UPDATE! Complaints to/about DLR

[Sherry E]

as too knotts complaints i had a biggy 2 years ago and when i contacted the park 6 months after my vacation my complaint was handled as if it had just happened in our case they offered us comped tickets to visit the park again to see if perhaps our issues had indeed been addressed and you know what we used those comped tickets in april of this year and every issue we had was addressed and our trip to knotts was on par to the many times i went growing up, a much better exp. was had.... although i have never had an issue with DLR i would hope(although now hope seems slim after reading all of your posts) they too would make sure the same thing didnt happen again

I am very impressed with Knotts for handling your complaint that way, six months later. That is really good customer service. Kudos to them. See, it almost seems to me that they are working harder to please the customers because they have to compete hard with Disneyland, and everyone knows Disneyland basically has the majority of theme park guests in the palm of their hands. DLR, on the other hand, does not have to work hard to get in their guests' good graces because they KNOW we will be back - poopy water, haunted drawers, food poisoning, bad waitresses and all. We will always go back. But as long as places like Knotts and Universal and Sea World and Six Flags have to battle with DLR for the lion's share of park visitors/attendance, those parks will probably go above and beyond the call of duty to make a dissatisfied customer happy.

 

[Lostgirlz]

I don't want to seem like i'm taking sides, but I can understand them about why not say something to the front desk instead of waiting. I have to say that i'm the type who goes all out, and gives 110% to make it magical, and if there is an issue I have no problems bringing it up. I honestly can't see how you could deal with the sulfer smell yuck. I am very sorry your trip was not better as I can understand Disney is in no way a cheap trip, and you expect a certain standard when you stay at one of the DLR hotels. I hope you get to go during the Christmas holidays, and that it's filled with magic.

 

[JenDisneylandlver]

I'm sorry they gave you such a crappy response. For the prices they charge for those hotels that really should have been addressed better. I wouldn't have been happy with some food vouchers either.

I remember I got sick one time at a fast food place, the chicken in the middle of my sandwhich was RAW. Yeah, not good. All they said they'd offer me when I complained was another chicken sandwhich! Not that I was looking for some pay load or something, but that's the last thing I wanted was another chicken sandwhich!

 

[Sherry E]

I don't want to seem like i'm taking sides, but I can understand them about why not say something to the front desk instead of waiting. I have to say that i'm the type who goes all out, and gives 110% to make it magical, and if there is an issue I have no problems bringing it up. I honestly can't see how you could deal with the sulfer smell yuck. I am very sorry your trip was not better as I can understand Disney is in no way a cheap trip, and you expect a certain standard when you stay at one of the DLR hotels. I hope you get to go during the Christmas holidays, and that it's filled with magic.

What you are saying makes total sense, and I am kicking myself for not complaining while I was there. I guess I assumed they would handle it more in the way Knott's handled the PP's issue. I didn't realize it would be that big of an issue to contact DLR after returning home, because we were there for such a limited time and really didn't have the right opportunity/amount of time while we were there to complain and explain and then deal with whatever they were going to do to fix it. The sulfur-poo smell was not tolerable and we had to start rinsing after brushing our teeth with bottled water after a while!!

But that said, I will return. Unless DLR does something absolutely horrible to turn me off to them, I will be returning - high prices and all. (And now I know how they handle complaints, so I know I have to speak up while I am there.) In fact, I am not 100% sure yet, BUT it looks like if all goes well, by the end of next week, I may have a December trip in the works! I have to go and see the icicle/snow effects extended from the Castle down Main Street! And get a gingerbread cookie with Mouse ears!

 

[Sherry E]

I'm sorry they gave you such a crappy response. For the prices they charge for those hotels that really should have been addressed better. I wouldn't have been happy with some food vouchers either.

I remember I got sick one time at a fast food place, the chicken in the middle of my sandwhich was RAW. Yeah, not good. All they said they'd offer me when I complained was another chicken sandwhich! Not that I was looking for some pay load or something, but that's the last thing I wanted was another chicken sandwhich!

