What is the email address for guest services to voice concerns/complaints?

[SeiterClan]

Wondering how to best contact Disney regarding my experience this past weekend & what any fellow DISers have experienced when they have contacted them ie. have you received any type of compensation or just a polite "thank you for letting us know" type response?

 

[figment_jii]

I've used the online "contact us" form to send in comments.
https://disneyland.disney.go.com/help/email/

In terms of response, lately I've always gotten a call back or some kind of acknowledgement that they're received the comment. In terms of compensation, it probably depends on what the issue was, but I have not (generally) received anything more than a "thank you for the feedback, we'll let the appropriate people know" regardless of whether the comment was about a paid activity or not. So, I would not expect to get anything.

 

[theluckyrabbit]

Depending on the situation and type of complaint, sometimes Disney will compensate a guest with something like FPs. But that requires that the complaint be made in person at City Hall or at the Chamber of Commerce. We use both the in person cards at the parks and the online comment page. Usually we receive a call or an email responding to our comment (compliment or complaint). If the issue is specific, the CM will leave a contact number for us to continue the conversation. That happened the last time we left a comment about S55. We never expect compensation, but are always pleasantly surprised and grateful if we do get something. Our goal is only to help make Disney a better place and a better experience for other guests.

 

[hanna-nana]

I used the online link to send my feedback about the PTN dining package at BB when they were apparently having issues with it. I made it clear I was just sending feedback so they could improve the situation. We were staying a week at the DLH, 2 room suite, 7 of us, somobviously spending a chunk of money. The next day I got a call and they offered us VIP seating at the partners statue to try again with the parade the next night. I was not expecting it, and didn't know if we'd take advantage of it because of our schedule. We ended up going and it was a great experience.

 

[wilkeliza]

Wondering how to best contact Disney regarding my experience this past weekend & what any fellow DISers have experienced when they have contacted them ie. have you received any type of compensation or just a polite "thank you for letting us know" type response?

Really depends on the situation. If you go in looking for compensation you'll typically be met with no response or a response from lawyers. If you go in simply stating what was wrong and how it affected your vacation with the hopes that they take the feedback as a means of improvement then you will be met better and who knows what will happen. Sometimes yes it is a polite we will pass this on to the right managers to have it addressed and sometimes there is compensation involved. It fully depends om what the issue was.

 

[starshine514]

I use the online form. They have given me things once or twice. In general, I get a thank you, we'll pass along the feedback - which is generally what I want. I also don't always complain; I also tell them about things they are doing right, cast members that went above and beyond, etc. Since my daughter has food allergies, lately most of my comments are based on that - places that did a great job and places that need improvement.

 

[lcp9]

We come from Idaho, and are once (maybe twice) a year type of guests. Long story short, during PTN I sat with a blanket for 1.5 hours to hold a spot, 20 mins before the parade my toddler had to go to the bathroom and my husband wasn't back from using his Indy FP yet, so I had to leave and someone (not sure if a CM or not) moved the stroller and someone took our spot, CMs had to try to track it down, and I have kids 5, 3, and 1 and honestly for the 5 and 3 year old the parade is the best part of their trip. SO. I emailed guest services to let them know it was kind of a damper on what is typically a great trip, and also looking for clarification (will a CM move your stroller if no one is attending it, because I saw a bunch of unattended blankets that were not moved.) I think the blanket thing is ridiculous anyway, but I'm not sure there's any way around that at this point. I wasn't really looking for anything, other than voicing a general comment about how parade seating is handled and it's disappointing some people's strollers weren't moved and mine was, when I was only gone for 15 mins taking a kid to the bathroom. They were super nice in addressing it, and invited me to call them prior to our next trip for VIP seating to any entertainment. Unfortunately at that point PTN was gone, but we used it for WOC (which my kids have never been able to see because of the crowds.) Unexpected, and really nice of them when it's questionable who actually moved our stuff and what had gone on. Interestingly she said she wasn't sure what the deal was with parade seating which leads me to believe it's kind of a free for all. Anyway, I just emailed instead of going to city hall, and they called me and followed up.

