Need address or email to write a letter of complaint

[DisneyMomx7]

I was wondering if anyone had the address or email to write a letter of complaint regarding our stay at the GF. I think we had such a bad experience with mousekeeping that the people at the top really should know what is going on. It has made us change our mind about staying at the GF, and we were really loyal GF guests.

 

[ducklite]

PO Box 10000, LBV, FL 32830

Or send it via Fed Ex to the street address on the back of your paper confirmation.

Anne

 

[DisneyMomx7]

I should have also asked if anyone has the name of the GM or should we address it to Guest relations?

 

[safetymom]

Did you mention your concerns while you were there? Did they have the chance to make it better for you while you stayed at the GF.

 

[TammiMcMan]

I'm curious as to why the resorts don't have guest comment cards available . I always take the time to fill them out when we travel, but I couldn't find one anywhere at the Disney resorts. Guest services told me that they didn't exist. I've filled them out for dining, so why not the resort? About the best I've seen is some folks will be selected to do a random on-line survey after their vacation. I don't even know if this is Disney or just a marketing group.

 

[DisneyMomx7]

Did you mention your concerns while you were there? Did they have the chance to make it better for you while you stayed at the GF.

Yes, we called about the mouskeeping on three separate occasions. They would send up a new mouskeeper for two days and it would be great, but then it would just go back to the regular, poor mousekeeping and we would start all over again. We only complained about something which we thought was standard - a clean room. When we checked in DH even found two pez dispensers under the bed, and our kids didn't have any so they were obviously left from the last guest - we just let that go. We only received a newspapers 3 of the 15 days and didn't complain about that either.

It never even looked like mousekeeping vaccumed. I straightened up each morning so our room was not a hard room to clean.

 

[katallo]

A similar thing happened to us at WL recently. Checked in and found two empty Red Bull cans under the bed, but clearly visible. We were going to dispose of them but decided to see how long they would remain. Still there the day we checked out. We mentioned it to the front desk on our last day and they said "we'll take care of it"

 

[amejr999]

Walt Disney World
Guest Communications
PO Box 10040
Lake Buena Vista, FL 32830

wdw.guest.communications@disneyworld.com

To reach the GM of GF (lol)

Disney's Grand Floridian Resort
Attn: General Manager
PO Box 10000
Lake Buena Vista, FL 32830

 

[Sammie]

I'm curious as to why the resorts don't have guest comment cards available . I always take the time to fill them out when we travel, but I couldn't find one anywhere at the Disney resorts. Guest services told me that they didn't exist. I've filled them out for dining, so why not the resort? About the best I've seen is some folks will be selected to do a random on-line survey after their vacation. I don't even know if this is Disney or just a marketing group.

Actually they used to have them in every room at Disney just like all major hotel chains. I think since there is a contact area on the official Disney site they removed them from the rooms as they felt the email contact was more efficient.

 

[Sammie]

Yes, we called about the mouskeeping on three separate occasions. They would send up a new mouskeeper for two days and it would be great, but then it would just go back to the regular, poor mousekeeping and we would start all over again. We only complained about something which we thought was standard - a clean room. When we checked in DH even found two pez dispensers under the bed, and our kids didn't have any so they were obviously left from the last guest - we just let that go. We only received a newspapers 3 of the 15 days and didn't complain about that either.

It never even looked like mousekeeping vaccumed. I straightened up each morning so our room was not a hard room to clean.

I am not sure what is going on with the vaccuming of the rooms but obviously this is an area that needs addressing.

As to the papers are you sure someone did not lift your paper from the hall vs. your not getting it. I saw kids going around one morning gathering every paper left outside a door, they thought it was funny.

 

[DisneyMomx7]

If the kids took the newspapers they must have gotten up pretty early since DH is a runner and left to run every day around 5:30. I was up early too.

 

[pirateofthecarolinas]

Kent Mitchell is the GM at the GF. Don't expect a reply from him. Several people on theses boards have said that they never heard back from him. I think that is a poor reflection on him as a GM.

At another WDW resort I found a disney trading pin on the floor of our room. We had just checked in and I wondered if Mousekeeping had even vaccumed It had fallen off someone's lanyard and didn't have a back. OUCH, that would have hurt.

Sadly, now I check around the room and under beds before letting my 3 children in the room. You never know what you're going to find.

Lori

 

[Tamar]

We get a postcard inviting us to fill out an online survey after every Disney stay. I thought everyone got them....

