Please read, but do not flame, Letter to Mr. Roy Disney

[wdisneyaholic]

I would be interested in hearing what their response is. Good Luck. I know when trip planning starts off bad, it leaves a sour taste in your mouth.

 

[hookedup]

I work for a travel company - we have a call center for booking reservations at our office. I sometimes get involved in customer service. Here is my input to your letter. Please take this as constructive criticism - not flaming - and I am telling you this in the spirit that I hope it will help you resovle some of your difficulties and vent your frustrations.
1. Check your spelling and grammar - it will add credibility to your complaint - I know that shouldn't matter but it does.
2. You may want to consider taking out some of the details that are not directly related to this situation. Keep one or two sentences about your avid love of Disney and support you have given them over the years, especially because of your extreme dissapointment and also considering the health circumstances your are facing.
3. Do you have the CM's names and dates that you spoke with them? If so use them as it will make a difffence.
4. Are you wanting them to do something for you or are you just venting? If you are hoping that this letter will get you something for your frustrations and unacceptable levels of service you received - tell them what you want. Otherwise don't expect that they will do anything besides sending you back letter (hopefully) acknowledging your complaint.

Good luck! I am sorry that you have had such an ordeal and I hope that your letter accomplishes making a difference since you spent a great deal of time and effort creating it. Take your trip and have a FABULOUS time! Hopefully all of the pre-trip drama will clear the way for a drama-free trip!

 

[dennisnlisab96]

I would love to hear about any response you get and what they had to say. I hope you trip goes better that the whole process leading up to the trip.

 

[MsDisney23]

Hello, OK sorry for putting the wrong draft on here, I did correct all spelling and grammer error's. Thank God for Microsoft Word and Spell/Grammer check.. You guy's are the best. I will not repost the cleaned up verson as it is long. Some of you tell me it is long, I do agree, but after all the time and money I have put into this Company, I feel I want them to know who one of there guest is. I am "NOT" in anyway looking for any type of compensation. I would like for them to know of my experience and my feelings. I have in the past few months send letter's to WDW Guest Relations, I did receive a call, but was only pacified and told how much Disney like's guess like myself. Trust me when I tell you that I let alot of things roll of my back, this has came from my heart. I gave it alot of thought before writing this letter. I will also wonder if Disney will even respond to it. I will let all of you know....

Now where is that ..... Webbster's Dictiionnarry at????

 

[pnelson]

Again, some constructive criticism:

1.) As someone else said, you say your letter is to Roy Disney, yet it is addressed to Wiess.

2.) I think you should leave out much of the beginning, and maybe summarize your health problems.

3.) It is too long-I'm still confused as to exactly what you are upset about and what you want.

I realize you were treated rudely, however, rudeness would not chase me away from Disney-no one could!!

I don't think the letter was well-written at all. There are too many grammatical mistakes and it is sometimes unclear exactly what you are trying to get across. The whole point of the letter is to have someone read it and respond to it-I'm afraid they may give up and end up throwing it away.

 

[Dopey Sharon]

I agree with pnelson...you lost me halfway through...too long! If you've already contacted Guest Relations, why send this letter, unless you are looking for something?

 

[goofy4tink]

Okay now....I do not intend this to get anyone's goat, so to speak. And I am not saying that the original poster is not well versed in grammatical do's and don'ts. Buuttt.....if only the well-spoken were allowed to send letters of complaint then where would we be??? Yes, the letter had misspellings and grammatical errors. I know that when I'm typing, as well as speaking , things don't come out as intended. So, yes, the letter may have been a little long, had errors, but I understood what the points were. It is very frustrating to spend thousands of dollars at a resort and be treated rudely by the very people who are supposed to be helping you. Maybe we can stop picking apart the errors in the letter and help her find ways to make her trip that much more magical.
Oh please don't flame me on this. I've had a hard day and I don't have a supervisor for you to go too!!!! Laughing here, laughing, people!!!!

 

[HookdonWDW]

Others have mentioned the length and the spelling. I won't comment on those, I just have another question: You spend approximately $20,833.00 on WDW every year????

I want your budget! Perhaps I could recommend DVC to you...

 

[MsDisney23]

For all who are upset with my spelling and grammar! Here is the one that did get sent.....

