Decline in levels of service and cleanliness

Great now I'll never go to a Disney pool again.

You missed the point.

But I guess that is my fault because I focused on the pool activities instead of the increased amount of the CM's and the phone calls to guests after check in from both the CM who checked the guest in and the resort manager asking if there was anything that they could do to make the guest's stay better.

BTW
If I want to relax by the pool I will head to the quiet pool.
 
You missed the point.

No I'm pretty sure I got it and if that happens I'll never go to another Disney pool...I'm sure it will lower my chances of catching Hep A,B anyway. Maybe next we can have the games right outside my door or we could just have a random group of kids assigned for me to babysit.


edit...since you added something

Wow I really did miss the point...so a 1920 room Motel manger calls all the guest now?(Wow is he going to be busy) How much is this phone call and "increase" of staff (if any) going to cost me? Do I get a refund for the other times when they decreased the staff and I didn't get a phone call? Is this just at Music(the least desired motel) or all?
 
edit...since you added something

Wow I really did miss the point...so a 1920 room Motel manger calls all the guest now?(Wow is he going to be busy) How much is this phone call and "increase" of staff (if any) going to cost me? Do I get a refund for the other times when they decreased the staff and I didn't get a phone call? Is this just at Music(the least desired motel) or all?

Yes, I guess they are busy. (I was told that several managers were transferred from other Disney resorts to help get this pilot program up and running. )
I was also told that they try to "sense " (maybe anticipate?) when guests will be arriving so that check in is quick and that clean rooms are ready at check in for the majority of guests.


I spend a lot of time on the resorts board reading and posting and I have read a lot of positive posts from guests who have stayed there since the pilot program in June. Besides the games and movies many have stated how clean the grounds are , how many CM's they see around the grounds, and how friendly the staff is.

No, the pilot program is not just at Music. It is also at YC & BC.

Perhaps Music was chosen to be a part of the pilot program since all of the rooms have just been refurbished as of June 2007.
They were newly painted, new carpet, new furniture, new beds, mattress and bedding. The bathrooms have a bowed curtain rod and they put a privacy curtain between the sleeping area and the vanity area so guests can use that area as a make shift dressing room.
The moderate resorts have had those types of curtains for several years and All Star Music is the first value to get them.

Here is a website with photos of the newly refurbished rooms at All Star Music.

Look at the Jazz Inn section with new posted:

http://allearsnet.com/acc/g_asmu.htm

I am hoping Disney is starting to take customer satisfaction a little more seriously.
 
No, the pilot program is not just at Music. It is also at YC & BC.


I am hoping Disney is starting to take customer satisfaction a little more seriously.

No you missed the point.

For one I think you're posting information about three totally different events and trying to connect them.

Is the "Pilot Program" the mess at the pools, the "increased" CMs (in the middle of summer I might add) or the phone calls from the manager? Or all three?

Wow how sad is your answer going to sound if you do what I hope you don't and say all three. Man I hope that I don't have to write Disney, call Disney or fill out a survey and thank them for staffing their resorts and doing the bare minumium that a resort should do for their guest...but looks like that is what its come down to.
 

No you missed the point.

For one I think you're posting information about three totally different events and trying to connect them.

Is the "Pilot Program" the mess at the pools, the "increased" CM's (in the middle of summer I might add) or the phone calls from the manager? Or all three?

Wow how sad is your answer going to sound if you do what I hope you don't and say all three. Man I hope that I don't have to write Disney, call Disney or fill out a survey and thank them for staffing their resorts and doing the bare minumium that a resort should do for their guest...but looks like that is what its come down to.


Yes.
It is all three and more.
That is what the pilot program is all about. Not just the games and movies but better guest service.
Having more staff available at check in so guests can check in a more timely manner.
Having clean rooms ready at check in so guests do not have to wait until the late afternoon for a clean room.
Having more staff on hand so a guest can have any questions or concerns taken care of right away.
And yes, also the calls so guests will feel that the CM's really do care.


I was told they are getting the results from those surveys the next morning and actions are immediately being taken to correct problems or congratulate success.

I was told that this program is ending the end of September but if they get lots of good feedback they may extend this type of service to the other resorts as well.

I am really hoping they get lots positive response to this program.
I was told that so far there has been quite a bit of positive response from guests at All Star Music but the BC & YC has not been getting many responses.

My guess is not very many guests know this is a pilot program so they do not respond.
-----------------------------------------------
Here are a couple of posts I came across the last 2 days.

