WL Disappointment!

[HookedonMagic]

We tried the WL for the first time a few weeks ago. My husband is active duty military, so we booked a courtyard view room at the military salute rate of $182.50 per night. What a disappointment!

From the moment we entered the lobby (which is beautiful!) we encountered less than enthusiastic castmembers. We asked our front desk cast member about purchasing our park admission using the military salute discount...she had never heard of it and said we had to go to SOG. I knew she was mistaken, and decided to simply ask another cast member later. We were early for check-in and our room was not yet ready. We were told to check back in an hour. Fine with us, we planned for that and had a day bag with bathing suits packed.

We headed to the pool, which was very crowded (not one chair available) and finally ended up on the little beach. My husband and daughter rented water mice to pass the time and really enjoyed them. At about three (two hours later) we decided to check on our room. No luck...not ready and don't ask again for thirty minutes. At 3:30 we checked again and were told because we had done a special FAX request for a geyser view room we would have to wait and be patient. By then we were tired and just wanted to settle in, but the hopes of getting a special request room kept us happy and we enjoyed a snack while we waited. My daughter began searching for hidden mickeys in the lobby (she had to ask three CM before she was given a sheet!)

Finally, at 4p our room was ready. Excited, we headed upstairs. And what did we find...our special request, courtyard view room had scaffolding and two men working on the balcony! Not only did we not have a geyser view, we had no view at all. We had to keep the drapes closed the entire trip because workmen were there everyday! When we called to inquire, we could feel the CM roll her eyes...she informed us that we had a "cheap" rate and could not expect more! It was terrible. So, for $182.50 per night we had a view of nothing and a dark, small room with constant noise from the outside workers! We all felt that we would have been better off at a Marriott.

During the rest of our stay, we continued to be underwhelmed by the WL and its staff. As a group, they simply weren't very friendly or helpful. We had enjoyed a wonderful meal at Artist Point in October, but this trip was a different story. I'm pregnant, so obviously not drinking wine. Well, the waiter acted personally offended that we weren't ordering drinks and we felt like his "second class" table after that. When my appetizer was served with a plastic top in it, I didn't even complain. I had given up hope of satisfation at that point.

I know our experience at the WL is the rare exception...we tried the resort because of the many great reviews that it receives. We love Disney, and the on-property resorts, and are always quick to praise its excellent service and special touches. I've waited a few weeks to write about this negative experience because I almost feel guilty that I had it! At any rate, here it is...our first (and cross my fingers!) only negative review of a Disney resort!

 

[Blondie]

Wow, sorry your stay wasn't what you'd hope it would be. I haven't read anything negative about the WL in a while. I wouldn't have been too happy with that room either. And why should it matter to the CM checking you in what rate you paid? It's really none of their business!

It would seem, from what I've been reading, that since September 11th, all the staff cut-backs is really affecting the morale of the CM's, not only at the resorts and parks, but at CRO as well. I hope things perk up soon....I hate to see Disney losing the magic and good customer service it's known for.

 

[Neeter]

I'm sorry you didn't have a great time at the WL. Also, don't feel bad about posting a negative report. In my opinion there just is no excuse for bad service.

The WL seems to be known for it excellent service in the past. So, if it were me I would e-mail/fax the WL manager and let him know of your experience there. I am sure this is not what he would want his resort to be known for now.

I realize that the CMs are stressed after all the cutbacks, etc after 9/11... however how long are we going to let that be the excuse for bad treatment?!? After all these CMs are the lucky ones, they still have their jobs.

 

[Blondie]

Originally posted by Neeter
I realize that the CMs are stressed after all the cutbacks, etc after 9/11... however how long are we going to let that be the excuse for bad treatment?!? After all these CMs are the lucky ones, they still have their jobs.

Excellent point Neeter! Maybe it's time to stop using 9/11 as an excuse!

 

[jennymouse]

Ewwww, I'd have to write some letters about this. I don't care, $189 is still high dollar in my book for an experience like that! So much for thier "Military Salute". I not only would write the manager of WL, I'd find out who to write to higher up too. I'd also let them know that you are posting your experience on different WDW websites as well....maybe they'll do something to make it up to you.

 

[Clare]

I don't think you should feel a bit guilty about posting your bad experience. After all, most of us read these boards to get people's honest opinions/experiences at the resorts. If everyone only posted the good things, I would have no reason to read them since I wouldn't be getting all the opinions.

I'm sorry you had a bad experiece at WL - hopefully it's the exception and not the rule - and I hope you still had a good vacation (in the parks etc.) in spite of the bad resort experience.

