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

[lcp9]

Absolutely.



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.

It was towards the end of the Paint the Night run, and it was the 4th day of a 4 day trip, and every other time we missed decent parade seats because we had the nerve to try to line up only an hour ahead of time It was what it was. Hopefully it won't be that bad once it returns. Yes, I could have asked someone, but the irony is that surrounding us were empty blankets/chairs. Anyway, whatever, it's over. I was just trying to give the OP an example of successful utilization of the guest services email, not take the thread OT with what I should have done differently.

 

[SeiterClan]

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.

Do you remember how long it took for you to get a response back? I emailed them yesterday using the online form & wondered when I should expect a response back, if any. :/

 

[SeiterClan]

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.

Thanks for sharing your experience. I emailed them via the online form yesterday & while I don't expect any sort of compensation I would like them to acknowledge my concerns. How long did it take for them to contact you back?

 

[wilkeliza]

Thanks for sharing your experience. I emailed them via the online form yesterday & while I don't expect any sort of compensation I would like them to acknowledge my concerns. How long did it take for them to contact you back?

At minimum it is 72 hours but it can take longer. It really depends how many emails they have received.

 

[Kender]

Thanks for sharing your experience. I emailed them via the online form yesterday & while I don't expect any sort of compensation I would like them to acknowledge my concerns. How long did it take for them to contact you back?

Yeah, like said above, it can take longer. I contacted on January 30, but I got the call back on February 7.

 

[maxiesmom]

Thanks for sharing your experience. I emailed them via the online form yesterday & while I don't expect any sort of compensation I would like them to acknowledge my concerns. How long did it take for them to contact you back?

I'm curious as to what you think they should do? Disallow any blankets? I'm curious as to what you think the fix is, besides guests having to hold their own spots.

 

[Malcon10t]

I usually get a response within 5 days. Sometimes it is email, often it is a phone call. They've usually been very fair with me. I have received dining credits and VIP seating for various issues, but like someone above said, I usually send compliments also. I try to email something each visit, usually a compliment on something I really enjoyed.

 

[Malcon10t]

To the OP, when we "stake out" an area, we usually make friends with the people around us. Now, there are usually a minimum of 4-5 there, with maybe 2 smaller children, so we never run into your issue. But since we do make friends, we do get asked to watch a spot for someone. The issue you ran into was being gone 15 mins, someone notified a CM of an abandoned stroller, or more likely, someone moved it themselves. When we've had similar issues we usually say "No, they are with us and just ran to the restroom." I'm sorry your hubby couldn't make it back sooner. Hopefully he at least used a FP in line...

 

[DisneyJamieCA]

I used the email form after issues with the Frozen show during our Nov. trip. I made it clear in my email though that I wasn't looking for anything, but that there were some serious safety issues they needed to be made aware of and fix. I received a phone call a few weeks later with an apology and letting me know they were sending my email to the head of the correct department (I forget which one now). I haven't heard anything from that, but I didn't really expect to.

On an aside, since part of the issue had to do with my daughter being in a wheelchair and her safety, I have to bow down to all of you who need to use wheelchairs/EVCs on a regular basis. I had no idea how invisible you are to other guests; if I ever acted that way, my sincere apologies.

 

[Astylla]

I've always received phone calls on concerns and just having someone who sounds legitimately concerned about my experience makes a huge difference. I've made a careeer in customer service and understand that no company or business is ever going to have all the right answers or be able to please or facilitate everyone and every request. However how we choose to handle said situations can affect the final feelings on it.

I recall when trying to secure reservations for Trick or Tea which proved impossible I decided to call just to check. I spend all day on the phone myself so I understand what it's like to repeat THE same information over and over but in a service role it's our responsibility not just our job not to be complacent. Every guest deserves our attention as if it was our first one of the day or the year. The person who answered for me was very short , basically told me "good luck " and didn't want to try because he knew already. What the person didn't know is that this was the first year I allowed myself to celebrate Halloween since my mom died 11 years ago. I cried for almost 10 minutes after because I felt hurt by the lack of customer service I always experienced.

A little over a week later while at Disneyland no less I got a call and the individual even went out of her way to see if she could check for me without prompting. When I explained the situation she was empathetic and just listened. It's all I needed and thanked her. I meant it.

 

[SeiterClan]

I'm curious as to what you think they should do? Disallow any blankets? I'm curious as to what you think the fix is, besides guests having to hold their own spots.

I personally think blankets are fine as long as there is someone there willing to "hold down the fort" so to speak. I don't think anyone should expect to lay down a blanket to save their spot & then leave to ride rides, etc. to hope that their spot is still there. As a mom with six kids, it would be hard to get them all to hang out for 2+ hours to wait for a parade but I don't mind putting in some time so ensure they are able to enjoy a great view of the parade without being pushed out. I feel that the blanket helps set "boundaries" that keep people from forcing themselves into our space. Sadly that is what I think you have to do to enjoy a parade at Disneyland these days!

 

[lcp9]

I'm sorry I didn't respond to your timeframe question - I want to say it was a couple of days? And I got a phone call in response to my email. Honestly the call would have been more than enough - it was nice to feel like someone actually heard my feedback. The whole point of my email was to share with them that as someone of what is probably a target demographic (a family buying multi-day tickets who blows money on crap like the castle package at BBB), its disappointing that my kids can't see the parade unless we sit there for 2 hours. Which is what the stakeout time was for PTN, at the time. And as disney is pretty kid-oriented, that's not exactly the experience I pay $100/day per person to have. I made sure to point out every other aspect of our trip was excellent, but the parade situation puts a damper on things as it's the part my kids look forward to the most.

