New Hotel Manager Seeks Advice to Better Serve

I honestly haven't taken time to read all of the posts, but since everyone has a different experience, then I will just share mine...

We stayed there during May of 2007. We like the layout of the room (especially the "extra" room for the kids). The people at the front desk were nice... the rest of the staff not so much. Our rooms were never completely cleaned - my mother had a fit everynight we came back. Hopefully this has been resolved.

My biggest issue personally was the distance. Lillybelly and I have 4 kids (DS 6, DD 4, and twins DS and DD 2). Even with the shuttle service, it took me 1 hour to get the kids on the bus, wait for the designated time to leave, make 3 stops and walk to the hotel. I was in the room long enough to drop the twins off with Grandma and then had to wait again for the next bus to come, then I had 2 more stops... WAY TOO LONG.

Unfortunately, the distance is the biggest factor - it wasn't even in the running for us next year.

DEDICATED SHUTTLE...

I'm sorry to hear about your experience. We've actually changed head house keepers since your stay, and service (as far as I know) has gotten better. Since my management, I've been trying to keep on the ball regarding all the issues and addressing issues directly. I'm new to this so each complaint is new to me.

BTW, I hear everyone loud and clear regarding the shuttle. Down with the Anaheim Resort Transit (ART) system! I would say so as well, but the city actually has an ordinance requiring its use by hotels in the Anaheim Resort area. We just happen to be exempt from the ordinance for various reasons. The city transit system can be inconvenient for individuals, but city planners love it.

From my research with various city officials and hotel managers, it's a system that exists in order to help alleviate traffic congestion. . .

The downside of course, is that it ends up being more expensive for everyone as large bureaucracies tend to get. . .

Our hotel pays $1,680/month (Their rates for each hotel are about $.48/room/day) into the ART system, and then each guest has to pay $3/regular, while free/child. (FYI, it'll soon cost $1/child!!! :()

When you consider the fact that we had 5,323 adults that stayed at our hotel for October, that's approximately $15,969 of approximate revenue ART saw. But in reality, only about $4,000 were our ART ticket sales. So it looks as though about 3/4 of our guests end up driving to Disneyland.

To get our own shuttle system, the total cost would be $10,500/month. We'd probably end up sharing the cost with an adjacent hotel, so it would probably be about $6,000 or $7,000 for us.

In terms of total cost (the $1,680 we pay plus the $4,000 our customers pay), and considering the much increased quality of service for a dedicated shuttle versus ART, it would be better to have our own shuttle service.

Here's my question for those who use ART, or don't use it due to its frequent stops. . .

What if we had our own dedicated shuttle shared with another hotel, but charged $3/adult, free/children. Would that be a better option?

It's just that having our own free dedicated shuttle would be $10,500/month, which is something we can't afford, but could afford it by charging guests individually. So it would be a $3 fee dedicated shuttle.
 
Jeffersonkim - I'd pay for it in a second if you could ensure the waits won't be horrendous!
 
I would build the cost into the price of the room. (imo) Isn't this what Candy Cane Inn does?

I would stay at your place (assuming that you personally are still there) if you had a DEDICATED SHUTTLE that left & arrived every half hour. (but i would first confirm that it is working well here on the Dis prior to booking).

I am VERY impressed (with you) that you ask us & I also like that you are monitoring the TA board.


:) Another idea & I'm just free wheeling here......Have a Disney price room (extra 10 -15 bucks or whatever) which includes the shuttle, & an ice cream sundae each afternoon (or evening) or chicken strips & cookies or something else like this that is family fun.

That way the convention stayer doesn't get hit (since he doesn't need this feature), but a Disney family (of 3, 4, or 5) would pay it in a heartbeat.
 
What if we had our own dedicated shuttle shared with another hotel, but charged $3/adult, free/children. Would that be a better option?

It's just that having our own free dedicated shuttle would be $10,500/month, which is something we can't afford, but could afford it by charging guests individually. So it would be a $3 fee dedicated shuttle.

