Wrote a negative Trip Advisor review (Coronado) about my stay, CS told me to stay somewhere else...

[Orion Nebula]

I just got back last Friday from a week stay at Coronado Springs. We had a pretty good trip overall but the resort itself did not meet my expectations. My review wasn't mean spirited or rude but did list out of the issues that I had there. CS responded to my review with a semi-generic response but did add a few interesting parts to it that I found a bit disconcerting.

As a summary I had everything from broken fridge, dirty shower / tub (boogers, trash), broken fixtures in bathroom, TLC needed on buildings, unfriendly staff and even special needs accommodation issues. And the four hour room is ready delay. This also was my second stay there and my first stay was amazing. I am not happy but was not trashing WDW, just complaining about reasonable (in my mind) issues.

So I wanted to share their response. The entire thing sounded kind of snarky in my opinion but maybe I am overly sensitive. Oh and side note I did contact the front desk about issues and well... after they told me I "should've" they confirmed that I did (so weird).

Quick mention, I actually ended up cleaning the room up myself and repairing the broken towel hooks (shoe hammer). I also cleaned up the dead bugs. The only thing they did was bring a new fridge as I didn't have time to wait on them as it was getting late and we needed to shower. I couldn't however fix the buildings numerous broken light fixtures and burned out bulbs but there wasn't a Lowes nearby. The adjoining room thing was due to requesting it as two of my kids are special needs. They told me someone was in the room between but the curtains were open... shockingly no one occupied that room our entire stay.

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We strive to ensure our Guests can always count on outstanding service and pristine, well-maintained accommodations, and I'm truly sorry to learn of your disappointment. If you even encounter something in your room that appears to have been missed by our Housekeeping team, I would encourage you to reach out to the Front Desk or Housekeeping. We conveniently have preset buttons on your in-room phone, and our teams would be happy to send someone to your room at your earliest convenience. I know you had mentioned some concerns about the service you received from the Front Desk, and I do want to assure you that no incorrect information was provided about the availability of the adjoining room. We certainly understand you're paying a premium to stay with us, and our Cast Members do everything they can to ensure a magical and seamless experience for our Guests.

I am sorry to hear that Disney's Coronado Springs Resort has lost some of its luster for you since the recent addition of Gran Destino Tower. While I personally loved all the changes that were made, I can certainly understand where you're coming from as well. This location may no longer be the perfect fit for your family, but I do hope you'll consider giving one of our other properties a try during a future visit.

I appreciate you taking the time to share your review and bring your concerns to our attention. We certainly do value this feedback, and you can be assured your comments have been shared with the appropriate teams.

Quinn
Disney Social Reviews

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This to me didn't feel like a great response but maybe once again I was just being overly sensitive.

 

[nkereina]

That is an interesting and rather defensive response. They're justifying some of the things I presume you listed as complaints in attempt to explain them away. In my own experience, customer service responses from companies are more contrite and apologetic. Sometimes they even explain where they dropped the ball and what they will do differently to entice you to stay there again. A lot of times when a customer complains, they are looking for validation and acknowledgment of the issue which this doesn't really do.

The adjoining room thing was due to requesting it as two of my kids are special needs. They told me someone was in the room between but the curtains were open... shockingly no one occupied that room our entire stay.

FWIW, adjoining rooms are never guaranteed. Its my understanding that only certain rooms at every resort are in inventory in the current environment due to the limited capacity, which helps to streamline the cleaning and housekeeping needed. Its very possible the room adjacent to yours was out of inventory.

 

[Schneewittchen37]

I think they want you to book a 1 bedroom villa next time.

 

[lanejudy]

The adjoining room thing was due to requesting it as two of my kids are special needs.

Did you request "adjoining" or "connecting" rooms? Very different things in hotel language. Adjoining rooms are near but not necessarily next door. Connecting has an interior door between the rooms. Unfortunately, neither can be guaranteed even for a "medical need." If you must have 2 rooms, the only way to guarantee you receive the type of room environment you need is to book a suite or similar. It sounds like you were told the connecting room next door was not available -- it may have been out of service due to a maintenance issue or other reason that guests were not allowed there during your stay.

I'm sorry you had a disappointing visit.

 

[Welsh_Dragon]

I popped over to Trip Adviser to read your review and I think the response that you received was balanced.

 

[GADisneyDad14]

I was curious to read your actual review just to provide some context to their response, so linking here for the benefit of others: https://www.tripadvisor.com/Hotel_R...o_Springs_Resort-Orlando_Florida.html#REVIEWS

I’m sorry you didn’t enjoy your trip OP. I know you were posting a bunch on the CSR thread before your trip and you seemed excited, so I’m sure it was disappointing when things weren’t as expected.

