Stolen Funds at Walt Disney World: Guests Left Disappointed by Disney’s Response
A recent report from a guest at Walt Disney World Resort has highlighted troubling issues surrounding theft and poor customer service during a family vacation. The guest, along with their husband and brother, shared their experience of having their wallets stolen at the resort’s pool area, followed by what they described as an inadequate and dismissive response from Disney staff. The incident has left the family feeling frustrated and disillusioned with their experience, raising concerns over Disney’s ability to handle such situations.
Wallets Stolen During Poolside Visit
The incident unfolded when the guest, her husband, and her brother went to enjoy the pool. After purchasing drinks, the guest’s brother placed their wallets into her bag for safekeeping. According to the guest’s report, after spending 20 to 30 minutes in the pool, the family returned to their belongings, only to discover that both her brother’s wallet and her husband’s wallet were missing.
The family immediately reported the theft to a staff member at the pool. However, their response was met with indifference. As the guest described, the staff member said, “That’s weird. That’s NEVER happened before,” before directing the family to the front desk.
Staff Response Raises Concerns
The guest’s frustration deepened as they continued to navigate the situation. Her brother repeatedly requested that Sheriff’s Department be called to file a police report, but the staff reportedly brushed off the request. “We continue to be locked in this room. No one asks where we were sitting, just says they’ll check the garbage cans,” the guest said. Despite the theft, the family was left waiting for hours without a clear solution.
Eventually, the sheriff arrived and informed the family that they could file a police report online, which the family found to be an unsatisfactory response to the theft. This added to their growing discontent, as they felt that their concerns were not being taken seriously.
Frustration With Compensation Offer
In an attempt to resolve the situation, the family asked for compensation for the inconvenience caused by the theft and the emotional distress it caused. Specifically, they requested a partial refund for their EPCOT tickets, noting that they had only been able to enjoy a few hours at the park due to the stress of the incident. Instead, the Duty Manager offered them a second ticket for future use, valid for up to two years, which the family declined. “Why would we ever want to come back after this?” the family remarked. Unfortunately, the manager’s response lacked empathy, and the family continued to feel as though their concerns were not being addressed.
This incident is part of a broader pattern of dissatisfaction that the family has faced with Disney’s customer service. According to the guest, their Disney Vacation Club (DVC) membership has been marred by poor service, including dirty rooms and unaddressed complaints. “Since Covid, all we get are dirty, disgusting rooms with pubic hair and hair all over the bathrooms. And when you complain, they are rude so we’ve stopped even saying anything,” the guest shared.
DVC Member’s Growing Discontent
After multiple calls to DVC and Guest Services, the family was unable to find a meaningful resolution. Eventually, after waiting for an hour at Disney Springs guest services, they were able to secure a refund for their EPCOT tickets. Although the guest thanked Lena, a Disney employee who helped facilitate the refund, the overall experience left a bitter taste.
“We will NEVER EVER come back and looking to sell our DVC membership. They know they’ve got you on the hook and paying and treat you like garbage because you’re stuck in a contract!” the guest concluded in their post. This sentiment is echoed by many other guests who have faced similar frustrations with Disney’s customer service, particularly with issues like theft and poor room conditions.
Disney’s Growing Customer Service Problem
While theft is an issue that can occur at any large theme park, the guest’s experience highlights a deeper issue with Disney’s customer service response. The lack of immediate action, the dismissive attitude from staff, and the overall failure to address the family’s concerns raise questions about Disney’s ability to adequately support its guests.
As this family’s story spreads across social media, more guests are sharing their own disappointing experiences with Disney’s customer service and policies. The ongoing dialogue suggests that Disney may need to reassess how it handles complaints from loyal guests, especially those who have invested in long-term programs like DVC.
Walt Disney World Resort has not commented publicly on this specific incident, but the growing dissatisfaction among visitors could signal the need for a shift in the company’s customer service practices. For many Disney enthusiasts, the magic of the parks has been overshadowed by these ongoing issues, leaving guests questioning whether their loyalty is being appreciated.
