If you've complained to Disney....?

[tiggersmyguy]

I recently had a not so good experience at a Disney Deluxe resort. I asked at the front desk for a guest comment card and was given one with an e-mail address. I sent Disney an e-mail explaining my displeasure. I know I have seen on these boards others who have contacted Disney. My question is if you contacted the powers that be at Disney, did you get a response and if so how long did it take to get one? Thanks

 

[alldiz]

I received a generic response with a number to call if
I wanted to discuss the matter any further, within a day or so.
Kerri

 

[jenjersnap]

nada

I can't get over an aversion to AKL because of the original horrible experience and the lack of response.

 

[WDW Traveler]

We had a problem with Coronado Springs in October of 2003. We complained to the front desk several times and nothing was ever done. When we returned home I wrote a letter and mailed it to every address I could find. I even mailed it to their corporate office. It took a while, but someone from the executive offices called me and talked to me about the issue and told me she wanted us to continue to feel that we can trust Disney and the Disney experience and offered me two free nights at any moderate resort. We got a letter in the mail with the confirmation in January of 2004. It had no expiration on it and we are using it in a couple of weeks!

So writing the letter got results, took a long time, but it got results!

 

[lilyv]

We had a problem with Coronado Springs summer 07. We first tried to take care of the problem while there, but no luck. We did write a letter, got a response with a phone #. (Took about 5 weeks for that.)

Basically it was a misunderstanding. We didn't realize they use regular guest rooms for convention events. (When they run out of other spaces) The event that was taking place, on a daily basis, was very, very loud. Once the guest room blocks are made, whether for sleeping or for using as event rooms, they're left that way. We understand how it works now.

We did think the Disney folks were polite.

 

[crazypants]

We had a big problem when we booked our first trip to WDW last year. DH called to get prices, etc. He wanted to know if they would put a room on courtesy hold for him until he checked with me about the specifics. They said yes but he had to gave him his credit info but it wouldn't be charged yet, yadda yadda. Which he did and of course they immediately charged the whole package to it.... TWO times! The Customer service rep said "Whoops, my bad". Then hung up on my DH "by mistake". It was a nightmare. All the money came out of the checking account and wasn't back in there until 3 days later.

He emailed them explained what happened and said he was disappointed in the whole thing and what horrible customer service he had. Someone from guest relations called us the next day and apologized over and over. Said there would be $150 Disney bucks and a personalized signed photo to DD from Princess Aurora for us when we checked in. It all worked out well for us in the end.

 

[n2mm]

I've complained several times and have always received a phone call to discuss it further. While the situation rarely is ever resolved, I have gotten to repeat my story to a human.

 

[tiggersmyguy]

Thanks for the responses so far. I e-mailed them about 4 days ago and received the auto-generated response that they got my e-mail and someone "might" contact me. Nothing yet. I think I might just go the extra mile and snail mail a letter as well. Wish me luck.

 

[In Luv with Disney]

I have a MAJOR MAJOR problem from our trip in August. My son's ADHD medication was stolen from our room. It was a NIGHTMARE to try to get a new prescription! We wasted an ENTIRE day going back and forth to Disney's clinic (they took us). When we went there, they said they couldn't write scrips for a controlled substance, so we had to go to the ER. They would have taken my son in an ambulance with DH, but DH said he'd rather drive. I had NO idea if my insurance would cover it. I was assured by the Pop Century Show Manager (and security..of course we fild a complaint!!!) that if it wasn't covered, they would reimburse us. After going to the ER, having to get the prescription filled (had to go to 3 different Walgreens!), they paid for the prescription and gave us 4 free Park Hopper Adult tickets to use anytime until 2010. That was great, since it did waste a WHOLE day of ours.

Fast forward to about 2 months ago...I got a note from insurance that it WOULDN'T be covered. Well, the ER visit wouldn't be covered...the visit with the DOCTOR in the ER WOULD be covered. So a total of $160 wouldn't be covered. OK, I got all of the documentation, I called Veronica, the POP Century Show Manager. She told me, "Sorry, now you have to deal with Disney Claims." So I call Disney Claims and give my whole story to someone and they say they would get back to me. 2 weeks later, I get a note saying they are NOT responsible and will not reimburse us. WHAT????? The meds were stolen from our room...we were out of the room the ENTIRE day. The ONLY person in that room was the Mousekeeper...where did the meds go? I had a special zipper clear bag for them, that sat right on top of the sink.

