Is this typical for guest relations? What have your experiences been like?

[GreyStr0ke]

That's a canned response. Just copied and pasted from a template. On the bright side, it could mean they really are getting a lot of complaints about it.

 

[Delirium]

I guess I'm not sure what you expect them to do.

If this was me, I guess I would expect something in the way of Extra FastPasses to make up for the fact that they blew up my plans with last minute changes. Also, while I understand Guest Relations does not set and/or change the hours, my expectation would be that enough of these complaints would make it back to management so that these types of things do not happen in the future. This is not weather, or even a broken ride / refurbishment that is messing up a plan. This is something that Disney management has absolute control over, and it just flat needs to stop doing it.

 

[burberryplaid]

I'd wait to see if someone calls or e/mails you back. It seems like the initial response you got was typical, but from what I've read it's quite possible you'll get a follow up. Good luck!

 

[L&Lfan]

I can't imagine being screamed at by CMs. Not denying it happened; just never witnessed it in over 48 years of Disney parks visits. I HAVE seen the occasional guest screaming at a CM, though.

 

[jtwibih]

If this was me, I guess I would expect something in the way of Extra FastPasses to make up for the fact that they blew up my plans with last minute changes. Also, while I understand Guest Relations does not set and/or change the hours, my expectation would be that enough of these complaints would make it back to management so that these types of things do not happen in the future. This is not weather, or even a broken ride / refurbishment that is messing up a plan. This is something that Disney management has absolute control over, and it just flat needs to stop doing it.

WDW is experiencing a lot of cuts right now. I'm not going to go into all of the details and frustrations........ that whole subject is covered heavily in threads on the Rumors and News boards. By no means is that an acceptable excuse but they are cutting back big time and EMH is likely on that list. I understand that Easter week usually has extended hours but Disney only increased hours on a couple of days and not by much.

By no means is this an acceptable excuse, just stating what I think the reason is.....

 

[Lisa loves Pooh]

Some feedback is passed on to someone else.

So to answer you question, yes, I have gotten the generic email. But some period of time later (don't recall how long), I did receive a phone call and had a lengthy phone conversation.

I don't think it is bad customer service to pass emailed complaints to the appropriate departments.

Your monorail guest services experience sounds like it may have been in person and I think it is standard to apologize to the guest and then commence to finding a solution for the problem. I assumed this since you got FPs to make up for it.

I agree that if you emailed your monorail complaint, the response was unusual.

 

[Kimberly9701]

I had an issue a few weeks ago.. But I can't really blame customer service.
I have been going back and forth between returning to the Poly, trying WL, or staying at CR for our short December stay post cruise. I had been comparing all 3- and CR tpv won out. When I went to book (within 48 hours) CR TPV was no longer available. NOT bc it was sold out.. My dates are 12/3-12/6 the room IS available 12/3-12/5 OR 12/3-12/7. This INFURIATED me..the woman scared me by saying the same thing could happen with lake view and I should book asap. I did. But kept thinking about..and kept getting angrier. I do NOT want a lake view..so I cancelled my reservation and booked thru a travel agent (who I planned on booking thru originally anyway) and was hoping she would have better luck. Unfortunately she did not.
The only answer we got was "The Contemporary resort made the decision to impose a length of stay requirement, and there was nothing that their reservations dept could do about it.
I'm just hoping as time gets closer the dates will open back up..if not then I may actually do the 4 nights..hopefully not though. My kid needs to get back to school...and me to work.

 

[Kevin1986]

I went above guest relations and sent an email to the CEO of Walt Disney World resort. I was really angry about a situation! The CEO office called me back within a half an hour and took good care of my issues. Above and beyond. I had issues about a club villain AP discount and lack of rivers of light information. She took care of both issues, even to the point of saying that she would keep me in the loop about rol information and that she forwarded my email to other departments so they can keep me posted about the dining packages. As for Club Villain, she is sending me a gift card for the AP difference. I told her I was going to use the discount money from that to book another Disney event. She said there are discounts for April and May. She agreed that the cast members should not be saying "just to call back." She told me there is no reason why a cast member should give out wrong information, they all have access to the hub even the phone cast members, they just type in "club villain" and all the information comes up.

 

[bbjunkie]

I'm just curious: when you say EMH hours were changed and it blew up all of your plans, did they remove EMH hours, or did they add them?

 

[K_Jordan]

I'm just curious: when you say EMH hours were changed and it blew up all of your plans, did they remove EMH hours, or did they add them?