From this thread:

http://www.disboards.com/showthread.php?t=1565556

We just returned from ASMu last week, and I just assumed that this "pilot program" was what normally happened at a Disney Hotel. This was our very first trip as a family to Disney, and my first time staying on site, and we were thrilled with all of the poolside activities that they had planned. The dance competitions, karaoke and movies were wonderful! There was so much for all of the children to do - of all ages! My daughter is only 4, but she spent all of her time dancing at the pool, and we loved watching the movie on the big blow up screen. It was so relaxing to watch a movie -- IN THE POOL! :) So so nice. If this is a program that is new, I certainly hope that it stays because we really enjoyed it after a long day at the parks!

And from this thread:
http://www.disboards.com/showthread.php?t=1565346

Just returned from a splt stay at Beach Club/Grand Floridian. Loved the Beach Club!!! (we were AKL refugees!!) Upgraded to a water view(we paid for standard at AKL) with full balcony, and our room was ready at 11am!!!! The water view overlooked the quiet pool. GF another story, we had to wait until about 4pm to get into our room. Terrible view overlooked the GF convention center and dumpsters:( Also, the noise from trucks with the backup beeps early in the morning stunk!!! After I complained they moved us to the newly redone Conch Key!!!! Much better room, flat screen tv, view of marina and no beeping trucks!!! Great pools at both resorts!!! Any questions???

---------------------------------------------------------

I was told that there is hope that with enough interest that they may be able to keep a lot of the great things happening at AS Music and YC & BC and be able to expand to other properties. I was also told that this pilot is all about trying to improve intent to return.

the manager I spoke with me that the best thing that guests can do is when they check out of the resort, they should take the survey and give feedback (honest feedback about anything good or bad they experienced).

I agree this is the type of service that Disney should have been had all along and .........yes it is sad that they have not had this kind of customer service all along.

It is even sadder that it may all just go away unless we (meaning myself and any others who wish for this program to continue and expand to other Disney resorts) show our support.
 
Yes.
It is all three and more.
That is what the pilot program is all about. Not just the games and movies but better guest service.
Having more staff available at check in so guests can check in a more timely manner.
Having clean rooms ready at check in so guests do not have to wait until the late afternoon for a clean room.
Having more staff on hand so a guest can have any questions or concerns taken care of right away.
And yes, also the calls so guests will feel that the CM's really do care.

So decent service at the resorts--clean rooms, adequate staffing, etc.--is a pilot program that is scheduled to expire at the end of the month? :confused3 Things are worse than I thought.
 
So decent service at the resorts--clean rooms, adequate staffing, etc.--is a pilot program that is scheduled to expire at the end of the month? :confused3 Things are worse than I thought.

The pilot program is not about clean rooms but rather having the clean rooms ready at the time a guest checks in. Even if the guest has an early check in of say !0 or 11 AM instead of making the guests wait until late afternoon.

It is my understanding they have several extra managers and extra staff instead of adequate staff.

And yes, I was told the pilot program is ending the end of September.
 
/
then I'm only paying around $33 per day....which is equivalent to Six Flags or any other theme park.

I don't know which Six Flags you go to, but at Great Adventure, it is MUCH more than $33 for a ticket ($59.99 for 1 day ticket at the gate)
 
So decent service at the resorts--clean rooms, adequate staffing, etc.--is a pilot program that is scheduled to expire at the end of the month? :confused3 Things are worse than I thought.


...your comment almost made me laugh...until I realized you are RIGHT!
 
Yes.
It is all three and more.
That is what the pilot program is all about. Not just the games and movies but better guest service.
Having more staff available at check in so guests can check in a more timely manner.
Having clean rooms ready at check in so guests do not have to wait until the late afternoon for a clean room.
Having more staff on hand so a guest can have any questions or concerns taken care of right away.
And yes, also the calls so guests will feel that the CM's really do care.


It is even sadder that it may all just go away unless we (meaning myself and any others who wish for this program to continue and expand to other Disney resorts) show our support.

Things really have gotten bad when your customer expects not be checked in the room in a timely manner...or having a room ready for an early check in time that you requested..or having enough people to staff the motel.

Good luck with doing all the leg work for Disney...I'm going to vote with my wallet until Disney doesn't need a survey or phone call from you personally to tell them to staff the motel. (pssst...a little secret just between us they already know these things...and no survey or phone call is going to make a difference.)
 
