Anyone Written Disney About Their Experience Recently?

[daisyduckie]

I think it is easy enough for them to track who sends how many letters in. They track everything else we do, why wouldn't they?

I also think you are coming off, well, a bit superior, even on this thread. Maybe that is showing a bit in your letters too.

Keep writing if you wish, but stop expecting some huge payback in the form of a long phone call.

 

[Chef Mickey]

I think it is easy enough for them to track who sends how many letters in. They track everything else we do, why wouldn't they?

I also think you are coming off, well, a bit superior, even on this thread. Maybe that is showing a bit in your letters too.

Keep writing if you wish, but stop expecting some huge payback in the form of a long phone call.

I base that only on my past experience, keep up.

I expect nothing. I'm commenting that have received more and better feedback in the past and that has changed the last couple times.

I discussed in great detail why I don't believe they track letters. They don't control the information provided when you send a letter, so the record keeping is more difficult. I also said I could be wrong on that point since I don't work for Disney.

Thanks for the "OK" to keep writing if I wish. Feels better knowing you approve.

 

[Chef Mickey]

I wonder how often Disney Reps get on all the different forum boards and read them?

In the old days, businesses would say they listened to written letters because for every letter actually written there were 100 to 1000 people thinking the same thing but don't write the letter. written letters were important to them.

that was 25 years ago when i heard that on a news story. i'm not sure how email and social media has changed that, because people are some much braver now to be negative in situations sometimes where it isn't even true. mainly because they can hide behind avatars and bogus names.

i hope and believe though that a hand written letter still has to have some effect, though small...how many people do they have dedicated to calling?

I sure hope so. I'm sure Disney knows the general consensus on a lot of issues, but either don't have the power or are already in the process of making a change. Generally, I feel Disney tries to do the right thing, but lately, they've been reacting rather than leading.

 

[Mystic]

We always send an email to guest communications when we return from our trips. We like to hi-light the good as well as the bad. Disney has always be super about getting back to us and getting to the heart of the matter, especially if it's an issue that is of concern. I had an absolutely horrible time at Sanaa on our last visit in November 2014. I've never had a problem there in the past with dietary concerns as the chefs have always been super accommodating. Not this last trip. The chef came out and when I told her what I wanted she said I couldn't have it because the food was prepared ahead of time and there was no spare meats without the seasoning on it. She said this for more than one item as well. Basically she was telling me that I shouldn't eat there. If we'd been staying at Animal Kingdom Lodge I would have walked out and gone over to Boma or Jiko for dinner but we were staying at All Star Movies that trip. The CM that spoke to me about the issue couldn't have been more upset on my behalf. I'm still a little hesitant to go back there but next time if I run into the same issue I will be demanding to speak to a manager.

If you are having any major issues while on site, don't hesitate to contact Guest Relations by email. We stayed at Pop Century for a quick trip once and we came in on a flight that didn't land at MCO until 11:30pm. By the time we got to POP it was almost 1am. We had done online check in and everything and we were STILL in line waiting to check in at 2am. They had one CM doing the magic bands for the next day, one CM checked someone in and left even though there was a line, one CM can barely use the computer system (had him before and he was useless) and then 2 CMs were busy helping guests with Concierge issues. Even the night manager didn't want to step in and get people checked in. I had to call the hotel directly while standing in line at the check in to get someone to come out and get us checked in. While we were waiting I was busy typing up an email to Guest Relations which they received at like 1:55am right before someone came out to finally get us checked in. I received an email from someone at Guest Communications the next day saying my email had been forwarded to the hotel manager for him to respond to. I got a call from him the next day and we talked for about 20 minutes about the situation, which apparently was NOT the way they had been told to do check-ins overnight. They were told that there was to be a single line (not 2 like during the day for online check ins and regular check ins) and that any concierge issues were to be handled after the arriving guests were checked in. He compensated us with free fastpass+ that were good on almost any attraction as well as giving us a complimentary late check out that was much later than standard, we basically got to use our room until we had to head back to the airport at 5pm.

 

[daisyduckie]

Thanks for the "OK" to keep writing if I wish. Feels better knowing you approve.

I wasn't giving you the ok to keep writing, don't be silly. I was saying write, but don't expect too much. You are only setting yourself up to be disappointed if you do.

I want to comment too on the previous post about late night check in. I have done many late night check ins, and no matter the resort there has always been 2 lines, even late at night. If they are not supposed to be doing it that way, they are doing a very poor job of training and communicating that it is wrong.

 

[melmel89]

In all my trips I had never thought to write to Disney about my experiences, I think its a great idea and i'm going to make sure I find the time to do it this year. It may feel like you are just one person, but you never know what it could start! Thanks for the idea

 

[Soarin2u]

I think it is easy enough for them to track who sends how many letters in. They track everything else we do, why wouldn't they?

I also think you are coming off, well, a bit superior, even on this thread. Maybe that is showing a bit in your letters too.

Keep writing if you wish, but stop expecting some huge payback in the form of a long phone call.

No where did I feel that the original poster was acting superior. He is just stating a change he has seen that disappoints him. Knowing that people are paying attention when you say or write something is comforting. I would be upset if I called to find out they don't care as much. Our feedback (and money) is their growth, they should be appreciative.