That is almost comical! Why offer you a carbon copy of the thing that just grossed you out the first time?! You mean they wouldn't even give you a refund for what you paid for the sandwich? Which place was this? That sounds like Jack in the Box kind of food (I have known other folks who ate there and got raw food)!

 

[Disney Dreams]

When we were at WDW we had a negative experience at the Yacht Club. We were tired. It was midnight. We were frustrated. However, we asked to speak with a manager on the spot.

There really wasn't anything specific that we wanted from her, except to maybe do whatever possible to make the remainder of our stay incident-free.

The night manager came, listened, apologized for less-than-Disney service that we received and offered us a credit to one of the on-site restaurants for lunch the next day.

It didn't take away the negative experience, but it was a kind (unnecessary) gesture. Had we complained after we got home, I really don't think there would have been an expectation for her to do much. Our visit has completed.

If my hotel room was so unacceptable that I had to use bottled water to brush my teeth, I know I would have been on the phone demanding a manager resolve the issue for health purposes. I understand that you didn't want to take time out from your visit at DLR, but you sound as if you DID want something to be done so perhaps that would have made you happier. I have to say (having some hotel management knowledge in my background), it is really difficult for them to offer you a credit after the fact as there is no way for them the confirm your concern was valid. Not saying it isn't, just that they can't confirm it at this point. You would be amazed at the number of people that write false complaints in hopes of getting free stuff!

I guess my attitude when getting less than satisfactory service is, if I don't tell them at the moment, they can't really fix my experience. I am the type that doesn't care about compensation for the negative experience, I want it turned into a positive experience at the time.

- Dreams

 

[Sherry E]

When we were at WDW we had a negative experience at the Yacht Club. We were tired. It was midnight. We were frustrated. However, we asked to speak with a manager on the spot.

There really wasn't anything specific that we wanted from her, except to maybe do whatever possible to make the remainder of our stay incident-free.

The night manager came, listened, apologized for less-than-Disney service that we received and offered us a credit to one of the on-site restaurants for lunch the next day.

It didn't take away the negative experience, but it was a kind (unnecessary) gesture. Had we complained after we got home, I really don't think there would have been an expectation for her to do much. Our visit has completed.

If my hotel room was so unacceptable that I had to use bottled water to brush my teeth, I know I would have been on the phone demanding a manager resolve the issue for health purposes. I understand that you didn't want to take time out from your visit at DLR, but you sound as if you DID want something to be done so perhaps that would have made you happier. I have to say (having some hotel management knowledge in my background), it is really difficult for them to offer you a credit after the fact as there is no way for them the confirm your concern was valid. Not saying it isn't, just that they can't confirm it at this point. You would be amazed at the number of people that write false complaints in hopes of getting free stuff!

I guess my attitude when getting less than satisfactory service is, if I don't tell them at the moment, they can't really fix my experience. I am the type that doesn't care about compensation for the negative experience, I want it turned into a positive experience at the time.

- Dreams

I appreciate your sharing your experiences. You handled your situaton your way and I handled it mine. And I am sorry, but I DO think DLR should comp the dissatisfied customer something for rooms that are not properly maintained or for food poisoning. Other non-Disney places do that after the guest has returned home - they should too. It is not like I said I was unhappy with the bedspread or something silly. It is not that I didn't want to take time out from our schedule - there just wasn't a good time to make the complaint. It would have inconvenienced us even more than we already were to deal with it right then. We had less than two full days in the parks and we had things scheduled back to back, so we couldn't waste any time. And again, the service I would expect from Disney would be similar to that of what Knott's did for the PP. I don't think that because Disney is Disney, they should offer any less than their competitors. And I hadn't thought to 'getting' anything from them while I was there. I didn't have the time to sit down and think much about any of it until I got home. We were not there for a week or even several days. We had limited time in which to deal with what we planned to do, let alone any unforseen occurrences. It was only after I returned home and started to think about it that I realized it would be good to complain. Then, the more I began to read posts from people about their experiences, I realized, Yes, Disney should be crediting back something to the unhappy guests. I didn't want the full amount that I paid. And as SOON as I complained, they could have marched right up to the room I was in and smelled the water (I am sure other guests mentioned it to them) and seen the drawer that wouldn't stay shut (which my friend bumped into) and known we were telling the truth. It should not matter that I was home when I made the complaint. However, now that I know this is how they handle things, if ever I should have a poorly maintained hotel room in the future that I paid hundreds (or thousands) of dollars for, I will let them know at once!

