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

[DVCSunDevil]

What was run down? The older buildings? We are staying at Gran Destino next October. First time trying out a moderate.

I have to be honest, I hate burnt out lights. I was watching a video of Yacht Club recently and the marquee type lights outlining the roof - a few burn out bulbs scattered about. Just looked bad.

I completely agree on the lights. The second a bulb burns out in my house I have to replace it. Even in my daughters bathroom where the vanity has 6 bulbs. Something just annoying about a burnt out light bulb.

 

[MomOTwins]

"We conveniently have preset buttons on your in-room phone"... that statement is pure, unadulterated snark. It cannot be viewed in any other light.

How about bafflement? Or thinking the guest may genuinely have been confused about what services the hotel offers if they felt the need to hammer in a loose towel rack with a shoe and clean a bathroom when they could have just rung for service?

If a guest wrote a lengthy review about how terrible a resort was because they walked around for hours trying to find their room and just ended up sleeping in the hallway because couldn't tell which room was theirs because all the doors looked alike, I might point out that there are room numbers on each door and the front desk could help them locate their room. Wouldn't be snarky, just confused why they chose to inconvenience themselves so much instead of asking for assistance.

 

[Lehuaann]

OP: “Things just didn't feel up to the standards that the place once was. It for sure didn't feel like "home". And even more sadly Coronado springs made me rethink even staying on WDW resort grounds again.”

Quinn Disney Social Reviews: “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.“



Jessica M: “I will never stay here again. The cheaper resorts are way nicer and less walking! Don’t waste your money here.“

Quinn Disney Social Reviews: “I do appreciate you taking a moment to share your review, Jessica. I apologize that your visit wasn't the magical getaway you were anticipating, but I hope one day you might consider giving Coronado Springs another chance.”


LOL. Quinn picks and chooses who is welcome back to CSR

 

[Dug720]

If the room next to yours had their curtains open the entire time you were there, I’m pretty sure you’d notice it wasn’t occupied.

I honestly am not that nosy. I’d probably assume that they were just there to sleep and got in after me and left before me. But I wouldn’t be looking to see if I saw signs of life.

 

[sdk1231]

How about bafflement? Or thinking the guest may genuinely have been confused about what services the hotel offers if they felt the need to hammer in a loose towel rack with a shoe and clean a bathroom when they could have just rung for service?

If a guest wrote a lengthy review about how terrible a resort was because they walked around for hours trying to find their room and just ended up sleeping in the hallway because couldn't tell which room was theirs because all the doors looked alike, I might point out that there are room numbers on each door and the front desk could help them locate their room. Wouldn't be snarky, just confused why they chose to inconvenience themselves so much instead of asking for assistance.

I do see your point. However, since 2 sentences after that particular remark, the response stated "I know you had mentioned some concerns about the service you received from the Front Desk" it seemed that the responder was aware that the guest had rung for service. In any case, I don't want to disagree with you about your opinion or perception. I was just stating mine.

 

[KrazeeK120]

"We conveniently have preset buttons on your in-room phone"... that statement is pure, unadulterated snark. It cannot be viewed in any other light.

So, I would agree if this were a private conversation between OP and Disney.

However, TripAdvisor is a public forum and replies from a business are intended to be consumed by the public (not just the person who made the original comment). The “general public” reading the comment may not be aware that there are pre-set buttons on the phone and that they can easily reach someone to come clean their room, should they need it. I think it is a valid point to make in this particular setting.

 

[Micca]

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.

Quinn needs some additional training, or perhaps a reassignment. Also are we sure this is legit? I've never heard of DIsney Social Services or whatever it was. I've never seen them post here or any of the other Disney forums I participate in.

 

[Disneylover99]

I honestly am not that nosy. I’d probably assume that they were just there to sleep and got in after me and left before me. But I wouldn’t be looking to see if I saw signs of life.

I don't think you need to be nosy to notice.
People who go to the park all day, generally don't leave their curtains open all day.
And if you're there more than a few days and pass your next door room multiple times throughout the day/evening, you're going to notice if the room is vacant. It stands out when curtains are open 24/7.

 

[Lehuaann]

So, I would agree if this were a private conversation between OP and Disney.

However, TripAdvisor is a public forum and replies from a business are intended to be consumed by the public (not just the person who made the original comment). The “general public” reading the comment may not be aware that there are pre-set buttons on the phone and that they can easily reach someone to come clean their room, should they need it. I think it is a valid point to make in this particular setting.

What hotel doesn’t have a pre-set Front Desk button on their in-room phone?

100% snark

 

[maryj11]

I have pushed the buttons on the phone to ask for more conditioner and towels before. At that time we were staying at POFQ. We waited and waited. They never did come. I finally went out and found a cart for the housekeepers and got conditioner and towels off of it. Kind of felt like I was stealing. There was no one around the cart I took them from. Hey I didn’t have all day to wait, we were going to the park.
This was in the morning and housekeepers were out and about cleaning rooms.

