$$$$ missing from PO

[melgrek]

Just returned from PO and had a very bad experience. About $90 was left in a fanny pack on top of the table when we returned that night the money was gone. I reported it to the manager. I was told they would check the lock, so they could see who was in the room. 2 attempts were made but the manager could not get the computer to work. He said security would handle it. That morning I requested 2 new bedspreads(looked like blood stain on 1 of them). When we returned to the room that evening the beds were made but the new bedspreads were just left on the radiator for me to change. So I know there were two entries into the room. The manager suggested one of them could have been a runner, & that is why the bedspreads were just left for me to do. I requested a copy of that plus a copy of the security report. I was told I could not see it because it was "internal". I was given page 1 of 4 of a property loss incident report. The manager also told me it was out of his control & turned over to Security investigations. I am to contact Guest Claims in 1 week. I felt like the manager was giving me the run around. I was leaving in 48 hrs & wanted answers & he was not helping me. Kept repeating himself that it was out of his control. If I was @ home & somone entered, and I found money missing I would call the police, so I did. The sheriff was very kind & helpful. Actually the WDW manager Kept the Sheriff & myself waiting a long time in the lobby before he spoke to us. The Sheriff gave me more information then the WDW Resort Manager. There were 3 of us in our party & we all had the same opinion of this WDW Manager, he came across as having no customer service skills actually he was rude. I waitress while I'm going to nursing school, and my husband was a customer service manager for 15 years we would never treat a customer the way the WDW resort manager did. On our last visit to WDW we stayed @ the GF for 10 nights and never had this experience.

 

[Selket]

I think you should write a letter to someone at WDW detailing your experience. It sounds like the manager should have done more to reassure you that something was being done and give you a timeframe and contact info, etc. Does housekeeping leave the doors open when they clean? I wonder if someone else could have stepped in and taken the money even if the door was blocked with a cart. I hope it didn't ruin your trip!

 

[Trekker]

It may very well not be this managers fault. Disney has a policy of being very tight lipped when it comes to anything negative happening at their property.

This manager I'm sure has it drilled into him what he can and cannot say. I know that WDW sometimes makes it very difficult even for the Sheriff to gather the info they need.

This is not a defense of the WDW policy - just a "maybe the manager would not have a job" if he said anything he was not coached to say.

Sorry you had to go through this!

 

[litlpixie]

Kudos to you for calling the cops, I would have done same thing. I am so apalled by the mgr.'s behavior and indifference. POR is an awesome resort, I can't believe that happened, but I guess it's the same wherever you go , you can't trust anybody!!! I will definitely be using the safe for my valuables. I'm so sorry that happened, I don't know what's worse, having $90 stolen or having the hotel take the attitude like " We don't give a #%*! about you, we've already got your $$. OMG that just burns my britches!!

 

[Ziggie]

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[Ziggie]

I am so sorry this happened to you It definitely does not sound like a pleasant experience.

I have to agree with Trekker tho... Disney personnel are known to be very tight-lipped when something adverse happens on site.

Was the room safe not available? I know my daughter stuffs so much into ours that sometimes we can't fit our own valuables into it.

 

[undertheradar]

Hotels are open 24/7 and have routine maintenance, cleaning, etc to get done on a regular basis. Why would you leave money in your room but not in your room safe? Hotels will not accept responsibility for something like this. They will watch the employees for patterns of problems, but are unable to accept responsibility for your loss. If a safe is provided, the hoteliers agreement releases the hotel of liability if the guest fails to use the safe. Unfortunately, too many false claims are attempted against hotel staff, creating an environment of evasiveness. I'm sorry for your experience, but never leave money or valuables in your room.

 

[kathylovesdisneyworl]

I don't think you can assume the manager did not care just because he was not able to give an answer before you were leaving the hotel. I'm sure they have protocol to follow, most places do. Working in customer service, I know how difficult it is to please someone when the information you are telling them is not what they want to hear.It is a real shame that your money was taken, let us know if Disney responds to your complaint.

 

[MELSMICE]

While this is an unfortunately incident, please remember that all the manager has to go on is "your word". Unless the front desk took room inventories each morning of each room there is really no proof that something was stolen.

Think of it from his perspective - they probably get all kinds of false claims (look at the woman in Cleveland that claimed she lost a lottery ticket!) He probably handled it the way he was told. I have reported it also just for the fact that they could have a "hot handed" employee.

Think of it as an expensive mistake & lesson learned. Next time you'll probably leave all valuables in the in-room safe or take traveller's cheques.

BTW - did you check all other bags & go through everything you spent. There have been times that I thought I had more money than was actually there & then I remember that I spent it on something or put it somewhere else. Just a thought.

 

[DisneyChick02]

Ziggie, as a cast member I feel the need to comment on your suggestion that perhaps the manager;s behavior in this situation earned him/her a promotion or bonus. That is both untrue and unfair. If this was the case for every situation I've encountered involving property losses or illness or accidents where there was little I could do to make the situation better, I would have a VERY good income right now!

Unfortunately when there are losses like this situation, there is very little the guest service manager can do beyond being empathetic, sympathetic, checking the room lock and offering to contact security. Did all of that and more happen and was it taken care of in the best way possible? No, doesn't totally sound like it, and melgrek, I'm sorry that is how it turned out. Your experience is not one we want anyone to have.When theft- or anything very serious- occurs, it really does become a legal/sercurity issue and everyone else must stand on the sidelines. All we can do at that point is assist the guest in getting in contact with proper authorities, make phone calls on behalf of the guest, etc.

Melgrek- again, I'm sorry about what happened. I would urge you write in to guest communications regarding your overall experience. The only way we can learn from our mistakes is by hearing about them.