I think this is a great idea and it would make it much more likely for me to stay at your hotel. The main reason we haven't looked at your hotel is ART, it just takes far too long, especially if you need to come back to the hotel during the day. That takes at least 90 minutes just for transportation.
 

We look for anything that isn't the Red Roof Inn. LOL seriously it was the worst motel I've ever stayed in (even worse than the one in 'middle of no where' Montana that had 60's shag green carpet and smelled of dead people).

For this up coming trip the things that factored into our choice were:

Price - we're not looking for the cheapest (because Red Roof taught us you get what you pay for - parking lot gang fight with police copter fly over completed the experience) but we wanted something in the moderate range.

Proximity to the park - We wanted walking distance because ART was such a hassle, over full busses and bad drivers. But a dedicated shuttle that ran early would have worked to.

Free Breakfast or proximity to a cheap resturant

One thing I wished the hotels I looked at would have had or highlighed on their website is having a secure room that you could leave your luggage in, that worked like a coat check. We always arrive before check in and want to check our luggage so that we can go play.

Another wish list would be the offer to allow you to order groceries and have them delivered or set up in your room before you get there. Like a 'breakfast package' that would have a couple boxes of cereal, cartoon of milk, bread, maybe some juice in your fridge. I know you can order and have that stuff delievered, but who want's to sit around waiting for it? It would be more convient if the hotel did it.
 
I completely agree with the "Luggage check". They have it at Fairfield Inn by Marriott and I use it on the day we arrive and the day we leave. I've never had any issues and it's a service I can't live without.
 
I completely agree with the "Luggage check". They have it at Fairfield Inn by Marriott and I use it on the day we arrive and the day we leave. I've never had any issues and it's a service I can't live without.

Does behind the lobby front desk count? :)
 
Does behind the lobby front desk count? :)

Sure if it's secure. At FIM, they have a special room and they count your luggage, tag each one and give you the tags. If your room is big enough, it would be an AWESOME feature. Just as an idea, I am traveling in December with 3 people. We would have 8 pieces of luggage with us. :eek: Multiply that by your guests and rooms etc.....

Good luck! I really hope these suggestions we're giving you shed some light!
 
Probably not too original here, but I love to travel and I love to express my opinions :thumbsup2 I saw your pics and video, and if looks like what I've come to expect from Comfort Inn - nice. After I stayed at a Comfort and a BW in Portland, OR that was a nightmare, (see 70's show reference below), I have been afraid to stay at one of those in a large city. It seems quality really varies with the owner.

My first impression makes such a difference in how I feel about my stay. These are the things I notice first:

1. A clean, fresh smell and lots of light and a feeling of space when I walk through the door - no "old moldy or old smokey" smells - new carpet and paint, updated furniture - feels like it would be great to sit there for awhile, even if I'm not really going to!

2. Greeted quickly by the staff, and treated like they are really happy I am there - treat me like I am the only person staying there today :) That's how Disney does it! It is really nice when they anticipate your needs and offer solutions to them i.e. wake up call? help with bags? Offer information - where and when is breakfast? (which you have had alot of advice on). How late is the pool open? Where are the towels? How does the aforementioned shuttle service work? Also quick, friendly response to problems and requests.

3. When I enter my room, it must be spotless and smell nice! I don't want to wonder what has gone on there before I came - especially if I have children with me. The nice, fluffy covered duvet and pillows is much better than those outdated bedspreads that everyone is afraid of! Updated carpet, furniture and curtains helps alot! I don't want to feel like I am in "That 70's show." It makes me feel "icky."
**PET PEEVE - Noisy heat and A/C units can absolutely ruin your stay! When you aren't used to the noise, a loud thunk or grinding everytime the A/C or heat kicks in can mean sleepless nights and grumpy guests! Please service your units so the thermostat works properly, and the fan runs quietly!****

4. The Bathroom - I don't know how many times I have stayed in a room where at first glance, the bathroom looks clean, and then you find a big pile of hair and dust behind the door, dirt in the corners, or dirty tile around the toilet :eek:

If the bathtub has all of the finish scrubbed off - get it resurfaced - it looks scarey:scared1: A nice shower head is a plus, too - and enough water pressure to rinse the shampoo out of your hair!