Anyway, I have tried calling the girl in Claims about 10 times with no return phone call. In the next few days, I am going to write a letter to EVERYONE at Corporate Disney to tell them what happened and how WDW was doing NOTHING to compensate me!

SORRY FOR THE BABBLE EVERYONE...THIS IS SUCH A SORE SUBJECT, OBVIOUSLY.

But in all seriousness, other than that, our trip was AMAZING and I would stay at POP again! I'd just lock the meds up in a safe next time...

 

[Blessedx3]

Wow they stole your meds thats BAD! It is sad to say but you may expect to have to lock those types of things up anywhere but Disney. And now they won't even help you. Like you wanted to waste all that time of your precious vacation to get more meds. Sorry to hear about that.

 

[kujoman]

My advice to anyone would be to write or email Disney and provide as much detail as possible on who you talked to, dates, what was said, etc.

Long story, but the short version is in 2/05 we stayed at the Poly and when making my reservation we had one issue after another with the CMs we dealt with. I am in the customer service business and believe in giving companies a chance to rectify the situation and so I talked to several managers as well. Bottom line, no one helped and they made me almost not want to go that year.

I sent a detailed email to Disney's Executive office and heard nothing for 4 months. The day before leaving to go on our trip, a wonderful woman from the Exec offices called me and told me that she didn't want to call without investigating it first. She did, and unfortunately could not provide me with a credit I felt I should get, but explained why and I was pleased that she had followed up. She ended by telling me that the manager of the Poly was expecting us and if we had any other problems, contact the manager directly. I was really pleased.

Next day, we check in and are informed that we will be staying, not in our woods view, but in a MK view! Awesome and that alone was great. When we got to our room, on the table was a basket with coloring books, snacks, you name it, and a note that said "Thank you for sticking with us and enjoy your trip." Needless to say, we were blown away and are going back for the second time since in April. I have also retold that story in trainings to our employees and to the public to probably 200 people so far.

 

[tiggersmyguy]

Wow Kujoman, 4 months! It makes my 4 days of no response seem silly. Unfortunately, we had our bad experience with our stay this past week. I did send a detailed e-mail of our problem but I most certainly will now follow up with a letter. The address they gave me is supposed to be for the executive offices so time will tell. Thanks.

 

[fla4fun]

Wow they stole your meds thats BAD! It is sad to say but you may expect to have to lock those types of things up anywhere but Disney. And now they won't even help you. Like you wanted to waste all that time of your precious vacation to get more meds. Sorry to hear about that.

I would have to concur - if you have anything with you that would be difficult or impossible to replace on the trip, it should be locked up. There are more people than just housekeepers who have master keys to rooms. Maintenance will have them, most management staff will have them, and unscrupulous people could steal them from someone who is authorized to have them. So it's not always the mousekeeper who takes things. My sister works in the hotel industry, and even as an administrative assistant to the manager of a hotel, she had a master key to the rooms (fortunately, she's one of the most honest people on the planet) - so you never know who has access when you aren't there.

 

[C.Ann]

If I have anything of value (or medications that I don't want to lug around) and everything won't fit in the safe, I put them in my largest suitcase and lock it - in the hopes that Mousekeeping (or anyone other employee) would not take a chance on exiting my room with a piece of my luggage..

So far, sa good..

 

[Charleyann]

We had some major issues with the Values this trip from mishandled keys and not receiving them until 9:30 pm and we checked in at 2:20 and ended up missing part of MVMCP! This was room for my disabled child. Roll in shower- not impressed.

Then we placed $500 on room key for myself and son. Upon checkout we received a bill for $482! Seems Movies placed our money on another room key! Said I didn't place money on my room when I placed travelers checks for the amount of $500! Man I had a receipt and stubs from those checks and front desk tried to tell me I put nothing on my room I said I ain't paying.....NO way! Took two and half hours standing trying to get it straightend out. WE were transferring to Pop Century and wanted to go to the parks and have some fun....Son's aresol machine was with luggage too and the luggage did not com until 7pm and left movies room at 8 am !

