Mail on Monday: Dear Disney

Mailbox on Streets of America (Mouse on the Mind)I come from a family of complainers. Maybe you do, too. Maybe this isn’t as strange as I think it is. But for as long as I can remember, my grandmother has been writing complaint letters. My mother has been talking sternly to poor, innocent checkout girls. And it’s starting to rub off of me.

That’s right: my name is Melissa, and I’m a complainer. When I see something I don’t like, my first response is, “As soon as I get home, I’m going to write a strongly worded letter!” Luckily, I’m also lazy, so I rarely follow through.

During Epcot’s 30th celebration, however, I saw something I didn’t like, and I was just the right amount of drunk and absolutely exhausted to actually type out a “strongly-worded” e-mail on my iPhone as the lovely and kindhearted Mark Diba drove me through Disney property back to All Star Sports.

Here’s the letter I sent: 

To Whom This May Concern,

On October 1, 2012, I visited the Yacht Club with several friends to
share drinks at the Crews Cup Lounge.

At approximately 12:30 a.m., we tried to retrieve our car from the
valet. We waited for about ten minutes for an attendant before one of my
companions ventured into the resort to check with the front desk. As it
turns out, Yacht and Beach Clubs share a single valet after hours, and
the valet was, at that time, stationed at the Beach Club.

The front desk workers called the valet over, and he came promptly. The
young man was extremely efficient, and I don’t blame him at all, but we
did have to wait a considerable amount of time as he made his way from
the Beach Club on foot. This was on top of the ten minutes we’d already
waited before realizing there was no attendant at the Yacht Club. At a
“deluxe” resort, I expect better service, especially considering the
overabundance of valet attendants I’ve seen at the Contemporary Resort
on more than one occasion.

I am not requesting any kind of compensation or disciplinary action, and
I don’t want this negative comment to be placed in anyone’s file, but I
do hope that you’ll take my complaint under advisement as you make
future staffing decisions.

Best,

Melissa Sorrells Galley

I felt like it wasn’t overly stern, and hopefully I didn’t get into any trouble, but I felt a lot better after I wrote that e-mail. And I felt even better when I got a response from Disney a week later:

Dear Ms. Sorrells Galley,

Thank you for contacting us regarding the nighttime valet service at
Disney’s Yacht Club Resort.

I am very sorry for the disappointment you experienced trying to
retrieve your automobile.  I want to personally assure you that your
feedback has been taken seriously and let you know how much we
appreciate your comments.  Our Guests’ feedback allows for our continual
growth.  Please be assured your comments have been passed along to the
appropriate leadership.

If you would like to speak with me, please do not hesitate to call.  I
am available Monday, Thursday and Friday from 12 p.m. to 7:00 p.m. and
Saturday and Sunday from 10 a.m. to  5:30 p.m. EST. My regular days off
are Tuesdays and Wednesdays.  My telephone number is 407-xxx-xxxx.

Ms. Sorrells Galley,  thank you again for taking the time to provide us
with your feedback.

Sincerely,

Name Redacted
Guest Experience Services
Walt Disney World Resort
407-xxx-xxxx

When I read it, I thought: what a lovely response! And what a lovely note to share in this week’s Mail on Monday column. They didn’t have to respond, and they certainly didn’t have to assure me that my thoughts were going to be passed on to “appropriate leadership.” It’s just another example of how much Disney values its guests and our opinions.

If you’d like to send a letter to Disney yourself, you can e-mail WDW.Guest.Communications@disneyworld.com.

Have you ever sent a complaint or a kudos to WDW? Tell us about your experience in the comments below! 

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