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

[EnnEss]

I emailed them regarding how they do their corporate discounts and if you get one you cannot purchase the meal program. I found that counter intuitive as it would still keep me there. I wasn't really complaining in hopes of a reversal of policy, I wrote pointing out the mistake they may be making unless they lost money on the meal plan, just asked they consider it in the future.

To my great shock, someone phoned me, that person transferred the call to someone in another department and had me explain the entire thing. They said thank you for the input, do I want anything. I couldn't think of anything, said no and thanked them for their time. When I got to the CBR and checked in there was 2 big mickey bags, like the beach bags, full of various disney cookies, candies, some very nice cheese, crackers, oysters I think, a bunch of consumables basically. The bags were free as well, they were great for our visit to the beach outside of Tampa. There was a little note repeating what they said, they appreciate the input, etc.

I was amazed, too often you ask companies about policies that don't seem to make sense, even from a make money point of view, they listened and actually seemed to want to hear it, then rewarded me, despite me asking for nothing! I think the turn around time from my email to them calling was a week.

 

[rparmfamily]

A friend of mine had a major problem at Carribean Beach and actually posted here (where she was called a troll, LOL.) It took a few months but it was resolved in her favor.

I think I recall it took maybe a few weeks to really talk to someone.

 

[kaytieeldr]

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.

But NO emotion, no excess wordiness, and no "I'm never coming back AND I'm going to tell the world how bad things are" threats. Just details, facts, and - if you've got 'em - names and times.

 

[tiggersmyguy]

I had e-mailed Disney with our problem with a stay at BWI the day after we got home. I followed up with a letter with a copy of my e-mail attached about 10 days later. The same day I mailed my letter, I received a postcard from the BWI asking me to do an online survey. I expressed my great displeasure with our experience. About 4 days later, I got a phone call from a very nice lady in the executive office. She said she was calling about my e-mail and would I please explain what exactly my problem was because they had no record of a problem at BWI. We had pest problems and apparently when I was told they would need to exterminate our room they never did and also never logged it in to the maintenance system either, therefore, no record of a problem. I was asked to send her copies of our tickets (?) which I did. She called me back about a week later and apologized for our inconvenience,she was the first person who did. She told me that since there was no record of our problem she would have to take my word for it and they will be refunding me 25% of a one night stay. I'm still not thrilled with my BWI experience and unfortunately would never stay there again. I am pleased that Disney did try to step up.

 

[seashell]

It took me about 2 months to receive a phone call. They were nice enough to give 3 of us 3 day passes for a return visit for our inconvenience.

 

[Alicnwondrln]

yeah I have been to wdw 28+ plus times
I complained once and now avoid that resort
they did fix the issue when they had the chance or after the fact

 

[TinkRockz106]

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

Ive never had to complain to disney .

 

[moepanz]

subbing

 

[Disney Padawan]

OP, I would surely write a detailed letter to every address I could find, good luck!

This is an interesting thread, I wonder which resort gets the most complaints?

 

[murphnjamie]

I did send a complaint in just recently. I was upset because I got one of the 40% off codes for a deluxe room but couldn't use it because it had my father's name on it. I emailed them on how disappointed I was especially since I was trying to go for our 10 year anniversary and it was in one of the time frames.

Well, about 5 days later I got a call from one of the CSR leaders who changed the code to my name and gave me her direct line to contact her if I need anything. So, I guess I now have my own personal agent.
Needless to say I booked with her (though now I am not sure if we should stay at the Wilderness Lodge or the AKL)

It was nice for them to call me. I honestly didn't expect it with the volume of people they deal with on a regular basis. But it sure was nice!

 

[MainStreetFireman]

We e-mailed a RAVE review about our stay at the Poly a few years ago. We gave them details about the wonderful CMs we encountered (named names) and how magical our stay was.

We received an e-mail response within a few days, and a phone call within a week from a manager thanking us for our feedback.

Guess they don't get too much fan mail!

 

[RussellDisney]

We lodged a complaint via email concerning the HUGE crowd at the MVMCP we attended in mid-December. We got the autoresponse, then a specific response a few days later. I gave them our confirmation number from our MVMCP ticket purchase and a few days later received a phone call from executive offices. We had a nice discussion and we each understood where the other was coming from (BTW, I wasn't mad and demanding all sorts of compensation, I just really wanted them to know how crowded it was and how dissappointed we were.) In the end, we were given "front of the line attraction passes" for two separate attractions for all members of our party. They gave me a confirmation number and all I need to do is visit guest relations at Epcot (the park at which I chose to have the tickets made available) on my next visit. This was very nice and not expected. They made a point of trying to, as they put it, make up for our lost time and diminished experience due to the crowd conditions. Very nice - thanks Disney!!

Also, I sent a separate email at the same time as the one mentioned above to compliment several CM's at Epcot on a wonderful experience during a medical issue with our son. I got the autoresponse, but nothing else.

I try to be fair and compliment often and complain only when necessary!

 

[momtoBrandon&Jacob]

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.

I agree. I do not think Disney should be responsible for items left in your room that have gone missing. You do not have proof that they were stolen by mousekeeping or anyone else. If I were traveling with something so important, I would have definetely kept it locked and hidden. Disney cannot be responsible for every item that gets misplaced in your room - unless you have absolute proof that it was stolen and by whom. Sorry, don't mean to sound insensitive but that's just the reality of it.

