PlutoTheDog89
DIS Veteran
- Joined
- Sep 19, 2011
You may remember a post I made during Christmas week. If you don't feel like reading it all, here's a summary:
- We're Disney diehards who have vacationed the week of Christmas (12/24-1/1) for the past 6/7 years.
- We started at Coronado Springs, but have stayed at POFQ the past three years.
- We've never had a problem. Sure, buses have been late, but we've rolled with the punches
- This year, the room was dirty upon checkin (dust on furniture, dirty mirrors, dead bugs on windowsill, crumbs on carpet and floor.) We disregarded it on the first day. We received early check-in, so we figured it was cleaned in haste.
- The next day, it was the same. The maid failed to leave us towels. The same the next day - limited towels and no soap. Room was dirty.
- My mom called and spoke with the maid service. A maid soon stormed into our room with a vacuum, was very nasty toward us and complained that she had already vacuumed. We were taken back, but after she vacuumed (hitting into furniture and continuing to complain), my mom kindly, but sternly said "if we're going to talk to you in a polite manner, we'd like the same in return."
- Long story short - the room went uncleaned (with the exception of our beds being made) the rest of the trip. We felt uncomfortable and had to hide our toothbrushes & when we'd see the maid around the resort, she'd coldly glare at us.
After complaining twice about our room's state, we gave up. This was the biggest negative from the trip, but not the only one. The bus service (for the first time we've stayed there) was a disaster. We missed a few FP+ reservations and were often rushing to make reservations. We once waited for a boat to Disney Springs. After 30 minutes, the line stretched about 50 people long. After 6pm, the boats split. One from POR, one from POFQ. The POR boat would pass half full - one captain even honked his horn, then instructed the passengers to wave at the long line while he pointed and laughed.
As for the parks - EMH barely existed. We arrived at 7:30am on Christmas Day and they were allowing off-site guests into the park. During nighttime EMH, only a few cast members checked Magic Bands on the rides. Many off-site guests not wearing MagicBands were waiting on line, which drove up the wait times. My family is very dependent on EMH and we often plan our day around it.
ANYWAY - TL;DR We complained about our incident with the maid, the transportation issues and the CM's allowing off-site guests on rides and into the park during nighttime and morning EMH. We rarely complain, but this trip had too many negatives and frankly, it felt like Disney didn't care.
We wrote a long email and honestly, didn't think Disney would respond. They called us last night. After hearing my mom's account of the vacation, the CM apologized and then did something we did NOT expect. He offered us a three-night stay at a moderate resort - which can be used anytime we want. Because transportation was such a problem, he also offered us a two-day park-hopper ticket for each of our family members. We were shocked. My mom then asked about the expiration of the offers. She said that we were really interested in staying in a deluxe next Christmas. Would we be able to use the moderate offer, say, two or three years from now or during a different time? He paused and said "let me see what I can do." He put us on hold and said "okay, instead of the moderate stay, we're going to credit you for a three-night stay, that way you can use it toward a deluxe stay next Christmas." WOW. My mom thanked him and said it was way more than she expected.
Talk about Disney magic. Honestly - we complained in the hopes that Disney would just improve. We liked POFQ and while we didn't plan on staying there again (I know, it can happen anywhere), we hoped that they would pay closer attention to the rooms. We also didn't feel that the maid embodied what makes a Disney CM great. We've encountered a lot of great CMs over the years. No matter where you stay, though, you should never be spoken to in the manner that the maid spoke to us.
I was timid about posting this. I hope no one discovers this thread and tries to take advantage of Disney's offer. Don't complain just to complain, you know? I think we had a solid reason for complaining and it was nice to know that Disney actually read the email and looked into the situation. They went above and beyond, though. And - if I'm gonna post a complaint on here, I'm gonna give them credit when they do something awesome like this.
- We're Disney diehards who have vacationed the week of Christmas (12/24-1/1) for the past 6/7 years.
- We started at Coronado Springs, but have stayed at POFQ the past three years.
- We've never had a problem. Sure, buses have been late, but we've rolled with the punches
- This year, the room was dirty upon checkin (dust on furniture, dirty mirrors, dead bugs on windowsill, crumbs on carpet and floor.) We disregarded it on the first day. We received early check-in, so we figured it was cleaned in haste.
- The next day, it was the same. The maid failed to leave us towels. The same the next day - limited towels and no soap. Room was dirty.
- My mom called and spoke with the maid service. A maid soon stormed into our room with a vacuum, was very nasty toward us and complained that she had already vacuumed. We were taken back, but after she vacuumed (hitting into furniture and continuing to complain), my mom kindly, but sternly said "if we're going to talk to you in a polite manner, we'd like the same in return."
- Long story short - the room went uncleaned (with the exception of our beds being made) the rest of the trip. We felt uncomfortable and had to hide our toothbrushes & when we'd see the maid around the resort, she'd coldly glare at us.
After complaining twice about our room's state, we gave up. This was the biggest negative from the trip, but not the only one. The bus service (for the first time we've stayed there) was a disaster. We missed a few FP+ reservations and were often rushing to make reservations. We once waited for a boat to Disney Springs. After 30 minutes, the line stretched about 50 people long. After 6pm, the boats split. One from POR, one from POFQ. The POR boat would pass half full - one captain even honked his horn, then instructed the passengers to wave at the long line while he pointed and laughed.
As for the parks - EMH barely existed. We arrived at 7:30am on Christmas Day and they were allowing off-site guests into the park. During nighttime EMH, only a few cast members checked Magic Bands on the rides. Many off-site guests not wearing MagicBands were waiting on line, which drove up the wait times. My family is very dependent on EMH and we often plan our day around it.
ANYWAY - TL;DR We complained about our incident with the maid, the transportation issues and the CM's allowing off-site guests on rides and into the park during nighttime and morning EMH. We rarely complain, but this trip had too many negatives and frankly, it felt like Disney didn't care.
We wrote a long email and honestly, didn't think Disney would respond. They called us last night. After hearing my mom's account of the vacation, the CM apologized and then did something we did NOT expect. He offered us a three-night stay at a moderate resort - which can be used anytime we want. Because transportation was such a problem, he also offered us a two-day park-hopper ticket for each of our family members. We were shocked. My mom then asked about the expiration of the offers. She said that we were really interested in staying in a deluxe next Christmas. Would we be able to use the moderate offer, say, two or three years from now or during a different time? He paused and said "let me see what I can do." He put us on hold and said "okay, instead of the moderate stay, we're going to credit you for a three-night stay, that way you can use it toward a deluxe stay next Christmas." WOW. My mom thanked him and said it was way more than she expected.
Talk about Disney magic. Honestly - we complained in the hopes that Disney would just improve. We liked POFQ and while we didn't plan on staying there again (I know, it can happen anywhere), we hoped that they would pay closer attention to the rooms. We also didn't feel that the maid embodied what makes a Disney CM great. We've encountered a lot of great CMs over the years. No matter where you stay, though, you should never be spoken to in the manner that the maid spoke to us.
I was timid about posting this. I hope no one discovers this thread and tries to take advantage of Disney's offer. Don't complain just to complain, you know? I think we had a solid reason for complaining and it was nice to know that Disney actually read the email and looked into the situation. They went above and beyond, though. And - if I'm gonna post a complaint on here, I'm gonna give them credit when they do something awesome like this.
