poptart90
DIS Veteran
- Joined
- Dec 28, 2010
Ok, at GCH now. Beyond irritated. This is not like the wonderful magical stay we had three weeks ago. The CM and cost-cutting measures are showing...
1. Arrived at room that was not “cleaned” and ready for guests. I picked up popcorn kernels off the floor and we were missing several of the basic elements (towels, etc). Thankfully I travel with disinfectant wipes, so I did my own clean before I let the kiddos touch anything. Still, $700+ a night and I have to pick up popcorn on the floor? Yeah.
2. Barely any hot water available in the mornings (like early, when EVERYONE is up for EMH) so did they crank down the hot water tanks after SWGE tanked??
3. Sprung for our first ever Cabana at the pool. Only half day cause that’s was the only thing available per GUEST SERVICES the night before. So we book. Been a helluva year, wanted to “taste the life” lol
#1: Our reservation did not get added to the list for the next morning. Apparently Disney can’t update a Rez list in the AM...uh, I can update my email every 15 seconds if I choose to?! Fine, whatever and who cares. Except that the Cabana CMs made us feel like we were trying to pull one over on them!!! Seriously?? Yeah, we decided to pony up the $300+ dollars for a special family treat to be spoken to in a condescending tone inferring they had no record of the “so called Rez” my husband made the night before, but they are SO HAPPY THEY COULD, AHEM, ACCOMMODATE US???” Really? Wow. Thanks. Perhaps you could have started with “how-to-treat-guests-101” and called Guest Services to ask if we had made a reservation! They had the record. They charged our room!! I guess we weren’t Cabana material.
#2: Paid $300+ to be treated like steerage and then had to listen to the GCH Craftsman Bar being jackhammered to shreds over HALF the time. Very relaxing. Like a root canal...
4. One laundry facility completely out of order with a “Sorry!! Have no idea when it will be fixed!!” Ok. Guess we’ll make the hike to the other laundry a mile away. For reference, we travel lite and do laundry halfway through. Easy peasy. Arrived to fine the stacks of laundry 6 deep and was told, “just add your to the line and sit here for hours” Nope. DH graciously offered to wait until super later when the place should be deserted.
5. PANTY THIEF. Ok, this is gross. So DH (I would classify an OCD type person) went to do the fam’s laundry. Hiked there, started loads, hiked back. He, naturally, has it timing on his watch and arrives PRIOR to wash completion. He transferred the loads and hiked back again. Timing commenced. He arrived BEFORE the dryer had shut off, removed all clothes, hiked back and we began to fold.... to find that I’ve been left ONE pair of panties. Wow. Someone opened our running dryer, rummaged around, removed all but ONE of my panties, closed and restarted our clothing... well that’s worth $700+ a night!! BLEHHHHH!!!!! Threw the sad remainder in the trash. Yeah, I will NOT be wearing the sad offering you chose to “throw back” after who knows what. But thanks. Really.
Now, I know there is seedy in every corner of the world & it’s not Disney’s responsibility. However, if they had PAID to fix the second laundry room or PAID the staff able to fix the laundry, perhaps I could have done my family’s laundry in the crisp sharp air of daylight, sunshine, and passers-by!!! Instead, I’m going home commando. Oh yeah.
Regrettably, there was a full moon at the Galaxy’s Edge tonight...under wraps, but nonetheless present. Magical.
Anybody know where Iger’s office is? Perhaps I could deliver him a pressed ham...
UPDATE:
Wanted to update on our complaint journey.
I sent an email yesterday to the General Manager of the GCH and Josh D'Amaro (thank you for suggesting that @theluckyrabbit!) and I received an email from the GM requesting a phone call today. Just hung up.
Overall, the interaction was ok. I felt like he understood my concerns about the Cabana CM interaction. (On a side note, I had forgotten when I initially shared our story that the CM also did not remove the "Available. Please Call Guest Services" sign from our Cabana. Everyone else had a sign with their name on it. We looked like we were squatting in a Cabana in the whole time! sheesh) He admitted that of all the things I shared, this was the one that bothered him the most. He said all the right things about how our experience was not up to the standard of guest service.
He was far less concerned with the laundry theft. And was kind of dismissive. He initially misunderstood and thought there were other guests in the laundry room when my panties were stolen - he said he couldn't tell me "for sure" whether my panties were stolen or misplaced due to other guests using the laundry. When I clarified that my DH was the ONLY person doing laundry in the middle of the night and that my panties were taken from a running dryer...which the perv graciously RESTARTED for us...LOL. He laughed (I did too) and was then a bit speechless.
He didn't have an answer to whether the laundry room door was locked at all times with the key slot working, but told me that it would be highly unlikely that a person off the street would wander in and find that particular laundry room. In his words, he said it was not an obvious location and someone off the street would have to be "really looking for a laundry room to find it -haha." He said he thought it was probably a guest. He wasn't sure if they had any video footage, but said that he could look into that. But then he followed by saying if they had any video it would likely only show someone that wasn't my husband and nothing they could do anything about really... Well, I guess that's true. Unless its a CM or Security person! Just sayin. I think it was pretty dismissive to assume anything without first doing the tiniest bit of leg work first to get some answers BEFORE calling me. Or am I crazy?
