Just Back - Extremely Disappointed

[Baltazar]

Rusty ~ I just love your posts. They are very informative and too the point. Thank you for all of the great information and the help that you provide.

Heh, it's like a covert operation.

"Go to the blue door, do the 'shave and a haircut' knock and say 'I'm not having the best WDW vacation ever."

 

[Mamalisa58]

a time when my company sent Senior Management to Disney for customer service training. Now both lack those skills so long ago promoted & cherished.
On our first trip to WDW in 1994 we stayed at the Poly. My child became ill in the middle of the night. My husband got up and went to the main building looking for cough medicine. A security guard asked if DH need some help. He then opened the gift/sundry shop and gave DH a bottle of cough medicine asked our room number and had it charged to our room. Now that is going above and beyond.
I love to tell that story

 

[CoachBagFanatic]

Heh, it's like a covert operation.

"Go to the blue door, do the 'shave and a haircut' knock and say 'I'm not having the best WDW vacation ever."

Hey I like covert operations!

 

[Jeanieblue114]

I HIGHLY recommend that you copy your original post to a letter to Disney.
Go to the Disney website and they have a "Contact us " link.

It will set up a form letter to fill out.
You can choose the topic of "just returned from our vacation "

Disney quality has been slipping horribly in previous years.
The only way they can address these issues is for us to let the higher ups know by writing letters.
They are a service industry and they are hurting.
By complaining and helping the improvement you are helping them survive.

Make sure to include your comment about the other people being nice to you as well.

Include your name, address, phone number.
You will be contacted by them probably with a phone call. It may take several weeks to hear back.

 

[rie'smom]

a time when my company sent Senior Management to Disney for customer service training. Now both lack those skills so long ago promoted & cherished.
On our first trip to WDW in 1994 we stayed at the Poly. My child became ill in the middle of the night. My husband got up and went to the main building looking for cough medicine. A security guard asked if DH need some help. He then opened the gift/sundry shop and gave DH a bottle of cough medicine asked our room number and had it charged to our room. Now that is going above and beyond.
I love to tell that story

In 1994, I absolutely believe this would be their response. In 2009, it would not.

I HIGHLY recommend that you copy your original post to a letter to Disney.
Go to the Disney website and they have a "Contact us " link.

It will set up a form letter to fill out.
You can choose the topic of "just returned from our vacation "

Disney quality has been slipping horribly in previous years.
The only way they can address these issues is for us to let the higher ups know by writing letters.
They are a service industry and they are hurting.
By complaining and helping the improvement you are helping them survive.

Make sure to include your comment about the other people being nice to you as well.

Include your name, address, phone number.
You will be contacted by them probably with a phone call. It may take several weeks to hear back.

I've had to contact guest relations 2x since we started going in 1973-last year and 2 years before that. Both times, they responded. It may take a couple of weeks but they will get in touch with you.

 

[maxiesmom]

In 1994, I absolutely believe this would be their response. In 2009, it would not.

I think for a big part we have ouselves to blame for that. Nowadays if someone had that same experience, and posted in on line, there would be 100 other people demanding that Disney do the same thing for them. Not experiencing it as something above and beyond, but expecting that sort of thing as part of their daily Disney experience, and not being grateful for it.

There is no way any company can keep up with such lofty expectations, even the Disney company.

 

[rie'smom]

I think for a big part we have ouselves to blame for that. Nowadays if someone had that same experience, and posted in on line, there would be 100 other people demanding that Disney do the same thing for them. Not experiencing it as something above and beyond, but expecting that sort of thing as part of their daily Disney experience, and not being grateful for it.

There is no way any company can keep up with such lofty expectations, even the Disney company.

The poster's particular situation was not the point of my post. The point was that service in 1994 was excellent. Today's service is fair at best.

 

[Disneyadore]

I think for a big part we have ouselves to blame for that. Nowadays if someone had that same experience, and posted in on line, there would be 100 other people demanding that Disney do the same thing for them. Not experiencing it as something above and beyond, but expecting that sort of thing as part of their daily Disney experience, and not being grateful for it.

There is no way any company can keep up with such lofty expectations, even the Disney company.

If some one mentions the VIP cleaning watch and see how many others chime in and demand also this kind of service even if they do not need one.

