Has anyone emailed guest relations lately?

[jwfla422]

Just wondering if anyone has emailed guest relations lately about any complaints they may have had during their visit (Bad dinner, etc) or even giving them feedback about a meal or ride?

I sent an email today giving them some suggestions on something else to offer at a meal and I got an email back from a paralegal telling me the following:

"As you aware of our company's policy, which does not allow the acceptance for review of any ideas, suggestions, or creative material not solicited by us. The intention of this policy is to avoid any confusion or misunderstanding when projects are created internally which might be similar to submissions made to us from outside the company. Accordingly, since your transmission was submitted electronically, we have deleted your transmission without retaining any copies."

I certainly didn't expect them to jump at adding this suggestion to a meal but geez...it was like my opinion doesn't mean you know what - none of our opinions or feedback mean anything, since when???

She also mentioned that there were many requests asking for the same thing I was but then added all this legal jargon...

In the past when I have emailed guest relations I always received an email saying they got my email and then someone would call and they would.

I mean what kind of policy is that for a "people business" ...without feedback from your customers how can you improve things, etc? That response just really annoyed me. It was so "undisney-like".

 

[motaei]

I've never emailed Disney, but have read threads on this before.

My guess is that it takes one person who is "sue happy" to rock the boat. Example: John Doe emails Disney to say, "Try adding peas to the pasta at Restaurant X". Then Mr. Doe finds that Disney did add peas to the pasta at Restaurant X & he now wants to be compensated for his "idea". (He has email as proof of the idea) So he goes & gets a lawyer & then sues Disney for the compensation.

No offense to any lawyers out there.

 

[Grog]

Their reply was a bit "sterile", but I can see where they're coming from. Motaei's example was a good one.

 

[jwfla422]

I kinda understand, but that certainly isn't good customer relations for such a "customer" oriented place. I was just real surprised to get a response like that.

I get what you're saying of course, but as I said in my original post if you don't listen to your customers how can you improve things?

I tried to be nice in my email by not complaining but by making a suggestion to alleviate a possible complaint..I guess I'll just have to complain next time instead.

 

[winniedapooh]

I have also emailed in the past and have gotten the someone will contact you blah blah blah email back. I email 2 weeks ago regarding our horrible room at the CR- can you say mold and mildew covering the handicapped shower seat- and never got an email or phone call. I took pictures which I fully intend to send to them as mousekeeping never did anything about this even after several calls! GROSS.....

 

[jwfla422]

winniedapooh,
Sorry to hear about your experience at CR, you certainly wouldn't expect that from a deluxe resort. Did you contact the front desk or the supervisor and then they told you to contact mousekeeping, that's quite an "undisney" way of handling things (by passing the buck).

If I were you I would send a written letter to the CR general manager with copies of the photos. It doesn't have to be long but just explain that you wouldn't have expected that (blah blah blah) from a deluxe resort (or any WDW resort for that matter). I bet you get a response!

And, just for the record. I went ahead and emailed my same exact email again and this time got that automatic response about they'll be calling which was rather interesting since the first response was sent by a paralegal...very inconsistent I have to say!