Horrendous resort experiences & compensation?

[minijeanie]

I have made over 10 trips to wdw and never made a formal complaint except one time.

Around 8 yrs ago we were splitting our stay between WL and BWV. We arrived at BWV around 4:00 pm figuring this was a good time to check in because most rooms were ready. .We had my mom with us who was 75 yrs old at the time. She has bad arthritis and we rented a wheelchair for her each day we went into the parks.

The line for check in seemed extremely long when we walked into BW and as I looked around the lobby all I could see was an endless stream of people standing, sitting and mulling around the lobby. I asked a cm what was the situation and he stated that the computers were down and they had to manually check each guest into their room but they were unable to give any room keys out.

We had already had a full day at the parks with my mom and our kids who were quite young at the time. all we wanted to do was check in and relax some. After 15 minutes of standing in line I knew my mom could no longer stand. I had my DH wait in line while I tried to find her a place to sit. Needless to say there was nothing available. i pulled aside a worker in the hotel and asked quite nicely if it was possible that he bring a folding chair from somewhere so my mom could sit. He said there were none. My DH spent about 15 minutes trying to find a place for my mom to sit. At this point I was frantic because she was hurting. It took an hour to get to the front desk when i just begged for a chair for my mom....It never happened.
She wound up sitting in the pool area.

I understand that the computers were down, staff were trying to accomodate everyone but I don't see why they could not of brought a few folding chairs out for the many people that were waiting in the lobby. especially for the ederly ones. We could not get into our room until 7:00 pm which really ruined it for us. We had planned on my mom taking a nap and DH, myself & kids going to the pool.We cancelled our dinner ressies and just brought food into room.

I was not looking for compensation but just a chair. When I got home I did write Disney and state the situation. I never heard from them. Not one word

 

[lisa3383]

They wouldn't let you talk to management? Did they flat out say no? That's aweful!

From what I recall, it started out as: "we don't do that" "I'm sorry but management doesn't handle these issues" "They aren't available" eventually turned to "no" and we were hung up on at least once (we got the same person a few times when we called).

It was infuriating! As so many of you know, SSR is not a small resort, and so it wasn't a short walk to the front desk! I felt like imploding! Also it was FREEZING (fist week in January 2008 - record lows!).

I don't know how we ever were transfered to a manager, but it took a very long time. Even that person wasn't very accommodating. The whole experience made me very resentful against the resort. I still had a great time at Disney, it just wasn't as magical as one hopes for!

 

[livie1205]

my son (then 3) found a open bottle of liquer in our room at GF yrs ago.The room had not been cleaned before we checked in.I was so mad I grabbed the bottle and walked through the lobby and put the bottle on the desk in front of the manager and told him MY SON had found this in our room!He grabbed the bottle and RAN across the lobby...after about 20 minutes he comes back and says the housekeeping mang will be calling me in my room.I go back to the room and they send someone to clean the room and the guy calls to say sorry and....they comped our room,our dinner at victoria and alberts, a set of robes and slippers ,my mom and sons room service dinner AND there was a extra 200.00 on our cc. I guess he thought it was a BIG big deal....I have not been back there though.

 

[lisa3383]

my son (then 3) found a open bottle of liquer in our room at GF yrs ago.The room had not been cleaned before we checked in.I was so mad I grabbed the bottle and walked through the lobby and put the bottle on the desk in front of the manager and told him MY SON had found this in our room!He grabbed the bottle and RAN across the lobby...after about 20 minutes he comes back and says the housekeeping mang will be calling me in my room.I go back to the room and they send someone to clean the room and the guy calls to say sorry and....they comped our room,our dinner at victoria and alberts, a set of robes and slippers ,my mom and sons room service dinner AND there was a extra 200.00 on our cc. I guess he thought it was a BIG big deal....I have not been back there though.

Well alcohol left like that is one of the most UN-DISNEY like things I've heard of- so I suspect he felt the need to do everything he could to make right! Imagine if that got out to the media (I can picture a Dateline feature now!).