I am glad you received something for your bad Yacht Club experience - because you SHOULD receive something of a credit or free meal if you are unhappy. The customer is always right, as they say! But if you didn't have the time to bring it to their attention when you were there and instead brought it up two days later, I wouldn't think it should be disregarded. I wuld think you should still be comped for something if you were unhappy enough to complain in the first place!

 

[01spirit750]

Sherry
Thanks for the report. It started some great discussion and opened minded ideas on how issues can be addressed.

It definitely imparted some thoughts on how I would handle any future issues. Some of these come from my business minor negotiations class in college. These are only my views and everyone would have a different perspective.

My Successful negotiations:
1. Report your concerns immediately
2. Be fair but firm
3. Be specific about your expectations.
4. Talk to a person who is authorized to take action.
5. Request a fix for issues that are within their control << We had issues with noise at the Disneyland hotel from people leaving DtD at 1:30am. I didn't complain because I didn't feel this was within the hotel managers control.
6. Your objective dictate your results. << If you are unreasonable you won't be successful. If you don't request compensation you won't get compensation.
7. Be patient and calm

Ancedotal comment: If you get food poisoning, go back to the restaurant immediately. This might be difficult but if you are getting sick onsite they might be more apt to resolve the situation quickly.

 

[perlster]

Well, I guess a negotiations class might be useful, but certainly not for the issues I had. When your time has already been wasted, you're not going to "be patient" and let more of it be eaten up - and there's no way it can ever be "fixed".

 

[Disney Dreams]

In reply to Sherry's reply above:
We actually turned away the offer for the lunch repeatedly. We didn't want a lunch or any other type of compensation. We wanted the negative experience recognized and corrected. In the end we accepted the offer to end our vacation on a happy experience.

I personally don't believe Disney offers less than their competitors because they are Disney. I think they just have a different policy than Knott's.

Again, I am sorry you were not offered whatever type of correction you wanted beyond a letter, but I am not sure it was clear what you wanted exactly.

What I mean by this is, whenever I decide to complain to any establishment that has not delivered what I feel is acceptable service, I think it is important that I know what I would like in correction for the situation so that I can communicate that if asked. You said in a post further up in this thread

...These things were not serious enough to complain about on the spot because they were not going to ruin the whole trip for me, but I did want to let DLR know about my experiences, just so they can fix these issues for future guests....

I believe you have successfully done that. Well done.

However, it sounds as if maybe you also would like some compensation. (If I am incorrect about this, I apologize for mis-understanding your above reply to me.)

...Then, the more I began to read posts from people about their experiences, I realized, Yes, Disney should be crediting back something to the unhappy guests....

This is a very different expectation. Did you specifically tell Disney what you would like done? (i.e. Ask for compensation.)

I am in NO WAY saying you handled anything right or wrong. I am just sharing how I handle dis-satisfying experiences and asking what you asked for, since you seem unhappy to have not received anything beyond a reply.

If I want something specific, I ask for it.

- Dreams

 

[nunzia]

I have thoughts that go both ways on this. I was a restaurant manager in Las Vegas and you cannot believe the lengths people will go to so they can get comped. I will say that in all my restaurant years I have never seen a member of the kitchen staff do something disgusting to sent back food. I will say that it's very important to complain immediately and be sure you speak to a manager. Not that anyone here would do this, but it is not uncommon for people to make up/embellish after they get home and then write a complaint letter for freebies. The food poisoning issue is more serious, of course, but again should be handled as soon as you can with as many details as you can. I would often get people telling me they had food poisoning, and the way we dealt with that was to send the person to security to make a report. That way there could be a way to track if others had reported becoming ill. I know that we served thousands a day, and the isolated reports of illness led me to believe that many times the guest had overdone the heat/drinking/eating/partying atmosphere and it caught up with them. I'm not negating anyone, but other factors can certainly come into play. I got very ill my last trip shortly after eating at Blue Bayou..was it the Monte Cristo? the dessert? the heat? the pico di gallo from the breakfast burritio? (this was during the big salmonella thing later linked to chiles), or maybe I just got it from icky conditions on the train. Anyway, I was out for a whole afternoon, evening and next morning. I certainly think legitimate complaints should be comped if brought to the attention of a manager promptly. I think the food vouchers were a nice gesture.
Anyway, it's always upsetting when things don't work out, and I have noticed a downsliding of CM attitude overall. I do think a letter is appropriate pointing out experiences. I know that at the MGM these things were taken seriously and problems were addressed, so hopefully the managers will work on the problems.
I had a friend who wrote a lenghtly letter with several issues and got a very good one in return that was in no way canned. She took the time to write a letter and mail it and I think that is often better than email.

