does Disney ever give free nights if you complain?

[JoanneNC]

The last time we stayed at VWL the lock on our door did not function. They had 3 workman in our room for well over an hour as it was something with the card reader etc. They had a really hard time getting it to work and it was getting late so they sort of got it going where I had to really pull on the door to get it open. They sent a manager up as I was concerned we would get locked out of room at night with little or no maintainence guys around. The manager gave me her direct number and said call me if this happens. Which was fine by me. They came back and fixed it the next day so it was 100%. Honestly, it was no big deal and Disney did not "comp" me on anything nor did I expect them too.

B.

This wasn't at WDW but at a Marriott one time, we were stranded outside of our room. We had left for dinner (had a newborn at the time) and returned to find out our room card didn't work. Then the new replacement one didn't. Then the master card didn't work. We sat outside that room for over 2 hours while they used a coat hanger looking thing under the door to pull down the handle from inside. We never expected anything comped as sometimes things happen, but we were pleasantly surprised by a gift basket.

 

[mmmears]

People like this are the reason why companies dont listen much to their customers' complaints. If they make a habit of this, then they are taking advantage of their hotels. I dont think it will be that easy with Disney -- I'm sure that they have guests like this all the time.

In all of our many trips, we did have a room comped to us, but not at WDW, and not for such a petty reason. While the hotel really messed up, the manager did what she could to help us have a great stay. Then, when they sent us a satisfaction survery, it was very positive!

We've had "issues" sometimes while on vacation, but we're on vacation and try to just let things go a bit. We're never looking for a way to reduce the price of our trip. I do hope that Disney would comp a night or two if they really inconvenienced their guests, though.

 

[belsam]

Several years ago we were staying at the YC during an exterior repaint of which we had no prior knowledge. Each morning we were wakened at 6:30 by power washing on the siding near our patio. It was LOUD and was beyond annoying as I enjoy sleeping in on vacation. We called a manager twice while we were there but our calls were not returned. After we got home I wrote a letter stating our displeasure and we got a letter from the manager to upgrade our room on a future stay. Of course this required our paying for another vacation but we did get a really nice upgraded room on our next trip to YC/BC. Now I see notices of planned renovations at Disney resorts are stated well ahead of time.

 

[FunkyLamb]

All of these stories do more to fortify my postition that if you have any serious problem whatsoever in a restaurant or hotel, you should speak to a manager immediately. Not the waiter. The waiter is going to do what they can to quell the issue. Not the desk clerk. They don't want their supervisor at the desk with you. Speak to a manager before you leave the area and address your concerns.

 

[dalt01]

All of these stories do more to fortify my postition that if you have any serious problem whatsoever in a restaurant or hotel, you should speak to a manager immediately. Not the waiter. The waiter is going to do what they can to quell the issue. Not the desk clerk. They don't want their supervisor at the desk with you. Speak to a manager before you leave the area and address your concerns.

ditto, i noticed a lot of you did something after you got home, they are not scared of you when you are 2000 miles away but they will listen if you are in their face and let them know you are not going to just "go away"

 

[Disney Gator]

All of these stories do more to fortify my postition that if you have any serious problem whatsoever in a restaurant or hotel, you should speak to a manager immediately. Not the waiter. The waiter is going to do what they can to quell the issue. Not the desk clerk. They don't want their supervisor at the desk with you. Speak to a manager before you leave the area and address your concerns.

To be fair, there usually isn't anything the waiter/desk clerk can do about it anyway, other than bring you a new dish or give you a new room. They don't have the authority to comp things, or give you anything extra. The manager or supervisor is required for that.

I worked at the YC/BC in the front office and you would be amazed at the complaints. Sometimes it's difficult to tell the real ones from the ones just looking for free stuff. I won't give away any details, even though I don't work there anymore, but if you complain loud enough you will get something (just like any hotel/restaraunt), but it does not go unnoticed.

