Website for Concerns DUring Trip At Disney

[rebster]

First of all, we had a great trip. We have had gone more than 20 times and never complained. So please tell me if I am crazy for giving Disney some constructive feedback.

We stayed 8 nights with 4 day military tickets. Thank you Disney for making it affordable for us. We stayed at AKL - went to parks every other day.

Day 1 - AKL - had breakfast at Tusker House and my husband got food poisoning. Very classic symptoms (I am a physician, so it was pretty clear). He had to miss almost the entire day in the parks and went to discuss it with the desk at AKL where he was resting and vomiting. He was told he should have gone back to Tusker house and discussed it with them. This is not practical while vomiting. As we have never complained or given feedback we didn't realize that any park issue you must bring to the park attention.

Day 2 MK - My dad was getting his hair cut at the Harmony Barber shop and the very nice lady opened his glasses to give them back to him and snapped them in half. No apology at that point. Told us maybe the glass shop could fix them and then when we went back to address it, she pretended it had not happened. This was not ok. We attempted to bring it to member services attention and they told us this was not their problem. Glasses are expensive and my dad had to spend 3 hours trying to get them fixed and then traveling back to his room to get the 2nd pair he had brought with him because he always carries a back up. Thank goodness he had an old pair of glasses.

Day 3 - perfect

Day 4 - Epcot for my Dad's birthday. We had booked the dessert party and they cancelled it. They contacted us 2 days prior to say not enough people had booked it. Since they were having a private dessert party in place the party we had booked, this upset me. They were unable to book us for anything else in the park when they cancelled other than the german restaurant which they promised would do something for my Dad's birthday. Despite me mentioning it, they didn't do anything. I am a pretty quiet person, who just mentioned it given I had booked a special thing for my dad and was told they would do something at the party instead. So, they didn't live up to what they told us they would do, and they were having a dessert party, just a private one instead.

Finally, I tried to address these concerns at the AKL at the end and I was told that I was lying about all these issues (I have an email documented they cancelled the party, we have pictures of broken glasses, and my husband had spoken to them already about his illness). I was also told "at least my husband didn't pay for his fastpasses." The lady was rude. All I wanted was her to take my feedback to the appropriate sources. I never asked for compensation.

I believe this requires some feedback on how to deal with bad situations. I would like to contact Disney regarding this.

I do not think they should have given us Money or compensation or extra days in the parks. I think they should have cared enough to acknowledge our issues and at least pretend to care. That goes a long way.

My first disappointing experiences at Disney in over 30 years, so really it is still the best place in the world. I just know that we all need constructive feedback at times (myself included), and I wanted to be taken seriously.

Things I learned - If you have an issue take care of it right then...even if your husband is vomiting on you. If it happens at the park - take care of it at the park - NOT at the hotel. Having never had issues, and usually letting all the little things roll off my back, I had not complained before and didn't realize the rudeness and attacks on my integrity I would experience by trying to give feedback.

Does anyone know who I should contact?
Thanks.

 

[Shaden]

First of all, we had a great trip. We have had gone more than 20 times and never complained. So please tell me if I am crazy for giving Disney some constructive feedback.

We stayed 8 nights with 4 day military tickets. Thank you Disney for making it affordable for us. We stayed at AKL - went to parks every other day.

Day 1 - AKL - had breakfast at Tusker House and my husband got food poisoning. Very classic symptoms (I am a physician, so it was pretty clear). He had to miss almost the entire day in the parks and went to discuss it with the desk at AKL where he was resting and vomiting. He was told he should have gone back to Tusker house and discussed it with them. This is not practical while vomiting. As we have never complained or given feedback we didn't realize that any park issue you must bring to the park attention.

Day 2 MK - My dad was getting his hair cut at the Harmony Barber shop and the very nice lady opened his glasses to give them back to him and snapped them in half. No apology at that point. Told us maybe the glass shop could fix them and then when we went back to address it, she pretended it had not happened. This was not ok. We attempted to bring it to member services attention and they told us this was not their problem. Glasses are expensive and my dad had to spend 3 hours trying to get them fixed and then traveling back to his room to get the 2nd pair he had brought with him because he always carries a back up. Thank goodness he had an old pair of glasses.

