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How do I get a Response From Disney?
- Thread starter brandondad14
- Start date
Chef Mickey
Well-Known Member
I'm not saying it isn't their fault...It is their fault.
I'm saying sometimes things happen and it's just a mistake. I gave you options to avoid a mistake that can easily happen and not a lot can be done to rectify it.
I'm questioning your desired resolution to the problem? Send him a new blanket or apologizing? I suppose, but the reason you're upset is because it's sentimental. My position is, if it's that important, a new $10 blanket or apology isn't going to fix it. You should have left it at home. Yes, they should apologize and will if you get it to the right person.
I also gave you solutions I think would work better than shooting an email - that's kind of lazy. I'm sure they get a lot more email than letters by mail. All I can tell you is that I've gotten excellent response from letters.
So your solution is that if my son wants to take his security blanket with him on vacation so he feels safe while In a new environment I should tell him no just in case someone comes into his room and takes the blanket away? Should I throw his toys out at home just in case we get robbed ?
You asked for my expectations and you are correct I can not replace a blanket he has had since birth. That being said , if Disney called me back and at least attempted to do something maybe my son would be ok with it rather then telling me he refuses to ever stay at the Polynesian again.
TP2000
Well-Known Member
I'm sure this is tough for your son. But you are dealing with a big company who hosts a couple hundred thousand people per day on its property, and the system they have set up for "Guest Relations Communication" is really just a cubicle farm in a nondescript office park. The blanket is gone unfortunately, and your best hope is a canned response by someone sitting in a cubicle managing a computer program that can create a quick auto-email that conveys some faux emotion.
The people in cubicles who compose the emails are paid to sound empathetic and concerned and gracious when they eventually get back to you. It's all done with a few keystrokes on a program that creates customizable three paragraph replies within a minute or two.
At this point, we should just be happy the canned response is coming from a Kissimmee office park, and not yet been outsourced to India like many other companies have done with their customer service centers.
DManRightHere
Well-Known Member
Keep trying. You will get a real response, hopefully they are trying to source your information to the proper channels at Polynesian.
GVentola
Well-Known Member
I always use the address guest.services@disneyworld.com to send praise or complaints. I've never been left wanting. Not like that time when I physically went to a Guest Relations office at Epcot to complain about the parking lot attendants not being present, and the cast member looked at me blankly and said, "Well, what do you want me to do about it?" Sometimes when e-mailing guest.services@disneyworld.com I have specifically asked for compensation and gotten it. Mail turnaround, in my experience, has been just a few days.
I feel for your little boy. I still have my childhood blanket in my room. Hope you get this resolved quickly!
I feel for your little boy. I still have my childhood blanket in my room. Hope you get this resolved quickly!
NYwdwfan
Well-Known Member
Why would you tell your son Disney isn't calling you back?
Hopefully they will get back to you, but in the meantime, why not just buy him a cool blanket, tell him Mickey sent it and have him feel better about the situation?
Chef Mickey
Well-Known Member
I'm pretty sure the toys at home are different situation since it's a more controlled environment and robbery is much less likely, but LOL for effort.
My solution is to use it as a teaching opportunity for your son, be realistic, and contact Disney again the manner I suggested. There is no "solution" to a lost one of a kind item (which is why it's bring at your own risk).
Just remember, Disney didn't lose it on purpose, they have a ton of lost stuff every day, and there isn't much they can do to replace it. Earlier in the thread, I gave you details on how to contact Disney in a more meaningful way to get whatever unknown resolution or response you want, yet you still ask me what the solution is? Do what I suggested!
How old is your son? Maybe it's time for the blanket to go away anyway.
Chef Mickey
Well-Known Member
You're totally missing the point. They didn't do it on purpose. Since accidents happen, leave emotionally charged items in the provided safe, on your person, or at home.
A lost blanket is unfortunate, but Disney isn't going to be able to do much about it besides apologize (which I believe they will). I suggested she contact Disney is a different way, where I've had success in the past. Shooting them an email and expecting an amazing response for a $10 blanket is probably not the best approach if you want some detailed response or amazing attention. She also could have called the resort until she got connected with someone who would be willing to help. Persistence is important in these situations.
After I've written letters, I've received amazing responses and even unsolicited compensation for my issues. I do however remain realistic in my approach and it's reflected in my writing to Disney. I think they appreciate people who think clearly.
ninjaprincesst
Well-Known Member
I recently had a complaint about Whispering Canyon. I sent an email and got a phone call about it about two weeks later
J_Krafty24
Active Member
I dont know what your expected response from Disney is but I think the suggestion of buying your son a new blanket and telling him Mickey sent it as a replacement is a great idea. I would also recommend that during all future hotel stays any personal items get folded up and set on the end table instead of left in the bed.
