I'm curious what you think of this PR move...

[bonnielynn]

O.K.- we all know the customer relations side of Disney has been lacking lately .... I just got a call today from some bigwig at Disney guest services who said she received my Email regarding some "unmagical" things that occurred during our last trip at the Polynesian. Basically- I found some junk under the bed and just threw it out and housekeeping pretty much was nonexistent- but the biggie was when my toddler found medication (I later found out it was a sleeping pill) next to the nightstand that was NOT from us. I brought it to the front deskin a ziploc and the guy said "what do you want me to do with it?!" I was floored by his rudeness and not wanting to ruin our trip- I just walked away. Of course, now I know I should have asked for a manager.... needless to say, sorry this is so wordy.... the message from guest relations said they apologized for any problems we incurred and would be sending $10.00 Disney dollars to us as a sign of good will. I can't believe a measly ten bucks is all they can do- I don't even want $$$- how about an apology from the jerk at the front desk? (I included his name in the letter) or maybe a complimentary dinner for our next visit (which would probably cost them LESS than ten dollars! Anyway, she left a call back # and I don't know what to say if I even bother to return the call... I am actually insulted.
Am I overreacting? Flame suit is on so fire away!

About 14 yrs ago on our first visit to Disney.. my then 3 yr old was knocked by Goofy.. actually goofy was skipping up the street when my son went running to him (couldn't get him quick enough) and goofy kneed him in the mouth (busting it), knocking him backwards and hitting his head.. I was very upset and no one even walked us to the infirmary or checked on us to see if he was ok. I too wrote a letter to disney and never received an apology, but an autograph picture.. Now Disney should know better.

Needless to say we still visit Disney.. but the funny thing is my son hates goofy to this day... !!

 

[Troy08]

If the child had swallowed the sleeping pill and had a terrible reaction and ended up in the ER, it would have cost Disney a heck of a lot more then 10.00. They handled the situation very poorly and I agree, the 10.00 was an insult.

I know that mistakes happen but when meds of any kind are missed by mousekeeping, it just sets the stage for a potential disaster.

I would have insisted at the time that an incident report be filled out, signed and witnessed. Documentation is always your best friend.

 

[lizanne]

A few years ago we had a problem with an operator on the 'ROCK N ROLLER COASTER". We've been going to WDW for many years and I've never encounter such a rude CM. We asked to speak to the ride supervisor but he/she was nowhere to be found. As we left the area (never went on ride) the CM actually yelled something at us.

We stopped at Customer Service leaving MGM and I must say they were very nice. They offered us free passes and dinner. My husband said all he wanted was an apology from the CM. They didn't think that would be forthcoming, so my husband said fine - I'm just going to report this to (I can't remember who but must have been someone important).

Well, the only thing my husband thought about the rest of that trip was getting that apology. There were may calls between MGM and our room. Nothing, other than an apology from that CM, was going to make him feel vindicated.

The day before we left he informed them that if he didn't have it by 5:00 that night he was writing the letter.

Well, he got the hand written apology and I guess it made him feel right. It did nothing for me. He was miserable the entire trip, spent most of the time in our room, and I went to the parks by myself.

Sometime you have to accept the apology from Customer Service and hope that they will take care of the matter with the CM

 

[Sammie]

I'm sitting here wondering why the pill was even there.. Don't they vacuume the rooms anymore? If they had, the pill wouldn't have been there..

They vacumn, they use upright cleaners that depending on where the pill was located near the night stand the vacumn would not get to it.

 

[C.Ann]

They vacumn, they use upright cleaners that depending on where the pill was located near the night stand the vacumn would not get to it.

------------------

Do they vacuume with their eyes closed? I tend to look where I'm vacuuming and if I see something that the vacuume doesn't catch, I bend over and pick it up..

 

[skiwee1]

------------------

Do they vacuume with their eyes closed? I tend to look where I'm vacuuming and if I see something that the vacuume doesn't catch, I bend over and pick it up..

I don't know about many other resorts but it was downright impossible to find something that fell in between the beds and the nightstand at the Poly. I don't know how many times I had to either drag the nightstand out away from the beds or get down on my hands and knees with a flash light to find the various junk DD dropped beside it. I don't expect the maids to move furniture every time they clean the room. I can see how a pill was easily missed.

 

[C.Ann]

I don't know about many other resorts but it was downright impossible to find something that fell in between the beds and the nightstand at the Poly. I don't know how many times I had to either drag the nightstand out away from the beds or get down on my hands and knees with a flash light to find the various junk DD dropped beside it. I don't expect the maids to move furniture every time they clean the room. I can see how a pill was easily missed.

------------------------

I don't expect them to move furniture either, but I got the impression from the OP that it was not behind the nightstand, under the bed, etc.. If the OP didn't have to go searching for it, then it was in "plain sight"..

