Horrible room at Sequoia Lodge

[missmisty]

I've just got back from my first stay at the Sequoia Lodge. Normally we would stay in the Cheyenne but thought it would be a nice treat to upgrade to the Sequoia and get a Montana room. Imagine our disgust when we got to our room and found dried vomit around the outside of the toilet and on the bathroom walls!

Reception promised to send a cleaner up straight away to sort it out so we waited....and waited....then decided it was safe to get a quick shower and then of course the cleaner came. I asked her to hold on for a few mins whilst my boyfriend got out of the shower but she went and never came back. I called Reception again the next morning and they promised to send someone up - nobody came.

Later on, I asked to speak to the manager but the receptionist refused! I explained I wanted to complain about the room and was told to just fill out a comments card. Not very helpful!

We eventually managed to get the vomit cleaned up - just before we had to check-out! At no point did anyone even apologise, in fact one receptionist I spoke to said it was nothing to do with them since it was the Housekeeping team's fault. What kind of customer service is that???

I'm gutted that I spent so much extra money to stay somewhere so disgusting. The whole experience completely ruined our trip and I would never, ever stay at the Sequoia Lodge again

 

[Roon]

That's dreadful, there have been quite a few complaints lately about the Sequoia. In a way I'm glad we are staying at the Cheyanne even though we have always had a super time at the Sequoia.

It is such a shame, you wait so long for a magical time and it is spoilt. Write a letter, you must.

 

[gemmybear83]

Thats awful I hope you took photos and make sure you complain!!

 

[tennisfan]

That is poor customer service. I hope you get somewhere with your complaint

 

[Booknut]

Holy cow that is even worse than the problems with my room at the Santa Fe. I got a direct response and apology (and a free night with 2 day park hoppers too) so definitely complain, that is terrible service and no way should a room have been in that state. It ruins the magic and the holiday and that shouldn't happen anywhere, much less at Disney

This is the email I used, good luck with your complaint, I hope you get an apology too

DLP.GUEST.COMMUNICATION@disney.com

 

[tinks_1989]

I've just got back from my first stay at the Sequoia Lodge. Normally we would stay in the Cheyenne but thought it would be a nice treat to upgrade to the Sequoia and get a Montana room. Imagine our disgust when we got to our room and found dried vomit around the outside of the toilet and on the bathroom walls!

Reception promised to send a cleaner up straight away to sort it out so we waited....and waited....then decided it was safe to get a quick shower and then of course the cleaner came. I asked her to hold on for a few mins whilst my boyfriend got out of the shower but she went and never came back. I called Reception again the next morning and they promised to send someone up - nobody came.

Later on, I asked to speak to the manager but the receptionist refused! I explained I wanted to complain about the room and was told to just fill out a comments card. Not very helpful!

We eventually managed to get the vomit cleaned up - just before we had to check-out! At no point did anyone even apologise, in fact one receptionist I spoke to said it was nothing to do with them since it was the Housekeeping team's fault. What kind of customer service is that???

I'm gutted that I spent so much extra money to stay somewhere so disgusting. The whole experience completely ruined our trip and I would never, ever stay at the Sequoia Lodge again

We went to DLRP in January and had a disgustin room and complained (our radiator was swinging off the wall about to fall off we had no tv remote and a HUGE crack in the sink!) It took 6 weeks for our complaint to be replied to and we were told that we should have complained when we were there (we didnt get in the room till 11.15pm and had to be alot 11am). We had received really bad treatment at reception acusing my Fiancee of using a debit card that wasnt his we had to show Id to prove it was his (she had to check the signature on the passport to the card.)

Also they said if we plan to go agan (we wont) to ring a number they provided us with so we can have a high quality room well I was disgusted every room should have the same high quality.

The treatment we received the whole trip we dont think was worth it when we went to WDW (first time together) in october and had the best holiday ever there and not for much more.

I am sorry you had a bad trip though seems to be quiet a few of us at the moment

 

[markpsych]

Yes, you must complain!

 

[mommy2ash]

omg that is terrible.i wouldnt have been able to stay in the room that is disgusting. you really should complain.

 

[Denmark]

I stayed at Sequoia for the 4 th time in July 2008.

The second day of my vacation i lost my room keycard and my 5 day park ticket. I had both in my rear pocket in my pants, so it must have slipped out of there at some point in time, when i took something else out that i needed to use.

