Please help a disappointed honeymooner- long

[hookedup]

Originally posted by ducklite
The first thing you need to do is call your credit card company--you hopefully paid your balance with one and not cash--and dispute the charge. You should absolutely NOT pay for a HM suite when you got a regular concierge room.

Write them a letter and FED EX it to the STREET ADDRESS (on the back of your confirmation). Give them five days to respond, and state your complaints in the letter and what you want. Use the managers name in teh letter, and let them know that you understand that the room was damaged, and that was beyond their control, but, they did NOTHING to mitigate your situation and ovrecharged you for the room you did get.

Try to keep it unemotional and to one page.

Anne has some good advice here. I would certainly persue getting credited back what you "did not receive but did pay for"
I am not going to comment about the PS's or not feeling any magic because I think that the room issue is one that should be addressed and focused on. It sure sounds like you received some poor customer service which I think should be brought to the attention of the resort GM too.

I ran a large travel company that sold a lot of Tahiti travel and I know that expections for honeymooners is very high (and rightfully so) you want your HM memories to be very special and unfortunately somethings, like weather, are beyond anyone's control. However, how a staff handles the crisis and relatating customer service is critical. I hope you can resolve this to your satisfaction.
Good luck and sorry about your HM!

(PS - I had a really bad CM concierge experience in Sugar Loaf summer before last, but I have had nothing but great experiences in my regular rooms there - I will not stay in the concierge again)

 

[QJ411]

Originally posted by hookedup
However, how a staff handles the crisis and relatating customer service is critical. I hope you can resolve this to your satisfaction.

Good luck and sorry about your HM!

I agree, I do hope that everything works out and you get good results from GF.

 

[mdgoofy]

Sorry for the negative experience you had.
I will tell you that I had a similar experience in May at POR. We were celebrating our 20th wedding anniversary and I can tell you I will never stay at POR again because of this experience.
You can write a letter, I certainly did but I will tell you do not expect anything. I received a phone call from a CM apologizing profusely for the problems with our trip, acknowledging that there was definitely a problem with the staff at the hotel but there was never any credit offered for the problems we encountered. We go to Disney every year, sometimes twice in a year and this was the worst experience we have every had. I was only thankful that my daughter was not along with us on this trip.

 

[jenjen212]

definitley WRITE THEM, by mail and email:

Walt Disney World Guest Communications
P.O. Box 10040
Lake Buena Vista, FL 32830-0040

email: wdw.guest.communications@disneyworld.com

in your letter be understanding of the fact that they did have some damage there that was beyond their control. but that you should absolutley be compensated for the difference in the daily rate, etc. make sure that you include your reservation number, and any names of those whom you spoke to - good and bad - in the letter. Those who actually tried to help you should be commended.

my dh and i also had a bad experiance on our hm there, or at least at the end of our trip there.

we were there for our hm for the second week of june. we had a very nice 1 week hm in NYC first, then were off to week #2 of our hm in disney.

we booked part of our stay in one resort and then other part in a different resort to try it out. when we moved to the second resort is when we encountered our problem. when we checked out the guys from luggage insisted that they would be able to take our luggage for us and transfer it for us. dh was a little leary about this, but decided that it was a good idea - which from what i hear, it normally is.

we get over to the resort to check in (around noon), they tell us that the room should be ready around 4. we go to downtown, and come back around 5 and they say that the room is still not ready and to come back in about 30 min. we come back 1 hour later and it is still not ready. we had ps for dinner and wanted to shower and change to go. we asked if they at least had our luggage so that we could go somewhere to change. they told us that they would look into it. turns out they lost our luggage! and could not find it.

by the time that we got into our room it was 9pm, we missed our ps because we didn't want to go in sweaty clothing from the park. they didn't locate our luggage until 11pm. we were very upset, but what got me really upset was when i tried to speak to the manager about it.

he says to me, in his best "i don't really care" tone, " WELL SORRY THERE IS NOTHING I CAN DO. THESE THINGS HAPPEN." and then just turned and walked away without even waiting for my response. we couldn't believe it! i asked one of the cms there who HIS boss was. they connected me to him and i explained to him how we missed our ps, and the whole situation, he ended up crediting us some money as their compliments towards buying something for dinner.

dh is a journalist. he typed up this big letter and mailed it to guest communications and cc'd the gm of the resort, and emailed it too.

they ended up calling us on the phone at home about 3 weeks to 1 month later. i explained our story on the phone and they gave us a couple of complimentary nights.

when guests come to disney they spend lots and lots of money. if they have a bad experiance it can affect any future possiblities of that guests future return to them. we go to disney all the time (we live in miami and are passholders, so it is easy for us to go frequently), a bad experiance can certainly leave a bad taste in your mouth for the next time that you thing about going again.

good luck!

jen

 

[lvmymcky]

So sorry about your experience with GF, now I'm worried since we are honeymooning at the GF in their honeymoon suite end of November

Please keep us posted as to the outcome.

