Does Disney keep a list of 'constant complainers'

[minnie mum]

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.

I have no problem being in some corporate file. I only complain about something that really impacts my visit and that is their fault. All I want is for the situation to be corrected. I don't go into it looking for freebies, comps and extras to shut me up. I think it is these people that corporate (whether it is Disney or anyone else) wants to red flag. I think we have all seen instances of these. They make for entertaining reading when they show up on these forums.

 

[LaurenT]

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.

Yeah - I wrote them about the issue with them changing the EMH within the 60 day window - after guests (including me) had made their FPs based on the schedule. It was polite and they called to discuss it and I was polite on the call... wasn't looking for any freebies, just think it's important for them to commit themselves to the same 60 day schedule that they're asking us to. The woman was very nice and apologetic and said that Disney wants this kind of feedback so that they know what the issues are... hopefully that's true.
The only time I ranted was over 15 years ago when I was given a parking lot view after being told by my TA (only time i ever used one) that guests couldn't request a view. The man in front of me on line was talking about his water view, so when I got to my room and it was a parking lot, I went back to the front desk and was in tears.... but it was the day after my wedding, i was suffering from lack of sleep and intense emotion. Anyway, the manager was very sweet and moved us to a beautiful corner room with water and hammocks right outside....
I have written to commend CMs in the past as well...

 

[recmouse]

I have no problem being in some corporate file. I only complain about something that really impacts my visit and that is their fault. All I want is for the situation to be corrected. I don't go into it looking for freebies, comps and extras to shut me up. I think it is these people that corporate (whether it is Disney or anyone else) wants to red flag. I think we have all seen instances of these. They make for entertaining reading when they show up on these forums.

Exactly... there are people, like the one I started this thread with, that are constant complainers and ARE looking for freebies! Many complaints are justified and Disney needs to be aware of them. How can something get 'fixed' if no one lets them know? As another poster stated - it can be done respectfully.

I let Disney know my disappointment in the new fastpass system but I also let them know how many positives I had on my trip as well. And there have been adjustments to fastpass since I went so obviously they heard the many complaints.

 

[dixiegirl]

Exactly... there are people, like the one I started this thread with, that are constant complainers and ARE looking for freebies! Many complaints are justified and Disney needs to be aware of them. How can something get 'fixed' if no one lets them know? As another poster stated - it can be done respectfully.

I let Disney know my disappointment in the new fastpass system but I also let them know how many positives I had on my trip as well. And there have been adjustments to fastpass since I went so obviously they heard the many complaints.

You've got it exactly right. Believe me they aren't looking to flag anyone that has a complaint - it's the ones looking for a free ride that are the issue. I can tell you almost every company I've ever worked for (both corporate and retail companies) have a file like this to track the repeat offenders. It's a shame we even need to have one to begin with!

 

[Lynne M]

This is nothing unusual in the travel industry. I'm pretty sure that every major hotel chain keeps track of comps. Many other service-related businesses do as well.

It's not done to punish customers who complain. It's done to identify customers who complain everywhere they go in order to get comps - the professional complainers. You would be surprised at the number of people who do this routinely - dozens, even hundreds of times across a hotel chain. It's an obsession, a scam, call it what you will. People damage rooms and fixtures on purpose and then complain so they'll get a free stay, a free dinner, an upgrade, you name it.

Businesses have to record all comps, because you don't know this is Mr Smith's 10th time this year getting comped for a 'broken lock' unless you recorded the previous nine times.

 

[Nigel Channing]

I hope I'm not on this list, we ran into a lot of issues on our trip last year.

1. It took over an hour to check in at CSR. Not because of lines but because of a technical issue on Disney's end. They gave us two anytime fastpasses because of this.
2. We didn't look at our room keys after we were finally checked in but they listed my wife as an infant. So the next day when we got to MK, she had to wait 30 minutes at guest services to get her KTTW fixed.
3. There was a used band aid under the sink in the bathroom of our room.
4. O'hana double charged our dining credits. The front desk at CSR was able to fix this but more time standing around waiting.