 

[hanna-nana]

Do you remember how long it took for you to get a response back? I emailed them yesterday using the online form & wondered when I should expect a response back, if any. :/

Less than 24 hrs. I sent it that night and the next day around noon got a call.

 

[theluckyrabbit]

For us it usually takes 2 or 3 days, no longer than that.

 

[maxiesmom]

I'm not sure what the solution would be. We have a couple local parades in my home town, and there is the same problem. Except people can leave blankets out without them being bothered, but you have to get a spot along the parade route at Midnight to put one out. I'm not kidding.

I understand it is a pain in the rear to have to hold down a spot, but I don't know what the solution to it could be.

 

[mom2rtk]

I'm sorry I didn't respond to your timeframe question - I want to say it was a couple of days? And I got a phone call in response to my email. Honestly the call would have been more than enough - it was nice to feel like someone actually heard my feedback. The whole point of my email was to share with them that as someone of what is probably a target demographic (a family buying multi-day tickets who blows money on crap like the castle package at BBB), its disappointing that my kids can't see the parade unless we sit there for 2 hours. Which is what the stakeout time was for PTN, at the time. And as disney is pretty kid-oriented, that's not exactly the experience I pay $100/day per person to have. I made sure to point out every other aspect of our trip was excellent, but the parade situation puts a damper on things as it's the part my kids look forward to the most.

I'm curious what you think the answer is? Should they allow unmanned blankets? How long should they stand there watching it before moving it aside?

 

[DisneyJamieCA]

I'm not sure what the solution would be. We have a couple local parades in my home town, and there is the same problem. Except people can leave blankets out without them being bothered, but you have to get a spot along the parade route at Midnight to put one out. I'm not kidding.

I understand it is a pain in the rear to have to hold down a spot, but I don't know what the solution to it could be.

I agree with you. For our local hometown parade, people go out before sunrise and leave chairs and blankets for a late afternoon parade. An hour before the parade, there isn't any room to be found.

I don't think there is a solution and I actually think Disney handles it as best they can. And I personally like that the move unattended strollers/blankets. I understand people don't want to devote an hour to waiting, but it doesn't mean it's unfair if somebody else chooses to spend their time that way.

For the poster who had their stroller moved, I've read your reasoning for needing to do so, but I think there are things you could do to have helped the situation. We have always made friends with the people around us while we wait, so covering for each other if one has to run to the bathroom becomes the norm. And yes I did it for a single mom while she had to take her two littles to the bathroom. Just a suggestion if you ever find yourself in that position again.

 

[lcp9]

I'm curious what you think the answer is? Should they allow unmanned blankets? How long should they stand there watching it before moving it aside?

I don't know. That's why I pay disney the big bucks an unpopular opinion in sure, but I wouldn't mind them considerably raising park prices if it meant you didn't have to waste 2 hours waiting.

I'll reiterate that 1. I do not necessarily think they did the wrong thing, but it was very frustrating especially in light of the empty blankets/strollers around me that were not moved and 2. I could not ask someone to watch our stroller at the time we needed to leave because the strollers and blankets around me were empty.

 

[lcp9]

I agree with you. For our local hometown parade, people go out before sunrise and leave chairs and blankets for a late afternoon parade. An hour before the parade, there isn't any room to be found.

I don't think there is a solution and I actually think Disney handles it as best they can. And I personally like that the move unattended strollers/blankets. I understand people don't want to devote an hour to waiting, but it doesn't mean it's unfair if somebody else chooses to spend their time that way.

For the poster who had their stroller moved, I've read your reasoning for needing to do so, but I think there are things you could do to have helped the situation. We have always made friends with the people around us while we wait, so covering for each other if one has to run to the bathroom becomes the norm. And yes I did it for a single mom while she had to take her two littles to the bathroom. Just a suggestion if you ever find yourself in that position again.

I agree, but I'll reiterate at the time we needed to leave our blanket the strollers and blankets around us were also empty, and there wasn't a cast member in the immediate vicinity.

ETA I should also add at the time I didn't know there was a dinner/reserved seating for the parade - if it's available for a nighttime parade my kids are interested in I would definitely do that next time.

 

[bumbershoot]

It was towards the end of the Paint the Night run, and it was the 4th day of a 4 day trip, and every other time we missed decent parade seats because we had the nerve to try to line up only an hour ahead of time It was what it was. Hopefully it won't be that bad once it returns. Yes, I could have asked someone, but the irony is that surrounding us were empty blankets/chairs. Anyway, whatever, it's over. I was just trying to give the OP an example of successful utilization of the guest services email, not take the thread OT with what I should have done differently.

Sorry, I wasn't paying attention to names (easier that way) or dates (clueless of me) and I thought you were the op following up.

That's why I pay disney the big bucks an unpopular opinion in sure, but I wouldn't mind them considerably raising park prices if it meant you didn't have to waste 2 hours waiting.

Sure would be frustrating for those of us who don't much care about parades.

Actually we did do something to sort of save a spot for a parade. We paid for the blue bayou meal with the reserved spot. Dh and DS liked it but I could have done without. If it's not the old Christmas fantasy parade I have no use for it.