Problems with Pop & Coronado Springs/ opinions needed

[deej696]

I can feel your pain. I checked in at CSR a few months ago, only to walk into a room that had clearly not been made up by housekeeping. Beds had been slept in and towels dirty. I call the front desk only to be told I can change rooms, but they have no one who can bring me keys to a new room. GRRR. So we went out to dinner and told them to remake the room we were in. Its still one of my favorite resorts and is really a great value on property.

As far as wrinting a letter. I was a hotel manager at a luxury property for a while, and I can tell you that anyone who is good at their job, knows when things go wrong in their hotels, and address the issues at the time. It is my experience that most who write letters are usually looking for a freebie. Good hotels have already addressed the issues to ensure it doesnt happen again whether the GM gets an email or not...

 

[DisneyFans4]

I for one am not looking for a freebie when I write a complaint letter and when I have I've gotten nothing anyway and I don't expect it. What I expect from writing a complaint letter is to see improvement in the area where I had just written to complain about.

For instance, and I'm sure it was not only me, a few years ago I had written guest services complaining about the Polys dangerous bus stop if anyone can remember how it used to be. Well I guess enough complained because now they have a much nicer and safer one. I think sending those letters in is very important. I even inquired about it later and was told it was changed because alot of people complained.

I'm on vacation and I'm not taking the time to complain to management while I'm there so I wait for the survey card to arrive and then I tell them my thoughts regarding my stay and trust me, if there was an issue they will call you so you can tell them why you were disappointed so even Disney finds those survey cards very important, it's why they send them out.

If anyone is unhappy and just lets it go then they won't know what the problem is. Sure, alot of issues are taken care of while you are there but if it's something that keeps happening as is what seems the issue here at CSR, main office needs to know about it. I'm sure management isn't letting the main office know the problems that are occurring. They should be but I'm sure they are not.

 

[MagicMe]

KTTW are not only a problem at CSR. I experienced my own problem when I stayed at POP one night last year (before my cruise). Returning from dinner I found that my “key” would not work. I tried and re-tried before I trekked up to the main area and they reset my key. After trekking back to my room, I again found that my “key” would still not work. Of course, it’s now well after midnight and I am not happy about trekking back to the main area again. This time a very nice cast member accompanied me back to the room. We talked a bit while walking especially about working third shift. Since we were stopped on the way out with someone that had been locked out, I asked him if he had a lot of trouble with people and their keys (especially with keys that did not work). He noted that they sometimes have trouble with the key mechanisms at night with the humidity (what???, hello, you’re in FLORIDA!!! ). After getting back to my door, I tried my third key and it still would not work! He tried his key and it finally opened!!! Finally in my room 35 minutes later!!!! He assured me that everything should be fine in the morning! But needless to say, being the worrier that I am, I decided not to leave that room until I was picked up the next morning!!!!

 

[Zippa D Doodah]

As far as wrinting a letter. I was a hotel manager at a luxury property for a while, and I can tell you that anyone who is good at their job, knows when things go wrong in their hotels, and address the issues at the time. It is my experience that most who write letters are usually looking for a freebie. Good hotels have already addressed the issues to ensure it doesnt happen again whether the GM gets an email or not...

Yeah... see, this is my problem. I appreciate your experienced input on this. I don't want to be like the guy who ate all but the last bite of his steak and then told the chef how terrible it was. I truly am not looking for any handout from WDW, but -geez Louise! -things got a bit absurd last week. I'd think somebody somewhere along the chain of command might want to know so they can keep it from happening to some other unsuspecting guest. What happened last week has turned me from someone who spent thousands a year at WDW without thinking twice about it, to now questioning how soon I'll be going that again. Again, this is not due to my expecting anything from Disney. It is due to my now wondering whether they are competent and capable of being my next vacation destination.

For example, DW and I will be celebrating our 15th anniversary next summer. My plan has been to take her on a 4-5 night stay at the GF. As I envision what hilarity may ensue upon our arrival, a Caribbean island is sounding like a real good alternative about now. I'm guessing for GF money I can stay somewhere pretty nice. This is why I want to try and write the right letter to the right person; I want to trust WDW again.

 

[DisneyFans4]

Go to WDW's main page and send the e-mail to guest services, it will get to the right person.....

Home office needs to know what happened during your stay and this is the only way they will find out.

