were able do it, but then it was too far away? Again, I bet they were doing the best they could on such short notice, without having to inconvenience more people......

Best wishes, WDW is the best place on earth and the CM's (most of them) do whatever they can to make it a great experience for you.

Duds

 

[eeyore0062]

I agree the key situation is frustrating.

In terms of the area and connecting room requests.... remember, they are just that, requests. There are no guarantees (except for medical reasons such as a non-smoking room due to ashthma). Even though your resort may have 2000 rooms, there may only be a couple of hundred open when you check in. The room assigners don't even see your reservation until 5 days before your arrival and they actually assign the rooms 3 days before arrival. I am sure they did the best they could. When you asked them to move you to connecting rooms, they were able do it, but then it was too far away? Again, I bet they were doing the best they could on such short notice, without having to inconvenience more people......

Best wishes, WDW is the best place on earth and the CM's (most of them) do whatever they can to make it a great experience for you.

Duds

I have to agree with Duds. The job of assigning rooms and trying to meet everyone's requests as closely as possible is a thankless job. When you request, unless it is a case of medical necessity, it is just that... a request. It does sound like they did everything they could to help, and if the resort was full, there probably wasn't much else they could do. Think of it this way: You had 2 requests, the area and connecting rooms.... but what if 1999 of the guests had similar requests? Unfortunately not everyone is going to get what they want. At least you had rooms side by side, and they did the best they could to get you into connecting rooms as soon as was feasible. Since it appeared to them that your main concern was connecting rooms (which they provided, abeit later in the vacation) , the fact that it was farther away didn't even play into the equation. They certainly weren't doing it to punish you and your family.

As for the key not working, the first time it may not have encoded properly. The second time could have been that it was demagnitized. Anything with a metal strip will become demagnitized if it comes into contact with another magnetic strip, (back to back credit cards for example), a cell phone, or even something as simple as the magnetic clasp on some women's hand bags. I have even seen eel skin wallets demagnitize credit cards!

I am sorry you wasted a day dealing with this, and hope your next trip to WDW will be a better experience.