UPDATE! Complaints to/about DLR

[Sherry E]

I am just curious if anyone has maybe had a minor issue with their DLR hotel room or maybe had a negative experience in the parks, and then contacted DLR after they got home? And if so, what was the response? Did DLR call you or send a letter?

I had a few small problems with my PPH hotel stay/room last weekend (the link to my trip report with details is in my signature below) and a less than favorable time at Carnation Cafe for the first time ever. 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 went onto the DLR webite and clicked the Contact Us tab, then Comments About Recent Disneyland Visit, and sent a detailed e-mail that way. I would have preferred to call and actually talk to someone, but the CM I spoke to when I called the Reservations number said the best way is to e-mail because they handle e-mails faster than regular mail. She didn't offer a phone number to call, so I imagine they discourge that.

So has anyone had to complain after getting home? If so, how was it handled by Disney? Did they send the generic, "We regret that your trip was not as planned...we strive to provide the best service..." letter via e-mail or snail mail, or did someone actually make a phone call to you to get further details? I am not really expecting anything but I have never had to 'complain' (and that seems like a harsh word) to DLR for any reason until this year, and I am curious to know if they bend over backwards to try to make it up to you somehow or if they just say, basically, "Thanks for letting us know," and that is the end of it.

I am eager to hear your experiences!

 

[audrabolster]

Once I had a just awful experience at cafe orleans. It was during the offseason (february maybe?) We were 1 of only 3 parties on the entire patio. Once we were seated, it took almost 15 minutes for the server to come out. When she did, she was very short, not friendly at all. Drink refills were almost impossible to get as she came out to deliver our meal, and that was the last we saw of her until she brought out the check. All this time, she was right inside (we were seated near the doors) talking with 3 other cast members! I had to stop one of the guys cleaning a nearby table to try and get a refill. I hate having to ask stuff like that, because I shouldn't have to! Especially since there were so few other patrons there.

To make matters worse, we ordered the monte cristo and I have never felt that ill after eating something in my life. We ended up leaving the parks early. Even though we're locals and we can go whenever we want, it was a bummer on our date night.

The next day I sent in an email, and it took almost a week, but I recieved an email back from one of the higher up food services people. They wanted me to call so they could make things right. I didn't really want anything, I just wanted my complaint to be heard, which it was, so I never called.

 

[dr&momto2boys]

Interested to hear others responses. Overall we had a fabulous trip, but found the service at several of the sit-down restaurants really lacking. I don't want anything from them, but just think they should be trying to improve. Also the CMs at many stores are misinformed/uninformed about the DVC discount which is annoying and should be addressed. I wonder if it's worth my time to complain?

 

[Disney_On_Acid]

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

 

[dr&momto2boys]

Wow! That's what just happened to us-with less intensity. We had a PS for Blue Bayou. We checked in and they didn't seem to have our PS but graciously took our name. I asked for a waterside table. They said it would be 20-30 minutes longer which isn't bad. I said okay. We waited (with a 2yr old and a 3yr old.) They called us and gave us a regular table far from the water--I explained we had been waiting for waterside. They said CM didn't write it down and it would be 45 minutes longer. I said no, please talk to someone. They sort of did. 25-30minutes later we were sat by the gate You really couldn't see the boats go by any better than you could from the farthest back table in the restaurant. Then our waiter wasn't very good either. He brought the wrong sides with my order and couldn't even manage to refill my water. Overall a disappointing experience. At least it wasn't really built up in my mind. The food was good. The service was rotten.

 

[Sherry E]

Once I had a just awful experience at cafe orleans. It was during the offseason (february maybe?) We were 1 of only 3 parties on the entire patio. Once we were seated, it took almost 15 minutes for the server to come out. When she did, she was very short, not friendly at all. Drink refills were almost impossible to get as she came out to deliver our meal, and that was the last we saw of her until she brought out the check. All this time, she was right inside (we were seated near the doors) talking with 3 other cast members! I had to stop one of the guys cleaning a nearby table to try and get a refill. I hate having to ask stuff like that, because I shouldn't have to! Especially since there were so few other patrons there.

To make matters worse, we ordered the monte cristo and I have never felt that ill after eating something in my life. We ended up leaving the parks early. Even though we're locals and we can go whenever we want, it was a bummer on our date night.

The next day I sent in an email, and it took almost a week, but I recieved an email back from one of the higher up food services people. They wanted me to call so they could make things right. I didn't really want anything, I just wanted my complaint to be heard, which it was, so I never called.