Day 3 - perfect

Day 4 - Epcot for my Dad's birthday. We had booked the dessert party and they cancelled it. They contacted us 2 days prior to say not enough people had booked it. Since they were having a private dessert party in place the party we had booked, this upset me. They were unable to book us for anything else in the park when they cancelled other than the german restaurant which they promised would do something for my Dad's birthday. Despite me mentioning it, they didn't do anything. I am a pretty quiet person, who just mentioned it given I had booked a special thing for my dad and was told they would do something at the party instead. So, they didn't live up to what they told us they would do, and they were having a dessert party, just a private one instead.

Finally, I tried to address these concerns at the AKL at the end and I was told that I was lying about all these issues (I have an email documented they cancelled the party, we have pictures of broken glasses, and my husband had spoken to them already about his illness). I was also told "at least my husband didn't pay for his fastpasses." The lady was rude. All I wanted was her to take my feedback to the appropriate sources. I never asked for compensation.

I believe this requires some feedback on how to deal with bad situations. I would like to contact Disney regarding this.

I do not think they should have given us Money or compensation or extra days in the parks. I think they should have cared enough to acknowledge our issues and at least pretend to care. That goes a long way.

My first disappointing experiences at Disney in over 30 years, so really it is still the best place in the world. I just know that we all need constructive feedback at times (myself included), and I wanted to be taken seriously.

Things I learned - If you have an issue take care of it right then...even if your husband is vomiting on you. If it happens at the park - take care of it at the park - NOT at the hotel. Having never had issues, and usually letting all the little things roll off my back, I had not complained before and didn't realize the rudeness and attacks on my integrity I would experience by trying to give feedback.

Does anyone know who I should contact?
Thanks.

Oh god yes you should contact guest services. Unfortunately they likely wont do anything at this point. Generally the advice is to contact and make it known, forcefully, that it is unacceptable during the trip. They will often (and should) do something to compensate and make this better at that point. After, that's not as likely, but they should still be aware ... that is just not acceptable.

 

[soniam]

Most definitely contact them. If they do not know about problems, they can't fix them. I have done this twice, once for bad things and once for good things. Both times I was very pleased with the outcome. Sorry your trip was so unfortunate.

wdw.guest.communications@disneyworld.com

 

[whiporee]

Definitely write them. I complained about my recent Poly trip and they were very generous with their compensatory offer, and I didn't write until I had been home a month. At a minimum someone will write you back and respond.

Be polite. Emphasize that you want to remain a loyal customer, but so much of this went wrong that it makes it hard to consider coming again. Don't ask for anything -- see what they offer.

Sorry it was a sucky trip. let them know, and hopefully they'll do something to make it at least a little more right.

 

[Nancyg56]

Yikes! Thee are multiple areas of concern here, and hey all indicate some sort of disconnect between the principles Walt followed and the CM's who are entrusted with implementing them. I believe that Guest Services needs to be made aware if the problems that you encountered in order to correct them.

Somewhere along the line you managed to have that snowball effect, breakdown of customer service over and over. It happened to us on one trip, and no matter how the resort tried to rectify the problem, it eithr occurred again, or something else took it's place. At that point, you really cannot seperate the impact, it all turns sour.

I do not buy that idea that the resort cannot intevene on your behalf if problems happen in other areas of WDW, and the manager should have at least paved the way for you. IMO, this is where your primary complaint is, the customer service at your resort. If they had done the right thing by you family, the rest of the issues could have been smoothed over, bt they were not even able to provide basic service skills for you. It is this lack of concern that Disney should be addrressing from your story. If they lose the ability to care then they lose more then guests. People who know that they are consideed to be valuable assets treat their surroundings with respect. If they feel like they do not matter, and that was how you were treated, why should they respect the people o places within WDW?

I would make that issue the central complaint. It is not okay for a Cm to break your property and then lie. it is not okay to insist a vomiting person needs to have a restaurant correct the problem immediately. It is not okay for your resort to tell you they are off the hook so too bad.

