Where to send complaint letter?

[yyzgurl]

Hi all,

Since this forum is usually so helpful, I figured you guys could give me a better answer than Disney.

Here's the background:

My family of four (DH, DS(3Y), DD(4M), and myself) checked into Pop Century hotel on August 25th with a check out of September 1st. The hotel room was used solely as a "resting room" for our afternoon downtime with the kids. We requested a crib and it was brought to the room. We put our own linen and blanket into the crib. However, when we returned a couple of days later, we noticed that housekeeping removed our crib with our linens and blanket inside. I promptly called housekeeping and was informed that it probably went to laundry and when it came back it would be returned to us.

They promptly brought us another crib with a Disney sheet with no blanket claiming they don't have blankets. To make a long story short, the next day housekeeping removed our crib again after I left a note on the crib asking them to not remove the crib as our check out was September 1st. We also put the "do not disturb" tag on our door. I also noticed that a couple of other things were missing that we had left in the room. A couple of Disney souveniers and my very favourite watch that cost $3000.00! I know it's my fault for forgetting it in the room the day before and I know Disney is not liable for lost or stolen items but it was very disheartening to know that someone stole it. Now I am MAD. I call down to housekeeping and they are of no help. They brought another crib and left. I tried to get in touch with the Manager but kept playing phone tag with him. Front desk and housekeeping agreed that the maid must have assumed we were checked out because of the lack of luggage in the room. However, they have paperwork to check against which clearly states that we did NOT check out. Out items should not have been cleared from our room.

To my dismay, this was not rectified before we left but we had a plane to catch! In any case, I spoke with two managers since then but nothing has been done. They keep telling me that they are "working on it" but I am quite skeptical about this. I have written a long letter of complaint but have no idea who to send it to. I would like to email it and send it to as many Disney higher ups as possible. Would anyone be kind enough to provide this information?

Thanks for reading!
Janet

 

[mickaholic4077]

I'm sorry I can't help you,but I wanted to bump this up so someone who knows the email address or snailmail address of guest relations could help you,

 

[DizneyNutz]

Don't know what what one of these things are, but I can tell you they would have had to cut it off my cold DEAD body!!!!!!!! So sorry I am not in your league!!!

 

[NancyIL]

It's a shame some of your belongings were missing, but I gotta wonder why you would bring a $3000 watch to WDW in the first place! Next time - use your room safe.

 

[TENIA66]

i hope you find some answers, sorry for the bad time!!

 

[Sammie]

Send your letter to:
Walt Disney World Guest Communications
PO Box 10040
Lake Buena Vista, FL 32830-0040

Since you were not occupying the room full time, possibly your watch is in in Lost and Found.

 

[klh999]

Send your letter to:
Walt Disney World Guest Communications
PO Box 10040
Lake Buena Vista, FL 32830-0040

Since you were not occupying the room full time, possibly your watch is in in Lost and Found.

As to the crib, again since you were not there, maybe a guest with a small child that needed it to sleep in over night needed one and they knew you were not using it at night.

Why did you book a room you did not stay in.

A little harsh of a comment... she paid for the room, she should do as she pleases with the room!! They should and must have enough cribs to accomodate everyone who wants a crib. Sorry this happened to you. On our last trip to the world, I found that the staff lacked the magic.

 

[klh999]

Send your letter to:
Walt Disney World Guest Communications
PO Box 10040
Lake Buena Vista, FL 32830-0040

Since you were not occupying the room full time, possibly your watch is in in Lost and Found.

As to the crib, again since you were not there, maybe a guest with a small child that needed it to sleep in over night needed one and they knew you were not using it at night.

Why did you book a room you did not stay in.

A little harsh... she paid for them, she should do as she pleases with the room!! They should and must have enough cribs to accomodate everyone who wants a crib. Sorry this happened to you. On our last trip to the world, I found that the staff lacked the magic.

 

[Sammie]

How and what is harsh?

I did not say she was wrong, I offered a possible explanation. She did not pay for a crib, they are a as needed request. Same with other items, such as irons etc. If you are not using it then sometimes housekeeping removes them.

 

[safetymom]

The DIS is about helping others. Posters are trying to offer suggestions. Please keep this thread helpful or it will be closed.

Are you sure the watch was in that room? I don't understand why management didn't do something while you were there.

 

[*Fantasia*]

How and what is harsh?

I did not say she was wrong, I offered a possible explanation. She did not pay for a crib, they are a as needed request. Same with other items, such as irons etc. If you are not using it then sometimes housekeeping removes them.

Why would the housekeeping remove it if... read from the OP

I left a note on the crib asking them to not remove the crib as our check out was September 1st. We also put the "do not disturb" tag on our door.

The housekeeper obviously do not pay attention on what is in the crib. It's not Disney's linen and blanket, it was the guests' linen and blanket. Just like if I put my own bedsheet on the bed, then the housekeeper should not take it.

 

[Schmeck]

A little harsh... she paid for them, she should do as she pleases with the room!! They should and must have enough cribs to accomodate everyone who wants a crib. Sorry this happened to you. On our last trip to the world, I found that the staff lacked the magic.

They do not have to have enough cribs to accomodate everyone who wants one, it's first come, first served. The idea that they have 1-2 cribs for every single room on Disney property makes me want to buy stock in crib manufacturing companies!