You are absolutely right, Audra - you shouldn't have to ask for refills or for good service when there is hardly anyone else in the restaurant!! That is crazy! Whether you have AP's and can go any time of year or only go once every five years, you should get the usual exemplary service that DLR is known for! We found that most places were very generous with the refills (even if the drink wasn't that good, like in the case of my lemonade at ESPN Zone), and would come by any time I took a sip, but this waitress at Carnation was just kind of spacing out and unconcerned all around. And when I thought about it, I think she was the same one who served us breakfast last December, and she wasn't on the ball then, either!...That is terrible you got sick from the sandwich. I imagine DLR takes food poisoning or health issues very seriously, and I wonder what they would have said or offered if you had called them back!!

Interested to hear others responses. Overall we had a fabulous trip, but found the service at several of the sit-down restaurants really lacking. I don't want anything from them, but just think they should be trying to improve. Also the CMs at many stores are misinformed/uninformed about the DVC discount which is annoying and should be addressed. I wonder if it's worth my time to complain?

Did you just finish your trip? Was it you who was doing the whole Northern California thing, then down to San Diego and breakfast with Shamu, and then to DLR and a stay in the GCH, or am I thinking of someone else entirely? (My brain is getting fuzzy...age setting in...) I didn't realize your trip was this soon! Did you do a trip report? It can't hurt to let DLR know about anything they need to improve upon. Their customer service usually far surpasses any service from non-Disney places, so I am sure they slip every now and again. They are held to such a high standard. I almost felt guilty having to e-mail them this time but the PPH issues were worth mentioning, and they should make sure that waitress at Carnation gets her act together! The CM's should have all of their facts straight about the DVC discounts and all the discounts because, in this terrible economy, many guests are going to be relying on those discounts to go to DLR in the first place. Even if you never speak to anyone at DLR, sending the e-mail through the Contact Us section of the website like I did can't be bad! It will at least bring to their attention that they need to make sure all the CM's are informed about DVC points and other discounts!

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

I had a similar Blue Bayou experience last weekend (read my trip report; the link is in my signature). We also ended up at the farthest possible table from the water but still waited an hour to be seated. And the hostess (not the waitress) had a tiny bit of an attitude, and yet I THINK she may have seated some folks she liked ahead of other folks. I could be wrong. I think that is a place that actually might fare better if they had REAL reservations and not just PS's. They overbook, and we are all crammed into that waiting room like sardines for too long. I also am VERY skittish about complaining while in a restaurant, even a Disney one, because I don't want the "special ingredients" added to my food!! That is one of the reasons I waited until I got home to send the e-mail!! I am already wondering what the 'special ingredients' may have been in my water at the PPH! I don't like to be one of those grumpy, miserable customers who makes it their life's mission to make the restaurant pay, and I felt guilty complaining at all via e-mail, but DLR should know what is going on in their hotels and restaurants!

I am interested to hear more stories!!!

 

[Hollyster2]

We had one bad experience at PPH. The housekeeping was just awful, and there were some other issues with the room and things not working. I had tried to get them resolved during our stay, but they were not and that was really surprising. I had encouraged other families to book the hotel during that trip and was really embarrassed by the service from check in until check out. I called about it after arriving home and was told to write a letter. I did so and recieved a form letter saying they were sorry for anything (nothing specific)that may not have gone the way I had expected and that they hoped I would come back in the future. That was it. I was not happy with the response, and thought it was just a standard form letter and that the matter was not really addressed or even a mention that it would be addressed in the future. At least they could have mentioned that they would bring it up to the house keeping staff? I don't know. I hope our visit this month goes much better.

 

[Sherry E]

We had one bad experience at PPH. The housekeeping was just awful, and there were some other issues with the room and things not working. I had tried to get them resolved during our stay, but they were not and that was really surprising. I had encouraged other families to book the hotel during that trip and was really embarrassed by the service from check in until check out. I called about it after arriving home and was told to write a letter. I did so and recieved a form letter saying they were sorry for anything (nothing specific)that may not have gone the way I had expected and that they hoped I would come back in the future. That was it. I was not happy with the response, and thought it was just a standard form letter and that the matter was not really addressed or even a mention that it would be addressed in the future. At least they could have mentioned that they would bring it up to the house keeping staff? I don't know. I hope our visit this month goes much better.

Holly, I hope so too!

