Got the call today from Guest services excutive office.

[Wenlitz]

Received call from Michelle from guest services executive offices today regarding our room at WL.
Needless to say, nothing was offered just a number to call before our trip so that everything goes smoothly.
I am very disapointed. I did not expect a free trip or anything like that. I just felt like they were putting me off. So that was the response I received. I applaud those of you who had better results.

 

[vbfamily]

What was wrong with your room at WL and when did you go?

 

[Wenlitz]

We went in Aug. when we checked in we had to wait until after 3 which was fine. We came back at 3 and went to our room. The floor looked like it hadnt been vac in a long time and comforter was really dirty and stained on one of the beds. The sliding glass door was broke and did not close. The toliet had something wrong with it and it ran. The balcony had cob webs all over it. The room also smelled funny. Our room was overlooking the service area which I had asked not to be.
When returned to the front desk we got the same cranky lady that checked us in and she said that was the only room with bunkbeds that they had. My son is 6'3 and my husband is 6'7 so them sleeping together is not an option. We requested a room like this so my kids would each have a bed and a bed for my husband and I.
Our sheets were not changed in 9 nites. I know. I marked the corner with ballpoint pen. We do shower every nite before bed but 9 nites with no clean sheets. I dont think the floor was ever swept up during our stay.
We tipped $5.00 everyday for maid service too.

 

[vbfamily]

Did you say anything to anyone when you were there? And if you did, why did they not take care of the problems?

They gave a pphone number to call to another poster on this board and she experiecnced the same problems when she went back the second time.

A broken sliding door is unacceptable-it is a safety hazard, especially if you have small children.

Did you continue to tip the maid the entire 9 days? I hope not.

Any business, including Disney shouldn't want people feeling bad about problems during their stay. The example that I think of is when we had a BIG problem with a pizza we ordered here at home-they wanted to give us a coupon for our NEXT visit-well the problem we had should have been taken care of at THAT visit-most likely when people have problems, they aren't going to come back. Any good company should know this.

It's all up to you, if you feel uncomfortable still, call or wrtie back-you will probably feel better and they may do a little more this phone call.

Let us know if you happen to call back. If you don't, I hope you have a more enjoyable stay next time.

 

[gepetto]

Did you call housekeeping after a few days and insist on clean sheets and express your dissatisfaction with the cleanliness of the room?

 

[Wenlitz]

I tipped housekeeping $5.00 everyday. I left them a note with the money requesting extra towel and clean sheets. They took the money, left the towels and put a flyer across my note about saving water etc.
The door did get fixed while we were there, So did the toliet. I went to walmart bought cleaning stuff and a room plug in. We did request a clean bedspread and 2 hours later they showed up with one in a little better shape. I was disapointed with there attitude. I dont like to be bothersome, I quess I should of thrown a fit and asked for a manager. That is what Michelle told me. Oh well live and learn. My husband refuses to ever stay at wl again.

 

[vbfamily]

Even with the water conservation measures, they are suppose to give you new sheets before 9 days-I think it's every 4 or 5.

 

[gonga]

Do not like to be bothersom????That is their job, you are not asking for anything out of the ordinary! As a frequent traveller, i realize nothing can be 100% all of the time. If the problems are not resolved, or some kind of compensaation made, when I get home I start making phone calls(thank God for 800#'s) and I ALWAYS use a travel agent(there is no charge to you, and you always have back up). I write letters, I make phone calls and I get results. Last year we went on vacation to a well known 5 star resort (not Disney) We had the worst room in the hotel. We called the consierge to no avail. The room was a lot like yours - dirty, broken faucet, AC leak forming huge puddle in rugtopped off with the worst mold smell you can imagine. We could not wait to get out of there, it was the longest 4 days ever. I got home, I complained, got names, wrote a letter with all my receipts and verification of my room with check out receipts attached and sent them to the top person. Not only did I get a full refund for the room ($1950.00), we got a free vacation with upgraded VIP status. I do this whenever I am not satisfied with the level of service that we paid for, but it has to be pretty bad - like your situation. Please do not ever feel bothersom, you work hard for your money. Vacations are few and far between. Speak up clear and state your complaint in a nice tone. The best advice I have ever gotten from my TA was not to call down to the desk - GO down to the desk and ask to speak to the manager immediately. We did this after checking into the Portofino. We were given another discusting room. We went down to the front desk and my husband calmly asked for the manager. We stated our case and said If you cannot accommodate us please call us a car so we can leave. We were given the master suite with an attached living room which had the works! Please do not ever let it get to the point that you have to buy a plug in. Speak up, be heard and get what you pay for! There is no reason for you and your family to take that nonsense. This is proof that speaking up definately does work. Remember someone will only get away with what you let them. And never, ever tip for below par service. Housekeeping did not care about you, why should you tip???

 

[Wenlitz]

Thanks for the tips. I just booked our room and let me tell you I will not stand for anything being out of place with our room ever again. I will be talking to a manager if it ever happens again and there will be no tipping until after the cleaning is done!!! I didnt expect a refund but maybe a free nite, dinner or something. Oh well lesson learned!!

