Coronado Springs - resort ok, customer service - rotten. Need Help

[dolphin01]

My point was that we had very prompt response from CSR staff, so it's not all bad. I do believe they are making every effort on your behalf to rectify a bad situation. Unfortunately, it seems to be a tough situation to rectify to your wants & your childs needs.

What differs is the guests perception of what is acceptable customer service. Every guest is different and handles things differently. I have experienced great CM's and not so great CM's at many different locations thoughout WDW, parks and resorts. The problem is most of the times we only hear about the bad situations. Most guests won't post when they received treatment they expect at WDW. You can find situations about ever resort on the boards, good and bad. That's why there are so many resorts, to please everyone or try to anyways.

Like another poster stated, it should have been put away to avoid this situation.

 

[JoiseyMom]

We actually toured the laundry facility last August as a part of our tour. The facility is HUGH! Try to get the number of the facility, and see if you can speak to a manager there. The laundry gets washed and sorted, and of course they can see that they blankie, isn't a part of their inventory. THey also get LOTS of stuffed animals inthe laundry. Give them a complete description of the item, I am hopeful you will get it back.

Keep calling, until you get to speak to a General Manager. Keep escalating, until you get to a person that can help you, and sounds like they are really trying to help you!

 

[Buzz2001]

Sorry to read about your dilemma. Call:

Thea Sargent
Resort Manager
407.939.1000

 

[Buzz2001]

We actually toured the laundry facility last August as a part of our tour. The facility is HUGH!

I've heard about alot of WDW tours but I never heard about the laundry tour? LOL!

 

[Leota]

We actually toured the laundry facility last August as a part of our tour. The facility is HUGH! Try to get the number of the facility, and see if you can speak to a manager there. The laundry gets washed and sorted, and of course they can see that they blankie, isn't a part of their inventory. THey also get LOTS of stuffed animals inthe laundry. Give them a complete description of the item, I am hopeful you will get it back.

Keep calling, until you get to speak to a General Manager. Keep escalating, until you get to a person that can help you, and sounds like they are really trying to help you!

What tour included the Laundry facility? It must have been like Backstage Magic or something, right? I feel funny for saying that actually sounds interesting to me. Does that mean I like doing the laundry entirely too much?

 

[JoiseyMom]

LOL, yes it was the laundry tour!! We took the 3 park tour last August, the one that cost $199, the Backstage Magic Tour. Our tourguide like to show her tourgroup a surprise site if there was time. We had time, and we toured the facilities . The entire tour was awesome!!

 

[sotoalf]

Hmm. Not to sound like Scrooge, but it seems like Disney has done all it could. I had a favorite blanket as a child and would have bawled if it was mistakenly removed from the room with the rest of the dirty laundry, but my mother, after comforting me, would have explained that these things happen. Everything seems like the end of the world to a child.

This could have happened at Marriott or Motel 6 as well as Disney. Neither the staff's attitude nor response (the OP did, after all, receive another blanket for her trouble) is indicative of a decline in Disney service.

 

[dznyntnh]

I'm not sure I see as how any of this is a 'bad' customer service experience. If you have something that you feel is of value in your room, than it would be your responsability to safeguard it. Leaving a blanket (or pillow) on the bed or in the vacinity could very easily lead to it being picked up in error when they are changing the bedding.

The CM's send you a plush to try and help your daughter and they made the laundry facility aware of the loss, but I would imagine given the size (and amount of laundry) at the facility that it is a lost cause. To hold them responsible for not dropping everything to hunt for one blanket is unreasonable. It was human error and those things happen.

If it was that important, I would have placed it in a closet or drawer or suitcase to prevent it from being picked up in error.

 

[JoiseyMom]

The CM's send you a plush to try and help your daughter and they made the laundry facility aware of the loss, but I would imagine given the size (and amount of laundry) at the facility that it is a lost cause. To hold them responsible for not dropping everything to hunt for one blanket is unreasonable. It was human error and those things happen.

I don't think it is a lost cause. All items are washed, they know when an item isn't in their inventory, a childs blanket for example. I am sure it is put aside. I can't see them throwing away a childs toy or blanket. She just needs to speak to the right person, and for them to look at the facility with the "found" items.

 

[pennst8r]

This is my biggest fear--that my son's stuffed dog that he has loved for all of his 5 years will get lost on vacation!

Let us know when you get it back.

We thought they were extremely rude at CSR a few years ago when we stayed there--mousekeeping problems and the waitstaff at the restaurants were horrible. Not what we're used to from Disney!

 

[DisneyMomx7]

I feel so bad for your child. My dd (6) has a ratty old bear that she's had since she was born and we leave in fear of something like this happening. We learned to put "bear" on top of the entertainment cabinet before we leave for the parks because someone warned us of this very thing happening. If someone hadn't mentioned it we probably wouldn't have even thought of it. Let us know if you get it back. I would think that someone would put it aside. I think guest services definitely could have handled it better. We had problems with mousekeeping at the GF and it doesn't seem like the staff really cares the way they used to.

 

[Buzz'sBetterHalf]

We've been lucky because so far we've had nothing but great experiences (knock on wood) with CM's at CSR and throughout WDW. Here's to all the hard working CM's!

