How do I get a Response From Disney?

[brandondad14]

I had an issue with housekeeping at the Polynesian during my last stay in March. I sent an email to wdw.guest.communications@disneyworld.com. I then got an automated response that someone will contact me within 5 days however, it has been almost 2 weeks. Any ideas where I should this letter/ email next?

 

[JTT]

I have contacted Disney several times through; https://disneyworld.disney.go.com/help/email/

They have always sent the auto respond email and then sent me a real response in a follow up email a few days later.

You may want to check your junk mail folder in your email. It may have gotten routed there.

If not try again or call.

 

[brandondad14]

It's not in my spam folder and I sent a follow up email on Monday where I got another automated response however, no real response yet.

 

[Chef Mickey]

If you want advice, I'd write a letter to guest services and personally sign it. Be polite and complimentary about things you like while also very clearly outlining your concern.

I've written several letters to Disney and gotten wonderful responses by phone. I was even sent a Steamboat Willie stuffed Mickey, picture frames, and other Disney memorabilia by mail with personalized note.

One concern I had in particular got me a $300 credit on my reservation right back to my credit card post trip. While we were one of the first to test Magic Bands (we had major problems every day with them), one person in Guest Services gave us special seating at EPCOT for Illuminations and several days of complimentary room/dining plan/park ticket.

The key is, be polite and put some thought into your letter. Disney is trying to do a good job if for no other reason than they want you to be satisfied and go back to spend more money.

 

[jrogue]

I'd write a letter to guest services and personally sign it

Is there any particular address to send a letter by mail? I'd prefer to do it that way if I ever have a complaint, but I haven't seen any mailing addresses.

 

[Chef Mickey]

Is there any particular address to send a letter by mail? I'd prefer to do it that way if I ever have a complaint, but I haven't seen any mailing addresses.

PO Box 10000
Lake Buena Vista
Florida 32830

Send it with the attention direction to Polynesian Resort. You can also mail the Polynesian Resort directly if that is your only concern.

1600 Seven Seas Drive, Orlando, FL 32830

 

[Sans Souci]

We had a multitude of issues three years ago at the BoardWalk. My husband called the hotel directly when we got home and had our issues rectified.

 

[Raineman]

Get a crazy cousin with an RV to kidnap Bob Iger and bring him to your home. Or hold a security guard at DLR at gunpoint while you freak out over Disney's shortcomings. Your choice.

 

[brandondad14]

The issue that I had was as follows; while staying at the Polynesian and had my room serviced by Housekeeping they took my son's blanket when they cleaned the sheets. We reported it to lost and found however, the blanket has never been recovered. When I spoke to the front desk about it they told me the only place that can help me was the lost and found. The lost and found has not recovered the blanket and my soon is still very upset about the whole thing. I was shocked that the housekeepers could be so careless and even more shocked that guest relations refused to help me at all. I wrote the letter explaining my frustration and I am now left even more frustrated since Disney has not responded to my emails. Am I wrong for being made that housekeeping took my son's blanket and lost it or should I escalate this further and if so where?

 

[Jon81uk]

I assume you tried contacting lost and found here https://disneyworld.disney.go.com/faq/parks/lost-found/

Have you tried phoning the hotel (407) 824-2000 (from https://disneyworld.disney.go.com/resorts/polynesian-resort/). Did you get the name of the peole you spoke to on the front desk? Did you ask to speak to a manager before you left?


Also I am not blaming you, but where was the blanket? If it was left on the bedsheets then I wouldn't be too surprised for it to be accidentally taken when the sheets are changed, these things happen. Given how much laundry WDW does each day, unfortunately I think trying to identify your blanket from all the others that go in to lost and found might be hard.

 

[brandondad14]

We filed a ticket with the hotel the day after it happened and I contacted the lost and found by phone when I returned home looking for an update. Someone from lost and found told me they were going to call me back after checking a certain place however, when they did not I called the hotel directly and they told me they could not help me and the only place that could was the lost and found since they were notified. My son 100% left it on his bed that morning before we left the room. The blanket did not move off the bed for our entire stay.