 

[Luvamouse]

First of all, we had friends like that. After a couple of dinners out where we were mortified by them asking for the manager after a perfectly good dinner-- nothing wrong, they thought it was great how they could always get something comped-- we stopped being available. I do compliment and complain when service or a product is great or it is lousy, but not with the intention of getting something for it. It is feedback and I think businesses deserve that.

Second, my mom fell on our 2007 Thanksgiving trip. She slipped on the tile floor in the Poly bathroom and ended up in the hospital with a concussion and a huge hematoma on her head. She still has memory loss from that day until approximately February of this year. Disney didn't comp, pay a bill, send a card, nothing. (Nor did we ask for anything.) They sent someone from security to get the details and fill out paperwork-- read "cover their butts." Yes, it was an accident, but there are no handrails to grip as you exit the shower with slick tile floors. We didn't expect anything, but a note/card/basket... anything but just sending security later would have been nice. I still love Disney and appreciate the help they have given some of those who posted here. It is right to try to apologize or compensate for some things that go wrong. But thank goodness, those who complain for no reason don't get rewarded automatically!

 

[mmmears]

It is right to try to apologize or compensate for some things that go wrong. But thank goodness, those who complain for no reason don't get rewarded automatically!

I agree -- if people are comped all the time, where do think the $$$ is coming from? It's coming from the rest of us in the form of higher prices for our meals, room reservations, etc.

If the complaint is legit, the manager should make it right. Otherwise... I wonder if Disney (and other large corporations) keeps track of complainers?

 

[kmvand1]

Is she still there? If not I doubt they will do anything. Seems most people on here say they got a credit to use while there. I've been on Dis for many years now and can't remember once when someone said they were given something after they left.

Well, I am here to tell you I received a free night AFTER returning home this past September, so it is possible. We had a less than stellar stay at ASMo and I sent an email upon returning and was credited a night's stay.

 

[mmexpress]

A little off topic but...
Other companies do keep track.
I had a situation with Dell a few years back where I had to call multiple times with a crappy computer.
After the third call I got pretty nasty, on the fifth call I got... Oh yes Mr Miller what is it this time? (rather snotilly)
So a log is kept and my name is probably marked in red.

 

[kinghorse]

We just got back from AKV and had problems from the minute we pulled up and were ignored by valet and doorman, busy talking for 20 minutes and then a room with construction so loud you could here it with the doors closed.

I complained and they offered to move me to my favorite hotel and give $200 credit (we had just been at the other hotel 2 weeks ago and my daughter really wanted to see the animals) I told them to please just find us a better room and the manager tried and tried and was wonderful and they did and moved us, they also offered a $100 credit which I told him wasn't necessary. I handle rentals of vacation homes in Key Largo and recently we had a family complain from the minute they got out of the cr to the minute they left and then phone calls, threats even contacting our website admin. They were obviously people who do this ll the time to get a revate and we did not give one penny back since for 40 families before and 15 after not one complained and all were thrilled with the home. These people even complaind about bot being able to swim in a canl when the house had a private swimming beach (who swims in canals). I am sure that hotel staff can figure out who is legimate or not.

 

[toodycat]

This was on DCL, not in the parks. My son got stuck in the convertible bed in our stateroom while playing and was trapped for a half hour. He was bruised, dizzy and dehydrated by the time I was able to get him out. After his trip to the infirmary, the crew sent him gifts and food. Some of the officers visited, too. When we returned home, DCL gave us half off a future cruise. We probably could have gotten more if we'd made a bigger fuss, but we were glad to book another cruise...which we enjoyed without incident.

 

[DisneyWisher]

These people even complaind about bot being able to swim in a canl when the house had a private swimming beach (who swims in canals).

Alligators. LOL Lived in FL almost all my life (42 yrs old cough cough) and I have never tried or wanted to swim in a canal. Never been to the Keys for that matter. Just returned from Disney and I am sad to say it will be my last trip for awhile. I'm going to start trying something new. Mostly though because DD15 is at that age where she is just not into it as much. Waiting for DGS2 to be tall enough for the good rides.

