Interesting change at guest services

[PIRATEGIRL007]

While this is a great new policy it is really going to spoil my plans to demand my GF Castle view suite when I drop my Mickey Bar on the pavement next month.

 

[A Mickeyfan]

Glad they are doing this! It gives you the confidence that something will be accomplished due to your imput.. and that it isn't just going into that "oval file" ... and while they are taking our ID, we need to remember to take down their names too.. this way when we they do the follow up (if in deed they do).. we have the name of who we spoke to when we lodged our concern....so we can also give a positive statement as well (that is providing our concerns were handled in a positive way )

 

[mackay_j]

I hope that if someone has a real complaint and has already complained before they will still be listened too.

We have made 3 complaints in the past all very serious ones (or potentialy so).

On 2 of these we turned down the offer of comp as that was not why we complained nor in truth would it have help ease the situation

1. mum was bitten by a squirel in MK (drew blood and was hanging from her finger until a kind CM ran over and hit it off). She went to first aid and was told ' "well they were here before disney"- we asked if there was anything she needed like a tet shot but was told no. Only several months later after our return to the UK did we find out about the potential rabies risk- so we complained to disney and explained that not all guest know about rabies risks as we do not have it in our countries.

2. diabetic DD was given coke in a restuarant we called server over and stated that we thought it tasted like real coke not the diet she had ordered. he assured us he had poured it himself, and we never usualy have fizzy drinks expt on hols we thought well as he poured it he'l know. But after drinking a little more my dd insisted that it did not taste right so we reasked (and ordered another drink just in case). 20mins later my dd did a blood test and the waiter saw her do this, at this point he came running over and grabbed the coke saying he now thinks he did mix them up. I was really really cross. So I complained to the manager trying to stress how dangerous that could be - They offered her meal for free - We declined the offer but refused to tip the waiter, the manager then spoke to us abruptly saying that we should have accepted her free meal and then still tipped the waiter as he had still served the rest of us OK - my blood was boiling at this point, as my dd sugar levels were rising higher than normal due to the 1/4 glass she had taken before we changed her drink. So we left and went staight to guest services, in the hope that they could take over and get through to the resturant staff how important this could be.- Again we declined any comp - that was not my point.

3. Bad bad room at PQR - not clean (still had others stuff in drawers) mess in and around loo and rubbish under bed. It was very late after 10.30pm on NYE and we reported it to front desk no other rooms free, they said they would sort it while we went to poly to watch NYE fireworks. Got back very tired at 2.00am -not done , phoned but no one able to come until morn but they did get me bleach for me to clean the bathroom as we could not have used it!. Tried again on the 1st and waited until 11.30 no one came - had ARD to go to, front desk said they would sort while we were away- returned after parks to the same mess . On the 2nd we had to wait until a manager came in at 12 ish . He couldn't believe the room - we had small kids clothes a very large womans nightware but no small kids and I'm not thin but that gown would have fitted me and my teen girls at once. loads of sweets/ mess under the beds . Then I showed him the bathroom photos and the photos of the bin (we emptied) when we arrived with nappies in it- I swear he went grey. He insisted that this was because of temps used over the new year hols and that no room manager had been on duty- he was on hols and the other one had gone off sick. We WERE compensated 2 fast passes each to make up for the time we had wasted waiting for non existing cleaners to show up - then we got half the 2 nights room cost back.

Then on our return home to my surprise I got a letter from a head office somewhere, givening us 4 3 day base tickets for a future visit. This was a nice touch and in truth did make us go back as we probably would not have stayed in a disney hotel again after that new year visit.

 

[Cheshire Figment]

These are all very valid and legitimate complaints.

But the problem ones are those who after a few hours in the Park demand a refund because we can't control the love bugs, or I have had people at Typhoon demanding a refund because they could not a lounger (we have over 4,00 of them, but capacity is over 9,000).