 

[zurgswife]

I would also definately start a letter writing campaign....
and list all the things you pointed out in your post...especially that the CM said that you got a cheap rate and that you should not expect more...

There are some things beyond there control...but they new that the room you were waiting for had scaffolding and men working..I would think that they wouldn't have even used that room due to your privacey being invaded....

 

[Gillian]

I am so sorry to hear that you weren't treated well! It's one thing to not get the view, or even to have to deal with construction, but to have the CMs be so uncaring is sad.

I also think that you should write to Disney. There are a bunch of addresses on the rumors board. don't know how up to date the list is, but you could always post there & someone will help out. Here is a link:

http://disboards.com/showthread.php?s=&threadid=84539

 

[Cinderella]

You should definitely write and complain. I know some may say you should have complained to the manager at the time but, it is difficult complaining at the time, as you feel as though you don't want to spoil your trip even more.

I have always had great experiences at the lodge but, I would not have been happy if I had been treated the same as you. You should not have had to accept that room just because you had a low rate. I bet they wouldn't have advertised it a "Low rate due to room renovations." In fact I am pretty sure that they actually closed part of the GF when there was scaffolding on the building.

Sorry you had a bad experience and I really hope this hasn't put you off the Disney resorts but, I do hope that they compensate you in some way.

 

[Mom of Sleepy Bashful and BabyDoc]

Annita- couldn't agree more!!!!!

HookedonMagic - I am so sorry your trip was not "hooked on magic".

From one who has stayed there and loved everything about the WL (and returning in Dec.), there is NO excuse for treating a customer like THAT!!

I would DEFINITELY e-mail the WL directly AND to whatever customer service area Disney has(I'm sure someone on here can give you an address). This should be brought to someone's attention.

I'm not saying that WL can't have an off day and NO hotel is going to be perfect all of the time, but don't you think a little courtesy goes a long way. Say for instance, the REAL reason you got that "less than desirable" room was that the cleaning ladies were late in getting their jobs done(hey, sometimes things just take longer) , they had NO more geyser rooms left and all of the rooms at your price level were full. OK. This is what I would like to hear from the front desk......

"We're so sorry this is taking so long. We are not able to give you your request for the geyser room and the only room we have available(if this was true ofcourse) is one that the balcony is being worked on. We could give you a further discount on this room (or offer a discounted, "next level" room), or find you something else on property. "

Now maybe they couldn't do the discount thing...whatever. But wouldn't honesty and courtesy go a long way here. Why do some employees in service industries think that lying or making up tales will make us feel better. They told you the reason that is was taking so long was because of your room request of a geyser room. Well you didn't get a geyser room, so what was THAT all about. Just tell us you can't give us our request and don't let us be surprised when we pull back the curtain.

Sorry I'm rambling here. Maybe they were just having a REALLY OFF day, I don't know. And maybe they were new and didn't know how to handle the situation. But at least they could have offered you free drinks at Roaring Forks while you waited.

 

[jaguar9748]

Wow - what a disappointing visit for you. I had one of those the last time I was at POR when it was still Dixie Landings. Also the first time I was at Coronado a housekeeping supervisor threatened to throw us out of our room because we were over our stay - turned out he had the wrong room! I encourage you to send an email (log onto to the disney internet site and send it from there). Both times this happened to us Disney responded to our concerns quickly and satisfactorily. They want to know everything their customers experience from the good to the bad!

 

[eeyore0062]

Wow, I am really sorry to hear about that! I was disappointed in WL, too, but not because of the staff---they went out of their way to make sure everything was great, and even called our room to make sure and offer any assistance we may have needed. I just thought that the rooms weren't big enough and that color scheme was drab. I also didn't like the restaurants.

As for the CM problem you encountered, that seems really strange. Usually you can pre-check in, get your ticket media, store your luggage, and be on your way. Guest relations should be have been able to help you with the Military Salute tickets. As for the room, I would have asked to speak to a supervisor and told her/him of your concerns... even if they didn't have exactly your request... and afterall, it is only a request... they should have been able to have accomodated you with a courtyard view of the quiet pool. We had this in Dec 2000 and it was satisfactory and very peaceful on that side. No, it was not what we requested, either, but we also had a discounted rate, and figured maybe that was why.

As for the pool, unfortunately that can happen at all of the pools, especially in the middle of the day, when everyone decides to take a break from the parks at the same time. Did you think to check out the other pool over by the villas?

I am sorry you were so turned off by this resort. It usually have a wonderful reputation, and is a favorite of many guests. I agree, you need to let someone know of your disappointment... not to seek anything, but just to let them know, so others won't experience the disappointment you felt.

