complaint letter ???

[dennisnlisab96]

I was wondering what experience people have had in receiving responses from WDW about complaint letters they have sent. I sent them a letter about 1 month ago and I was wondering how long it took for you to get a response. I am not looking to "get" anything from WDW I just want to know someone read my letter....

 

[GrumpyBa*D]

May i ask what the problem was?

 

[Laurajean1014]

From listening to others, it takes a short while. Usually get a form letter to tell you that they are routing it to the right person, who will investigate the issue.

If you have not gotten this letter by now, I would send it again or verify the address.

 

[dennisnlisab96]

There were a couple of problems...the BIG problem was my 19 mo old son choked on a plastic wall anchor that he found under the bed. Since I am under the impression that most people don't usually hang pictures on the walls of a hotel room (ha ha ha) we felt pretty stongly that it was left by maintenance. However, they denied maintenance had been in the room for quite a while. The other was a broken chair in the room that both my son and I got hurt on.

I sent my letter to Guest Services does anyone know a better address to send a letter like this? We were staying at CBR.

 

[goofy4tink]

I sent off an email a few days ago and got the stock 'thank-you for your email..it is being looked at by the appropriate dept. we will be in touch with you soon' return email.

Not a huge issue on my part...just some problems with Bell Services.

 

[poohluvrs]

OP - those issues are serious enough to warrant an acknowledgement within one months time even via "snail mail", either the proper person did not receive it, or they seem to not care too much about it....hmmmm...Not trying to stir trouble, but you would expect more.....

 

[zumbergc]

We got a call back around 2-3 months or so after I had sent in some email concerns last year. I believe our problem trip was in september time frame and it coming up on our december trip timeframe when I had gotten a call back.

They kind of apologised for some of the problems and that was about it, i wasn't looking for any monetary or compensation, just some CM issues of wheel chair rider issues of safety needed to be addressed.

Of course I was totally off guard and would have talked more about the problem had I had my notes in front of me, since it had been so long since the trip some of the exact details had slipped my mind.
Keep a copy of exactly what happened laying near a phone for a couple of months and maybe you'll hear back?

Connie

 

[Laurajean1014]

From listening to others, it takes a short while. Usually get a form letter to tell you that they are routing it to the right person, who will investigate the issue.

If you have not gotten this letter by now, I would send it again or verify the address.

 

[DebbieB]

There were a couple of problems...the BIG problem was my 19 mo old son choked on a plastic wall anchor that he found under the bed. Since I am under the impression that most people don't usually hang pictures on the walls of a hotel room (ha ha ha) we felt pretty stongly that it was left by maintenance. However, they denied maintenance had been in the room for quite a while. The other was a broken chair in the room that both my son and I got hurt on.

I sent my letter to Guest Services does anyone know a better address to send a letter like this? We were staying at CBR.

In a situation like this, they are going to be very careful to respond. If they apologize, it can be seen as admitting guilt and be used against them. I bet it was sent to the legal department.

 

[DiscussDisney]

In a situation like this, they are going to be very careful to respond. If they apologize, it can be seen as admitting guilt and be used against them. I bet it was sent to the legal department.

I agree. This is most likely where it went due to the situation and will probably take a little while for a response. Most likely you will receive a phone call as opposed to anything in writing, IMO.

 

[dennisnlisab96]

We are not in anyway looking to sue Disney or anything like that...I just wanted to make them aware of a couple SERIOUS problems that occured while we were there. We did speak to a manager while we were ther but I felt the choking was serious enough that someone higher up should be made aware.

I am an EMT thankflully...I was able to get the anchor out fairly quickly. It scares me to think something much worse could have happended if I had not know what to do.

 

[SaratogaShan]

You will probably recieve a phone call instead of a letter since yours was a serious incident, but it takes them quite a while to respond. I had a serious incident with a bus in Dec. 2003 and sent an email. I had begun to think they would never respond when I recieved a call.

 

[dennisnlisab96]

Is there an email address that I could have sent this to??

 

[gonga]

In a situation like this or any situation where the level of service / safety does not meet your standards a letter should be a follow up. You must go down to the desk, get the hotel manager sit down with him or her and do not leave until you are satisfied with the outcome. Do not be afraid to say "that is not good enough, what are you going to do now." Don't even bother with someone at the front desk, they cannot help you...you must speak the the person in charge of the entire hotel. They are there, believe me.

I have not had something as serious as this happen, but I have been very disatisified with things, not only in WDW but other hotels as well.

Three trips to WDW ago, my husband and I paid for a Honeymoon Dlx in the Main building RPC. When we checked in they put us in a room 2 categories below what we paid for. Good thing I know what the rooms are supposd to lool like. We did not unpack, but had the bellman bring our bags right back down and we went to the desk. Then the truth came out...someone free Upgraded someone and they gave our room away. We wound up with a suite, champagne and strawberries. Not that I was looking for that, but I do expect to get what I pay for. This also happened to us in another time when we went to Cap Juluca. I guess they try to see what they can get away with and figure you don't know the difference in the rooms. When you check into a hotel, the safety of your child is the most important thing.

You let these people off way too easy!

Always Always Always go down to the desk and speak to the Big Boss. Be firm and to the point but never nasty or irate.

 

[dennisnlisab96]

Well surprise they just called.....they said they were very sorry and would like to offer us 2 1 day park passes. That's about it...she wasn't really friendly. I was really surprised. She said she was not sure how far the vacuum reached under the bed and housekeeping does the best they can. As for the broken chair maybe the people before us did and they were afraid to say anything....what do you do with a response like that? I said thanks... and now I am sitting here angry all over again!!!!

Gonga...I did speak with the manager on duty...it took 3 days for someone to get back to us about wether maintenance had been in the room. I had to go dowm to the front desk to get an answer and then they offered us a meal of our choice on them!!!

 

[daisy_77]

I sent a letter thanking them for the wonderful CM's that have helped me at Reservations. Two weeks later, I got a card saying that they apprecitated me writing and that they look forward to me being a guest. It didn't take long at all....but, I was sending a thank you, not a complaint. I wonder if complaints kind of disappear.

 

[gonga]

I hope you went to Victoria and Alberts or Citricos and ordered a great wine!

That is uncceptable, but there is nothing more you can do. I don't know why they give more to some and not to others, it does not make any sense.

Did you demand another room? One that is safe for you and your children, were things don't break? If they offer you something, like dinner...you have to tell them what you want, like a better room. Don't leave it up to them, tell them what you want.

 

[dennisnlisab96]

We did go to CRT for my daughters 8th birthday...

 

[taximomfor4]

I had a pretty long thread on here not too long ago, about some issues with our rooms booked through disabilities. Honestly, the quick offer of 2 one-day passes is pretty generous of them, lol. And you got your acknowledgment so you know they were made aware of the housekeeping/maintenance issues at that resort.

That said, I hope your son and you are both fine now, from that nasty old chair. I see you have another vaca in the works. I hope you have a much better time!

Beth

 

[Peter Pirate]

Disney is on a huge roll right now. I wouldn't expect much if anything in response to your complaint. They don't need you and they know it. It's very sad and as most of you know I've been a HUGE Disney supporter over the years but lately the attitude isn't so guest friendly, IMO.