My Open Letter to Disney.....A Loyal Guest Speaks Out

[sitchu2]

Great letter, I couldnt agree with you more, and I find myself in many of the same situations as you mentioned. I like to visit semi-anually, carry the ap and own dvc, but depend on the ap rates to extend my trips. ect...

What I think is really obsurd is the fact that disney is advertising this visa on tv in my area as a means for kids to get to wdw, my daughter has actrally told me to make sure I buy everything with the disney visa now, when the fact is if we spend 30,000 on the card we will only have earned 300 magical points, not even enough to purchase one 7 day park hopper or anual pass!!

Another point that I dont understand is why they are not more eager to fill the resorts with discounted stays to loyal customers. The fact is the largest part of my wdw vacation budget is alloted to eating. The prices in the resturants are extremely overinflated, however this is one area that I have accepted and wrote it off to enjoying the great themeing while being on vacation.

Our family will continue to visit disney in the future, but we have now chosen a rccl cruise over disney for the value issue, and we are debating whether to visit universal the week before or return to wdw.

I am really feeling the need to be reminded why I became so loyal and attached to wdw vacations, and I cannot wait to hear the response your letter will bring.

Thank you for expressing what so many of us feel.

 

[caseymaureen]

DisneyKidds~ After reading your letter (very well written I must say!) and the responces from our fellow boarders, I thought I might make a suggestion. It is totally your decision since it is your letter, but I think adding a kind of petition to the end would make a little more of an impact than a one-person letter. Maybe say something at the end like "and all of these people, fellow Disney fans, former Disney club members, DVC owners, and loyal Disney guests, and even a few former cast members agree with me..." Totally up to you, but as one of the mentioned former cast members I know that they pay a lot more attention to a large group with a common problem than a single person. They kind of look at a one person project as a troublemaker and a group as somewhat more valid. If you decide to add this, sign me up! My name is Casey Humphreys, a stock owner, and former CM, and my mother, another poster and DVC owner, stock owner, Disney club member, and all around Disney fan, is Leslie Humphreys (leslieh.) God bless you for writing your letter. I wish you the best in getting the responce you deserve, and I hope they take you seriously and make a difference!

 

[leanne2255]

I agree with Caseymaureen. If you are looking for signatures, count me in! My family visits WDW semi-annually, and we are DVC owners. It pains me to see that loyal customers such as ourselves get NOTHING for our loyalty. There will be a great uprising of Disney fans, soon, and they will be sorry that they did not treat us better.

 

[BCVOwner2002]

Great letter! Please let us know if you hear from anyone. Annmarie

 

[JeffH]

but you also have the ability to apply for the card and obtain those discounts.

Only if you get the card. A card like this requires almost perfect credit.
I was denied despite the facts that I've owned my home for over 12 years, have held a professional job with the government for over 20 years, making good money have been already accepted for 4 major credit cards (including Discover) and purposely closed one of the 4 in hopes that I could then get another 4th (the Disney Card), not wanting to be accused of having too much credit. 2 of my cards have a $0 balance, and the other card varies greatly depending on when the last (large) payment was made.

Although I really wanted to have a Disney Card (since my whole life revolves around Disney here in car#1), it doesn't really matter since my main card (Discover) gives me 1% back in cash to use as I please, instead of as a Disney 'discount'. It, again, is Disney's loss.

 

[turbodisney]

Great letter DisneyKidds.

It used to be the mark of a great company when they took care of their customers. But now it seems like most companies are trying to please the shareholders on Wall Street. Its called "enhancing shareholder value". And it's not a long term concern either, just what have you done for me this "quarter".

I love Disney to and hate to see it spiral inward on itself. Shorter hours cause people not to go, cause resorts not to be filled, cause the bottom line not to be good, cause cancellation of new rides, with nothing new, causes people not to go...etc...

I am going in June and hope to have a good time. I hope the hours are long and the lines are thin... I got an upgrade to WL cause POFQ is closed. I will go back to POFQ as soon as its opened back up. Its a great place and its a good value for us.

With the corporate mentality these days...we are lucky they built Animal Kingdom when they did....I guess the time of the 90's wasnt so bad after all...even with a Dem in the White House..lol

 

[cindyfan]

Great letter!!
Add my name to the list if you choose to do so!

 

[Goofyposter]

WONDERFUL Letter!!!

