Bill Roper (billroper) wrote,
Bill Roper

Yet Another Customer Service Failure

As you may recall, I'm in the Yacht Club here at Disney, which was an odd choice for our travel agent to make for the one guy walking with a crutch given that the main activities are in the Dolphin. On the other hand, I am in the corner of the Yacht Club that is the closest to the Dolphin and the farthest from the Yacht Club front desk. And when I say far, I mean far. It's possible that I'm closer to the Dolphin than to the Yacht Club desk. Pay attention, because that'll be important in a minute.

The little envelope that they give you with your key says that if you put down a credit card at check-in, they'll put a bill under your door the morning of your departure and you can just check out without going to the front desk. This sounds pretty good to me.

Except there was no bill under the door when I got up this morning. So I called the operator and was informed that you had to sign up for express checkout in advance and that if I wanted a copy of my bill I would have to walk to the front desk. I read her the pertinent paragraph on the key envelope and informed her that I was walking with a crutch.

She hung up on me.

I was livid. I finished packing out of my room and hauled my luggage to the front desk where I slapped my key down and announced that I had never been treated more rudely in my life. The desk clerk was very polite and asked me if I wanted to talk to a manager. I did.

The manager was apologetic and acknowledged that I should have been listed for express checkout, since I had clearly put a credit card down on the room. Unfortunately, there wasn't much she could do to help me, nor had our helpful Disney employee actually given her name.

But I made clear that this was unacceptable behavior on her part. Maybe she'll be found.

Tags: musings, work

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