Need address or email to write a letter of complaint

[ducklite]

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.

Well, you've been lucky then. We've had two tiems that we needed to get a manager involved, one was at the GF, and the other was at the AS's. (FILTHY room, park passes not keyed onto room keys, given an occupied room, given a smoking room even though we were guaranteed non-smoking for medical reasons and being told it couldn't be changed as they ahd already changed us--huh? They had to change us as they first assigned us to an occupied room! The list goes on for the AS's stay.)

I've had lots of little things go wrong, most are jsut overlooked, and maintenance issues I generally am not concerned about as long as it's quickly resolved.

Anne

 

[NCombs]

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.

One of the main responsibilites of running a hotel should be addressing these issues. So, in my humble opinion, if they aren't being addressed then the hotel isn't being run properly. I think one of the important things about writing is to point out problems so they can be addressed for future guests. The issues can't be resolved for a guest who has already gone home but they can certainly be resolved for future guests and it's why this kind of communication is important. Just my opinion.

 

[TammiMcMan]

Anne, If it occured after our problems, it was probably because of me that he didn't want to put anything in writing. It's all water under the bridge now, but he did make certain assurances to me on the phone even before our trip and then suggested that I was the one mistaken about them. He wasn't too happy to hear that I had documented every phone call with time/date and exact conversation.

Tigger_Magic, the only other time that I've brought anything up to management was a July 4th stay last year at the Hyatt. We booked this hotel exclusively because of what was advertised on their website. They were to have a tent and a Texas bar-b-que, plust a few other things. Well, when we checked-in, they handed us a itinerary that didn't include anything that they had advertised. We found out that they ended up having a private party reserve the tent and the Texas bar-b-que was hamburgers, hot dogs and a bag of chips. I had printed out the information from the website though and the GM was very apologetic and made an offer for another stay.

 

[Tigger_Magic]

Well, you've been lucky then. We've had two tiems that we needed to get a manager involved, one was at the GF, and the other was at the AS's. (FILTHY room, park passes not keyed onto room keys, given an occupied room, given a smoking room even though we were guaranteed non-smoking for medical reasons and being told it couldn't be changed as they ahd already changed us--huh? They had to change us as they first assigned us to an occupied room! The list goes on for the AS's stay.)

I've had lots of little things go wrong, most are jsut overlooked, and maintenance issues I generally am not concerned about as long as it's quickly resolved.

Anne

I'm not sure it's luck. We have had issues & problems. It's just that none of them rose to the level -- for us -- of needing to involve the resort GM. My experience with CMs and Guest Relations has always managed to resolve any issues successfully.

 

[Jasminetigger]

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

We stayed at WL in June. Our stay was absolutely wonderful. No complaints except for mousekeeping. I think they go with the mentality that if the guest is checking out that day the room gets cleaned really good. If the guest is continuing their stay the room gets tidied/light cleaning. This is just my opinion. I remember when we checked in our room smelled so clean. I even commented on it. The room was immaculate. We stayed 8 nights. It never smelled like that again. They only vaccumed once while we were there. I had to call housekeeping to politely ask them to remember to clean the table. This was after three straight days of the table not being wiped down. I just think this is an area that definitely needs to be addressed and from reading these boards it is this way to some extent at all the resorts.

 

[sammax]

I agree it's a problem at all the resorts. We stayed at POFQ in May, and
mousekeeping broke a small cologne bottle of my DBF. It wasn't an issue,
accidents happen, but the next day I stepped on 3 shards of the bottle on the
floor. I can understand that the breakage was an accident, but no one vaccumed!!! Thank heaven I don't have children.

 

[Tamar]

I don't recall ever seeing or hearing a vacuum cleaner in the halls at any Disney resort, and we stayed at both ends of the spectrum this spring. We stayed at GF in May (had a wonderful stay, no complaints at all) and Pop in June (there was a sticky spot in the carpet that was there for our whole 6 night stay...no we did not complain about it, it only bothered me momentarily when I stepped on it).

We don't travel with kids, and we do usually stay DVC (where there are vacuums in the rooms). Have others seen/heard vacuums at the resorts?

 

[freakylick]

HMM..well I haven't stayed onsite since I was a kid and back then I really didn't care about such matters. But now I think I might need to bring my Magic Reach and Dirt Devil.

 

[Tigger_Magic]

We don't travel with kids, and we do usually stay DVC (where there are vacuums in the rooms). Have others seen/heard vacuums at the resorts?

I've seen and heard vacuums at CSR, CR, BC, WL, YC among others. Yes, vacuums are there and they are used. Somewhere.

 

[hauntedmansion]

We love the POly and the same thng happened to us last year. Twice we came back to the room at 10pm and the room had never been made up for the day. So instead of crawling in the bed we had to wait 30min to have the room clean. No face clothes,or towels another. I called down after the third time and asked them if we were supposed to dry ourselves off with the Drapes?? Or maybe we needed to get a more expensive room to have towels included??( i was a little angry by this time) we stayed 7 nights and 4 out of 7 there was something wrong with housekeeping. They days the rooms weren't made up the tip we left($10) was gone. We will never stay at the Poly again because of this. We will stick with our POFQ

 

[Sammie]

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.

Were other papers left and yours were gone. If so then someone got yours. If there were no papers delivered then someone messed up. I have seen adults pick them up too.

 

[Sammie]

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

She is no longer employed at Disney, so they do care about guest comments and problems.

 

[Sammie]

I am curious and not being disrespectful but would appreicate an honest answer, why do some of you feel your problems warrant the attention of the GM of a resort. At Disney resorts there are levels of management that are in that position to handle problems and complaints. That is not necessarily the GM's job.

