Positive DLRP feedback

[cap'njack.]

After having such a great time in DLRP last week I decided that DLRP should really hear about my positive thoughts considering many are quick to fire of emails about complaints but I wonder how many fire off an email about having a great time.

Below is my email sent to DLRP and then thier response:

Dear Sir or Madam

I have just returned from a trip to Disneyland Paris, we stayed in the Newport Bay Club Hotel from 09.03.09 to 11.03.09 booking reference number A7409***.

People in this day and age are far too quick to complain when something minor goes wrong with their trip however people are not so quick to praise when everything goes right.

I would like to state that we had a wonderful time. The free upgrade in the hotel that we received was brilliant (I originally booked the Cheyenne but was upgraded to the NPBC) the Hotel was lovely and clean, the room was huge and looked to have been recently refurbished and the view from out window was great (although it was the back entrance to the hotel it was nice to have a view)

The Reception staff treated us very well and despite being a trainee and forgetting our breakfast until asked she sorted that out instantly. I was also very impressed with Housekeeping who brought a kettle and two extra pillows as requested within 10 minutes.

The parks were amazing and despite little pieces of work needed to bring them up to the very high standard of the early 1990's however I was very impressed with the general cleanliness and appearance of the parks. I personally feel that The Swiss Family Robinson's Tree House and Alice's Maze are the two major attractions that need instant improvement and I am very sad to see a DLRP exclusive attraction looking very sorry for itself.

I would just like to state that the new merchandise for Mickey's Magical Party leaves a lot to be desired and I still long for the day where DLRP is able to move on from the same generic material in each shop, however this is a personal minor bugbear.

If you could pass on my comments to the relevant departments I would be ever so thankful.

Thank you all for a magical stay and I look forward to booking my next trip to DLRP in the very, very near future (well as soon as Dream Annual Pass Holder discounts are announced for April, May and June I will be booking another trip)

Thanks again,

Jonathan

Reference: 307097/632***

Dear Mr Lincoln,

Thank you for your e-mail concerning your recent visit to Disneyland® Resort Paris.

I was pleased to learn of your impressions and to know that your visit was such a success. Disneyland® Resort Paris strives to entrance its visitors by the dreams and magic with which they have come to associate the Disney name, and the fact that you were so happy with your visit is truly encouraging.

The Quality Manager in charge of Disney's Newport Bay Club® was delighted to hear of your kind comments and she was touched by your delicate attention. She has transmitted them to the relevant departments.

The Quality Manager of Disneyland® Park was also pleased to read of your comments. She has seriously noted your remarks concerning the maintenance of certain areas of the park. She has confirmed that rehabilitation takes place constantly throughout the year and that your remarks will be taken into account by the relevant team.

I have also transmitted your comments with regards to the Mickey’s Magical Party Merchandising to the Quality Manager in charge of our Merchandise department.

I would like to thank you for taking the time to inform us of your experience. All feedback is of the utmost importance to us so that we may continually gauge the level of guest satisfaction and improve our services where necessary. This allows us to maintain our position as a sought after destination in the leisure and tourism industry.

Disneyland® Resort Paris hopes to soon have the pleasure of welcoming you back to the Resort.

Yours sincerely,




Marlène Cain

Guest Communication

 

[joolz1910]

Great response. I emailed the DLH after our stay to say how much I had enjoyed it. They responded to me too. I think it's nice to leave positive feedback and they clearly appreciated your comments.

 

[thelittlemermaid83]

Thats a fab response, funny though how they reply quicker to praise then to complaints

I agree about people being too quick to complain about silly little things and not praisng the good things.

 

[DLPdaft]

Great email Cap'n, and obviously appreciated by the relevant staff at DLRP too .

I'm absolutely positive that had we had a refurbished room, closer to the main area of the NBC than we did, I also would have emailed DLRP to compliment them in particular about the NBC.
Unfortunately, we did have problems with the room, and if I had paid NBC prices for it, instead of being upgraded, my email would have had to be a complaint one, rather than a praising one.

