We complained... here's what happened

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

How do you know they were off-site people?

Are you sure they hadn't changed the time for EMH, and you were actually there after park opening? Happens to the best of us!

They checked our bands when we were there. Otherwise how do they make sure people aren't taking advantage of it?

Bands aren't something you have to wear at all. Bands are something I have many of, and could wear even when staying offsite. There are other ways to check. So seeing or not seeing magicbands on other guests tells you nothing about where they are staying.


It's the one off-note in the complaint email, because there's no way for the OP to know.
 
op. just so you aren't blind sided (and I could very well be wrong). but I don't think those complementary park tickets can be added on to or bridged in any way. (wish Cheshire figment was still here to answer that.. sigh...RIP)
so I don't think you can add on day 3, day 4, etc. to those tickets,(with each day after day 4 being $10.). I think any "special" tickets like that stand on their own. and after the 2nd day you will need to purchase new magic your way tickets, starting with day one pricing.
and if you plan on waiting to do that until after you arrive, be aware the you will only be allowed to make FP+ reservations 60 days ahead for those 2 days only. you can ony make FP ahead of time for the amount of days you have tickets for, no matter how long your disney resort stay/
don't mean to be a debbie downer.. just trying to give you a heads up about things you might not be thinking about...
but good for you for taking the time to let disney know about your issues.
 
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I was in WDW those exact dates. I honestly thought the crowds were better this year than in past years. I always expect it to be complete pandemonium so I was pleasantly surprised. :goodvibes As for people not wearing magic bands, I wouldn't jump the gun on assuming they are offsite. As others have stated there are onsite guests using cards for various reasons and some people just don't like wearing them. My 16 year old son never wears his, he keeps it in his pocket because he says "it's dumb". :rotfl:

I'm glad you were able to get some compensation for your misery. Disney doesn't like anyone to leave feeling upset. Have you ever thought about going to WDW during a different time of year? Christmas is beautiful but so crazy busy, you might enjoy going during a less busy time.
 
op. just so you aren't blind sided (and I could very well be wrong). but I don't think those complementary park tickets can be added on to or bridged in any way. (wish Cheshire figment was still here to answer that.. sigh...RIP)
so I don't think you can add on day 3, day 4, etc. to those tickets,(with each day after day 4 being $10.). I think any "special" tickets like that stand on their own. and after the 2nd day you will need to purchase new magic your way tickets, starting with day one pricing.
and if you plan on waiting to do that until after you arrive, be aware the you will only be allowed to make FP+ reservations 60 days ahead for those 2 days only. you can ony make FP ahead of time for the amount of days you have tickets for, no matter how long your disney resort stay/
don't mean to be a debbie downer.. just trying to give you a heads up about things you might not be thinking about...
but good for you for taking the time to let disney know about your issues.

Yeah, that was a concern. The CM we spoke to said he was sending a code that could be added onto our vacation. He said "that's the beauty of MyDisneyExperience" that you'd be able to tack the days on. But who knows. I'll let you know how it works out. We always book everything well before the 180-day window (for ADRs) and we may even rent points this year - so we'll know sooner than later.
 

Seems like we've had a lot of trouble with housekeeping the last few years, I always hesitate to complain too much, but I'm glad to hear Disney did something about it in your case!
 
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.
Gotta love me some Disney!
It sounds like you had a horrible mousekeeper!!! Perhaps you were not the only guests who have complained about her? (And it sounds like you were really really smart to hide your toothbrushes - Eek!)
I believe Disney works really hard to hire decent, law abiding, genuinely friendly CMs with strong work ethics... Obviously this one missed the mark. I'm happy you received the package you did! It goes,a long way to showing their ongoing commitment to "magical" guest relations!
I'm just betting that mousekeeper is no longer at her job!
Congrats and have a wonderful time when you go back!
 
the only "issue" you had that actually makes me mad is the part about the non resort guests riding rides during EMH.

I would never complain about a maid, in fact we usually dont let maids clean our room. We take care of ourselves. If I need more towels, i go find a cart and grab some.

Congrats I think on getting something for nothing.
 
That's great, I'm glad they offered a resolution! We stayed at AS Movies a few years ago and had some issues. I sent a letter after returning home noting the issues, really not expecting anything in return, but more so they could address the issues. I was given a partial refund which was nice!
 
the only "issue" you had that actually makes me mad is the part about the non resort guests riding rides during EMH.

I would never complain about a maid, in fact we usually dont let maids clean our room. We take care of ourselves. If I need more towels, i go find a cart and grab some.

Congrats I think on getting something for nothing.


Considering you actually pay for maid service in the price of your room, it's a justified complaint ;)
 
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?

You don't have to worry about that. That ship has long since sailed. See this thread about how WDW handles the constant complainers...

And complaints DO have impact. FWIW, we stayed in the CSR 11-15, and had ZERO complaints about the mousekeeping. Fresh toiletries every day, beds made, carpet clean, bath reset and sink area wiped down. We were in Ranchos 8B.
 














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