Granted he initially did not read my letter slowly enough (because I perfectly described the empty laundry room and how someone deliberately removed my panties and restarted our dryer) but after understanding on the phone that he was mistaken, shouldn't he have said he would like to make a few phone calls and get back to me? Is that too much to expect? I think an answer to whether there is a working lock on that door is not too much to ask when safety is on the line. This a not a Dorm. I would have preferred to hear "I confirmed the key card slot is fully functioning and working" rather than, "I don't think you need to worry about security at the hotel. We have hotel security and DTD security"...ok. That feels like a brush off. Cause I had to go commando for 3 days. So...glad you don't think I need to worry. Would you like to do your job without drawers for 3 days??
Especially since the ONLY reason my DH was doing laundry in the middle of the night was because the large second floor laundry room was not operational during our stay. Is that the hotel's fault? No. Things happen. But it's not my either. And the result of not getting the laundry room fixed in a timely manner was the consequence we were faced with....hours of waiting in line, or come back to the laundry room late when NO ONE else is around. Or we thought!! LOL
So is it the hotel's fault that some weirdo stole my panties? No. But had the second floor laundry been operational, we would have done the laundry during the daytime when it would be less likely that someone would take the chance of rifling through a stranger's clothes. Especially since my DH or I frequently just wait there and don't travel back and forth. DH came back to the room because we were getting the kiddos to bed and getting things ready for the next EMH.
In a funny way, my biggest complaint with the Cabana Host ends up being the same complaint after speaking with the GM. Both should have made a few phone calls before speaking. A little leg work on their part would make it easier to swallow the explanation and feels less like a brush off. Mistakes happen. I don't expect perfection. But I think I deserved functioning hotel facilities and a simple safety questioned answered. Either one could have prevented my diminished guest experience at the Parks the next three days.
So! The result is that he is refunding our Cabana fee. Then I requested to also receive the room category discount we were told upon arrival that we would receive, but never did....he agreed.
I'm toying with writing him another email, just reflecting on his guest service to me. Should I bother? I don't want to seem like I'm fishing for something more. I'm not. I just think he shouldn't have been so dismissive about a woman's experience with an obvious sexual deviant as a result of failed hotel maintenance. And yes, I laughed and he laughed....but really, it's more creepy-disturbing-funny-after-the-fact than downright Ha-Ha funny. I certainly was NOT laughing that night. Or the next three days.
Thoughts or other advice?
1. Arrived at room that was not “cleaned” and ready for guests. I picked up popcorn kernels off the floor and we were missing several of the basic elements (towels, etc). Thankfully I travel with disinfectant wipes, so I did my own clean before I let the kiddos touch anything. Still, $700+ a night and I have to pick up popcorn on the floor? Yeah.
2. Barely any hot water available in the mornings (like early, when EVERYONE is up for EMH) so did they crank down the hot water tanks after SWGE tanked??
3. Sprung for our first ever Cabana at the pool. Only half day cause that’s was the only thing available per GUEST SERVICES the night before. So we book. Been a helluva year, wanted to “taste the life” lol
#1: Our reservation did not get added to the list for the next morning. Apparently Disney can’t update a Rez list in the AM...uh, I can update my email every 15 seconds if I choose to?! Fine, whatever and who cares. Except that the Cabana CMs made us feel like we were trying to pull one over on them!!! Seriously?? Yeah, we decided to pony up the $300+ dollars for a special family treat to be spoken to in a condescending tone inferring they had no record of the “so called Rez” my husband made the night before, but they are SO HAPPY THEY COULD, AHEM, ACCOMMODATE US???” Really? Wow. Thanks. Perhaps you could have started with “how-to-treat-guests-101” and called Guest Services to ask if we had made a reservation! They had the record. They charged our room!! I guess we weren’t Cabana material.
#2: Paid $300+ to be treated like steerage and then had to listen to the GCH Craftsman Bar being jackhammered to shreds over HALF the time. Very relaxing. Like a root canal...
4. One laundry facility completely out of order with a “Sorry!! Have no idea when it will be fixed!!” Ok. Guess we’ll make the hike to the other laundry a mile away. For reference, we travel lite and do laundry halfway through. Easy peasy. Arrived to fine the stacks of laundry 6 deep and was told, “just add your to the line and sit here for hours” Nope. DH graciously offered to wait until super later when the place should be deserted.
5. PANTY THIEF. Ok, this is gross. So DH (I would classify an OCD type person) went to do the fam’s laundry. Hiked there, started loads, hiked back. He, naturally, has it timing on his watch and arrives PRIOR to wash completion. He transferred the loads and hiked back again. Timing commenced. He arrived BEFORE the dryer had shut off, removed all clothes, hiked back and we began to fold.... to find that I’ve been left ONE pair of panties. Wow. Someone opened our running dryer, rummaged around, removed all but ONE of my panties, closed and restarted our clothing... well that’s worth $700+ a night!! BLEHHHHH!!!!! Threw the sad remainder in the trash. Yeah, I will NOT be wearing the sad offering you chose to “throw back” after who knows what. But thanks. Really.
