Dealing with Disney Problems

[rahrah]

I have noticed a number of threads where people complain about something "bad" that happened and it spoiled their vacation. Usually these bad experiences can be corrected or reduced with either planning or an attitude adjustment. What I would like to discuss on this thread are things that are likely to happen and the best way to cope with them.

I have two examples dealing with SSR.

We arrived at SSR on Saturday, Dec 2nd. Our problem was that bell services was overwhelmed with distributing everyone's luggage. It was so bad that they had stopped answering the phone. We did not get our luggage until 11pm (we arrived at 2pm). How to cope? First, realize that something like this will eventually happen to you. Second, pack your carry on with just enough stuff to get you through the first night and to the morning (swimsuits, pajammas, medications, next days clothes, etc). Then leave a note stuck to your door telling bell services not to deliver any luggage after 10pm, that you will call for it in the morning.

Another example.

People tend to complain about being placed way out in the Paddock. There is an advantage to being out there. In the mornings when everyone is trying to get to the parks, your bus stops are first. This means you get to sit. On really busy days, the busses can be full by the time they get to the last bus stop. The people with the "good" rooms have to wait for the next bus, and hope it is not full also. As for getting to the pools, if you take a resort day (no parks) you can rent bicycles for the day at the resort. This will make everything a lot closer.

 

[bobbiwoz]

I appreciate what your trying to do, but I already think that many WDW vacations are overplanned, and to have a list of "Solutions to possible problems" seems over the top to me! And yet...the one thing that I have learned from here is that if the room is dirty when we get in, we will go down to the check-in desk, and IN PERSON do our very best to get the problem resolved.

Bobbi

 

[Starr W.]

I appreciate what your trying to do, but I already think that many WDW vacations are overplanned, and to have a list of "Solutions to possible problems" seems over the top to me! And yet...the one thing that I have learned from here is that if the room is dirty when we get in, we will go down to the check-in desk, and IN PERSON do our very best to get the problem resolved.

Bobbi

We read a couple of the WDW guide books and geez it gives you the impression your not going on vacation but planning the D-Day invasion. Though booking ADR's far in advance is a good idea. To be honest, in my world travels I have never checked into a room that hasn't been cleaned.

As for ME, if you don't want to carry that much stuff on the plane, don't let ME get your bags. Pick your own bags at the luggage claim and then go to ME. They can put them on the bus with you(will have to do that next time if we check as we won't be flying on an airline partner).

 

[Ksp]

Great advice, rahrah. I tend to enjoy doing the pre-planning -- go figure.
No matter where we are going, I try to keep some essentials with us in our carry-ons, since we have been victims of luggage lost by the airlines -- even before Disney could enter the picture!

I find that I don't mind the walk at SSR, or OKW for that matter -- the only time I've been concerned about it was when picking up groceries from the resort store. (They do get heavy if you are walking.)
Luckily, they have the handy resort bus -- it has saved me quite a few times.

For trips to the parks - we have even been known to walk further to the first bus stop of the loop so we can snag seats. (but only during really crowded times.)

Bobbiwoz -- you are right -- the best way to fix a room problem is to go back to the front desk. Works much better that way.

 

[Sammie]

Personally I think most vacation problems, albeit some are legitimate complaints, are due to unrealistic expectations.

One check in is after 4pm, anything before then is good luck. If you are getting upset about not getting a room until after 4pm, then that is the guest's problem not Disney's.

Requests are simply that a request. If being in a certain location is going to "ruin" your trip, then best stay home.

Arriving tired due to a long drive or long flight is not Disney's problem, it is the guest's, so suck it up and don't inflict your grouchiness on the CMs. Who then pass it on to someone completely undeserving.

Don't expect a Disney vacation to perform miracles. The place is magical, but it does not make everything disappear when you arrive. If you and your spouse don't get along, being at Disney is not going to help. Same with problem kids. etc.

Do some advance planning. For example if a quiet resort is your need don't book one in the middle of the action and then complain that it was not quiet.

And please if you have a problem deal with it while there, complaining later is a moot point. It's over.

 

[sean-1966]

Sammie says it all!!

