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Disneys Grand Californian Hotel And Spa - Rude re-admittance supervisor (Bernadette) at the Grand California Hotel

4.0
Details
I have been a season pass holder for about 9 years of my life. I have never had an encounter with a rude staff member until recently. I had gone to the Grand California Hotel to have a drink with my dad and realized my sister had my pass. I had recently downloaded the Disneyland app and had input my pass information. The lady told me as long as my pass information was input I could be admitted back into the park. When we went to return to the park the guy working did not know how to use the app for the re admittance and called his supervisor over to help. She said there was no bar code and I could not be readmitted and had to have someone bring my pass to me. Her name was Bernadette and spoke in a very rude manner and was not helpful at all. My pass information was clearly displayed on the app and she still told me I could not enter. I asked if she could help find the code and she rudely said "no, I don't know how to do that you have to have your pass." I feel as a supervisor she should know how the app works. Due to this dispute, I missed spending time with my niece and sister and was a hassle for her to bring me my pass as we were going to meet them across the park. When I finally got my pass I asked the guy working the name of the rude supervisor and she looked at me with an offensive face and flashed her name badge at me with a tasteless look on face as if saying "what are you going to do about it." I feel she is a poor representation of what Disneyland is about: Happiness and fun
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2 comments
MasterEd
#1049644

You understand some cast members maybe new at the job and also supervisors could be also. The bottom of the pass says you must have this for admittance.

Why is it someone else's fault because you do not have your pass? You know how many stories we hear about someone forgetting, or "someone" else has it? I am a former cast member from Orlando and we have our rules to follow.

You now know that you always have to keep your pass on you. So you don't want to cause a hassle to your sister but its ok to hassle a person doing her, or his job, because you don't have your own pass.

TAKE RESPONSIBILITY FOR YOURSELF

Anonymous
#1336230
@MasterEd

MasterEd, the original complaint was that a Staff Person was rude to them (and that they were given misinformation by another staff member which led to the entire incident), not just that they were inconvenienced. This person feels they deserved better service than that, and I agree.

Are you just a troll MasterEd? ...Because I can't think of another reason why you would defend rude behavior from a customer service person employed by a company you are PAYING for services. Or is it that you just want to feel important by tearing someone else down. Perhaps it is you who should "TAKE RESPONSIBILITY FOR YOURSELF".

Or at the lest think about someone other than yourself for a change. I'm in the service industry. I know how difficult it can be. Particularly when customers are unreasonable.

BUT THIS WAS NOT THAT. I hate it when someone I pay for services starts giving me an attitude. That's when I'm done talking to you and start asking to see your supervisor. No matter what the situation, an attitude like this is never acceptable.

This Bernadette person was there to do a job, and if she can't do it without being rude than she needs to be replaced. Period. At my company that would be an instant fireable offense. And no matter what the circumstances, I can't imagine copping an attitude like that with a customer.

Take the high road Bernadette. Her response should have been "I'm sorry this mix up happened, let me see what I can do to help you solve it", rather than a big symbolic middle finger to the customer. I think that some employees get so rapped up in their company that they start to feel they are above their customers (rather than that both parties deserve equal respect). I see this happen with Disney employees often.

And customers need to be given a little leeway when they feel slighted or mistreated, as they are usually responding in visceral or emotional way to the situation. While there is never an excuse for customers to treat service people in a rude manor, they do have the right to complain when they feel they were not treated right, and customer service people should always respond in a sympathetic way and try to help the situation, rather than make it worse with a condescending attitude. Think of how different the original vacation would have been if his story was instead "I got stuck trying to get back into the park due to a mixup with a cast member earlier, but Bernadette jumped into action trying to find ways to solve the situation for me. She started making phone calls suggesting solutions until she helped me solve they problem.

The whole time she made be feel welcome and appreciated as a guest. I can't wait to return next year!" That's the story I would have liked to have read. And perhaps even MasterEd would like to read that story too, if indeed he is a human being and not a Russian Propaganda Troll-Bot. Are you a human being MasterEd.

Does anyone have a CAPTCHA he can solve to prove it? :)

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Review
#696477 Review #696477 is a subjective opinion of poster.
Reason of review
Poor customer service
Tags
  • Disneyland complaints

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