5. A little extra feeling of vacation would be nice around the pool, too! Some tables with comfy chairs and umbrellas and nice plants would make it feel kind of special - alot of us come from cold places, and would like to feel like we are in "sunny California." A vending machine and late pool hours or 24 hours would be nice. Why do pools always close at 10PM? Is it for staff convenience? I don't know how many times we have come back late from something and would have loved to get in the hot tub or take a dip, and the pool is closed - if it's because of noise, just have a staff member help keep people under control. Screaming children are most likely going to be in bed, anyway.

6. Having free parking and free DVD check-out would be nice, too! Some "down time" is important for families at the end of a busy day.

**Just an overall welcoming, "I'm on vacation" feeling - with some Disney touches - if the kids have fun, people will want to be back and recommend your hotel to their friends! Have a wonderful career, and thank you for your service!**
 
I saw your pics and video, and if looks like what I've come to expect from Comfort Inn - nice. After I stayed at a Comfort and a BW in Portland, OR that was a nightmare, (see 70's show reference below), I have been afraid to stay at one of those in a large city. It seems quality really varies with the owner.

Comfort Inn is one of several "brands" owned by Choice Hotels. You're correct in noticing that it's more dependent on the owners. The brand "Comfort Inn" is a franchisee sort of property where they have a checklist of sorts of items they need to fulfill in order to match franchise standards.

So every once in a while (much less frequently with the Choice franchises than other brands), you get a property that has a franchise that doesn't meet the standards and it ends up giving the rest of the brand a bad name. Too unfortunate :(

Starbucks & I believe Apple only have corporate owned stores (looking at it from a different industry point of view), which means that there's is more control over the quality of each store and it is much more unlikely that any one of their stores will have lower quality due to the mere fact that the corporate offices have direct control.

In a nut shell, corporate owned stores can fire their managers, but Choice can't "fire" the owners of a franchise :) . They can only revoke their franchise license.


You also make a good observation regarding the location of the property and quality/amenities. For example, franchise doesn't require our hotel to have the Kid's Suites, but because of the demographic of our customers (families going to Disneyland) and the fierce competition, we had to go above and beyond what was required. Whereas, in the middle of the city, another Comfort Inn will most likely not have Kid's Suites, because the local market (demographics & competition) doesn't require them to go above and beyond the corporate standards.
 
A fridge, microwave and coffee pot are a must. But instead of just offering free coffee daily offer tea and/or hot chocolate as well. I don't drink coffee myself but I do love a good cup of tea in the morning or evening and my girls love hot chocolate.

People are loving the Hot Chocolate! Thanks for the advice :)
 
First, thank you for defending your country and a country I love to visit whenever my budget allows!

Second, you have alot of good ideas from the DIS Board, with a recurring theme of cleanliness!

I will add my two cents:

- love the disney themed bedding, pictures, etc.
- please have coffee and juice that is not watered down
- consider having cheese strings - good source of protein and kids love ripping them apart
- I am with Eeyore's Wife(?) - switch your suites around and have the kids in the main area, parents need the r&r from their offspring and whatever else strikes their fancy!
- Good water pressure in the showers
- Mugs instead of those silly little plastic cups that burn your hands trying to get started in the early mornings! More sugar packets for those of us with a sweet tooth!
- Free wireless internet
- Fridge and microwave a must!
- Duvets are a much better choice than 70's bedspreads.
- Longer pool/hot tub hours for those of us that can't leave the park until it completely closes!

Have you considered leasing an extended van or better yet a limo, special insurance and an employee for a driver? It could be more cost effective, than renting a service? Can you imagine how special we would feel going to the Park in a limo?

The one thing I have not seen mentioned yet is those little moist towel packets, this could be supplied with the water bottles, they're great for sticky little fingers and fit in pockets.

