Just Back from GF--good/bad-Updated

[Sammie]

I think the point LadyHawke was making is that poor service warrants a complaint to management and depending on how bad the service was compensation.

I think she meant and I have to agree that she would not consider some of what the OP listed as "bad service" just bad luck or bad timing. Just as when we were at the Grand Floridian during hurricane Charlie. Our stay was not what we wanted or planned but no fault of the staff there. Just that stuff happens.

The episode where they lost your food was the only mention I saw of bad service. I don't consider an hour and half maintenance call excessive. I don't consider the situation with monorail and Grad Nights anything but being at the wrong place at the wrong time. Same with the pool situation.

I guess it is all in one's preception of bad service, versus bad luck. Enjoy your next stay, and may it be free of any problems.

I think many also need to realize when you vent on a public forum, some will agree, some won't. Those that disagree are not necessarily flaming, just stating they see things differently.

 

[Ladyhawke10]

What a surprise to see my post caused such a stir! I guess "tone" is lost on message boards because I certainly didn't mean to come off rude. The whole intent of my post was that if the stay had been mine and those same events would have happened to me, as they were explained in the original posting, I would have interpreted them very differently. And to be honest, part of what I was reacting to is that I thought the compensation was a bit steep, particularly that the OP had already received an upgrade to LV (which is a very rare treat) and had been compensated already for the late meal. I would not have considered the pool incidents or much else listed to be a service issue. That's my opinion, so no flaming (I'm kidding!)

 

[2princessintraining]

Being the OP, there were other issues, but I didn't want to list every bad thing that happened, just a few. One today occurred. I brought to the front desk items to be shipped to my house on Thursday Morning, they were never shipped until this Monday. When we were checking out on 4/30, I was concerned because the charges were never applied to my room. It isn't unreasonable to expect GOOD SERVICE. I was assured on Thursday they would be shipped Friday, and they weren't. In fact, they didn't even have a receipt that I had given them the items...Lucky for me I had made a copy of the paper you hand for shipping items. Bad luck or Bad service, it is still Bad.

I was even emailed by the GF shipping dept on 4/30 that the items went out that day, well when I ran the tracking number, the items were picked up at the GF on 5/2...that is Monday. I emailed the General Manager again today w/an attachment of the original email to me. Another example of poor service, IMO.

I am sorry for others who haven't gotten compensated for bad stays, I was just sharing my story, as many others have done.

I also had some very nice things on this vacation, and overall it was a good vacation. But the GF certainly did not live up to my expectations, as they did last year. I even think the fact that the GM personally spoke with me shows that she felt the same way I did, I do know she looked at my history, and knew I had traveled to Disney many times. (Even as a child) and didn't want to lose our business, as we could easily spend 10 days elsewhere. I love Disney, and my only INTENT was to let her know that I was dissatisfied, not looking for compensation, but in all honesty, glad to know that I was heard, and that my presence was wanted back. Lucky for me the Pixie dust Fairy was looking our way, as I hope it does for others. One poster on this thread also was upgraded...so it does happen to others.

 

[pirateofthecarolinas]

Out of curiousity, is Kent Mitchell not the General Manager anymore? Does anybody know?

Lori

 

[momof2inPA]

So you got a free upgrade right off the bat? Sounds pretty lucky to the rest of us. As for the wait with maintenence, oftentimes they are not expecting you to wait for them to show up. Your wait time doesn't sound particularly abnormal if you chose to do that, but maybe you set an appointment with the maintenence worker and did not disclose that here, I don't know.

I can't help but feel protective over the "blank stares" about the CMs over at Gasparilla that work very hard over the hot grills for long periods of time. Every once in a great while, an order gets lost in the shuffle. May or may not have had anything to do with the actress present (lots of famous people at GF, and famous people are not enough for most people to go blank). However, I also would not wait twenty minutes to ask about the food--yet, you got a free meal after a talk with the manager...good for you.

Rashes are most commonly caused by stress--ask any derm. On both counts, you don't really know what happened and were upset based on what might be. Natural thing for people to do...however, to be honest, I'm still not seeing the comedy of errors. But maybe you've left some things out. Mishaps happen all over the WDW (the most surprising thing I've seen on DIS is when two people were given the same room!). I'm not seeing anything like that here.

Yes, would be better if the monorail had been consistently working to be sure. I do think the disappointment with traffic and faulty monorail service is something to note.

So your comments to higher ups got you free nights...and so you can return to GF. I'll bet you're in concierge. I'm not trying to flame you, I just don't agree with most of your perceptions, to be honest. But maybe you left some things out.

Do you work for the GF or have you been compensated for this comment in some way? It seems like the general form of many responses to complaints that I have seen. Rebut all complaints except for one or two minor points, and be conciliatory on these issues. Suggest that no compensation should be accepted or expected for such complaints. Bizarre continuity in format.

 

[ExPirateShopGirl]

Do you work for the GF or have you been compensated for this comment in some way? It seems like the general form of many responses to complaints that I have seen. Rebut all complaints except for one or two minor points, and be conciliatory on these issues. Suggest that no compensation should be accepted or expected for such complaints. Bizarre continuity in format.