September 8, 2002

Mr. Michael Eisner
Chairman & Chief Executive Officer
The Walt Disney Company
500 South Buena Vista Street
Burbank, CA 91521-4873

RE: Walt Disney World

Dear Mr. Eisner:

I like to thank you in advance for taking the time to read my letter. My name is Katrina Castellini, and I would like to tell you a little about myself from the start. I am 41, recently married on Nov. 18th. 2000(Yes "on" Mickey Mouse birthday). I have a 17-year-old daughter named Lauren Brooke who is a senior this year. She is even talking about college at Disney. I have JD, Juvenile Diabetes since the age of three. I have been taking insulin shots for the past 38 years. For the past year and half I am now on an insulin pump. After my honeymoon in Walt Disney World in 2000, and only three weeks into my new life of being married, I was diagnose with what would turn out to be the start of "FIVE" major eye disease. I was told that I most likely would be completely blind. That is just what happen. I lost all vision in my left eye, and a great deal in the right eye. This past May I underwent my ninetieth major eye operation. I have had some of my vision restored. I need more operation's, but I must now wait a year and take some healing time.

I used to do Heavy Highway Construction with The Laborer's International Union of North America. During my 15 year's I also became the only diabetic in the State of New Jersey to hold a Federal Haz-Mat License and had the opportunity to work on several major Super-Fund Site cleanup. I worked on many major bridges and was very proud of the work that I had done and my accomplishments for a woman with a very difficult disease. I never used my disease as a crutch and never would have thought that Diabetes would have taken my eyesight.

My husband knows my love for The Disney Company and Walt Disney World. On Dec.11th, 2001 as I was about to go in for a major eye operation, I told my husband that I had one wish. He asked what that was. I told him, I want to go back to Walt Disney World and see it for one last time, before all of my sight is gone. After my surgery my husband told me to go ahead and plan my trip, however he would not be able to make the trip with me. I have raised my daughter with Disney. Which I call her Disney years. We have always taken a trip to Walt Disney World around Thanksgiving every year for several weeks. Along with another shorter trip in the early Spring.

As a young girl I fell in love with Cinderella like most young girls do. My dream was to always go to Walt Disney World and see her Castle. It was years before I was able to afford a trip. My own young daughter at the age of three started to ask me to take her to see Mickey Mouse and Pooh. I would tell her someday. Then it dawned on me, someday will never come. Being a single mother, I took on more overtime to pay for our first trip to Walt Disney World in 1990. I will never forget the feeling of going there for the first time and sharing it with my dear daughter. When I stood in front of the Castle tears came to my eyes. To this day when ever I see the Castle I shed a tear of all the beauty it holds and it's meaning to me! I have even ask God for a Castle just like Cinderella's in Heaven.

Since 1990 I have spend over $250,000.00 on vacations to Walt Disney World. This also include's souvenir, dinner show's, dining around the World, Special Event's and shows. Not to mention the Disney room in my home which has all of my collectible's, a Disney Library, every Disney movie ever made, music collection, painting, every Disney game, computer software, toy's, even the owner of two Mickey Mouse Club coats! I am also the owner of a certified show cat named Ms. Disney, which is not included in the price above.

I have never used the The Disney Company to book a trip, but being a member of the old Magic Kingdom Club and now a member of The Disney Club, I left my travel agent of many years to put my trust in the The Disney Travel Company with my upcoming trip toWalt Disney World this coming Nov. 22, 2002. I had made several phone calls and spoke with the cast members and asked all kinds of questions. I had explained my insulin pump and special needs due to my eye sight problems. That part was fine. I asked about discount codes, car rental, airfare, etc. I was so happy with all the wonderful information that I had received.

On January 30, 2002 I called and booked my trip to Walt Disney World through the Disney Club. At the time of my booking, I was not even given the Disney Club discount and was told that I would have to wait for the code to come out. I booked through the Disney Club for the Caribbean Beach Resort for 15 nights and airfare. At that time I did not book Mear's or Car Rental, since I was waiting to see what my upcoming eye operations would bring. Disney Travel told me no problem; I could always add them. I was offered at the time of my booking free miniature golf and a pass to the Wild World of Sports. My original confirmation number was 43011132. Here is where things start to go wrong, I now call in several months later with the annual pass holder code, and was given a hard time by the Cast Member. I had to ask to speak to a supervisor. Now they wanted for me to pay more for my air-fare, I did end up keeping the same air-fare and was able to get the annual pass holder rate, at that time the supervisor had question as to why I was never even offered the Disney Club discount. I thought maybe it was due to the fact that I had booked my trip so far in advance. Anyway, I now have another confirmation on top of the very first one, so that is two. No big deal I can deal with this.