The damage a story like that could do would be tremendous!

 

[momof3poohlovers]

Our only "bad" experience was at the GF. We checked in late one evening after a long day traveling from California. We arrive in our room to find someone's room service dishes under the sink. Now, I figured maybe they missed the dishes as they were under the sink and just didn't see them. Anyway, we go to get into bed and someone had clearly peed the bed(no, it wasn't just a stain as the exact same stain was on the mattress pad). The maid had obviously not changed the sheets and just remade the bed! We immediately called mousekeeping and had them change both beds plus the daybed. The following morning we go to take showers to get ready for our first morning at the parks and there is no hot water. I guess something happened and the whole building we were staying in didn't have hot water until around 10 AM. I finally decided I had enough. I talked to the manager and nicely explained that I had stayed at this resort before and I knew they could do it right but they failed this time. He ended up giving us a credit for 2 nights which I felt was fair. I have to be honest though, I always check the beds before I get in them now!

 

[vicki_c]

Not trying to be rude, but I just wondered what you didn't like about this view? I think it looks great! You can see the animals out and about. May I ask which savannah this was?

We had that view there as well, but a little more to the side and we thought it was great too! We saw lots of animals.

Edited: Oh, after reading another post - I see the walk was really the issue. Gotta agree - it didn't bother us, but it was REALLY far away from the lobby.

I have never had a bad stay at a Disney property in about 8 on site stays, maybe more. Knock on wood, I guess!

 

[Goobergal99]

I've never had any more then some spotty mousekeeping issues and an air conditioner that stopped working at ASSP one night, however it was fixed immediately.

In any case, it's great to see that Disney really compensates ppl

 

[TotalSnowWhite]

Our only "bad" experience was at the GF. We checked in late one evening after a long day traveling from California. We arrive in our room to find someone's room service dishes under the sink. Now, I figured maybe they missed the dishes as they were under the sink and just didn't see them. Anyway, we go to get into bed and someone had clearly peed the bed(no, it wasn't just a stain as the exact same stain was on the mattress pad). The maid had obviously not changed the sheets and just remade the bed! We immediately called mousekeeping and had them change both beds plus the daybed. The following morning we go to take showers to get ready for our first morning at the parks and there is no hot water. I guess something happened and the whole building we were staying in didn't have hot water until around 10 AM. I finally decided I had enough. I talked to the manager and nicely explained that I had stayed at this resort before and I knew they could do it right but they failed this time. He ended up giving us a credit for 2 nights which I felt was fair. I have to be honest though, I always check the beds before I get in them now!

Eep!!

I'm super super super paranoid about things like that. Too many Dateline stories, I guess. For the past several years, I always took my own bedding (sheets, pillow or pillowcase and blanket). I'd take them off each morning, and when we returned to the room, I'd undo the bed and redo it with my goods. Housekeeping probably thought I was crazy, and I know my traveling companions liked to poke fun, but I felt safe! My mom probably laughed the most, but she got me a Sleep Sack (http://www.allergybuyersclubshopping.com/silk-sleep-sacks.html) for Christmas a few years back, and it's been a space saver!! I just bring my own pillow and hop in my SS on top of the blanket. Housekeeping now thinks I'm crazy because I always have a perfectly made bed each day.

 

[DesigningMouse]

my son (then 3) found a open bottle of liquer in our room at GF yrs ago.The room had not been cleaned before we checked in.I was so mad I grabbed the bottle and walked through the lobby and put the bottle on the desk in front of the manager and told him MY SON had found this in our room!He grabbed the bottle and RAN across the lobby...after about 20 minutes he comes back and says the housekeeping mang will be calling me in my room.I go back to the room and they send someone to clean the room and the guy calls to say sorry and....they comped our room,our dinner at victoria and alberts, a set of robes and slippers ,my mom and sons room service dinner AND there was a extra 200.00 on our cc. I guess he thought it was a BIG big deal....I have not been back there though.

That is a HUGE deal. Thank goodness your son didn't drink any of it. Then they really would have been in a whole mess of trouble.

