Hotels - how to complain?!

[surreymum]

Hello,

New here, but this seems like a great place to ask a question!
Back in October, we had a bad experience at the New York Hotel. There was an initial problem when I was ill & they kept delaying getting my room ready, & wouldn't even find anywhere for me to sit.

Then on the last night we had a mouse in our room!!!! It took 2 hours for someone to come, & we basically didn't get any sleep that night. The mouse had nibbled by handbag strap, completely ruining it, & nibbled chocolates we had bought as presents & snacks we had for our small daughter. In addition, it must have been around our daughter's soft toys (& goodness knows whether it went near her as she slept & we were on the sofa in the corridor ). Needless to say, we didn't get any sleep that night, & when we woke in the morning they had had the cheek to slip a bill for our stay under the door!!!!

We didn't pay for that night (as we didn't sleep!), but they are refusing to give any compensation for my handbag & the chocolates (we're not talking huge sums here, but it's the principle). Has anyone got a better person to write to than the standard one off the web site?

Thanks, Helen (getting the heeby jeebies about it as I write!).

 

[tennisfan]

If you got know where with the hotel itself. I would say start with the company you booked with.

Not bashing you or anything but may I ask why now if it happened in October or has it been ongoing?

Hope you get it sorted.

 

[surreymum]

We booked direct, so there's no-on else involved. It happened at the end of Feb, & it took me over 3 months to get a response out of them - I'd wite every couple of weeks & just be sent a "holding message". I'd really like the name of a person in head office I can write directly to, as I just feel this is completely unsatisfactory when it was so expensive.

 

[ujpest_doza]

When we had problems last year due to a chair collapsing at Annettes i got no response until i sent a letter direct to Karl Holz who is CEO of Euro Disney.

Even then i only got a proper response when i made a claim through our travel insurance and their solicitors took over the complaint for us.

As compensation for personal injury litigation in France is in general far less than in the UK or the US we were warned not to expect a great deal.

Eventually they came back to us and offered a 3 day 2 night stay at Hotel New York for up to 4 people valid for 2 years. Our solicitors advised us to accept that as in total (if 4 adults travelled) it would be worth close to £1000

 

[backson]

I hope you get a good resolution about this, it can't have been at all pleasant...


... but I can't help laughing about going to Disney and then having a Mouse problem! Sorry!

 

[SandraVB79]

I'm confused now: first you say it happened in October, then you say it happened in February, and now we are June...

IMO, complaints should be done at the moment itself, not so many months afterwards.
Keep contacting guest services (in my case, they were very quick to answer/ resolve a problem I had regarding a purchase), ask to speak to a manager.

And as a PP: I thought the whole purpose of going to Disney was seeing mice!!!

 

[Ware Bears]

Hi Helen and welcome to the DIS.

Hope you get a response soon

 

[tennisfan]

We booked direct, so there's no-on else involved. It happened at the end of Feb, & it took me over 3 months to get a response out of them - I'd wite every couple of weeks & just be sent a "holding message". I'd really like the name of a person in head office I can write directly to, as I just feel this is completely unsatisfactory when it was so expensive.

If you book direct have you tried phoning them & speaking to a supervisor or using this email address: DLP.GUEST.COMMUNICATION@disney.com

 

[Christopher5927]

Hello,

New here, but this seems like a great place to ask a question!
Back in October, we had a bad experience at the New York Hotel. There was an initial problem when I was ill & they kept delaying getting my room ready, & wouldn't even find anywhere for me to sit.

Then on the last night we had a mouse in our room!!!! It took 2 hours for someone to come, & we basically didn't get any sleep that night. The mouse had nibbled by handbag strap, completely ruining it, & nibbled chocolates we had bought as presents & snacks we had for our small daughter. In addition, it must have been around our daughter's soft toys (& goodness knows whether it went near her as she slept & we were on the sofa in the corridor ). Needless to say, we didn't get any sleep that night, & when we woke in the morning they had had the cheek to slip a bill for our stay under the door!!!!

We didn't pay for that night (as we didn't sleep!), but they are refusing to give any compensation for my handbag & the chocolates (we're not talking huge sums here, but it's the principle). Has anyone got a better person to write to than the standard one off the web site?

Thanks, Helen (getting the heeby jeebies about it as I write!).

Sorry you had problems and I hope this does not appear rude but..
did it happen in October or February?