Now, I hear about the closing of Caribbean Beach Resort, I called Walt Disney Travel and asked about this. Well yet another rude Cast Member, this person got into a conversation with me about being fair that other guest will come before me and that I have to wait for Disney to call me. At that point I ask to speak to a Supervisor. The supervisor told me that it should not matter as to where I stay at on Disney Property, that anywhere in Disney is lovely. She went on to tell me that I am paying for a room, that I will only be in to sleep. I was in total shock to hear this. So now I let a few days go by, I call back and ask to speak to another supervisor, I had explained my situation to her, she was very nice, and was able to get me to speak to the Special Caribbean Beach Relocation Team. Long and behold I am not sure who Disney has hired, but I would like for you to know that I was upset with this person and the way they talked to me. I was offered to go to another moderate resort at the same price! Then I was told I could have a cabin in Fort Wilderness, then oh no, they are gone. I was offered to go to the Animal Kingdom or Polynesian. I decided to ask about maybe going to The Contempary or The Grand Floridian, I offered to pay extra money. The person got rude and asks me just what I wanted from them. I thought oh my, I can not even asked them a question! So I was told I had to make up my mind or they would put me where they wanted and that would be the end of it. They also gave me the option of canceling my trip and rebooking at the Polynesian and paying a lot more money. So I decided on the Polynesian, which I did end up paying more money for. I was upset with how this was handled. So I decide to call back a few days later to Disney to discuss how upset I was with the rudeness. Long and behold I get the same Cast Member again, and all the rudeness. I told him to have a nice day and I hung up. Turned around and called right back and reported this person again to the Supervisor. My luck to get the same person twice.

I decide a few weeks later to call and add a rental car to my package. I am allowed to drive a little during the day, but never at night. I was told that since The Caribbean Beach Team had taken over my reservation that I could not use the Disney Club to add Mear's shuttle or National Rental Car. I was given a phone number for National and Mear's and the Disney Club account and was told I have to call them now myself. I now also learned that they have taken away my free miniature golf and Wide World of Sports passes. OK no big deal I can handle this. What a mess getting a rental car with National. They told me that only Disney could use the account. So now I spend a day searching for a rental car, I did end up getting Alamo, which I have used many of time's.

I ordered my annual passes and ticket's for Mickey's Very Merry Christmas party for Dec. 6, 2002. On September 7, 2002. I received them in the mail and also in my mail that day was another piece of mail from Walt Disney Travel Co. Telling me there has been an itinerary change to my flight. Oh joy, another call to Disney. Disney had no idea what I was talking about, now I get put through to the air department for the Disney Club. They told me everything was fine, they had not send me anything and that I should call the US Airways direct and see what the problem was. I was holding in my hand the letter from Walt Disney World Travel Company, but told they had not sent me anything! Now keep in mind I have booked this trip through the Disney Club. So now two-hour's on the phone with the airline, they told me what they had changed. My flight time. Now back on the phone with Disney, now the ticket's I had just purchases for Mickey's Very Merry Christmas Party where no good to me. Disney told me that I would have to purchase new one's as these are non-refundable or transferable. I asked if they could get me on another flight. They checked and told me the I need to call them everyday to see if they can rebook me. I called there twice a day, once in the morning and once in the afternoon, while I was put on hold and was told they where calling US Airways. After a week of this, I called US Airways myself, they told me that Disney had never called them and they switched me on a different flight. I was told that if Disney had called there would have been no problem of getting me on a different flight. No I had to call Disney and let them know of the change on my flight, at that time they did call US Airways and confirm it. I did get a confirmation from Disney with this change. I am now able to use the Mickey's Very Merry Christmas Party passes.