 

[blueboxdoctor]

Get a crazy cousin with an RV to kidnap Bob Iger and bring him to your home. Or hold a security guard at DLR at gunpoint while you freak out over Disney's shortcomings. Your choice.

At any point will Chariots of Fire be playing?

 

[DisneyJoe]

I had an issue with housekeeping at the Polynesian during my last stay in March. I sent an email to wdw.guest.communications@disneyworld.com. I then got an automated response that someone will contact me within 5 days however, it has been almost 2 weeks. Any ideas where I should this letter/ email next?

You will not receive an email response, they will call you on the phone usually in 2 to 4 weeks.

 

[KCheatle]

I'd be very upset if my son's blanket was taken. He's had it since he was an infant. He's now 6, and still insists on sleeping with it every night. Whenever he stays the night at Grandma's, Nana's, or whenever we go on any overnight vacation, it's number 1 on his packing list.

I'm a little surprised that they didn't catch it because we have taken my son's blanket with us to WDW several times, and not only do they not take it with the dirty bed sheets, they actually fold it and put it on his bed with his stuffed animals all lined up. And, it's not like we separate it, and put it somewhere unique. It's still in the bed from the night before. The only thing I guess is that our son's blanket it blue, and so it's easily distinguishable from the white sheets???

Either way, I'd be upset with the lack of follow through on their part. We had a similar experience in the past when my DH left his wedding ring in the hotel room safe accidentally. We called the same day, and they did not have any record of it in lost and found. Thankfully, we had property insurance that covered it if it was lost or stolen, so in the end it was not a huge deal. But, honestly, I'd be more upset if it was my son's blankie than my DH's wedding ring because it means so much to him and something like a blankie is so intangible. I really hope you get it resolved

 

[brandondad14]

You will not receive an email response, they will call you on the phone usually in 2 to 4 weeks.

Thanks for the info. Now here comes the question for Disney's great service. If it's going to take them 2-4 weeks to call me why are they sending out emails guaranteeing a response in 5 days maximum?

 

[AndyS2992]

Thanks for the info. Now here comes the question for Disney's great service. If it's going to take them 2-4 weeks to call me why are they sending out emails guaranteeing a response in 5 days maximum?

Consider yourself lucky, I emailed a complaint last month and they keep phoning me every other day even though the situation was resolved the first call. Not really sure what's going on with this.

Also beware, Disney sells your details. I have also been getting spam calls from American numbers ever since.

 

[Chef Mickey]

I'd be very upset if my son's blanket was taken. He's had it since he was an infant. He's now 6, and still insists on sleeping with it every night. Whenever he stays the night at Grandma's, Nana's, or whenever we go on any overnight vacation, it's number 1 on his packing list.

I'm a little surprised that they didn't catch it because we have taken my son's blanket with us to WDW several times, and not only do they not take it with the dirty bed sheets, they actually fold it and put it on his bed with his stuffed animals all lined up. And, it's not like we separate it, and put it somewhere unique. It's still in the bed from the night before. The only thing I guess is that our son's blanket it blue, and so it's easily distinguishable from the white sheets???

Either way, I'd be upset with the lack of follow through on their part. We had a similar experience in the past when my DH left his wedding ring in the hotel room safe accidentally. We called the same day, and they did not have any record of it in lost and found. Thankfully, we had property insurance that covered it if it was lost or stolen, so in the end it was not a huge deal. But, honestly, I'd be more upset if it was my son's blankie than my DH's wedding ring because it means so much to him and something like a blankie is so intangible. I really hope you get it resolved

I'm not blaming anyone, including the original poster, but let's take a step back.

If you or the child would be that upset if a blanket gets lost don't take it with you. That's number 1.

Since losing a blanket on a vacation is a distinct possibility, explain this possibility and see if the child can accept the consequences before you even go. They should be able to make this decision by age 4 or so.

If they are younger and it's that important to you/the child, this onus is on the parent. The blanket could be folded each morning and placed in a drawer, then this wouldn't happen.

I have a hard time getting too upset with Disney since it's one of those we found it or we didn't. I mean, do you expect compensation? I don't know how Disney could handle it much better than directing you to lost and found. Sure, they could be "nicer" about it and follow up, act concerned, or even offer to replace it, but it's a blanket and the people that made the mistake probably make right around minimum wage. Live and learn.

