Does Disney keep a list of 'constant complainers'

[larryz]

You know how the saying goes... "You get more with honey than you do with vinegar." Sometimes it's all in the approach of your 'complaint.'

Except that usually refers to flies... someone receiving more flies would likely complain about them to Guest Services...

 

[itzmecharlie]

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.

Being directed to the service elevators in a delux hotel kind of sounds like a ride Disney has.

 

[itzmecharlie]

I doubt valid complaints would put some one on the list. Just the people looking for something for nothing.

 

[AdamEfimoff]

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

but also if there is quantified amount of a certain complaint like room service is late.

 

[Lothlórien]

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.

Yes, they absolutely do keep a list. Furthermore, they do not note when you compliment or give positive feedback so there is no balance. When you complain they are noted in your file and when you compliment it is noted in the CMs file. I am not making it up. Let's just say I have inside information on a level most do not.

 

[Lothlórien]

I doubt valid complaints would put some one on the list. Just the people looking for something for nothing.

All complaints, regardless of size.

 

[itzmecharlie]

All complaints, regardless of size.

Fair enough. I was just going off of the example of the elevator being broken. Or say your phone in your room is broke complaining so a replacement is brought doesn't seem big enough to be documented. I do believe you. I work in a completely different part of the country in a guest service industry,and after reading your post I wish we could implement a similar list.

 

[itzmecharlie]

but also if there is quantified amount of a certain complaint like room service is late.

Not my business, kind of low man on the totem pole. But yes in any service industry a simple database of chronic complainers would be useful.

 

[SMD]

I realize this is an old thread, but...
From my experience working in customer service departments of various sizes...

Disney's CRM system likely has a lot of information on people who have contacted them. And depending on how much access to internal tools CSRs have they could likely link customers who contact them using different email addresses or phone numbers. But you're always going to have some CSRs who recognize the repeat customers and or will take the extra time to read past complaints and some who are just trying to make their quota and will give away FPs because it's "good service" and less work than reading past emails.

It can be frustrating when you do the research, realize that the customer has received "one time" offers more than once and stick to policy and tell them no, only to see that they tried again and got a canned response from a lazy CSR who didn't read the note you left on the account. But like any customer service position Disney likely has high turnover and a persistent customer is going to easily take advantage of that.

 

[Anniefrances]

So now I'm curious - In Dec we stayed at ASMu in a preferred room. I was surprised by the location - I didn't realize that Jazz was considered preferred (it's not listed on AllEars or other unofficial but reputable WDW sites). Anyway, I inquired at the front desk about whether a mistake had been made in our room assignment. The CM said no, that Jazz is considered preferred. I politely expressed my surprise, thanked her for her time, and went on my way. Is this the type of thing that gets noted as a complaint? To be clear, I wasn't looking for anything in terms of comp (and I hope the CM didn't think otherwise)- I just wanted to be sure that the rate we were charged matched the room category.

 

[recmouse]

So now I'm curious - In Dec we stayed at ASMu in a preferred room. I was surprised by the location - I didn't realize that Jazz was considered preferred (it's not listed on AllEars or other unofficial but reputable WDW sites). Anyway, I inquired at the front desk about whether a mistake had been made in our room assignment. The CM said no, that Jazz is considered preferred. I politely expressed my surprise, thanked her for her time, and went on my way. Is this the type of thing that gets noted as a complaint? To be clear, I wasn't looking for anything in terms of comp (and I hope the CM didn't think otherwise)- I just wanted to be sure that the rate we were charged matched the room category.

I wouldn't think so because it sounds like you didn't put up a fuss or badger the CM to be moved or asked to get something for free.

 

[Sweettears]

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.

Stuff happens. Things breakdown. Expecting perfection is a little over the top imo.

