Total Nightmare @ Disney

[nytimez]

I don't know. I figure that if people post for information that could be easily obtained by Googling, that they want the attention that the question draws. Especially when it is only their 3rd post on the site.

It seems like half the posts on this site are for info that could be obtained by googling.

 

[KellyNY]

It's also true that one person's "nightmare trip" is another person's "no problem." People go in with different expectations, *** different things trigger disappointment in all of us.

But regardless of why someone is upset, if it truly matters to them, then they do need to let Disney know.

For those upthread who did not get the responses they desired, it can be helpful to let Disney know that you expect a call back, or a detailed response, or compensation or ... whatever. Lots of people sign off with, "I wanted you to know that this happened. Thank you!" *** never ask for a response. Disney's daily volume of mail makes it impossible for them to reply to everyone, so specifically ASKING for a response will definitely up your chances of getting one.

***, as someone also mentioned upthread, the absolute best time to address any issues is while you're at Disney. If the ten-day trip was truly a ten-day nightmare, I'm hoping that the OP didn't wait until returning to address everything. Details fade, emotion takes over, *** something that could have been dealt with quickly, easily *** to the Guest's satisfaction if done immediately can take on a life of its own when addressed weeks later. Not to mention that, upon return home, things that didn't bother you at all at the time tend to get pulled into the "post-trip vent", *** Disney starts getting blamed for all sorts of stuff that didn't really go wrong.

From your knowledge, since you are CM, does anyone pay attention to comments in survey. I experienced a lazy mousekeeper last trip but only for 2 first days, then she changed to someone else. I never complained, it was not worth going all the way to front desk in CBR, I do not need respond nor compensation of any kind, just want to let them know of situation. So I was going to mention it in my survey. What do you think about it?
Thanks.

 

[MickeyMinnieMom]

From your knowledge, since you are CM, does anyone pay attention to comments in survey. I experienced a lazy mousekeeper last trip but only for 2 first days, then she changed to someone else. I never complained, it was not worth going all the way to custome house in CBR, I do not need respond nor compensation of any kind, just want to let them know of situation. So I was going to mention it in my survey. What do you think about it?
Thanks.

For minor stuff like this, I include in a survey as well (or sometimes omit altogether since it's so minor IMO). I can't think of any company that solicits more feedback of this type than Disney -- it would be odd if they didn't use it. My impression after studying the company in depth for a business school class is that they do use this feedback to both improve service where needed and of course to target new offerings (whether or not they provide a specific response to the person submitting the feedback). It's such a large operation, though... they have to be looking for a certain volume of complaints before triggering much response...

 

[sjs314]

Well since the OP didn't tell about the nightmare they had, I can tell about mine that happened over 10 years ago...

We had a rental car that got broken into and EVERYTHING we had got stolen.

My wife (GF at the time) and I along with another couple were visiting friends that were staying on property(All Star). We drove from Sarasota, FL. and arrived at WDW in the evening. We decided to go straight out and wanted to do something fun, so we decided to go play mini golf. Man what a dump that was.

So we parked, went to play, and got back to the car. We didn't notice until we got back to the hotel. We opened up the trunk and bamn. Nothing was there. We started checking for signs and sure enough, there was a drillhole in the keyhole of the passenger's side door. We immediately felt like absolute crap.

The took all our clothes, backpacks, pillows/blankets, DVD's, CD's, mini DVD player, glasses, a cellphone, etc. Everything we had in the trunk was gone... and we had everything we brought in the trunk. that's why we didn't notice right away.

We felt totally violated. We called the police, Disney didn't want any part of it. they did nothing for us and said there were no cameras where we were. It totally ruined our trip.

We didn't go back to Disney for 2 years and the next time we went I still had a sour taste in my mouth. What a bad trip.

Oh how awful!

 

[dburg30]

I would not post why either..unless you ant to be flamed AND be blamed..

I would suggest not posting the details unless you want to be flamed. However, I'm curious too.

I'm one that will point out the other side and make sure the poster looks back to make sure it was what they described. If it's flaming, so be it, to me it's the 'other side of the coin' My .02 is worth as much as the next persons.


