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

[momtoBrandon&Jacob]

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!

I just find it hard to believe that in this day and age people would just leave such valuable things laying around - especially life saving meds for their children and then justify by saying "but we're in Disney World." And to top it all off, they then blame management when their things disappear. I'm sure that there are just as many unscrupulous people in Disney as there are good people.

 

[cmwade77]

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

It took about a month before I got a response, but here are some helpful tips for all that do have a bad experience:

• Document the date, time and name of each person that you speak to.
• Be as detailed as possible
• Explain why the experience was so bad
• Don't be afraid to say something made you feel uncomfortable, or angry, or such things.

We took our family to disney world as a belated Christmas Present last year in mid-August (yes we gave them other gifts, esp. stuff to plan for the trip)

We stayed at All Star Sports in two rooms, because we got a deal, otherwise we were going to go with a family suite at All Star Music.

When we first arrived both rooms stunk of cigarette smoke, even though they said those rooms were always non-smoking. They wouldn't (or couldn't I don't know which) give us different rooms. In addition the floors looked like they hadn't been vacuumed in about a week, the mirrors were dirty.

We immediately called housekeeping and they were cleaning the rooms when we left to go get some food and enjoy our evening. They assured us that they would get rid of the cigarette smoke smell, and in one room they did, but they still had not properly vacuumed (I think it must have been broken because we saw them use it when we were leaving) The mirrors were still dirty, all of this was mentioned to them daily.

The next day I asked housekeeping to remove all bedding, draperies, etc. in the other room, which they did this much at least. The floors and mirrors were still dirty.

I then talked with a lead at the hotel, as well as by calling housekeeping, still no further results.

I then emailed our travel agent, asking her for advice, she has always been great to us and helped us to the best of her ability, that day the floors did actually get a bit cleaner, but still not quite there.

On our final day we were moving everything (with a 3 year old in the group you never know what you will find where), while looking under their bed, my Dad found a bill for a group from two years previous! It was an expensive bill too, also had personal information on it. The bed was not moved in two years time.

Well, when we got home, I sent an email to Disney and our Travel Agent did the same, with names, dates & times and all of this information, they then called me about a month later, they then said they were going to send a letter that would give us 2 room for 2 nights for free at any value resort with no expiration date. We received the letter about 3 days after the phone call, along with a follow up phone call and after investigating the matter said they were planning on retraining all house keeping staff at All Star Sports (I don't know if they did or were just saying that of course). Also, the public restrooms at the resort, when we had occasion to need them, were dirty, not stocked (this is at times where the resort is not busy, middle of the day, late at night, etc.) and just an embarrassment.

All of that aside, we did have a good trip, but it would have been even better had it been as clean as I have had the rooms in the past at the other Value Resorts, but at least Disney stepped up and did something for the problem, which I was not asking them to do.

As for the stealing:
Make sure you put your valuable items in the safe, the people that work there don't get paid enough to not have sticky fingers, if you can't fit in the safe, check it either every night when you get back or every morning before you leave and report it immediately, also be sure to take a photograph of it in the room. While Florida laws dictate what the hotels may be responsible for, remember that you have other rights if you used any form of a Visa, Mastercard, etc. Some banks even give further protection, also the insurance, if purchased, would cover such things.

As for the smoke problem with the vents:
I think the problem should be fixed now, as all resorts are non-smoking, except in designated areas, as long as those areas are not near vents, and there is no reason that they should be, there shouldn't be a problem, just request a room that has never been a smoking room.

 

[KatMark]

We had a minor issue a few years back at the parks and a very minor issue at the CSR. I wrote a letter to the Executive Offices and received a phone call and a letter within two weeks regarding the park issue and the CSR issue. I also wrote to the manager of the CSR, whose name I had from previous trips, and he called me personally and also wrote to me and took care of us the next time we came to visit.

