Disney's Standards are Hardly the Highest Among Hotels
dave2822 said:
I suppose it's "well balanced," but "pointless" comes to mind. Nobody else even tries to do what Disney does, the standards they set are incredible.
Marriott, The Four Seasons, The Ritz Carlton, Hilton, and The Westin all have higher standards for customer service than Disney. I travel the world on business and go to WDW three or four times a year with my family. I worked in Resorts at WDW (in reservations) so I know the system pretty well. I can assure you that the quality of the experience has declined steadily over the past 25 years starting back when I would go with my parents. The biggest issues, which have all happened in the past five years:
1. Last year Disney lost my reservation at Fort Wilderness. The manager accused me of falsifying an emailed confirmation to which I immediately produced the white mail version and watched her shrink in horror. I demanded an appology which she refused. As a matter of principle I refused to leave it at that and pursued two days of calling managers and reservations. I had to call a senior manager friend who got a Resorts executive who appologized and refunded the first three nights.
2. Two years ago I showed up at the Contemporary and was told my tower room, which I had reserved, was not available. Instead I was offered a wing room which I at first refused. I asked about the Poly or Grand Floridian and was told they were sold out. I begrudgingly took the wing room. When I arrived it was a smoking room which, combined with the soaking wet carpet, made the room smell horrible. I called the Poly and GF directly; both had rooms. I returned to the front desk, explained the room was unacceptable and informed them they were wrong because the Poly and GF both had rooms available. When I told them I was leaving I was presented with a bill! Not only that, it was at the much higher tower rate! I told them they must be kidding and to get a manager before I went ballistic. The manager said I had already occupied the room to which I requested he visit the room with me. When we arrived he agreed the room was uninhabitable and offered another room to which I told him to zero out the bill before I became unruly (it helped that I am 6'2" and he barely reached my shoulders).
2. Three years ago I was billed at the Coronado Springs Resort for my room plus someone elses. It took 3 months to resolve the situation including three letters, seventeen phone calls, and a cease and desist letter from an attorney to Disney. Just before getting the refund, the previous manager offered "a substantial discount". Are you kidding me?
3. Five years ago at the Polynesian the day bed was broken as was a light fixture with exposed wires. We asked for a new room and were told they'd be glad to upgrade us at a cost. I refused and explained my wife was a travel news editor and would be happy to write an article about this experience. Disney offered to fix the problem and then showed up at 9pm! I went to the front desk where I offered to lick my fingers, grab the wires, and sue Disney for millions before the night manager moved us to a new room. Oh, and yes, the wires were live!
In contrast, my one comparable problem in the last five years outside of Disney:
Three years ago I was staying at a Hilton in London and the air conditioner in my room broke. They asked if I would prefer to be moved or have an engineer come up. They sent a bellman to help move my things, escort me to the new room, and make sure the A/C was working. The next morning there was a letter at the front desk from the manager with an apology, and upon checkout noticed they refunded that night.
I have had problems at many hotels, but they have all been resolved within minutes or hours. I have had rooms refunded, been relocated or upgraded, and even been moved to another facility. Only Disney has the audacity to assume the customer is wrong, crazy, or gullible. I am returning to WDW in two weeks because although their resorts have serious problems, I find my magic in the theme parks.
