RedVines2001
Mouseketeer
- Joined
- Jun 14, 2018
Just got back from a 3 night stay at GC and wanted to share my experience. Sorry. It's long.
I know about the whole housekeeping situation and knew that my room wasn't going to get turned over. On the second morning after we checked in my wife wanted fresh towels for her post work out shower. She saw a housekeeper in the hallway and asked if she wasn't going to turn down our room (she didn't know). Housekeeper explained our room wasn't going to get service because we had just checked in. Wife then asked the housekeeper for towels. Housekeeper said she didn't have any and told my wife that she had to call the front desk for towels. Wife got a little turned off by that and just showered with the old towels. She also told me the further down the hall was another housekeeper with a cart.
Fast forward to that night we got back from the park and my wife told me about the towel thing. I called down to the front desk and asked for fresh towels. They said they will send it right up. It was 10 pm when I called. Called back at 1030 to check on it. Front desk said that "housekeeping was backed up but we let them know that they had calls pending and it shouldn't be much longer". I said screw it and used old towels. I fell asleep at 1130. Never got my towels.
Went down next morning to ask to speak to a guest service lead. The CM checking ppl in line asked what was wrong. I explained the whole situation. She apologized and explained the housekeeping situation to me and said they would reach out to housekeeping to address the housekeeper's courtesy. She kind of glossed over the fact that my towels never showed up at night. She offered me 100 in credit right away. They were starting to get crowded at the desk and I had a feeling that the CMs behind the desk were pushing for the CM at the line to resolve my issue. I asked if I could get the card of the guest lead so I can email then directly. CM told me that there is an email address on my check out folio that I can email. She said she ordered towels to be sent to my room already. At that point I didn't want to hold up the rest of the line so I just left.
When I got back to my room there was a housekeeper right in front of my room. I could clearly see that her cart had plenty of towels. I went into my room and waited about 5 minutes to see if she would knocked on my door to give me towels. I assumed that she would get the service call from the front desk. Nothing. Went outside and asked her towels and she was happy to give me them. She asked if I needed washcloths, bathmats and toiletries as well. I then told her how my wife couldn't get towels from the housekeeper the day before and how I asked for them at night and I never got them. She told me that she was the one that my wife had talked to and that the linen closet on the floor hadn't been stocked when my wife had asked her and she didn't have any. I thanked her for the towels and went back to my room.
This whole experience was such a let down on so many levels. I have stayed at the GC before and know the experience is already scaled back. No towel animals. No chocolates. No EMH. But somehow this was way worse than all that. I distinctly remember housekeeping CMs going out of their way to ask if we have everything we needed at every opportunity; even if they didn't have towels in their cart they would have done something to try to help you out. Simply saying "you need to call the front desk" would have NEVER happened in the past. While she wasn't rude, my wife said that she seemed indifferent. Didn't try to check with the other housekeeper for towels. Seemed perfectly content with letting my wife deal with situation on her own. That's a huge let down to say the least. And I don't even know what to say about the towels never showing up to my room at night. That's just unacceptable for any hotel. Especially for the exorbitant rack rate I payed.
I'm now trying to figure out what to do. I don't care about a credit or a comp or anything. It's clear to me that the old Disney brand of customer service is no longer a tenant to the company. It's not the same product that I loved and I'm quite frankly not going to pay for this. I just want this to be sent up the chain of the GC. Hopefully they pay attention. Does anyone have any suggestions on who to contact? I was thinking about emailing the GM of the GC directly. Thoughts?
Rant over. Thanks for hanging in there.
I know about the whole housekeeping situation and knew that my room wasn't going to get turned over. On the second morning after we checked in my wife wanted fresh towels for her post work out shower. She saw a housekeeper in the hallway and asked if she wasn't going to turn down our room (she didn't know). Housekeeper explained our room wasn't going to get service because we had just checked in. Wife then asked the housekeeper for towels. Housekeeper said she didn't have any and told my wife that she had to call the front desk for towels. Wife got a little turned off by that and just showered with the old towels. She also told me the further down the hall was another housekeeper with a cart.
Fast forward to that night we got back from the park and my wife told me about the towel thing. I called down to the front desk and asked for fresh towels. They said they will send it right up. It was 10 pm when I called. Called back at 1030 to check on it. Front desk said that "housekeeping was backed up but we let them know that they had calls pending and it shouldn't be much longer". I said screw it and used old towels. I fell asleep at 1130. Never got my towels.
Went down next morning to ask to speak to a guest service lead. The CM checking ppl in line asked what was wrong. I explained the whole situation. She apologized and explained the housekeeping situation to me and said they would reach out to housekeeping to address the housekeeper's courtesy. She kind of glossed over the fact that my towels never showed up at night. She offered me 100 in credit right away. They were starting to get crowded at the desk and I had a feeling that the CMs behind the desk were pushing for the CM at the line to resolve my issue. I asked if I could get the card of the guest lead so I can email then directly. CM told me that there is an email address on my check out folio that I can email. She said she ordered towels to be sent to my room already. At that point I didn't want to hold up the rest of the line so I just left.
When I got back to my room there was a housekeeper right in front of my room. I could clearly see that her cart had plenty of towels. I went into my room and waited about 5 minutes to see if she would knocked on my door to give me towels. I assumed that she would get the service call from the front desk. Nothing. Went outside and asked her towels and she was happy to give me them. She asked if I needed washcloths, bathmats and toiletries as well. I then told her how my wife couldn't get towels from the housekeeper the day before and how I asked for them at night and I never got them. She told me that she was the one that my wife had talked to and that the linen closet on the floor hadn't been stocked when my wife had asked her and she didn't have any. I thanked her for the towels and went back to my room.
This whole experience was such a let down on so many levels. I have stayed at the GC before and know the experience is already scaled back. No towel animals. No chocolates. No EMH. But somehow this was way worse than all that. I distinctly remember housekeeping CMs going out of their way to ask if we have everything we needed at every opportunity; even if they didn't have towels in their cart they would have done something to try to help you out. Simply saying "you need to call the front desk" would have NEVER happened in the past. While she wasn't rude, my wife said that she seemed indifferent. Didn't try to check with the other housekeeper for towels. Seemed perfectly content with letting my wife deal with situation on her own. That's a huge let down to say the least. And I don't even know what to say about the towels never showing up to my room at night. That's just unacceptable for any hotel. Especially for the exorbitant rack rate I payed.
I'm now trying to figure out what to do. I don't care about a credit or a comp or anything. It's clear to me that the old Disney brand of customer service is no longer a tenant to the company. It's not the same product that I loved and I'm quite frankly not going to pay for this. I just want this to be sent up the chain of the GC. Hopefully they pay attention. Does anyone have any suggestions on who to contact? I was thinking about emailing the GM of the GC directly. Thoughts?
Rant over. Thanks for hanging in there.
