When I close my eyes and think of excellent customer service, very few companies come to mind. Topping that list is the Walt Disney World Resort, which should come as no surprise. From check-in to waiting in line for attractions, Disney cast members are famous for their hospitable nature (or maybe that’s training?). No matter which resort we choose or park we enter, I continue to be dazzled. A recent stay at the Grand Floridian astonished even more!
The moment we arrived, an energetic and cheerful gentleman greeted us. He quickly took a bag and chatted with us all the way to check-in, offering a birthday button…for my daughters’ doll. Everyone can celebrate at Disney, apparently. Our welcome packet was offered and it was then that I knew Disney’s flagship resort was something extra special. Instead of the typical blue welcome envelope, this one was a deep green packet embossed with the Victorian-esque “GF.” It was fancy.
A visit to the pool was top-notch. The staff at the Beach Pool bar, Rebecca in particular, took the time to remember not only what we were drinking, but that my husband enjoyed two orange slices instead of only one. Nice.
Our room was lush, posh and felt lavish. The beds had a little more fluff, the soap had massaging nubbies and even the toilet paper was embossed just like the welcome packet (it’s the little things). So far, pampering had commenced!
Did you catch that “so far” in the previous paragraph?
After a full day in the sun, a wonderful meal and a monorail ride, we decided to turn in. Oh, turn down service and chocolates are an excellent touch! We cozied into those oh-so-sumptuous beds, and dozed off for sweet dreams until…a blaring alarm woke us at 2 am! Thinking it was a true fire alarm, we started to get the kids outside when all of a sudden- it stopped! We checked around and discovered that no one else seemed to be leaving their rooms so we went back to bed…only to have it happen again! Just like the time before, it turned off as quickly as it started. After the 3rd time, my husband called down to the front desk. More alarms and a visit from maintenance later, we were back asleep, eager to be able to snooze late. We never did find out the cause of the ruckus. At 8am, Mousekeeping knocked on our heavy-eyed door to find out what time we were checking out. Ugh.
As you can probably imagine, we were not too pleased, especially given the price tag associated with such a resort. We don’t generally complain lightly. In this case my husband approached the manager and explained what happened. There was obviously a malfunction in the smoke detector in our room and he needed to know about it. Mousekeeping was certainly trying to get our room ready for another guest; a guest who would surely enjoy sleeping through the night!
In the end, the manager apologized, asked questions to enable the resolution of the malfunction and offered to take one of our meals off the bill. Had we been staying another night, we would have received a room upgrade. Most of the time when I think about ethical questions concerning Disney World I think of the guests themselves. However, Disney has it’s own moral code to follow as well. Was it met by Disney’s flagship resort, in my opinion? Well, Disney is not able to return lost sleep, but I at least feel as if our discomfort was taken seriously.
Have you ever had a time when Disney needed to perform within a moral code? Were your expectations met?