WL Disappointment!

[josierac]

Sorry you had a bad experience. The WL is one of my favorite resorts.

I do have one question for you, you sayed you stayed there a couple of weeks ago. Was it during easter break? If it was maybe the resort was up to capacity. No excuse for the behaviour but they may explain the room.

 

[the Legend]

... for bad service especially if that is one of your companys (in this case, Disneys) major selling points.

I have booked WL for 4 nights in Sept and would not tolerate this regardless of the price. After all the brochure claims 24 hours in the Magic not 16 or 12 ...

Using the price paid as an excuse is straight up discrimination ... I would say that most patrons would be staying on some discounted (DC, AP, AAA etc.) rate and how rude to suggest that the Military or Rescue services are less deserving than any other WL patrons for the service only Disney is known for.

Instead of been down in the dumps, CM should be thankful for the jobs they have and do whatever is possible to ensure they are recognised as a staffer of value. Having been thru and survived three downsizings over the last 10 years, I can squarely put it down to my experience and willingness to go the extra mile (I work in IT) that seperated me from my ex-colleagues.

Also 9/11 is and was never an excuse for poor service. It maybe the excuse that Disney used to push it planned closures and redundancies ahead. But those in the know knew these were in the pipe long before 9/11. Easter/Spring break showed that the crowds will be back for what looks like a bumper Summer and if the patrons can get past 9/11 (dont think we'll ever get over 9/11) surely WDW staffers can as well.

I would urge you to complain as this behaviour is unacceptable at any hotel let alone Disney. Even if you are not compensated, I hope your complaint will mean noone else would have to endure this treatment. You will achieve something not only for yourself but all that follow you to WL and maybe encourage CMs to meet the expectations we are Guest sought. That would indeed be the greatest Salute of them all!

 

[madcoco]

Sorry to hearIt should have been disclosed to you that refurbishment would be going on and it is none of the CMs business what rate you paid.I have heard this happening to some folks at the S andD Sorry you had a bad experience.We have ate at AP probably over 20x over the years and have never had that problem.My wife doesn't drink.We have on rare occasion ran into grumpy CMs behind the counter but what you experienced is very uncharacteristic of this property.You do need to file a formal complaint. Wish you well with the upcoming new edition.

 

[fortwilderness]

I stayed at the Wilderness Lodge way back in 1995 and loved the whole experience EXCEPT for the extremely rude CM that checked us in. He acted like we were ruining his day because he actually had to do something. We were a late check in - around 8 pm - and I guess he was not in the mood to check someone in so late. We didn't have special requests or anything - we just wanted a room ! He was lucky that my mom didn't slug him from across the desk He made her so angry that she complained to a manager the next day about that CM. I think that she got more angry the longer she thought about it overnight. My mom didn't try to get anything for the "annoyance" but just wanted the manager to know what had happened.

But I still wouldn't let that keep me from staying there again. The WL is just too nice. I agree with some other posters and would definately let Disney know about all of your misfortunes at the WL. I bet the rude/apathetic CM's you encountered have offended more than just you and the more people that complain the more chances that they will be reprimanded or removed.

 

[Tinkbell]

The treatment they gave you was just plain RUDE. Discount or not, everyone should be treated with respect. Sounds like that nasty CM has some resentment with those using a discounted rate. Hey, if it weren't for those discounts, many of us would not be giving them business at all! And the front desk people should have never led you to believe that you were getting the view you requested. Sounds like they went out of their way to give you the worst possible view!

 

[SnowWitch]

When I read "you received a good rate and shouldn't complain!" It brought back memories of our last stay at the WL. I won't bother with the details except to say we had booked a woodsview and we received a parking lot view with a few trees. I requested a new room and was basically told the same thing. When I requested a supervisor and informed him this was our 4th stay in a deluxe in 12 monthes and didn't feel that our AP rate should be held against us, he found us another room. He wasn't happy having to do it and I left after that trip 3 yeras ago and HAVE NOT stayed at the WL since!!!!!!!!! Its a beautiful resort but I like good customer service and hearing they still like that excuse just ANNOYS me!!!!!

 

[gepetto]

I can't believe they'd give you a room with men working on the balcony. That's awful. Has anyone suggested calling WL and complaining to the general manager?

 

[HookedonMagic]

Wow! Thanks for all of the supportive posts! I really was feeling guilty about posting our "less than magical" experience at the WL. I plan to take your wonderful advise and write the lodge's general manager. I'll update with a response, if/when I receive one!

To answer your questions: Yes, we knew that our requests were just that...we never expect them to be filled, and in fact, didn't even reiterate them upon check-in. We would of been perfectly happy with a courtyard view room with a view of anything BUT men working on the balcony! The CM who brought up our special requests really shot herself in the foot...SHE set our expectations, not the other way around.

And yes, we did go to the "quiet" pool at the Villas. While not as overrun as the main pool, it too was very crowded and we noted several toddlers sans diapers swimming. Yikes! (Not Disney's fault, just not very inviting!) I guess we've been spoiled by the other deluxes with quiet pools that are actually quiet!

And yes, we were at the WL shortly after Easter. We expected it to be more crowded than usual, but we didn't expect to be treated badly for being one of the crowd! The parks were particularly crowded, making the resort even more important to the vacation. Our room was so uninviting, it really put a damper on things (and hey, I'm pregnant, so maybe more sensitive to everything right now!)