EDIT to add just this line: THANK you to the OP for at least getting an address to send your complaints to if this was a real post. My biggest thing is when people come here to complain but havent even mentioned it to WDW!!!

Um people it's a troll........

I don't know. I figure that if people post for information that could be easily obtained by Googling, that they want the attention that the question draws. Especially when it is only their 3rd post on the site.

Was my thought also. only the 3rd post, but they did join 'all the way' back in july it could have just been a lurker.. who knows will get closed anyway.

 

[allflgirl]

Well since the OP didn't tell about the nightmare they had, I can tell about mine that happened over 10 years ago...

We had a rental car that got broken into and EVERYTHING we had got stolen.

My wife (GF at the time) and I along with another couple were visiting friends that were staying on property(All Star). We drove from Sarasota, FL. and arrived at WDW in the evening. We decided to go straight out and wanted to do something fun, so we decided to go play mini golf. Man what a dump that was.

So we parked, went to play, and got back to the car. We didn't notice until we got back to the hotel. We opened up the trunk and bamn. Nothing was there. We started checking for signs and sure enough, there was a drillhole in the keyhole of the passenger's side door. We immediately felt like absolute crap.

The took all our clothes, backpacks, pillows/blankets, DVD's, CD's, mini DVD player, glasses, a cellphone, etc. Everything we had in the trunk was gone... and we had everything we brought in the trunk. that's why we didn't notice right away.

We felt totally violated. We called the police, Disney didn't want any part of it. they did nothing for us and said there were no cameras where we were. It totally ruined our trip.

We didn't go back to Disney for 2 years and the next time we went I still had a sour taste in my mouth. What a bad trip.

Ugh! Sorry to hear about this. I had a similar thing happen to me at Disney's OKW property. I always lock my car doors (even after I get in and drive off) but my husband was getting things out of the car for me and must have forgotten to lock the car door. We'll next day, I went to open the car, finding that the door was unlock and low and behold a gift that I had left in the car was taken. I get it that it was MY fault in the first place for leaving the car door open but I felt totally violated. I filed a complaint with Disney and was told that theft was common place at the resorts and that was that. Lesson learned the hard way. The gift was for my sister-in-law and I felt so embarrassed, as I had told her that I had purchased an extra special gift for her while in Alaska a few months earlier. As I said, lesson learned and learned the hard way. That trip totally blew!!!!!!!

 

[zackiedawg]

OK...I guess I could share one of my few nightmare stories from Disney:

One trip went very badly...first, the entire trip I never got a towel animal, someone in an electric cart ran into my foot, I had to walk through a smoking spot and couldn't breathe, someone cut in line on a ride way up in front of me, someone tried to hold a spot on the ropes for the parade, I got something from the counter service that wasn't up to Michelin guide standards, some people near me weren't wearing deodorant, a ride was closed for refurb that I wanted to go on, there were some screaming kids not being controlled by their parents. It was crazy!

 

[WDSearcher]

From your knowledge, since you are CM, does anyone pay attention to comments in survey. I experienced a lazy mousekeeper last trip but only for 2 first days, then she changed to someone else. I never complained, it was not worth going all the way to custome house in CBR, I do not need respond nor compensation of any kind, just want to let them know of situation. So I was going to mention it in my survey. What do you think about it?
Thanks.

If you're responding to it in the section of the survey that asks for specific comments, then yes. By all means. However, be sure to be as specific as you can about where, what dates, what building, etc. If you just say, "I had a lazy mousekeeper during my trip", that doesn't help. If you say, "I had an unsatisfactory mousekeeper on April 3-4 in Building X, room Y at ABC Resort. The mousekeeper was replaced on April 5 and everything was great after that" -- THAT helps Disney identify the problem, the person, the manager and to do whatever coaching is needed to fix it. Disney will collect and categorize these responses, and send them -- good and bad -- to the appropriate areas for further action.