 

[crazyoldmaurice]

I'm trying to remember the exact details - we were checking into BCV (Oct of 2004) for a 2 bedroom villa for 5 nights on our own points. We arrived early and were told the room wasn't ready, hut we had a top floor Epcot view just as ww had requested. Great! So later that day when we were told the room was finally ready (around 5pm) the room was on the 2nd floor and had no view of anything. We were a little confused until we took our shoes off and realized the carpet was soaking wet. A call to the front desk basically got us a couple of noisy dryers and unstated confirmation that they had given our original room away after the folks who checked into our current room complained about the carpet and were given our room - the only other available 2 bedroom.

I understand the complaint about the carpet because we got stuck with it - loud dryers for 2 days and NO other villas available. Bad luck I guess, things happen, but we were never given even an apology. I was very disappointed with the way things were handled.

OK, the "friend" of the OP is a scammer, but your situation totally sucks. I am a pretty easy going guy, but I think I would be pitching a fit on this until I was either in jail or in a couple of rooms on the concierge level at the BC or YC.

 

[stingmom]

um, who doesn't go directly back to the front desk when their door lock doesn't work?

 

[MelissathePooh]

OK, the "friend" of the OP is a scammer, but your situation totally sucks. I am a pretty easy going guy, but I think I would be pitching a fit on this until I was either in jail or in a couple of rooms on the concierge level at the BC or YC.

You know, before they moved the dvc chrek in over to the villa lobby, I was always less than impressed by BC front desk. I remember uttering my discontent, but I'm pretty laid back to begin with so - oh well. Besides there wasn't anything they could do in terms of giving our points back or similar.

Now I have to say that right now we are 3 rooms away from the END of the hall - dumpster view at VWL. Not a horrible view and very quiet, the villas are full (at least 2 bedrooms) - so again somebody has to get the room at the end of the hall. We just say thanks we are able to walk and next year - we will let somebody else bevthat "somebody"

 

[penel3]

We had a Grand Gathering Nov 07 with my MIL/FIL and SIL and her DH and 2 kids. We stayed concierge at AKL, and convinced our family to do same. To stay concierge for all of them was a huge deal. For the first time in our Disney history we had problem after problem after problem from the moment of check in to the day of check out. We don't complain, but the issues just mounted and mounted and I had to straighten things out. Some of the problems ended up being "murphy's law" and not Disney's fault....but that last day at 7am while heading to the Savannah Safari I had a major meltdown about the final straw and just burst into tears....AT DISNEY! Well in the end, we were comped for all room charges ($400) and then give a return stay for two nights of our choice, no expiration. We are so greatful to Romita at AKL and she made us tremendously happy, and still managed to put some magic into our stay. I must admit the whole bit did disappoint me enough that we haven't been back yet (after going at least once a year for seven years in a row) Well I am ready to go back and know that our stay will be completely magical as always. We go this February for ten days, with our AKL concierge stay as the finale. Disney makes up for mistakes that are really their fault, I LOVE DISNEY!!!!!!!!!!!!!!!!!!!!!!!

 

[3boymthr]

I think the larger the corporation the larger the employee indifference on a local level to what is happening to the customers because they've been hassled too many times by too many customers trying to get a free ride from companies that they think can afford to hand out money to anyone with a complaint. I know a number of people who have helped perpetuate this attitude and the one time someone doesn't just wants an I'm sorry, and let me fix that for you, I don't think corporations always teach their employees how to react. Not a hotel story, but...

