Disney World (Orlando, FL) Complaint - Unsatisfactory Vacation
FLORIDA -- To Whom it may Concern,
I am sending this E-Mail because I was told there was no where else to turn. Below is one of three E-Mails I have previously sent to Disney Guest Communications. I still have not received a satisfactory answer. Every time I have E-Mailed Disney Guest Communications my E-Mails are answered by (person's name). She has told me that my E-Mails will not go beyond her and that her decisions are final. She has stated to me that there are rules that have to be followed, those rules do not coincide with what she has done. The E-Mail below states the decisions that (person's name) has made. Because the rules were not properly followed the first time with (person's name) decision I have been told by her once to contact the (person's name) to ask them for one of the two FREE night stays at the Grand Floridian. Because the (person's name) were issued these two FREE nights they feel they are rightfully theirs. Then (person's name) told me to take the (person's name) to Small Claims Court because she is not changing her mistake.
I have always thought Disney stood for the love of friends and family, but with her suggestion of how to handle this situation I am rethinking what I thought of Disney. What this E-Mail comes down to is that I am paying for her mistake which should be corrected. My trip to Disney World this time was deplorable. I am now turning to you for an answer. Please read the below E-Mail.
Thank you very much,
Subject: Unsatisfactory Vacation
Date: Mon, 23 Jun 2008 22:35:32 -0400
Dear Disney World,
I took a trip this year to Disney World April 4-7, 2008. My reservation was under the guest name of (person's name) and (person's name). While staying at your resort Disney Resorts a great deal of unsatisfactory things took place. My first reservation was at the Polynesian Resort. I was first placed in a room to the far left side of the resort that bordered a parking lot and the Monorail transfer to Epcot. Within minutes of walking into the dorm that this room was in a musty smell was in the air. At the time parts of the Polynesian Resort I was told was in the process of being renovated. As I entered the room I was first disappointed in the view. I asked for a garden view and I was looking at the end of the parking lot and some type of water pump station for the Blue Lagoon. The balcony to the room was tangled in spider webs and the air conditioner was making a terrible noise. I quickly made a phone call to the front desk to have my room changed. At the front desk I spoke to a young man named (person's named), I believe he was from Ireland. (person's name) apologized for this mishappening and placed us in another room with a view of Cinderella's Castle. This room had a great view, however was not cleaned well. On top of the television system was an empty chip bag and dust so thick I could write my name in it. In the bathroom there were sticky rings on the bathroom counter and glitter on the bathroom floor. I immediately walked back to the front desk instead of calling this time and spoke to (person's name) again. I asked him to transfer my reservation to another Disney Resort. He found me a great room at the Disney Floridian with a parlor in it. Before I checked out of the Polynesian Resort I was given park tickets for the inconvenience, but I also asked for housekeeping to come to the last room I was in so I could show them what was missed when cleaning the room. Housekeeping wouldn't come to the room they only called.
After checking out of the Polynesian and checking into the Grand Floridian. I thought my trip to Disney would finish great. We didn't stay in our new room long because we were starving. We had been checking in and out from 2 that afternoon to 7 that evening. After eating we returned to the room and found it to be very stuffy. Luckily the room had windows that opened. Sleeping that night was hard to do with it being so toasty and the temperature in the room was climbing. Also the ceiling fan was uneven and needed tightened. I called the front desk the following morning to report our new room situation. The maintenance manager I believe his name is (person's name) or (person's name) had our ceiling fan tightened, but had no luck with our air conditioner which was not working. Fans were brought to our room for the remaindered of our stay because the air did not work till our last night stay.
I have visited Disney World since I was a small child and it has always been a magical experience, but this trip was not. Unfortunately Disney World has also done wrong by me in recent E-Mails that I have E-Mailed about this trip. I went to Disney World with myself, (person's name), (person's name), and (person's name). I just came to find out that the (person's name's) E-Mailed you regarding the trip and Disney World has given them two free nights at the Disney Grand Floridian. This greatly upsets me. The trip was paid for in 4 equal parts. Each person in the party paid for one night's stay. I still have a copy of the check I wrote to the (person's name) for this trip to Florida. The (person's name) were given our money to pay for our trip by using their credit/debit card. Recently (person's name) forwarded me Disney World's response E-Mail to him regarding the trip. (person's name) response to (person's name) E-Mail. I called (person's name) number which was included in (person's name) E-Mail. Ms.(person's name)recently called me about her response to the (person's name). She told me that Disney World can only make things right with the person who the reservation name was made in. I find this hard to believe when our reservation was in (person's name) name and the 2 nights stay in the Grand Floridian was issued to (person's name) son (person's name). What if I had been the only one to write a letter to Disney World regarding my stay and the (person's name) had not. Would they have still been issued the 2 nights stay at the Grand Floridian or would I???? Instead Ms. (person's name) asked me to call the (person's name) and ask them to resend their letter back and she would divide them equally between the parties. If I were to ask the (person's name) to do such a thing a great friendship would end. Ms. (person's name) actually had the nerve to say well if you are friends then you should be able to ask them to resend what Disney World has already given the (person's name) for their inconvencences. I have watch the Disney Network my whole life and I thought Disney was into making friendships not ending them. This is just such a terrible thing for Disney to do. I was a paying Disney World customer and yet the (person's name) get compensated for our terrible stay. Basically (person's name) and (person's name) didn't pay for their night stay this past trip to Disney World because Disney World gave them a 2 night's stay at the Grand Floridian. (person's name) and (person's name)are Mother and Son. Also if Disney World's rule is to only issue any compensation to the reservation holder then why were these tickets made out to(person's name)?! The reservation was in (person's name) and (person's name). To be correct by any means the tickets should have at least been in (person's name) name. However (person's name)and(person's name)did pay for their nights stay. This is wrong what Disney World has done. I am so greatly upset and I hope by this E-Mail you will show me the same compassion you have shown the (person's name). A Year of a Million Dreams is your theme as of now and Disney World is asking me to end a friendship because of their wrong doing. What would you do if you were a guest in my shoes?? Thank you,(person's name). If you have any questions please feel free to e-mail me at (e-mail address)