If the survey is simply a "yes" or "no" -- as in, "Was Mousekeeping satisfactory during your stay?" -- then it's more of a crap shoot. Your answer will get averaged in to many others and it may not change anything. In that case, though, I'd suggest that you answer "no", even if, overall, it was okay. There were days where it was unsatisfactory, and answering "no" to a general question like that will up that percentage in the average and perhaps be a tipping point for someone noticing that the percentage is higher than they'd anticipated.

Is that helpful at all??

 

[kimis]

I sent an e-mail and received a call back too. E-mail seems to work pretty well.

I have been to WDW and DL too many times to count and only one negative expierence. It was a meal at Goofys Kitchen @DL. I immediately sent an email and the sitution was handled very fast. If you go to disneys web site they have a contact button. Sorry you had a bad time.

 

[Suellen]

OK...I guess I could share one of my few nightmare stories from Disney:

One trip went very badly...first, the entire trip I never got a towel animal, someone in an electric cart ran into my foot, I had to walk through a smoking spot and couldn't breathe, someone cut in line on a ride way up in front of me, someone tried to hold a spot on the ropes for the parade, I got something from the counter service that wasn't up to Michelin guide standards, some people near me weren't wearing deodorant, a ride was closed for refurb that I wanted to go on, there were some screaming kids not being controlled by their parents. It was crazy!

Routine stuff. The big question is: did those screaming uncontrolled kids blow bubbles in your face while the parents were busy filling their mugs from 10 years ago at the pool refill station at Animal Kingdom pool even though they were staying Pop? I mean.... if that happened... then I can see where you are coming from.

 

[n2mm]

I will just read and not reply. I will just read and not reply. I will just read and not reply. I will just read and not reply. I will just read and not reply.

I suspect OP will not be back with details. Just a hunch though.

We share the same hunch. Considering this is the OP's third post and with his green light on, they are obviously enjoying watching this thread and the comments. I say "troll". No one starts out with a thread like this when just joining the boards. Moving on, nothing to see here.

 

[KellyNY]

If you're responding to it in the section of the survey that asks for specific comments, then yes. By all means. However, be sure to be as specific as you can about where, what dates, what building, etc. If you just say, "I had a lazy mousekeeper during my trip", that doesn't help. If you say, "I had an unsatisfactory mousekeeper on April 3-4 in Building X, room Y at ABC Resort. The mousekeeper was replaced on April 5 and everything was great after that" -- THAT helps Disney identify the problem, the person, the manager and to do whatever coaching is needed to fix it. Disney will collect and categorize these responses, and send them -- good and bad -- to the appropriate areas for further action.

If the survey is simply a "yes" or "no" -- as in, "Was Mousekeeping satisfactory during your stay?" -- then it's more of a crap shoot. Your answer will get averaged in to many others and it may not change anything. In that case, though, I'd suggest that you answer "no", even if, overall, it was okay. There were days where it was unsatisfactory, and answering "no" to a general question like that will up that percentage in the average and perhaps be a tipping point for someone noticing that the percentage is higher than they'd anticipated.

Is that helpful at all??

Yes, it is very helpful, thank you. I do not know name of mousekeeper since name on the card never changed even so I know I had at least 3 different ladies, I saw them, but I will include date, building and room number with description of the problem. I also can describe this particular mousekeeper since I saw her but I do not think it is a good adea, more then one person can fall into same describtion. Thanks.

 

[POOHsie]

We had a rental car that got broken into and EVERYTHING we had got stolen ... We felt totally violated. We called the police, Disney didn't want any part of it. they did nothing for us and said there were no cameras where we were. It totally ruined our trip.

I am sorry for your loss. It is an old story in the State of Florida, not just Disney. I lived in Miami and Fort Lauderdale areas for 25 years. Being a tourist area, there were always crimes like that going on. Crimes of opportunity. Disney has a land size in Florida that is twice the size of Manhattan. Disney can't possibly patrol and photograph it all. In Florida, many thieves make their living breaking into rental cars because it's a fast way to gain a treasure trove of goodies that can be sold at flea markets or pawn shops.

