not so great trip to DW....

[jerseydevil1433]

One thing about these boards that always amazes me. If you have a bad experience at any Disney facility and you post your experiences here you are perceived as being grumpy, unreasonable or just plain evil. It's like Disney cannot be held responsible for substandard service. Regardless of what these people post, I assure you every one of them would be upset in a similar situation.

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.

Generally speaking, people who go and love Disney seem to be very tolerant and understanding. Were not whiny or entitled. I would think anyone would be interested in opportunities for improvement..especially when you're the number one tourist destination in the world.

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. All this in the interest of marking your file "resolved". If you pursue any action you're treated as if you are some kind of unreasonable wacko.


Really I wasn't going to say anything until the bellman refused to speak to me in English after speaking to SIX other guests who arrived after I did. I demanded to be granted the courtesy of service to which he responded " I hate white people"- When I asked him to repeat his previous statement he said that he hadn't said anything.-- Yeah, after this happened, I lodged a formal complaint to every managing office in the Disney organization.


Disney World HAS changed- and not for the better. It really doesn't matter if some here don't like this fact. I really believe they've outsourced some cast member positions.

PS- if a "preferred" room is as far from the bus stops as humanly possible, and I do mean the very last room bordering the furthest parking lot, maybe I AM being unreasonable.

 

[fla4fun]

Could they have been flea bites instead of bed bugs? You wouldn't necessarily notice fleas in the room, but they can be there just the same, either carried by people or service animals. Fleas come after me like I'm the all you can eat buffet. I stayed in a hotel once that looked spotless, and was nearly eaten alive! There should have been some blood stains in the bed if it was bed bugs. If not, it was probably something else.

I know that there have been a few times at Disney when there has been a hiccup in the check in process that made me wait longer. Usually, they've assigned my room in the computer, and then either a housekeeping or maintenance issue keeps it tied up, while people coming in after me are getting keys and on their merry way. It's only happened to me a couple times, but that could have been at least part of the problem (I'm leaning towards a housekeeping problem, since it doesn't sound like they ever got there to start with, or were late and gave it a half-baked job).

It's too bad the manager didn't seem to take your complaint seriously. I can understand why you would want to give the resort a wide berth for a while. But keep in mind that managers change, and the quality of a resort changes, so you might go back in a year or so and have a great stay. I had a stay at BC back in 2004 where the housekeeping was really lousy. They left a bag of garbage in the middle of the floor (a huge bag - obviously the contents of several rooms) that we had to call and have removed, and they didn't vacuum the entire time we were there. But I've been back since, without problems. I once didn't get into a room at CR until 6:30 pm, due to a maintenance issue. They finally ended up upgrading us to another room type, but it was still aggravating to have to wait so long. But neither issue ruined the trips.

 

[luvthemouse71]

I work with people that will bring their own sheets and towels with them when staying in a hotel. I always thought these people were kinda nuts...not anymore! One of the news shows brought one of those forensic blacklights that shows bodily fluids to several well known hotels...fluids everywhere!! Maybe I'll start bringing my own linens and a hazmat suit.

The bed bug thing is scary, and worth a mention to the Disney management. A nicely written letter that's not overly emotional is a good idea.

I don't touch the glasses in the room. Ever see that show Monk about the OCD detective? After reading some of these posts and experiencing poor mousekeeping myself time to time, I'm starting to become like that!

 

[maxiesmom]

One thing about these boards that always amazes me. If you have a bad experience at any Disney facility and you post your experiences here you are perceived as being grumpy, unreasonable or just plain evil. It's like Disney cannot be held responsible for substandard service. Regardless of what these people post, I assure you every one of them would be upset in a similar situation.

Not one person has posted that the OP didn't have a right to be upset, or called her grumpy or unreasonable. I for one just wanted to know if called the problems to Disney's attention right away, or waited until the morning. Unfortunately some people wait until after the fact and then are upset when they don't recieve any help. The OP did get their glasses replaced right away, and hopefully will hear something back about the bug problem, which they didn't report(or realize they had) until morning.

 

[kat3668]

Did they eventually change rooms? If it was indeed bed bugs I dont think they could have tolerated it for an extended period. When I stayed ar CSR I noticed there were some sand fleas in the areas outside my room near the hamocks. Just wondering if these critters made it into the room .Yuck!

 

[babiektcher]

When you spend a lot of your hard earned money at Disney, its okay to let them know if somethings wrong, its supposed to be the happiest place on earth right?

 

[jaseyandmallorysmomm]

I didn't let them know about the bugs until check out. (like I said I thought b/c the hotel was full I was out of luck). I've never seen or dealt with bed bugs before but they very well could have been fleas. But fleas or whatever I still feel it should have been bug free.

