msekteermom
Earning My Ears
- Joined
- Dec 16, 2019
I'm hoping to get some feedback here. I'm a Disneyland annual pass holder. Just came back from a weekend trip and had the worst experience with rude cast members.We had a suite at the Grand Californian and were assigned to the concierge floor. I was confused and thought we had concierge access (thought I messed up the reservation) and tried to access the lounge when my 16 month old was hungry and were waiting for the bell staff to bring up our luggage from storage. we had been waiting 40 minutes for the bags and she was crying at this point. Obviously my key didn't work and I asked a cast member for help. She was very condescending and demeaning, like that's not the right key and you don't even have access here. I felt so stupid and humiliated at the end of the exchange. I complained to guest services and was given free dining vouchers. I took them because it's not like the manager can change anything at this point. I felt like it was her way of trying to make it right and I appreciated her effort. The horrendous behavior continued throughout the weekend. For example, we had tickets for WOC dessert party and was seated in an area without a waitress. After waiting 25 minutes, had to ask another waiter to bring us sodas please. He did with the understanding he was not our waiter. Waitress finally showed up, apologized, brought us 1 round of sodas and we never saw her again. I wanted a photo of all of us, but she never came back. My daughter started crying after the show began and my husband decided to take her back to the room. She was tired and we didn't want to disturb other guests enjoying the show. It's dark obviously, there used to be cast members around with flash lights if you needed to leave the area to help you see. No cast members to be found anywhere. The exception being the two that opened the ropes, helped themselves to hot chocolate and left. So he carried her out in the dark trying to find his way, walking slow hoping not to trip. We checked out the following day and I was trying to track down an amazon package that I had delivered to the hotel. It was a part for my stroller that I needed, but I was never told the package was there by the bell staff. The line was always 30 minutes (approx) long when I went down there. Upon asking about the package, I'm told well I can try to find it if you give me the tracking number but no promises I may never find it. He brought it out a few minutes later and stood there waiting for a tip. I finally had to tell him tips were not a guarantee they are earned and he fell short. I get home and find clothing I had purchased as a gift still had the security tag on it. I now call the merchandise number on the bottom of the receipt. I'm told to send it back with the prepaid label and maybe in 15 business days if the merchandise is in stock I would get a replacement. If not, I should see a credit on my account. My frustration has reached epic levels at this point. I send an email to customer service and receive this response that states he's sorry about the security tag, I was given dining vouchers for the "inconvenience" at the hotel, so it's no longer an issue, and the park is busy at this time of year so I should expect this. I don't expect to be treated like garbage no matter what time of year I go. I am appalled by this behavior from cast members, customer service, etc. Free food does not excuse humiliating anyone, and if you don't care about your customers perhaps customer service is not the appropriate department for you to be working in. My family feels that my expectations are unrealistic, cast members are lazy and rude and not to expect any help from them because they don't want to be bothered. I honestly don't know what to think at this point. I do know I'm done with the parks for awhile and this makes me sad as I enjoy sharing my love of Disney with my daughter and reminiscing about the times I shared with my dad at the parks (he's very sick and no longer able to talk/walk). Thoughts?