it was a couple of years ago and i was staying onsite at the tree house villas at disney institute, we were waiting for a pcik up to take us to the lobby so we could check out. I had called an hour before and was told a cm would be by to pick us up so an hour passes mears is waiting and still no pick up, i called the front desk again, was told the last person went on lunch and did not tell the next person, blah blah blah, i was livid i had a plane to catch not into excuses at this point, i was using cash to pay my bill my card only had about 400 left avail credit and my bill was about 800. i get to the lobby and it was packed, long lines, long waits, so i left, i figured they would charge the 400.00 and bill me for the rest, well a week later i got a phone call from someone letting me know i had not paid my bill, by this time i paid the cc and called to tell them they could just charge it, before i did i told them how i had been waiting almost missed my plane, etc,etc, the person told me they would call me back, (there was so much more that happened but i did not want to type it all out but it was a bad very bad experience, i was glad i took names)
anyway to make a long story short i never got a call back but i got a letter in the mail from disney apologizing for the experience and letting me know they credited my entire bill, i was really amazed, i was prepared to pay and i never expected anything in return i was just making them aware of my experience, this is when i knew disney was committed to customer service.