I wrote them a heartfelt letter recently about my feelings regarding changes already implemented and changes on the horizon (when Genie was announced but not launched) - a general dissatisfaction about the directions the park was taking. I got a call back and we had a nice chat. She said feedback like mine was extremely important and would be communicated up the chain. I could tell she was a passionate Disney fan herself and was also disappointed/frustrated. Although I don’t believe that my specific words would be reviewed by a decision maker, I know aggregated feedback DOES make it up the chain. If they are consistently seeing the same issue, they eventually will red flag and address it. I do think feedback matters, and everyone should take a few minutes and provide feedback on good or bad experiences. Guest satisfaction is part of the profit equation.
One time we had a broken, completely unusable shower in our room at Port Orleans. We communicated several times about it, and hours later it still went unfixed (frustrating to return from all day at the parks quite sweaty and stinky expecting to shower before heading back out for a BOG ADR). I had to have a chat with a manager about that one and tell her I was having not having a magical time. They did comp us a free night and anytime Fastpasses. Although, I don’t feel like that was necessarily going “above and beyond.” A usable shower is a reasonable expectation, and really any hotel chain should comp a night for that (I can’t remember why they couldn’t move us). We weren’t sure if we were imagining things, but it seems they were extra nice & hospitable to us at BOG that evening. Not sure if we were “flagged” or if the cast members were just at the top of their game that night.