 

[Wonderlandmom]

What a shame! Actually the only problem we had at WL in Dec. was with the CM's. They pretty much said we were lying and did NOT request a bedrail or iron! We had done so at the front desk and with lodgekeeping several times. We did get an apology later when they did track the request("s!!)down. How awful they put you in a room with scaffolding! They must have been booked and desperate?? I would complain with an e-mail or handwritten note for sure! Good luck.

 

[CrzyforPiglet]

As someone who used to work in the service industry I think their behavior was inexcusable. Anyone in that position should treat every guest just like that - a guest. You can really tell the people who have pride in their jobs because they treat their workplace like their home and would be offended to have someone feel so bad. I would definitely write a letter and outline your concerns. With that said I would make sure that in your letter you only outline those items which could be corrected in the future. Mainly the rude behavior of the CM. Unfortunately eeyore is right in that during peak periods you might have peak people at the pool. In addition, I'm wondering if the hotel was full and unfortunately you and your family got the short end of the stick in rooms and got one with workmen!! I would be extremely disappointed but really what can the hotel do.

Overall they should have been upfront and honest with you. They should not have commented on the price paid and should have treated you with kindness. I hope that Disney listens to your concerns and your next trip to WDW is much more magical!

 

[Jen D]

I am so sorry you had a disappointing experience-- there is no excuse for the rudeness and indifference you encountered. I hope you do write a letter-- this resort has a good reputation and they should know about stuff like this.

Thank you for posting your experience.

 

[Boots]

I have stayed at the WL three times, the last time almost two years ago. We too had problems with a CM. I had booked two rooms and paid for them when we arrived. The day we were to leave I noticed our phone light blinking. The front desk said we owed $50 more on each room. I went down and thankfully I had our original cofirmation papers from well over a year earlier and everything was straightened out. But it took a while and I was very upset on the day we left. One CM was very rude to me and acted like I was trying to get out of paying them the extra money. Also my family didn't like Artist Point. I had heard so much about it, but we didn't think for the price we received very much food. We each had our meat, about 4 green beans, coucous, and one apple slice. It was like for the price we paid something was missing. I know I am in the minority on AP but we have no desire to ever eat there again. Also I don't know if we will ever stay at WL again. I think I am ready to try someplace else.

 

[DeeP]

That is such a shame that you had to experience this kind of treatment and it is definitely not what Disney wants for their guests. I would write to the manager of WL and describe everything that happened to you. There is no excuse for anyone to be treated this way anywhere and especially not at Disney.

 

[kylara]

Im sorry your stay was not good, but I agree with the others who say you should write and complain. They NEVER should have said anything about the rate you are paying. Good thing you are so calm, I probably would have shot back with a comment about it being the military rate because out military is serving our country and Disney thought they deserved a lower rate.

As for AP...I have been once and didn't care for it. Felt the same way when I didn't order a drink. Plus our waiter was training someone so we had two waiters to act that way.

Hope you write and please keep us informed of the outcome.

 

[Disneydenise]

I am sorry you had a less then adequate experience with the WL. I have noticed thru the years that the CM's have not been quite what they once were. We just returned from a short tip to the CBR. I was disappointed in the CM who checked us in too. She was not at all friendly and neglected to tell us some things that if I had not ever stayed at a Disney resort wouldhave needed to know. She never even asked if we needed passes to the park. I found that odd. It was 6PM when we checked in so maybe it was the end of her shift and a long day. I do think that moorale is down but I think that in the last 20 years since I started going to WDW I have seen a big change in the quality of the staff. Many of the older CM's are still the best in the world and some of the interning college kids were great but they aren't burnt out yet I guess. I enjoyed the CM's in the park much more this last trip. Of course I have been going to the World during the summer months for the last 12 years ad the attitude could have been from the stiffling heat they poor CM's endure each day. I have t say that when I went over to visit my DD at te All Star Sport the CM's that were there were great. I was only there for a half hour but they were ready t go looking for my DD who was there on her class trip. It was a different atmosphere entirely overthere. The most remarkable thing to me was how very nice everyone was and the place is not a 5 star resort. I guess I just expect more when I am paying so much more.
As for the military discount given the current world situation right now I for one want to give you a big THANKS for all you are sacrificing for our great country and our freedom. I know I couldn't do it. I encourage you to send at least an email to Disney I think that the powers that be need to know that the mouse is getting tarnished and really no one wants that to happen.

 

[Gabrielle]

What a shame ... I'm so sorry you had a bad experience!

Sounds like our first trip to WDW in '86 - we stayed at the Poly and had a series of incidents like yours.

I'm with everyone else in urging you to write to Disney. Good luck!