complaint letter ???

[bicker]

I doubt that's the issue -- we've been discussing a significant change in guest recovery policy for many years. It seemed to be more related to the realization of how guest recovery had been systematically abused by some guests for years. That seemed to put the famous Disney over-the-top generosity to rest.

 

[Sammie]

I think what is happening is somewhere between Peter's take and Bicker's take. Certainly Disney hospitality has been abused. I have actually witnessed someone stage falling down in hope of a big generous gift from Disney. And yes I did stick around and give my side of the story.

But I also think that as Peter stated they are busting at the seams right now with guests and alot of them are first time guests.

They contacted you,, they apolgoized, offered you additional compensation (tickets) in addition to the free meal they offered while there, which I find very generous and you are not satisfied.

I am curious what did you want as you stated in your first post that all you wanted was to know someone read your letter.

 

[dennisnlisab96]

I didn't mean I wasn't satisfied with the offer of the tickets or to start a problem...I was just upset with the attitude of the person who called. " I'm not sure how far the vaccum reaches under the bed" is a pretty lame excuse for not properly cleaning the room and for having a 19 month old choke on something left in the room (by maintenance). I guess I was hoping she would at the very least sound sincere with the apology. It's Disney, they have kids everywhere, I just think they could be more careful. I am not the kind of person who was looking for anything. At first I told her no to the tickets but she kept asking if I was sure I didn't want them. We have been to WDW 8 times in the last 6 years and this is the only problem we have ever had.

 

[Peter Pirate]

Sammie, you're probably right but bicker lives outsie of Florida and I'm local. I see things from a different standpoint and I know locals are being squeezed. So much so, that I recently visited Universal for the first time in 15 years, bought annual passes and will be frequenting them throughout the summer because they want my business and Disney doesn't. BTW, I will add that USF parks are very good but not Disney in any manner, but value still means a lot to me. Sorry Disney.

 

[cdrn1]

We learned a valuable lesson in Dec. at AKL when my DD found a blood pressure pill under one of the beds, thankfully before DGD 11 months found it. We had quite a worry over whether there had been more and she may have ingested one. From that point on, every time we check in to a hotel room we get down on hands and knees and look under everything. We found a prune at the Radisson (took us quite a while to work up the courage to get close enough to figure out what it was) and also a small plastic disc of some kind under the bed at WL on our May trip, small enough for a little one to choke on. After the AKL incident I sent an email to WDW asking them to please make sure that housekeeping is more careful since there are so many little ones that stay there, and they emailed me back telling me my comments would be forwarded to the proper department at AKL. I never heard any more about it. I didn't say anything to anyone at WL; I guess we figured that ultimately it's up to us to keep baby safe.

 

[DawnCt1]

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.....

Don't expect much. My nephew sustained a rather deep laceration on the bed platform. He was 15 at the time. There was a sharp edge protruding. My SIL called it to the duty managers attention but there seemed to be little interest in assisting with the problem. He required sutures and durabond.

 

[Sammie]

Sammie, you're probably right but bicker lives outsie of Florida and I'm local. I see things from a different standpoint and I know locals are being squeezed. So much so, that I recently visited Universal for the first time in 15 years, bought annual passes and will be frequenting them throughout the summer because they want my business and Disney doesn't. BTW, I will add that USF parks are very good but not Disney in any manner, but value still means a lot to me. Sorry Disney.

I understand completely. Right now at Disney they are able to fill their resorts with first time guests that do not know anything about the WDW of previous years and actually you are probably right they are glad. The first time guest is less likely to complain about the things that bother frequent guests that know what service at Disney used to be like.