 

[gonga]

Glad I could help, also please remember to take the manager's name. If the manager does not satisfy you , you can state in your letter/phone call "after speaking to the manager Joe Smith on 2/3 at 4:00....." always get specifics. If the manager does something wonderful, you can also include that in a letter as well! And go straight to the top, never take no for an answer, never be nasty but be firm and stand your ground. I was in public relations for many years and managers are impowered to make customers happy but you have to be heard

 

[DisneyFreaks]

I totally understand how you are feeling Wenlitz and sympathize with you completely. Our stay at WL was less than magic too. Housekeeping was great for us {our housekeeping nightmare was at CSR} we just had alot of other little problems that added up to a vacation straight from you know where. LoL Nine days without clean sheets is totally unacceptable. I even change my sheets at home every five days. They should have been more accommodating to your needs. I'm glad you are going to be more assertive on your next trip. My DH has to be the "mouth" in our family. I get so angry I end up in tears.

 

[safetymom]

Gonga and others, I hope you also take the time to write letters when you encounter people going above and beyond. Many times all most people do is complain. I complain also when things go wrong but also take the time when someone does something special. I like to show that I appreciate the effort.

I have worked with the public for many years and to know that my efforts are appreciated goes a long way to making me want to do it even better. If all I heard was complaints I think I would turn a deaf ear.

Just my two cents worth.

 

[DisneyFreaks]

You are most certainly right safetymom. When we stayed at CBR we had the best housekeeper ever. Her name was Alice and she was the sweetest lady. When we checked out we left her a very large tip and left a note at the front desk for the manager telling him/her how wonderful she made our stay by always seeing to it that our room was extra specially clean and perfect. And each morning if we passed her on our way out she always had a warm smile and a kind word. CBR has been my favorite resort so far and I think that Alice had alot to do with that.

 

[melliesmom]

Iam so sorry that you didn't get any satisfaction from guest services. Your problems were unacceptable as far as I'm concerned. Nobody should sleep in the same sheets for 9 days! What were they thinking?? I also received my call from guest services regarding problems we had at the Poly in December. The representative was very understanding and sympathetic towards our problems and after speaking with her for quite some time, she again said she was very sorry and offered us 10% back on our reservations. She said the check would be going in the mail. (we'll see). So maybe it depends on WHO calls you. I guess I got lucky even though I didn't expect anything. I would definately email back to them again. Good Luck!

 

[Wenlitz]

I confess after sleeping on it and discussing it with my husband I wrote another letter letting them know what I thought about my conversations with Michelle from Guest Services.
Now before everyone thinks that I am just a complainer, Im not.
We love going to disney world and have had some very nice people wait on us etc. I do compliment and tip.
I just am gripped about there customer service. So my last letter and post on that subject I promise!!!!

 

[bratray]

i would be interested in hearing what happens now after you sent another letter- i don't think you are a complainer- just someone who wants to be heard and preferably by a sympathetic ear-

i definetly feel you should be compensated in some way- you paid good money to stay at the wl- so things should have been correct and if there were problems they ALL should have been corrected during your stay- since they weren't why shouldn't you be entitled to something "nice" for your next visit- i know a lot of people don't agree with this but WDW is a business just like any other and should compensate their guest when things have gone "sour"

i feel very strongly about receiving good service- we work hard and save for our vacations- i plan and plan....<lol> and really look forward to getting good ole basic customer service

i wish you the best of luck- and as the other poster stated- stand firm- this was your vacation, your money and your disney "magic"

lisa

 

[2vets]

wenlitz-

Kudos for following your instincts - but too bad that you weren't able to get them resolved while you were AT WDW. In several guidebooks (Unofficial Guide being one), they say that it is often tough to get any sort of compensation/solution after the fact at Disney, and that seems as if it is the case with you.

Last year, DH and I booked a quick weekend trip at BC for the Food and Wine festival - we booked under a code and got a rate of $229 (I believe) for a waterview room - I asked CRO to put under myreservation that if a standardview room under the same rate code became available, to please switch us over, as that would have been $189 a night.

We arrived at midnight, and we were given a room right above the lobby overlooking the front driveway of the hotel - it was a small room wioth a single king bed ( we had requested 2 queen beds, as we were possibly having a 3rd adult show up) and a made-up crib in the center of the room...and I had signed a charge slip at checkin for the waterview code rate. In other words, it became apparent that OUR room was given away and they were just trying to put us in the only room left.

I went downstairs, smiled sweetly at the front desk clerk, and told him the room was - and I used this word - "UNACCEPTABLE." He didn't understand the code system at all, and he just figured he'd put us in a standardview, as our reservation said something about it. I explained the codes to him, and repeated that unless he was planning to drop our rate to the standardview code rate, there was no way we'd be staying in that room. He said that there was nothing left at the BC - so I smiled again and told him we'd happily go to any other Epcot- or monorail-served deluxe. He went into the back to discuss this with his manager...and magically came out with a 1-bedroom BCV for us.

If I had stayed in the first room all weekend, I would probably feel the way you did (and still do!!) - I had never coimplained at WDW before, and I was scared and felt "difficult." But you know what? I am a frequent visitor, and I give them a lot of business....and I am pretty nice and low-maintainence!! I will NEVER hesitate to complain if I am given a room I am unhappy with again. It sounds like you are a good customer, good tipper, etc - YOU deserve good treatment and should not hesitate to pursue it!!!!!