 

[calgarygary]

I agree. I do not think Disney should be responsible for items left in your room that have gone missing. You do not have proof that they were stolen by mousekeeping or anyone else. If I were traveling with something so important, I would have definetely kept it locked and hidden. Disney cannot be responsible for every item that gets misplaced in your room - unless you have absolute proof that it was stolen and by whom. Sorry, don't mean to sound insensitive but that's just the reality of it.

Actually in this case I believe that Disney should be responsible because a check of the logs indicated that only the housekeeper entered the room. It was either through her negligence (leaving door open) or direct action that the items were stolen.

 

[Charleyann]

I sent Disney an email about the smoking problem we encountered at Pop and how it travelled via the vents. Explained that mantainence had to come at 11pm and and block off the vent with a towel and unplug the vent.

We explained our son's illness and how smoking could seriously place my son at risk. They also said with us, it wasn't a case of not liking smoke but the potential harm it placed our child in....

I think it big on Disney for admitting the problem with the vents due to smoking. They didn't sugar coat it and did not say it never happened. Also admitted they couldn' guarantee it wouldn't happen again becasue of problem with vents. We agreed it wasn't a place we could be comfortable taking my child back too and that they are looking at ways of fixing the problem. Be it, not short term fix.

They gave me back a good size protion of what we payed for the rooms while at Pop Century. They apologized and said not all resort experience the same vent problem!

Good on Disney for taking ownership!

Charleyann

 

[jngwright]

Actually in this case I believe that Disney should be responsible because a check of the logs indicated that only the housekeeper entered the room. It was either through her negligence (leaving door open) or direct action that the items were stolen.

I think what momtobrandon... was trying to say is that there is no way to PROVE that the meds were there in the first place. In this case (missing meds) it is one persons word against anothers.
I have never had anything taken from a hotel room-at WDW, or anywhere. It's hard to believe that people would steal at a hotel when it would (you'd think) be so easy to track! But, unfortunately, I know it DOES happen!

 

[maxiesmom]

Actually in this case I believe that Disney should be responsible because a check of the logs indicated that only the housekeeper entered the room. It was either through her negligence (leaving door open) or direct action that the items were stolen.

The problem is that whoever occupies the room has to prove that they had what they said was stolen. Which is all but impossible to do. There are too many unscrupulous people out there who would claim they left grandma's diamond ring on the table, and they need to be compensated because housekeeping MUST have taken it. Its a shame, because it makes it so much worse for people who ARE honest, and who DO have stuff taken.

As far as the smoking problem at POP, I am really reconsidering staying there. If they cannot guarantee a non-smoking/ non smoke filled room, then it is no place for me and all of my allergies. Which is sad, becuase it looks like such a fun resort!

 

[tripplanner2]

We had a horrible stay at CSR back in August of 2006. On our arrival day the computers had crashed and anyone who checked in that day had to recheck in the next day and move rooms. I know that can happen anywhere and technology, blah, blah, blah. From there we had several issues. Our room was ALWAYS dirty. Mousekeeping did a terrible job. They did not refresh our towels or coffee or any other item in the room. I think she would make the bed and that was it. We had things stolen. It was one thing after the other and it got to a point where we joked about it and looked forward to the disaster we would find in our room after touring the parks. When we got home I did send an e-mail just to inform upper management of what was going on. They had all our phone calls logged and they reimbursed us 10% of our total package. It was bad though, no towels and dirty toilet. Just gross. It took about 2 weeks for them to get back to me but they did what they could to make things right. We went back the following year and are planning another trip for this year. Of course never again to CSR, we like Pop much better.

 

[calgarygary]

The problem is that whoever occupies the room has to prove that they had what they said was stolen. Which is all but impossible to do. There are too many unscrupulous people out there who would claim they left grandma's diamond ring on the table, and they need to be compensated because housekeeping MUST have taken it. Its a shame, because it makes it so much worse for people who ARE honest, and who DO have stuff taken.

As far as the smoking problem at POP, I am really reconsidering staying there. If they cannot guarantee a non-smoking/ non smoke filled room, then it is no place for me and all of my allergies. Which is sad, becuase it looks like such a fun resort!

In the particular case of In Luv With Disney, the issue would not be difficult to prove, especially as Disney security and POP management were involved. Both also apparently accepted liability which further increases Disney's liability. However, Innkeepers in Florida are protected under statute and trying to get more than nominal compensation will likely incur too high an expense to justify seeking proper compensation.

 

[belle&sebastiansmom]

We had a bad stay at Yacht Club in December 2006. Several letters and complaints while at the resort all went unanswered. The room was filthy. Upon our first day of check-in there were dirty washcloths hanging in the shower and bunched up wet towels on the floor. The floors desperately needed to be vaccuumed. Our second night, there was no hot water. We called around 8:00 that evening, ended up taking cold showers, and at 2:00 IN THE MORNING maintence comes banging on the door wanting to check out our water problem. With a three year old sound asleep, I was livid. The worst was just the attitude of the staff. The bellhops and conceirge's were rude and constantly overheard talking bad about the guests. They were of no help and were always "cutting up," laughing loudly with each other and playing around, even if several guests were standing around the desk waiting to be assisted. After witnessing the way the staff behaved, it doesn't suprise me that we never had any response about our complaints. We won't go back to the YC and expected a much different experience from a deluxe resort.