What does this letter from Disney mean?

[klmall]

A few months ago I posted comments concerning our disappointments with our Easter stay at the Animal Kingdom Lodge (cell phone conversations heard from other balconies, CM requesting birthday info and then ignoring event, visible billboards and roads from savannah room, PS ignored etc.).

After I sent a letter stating all the above and more to WDW I received a call requesting copies of our tickets etc.

Last week we received the following letter:

"Thank you for taking the time to share your comments with me. We would like to extend to you our personalized assistance with your reservation during your next stay at the Walt Disney World Resort. Please contact our resort team at 407-xxx-xxxx within 10 days of your arrival date after your reservation has been confirmed. We want to ensure your next visit is memorable. I hope your next visit to the Walt Disney World Resort is filled with special memories.

Sincerely,
Michele xxxxxx
Executive Offices
Walt Disney Offices"

Since my husband was terribly upset with the whole trip I am having a horrible time convincing him to ever go again. What do you think this letter indicates WDW will offer?

Thanks for any help and ideas.

Kathy

 

[Luv2Roam]

I don't know for certain, but my guess is you may get a fruit basket and be treated VERY well.
WDW must really be starting to take their complaints to heart.
I finally rec'd my phone call today regarding the letter I wrote on our WDW May stay.
I always point out the good, which far outweighs the bad. But I provide as many details as possible.
I was given a little perk, even though I did not ask for anything. I just wanted to point out some issues that easily could be taken care of for future guests. The gal was from the executive office.
I was given a little advice, that I will be sure to do the next time it is needed. If our room is not as clean as it should be, she suggested I call management and have them send someone up to re-clean the room.
We arrived at our room late the first night, so I wouldn't have done that. But it would have been great if I had them do that the next day while we were in the parks.
I'm not particular, and that room just needed a very good cleaning, as it was very obvious many areas had not been touched in months. The room location was great, so I didn't really want to take the time or trouble to ask to be moved anyway.

 

[seashoreCM]

1. There have been a few times, as related on these boards, where WDW gave people extra special treatment on their next visit.

2. Some things are almost uncontrollable, like people eavesdropping on your cell phone calls or vice versa, or new large billboards on Rte 192 visible because the shielding trees died in the drought.

3. You probably don't want to call long distance. But if you do make another trip, bring the letter down to the resort on the day of arrival and point out that the number is not toll free and then have a talk about the subject matter.

4. Better to address problems when they happen or immediately after they happen. I'm not sure whether anyone has done this, but, for more egregious things, asking to refigure your peak season room rate down to value season rate at the end of your stay is worth a try.

Disney hints:
http://members.aol.com/ajaynejr/disney.htm

 

[jxh1]

On my last visit to WDW in September 2000, my wife and I had a less than magical experience at CBR and I too sent a few emails, then a letter before I got anyone to respond. The woman I spoke with at CBR, apologized to me for our experience, and hinted that they would be willing to "help us out" on our next stay there if we chose to stay at CBR. I asked if I could get that in writing because I wasn't sure when we may go back there (still haven't been back since). Eventually (after a few more letters to Disney), I got a letter from them that basically said the same thing that yours did - as a matter of fact most of it is nearly word for word. I have a feeling that the letter won't get you much, azs I said I haven't given it a try, but I don't think telling them that I have this letter will really get me any better of a deal. I know there are people on here that have gotten free nights, refunds, coupons, etc. after making complaints, but I think it all depends on who you talk with. I wasn't looking for anything free, but it would have been a nice gesture for them to at least make the offer.

Has anyone gotten a letter like this and then called and used it? I'd be VERY interested to hear what they did (if anything) for you.

Thanks!

 

[CaliforniaDreaming]

Usually it means they'll send an executive to your room to inspect it, and you might get some perk (fruit or gift basket, etc) out of them.

 

[mrsmom]

We didn't get in our room until very late, and they are replacing the hopper passes for the that day. but they need your ticket number to be able to show where the free passes went. I hope this help!
Mrsmom

 

[Lewisc]

Maybe a room upgrade or a basket of fruit. PMFJI but I agree with seashore, many of your problems (guests talking on cell phone, trees that didn't adequately screen 192) really aren't a big deal and aren't Disney's fault. PS are not reservations, did you have to wait more than 30 minutes? Did you order something special for the birthday that wasn't done?

 

[eeyore0062]

Hey, it is always worth a try! I figure a complimentary upgrade wouldn't be outside the realm of possibilities. Others are correct, there are just some things that Disney cannot control, like the volume of phone conversations, billboards seen due to death of trees. I mean, this IS Disney, but they don't control everything... it is kind of like complaining about the weather. You just have to deal with it, and make sure you stay elsewhere the next time. Might I suggest an Epcot or monorail resort, and ask for a quiet, remote room?

I would do as the letter suggests and call the 10 days prior to your arrival, and then if you still don't like what they have to offer, it gives you the opportunity to cancel without penalty... if you book the vacation yourself, and don't go through a TA or package deal.

It really sounds like this was a one time thing, and that they are very concerned and want to make up for it. What do you have to loose by trying?

 

[klmall]

Thank you everyone for your thoughts!

I too am unsure what Disney is really saying with this letter.

Since we were paying for a deluxe resort (and have stayed at other Disney deluxe resorts) and never had these kind of problems we felt justified in complaining. For example, no other deluxe has billboards or a regular 4 lane highway in full view of a deluxe room without drought. We waited more than 45 minutes after our PS while those of same party size without PS were seated etc. etc.

My husband is just not convinced that this letter is enough to make reservations and go to Disney again. Just wish I had more info to convince him........I'm the Disney fan in the family and this experience really turned him off.

You guys are great!

Thanks!