Disney All-Star Resort

Ali is staying at one of the Disney All-Star resorts for her cheer competition. All 4 of them are actually booked solid with cheerleaders. Kris and I are serving as the supply runners for the girls in Ali’s room, and the first day here we got them a bunch of supplies from WalMart (snacks for their room, bottled water, etc.). After the first day, Ali sent us a message saying they were out of water. Over the course of the first day there they girls had polished off an entire case of bottled water, something we didn’t expect. So we made a second run and this time when we dropped it off, the girls were gone, and since we don’t have a key to their room, we asked at the front desk if we could have someone deliver it to their room. The guy behind the desk calls over what I can only assume is a manager, who tells us, of course. It isn’t a problem at all. He instructs us to just drop it at the concierge’s stand outside the door (I think it was a concierge) and just fill out some slip with her name and room number and someone would take it there when the girls got back.

So the next day, Ali sends us a message saying they were dying of thirst because they didn’t have any water. When I asked what happened to the two cases we dropped off, she told us they never delivered it. After a lot of calls and being put on hold, we found out that no, they never did deliver it, and that they were sorry, they couldn’t find where it was. And after talking to Kris, I found out that they guy she dropped the water off with didn’t have her fill out that “slip of paper” that the manager (or more probably assistant manager) said we’d need to complete. Kris told the guy the room number that it needed to be delivered to, and that was it. So my best guess is that they delivered it to the wrong room. After 20 minutes on the phone, someone at the front desk told one of the girls in Alison’s room that they had found it and would be bringing it up to them right away.

Crisis solved right? Not exactly. When we stopped by later to see how they were doing in between competitions, we found out that they had delivered only one case of water, not the two that we had purchased. Further, the brand of water they had in their room was NOT the same brand as we had purchased. So technically, they DIDN’T find the water we had bought for them. As near as I can figure out, they couldn’t find what happened to the cases we had dropped off, so instead, they managed to locate a case of botte water, probably what they sell at the parks, and tell them, “oh, look here, we found it”. That is one thing that Disney does well I think, keeping guests happy. From stories I have seen they try to bend over backwards to solve problems when they come up, because they realize an unhappy guest is a guest who won’t come back to spend money at their parks. So while I give them credit for trying to right the situation, it was something that I don’t think should have happened, or rather should have been averted, in the first place. In the end, the girls got their water so I guess that is the most important thing, but it still took a lot of dinking around on the phone and some angry words to Disney to get it resolved.