 

[Eeyore's My Favorite]

We had a very "unmagical" vacation at POP in September 2007 and upon our return I wrote a very detailed email to Disney's Customer Service. I got the automated response, but then to my surprise a few weeks after that I got a phone call from their office. The rep on the other end of the call was great, we went over all my concerns and issues and at the end of the call she offered me 2 one-day park hopper passes (with no expiration date), which I accepted and thanked her. DH & I are AP holders and Florida residents and have made numerous trips to WDW and this was the first time I was upset enough to write WDW. I was very happy with their follow up, but I did stress the fact that we more than likely wouldn't stay at POP again. And now following our recent stay at ASMu that will probably be our new vacation base. It was a great place to stay and our standard room was actually a much better location than the preferred room we were given at POP which was only part of the problem there. All in all, I'm glad I emailed them my issues and very glad that they responded.

 

[Charleyann]

Quote: "As for the smoke problem with the vents:
I think the problem should be fixed now, as all resorts are non-smoking, except in designated areas, as long as those areas are not near vents, and there is no reason that they should be, there shouldn't be a problem, just request a room that has never been a smoking room.[/QUOTE]


I was guaranteed nonsmoking. People chose to smoke in their rooms. The smoke travelled via the vents. Which Disney say is an engineering problem when built. You can ask all you want for nonsmoking room. That doesn't mean you'll get it as long as someone smokes in room connected to your vent and the smoke travels. DISNEY acknowledged a problem with vents and there is no long term solution right now. They are looking into options....

Charleyann

 

[maxiesmom]

As for the stealing:
Make sure you put your valuable items in the safe, the people that work there don't get paid enough to not have sticky fingers

I think you owe all of the housekeepers an apology! I'm sure most of them are hard-working, honest people. And to the others, it wouldn't matter if they were being paid a small fortune, they would still find a reson to steal. Celebrities prove that all the time!

 

[jamounger]

We had a very dissapointing stay at BWV in August 2006. I addressed my complaints with the management during my stay and was pretty much given the too bad answer. A week or two after our trip we recieved a survey and at the end there was a link to email customer service. I sent one off listing all our issues and told them I would now think long and hard about staying on site as my stay was certainly not worth the money paid. I had already booked and paid for a trip the end of Sept for our anniversary at CSR so was hoping for a better experience. The day before we left we recieved a call from a woman in customer service and when I told her we were arriving the next day she said to expect some magic. We recieved a HUGE gift basket, ballons and a card from Minnie on our second night. We had to pick up an additional suitcase to get all the stuff back home.

 

[LindsayDunn228]

I had a special zipper clear bag for them, that sat right on top of the sink.

NOT smart.

I just find it hard to believe that in this day and age people would just leave such valuable things laying around - especially life saving meds for their children and then justify by saying "but we're in Disney World." And to top it all off, they then blame management when their things disappear. I'm sure that there are just as many unscrupulous people in Disney as there are good people.

I totally agree.

Any medication we bring is kept locked in the safe at all times. If I had left it laying around I wouldn't report it to anyone. It would be my fault for leaving it out and in plain sight for anyone to see and/or take. I would expect nothing from WDW in this case.

A little personal responsibility goes a looooooooong way.

 

[akastitch@comcast.ne]

I love POFQ except for one thing, the buses don't always run as efficiently as @ other resorts. Each time we stay we wait as much as 45 mins or more at least twice a day. I have contacted cust service many times & always get the same rspnse, "Well what do you want us to do about it?". What do I want you to do?! How about making bus service more consistant! Her response was we can't promise anything, "if we do it for you we have to do it for everyone." I think it's nuts for anyone to have to wait 45 mins or more for a bus when they said they run every 20 mins!

 

[momtoBrandon&Jacob]

I love POFQ except for one thing, the buses don't always run as efficiently as @ other resorts. Each time we stay we wait as much as 45 mins or more at least twice a day. I have contacted cust service many times & always get the same rspnse, "Well what do you want us to do about it?". What do I want you to do?! How about making bus service more consistant! Her response was we can't promise anything, "if we do it for you we have to do it for everyone." I think it's nuts for anyone to have to wait 45 mins or more for a bus when they said they run every 20 mins!