 

[DisneyCowgirl]

These issues are frustrating. Back around 1989 or 1990, my family stayed at the Contemporary. A light bulb in a lamp burned out during our stay (was working when we checked in). We asked them to replace it. They did, left a lengthy letter apologizing for the inconvenience, and left a ceramic mickey figurine (which I still have). That used to be the level of service you'd get at WDW. Now my expectations are that there will be issues that need addressing as soon as we check in. That's just how it is now unfortunately.

 

[Shelleyfs]

I find it odd that you quoted CSR's response, but did not quote your comment on Trip Advisor.

 

[msjprincess]

Did you request "adjoining" or "connecting" rooms? Very different things in hotel language. Adjoining rooms are near but not necessarily next door. Connecting has an interior door between the rooms. Unfortunately, neither can be guaranteed even for a "medical need." If you must have 2 rooms, the only way to guarantee you receive the type of room environment you need is to book a suite or similar. It sounds like you were told the connecting room next door was not available -- it may have been out of service due to a maintenance issue or other reason that guests were not allowed there during your stay.

I'm sorry you had a disappointing visit.

Yes I was going to say a lot of people request adjoining when they actually mean connecting.


OP Sorry about your stay

 

[Orion Nebula]

Did you request "adjoining" or "connecting" rooms? Very different things in hotel language. Adjoining rooms are near but not necessarily next door. Connecting has an interior door between the rooms. Unfortunately, neither can be guaranteed even for a "medical need." If you must have 2 rooms, the only way to guarantee you receive the type of room environment you need is to book a suite or similar. It sounds like you were told the connecting room next door was not available -- it may have been out of service due to a maintenance issue or other reason that guests were not allowed there during your stay.

I'm sorry you had a disappointing visit.

Sorry it was connecting, we needed the two rooms together in order to have my mom help with our kids. And ya I understand you don't always get what you request but I think it was the fact that the room between us was in no way booked. We checked every time we walked by and it was empty and looked ready to go. And I would've rather had CS just tell me it was not in service or anything other than "someones using the room".

 

[Orion Nebula]

I find it odd that you quoted CSR's response, but did not quote your comment on Trip Advisor.

I should've "linked it", when I posted I figured I would just give a summary.

 

[Orion Nebula]

These issues are frustrating. Back around 1989 or 1990, my family stayed at the Contemporary. A light bulb in a lamp burned out during our stay (was working when we checked in). We asked them to replace it. They did, left a lengthy letter apologizing for the inconvenience, and left a ceramic mickey figurine (which I still have). That used to be the level of service you'd get at WDW. Now my expectations are that there will be issues that need addressing as soon as we check in. That's just how it is now unfortunately.

I have never had an experience like this at WDW. Every time I spoke with a CS they were polite and acting like they cared. This time when speaking to the front desk they sounded annoyed and had more of a "oh well" attitude.

 

[Farro]

Reading both your Trip Advisor review and then the response, I don't really see anything wrong with their response? If I'm not mistaken, you aren't actually talking to the front desk when you call, but rather the call center. Maybe go to the desk next time, I find in person works best. And, next time just report the issues to housekeeping, don't clean it yourself!

I don't like burnt out light fixtures outside either, hotels should be on top of that. That would annoy me too. Sorry it didn't turn out! And I'm glad you took the time to write a review on Trip Advisor so they can see your complaints and maybe work on some issues.

 

[brockash]

I just got back last Friday from a week stay at Coronado Springs. We had a pretty good trip overall but the resort itself did not meet my expectations. My review wasn't mean spirited or rude but did list out of the issues that I had there. CS responded to my review with a semi-generic response but did add a few interesting parts to it that I found a bit disconcerting.

As a summary I had everything from broken fridge, dirty shower / tub (boogers, trash), broken fixtures in bathroom, TLC needed on buildings, unfriendly staff and even special needs accommodation issues. And the four hour room is ready delay. This also was my second stay there and my first stay was amazing. I am not happy but was not trashing WDW, just complaining about reasonable (in my mind) issues.

So I wanted to share their response. The entire thing sounded kind of snarky in my opinion but maybe I am overly sensitive. Oh and side note I did contact the front desk about issues and well... after they told me I "should've" they confirmed that I did (so weird).

Quick mention, I actually ended up cleaning the room up myself and repairing the broken towel hooks (shoe hammer). I also cleaned up the dead bugs. The only thing they did was bring a new fridge as I didn't have time to wait on them as it was getting late and we needed to shower. I couldn't however fix the buildings numerous broken light fixtures and burned out bulbs but there wasn't a Lowes nearby. The adjoining room thing was due to requesting it as two of my kids are special needs. They told me someone was in the room between but the curtains were open... shockingly no one occupied that room our entire stay.