Good luck!

 

[maxiesmom]

Definitely contact them. And if you have names of the rude CMs be sure to include them. I had an issue once with a manager at POR, and I know how taken aback you are by it. You don't expect CMs to be rude at WDW.

I do have to disagree a bit about the restaurant thing. It is best to make any complaint to the specific place, even at WDW, which we all think of as one giant place. Maybe the desk should have gave your husband a contact number, but I wouldn't expect them to be able to do anything to try and fix that problem. What was your husband hoping to get by going to the desk and complaining? Also, keep in mind that Disney will not bite on a complaint of food poisoning unless they have proof. And that means a test in the hospital, not just the word of a guest, even if they are a doctor.

 

[Suvadoo]

Definitely contact them. And if you have names of the rude CMs be sure to include them. I had an issue once with a manager at POR, and I know how taken aback you are by it. You don't expect CMs to be rude at WDW.

I do have to disagree a bit about the restaurant thing. It is best to make any complaint to the specific place, even at WDW, which we all think of as one giant place. Maybe the desk should have gave your husband a contact number, but I wouldn't expect them to be able to do anything to try and fix that problem. What was your husband hoping to get by going to the desk and complaining? Also, keep in mind that Disney will not bite on a complaint of food poisoning unless they have proof. And that means a test in the hospital, not just the word of a guest, even if they are a doctor.

I don't understand what you are saying. Are you suggesting that the husband should've gone back to the restaurant and vomited in front of them or on them? Also if the food poisoning should've been handled with the restaurant, shouldn't the AKL CM's contact the restaurant on the guest behalf and request a manager call the guest?
Most people aren't looking for some kind of compensation (except for the broken glasses). Having your problems acknowledged goes a long way to resolving issues. In Healthcare for example, admitting mistakes has gone a long way to reducing malpractice lawsuits.

 

[preemiemama]

I don't understand what you are saying. Are you suggesting that the husband should've gone back to the restaurant and vomited in front of them or on them? Also if the food poisoning should've been handled with the restaurant, shouldn't the AKL CM's contact the restaurant on the guest behalf and request a manager call the guest?
Most people aren't looking for some kind of compensation (except for the broken glasses). Having your problems acknowledged goes a long way to resolving issues. In Healthcare for example, admitting mistakes has gone a long way to reducing malpractice lawsuits.

I absolutely agree. We have had issues with a dining plan being credited incorrectly by a restaurant and the CMs at the resort could take care of that. I would think that they could have set up a conversation between the guest and the manager at minimum without the guest needing to return to the park.

The customer service you received was NOT the customer service Disney advertises (or that we guests expect based on prior experience). You definitely should e-mail and complain. The issue with the glasses should have been corrected immediately by the CM who broke them. Accidents happen- she should have contacted a manager and you should have been offered compensation to replace them.

Surely there could have been some extra “pixie dust” someone could have sprinkled to ensure your dad had a great birthday celebration after your dessert party was cancelled as well. This should have been done by the CM who contacted you to cancel.

Disney dropped the ball on your visit, multiple times, and they need to know that. Even if you get nothing in return (although you should be compensated for the glasses at the very least IMHO), at least you have let them know you were not happy and they need to improve. I would do this for ANY company that did not live up to my service expectations- not just Disney.

Good luck!

 

[maxiesmom]

I don't understand what you are saying. Are you suggesting that the husband should've gone back to the restaurant and vomited in front of them or on them? Also if the food poisoning should've been handled with the restaurant, shouldn't the AKL CM's contact the restaurant on the guest behalf and request a manager call the guest?
Most people aren't looking for some kind of compensation (except for the broken glasses). Having your problems acknowledged goes a long way to resolving issues. In Healthcare for example, admitting mistakes has gone a long way to reducing malpractice lawsuits.

That is not at all what I am saying. I have no idea how you even got that from my post.

I'm saying that while it is fine to report a suspected case of food poisoning, nothing shoild be expected from doing so, unless Disney has more, confirmed cases.