 

[Sweettears]

I guess what I'm really trying to say is that if there is a GENUINE room issue, i.e. something broke or not working or something else that makes it unacceptable, you HAVE to report it. I'm talking about real room issues. And let's be fair, these hotels get a ton of usage and many are pretty old, things in them are breaking all the time - just look at the disboards for proof of that.

Pretty much all of the examples people have brought up in this thread were genuine room problems, and I've read many reviews on allears as well of real room problems that just shouldn't be.

I'm not sure what you consider small/insignificant? But as I said, the good disboarders in this thread and other good vacationers have been bringing up pretty genuine room issues that one would have to call about. All the rooms cost money, they should be in tip top shape with all amenities in working condition. And Disney does OVERCHARGE on everything, like 2 to 3 times what the room should cost, so if you take that into consideration, you can't really blame patrons for wanting rooms that are in good shape.

I mean, I wound't call for like stains on the wall or the carpet, however a part of me really does want to only because that is very dissapointing and Disney has the money to fix things like that. Am I really going to call and ask for a room change over it? No. But one does expect "quality" from Disney, especially for these prices, and I kind of can't blame people for complaining over what might seem more superficial aspects of their room that maybe to some might seem small/insignificant but to others are gross and disgusting and more associated with a Motel 6. It's not always for "Comp".

I don't doubt there are bad patrons who just want comp, though.

I highly doubt that any of the people that Rusty is referring to would chime in on this thread to explain how it works for them.

 

[Canooknic]

Today's English lesson.

The phrase is 'I couldn't care less.', not 'I could care less.'

Thank you!!!!! This drives me crazy!

 

[klmall]

After a truly horrible stay at the Animal Kingdom Lodge in 2002 I wrote a detailed letter (not email) to CS. I offered suggestions for improving the problems and asked for absolutely nothing in return. CS called me almost immediately after receipt, mailed us PH tickets and gave me a phone number to call before our next visit to WDW. I was pleasantly surprised at their reaction and impressed with their willingness to listen to my concerns. It made me feel my complaints were valid.

And even though it was three years before I convinced DH to give Disney another chance I called that number and they gave us assistance with our trip plans. My "complaint" was definitely in a file somewhere and was easily located by the CM I spoke with. Another CM also called during our stay to ask if we had any problems or concerns.

But for a number of reasons I don't feel that Disney management would be as responsive to a similar situation today. Whether it's due to more complaints from people wanting freebies or whatever, I just don't think Disney responds the same way now.

 

[recmouse]

After a truly horrible stay at the Animal Kingdom Lodge in 2002 I wrote a detailed letter (not email) to CS. I offered suggestions for improving the problems and asked for absolutely nothing in return. CS called me almost immediately after receipt, mailed us PH tickets and gave me a phone number to call before our next visit to WDW. I was pleasantly surprised at their reaction and impressed with their willingness to listen to my concerns. It made me feel my complaints were valid.

And even though it was three years before I convinced DH to give Disney another chance I called that number and they gave us assistance with our trip plans. My "complaint" was definitely in a file somewhere and was easily located by the CM I spoke with. Another CM also called during our stay to ask if we had any problems or concerns.

But for a number of reasons I don't feel that Disney management would be as responsive to a similar situation today. Whether it's due to more complaints from people wanting freebies or whatever, I just don't think Disney responds the same way now.

I think for the most part they can see what complaints are justified and what complaints may have some justification but are those people looking for freebies. It's not like there's a file on you with a bunch of complaint letters in it. They obviously saw that not only were you unhappy but you were offering suggestions for improvements... not just a tirade! That's part of Disney's popular customer service.

I recently wrote an email about a change in an event I'll be attending in March. It wasn't an angry email, just asking questions and justification. I received a call 2 days later explaining the change and had a nice talk with the representative explaining my feelings. Although I wasn't thrilled with the answer, I did appreciate the quick response. Needless to say, I apparently wasn't the only one complaining about the change because that same representative called me back again 2 days later to let me know Disney reinstated what they had changed in the event!!! That was awesome!