In Florida, be prepared to have your stuff stolen, if left unguarded. Be realistic about who ruined your trip. It wasn't Disney -- Blame the thieves!

 

[chartle]

Um people it's a troll........

Don't think so, just someone who has a life and doesn't live on this board like I do.

To the OP I see that you are logged in as I type this, please don't read anything more into my post than me thinking you are NOT a troll, just someone who doesn't post a lot.

 

[wgibsonii]

I guess i should have just googled the questions.... but here are a few details of what took place...

10 nights 9/2 All Star Sports

Arrived 9/2 @10pm

Room temp was 83 and it seems the AC was not working.... call and said they will send someone out... midnight came and no one arrived... call them back to have someone come out in the morning because i need to get 2 tear old son to sleep....

called the next morning -- said they would send someone out... heading out to pickup some items we forgot and came back to the room about 5 hours later... room temp now at 87.... called and they said someone would be right out.... called front desk asked for manager... she said she will work on it as well.... 2 hours went by and no one shows up.... headed to the front desk to speak with the manager --- she said someone is just minutes away and she would call the room in 30 mins to see if everything was taken care of.... 1.5 hours later i head back to the desk -- no one had showed up.... and it was now 89 in the room and i insisted she come to the room... she enters the room and says "o my.... it is very hot in here" only just then someone arrived... she stays behind... -- The Filter of the AC unit had about 5 inches of dust and the motor was clogged with dust.... they had to replace the motor and things were solved.....

With the temp coming down in the room ---we headed to MK.... to our surprise they did not add our tickets on our room at check-in..... so here we are with a 2 year old crying at the gates because we wanted it and we had no tickets.... customer relations could not assist -- they called the all star and we were told we had to head back to the resort to have it fixed.....

They fixed that issue -- we heading back to the room only to find out the the room keys did not work...... heading back to the front desk....

After we got that fixed we heading back to the park -- tickets worked --- but they never added the meal plan on out tickets.... you would have thought they would have looked at that after the tickets were not placed on the card.....

I called the manager from my cell phone with still in the park ---- I wanted her to fix everything ----- she called me back 10 mins later and said she wanted to fix everything much better for us and they had a 2 bedroom villa for us at SSR.....

She said they wanted to make this a good time and nice villa.... she said she knew they messed up several time over and wanted to make it right....

So -- Why i wanted the address was to try and inform management what took place on our vacation and have it and use it as a case study.

We will be back -- been several time --- Just not at the All Star Sports

But i guess you get what you pay for

 

[MickeyMinnieMom]

Disney has a land size in Florida that is twice the size of Manhattan. Disney can't possibly patrol and photograph it all. In Florida, many thieves make their living breaking into rental cars because it's a fast way to gain a treasure trove of goodies that can be sold at flea markets or pawn shops.

I believe it's the policy of any hotel I've stayed in that they are not responsible for items left in the parking lot. I remember one in Manhattan that expressly stated that you were not allowed to leave your belongings in your car if being parked in their lot - they required you to leave items with Bell Services. Probably helps them stave off complaints made in their direction that only fine print stating they're not responsible doesn't.

 

[IMGONNABE40!]

OK...I guess I could share one of my few nightmare stories from Disney:

One trip went very badly...first, the entire trip I never got a towel animal, someone in an electric cart ran into my foot, I had to walk through a smoking spot and couldn't breathe, someone cut in line on a ride way up in front of me, someone tried to hold a spot on the ropes for the parade, I got something from the counter service that wasn't up to Michelin guide standards, some people near me weren't wearing deodorant, a ride was closed for refurb that I wanted to go on, there were some screaming kids not being controlled by their parents. It was crazy!

Gosh, this sounds like every trip I have ever been on! And, they have all been wonderful trips! I know you said this as a joke, but it is good to check where our focus is. One of the most liberating statements to internalize is "so what?!"

 

[IMGONNABE40!]

Glad OP came back to share her experience. Sounds like first couple of days at ASSp were nightmarish--especially with those temps!!! Glad they recognized what they had put you through and hopefully you enjoyed your time at SSR with no problems with the rest of your trip!