 

[deej696]

Oh I agree that there wasnt anything about your experience that didnt stink. And believe me, if it happened to me I would be hopping mad also. I guess my point was that writing a letter to an organization as big as Disney, it is likely to fall on deaf ears unless you get to someone in charge on the property level. Based on what you experienced, at check out I probably would have asked to speak to either the manager on duty or the front office manager, etc. Or perhaps even call the resort directly and ask to speak to the GM etc. My thinking is that this may be more effective than a letter to guest services? I guess either way, Disney can usually be counted on to do the right thing and I'm sure they will regain your confidence!

Kinda off topic, has anyone has ever seen the movie Office Space, the scene where the main character gets like 7 phone calls about the cover sheet of his report. I wonder it that is what happens when someone calls or emails guest services....

 

[CareBear84]

DS7 and I are just back (Friday) from 4 nights in the World. It was a fine trip, but included a recurring issue that I would like some help on resolving. Here's the deal...

We arrived at MCO 9AM and were at Pop by 9:45 via ME. I thought this was phenomenal service. Kudos to Disney for this. Upon check in the front desk CM at Pop goes away for about 5 minutes and comes back, asks me if we would like to receive a free upgrade to Coronado Springs. Two thoughts go thru my mind: 1) Phooey! Why couldn't this happen when DW was with me so she could appreciate the good fortune, and 2) Yippeee Ki Yay! You betcha I'll take that upgrade!

CM tells us to go sit my the door near bell service and wait. About 30 minutes later a courtesy van arrives and a pleasant CM takes us to CS. Keep in mind I know zero about that resort because I never have thought about staying there. I check in, although CS was apparently unaware that we had been transferred from Pop. Front desk CM at CS set us up with a nice room close to the main pool, but a mile from the front desk/food court. We are tired from having gotten up at 4AM to catch a plane, so were ready to drop for a few minutes before hitting the parks. Problem #1: The room key did not work. We walk back to the front desk, explain our problem, and get a new set of keys. The CM who gave us the new key cards was sort of condescending -telling us to please be careful not to demagnetize these. I offer an explanation that the cards had only been in my shirt pocket and not near any cell phone etc. Anyhow...

Problem #2: The second set of key cards did not work. DS7 pretty much begs me not to make him walk back up the front desk again. Seeing that he got up at 4AM and was being a very patient little boy, how could I refuse that request? I resolve to track down the first CM I could see and get help. That person was an engineering CM who did a fantastic job of at least opening the room and understanding my gathering exasperation. He calls down to the front desk. They send a runner down to the room on a bike. She says she would bring me a new (third) set of card keys back to the room.

Problem #3: It takes her 45 minutes to come back with the keys. While this is no big deal, please understand that we had just arrived and were eager to get to the park. DS7 did remain patient; I give him much credit. I ask the runner CM whether my park tickets and charging privileges were still included on this new set of card keys. She assures me they are. By then it is noon, so DS and I head off to the MK to begin our adventure.

Problem #4: Imagine this: DS and I are holding hands, giggling and giddy about being only minutes away from entering the magic and riding Space Mountain. We put our card keys into the turnstile and are turned away at the gate. CM tells us that there are no admission entitlements on our cards. I go to guest services and explian my dilemma. CM there issues us temporary one-day admission tix. He recommends that we resolve the problem at our resort. We go ahead with a day of fun at MK, knowing I'll have to handle things when we get back.

Problem #5: I go to front desk and speak to a cordial concierge CM who makes a phone call and realizes that Pop did not transfer my entitlements along with my reservation (small consolation to me, huh?). He issues new card keys (fourth set) and assures me that everything is now in order.

Problem #6: DS and I go swimming that evening. When we go back to the room THE CARD KEY WON'T WORK. Wearing dripping swimsuits and flipflops we walk the long walk back to front desk. Yet another CM looks at my card, fiddles with it, runs it thru a funny lookig blue box behind the desk and assures me it will work fine now. About half way back to the room it started to pour rain. DS and I just grin and say "at least we're wearing swimsuits."

Problem #7: We went to AK on Tuesday morning. DS' card key worked but MINE DID NOT. Well, so much for getting there early to beat the lines. The first line I had to stand in was at Guest Services. A CM there who had no idea how to understand my odyssey, but apparently thought I was in need of a courtesy FP. I appreciated the gesture, but was still frustrated by my unresolved problem.

Instead of hopping staight to MGM, DS and I went to the front desk at CS again (you'd think they'd be tired of seeing me by this point). A CM issues another set of key (fifth). Apparently the fifth time was the trick, because we did not have further problems. Until...