 

[Lewisc]

I agree with a previous poster. Get the phone number for the laundry and talk to them directly. Cut out all the "middle men" and talk to the person who'll go into the lost and found section and look for it.

I'm not sure how rotten the customer service is. They sent you a plush and there really isn't that much more they can do for you.

 

[kgkmom]

Every time my DD (age 11!) and I travel, I plead with her *not* to bring her beloved Beanie Baby raccoon, Chevy. She insists on bringing him everywhere she sleeps over, and it makes me more nervous than her! She's slept with Chevy every night for the past 8 years, and I know she'd be devastated if he disappeared. We actually did leave him behind in VT by mistake one vacation. Luckily I thought of it before we had traveled too far, called the hotel, and they had already located him. He was mailed to us the next day.

I really hope your DD gets her blanket back. For my part, I will again be pleading with her to leave Chevy at home during our next trip (in 13 days!!!!!).

I have a feeling I won't be successful.

 

[patsal]

I hope your child gets the blanket back because I know how important a blanket can be to a child.

Wow, I had a lost "blankie" five years ago during a stay at universal. We were at PBH and they could not have been more helpful. When I went to the front desk they explained the procedure-off site laundry-however a pink blanket would stand out form the white linnen, etc. They called the off-site place to let them know to be on the lookout for it while I was there. After being so kind at the front desk I didn't expect anything else--they showed me they made an effort and what more could I ask for? Next the manager gave me two free drink coupons (he said that DH and I should take turns having a drink since he knew we would need to relax after getting the little one settled. Next morning before she even woke up there was a knock on the door-one pink blankie perfectly pressed and on a hanger! I placed it on her and she was able to wake up with it. Later that afternoon when we returned to the room there was a beautiful cart from room service with large (the size of her head) chocolate chip cookies and milk with a little note to Sarah--sorry for the mistake--enjoy the cookies! Of course all we wanted was the blanket, and I sent a wonderful letter after we returned home to let them know how grateful we were and another letter to the management of the entire resort letting them know how wonderful the management was in taking care of our situation. Needless to say after that she folds her blanket and puts it with her personal stuff when she travels--yes, she still has to have her blanket!

 

[joyjoy]

My dd left her blankie on the bed when we left ASMu a couple of years ago. She was 16 They were super nice about it. We called from the airport (she realized it wasn't in her carryon and knew she didn't pack it) and by the time we got home they had called. The next day they called again and said they thought they had found it. They mailed it to our home and everyone was happy.

I'm so sorry you are having such trouble. My kid would have died.

 

[Ozymoe]

Every time my DD (age 11!) and I travel, I plead with her *not* to bring her beloved Beanie Baby raccoon, Chevy. We actually did leave him behind in VT by mistake one vacation. Luckily I thought of it before we had traveled too far, called the hotel, and they had already located him. He was mailed to us the next day.

So, do now you call him Chevy Chase...seeing as how you had to "chase" him down?

I don't mean to make light of a lost blanket...our children would have been devastated...I learned early on to put these things in a drawer before we left the room. I learned to do that because we almost lost our oldest son's ratty old blankie once (he was 3). We were lucky and saw an edge of it as housekeeping was leaving (not a Disney hotel). I think this was the best thing that could have happened to me at the time because it precluded anything like that happening to him or his (eventually five) siblings again.

I really do hope the OP gets her DD's blankie back. I'm wondering how DD has adjusted.

 

[kgkmom]

So, do now you call him Chevy Chase...seeing as how you had to "chase" him down?

QUOTE]

LOL! I never thought of that! I have no idea where she came up with 'Chevy', especially since Chevy Chase is not really a figure in our house, aside from the occasional viewing of 'Caddyshack' We've had to do the 'Chevy Chase' on several occasions, when he was mistakenly left at Grandma's!

If she ever left him somewhere irretrievable, it would be a life altering moment-one of those things you remember to your dying day. I never had a 'lovey' like so many kids do, so I can empathize with the folks out there who can't understand what the big deal is, yet when I've seen my DD's face whenever she's left Chevy behind...it breaks your heart!

 

[lainie25]

I would have to disagree with everyone that said that it sounds like Disney did all they could, by what giving them a $15. stuffed animal? Yes that was nice but not enough. The Mousekeepers should notice something laying on the bed that doesn't belong with the bedspread and sheets. they do that all day long and i am sure they could tell the difference between a little kids blanket and the hotels sheets.
When I am there I know for a fact I have left articles of clothing on the bed and they are never taken with the laundry and sheets.
You should continue to call and keep talking to the same manager, get there name and call as often as you need to until they find it. I wouldn't give up until you know for sure that it is gone.
good luck

 

[Cindy B]

My daughter has a favorite doll that she has had since she was a newborn. "Friend Dolly" has been on our many trips to WDW, Universal and toher places. My daughter is now almost 8.

We have never left her on the bed and put her on the nightstand, entertainment center, and other obvious places like that since this doll is cloth and fairly worn.

And for the lack of English, don't be suprised. That is normal in any hotel I have stayed in, including WDW and other areas of the country. They did bring a plush and constantly apologized.