Disneyland (California) Informative - Terrible customer Service
LAS VEGAS, NEVADA -- August 8, 2007
My family and I visited Disneyland, California on July 31 through August 2, 2007. We made hotel and park reservations by telephone about four months prior. When I made reservations on the telephone, I requested a room that would be large enough for five people. I asked if I should get two rooms or would there be enough beds in just one room for five people. I was told by your representative that the one room accommodations would be large enough. The room would have two Queen Beds and one day bed. I was never told that the reservations would not be guaranteed.
We arrived at Disneyland Grand hotel on July 31, 2007, Tuesday night around 8:00pm. We checked into the hotel and were given a room with only Two Queen Beds. We were told that they did not have any more day beds and we would be upgraded to a pool view and would be given a sleeping bag. We did not pay this much money to camp out on the floor and I could care less about a pool view. I did not want anyone in my party to sleep on the floor. This is why I made my reservations so far in advance. I was quite upset about the situation and I asked to speak to a Manager.
The front desk Manager, Mike, came out to speak with us. He told us that the reservations I had made were not guaranteed. I then said “I am paying $430.00 a night and we have to sleep on the floor?” His reply to me was, “I have stayed at the Polynesian in Disneyworld for over $500.00 a night and I slept on the floor”. I was appalled! He basically told us that if we didn’t like it they were at 100% capacity and someone else would take the room. I felt like he was doing us a favor by letting us stay at your hotel. He then politely told us his name again and said if there is anything else I could do for you, you can call me; I am the only Mike here. What did he do for me in the first place besides make our first impression of your facilities a bad one?
This was our first visit to Disneyland, and probably our last. I could not believe that with all your company stands for in Customer Service, that this is how you treat your guests.