Things really have gotten bad when your customer expects not be checked in the room in a timely manner...

It's not about having low expectations, it's about being a realist. All hotels operate this way, not just Disney. You catch a 7 am flight and arrive at your destination at 10-- guess what, you'd better have a carry-on with your bathing suit or a change of clothes because the fact is you're gonna be hanging out for a while till the room is ready. And you know what? Thats okay! Because I'm a realist and I understand that while Disney is in the business of selling "magic," they're also kinda big in the hospitality industry. And when ANY hotel is operating at decent capacity (especially during peak season) you've just got to accept the fact that it takes time to prepare a room that someone has JUST checked out of. It's not about consumer expectations, its about having a grip on reality.
 
It's not about having low expectations, it's about being a realist. All hotels operate this way, not just Disney. You catch a 7 am flight and arrive at your destination at 10-- guess what, you'd better have a carry-on with your bathing suit or a change of clothes because the fact is you're gonna be hanging out for a while till the room is ready. And you know what? Thats okay! Because I'm a realist and I understand that while Disney is in the business of selling "magic," they're also kinda big in the hospitality industry. And when ANY hotel is operating at decent capacity (especially during peak season) you've just got to accept the fact that it takes time to prepare a room that someone has JUST checked out of. It's not about consumer expectations, its about having a grip on reality.

Thanks for the lesson...but I put myself through college working the Front Desk for hotels in a resort area. Holliday Inn Sunspree and a couple of localy owned ones.
 
You catch a 7 am flight and arrive at your destination at 10-- guess what, you'd better have a carry-on with your bathing suit or a change of clothes because the fact is you're gonna be hanging out for a while till the room is ready.
The following is a list of hotels that must be more magical than Disney because they had my room ready before their published check-in time - just in the last six months or so:

The Shearton Marina, San Diego; Marriott, Crystal City; Shearton near Dulles; The Hotel del Coronado (over July 4th weekend when they were full); Universal Hilton (four times); The W, San Diego; Mandalay Bay (three times); The Luxor; Best Western, Annapolis; The Venetian; The Comfort Inn, Pentagon City; The Standard, Hollywood; Courtyard Crystal City; Glorieta Bay Inn, Coronado; Super 8 somewhere in the middle of New Mexico; Williamsburg Inn Colonial Houses; Quality Inn, San Diego

And the only place that made me wait: Disney's Polynesian Resort where I was paying more per night than any of the hotels I listed above. Most real hotels know a certain percentage of their guests will arrive early, most real hotels look at the comments on the reservation and see it someone mentions an early arrival. That's why they have someone ready the room right after someone checks out so that it's ready when guests arrive.

It was something that Disney did too before they figured they could save money by reducing staff.

Perhaps if people would actually experience reality instead of dreaming up excuses for Disney, their own grip would be much, much better.
 
Thanks for the lesson...but I put myself through college working the Front Desk for hotels in a resort area.

So I assume you'd be familiar with these facts.
Unless of course the Holiday Inn had 100% room-readiness, the likes of which you would undoubtedly be accustomed to. In which case let's hope Disney sends some people over to the Sunspree to figure out what their secret is asap!
 
Apparantly I've been outrageously lucky because the last 3 times I've gone to SSR, I've arrived at Noon and my room has been clean and ready every time. To me that's a great bonus, because my confirmation letter says that my check in time isn't until 4 pm. Others haven't had that kind of luck, I just read a post not long ago where a family had to wait until 6 and that caused all kinds of tragic consequences. Maybe it's because we normally travel outside of peak times, but whatever it is, I'm thankful for it. Still, I prepare as if I'm going to be checked in at 4 or possibly later. I pack necessities for the day in my carry-on and make plans to keep busy throughout the day. I mean, it's such a boring place, there's just NOTHING to do if you have to wait for your room...:lmao:
 
................ Most real hotels know a certain percentage of their guests will arrive early, most real hotels look at the comments on the reservation and see it someone mentions an early arrival. That's why they have someone ready the room right after someone checks out so that it's ready when guests arrive.

It was something that Disney did too before they figured they could save money by reducing staff.......
.

My thoughts about room ready at check in.

To be fair I think that most "real hotels" do not have as many requests that the WDW resorts get.
I would imagine if most WDW guests would take the first room ready at the resort most guests could receive a clean room at check in.