 

[TagsMissy]

Not trying to be rude, but I just wondered what you didn't like about this view? I think it looks great! You can see the animals out and about. May I ask which savannah this was?

I wondered the same thing... what's to complain about with that view?

 

[perla75]

I wondered the same thing... what's to complain about with that view?

No, no, I misread the post! They posted the view, but they were complaining about the long walk to the pool (they originally had a pool view because I'm assuming they wanted to be close to the pool!). I know which area they are talking about now-I wouldn't have minded the walk, personally, but we don't use the pool much & enjoy walking around the resort. It sounds like these people got "upgraded" to the exact opposite of what they paid for.

 

[Madonna3]

Turns out we were moved from our nicely located (and great view) Pool View room to a Savannah. Cool upgrade, right? NOPE! We were in a far-away location, never saw another guest in the "wing" were put in. It was such a long walk everywhere, especially the pool, Mara, etc. And this was the view:

I disagree that it was misread. You all were right when you felt the poster was complaining about the room view. The poster is clearly complaining about the distance and the view. I can kind of see why. It seems like they are looking at a huge dirt hole as the forefront view, but the backround view is much, much nicer. I guess they'd rather look at water than dirt with some animals in the backround. Disney thought they were doing them a favor and it wasn't what they wanted. The way they have put an emphasis and speaking of the view lasts suggests to me that this less than anticipated view iced their cake.

 

[kaytieeldr]

I disagree that it was misread. You all were right when you felt the poster was complaining about the room view

I have to agree with you. It's this part

It was such a long walk everywhere, especially the pool, Mara, etc. And this was the view

(emphasis mine) which indicates that poster is complaining about several issues, including the view.

 

[Stitch And Friends]

A few years ago we were staying at CBR and woke up one morning to our toilet not working and some gross water/sludge seeping into our tub. We called the front desk and maitenence workers were sent out. Turns out a child in a room a few doors down from us had flushed some kind of toy down the toilet and the sewage system was backing up. We had to change rooms QUICKLY as the it took a little while for the issue to be resolved and the tub was close to overflowing by the time we left the room. I was grabbing stuff and just dumping into our suitcases. We were promptly moved to another room. My husband spoke with a manager the day we were checking out and he took 50% of that nights charge off our bill. He said the norm in a case like that is 20-25%, but that should have been offered to us immediately. The manager appologized for the invconvience and also that we were not offered any compensation at the time of the event. We were happy with that.

 

[DawnF]

