Hotel Newport Bay hotel - the worst experience

[gireeshgaonkar]

This was family's 1st real holiday after the birth of my son more than 5 years ago.

I had promised my son a Disneyland trip when he was 2 years old when he saw his 1st cartoon

- yeah u guessed it Mickey Mouse @ clubhouse.

And when I finally booked the my 4 day,

3 night trip @ a Disney Hotel, I promised him a funfilled , exciting adventure and for ourselves ( wifey and me) a relaxing time.

While the park delivered on its promise,

the hotel stay was anything BUT.

During these warm summer times, the most basic amenity one would expect in a any hotel room is an AC.

And I am indeed pained to say that the AC in my room DID not work any of the 3 nights.

 

Night 1 15th Aug

- Since I had reached the hotel prior to the 3pm check in time,

I was NOT able to checkin and hence collected my park passes and headed for the park.

When I checked in my room (Room #1108 ) at 1030pm,

I realized that the room temperature was quite high and turned on the AC and the blower to maximum,

but the room didnt seem to cool down.

I was too tired to wait longer and fell asleep but woke up sweating sometime during the night

and realized that my son had escaped his duvet cover ripped off all his clothes and was lying on the carpet floor

... It was a sad sight as a parent to see an excited 5 yr old, who only a few hours ago was twinkling with excitement

after his first roller coaster ride in the Thunder Mountain.

He was breathing heavily and I was paranoid as he has suffered from breathing problems at night.

 

I left a message at the reception on Day 2 - 16th Aug in the morning that the room AC is NOT working and needs a technician to investigate the problem.

 

Night 2 - When I reached the hotel room after the Disney light show around 12 midnight, the AC still didnt seem to work.

I called the reception right away and the lady at the reception mentioned that she will call up the technician to sort it out.

I called her thrice in a span of 45 minutes and all the time she mentioned that it was her job to call the technician and he will come to the room ,

but he never showed up until 0145.

I then rang her up and told her that I cannot stay up any longer and asked her not to send the technician as it would disturb us.

But I explicitly asked her to ensure that she lodged a complaint on the AC to ensure it gets sorted the next morning, while we were out.

We had to keep the window open to ensure my son could hopefully breathe regularly.

BUt none of us had a comfortable night sweating profusely.

 

Day 3 morning- 17th Aug - I did not stop by or call the reception as I expected the complaint to be actioned from the night before.

 

Night 3 - When I reached the hotel, I stopped by the reception and checked with them whether the AC issue was resolved in my room.

I was shocked to hear that there was NO complaint registered at all the previous night.

My wife was in tears pleading.

The receoption clerk passed us on to her team leader who for a change was understanding and offered to have the technician right over

to our room to check on the issue.

He also offered us an upgrade to a private breakfast for our troubles.

When the technician finally turned up to our room, and spent no more than 15 mins checkng the vents,

( he hardly spoke any english).

On querying the issue, he mentioned it was a security problem and that he had resolved it.

I did tell him that the room temeprature still did not cool down to which re replied that it would take time

and then left our room. A

nd to our worst fears, the room temperature never lowered and it continued to be warm. We had a 3rd sleepless sweaty night.

 

THanks to you guys

 

SOme of the other problems in the room like a few insects crawling inthe crater corners beween the bath tub and the wall, I choose to ignore.

My Question to the Disney Management is

 

1. Do you design the Disney package offer intentionally to include sub standard rooms/ hotels at inflated prices

because you bank on the customers to spend most of the time in the park and ignore the state of your rooms ?

 

2. Is this part of your profitability strategy ? Surely, it cannot be a customer retention strategy.

 

Please treat this email as a formal complaint, which I demand an explanation from the Hotel / Disney management.

I wish to charge the Newport Bay hotel for damages for my holiday time, trouble and stress that this hotel stay has caused me and my family.

[unclebulgaria67]

Do you live in the UK ?

 

Did you book through a Travel Agency or Tour Operator based in the UK ?

 

If you don't get a response from the Hotel, if you booked via an agency, then it worth complaining to the agency. The Hotel owners may be more responsive to an agency, for fear of not getting further custom from them.

[gireeshgaonkar]

I booked directly with Disneyland Paris via the telephone. Sent this email as a complaint to them 10 days ago, still no response.

[dx100uk]

didn't pay by credit card par chance did you?

 

 

dx

[gireeshgaonkar]

yes, i did pay for the entire trip by credit card , including the hotel

[dx100uk]

then try a section 75 complaint to them too

 

 

they are equally responsible

 

 

dx

[gireeshgaonkar]

I didnt think about that. Thanks for your help, I shall try. Are you aware of a European consumer complaints forum where I can send this complaint to ?

[dx100uk]

did not watchdog run a item on them too?

 

 

 

 

sorry on the euro front no

 

 

dx