If you have gone thru the proper channels and absolutely no one in the entire resort, which I am sorry I find hard to believe, is able to resolve your problems then I guess you go to the top.

 

[minniesota]

DisneyMomx7 - Sorry you had a bad experience this time. I sure hope hey get their act together by Oct. - I would be very disappointed if we run into the same service issues you and another DISer recently had.

I was wondering which building you were in this time? And if the issues are building-related? I know you always recommend Sago and I had such great mousekeeping/turndown service there in Feb. I was upgraded to LV in Boca Chica in May and while I had no complaints, the staff did seem more overwhelmed. Boca Chica seems like a much larger building - not sure if it is compared to Sago. Anyway, just wondering where you ended up this time?

Good luck with trying to resolve your difficulties and thank you for taking the time to do it. Maybe it will benefit those of us who love the GF!

 

[auntpolly]

My husband has to travel for work a day or two 3 out of 4 weeks and gets a paper delivered to his room everywhere he stays, with no problem. I don't think making excuses that people are picking up his paper flies. And it doesn't even matter why, if getting a morning paper is one of the perks of staying at a hotel, they should see that it happens daily or don't offer it at all.

 

[Sammie]

My husband has to travel for work a day or two 3 out of 4 weeks and gets a paper delivered to his room everywhere he stays, with no problem. I don't think making excuses that people are picking up his paper flies. And it doesn't even matter why, if getting a morning paper is one of the perks of staying at a hotel, they should see that it happens daily or don't offer it at all.

I am curious have you stayed at the Grand Floridian to know personally that papers are not picked up by other guests. Unless your husband is staying there, his experience elsewhere is irrelevant. I have seen it happen or would not have stated so. And when it did happen we called and they brought us another paper to the room.

Since the papers are left in the hall, how do you purpose they stop someone from taking them?

 

[DisneyMomx7]

DisneyMomx7 - Sorry you had a bad experience this time. I sure hope hey get their act together by Oct. - I would be very disappointed if we run into the same service issues you and another DISer recently had.

I was wondering which building you were in this time? And if the issues are building-related? I know you always recommend Sago and I had such great mousekeeping/turndown service there in Feb. I was upgraded to LV in Boca Chica in May and while I had no complaints, the staff did seem more overwhelmed. Boca Chica seems like a much larger building - not sure if it is compared to Sago. Anyway, just wondering where you ended up this time?

Good luck with trying to resolve your difficulties and thank you for taking the time to do it. Maybe it will benefit those of us who love the GF!

Actually we stayed at two different buildings. We were in Big Pine Key (not by choice - only lagoon/castle view available) from July 1-7. We were able to move to Sago Cay lagoon/castle view July 8-16. We originally thought that maybe it was the building (Big Pine Key) because we had always had such excellent service in Sago Cay. Unfortunately that wasn't the case and the problems continued even after the move.

No one in Sago Cay was getting a newspaper. We did get the newspaper almost every day in Big Pine Key.

Now I have to say for those who know my previous posts I had only positive things to say about GF and encouraged others to stay there. I still say it is not "stuffy" like a lot of people think. We were just greatly disappointed with the quality of service.

I do think the general manager should know the problems if you make a complaint three times and then it still continues. I also find it funny that all the times I hoped for towel animals (and never got them) that after we started complaining the next day they would show up. Not a complaint (kids loved them) just an observation.

I hope everyone who is planning to stay at GF has a magical trip just like we did in the years past. I hope it was just a bad time. We didn't let it spoil our trip in the least, still had a ball. We just don't look at the GF as the "grand hotel" we thought it was.

 

[auntpolly]

I am curious have you stayed at the Grand Floridian to know personally that papers are not picked up by other guests. Unless your husband is staying there, his experience elsewhere is irrelevant. I have seen it happen or would not have stated so. And when it did happen we called and they brought us another paper to the room.

Since the papers are left in the hall, how do you purpose they stop someone from taking them?

I am not saying you have never seen it happen - but why would adults be picking up other people's papers so consistantly at the GF and not at other places we stay? We got our paper every other day last time we stayed at the GF and every day without fail at the Ritz Carleton in Las Vegas last time we were there for example.

But why are we obsessing about this? They say that a perk is to receive a daily paper and many of us don't get it every morning. Does it matter why? If it is such a problem to make sure the paper gets delivered for some weird reason, they shouldn't even offer the service.

 

[Tigger_Magic]

I am curious have you stayed at the Grand Floridian to know personally that papers are not picked up by other guests. Unless your husband is staying there, his experience elsewhere is irrelevant. I have seen it happen or would not have stated so. And when it did happen we called and they brought us another paper to the room.

Since the papers are left in the hall, how do you purpose they stop someone from taking them?

I don't understand the big deal about newspapers. At 99% of hotels, it's just a USA Today. And as pointed out, most of the time the front desk has extras so they can easily replace a "purloined paper."

 

[auntpolly]

I don't understand the big deal about newspapers. At 99% of hotels, it's just a USA Today. And as pointed out, most of the time the front desk has extras so they can easily replace a "purloined paper."

True. But it's just one thing of many in these current GF threads. Just one of the many things that other hotels can get right but they don't seem to be able to.

BTW, we didn't get ours only but a few times at the Poly in May, either. We got our turn down service only 2 times, and a couple of times the room looked as if it hadn't been cleaned very thoroughly, so it's not just the GF. And it pains me to report this,l because I love the Poly. But I think there is a lot of uneven service at WDW.