----------------------------------------------------------------------

Most guests booking a hotel/motel do not have the same number of requests during their travels as they might have when booking a WDW resort.
If it is a beach resort they may ask for or book oceanfront. Some may even request a high floor or a low floor and some may even request a room close to or away from the elevator but that is usually the extent of the requests.

When a guest stays at the Poly for instance they most likely have done their research. Let's say the guest decides they want a MK view so they book and pay for that. Then they request Aotearoa longhouse. They may request the 3rd floor because they want a balcony. There are only 5 rooms that meet this criteria. In fact there are only 9 rooms in the Aotearoa longhouse that have a MK view. There is 1 room on the first floor, 3 rooms on the 2ed floor and 5 rooms on the 3rd floor. * Note only the 5 rooms on the 3rd floor have the balcony.

Scenario:
So the guest checks in at 11 AM . The CM looks at the Computer Screen. She sees that there is a clean MK view room available in Tuvalu but she also sees the guest's requests and also that 2 guestrooms in the Aotearoa longhouse are vacating that morning and one of those are on the 3rd floor. That room would meet all of the guest's requests.

What should the CM do?
Should she assign the guest to the clean room in Tuvalu ? or.....
Should she assign the guest the 3rd floor room in the Aotearoa longhouse ( which has not been yet been cleaned and tell the guest their room was not ready yet saying ,"I'm sorry, your room is not ready yet but here is the key and please call back later for your room number"?
What scenario would be better?
Which room would the guest be happier in?

Back in the 70's & 80's --- before the days of the wonderful internet there were fewer WDW guests who made so many specific requests.
Back then more of WDW guests were assigned room ready rooms. As soon as a guest arrived they were given one of the clean rooms that were available.


Now a lot of WDW guests perhaps most of WDW guests request a
specific building, location, view, or floor. I would like to add that for most of guests who made those requests the requests are very important to them.

That may be another reason why more WDW guests are not assigned to rooms as soon as they check in.

Just my 2 cents.
 
.....and AGAIN I am agreeing with "Another Voice".

I travel for business - 2 weeks a month - so I check in and out of my share of hotels.......often SOLD OUT hotels during trade-show events. I rarely wait for a room -- even when my 7 am flight allows me to be standing at the checkin desk at 10 am.

You know what......when a hotel is SOLD OUT, hotels schedule more cleaning staff so they WILL be ready for early guests....it's called "customer service".

My last stay at the BC, my husband and I actually spoke with the resort manager about mousekeepers still cleaning rooms at 6 pm (let me remind you this is a hotel which charges $315 p/night). His comments....."we would love to hire more staff but the budget will not allow it".

Did he make these honest comments to use because my husband is a castmember....or was he frustrated because he was embarassed he could not offer good customer service.....you be the judge.

Boys and Girls --- SOLD OUT hotels do it all the time in the real world...they just hire enough staff to make it work on the busy days. You know what, these busy days are NOT A SURPRISE because we all have......reservations!
 
My thoughts about room ready at check in.

Back in the 70's & 80's --- before the days of the wonderful internet there were fewer WDW guests who made so many specific requests.
Back then more of WDW guests were assigned room ready rooms. As soon as a guest arrived they were given one of the clean rooms that were available.


Thanks for the elucidation. The "wonderful internet" provides hotel info for the hotels at WDW, not anyplace else in the entire world??? I've arrived at hotels in Rome, Paris, Venice, Florence, London and many other places where the posted check-in time was in the early afternoon and was immediatley given a room. That's a hotel's job - customer service
 
Thanks for the elucidation. The "wonderful internet" provides hotel info for the hotels at WDW, not anyplace else in the entire world??? .......


You are welcome. I find that sometimes a good simple explanation or example helps others to understand what I am saying. Before I became disabled I was a parapro in an elementary school so I am use to seeing the whole picture and making simple explanations so others can grasp the whole picture also.

I am sorry to say I think you did Not understand what I was trying to explain at all.
I am confused by your statement." The "wonderful Internet" provides hotel info for the hotels at WDW, not anyplace else in the entire world??? "
I was only referring to WDW in my explanation.
I never said anything about the entire world.

Also how many requests did you make at each of the hotels you stayed in Europe? How many of those requests were meant when you received your room at early check in?
For example if you requested a 6th floor room away from the elevator with a view of the Eiffel tower in Paris were all of your requests filled and the room ready at 11:00 AM?

BTW
It sounds like you had wonderful vacation and had a great customer service during your travels.
I hope you enjoyed iyour travels immensely.
 













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