KCheatle
Well-Known Member
I don't think anyone is suggesting that the Disney staff did it intentionally. But, that doesn't matter. Whether someone does something intentionally or negligently, they still owe you. That's pretty well known in our society (e.g., if you run a red light and hit a car, whether you did it intentionally or negligently, you still owe the person who's car you hit for their damages).
If they haven't found the blanket by now, I agree the chances of them finding it are slim to none. But, that doesn't relieve them of their responsibility to attempt rectify the situation as best as possible. How they do so is between WDW and the OP. But, there really is no question that the OP is entitled to some sort of remedy from them.
And, the idea of leaving "emotionally charged items" at home is really pretty ridiculous. There are so many things that people have (wedding rings, various jewelry items, prescription glasses, retainers, favorite shirts, new Nike shoes that they just got for graduation, etc. etc.) that the suggestion that people only bring things they are "okay losing" to WDW out of fear that someone will take them from their room is completely off-base. Whether that's a motto you live by is up to you, but to expect that other people live by that, especially when they are paying $400-$600 a night to stay at the Polynesian resort in WDW, is nuts.
KCheatle
Well-Known Member
Pumbas Nakasak
Heading for the great escape.
This works I believe
Chef Mickey
Well-Known Member
Again, Disney will fix it and I suggested another means to rectify the situation. OP could have also wrapped up a solution before leaving the Polynesian. Now that he's doing it remotely, Disney will have to put it through their normal process...probably taking weeks to respond to email.
Paying $500/night at Polynesian doesn't guarantee they won't make a mistake. Again, meaning you should leave these kinds of items at home, in a safe, or on your person if you're that concerned about replacement ability. Cost per night has nothing to do with a mistake. Have you ever stayed in expensive hotels outside of WDW? They aren't perfect either...but they will fix the situation, just like Disney will.
I paid $1300/night for a suite at the Ritz in the Caymans and when they made a mistake, I got a night free before leaving the resort. Point is, mistakes can be made and good resorts will fix them, usually right away if you demand an answer...that was a mistake.
You can't blame Disney for not even getting a real opportunity to fix this. Again, shooting them an email is the wrong approach if you want a quick and thoughtful resolution.
daisyduckie
Well-Known Member
If sending an e-mail isn't getting you anywhere then do go to sending them an old fashioned letter. Why keep trying the same thing that isn't working??????
I also think it is a great idea to yourself find a replacement blanket, wrap it up, and tell your child Mickey is sorry the blanket was accidentally taken, so he personally sent him a replacement. Instead of being frustrated, and bashing Disney World and the people at the Poly, try and make it about how great Mickey is and how much he loves each child.
Fwiw, years ago my niece lost her special blanket at the Poly. We moved to the Beach Club and that night realized we didn't have it.
They found it and sent it over the next day. I've learned from that to not leave anything of value on the beds. A blanket is easily missed, and as you don't always have the same housekeeper, it is easy to see how it could have been overlooked.
I also think it is a great idea to yourself find a replacement blanket, wrap it up, and tell your child Mickey is sorry the blanket was accidentally taken, so he personally sent him a replacement. Instead of being frustrated, and bashing Disney World and the people at the Poly, try and make it about how great Mickey is and how much he loves each child.
Fwiw, years ago my niece lost her special blanket at the Poly. We moved to the Beach Club and that night realized we didn't have it.
They found it and sent it over the next day. I've learned from that to not leave anything of value on the beds. A blanket is easily missed, and as you don't always have the same housekeeper, it is easy to see how it could have been overlooked.
jaklgreen
Well-Known Member
I do not understand how laundry did not find it. I know they do a ton of laundry but the sheets and towels, etc all get folded. The blanket would stand out. It did not just disappear into thin air. We have taken our kids' blankets with us and have never had an issue with house keeping taking it. That was careless of house keeping.
lifeguard1020
Active Member
There are more than 20,000 rooms on site.even if only half the rooms are occupied, and they each only have one queen bed, that's still at least 18,000 sets of sheets that have been changed and laundered. I genuinely feel bad for the OP, but the blanket is gone. I've had a similar situation happen to me, and i went to the Desk that day, and they were able to locate it. For these things, the longer you wait, the less likely to be able to be fixed...
jaklgreen
Well-Known Member
They do not change the sheets out every day. It is supposed to be every 4 days, but we have actually had to strip the bed on our trips to get them to change the sheets usually on the 5th night. We usually stay at least 9 nights. I know there are a lot of sheets to go through but still, it will end up somewhere. They are not going to mistake it for one of their blankets and put it on another bed. It should be found within a week, I would think.