And finally, we had already taken our "big Disney" trip this year...in October to the GF and enjoyed a very magical (only slightly discounted!) vacation. The only reason we even went on this trip was because of the Military Salute discounts. We have all lived under the added stress of my husband being in the Air Force since September 11 and we felt that a little Disney magic would do us all some good! We managed to salvage a good vacation, not because of the WL, but inspite of it! Disney is still a wonderful vacation destination and we will return time and again!

Again, thanks for the support! I hope that if you are about to make the trip to WDW, you have a terrific time and encounter the magic around every corner!

 

[Ajax]

'Hooked' said-

'I really was feeling guilty about posting our "less than magical" experience at the WL.

I know the feeling! When my wife came back from WDW in February complaining about service that wasn't up to the standard we have come to expect, I almost had her arrested for blasphemy! I couldn't believe my ears.

But you are 110% right in complaining. With the amount of coin that we collectively pour into the Disney coffers, what you endured isn't to be tolerated! And your efforts may result in corrections that grant another fellow traveler the stellar service we've come to expect, and deserve, at WDW.
So in a sense, you've 'paid it forward'!

 

[Buzzsgramma]

We were at the Lodge just this month....no complaints....but when DH and I were getting on elevator a couple had their suitcases and we asked if they were going home and they said they were moving to another room because the one they just left was being worked on( outside of their balcony)...we ate at Wispering Canyon and it was fun and good as usual. CMs were fine..I LOVE the LODGE......

 

[klmall]

We too had a disappointing stay at a Disney resort recently and it's nice see all the positive reactions this group is sending you! (Some of the responses I received weren't so supportive.)

I too, would complain in an appropriate way. And I hope you receive one of those "feedback survey" postcards in the mail that give you a password and web address. When I received mine last weekend I took the half-hour to respond and noticed that Disney's e-mail address for communicating complaints etc. was given at the end. Once I write my carefully worded letter I will send it to Disney.

Good luck and you did deserve better treatment in all circumstances you mentioned!

 

[Bashful2]

I'm glad you're going to write a letter to Disney about your experience. There is no excuse for the way you were treated and I would hate to see it become the norm. To me, much of the magic of WDW comes from the treatment you receive from the cast members.

We stayed at WL for the first time over Thanksgiving and fell in love with it. All of the cast members we encountered were great. Not one of them mentioned the cheap rate we got ($154 + tax) and all went out of their way to accomodate us.

We're taking another trip in October and are thinking about WL again. I'll be very upset if we encounter the same rudeness you did.

Good luck with your letter writing. Please be sure and post the type of response you receive.

 

[MJames41]

I'd like to thank you for posting. I hope you definately complain - you have a legitimate reason to. You were there on the military salute - well, with that comment from the CM, I would consider that a very poor salute. It doesn't matter how much you paid, you should have expected and recieved special handling. Disney did this to give special attention to the military, not poor attention.

I know the Wilderness Lodge is (normally) a very high quality resort. When they fail to meet what is expected of them, it needs to be pointed out so it can be corrected.

 

[MinnieGi]

I too am so sorry to hear of your bad experience and am hoping you do write them a letter. I think it is just awful that they made you wait for a room b/c of your special request and then put you in a room with only a view of scaffolding and workmen!!! That is just awful! And your rate should have had nothing to do with it. I hope you hear from Disney. Please keep us posted.

 

[Tinkerbelle'sMOM]

We too had a disappointing trip to WL over spring break. The resort itself is beautiful, but most of the CM's we encountered were less than cheerful. At checkin, the gentleman checking us in was not a happy camper....first the amount we owed was wrong...I had all my documentation, cancelled checks, etc and he still argued with me. Finally a manager was called in and it was straightened out. Then he told me that I could not use cash in my account, it had to be a credit card. Again, the manager had to come over. I was getting peeved by then. When we had our room assigned he just handed me the stuff and called for the next person, I had to ask him how to get to the elevators and where the room was. What a way to start the day! Then we got in the room and it was a bit shabby, not what I expected. Later that week they changed out the bedspreads and that did help

I know where you are coming from about the pool...it seemed very crowded...and I imagine it is from the villa clients as well.

And to top it all off...I know that those palmetto bugs are everywhere, but when you see one sitting at your feet on your bed, well, that ruins the night for you We called the front desk to let them know (DH had disposed of the big bug ) and the next day when we checked out the Roach mobile was riding up Oh well...such is life!

 

[wdisneelvr]

999ghsts,

Thank you for your genuine caring and concern about this recent visitor to the WL. Your compassion and love for disney comes shining thru. You are an exemplary CM and certainly deserve your Mickey ears...once again, thanks for helping out!!!

*a wdw lover*

 

[Gabrielle]

999ghsts:

What a nice post you wrote! You're what makes Disney magical for us!

 

[msdis]

I understand your embarrassment for not wanting to make such a post. We had a very similar experience at our 1st home-BWV about 2 years ago. It sure does leave a bad taste in your mouth, as does the lack of support you can get here. Glad to see that everyone is being supportive. We stayed at VWL last Sept, in fact before, during, and after 9/11 and the CM's were the absolute best! So, I hope that this, for what ever reason, just happened to be your one and only black cloud you will ever have with Disney. I figure we've had ours too. Not to make excuses because there are none, but as everyone points out, they appear to be short staffed and things are REALLY picking back up. Just imagine the stores at x-mas time if they didn't add any additional help, in fact cut their staff. Just today they announced they are hiring about 4,000 positions back to work. We will be there this time next week so I will keep an open mind. So sorry for your experience, and hope the pixie dust angels aren't on vacation the next time you are on vacation.