not so great trip to DW....

[jaseyandmallorysmomm]

I lurk on this board a lot and have learned so much from you all. But I need to ask a question for myself. We are annual pass holders. We have made several trips to DL and DW. We have stayed in several of the Disney hotels and resorts. From the All stars, DL Hotel in CA to DVC resorts. What I am saying is we know what to expect.

Every visit has been magical. Until this last overnight. It was a disaster. We stayed at Coronado Springs resort in DW for the first time and we won't be back to that resort. From our room not being ready until 4pm, I know they have until 5pm But we did express check in at 8am so the 3pm should have been no problem. We made no special room requests. After calling to find our room was not ready we sat in the parking lot of the building where our room would be. I spoke to a family walking up to their room (same as ours) they told me they just checked 10 mins ago... (Shouldn't we be given a room first with the express check in?). Then when we finally got into our room, all four glasses were dirty; I mean lipstick on the rim... gross! Then all night we were itching, itching, itching! We all had several bug bites on our bodies from SOMETHING in the bed.

The next day when I complained to the manager all she said was thanks for telling us, she will speak to housekeeping and thanks for staying at CSR...

I really want to make a complaint to Disney about the lack of service and the heath issues but don't know where.

It makes me mad because I know what the Disney experience is suppose to be and this was NOT it.

Also if I complain will I get our name "blacklisted"?

 

[DebRMN]

oh that doesn't sound good.
I honestly can't say I'm surprised about the glasses though.
That sort of thing has been on the news a few times in the past 5 months. It should be known to never use those glasses.......they typically are not cleaned properly....hardly ever. Or wash them yourselves before using them

I honestly don't know who you would put in a fromal complaint to.

 

[CanadianGuy]

The correct addresses for complaints..

Walt Disney World Guest Communications
PO Box 10040
Lake Buena Vista, FL 32830-0040

wdw.guest.communications@disneyworld.com

 

[sdzman]

It sounds like you already complained to the manager. What do you want? Something free, someone fired? These are real people working at WDW and real people screw up, call in sick and sometimes dont give 100% effort. I am sure the manager will address this. As for waiting in a car parking lot at WDW for your room to be ready that's your choice, that's not something I would do.

 

[Pooh Bear Hugs]

It sounds like you already complained to the manager. What do you want? Something free, someone fired?

A clean room for the overinflated price disney charges, not a health risk with bugs. I have small children who wouldn't know not to drink out of the glasses and would scream the place down if something bit them.

 

[jaseyandmallorysmomm]

It sounds like you already complained to the manager. What do you want? Something free, someone fired? These are real people working at WDW and real people screw up, call in sick and sometimes dont give 100% effort. I am sure the manager will address this. As for waiting in a car parking lot at WDW for your room to be ready that's your choice, that's not something I would do.

wow that was sweet... having a bad day yourself?

No I don't want anyone fired BUT bed bugs and dirty glasses are heath issues and I KNOW Disney would want to know. I felt the manager was nice but not too sure if she will really do anything as she didn't even ask my room number.

As for waiting in my car I did because my children fell asleep (something they would have done in the room had it been ready on time).

As for what I want... I want what we paid for, a Disney experience. I am the first person to leave a positive remark in the remark boxes, I always leave extra tips for my Disney housekeeper because I KNOW these are real people. But I will also let someone know if the service is lacking and I would like those remarks heard too.

 

[cheerforchelsea]

I had considered Coronado for our May trip since we have not stayed there....but I think I will go elsewhere on property. I have had similar experiences at the POP so I understand your frustration - a lot of money to be disappointed!!

 

[Crazy Kanga]

I had considered Coronado for our May trip since we have not stayed there....but I think I will go elsewhere on property. I have had similar experiences at the POP so I understand your frustration - a lot of money to be disappointed!!

I would not let one negative post about CSR sway you. Of the moderates, it consistently gets more rave reviews than the others overall. I have read of similar experiences at every single Disney owned resort at one time or another on these boards, so if you are going to let that make your decision, then you wouldn't be able to stay at any of them.
No offense to the OP, just saying, bad experiences can and do happen at every resort. The best thing to do is go and demand things be rectified on the spot if they are not satisfactory for you or ask to be moved and the night comped for your inconvienience.

 

[sdzman]

Well you can complain some more but what is done is done. You can always try another trip or not, your choice.

I am not trying to be harsh at all. Your idea of a "disaster" is not the same as mine.