 

[mom2rtk]

We come from Idaho, and are once (maybe twice) a year type of guests. Long story short, during PTN I sat with a blanket for 1.5 hours to hold a spot, 20 mins before the parade my toddler had to go to the bathroom and my husband wasn't back from using his Indy FP yet, so I had to leave and someone (not sure if a CM or not) moved the stroller and someone took our spot, CMs had to try to track it down, and I have kids 5, 3, and 1 and honestly for the 5 and 3 year old the parade is the best part of their trip. SO. I emailed guest services to let them know it was kind of a damper on what is typically a great trip, and also looking for clarification (will a CM move your stroller if no one is attending it, because I saw a bunch of unattended blankets that were not moved.) I think the blanket thing is ridiculous anyway, but I'm not sure there's any way around that at this point. I wasn't really looking for anything, other than voicing a general comment about how parade seating is handled and it's disappointing some people's strollers weren't moved and mine was, when I was only gone for 15 mins taking a kid to the bathroom. They were super nice in addressing it, and invited me to call them prior to our next trip for VIP seating to any entertainment. Unfortunately at that point PTN was gone, but we used it for WOC (which my kids have never been able to see because of the crowds.) Unexpected, and really nice of them when it's questionable who actually moved our stuff and what had gone on. Interestingly she said she wasn't sure what the deal was with parade seating which leads me to believe it's kind of a free for all. Anyway, I just emailed instead of going to city hall, and they called me and followed up.

That was really nice of them. But honestly, your husband should have been there to hold your spot instead of going off to have fun.

I actually wish they would pick up more unattended blankets.

 

[lcp9]

That was really nice of them. But honestly, your husband should have been there to hold your spot instead of going off to have fun.

I actually wish they would pick up more unattended blankets.

I agree ideally he would have been there, but none of our kids could ride Indy anyway so we thought our (my) time would be best used letting the baby take a nap in the stroller and waiting for the parade to start while he used his FP quickly. Sometimes, 3 year olds just have to pee and you can't wait the 5 mins for your husband to run back from Indy I wouldn't have been nearly as annoyed if other unattended blankets/strollers had been moved also.

 

[lcp9]

That was really nice of them. But honestly, your husband should have been there to hold your spot instead of going off to have fun.

I actually wish they would pick up more unattended blankets.

Additionally, I have taken my kids to Disney by myself on days when he had has a work conference in the area. What if I had been a single mom? Am I not allowed to let my kids watch the parade because I can't necessarily sit there for 2 hours without taking someone to the bathroom? The whole thing is kind of a problem.

 

[Ionan89]

Unattended strollers, if spotted, are fair game to be moved by CMs if there is limited space. Usually they'll ask if it is anybodys. If no one claims it, you'll be lucky if they wait a few minutes until they move it since there are designated spots for empty strollers (also someone probably complained/notified a CM about it being unattended). As for unattended blankets, those get moved a lot less commonly, since there's no designated place to put the moved blankets, also it'd probably be dependent on size. If it's a huge blanket that's unattended, it's more likely to get moved (i.e. confiscated)

 

[lcp9]

Unattended strollers, if spotted, are fair game to be moved by CMs if there is limited space. Usually they'll ask if it is anybodys. If no one claims it, you'll be lucky if they wait a few minutes until they move it since there are designated spots for empty strollers (also someone probably complained/notified a CM about it being unattended). As for unattended blankets, those get moved a lot less commonly, since there's no designated place to put the moved blankets, also it'd probably be dependent on size. If it's a huge blanket that's unattended, it's more likely to get moved (i.e. confiscated)

Yes, I understand all of that. I think the blanket thing is stupid anyway. It was just frustrating at the time to have played the game by taking turns sitting there with my husband and kids for 2 hours, only to have my stroller moved when I left for 15 minutes to take my kid to the bathroom so she didn't pee all over main street. And incidentally, it was 15 minutes because the Carnation cafe bathroom had a line of 20 people and my kid was just going to pee in line, so I had to take her + the 2 others to the Plaza Inn. I suppose I could have left my baby and 5 year old there to guard the spot but I didn't particularly want CPS called on me

 

[maxiesmom]

Additionally, I have taken my kids to Disney by myself on days when he had has a work conference in the area. What if I had been a single mom? Am I not allowed to let my kids watch the parade because I can't necessarily sit there for 2 hours without taking someone to the bathroom? The whole thing is kind of a problem.

Unfortunately that is a problem you have when you become a parent. Some things are just harder or almost impossible. I think the best you could have done is to ask one of the people next to you to hold your spot for you. If only your blanket was moved I bet it wasn't a CM but someone who watched you leave and took advantage.

 

[SMD]

15 minutes is a long time for an unattended stroller to be left on Main St. Parade or no, I'd expect it to be moved into a stroller parking area.

 

[Ionan89]

Yes, I understand all of that. I think the blanket thing is stupid anyway. It was just frustrating at the time to have played the game by taking turns sitting there with my husband and kids for 2 hours, only to have my stroller moved when I left for 15 minutes to take my kid to the bathroom so she didn't pee all over main street. And incidentally, it was 15 minutes because the Carnation cafe bathroom had a line of 20 people and my kid was just going to pee in line, so I had to take her + the 2 others to the Plaza Inn. I suppose I could have left my baby and 5 year old there to guard the spot but I didn't particularly want CPS called on me

Yeah, unfortunately it doesn't matter how long you waited, once you're gone and your stuff is left unattended, it's free game to be moved if no one claims them, especially on crowded nights. You played the game and lost since being the only parent available to watch over the stuff and children makes it harder, but that's no one else's fault except maybe your husband. On another note, all the restrooms on Main street are way too small for the amount of people that are there, so there's really nothing to get around that, unfortunately.