They just switched them around. Since we stay offsite, we don't want to go to a park around regular opening time that is having EMH for hotel guests because it will be quite crowded.

 

[redgokart]

probably just a coincidence

 

[writerguyfl]

If this was me, I guess I would expect something in the way of Extra FastPasses to make up for the fact that they blew up my plans with last minute changes.

I'm assuming that since the complaint was via email, it was done after the trip was completed. Extra Fast Passes are pretty useless at that point.

 

[malarky]

There so many complaints about Disney. It seems like people aren't having fun and everything is so stressful. Now I don't know if we should go because I was hoping to have a more fun vacation, not someplace I have to be frustrated. Why is the service so bad I remember going there as a kid and everyone was so nice.

 

[K_Jordan]

There so many complaints about Disney. It seems like people aren't having fun and everything is so stressful. Now I don't know if we should go because I was hoping to have a more fun vacation, not someplace I have to be frustrated. Why is the service so bad I remember going there as a kid and everyone was so nice.

I'm sorry you are doubting your trip. Most likely, there will be a fair bit of stress planning the trip, and some annoyance when things don't go as planned (that's really the case with any vacation). But once you get to the parks, you'll have an amazing time.

The only reason I felt the need to post/vent/get feedback is because it seems so out of character for guest services to be so unhelpful/unapologetic. Most plans follow through and 99% of Cast Members are great.

 

[Travis B]

There so many complaints about Disney. It seems like people aren't having fun and everything is so stressful. Now I don't know if we should go because I was hoping to have a more fun vacation, not someplace I have to be frustrated. Why is the service so bad I remember going there as a kid and everyone was so nice.

I would argue that the service is still the best you will receive at any theme park, except maybe Disneyland. Don't doubt your choice, you'll have a great time. The disboards are an interesting place in that we all love Disney so much, and put so much into our planning, that when changes are made our response is as strong as our love for Disney is. The average WDW guest is completely unaware of 99% of the things complained about here.

 

[Nancyg56]

I knew that park hours could change, but just didn't know they'd do it so last minute (rookie mistake I guess!). To add insult to injury I assume a part of the reason they changed is for the paid extra hours.

They can change on any given day and when it is busy they often do. I had not seen that the hard ticket events were taking place on days that offered EMH. I have read that they were planned on days that did not offer them.

 

[Nancyg56]

There so many complaints about Disney. It seems like people aren't having fun and everything is so stressful. Now I don't know if we should go because I was hoping to have a more fun vacation, not someplace I have to be frustrated. Why is the service so bad I remember going there as a kid and everyone was so nice.

THis is the third time I have read that you are second guessing your trip. In over ten years af very regular trips I have never left with buyers remorse. My family has always had a great time. SOme trips were more magical than others, but all we considered a good value and time, so much so that we often book our return trip before we leave the property.

There are always changes that occur and we will be discussing them. Over and over and over again. I think that the best thing right now for you is to determine if you really want to go, and if you are using these threads to validate that. And to avoid these threads. There are so many that are helpful, but IMO, these are not going to be useful to you.

 

[EPCOTgrl1]

I am going to agree with those who have said it. In all the fine print it says that hours are subject to change. They choose to change the hours and it has effected your plans. You have got to go with the flow sometimes and this is one of those times. You shouldn't expect anything from Disney if they are within their legal right to do what is best for their business.

 

[malarky]

THis is the third time I have read that you are second guessing your trip. In over ten years af very regular trips I have never left with buyers remorse. My family has always had a great time. SOme trips were more magical than others, but all we considered a good value and time, so much so that we often book our return trip before we leave the property.

There are always changes that occur and we will be discussing them. Over and over and over again. I think that the best thing right now for you is to determine if you really want to go, and if you are using these threads to validate that. And to avoid these threads. There are so many that are helpful, but IMO, these are not going to be useful to you.

OK thank you. I appreciate it. I am so sad though because I was excited to go and came on here to share that excitement. But then this website was the opposite of that and not just a little bit. I will try reading some other threads. Thank you again.

 

[Planogirl]

There so many complaints about Disney. It seems like people aren't having fun and everything is so stressful. Now I don't know if we should go because I was hoping to have a more fun vacation, not someplace I have to be frustrated. Why is the service so bad I remember going there as a kid and everyone was so nice.

I for one don't think that Disney service is the best any more but for the most part it's still quite good. I would just go and relax and take it all in stride. Chances are that you'll have a very good time.