Just Back from GF--good/bad-Updated

[Lives4Disney]

2Princessintraining - Good for you!! I am glad they compensated you. In my opinion you got what you deserved. No flames here.

I love the GF, but have had some sevice issues with them, also. We were comped one night of our stay due to their blunders.

Also, regarding the wait for service on the safe. I believe that the guest must be in the room when they are doing work on a safe. That has been our experience. Bummer it took them SO long to show up. I think that is crummy service.

I really do love the GF - poor service aside. It is a lovely place to stay. Hope your next stay is perfect!!!

Lives4Disney

 

[Anastasia]

We stayed at the GF last year for nine nights. While I don't have any major complaints, I didn't feel like the service was stellar. I was expecting more. I know that we had lousy (slow) service at the restaurant for breakfast one day (the name of the restaurant escapes me at the moment). I was told that a Tinkerbell card would be delivered to our room for my daughter's birthday, it never happened. I didn't feel that most of the employees were overly friendly. I guess I just didn't feel that Disney Magic I was looking for.

Again, no major complaints and it didn't ruin my vacation, but I was expecting a little more.

To the OP, I agree - what a comedy of errors!! If it had only been one or two of the things that happened to you, I would not have made mention of it. But considering how many things went wrong, you were right to mention it to the manager. It sounds like you handled it in a mature and rational manner, and I think it is wonderful that they are compensating you so generously. I would never have expected that, and it restores my faith in Disney service. While some of the things were not the fault of the Grand Floridian (traffic delays, monorail problems), a Disney vacation encompasses all aspects of the trip. The parks and transportation and hotel stay are all part of the Disney experience.

Congratulations on your handling of the matter, and enjoy your return visit!!

 

[dreamflight99]

If the desk had informed me that someone would be "right up" to take care of my safe, I would assume that meant 20 minutes or so, 30 on the outset. If I had known it would have taken 90 minutes, I would have placed my valuables in the house safe and fetched them upon my return, but they didn't give you an accurate estimate of his/her arrival.

This has happened to us on a couple of occasions, and seems to be a terribly common problem with even the best resorts. The worst experience happened at the Portofino Bay Hotel in a 2-room Kid's suite. Upon arrival, we were very pleased with the suite and decor. The kids room was adorable, with a bunk "castle princess" bed, and themed table/chairs and walls. Truly magical. It became immediately evident our A/C unit was defective, and blowing "warm" air when it was on A/C-COOL. We promptly phoned for maintenance/assistance. After more than an hour, the technician finally arrived. We sat in the main bedroom for another hour while he "tinkered" with the unit, failing to correct the problem after making numerous calls to the center on his cell/radio. He left, and told us he would be "right" back. After another 50 minute wait, my DH became a bit upset. He phoned maintenance, and they assured us he was on his way. Another 30 minutes, and NO ONE came?!?

Well, we were hungry & tired (some jet-lag & traveling fatigue). We wanted to go off-property to the Olive Garden for Dinner. DH called the service department, and informed them we were leaving our suite to go out for dinner, and the maintenance associate was free to enter the room and FIX the problem during our absence. We called valet, and had our vehicle pulled to the front. Valet called the room within 5 minutes to alert us the truck was ready (very proficient dept).

Three hours later, we returned to our suite (we stopped at Walmart after dinner for some bottled water and other items). The area was still a mess (during his initial visit he removed the grate/cover to the filter area, the control panel, and a few other items...leaving these and the screws all over the place) and the problem was never amended. DH phoned a night manager, and he arrived in the room within 5 minutes of the call. He apologized emphatically, offered a complimentary evening (for the problems experienced), and called someone to FIX the matter immediately. He stayed in the room during the repair, which took the new technician all of 15 minutes to complete!? If it could not be fixed, the manager had offered to move us to whatever suite he had available (which we found suitable). Although we never asked for any FREEBIE, etc.--it was indeed appreciated for all the inconvenience we experienced during our first evening. The room rate, with a Fan Club or AP discount was more than $400.00 per eve! Therefore, the gesture was greatly appreciated. I believe it's all up to the manager on duty, and what they perceive to be proper under the present circumstances (since each situation is unique).

I remain pleased to know you took the time and concerted effort to contact the on-duty management for assistance, and received the subsequent offer you posted. Without such invaluable feedback, resort managers and their staff would not have any measure or basis with which to gauge guest satisfaction or in some cases, disatisfaction.

DF99

 

[dreamflight99]

oops...double post!