 

[jaseyandmallorysmomm]

The correct addresses for complaints..

Walt Disney World Guest Communications
PO Box 10040
Lake Buena Vista, FL 32830-0040

wdw.guest.communications@disneyworld.com

Thanks for the info.

yes I know things could have been worse but I know how they normally are at Disney and by far this was not normal. IMO that is why it was so frustrating, I think Disney has the best customer service around and would want to not have other guests have the same thing happen in the room we stayed in.

 

[jaseyandmallorysmomm]

Oh and FTR this will NOT be our last overnight at a Disney hotel but I would have to think long and hard about ever going back to CSR. Like ppl have said it is a lot of $$ and there are many choices.

 

[maxiesmom]

Doing express check-in does NOT guarantee you that your room will be ready early. Knowing that check-in is at 4pm, it would have made things easier on yourselves if you would have planned on not getting in the room early, and had other things to do in the meantime. That way if you had gotten your room early it would have been a bonus. Not something to complain about when it didn't happen.

Did you complain about the dirty room when you got in, or sleep in it and complain the next day? You should never get a dirty room, but I'm not sure what they could do for you if you waited until check-out to tell them. If you told them at the time they could have moved you or sent someone to reclean the room for you.

 

[Brit17]

The next day when I complained to the manager all she said was thanks for telling us, she will speak to housekeeping and thanks for staying at CSR...

How many nights did you stay there? ... If it were for more than one night, did the manager at least give you another room?

I would definitely send a letter or email to Disney telling them what happened ... I think it is important for them to know so they can properly address and fix the problems ... I'm sorry you had a bad experience ... we also, unfortunately, had a bit of a housekeeping problem in Dec. at the YC ... no, bugs, thank goodness, but a dirty blanket and towel ... so I know how upsetting it can be ... I probably would have freaked out if we experienced a bug issue though ...

 

[global_mom]

I lurk on this board a lot and have learned so much from you all. But I need to ask a question for myself. We are annual pass holders. We have made several trips to DL and DW. We have stayed in several of the Disney hotels and resorts. From the All stars, DL Hotel in CA to DVC resorts. What I am saying is we know what to expect.

Every visit has been magical. Until this last overnight. It was a disaster. We stayed at Coronado Springs resort in DW for the first time and we won't be back to that resort. From our room not being ready until 4pm, I know they have until 5pm But we did express check in at 8am so the 3pm should have been no problem. We made no special room requests. After calling to find our room was not ready we sat in the parking lot of the building where our room would be. I spoke to a family walking up to their room (same as ours) they told me they just checked 10 mins ago... (Shouldn't we be given a room first with the express check in?). Then when we finally got into our room, all four glasses were dirty; I mean lipstick on the rim... gross! Then all night we were itching, itching, itching! We all had several bug bites on our bodies from SOMETHING in the bed.

The next day when I complained to the manager all she said was thanks for telling us, she will speak to housekeeping and thanks for staying at CSR...

I really want to make a complaint to Disney about the lack of service and the heath issues but don't know where.

It makes me mad because I know what the Disney experience is suppose to be and this was NOT it.

Also if I complain will I get our name "blacklisted"?

I am so sorry that you had a bad experience. I dont know why the manager did not take the complaints more seriously but I do know that the outcome might have been different if the problem had been brought to their attention during the incident. In other words, I would not be able to stay thru the night in a room that might contain bed bugs. Those little critters can show up anywhere but they are not something that should have been endured. A call to a manager in the night (they are on duty 24/7) would have brought immediate action. Likewise, the dirty glasses could have have been replaced in a timely manner had they known prior to the next morning. While the glasses should have not been dirty in the first place, these things do sometimes happen.

I think that often managers receive complaints "after the fact" and it is hard for them to correct a situation if they did not know that it was happening. Also, the thought might be there that if the guest stayed in the room all night without complaint then how bad could it really have been?

I am not being critical, the issues should not happen, but if not addressed immediately then it is hard to get them fixed.

If indeed there were bedbugs in that room, then that should have been cause for immediate attention as they spread fast and are terrible to get rid of. I do hope that the manager inspected the room and I would not hesitate to express your concerns in a letter to upper management.

I dont think that there is an official Disney 'blacklist' so you should be OK in that regard if you complain up the chain of command.

I do hope that the rest of your trip was fun!