 

[WeLoveTheMouse]

My mom & I got food poisoning at Mama Melrose. We ate the same thing and both got sick at the very same time. Nobody else got sick after us and we were staying in a small value resort. If it had been a stomach virus, everybody would have caught it. We called to see if they could help us with medicine and to report the problem. We were transferred to a number that said someone would contact us about the problem but it would be at least 10 days before they could call us. About 2 weeks later, after we were home, we received a complaint form to fill out. We both filled ours out and sent it in. We received a letter stating that unless we had a stool sample, they were not responsible. It was very mean sounding like they were fussing at us for complaining. It is sad that because of lawsuits, they can't even say they are sorry that we were sick and hope that we come back.

 

[Sherry E]

My mom & I got food poisoning at Mama Melrose. We ate the same thing and both got sick at the very same time. Nobody else got sick after us and we were staying in a small value resort. If it had been a stomach virus, everybody would have caught it. We called to see if they could help us with medicine and to report the problem. We were transferred to a number that said someone would contact us about the problem but it would be at least 10 days before they could call us. About 2 weeks later, after we were home, we received a complaint form to fill out. We both filled ours out and sent it in. We received a letter stating that unless we had a stool sample, they were not responsible. It was very mean sounding like they were fussing at us for complaining. It is sad that because of lawsuits, they can't even say they are sorry that we were sick and hope that we come back.

A stool sample? More than two weeks later? Who in the world would be hanging onto that for more than two weeks? Yikes! That does sound very cold and unconcerned. I can't believe there was no offer to even comp the meal! The tough economy and the lawsuit-happy population have ruined it for decent people who get a raw deal!

 

[Sherry E]

Here is an Update to the Update - Just now, this very minute, I received another e-mail from the lady in Guest Communications who told me to mail in my Carnation Cafe receipt for "consideration" of food vouchers. She is suggesting I call her to "bring closure" to the matter. So, I guess if I do call her back (and I don't know if I will because I already mailed in my food receipt with a note to her today), I will politely state what - if anything - I would like in return. I agree, it is tough for them because there probably are so many nutjobs who make up complaints and say all kinds of false things just to get free stuff, so it ruins it for people with legitimate complaints. The difference here is, the PPH could easily go into room 513, where I was, and see the problems for themselves, so they would know I didn't make it up.

Initially, when I first e-mailed them, I did not 'want' anything other than to pass on the info. But I guess I assumed that they would automatically offer some kind of credit - $50 or something - after hearing other people's stories, and then I began to think they should do something and that I would ask for it. So I notice the more clear I am with my statements to them, the more willing they seem to be to "bring closure."