I found out that i had lost these two items, when i had already left the park, and was in Hotel New York area.

Since there could be multiple areas where i could have lost the items, in the park or disney village, i proceeded to the hotel reception.

I told the young girl in the reception, that i had lost my hotel room keycard and my 5 day park ticket. She did at no point in time express any compassion in eigther words or in the looks on her face and no smile.

She asked if had been looking for it. Hello stupid, i thought to myself, does the dumb girl know how large the disneyland park is, and how large the disney village is. I had no chance in the world to find it, given the size of the park and disney village.

She then told me to fill out a form, and then she gave me a new room keycard.

She then asked me, if i was going to buy a new park ticket

*** Did the stupid girl realy think i would pay for a new ticket (I had a classic package, which includes a 5 day ticket) It was like she thought i maybe had sold the ticket to some stranger and i was making it up, that i had lost my ticket. She didnt suggest that, but i could clearly feel it.

I told her, that i wasnt going to buy a new ticket I said that to her somewhat calm, but she must have felt i was annoyed about her suspicious question and suspicious facial expession towards me.

I swear that if she had continued her questioning about that ticket, that i would have become so unpleasant towards her, so she would remember that day for the rest of her life.

She went out the back, and a moment later came back to me and told me to pick up a new ticket at the reception the next day.

I have been to DLRP 9 times. 7 times at a Disney hotel. Used thousands of euro.

I expect as a regular to be treated kindly. l just cant take it, when someone suggests that i, maybe, have told her a lie to get a new ticket. She never said that, but i could clearly feal it.

They should not employ 18 yo students with no formal education. Older people, like 30 yo or more with a education, knows how to treat people.

The primary reason they hire those young students, is because they get a small wage.

Sorry for venting, but had to get it out

 

[cookie334]

We had similar customer service - or lack of - there in January. We emailed a complaint as we were without electricity in our room for the first 2 days. We wasted 6 hours of our first day waiting for maintenance, missed our breakfast the second day still waiting. When I complained they weren't very helpful at all. I refused to leave reception until I got to speak to the manager, but although he was slightly better, he still wasn't what I would call helpful.

I still haven't had a response from my emailed complaint though (5 weeks now) except the standard "We've got your complaint and you will get a response as soon as possible"

Definitely complain!! But be warned it's a long process.

We much preferred the Cheyenne and wont be going back to SL if we can help it.

 

[cookie334]

I expect as a regular to be treated kindly. l just cant take it, when someone suggests that i, maybe, have told her a lie to get a new ticket. She never said that, but i could clearly feal it.

I was also accused of lying when I said that maintainence told us the problem could be fixed. The MANAGER told me "I highly doubt that maintainance would be able to speak enough English to tell you this". They had phoned reception and explained the problem (in French). Reception then translated this into English for me. I shouldn't have had to justify what I was saying for them to believe me though. We shouldn't have to be treated like criminals to get good customer service, it's rediculous.

 

[hildasmuriel]

....... Hello stupid, i thought to myself, .......

....... Did the stupid girl realy think i would pay for a new ticket (I had a classic package, which includes a 5 day ticket) It was like she thought i maybe had sold the ticket to some stranger and i was making it up, that i had lost my ticket......

.....I swear that if she had continued her questioning about that ticket, that i would have become so unpleasant towards her, so she would remember that day for the rest of her life......

Wow If I had lost my ticket - be it to DLRP or the Tube or the theatre, I wouldn't expect to get a new one without paying again.

The primary reason they hire those young students, is because they get a small wage.

I feel sorry for them - on top of the small wage they have to deal with all the guests - whether they are polite, friendly, rude or with unreasonably high expectations.

OP - this is not acceptable. How many nights were you there? I am amazed it wasn't cleared up until your last morning. Whatever were the Mousekeeping team doing, if they weren't even clearing that up? I hope this matter didn't spoil your whole holiday.

 

[Disneyadore]

I've just got back from my first stay at the Sequoia Lodge. Normally we would stay in the Cheyenne but thought it would be a nice treat to upgrade to the Sequoia and get a Montana room. Imagine our disgust when we got to our room and found dried vomit around the outside of the toilet and on the bathroom walls!

Reception promised to send a cleaner up straight away to sort it out so we waited....and waited....then decided it was safe to get a quick shower and then of course the cleaner came. I asked her to hold on for a few mins whilst my boyfriend got out of the shower but she went and never came back. I called Reception again the next morning and they promised to send someone up - nobody came.

