No hot water and poor maid service at Pop=free rooms and passes

[cymbaldiva]

Over compensated? I don't think so.

A hotel is required by law to provide hot running water and heat (in the winter). If either of those two things is non operational, you are entitled to a refund and/or move to facilities that are in working order.

What I don't understand is why this wasn't taken up with the front desk manager at the time, rather than later on by upper upper management?

Agreed - which is why they were over-compensated. The water issue should have been addressed immediately of course. The op was completely deserving of a move or a refund. One would think they would have brought it up at the time - to be fair by their post I can't tell if they did.

Well, I guess we should all be grateful that one of the worlds largest and most successful hospitality companies is determining what their compensation should be, rather than you.

Remember that each time you're upset about price increases - throwing park-hoppers and free rooms to appease complaints is costly and successful companies don't comp anything that will cut into their bottom line. I wonder who those costs will be passed on to....?

Business 101 - no such thing as a free lunch; somebody is paying.

 

[tlkgt76]

Isn't that "over-compensation" the reason we love Walt Disney World to begin with?

Sometimes customer service is more about how they handle situations than root causes.

I hardly doubt that you are paying for the "over-compensation" this family received. I'm pretty sure Disney makes enough off of us already to cover issues such as this one when they come up.

 

[Bob NC]

Remember that each time you're upset about price increases - throwing park-hoppers and free rooms to appease complaints is costly and successful companies don't comp anything that will cut into their bottom line. I wonder who those costs will be passed on to....?

Business 101 - no such thing as a free lunch; somebody is paying.

So, if we all understand Business 101 as you do, we should all assume that Disney is not a successful company?

 

[DLgal]

The point I was making when I said they were NOT over compensated is that they were not compensated at ALL when it happened. Not really sure how much (if any) complaining went on at the time, but if the OP did mention it, and nothing was done, I think the compensation is a way for Disney to "make it up to them" after the fact. It's a gesture of good will. It costs Disney NOTHING to do this. They want the guest to walk away, ultimately, with a positive feeling towards the company. By issuing something that basically guarantees the customer return to the parks, everyone wins. Disney will make more money on the NEXT vacation, and all the others after it rather than losing this person as a customer for the rest of time.

And, all for profit businesses build in a certain amount of "comps" that they can give out without affecting their bottom line. It's basically a form of advertising/goodwill promotion.

 

[disneymom2003]

Yay. Good for you.