Update to my problems during All Star Sports stay May 28th-June 9th

[A Mickeyfan]

I thought I would give an the update on my email to guest relations showing them the pic's I had posted here for all of you to see as well. I wrote a very nice but to the point email stating what I had experienced at the Sports. I showed them my pictures of the torn & frayed towels. The torn bedspread & drapes etc.... I also did compliment those that tried to help me. I didn't say I was never coming back because we all know I am I didn't ask for anything but an acknowledgment that someone had read my letter and saw the pictures. They called me today (Monday 7/2) and did indeed see the pictures. They are not happy with what they saw. They are fowarding to the General Manager of the resort and giving me a 20% refund back on my credit card. They were able to tell how many times I have been to Disney (I am not a once a yearer...) .. I think in the last 15 years, I have written to them 3 times with a complaint. This time I actually had pictures. They thanked me for the pictures. The pictures help them correct problems. So I guess I wasn't making something out of nothing.. I knew that this was not Disney standards by no means. Like I said, those that do not go often may not know any different... but those that do.. know it is not how it should be.. even for a value.. and it isn't "you get what you pay for" At Disney's prices.. that is not what I paid for..
I am very happy on their decision. They are doing their guest servicing that they are know for.

 

[spiceycat]

See - if you write them they know where the problems are and can correct them.

otherwise the problems will only get worst.

as a DVC member one of the first things I had to learn was to complaint immediately when something was broken or not working properly. Some people expect the maids to do this - but hey cleaning the room is there only job.

Glad you got something for your problems. I remember how upset you were - glad Disney agreed with you.

 

[peel]

Can you provide the link to your first thread? I must have missed it.
Good for you that you were able to get them to take some action!

 

[kjs1976]

Glad to hear it worked out in your favor! Smart idea to take and include pics...this is a lesson to all of us. We've had some less-than-clean things in our room or that have shown age and most of the time I've thought, well, as long as the beds are clean, I'm fine. But you're right, I am paying for a clean room in good condition and we all know the Disney standard and should not settle for less. Thank you again for your story! I'd love to see the pics to compare to what we've experienced. Did you include them on a previous thread?

 

[Crazy Kanga]

Good for you You did the right thing. Disney needs to see the problems so they can fix them. Glad you were compensated.

 

[DIXIEDIVAMOM]

I too have complained about things at a resort several years ago. Wheather things were fixed I don't know even though they acknowledged that it would be fixed in the future. Guess you just have to take their word for things. However my point was that anyone who is the Manager at each resort or general manager should be inspecting these rooms first hand. That's what makes the difference between good service and great service. What do you mean that housekeeping should not have to repot these things???? If they are in the rooms all the time and see that something is not right why would they not. It's not like anyone is asking them to fix anything, just report a problem before a customer does. This makes good business sense.

 

[jess20k]

I am happy for you! That is awesome that they did right, and did something to show that they do care. It is also great that you did send those pictures, so that they could see exactly what conditions that you did encounter. Even if they do not always end up doing anything about certain situations,it is good that they do receive guest feedback, so that hopefully things will get taken care of, so that they could be prevented from happening again in the future.

 

[I'mNoPrince]

Glad everything worked out and they did respond in a positive manner.

I always say document everything with as much proof as possible (Pics,names,dates times), Explain it in a calm professional manner and they have no choice to listen to you.

I truely beleive Disney wants to do what they can to keep the Magic alive. Some because they believe in it as well ,others because they know thats why we are willing to pay the higher prices. Either way we win.

 

[robinb]

I'm glad that everything worked out for you and that Disney is actually listening!

 

[A Mickeyfan]

Peel........ here is the link when I first posted about my trip/complaint on here:
http://www.disboards.com/showthread.php?t=1482033


Spicy.. you are sooo correct, without us telling them & showing them (words sometimes do not really mean much, since pictures are worth 1000 words) they cannot fix the problem.


kjs1976......yes, the pic's are there. go to the above link and you will find them!


Crazy Kanga.....I am very happy I was compensated. I never expected to be. The other time I complained (several years ago) was on Dixie Landings.. but didn't show any pictures to prove anything. I really wasn't looking for compensation.. just wanted them to know that I was a loyal customer that was not very happy.