 

[dmslush]

We were very dissapointed with mousekeeping at our AKL stay last week. As soon as we checked in, I kicked off my shoes and walked to open the drapes on the balcony. I felt something wet, cold and squishy between my toes, it was a grape. It was so gross feeling.

I don't thing the room was vacuumed the entire time we stayed there. My dd kicked a pair of shoes off at the edge of the bed, they stayed in the same exact spot for the entire week.

You know how you get 4 glasses on the mickey coasters? Well, I used one a day, it would be taken that day, but no replacement. LOL, we didn't get new glasses until the 4th day and I had used them all.

And this one seems silly, but you know how they tuck the sheets and spread in on the bed? Well, the housekeeper would tuck them in on the sides that you could see when you entered the room, but the other sides were not tucked. It was like she was trying her best to make the room look presentable from the door, but to heck with it if you were looking from the other side of the room.

We did tip everyday, and we are not slobs. I don't expect ANYTHING above normal housekeeping services, I don't expect towel animals, purchases being arranged in cute setups, etc.. but I do expect floors to be vacuumed, and beds to be made properly.

 

[Tigger_Magic]

Kent Mitchell is the GM at the GF. Don't expect a reply from him. Several people on theses boards have said that they never heard back from him. I think that is a poor reflection on him as a GM.

Maybe it is a reflection that he has a hotel to run. It may be that there is little or nothing he can do to resolve an issue that is brought to his attention long after the guest has left the hotel.

If an issue is that important to you, ask to speak to the GM while at the hotel. This provides the individual the opportunity to investigate the problem. Writing afterwards may be helpful for the writer, but it provides only one side of the issue with little opportunity to investigate or resolve it.

 

[ducklite]

Maybe it is a reflection that he has a hotel to run. It may be that there is little or nothing he can do to resolve an issue that is brought to his attention long after the guest has left the hotel.

If an issue is that important to you, ask to speak to the GM while at the hotel. This provides the individual the opportunity to investigate the problem. Writing afterwards may be helpful for the writer, but it provides only one side of the issue with little opportunity to investigate or resolve it.

Have you ever been able to get the GM from the GF to speak with you when you've got a complaint? Trust me, we tried, Georgina refused to come off her throne to speak to us.

Anne

 

[TammiMcMan]

Anne, my experience with Georgina was very similar during our 7/2000 vacation. Not sure if the name Chas Rosenthal means anything to you, but we were forced to deal with him and it was not pleasant. Luckily, it's been uphill since then, but that situation certainly could have put us out of the GF for good.

 

[Tigger_Magic]

Have you ever been able to get the GM from the GF to speak with you when you've got a complaint? Trust me, we tried, Georgina refused to come off her throne to speak to us.

Anne

I've never stayed at the GF although I've love to. In all our families' trips to WDW, we've never had an issue that rose to the level of needing to speak (or write) to the resort GM.

 

[DisneyMomx7]

Maybe it is a reflection that he has a hotel to run. It may be that there is little or nothing he can do to resolve an issue that is brought to his attention long after the guest has left the hotel.

If an issue is that important to you, ask to speak to the GM while at the hotel. This provides the individual the opportunity to investigate the problem. Writing afterwards may be helpful for the writer, but it provides only one side of the issue with little opportunity to investigate or resolve it.

Good luck speaking to the manager! We made three phone calls to complain but weren't about to spend our whole vacation chasing the GM around. We have three small kids who were there to see Mickey, not Kent. Maybe he should be made aware of the problems so he can fix them. We're writing the letter for exactly that reason and so that someone else might not experience the disappointment we did. The funny thing is we loved the GF and encouraged lots of people to stay there - we felt it was worth the money. Well by not training mousekeeping or caring enough to fix the problem for the whole stay that ended that. We'll definitely be trying a different resort for our next trips. We had already planned on stay at WL in January just to get a "winter" feel, but for our July 2006 trip we'll be looking into the Poly, YC/BC, Animal Kingdom etc.

 

[ducklite]

Anne, my experience with Georgina was very similar during our 7/2000 vacation. Not sure if the name Chas Rosenthal means anything to you, but we were forced to deal with him and it was not pleasant. Luckily, it's been uphill since then, but that situation certainly could have put us out of the GF for good.

Chaz was actually the person we dealth with after we got home, and we didn't have any problems with him...except he didn't want to put anything in writing.

Anne