I did send an email to Disney regarding all of this when we were there and they did set us up with VIP viewing for IllumiNations. I felt those were all legitimate gripes though and wasn't necessarily looking for a handout when I contacted them.

 

[MakiraMarlena]

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

the person who posted about the broken elevators did indicate they were directed to use the freight elevator, but I got the distinct impression that they were offended by that.

 

[jtowntoflorida]

Comps, especially those given for guest recovery reasons, can be deducted as business expenses, so they have to be documented in order to be deductible. Maybe the local managers treat it as a "mooch file" but there is a legitimate business reason to keep the records themselves.

 

[disneydentist]

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.

Let me know the name of the company that makes maintenance-free elevators. I'd like to buy some their stock.

 

[disneydentist]

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.

Your husband's right. You are a complainer.

The door gripe is legitimate. Housekeeping needs to be conscious of things like that.

The elevator complaint isn't. Maintenance needs to be done at some point on pretty much everything in the world. Only option would be to shut down the whole wing for it and then people would complain that it was closed.

 

[GotLabradors]

I think constructive criticism with suggestions for solutions is something companies will take seriously when delivered in an appropriate and rational manner. Anyone being obnoxious about a slight issue hoping they will get comped something just to shut them up deserves to be in a "mooch" file. I always feel bad for CMs when I see guests losing it at them. It's really hard to keep your composure when someone is blaming you personally for something over which you probably have no control.

When I worked in banking my standard line for people like that was "I don't have the authority to make that decision, but if you go sit over there, I will find you the person who does." It usually took the wind out of their sails.

 

[ellie05]

We keep a list like that at the resort I worked at. Some people were ban of making reservations at all. I wonder if we are on the list. I had 2 problems during our 9 trips.
1. WL the room we were put was very dusty, it has co webs and the phone was filty. I called the front desk and ask if they can change our room. They said sure come down get new keys. They send the mousekeeping manager so we can show her what was wrong. She saw it right away and apologize. As we were leaving to go to the front desk I heard the manager in the housekeeping closet having a talk with the inspector that put in the system the room was ready.

2. Our last trip in feb was just terrible. Housekeeping issues every day. Everything from a dirty fridge, crumbs on the carpet and wholes in the towels. Every single day there was something wrong. The manager never bother to come check it out. The front desk manager didn't seem to care either. When I got back home I wrote disney and I did get a call back from customer service. She was great listen to all the problems and apologize. Really that is all we wanted, to feel that someone is listening so they can fix the problems.

 

[Figmentmommy]

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.

At some point mechanical systems will break down and maintenance will need to be done. While it may be inconvenient I think the available use of a freight elevator is an acceptable alternative. I wouldn't necessarily be put off by this and make a huge deal about it. What I am put off by is the assumption that deluxe resort guests are somehow more inconvenienced by something like this just because they pay more. If a broken down elevator is inconvenient for one it is inconvenient for all - regardless of how much his or her resort costs.

 

[minnie mum]

At some point mechanical systems will break down and maintenance will need to be done. While it may be inconvenient I think the available use of a freight elevator is an acceptable alternative. I wouldn't necessarily be put off by this and make a huge deal about it. What I am put off by is the assumption that deluxe resort guests are somehow more inconvenienced by something like this just because they pay more. If a broken down elevator is inconvenient for one it is inconvenient for all - regardless of how much his or her resort costs.

It really is true that you can't tell tone from the written word. I'm 99.9% sure that the poster you quoted was gently poking fun at the person SHE was replying to. She forgot to add the

 

[tony67]

What annoys me about this - Disney has never responded to any of my VALID complaints with anything less than an attitude.

We had a baby on club level at the CR that cried ALL night - they would not move us - they were full - you can;t tell there was not someone checking out that we could switch rooms with before the next group checked in

We had dirty wine glasses every night in the club lounge at the CR - lipstick on all of them - and i would go through them to find one that was actually cleaned and place all the others with the dirty glasses- they never addressed it during my stay even though I mentioned it several times

At the GF they packed up all my luggage a day before my check out and checked me out of my room - I barley got a sorry about that

Yes I spoke to the hotel managers - although the one at the GF avoided me and I had to track him down. I was not a happy camper.