 

[Reppstir]

since you asked, yes, you over-reacted. What exactly WAS the desk person supposed to do with the pill?
Get over it, and stop trying to extort comps from WDW when no harm was done. YOU are the reason prices are so high!

 

[C.Ann]

since you asked, yes, you over-reacted. What exactly WAS the desk person supposed to do with the pill?

--------------------------

Maybe pass it on to the head of housekeeping with a note that the maids should be more careful when they're cleaning the rooms?

 

[skiwee1]

------------------------

I don't expect them to move furniture either, but I got the impression from the OP that it was not behind the nightstand, under the bed, etc.. If the OP didn't have to go searching for it, then it was in "plain sight"..

The OP said it was beside the nightstand. That is also where all of DD's junky toys ended up where I still had to move the thing to find them or use a flashlight. Those beds at the Poly are crammed right up against the nightstands. They are so close that I even took a travel pillow and wedged it in between the bed and nightstand so DD didn't split her skull open on the corner of it if she rolled over as she slept. Sounds like the OP's toddler was crawling around doing what kids do and came acrossed it.

 

[C.Ann]

Those beds at the Poly are crammed right up against the nightstands.

--------------

Ahhh..now I see.. I've never stayed at the Poly but assumed that "more" money meant "more" room..

 

[RescueRanger]

since you asked, yes, you over-reacted. What exactly WAS the desk person supposed to do with the pill?
Get over it, and stop trying to extort comps from WDW when no harm was done. YOU are the reason prices are so high!

With posts as idiotic as this, it's a good thing you have only made 9 in 3 years.

 

[minnie61650]

I think this thread has just degraded from helping the OP with this quote.

With posts as idiotic as this, it's a good thing you have only made 9 in 3 years.

Linda

 

[nanalisa]

since you asked, yes, you over-reacted. What exactly WAS the desk person supposed to do with the pill?
Get over it, and stop trying to extort comps from WDW when no harm was done. YOU are the reason prices are so high!

I don't think op was trying to extort comps. She didn't ask for anything except for someone to say they were really sorry that happened and would mention it to housekeeping. The person at the desk should have taken the pill from her to show management.

I don't think OP is the reason for WDW prices skyrocketing, and it was unkind to suggest it.

 

[safetymom]

Please watch your comments or this thread will be closed.

 

[Mainestreetpixie]

I wouldn't blame what happened to you on the Poly. Check in isn't really until after 4pm whether you were already in another resort or not.

Check in for all resorts is 3PM and 4PM at DVC properties

 

[skiwee1]

Check in for all resorts is 3PM and 4PM at DVC properties

I stand corrected but it is after 3pm. I just pulled my confirmations for both the Poly and the CR for my upcoming trips and they both state after 3pm. At the Poly we have only once gotten our room at 3pm. All the other times it has been closer to pm and as late as 5pm.

 

[DisneyMomx7]

I think its bizarre that posters are saying that anyone could overlook a pill, yet the child found it. Well when we were at the GF my DH found a Pez dispenser (not quite as tiny as a pill) under our bed. The funny thing was our kids didn't have any pez dispensers. I do think that when someone is checking out/new people checking in they should look under and vaccum under the beds. We were sorely disappointed in mousekeeping this trip. We complained three times and send a letter when we came back. No we are not trying to extort comps and didn't ask for anything but certainly think Disney should be made aware of how mousekeeping is slipping. I too would be insulted with 10 Disney dollars - they are the ones making your feel that you are trying to get something for nothing and they are paying you off with $10 - what a joke.

 

[Bob NC]

since you asked, yes, you over-reacted. What exactly WAS the desk person supposed to do with the pill?
Get over it, and stop trying to extort comps from WDW when no harm was done. YOU are the reason prices are so high!

I seem to be somewhat of a magnet for bad things happening to me at hotels. When something happens I'm not looking for "freebies" in order to help out with my budget. HOWEVER, IMHO, I find that hitting them in the wallet is the ONLY way for them to sit up and take notice. An apology from a desk person or supervisor is their easy way out, they then can forget the problem and take no action to fix it in the future. In my mind, if I hit them up for a free nite, free meal, etc., maybe someone will notice when they are looking at the list of comps they have given out. Hopefully a manager would look at a comped room, ask why, and take some action.

I believe the OP was not looking for a 'freebie' for the sake of saving some $$$$, but rather, to maybe make someone take notice and fix the underlying problem.

 

[jarestel]

Not making excuses for anyone involved, but can you imagine how many people go to the front desk on a daily basis to voice displeasure about one thing or another? I'm sure the CMs become somewhat jaded when it comes to dealing with these issues after a while, not because they are lacking in "magic", but just from the sheer volume of complaints they hear day by day and week by week. I'm not saying that guests shouldn't raise issues, they certainly should when they feel something needs the attention of the resort management. But after a while, I would think even Mother Theresa would have a bad day from time to time working the front desk of a Disney resort.

Save the disney dollars for your child. He will probably think they are pretty cool someday!