 

[Kender]

I recently used the online form to contact Disneyland about my experience with the Trams and Security (related incidents, but two different days... I'm hoping to get something typed up at some point about what happened since it involved use of the kennel for a not dog... if I ever stop being lazy... maybe when I'm flying to Florida next week) because I forgot to stop at City Hall before picking up the "troublemaker" (my cat Riley) who was at the heart of the problem from the kennel. I normally prefer to use City Hall because I want to know it was heard then.

That said, I was very surprised at the call I just received this morning apologizing for my experience, promised to forward on the information from the incident for training purposes, and offered compensation in the form of a $20 gift card (the day rate for the kennel). I was really shocked that they offered anything. I certainly did not expect anything and only wanted to address my concerns about the lack of knowledge of the rules from several CMs, but it was definitely a nice gesture on their part. I did end up accepting it and will just see if there's anything to spoil Riley with since she got the brunt of the stress from each situation.

I've also gotten reentry passes when I've alerted CMs to issues during a ride (TSMM had a screen out) which was 100% unexpected. Ended up giving them to some kids I know that ended up with the blank screen too as we exited the ride.

Anywho, personally I prefer the in person chat if possible. But next best is definitely the online feedback form. Gives one time to compose their thoughts and, as the CM I spoke to this morning told me, allow the person handling the case a couple read throughs to better grasp a situation. The acknowledgment of the issue was a pleasant surprise. I would never expect compensation, though, unless it was an especially troubling experience. A call would be low on my list of wanting to submit feedback.

 

[GatorChris]

I emailed them a few weeks back about a problem and never got a response. Not even an email. Very disappointed.

 

[bumbershoot]

will a CM move your stroller if no one is attending it

Absolutely.

Additionally, I have taken my kids to Disney by myself on days when he had has a work conference in the area. What if I had been a single mom? Am I not allowed to let my kids watch the parade because I can't necessarily sit there for 2 hours without taking someone to the bathroom? The whole thing is kind of a problem.

When I've gone with just my son to Disney there are many things we cannot do. Sitting there to save a spot for two hours is one of them unless we are both wearing diapers.

Two hours???? And the kids were ok with that?

FWIW we have only waited for a parade once. And the wait was nowhere near even an hour. And it didn't involve blankets and all three of us were there. We generally either find a spot on the move as we walk by or we pretend the parade doesn't exist.

Next time ask the people around you to help watch your spot if this happens again. Of course it was likely one of the surrounding people that did it, but if you'd asked a few groups maybe it wouldn't have happened.

 

[SeiterClan]

I emailed them a few weeks back about a problem and never got a response. Not even an email. Very disappointed.

Interesting! I emailed them yesterday but have yet to hear anything...I wonder if I will. :/

 

[SeiterClan]

We come from Idaho, and are once (maybe twice) a year type of guests. Long story short, during PTN I sat with a blanket for 1.5 hours to hold a spot, 20 mins before the parade my toddler had to go to the bathroom and my husband wasn't back from using his Indy FP yet, so I had to leave and someone (not sure if a CM or not) moved the stroller and someone took our spot, CMs had to try to track it down, and I have kids 5, 3, and 1 and honestly for the 5 and 3 year old the parade is the best part of their trip. SO. I emailed guest services to let them know it was kind of a damper on what is typically a great trip, and also looking for clarification (will a CM move your stroller if no one is attending it, because I saw a bunch of unattended blankets that were not moved.) I think the blanket thing is ridiculous anyway, but I'm not sure there's any way around that at this point. I wasn't really looking for anything, other than voicing a general comment about how parade seating is handled and it's disappointing some people's strollers weren't moved and mine was, when I was only gone for 15 mins taking a kid to the bathroom. They were super nice in addressing it, and invited me to call them prior to our next trip for VIP seating to any entertainment. Unfortunately at that point PTN was gone, but we used it for WOC (which my kids have never been able to see because of the crowds.) Unexpected, and really nice of them when it's questionable who actually moved our stuff and what had gone on. Interestingly she said she wasn't sure what the deal was with parade seating which leads me to believe it's kind of a free for all. Anyway, I just emailed instead of going to city hall, and they called me and followed up.

Thank you for sharing your experience! My issue is sort of related. :/ How long did it take for you to get a response & how did they contact you? Thanks for your input.