Several years ago I went to Wal-Mart. There had been a brief but torrential downpour about an hour or two before I got to the store. I enter the store and walk in front of the carts right next to the registers, carrying my infant son. There were huge puddles on the floor in front of the shopping carts, from where the carts that had been abandoned in the lot during the storm had dripped. I slip and fall on the soaking wet floor (No wet Floor sign so I wasn't expecting a puddle the size of a lake), I got a slight bump on my hip, my son is screaming but unharmed as I had a tight grip on him and twisted sideways when I fell and NOT ONE of the 10 or more Wal-Mart employees standing within 15 feet of me comes over to see what happened or to help but at least 20 customers come RUNNING over, some from 50 ft away. After recovering from my shock at falling, I went to the front desk to say - I just fell and you need to clean up this problem and put out a wet floor sign before someone else slips and really gets hurt. The response from the employees "Oh, let me get you the claim form." I said, "I'm not hurt though I could have been, you really need to mark the floor as wet and clean up that puddle." "Let me get you the claim form". This went on with several more are you sure you don't want the claim form (What am I going to claim pain and suffering from rude employees? ) Then I get a "Well, there was a wet floor sign you should have been more careful." "Umm, no there wasn't, one of the other customers, you know, the nice people who actually came over to see if I was okay, even commented on it." I did not get one comment that even implied I'm sorry you fell, not one are you okay or is your son okay (he's still crying but calming down...) from a single employee at the store. I left...

When I got home I called the Corporate offices to complain - not about the floors but about how rude the employees were. Their response "Well, unfortunately these types of incidents do happen alot and we'll report this incident to the district manager." I did eventually get an I'm sorry they were rude letter signed by the district manager but really! My overall response I basically don't shop there anymore unless I have no choice.

 

[tsal]

Businesses are starting to track this kind of behavior. I'm sure your friend thinks she's being very clever, but hotels deal with this kind of customer all the time and believe me, they know exactly what she's doing. I have heard of hotel chains banning customers for life because they pulled something like this once too often.

I do seem to remember reading somewhere that Disney tracks 'problem' customers as well.

Ha ha, funny you should say that. When I worked in the AC casino industry, we had a comment section in every department, hotel, casino etc., believe me if you were a problematic customer everyone with access to the system knew it.

 

[Happy99]

There definitely are people that will complain just to get a free ride with anything. I have witnessed a couple of complaints at Disney front desk by irate people that to be honest when listening in, I was next to them, you could tell they were just out to get something

I had a family at GF checking in, DH, DW and 2 little girls. The wife was cursing and yelling at the front desk staff about how she didn't get the room she wanted. From what I could understand they had two connecting rooms but they both had queen beds in them instead of one being a king bed and one having two queens. This was over easter week last year and the manager kept telling them they only had two sets of connecting rooms, the one they had and the other one they viewed. They just weren't good enough. You couldn't believe how they carried on. I also overheard the wife later tell the husband that she tried to complain as much as she could so that they would put them in the main building as that is where they always stay but it wasn't available when they booked two weeks prior to their stay. I couldn't believe she was cursing, loudly too, as much as she did in front of her two small girls and everyone else around her. I was talking to the cm checking us in about it and they said the same people caused the same ruckus the previous year and the hotel notes people like that and when their name comes up in their system it comes up with a flag that they are difficult and like to cause problems


In another incident one family was at the Contemporary complaining on how they couldn't fit their family of 6 in one room - two children were 1yr old twins. They booked one room and it looks like they were complaining in order to get an upgrade to a suite. They were yelling at the front desk staff saying that their twins didn't sleep in cribs or pack and plays they slept in real beds at home. That the room wasn't big enough for them and they needed a bigger room. The manager came out and said they could give them a second room at the discounted price they paid for the first room but they said that wasn't good enough.

Thankfully in over 20 times staying at various WDW hotels these were the only two incidents I witnessed but they were doozies. After witnessing these events I really feel sorry for the staff and what they must go through and I am sure some want to tell people to shove off but they can't.

DH is the hiring person for his company and the stories he tells me of what people want and then what they actually do and act once they are hired are amazing. People want to get paid to work but really have no work ethic any longer. I tell him we are in the "entitlement" era. People think they are entitled to everything but don't want to actually put in the effort and work for it.