Problem #8 This is not quite as big a deal, but -predictably -Disney did not get my ME reservation straight for my return trip. We were too busy having fun to mess around reminding them to striaghten out their mess Thursday, so I waited and called Friday morning. I actually just went down to the front and caught the first ME bus we saw shortly after noon on Friday. Our name wasn't on the list, but the driver didn't seem to mind.

All in all, I am appreciative of Disney's upgrade offer. It was a generous offer, and I feel lucky to have received it. HOWEVER, it just became ridiculous trying to get the new reservation up and running. In all my trips I have never experienced anything like this. I understand it to be an utter failure at customer service. Not that I was looking for anything, but aside from the FP at AK no one ever offered me a thing or even said they were sorry for the trouble we had gone through.

I need opinions from my fellow DISers... should I write Guest Relations and let them know my whole story? If so, exactly to whom should I write? I am not a natural complainer, but do feel that things got a bit out of hand this week. Thanks for reading this long story, and thanks for your opinions.

I am so sorry about all your troubles! There is no excuse for treating you in such a manner. I admire you for the way you handled the situation and the example you set for your DS. I agree with the others who recommended that you write a letter. My DBF and I stayed at CSR last October and I was not too impressed with the staff either. My stay at Pop was much better in that regard. I had a few complaints about the cleanliness of the room and could not seem to get any help from the front desk. The CM's at the gift shop were rude to my DBF when he had a question about a price on something. Maybe I was just expecting more since it was a mod, but Pop was much better IMHO.

 

[smidgy]

there is a difference between a "freebie" and just compensation; between eating an entire steak except for one bite, and losing precious hours on vacation (thereby missing out on things.) ourmisup happened on our last day. we had planned to return to some favorite attractions at epcot, then have a little pool time before leaving for the airport. Instead, we spent that time with the manager of teppanyaki, and the manager of pop century. NEITHER were willing to do anything to make up for our useless last day.
Writing to guest relations was a success. they sent me something to "make up for" our lost time - NOT a freebie, it was earned, in a way.
now that I think of it, on our most recent trip (CSR) our key card would not unlock the door one time - engineers had to come fix it.
you and your son lost a lot of time, and the poor little guy was exhausted. disney is usually very good at trying to keep the magic in our vacations. go ahead and write.

 

[Zippa D Doodah]

Update: I went to WDW's website yesterday and submitted the following letter via email at their "contact us" section. I trust that it will find its way into the right hands