Telling the OP's husband to go there is ridiculous. However asking for a number to contact the restaurant would be better than going to the front desk. Calling you can be sure your message gets to the right people.

 

[goofy4tink]

I also think he should have returned to Boma...he was okay going to the front desk, a short walk down to Boma, with a 'I just wanted to let you know this happened to me...not saying it's food poisoning, but something happened. We don't want anyone else getting sick' type thing.

But, in all honesty? I love AKL, I love the physical resort. BUT...I have had the absolute worst customer service there...on several occasions. I had a horrible housekeeping experience....front desk people didn't really seem to care. I had a left behind item, another time, and front desk wasn't interested in helping at all!!! After my being down right rude, the item was tracked down. Both times I sent off an email to that email address...both times I got a phone call from Disney. Did anything happen after that call? I don't know, don't much care. I just wanted to feel as if someone at Disney cared!

So, yes, send off an email...with any names, times, dates you can remember! Just one of those experiences would be enough to warrant an email from me....all of them is just inexcusable!!!!

 

[Suvadoo]

Definitely contact them. And if you have names of the rude CMs be sure to include them. I had an issue once with a manager at POR, and I know how taken aback you are by it. You don't expect CMs to be rude at WDW.

I do have to disagree a bit about the restaurant thing. It is best to make any complaint to the specific place, even at WDW, which we all think of as one giant place. Maybe the desk should have gave your husband a contact number, but I wouldn't expect them to be able to do anything to try and fix that problem. What was your husband hoping to get by going to the desk and complaining? Also, keep in mind that Disney will not bite on a complaint of food poisoning unless they have proof. And that means a test in the hospital, not just the word of a guest, even if they are a doctor.

That is not at all what I am saying. I have no idea how you even got that from my post.

I'm saying that while it is fine to report a suspected case of food poisoning, nothing shoild be expected from doing so, unless Disney has more, confirmed cases.

Telling the OP's husband to go there is ridiculous. However asking for a number to contact the restaurant would be better than going to the front desk. Calling you can be sure your message gets to the right people.

Thanks for the clarification

I also think he should have returned to Boma...he was okay going to the front desk, a short walk down to Boma, with a 'I just wanted to let you know this happened to me...not saying it's food poisoning, but something happened. We don't want anyone else getting sick' type thing.

But, in all honesty? I love AKL, I love the physical resort. BUT...I have had the absolute worst customer service there...on several occasions. I had a horrible housekeeping experience....front desk people didn't really seem to care. I had a left behind item, another time, and front desk wasn't interested in helping at all!!! After my being down right rude, the item was tracked down. Both times I sent off an email to that email address...both times I got a phone call from Disney. Did anything happen after that call? I don't know, don't much care. I just wanted to feel as if someone at Disney cared!

So, yes, send off an email...with any names, times, dates you can remember! Just one of those experiences would be enough to warrant an email from me....all of them is just inexcusable!!!!

He didn't dine at Boma he at in AK at Tusker House

 

[rebster]

I can explain in a little more detail about Tusker House. He felt ill walking around the park after eating and couldn't go on any rides. Then he just said he had to go back. I initially thought maybe he was tired from the flight. On the way out of the park he started vomiting. He got back and vomited on and off for a few more hours and then started to improve. He went down to the desk ( I had taken our 1 and 2 year old out so they didn't bother him) and wanted to let them know so they could let the restaurant know. He also wanted to know how he could purchase (Not be given) another day in the park as one had been used. They were unable to give him a number for Tusker House or refused and told him he had to go to the restaurant to discuss it with them. He went down to the bus stop and fell asleep on the bench and a kind stranger woke him up and then he vomited again and he decided it wasn't worth it. His choice...but he was clearly ill. When I spoke with them, they again refused to give us any contact info for Tusker house and said we would have take time to enter the park to let them know what happened....time outside of our limited days in the parks. I felt this was not ok. We did not ask compensation and did not expect it. Disney is nice enough to give us a discount on Military tickets. We purchased him another day at full price in the parks and he took my 1 year old on a date to MK one afternoon with it. We certainly were going to enjoy our trip to the best of our ability despite the roadblocks we encountered. My biggest issue is that they couldn't even pretend to care at AKL. I have written them about their accusations that I was lying, inability to address our concerns in any practical way, and complete lack of sympathy or caring. Thanks for all your advice. I really appreciate it.