Going above and beyond for a guest with needs is good but Disney is there to make profits but if a special wish becomes a I demand fore every one then Disney will cut back and those who really need it are left behind with the problems.

 

[maxiesmom]

The poster's particular situation was not the point of my post. The point was that service in 1994 was excellent. Today's service is fair at best.

I still think that we need to shoulder some of the blame. Some guests have such high expectations that there is no way they could be met. And the rest of us pay the price for people who constantly ask the CMs to go above and beyond. It used to be considered Pixie Dust if a CM did something extra nice. Now it is expected, and people rant and rave if they don't get it.

 

[Sammie]

Maxiesmom has a good point and this is not in any way to say that the OP felt this way but Disney's go the extra mile for the guest got abused and scammed to the point they have taken a step back from that hands on approach they used to show.

I have seen this actually happen, a guest tripped over their own shoe laces on the side walk at POR and was not hurt, but I overheard her say to her companion, lets just wait and see what we can get out of it. Rather than get up and just go on, she waited for a CM and then went into this big speel about the walkway not being safe, etc.

Also sorry to say it is very hard for Disney to find quality help now, many just do not have that Disney service attitude that many did prior to the last few years.

The main problem at Disney right now, is as Rusty said, you have to get a manager involved to get things going. Sadly the front desk CMs and definitely not the Call Center agent are going to be able to help you. You have to get past them.

 

[CoachBagFanatic]

Maxiesmom has a good point and this is not in any way to say that the OP felt this way but Disney's go the extra mile for the guest got abused and scammed to the point they have taken a step back from that hands on approach they used to show.

I have seen this actually happen, a guest tripped over their own shoe laces on the side walk at POR and was not hurt, but I overheard her say to her companion, lets just wait and see what we can get out of it. Rather than get up and just go on, she waited for a CM and then went into this big speel about the walkway not being safe, etc.

Also sorry to say it is very hard for Disney to find quality help now, many just do not have that Disney service attitude that many did prior to the last few years.

The main problem at Disney right now, is as Rusty said, you have to get a manager involved to get things going. Sadly the front desk CMs and definitely not the Call Center agent are going to be able to help you. You have to get past them.

This truly makes me sick to my stomach. There are people out there that will try to get blood from a stone at everyone else's expense. You are correct and unfortunately, these types of people make it very difficult and frustrating for people such as the OP to have their true and honest issues handled properly and in a timely fashion.

 

[Pooh Bear Hugs]

We have had two accidents at Disney both sadly caused by cast members.

The first one Disney were great sorted out an ambulance, taxis back and forward to the hospital and offered to pay all medical bills (we opted to let the insurance pay). While waiting they gave us water to drink, the kids got free toys and a book while waiting. None of which was asked for or expected.

The second time we were treat like dirt. No help offered at all would not even get water for sun who was out in the blazing hot sun DH on the side walk outside blizzard beach. Attitude we got was if we help you might sue as it is admitting liablity we phoned for help ourselves got a great ambulance crew and Mickey Mouse police, honestly I very much doubt they were real police at all they seemed to be better suited to Hollywood studios.

Disney did turn it around later after other guests complained about what they had witnessed, we didn't complain as again we were fully insured for DH condition and other peoples stupidity when dealing with him and his condition wheelchair. Anyway we were compensated in cash (without asking) and given a great table at O'hanas to watch wishes. The bus driver was fired I would have preffered he got a formal warning and retrained on how to handle wheelchair guests as people have families to feed.

It did leave me with a bitter feeling towards Disney at the time, all we wanted was help. That said there are many more good CM's than bad and our last trip was wonderful.

 

[rie'smom]

I still think that we need to shoulder some of the blame. Some guests have such high expectations that there is no way they could be met. And the rest of us pay the price for people who constantly ask the CMs to go above and beyond. It used to be considered Pixie Dust if a CM did something extra nice. Now it is expected, and people rant and rave if they don't get it.

What about the guests with normal expectations? I don't go to WDW expecting bad service, most of the time it's fine. However, what about me getting yelled at-literally- because a CM made a mistake when issuing our tickets. All I did was give him my credit card and the information for our passes. He issued 2 APs in my name instead of 1 in my name and 1 in my daughter's name. Can't claim late in the day because it was around 9:30am.

