My letter to guest relations

[phorsenuf]

Originally posted by IloveDMB
Did they take anything off of your meal at Trail's End? We don't use glass at our restaurant but I'd like to think that if something like that happened, we would take something off of the bill.

No, they didn't. They said and did nothing even though they knew he had been hit by the glass.

 

[Lewski709]

I hope you get a response with some type of credit for all your hassles.

 

[phorsenuf]

I'll be happy with an apology and changes in their procedures.

 

[kasar]

I'm sure the restaurant workers are instructed to say NOTHING in these situations - it the person complains, get a manager but don't make any comments or admit anything. You didn't make a big deal and they sure don't want to either. Unfortunately, with lawsuits so prevelent, they'd rather hope it all goes away than make sure the guests are okay. That's too bad, especially at Disney (but I'm sure even more so at Disney!).

I think your letter was excellent - you gave them a clear picture of what happened without going into hysterics. I think the direct approach (without demanding anything) works the best in these situations - I'm sure they'll take your opinions to heart.

 

[IloveDMB]

Originally posted by phorsenuf
No, they didn't. They said and did nothing even though they knew he had been hit by the glass.

Wow, I can't believe that a manager didn't approach the table or anything.

 

[deadheadbelle]

I hope you get a response soon. I think if you feel like you have an issue you want addressed, you should send a letter/e-mail. Whatever the problem, I'm sure they want to know.

As far as Lewski's comments go, I don't blame her for bringing up her postcard/email thread. A lot of people jumped on her for sending an email about an issue that she had a problem with. While the issues are not remotely the same, both phorsenuf & Lewski had a problem with something & they sent an email to point it out.

 

[skiwee1]

Originally posted by deadheadbelle
I hope you get a response soon. I think if you feel like you have an issue you want addressed, you should send a letter/e-mail. Whatever the problem, I'm sure they want to know.

As far as Lewski's comments go, I don't blame her for bringing up her postcard/email thread. A lot of people jumped on her for sending an email about an issue that she had a problem with. While the issues are not remotely the same, both phorsenuf & Lewski had a problem with something & they sent an email to point it out.

Actually phorsenuf had a legitimate complaint. Lewski was just mad that she/he didn't get a postcard. Huge difference and absolutely no validity to it at all. Not everyone gets discounts and I find it ludicrous and childish to whine about it. That is why she/he was ridiculed. And to top it off Lewski brings it back up again like she/he didn't get enough the first time around.

 

[deadheadbelle]

OK, who are YOU to decide what is a legitimate complaint? I would like to think that Disney would want to hear any complaints that visitors have.

 

[cheeringmom]

Good luck on getting a response OP. I'm still waiting after I emailed them in Nov and then again in Jan. Probably won't ever hear from them. But I agree, everyone has a right to write guest relations w/ any commnets-good or bad.

 

[disneyluvers]

Well skiwee1 and phamton, I hope you get a courteous result of any concerns or complaints you might have to post in the future, completely unlike the rude comments you posted concerning Lewski709. I can't fathom how people who are probably otherwise nice become attacking gremlins when they post to this board.

 

[phamton]

Originally posted by disneyluvers
Well skiwee1 and phamton, I hope you get a courteous result of any concerns or complaints you might have to post in the future, completely unlike the rude comments you posted concerning Lewski709. I can't fathom how people who are probably otherwise nice become attacking gremlins when they post to this board.

I seldom post to this board and never have I been accused of attacking anyone on any thread on the DisBoard.

For the rude comment, I would suggest you go back and read Lewski's first post on this thread. I don't know Lewski nor have I had any interaction with either Lewski or phorsenuf before. I have no ax to grind with Lewski. I just saw no excuse for Lewski to be attacking the OP for her email. I've been accused of sticking up for the underdog before and I'm sure I will do it in the future. If you see that as being rude, so be it.

 

[skiwee1]

Originally posted by disneyluvers
Well skiwee1 and phamton, I hope you get a courteous result of any concerns or complaints you might have to post in the future, completely unlike the rude comments you posted concerning Lewski709. I can't fathom how people who are probably otherwise nice become attacking gremlins when they post to this board.

You must be blind if you don't think Lewski wasn't rude by the comment she made to the OP. Do you think she was just making conversation?

 

[ohanafamily]

Where to begin... Most places I have been to have a policy that when an incident occurs, (like someone falling, or some other situation that is a potential lawsuit) a MOD(manager on duty) must come out and fill out a report so the company has a knowledge of what happens if a lawsuit ensues later. I fell down once in a Pizza place (in Dallas) I slipped on a wet area that was not marked. The manager came out, filled out a report, and asked me how I was doing. I was too embarrassed to say anything, but they filled out the report. they told me it was a legal requirement, but I am not sure. I would say that is a policy that should be followed at WDW. Even if they don't offer you anything, they should fill out a report. I mean, what if your DS would have gone to a Drs office a month later with a blood disease he got from the cut? (as my BLAW prof always stated...Document, Document, Document!)

As far as the poor attitude of the CMs, I have noticed that a lot lately, but it seemed to be getting better. (Please read this as go to WWW.savedisney.com and post your bad experience to Roy. ) I hope it will improve, I am not disabled, but I can see a lot of times where you get special treatment, and some guests resent it. Disney has to walk a fine line. I think you should have taken names because they are there to help, and you might get them retrained. People with disabilities do need a little extra help, and the CM's should happily give it. I would also post this on the transportation thread (about the bus problems).