 

[Acklander]

I agree totally with cdrn. In a perfect world you would check into a room that was completely clean without worries. Unfortunately this is the real world and you have a person working for $6 or $7 an hour who is responsible for cleaning a huge amount of rooms on a daily basis. If you have little ones, it's important to crawl around at their level to see if their are any problems.
The only time we had a health & safety issue was last year with Disney Cruises. While waiting to get on the boat from the tender boat the gang plank (which was hooked up improperly) slipped and crushed ds foot. It took 4 of the crew members to lift it off. The head of security, who was standing there, grabbed ds and ran with him to the ship Dr. with me running behind. The medical staff was great - they took care of the immediate injury, went over the possible problems to watch for, and called/checked on ds for the remainder of the cruise. When we went to the infirmary for the follow up visit, the security guy had asked to be called, and he stopped by as well to see how ds was doing. Disney took care of the medical expenses, ds foot healed just fine, and everybody is happy. At the end I did write a letter to Disney to let them know how much I appreciated the security guy jumping in and taking charge. Some people are great in an emergency, I'm not one of them. I completely freeze up in a panic.

 

[BibbidyBobbidyBoo]

I disagree- if they aren't being paid enough to clean under the beds, then they need to be paid more if that's what it takes to get them to clean under the beds.
Interesting that this thread showed more than one instance of things found under the bed. At our June stay at ASMo my youngest (then 4yrs old) also found a medicine tablet under the bed and gave it to me. (she was looking for a crayon that rolled under there). I couldn't figure out what type of medicine it was but it was clearly not something like Tylenol/etc. In any case, I told front desk and they acted like it was no big deal. It could have been a very big deal depending on what the medication is and if my (or some other) child had eaten it instead!
I tested the "cleaning under the bed" theory by putting some trash under the beds- where it remained our entire stay. They don't clean under the beds from what I see- even after I'd called to complain about medicine found under the bed. Oh and the housekeeping was tipped by me also- not just their {apparently inadequate} pay to clean under the beds.

 

[Eeyore'sthebest]

I disagree- if they aren't being paid enough to clean under the beds, then they need to be paid more if that's what it takes to get them to clean under the beds.
Interesting that this thread showed more than one instance of things found under the bed. At our June stay at ASMo my youngest (then 4yrs old) also found a medicine tablet under the bed and gave it to me. (she was looking for a crayon that rolled under there). I couldn't figure out what type of medicine it was but it was clearly not something like Tylenol/etc. In any case, I told front desk and they acted like it was no big deal. It could have been a very big deal depending on what the medication is and if my (or some other) child had eaten it instead!
I tested the "cleaning under the bed" theory by putting some trash under the beds- where it remained our entire stay. They don't clean under the beds from what I see- even after I'd called to complain about medicine found under the bed. Oh and the housekeeping was tipped by me also- not just their {apparently inadequate} pay to clean under the beds.

My DH dropped a pain med tablet under the bed (he's disabled so it was Oxycotin sp??). We obviously chased after it because we didn't want anyone to find it - extremely strong and probably lethal to a small one. After what we found under the bed he flushed that pill right down the toilet. There was a pair of shorts, a diaper and a soda can. Those were only the things that we could reach. BTW, none of the stuff under the bed was ours (except for the pill). My DD is 5 but I still remember how quickly things go in the mouth and it only takes a split second for it to happen.

To the OP, I'm glad you are trained and were able to get the object out of your child's mouth. I hope the next vacation is problem free.

 

[bicker]

I disagree- if they aren't being paid enough to clean under the beds, then they need to be paid more if that's what it takes to get them to clean under the beds.

You say that, but market research shows that customers are motivated by price over quality more than they're willing to admit, and therefore customers are rewarding all providers of travel and hospitality services that operate in the manner described in this thread.

Interesting that this thread showed more than one instance of things found under the bed.

And that the issue occurs at different hotel chains, all driven to operate in the same manner by a discount-hungry customer base.

 

[dennisnlisab96]

I definitely learned something...I do ALWAYS check the room when we arrive but I never thought to look under the bed (silly I guess). I will in the future ALWAYS look under the bed no matter where we stay. I am shocked that so many other people have found things under the bed.

