Have you written a letter regarding a resort?

[Paul Moberg]

Hi All,

From Sept 2 - 7, 2002, my finacee and I stayed at Port Orleans French Quarter. Although our stay overall was great, we were disapointed by the service we received at our hotel. Below is the letter I faxed to the hotel's direct fax number. I have yet to hear from them. Though I do not expect anything from them, a response would be nice. Any suggestions?


Paul T. Moberg
313 Plumtree Ct.
Bolingbrook, IL 60440
(630) 771-9909
ptmoberg@one800.net

September 8, 2002

General Manager
Disney's Port Orleans Resort - French Quarter
2201 Orleans Dr.
Lake Buena Vista, FL 32830-1000
Fax: (407) 934-5353

Dear Sir or Madam:

Today I am writing to you to express concern over events that took place during my stay at your property from September 2, 2002 to September 7, 2002. My fiancée Amy Bos & I stayed in room 2109. The purpose of our trip was not only to vacation, but also to begin to make future wedding plans at Disney. Although our overall trip was enjoyable, we were surprised at the service we received at the hotel. I would like to bring the following to your attention:

· Two light bulbs needed to be replaced above the sinks in our room. Amy advised the front desk in person on the morning of September 3 and was told it would be taken care of. When it was not taken care of. Amy called the front desk from our room the night of September 4 and was told it would be taken care of the next morning. On the morning on September 6, I advised the front desk in person of the situation and again was told it would be taken care of that day. As our check out time on September 7th, the light bulbs had not been changed. It troubles me that over the course of a few days and after speaking to several cast members, a simple task could not be accomplished.

· At 8:45 a.m. on Saturday, September 7th, a member of the housekeeping staff knocked at our door. When Amy opened it, the cast member advised her she was there to clean the room. Amy advised her that we were getting ready to check out and would be out of the room in approximately a half-hour. The maid become upset with Amy and advised her that her passkey did not work in our door and asked Amy to prop the door open once we left, so that she could gain entry. I was surprised by the housekeep staff member's demeanor and the fact that she would suggest a guest do something that could jeopardize they safety of guests and Disney property.

· One morning Amy & I went to the front desk to ask for directions to the nearest Walgreen's (we are both from Chicago, where Walgreen's is a common drug store), having seen a full-page ad in the phone book with numerous locations in the Orlando area). The cast member gave us directions to a location in downtown Orlando, which we later learned was way out of our way (thankfully we didn't use those directions). When then inquired if there was another drug store or pharmacy that was closer, to which the cast member replied "not really". We ended up later in the day asking the same questions both at the Contemporary Resort front desk and the Swan Resort front desk. Both were able to give me concise verbal, but written directions and or a map (to local and much closer drug stores, including Walgreen's). It troubles me that the staff at my resort could not give me clear and accurate directions to somewhere as important as a pharmacy.

I bring these to your attention in the hope that events such as these are a rarity rather than the norm. I hope that you are able to bring these instances to the attention of your cast members so that the can learn that this type of service is not expected at Disney.
I appreciate your time and attention to these events. I look forward to hearing your insights.

Respectfully,
Paul Moberg

 

[Captain Crook]

Paul, nice letter. Legitimate issues. You should get a response but it were me I would calander this for 4-6 weeks and if no reply is received simply stamp 'second mailing' on it and fax it again... And again and again until you get a response.

I wouldn't go to any further trouble (trying to phone or snail mail) but sometimes these things just take time & Disney is usually very good about answering...

 

[jgates]

Very well written and concise letter. I seriously think though that after a few times I would have simply asked them for a few bulbs and said I would change them myself. That might have embarrased them enough to send someone down right away!!!

It doesn't take much for me to get upset when I am paying well for a room (or even paying cheap) and I WILL complain.

We had 3 days of no a/c in August at a DTD hotel (98 degrees outside). They blew me off at check-out and I didn't write a letter. They sent a survey a while later which I did give a complete reply to (3 pages of details of this problem) and still no reply- finally sent a copy to the head company and they apologized and said surveys were handled by an independent company they contracted with and had manager call me directly. They sent me 3 nights coupons for that chain.

At another low-end chain we had dirty wash-cloth in the shower, EMPTY LIGHT BULB SOCKETS (I did go get one from front desk) and grease in the carpet-ruined both kids socks-they were black!!! As there was a Notre Dame event on that weekend we couldn't get another room except for about $119 (did NOT have the $$ at that time) so I complained when we checked out. They gave me a coupon to use at another Mt6 and we used it later at a brand new one that was built (CLEAN!!!)

I would expect NO compensation from Disney, however I would at least expect a verbal or written apology and assurance that the issue would be brought to the attention of the CM's.

 

[Luv2Roam]

I have written a letter about ALL (three ) of my resort stays. I'm just infamous for my letter writing.
AS was 99.9% kudos.
With CSR and ASMo, I received questionnaires in the mail and also wrote letters and attached them.
I heard from Disney on CSR. Don't recall ever hearing from ASMo, but I praised them and CM's (by name if possible).
POR we too were disappointed in. Our stay wasn't horrible by any means. But I can say after a few days I was wishing I had done a split stay and was elsewhere.
POR did not exceed my expectations in anything, and in most areas none of my expectations were met. But after all the praise I read here, my expectations were high. Our ASMo stay beat our POR stay hands down.
And I let Mr Keith Bradford, the manager of POR, and Mr Lee Cockerell, Executive Vice President of Walt Disney World Operations, know of my opinions.
I believe it's not fair to any company to gripe up a storm and not let the correct people at that company know. I didn't write to them on anything I hadn't posted on The Dis. And I think it only fair to let them know what we thought/experienced, rather be silent to them and complain to the rest of the world.
I received a call and a nice perk from Mr Cockerell's (executive) office. In return I thanked that CM who contacted me and sent her a DS Nebraska pin as a small token of my appreciation. (She called back again to thank me for it. )
I never heard a word form POR. Which really was no surprise, considering. I'm glad so many love POR. That leaves other resorts more available for my stays.

 

[Gillian]

Here is a list of addresses and names you might find helpful if you decide to resend your letter.

http://disboards.com/showthread.php?s=&threadid=84539

I have found that some people just cannot give directions! They may live in the area, but they don't know where anything is. Sad, but true. I was also told at the AKL to ask the Bell desk (instead of guest services) for directions. They have printed cards for popular places. Not sure about pharmacies, though. I'm a CVS person myself