 

[Marthasor]

I can explain in a little more detail about Tusker House. He felt ill walking around the park after eating and couldn't go on any rides. Then he just said he had to go back. I initially thought maybe he was tired from the flight. On the way out of the park he started vomiting. He got back and vomited on and off for a few more hours and then started to improve. He went down to the desk ( I had taken our 1 and 2 year old out so they didn't bother him) and wanted to let them know so they could let the restaurant know. He also wanted to know how he could purchase (Not be given) another day in the park as one had been used. They were unable to give him a number for Tusker House or refused and told him he had to go to the restaurant to discuss it with them. He went down to the bus stop and fell asleep on the bench and a kind stranger woke him up and then he vomited again and he decided it wasn't worth it. His choice...but he was clearly ill. When I spoke with them, they again refused to give us any contact info for Tusker house and said we would have take time to enter the park to let them know what happened....time outside of our limited days in the parks. I felt this was not ok. We did not ask compensation and did not expect it. Disney is nice enough to give us a discount on Military tickets. We purchased him another day at full price in the parks and he took my 1 year old on a date to MK one afternoon with it. We certainly were going to enjoy our trip to the best of our ability despite the roadblocks we encountered. My biggest issue is that they couldn't even pretend to care at AKL. I have written them about their accusations that I was lying, inability to address our concerns in any practical way, and complete lack of sympathy or caring. Thanks for all your advice. I really appreciate it.

Ah yes. Welcome to WDW customer service. WDW is great when nothing goes wrong, but when something does, this type of attitude and service is, unfortunately, what I've come to expect. CM's don't want to help, they give you non-answers, they pass the buck, somehow it's the guest's fault and you have to carve time out of your precious park days to solve the problems they've created.

I'm sure they will contact you. I've have e-mailed them twice - once with a good story and once with a bad one - and I've always gotten a phone call. I hope they listen and correct the situation in some way.

 

[maxiesmom]

I can explain in a little more detail about Tusker House. He felt ill walking around the park after eating and couldn't go on any rides. Then he just said he had to go back. I initially thought maybe he was tired from the flight. On the way out of the park he started vomiting. He got back and vomited on and off for a few more hours and then started to improve. He went down to the desk ( I had taken our 1 and 2 year old out so they didn't bother him) and wanted to let them know so they could let the restaurant know. He also wanted to know how he could purchase (Not be given) another day in the park as one had been used. They were unable to give him a number for Tusker House or refused and told him he had to go to the restaurant to discuss it with them. He went down to the bus stop and fell asleep on the bench and a kind stranger woke him up and then he vomited again and he decided it wasn't worth it. His choice...but he was clearly ill. When I spoke with them, they again refused to give us any contact info for Tusker house and said we would have take time to enter the park to let them know what happened....time outside of our limited days in the parks. I felt this was not ok. We did not ask compensation and did not expect it. Disney is nice enough to give us a discount on Military tickets. We purchased him another day at full price in the parks and he took my 1 year old on a date to MK one afternoon with it. We certainly were going to enjoy our trip to the best of our ability despite the roadblocks we encountered. My biggest issue is that they couldn't even pretend to care at AKL. I have written them about their accusations that I was lying, inability to address our concerns in any practical way, and complete lack of sympathy or caring. Thanks for all your advice. I really appreciate it.

Yeah, they treated your family horribly. Hopefully someone will call you and discuss what went on. Disney is usually pretty good about that.