 

[seahawk7]

We always send an email to guest communications when we return from our trips. We like to hi-light the good as well as the bad. Disney has always be super about getting back to us and getting to the heart of the matter, especially if it's an issue that is of concern. I had an absolutely horrible time at Sanaa on our last visit in November 2014. I've never had a problem there in the past with dietary concerns as the chefs have always been super accommodating. Not this last trip. The chef came out and when I told her what I wanted she said I couldn't have it because the food was prepared ahead of time and there was no spare meats without the seasoning on it. She said this for more than one item as well. Basically she was telling me that I shouldn't eat there. If we'd been staying at Animal Kingdom Lodge I would have walked out and gone over to Boma or Jiko for dinner but we were staying at All Star Movies that trip. The CM that spoke to me about the issue couldn't have been more upset on my behalf. I'm still a little hesitant to go back there but next time if I run into the same issue I will be demanding to speak to a manager.

If you are having any major issues while on site, don't hesitate to contact Guest Relations by email. We stayed at Pop Century for a quick trip once and we came in on a flight that didn't land at MCO until 11:30pm. By the time we got to POP it was almost 1am. We had done online check in and everything and we were STILL in line waiting to check in at 2am. They had one CM doing the magic bands for the next day, one CM checked someone in and left even though there was a line, one CM can barely use the computer system (had him before and he was useless) and then 2 CMs were busy helping guests with Concierge issues. Even the night manager didn't want to step in and get people checked in. I had to call the hotel directly while standing in line at the check in to get someone to come out and get us checked in. While we were waiting I was busy typing up an email to Guest Relations which they received at like 1:55am right before someone came out to finally get us checked in. I received an email from someone at Guest Communications the next day saying my email had been forwarded to the hotel manager for him to respond to. I got a call from him the next day and we talked for about 20 minutes about the situation, which apparently was NOT the way they had been told to do check-ins overnight. They were told that there was to be a single line (not 2 like during the day for online check ins and regular check ins) and that any concierge issues were to be handled after the arriving guests were checked in. He compensated us with free fastpass+ that were good on almost any attraction as well as giving us a complimentary late check out that was much later than standard, we basically got to use our room until we had to head back to the airport at 5pm.

Where can I find that email for Guest Relations?

 

[wdwfan22]

My guess is that they keep track of how many times you write them to complain/give feedback and after awhile you just become an after thought.

 

[Mystic]

Where can I find that email for Guest Relations?

Here you go wdw.guest.communications@disneyworld.com

Make sure you include your phone number in your email so that someone can get back in touch with you. Depending on the nature of your email, that will determine how quickly they get back to you but don't be surprised if it takes a few weeks (usually in the neighbourhood of 2-3 weeks for a response). The fastest I've received a response was 2 days but then I had emailed them from my position on the floor of the POP Century lobby at 2am because we had been waiting an hour to check in and we were still there. I got an email response the next morning saying my email had been forwarded onto the hotel day manager, who called me the following day to discuss the situation. While he couldn't do anything to rectify the check in process for us, he did compensate us with a very late check out time of 5:00pm since we were being picked up at 4:30pm by Magical Express and we got complimentary fastpasses as well.

Make sure you include positives as well as negatives. We try to only focus on 1 or 2 major negatives, like the dining experience at Sanaa I mentioned in my earlier post. Those are the incidents that they will want to talk about because in order for them to address the issues, they need to know what happened and will need more insight into the situation.

 

[Doug Means]

I just sent in my email about our trip last week. i'm kind of excited to to see if i get any response from Disney.

 

[Doug Means]

on the 3rd i sent in my email about our trip and on the 6th i got call from Disney. we had a great conversation about the good and bad of my email. i dont know if she really cared but she really seemed to care...it was really cool

 

[Mystic]

on the 3rd i sent in my email about our trip and on the 6th i got call from Disney. we had a great conversation about the good and bad of my email. i dont know if she really cared but she really seemed to care...it was really cool

I think they really do care. If they didn't they wouldn't bother to follow up with the people who take the time to write to them. I was at WDW for a few days over the July 4th weekend and I wrote to Guest Communications when I got home. I praised the CMs that needed it but I also brought a serious safety issue up, that they were not aware was happening. We were heading back to POFQ late afternoon on July 4th when the bus driver allowed an open double stroller onto the bus with the children still in it. We also had 2 ECVs on the bus and the bus was almost completely full when they brought the stroller on without collapsing it and the bus driver did nothing. The passengers tried to get the family to fold it up but they refused and the driver did nothing except leave MK with the stroller like this. They were standing in the back doorway, completely blocking the back stairs and the door and blocking the ECV in. Had there been an accident, at least 1/2 the bus would have trapped because of them. When I spoke to the Guest Communciations Cast Member about this is was quite upset that this happened as it endangered a number of their guests and the bus driver was at fault for not preventing the open stroller from getting on the bus like they are supposed to. She told me that the information and evidence I had provided (I emailed a picture of the open stroller on the bus) would be sent over to the transportation department so that they could review the rules and regulations with their drivers.