 

[TomD]

Personally I think most vacation problems, albiet some are legitimate complaints, are due to unrealistic expectations.

One check in is after 4pm, anything before then is good luck. If you are getting upset about not getting a room until after 4pm, then that is the guest's problem not Disney's.

Requests are simply that a request. If being in a certain location is going to "ruin" your trip, then best stay home.

Arriving tired due to a long drive or long flight is not Disney's problem, it is the guest's, so suck it up and don't inflict your grouchiness on the CMs. Who then pass it on to someone completely undeserving.

Don't expect a Disney vacation to perform miracles. The place is magical, but it does not make everything disappear when you arrive. If you and your spouse don't get along, being at Disney is not going to help. Same with problem kids. etc.

Do some advance planning. For example if a quiet resort is your need don't book one in the middle of the action and then complain that it was not quiet.

And please if you have a problem deal with it while there, complaining later is a moot point. It's over.

You said what many thought

 

[lillasmom]

I have to agree with Sammie as well. I love to go to Disney, but I also have to remember that everyone there is human, just like me.

 

[dumbo71]

Personally I think most vacation problems, albeit some are legitimate complaints, are due to unrealistic expectations.

Don't expect a Disney vacation to perform miracles. The place is magical, but it does not make everything disappear when you arrive. If you and your spouse don't get along, being at Disney is not going to help. Same with problem kids. etc.

Do some advance planning. For example if a quiet resort is your need don't book one in the middle of the action and then complain that it was not quiet.

This might be one of the best posts I've seen on the Dis. I highlighted these portions of the post because I especially agree with these.

I understand what the OP's intentions are but I want to add this.

A good attitude, realistic expectations, treating other guest and CM's as you would like to be treated are all important ingredients to a succesful vacation.

BUT, far too many people let things just go with the "I'm on vacation" carefree attitude. Or the "WDW can do no wrong attitude." I'm all for enjoying trips and giving the benefit of the doubt but when true problems occur please follow up right then and there. If the problems are not dealt with to your satisfaction, take it up the chain of command until it is resolved.

The OP first example in unexceptable any time any place. Arriving at 2:00, no luggage to 11:00????? In an effort to be laid back the OP dropped the ball. They should have complained loudly so that no other guest has to deal with that type of inconvenience.

Without feedback, complaints and certain standards being set, WDW or any other resort, will never live up to it's full potential and a level of service guest SHOULD expect.

 

[rahrah]

The OP first example in unexceptable any time any place. Arriving at 2:00, no luggage to 11:00????? In an effort to be laid back the OP dropped the ball. They should have complained loudly so that no other guest has to deal with that type of inconvenience.

Without feedback, complaints and certain standards being set, WDW or any other resort, will never live up to it's full potential and a level of service guest SHOULD expect.

I nerver said I didn't complain. I made numerous phone calls of which about 3 were answered. My first call to bell services was arround 4 or 5, and they found one piece of my luggage at that time. I called the front desk twice. I asked for the resort manager, but was told he was out working on the luggage himself. I didn't see any sense in walking down there to find him as it just would have delayed things even more. I was not the only person that was missing luggage.

The whole point of the thread is not to complain, but discuss how to enjoy your vacation inspite of "bad" things happening over which you have no control.

I feel the best way do to this is to change things you can control. Usually this is your own attitude. Somtimes, it is a simple thing that you should do anyway (such as carrying essential items in you carry ons).

The biggest thing is to control your expectations. Not everything will always be perfect. If you are the type that plans your trip down to the minute, say using excel spreadsheets (I meet two people on my last trip that did this), then make sure you have entries everday such as:

1 hour: Deal with whatever went wrong and have fun anyway.
11PM: If nothing went wrong today, celebrate!!!

 

[Starr W.]

I nerver said I didn't complain. I made numerous phone calls of which about 3 were answered. My first call to bell services was arround 4 or 5, and they found one piece of my luggage at that time. I called the front desk twice. I asked for the resort manager, but was told he was out working on the luggage himself. I didn't see any sense in walking down there to find him as it just would have delayed things even more. I was not the only person that was missing luggage.