I'm still trying to figure out how the blank stares on the waitstaff at Gasparillas have to do with chefs working over a grill.

 

[Ladyhawke10]

Do you work for the GF or have you been compensated for this comment in some way? It seems like the general form of many responses to complaints that I have seen. Rebut all complaints except for one or two minor points, and be conciliatory on these issues. Suggest that no compensation should be accepted or expected for such complaints. Bizarre continuity in format.

The continuity had to do with problems formatting the response in between the OP's responses. Other DISers know how to respond to each segment using the OP's original text, but I didn't know how to insert it and keep the original quotes intact...I've seen Ducklite able to do it. Anyway, when it was first posted my comments were in-between the points of the OP's, but it all looked like it was w/in the OP's quote, so I had to edit it and redistribute the post out of context. So there's the story.

Don't work for GF. I have nothing to do with the travel industry, though I travel quite a bit. I'm a university prof, actually. And I didn't agree with the OP's interpretation of the problems as such, and I stand by that.

 

[Ladyhawke10]

I'm still trying to figure out how the blank stares on the waitstaff at Gasparillas have to do with chefs working over a grill. QUOTE]

Gasparilla's is take-out, so the people who make your grilled cheese are oftentimes the same people who take your order. At least that's how it's been when we've visited, but it was not busy in there.

 

[2princessintraining]

Kent Marshall is not who I dealt with. When I looked at the card, the card says Guest Services Manager. It was a woman, who has been wonderful.

 

[TammiMcMan]

I would just make sure you have everything well documented. I had a GF trip planned back in 2000 (well before I discovered the DIS) and up until the day we arrived, it was worse than a comedy of errors. E-mail wasn't widely being used yet, but I still had all my phone calls, names and dates documented. Basically, what I was offered in compensation before even arriving was totally ignored and I was completely blown off when I tried to contact them upon arrival. Instead of letting it ruin my vacation, I ended up just walking away, but to this day I won't forget the names of those involved. My family had a wonderful time and I was the only one who knew that there were problems unresolved. As I said though, that was 6 years ago and we've since had many wonderful trips to the GF.

I'm happy to hear that whatever your situation was, that it was handled well by the management team. I have not been disappointed in my decision to give them another chance.

Tammi

 

[ExPirateShopGirl]

Gasparilla's is take-out, so the people who make your grilled cheese are oftentimes the same people who take your order. At least that's how it's been when we've visited, but it was not busy in there.

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. Back in those days (don't worry, no 2 mile uphill each way in the snow tales) we had to add a guest's order on a pad of paper and calculate the tax before entering the figures into the cash register. Entering items individually and letting the register do the math used up too much register tape. We were timed on how quickly we could take an order, add the total, gather the ordered items and process payment. I digress. In any matter, duties were always segregated in regard to food handling, regardless of how busy the restaurant was.

Back to your regularly scheduled complaints and compensation!

 

[pirateofthecarolinas]

You pay at a separate area. The cooks aren't handling money. We go during slow season and it still takes a long time to get your food. It isn't organized like a fast food restaurant. I don't feel that they have enough CMs working the grill.

Lori

 

[Sammie]

Kent Marshall is not who I dealt with. When I looked at the card, the card says Guest Services Manager. It was a woman, who has been wonderful.

Kent Mitchell is still General Manager at the Grand. There are several Guest Services managers and obviously you dealt with one of them.

The question was asked about Kent, since in your orginial post you stated you dealt with the GM.

 

[2princessintraining]

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.

 

[dreamflight99]

Just back from the GF. As usual, the hotel is beautiful....our stay was like a comedy of errors however.

PERFECTLY STATED/POSTED....a "comedy" of errors. My hat's off to you for maintaining perspective, and not amping-out & ruining your families vacation during the inconveniences you could not control. You seemed to handle EVERYTHING tactfully, and with a certain style/grace. Perhaps this is where the next part comes in.

I did make a very calm complaint to the general manager at the GF...and here is where the Pixie Dust comes in. ..we got a 2 night FREE stay at the GF with passes included!!! For our future use. In her own words "to restore the magic of Disney for us". She said it takes about 4 weeks to get the paperwork sent to us, but I was shocked. This isn't why I complained, just that this trip there was a real lack of that "Disney Service" we have all come to love....but my faith has been restored.

Probably due to the wonderful emphasis on the word "CALM" w/respect to your complaint. I'm happy to read the Manager recognized your disappointment, whether taking culpability or not. She sought to extend some form of remuneration, especially since you were not outwardly SEEKING such (you'ld be surprised how many guests contact management and begin their diatribe with "I expect to be compensated for this," or "I want to be reimbursed for my stay,"...etc., etc., etc.!")

