How do to get Disney to Make it Right!?!?

[Haley R]

I haven't had a lot of experience with this, but we had a room that was less than desirable at AKL this spring and after talking with the front desk they were more than willing to move us. We did spend one night in that room, but were happy they were willing to move us to make our stay more enjoyable.

On a different note, I called and spoke with a CM for our upcoming spring trip and that CM was not very helpful. I have found most CM's online and through the phone to not be super helpful. I think it may work better to either speak in person or with someone that is higher up.

 

[DG25]

As people say, ask and you usually get a solution. I have had some very unique situations, for the most part I have to say Disney made me whole. Sometimes they go above and beyond, like when they took us from club level BC and moved us to a hospitality suite at CR, sweet. Sometimes they give you extra fast passes, like when no one in two months could tell me if a service dog could go on a tour, when I get there and they say no, they refunded and gave FP to any 3 rides. It is almost always better to do something while at the resort and not wait till you get home. I have had them not care at all and that is disheartened, I have also got what I feel is less than adaqute service, as well as above and beyond. Our last trip in May had both, we paid $1000 a night for 2 nights at GF, they gave us the wrong room just to say many many of the small mix ups in the 2days, and when the solution came just an hour or so before check out I did not think it was adaquate at all, also no one at all wished us congratulations on our marriage, even thou I marked the ressies, and ask for pins, and many other things. We then moved to BRV and everything was fine, but again not one mention of our marriage in 11 days. We then moved to WL CL and again not one mention of the marriage. A lady who does all kinds of blogs about Disney resorts happen to be sitting in CL for breakfast and we talked for a few minutes about disappointments, and I said yes I have spent 15 days on property and not one staff has congratulated us on our wedding, about $9000 and not one congratulations and I marked it everywhere I could. The CL staff over heard, we received a photo frame of Mickey and Minnie in wedding attire, a dinner at Tony's, and Salome chocolate strawberries, all very nice, I would have settled for a congratulations, but they did make us feel very special.

 

[Sue M]

I find the best way to deal with a bad situation while at WDW is to deal with it right away while they can fix it.
Once checking into room I found it dirty, with other peoples papers still in room, hair elastics on floor, crumbs, clearly not vacuumed. I phoned front desk (I know it’s call centre) and asked to be connected to Resort front desk and explained situation. My knee was very bad and after a day at the park couldn’t face walking to desk. I received a call back under 5 min from resort. They said they’d send housekeeping to clean. I told them I needed a room now, I had to ice knee. She found me a room, upgraded from garden to river view.

We got to room and not 10 min later a manager came and apologized profusely after inspecting first room. Turns out the housekeeper just did a clean for returning guest, not new guest. Ewww. So sheets wouldn’t have been changed, etc. Things were dealt with quickly and so glad I delt with it right away. The thought of sleeping in unchanged sheets just gross. I’ve read about some people complaining of being given dirty room and just do nothing except complain after they’re home. Ick.

 

[Marionnette]

As people have already stated, the most effective way is to direct your complaint to whoever can provide the most immediate assistance. If you present your issue concisely, with only facts and as little drama as possible, tell them CM you are dealing with what you believe should have happened and suggest a solution going forward, it will be more likely to be received in a positive light.

Of all of the little things that have gone wrong during all of our Disney trips, the one that sent me to GR at Epcot involved the F&W VIP experience that they sold a few years back. Part of the package included an Illuminations dessert party for which you had a specific night reserved. On the day when we were to enjoy that experience, the weather was looking iffy. Even if Illuminations wasn't going to take place, the dessert party was to be moved indoors. The problem was, none of the CMs in the World Showcase were informed as to where the dessert party had been moved. We were directed to various areas around the World Showcase without finding it until just after the party ended, when we stumbled upon a small sign indicating that it had been moved to the Mexico pavilion. Instead of putting that sign in the originally scheduled location where people could have seen it and known to head to Mexico, the sign was right outside of the Mexico pavilion itself. We had really been looking forward to that party and I was irritated that we had walked around looking for it. I felt that the CMs who were manning the VIP areas should have been informed as to where the new location was and that the signage should have been more clear. When I spoke to the Plaid in GS, I didn't ask for compensation. I only registered my regret at missing the event and suggested that communication could have been more clear. The Plaid offered to get us into a dessert party the very next night and even tried to book us into the one at MK. However, we settled on being booking into the same Epcot party.

I didn't receive anything more than what I had paid for, but I felt that booking us into the next night's party was an adequate solution. We also learned the following day that the CMs manning the VIP area had all been made aware of exactly where the alternate, foul-weather site was for that night's party so that they could inform any guests.

 

[bumbershoot]

I phoned front desk (I know it’s call centre) and asked to be connected to Resort front desk

You are very lucky they connected you. That doesn't often happen. The process is usually that they contact the resort and hopefully the resort calls you back. You could have been waiting for ages. So don't expect that to happen in the future.