 

[sdk1231]

So, I would agree if this were a private conversation between OP and Disney.

However, TripAdvisor is a public forum and replies from a business are intended to be consumed by the public (not just the person who made the original comment). The “general public” reading the comment may not be aware that there are pre-set buttons on the phone and that they can easily reach someone to come clean their room, should they need it. I think it is a valid point to make in this particular setting.

That's a good point. You're right.

 

[cobright]

What was run down? The older buildings? We are staying at Gran Destino next October. First time trying out a moderate.

I have to be honest, I hate burnt out lights. I was watching a video of Yacht Club recently and the marquee type lights outlining the roof - a few burn out bulbs scattered about. Just looked bad.

We stayed in the Casitas in 2018 (I think) and it was a newly refurbed room but the hallway areas were dark and a little dingy and the elevators seemed ready to be replaced. The stucco-esque walls were due for a power wash. Like, a lot of little things. It was nice they moved us into a moderate at the same rate as our original AoA reservation but in hindsight, I really didn't care for the resort as a whole.

Agree.

I also think it's creepy that they were taking the time to look in and examine it every time they passed by.

I kinda get it. I think the idea here is that having been told it was booked, every time they walked past it they ended up just more aware of it than if it was just a random room. I was once startled by someone flipping open the blinds right as I walked by their window, like less than a foot away, and now whenever I walk by a lit up room I'm wary of it.

 

[wendyone]

Huh. Well that's the most passive aggressive and condescending customer service response I've ever read. And I don't think the complaint justifies it, because only a truly abusive and mean spirited review specifically directed at the representative would. She didn't have to comment at all. It was unwarranted, unprofessional, and unnecessary. Gross. Like, anyone who's ever had a customer facing job has had to deal with rotten feedback. You don't argue with it, and certain not in a passive aggressive way. She's repping the Disney brand. Maybe the CW would be a better fit?

 

[wendyone]

So, I would agree if this were a private conversation between OP and Disney.

However, TripAdvisor is a public forum and replies from a business are intended to be consumed by the public (not just the person who made the original comment). The “general public” reading the comment may not be aware that there are pre-set buttons on the phone and that they can easily reach someone to come clean their room, should they need it. I think it is a valid point to make in this particular setting.

I can't buy that. When is the last time you stayed in any hotel anywhere that didn't have a front desk and housekeeping button? This is industry standard, and pure snark.

 

[KrazeeK120]

I can't buy that. When is the last time you stayed in any hotel anywhere that didn't have a front desk and housekeeping button? This is industry standard, and pure snark.

Maybe I’m dense, but I truly don’t know. We have so rarely used in-room phones at hotels that I couldn’t tell you what’s typical and what’s not. In fact, we really don’t stay at hotels much at all and I’m not familiar with industry standards. Again, maybe my family is an outlier, but I would have no idea what’s preset on the phone.

 

[MamaBelle4]

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.

I just read your review. It is several paragraphs long. What you mention in this post that you reviewed occupied 3 maybe 4 sentences of that. I don't think you misrepresented your review intentionally, but based on your actual review, the response from Disney is quite appropriate.

 

[pavicich]

The OP was clearly annoyed at not getting the room request and then it was worsened every time the family walked by the room they wanted and couldn’t get it which amplified everything else.
I took the response re: staying somewhere else to most likely related to the fact that if you desire 2 connecting rooms you should book a suite or villa.

 

[MamaBelle4]

The OP was clearly annoyed at not getting the room request and then it was worsened every time the family walked by the room they wanted and couldn’t get it which amplified everything else.
I took the response re: staying somewhere else to most likely related to the fact that if you desire 2 connecting rooms you should book a suite or villa.

A large portion of the review as also about complaining about the new structure/design of the resort itself. I think telling OP to stay elsewhere next time is reasonable. They don't like the GDT or the new hallways. They told the other reviewer to come back because that reviewer wanted to stay in cheaper resorts. OP was talking about the missing grandeur and higher expectations - they probably hope that the OP will swing for a deluxe resort next stay.

 

[_auroraborealis_]

I can't buy that. When is the last time you stayed in any hotel anywhere that didn't have a front desk and housekeeping button? This is industry standard, and pure snark.

Younger people don't use landlines. They may never even look at an in-room phone or notice its existence. My kids say "but we have our own why would we need that?"

I think if you surveyed the average 15-29 year old how they would look for help at a hotel room, most of them would be using their own phone, and Google.

 

[beesly]

This actually happened to us. We got a flight cancellation from southwest at 3am before our 10am departure. I slept through it and when I woke up the next possible flight was SIX DAYS later. The charge for the room had already gone through shortly after the flight cancelled so our room sat empty.

Disney wouldn’t work with you? A few years back when Southwest had a nationwide system outage and flights were grounded, I was at the airport when I found out my flight was canceled and I had no way to get there until a few days later. I had already checked in and paid for my hotel reservation, a dessert party, and the KttK tour. When I called and explained to Disney why I wouldn’t be there, they refunded everything before I could even ask.