The whole point of the thread is not to complain, but discuss how to enjoy your vacation inspite of "bad" things happening over which you have no control.

I feel the best way do to this is to change things you can control. Usually this is your own attitude. Somtimes, it is a simple thing that you should do anyway (such as carrying essential items in you carry ons).

The biggest thing is to control your expectations. Not everything will always be perfect. If you are the type that plans your trip down to the minute, say using excel spreadsheets (I meet two people on my last trip that did this), then make sure you have entries everday such as:

1 hour: Deal with whatever went wrong and have fun anyway.
11PM: If nothing went wrong today, celebrate!!!

People plan things out to the minute with spreadsheets? I think they have way to much time on their hands at home. I usually plan for the worst, then if it all doesn't happen it's a great day. I bought the "unoffical" WDW guide and they have people's comments in it about rides, food etc. My best advice is to loosen up, nothing is perfect(that includes WDW), if one meal, one long wait for a ride/bus and or having to wait until check in time for your room ruins your vacation you really should consider staying home.

 

[DonnaL]

Sammie, well said..........

 

[Fitswimmer]

Personally I think most vacation problems, albeit some are legitimate complaints, are due to unrealistic expectations.

One check in is after 4pm, anything before then is good luck. If you are getting upset about not getting a room until after 4pm, then that is the guest's problem not Disney's.

Requests are simply that a request. If being in a certain location is going to "ruin" your trip, then best stay home.

Arriving tired due to a long drive or long flight is not Disney's problem, it is the guest's, so suck it up and don't inflict your grouchiness on the CMs. Who then pass it on to someone completely undeserving.

Don't expect a Disney vacation to perform miracles. The place is magical, but it does not make everything disappear when you arrive. If you and your spouse don't get along, being at Disney is not going to help. Same with problem kids. etc.

Do some advance planning. For example if a quiet resort is your need don't book one in the middle of the action and then complain that it was not quiet.

And please if you have a problem deal with it while there, complaining later is a moot point. It's over.

Love it. The other thing that I try to remember when I go there is that there are so many people who would love to have the advantage that I have of being able to go to WDW as often as I do, let alone stay in such a nice resort. I'm lucky that my parents are still healthy enough to go and enjoy it with me. I'm lucky that I have a wonderful niece that loves WDW as much as I do. When I start to get irritated about little things, I try and remember all that.

 

[3DisneyKids]

99% of issues/complaints are about attitude/expectations, I think. And attitude is something that is in each person's control. CMs (or anyone else for that matter), cannot crawl inside your brain and change your attitude for you.

While I agree that if there is a legitimate complaint it should be addressed while there and the sooner the better. However, I disagree with the suggestion to "complain loudly." First, the person to whom you are complaining likely is not the person at fault for the issue. For example, if you do not have your bags from ME after 6 hours, yelling at a front desk CM is niether pleasant (for the CM or others around) nor is it effective, as that person isn't responsible for your luggage anyway.

Moreover, these people work hard (as we all do), and yelling (or complaining loudly and/or negatively) is not going to make the situation better. Kindess goes a lot further than hostility any day of the week. If you are making a fuss in the hopes of getting something out of it (meal vouchers or whatever), I still say that you attract more flies with honey than with vinegar. We have always found that the CMs are so appreciative when we address an issue with a KIND tone instead of a LOUD tone. They are more willing to help us out...the people who are yelling are ALREADY ticked.

 

[nmere]

Had to reply and share an experience.
Years ago, Staying at the Poly club Level, Over the Holidays we had incredible bad luck, Including a medical issue, That completely changed my attitude towards Disney, Got Home and was ready to take all the Disney stuff down and throw it away. But one of the Conceirge at the Poly gave me in confidence a number to the VP of Operations. I decided to call about a week after coming home, As a Business Owner I would want to know the facts, so in turn I thought Disney might. After telling the very long story to an assitant who told me she would get the information into the correct person's hands, Well that sounded like a blow off to me. Thought it was over, about 3 days later I get a call from this very pleasant man, who asked me all kinds of questions, we talked close to an hour, then he asks me what he can do to bring back the magic for us. I asked him what he can do, he told me anything, after all he was the VP of Operation for Disney. Mr Robinson compt us a vacation at the Grand, equal to the amount we spent on the vacation from &*$#! His action that day neted Disney alot of $$$$$. Since that day we have been back many times, Last month at the Poly Club Level, 12 family members in all, This month bought 300 VWL DVC points.