Or the person who, when I worked at Indiana Jones, complained because I would not let the family of five in after the managers said we were at absolute capacity and told me that they could not do the next show or they would miss their flight home. (I did politely mention there had been five earlier shows that day which they could have gone to, but that upset him even more.)

 

[maxiesmom]

I hope that if someone has a real complaint and has already complained before they will still be listened too.

We have made 3 complaints in the past all very serious ones (or potentialy so).

On 2 of these we turned down the offer of comp as that was not why we complained nor in truth would it have help ease the situation

1. mum was bitten by a squirel in MK (drew blood and was hanging from her finger until a kind CM ran over and hit it off). She went to first aid and was told ' "well they were here before disney"- we asked if there was anything she needed like a tet shot but was told no. Only several months later after our return to the UK did we find out about the potential rabies risk- so we complained to disney and explained that not all guest know about rabies risks as we do not have it in our countries.

If it helps at all, the risk of getting rabies from a squirrel bite is very very small. I asked about this very thing not too long ago and my dr told me the risk was almost zero.

I have to ask, how did the squirrel get on your moms finger? I've never seen them aggressive enough to attack a guest. Sounds scary!

 

[sandydog]

The squirrel complaint is just funny! First thing, leave the critters alone. They're wild animals even if they are very comfortable around people. Still doesn't mean you should try to feed them. Your mom was trying to feed it, right? It's really cool when you can do that but you really shouldn't. They need to fend for themselves so they don't get used to easy pickings from people. Too late for these squirrels, but you get the idea. Oh, and don't try that with a bear in a US national park.

If you do decide to feed the critters, you should expect to get bitten. They're not used to people fingers so to them your finger is just as good as a bite of people food. They don't know the difference or how to guestimate where your finger stops and the food starts.

Good to see them tracking complaints as well. I can't stand it when people complain about stupid stuff or something that was their fault and expect to be compensated.

 

[mackay_j]

The squirrel complaint is just funny! First thing, leave the critters alone. They're wild animals even if they are very comfortable around people. Still doesn't mean you should try to feed them. Your mom was trying to feed it, right?

No she was sitting down near the area that snow white ride was in, we were all eating icecream, and my mum hates it and only eats healthy stuff-in this case some sort of fruit/nut bar- lol- so much for healthy, she got muged by a squirrel, best bit was some young kids were looking and laughing and my mum was trying to hide her finger from the kids as the blood was pouring out so not to scare them or put them off squirrels for life .


The following Xmas we were back in orlando- so for her xmas pressie my girls made her a squirrel protection kit which included gloves, plastic water gun and vouchers for icecreams for all park visit days.

not worried about the rabbies risk now as it was 9 years ago, but our doc did say that she should have had one at the time

 

[ginnygi]

They track you no matter whatWhen I booked my first trip for my kids under my married name, they found me under my maiden name(without me telling them) and linked all my trips together. They told me my history of stays. I figured this out after my mom's phone number appeared on my ressie confirmation. I was told by the CM I questioned how they would know so much about me under my married name and she said they call it an 'in-house' system.

Uh oh! This actually makes me a little sad. My mother has gone with us in the past, twice actually, and she was included in our reservation, so her name is probably linked to ours in the system. Same with my m-i-l. Problem is my mom is just like the other poster's cousin. She complains about EVERYTHING everywhere she goes and she always "demands" free stuff. It is ridiculous and completely embarrassing. I hate it. Well she was at AK a few weeks ago, on a trip that she took on her own. She was "furious" because of the crowds in May, and wouldnt stop arguing with them until they gave her a free one day ticket to come back again. Which she plans on using in Feb when she goes back with us. A few years back my mother in law actually tripped leaving MK after the fireworks at the end of the night and was semitrampled by the crowds. My mil is not like my mom. It was an honest mistake and completely legit. Anywho Disney ended up letting her use an electrical scooter the next day free of charge. I remember them taking her id ect. My point is, add the two incidents together and I am worried that if something happened to us on our trip that was a realy honest problem, they will see these past events and think we are trying to take advantage of the system. I am thinking of leaving my mom behind after all...