 

[Sammie]

Why would the housekeeping remove it if... read from the OP


The housekeeper obviously do not pay attention on what is in the crib. It's not Disney's linen and blanket, it was the guests' linen and blanket. Just like if I put my own bedsheet on the bed, then the housekeeper should not take it.

Thanks Fantasia, I missed that about leaving the blanket. As to the note, I doubt housekeeping could read it, many can't read English.

I am not saying housekeeping was right, they weren't. I just think that it would be easy to lose things when one is staying in two places and it would be a hassle to me just for naps. Just my opinion though.

I did offer the OP the address so at least she can write them.

 

[yyzgurl]

Thanks to those who have tried to help.

When I booked the room, I asked CRO if I would be able to keep a crib in my room even if I wouldn't be using it every day. They said, "no problem, they have plenty". We also went at low season (very end of August) and the hotel was relatively empty. I highly doubt that crib shortage was the issue as everytime I requested a new one, they did not have trouble locating one.

As for the watch, whether it was $30 or $3000, it shouldn't have been stolen. I already asked lost and found and was told they didn't have it.

As I stated in the original post, the room was our "resting room" so we didn't have to travel so far back to our resort just for a short break.

What should I expect as compensation? I highly doubt anything can be done about the watch, but what about our linens and blankets and such? These were obviously taken by housekeeping along with the crib. The linen and blankets themselves cost over $300 and I would hope that Disney would reimburse me for those.

Thanks again!
J

 

[kaysmommie]

Thanks to those who have tried to help.

When I booked the room, I asked CRO if I would be able to keep a crib in my room even if I wouldn't be using it every day. They said, "no problem, they have plenty". We also went at low season (very end of August) and the hotel was relatively empty. I highly doubt that crib shortage was the issue as everytime I requested a new one, they did not have trouble locating one.

As for the watch, whether it was $30 or $3000, it shouldn't have been stolen. I already asked lost and found and was told they didn't have it.

As I stated in the original post, the room was our "resting room" so we didn't have to travel so far back to our resort just for a short break.

What should I expect as compensation? I highly doubt anything can be done about the watch, but what about our linens and blankets and such? These were obviously taken by housekeeping along with the crib. The linen and blankets themselves cost over $300 and I would hope that Disney would reimburse me for those.

Thanks again!
J

I'm sorry your stuff got stolen. That sucks. Housekeeping should not have taken your crib bedding to begin with and if you are paying for the room it's your business if you stay there full time or not. I don't know who send a complaint to but hopefully someone else will know and be helpful

 

[Sammie]

Here is the address:

Send your letter to:
Walt Disney World Guest Communications
PO Box 10040
Lake Buena Vista, FL 32830-0040

I am sorry you lost your things. What CRO will tell you and what will happen at the resort is not the same thing. I know from personal experience that cribs, etc are limited and we have had such removed from our room if they thought it was not being used. Just trying to share the reason why it was probably taken. No offense intended.

Good luck with your resolution.

 

[Deb & Bill]

..The linen and blankets themselves cost over $300 and I would hope that Disney would reimburse me for those.

Thanks again!
J

Wow, I didn't think baby sheets and blankets even cost that much. Do you have some receipts or other documentation with their worth that you could pass on to Disney? I'm sure they'll want something to prove that they cost that much in order to reimburse you. With linens that valuable, they may ask you to claim it on your homeowners insurance along with your watch.

Did you use the safe at Pop Century for your watch or did you leave it out somewhere? I'd never leave a $3000 watch sitting out anywhere. Like DizneyNutz inferred, I'd be wearing that watch or leaving it in a safe.

 

[Katems]

That's very unfortunate. I'm sorry this happened to you. I'm curious as to why you chose Pop as a resting place. Which hotel was your main hotel??

 

[Mickey Fliers]

The linen and blankets themselves cost over $300 and I would hope that Disney would reimburse me for those.

Thanks again!
J

Holy cow, what kind of linens is your baby sleeping on? Seriously, those are some expensive blankets!!

Anyway, last summer, housekeeping removed my cell phone and digital camera chargers from my room. This happened b/c the former guest reported theirs missing. Long story short, Disney went out of their way to replace the "stolen" items; even buying me a new cell phone when they couldn't locate a charger for my old one. I am sorry that your situation wasn't remedied before your departure.

Good luck!

 

[CPer'sMom]

What should I expect as compensation? I highly doubt anything can be done about the watch, but what about our linens and blankets and such? These were obviously taken by housekeeping along with the crib. The linen and blankets themselves cost over $300 and I would hope that Disney would reimburse me for those.

Sorry to say, but I would really doubt that you will get any compensation for the lost linens and blankets. I'm sure housekeeping simply stripped the crib bedding and added it to the other bedding and towels headed for the laundry. Yes, the housekeeper probably should have noticed that the bedding wasn't "normal" crib bedding for the resort. But, for whatever reason, she didn't. She just pulled off the bedding and didn't even glance twice at it. That really is the chance you take when bringing and using your own bedding. My daughters always bring their own hair towels and hang them in the closet when leaving the room for the day. Last visit one of them forgot to put it into the closet and, sure enough, it was removed along with the rest of the towels that day.

If your letter does reach the *right* Disney management and they decide that they will reimburse you for the lost items for "good customer relations" I would almost guarantee that they will do so for a far lesser amount than you are claiming. They will no doubt go with "reasonable and customary" for a set of crib linens.