I don't know if you have looked at my trip report thread (the link is below in my signature), but Ashlie (Pinkstarblm) was describing a bad stay she had at PPH, and how they handled it. Of course, she did what I probably should have done and contacted the front desk WHILE she was at PPH, and they ended up comping her a character breakfast and also credited her back some money after she spoke to the manager. However, in your case, you tried to have the issues resolved while you were there and nothing was handled. I just waited until I got back. So I wonder if DLR kind of classifies the level of complaint as minor, major or in between, and then handles it accordingly. I don't know what your PPH room issues were in comparison to mine or to Ashlie's, but it seems like they should at least make a phone call to you, rather than the cold form letter.

Anything wrong with the hotel rooms that could be a health or safety hazard definitely should warrant a phone call from DLR to the guest. I mean, my friend DID bang into the stupid drawer in the armoire that wouldn't stay closed, and who knows what was in the water from the faucet that made it smell like poo? And any time a guest enters a room that has not been cleaned, that is all a health issue. It would be a different story if you just complained because the beds were too firm or too soft or the refrigerator didn't keep your drinks cool enough. Those would be minor issues, in my opinion. But still, it is good customer service to actually try to make some sort of reparation. I expect I will get a generic form letter as well, but I think that anyone who has a complaint that they feel strongly about should be listened to and at at the very LEAST, given a free character meal. That shouldn't kill Disney to do that for dissatisfied guests. Now, as for money being credited back, I can see where they may need to separate the minor complaints from the major ones! A free breakfast or meal should not be too much to do for guests who pay a lot of money to stay onsite rather than offsite!

 

[DesertBell]

I wrote what was actually a highly complementary letter about our trip- there were several cms that deserved to get recognized- but mentioned in it that one of our party because severely ill after eating at Pizza Oom Mow Mow. Not even complaining, just kind of a head's up kind of thing. I got back a letter that pretty much said, "We're glad you had a good trip, but just so you know, it's not our fault your friend got sick. Our kitchens are inspected regularly." The tone of the whole thing was defensive.

It just kind of made me sad that they have to be so on guard against people suing them.

 

[Sherry E]

I wrote what was actually a highly complementary letter about our trip- there were several cms that deserved to get recognized- but mentioned in it that one of our party because severely ill after eating at Pizza Oom Mow Mow. Not even complaining, just kind of a head's up kind of thing. I got back a letter that pretty much said, "We're glad you had a good trip, but just so you know, it's not our fault your friend got sick. Our kitchens are inspected regularly." The tone of the whole thing was defensive.

It just kind of made me sad that they have to be so on guard against people suing them.

That is a rather alarming attitude, I think, from Disney. Even though your trip was, on a whole, very satisfying - as ours was last weekend - your friend did get sick. Now sometimes people do get sick and it is NOT a restaurant's fault. However, DLR should not have been so quick to dismiss you because their "kitchens are inspected regularly." Perhaps it was not Pizza Oom Mow Mow's fault, but perhaps it was. Wazowskilover said she got very ill after eating at Tortilla Jo's, and they gave her the same line about being inspected regularly (translation: "It's not our fault."). That does not mean squat to me. People can get food poisoning from food served at restaurants that are regularly inspected and squeaky clean. Some of the ingredients in the food at Pizza Oom Mow Mow could have been bad or spoiled, just as it could have been at Tortilla Jo's. Last year, my friend got pretty ill after eating the turkey pot pie at Carnation Cafe. It could have been bad turkey or turkey not properly chilled or heated or whatever.

I realize DLR probably gets slapped with silly lawsuits from crazy people all the time so they are ultra-defensive, but when people are telling them that they got sick from their food or stayed in rooms that were not clean, they should really try to do something! Again, even if it just a free character meal, that would be better than nothing. What happened to the 'customer is always right'?