I'm not saying guests are never in the wrong but no one can or should claim that it is always the guests. If you've been to WDW over 36 years, you've noticed service slipping. People can be Disney apologists all day long but those of us who knew Disney World when the service was magical can see through the pixie dust to reality.

 

[lopez]

Hi - We just got back on Friday from a week's stay at the Poly. I cannot express in words how disappointed I was in the resort room conditions and the staff. We arrived on Sat. the 26th and at check-in was informed we were in Rapi Nui (which was to be expected as DH is paralyzed and in a wheelchair). However, we had requested a room with a bath tub and a bedside potty.

If Disney PROMISED you a room with a bathtub AND said they would PROVIDE
a bedside potty for you husband and reneged on both requests then they are in VIOLATION of the Americans with Disabilities Act. After the money you spent there, I would send Disney guest relations a CERTIFIED LETTER saying that you plan to take it up with the U.S. Dept. of Justice (who oversees the ADA) and if what you say is true, Disney can be facing SUBSTANTIAL fines for violating Title 3 of the Public Accommodations Act. I think you may have a case here and if it was me who had to go through this with a handicapped family member, I would have called my local newspaper and had them report
on my experience with Disney and the problems faced with a special needs family member...................

 

[maxiesmom]

I'm not saying guests are never in the wrong but no one can or should claim that it is always the guests. If you've been to WDW over 36 years, you've noticed service slipping. People can be Disney apologists all day long but those of us who knew Disney World when the service was magical can see through the pixie dust to reality.

I'm saying that when less than honest or well meaning people try to suck anything the can out of Disney, the rest of us pay the price. Every person who falls, and doesn't injure themselves, but looks for compensation makes it hard on those who fall and are truly injured. It is hard to continue to make magic for people when so many don't seem to appreciate it.

Take towel animals. Used to be they were a nice bit of Disney magic. Now there are posts all the time from people who are beyond upset that they didn't get one on their trip. Something that used to be magical has now been reduced to an every day occurence that when not received warrents a long rant. It is very sad, but that is what happens when you start demanding things instead of being happy you get them.

 

[Luv2Roam]

If Disney PROMISED you a room with a bathtub AND said they would PROVIDE a bedside potty for you husband and reneged on both requests then they are in VIOLATION of the Americans with Disabilities Act.

Which is probably an example of why nothing is guaranteed any longer and there is all sorts of legal disclaimers at the bottom of everything in writing. (And not just with Disney.)

Agree the OP should let Disney know what happened. And I still think letter is best.

 

[Mousecat]

1) There is a secret that most guests do not know.
2) The current manager mantra is "Every guest will have their best WDW vacation EVER!".
3) Whenever there is a TRUE problem, ask for a manager, and start a NICE talk with
. . . "Not to complain, but, this is not my best WDW vacation ever . . . "
4) Then, VERY POLITELY explain the problem.
5) Managers get scored on how many problems go over their head.
6) They do not want that to happen.
7) If you yell and scream, they can reasonably explain not helping.
8) If you are pleasant, the next level manager takes the first manager to task.

NOTE: If you do not get a good resolution from the first manager, politely ask for the phone number of his/her boss. Tell the first manager that you are being quite pleasant and just want resolution, and feel his/her boss can help you. Also, remember that a good resolution may not be the answer you want to hear. But, look at the answer and see if it meets your needs, not necessarily your wants.

I think this is excellent advice. This would explain why, in my case, asking to leave a message on the GM's phone was met with, "well how can I help you first". And the problem got resolved the next day. Thank you.

 

[mickey2minnie1]

Yikes! This leaves me a little uneasy. We are leaving for the Poly in 2 weeks, and i have now decided to go with the attitude of:

My last vacation there 2 years ago was the best! We are taking my parents this time, who travel never, and have decided that my family will create the magic for them. If there is Disney magic along the way, it will be a bonus.

 

[Mousecat]

I think that is the best way to approach a WDW trip today. I only had the one bump on my trip and everything else was fabulous.

You are staying at a beautiful resort and the monorail access is sure to be a joy. The music coming from the bushes will push you into the island spirit and the views are unbeatable. Have a great trip.

 

[CanadianGuy]

This horse has been thoroughly flogged. The Original Posters best course of action is to contact Disney.

Not one person reading on this message board can help. We can all comment and prognosticate, but we can't help.

The OP has been given great advice throughout the thread and now we're a bit off topic and just fighting mostly.