 

[Sammie]

That is how she presented herself to me, but her card said otherwise. Maybe there are different levels of management as with any other job.

Either way, I have heard back from her already, since I have been home and am confident that service will be better on our next trip. (I can hope right )

Thank you for letting me vent on this thread, and for all the positive feedback I recieved in letting me know I did the right thing.

There are several levels of management with the GM being over the entire resort and all personel. Then you would have a Concierge manager, a food services manager, recreation manager, housekeeping manager, and several others including Guest Services manager which deals with guest problems and complaints.

Enjoy your stay.

 

[dreamflight99]

There are several levels of management with the GM being over the entire resort and all personel. Then you would have a Concierge manager, a food services manager, recreation manager, housekeeping manager, and several others including Guest Services manager which deals with guest problems and complaints.

Enjoy your stay.

You are SO correct, Sammie! In fact, when we returned home from the stay posted above (which was when the Portofino first opened) I promptly penned a letter of commendation to Loews Corporate office. I learned through their reply the person whom assisted us (which I "presumed" to be the "night RESORT manager") was truly the "front desk manager."

Apparently, they too have the power to comp a night or offer something appropriate when they deem fitting. I always thought only a RESORT or GENERAL manager could do such a thing.

 

[nwdisgal]

I like to see it when a person or (resort in this case) takes on the responsibility of making an effort to restore someone's faith in them. She didn't have to compensate you, but I'm glad Disney gave her the lattitude to do so because she felt the situation warranted it.

Empowerment.

Glad the person who handled the matter felt empowered. I guess how much and what to compensate is a personal opinion. Two free days is a generous comp.

Yah, a comedy of errors would be it.

 

[lookingforward]

I feel for the OP. It does sound like a series of comical mishaps! I also feel that as dedicated Disney fans we are obligated to communicate our displeasure to managment as well as the things that please us. I have stayed at the GF and at over $400 per night you do expect a little extra magic.

A few years ago my parents, my uncle from Germany and I were eating lunch at Cinderella's Castle. I felt something in my hair and moved my hand to see what it was and got bitten by a wasp. It hurt like heck and my hand swelled up a bit. We asked for ice and the manager came over to see how I was. He personaly escorted me to the first aid station while my parents continued their lunch. He did not have to do that, but it was WDW service at it's best. I finally returned to the table and the manager paid for the entire check (about $80..we did leave a large tip). Was it WDW's fault that a wasp bit me? Heck no. Did I ask for compensation? No. But it was a lovely way for WDW to make lemonade out of lemons. Good customer service, good will, kindness. It goes a LONG way. (even on these boards!)

 

[2princessintraining]

When I got home today 5/16/05 in the mail was the voucher for Two Nights at the GF Lagoon View, and 4 2-day park hopper passes.

I wasn't expecting to hear back so soon, and am very pleased at the follow-up that was made on our behalf by the Guest Manager Ellen.

Now, when to go back.....LOL

 

[3lilprincesses]

you lucky, lucky girl!! good for you for speaking up, and really good for you for your free 2 day stay!!

 

[pjupton]

This would run contrary to most established food service practices within Disney. Order taking and cash handling are generally separated from hot food preparation for hygienic reasons. Those who come into direct contact with the public to take orders/payment (money is filthy!!) are usually limited to the handling of drinks and other pre-packaged foods or items placed onto serveware by the cookstaff, not only for hygiene but efficiency, as well. I can't imagine how much longer those cheese sandwiches would have taken if the cookstaff had to go take orders in addition to cooking and wash their hands each time they returned to the kitchen after taking an order.
I spent an entire summer during college working in this precise capacity for Disney.

Unless things have changed drastically at Gaspy's since I spent 4 months working in this precise capacity at this precise location, the CM taking the order is behind the food counter, right over the pizza warmers and next to the hot box holding the burgers & hot dogs. The order taker servers fries and pizza and may even been the grill cook during slow times. The cash register is clear on the other side of the room. Oh, all the orders were handled verbally, nothing was written. If the place was slammed, it is entirely possible the OP's order just got forgotten or given to someone else.

 

[Alicnwondrln]

I am sorry for you but glad they made things right
have you read the thread about the family who had trouble at ASMU and are getting basically nothing saying there is a standard formula for service issues and they cant do anything
i am really disappointed in disney

http://www.disboards.com/showthread.php?t=785797&page=1&pp=15

 

[2princessintraining]

updated--w/good news!! bump.