Be aware that when my wife an I relied on the card locking system our room was entered and Pepper Spray was used on me when I persued the attacker. Disyneyland Paris deny anything was wrong and that we left the door open. Use the bolts and do not believe that they have your best wishes at heart.
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Hotel security at Disneyland Paris
- Thread starter Malcolm Riches
- Start date
lebernadin
New Member
As ogryn said, care to elaborate? I tend to be skeptical when someone joins a site just to make a random post like that with very little detail.
Communications
Here is the communications we gave
To whom it may concern.
We stayed at The Hotel Cheyenne between 31st March and 1st April 2004 in Room 2174. On our last night I was awoken by an intruder at around 1am. He fled the room and attempted to attack me with pepper spray. We visited the night receptionist or manager who we belive is called Thiery and the police were called. We took it no further as we could not give an adequate description of the attempted assailent. After the event we were dismayed to hear that there are no security cameras in the hotel corridors, surely a conceren where the risk of child abduction is serious, and that there was no way he could have got into our room because of the card system. We are very disaapointed that no one from your company has contacted us since to explain how this could of happened or given any kind of apology. Can you please contact us with some kind of remedial action you are going to impliment before something more serious occurs. remember you say it could not happen but the evidence was there to prove it did and it has left two very worried victims in its wake.
Yours hopefully
Malcolm and Jacky Riches
Here is the communications we gave
To whom it may concern.
We stayed at The Hotel Cheyenne between 31st March and 1st April 2004 in Room 2174. On our last night I was awoken by an intruder at around 1am. He fled the room and attempted to attack me with pepper spray. We visited the night receptionist or manager who we belive is called Thiery and the police were called. We took it no further as we could not give an adequate description of the attempted assailent. After the event we were dismayed to hear that there are no security cameras in the hotel corridors, surely a conceren where the risk of child abduction is serious, and that there was no way he could have got into our room because of the card system. We are very disaapointed that no one from your company has contacted us since to explain how this could of happened or given any kind of apology. Can you please contact us with some kind of remedial action you are going to impliment before something more serious occurs. remember you say it could not happen but the evidence was there to prove it did and it has left two very worried victims in its wake.
Yours hopefully
Malcolm and Jacky Riches
Disneyland First Response!
<?XML:NAMESPACE PREFIX = O /><O
></O>
I would like assure you that upon receipt of your electronic mail, it was immediately forwarded to the relevant departments, including the on-site security team and the management of Disney's Hotel Cheyenne®. At that time we investigated your concerns in detail as we do appreciate the severity of your claims. It is in accordance with these discussions that I am making my reply.<O></O>
<O></O>
I would like to reassure you that the security of the Guests visiting the Resort is the paramount concern of Disneyland Paris and therefore it was decided to blend the security division in with the general ambience of the Resort. With this in mind, plain clothed security Cast Members patrol the entire Resort, complimenting the uniformed security guards on show to Guests. The use of cameras (these are subject to numerous legal restrictions) and radios allow us to maximise our security presence. These cameras are purposely discreet in order to uphold the visual harmony of the Guest experience here at Disneyland® Resort Paris. Although, you confirm that you did not see any extra security, I can assure you that they were definitely present. This being said, it is not corporate policy to disclose the internal security measures for obvious reasons, which I am sure you understand.<O></O>
<O></O>
I regret and am concerned that the actions of other Guests diminished the enjoyment of your overall visit. Disneyland Resort Paris does not have control over the actions of all our visitors and we can usually trust Guests to show respect to one another. There are, however, rare occasions where the behaviour of some Guests can deter from other Guests' enjoyment. With the above in mind, Disneyland Paris sincerely regrets the reported incident, although cannot be held responsible for the action of other Guests in the Resort.