Anyway, I, too, have dealt with customers who complain just to get free stuff. I worked as an administrative assistant at a typing service for 14 years and most of what I did in the last few years of my time there was type and proofread for people. I helped people put together documents that were grammatically correct and were spelled correctly and that sort of thing. I typed a resume for a guy - some guy who was very full of himself because he was a club promoter or something - and the resume was perfect. I followed the format he wanted. I added his updated information. I made sure everything was spelled correctly. I tried to fit it all onto one page, but it just wouldn't work, no matter what I did. It was going to be two pages. But it looked great. I am very thorough and detailed and take pride in my work and how it helps/represents the client. There was not a single thing wrong with the way I put together this guy's resume. And most of my clients - in the office and freelance, at home - are thrilled with my work. Complaints are few and far between. However, when he came in to look at what I typed for him, he snarled, "This is unacceptable! This is not professional. I can't use this. I am not paying for it." He acted as though the whole thing was chock full of errors, which it most certainly was not. Meanwhile, he couldn't specify or point out one thing about it that was bad or "unprofessional." He couldn't cite anything wrong with it, other than to just say there was no way he could use it! My boss looked at it and agreed it was fine. And guess what? The disgruntled client took the resume which was so unprofessional looking and left our office. Now, if he really had not liked my work, do you think he would have walked off with the resume? No. He would have demanded that I do something to change it or he would have left it in the office with us. But he took it after he complained about it. That's because he secretly liked the resume and he COULD use it - but the creep did not want to pay for it. So he scammed us with a phony complaint, and we never saw him again! What a jerk!

So it is people like that guy who ruin it for honest, upstanding people who make complaints about legitimate issues!!!

 

[PrincessSitka]

I haven't but I sure wish I did, kudos to you for doing so!

I'm not much of a complainer unless things get really bad. Once I flip the switch , Mr. Hyde appears and it is hard for me to revert back. I suggest to anyone that has a problem with food to never return it for something else, just return it and have them wipe it off your bill. Cooks don't like there food sent back and usually tend to add a few special ingredients if that is the case (this applies everywhere and not just Disneyland).

Well anyway, my problem wasn't with the food and for the record I have always had a fabulous time at Disneyland except for this one instance.

I reserved a table for 2 (waterside) at the Blue Bayou 2 months in advance and let them know I was going to be celebrating a special occasion. I was well aware that even though you make reservations or "priority seating" it is possible you may still have a wait for your table (up to an hour). We arrived half an hour early and I explained I had a waterside reservation for 2. I was told it would could be an hour wait but that I couldn't leave and had to stay in the reservation area. This bothered me but I dealt with the situation and killed valuable park time sitting.

Forty five minutes later my table was ready and steam shot out my ears as the hostess sat me at a table that was farthest from the water as possible. I told her this was unacceptable and I demanded a waterside table. The other person I was with of course didn't want me to turn into "Instant ******" and tried to convince me to stay at the table and order. I tried for about 10 minutes but I was so darn agitated I went back up to the hostess and told her I wanted a waterside table and pointed to the exact area I wanted to sit and I didn't care how long the wait was.

Another hour goes by and I'm finally seated for the second time. Although this seat was "technically" by the water because we were next to the Iron Gate, I was tucked into the corner of the restaurant and couldn't throw my fork at one of the boats if I tried.

The rest of the story goes downhill from there, my night was ruined and I'm still $%*& PO'd to this day. You see since I was a young lad I always wanted to eat there but my parents said they couldn't afford it. Now, as a financially successfully man the price was furthest from my mind. I was going to ask a certain question to a particular person at what I thought was a very special place and it was all ruined. I never did pop it either.

I was so bothered by the incident I couldn't even think of calling or email Disneyland for months and I surely didn't want anything in return because the damage was already done no Disney pin or free pass could change that.

Sorry for the rant but reading your post was like salt in the would all over again and just felt like I had to share my story.

Thanks

What a sad story.
I am sorry that happened to you.

 

[reynmagsmom]

with my exp. with knotts when i said biggy i meant biggy i sat on my complaint for 6 months because i had no intention of ever going there again until someone encouraged to send an email in the hopes that someone else never had the same thing happen(it was my son being treated badly and insensitivity to his disability he is deaf and has cerebral palsy as well as being autistic) i was sick with the way we were treated enough that it brought me to tears and i am NOT one who cries all that much) so i had no intention of ever complaining and of course never going back....but i think their response was justified and i think with disney being a much bigger entity than knotts they should do as much if not more to ensure we all have amazing trips it is all about customer service... i do agree however that had my water smelled like poo i would have called the front desk at once and made sure they handled it quickly as when u are on vacation you dont want to hang around your hotel room, but even if you dont complain till after you are home there should still be some sort of reassurance that they will work on it never happening again but a form letter doesnt do that it should be more directed at the complaint at hand and not lumping everything into one generic response..... the manager that conversed with me thru email at knotts was exactly what a park manager should be, willing to make sure that the customer sees that the problem was looked into and taken care of even if he hadnt offered comped tickets we may have tried again just to see but those tickets made the decision much easier... i know i rambled a bit... i tend to do that..... i just think we should all expect the same care be taken with our concerns whether it happened today or 6 months ago i know my exp with the park maganer at knotts restored my faith in that park and when we come back to california it will once again be in out plans i hope to never have to complain about DLR but if i ever have to ide hope for the same level of customer service that knotts gave me...
All done

