not so great trip to DW....

[Roan'sMom]

I have ressies at CSR and you better believe I will be checking for bugs! And if I see any signs, I will be outta there! Sorry it was late and you couldn't switch rooms (if any were even available) and I hope everything else about your trip was as you hoped. I'd also like to know about express check-in and how it works. Thank you!

 

[kaytieeldr]

After MANY happy family trips to DW, my family experienced a substandard stay at the All Star Sports resort our last trip. Dirty rooms, horrible bus service, electric wheelchair abusers, rude cast members, smokers blatantly disregarding smoking regulations while disinterested cast members looked on and the list goes on and on. The reception my toned down post on our trip was met with anger and placed blame on us .... as if somehow we deserved all of these things. I understand and further I APPRECIATE your post warning us of goings on at this resort.

Did you discuss this plethora of problems WHILE YOU WERE THERE? Or did you come home, post your experiences/opinions, write to Disney, and expect magic?

I was wrong. Disney treats complaints as every other boiler room "customer service" center does. They call back when they KNOW you're not home, leave long winded messages wherein they blame their inadequacies on circumstance.

Oh. Did you include in your e-mail/snailmail the times you would not be home, so Guest Services would know exactly when to call? Or did you maybe consider that THEY generally work the same hours WE work - and so, are only available to call you back during your not-home hours?

But fleas or whatever I still feel it should have been bug free.

Absolutely. But they can't make a room biting-bug-free if nobody lets them know there might be a bug issue

 

[Callalily6]

We had one BAD trip several years ago. The hotel room was dirty...a few little things in the middle that sucked the magic out of the trip...and then it ended with one of the Disney buses we were riding in smashing into a car. I was so frazzled by the time I left, I needed another vacation.

I complained after the fact b/c I didnt want to mess up my trip and pitch a fit while all this was going down. Short version - they are more likely to fix it IF you tell them while it is happening. Bus accident, they couldn't undo - but a dirty room is fixable no matter how full they are. And it ruined the trip trying to ignore it.

Since then, if something wasnt quite right, I take the kids and hubby goes to get it taken care of. That way we arent all freaking out. And it gets fixed and on with the trip. About every other trip is perfect - no nothing wrong.

 

[Eeyore's My Favorite]

Oh. Did you include in your e-mail/snailmail the times you would not be home, so Guest Services would know exactly when to call? Or did you maybe consider that THEY generally work the same hours WE work - and so, are only available to call you back during your not-home hours?

When I wrote an email to WDW CRO about the "unmagical" vacation at POP I actually got a phone call on a Saturday morning from a great Disney CM who managed to answer all my questions and settle the issues we had during our vacation quite easily. So far I've always been able to get a reply from emails to Disney especially if the issues aren't settled while at the resort. JMHO....

 

[jerseydevil1433]

Did you discuss this plethora of problems WHILE YOU WERE THERE? Or did you come home, post your experiences/opinions, write to Disney, and expect magic?
Oh. Did you include in your e-mail/snailmail the times you would not be home, so Guest Services would know exactly when to call? Or did you maybe consider that THEY generally work the same hours WE work - and so, are only available to call you back during your not-home hours?

Absolutely. But they can't make a room biting-bug-free if nobody lets them know there might be a bug issue

Yes I pointed out many of the problems to mgt. as they happened. I'd really rather not taint anyones future experiences with specifics, and I'm certainly not saying I'll never go back, and I wouldn't dream of trying to get anyone fired or in any kind of trouble.. perhaps my cordial handling of these problems is to blame.

In as far as contact info goes, I sent my office number, my work cell and my personal cell, work email, private email, all of my wifes information AND our home phones with details regarding appropriate hours for each.

They called TWICE when they KNEW we weren't available at our home phone. When they left the first message, I promptly returned the call and was sent directly to voice mail ( despite returning the call during their business hours- understandable) where I left a detailed message with direct contact info and schedules. She called back AGAIN... to the house number answering machine and at the time I specifically asked her to call my office line or one of my two cell phones.

She doesn't want any personal contact and it's very obvious. The really big surprise is that I have available to me, many other options which should yield productive results. I own MANY shares of Disney stock, but I wanted to go about this as any concerned patron would. That didn't work. On to plan "B"

 

[MassJester]

I think it is good for Disney to let them know of missed customer service opportunities. By and large, I think they try hard to get it right and still meet their business needs.

A polite and specific letter to management is a good idea.

Posting about the experience here helps us all be more informed fans and customers and is also a good idea--in fact one of the reasons I read these forums.

I'm sorry your experience was bad, and hope your next one is magical.