 

[Hollyster2]

OH you just reminded me of something!!!! I also wrote a letter on another trip after getting REALLY sick at Goofy's Kitchen. It was about half an hour after eating and I was deathly ill and bad stomach pains. It was no doubt food poisoning, and I suspect it was the shrimp salad I ate. No one else in my family ate it and no one else became so sick so fast. Anyway, I received a letter that time saying that it was not their fault and that their kitchens were inspected regularly, etc. I have only written 2 letters in response to negative events and on neither did I receive a very good response. I frequently visit Disney parks and properties and make sure I give letters of compliments when I am really happy....which is almost always. That is why I really thought the letters of complaint would be taken more seriously. Thanks for everyone's feed back! I will not wait until arriving home to make a formal complaint if our PPH stay this month is as bad as it was a few years ago. I forgot to mention that the main complaint in my letter pertaining to that visit was actually the mistreatment of an elderly person ahead of me in check in by a castmember at the reception desk. The elderly person was hard of hearing and the castmember checking her in totally made fun of her to the other castmembers. Disney ignored this in my letter also.
So I love Disney....In all these years I have written two letters listing 3 complaints total. I am a good customer and hopefully will be heard next time, I hope!

 

[Sherry E]

OH you just reminded me of something!!!! I also wrote a letter on another trip after getting REALLY sick at Goofy's Kitchen. It was about half an hour after eating and I was deathly ill and bad stomach pains. It was no doubt food poisoning, and I suspect it was the shrimp salad I ate. No one else in my family ate it and no one else became so sick so fast. Anyway, I received a letter that time saying that it was not their fault and that their kitchens were inspected regularly, etc. I have only written 2 letters in response to negative events and on neither did I receive a very good response. I frequently visit Disney parks and properties and make sure I give letters of compliments when I am really happy....which is almost always. That is why I really thought the letters of complaint would be taken more seriously. Thanks for everyone's feed back! I will not wait until arriving home to make a formal complaint if our PPH stay this month is as bad as it was a few years ago. I forgot to mention that the main complaint in my letter pertaining to that visit was actually the mistreatment of an elderly person ahead of me in check in by a castmember at the reception desk. The elderly person was hard of hearing and the castmember checking her in totally made fun of her to the other castmembers. Disney ignored this in my letter also.
So I love Disney....In all these years I have written two letters listing 3 complaints total. I am a good customer and hopefully will be heard next time, I hope!

Yeah, that is just ridiculous and I am shocked at DLR's lack of concern and bad customer service! I don't know why Ashlie had better luck with getting DLR to credit her back money AND give her a free character meal (as she described in my trip report thread), but it may very well have been because she complained while she was still there, on Disney property. Perhaps once the guest leaves the DLR property, then everything suddenly becomes "not their fault." That really is a shame. Any other decent restaurant or hotel would probably either give you your money back OR comp you another free meal/stay at the hotel, etc., at least. It seems that unless DLR sees someone vomiting on their lobby floor or careening down steps, they don't pay too much attention to health crises. Another member of DISboards was JUST saying in the last week or so that she had stayed at the GCH and her mom broke her shoulder, if I recall correctly, but in that case, Disney was very accommodating and tried to offer them something extra, I think.

 

[Hollyster2]

Actually I JUST made it out of Goofy's Kitchen before getting sick. There is no doubt what it was and it was on my son't birthday and they spent the rest of the night waiting for me at restrooms in Downtown Disney. I was SO appreciative of the comfy beds at the Sheraton because my body hurt so badly. My family watched the fireworks from the hotel parkinglot while I lay in bed and prayed for the stomach pains to stop. I remember that very well. I wish I could remember AS well that Disney cared about what happened to me. Like I said, I have had only two occasions to write about three complaints so I am hoping that is the end of it because I really am usually delighted with Disney's service. I do plan to always encourage everyone to file complaints ON SITE though. Thanks again for the input!

 

[disneyluvbug]

After our trip in July I wrote a letter about our HORRIBLE service at Wine Country Tattoria.. I ended up getting the dinner refunded.. I was more upset that our experience was ruined. like I told the CM that called me, its Disney, and being Disney we expect a certain standard.. It wasn't just that meal that had bad service, but it was the worst and the one that put me over the top.. (My sunglasses were broken by a server at BB, he hit me on the head with tongs while serving our bread..) It hurt a lot. The manager came and talked to us, apologized and gave me the number to call for damaged goods. I ended ups ending them the glasses and they sent me a check. They were new oakleys. delivered the day before we left.

We have been 3 times this year, and July was the worst month for service.. when we did BB in August they were soooo sooo SLOW..and we felt as if we had been forgotten, and no tongs on head this time..

I would write a letter. I wrote mine mainly because I think they should be aware of the service they are or are not providing.

