Why can't they remember we have stayed before (many times)?

[MKMK]

We have AP so we stay at the resorts frequently. Our favorite is GF RPC (when we can get it). Every time we visit, the CM that takes us to our room always says "Is this your first visit?". We say "no". Then they ask, "when were you here last?". We typically say something to the effect "we were here 6 months ago for Mickeys Not So Scary... we come frequently". Then the CM inevitably launches into a description of the resort services as if we had never stayed there before.

I understand why Disney doesn't need a "frequent visitor" program, but a little recognition you are a good customer at the resorts would be appreciated.

 

[LisaCM614]

What do you think about sending a note to Guest Services? Disney Guest Services is so responsive. If you could email them the topic I am sure someone will call you back to discuss potential solutions.
For instance when I sent an email around my concerns about not being able to find a chair at Stormalong Bay they called back and asked me for ideas on how I thought Cast Members could address the issue. Disney is a continuous improvement company very interested in customer feedback! I think this fits that category very well!

 

[MKMK]

Thank you. It is a good suggestion-- although, almost embarrassed to mention it as it feels like it should be obvious. Have to believe Disney has some type of mechanism for understanding if, and when, you have stayed at their resorts before.

When I stay at other (non-Disney) resorts, they say "Welcome back and thank you for staying with us again. Let me tell you about all of the news things we have added/updated since you were here last.... "

 

[Disnsyncey]

well, whenever I make a res over the phone for a guest (I am a concierge, so one guest in particular) they always ask to locate his profile....so technically, if you are booking through the website, or have called in, they SHOULD have your info in the reservation (that may be the first step to making sure this is noted, do you possibly make reservations under different names? aka husband v wife?).....and I know in our property management system, there is a note saying if a guest is a return guest....I would expect any program of that function would have SOMETHING to indicate that...

but also, it might be that the CM is just trying to hit "standards" or saying the same thing to every guest out of habit.....but strangely enough, some people that have been to my hotel a billion times either forget these things or don't pay attention the billion times they have been told.....so there's always that possibility they are trying to cover....

 

[kwdw]

I do wish they had some type of frequent visitor program. I don't need to earn points or room night rewards like the large hotel chains - but just something "small" that recognizes my history as a resort guest. Even if it was as simple as saving my room preferences - "prefers top floor" and "prefers away from elevator," for example. Or just the ability to check whether or not I want a new Magicband sent to me (or not). I realize for such a large company more details like that may be more data than they want to handle, but it's all technically easy to do nowadays.

 

[MKMK]

I agree. Your post made me laugh. We must have 20+ magic bands rolling around in the kids' playroom - please... no more magic bands!

Some small token of acknowledgement would be great. For example, maybe preferred priority on wait lists for rooms etc.

 

[bumbershoot]

They do have the ability to turn down bands now. They did before our January trip actually, but you had to have tech support people do it.

 

[pixarmom]

It would make sense for a note to pop up in the computer indicating that we've stayed on property before, that we've stayed at that resort before or that we've stayed club level at that resort before. Of course, we don't expect any of the CL CMs to actually remember us. But I thought it was nice when the CM checking us in for our third BWI CL stay said "welcome back!" He must have read something in the notes on the computer.

One time when a CM asked the "first visit" question, the boys actually did laugh. We were returning to a different club level, and they were all decked out in past Disney event stuff (MNSSHP, runDisney, etc) with their well-worn embroidered Disney luggage and backpacks, old ear hats, lanyard with pins, and bag tags sticking out all over the place that said things like "MNSSHP 2012," etc. They look a little over-the-top upon arrival, so the question about whether this was our first visit elicited giggles under the circumstances!

 

[toodycat]

DCL acknowledges past cruises with gifs in staterooms. I wonder why WDW can't track previous visits?

 

[DisneyWishes14]

When we checked in at the front desk at GF in Feb., the CM could see our previous and upcoming stays. If an RPC CM is checking you in in the room, they probably don't have that info at their fingertips? Honestly, I wasn't impressed by the CL team at RPC so I'm not surprised by their scripted response to you

 

[Aurora0427]

When we checked in at the front desk at GF in Feb., the CM could see our previous and upcoming stays. If an RPC CM is checking you in in the room, they probably don't have that info at their fingertips? Honestly, I wasn't impressed by the CL team at RPC so I'm not surprised by their scripted response to you

Interesting. We are going back to the GF in October. We were last there in December. It'll be interesting to see if they say anything.

 

[d-train]

My family stayed twice at a non Disney hotel this summer, 7 weeks apart. My sister stays annually for a weekend in April. When we checked in for the first weekend, they asked if I was related to my sister, and talked about mutual friend we all have, mind you this was my first stay there, but they made those personal connections already. On our second visit 7 weeks later, I walked in and went to the desk, they remembered who I was before asking my name, had all the,paperwork ready, and even gave us a 25% discount for the return trip! Made us feel like at home. Very personal interactions, re,embers get preferences of ours, and continuing the personal connection. Even made accommodations for preferences we asked for on the prior trip. Disney could take a lesson from this for sure. I've been to Disney 6 times, it was like a first visit each time, no record of any past stays or preferences. With all the tech they have, it should be an easy addition to the system...

 

[Sue M]

What do you think about sending a note to Guest Services? Disney Guest Services is so responsive. If you could email them the topic I am sure someone will call you back to discuss potential solutions.
For instance when I sent an email around my concerns about not being able to find a chair at Stormalong Bay they called back and asked me for ideas on how I thought Cast Members could address the issue. Disney is a continuous improvement company very interested in customer feedback! I think this fits that category very well!

They need to remedy lounge situation at all the pools!! But some is due to people's lack of consideration for others. Does a family of 4 or five really need 5 lounges? Especially when the kids never even sit in them. They're too busy having fun in the pool. Then there's the people who just leave their towels on the chairs when they leave. Ugh.

I did write guest services once after a particularly frustrating Blizard Beach visit. Impossible to get a tube in their wave pool. No tube return slot for when you're done with tube so next person waiting can have a tube. It's a free for all. Wait in the shallows for someone to be done with a tube, then just when you almost are at tube, a 10 yr old runs up and snatches it. There got to be a better way.
Guest services never got back to me.

 

[Cee]

I agree. Every trip I feel like yelling, "I've been coming every year since 1993!"

 

[Tonka's Skipper]

We have AP so we stay at the resorts frequently. Our favorite is GF RPC (when we can get it). Every time we visit, the CM that takes us to our room always says "Is this your first visit?". We say "no". Then they ask, "when were you here last?". We typically say something to the effect "we were here 6 months ago for Mickeys Not So Scary... we come frequently". Then the CM inevitably launches into a description of the resort services as if we had never stayed there before.

I understand why Disney doesn't need a "frequent visitor" program, but a little recognition you are a good customer at the resorts would be appreciated.

Considering how often things change, added, removed, we are happy to hear the CM description of what is going on.

AKK

 

[kandb]

Talk about sweating the little stuff! Disney/CM's see hundreds of different people.

 

[monty]

They do have the ability to turn down bands now. They did before our January trip actually, but you had to have tech support people do it.

No need to call tech support...there is an option to do it online.

 

[bumbershoot]

No need to call tech support...there is an option to do it online.

Yes. I said that they have the ability to do it now, and that in the *past* you could do it by calling Tech Support.