 

[calypso*a*go-go]

To me, the time the room was available was aggravating I'm sure...but not something I would complain about due to normal check-in policies. However, if there truly were bedbugs you should have pulled back the sheets and taken a look to see if any were visable or if the bedding had small specks of dried blood -- if so, then you should have asked the manager to come to the room while you were there and see them first-hand. At that point you would have a pretty darn good complaint to contact guest services about.

I'm getting really concerned about the number of people that have reported being bitten by something while they are sleeping in WDW hotels. I feel almost certain not all of the bites/rashes come from bedbugs as our family (especially my daughter) always seems to get some kind of skin irritation when we go to Florida and it would be really easy to classify it as a bug bite...but I don't think it ever is. However I do think it's something that Disney needs to address so people don't panic anytime they see a raised bump of some kind on their skin.

jaseyandmallorysmomm -- Please don't be offended as these remarks aren't directed towards you, but more towards the rash (no pun intended ) of threads we've seen lately regarding bedbuds. I'm sorry your trip was less than magical and hope you have a much better experience next time!

 

[tiggersmyguy]

Wow, it's starting to get hot in here! We also had a bad experience with a 2 night stay in January. The customer service at BWI was almost none. I did send an e-mail to the before mentioned website and also sent a letter expressing my disappointment. I spoke with a very nice women from the corporate offices. She encouraged me to insist on speaking with the hotel manager if any problems happen. Good luck to you, I know the feeling.

 

[global_mom]

I'm getting really concerned about the number of people that have reported being bitten by something while they are sleeping in WDW hotels. I feel almost certain not all of the bites/rashes come from bedbugs as our family (especially my daughter) always seems to get some kind of skin irritation when we go to Florida and it would be really easy to classify it as a bug bite...but I don't think it ever is. However I do think it's something that Disney needs to address so people don't panic anytime they see a raised bump of some kind on their skin.

This is a good point. Sometimes sheets themselves are itchy, or the detergent contains something that is irritating, or you get some bug bites during the day but dont notice them until the calm of the evening. Many people get afraid that these are bed bug bites when they are not.

if you think that there are bed bugs then there is no reason not to check the mattress, immediatly call a supervisor, and remove your family and belongings from the room. Disney will not hesitate to find a guest another room if there is a bed bug incident in their registered room. I would wager that 9.5 times out of 10 that the itching is due to a factor other than legitimate bed bugs.

Just 2 cents.

 

[jaseyandmallorysmomm]

Thanks for all the advice. I did call and tell them about the glasses (they were replaced). I didn't know about the bugs until we went to go to bed (around midnight) and started feeling the biting. I didn't call because I was already told (check in issue earlier) that the hotel was completely full so I didn't think there was anything they would (could) do about changing our room.


I'm not sure if they were "bed bugs" but we live in Tampa so I know my kids are ok with FL weather. And yes we all have "marks" on our bodies from bites.

About check in times. Check in times are 3pm but not guaranteed until 5pm. We have stayed at serveral resorts and using express check in have always been told (Including the morning on this trip) there is no reason we will not have our room by 3pm. My problem with that is the family that checked in at 2:45pm had their room (just like ours) and we doing express check in at 8am did not until 4pm. (we did not make any special room requests).

 

[calypso*a*go-go]

I didn't call because I was already told (check in issue earlier) that the hotel was completely full so I didn't think there was anything they would (could) do about changing our room.

Check in times are 3pm but not guaranteed until 5pm.

I'm sure the biggest problem was the fact that the resort was sold-out. Also, I'm wondering if the other family came by car or ME as I just mentioned in another thread that I believe priority is given to guests utilizing that service.

 

[Cathy baby RN]

I'm getting really concerned about the number of people that have reported being bitten by something while they are sleeping in WDW hotels. I feel almost certain not all of the bites/rashes come from bedbugs as our family (especially my daughter) always seems to get some kind of skin irritation when we go to Florida and it would be really easy to classify it as a bug bite...but I don't think it ever is. However I do think it's something that Disney needs to address so people don't panic anytime they see a raised bump of some kind on their skin.

You know.....this is so true. This summer we stayed at POR Alligator Bayou.
My 2 teenage daughters slept in one of the double beds. They both were itching, and one had bites on her legs. I did look at the sheets, but really couldn't see anything....but you know I have those 45++ eyes . There could have been something there I didn't see. DH and I were fine in the other bed, as was my son on the trundle. My girls don't have overly sensitive skin. If I hadn't read so many threads with people complaining of the same thing, I wouldn't have thought anymore about it. I'm brining my magnifying glass next time