I wouldn't complain about "little" things, but just like the positive feedback DLRP appreciates, negative issues need to be brought to their attention too, and acknowledged.

 

[cap'njack.]

I wouldn't complain about "little" things, but just like the positive feedback DLRP appreciates, negative issues need to be brought to their attention too, and acknowledged.

I totally agree and have (obviously) brought up a complaint previously.

I just think that positive and negative DLRP will only get better if they are informed however stuff such as not replacing soap everyday or complaining that the flow of milk from the machine is too slow (both complaints that I heard while there) are just annoying

 

[thelittlemermaid83]

I always take my own soap lol.

 

[britchic4]

Funnily enough I've just emailed a party goods company I received excellent services from (Party Pieces, if you're looking to buy party stuff, can't praise them enough!). I agree compliments should be paid as well as complaints made. Can't help noticing the length of time for replies being noticably different for complaints though!

 

[cap'njack.]

Can't help noticing the length of time for replies being noticably different for complaints though!

One can only assume that it's because complaints have to be looked into but praise can be responded to straight away.

If interested I sent my email on 12.03.09 at 09:26 and got a response on 13.03.09 at 10:49

 

[ghockley1981]

Nice to see they appreciate the praise, i wish people would do the same on things like trip advisor. Instead of just using it to vent their anger, which most often is due to their high expectations of cheap deals.

 

[thelittlemermaid83]

I love reading Trip Advisor if i need a good laugh, if everyone believed what was written on there nobody would go on holiday

 

[scampbunny]

thats great response!!!

and as for complaints/positive - i think our british nation has been brought up to complain rather than praise, where-ever u go u hear ppl complaining, and its very rare to hear the positives!!

if i have a good holiday this time, i will def be complimenting them, especially on their consistency!!! i did do an email before about cm and how great they had been for cayden, and had a similar reply back - so think that we need more praise, as that is as helpful to improve as negative, except positive makes u WANT to get better!! (currently doing a course relating to postive & negative comments/praise lol)

 

[Cyrano]

It is good to hear about a response to positive feedback

 

[scottishgirl87]

I agree on what's been said about TripAdvisor, some people are just ridiculous in their complaints. I'm really not the complaining type, as long as the room's clean then I could care less, after all, no matter where you go on holiday you just use your room to sleep! I think some people want more in a room than other's. It really does put you off sometimes.

I went to Vegas in December and the hotel I stayed in got a bit of a slating for silly things on TA but it was perfect for everything we wanted - a clean bed to sleep in

I studied Marketing at uni and the statistic was something like for every complaint you have you will tell 4 times the amount of people than you would have for praise. (I'm sure it was 4 but it has been a while, lol )

 

[BRobson]

That is fantastic that you took time to do that Cap'n As you said too many people look at the negitives and complain and never give it a second thought when things go well.

 

[Ware Bears]

That is fantastic that you took time to do that Cap'n As you said too many people look at the negitives and complain and never give it a second thought when things go well.

 

[olimog]

Hi there, could you let me know what email address you used.

Well done on the feedback!

Thanks

 

[DLPdaft]

Hi olimog,
Elaine, Jackie, Elaine and Reid welcome you to the DLP DIS board

We are a friendly bunch here so please join in on any other thread or if you have a number of questions then just start a new thread for each

If you have not had a look yet, DLP posting rules are here
http://www.disboards.com/showthread.php?t=1477038,
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[jillrobinson]

I'm really impressed with your email Jon, well done, I also think praise should be given when it's applicable.
Interesting quote from a tutor on a Customer Care course I attended.

"1 person will tell 1 other person of a good experience they've had, they will 10 other people of a bad one !"

I always think of this when I'm reading reviews on TripAdvisor.

I'm so pleased that you were happy with the NPB, the only time I've contacted DLP following a trip was after our stay there, when the customer care and service we received was way beyond my expectations.