I am writing a letter but I don't know what can be done really, agreed it is "after the fact".

I spoke to someone today about the "bounce back" discount. (we have a vacation planned and paid for in Sept at POP) and they did honor the 40% even though we were already checked out by a day. So I suppose the $65 dollars saving is enough of a consolation prize for dealing with our CSR issues. They didn't have to honor the discount since we were already checked out. I'm not sure if they honored it to make up for any of our issues with CSR or that is just Disney and their normally wonderful customer service.

 

[calypso*a*go-go]

If you have any issues like this in the future, don't let the fact that the hotel is sold-out keep you from contacting management as they could have moved you to any Disney-owned resort that had rooms available.

I'm happy you were able to take advantage of the bounceback special and have that to look forward to.

BTW -- I love the photo in your signature!

 

[lazydoxy66]

You are a consumer. You have the right to complain about the things you've described. If you feel you need to notify Disney in writing, do so. It will let them know there is an issue that needs to be addressed. To sit back and let this kind of thing happen will not help anyone. Dirty glasses and bedbugs are something I would expect from a 'low-rent' kind of hotel. NOT DISNEY!!

 

[jaseyandmallorysmomm]

BTW -- I love the photo in your signature!

Thanks it is from this year at MGM

 

[lazydoxy66]

You are a consumer. You have the right to complain about the things you've described. If you feel you need to notify Disney in writing, do so. It will let them know there is an issue that needs to be addressed. To sit back and let this kind of thing happen will not help anyone. Dirty glasses and bedbugs are something I would expect from a 'low-rent' kind of hotel. NOT DISNEY!!

 

[LaurenLC]

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. All this in the interest of marking your file "resolved". If you pursue any action you're treated as if you are some kind of unreasonable wacko.

Being someone who has lodged a formal complaint with Disney, I have to say that this is not always the case. When I sent a rational, polite letter to Disney expressing my concern, my problem was handled quickly and professionally. I was in no way ignored. I am not accusing anyone, or trying to say that anyone did ANYTHING wrong, but I think sometimes you have to complain the right way to get the right response.
I am sorry if anyones vacation was less than magical!

 

[G8r4evr]

Being someone who has lodged a formal complaint with Disney, I have to say that this is not always the case. When I sent a rational, polite letter to Disney expressing my concern, my problem was handled quickly and professionally. I was in no way ignored. I am not accusing anyone, or trying to say that anyone did ANYTHING wrong, but I think sometimes you have to complain the right way to get the right response.
I am sorry if anyones vacation was less than magical!

I dont think it boils down to complaining in the right way, but moreso the hands that the complaint falls into. Some people care, others dont and IMHO, it's as simple as that.

 

[CanadianGuy]

If you have any issues like this in the future, don't let the fact that the hotel is sold-out keep you from contacting management as they could have moved you to any Disney-owned resort that had rooms available.

This is great advice.



Knox

 

[LaurenLC]

I dont think it boils down to complaining in the right way, but moreso the hands that the complaint falls into. Some people care, others dont and IMHO, it's as simple as that.

I agree some people don't care.... However, people are more apt to help with your problem if you treat them with respect.... And really, if you feel you're being blown off, remember, EVERYONE has a boss.

 

[DearDaisyinDurham]

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!

I am all for being positive, tip well and expect the best. If you have BUGS in your room scared1: eeeeeek!) that is a health issue and there is no way you should have felt compelled to stay. I'd never be able to spend the night after that.

So sorry you had a bad experience, OPoster.
xoxoxoxoxoxoxoxo
xoxoxoxoxoxoxoxo

 

[bab31]

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 hope you change your mind about CSR. I seldom read a bad post about CSR. It is too bad the OP had a bad experience. I agree it is a lot of money. If your room is not up to par, be sure to go to guest services and ask that it be rectified. Our trip to WDW was a wonderful memory. We stayed 7 nights in Casitas and loved it.

 

[dumbo33]

Hang in there OP. I once posted about an experience that my wife had at CSR and some people criticized MY wifes reaction, and since it didn't match what their arm chair quarterback reaction would have been, then it must not have been that bad. There are some things you just don't expect from Disney, and your experience is one of them. Alas, some times things happen. I always give a place at least two chances. I also wrote the manager of the hotel, and things were handled very well or at least the best they could have been given the circumstances and as it was after the fact.
Don't be afraid to go back to CSR if you liked the resort.

 

[mickaholic4077]

I hope your trip in September is worry-free. I love Pop!!!

 

[Allison]

What does express check-in at Disney mean? I haven't heard that Disney had express check-in. Just curious.