DIXIEDIVAMOM.... I wonder that too sometimes.. I do know that the room will be fixed since they are going to undergo a major rehap.. but what about the towels.. that should not have even happened period. As far as the maids, I agree with you. They should have a check list. They do not have to do the mending but with the bedspread & towels .. yes, they should be replacing them if they are ripped.. they replace when they are dirty. They drapes, they open & close them. When they see the hole, they could have written it down someplace.. like a check list.. and then maintance could come and replace or something.. They can also have a check list of what floors need some extra walkway cleaning.. Someone is responsible for it..surely the guests should not be the ones telling the front desk manager. As far as the actual resort manager. He should be spoken to if in fact these things are his fault. This is something that was way out of hand.. He should be tending to his staff to see they are doing their job.. someone somewhere is not... for that much to have gone wrong..



also... I just realized.. I got tagged.. plastic on my sofa.. gotta get me on that one..

 

[Tikicampers]

I saw your pictures and I was really surprised. We were at sports (in baseball) at the beg. of June, and we didn't have any problems like that. Our room was fine, and we loved the resort. Amazing how two rooms in the same section could look so different.
DH did say that he noticed the bathrooms in the parks were not as clean as they had been in the past.

 

[pinkerbell]

Thanks for your efforts and so glad they responded. This helps all of us to have a better vacation in the future.

 

[dclfun]

I'm glad you got a response and that the response included someone actually trying to fix the problem that you took your time to bring to their attention. Sometimes things are overlooked that shouldn't be and I figure the people who put those towels and sheets in a room have no control over the linens they were given. At home we throw out frayed and/or stained linens but due to the volume at WDW I can see how something like this could happen. Hopefully they can figure out how to prevent this issue in the future. ---Kathy

 

[A Mickeyfan]

I'm glad you got a response and that the response included someone actually trying to fix the problem that you took your time to bring to their attention. Sometimes things are overlooked that shouldn't be and I figure the people who put those towels and sheets in a room have no control over the linens they were given. At home we throw out frayed and/or stained linens but due to the volume at WDW I can see how something like this could happen. Hopefully they can figure out how to prevent this issue in the future. ---Kathy

Actually that is just it, with a resort the size of Disney, they should have some sort of check list as I mentioned before. While housekeeping may not have "control" over what is given to them, they do have "eyes and ears" to see and speak up on what they are being given. they can set a side the torn towels and go back for more. They see a torn bedspread each day they make that bed, don't you think they should report it? That is a poor service and a poor managment team for not conveying that message to them. When you have that many employees servicing that many guests, you need to have good quality control, as Disney had before they started their major cutbacks. I am not knocking all CM's by no means, there are many super ones out there. Disney does need to start getting back to basics and stop worring about selling. You can sell all you want, but if the product doesn't live up to its name, it will not remain a good product, no matter how long they have been out...
Yes, you are correct, I think my complaint along with the help of my TA did get to the proper channels and maybe will make a difference, or at least I would hope it does. I really hate to see this happening to Disney. I hate seeing the M-A-G-I-C leave Disney.

 

[dclfun]

I absolutely agree. There needs to be someone in charge of QC in the laundry to notice torn and frayed linens and to donate them to an animal shelter or recycle them in some way ( I have no idea what they do with worn out linens but just thinking perhaps they aren't just "tossed" into a landfill ). Then there needs to be a housekeeping supervisor responsible at each resort so that if a mousekeeper says the linens he/she received aren't up to standards, more can be delivered or taken. From what I understand there's a central area that each mousekeeper uses to stock their cart so they might not be able to go back for more or there might not be sufficient extras...so someone needs to be taking care of that. I'm not sure what the solution should be, but there should be one!---Kathy

 

[Pigsty333]

I am AMickeyfan TA and I was happy she sent me her letter and photos, which I forwarded to the Disney managers and Travel Agent's contacts.

Needless to say, they were appalled at what AMickeyfan documented and were glad she did.

Here is the reply from one of the managers, who was handling it for the Florida manager (who was on vacation).

OH MY GOSH !!!!!

Thank you so much for cc'ing me on this! Please know that we will stay with this from the sales side.

I am so sorry that your client had such an experience but I am so happy that they documented it so comprehensively!


We'll be in touch with you as we partner with our colleagues in Florida.

So, I guess it always is nice to let them know of the good and anything bad you find so that it can be addressed.

 

[mnasmom3]

I'm glad you send the letter and pictures. It'll hopefully help correct things for those people staying after you. And I'm glad Disney is taking care of things and refunding you part of your money.