To Whom It May Concern:
I am just back from yet another great Walt Disney World vacation. My 7 year-old son and I stayed at Coronado Springs June 11-15. Although I can hardly believe it, this was my ninth trip over the last eight years. The collective Cast Members at Walt Disney World must be doing something right!
However something went drastically wrong on this most recent trip. It started off pleasantly enough. My son and I presented ourselves to check in at Pop Century on Monday, June 11 at 9:45am. We were tired from our journey, but quickly re-energized by the offer of a free upgrade to Coronado Springs. I am very appreciative of the upgrade offer.
This is where things start to deteriorate. I will apologize in advance for the length and detail of my letter, but I believe the details will help you to understand my frustration and ongoing issue. We arrived at the front desk of Coronado Springs via a courtesy van from Pop Century. The CM was courteous, assigning us room #7597 -near the main pool and a bus stop. My son and I made the long walk to the room from El Centro only to discover that our card keys did not work.
We walked back to El Centro and spoke with a concierge CM who was a bit condescending to me upon my explanation of my problem. He did issue a new (second) set of keys. My son and I once again walked to our room (#7597). Once again the card keys did not work. My frustration was gathering.
My son, who remained patient throughout our journey to Walt Disney World as well as on the trips back and forth to El Centro, indicated that he was tired and did not wish to walk back to El Centro for a third consecutive time. I resolved myself to make it easier on him my finding a nearby CM to assist me.
I found a wonderfully pleasant CM from engineering named Joseph who was doing some maintenance on a nearby room. He was cordial and understanding, and used his pass key to let my son and I into our room for the very first time. He took charge of the situation in an appropriate and helpful way by calling the front desk for me and explaining my dilemma.
The front desk sent a runner to the room. She collected my card keys and said she would be back with a new (third) set. 45 minutes later she arrived back at our room with the new set of keys. These card keys did in fact open the door to our room. I specifically asked her if my park entry entitlements and charging privileges were still in place on this new set of keys. She assured me that all was in order.
Hours after we had hoped to leave for the parks on Monday, my son and I made our way to the Magic Kingdom. This trip was to be a "boys' adventure" for the two of us. Our objective was to enjoy one another's company, and to enjoy the magic and thrill of Walt Disney World theme parks. Imagine our delight, holding hands and finally making our way to the gates of the Magic Kingdom -knowing that our first spin on Space Mountain was only minutes away. Our joy and anticipation was quickly derailed when we were denied admission because our card keys did not include entry privileges. Dismayed, I went to Guest Services. A CM there gave us two temporary passes that would allow us to enter teh park for that day. He told me that I would need to get the problem taken care of at my resort.
My son and I enjoyed the park for several hours before travelling back to Coronado Springs. I was dreading having to once again deal with this same issue which should have been resolved the first time. A pleasant CM named Willie at the concierge desk listened to my long story. He made a phone call, and after a few minutes told me that the problem was that my park entry entitlements had not been transferred along with us from Pop Century. He made a new (fourth) set of card keys for us, and assured us that all was now taken care of.
Exhausted after a day of travel and fun, my son and I decided that we would finish the day by going for a swim at the Dig Site pool. When we went back to the room my card key did not work. Imagine my surprise!
Wearing dripping wet bathing suits and flipflops, my son and I made our way once again to El Centro. A CM I spoke with did not seem to care much about my dilemma, but did issue me another card key. On the way back to the room, a drenching thunderstorm soaked us thoroughly. We just grinned at each other and shook our heads.
This newest card key did open the room. We were even more tired after our latest journey to El Centro, so we ordered our supper through room service. 90 minutes later the supper came. It was cold, expensive, and unsatisfactory.
Tuesday, June 12 was our second day. We arose early, ready to enjoy the parks in hopes that the troubles of the previous day were behind us. Our destination was Animal Kingdom. We arrived at park opening, ready to have a full day of thrills and fun.
When we went to enter the park my key was rejected as being invalid. My son's key was accepted. Once again we were directed to Guest Services. A pleasant CM there who could not grasp the big picture of my problem issued me a temporary pass for the park, and told me that I needed to resolve my problem at the resort. Rightly sensing my frustration at having to begin my day at Guest Services, she issued us a complimentary single-use pass for any one ride in the park. This was a small consolation to me at this point, but it was a significant gesture in that it was the only time anyone other than Joseph (the CM from engineering from much earlier in the story) had said or done anything to apologize or commisserate for my dilemma.
Instead of hopping directly to Disney-MGM Studios, my son and I stopped by the front desk of Coronado Springs once again. We were issued yet another set of card keys. This change in our plans was yet another inconvenience, but I am glad to say that we had no further issues with our card keys.
When it came time for us to depart we did not receive notification about pick-up instructions from Disney's Magical Express. I was too busy enjoying my time with my son to bother calling and straightening out yet another mess on the day before my departure. I called the ME service number on the morning of my departure and was told that I was scheduled for pick-up at Pop Century. I explained that this would be an inconvenience since I was now staying at Coronado Springs. Needing to catch an airplane that afternoon, I did the only thing I knew to do: I made my way to the ME bus stop and hopped on the next bus.
As we were leaving I thought about hwo glad I was to have survived the odyssey of the previous days. I was thankful to be heading home. In all my trips to Walt Disney World I have never felt that way before.
Between the days of June 11-15 I encountered continued incompetence, poor communication, some condescending attitudes, and a problem that it seemed would never end.
Again, I am grateful for the upgrade that Walt Disney World made to me upon my arrival. However the incompetent mishandling of this issue made something wonderful into something horrible. I am glad the headache is behind me. I want to trust Walt Disney World with my future vacationing needs, but as of right now I do not. I just cannot understand why this problem never did get resolved. I remained patient throughout, with my son at my side. I did not desire to give up anymore of our precious vacation time by presenting my dilemma to management at Coronado Springs. I just wanted someone to get things right. Sadly it never did happen.
Thank you for reading my lengthy letter. I think Disney wishes to be a good host to all it's guests. But for me and my son, on this particular trip, it did not happen that way.

Sincerely,

 

[trueblue]

I had the same problem at POP. But without an upgrade. Imagine how fun that was! We ended up having plastic cards for dining and room keys, and then paper cards for admission to the parks.

Regardless of that annoyance, we still had a great vacation and can't wait to go back !

 

[Zippa D Doodah]

Yikes! It sounds like WDW has some work to do on their card key system.

We had a fun trip too. I wouldn't undo it by any means. But I truly was glad when it was time to go home. It got to be a real joykill having this thing to deal with over and over again. As far as going back, I know I probably will. But right now my image of WDW is not magic; it is incompetence. I know good and well that will change