I know and understand of the cut backs at The Disney Company, I would like you to know of my cutback now with the The Disney Company. I almost cancelled my trip this coming Nov. 22, 2002 due to all of the problems with booking this trip. The price increase of dining, passes, parking, and special events, the loss of The Disney Club, etc. Please know that I have not shared with my daughter or husband how I feel at the present time with The Disney Co., as this is her senior year trip. I do not have it in my heart to take that away from her. I am praying for it to be a magical one. I have never minded to pay the money for these wonderful things, but I am not sure what to expect on my upcoming trip. Mr. Eisner, please know this is going to be my last trip to Walt Disney World, I have cancelled some of my dining reservations. Including the Candlelight Processional for Nov. 30, 2002 with Mr. Roy Disney. I do not plan on doing any shopping at the Downtown Disney Market Place. I am not buying anymore Disney stocks, etc. Mr. Eisner please know and understand I am very sadden and hurt with my recent experience with The Disney Company. It is people like myself who keep you in business. I am sure losing one person will not make a lot of difference to The Disney Company. I would like to wish you and The Disney Company and very successful and prosperous upcoming year.

Again I would like to thank you for taking the time to read this very long letter. I do feel it is of great importance to hear what your guest have to say to help improve things within your company.

Sincerely,


Katrina J. Castellini

 

[Dopey Sharon]

Still tooooooooo long!

 

[pnelson]

I'm sorry, but I will be surprised if you get a response. I think it is way too long and wordy, and is going to end up being thrown away before it reaches Eisner.

It just seems a littile unbelievable that someone who loves Disney as much as you do and has spent as much money as you have, is really going to give it all up and never go again because some CM's were rude to you. If there is more to it than that, again, I'm sorry, but the impact of it gets lost in the letter.

 

[Redbeard52]

I was really avoiding contributing (as it were) to this thread, but after your resubmission, I must chime in.

Your letter is still too long. I'm sorry. And I'm sorry for all the pain and suffering that you're going through; however, your letter loses me about the fourth paragraph (where you should be "summing up") begins.

The Disney Corporation is just that -- a corporation. It's not a wonderful, fuzzy-feeling place that has an address of #1 Toadstool Way. The corporate offices are cold and the people that work there are busy.

You need to grab their attention with what you want in the very first paragraph. In the second paragraph you tell them *why* you want it. In the third paragraph you follow-up with your examples ("I was treated poorly by the Cast Member by the name of ______," "I do not feel that the treatment I received by Cast Member ______ was conducive to what your company advertises," etc...)

In your fourth paragraph (and it may have spilled over to page two, but please do not go to page three) you sum up. You tell them again what you want and be done with it.

Please be careful with the facts that you toss out. If you ever threaten litigation for whatever reason, you will be asked to supply the receipts totaling up to the cash amount you referenced in your initial letter. Yeah, it sucks, but that's the way it is.

I hate that you had to go through this, I really do, but please PLEASE understand that Tinkerbell does not open the mail at WDW.... It's some employee (yes, "employee") making just over 22K a year that is opening that letter.

I hate being so negative toward you and your plight, but I just don't want you to be hurt any more than you already obviously are.

Cowboy up.

 

[polyfan]

1. very long

2. seems hard to imagine $250,000 over the past twelve years? how many times do you go a year? we go at least once a year, sometimes twice- stay at the poly and come no where near that figure-


3. I reread the one you sent and still see so many grammatical errors.

 

[Poly Pal]

I am sorry for your health problems and the poor service you received from Disney cast members. However, it is not clear to me what you actually want Disney's response to be.

If you just want to share your experience with Mssrs. Eisner, Weiss, and Disney, then your letter is fine. But it will not elicit any kind of response, other than perhaps a form letter, for it is much too long with too much extraneous information.

If you are looking for some type of compensation (and I'm not implying that you are), your letter is still way too long. Disney is a business. They care about your spending money on Disney product. While the individual reader may feel sympathy for you because of your health problems, Disney does not care. (Of course they should want to do their best to accomodate any guest with a disability.) Disney does not care about the specifics of your diabetes. Disney does not care that you worked heavy construction. They will care that you've spent more on Disney vacations and products than most people spend on their first house!

I would sum up the first 4 or 5 paragraphs in two sentences. Something like:

"Due to diabetes, I've been advised that I will lose my eyesight. Upon this diagnosis, my husband encouraged me to fulfill my wish of seeing Cinderella Castle one last time."

Then in the next paragraph of no more than 4 or 5 sentences, desribe the difficulty's you've had with your reservations.