I did do the visa thing....but I SOOOooooo agree with you about it being a mistake to nuke MKC/TDC .... people WANT to feel APART of "the Disney Family".....a credit card...simply doesnot inspire the feeling of a 'connection'...in fact...after reading some responses...I worry it could do the opposite....a lot of people have had/do have bad experiences with credit cards...I mean really..who likes to get the 'magical' month mailing from their credit card company??? vs. the Disney Magazine etc.

ALSO in regards to the petition idea....it seems to me that there are some sites on the internet that allow for people to set up on line petitions for others to 'sign'....I think I seen some before....if so...perhaps you could set one up and get it running before you mail the letter...and include the URL for it in your letter?

Thanks for putting in words some of what has been running thur my goofy head!

 

[DisneyKidds]

Its called "enhancing shareholder value".

Somewhere along the line Disney forgot that taking care of their customers IS the best way to "enhance shareholder value". I hope they remember that soon.

 

[smjj]

Great letter. I want to sign too. As a family who has been going to Disney for several years now, we can see the steady decline from year to year. This last trip was an eye opener for both my wife and I. After hearing friends rant and rave about Universal and their new onsite resorts, we have decided our next trip will be there and not Disney. I can't believe we are doing this but Disney has cut back on sooooo many things that it simply does not have the magic it once had. Walt is probably rolling over in his grave now due to what Eisner has done to Disney and if he were alive today he would not stand for what has happened to Disney. They have forgotten who butters their bread(us repeat quest and our positive feedback to others)..smjj

 

[winniedapooh]

You can sign me up as well should you choose!

 

[phyllis1966]

Bravo! Bravo! Bravo!

Your letter is well thought-out and appropriately moving - please keep us posted on the response! Like many others, I'd loved to have my name on the bottom of this letter.

 

[ghostwriter]

I was totally blown away by your letter.
I have had the same feeling for a long time.
I would like to know how many mistakes they are going to let Eisner get away with.
You just can't keep taking away from your loyal customers.
I don't know if this crossed your mind but take one look what he did to the Disney Stores.
There is nothing to buy in there for adults. They are shutting down the stores at a alarming rate.
There is power in numbers......... Lets stick together

 

[margaritabnl]

Wanna hear a real doozy?! To me, this speaks VOLUMES about Disney and their interpretation of customer service.

I am an outside sales travel agent in MA and booked myself on a WDW Travel Co. package to CSR 5/3-5/10. I booked from home, made my notes as usual like I would in the office and my faxed confirmation sent to the office WAS NOT ANYTHING NEAR what the res. agent told me!

I requested waterview, ground floor, link my reservation with my sister's etc. and connecting air through Washington DC is what I requested and received verbal confirmation for when I reserved. Faxed confirmation I picked up from the office was STD view, ground floor, no mention of linking my sisters reservation, and connecting air through New York with a 3 hour layover coming home! The difference was so drastic I asked the customer service rep to confirm the names!

The explanation I received today was a joke. They had no idea why the res. was so messed up, informed me CSR waterview is sold out as well as the entire resort, they could change my flight coming back for $100 per ticket (with my family losing the last day at the parks for a much earlier flight), and worst of all, offered NO APOLOGY! I pay the same for a package as many of you do. I never use the travel agent wild card for discounts as I think that skews a resort critique.

I told the manager I was coming down there specifically to critique the resort and I was not off to a great start. He told me he would make note of that in the computer. He said the best I could hope for was a cancellation for a waterview and that if it happened, I could upgrade at checkin for $15 more per night.

Just another shining example of WDW customer service!!!!!!!!! But at least I have some leverage other people might not have. Very simply, I will suggest my clients go somewhere else when they inquire about a Disney package as I feel they do not get what they pay for. The value just isn't there anymore and their money could be better spent, and MORE APPRECIATED, elsewhere! *swan dive off my soap box now.......*

 

[mommabear01]

I am a Disney cast member, and unfortunately have to speak directly with Disney Club member who speak of their anxietiesin Disney. It upsets me soooo much that Disney has taken this step and have alienated so many of their loyal and most loving fans. I hope that they will soon see ALL the errors that they have made recently. GOOD LUCK and BLESS YOU!!!!

 

[Queeni512]

Wonderful letter! I agree on just about every point! Although I have never been a Disney Club member, I have had a Seasonal AP, am a member of the Disney Dining Experience, and am a Florida resident (and am an avid pin-collector-geek). For the past two years I have visited WDW on an average of once per month (staying at least one night but usually more), often times twice per month. I have always used some type of discount when booking my on-site accomodations. I have always insisted upon staying on-site due to themeing and convenience. This all changed in February................

