Unreasonable upgrades

tabacco · Post by **tabacco** » Wed Jul 16, 2003 7:01 pm

Here's a story from one of my first couple days at the Pavilion...

This didn't happen directly to me, but I eavesdropped on a goodly part of the conversation, and it's pretty funny. This was during the huge Small World rehab last summer, when it was closed for almost 4 months while they repainted the interior, etc.. This guest comes into the Pavilion, angry about the fact that IASW was closed. Why he came to us to complain instead of city hall, I'm not sure, since he wasn't even an annual passholder. Anyhow, he insists that his family (2 kids, 2 parents) came all the way to Disneyland just to ride IASW and keeps repeating over and over just how upset they are that it's closed. This is the best part, though. As compensation, he insisted that we upgrade his whole family to Deluxe Annual Passes. My lead takes a look at his tickets, and they were on that travel agent deal where a child gets a free 3 day park hopper with each adult 3 day PH. So, doing the math for the upgrades:

Deluxe Annual Pass price: $149 (this was before the increase)
Face value of 2 adult 3 day park hoppers: $222 (I think... sadly, I've forgotten what the price was at the time)
Face value of 2 kids' 3 day park hoppers: $0
($149 * 4) - ($222 + $0) = $374

That's right, he wanted $374 in compensation because 'it's a small world' was closed for their visit. Nevermind that this was near the very end of the rehab, so it had been on Disneyland.com months and months before his visit, so he could have found out very easily what was closed.

What he got in the end: 4 NSA backdoors for Pirates :)

Old Crow · Post by **Old Crow** » Wed Jul 16, 2003 7:21 pm

The park gives away way too many comps IMO. I swear I could probably stub my toe on Main Street and get something for it. Is it the policy of the park to make everyone who complains happy? Even for unreasonable guest such as the one above? Do people abuse the comp system becuase they know Disney has no backbone and will give them something? Just things I'd like to know.

tabacco · Post by **tabacco** » Wed Jul 16, 2003 9:29 pm

Well, I think it's a safe bet my lead gave him the NSAs to shut him up and make him go away. But no, I don't think people like that should get squat.

Weeble · Post by **Weeble** » Thu Jul 17, 2003 11:11 am

People pull that crap at my hotel all the time. The city we are in had a blackout over the winter that occured in the middle of the night (11pm-3am). The next day I had 8 complaints from people who wanted their money back because "we didn't do anything about the blackout". Never mind that our generator kicks in within 15 seconds and lights everything except for tvs. When I asked each of the guests how we could have responded better the majority answered "I don't know" with one person saying "well....you could have fixed the blackout"

All of them wanted a free night, two complained to corporate after I said no and got it.