45 minutes?? Last time we stayed we never waited for more than 10. I think one time coming back from AK we waited about 25 mins but that was the most we ever waited. We were there in April and it wasn't a busy time so I guess it all depends on when you go.

 

[StephenKay]

Hi there,

We a party of eight arrived from the cruise to spend a week in the VWL in 2x1bdrs rooms, this is my home resort in DVC and convinced others to join us on vacation. Check in fine, then at the room only to find the pool being dug up with jack hammers and out of bounds for the whole trip, further to that my wife was changing in the bedroom only to find the maint guys looking back at her from a high rise crane. Poor guys nearly fell off the thing, there still receiving counselling. The noise and everything else was too much, really bad, the china cups were clinking in the room it was that bad, we were in a room that was very close to the pool area. Anyhow I asked to be moved, no joy ,problem was our friend who needs a roll in shower. The manager offers Contemporary the Coronado Springs, SSR and others, all the same problem with no HA rooms. This was taking ages and I said look, lets settle this we will not eat in our rooms like we had planned, so thet gave all 8 of us the DDP free for a week, a room credit of $480 each room, then a basket of fruit arrived from Mrs Gallagher the WL Resort manager, lovely lady. We spoke at length, basically it was her decision not to mention that the pool was being replaced due to maint concerns, henced we did not know this or we would have changed resort prior to arrival. Then on our last day they gave us all a days park hopper for our troubles.

I think I was listened to and that my vacation was made better for the nice meals out at the restaurants.

Disney listens sometimes.

 

[SINYMom]

I was actually wondering how others have had their complaints handled so this is a timely thread. What's sad is how fast the posts are coming in, or maybe not so fast as so many people go to Disney.

So, my story, my unresolved to date story.

Stayed last August, left clothes in the dryer, called from home next day. Spoke with a few CMs, got transferred to a few more, actually got a cell phone number from another. However, I didn't get a replacement shirt for my son as promised and, I don't get any return phone calls.

This was one of two issues, the other had to do with an injury my son incurred in the CR, stitches, wheelchair the rest of the vacation and, no more pool and definitely no water park. Of course it was the first time we upgraded and added water parks to our tickets, they just didn't get used.

As we are now planning our next vacation for August, I sent an e-mail to Disney, got an e-mail back with note saying my issues were being 'investigated' and yes, I did give them the CM's name and cell phone number. Have I heard back since then, no, nothing, nada, zip.

I will wait a little longer, but not much, it's already a few weeks since I received a note saying they are looking into it.

Thanks for the thread, I really needed to share that.

 

[JamiT]

We went to BC in September and we sprung on a 2BD suite wit concierge to celebrate DH & DS bortdays and my parents 40th anniversary. When we arrived it was nice - greetings from concierge, buttons, flowers etc. When we got to the room I really needed to get my son down for a nap and there was no package from ABBF. Called the luggage room and they said it never came. So I called ABBF and he said he delivered it the day before, described to me WHERE in the luggage room it was and what color tags. (keep in mind I just put a call on my bill for this) Call back to luggage room and say yes you do have it and here is where it is - he says ok we will send it to you. Didn't even go check or anything - no apologies. SO 45 minutes later and a SUPER cranky 2 year old it shows up. I also asked for bed rails and those wren't in the room either. Told concierge and it took 2 hours to show up.

The next day we hit MGM in the morning until about noon. Head back to the room and it is being cleaned so we hang out in the room she is not in and I tell her to work around us. I need to feed Dylan and get him down for a nap so I need her to clean the master BD where his crib is. So she LEAVES for like 30 minutes. Seriously - she is standing outside my room chatting with some other guy. At this point we are in meltdown mode. She comes in and out but doesn't get to the room. OK lady are you cleaning or WHAT??? It takes 2 HOURS!!! We even say something to her.

