Who to Email??

[Kristen'smom]

We just got back from a 4 night stay at the All Star Sport, does anyone know who to email complaints too?

 

[bradk]

(see corrected info below)

 

[Kristen'smom]

This is what I plan on sending - Let me know your thoughts. Thanks


my family and I stayed at the All Star Sports , August 10th- 14th, staying in room 2228. While most of our stay was wonderful, there were a few minor issues we had, one only being major.

1st- Getting a hair dryer for our room took 2 calls to the front desk

2nd- The remote for the TV did not work and I called for another one to be brought up which
took an hour to get.

3rd- There was a pair of shoes under one of the beds that did not belong to us.

4th- Getting laundry bags was impossible, I asked the housekeeping in our building for one and was told that they did not have any, I asked another housekeeping employee on the way to the food court and was told that I would have to get one from my housekeeping in my building. - Needless to say I never received one.

5th- Rude security at the Gate- I had the paper on my dash that I was told to have, then I was stopped to show my room keep and was told very rudely "It would really be helpful if you already had that out that it would speed up our process!"

6th- While checking out in the gift shop, I said something about being tired and the cast member said "Yea you look it"

7th- It always took to flushes for to toilet to complete it's process.

8th- (Here's the biggy)- When we returned from the Water Park on Tuesday to get ready for our much anticipated dinner at O'hana - we return to a leaking ceiling and soggy carpet. I called the front desk twice to get someone to come up. It took and hour for someone to come, then we missed out dinner at O'hana . When maintenance did arrive they took one look and ran upstairs and stayed for about an hour - I wish that someone would have came back down to let us know what was going on - I felt like I had to stay in the room while my family went to the food court to eat. After maintenance was finish with the upstairs room- one man come down and asked if we wanted to change rooms- by this time I was sick on my stomach- I don't know why I was fine up until the smell of the water leaking filled the room - I felt like I was too sick to move rooms and we would be checking out the next day. Then a maintenance man came and and put a tons of towels down to help soak up the water - He was extremely nice about the situation and did what he could for me.
While I was waiting on my family to get back from the food court - I tried just to go to sleep because I was just too sick to do anything. When my family did arrive they found a note stuck in the door saying that someone had came by to clean the carpet and saw that I sleeping. I'm not sure how they knew I was sleeping - which kinda creeped me out.

We have visited WDW several times and have never had any problems - I hope that these issues were just freak things. I just felt like I need to share my experiences on this past trip.

 

[safetymom]

Did you follow up with anyone at the resort when you were there about these issues?

 

[bradk]

sorry, my email was wrong. i need to think more.. it should be wdw.guest.communications@disneyworld.com

 

[Sammie]

You can certainly complain but my personal opinion is that you wanted deluxe service at a budget price.

As to the security guard, I can't believe in this day and age, that anyone would complain about security. Guests complain all the time about possible thefts and then they complain when security does their job.

If you where tired, I am sure you looked tired, what did you want them to say.

Your 8th listing is legitimate so email and let them know about that, sorry but the others seem rather petty.

 

[dannyh23]

Agreed. 1-7 are minor and in my opinion, standard at just about any hotel, regardless of the cost.

How did you want them to handle #8 different than they did?

 

[kapoof]

maybe you also could have kept your ressies and just had the front desk hold your luggage while they switched rooms for you. if water is leaking in your room asking for a new room albeit just for one night isn't much to ask for the hotel and i'm sure they would have done it as you stated they wanted too. then you wouldn't have been sick from the smell and still have made your ressies...this is all hind-sight i know but just something to be learned.

 

[DisneyBride'03]

Complaints 1-7 were minor issues...that could happen in ANY hotel....as far as #8, I would have been on the phone with management to move me to another room..I wouldnt have waited an hour for someone to come, I would have walked to the front desk....
However, everyone reacts differently to situations....Iwould have been upset as well if my room was in your condition
If you choose to write an email, I would suggest leaving out 1-7 and focus on the room incident

 

[daisyduck123]

You can certainly complain but my personal opinion is that you wanted deluxe service at a budget price.

I agree here.

 

[kaytieeldr]

Reconsider what's really worth pointing out. Let me state right now that NONE of this is criticism
1 - No, especially if you did not need the hair dryer immediately.
2 - Not really, especially given that a remote control is not a vital piece of equipment and that the tv could be controlled by turning it on manually, even if that meant watching one channel for the hour.
3 - Yes. Absolutely. The room wasn't checked thoroughly between Guests.
4 - No. I didn't even know Disney provides laundry bags but worst-case scenario, laundry can be transported in one's rolling luggage.
5 - Iffy. Attitude is often subjective. What you consider to be rudely stated could very well just be the CM's standard (and unless he/she was brand new, understood by Disney) way of speaking. And what was said really is just basic information.
6 - Nope. No way. Absolutely NOT. You made a comment, the CM responded. It's called a conversation - and honestly, the response sounds sympathetic to me, not rude.
7 - Yep, although this should REALLY have been addressed as soon as you noticed the problem!!!!!!!!!!!!!!!!