Good luck

 

[darrendman]

visiting disney world for the first time this January... I came back to my room after the first full day in the parks, and my iphone charger was ripped out of the wall and in about 10 pieces. Owning lots of mac products I don't even know how it happened, But I called the front desk, and it was like they didn't even care. They switched us to all star movies, and the room smelled like it was painted that morning.. This was at 10pm after a full day in the parks. After 2 hours, they moved us again and we just sat and dealt with it. It took them 3 days to replace the charger after the promised it to me the next morning. I was furious. I had no phone for 3 days. Horrible, but I didn't let it get the worst of me. Even though they did NOTHING in compensation.

My next trip I am not going to stay at a value resort for that reason.

 

[WendyT]

I have sent e-mails to Disneyland - both positive and negative. I don't expect anything other than a standard response that they received my e-mail and have never thought they should reimburse me for anything. I always take my overall experience at Disneyland into account when an isolated incident goes awry. I am confident that Disney's customer service expectations are higher than those at any other theme park resort; however human beings will be human beings. We all have good days and bad days.
Just recently I send a kudos e-mail regarding the help I received from the reservation person while booking my trip. I was pleased to know that they will forward that information to her and let her know how great I think she is.
Of course I agree with the others regarding cleanliness and bad food - I would notify someone in person while still in the hotel so that the situation could be resolved immediately. I also never hesitate to go up the chain of command if I am not satisfied with the results and if the situation is serious enough.

 

[JenDisneylandlver]

The only email I've sent was a plea to NOT take out the Country Bear Jamboree. This also was at the request of the CM's who were working it when we were there.

Obviously it did me no good. LOL I did get a response from someone though. Saying that was the way Walt Disney was, always wanted things changing.

Phooey.

 

[queenrollog]

I would be more apt to complain on the spot, to the manager, to give them a chance to make things right. If I didn't get satisfaction, then that inaction would lend more weight to my written complaint ("I spoke to Bob, the manager, who didn't seem to care"). I would state my expectation in my complaint, such as "I would like to have my meal cost refunded". I would NOT send food back to the kitchen; as a PP mentioned, "extra ingredients" could be added. I have complained at DL before and got exactly what I wanted as a remedy. Some experiences can't be repaired, so I think it's important to let Disney (and other businesses) know when customers are dissatisfied so that the superior service becomes the expectation and not the exception.

 

[Lights_Out]

Okay, this thread is really freaking me out about eating at Disneyland... lol

 

[Sherry E]

I am finding this all to be very enlightening, and not necessarily in an encouraging way for DLR! I am glad I started this thread because on DISboards we don't always hear about the 'bad side' of things. I wish I could respond to each and every post individually! I mean, having your brand new sunglasses broken, being conked on the head with tongs - that should have been a free meal right then and there in addition to the money for the glasses! And I can't even begin to imagine how the charger ended up in many pieces!!! Not having a phone for a few days is a BIG problem for those who rely on that phone to communicate with family or business associates!

I don't like to out and out complain about a meal while I am there in the restaurant...which is why I didn't send my meat loaf back at Carnation even though it was different than advertised. I just thought I would pose the question to the waitress why the meal was different and see what her reaction was, and she was unconcerned. Now the PPH is a different story - guests should not be smelling sulfur - or poo - when they turn on the faucet and that could have been a health hazard. But I should have said something while I was there, or asked to speak to a manager. I don't know - I feel guilty complaining because I am not one of those angry, complaining, everybody-owes-me-a-refund kind of girls. But sometimes, in certain circumstances, I think it IS good business and good customer service for the establishment to just credit the guest back some money twards the hotel stay or give them a free meal. And most decent places would do that or offer to do that. When Pinkstarblm (Ashlie) said that she got that from DLR after her PPH stay, it made sense to me. That sounded right. I thought they should credit her back and offer a meal. It is good custmer service. It wasn't as if she was just saying she didn't agree with the color of the curtains or something! I mean, a dirty room or poopy water is complaint-worthy!

I am learning from this that not only is it probably a better idea to complain while on DLR soil than to wait until you get home (although DLR will tell you that they prefer e-mails, but that is probably because they don't want to deal with the people directly!), but it also a good idea to choose your words carefully and state what you want. That will probably get more results. So if you say, "I would like my meal comped or have some credit applied to my hotel stay," maybe DLR will give it. If you leave it open to their idea of resolution, as I did in my e-mail, then they will probably just send out the typical form letter.

I suspect the response we get from DLR in regards to negative experiences ALSO may have something to do with which CM receives and reads the e-mail. Some of them don't care and others probably take more pride in making sure the guest comes away satisfied!