As far as the post card situation goes, Guys, What Is Important To One Person May Seem Trivial To Another, I think that since that thread is locked and gone that you should learn from that. Agree to Disagree, and realize that just because someone is passionate about something that you have a problem understanding, that they may hold a slightly different view of propriety. (IOW, get over it...Move On...I would say kiss and make up, but naww...I think Lewski709 was just trying to make a point about being judged, and the hatred came out of the woodwork. She is generally quite nice (opinionated, but nice)

 

[disneyluvers]

What I saw was one poster asking another poster a question. I cannot find any way to justify either of you interpreting anything other than a question. You both were just plain rude in commenting where none were needed. The original OP did not get angry or rude in answering the question Lewski709 asked. I believe it was an A and B conversation which was dealt with by the OP and Lewski709. Neither of you should have become involved. However, since you both were rude and discourteous to my friend, I take offense and thus have become involved. If neither of you can move on and realize that you both made a mistake then it just justifies my belief that those in the wrong never quit, they just keep digging deeper and deeper.

 

[skiwee1]

Originally posted by disneyluvers
What I saw was one poster asking another poster a question. I cannot find any way to justify either of you interpreting anything other than a question. You both were just plain rude in commenting where none were needed. The original OP did not get angry or rude in answering the question Lewski709 asked. I believe it was an A and B conversation which was dealt with by the OP and Lewski709. Neither of you should have become involved. However, since you both were rude and discourteous to my friend, I take offense and thus have become involved. If neither of you can move on and realize that you both made a mistake then it just justifies my belief that those in the wrong never quit, they just keep digging deeper and deeper.

We can be involved any way we'd like unless of course you have become a mod. I made no mistake and will not apologize. I call them like I see them. Why don't you move on?

 

[ScarlettO]

So we get to the wilderness lodge and guess what.......the dock is almost a foot higher then the boat. Isn't this nice, now what? So some guys had to lift the ECV up out of the boat and onto the dock. I will never stay at the Wilderness Lodge because of this. I wouldn't recommend riding a boat for someone in a scooter. You can take a bus to Mk from WL, you know.

Op has one legitamate complaint....the broken glass. Letter is too long and rambling in my opinion, doesn't use paragraphs, which makes it hard to read.

I don't understand the point about complaining about a PS that was cancelled , when you didn't use it. Problems with your room...cleanliness and soap dispenser should have been made to housekeeping , when you are there....not after a trip, in my opinion.

I just can't get over how many folks write these whining , complaining letters to WDW after a trip....is everyone out there so miserable during their trip???

 

[disneydragon]

I agree with ScarlettO. The letter is WAY too long. Plus, the OP doesn't say what it is that she wants Disney to DO about it. Correct complaint letter procedure is to state the complaint and then state what you want them to do. If you want an apology, ask for one. I also agree with ScarlettO that these complaints should have been made in person, while on the trip as they were happening, not in a letter afterwards. It makes the complaints less credible.

 

[epcotfan]

The letter needs to be simplified and broken into paragraphs. I got blurry eyed after reading 2 paragraphs. Short and to the point is best if you want their attention. Keep it under 1 page.

As for housekeeping issues they need to be addressed while you are there. I learned that the hard way at AKL. I kinda let things slide initially and then things got worse. I should have addressed housekeeping when the first problem occured instead of hoping it would magically get better on its own.

 

[phorsenuf]

Originally posted by ScarlettO
So we get to the wilderness lodge and guess what.......the dock is almost a foot higher then the boat. Isn't this nice, now what? So some guys had to lift the ECV up out of the boat and onto the dock. I will never stay at the Wilderness Lodge because of this. I wouldn't recommend riding a boat for someone in a scooter. You can take a bus to Mk from WL, you know.

There is no bus to the wilderness lodge from the magic kingdom directly. That's why I said there was no bus. The bus information people by the bus loading area said it is possible to take a bus but plan on it taking 45 minutes, we should take the boat.

Op has one legitamate complaint....the broken glass. Letter is too long and rambling in my opinion, doesn't use paragraphs, which makes it hard to read.

The letter was broken into paragraphs, its just when I copied and pasted it here it distorted it.

I don't understand the point about complaining about a PS that was cancelled , when you didn't use it.

It's the point of the matter that I thought they should be aware of.

Problems with your room...cleanliness and soap dispenser should have been made to housekeeping , when you are there....not after a trip, in my opinion.

Again, just bringing it to their attention

I just can't get over how many folks write these whining , complaining letters to WDW after a trip....is everyone out there so miserable during their trip???

When we were there the amount of "suits" standing around taking notes on everything was amazing! Obviously they are watching operations very closely. I wrote a letter to inform then of some problems we encountered, I was not whining.

 

[phorsenuf]

Originally posted by disneydragon
I agree with ScarlettO. The letter is WAY too long. Plus, the OP doesn't say what it is that she wants Disney to DO about it. Correct complaint letter procedure is to state the complaint and then state what you want them to do. If you want an apology, ask for one. I also agree with ScarlettO that these complaints should have been made in person, while on the trip as they were happening, not in a letter afterwards. It makes the complaints less credible.

As I posted already, the letter here distorted when I copied and pasted.
I don't want Disney to do anything except be more aware of their problems especially the disability issues.