Complaints?

[rigidydo]

Hello!
It's been awhile since I've posted here...hope I'm doing it correctly!...I was wondering if someone could tell me where I could write to, about a complaint, specifically, Fort Wilderness Resort.
I thought that someone had posted the addresses many many moons ago, and I'm hoping that it is available.
Thank you!
Ginny

 

[chucknrita]

May I ask what happened? We stayed in the cabins this past April/May for seven nights and loved it.

 

[rigidydo]

Hi!
We have almost always stayed at Fort Wilderness and have also found it to be wonderful and I'm sure it still is, but the complaint has to do with a CM at the check-in desk.
The CM was totally out of line, stating that we "owed 'x' amount of dollars and wouldn't get our cabin until we paid up!''... we were paid up and had the paperwork to show this..she went on to say that the paperwork meant nothing to her...My son had asked to speak to her manager, of which she replied that she didn't know whether the manager was available or not. He asked her to please check..as she went thru the swinging doors to do so..she quite loudly exclaimed that "these people are unbelievable!"..needless to say, everyone else in the lobby also heard this, which was quite humiliating. The manager did come out and the matter was straightened out..and we didn't owe anything!...everyone after her was wonderfull, in the typical Disney fashion.
I had posted a complaint online at the Disney site, but had never heard a word from them. This was all quite awhile ago, but we are thinking of going back and I think I really would like to be reassurred that I won't encounter her again, as she had stated that she had been there for many years. ....Too much money is put into a trip to have such a damper put on it! We had booked the trip ourselves so that we could go on the Cruise first and save "the best for last", so as to stay foremost in our memories!..The cruise was fantabulous!!!!

Ginny

 

[kellyla]

The address for Fort Wilderness Resort and Campground is:
4510 North Fort Wilderness Trail
Lake Buena Vista,Florida
32830-1000
I would put it to the attention of the General Manager.Hope this helps

 

[Simba's Mom]

At least as of last June, the General Manager was Rilous Carter, he was the GM of both WL and FW. Be aware, however, that I wrote a letter of complaint to him last June, and never heard from him. There was another person who wrote him a letter, and last I heard, the letter was unclaimed (he'd sent it registered).

 

[chucknrita]

Ginny,
Sorry to hear about the rude CM...I hope you don't encounter anyone like that the next time you go. I "tolerate" (up to a certain extent) rude people better than my husband, but if that CM had spoken to my husband like that they might have had to call the cops to break up a fist fight! I guess that's why my hubby lets me do all the checking in and stuff. Hope your next visit is better!

 

[eeyore0062]

Unfortunately, you probably should have made your complaint while you were still staying down there. Those sent after you arrive home tend not to be handled as expediately, if at all.

Good luck to you, and I am glad the rest of your trip lived up to Disney's quality.

 

[eeyore0062]

Unfortunately, you probably should have made your complaint while you were still staying down there. Those sent after you arrive home tend not to be handled as expediately, if at all.

Good luck to you, and I am glad the rest of your trip lived up to Disney's quality.

 

[A1A1]

I am wondering if the manager was aware of the manner in which you were treated by the cast member. If so, what did the manager say? Were they apologetic? Did they act embarrassed about the cm?

There are always people who snap suddenly. I hope the cm was embarrassed herself about her behavior. Did you see her again after the matter was resolved?

 

[Misti]

Here are a few addresses for you:

WDW Guest Relations
PO BOX 10000
Lake Buena Vista, FL 32830

Mr Al Weiss (hope he still in this position)
President
WDW Resort
PO BOX 10040
Lake Buena Vista, FL 32830

I'm sure if you write to Guest Relations it will be forwarded to the right person. Sorry to hear about your experience!

 

[lanigirl]

I emailed some comments I had about the Cotemporary Resort just to make them aware of some small problems (dirty bathroom on day of check-in but cleaned within an hour and one unhelpful castmember) I had there in early November. I got a response within 2 days. The email goes to the Executive Offices Walt Disneworld Resort:

wdw.guest.communications@disneyworld.com

They asked for my day phone number so that the could call me. Within 4 days I got a call from the Executive Offices (I forgot his name) apologizing for the problems, which should not have happened, and reassured me that he will let the General Manager of the resort know about it. I was satisfied.

 

[Luv2Roam]

DH and I stayed at POR in May and weren't impressed.
This was the one time I was hoping to get a resort questionnaire and the only time I haven't.
So I wrote a letter about a few issues at POR and WDW transportation experiences we had.
I wrote a letter to the manager at POR and sent the same letter to Lee Cockerell's office.
I wasn't expecting compensation or anything. I thought the concerns we had would be easy enough to fix for others (dirty room, poor unorganized bus service, bad CM service at luggage).
And I wrote of the many good points too.
I never have heard anything from the POR manager.
A nice CM from Mr Cockerell's office called a few months after I mailed my letter and we chatted. (Like I HATE to talk Disney with anyone! )
Even though I didn't ever ask for anything, she gave me some compensation. (My guess is if I had been not so nice she would have just apologized and that would have been the end of that.)
But she gave me some advice and the perk. I sent her a DS NE pin as a small token of my appreciation. along with a Thank You letter. Lee Cockerell's mailing address is on the News and Rumors board, along with many Disney addresses.
And I think letters go a lot farther with Disney than e-mails.

 

[Ilove8Trax]

I'm also sorry to hear about your trouble and humiliation with this one person. She sounded very unreasonable and way unprofessional. I'm suprised that she wasn't given a repremand for her behavior although, i'm not sure of the management there and how they handle things.

Definatly write a letter or drop an e-mail though. You may never hear from anyone or you could, but someone will know what happened and if they have good customer service skills, they will atleast contact you back to apologize. Good Luck.