 

[calmpets]

I guess i should have just googled the questions.... but here are a few details of what took place...

10 nights 9/2 All Star Sports

Arrived 9/2 @10pm

Room temp was 83 and it seems the AC was not working.... call and said they will send someone out... midnight came and no one arrived... call them back to have someone come out in the morning because i need to get 2 tear old son to sleep....

called the next morning -- said they would send someone out... heading out to pickup some items we forgot and came back to the room about 5 hours later... room temp now at 87.... called and they said someone would be right out.... called front desk asked for manager... she said she will work on it as well.... 2 hours went by and no one shows up.... headed to the front desk to speak with the manager --- she said someone is just minutes away and she would call the room in 30 mins to see if everything was taken care of.... 1.5 hours later i head back to the desk -- no one had showed up.... and it was now 89 in the room and i insisted she come to the room... she enters the room and says "o my.... it is very hot in here" only just then someone arrived... she stays behind... -- The Filter of the AC unit had about 5 inches of dust and the motor was clogged with dust.... they had to replace the motor and things were solved.....

With the temp coming down in the room ---we headed to MK.... to our surprise they did not add our tickets on our room at check-in..... so here we are with a 2 year old crying at the gates because we wanted it and we had no tickets.... customer relations could not assist -- they called the all star and we were told we had to head back to the resort to have it fixed.....

They fixed that issue -- we heading back to the room only to find out the the room keys did not work...... heading back to the front desk....

After we got that fixed we heading back to the park -- tickets worked --- but they never added the meal plan on out tickets.... you would have thought they would have looked at that after the tickets were not placed on the card.....

I called the manager from my cell phone with still in the park ---- I wanted her to fix everything ----- she called me back 10 mins later and said she wanted to fix everything much better for us and they had a 2 bedroom villa for us at SSR.....

She said they wanted to make this a good time and nice villa.... she said she knew they messed up several time over and wanted to make it right....

So -- Why i wanted the address was to try and inform management what took place on our vacation and have it and use it as a case study.

We will be back -- been several time --- Just not at the All Star Sports

But i guess you get what you pay for

You're right - that's an unacceptable series of issues. How was the villa? I stayed in a two bedroom there years ago when it was the Disney Institute, and it was beautiful!!!

 

[zackiedawg]

IRoom temp was 83 and it seems the AC was not working....

Thanks for describing the nightmare...sorry we all just got on a little tangent while waiting for more info.

And you pretty much have my sympathy on the very first sentence - no more description even needed for me - no AC in Florida heat = extremely nightmarish situation!

Sorry to hear - glad to hear though that someone eventually felt they needed to make something up to you and gave you a 2-bedroom villa (sweet accomodations!). Too bad it took all those days of pain to get there though.

Sharing the issues with Disney I think is valid in this case, even if it doesn't get you anything more. I'd definitely include the information that eventually someone offered you different accomodations, just so you offer the good and the bad.

Best of luck!

Routine stuff. The big question is: did those screaming uncontrolled kids blow bubbles in your face while the parents were busy filling their mugs from 10 years ago at the pool refill station at Animal Kingdom pool even though they were staying Pop? I mean.... if that happened... then I can see where you are coming from.

Indeed - actually, it wasn't bubbles...the kids were spraying their misting fans while the parents filled their 10-year-old mugs...and it wasn't at AK, it was at Stormalong Bay and they were staying at AllStar Music. Incidentally, I was also asked to leave Stormalong Bay which peeved me - I was staying at Pop Century and wanted to stay at that pool. And I couldn't get a res at Le Cellier that trip either.

Gosh, this sounds like every trip I have ever been on! And, they have all been wonderful trips! I know you said this as a joke, but it is good to check where our focus is. One of the most liberating statements to internalize is "so what?!"

Yeah...definitely from a joking place. I'm pretty much a Pooh bear philosophically and in approach to almost anything in life - I always enjoy myself, with, without, or despite other people...life is fun, and I enjoy every bit of it - not much cause to complain for me. Though no AC would certainly rattle my zen a bit!