 

[ead79]

lvmymcky,
I know how you feel. Shortly before my honeymoon, there were lots of negative posts about the GF main building concierge. Some were legitimate problems (like this post) and some were overly picky/unrealistic. I was really worried and just hoped that my stay would at least be acceptable. Let me say that we thoroughly enjoyed our stay in a honeymoon room at the GF. The staff we encountered were all extremely friendly and one even remembered us by name and greeted us every time he saw us. We had a wonderful honeymoon and would gladly return to the GF main building concierge. Try not to worry--I know it's hard though when the occasion is so special.

 

[TammiMcMan]

Laura, when they re-assigned you to Sugar Loaf, were you able to gain access to the Main Building's concierge lounge? Not sure if you are aware, but the Sugar Loaf is considered limited concierge. The main building lounge has wine with their evening food offerings and late night desserts served with cordials. I hope that they at least made both lounges available to you.

I'd also recommend writing your letter and cc a copy to the executive office. I don't have any knowledge of the general manager of the GF, but if he's part of their management problem, then it might be better to have your letter seen by others. I would also stick to the facts and not make too much out of not receiving anything special in your room. I'm guessing that more often than not, that type of thing doesn't usually happen anyway.

I'm sorry that your stay at the GF was far less than magical. I know how disappointing that can be.

Tammi

 

[wdwprncess77]

I feel terrible about the way you were treated on your honeymoon. I would definately write a letter, email and call the GM as well. Let them know you are not going away until this is resolved. You should definately receive the room difference back and some sort of compensation for this. When you write the GM I would definately reiterate that it was your honeymoon. That is a trip that cannot be duplicated and they spoiled that. I would try to see if you can have them comp you a couple of nights in a honeymoon suite for next year around the time of your anniversary or if not at least bump you to that suite at a discounted non-concierge room rate. If they offer a situation like any of the above I would just make sure that you book the room right away even if it is for next year or two. These managers conveniently forget if you let time pass.

Good Luck!!!!

 

[Sammie]

I am very sorry that the OP had problems. Nothing worse than going on your honeymoon during a hurricane.

I will say though, we have stayed at the GF several times, including concierge during hurricane Charley and never received bad treatment. In fact I can say I was extremely pleased with the way everyone in Sugar Loaf was treated during the storm.

This is only to say that not everyone is treated this way and not every stay is the same.

I hope you are able to come to some resolution. If you paid for a Honeymoon suite in the main building and did not get it, I would definitely think they owe you the difference in the price.

As to the PS situation, I am confused as to what the problem was. Did Sugar Loaf concierge refuse to make a PS for you?

I am sure the hurricane really did influence all of the problems. Such a shame, but traveling during hurricane season brings this risk.

 

[Cinderella37]

Welcome to the GF brand of customer service. That's exactly why we now stay at the BWI. The GF's concierge is shameful - most of them treat Guests like pests rather than individuals who are paying upwards of $600 to stay there. The resort is beautiful and it's a shame the service is so terrible. Write a letter to the Executive Offices; this is what I did in 2003. It'll take a little while to be contacted, but they'll do their best to help you out. So sorry this happened! You can always take a second honeymoon and stay concierge at the BWI...

 

[Davids-Coco]

Originally posted by ead79
lvmymcky,
I know how you feel. Shortly before my honeymoon, there were lots of negative posts about the GF main building concierge. Some were legitimate problems (like this post) and some were overly picky/unrealistic. I was really worried and just hoped that my stay would at least be acceptable. Let me say that we thoroughly enjoyed our stay in a honeymoon room at the GF. The staff we encountered were all extremely friendly and one even remembered us by name and greeted us every time he saw us. We had a wonderful honeymoon and would gladly return to the GF main building concierge. Try not to worry--I know it's hard though when the occasion is so special.

I have to add that we had the exact same treatment. EVERYONE was wonderful. We were on our honeymoon in main building. They remembered everything we liked and brought us exactly what we wanted. Our honeymoon room was wonderful - but I would have understood if there was hurricane damage. We are already planning another.

That said, I saw a number of people who treated the cm's rudely and then didn't understand when the cm's treated them the same. Anywhere in the world (disney or not), you have to treat people with respect and kindness to get it in return. No employee anywhere is paid to take abusive customers. Granted, I wasn't there... but this is what I saw and how I see things.

 

[zalansky]

I was so sorry to read this post...and am hoping that your honeymoon was wonderful anyway. I know you spent countless days, weeks and months planning this vacation of a lifetime to a T.
Write the letter, without a doubt, and do let us know what happens.

 

[justhat]

I'm sorry to hear your honeymoon wasn't as magical as you had planned. I also honeymooned at the GF the 2nd week of June in a HM concierge room and was in a concierge suite at the GF in May and I will say that I never had any bad experiences with the concierge staff. In fact, Doug and Will were 2 of the best CMs we encountered on all of our trips! So for those of you planning honeymoons or trips there, know that not everyone has a bad experience so give it a try. To the OP, I hope you get your money back from the room difference as you're definitely entitled to that. About noting that it was your honeymoon on your PS, I wouldn't worry about it. We wore the bride and groom Mickey ears and 99% of the time we didn't get any special treatment. Also, we had them note honeymoon on some of our PSs (only the ones we made before arriving) but you'd never know they did because the CMs at the restaurant didn't ever acknowledge it (which could also have been the case with you, but you'll probably never know). Hopefully your next trip will be much better wherever you end up staying.