 

[Ziggie]

DisneyChick02, I deleted those comments. They were supposed to be tongue-in-cheek but I guess they weren't received that way.

I do agree with Trekker on what he said, but the promotion remark was a jab at humor.

 

[Atotty]

Do all POR rooms have a safe? I read in a guide somewhere that some rooms do and some don't.

 

[SB in KY]

Boy...nothing like a theft to take the wind out of your sails... I am sorry the manager did not seem helpful, but I am unclear as to what else you expected him to do. He could not legally give you the names of employees that entered the room, and aside from saying that security would investigate I don't know what else he could do (although it would be nice if he had at least sounded sorry and concerned). I don't know of ANY organization that would give a copy of an incident report to a non-employee. Most loss report forms state very plainly that they are company property and may only be given to X department within the company. If you are a nurse in a hospital you know they would NEVER give a copy of an incident report or a medication error report to any patient or family member. What exactly were you expecting them to do or give you? I certainly understand you anger at the managers unconcerned attitude, but don't know how you could reasonably expect "answers" before you left the hotel.

As long as you had some form of report to file for insurance purposes I don't know what else you would really need. A couple of years ago I had my wallet stolen from my desk at work and our homeowners insurance reimbursed me for the cash lost as well as the cost of replacing licenses, ID etc. (no deductible) You might check your policy or call your insurance agent and see if you would be covered...

And if all else fails, chalk it up as an expensive lesson in hotel safety. I wouldn't give up on Disney just yet though...if they told you to contact them again in a week I would definately follow up on it...they may come through for you yet.

 

[melgrek]

Hello.......Thank you for all the replies. I was told to call WDW inabout a week to see how they are handling this matter. There were two people who entered the room that day, and security was suppose to talk to both of them. I will be calling WDW today, and I will post their response.

 

[Tigger Woods]

Originally posted by MELSMICE

BTW - did you check all other bags & go through everything you spent. There have been times that I thought I had more money than was actually there & then I remember that I spent it on something or put it somewhere else. Just a thought.

I believe someone's been inhaling too much pixie dust. I think the poster knows whether cash was missing or not. Employee theft occurs everywhere, including Disney World. Filing a police report is always a good idea. Trust me, the manager had options on how to deal with this situation. I recently had a jacket stolen from my room at a 5-star resort. I spoke to the night manager and he immediately deducted $100 from my hotel bill. If I were the poster, I'd pursue the matter. If nothing else, you'll find out if Disney wants to keep your business or not.

 

[SYDNCLAIRESMOM]

It is my 2 cents that it was the managers job to comfort and reassure Melgrek and family, neither was done. In fact he made them feel worse and more like a nuisance than a victim.
There may not have been anything he could do and he may have been required to be "tightlipped" but I think all the Melgraks wanted was the feeling that someone was on their side. Thats what a customer service manager is supposed to do- serve his customers.
This is big coming from me because I have never said a bad word about WDW or anyone associated with it but I have put myself and my family in their shoes and I would expect the same treatment.
I am going on a solo trip w/myDD5 (sans DH) in 4 weeks and it scares me that this is happening
I would have called the police too.

 

[CarolA]

I am going to get slammed, but... this is the OP's own fault!

You left a fanny pack out in the open with $90 in it. This is just asking for theft! VALUABLES SHOULD NOT BE LEFT OUT!!! Trusting in "Pixie Dust" is not going to get you anywhere. Even if the housekeeper did take the money, how are you going to prove it... Did you write down the serial numbers?

There are VERY few hotels who would do anymore then Disney did and I can't blame them. It really is your word against Disney's.

I don't know what you expect, but I would expect nothing for my own misstake. The rooms have safes or you could at least hide your stuff.


Sorry, but I think this was an expensive lesson and there is not much you can expect. My homeowners even has a limit on cash without proof.

 

[hearts8701]

i too have had something stolen while staying at Disney's grand Floridan hotel during a winter vacation
i hung up my two daughters winter coats in the closet when we arrived due to wonderful weather in Florida we never looked in the closet again until we were leaving for home in Chicago where we would need the coats when we got off the plane
to our surprise the two coats were gone when we were ready to leave.we received no help from management, no discount, no new jackets to arrive home in, NOTHING even after several letters to Disney regarding this issue and to top it off I'm a dvc member!!!!!!!!

 

[SYDNCLAIRESMOM]

I agree that it should be considered a lesson learned and Im a stickler about using our room safe, but dont you think the manager should have gone out of his way on console, comfort, and reassure Melgrek after feeling a terrible violation of privacy? Its how the aftermath was handled that disturbs me here.

Blame aside I think the CMs should have done a better job on the psychological side of things. That is obviuosly what sent her over the edge. I know I would have been a basketcase knowing someone was in my room routing through my things. And if I was treated like a nudge for wanting a little reassurance I think I may loose it a little too.

 

[CarolA]

Hmmm....

It is very hard to sit hunderds of miles away and say if the Disney manager was nice enough. In a case like this preception is everything.

I have seen cases where people have done everything humanly possible and the other party is still IRATE and believes they are wrong.

I try not to judge unless I personally know both sides of the story.

Even if Disney bent over backwards, they are still under no obligation to do anything about the missing money.

If you don't want the housekeepers and others "routing through your thing" keep them out of site. I travel a lot and even my nice makeup and stuff gets put away when I leave the room. (Perfume is something that gets taken A LOT!)

As for the person whose coats were stolen, having stayed at the GF I believe it. I was VERY unimpressed with the staff there. However, I have no idea what being a DVC member has to do with it. I am a DVC member, that entitles me to use rooms not much else.