Peter Pirate...my husband also wants to change our next trip (every April) to Unversal I am looking into the price today. He was irate last night when I told him the CM that called said "I am not sure how far the vacuum reaches under the bed". The trip we have planned to Disney in March is for a national cheerleading competition and have no chioce. I looking forward to a mother/daughter trip though!!

 

[Acklander]

I disagree- if they aren't being paid enough to clean under the beds, then they need to be paid more if that's what it takes to get them to clean under the beds.

Don't get me wrong, I agree that they should clean under the beds, nobody wants to check into a room that isn't clean; but I'm also a realist and from what I've read on these boards (which doesn't make it fact, but it's all I have to go on) houskeeping is responsible for 16 rooms a day. Having this information, I'm going to check under the beds and do a quick wipedown at the beginning of my stay. There are good cleaners who are always going to do a good job, and their are bad cleaners who are always going to look to take shortcuts. You never know which you're going to get and when you have a young child, I just think it's better to be safe than sorry. Little kids put EVERYTHING in their mouths.

 

[RickinNYC]

You say that, but market research shows that customers are motivated by price over quality more than they're willing to admit, and therefore customers are rewarding all providers of travel and hospitality services that operate in the manner described in this thread.

And that the issue occurs at different hotel chains, all driven to operate in the same manner by a discount-hungry customer base.

So you're saying that because we, the consumer, choose value over quality, we deserve lower level service? That's ridiculous. Whether you stay at Motel 6 or the Ritz, the consumer does deserve basic considerations, i.e. SAFETY and SECURITY through proper maintenance and housekeeping. But apparently, with your line of thinking, we don't deserve this because we as a society, are cheap. The consumer is the root cause of the problems discussed on this thread.

 

[bicker]

So you're saying that because we, the consumer, choose value over quality, we deserve lower level service?

I didn't use the word "deserve." That's your word. The consumer "deserves" precisely what they're explicitly promised, and a hotel that explicitly promises 100% perfection is probably not going to grow very much, because most customers aren't willing to pay for that level of quality.

Even Ritz Carlton promises only to be the "finest" -- not that everything will be perfect 100% of the time. They talk about "levels of cleanliness" trying to make things better all the time -- again not that everything will be perfect 100% of the time. The talk about "guest pacification" when things go wrong -- again not that everything will be perfect 100% of the time.

Having said that, Disney is not Ritz Carlton.

But apparently, with your line of thinking, we don't deserve this because we as a society, are cheap. The consumer is the root cause of the problems discussed on this thread.

Shake your head in sadness -- I shake my head along with yours. I wish consumers were more interested in quality, more insistant about it, more willing to pay extra for it. They're not. We have to live with that fact.

 

[RickinNYC]

I didn't use the word "deserve." That's your word. The consumer "deserves" precisely what they're explicitly promised, and a hotel that explicitly promises 100% perfection is probably not going to grow very much, because most customers aren't willing to pay for that level of quality.

Even Ritz Carlton promises only to be the "finest" -- not that everything will be perfect 100% of the time. They talk about "levels of cleanliness" trying to make things better all the time -- again not that everything will be perfect 100% of the time. The talk about "guest pacification" when things go wrong -- again not that everything will be perfect 100% of the time.

Having said that, Disney is not Ritz Carlton.

Shake your head in sadness -- I shake my head along with yours. I wish consumers were more interested in quality, more insistant about it, more willing to pay extra for it. They're not. We have to live with that fact.

Nope, you didn't use the word "deserve" but it is implicit in your response. Whatever the case may be, I don't want to get entangled in semantics.

Nevertheless, I do not agree with you whatsoever. Whether I paid full premium price for a resort stay, or a discount through a .com service for a value hotel, I have expectations re: cleanliness and security and expect them to be met. With your line of thinking, it seems that because those needs aren't being met, it's the consumers' fault and not the responsibility of the hotel management/owners.