 

[RoLaren]

That said, I saw a number of people who treated the cm's rudely and then didn't understand when the cm's treated them the same. Anywhere in the world (disney or not), you have to treat people with respect and kindness to get it in return. No employee anywhere is paid to take abusive customers.

I have seen that too. Far as the GF goes, I can only speak from my own experience. We were thrilled to be staying there (for the first time ever after years of dreaming of it) and we were exceptionally excited and friendly and just overall overjoyed to be there. One CM even remarked how happy it made her to see someone so excited about the resort. I think a lot of guests they get have a "so what" attitude after all these years or are very wealthy and jaded from world travel to lavish resorts. I know there was a large pharmaceutical convention at the hotel while we were there and most of the guests couldn't have cared less where they were staying.

We experienced a concierge CM being very rude to a member of our party without any provocation. But in the end, management made it right (at least in my view.) and we loved our trip overall.

The more I think about this the more I think that the hurricane must have had a huge amount to do with the OP's predicament.

When I spoke to a manager at a different Disney resort in September after Francis but before Ivan (we were supposed to be down there, postponed in the end) about their having allowed pets in the rooms during the evacuation for Frances, the woman literally freaked out on me. But they were under emergency evacuation situation and she was adament about making sure I understood that. I saw no point in contining the conversation and so I thanked her for her time, and then called up CRO and changed our dates. CM's are human, and they were freaking out.

I felt bad for all of them. I feel bad for the OP too. Likely if she'd been down there at another time, she would have had an entirely different experience.

I'd stay at the GF again in a heartbeat. It is a beautiful resort; staffed by a lot of people who do try their hardest to make the experience as magical as they can for their guests.

 

[ElizabethB]

I find it fascinating the numerous people seem compelled to post and say they've had marvelous times at GF concierge. No matter what your experience has been, it does not negate that the OP had an awful time and was treated miserably on what should have been the most lovely vacation of her life.

The fact that others have enjoyed the GF is irrelevant to her situation. For those planning honeymoons at the GF, I consider the OP's experience to be a word to the wise. DH and I always stay at the Boardwalk. I've had a hankering to try GF for a change, but certainly won't now.

 

[Lewisc]

Originally posted by ElizabethB
I find it fascinating the numerous people seem compelled to post and say they've had marvelous times at GF concierge. No matter what your experience has been, it does not negate that the OP had an awful time and was treated miserably on what should have been the most lovely vacation of her life.

ITA. For a hotel that thinks it's a 5* hotel to have as many complaints as we see is inexcusable. I think OP should start by asking for a complete refund. It's certainly possible rooms had water damage but GF had a chance to try and make it right. They could have tried to find them another resort, given them a pass to use the main coneirge lounge, treated them to dinner at V&A's or something else. Instead they charged the couple for a room they didn't get and then insulted them when they complained about being over-charged. GF had more than enough opportunity to do something while they were there. Instead they treated them like people who were begging for a freebie.

 

[Pluto2003]

somewhere that the GF had been downgraded from a 4* to a 3 *.

 

[justhat]

The reason I posted that I had a good experience at the GF was not to negate the OP's experience. I just wanted to let others who are planning trips there that not every experience is bad (we've stayed there 3 times and never had a problem) so they shouldn't change their plans because of some bad reports. Like I said, I feel badly for the OP since their honeymoon wasn't what it should have been.

 

[Davids-Coco]

Originally posted by ElizabethB
The fact that others have enjoyed the GF is irrelevant to her situation. For those planning honeymoons at the GF, I consider the OP's experience to be a word to the wise. DH and I always stay at the Boardwalk. I've had a hankering to try GF for a change, but certainly won't now.

This is the reason why we feel compelled to say our honeymoon at GF was top notch. A negative review is much more damaging than a positive review is... and you yourself state you wouldn't stay there after this.

In no way am I trying to negate the fact that the staff obviously didn't perform at their best in this case. But I also believe that an apology, and refund of the difference is necessary. If something else (better) is offered, then take it. But if it doesn't, the wrong has still been righted. Everything that should have been done would then have been done - late, but at least not never.

However, I did decide to tell how wonderful our honeymoon was so that others would see that every case is different. There will always be positive and negative reviews no matter where you stay. (Yes, I have had the worst service at the Four Seasons and the Ritz-Carlton... and nothing came of the letters I sent) That is because people have opinions, and they are vastly different. Unfortunately, negative opinions often outweigh ten positive ones. Thus, we share...

 

[Lewisc]

Originally posted by Davids-Coco
. But I also believe that an apology, and refund of the difference is necessary. If something else (better) is offered, then take it. But if it doesn't, the wrong has still been righted. Everything that should have been done would then have been done - late, but at least not never.

I don't completely agree. To me the "wrong" was the GF not treating the couple properly. Didn't offer to put them in another resort or offer do anything for their room not being available. Charging them for services not rendered is illegal. Disney isn't doing them favor by refunding the money nor is refunding the money that Disney was never entitled to doing anything to correct the wrong. They are really 2 separate, but related, issues.