--------------------------------------------------
We strive to ensure our Guests can always count on outstanding service and pristine, well-maintained accommodations, and I'm truly sorry to learn of your disappointment. If you even encounter something in your room that appears to have been missed by our Housekeeping team, I would encourage you to reach out to the Front Desk or Housekeeping. We conveniently have preset buttons on your in-room phone, and our teams would be happy to send someone to your room at your earliest convenience. I know you had mentioned some concerns about the service you received from the Front Desk, and I do want to assure you that no incorrect information was provided about the availability of the adjoining room. We certainly understand you're paying a premium to stay with us, and our Cast Members do everything they can to ensure a magical and seamless experience for our Guests.

I am sorry to hear that Disney's Coronado Springs Resort has lost some of its luster for you since the recent addition of Gran Destino Tower. While I personally loved all the changes that were made, I can certainly understand where you're coming from as well. This location may no longer be the perfect fit for your family, but I do hope you'll consider giving one of our other properties a try during a future visit.

I appreciate you taking the time to share your review and bring your concerns to our attention. We certainly do value this feedback, and you can be assured your comments have been shared with the appropriate teams.

Quinn
Disney Social Reviews

------------------------------------------------

This to me didn't feel like a great response but maybe once again I was just being overly sensitive.

It is odd. The oddest part to me is the insertion of "Quinns" personal feelings about the tower...who the heck cares what his/her personal preference is - VERY unprofessional. Whoever Quinn is they seem to not be great or understand how to appropriately handle/respond to common situations.

 

[brockash]

Reading both your Trip Advisor review and then the response, I don't really see anything wrong with their response? If I'm not mistaken, you aren't actually talking to the front desk when you call, but rather the call center. Maybe go to the desk next time, I find in person works best. And, next time just report the issues to housekeeping, don't clean it yourself!

I don't like burnt out light fixtures outside either, hotels should be on top of that. That would annoy me too. Sorry it didn't turn out! And I'm glad you took the time to write a review on Trip Advisor so they can see your complaints and maybe work on some issues.

Lol...ummm while that is true; it's pretty interesting and ignorant of "Quinn" to then explain how they have those preset buttons on the phone for a guests convenience. The Op already did what had been recommended in the email.

 

[Farro]

Lol...ummm while that is true; it's pretty interesting and ignorant of "Quinn" to then explain how they have those preset buttons on the phone for a guests convenience. The Op already did what had been recommended in the email.

Not sure what I said was funny...just giving OP advice next time just to go to front desk because read here all the time that calling never works.

weird, when I called housekeeping using the button from Poly, I swear got housekeeping. I needed hangers and they showed up in like 3 minutes.

I didn't think response was bad, just very "social media" like. Kids today, amirite?

 

[brockash]

Not sure what I said was funny...just giving OP advice next time just to go to front desk because read here all the time that calling never works.

weird, when I called housekeeping using the button from Poly, I swear got housekeeping. I needed hangers and they showed up in like 3 minutes.

I didn't think response was bad, just very "social media" like.

The lol was towards the fact that OP had already done what the resort snarkily told her to do. Yes, you and I know that it's not really the front desk, but the resort told her to use those convenient placed buttons...which she had already done. I totally agree that using the buttons often is a lost cause, but the hotel seemed to imply she was too lazy/dumb to press the button, even though she did. - They didn't explain the fact that it might have been more productive to go in person etc.

 

[Farro]

The lol was towards the fact that OP had already done what the resort snarkily told her to do. Yes, you and I know that it's not really the front desk, but the resort told her to use those convenient placed buttons...which she had already done. I totally agree that using the buttons often is a lost cause, but the hotel seemed to imply she was too lazy/dumb to press the button, even though she did. - They didn't explain the fact that it might have been more productive to go in person etc.

I get what you are saying.

I thought they said that because in the review the OP wrote that they cleaned/fixed up the room themselves and didn't alert housekeeping. At least that's the way I read it. Of course the response also could have been being snarky!

Who knows, OP wasn't happy with response and that's what counts!

 

[wdwmom3]

After reading your review I don’t find their response too bad.

Also you don’t know what was going on with that room. Maybe they had already slotted someone to stay in there arriving a couple days after you and they cancelled. I’m pretty sure they wouldn’t just make things up to annoy you or make your life difficult. You aren’t guaranteed connecting rooms. If it was that important to you then maybe you should have stayed in one of the family suites or a DVC resort and gotten a 2 bedroom.

 

[wdwmom3]

I get what you are saying.

I thought they said that because in the review the OP wrote that they cleaned/fixed up the room themselves and didn't alert housekeeping. At least that's the way I read it. Of course the response also could have been being snarky!

Who knows, OP wasn't happy with response and that's what counts!

That’s exactly how I read it. They were saying she didn’t need to clean or fix things herself. Just press the button and ask someone to fix it. OP already stated they brought a new fridge.