Later on, I asked to speak to the manager but the receptionist refused! I explained I wanted to complain about the room and was told to just fill out a comments card. Not very helpful!

We eventually managed to get the vomit cleaned up - just before we had to check-out! At no point did anyone even apologise, in fact one receptionist I spoke to said it was nothing to do with them since it was the Housekeeping team's fault. What kind of customer service is that???

I'm gutted that I spent so much extra money to stay somewhere so disgusting. The whole experience completely ruined our trip and I would never, ever stay at the Sequoia Lodge again

Count your blesses.
At least you did not have to deal with naked and drunken women running op en down the hall way

We had almost the same experience.

http://www.disboards.com/showthread.php?t=2041924

We complained after we got home on the 30 December.
Received answer on the 8 of January with a new free stay in the main building.

 

[tinks_1989]

Wow If I had lost my ticket - be it to DLRP or the Tube or the theatre, I wouldn't expect to get a new one without paying again. .

Disney always issue new tickets if you have lost or damaged your tickets

I thought every one would expect that.

 

[Cyrano]

Thats awful I hope you took photos and make sure you complain!!

Good advice

 

[Tillybud]

omg that is shocking so sorry to hear about your experience, I would definitely make a complaint.

 

[jillrobinson]

I'm sorry to say that our experience at Sequoia Lodge was marred by the lack of housekeeping. On our first stay there were no toiletries whatsoever in the room on arrival, by the time I discovered this it was gone midnight, I couldn't be bothered to go back to reception and I always take my own anyway.
However, I developed a really nasty eye infection over the course of the next day or so, by the time I got home I couldn't even open the eye and I have never before or since suffered with conjunctivitis or any other eye complaint, which has caused me to wonder since whether I was using someone else's contaminated towels and whether our bathroom possibly hadn't been touched at all since the previous inhabitants.
On our second stay again I had no toiletries in the room on arrival night on both trips they've appeared the following day, then we've missed a day again at all other hotels they've been replenished everyday, at NPB we had so many I came home with a suitcase full.
As for towels I always throw ours in the bath to ensure we get new ones, I'd urge everyone else to do the same.
After reading so many bad reports recently I'm glad we're going back to the Cheyenne, which seems to have had nothing but glowing reports.
I really hope you get a satisfactory outcome if you do decide to launch a complaint, this kind of service is not acceptable in any hotel but is even more exasperating in a Disney hotel.

 

[Roon]

Here Here, well said.

 

[hildasmuriel]

Disney always issue new tickets if you have lost or damaged your tickets

I thought every one would expect that.

Not this poster. I'm actually amazed that they do that. If I lose my shopping while I'm in the car park at Tesco, I don't expect them to replace it for nothing. LOL. Good for Disney - that is really good customer service.

Sorry OP - wandered OT there.

 

[Denmark]

[QUOTE=hildasmuriel;30696961]Wow If I had lost my ticket - be it to DLRP or the Tube or the theatre, I wouldn't expect to get a new one without paying again.



I feel sorry for them - on top of the small wage they have to deal with all the guests - whether they are polite, friendly, rude or with unreasonably high expectations.

OP - this is not acceptable. How many nights were you there? I am amazed it wasn't cleared up until your last morning. Whatever were the Mousekeeping team doing, if they weren't even clearing that up? I hope this matter didn't spoil your whole holiday.[/QUOTE]

The thing is, that i had a classic package consisting of a hotel booking and a 5 day park ticket. She could have seen that on her computer monitor. She would then know, that i already had payed for entrance to the parks. The new ticket would only cost Disney the paper its printed on.

So why should i pay twice. They had the documentation to confirm they had received their payment.

......................................................................................

Ofcause they have to deal with the guests, thats why they work there.

She was the one being rude to me. Instead of offering to help, she immediately asked me: What are going to do about it, are you going to buy a new ticket (she said with a suspicious tone in her voice and with suspicious facial expressions).

I did in fact behave, but i was starting to get upset. I had every right to, since she was the one doubting my explanation in the first place.

Regarding me expecting to get treated well. As a repeat customer, haveing spend thousands of euro over the years, then yes, thats what i expect.

Disney charges premium prices for their hotels, so good service is reasonable to expect.

Im really a nice guy, but if someone contest my honesty, then i get upset.