Then we get to Pop and end up in a smoke filled room Myself and child with cystic fibrosis Had to bring in air purifiers. No other rooms available as it was over New Years! Three night later it is worse. Maintainence is send to our room around 11pm to unplug vent system in bathroom and block vent with towel! My son was on a major coughing attack and I was tired and angry......

This time I put NO money on key because Disney can not be trusted to get things right

People are smoking where they are not suppose to be and my child was placed in harms way. He already had a fatal illness.......

looking for Disney to make it right by assuring it doesn't happen again!
Waiting one day so far for an answer and apology!

Charleyann

 

[ilvdisney1234]

The only time I received a response from a comment card was when Disney emailed me a survey to take based on the comments I had written. Last year I sent Disney an email complaint about the resort I stayed in and I received a phone call from Disney Guest Services directly. I was so surprised that Disney actually took the time to read email complaints and I never expected a personal phone call from them. The woman cast member who called me asked me all sorts of questions and seemed really concerned about my family's negative experience. I was extremely pleased with the outcome.

 

[Kata]

I had some issues when I stayed WL Club Level in the middle of December and emailed guest relations on Christmas to share my experiences and received an auto reply saying that someone would contact me if needed. I waited 2 weeks and then sent them another email saying that I was very dissapointed in their lack of concern for my complaints (one was security related)and I was wondering if it was standard protocol to just respond with an auto reply and nothing else? Well guess what I received after I sent that email,the same auto reply I got after the 1 st email. Sorry, I really think WDW is making enough of our money to repond quicker and more personally to its guest complaints. I am really dissapointed in the lack of customer service their disgruntled guests are receiving if I ever talk to a human I will make sure I share my opinion with them. I don't seem to have a problem getting WDW to answer calls to take my money but when they hand out the guest relations cards for you to contact with complaint there is no phone number to call only an email address that only sends out auto replys.Thanks for letting me vent.

 

[In Luv with Disney]

Wow they stole your meds thats BAD! It is sad to say but you may expect to have to lock those types of things up anywhere but Disney. And now they won't even help you. Like you wanted to waste all that time of your precious vacation to get more meds. Sorry to hear about that.

You are SO right. Boy, did I learn my lesson! I would have NEVER thought in a million years that something like that would happen. It was AWFUL. You better believe they will be locked up from now on!

 

[In Luv with Disney]

I would have to concur - if you have anything with you that would be difficult or impossible to replace on the trip, it should be locked up. There are more people than just housekeepers who have master keys to rooms. Maintenance will have them, most management staff will have them, and unscrupulous people could steal them from someone who is authorized to have them. So it's not always the mousekeeper who takes things. My sister works in the hotel industry, and even as an administrative assistant to the manager of a hotel, she had a master key to the rooms (fortunately, she's one of the most honest people on the planet) - so you never know who has access when you aren't there.

YOu are right, they should have been locked up. But I didn't even THINK anything bad would happen...I'm in Disney!!! Now I know...it's still the real world.

And just so you know, MOUSEKEEPING was the only one who entered the room that day. We had the logs checked to see EXACTLY what times the room was entered. At first, I thought it could have been someone else...but when they said the Mousekeeper was the only one who entered the room, it had to be her...or she left the door open while she was in the next room, cleaning two at a time or something.

 

[klmall]

We had a very disappointing stay at the AK in 2002 with multiple issues. I voiced my concerns at the time and followed up with a letter (not-e-mail). We received a call from Disney about two weeks later and letters later on which did resolve the situation to our satisfaction.

It took me 3 years to get my husband to return to Disney but he finally did! But, we will never stay nor eat at the AK again!

In my initial e-mail I wrote a detailed, objective list of our concerns without going overboard in anger, which I really wanted to do! I carefully phrased each complaint with a specific example. I also gave suggestions for preventing/solving the problems we had. The whole letter took me about 4 hours to write but it was worth it.

Good luck to all in your quest for resolution. My advice is to get a name and address before you check-out and write immediately when you get home.