In the third and final paragraph of no more than 2 sentences, state what action you want Disney to take - written apology, refund of all my money, upgrade me to the Disney Suite at the Grand Floridian, provide free park admission, or whatever you feel is justified in compensation for the rude treatment you experienced.

A succinct letter is much more likely to be read rather than tossed in the trash as "just another crank letter." You certainly have a situation which will generate sympathy and hopefully a little generousity towards an obviously loyal Disney customer.

Now MY post is way too long! (great minds think, and write, alike!)

Good luck! I hope you do get to see the castle again (maybe even from the Walt Disney Suite at the GF!)

 

[queenofhearts]

MsDisney32-

I am very sad to hear about your experience with a rude castmember and what sounds like a disorganized reservation system.

However, I think your letter is beautiful. Here's what I understood from your letter:

1. You love Disney. Therefore, you've devoted a lot of money and time to all things Disney. It sounds like Disney is a part of your life and something that's brought you a lot of joy.
2. You are disappointed with your most recent encounter with Disney. You are especially disappointed since this may be one of the last Disney vacations that you'll make with your vision intact.
3. Because of this disappointment, you almost cancelled your vacation. You are worried that your vacation may reflect the service that you received over the phone.
4. In the future, you will not be a faithful customer to Disney because of this experience, and you hope that Disney will change to provide other guests with the same magical experiences that you've become accustomed to.

I believe that these are all wonderful points. If your intent in writing your letter is to make Disney aware of your frustration and disappointment, I think you accomplish this well. I hope that you receive a response from someone at Disney, and please do NOT let this experience get you down. I'm sure you'll have a MAGICAL time at WDW with your daughter!!

 

[LoriZH]

Since human beings work at Disney, I would hardly think that they care about your grammar and spelling errors. I got the gist of your letter also, you would like them to change their customer service policy. You are not asking for anything and you are just a sweet person who got bad information from incompetents at a company. I know a lot of times people here on this board (including me) will call and get miss information all the time. They really should know what they are doing, afterall, they are one company. One CM knows the codes and the other doesn't, one CM can book you at one resort or get you a table at a restaurant and the other can't. It happens a lot and although things will NEVER be perfect, they should at least all know the discounts and promotions that are going on or at least your itinierary.

I hope writing that letter made you feel better and at least you get an apology from the rude CM.

Good luck!

 

[manning]

I gave up reading your letter before you got to your problems with Disney.

I agree with Poly Pal and hookedup about shortening the letter and stating what action you want taken. There are hundreds of letters received each day and the short to the point letters are the ones that are read.

After you write the letter, put it aside for a day or two and reread it. You may want to change it. Often it results in a shorter letter. The first one is written with

I would mention that you were willing to pay for any upgrade you asked for, but now with the treatment you got you want them to be at no additional cost. With all the vacancies having, they will hopefully grant you that.

 

[TapCat]

I think your letter is fine. It's from the heart, and it expresses your experiences and opinions.

The MOST refreshing thing, however, is that you are NOT seeking some form of compensation. Hurray for you! I'm a big believer in pointing out when service is great and when's it's poor. But too many people in this world now believe that they should be "compensated" when someone looks at them funny.

Do any of us offer to pay an airline or car rental agency MORE when we have a really great experience??

Best of luck with your health, and, again, great job.

 

[skiwee1]

Sorry for all of your troubles. Sounds like a nightmare! Hopefully you will enjoy your trip nonetheless. I have to agree with some others that the letter was way too long. I only read up to a certain point. After reading responses from other posters, that made me go back and finish reading your story. Disney is a business and unfortunately I think the employee that gets your letter will just toss it aside. I do hope you get a response though I don't know what you are looking for.

 

[pollyanna]

Although I sympathize with your health problems, why are they in this letter?

1) Letter is far too wordy. Customer service folks will skim over the whole thing, as they don't have time to read novels at work. Cut out all health problems-they have no bearing on the situation.

2) What is the intention of your letter? Complaint or compensation? Be specific.

3) I also find it rather "nit picky" for a person who spends $20,000 a year on WDW to complain about some tickets you can't use. Your $250,000 spent in 10 years at WDW seems to be a huge exaggeration, and Disney folks may brush your complaints off for this reason.