Grand Floridian RPC=Really Poor Concierge

[Gillian]

MJS, I'm sorry they spoiled the surprise for you. How disappointing for both you & your DH.

Someone just posted that they got a great deal on the RPC. $470 in October. I think I'll stick with the regular rooms. I don't need to spend an extra $200 per night to have the staff change my birthday!

 

[Pumbaa_]

I think you get the gist of what I'm saying here. It's not a grant of *entitlement* - you ARE getting what you paid for -- that being a very nice room, food & beverages from 6 am - 10 pm at no cost, and the services of the RPC cm's to do what they can when they can, to make your stay better....

I think that you missed the point here. The posters that had the problem reported that during these set hours, there WAS NOT food or service.

And, quite frankly, when you stay in the concierge, you do expect more than a regular guest. That is what concierge is all about. They advertise the services available to you and from the posters here, not only did they not get the advertised services, they got so much less..oh except attitude.

If anyone from Disney os reading these posts, I would hope that they would get a clue that there is a problem there and at the VERY LEAST send out a satisfaction survey to their guests and find out what is going on. A few secret 'shoppers' could also be enlightening. The RPC is not living up to Disney standards, much less concierge standards.

 

[Mario]

I love the secret "shopper" idea! Sign me up! I would love to be a guest and get paid for it.

I agree that blaming guests for the employee's poor performance is wrong. Gee MJS, clearly you blew it. It IS your fault that the RPC CMs messed up your birthday!

 

[MJS]

We did not get a satisfaction survey from our visit. I am curious, did any RPC guests get one?

 

[Laurie528]

Just an update, I received an e-mail from Disney and someone is supposed to call me back in a few days.. I guess I won't hold my breath though...lol

 

[Sammie]

Laurie, please let us know if and when you hear from them. I have friends going soon and staying with RPC and they are very apprehensive after the problems they have read about it.

I read where the GM talked to your sister, but she has not posted the results of the conversation.

If they apologized or offered compensation it would relieve some of the tension my friends are having.

So please let use know the outcome.

 

[WeLoveDisney]

Sammie,
I'll post this on my thread, too.
Georgine the GM was very professional and offered many apologies. She said that our experiences were not what they accept from their CM's and that she would take appropriate action. (I really didnt want to get anyone in trouble, to me since our problems were so widespread it is a training or mgmt problem). She also offered me her personal phone number and said to call her before my next trip and whether I stayed at the Grand or not she would make sure I was well taken care of. I was for the most part satisfied after our conversation. (A small part of me was not satisfied because she made a lot of excuses - hotel busy, cant keep track of all employees, etc. I really just wanted an apology).

I also spoke to Georgine's boss (VP of Hotel Operations). That conversation was very positive. He was very reassuring and seemed to take the problems much more seriously than Georgine. Unlike her, he asked what he could do and how I wanted this handled from here. All I asked for was (1) an apology (2) for him to ensure me my next trip would be smoother , (3) someone would return my sister Laurie's calls to discuss her problems separately with her, and (4) that they send a letter to my parents thanking them for choosing the GF to celebrate this special time in their lives. I do think he would have dome more (i.e. credit) but I made it clear in the beginning that was not what I was looking for.