Now, I know there is seedy in every corner of the world & it’s not Disney’s responsibility. However, if they had PAID to fix the second laundry room or PAID the staff able to fix the laundry, perhaps I could have done my family’s laundry in the crisp sharp air of daylight, sunshine, and passers-by!!! Instead, I’m going home commando. Oh yeah.
Regrettably, there was a full moon at the Galaxy’s Edge tonight...under wraps, but nonetheless present. Magical.
Anybody know where Iger’s office is? Perhaps I could deliver him a pressed ham...
UPDATE:
Wanted to update on our complaint journey.
I sent an email yesterday to the General Manager of the GCH and Josh D'Amaro (thank you for suggesting that @theluckyrabbit!) and I received an email from the GM requesting a phone call today. Just hung up.
Overall, the interaction was ok. I felt like he understood my concerns about the Cabana CM interaction. (On a side note, I had forgotten when I initially shared our story that the CM also did not remove the "Available. Please Call Guest Services" sign from our Cabana. Everyone else had a sign with their name on it. We looked like we were squatting in a Cabana in the whole time! sheesh) He admitted that of all the things I shared, this was the one that bothered him the most. He said all the right things about how our experience was not up to the standard of guest service.
He was far less concerned with the laundry theft. And was kind of dismissive. He initially misunderstood and thought there were other guests in the laundry room when my panties were stolen - he said he couldn't tell me "for sure" whether my panties were stolen or misplaced due to other guests using the laundry. When I clarified that my DH was the ONLY person doing laundry in the middle of the night and that my panties were taken from a running dryer...which the perv graciously RESTARTED for us...LOL. He laughed (I did too) and was then a bit speechless.
He didn't have an answer to whether the laundry room door was locked at all times with the key slot working, but told me that it would be highly unlikely that a person off the street would wander in and find that particular laundry room. In his words, he said it was not an obvious location and someone off the street would have to be "really looking for a laundry room to find it -haha." He said he thought it was probably a guest. He wasn't sure if they had any video footage, but said that he could look into that. But then he followed by saying if they had any video it would likely only show someone that wasn't my husband and nothing they could do anything about really... Well, I guess that's true. Unless its a CM or Security person! Just sayin. I think it was pretty dismissive to assume anything without first doing the tiniest bit of leg work first to get some answers BEFORE calling me. Or am I crazy?
Granted he initially did not read my letter slowly enough (because I perfectly described the empty laundry room and how someone deliberately removed my panties and restarted our dryer) but after understanding on the phone that he was mistaken, shouldn't he have said he would like to make a few phone calls and get back to me? Is that too much to expect? I think an answer to whether there is a working lock on that door is not too much to ask when safety is on the line. This a not a Dorm. I would have preferred to hear "I confirmed the key card slot is fully functioning and working" rather than, "I don't think you need to worry about security at the hotel. We have hotel security and DTD security"...ok. That feels like a brush off. Cause I had to go commando for 3 days. So...glad you don't think I need to worry. Would you like to do your job without drawers for 3 days??
Especially since the ONLY reason my DH was doing laundry in the middle of the night was because the large second floor laundry room was not operational during our stay. Is that the hotel's fault? No. Things happen. But it's not my either. And the result of not getting the laundry room fixed in a timely manner was the consequence we were faced with....hours of waiting in line, or come back to the laundry room late when NO ONE else is around. Or we thought!! LOL
So is it the hotel's fault that some weirdo stole my panties? No. But had the second floor laundry been operational, we would have done the laundry during the daytime when it would be less likely that someone would take the chance of rifling through a stranger's clothes. Especially since my DH or I frequently just wait there and don't travel back and forth. DH came back to the room because we were getting the kiddos to bed and getting things ready for the next EMH.
In a funny way, my biggest complaint with the Cabana Host ends up being the same complaint after speaking with the GM. Both should have made a few phone calls before speaking. A little leg work on their part would make it easier to swallow the explanation and feels less like a brush off. Mistakes happen. I don't expect perfection. But I think I deserved functioning hotel facilities and a simple safety questioned answered. Either one could have prevented my diminished guest experience at the Parks the next three days.
So! The result is that he is refunding our Cabana fee. Then I requested to also receive the room category discount we were told upon arrival that we would receive, but never did....he agreed.
I'm toying with writing him another email, just reflecting on his guest service to me. Should I bother? I don't want to seem like I'm fishing for something more. I'm not. I just think he shouldn't have been so dismissive about a woman's experience with an obvious sexual deviant as a result of failed hotel maintenance. And yes, I laughed and he laughed....but really, it's more creepy-disturbing-funny-after-the-fact than downright Ha-Ha funny. I certainly was NOT laughing that night. Or the next three days.
Thoughts or other advice?
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