All in all Disney Vacations are what you make of them, but if there is an issue Disney should be informed in a polite way and given the chance to make it right.

 

[dumbo71]

Had to reply and share an experience.
Years ago, Staying at the Poly club Level, Over the Holidays we had incredible bad luck, Including a medical issue, That completely changed my attitude towards Disney, Got Home and was ready to take all the Disney stuff down and throw it away. But one of the Conceirge at the Poly gave me in confidence a number to the VP of Operations. I decided to call about a week after coming home, As a Business Owner I would want to know the facts, so in turn I thought Disney might. After telling the very long story to an assitant who told me she would get the information into the correct person's hands, Well that sounded like a blow off to me. Thought it was over, about 3 days later I get a call from this very pleasant man, who asked me all kinds of questions, we talked close to an hour, then he asks me what he can do to bring back the magic for us. I asked him what he can do, he told me anything, after all he was the VP of Operation for Disney. Mr Robinson compt us a vacation at the Grand, equal to the amount we spent on the vacation from &*$#! His action that day neted Disney alot of $$$$$. Since that day we have been back many times, Last month at the Poly Club Level, 12 family members in all, This month bought 300 VWL DVC points.

All in all Disney Vacations are what you make of them, but if there is an issue Disney should be informed in a polite way and given the chance to make it right.

Now that is great customer service. I wish we heard more things like this.

I will say the ONLY reasons this happened is because: 1) The VP has real authority. 2) You were staying at a deluxe resort.

Staying anywhere else regardles of the problems you would have gotten the generic "Thanks for visiting WDW and I'm sorry your stay was less than magical. We strive to provide the highest level of sevice to our guests."

3Disneykids: My "complain loudly" statement is just a figure of speech. I would never advocate raising your voice or talking down to a CM, manager or anyone else at WDW. I simply meant to deal with the problem immediately and nicely but still firmly.

Sorry for the use of that term.

 

[Sammie]

Now that is great customer service. I wish we heard more things like this.

I will say the ONLY reasons this happened is because: 1) The VP has real authority. 2) You were staying at a deluxe resort.

Staying anywhere else regardles of the problems you would have gotten the generic "Thanks for visiting WDW and I'm sorry your stay was less than magical. We strive to provide the highest level of sevice to our guests."

3Disneykids: My "complain loudly" statement is just a figure of speech. I would never advocate raising your voice or talking down to a CM, manager or anyone else at WDW. I simply meant to deal with the problem immediately and nicely but still firmly.

Sorry for the use of that term.

We have been taken care of anytime we had a problem at a DVC resort. We have had very few problems, but when we did, the person taking care of us was the on duty manager, and we were a DVC resort. Your experiences might be different, but I don't think you can state that this "only" happens because he spoke to a VP and she stayed deluxe. Simply not true.

 

[3DisneyKids]

3Disneykids: My "complain loudly" statement is just a figure of speech. I would never advocate raising your voice or talking down to a CM, manager or anyone else at WDW. I simply meant to deal with the problem immediately and nicely but still firmly.

Sorry for the use of that term.

Thanks for clearing that up. I would just hate to see real advice here on the DIS telling people to go b*tch up a storm in order to get results.

 

[nmere]

Sammie,
I am Not a she!!! lol,

Let me just add that the first offer from the manager at the Poly was tickets to the park, for one day, That really angered me, That is why I used the Number that the conceirge gave me.

 

[Sammie]

Sammie,
I am Not a she!!! lol,

Let me just add that the first offer from the manager at the Poly was tickets to the park, for one day, That really angered me, That is why I used the Number that the conceirge gave me.

Ok, I see that now, in the comments to Dumbo, I corrected it, Thanks. I have the same reponses sometimes, I just let it go.