I feel so sorry for you and your recent trip to GF. I must admit I am more than alittle nervous now about my own trip to the concierge level at Christmas time
I have stayed at the GF for my last 3 visits and perhaps I am a glutton for punishment, but each time I experienced some problems. I would say that the most serious transgression was 2 trips ago in 1997 at Halloween.
I stayed in Conch Key and none of my special needs were met when I checked in. No bed board, no refrig (for my medication), and not a non-smoking room. I am asthmatic and the smell of cigarettes and pine-sol was overwhelming. When I complained to the front desk they moved me immediately into another non-smoking room but it took 2 days for the refrig and the bedboard. I was keeping my medication on ice in my cooler.
The most horrific experience came at about 2 am. Even then the A/C was not cool and my asthma is heat induced, but even that wasn't the main horror. I was sound asleep when I heard someone trying my door (I was there alone). I guess I fell back asleep but woke up when someone, a man, tried to get into my bed next to me. I SCREAMED bloody murder and turned on the light. He was an old man and thoroughly confused. I ran from my room and tried to use the phone in the lobby to call the police or whoever - I dialed "0". It didn't work. The phone didn't work at all, and I certainly wasn't going to go back to my room.
Other people had heard me scream and came out and I said there was a strange man in my room and could someone please call the police. They too were shocked that the phone didn't work. An older woman came over and apologized to me - she said "My husband is harmless dear, he gets confused and wanders." I guess he has Alzheimer's or something. But I wanted to know how he got "access" to my room in the first place.
Although people said they called the front desk, after 45 minutes no one arrived. So a guest couple walked me to the front desk where I asked why no one had contacted me. They said they had not been informed of any problems.
I later found out that the GF had issued the same room codes to both our rooms. They said the computer decides random codes and occasionally, it happens.
I also had the bad experience of getting on a bus with a CM who was quite psycho. Some kids (8th graders) from some church group in the deep South who had never been to WDW were being kids and talking on the bus. The driver slammed on the brakes on the way to Typhoon Lagoon, stood up and said if the kids didn't quiet down immediately she had the authority to revoke their trips and send them home. This had the opposite effect on the kids - they started to cry. I was the only adult on the bus and I told the kids not to worry - she didn't have the authority. I then went up to the driver and said she might have been a little too hard on the kids. She told me to Shut my ****ing mouth and stay out of it, it was none of my business, and she had this authority to throw me off the bus. I quietly told her "no," and as I was a Disney stockholder I knew she did not not have any such authority. I then went back to my seat by the kids - a few of whom were whimpering. About 5 minutes passed and the kids were talking loudly again, without any warning the bus suddenly swerved across 2 lanes of traffic, went into the wrong entrance for the Downtown Disney area, and stopped. The driver opened the doors and said "I've had it!" and walked off. Some of the kids were tossed out of their seats and had fallen to the floor - now they REALLY were crying. I went to the radio and called for help.
Did I complain about all of this. YOU BET I DID! I tried the GM at GF, Ms. Sussan, but she was on medical leave for cancer. When I tried to go through other channels and got nowhere, I got mad. I wrote it all up and sent copies to Michael Eisner. He reimbursed me for the entire cost of my trip package. When Ms. Sussan returned, I got a free 3 day visit back to the GF.
My feeling is this, if the complaints do not get resolved to your satisfaction and they are serious enough, start at the top and work down. I was more than satisfied with the handling of the matter once I contacted Eisner.
Now, when I have returned to the GF, a few minor mistakes may be made, but they treat me like the queen I think I am or at least, that I've paid to be for my stay. Also, in these harder times, I find that I am trying to be a little more patient with people; today could be my last day on this earth, and I'd like to be remembered for something nice I said rather than being too demanding. But that's just me and my belief. Every one else has to do what they think and feel is right.
I read the McManus items and I am hoping my trip at Christmas for 2.5 weeks, will be more reflective of theirs, and not repeat or create new serious mistakes as is yours.