 

[techtony]

1. Food poisoning - most cases are not due to food, but in fact soap residue left on plates and utensils after cleaning. That is just an FYI for everybody on the boards. There is NO EXCUSE for them not taking you seriously - no matter what the cause. I have had crazy people out and out lie to me, but as a representative of the company, I always empathized with them, and tried to make whatever it is a better situation. Sometimes a simple - "I am sorry that happened, let me see what I can do for you" can make a huge difference. This is your vacation - you are supposed to be pampered (within reason) and you should expect and receive excellent customer service. If they had just told you that they would look into it and thank you for bringing it to their attention, I am sure you would have been fine with that - any normal sane person would be.

2. Glasses Breaking - I hate to say it, but glasses break. I have worn glasses since I was 6 years old. I know that anything can happen. Just like your dad - I always have a spare pair just in case something like this happens. The CM should have reported it immediately to the manager. You should not have done anything. That CM probably was in fear for her job, but in reality things happen at work- things break. If it was intentional that is another story altogether.

3. Dessert Party - this ticks me off! In my opinion, they should never cancel that for a private party - they should move the private party to somewhere else, or they should have accommodated those that had reserved it ahead of time in a different area or offered something different.

4. Dinner at Germany - This is actually OK with me. They get busy and they cannot always celebrate everyones birthday. I would have alerted the hostess that we were celebrating a birthday and I would have brought my own celebration with me - candles, a gift, etc. and I would have doctored up a cupcake or that yummy german chocolate cake they serve with the candles. I don't put others in charge of celebrations with family. That is just me though. With that said - the CM on the phone that made the Germany rez for you should never speak for the restaurant. They have no idea what the staff will do when you arrive.

Your trip sucked, yes. Disney was at fault yes. But personally, I would not let it spoil my trip or taint my views of Disney. All of this could have been made better by Disney, but in the end - I would have let it roll off my back. That does not excuse their ignorance though.

 

[erm33]

Email them, I've found them to be 100 times better customer service wise via the email than at guest services at the parks or wherever. Infact guest services at the parks were just terrible, whereas when I emailed I had such a nice guy reply and apologise instantly and went about fixing the issue as best he could which is all I expected guest services to do at the time.

 

[Amanda999]

OP, FWIW, at Biergarten all the do for birthdays is announce the names all at once at the start of the 'show,' which runs approximately every 30 minutes IIRC. I.e., it's easy to miss. And, it's a secret as to how to get them to announce the birthday boy's name: you have to know to tell your server, who then tells the band on the dance floor. (It contrast, all other restaurants sing and/or bring a small cupcake. We go annually on my birthday so I've done alot of them at WDW.)

Meaning, if you go to the bathroom or buffet or are talking to the server when the Biergarten band guy announces the birthdays, you can easily miss it.

(And, while they did announce my birthday at Biergarten, they got my gender wrong, mispronounced my name, and then made fun of my name. Seriously. $160 plus tip for our family of 4 (two of which are kids who were 9 and ate little).)

I guess I'm just writing to say I feel your pain!

 

[kandb]

I am a health inspector and have investigated numerous foodborne illness complaints. It is impossible to say that the poster's husband had a foodborne illness. Most foodborne illnesses do not become symptomatic a few hours after you have eaten, unless it is toxin which is rare. You cannot diagnose a foodborne illness by symptoms, as the symptoms for the common "norovirus" are the same.

As far as the pp saying that most stomach illnesses are due to soap residue on the dishes. I have NEVER heard of such a thing and do not believe that is true at all. Any documentation to support that comment?

 

[rebster]

Of course it is impossible to say for sure. His symptoms followed the course of a toxin, and I wanted to make sure they knew in case others were sick. The issue was how unhelpful they were in every way. I was not upset that he was sick...that happens. It could have happened anywhere. It is a fact of life. I am sorry if that was not clear.

 

[pbruce706]

I have a saying I give to my staff, and I've always attributed it the Disney organization, "The customer may not always be right, but they are never wrong."

There are a lot of failures here in customer service. You definitely should bring these to the attention of management so that they can investigate and help train staff so that no one else goes through multiple issues.

No company is perfect, and mistakes / failures happen, but the real indicator is what does a company do when they've made a mistake to help the customer feel like they've been listened to and show how they are taking steps to ensure it doesn't happen again.