 

[Chellymouse]

In 12 years, we've gone to guest services 1 time and that was last spring due to an extrememly rude CM. We were at DHS (on opening day of SWW and with all of the crazieness with George Lucas there). DH and I were online to see Donald as a stormtrooper and we were letting families go ahead of us (Jedi Mickey) was out and the CM actually yelled at us that we "couldn't do that" DH was so mad (I won't repeat what he said) that we left the line and went straight to guest services. The CM was at guest services was very nice and in all honesty, we were really hoping that there would have been some way for DH to see Donald and instead insisted we take vouchers for ice cream. She had to force the issue and actually put the vouchers in DH's bag, but we were still ticked. I understand that it's kind of silly for 2 grownups (knew we should have "borrowed a kid from another guest" ) but I would have been much happier with that. I'm glad they track people who try to get something for nothing because quite frankly, the rest of us pay for it somehow.

 

[book_junkie]

OK, so I have what is probably a stupid question.... What if you don't HAVE your photo ID? I do because we rent a car instead of using the buses and I'm the designated driver, and my mom does because she takes everything in the free world with her. My husband would in case I couldn't drive. We're good.

But Disney works awfully hard for you to leave everything behind once you're on property... If you have your KTTW card (and possibly a spare charge card) you don't NEED anything else. So what happens if someone doesn't have their ID?

 

[vicki_c]

OK, so I have what is probably a stupid question.... What if you don't HAVE your photo ID? I do because we rent a car instead of using the buses and I'm the designated driver, and my mom does because she takes everything in the free world with her. My husband would in case I couldn't drive. We're good.

But Disney works awfully hard for you to leave everything behind once you're on property... If you have your KTTW card (and possibly a spare charge card) you don't NEED anything else. So what happens if someone doesn't have their ID?

This doesn't answer your question, but it's always best to have your ID with you even with your KTTW card. If you would lose your card and need to go to Guest Services to have it replaced, or some other reason you would have to go to Guest Services, you will most likely be asked to prove who you are.

I always carry my KTTW card & my license at a minimum. DH too.

 

[Missyrose]

I can add the chorus that when we had to speak with guest services about something in 2010, they took my name and address and typed it into their computer. So I don't believe OP's news is actually a new development.

 

[Flagondry]

That makes logical sense. Hotels do this in-house, too. There is a section in most reservation systems that allow you to flag pain in the butt customers. Some allow you to write whatever you want about them.

When a customer calls to make a reservation, if they use the same name or same CC as their last stay within 10 years it will pop up the flag. Then hotels seem to suddenly find themselves "full", or are they are far less likely to offer a free upgrade, or assign a room that they know is often preferred.

I can't imagine Disney not tracking complaints.

 

[GreenCntryGirl]

we were at disney yesterday and stopped in guest services to give our praises for a wonderful cast member who had helped us earlier in the day. While waiting i noticed that they were asking to see the ids of those who were lodging complaints. I asked the guest services cm about it and he told me that to provide a better experience they are now logging people into the system and need an id to verify identity. It appears that this is being done whenever a complaint results in some sort of compensation whether it be a fastpass, free popcorn, or a refund. I know i've read some threads on here about people abusing the system just to get free stuff, it looks like disney is going to try and flag those people who are repeated complainers.

yes!

 

[GreenCntryGirl]

I hope that if someone has a real complaint and has already complained before they will still be listened too.

We have made 3 complaints in the past all very serious ones (or potentialy so).

On 2 of these we turned down the offer of comp as that was not why we complained nor in truth would it have help ease the situation

1. mum was bitten by a squirel in MK (drew blood and was hanging from her finger until a kind CM ran over and hit it off). She went to first aid and was told ' "well they were here before disney"- we asked if there was anything she needed like a tet shot but was told no. Only several months later after our return to the UK did we find out about the potential rabies risk- so we complained to disney and explained that not all guest know about rabies risks as we do not have it in our countries.

