... It is inconvenient, problematic and irritating for the guest to have to detract from their vacation schedule to get what they've already overpaid for. If a guest chooses not to report it at the time, I certainly understand and I'm not gonna berate them on a message board because they tolerated the bad service...
I agree. Ultimately, the responsibility lies with the company providing, and charging for, the products and services - not the customer paying to receive them.
...Particularly when dealing with a company like Disney (ie charging high prices and still riding a reputation of exceptional customer service), Guests shouldn't have to know in advance how to expect and solve problems. I know you have to plan that way for some vacations, but Disney resort vacations never used to be in that category, certainly not to this extent.
Issues and inconsistencies should be relatively rare and, when they arise, easy to communicate to CMs and, most importantly, solved
by them promptly.
Guests shouldn't have to jump through hoops to get what they've paid for. Otherwise, Disney needs to review finances and funnel more money into these very basic areas.
Disney used to pride itself on attention to detail beyond the norm and it was true then! Now, there are increasing reports of below, even, average quality!
I want to relax and rely on them for a friendly welcome; a clean and maintained room; basic levels of respect and privacy; consistent enforcement of their advertised rules (re. smoking, flash photography, dogs) and so on. I want a
Disney vacation on a Disney vacation! IYSWIM.