I was able to attend a special event in the beginning of Feb. I stayed only one night at the Coronado Springs Resort--cost--about $93 including tax. I decided to meet my parents in WDW for Valentine's weekend two weeks later. I called to get a reservation and was told that Valentine's weekend is a holiday weekend and there are NO discounts available to anyone!! The same room I had just stayed in would be $169 + tax!!! This just felt wrong (like a slap in the face--I have spent an average of 3 nights per month in an on-site hotel room for the past two years!!), so I decided to stay off-property for the first time ever. We stayed at the Hotel Royal Plaza and really enjoyed it! Very comfy beds, much bigger and nicer rooms and bathrooms (a huge roman tub with shower and Bath and Body Works toiletries), better cable, iron/ironing board, coffee maker with coffee, a twin size pull out sofa bed, and a short walt to DTD--cost $101/per night including tax!!

I decided to take another weekend trip with my guy on the weekend of 4/12--once again--a holiday weekend and absolutely NO discounts of any kind! I decided to take a chance on Priceline.com and PRANG!!!! A room at the Wyndham Palace Resort and Spa for $78.08 including tax! This resort was amazing! Once again, upgraded toiletries, a hair dryer, coffee maker with coffee, iron/ironing board, honor bar, the most comfortable bed and pillows I have ever slept on (even better than our own bed ), many great restaurant AND spa options, when you close the drapes the room is very dark, and less than a 5 minute walk to DTD!!! This is our most favorite hotel yet!!

I am not complaining about not receiving a discount. I just think that kind of loyalty should be taken better care of. Thanks to WDW's lack of discounts we have discovered some much nicer accomodations for MUCH more competitive rates not so far off property. I have actually tried Priceline again for the next vacation and managed to book a room at the Dolphin for a great rate. We will also be staying at the Yacht Club--since my nephew requested a stay "At that one place with the really cool waterslide and pool!!"

I am not getting down on Disney, but they opened a previously unnoticed door for us by not having any discounts available and we are very pleased with what we have found on the other side. I will still occassionally stay at a Disney Resort, but have found that slightly off property can be even better than on property. We are hoping to try the Gaylord Palms Resort and the Hyatt Grand Cypress Resort in the near future. This cliche comes to mind, "When given a lemon, turn it into lemonade!"

If you have actually read all of this--I am sorry for getting somewhat off-topic, but I think my post follows along the same lines as the letter written and many of the previous replies.

Please keep us posted on any replies regarding your letter!!

Thank you and my regards to all,
Kim

 

[DVC-Landbaron]

Hi-a Mr. Kidds!!!

I’m back! And the first thread I went to was your letter. Very nice indeed! Now, if you really want to keep to your car-2 moniker, I’ll play along. But I gotta tell you; this letter could have been written by me. And to further the point, your most recent post:

Somewhere along the line Disney forgot that taking care of their customers IS the best way to "enhance shareholder value". I hope they remember that soon.

… can be found – VERBATUM – in the second paragraph of the “Official LandBaron Manifesto of All Things Disney”!!

Still, if you wanna be a two-er – SO BE IT!!! It'll be our little secret!!

Anyway!! Congratulations!! Great letter. And I have NOTHING to add. Send it.

Here's an unsolicited tip: use way more "cc"'s than you did. I'd suggest sending it to 5 or 6 people including some at WDW.

Ditto!


OH MY GOD!!! I agree with Mr. Kidds AND Scoop in the same thread!!! I must still have pixie dust on the brain!!!

 

[d-r]

I wish that all of the folks who have said "me too" would write a little letter of their own.

 

[mikeymars]

>>Here's an unsolicited tip: use way more "cc"'s than you did. I'd suggest sending it to 5 or 6 people including some at WDW.<<

I sent the original author of the letter the list of Disney management I used when I sent my letters complaining about the problematic implementation of the Bank One VISA program. If she used it (she may have), trust me, that letter WILL have a major impact.

 

[DisneyKidds]

If she used it (she may have), trust me, that letter WILL have a major impact.

That would be 'he' (what, did you think only a woman could have written such a letter ), and I am using your list, as well as a few other names from Baron's contact list at the top of the board. Thanks.