2. diabetic DD was given coke in a restuarant we called server over and stated that we thought it tasted like real coke not the diet she had ordered. he assured us he had poured it himself, and we never usualy have fizzy drinks expt on hols we thought well as he poured it he'l know. But after drinking a little more my dd insisted that it did not taste right so we reasked (and ordered another drink just in case). 20mins later my dd did a blood test and the waiter saw her do this, at this point he came running over and grabbed the coke saying he now thinks he did mix them up. I was really really cross. So I complained to the manager trying to stress how dangerous that could be - They offered her meal for free - We declined the offer but refused to tip the waiter, the manager then spoke to us abruptly saying that we should have accepted her free meal and then still tipped the waiter as he had still served the rest of us OK - my blood was boiling at this point, as my dd sugar levels were rising higher than normal due to the 1/4 glass she had taken before we changed her drink. So we left and went staight to guest services, in the hope that they could take over and get through to the resturant staff how important this could be.- Again we declined any comp - that was not my point.

Why would you take the advice over something as serious as a wild animal bite from a first aid personnel anywhere? You should have followed up at the ER with a physician.

And the restaurant thing is just bizarre.

 

[tony609]

In 12 years, we've gone to guest services 1 time and that was last spring due to an extrememly rude CM. We were at DHS (on opening day of SWW and with all of the crazieness with George Lucas there). DH and I were online to see Donald as a stormtrooper and we were letting families go ahead of us (Jedi Mickey) was out and the CM actually yelled at us that we "couldn't do that" DH was so mad (I won't repeat what he said) that we left the line and went straight to guest services.

I did this at MK..we went by the Winnie the Pooh ride and Rabbit,Tigger andPooh were greeting...by the time we made it to the front it wasPooh,Tigger and Eeyore...They said rabbit was next set. i let everyone behnd me go first for 20 minutes..No guests really cared, they just thought the 3 adults (US) were crazy because it was like 110 degrees out. TheCM said it was fine. We waited and out came rabbit we were first to greet him. I was sooooooo excited! I'd do it again to.

 

[larryz]

That makes logical sense. Hotels do this in-house, too. There is a section in most reservation systems that allow you to flag pain in the butt customers. Some allow you to write whatever you want about them.

When a customer calls to make a reservation, if they use the same name or same CC as their last stay within 10 years it will pop up the flag. Then hotels seem to suddenly find themselves "full", or are they are far less likely to offer a free upgrade, or assign a room that they know is often preferred.

I find your description to be somewhat intimidating. I would think that hotels would want to be notified of issues with housekeeping, broken items of furniture, inoperative mechanical systems and the like.

But to do so apparently can get one black-listed for merely trying to be helpful (or for trying to get a real problem resolved).

 

[Cheshire Figment]

There is a big difference between Reservations and the Guest Recovery system.

Reservations does link people together, sometimes in very strange ways.

A few years ago I was involved in running a convention at WDW. I use a PO Box in Celebration for my mail, but Casting does know my actual physical address in Poinciana, although I almost never use it. The organization has a PO Box in Celebration, and the other co-chairman used her street address in Windermere. For a couple of years afterwards we could not figure out the reasons why mail came to the wrong address, including why the renewal notice for the other co-chairman's husband's AP came to my PO Box.

GRS tracks by specific name and address of an individual and does not tie to the Reservations system.

But also GRS is mainly used to keep track of "exception to policy" treatment of a Guest and not everything. Simple thing such as reporting burned out bulbs or room problems and the like do not go into GRS. If something is so messed up that you may be given comp tickets, or a free meal (at a full-service or buffet as opposed to replacing a dropped ice cream) that is when the GRS entry will be made.

 

[kmb584]

Woohoo, Disney! This is such a welcome and much, much needed addition!

 

[NYDisneyKid]

Now if they'd only ask for ID when using an AP to park free....