First off, let me say we LOVE POR and have stayed there several times. During our stay in May 2007 we had some neighbors that started fighting one evening while our teenage daughter (18) was in the room alone...we were at the pool with our younger children. Now I do not mean just an argument, I mean throwing each other against the wall, screaming profanities at each other, saying they were going to kill each other, etc. We had a connecting room with these neighbors making it even worse. Our daughter was so frightened (of course, never experiencing something like this before) she did not even think to try and call the front desk to report the issue, or to call us (I always take my cell when she is alone...even while we are at the pool). By the time we made it back to the room, she was crying hysterically but the commotion was over (at least for the time being) so we let it go. After calming her down and asking why she did not call us, we got the younger kids dried off, bathed, jammies on, and in bed and did the same ourselves. About 1:30am we were awoken by what sounded like someone coming through our wall (our headboards were against their side of the room) followed by more of the ranting and raving, cussing, throwing each other against the wall, threatening to kill each other, etc. I quickly called the front desk and asked for security to come quickly giving them the room # that was causing the disturbance...even told them they were threatening each other's lives. After 30 minutes and another call, they finally sent this man that looked to be about 65-70 years old, very small framed & frail, and had hearing aides in...to top it off, he was alone!!! After listening at OUR door (he got the room with the disturbance and the room that reported the disturbance confused) my husband finally opened the door and told him that the disturbance was next door. He listened at the door (all this time the fight was still raging, but somewhat calmer) and then kind of shrugged his shoulders...he then knocked on their door. While we watched through the peep-hole, the neighbors opened their door...the security guard said a disturbance from that room had been reported but they said something like...well it was not us, we have been sleeping...the guard said "okay, sorry, have a good night!" and went back to where ever he came from!!! Thinking everything would then calm down, we went back to sleep. About 45 minutes later, we awoke to the same thing AGAIN! I called back down to report they were back at it and to confirm it WAS indeed coming from the room we first reported, otherwise it would not sound like they were coming through my wall when they were throwing each other around...I asked them to PLEASE do something about this situation, of course, no one in our room could sleep and we had a 2 year old with us who was beyond terrified each time he heard it. Can you believe that security did not respond this time??? I called again, and the manager spoke with me and said their security confirmed there was NO disturbance so they would not be returning again that night! I felt VERY unsafe the entire night...my thoughts were, "who knew if the "loons" had a gun"...they WERE threatening to kill each other (more than once) I tried to talk to the manager of the security dept (after talking to a different manager at POR the next AM, he suggested I do so and also informing me the couple in that room was checking out that day) again, I got nowhere with the security manager. I was made to feel like I was lying about the whole situation, in reality, I have never been so frighted for the safety of my children as I was that very night (not really knowing how serious this couple was about taking each other's lives). When we returned home I wrote a letter informing Guest Relations of my issues...I did not ask for any sort of compensation, etc....simply and explanation as to why the situation was handled so poorly. Despite resending the letter 45 days after sending it the first time, I NEVER received any sort of response even though I had included telephone #s (2 of them), my address, and my reservation # & details. Although I will never allow the memories of this vacation to ruin future vacations to WDW, I am very disappointed in the manner everything was handled and the way I was made to feel while I was simply trying to ensure the safety (and sanity) of my family...and even more disappointed that I did not at least receive a "sorry" letter or call .

That's a frightening story.

 

[TheRustyScupper]

What I want to know is who did you write to? You must have had some magical address!

1) It does make a difference to whom you write.
2) A general letter does not do much good.
3) Our problems were actually almost trivial
. . . one phone extension didn't work the whole trip
. . . some bathroom mold
. . . a stick balcony door
4) Like anything else, it all depends on how you complain.

 

[shyjade]

Not trying to be rude, but I just wondered what you didn't like about this view? I think it looks great! You can see the animals out and about. May I ask which savannah this was?

I think it was the Sunset Savannah. It was an eyesore to have the "people pen" right below us; most Savannah rooms have a regular view of the animals and grass, not a large sandy area under their balcony. There was no chance of animals coming up close because they couldn't. Really, our Pool View room was much more "tropical" looking and much prettier than what we got moved to. And there were VERY few animals out on this savannah. We were able to see many more from the main viewing area.

I guess others don't mind that view and walk but we did (DD too). I guess that's why Disney offers so many choices, everybody's opions are different.

 

[livie1205]

That is a HUGE deal. Thank goodness your son didn't drink any of it. Then they really would have been in a whole mess of trouble.

yeh i think this is why he did all of this...he really freaked out..but I was pretty mad also, my son had it in his hands and the thing had no top.I forgot to add they also sent me a letter saying i could get a free night on my next trip.We used it somewhere else.

 

[LilGMom]

1) It does make a difference to whom you write.
2) A general letter does not do much good.
3) Our problems were actually almost trivial
. . . one phone extension didn't work the whole trip
. . . some bathroom mold
. . . a stick balcony door
4) Like anything else, it all depends on how you complain.

If I ever have any major complaint can I hire you to write my letter?

 

[disneymyway]

Do you mind an off topic story? We were staying at one of the most expensive hotels in NYC. My husband agreed to it for a few days and then started complaining about the cost the minute we got there (trying to tell me I had never informed him how expensive it would be )

Anyway, we had no sooner said goodbye to the bellman when we found a pile of porn and a stash of viagra in the room - we called and were properly offended enough that they comped us for a night.

Thank God for porn and viagra!!!! (Is there still a tag fairy around here because I'd love this tag!! )

To put this into WDW context, even the best hotels make mistakes!