 

[Sherry E]

with my exp. with knotts when i said biggy i meant biggy i sat on my complaint for 6 months because i had no intention of ever going there again until someone encouraged to send an email in the hopes that someone else never had the same thing happen(it was my son being treated badly and insensitivity to his disability he is deaf and has cerebral palsy as well as being autistic) i was sick with the way we were treated enough that it brought me to tears and i am NOT one who cries all that much) so i had no intention of ever complaining and of course never going back....but i think their response was justified and i think with disney being a much bigger entity than knotts they should do as much if not more to ensure we all have amazing trips it is all about customer service... i do agree however that had my water smelled like poo i would have called the front desk at once and made sure they handled it quickly as when u are on vacation you dont want to hang around your hotel room, but even if you dont complain till after you are home there should still be some sort of reassurance that they will work on it never happening again but a form letter doesnt do that it should be more directed at the complaint at hand and not lumping everything into one generic response..... the manager that conversed with me thru email at knotts was exactly what a park manager should be, willing to make sure that the customer sees that the problem was looked into and taken care of even if he hadnt offered comped tickets we may have tried again just to see but those tickets made the decision much easier... i know i rambled a bit... i tend to do that..... i just think we should all expect the same care be taken with our concerns whether it happened today or 6 months ago i know my exp with the park maganer at knotts restored my faith in that park and when we come back to california it will once again be in out plans i hope to never have to complain about DLR but if i ever have to ide hope for the same level of customer service that knotts gave me...
All done

I agree with you 100%! I consider myself fortunate that in 35-36 years of going to DLR, I have only had to complain this one time. I do think they are starting to slack off a little in the customer service area based on what other people have said, but overall, Disney runs a pretty tight ship. However, when people have an unsatisfactory time and it is a vaid complaint, DLR should be a little more concerned. They charge a lot of money for their hotels and they are slipping in maintenance of the rooms - even in the GCH, which costs a fortune to stay in. I guess if the maids and housekeeping staff and plumbers and all that are not being paid enough or getting the benefits they want, maybe they don't go as good a job for Disney as they once did! Weren't there workers picketing a few months back outside of the PPH? That should have told me not to stay there!!!

I am so sorry that your son was treated badly at Knott's. I cannot imagine what could have happened that had you crying, but that makes me sad for you and your son because I suspect you and he were really looking forward to that Knott's trip. I am glad they stepped up to the plate and paid attention to your complaint and tried to make it right with you. And as long as you were happy with their response, then I am happy for you! I hope that your son had a much better time on the next trip (you said that the issues had been dealt with?)!!!

 

[wmp.dll]

How about a No-Bag Line at the entrances? Hate being stuck behind all these people with huge diaper bags. I have no bags, let me through please.

 

[reynmagsmom]

yes sherry they were dealt with and was a much better time had by all of us..it was just a lack of sensitivity and outright malice toward him and us and one employee even had the audacity to ask me why i chose to bring my disabled son to a theme park i was appalled at that and disgusted...(he loves thrill rides) i just know that we are not all out for a freebie..and yes i also know there are some who are but when i pay that much money to escape from the real world i expect a certain level of service and i dont think any of should expect anything less than that!!!!! i hope they are able to help you in some way to make up for the lack of service you recieved

 

[Disney Dreams]

How about a No-Bag Line at the entrances? Hate being stuck behind all these people with huge diaper bags. I have no bags, let me through please.

There often is one.

...one employee even had the audacity to ask me why i chose to bring my disabled son to a theme park...

Wow! How about, because it's fun!