Your post is greatly appreciated, as it reflects the standards for "superior customer/guest service" which we have personally "always" experienced at WDW. We too, never expect anything if we feel compelled to contact any form of managment for any reason, and are always "stunned" by the generous extension of compassion and amelioration often offered in response. Thankfully, you too got a mighty WAVE of the WAND, with lots of pixie dust flowing!! I'm so pleased for you and your family. Hope your next trip is MUCH better, and everything goes perfectly. BTW...were you ever able to make the Richard Petty driving/racing experience? I'm considering this for DH and Myself as a FUN/EXCITING day to share. Any info is appreciated.

TTFN...DF99

 

[2princessintraining]

I was unable to attend, as we were seated so late at the breakfast that morning, but my DH and DFather LOVED IT. My father in fact has not stopped talking about the RUSH he felt. Said he would do it again in a heartbeat. They did the 8 lap race. They take photos of them as well, so it really is a once in a lifetime experience (that I missed).

Thank you for your kind words.

Any other questions, feel free to ask. Oh, if you are an AP holder, there is a discount.

 

[dreamflight99]

I was unable to attend, as we were seated so late at the breakfast that morning, but my DH and DFather LOVED IT. My father in fact has not stopped talking about the RUSH he felt. Said he would do it again in a heartbeat. They did the 8 lap race. They take photos of them as well, so it really is a once in a lifetime experience (that I missed).

Thank you for your kind words.

Any other questions, feel free to ask. Oh, if you are an AP holder, there is a discount.

Thanks for your quick reply! You're welcome (for the kind words...I was merely stating my opinion of your post/visit to the GF/WDW). Yes, we are PAP holders, so the discount info is very much appreciated (thank you). It's funny how I tend to overlook such discounts, and usually never find out until AFTER the fact.

Sorry you missed the event, due to the delays experienced on the Disney transportation system. I'm sure you would have loved watching your DH and DF RACING the 8-laps around the track!! I will definitely have to reserve this for DH and I for this summer. Are there photos available (professional) for sale, or video/dvd taken by the R. Petty staff, etc? I would love to plan on buying these, and not having to worry about taking a camera, etc. I could focus more on the experience, and less on recording it! TIA for all your kind help.

TTFN...DF99

 

[minmate]

Being the OP, there were other issues, but I didn't want to list every bad thing that happened, just a few. One today occurred. I brought to the front desk items to be shipped to my house on Thursday Morning, they were never shipped until this Monday. When we were checking out on 4/30, I was concerned because the charges were never applied to my room. It isn't unreasonable to expect GOOD SERVICE. I was assured on Thursday they would be shipped Friday, and they weren't. In fact, they didn't even have a receipt that I had given them the items...Lucky for me I had made a copy of the paper you hand for shipping items. Bad luck or Bad service, it is still Bad.

I was even emailed by the GF shipping dept on 4/30 that the items went out that day, well when I ran the tracking number, the items were picked up at the GF on 5/2...that is Monday. I emailed the General Manager again today w/an attachment of the original email to me. Another example of poor service, IMO.

I am sorry for others who haven't gotten compensated for bad stays, I was just sharing my story, as many others have done.

I also had some very nice things on this vacation, and overall it was a good vacation. But the GF certainly did not live up to my expectations, as they did last year. I even think the fact that the GM personally spoke with me shows that she felt the same way I did, I do know she looked at my history, and knew I had traveled to Disney many times. (Even as a child) and didn't want to lose our business, as we could easily spend 10 days elsewhere. I love Disney, and my only INTENT was to let her know that I was dissatisfied, not looking for compensation, but in all honesty, glad to know that I was heard, and that my presence was wanted back. Lucky for me the Pixie dust Fairy was looking our way, as I hope it does for others. One poster on this thread also was upgraded...so it does happen to others.

We had issues with shipping with GF last year, both incoming (when we arrived... didn't get our package for THREE DAYS. It was sitting in the convention center and nobody bothered to deliver it to us, despite my checking on it and their promises from the time I checked-in that it would be there). Also had similar issues as you to get our pkgs back home to us.

I love the GF and enjoyed our stay there last summer too. But I have to admit, we did encounter bad, poor and/or lack of service and never got any compensation when I voiced my concerns. Since this isn't my thread, I won't go into it, but I'd be thrilled to have received the compensation the OP did. I also think she had every right to complain about the issues she did, regardless of whether they were due to poor service or bad luck.

 

[2princessintraining]

You can get the photos in a trifolder for $39, or on a plaque for $79. It is professional looking and a really nice souveniour. BOth my DH and DF bought the Trifolder, and I already bought picture frames for my husband and he has hung them up w/his other NASCAR parafanalia...LOL.

W/the discount, I believe it cost $372. No videos are taken, but you can take video. There is a seating area right up at the front for family, so you can get great shots of them getting in/out of the car. Book in advance...all 6 spots were taken on the day my husband went.

Two times per day 7-11 and 1-4.

Hope this helps.

 

[ExPirateShopGirl]

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.

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.

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.

In any case, you did maintain perspective, and I'm glad you voiced your concerns. A good GM wants to know where they can strive to serve you better, that's what the hospitality business is all about (after the almighty dollar, of course.)

Enjoy your next stay!!!!!