 

[bicker]

Why must there be "fault"? Not everything that goes wrong requires blame. It simply isn't fair to expect 100% perfection unless the supplier offers to provide that for you. If I was selling you a dining room table (which I happen to be doing, incidently, on eBay right now ) would you be justified in expecting it to be newly refinished even though I never made that any part of my offer to you?

 

[dennisnlisab96]

Okay here is the latest...the same "adjuster" just called back. She said she need to have me sign a release before she could send the 2 passes. She said she was very sorry but she had no idea she needed to do this because she had never settled a claim (?) for just 2 passes.....do I sign the relaese? The attitde really makes me angry. DO I ask to speak to a supervisor? Her 2 comments really made me angry....."I don't know how far the vacuum reaches under the bed" and " I have never settled a claim for JUST 2 passes". I guess they really don't care if people come back. Kind of sad they feel this way... we have 6 kids and spend a fortune there every year!!

 

[poohluvrs]

The comment of "I dont know how far the vacuum reaches" is just plain stupidity. Were paying $5,000 for our weeks stay @ a deluxe resort & I fully expect to have the entire floor clean, under the bed or not! And ITA w/ the previous poster that safety, security, and even having a clean room are not negotiable things in a resort stay, no matter if you got a great discounted rate or if you're paying top dollar!

That being said, Im sorry to the OP that this is obviously upsetting to you, but the longer it drags on the worse it will be. It sounds that you have already agreed to the 2 passes so signing the release it just what theyre requiring, the girl you spoke w/ obviously didnt know she needed this, which tells you that she is in "claims" so they thought seriously of your letter, & also that people she deals w/ probably are not settling for just 2 passes to solve their issues. Your issues were very valid, I have 2 toddlers & would be irate if there was something on the floor of my "clean" hotel room that 1 of them choked on (Im not an EMT so who knows what couldve happened)... You said you werent looking for anything, so the 2 passes are now available if you want them...If you are really just hurt by the insignifigance theyve attributed to your issues, I would speak to the manager of the claims office (or wherever) & let them know these are serious issues that need to be fixed, & frankly youre not interested in the insignificant offer of a day pass....do what will make you feel better, but dragging it out may not be the answer...good luck

 

[Dream1]

I was given the number 407-363-0029, which is Guest Relations, when attempting to settle my claim last year (My airline reservations were lost). I ended up Escalating the issue to a Manager of Guest Relations, who called me back and resolved all issues till I was completely happy with the outcome. You may want to try that route. I would suggest knowing what you are asking for to be completely satisfied. I was upset and did not know what would make me feel better, this caused me to take the offers of “Free Upgrades and Tickets” as bribes to shut me up. After talking to the manager of Guest Relations for about an hour, I was able to figure out that Disney believes, and train their representatives to believe, that the #1 concern to guest is not receiving their “Trip Value” vs. “Money Paid”. Therefore, the offer made is from a person who has been trained to believe that you are upset on a monetary value scale. Keep in mind that Disney has no other way to compensate you. Disney is not going to send you a copy of the Memo written to the Hotel asking for better vacuuming under beds, and if you are expecting such memo, you are expecting too much.—IMHO--- You need to find a monetary value that will ease your pain. Once again, they have no other way to satisfy you. They can only offer monetary value, because that is all they have to offer. Yes, an apology letter from the Hotel Manager would be a Gem, but it is not going to happen. There are many obstacles setup to avoid this from happening.

This is just my realization after my experiences. Keep in mind that I work Executive Relations for a very large company (wireless service that starts with a T), and on a daily basis I am exposed to very large losses due to our error. In most cases the customer is upset and wants an apology from our President. Well, no matter how big the loss, my only tools available for solving the issue are monetary in value. I cannot offer to send someone a letter telling them we have corrected the issue and they will never have the issue again because that would bind us to that guarantee. All I can do is apologize, empathize, and offer compensation. I do write letters of apology, but often that is not enough. I hope this helps and gives a different perspective ;--)