And yes - I sent a follow up letter and got blown off. My experience is that Disney could care less - maybe that's because i've been about 30 times and they know i'll be back

I stay at lots of hotels all over the US and Europe and have had issues here and there - and they are always addressed.
Disney has never addressed issues in my experience - and that's why I only stay at moderates now

I'm sure I made the list now.

 

[ArwenMarie]

What annoys me about this - Disney has never responded to any of my VALID complaints with anything less than an attitude.

We had a baby on club level at the CR that cried ALL night - they would not move us - they were full - you can;t tell there was not someone checking out that we could switch rooms with before the next group checked in

We had dirty wine glasses every night in the club lounge at the CR - lipstick on all of them - and i would go through them to find one that was actually cleaned and place all the others with the dirty glasses- they never addressed it during my stay even though I mentioned it several times

At the GF they packed up all my luggage a day before my check out and checked me out of my room - I barley got a sorry about that

Yes I spoke to the hotel managers - although the one at the GF avoided me and I had to track him down. I was not a happy camper.

And yes - I sent a follow up letter and got blown off. My experience is that Disney could care less - maybe that's because i've been about 30 times and they know i'll be back

I stay at lots of hotels all over the US and Europe and have had issues here and there - and they are always addressed.
Disney has never addressed issues in my experience - and that's why I only stay at moderates now

I'm sure I made the list now.

Me too. They honestly don't care. Their apathy is fascinating to me. I guess they are always full enough not to care.

I figure that there are a lot of nice hotels in Orlando who might appreciate my business more.

 

[maxiesmom]

Me too. They honestly don't care. Their apathy is fascinating to me. I guess they are always full enough not to care.

I figure that there are a lot of nice hotels in Orlando who might appreciate my business more.

That is strange to me, as when I have sent off an e-mail, I have either received an e-mail in return, or had someone call. I've been called twice now, once when I had a complaint, and once when I had something good to say.

 

[MaleficentRN]

is there a "constant complementors" file? I know you'd want to make good with people that have had problems, but how about recognizing people that taken the time to tell you what an amazing job you are doing?

 

[AmyB2006]

What annoys me about this - Disney has never responded to any of my VALID complaints with anything less than an attitude.

We had a baby on club level at the CR that cried ALL night - they would not move us - they were full - you can;t tell there was not someone checking out that we could switch rooms with before the next group checked in

We had dirty wine glasses every night in the club lounge at the CR - lipstick on all of them - and i would go through them to find one that was actually cleaned and place all the others with the dirty glasses- they never addressed it during my stay even though I mentioned it several times

At the GF they packed up all my luggage a day before my check out and checked me out of my room - I barley got a sorry about that

Yes I spoke to the hotel managers - although the one at the GF avoided me and I had to track him down. I was not a happy camper.

And yes - I sent a follow up letter and got blown off. My experience is that Disney could care less - maybe that's because i've been about 30 times and they know i'll be back

I stay at lots of hotels all over the US and Europe and have had issues here and there - and they are always addressed.
Disney has never addressed issues in my experience - and that's why I only stay at moderates now

I'm sure I made the list now.

How can I get that service??

 

[Turn the Page]

I don't know if Disney keeps a file like that but I know some places do. My mom is one of those that complains over everything. I always found it incredibly annoying because her constant whining has a tendency to suck the fun out of the experience for everybody else. I think it's even more unseemly given that she works for a TA and only travels on agent rates which means she is paying sometimes obscenly lower than what everyone else is paying to stay there.

When I was in high school she would often book airfare on Spirit Airlines because they were often cheaper than the other major carriers. One of the trade offs for this is that there were often delays in take off due to thinks like having to change tires on the plane. They weren't Delta or American Airlines, they didn't have a bunch of back up planes hanging out at the airport they could simply switch out so maintenance things like that would cause a somewhat minor delay. Annoying? Sure. But if you know that going in then don't complain about it. You saved money and in exchange got a little less convenience. That's not unreasonable in my book. However, my mother complained so much and got so many free airline tickets because of her complaining that the last time she did it they sent her a voucher for like $50 off her next ticket. She was mad. I laughed so hard I nearly wet my pants.