<O></O>
You mention that you were disappointed that you were not contacted following your experiences. Please rest assured that this information has been passed on to the Quality Manager of Disney's Hotel Cheyenne in order to avoid a similar comment form any future visitor.<O></O>
<O></O>
<O></O>
<O></O>
<?XML:NAMESPACE PREFIX = O /><O
></O>I would like assure you that upon receipt of your electronic mail, it was immediately forwarded to the relevant departments, including the on-site security team and the management of Disney's Hotel Cheyenne®. At that time we investigated your concerns in detail as we do appreciate the severity of your claims. It is in accordance with these discussions that I am making my reply.<O
></O><O
></O>I would like to reassure you that the security of the Guests visiting the Resort is the paramount concern of Disneyland Paris and therefore it was decided to blend the security division in with the general ambience of the Resort. With this in mind, plain clothed security Cast Members patrol the entire Resort, complimenting the uniformed security guards on show to Guests. The use of cameras (these are subject to numerous legal restrictions) and radios allow us to maximise our security presence. These cameras are purposely discreet in order to uphold the visual harmony of the Guest experience here at Disneyland® Resort Paris. Although, you confirm that you did not see any extra security, I can assure you that they were definitely present. This being said, it is not corporate policy to disclose the internal security measures for obvious reasons, which I am sure you understand.<O
></O><O
></O>I regret and am concerned that the actions of other Guests diminished the enjoyment of your overall visit. Disneyland Resort Paris does not have control over the actions of all our visitors and we can usually trust Guests to show respect to one another. There are, however, rare occasions where the behaviour of some Guests can deter from other Guests' enjoyment. With the above in mind, Disneyland Paris sincerely regrets the reported incident, although cannot be held responsible for the action of other Guests in the Resort.
<O
></O>You mention that you were disappointed that you were not contacted following your experiences. Please rest assured that this information has been passed on to the Quality Manager of Disney's Hotel Cheyenne in order to avoid a similar comment form any future visitor.<O
></O><O
></O><O
></O><O
></O>The Final Response from Disneyland
And this is how they treated us!
After a thorough review of your comments, I would like to reiterate that each and every file is treated in accordance with our Guest Care Programme. In order to provide a reply to your observations, your comments were immediately forwarded to the operational departments involved and at this time the necessary feedback was requested. Upon receipt of this feedback, my reply was then subsequently written.<?XML:NAMESPACE PREFIX = O /><O></O>
<O></O>
I can confirm that a thorough investigation of the circumstances surrounding your experiences was made at the time. The findings of the internal security and Disney's Hotel Cheyenne® confirmed that there was no problem with the locking mechanism on your door and this was later confirmed by the Police. In addition, there was no forced entry into your room and the record of entries made via key card was also conclusive. As a result, it seems that the entrance of the intruder was made possible by the fact that the door to your room was not closed properly. <O></O>
<O></O>
While every effort is made on the side of Disneyland® Resort Paris to ensure that our Guests are secure and safe we rely on our Guests to help us as much as possible. As a result; there are security latches on all doors, which we encourage Guests to use. As far as further internal security, I must reiterate that I am not at liberty to disclose the policies and measures that we have taken here at Disneyland Resort Paris.<O></O>
<O></O>
While Disneyland Resort Paris may sympathise with your experiences, I trust you will understand our position on that situation and as these responses are as complete and detailed as possible. I would also like to point out that they are definitive and that Disneyland Resort Paris cannot consider entering into any further communication on this matter. Therefore, I can only reiterate the points made in my previous correspondence of 2 September 2004.<O></O>
<O></O>
Nevertheless, I hope that we will have the opportunity to welcome you back to the Resort in the future.<O></O>
<O></O>
And this is how they treated us!