 

[Chef Mickey]

What is the expected resolution? Just curious.

 

[KCheatle]

I'm not blaming anyone, including the original poster, but let's take a step back.

If you or the child would be that upset if a blanket gets lost don't take it with you. That's number 1.

Since losing a blanket on a vacation is a distinct possibility, explain this possibility and see if the child can accept the consequences before you even go. They should be able to make this decision by age 4 or so.

If they are younger and it's that important to you/the child, this onus is on the parent. The blanket could be folded each morning and placed in a drawer, then this wouldn't happen.

I have a hard time getting too upset with Disney since it's one of those we found it or we didn't. I mean, do you expect compensation? I don't know how Disney could handle it much better than directing you to lost and found. Sure, they could be "nicer" about it and follow up, act concerned, or even offer to replace it, but it's a blanket and the people that made the mistake probably make right around minimum wage. Live and learn.

Number 1 - have some compassion.

Number 2 - there are literally thousands upon thousands of small children that visit WDW, and many of them have blankies, binkies, stuffed animals, etc. that they bring on their vacation because they are in a foreign environment and it brings them comfort to sleep with them at night. Regardless of the fact that WDW advertises and promotes staying "on-site" because of the accommodations for your family, and therefore, should have a heightened awareness of the likelihood of small children bringing sleeping aids and leaving them in their beds, it's an expectation for all housekeeping personnel at all hotels that they keep an eye out for personal belongings and not tamper with them unless they have to in order to accomplish their jobs. So, really, the burden is on the hotel to see to it that your property, with which you have entrusted it during the entirety of your stay, is not tampered with.

Number 3 - The idea that you just "not bring something" because it could be taken from your hotel room is completely off-base. When you stay at a hotel, the expectation is that your things, if they are left in the safe-keeping of your room to which only you and those with room-keys have lawful access, are safe. I have a very hard time believing WDW, of all places, would agree that the burden is on the guest and that the guest needs to take extra safety measures to make sure their stuff is not tampered with while they are at the parks. The suggestion is actually asinine. I guarantee if you called Disney right now and asked them, they would not take the position of "you're outta luck" if your belongings are tampered with in your room while you're out.

Number 4- WDW should have promptly responded to her and not blown her off. Additionally, they should have offered to replace the missing item in some form or fashion because it's certainly not the OP's fault that the item was missing from her belongings. When she left her room, the item was there, and when she came back it was gone. It's not like my DH where he left his wedding ring in the room after checkout or like someone who accidentally loses an item in the parks. The item was removed from her room by someone other than herself. And, presumably, the only other people with lawful access to the room are the WDW staff. Regardless of whether it was a trespasser on WDW's property or a WDW staff member who took it, it's on WDW to rectify the situation.

 

[brandondad14]

I'm not blaming anyone, including the original poster, but let's take a step back.

If you or the child would be that upset if a blanket gets lost don't take it with you. That's number 1.

Since losing a blanket on a vacation is a distinct possibility, explain this possibility and see if the child can accept the consequences before you even go. They should be able to make this decision by age 4 or so.

If they are younger and it's that important to you/the child, this onus is on the parent. The blanket could be folded each morning and placed in a drawer, then this wouldn't happen.

I have a hard time getting too upset with Disney since it's one of those we found it or we didn't. I mean, do you expect compensation? I don't know how Disney could handle it much better than directing you to lost and found. Sure, they could be "nicer" about it and follow up, act concerned, or even offer to replace it, but it's a blanket and the people that made the mistake probably make right around minimum wage. Live and learn.

If my son had left the blanket in the hotel lobby or near the pool then this would 100% be my fault or my son's fault for taking it out of the room and leaving it somewhere, but this is not the case here. The blanket was "taken" from my room. The housekeeping staff was not paying attention when they changed the sheets and took the blanket out of the room. When something is in my room it should be safe from outside elements.

In terms of what I am looking for, I would say at the very least Disney should have offered to send my son a new blanket of some sort to replace the other one and at the very least to apologize to him in some way. The fact that I can not even get Disney to respond to my emails is making this whole situation even worse.