My experience - overall we had a great time with the family - but one thing left a bad taste in my mouth.
Here is the letter we wrote to Debbie Bellavia-Hart, Director, Guest Experience Service.
Email address: WDW.Guest.Communications@disneyworld.com
To Debbie Bellavia-Hart,
I am writing this letter to register a complaint with hopes that you improve your staffs' communication and knowledge both on your reservation line and the hotel desk staff at the Grand Floridian resort.
I attempted to verify all information prior, accurately, and feel slighted as I still missed out on perks that we could have taken advantage of while we there.
I was on the phone for 60 mins with your guest services line hoping to get a resolution to a particular issue. Possibly even get the "vouchers" I found out about only after we got home.
Issues:
When I called reservations after we returned, I spoke with Scarlet and was transferred to some lady in guest services. (forgot her name, sounded older and was knowledgeable but abrupt)
On the phone after checking with 'someone', she said, "since you received an email with a link describing what was to be included there is nothing we can do."
During the reservation process we were not told of this email or of a link that we should be looking out for.
To make things a bit worse - I asked about perks, discounts, fast-pass, parking etc.. for resort holders and annual pass-holders prior to visiting and at the hotel:
I asked this:
At the hotel I was handed my keys to the world and a pack that had a map in it and some flyers. I did not get any "pack" with vouchers.
BTW on the phone with guest services, the lady I spoke with gave me the wrong email address. When I asked how I can register a complaint to help improve this for others, she specifically and insistently told me it was WWW.guest.communications.disneyworld.com. Suspect of this, to make sure, I tested it with her on the phone. I got an email delivery failure as I expected. When I explained that I was a "tech guy" and questioned that I never saw and email address begin with WWW she basically told me that it is WWW "we use it all the time". When I continued to question it again, she put me on hold to check something, by that time I hung up 60 mins later and found the correct email address from a Google search.
I hope you take this information and use it to improve the quality of your services.
Kind Regards,
--------------------------
Please make sure you check everything you get with your Disney pack and don't trust those to know everything you should be getting.
Here is the letter we wrote to Debbie Bellavia-Hart, Director, Guest Experience Service.
Email address: WDW.Guest.Communications@disneyworld.com
To Debbie Bellavia-Hart,
I am writing this letter to register a complaint with hopes that you improve your staffs' communication and knowledge both on your reservation line and the hotel desk staff at the Grand Floridian resort.
I attempted to verify all information prior, accurately, and feel slighted as I still missed out on perks that we could have taken advantage of while we there.
I was on the phone for 60 mins with your guest services line hoping to get a resolution to a particular issue. Possibly even get the "vouchers" I found out about only after we got home.
Issues:
- We were not made aware of this "package" - nor perks
- even when I specifically asked about any
- We did not receive our "benefit" "voucher" "packet" at the hotel.
When I called reservations after we returned, I spoke with Scarlet and was transferred to some lady in guest services. (forgot her name, sounded older and was knowledgeable but abrupt)
On the phone after checking with 'someone', she said, "since you received an email with a link describing what was to be included there is nothing we can do."
During the reservation process we were not told of this email or of a link that we should be looking out for.
To make things a bit worse - I asked about perks, discounts, fast-pass, parking etc.. for resort holders and annual pass-holders prior to visiting and at the hotel:
I asked this:
- During the call for the reservation
- Before we arrived - I called the hotel and spoke with a desk person
- After arriving - In the room I called the front desk
At the hotel I specifically asked about perks, benefits, discounts - not one representative told me anything about this packet and that it had Disney Interactive vouchers, souvenir vouchers, even game arcade pts etc. (which I purchased while I was there) etc.
At the hotel I was handed my keys to the world and a pack that had a map in it and some flyers. I did not get any "pack" with vouchers.
BTW on the phone with guest services, the lady I spoke with gave me the wrong email address. When I asked how I can register a complaint to help improve this for others, she specifically and insistently told me it was WWW.guest.communications.disneyworld.com. Suspect of this, to make sure, I tested it with her on the phone. I got an email delivery failure as I expected. When I explained that I was a "tech guy" and questioned that I never saw and email address begin with WWW she basically told me that it is WWW "we use it all the time". When I continued to question it again, she put me on hold to check something, by that time I hung up 60 mins later and found the correct email address from a Google search.
I hope you take this information and use it to improve the quality of your services.
Kind Regards,
--------------------------
Please make sure you check everything you get with your Disney pack and don't trust those to know everything you should be getting.