After a thorough review of your comments, I would like to reiterate that each and every file is treated in accordance with our Guest Care Programme. In order to provide a reply to your observations, your comments were immediately forwarded to the operational departments involved and at this time the necessary feedback was requested. Upon receipt of this feedback, my reply was then subsequently written.<?XML:NAMESPACE PREFIX = O /><O
></O><O
></O>I can confirm that a thorough investigation of the circumstances surrounding your experiences was made at the time. The findings of the internal security and Disney's Hotel Cheyenne® confirmed that there was no problem with the locking mechanism on your door and this was later confirmed by the Police. In addition, there was no forced entry into your room and the record of entries made via key card was also conclusive. As a result, it seems that the entrance of the intruder was made possible by the fact that the door to your room was not closed properly. <O
></O><O
></O>While every effort is made on the side of Disneyland® Resort Paris to ensure that our Guests are secure and safe we rely on our Guests to help us as much as possible. As a result; there are security latches on all doors, which we encourage Guests to use. As far as further internal security, I must reiterate that I am not at liberty to disclose the policies and measures that we have taken here at Disneyland Resort Paris.<O
></O><O
></O>While Disneyland Resort Paris may sympathise with your experiences, I trust you will understand our position on that situation and as these responses are as complete and detailed as possible. I would also like to point out that they are definitive and that Disneyland Resort Paris cannot consider entering into any further communication on this matter. Therefore, I can only reiterate the points made in my previous correspondence of 2 September 2004.<O
></O><O
></O>Nevertheless, I hope that we will have the opportunity to welcome you back to the Resort in the future.<O
></O><O
></O>Why we believe they are in the wrong
This goes against their acusation we left the door open
When we were dismayed to discover that an intruder got into our room whilst it was LOCKED!!!!! by the use of the key guard system. We were told by the security, and the management, the following. EVERY entry and exit is monitored to a room, both at what time and with what pass. If the door is left ajar and not LOCKED an alarm will occur. This had not happened. When we got the security and police to attend and it was left open whilst they inspected it it did show up on the monitoring equipment. They all inspected the door , how it closed, which is very easy and forceful, it is impossible for it not to close unless an object is used to keep it ajar, and if there was any damage. Therefore your accusation that we left our door open is disgusting. Your key card system is faulty or open to some kind of conspiracy or criminal tool to fool the system. This is our concern, it was when we were told of the above and it is now. If there is any kind of issue with the locks surely it is in your best interests and customers safety that it be investigated. We are not after any compensation, we certainly would never consider visiting you again so we are not after a freebie, we just want you to put it right. If the technicalities of this are beyond you can you please put me in contact with someone who is. Do you really think there are people prowling your hotels at night just trying doors on the off chance one is open?
Yours hopefully
Malcolm Riches
This goes against their acusation we left the door open
When we were dismayed to discover that an intruder got into our room whilst it was LOCKED!!!!! by the use of the key guard system. We were told by the security, and the management, the following. EVERY entry and exit is monitored to a room, both at what time and with what pass. If the door is left ajar and not LOCKED an alarm will occur. This had not happened. When we got the security and police to attend and it was left open whilst they inspected it it did show up on the monitoring equipment. They all inspected the door , how it closed, which is very easy and forceful, it is impossible for it not to close unless an object is used to keep it ajar, and if there was any damage. Therefore your accusation that we left our door open is disgusting. Your key card system is faulty or open to some kind of conspiracy or criminal tool to fool the system. This is our concern, it was when we were told of the above and it is now. If there is any kind of issue with the locks surely it is in your best interests and customers safety that it be investigated. We are not after any compensation, we certainly would never consider visiting you again so we are not after a freebie, we just want you to put it right. If the technicalities of this are beyond you can you please put me in contact with someone who is. Do you really think there are people prowling your hotels at night just trying doors on the off chance one is open?
Yours hopefully
Malcolm Riches
Hmmm.. something went wrong somewhere....
I know when we stayed at Newport Bay we were both impressed with the rear entrance (facing Lake Disney) - the one used by all guests to walk to the parks. Not only did it have CCTV, but inside the themed hinged doors were sliding doors with a card lock for off peak use. No good if someone has a phoney card, but re assuring none the less. Also impressive was the fact that the lifts and stairwells don`t go to the ground floor (to the pools and this rear entrance) - you have to get a lift to the lobby and walk past reception to go to the pool or the parks. We also noticed perimeter fencing and CCTV around the entire resort (discreet, but still there), plus the 24-7 manned security booth at the gates. We had no problems, in fact we felt very safe, but clearly this may not be the case at more `open` resorts (Cheyenne and Santa Fay are more open plan) and something somewhere did go wrong for Malcolm. It can be all the more shocking I guess when the nasty side of the real world intrudes into Disney.