Congratulations on your efforts to solicit comments from those people that you are trying to serve. Good luck and I wish you continued success.
 
Dragonfly...

You're right!!! I just remembered that usually we couldn't come back and swim if we stayed late at the parks.

And especially if people are coming back from Universal/LA/etc

But, I really admire you for taking our advice. It's so cool. If only more hotels did it.

Even though I understand the shuttle thing... I only once out of three times had a shuttle from my hotel (the first time), and it was heaven. They shared with hotels and didn't charge. (The Garden Grove Hotels)
 
I only read a few replies, but at a hotel near Disney, if it is Disney themed in many ways (wall paper, little Disney touches like Mickey hands as handles, Disney themed soaps, etc.) that would be worth advertising. You can't move the hotel, you probably can't add pool features and such, but you CAN put Disney posters up and make it an immersion into the land.

Nora
 
Um, if the kids are in the part of the room that EXITS the hotel, I would have a main problem with that for safety reasons!! If there is a door then I know my kids are asleep and dh and I can be marital as we please.:hug: But having the kids in the main section means I am closed off from them and they could open that door to the outside world and leave and I would not know until hours later if then. So, having the suite as it is is the most logical honestly.

For the shuttle, could you do minivans or the types of "busses" that daycares use (like KinderCare for instance)? You could have wristbands that would indicate that the person is a hotel guest so they would have free service if they show the band. Or their hotel key would be their shuttle pass (that's what they do at Disney World).

Story time - Great Wolf Lodge does this and we love it. They have the big books (they are like 2 ft by 3 ft in size) so all can see the pictures, and they just have a staff person read it while the kids eat cookies. Nice little touch.

I liked the idea of making a "Disney Family Package" feature - maybe for $10 more per stay - you could offer a Disney themed treat bag, a Disney themed activity or book, maybe a pretrip postcard to the kid, and the dedicated shuttle (tell how often it runs, I would want to know I could catch it on the half hour or whatever, if I have to wait for the hour I would skip your hotel).

Nora
 
First off I was born in Germany, learned german as my first langage.Thank you for serving our country and protecting us, my dad did for 21years. I do not think I would ever stay where Art was my only way back and forth. we dont drive. I love the kid suiets pics I would seriouesly conseder you for our oct trip if you had your'll own shuttle.

Snacks and drinks would be grate I sware at my last hotle i spent so much extra on drinks in side the hotle..
Also pepsi is so much better then coke.
Direct tv and internet conection in rooms would be a huge pluse. heck direct tv would be better then 3 days of hanna montana lol and you would have my fionce sold.
We also had a question.
we have firends who are going to meet us there in oct. it would be so much cheaper for both of us to share hotle. there would be 6 ppl, do you charge extra per person like other hotles?
see I have an AP and am going diering gay day rates at dlh, so i was looking at staying there, but by going to you'lls i could spend the saveings at down town disney and thats almost better then going to the dlh lol
 
People are loving the Hot Chocolate! Thanks for the advice :)

You are very welcome!! I'm glad you are taking our advice and I hope you can get the dedicated shuttle soon!!! That is the only thing holding me back from staying at your hotel....I really hate riding the shuttles!! :lmao:

And yes, I would be willing to pay $3 a day for your shuttle....or even a little extra for a Disney package, shuttle passes could be included in that. OR you could even do a package with options so people could chose whether or not to get the passes....that's an idea for you.
 
I wanted to say "Thank you!" for providing a place for larger families to stay!

We would stay in a heartbeat if you had a dedicated shuttle that was built into the cost of the room. When you start charging $3/person, it adds up and we start thinking that we should drive instead.

Also, the pools surrounding Disney are severly lacking. The ONLY good pools are on Disney property. This is very suprising considering this is California and you can swim for so many months of the year. I'm always suprised when a nice hotel has a cheap pool that you could find in most people's backyards.

If I owned a hotel in the Disney area, I would put a lot of money into my pool area. A couple of slides, a waterfall, great landscaping.....
 




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