Who do I complain to?

[dianeschlicht]

They have resort maps at their fingertips. Anywhere you go, even at the actual front desk, you are going to find people who are not as knowledgeable as others, but they do try. Point is, people need to stop thinking that when they pick up the phone and dial "0" that they are talking to someone who is actually "down at the front desk" who works at the resort and can do something directly to fix their problem. They can answer questions and refer or transfer you to a more appropriate department, but cannot fix your A/C or change your room.

The guest has a responsibility, too, and that is to be proactive about any issue you have WHEN you are having them and not, as a PP said, wait to write a nasty-gram when you get home.

I totally agree.

 

[VrBchJ]

Graygables, thanks for your excellent explanation of front desk vs. call center. I personally have never had an issue that required a manager or front desk assistance but I will file this away for future reference.