Lives4Disney
DIS Veteran
- Joined
- Sep 25, 2004
- Messages
- 6,924
Heather,
Thanks for the pix. We were just at the Grand for our 10 year vow renewal with our entire family---16 adults, 11 children 9 and under. We almost always do RPC for at least part of our trips and since this trip was once in a lifetime, we wanted our family (most of whom had never been to Disney) to stay a while at our favorite spot. We booked and paid for 2 honeymoon rooms (1 reg and 1 turret), 1 reg RPC, and 4 deluxe RPC for 3 nights. Among the many GF missteps this trip, they upgraded my brother, his wife, their infant daughter, my father and my 6'4/250lb 15yo brother to the Victorian Suite. Very nice gesture, would've been much nicer if it were me but clearly they didn't check the notes on number of guests. No, that sofa is not a pullout, nor is it of a size that anyone over 5' could sleep on. So, yes, my dad and brother were "lucky" enough to sleep on rollaways for 3 nights at the Grand. It is, however, a gorgeous suite and they offered to trade with me because they felt so bad but we had the turret honeymoon room so not enough room there for the group either!
While I'm on my little vent, the other things we noticed/experienced this trip. Absolutely impossible to hear from IPO. I emailed several times, wanting to send in room gifts. I finally hear back a couple of days prior to our departure, with a here's the number for private dining. Needless to say, no in room gifts this trip---not that we didn't have enough goodies from the welcome bags and treats from the Mad Hatter Welcome brunch and vow renewal reception.
While there, we had requested several times that my parents room be close to ours since they were supposed to keep the kids. Of course, they were on another floor entirely and it took hours to straighten out---the RPC cm was not very nice to me either--I was in tears after our encounter.
We finally get everyone moved. We're very busy with our events so not much time at the resort. No happy anniversaries, nothing. Except for our old IPO Renee who remembers that I LOVE the teacup pillows and brings one down for our daughterWish she were still there planning.
When we go to check out to move to the Boardwalk we notice the bills on the doors. I specifically told everyone in no uncertain terms and checked again and was reassured at check in that no one would see how much the rooms were going to be costing us---our family would have had a fit if they knew the cost. One family in particular who had been very nosy and who I REALLY didn't want to find out, not only had a bill, but we had been recharged the entire room amount!
At this point, with dripping wet hair and a room full of cake, bouquets, centerpieces and luggage for 5 people, I'm running around trying to find the other bills on the other doors. We find them all and go to get it straightened out. Well, the gentleman at RPC proceeds to tell me they aren't in my room block, blah blah. Very condescending. He tells me he will try to get the charges taken off but that it was basically my mistake.
At this point I'm furious. We go downstairs and talk with a manager. She was very nice and apologetic. I explain how much we love this resort, even the kids and that we have celebrated many happy occasions here and how this stay was nowhere near magical. Even mentioned the ipo issues and how the "dissers" are all complaining too. She offered us 2 nights to come back. that was very nice. Of course, it will be nice on that trip, we have to call and let them know we're coming. But what about after that? I know the beancounters have done a number on Disney in the last 10 years we've been going, but how about that feeling that they're happy you're there? That doesn't cost anything. I'm not looking for all the freebies, just a feeling that you matter and that they're happy you're there. At the Boardwalk, Pete, Steve, Jackie and the rest give us big hugs and welcome us back and actually want to talk to you--and we've only been there 2 x before this. Same with Don, Sue and the AKL staff. The Poly isn't quite as personal, but so friendly and helpful as well. 14th floor contemporary--the ladies who were there were absolutely fantastic this trip---very helpful and friendly. I do still love the Grand, we have so many fantastic memories there, but I'm just not getting the warm feeling like I used to.
Oh, after we settle up with the manager, as we're getting off the elevators, very loudly the cm from earlier says, I looked it up and they were never in your room block. My hubby says to me, be the bigger person, keep moving. Of course, in the room I have my BEO (event order), group room block, and alpha list which had the family on every single paper, including their room requests!
The one desk cm who was friendly and helpful as always was Joe. Also, our bellman was the best cm by far at the Grand---Jerry. He helped most of my family and was of great service on our checkout day. He personally delivered all 33 pieces of our luggage, dress, cake, flowers, etc to the boardwalk and even drove us to epcot so we wouldn't be late for our ADR's. He was totally old school disney and unfortunately in the minority there lately.
Anyway, thanks for letting me get this off my chest. Yes, we will of course, give the Grand another try but the others are definitely gaining. I don't feel as bad about booking a stay at another deluxe without staying there. I hope they prove me wrong though, I really do.
On a side note, Disney fairy tale weddings did an amazing job! Our events were beyond my wildest dreams. If I win the lottery, I'd do a party there every year!
Lisa
Wow! How generous of you all to do this for your family. (that's my first thought - and what a FABULOUS thing it should have been
)My second thought is about the sloppy service. Wow - again. We are big RPC fans and repeat guests, too, and I noticed a difference in service and CMs, also. I know there have been management changes and many new CMs amoung other things that must be effecting the level of service. Please write a letter or email guest relations regarding the challenges you encountered. I know you spoke with a manager, but the higher ups need to know - and they most likely do not know any of the issues you had. It is so sad to see these changes taking place and read about the disappointments loyal customers are having.
I am going to gawk at your pictures now.
The siggy pic looks adorable and I was hoping to see it larger!!!!Lives4Disney
What a jerk.
How cool was that carriage ride?! Does the rest of your group love WDW? We (our small little family) are the only ones that love the place. Nobody else ever cares to go and we cannot talk them into it. Whatever. It looks like you had a beautiful day and everything looks so pretty - you inluded.
Your husband and you look so cute and happy & your kids are absolutely adorable. Hope the kids remember this special event.
) ITA that you need to contact some higher ups at the GF and voice your displeasure. That is unacceptable- especially the CM who smart mouthed you. He should be removed from that position immediately!!
The kids want to go to DL again, but still concerned about megacrowds. 
) no matter where we end up. We did HI a couple years ago during this time w/Easter and it was a ZOO. Maybe just low key like AZ and visit parents & friends. LOL - it was no "tot" that spewed at R & C
We used to always come for 2 wks the end of Jan!! I miss those days. We were absolutely spoiled by the nonexistant crowds. Now that my kids are older, we have to come with the masses during school breaks. At least we've been enough times where we've done it all pretty much and now like to enjoy the pools and other resort offerings. The good thing is the March weather is so gorgeous in FL. From your post, it sounds like I missed some of Lisa's pics....need to go back and check out that Mad Hatter bfast/cake thing.
