I’ll
Sorry it was connecting, we needed the two rooms together in order to have my mom help with our kids. And ya I understand you don't always get what you request but I think it was the fact that the room between us was in no way booked. We checked every time we walked by and it was empty and looked ready to go. And I would've rather had CS just tell me it was not in service or anything other than "someones using the room".
If it’s booked, then it’s booked. Maybe it was someone there for a meeting. Maybe it’s someone there with family and they chose to spend most of their time at that room. Maybe they were on the same schedule as you. Maybe one of their family members likes having the blinds open; if I hadn’t closed them, my then husband would have left the curtains open in every Disney hotel we ever stayed at. We had a corner room at POR once, and I swear that man just wanted everyone to stare into our room. He never closed them.
If I'm not mistaken, you aren't actually talking to the front desk when you call, but rather the call center. Maybe go to the desk next time, I find in person works best. And, next time just report the issues to housekeeping, don't clean it yourself!
Yep.
But Disney will never tell you that.
The oddest part to me is the insertion of "Quinns" personal feelings about the tower...who the heck cares what his/her personal preference is - VERY unprofessional
I think it’s nice. Shows that they read the email and are saying “hey I’ve been there and I hear you”.
Lol...ummm while that is true; it's pretty interesting and ignorant of "Quinn" to then explain how they have those preset buttons on the phone for a guests convenience. The Op already did what had been recommended in the email.
Big companies have preset paragraphs for common emails. It’s up to you to leve them in or take them out. I’d bet lots of money that Disney uses those (
Amazon called them blurbs). And I’d bet more money that that paragraph is a blurb that was either left in accidentally bc Quinn was trying to connect by personalizing it later on, or because it’s for public view.
she told me that if I paid my balance in full my room was guaranteed regardless if I showed up or not, so when I showed up was irrelevant to them.
Yep. And since rooms agenerally charged for the morning or checkin, pretty much all rooms are prepaid.
my thoughts are in red as to how the response could have been re-worded in a way that may have appeased OP. I say this as someone who used to work in hospitality and customer service, and know a little word-smithing can go a long way
The email was fine for me, so rewording isn’t needed for everyone.
I wrote a review once about a hotel in Greece where they demanded I pay in cash even though they took CC’s I found the entire thing both unprofessional and fishy. Wanted to warn others to have cash on hand when staying there. They decided to argue with me on Trip Advisor. I rarely use that site anymore though, too many fake reviews.
I tried TA reviews back when I started going to
Disneyland in 2007ish, and reviews there for Disney hotels are simply never useful IMO. So it’s not just “anymore.” IMO it’s been forever.
I think they replied to your subject of the review that you won't be back.
Exactly.
And it isn’t saying “you aren’t welcome here.” Quinn heard what the OP said and wasn’t going to patronize them by saying anything about them staying there again. The OP doesn’t want to be there; why tell them to come back? That’s the whole point of having a zillion hotels.
Mentioning the buttons on the phone is patronizing and intended to be snark. It adds no other value. It is insulting.
It’s almost certainly a blurb. Preset responses aren’t snark. And although Disney lies about it being the actual “front desk” they’ll never tell you that. That blurb is their official line on how to contact the front desk. And it IS how you contact housekeeping, rather than using a show to hammer something in.
Same applies to the comments about staying elsewhere. It adds no value. It is purely meant to deflect from the deficiencies reported.
I disagree.
You guys can defend the response if you wish, but someone working for my company would get fired for saying something like that in that setting.
Unfortunate. I was a terrific, thooriugh CS rep for a large company I’ve already mentioned, back in the early days when they got reward after reward for good CS. I got physical letters of thanks from people o helped. I was very good. (I was also very slow bc I got the complicated cases and I cared about them lol) And that sort of personalization is exactly what got me kudos. I’d read it, I wasn’t going to patronize them by suggesting they try again, etc. And since we all know that many CMs don’t live in FL and might ever have been to Orlando, it was nice that Quinn had been there.
As an email back to someone I’d have modified the front desk blurb more, but as it was pointed out, this is being read by those silly souls who use trio advisor, so they likely have to leave it in.
It is a little like going to a steak restaurant as a vegetarian and being displeased. They are not equipped to do what you want.
FWIW one of the best and most creative meals w had was at a serious steak place.
If the room next to yours had their curtains open the entire time you were there, I’m pretty sure you’d notice it wasn’t occupied.
I don’t look into rooms with curtains open, so I wouldn’t.
"We conveniently have preset buttons on your in-room phone"... that statement is pure, unadulterated snark. It cannot be viewed in any other light.
Disagree.
I would also ask why do you defend so vehemently what may possibly be poor customer service or at least mediocre service.
Because many of us don’t see it as poor CS.
now. 
