I eventually managed to get that lovely CM on the phone at 7pm tonight
I spent 1h50minutes on the phone with her ( you read that right, 110 minutes ... hope she doesn't hate me now, lol)
we adressed all of my concerns and was very apologetic for our housekeeping issues. And she apologized even more for the fact that I had to ask for a refund for the downgrade, as it should have been done automatically.
Good news is that the allergy cleaning issue was a miscommunication on the housekeeping part. I was explained they had done things properly, but for some reason, at some point someone screwed up and gave me a call I shouldn't have received.
Well that's a relief, at least we weren't put in jeopardy.
The Cast Member at Guest Experience Services offered to refund me for the 3 nights we didn't sleep in the room, as well as a portion of the nightly room rate we didn't receive proper housekeeping (at least 12 days)
total amount of refund offer was $950
the only problem is that my CC had expired, and Disney had only charged me for roughly $700 on my current card. So she could only refund me up to what had been charged by Disney on my cards. she could have refunded multiple cards, but unfortunately I couldn't provide other numbers (expired card was on a now closed bank account)
so I was cheeky enough to ask for tickets on top.
we ended up with a settlement of $700 refund to my CC and 3 sets of 5 days tickets with hopper and waterparks.
she also asked me to let her know where we would be staying on our next visit, in order to extend extra special attention to the housekeeping and overall experience we'd receive on our next stay.
I consider the issue resolved with appropriate compensation relative to the inconvenience.
She, like managers I've met onsite, has gone over and beyond, to try and make things right. And I do appreciate that. (service received might be the #1 resaon why I keep being loyal to Disney onsite, despite the fact that you get more space for less money offsite)
So I wanted to let you know how it turned out.
I know some Cast Members sometimes drop by, even if we're not on the same continent (board wise) so if you're a Cast Member at Guest Experience Services and you know a lovely lady named Jennifer M. don't hesitate to let her know that this crazy french guy really appreciates the time she took to listen and to make things right.
I'd also like to say a special thank you, and express how much I appreciated how Rodney J. talked to me (even pep talked as I was really down) and handled my frustration. He's that big black guy, manager at OKW. Owners and regulars there might recognize him. I really appreciate what you did for me and for my wife. Thank you for the Disney Florist gift you sent us. I'm glad you were there.
I'm still not sure if we'll cancel our stay in August at POR. I might amend my booking, drop the tickets and free dining and stay there for 5 nights instead of 15 currently booked.
I will need to rebuild some trust in Disney onsite, but I just don't want to give up on Disney, so I'll give them a chance. But one step at a time.
Thanks everyone here on the DIS for your support and kind words.
It's now over and I'm glad I can move on, delete some files from my inbox, and get back to planning mode rather that whining/begging mode
Hope I never have to post threads like this one again.
Thanks again everyone.