At the time she finishes I go to put Dylan down and there are 2 lizards on his crib. Did I mention I don't like reptiles of any kind? I realize they are all over Florida but they don't need to be in my son's bed. So I call and ask if someone can come help catch these and am told yes. Another 2 HOURS goes by and no one comes. Seriously - am I in a suite??? So DH and my dad move furniture (heavy furniture) and catch them. Son finally takes a nap. I am supremely pissed at this point.

I go talk to the front desk and get a useless manager to tell her about the situation and she almost laughs it off. Tells my mom and I to get a glass of wine in the concierge area and shake it off?? I am sorry what did you just say to me??? I am pretty good about getting my point across but NO ONE needed to hear me go off on this woman. And I am amazed at how you are ignored when you aren't having a "magical" day and want to talk about it. She offers to buy us dinner that night. And tells me my room will be cleaned everyday at 9:30 to not interfer with my son's nap. And the room was only cleaned 1 day at that time. The other days we came back at noon to a dirty room still.

That night at 9:45 someone starts using a GAS powered leaf blower right outside our room. (we are on the first floor by the quiet pool). Hello, my son is sleeping and it is almost 10 pm??? Mike calls the front desk and they are less than nice to him saying we are in a room by a pool so we should expect some noise. WHAT?!?! Landscaping at 10 pm???????? So then they put him on hold for 15 minutes and NEVER come back to the line. So I call back and ask for the manager for which I get the run around. Some manager of housekeeping calls me back and was very nice. He was very apologetic and said it was his fault for not being clear with the contract company doing the work. Great but that is your problem not mine and by the way my 2 year old who didn't sleep all day is now awake.

Then on Thursday when we got back to the room and I walked into the MB the entire carpet was soaked - about a 4 X 2 foot section. Seriously when you walked on it water came up and it squished. It was right next to the bed. So I called engineering and they said someone would come right away becasuse the water kept coming. So 2 hours later - NO ONE HAS COME. Again I have to get Dylan down for a nap in THIS room. I march to the front desk and ask what do I need to do about the flood in my room that I called about 2 hours ago? Again not really nice to me at the desk. A guys shows up 10 min later to tell us it's not our air co and maybe upstairs and he will check. Never comes back to tell us and the room is still flooding. So I finally get my son to nap on a big bed in the other room (I don't like doing this because he is a maniac in bed and rolls all over). That night we come back to a HUGE industrial fan blowing in the room which freaks my son out and he cries. We had it in there for 2 days to dry out the carpet.

So upon my return I send the above information to my travel agent. And then I call the general manager of BC/YC and speak to his assistant. Within 24 hours I get a call from another GM - Operations & Guest Relations. So I spend an hour walking him through our saga and he does see that some of these issues were logged into the system and left unresolved. He apologized profusely and offered to reimburse part of our stay or take "care" of us on our next scheduled visit which was in Dec to make it up to us. The short of it is we went back to BC instead of WL and he put all of us (my parents came back too) in the presidential suite for our entire stay. Picked up MVMCP tix and park tickets. When we arrived he met us personally and took very good care of us.

I am sorry to hear about the lack of response others have felt - it definitely takes away the "magic" you feel. We would go back to the BC again. We would never have the opportunity to stay in a presidentail suite and get treated like royalty. The expression on my parents' faces during this trip was priceless. I still get emails from the GM checking in with me.

Sorry for the long message but thought you should know it all!

 

[rparmfamily]

So upon my return I send the above information to my travel agent. And then I call the general manager of BC/YC and speak to his assistant. Within 24 hours I get a call from another GM - Operations & Guest Relations. So I spend an hour walking him through our saga and he does see that some of these issues were logged into the system and left unresolved. He apologized profusely and offered to reimburse part of our stay or take "care" of us on our next scheduled visit which was in Dec to make it up to us. The short of it is we went back to BC instead of WL and he put all of us (my parents came back too) in the presidential suite for our entire stay. Picked up MVMCP tix and park tickets. When we arrived he met us personally and took very good care of us.
!

That's AWESOME!!!!!!!!