8 - Edited and rewritten (because the wordier your e-mail, the less likely it is to be read.
“Tuesday* we returned to our room to find a leaky ceiling and soggy carpet. Two calls and an hour later, Maintenance finally arrived; they took one look and ran upstairs, where they remained for an hour. Due One Maintenance Cast Member came downstairs and offered to have our room changed. The smell of the leaking water nauseated me too much to move, and we were checking out the next day, so we chose to stay in that room.
Due to the wait, we missed our much-anticipated dinner at ‘Ohana. My family ate at the food court while I tried to sleep. When they returned, there was a note on the door indicating that someone had come to clean the carpet but saw that I was sleeping. I remain upset, as it appears they had to have actually entered the room to see this."
Sincerely,
Kristen'smom

*or, "The day before we checked out..."

 

[momtoBrandon&Jacob]

Ok, I had to chime in. Complaints 1-7 are absolutely ridiculous. These are typical situations which can happen anywhere and honestly, I think you would look like a fool sending these "complaints" over. As far as #8, why did you feel you had to wait in the room while they fixed the leak rather than go to dinner and enjoy your evening? Just some common sense here is all that's needed.

 

[Alesia]

Ok, I had to chime in. Complaints 1-7 are absolutely ridiculous. These are typical situations which can happen anywhere and honestly, I think you would look like a fool sending these "complaints" over. As far as #8, why did you feel you had to wait in the room while they fixed the leak rather than go to dinner and enjoy your evening? Just some common sense here is all that's needed.

I agree.

 

[Renee1061]

When my family did arrive they found a note stuck in the door saying that someone had came by to clean the carpet and saw that I sleeping. I'm not sure how they knew I was sleeping - which kinda creeped me out.

My guess is they knocked on the door and no one answered, so they used their key to come in to clean the carpet (same thing Housekeeping does when they come to clean the room). When they saw you in the bed sleeping, they left the room and left the note on the door.

What else should they have done?

 

[momtoBrandon&Jacob]

My guess is they knocked on the door and no one answered, so they used their key to come in to clean the carpet (same thing Housekeeping does when they come to clean the room). When they saw you in the bed sleeping, they left the room and left the note on the door.

What else should they have done?

I agree. As I mentioned previously - it only takes some common sense.

 

[itchin2go]

My guess is that OP would not have mentioned 1-7, had 8 not occurred. You know when you're going along, having minor irritations and just not completely happy with everything, and then something BIG happens and it just solidifies your earlier feelings? I think that's probably the case here. To me -- 8 is a BIG DEAL. Sure, OP could have asked to be moved immediately, but hindsight is 20/20. I'm guessing the family was more focused on getting to Ohana on time and hoping for a quick fix. If I'm a guest and 8 occurs, I'm going to be hacked off. Missing reservations over a wet, soggy room would be super-irritating. You know - you have to decide on these ADRs SO far in advance. By the time you get there, you're kind of invested in your schedule. I'm thinking that the hotel should be thankful that the guest found the problem and notified the hotel before it began to affect MORE of the room and even the room below.

Strategy-wise, I do think that mentioning 1-7 weakens the argument. I would lead with number 8 and, if you feel you want to add more, maybe finish with "In addition, throughout the stay, I made several requests that the CMs failed to follow through with."

 

[Alesia]

If you do write the letter, it's probably a bad idea to mention complaints 1 through 7. They're pretty minor and detract from your main point.

Having said that, I wouldn't write the letter at all. There was no reason for you to miss your dinner reservation. You could have notified the hotel about the problem and went to dinner. It's not like when something happens at home and you have to let the workmen in and make decisions about how to fix the problem.

 

[TheRustyScupper]

1st- Getting a hair dryer for our room took 2 calls to the front desk
. . . Front Desk personnel can get very busy, and it could take time.
. . . There are not extra personnel, like bellmen.
. . . Front Desk Runners make regular trips, but haven't the time for many specials.
. . . This would have come from Housekeeping (unless 3rd Shift).

2nd- The remote for the TV did not work and I called for another one to be brought up which took an hour to get.
. . . See answer to #1.

3rd- There was a pair of shoes under one of the beds that did not belong to us.
. . . Housekeeping missed something. It might be wrong, but it happens.

4th- Getting laundry bags was impossible . . .
. . . Values don't have a lot of laundry bags, as most don't sent laundry out.
. . . There evidently was confusion as to who might have had some.

5th- Rude security at the Gate . . .
. . . I'll take the added security of wanting to see the room key.

6th- I said something about being tired . . .
. . . Sure sounds like a kidding/joking comment, or an attempt at one.

7th- It always took to flushes for to toilet to complete it's process.

8th- (Here's the biggy)- we return to a leaking ceiling and soggy carpet . . .
. . . Yep, definitely not good.
. . . Sounds like a bad pipe or someone didn't turn of the water.
. . . They should have gotten back to you sooner.
. . . AS for not waking you, this sounds perfectly reasonable.

 

[all4disney98]

6th- While checking out in the gift shop, I said something about being tired and the cast member said "Yea you look it"

I am sorry your stay wasn't up to your expectations, that stinks and I agree with other posters that maybe 1-7 wouldn't have seemed so bad if #8 hadn't of happened.

But I think that with #6 you are being too sensitive. You made the comment to the cashier first and I think the he/she was just trying to make conversation back with you.

 

[debsays]

In past experience I would not e-mail but would call and find out who the manager is and write a letter to he/she.