I know when we stayed at Newport Bay we were both impressed with the rear entrance (facing Lake Disney) - the one used by all guests to walk to the parks. Not only did it have CCTV, but inside the themed hinged doors were sliding doors with a card lock for off peak use. No good if someone has a phoney card, but re assuring none the less. Also impressive was the fact that the lifts and stairwells don`t go to the ground floor (to the pools and this rear entrance) - you have to get a lift to the lobby and walk past reception to go to the pool or the parks. We also noticed perimeter fencing and CCTV around the entire resort (discreet, but still there), plus the 24-7 manned security booth at the gates. We had no problems, in fact we felt very safe, but clearly this may not be the case at more `open` resorts (Cheyenne and Santa Fay are more open plan) and something somewhere did go wrong for Malcolm. It can be all the more shocking I guess when the nasty side of the real world intrudes into Disney.
disneyfan@paris
New Member
This is a tricky one...the fact is that the use of cameras in France is very stricly monitored (way more than in most countries) and Disney are right to say that they cannot give details of where they have their cameras. I mean, no company would give that info, so it is unreasonable to expect Disney to do the same. And if even the Police admit that there is nothing they can do, then it is difficult for Disney to prove otherwise. The problem is that: proof. And this is where Disney are in the right, as their system cannot find any fault with the door (and neither can the Police).
Personally, despite what has happened, which is dreadful and I am not condoning these actions, it is difficult to engage the legal responsability of DLRP and I believe that your case has been passed on to senior management...I mean, what you say is serious and such matters are always followed up. As the Hotels are accessible from the outside (in the sense that anybody can reach reception, which is entirely normal everywhere in the world), then I guess that we do have to go along with the "other Guest action" spiel, because there is no proof otherwise. As noted above, there is the problem again...proof!
I do think that your experience is awful, and I can only hope that nobody has to suffer anything like that, but it is difficult to hold anything against Disney in such cases. I work as a lawyer in Paris and honestly, the French legal system makes it really tough to prove this sort of attack. Perhaps the system is wrong, but the problem is that without proof, you cannot pursue this in any way. In addition, and this is just personal advice, I would be wary of printing the whole reply from Disney on these sites: the CMs have a right to privacy and by printing their names, you run the risk of being sued yourself. Be careful, that's all I am saying, but I would recommend taking out the names of the CMs who wrote to you- after all they are doing a job too and it is unfair to cite them. This is also why Disney always put "Private & Confidential" on every letter, as it keeps them safe (I notice you 'forgot' to print that bit).
Seriously, you had real bad luck and I am sorry for that. But Disney cannot do anything in this case, and I would be wary of accusations on websites, especially where Disney are (legally) "in the right".
Visit again, one bad experience should not put you off for ever, and tough though it may be to understand, this sort of thing can happen worldwide and is outwith the direct control of Disney (partly due to the French legal restrictions).
Personally, despite what has happened, which is dreadful and I am not condoning these actions, it is difficult to engage the legal responsability of DLRP and I believe that your case has been passed on to senior management...I mean, what you say is serious and such matters are always followed up. As the Hotels are accessible from the outside (in the sense that anybody can reach reception, which is entirely normal everywhere in the world), then I guess that we do have to go along with the "other Guest action" spiel, because there is no proof otherwise. As noted above, there is the problem again...proof!
I do think that your experience is awful, and I can only hope that nobody has to suffer anything like that, but it is difficult to hold anything against Disney in such cases. I work as a lawyer in Paris and honestly, the French legal system makes it really tough to prove this sort of attack. Perhaps the system is wrong, but the problem is that without proof, you cannot pursue this in any way. In addition, and this is just personal advice, I would be wary of printing the whole reply from Disney on these sites: the CMs have a right to privacy and by printing their names, you run the risk of being sued yourself. Be careful, that's all I am saying, but I would recommend taking out the names of the CMs who wrote to you- after all they are doing a job too and it is unfair to cite them. This is also why Disney always put "Private & Confidential" on every letter, as it keeps them safe (I notice you 'forgot' to print that bit).
Seriously, you had real bad luck and I am sorry for that. But Disney cannot do anything in this case, and I would be wary of accusations on websites, especially where Disney are (legally) "in the right".
Visit again, one bad experience should not put you off for ever, and tough though it may be to understand, this sort of thing can happen worldwide and is outwith the direct control of Disney (partly due to the French legal restrictions).
Number_6
Well-Known Member
As far as the door being "ajar," I stayed at a hotel in New York City last April and found that the door to my room didn't always lock completely when I closed it. I actually had to pull it completely shut, otherwise it wasn't locked even though it was closed, and could actually be opened without the key. I'm not saying that is exactly what happened in your case, but it would mean that the door was closed enough that it might not register as open to the system, but would be just enough to not be locked as it should be. Just a thought.