Does Disney keep a list of 'constant complainers'

[recmouse]

This isn't a joke question and I'm sorry if it's been asked before. I know someone that every time she goes to Disney she complains... about EVERYTHING! She gets free fastpasses, the room changed AND upgraded and on and on.

I had heard that Disney keeps a record of people that do that. Does anyone know if that 's true? And if that's the case, why would they keep appeasing the same people?

Thanks.

 

[Robo]

This isn't a joke question and I'm sorry if it's been asked before. I know someone that every time she goes to Disney she complains... about EVERYTHING! She gets free fastpasses, the room changed AND upgraded and on and on.

1. I had heard that Disney keeps a record of people that do that. Does anyone know if that 's true?

And if that's the case,

2. why would they keep appeasing the same people?

Thanks.

1. Not specifically to "complainers." They keep a record of all major incidences in guests' files.

2. That's not within my area of knowledge.

 

[GaSleepingBeautyFan]

I gave guest feedback in person regarding the broken elevators in the Garden Wing of the Contemporary this weekend as well as feedback regarding the door to my room which wasn't latched properly after housekeeping straightened the room this past Saturday.

My husband said I am probably flagged as a complainer now. I don't care - that no working guest elevators should never, ever have happened in any resort let alone a deluxe one.
People were directed to the service elevators if they had to use one.

 

[recmouse]

I'm not saying that people don't have valid complaints. What I'm saying is that there are some people that know Disney will 'take care of' their complaints, whether valid or not, just to get free 'stuff.'

 

[Syndrome]

Did you ever hear about the squeaky wheel ???
Yep, some people LOVE grease !

 

[Micca]

If I had a business I'd sure keep track of people who are chronic complainers.

 

[recmouse]

Yes... but I also remember Jiminy Cricket... always let your conscience be your guide!

 

[plutolovr]

They do keep a record of your complaints, comps, etc. Some are also flagged to not be comped no matter what.

 

[TheRustyScupper]

. . . I had heard that Disney keeps a record of people that do that . . .

1) Yes.
2) There is a program commonly referred to as "The Mooch File".
3) This is parks wide; in other words every park and resort can make entries.
4) The program is accessible by most managers, and selected hourly staff.
5) She must get lucky, and the CM or manager didn't try to look her up.
6) Been there. Used it.

 

[recmouse]

1) Yes.
2) There is a program commonly referred to as "The Mooch File".
3) This is parks wide; in other words every park and resort can make entries.
4) The program is accessible by most managers, and selected hourly staff.
5) She must get lucky, and the CM or manager didn't try to look her up.
6) Been there. Used it.

Thank you! I knew there had to be something! And that's the perfect name for that file.

 

[surferdave]

1) Yes.
2) There is a program commonly referred to as "The Mooch File".
3) This is parks wide; in other words every park and resort can make entries.
4) The program is accessible by most managers, and selected hourly staff.
5) She must get lucky, and the CM or manager didn't try to look her up.
6) Been there. Used it.

I'm pretty cool with Disney having this but it makes me a little more annoyed that when I have a real problem and I'm being bounced around from this CM to that CM to get it resolved I have to start completely over with each one. There seems to be no corporate memory of what's been done already.

 

[5Hfan]

given all the complaints they have to be getting over the changes in the past year+, perhaps these lengthy files are what constantly crashes the computer systems???

 

[LaurenT]

I've always considered that I might retire to Orlando one day and work for Disney...
Hopefully the times I've complained about things won't blacklist me.
I'm not a chronic complainer, but if there's something not right I will politely let them know.

 

[NinaBella]

I gave guest feedback in person regarding the broken elevators in the Garden Wing of the Contemporary this weekend as well as feedback regarding the door to my room which wasn't latched properly after housekeeping straightened the room this past Saturday.

My husband said I am probably flagged as a complainer now. I don't care - that no working guest elevators should never, ever have happened in any resort let alone a deluxe one.
People were directed to the service elevators if they had to use one.

I agree. If you are playing deluxe prices, there should never be any maintenance issues to make any part of the guest's stay inconvenient. Especially elevators. Why did not they install a maintenance free elevator is beyond my comprehension.

 

[Lisa loves Pooh]

I agree. If you are playing deluxe prices, there should never be any maintenance issues to make any part of the guest's stay inconvenient. Especially elevators. Why did not they install a maintenance free elevator is beyond my comprehension.

THat said, it doesn't absolve them from being ADA compliant and having an alternate functioning elevator or an expedient repair is very important.

 

[Drusilla]

I gave guest feedback in person regarding the broken elevators in the Garden Wing of the Contemporary this weekend as well as feedback regarding the door to my room which wasn't latched properly after housekeeping straightened the room this past Saturday.

I would be livid if my room door wasn't closed all the way by housekeeping!!!!

The elevator... well I'd rather them close it off and fix it before I got on it and got stuck in it. So I'd let that slide...

But the door being left open for anyone to walk in and take any thing or touch my stuff --- not acceptable!!!!

 

[diskids2]

What bothers me about this is that when I complain I am complaining to get my issue fixed not "free" stuff. I could care less if I am in their file. Maybe I wouldn't be in their file if they did their job correctly.

 

[ArwenMarie]

I too have a list...A list of all of the Disney hotels I have stayed at where we have had housekeeping/upkeep issues. I've complained sometimes when I thought there was something that could be fixed. Never asked for nor received any compensation.

If that puts me a on list, so be it. It may have been just a string of bad luck, but now we stay offsite because I had enough. So they can move me to the "Not our problem anymore" list.

 

[StitchesGr8Fan]

I've always considered that I might retire to Orlando one day and work for Disney... Hopefully the times I've complained about things won't blacklist me. I'm not a chronic complainer, but if there's something not right I will politely let them know.

There is a guy who is somewhat famous in the Disney community who was declined a job because of his entries in the mysterious file. They actually told him that something he wrote to them kept him from getting the job. He then proceeded to Tweet about his experience, which is how I read about it.

But I would think valid complaints respectfully expressed wouldn't cause a problem for future employment.

 

[DisneyNutMary]

I would be livid if my room door wasn't closed all the way by housekeeping!!!! The elevator... well I'd rather them close it off and fix it before I got on it and got stuck in it. So I'd let that slide... But the door being left open for anyone to walk in and take any thing or touch my stuff --- not acceptable!!!!

I agree here.
The issue with the room door is a broken process that is not known to be broken. In that the housekeeper is not making sure the door is fully latched when leaving, and chances are good she/he is not aware, nor are her bosses. The complaint was useful in making them aware that the process should be changed.
What bothers me about the elevator complaint is that it appears that the staff recognized the problem, came up with a temporary acceptable solution and was waiting on the permanent solution- which may have already been in the process of happening, i.e. repair. A complaint in this situation is not an informing of a broken process, and will likely not get the problem fixed any faster.
I don't mind the idea of a mooch file, I only complain when there is something major, that I believe may not be a known issue. Outside of that I don't let minor annoyances ruin my day, or waste my time waiting on line to complain.