I would have called housekeeping (that button does get you to the onsite people) and iced my knee while waiting for the manager to fix things.

 

[Sue M]

You are very lucky they connected you. That doesn't often happen. The process is usually that they contact the resort and hopefully the resort calls you back. You could have been waiting for ages. So don't expect that to happen in the future.

I would have called housekeeping (that button does get you to the onsite people) and iced my knee while waiting for the manager to fix things.

The resort called back right away. I find out of all the resorts I’ve stayed at, POR has the best customer service. I didn’t want to sit on anything in that room, it was really icky. If I was a returning guest and found my room that dirty I wouldn’t have been happy. Apparently it was a new housekeeper.
In most cases I would go to desk in person. And now that I’ve had my knee replacement, no problem!

 

[Teddy10]

I've always found the people at WDW very helpful in dealing with problems and mistakes. I'm sorry I can't say the same for Aulani. I've loved the places I've stayed at WDW, but won't be going back to Aulani.

 

[_auroraborealis_]

People not congratulating you is a good example of "not something that demands to be made right."

Pixie dust should not be assumed.

 

[Teddy10]

People not congratulating you is a good example of "not something that demands to be made right."

Pixie dust should not be assumed.

I'm not sure I agree with that. For the prices Disney charges I think Pixie dust should absolutely be assumed. That's part of the so-called "Disney experience".

 

[thejaxx]

I wonder if that email will help me with my issue. Had some MAJOR issues at Disney Paris and they've been absolutely unresponsive to my emails.

 

[_auroraborealis_]

I'm not sure I agree with that. For the prices Disney charges I think Pixie dust should absolutely be assumed. That's part of the so-called "Disney experience".

Things can be disappointing but not something you can demand was included, much like if the Standard room you paid for is the one overlooking the dumpster.

 

[Teddy10]

Things can be disappointing but not something you can demand was included, much like if the Standard room you paid for is the one overlooking the dumpster.

I wasn't really talking about a room, but about the poster's example of not being congratulated. That would be an "extra" at any other hotel chain, but not at Disney. The prices Disney charges far exceed most others, so the extras (the "Pixie Dust" if you will) should be assumed.

 

[_auroraborealis_]

Everyone and their dog wears celebration buttons, to the point where for many CMs they are now scenery.

 

[Teddy10]

Everyone and their dog wears celebration buttons, to the point where for many CMs they are now scenery.

That's the cast member's problem, not the guests. All the cast members are trained in the "Disney way". If they don't live up to that then Disney needs to lower their prices as they are not delivering what they claim.

 

[Teddy10]

To be fair, I've never had an issue at WDW. If I wear a "Happy Birthday" button then I've gotten wished happy birthday more times than I could count. Aulani is another story. I didn't find it at all up to Disney standards and won't be going back there.

 

[kaytieeldr]

I'm not sure I agree with that. For the prices Disney charges I think Pixie dust should absolutely be assumed. That's part of the so-called "Disney experience".

Negates the purpose and definition of Pixie Dust.

The prices Disney charges far exceed most others,

No. The value of what one gets at the price one chooses to spend is actually much lower than at many more expensive hotels, whether local to WDW, or medium-sized or world-wide.

That's the cast member's problem, not the guests. All the cast members are trained in the "Disney way". If they don't live up to that then Disney needs to lower their prices as they are not delivering what they claim.

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Could you please demonstrate where Disney claims its Cast Members are required, or even expected, to acknowledge whatever event every. single. guest. they encounter is celebrating?

 

[Teddy10]

Negates the purpose and definition of Pixie Dust.

No, it doesn't.

No. The value of what one gets at the price one chooses to spend is actually much lower than at many more expensive hotels, whether local to WDW, or medium-sized or world-wide.

That's your opinion. However you want to phrase it, Disney charges much more than most.

Could you please demonstrate where Disney claims its Cast Members are required, or even expected, to acknowledge whatever event every. single. guest. they encounter is celebrating?

I never made any such claim. No offense, but perhaps you should learn to read.

 

[_auroraborealis_]

Last F&W, I saw some bros wearing "We're Celebrating..." buttons that said "puking in the fountain."

I actually think there are lots of issues with the buttons. They're hard to read from any distance most of the time, then you have bros, then you have all the people who hope use of button = free stuff.

You are paying for a theme park admission and/or a place to sleep. You are paying for location, relative to that latter amenity. The pricing is not a service level agreement. Even Club Level has a somewhat limited SLA.

 

[WEDWDW]

I wonder if that email will help me with my issue. Had some MAJOR issues at Disney Paris and they've been absolutely unresponsive to my emails.

Since it is just for WDW probably not,but worth a try.

 

[writerguyfl]

I wonder if that email will help me with my issue. Had some MAJOR issues at Disney Paris and they've been absolutely unresponsive to my emails.

The email address provided in this thread only handles Walt Disney World. They wouldn't be able to address any problems you had in France.