I shared the following post on our DVC Fan FB group, but I felt It deserved a post here as well. I’ve shared previously that after staying at Wilderness Lodge in a two-bedroom at Boulder Ridge, as well as a studio and cabin at Copper Creek, that the resort is quickly becoming my favorite. However, when you take care of my mother the way they did a few weeks ago, well – then you’ve won me over mind, body, and soul. Here’s the post:
I want to share a little story about something that happened while I was away. This just further cements my feelings that Wilderness Lodge really does exceed expectations in customer service.
Every year, my aunts Janice and Edith come to visit my mother here in Orlando. This year, I decided to put them up in a cabin for three nights at Copper Creek. Mom LOVED staying there during the Dreams Unlimited Travel 20th anniversary celebration, and I knew they’d love to have that experience. Of course, I was going to be in Europe during their visit, and I’d hoped that everything would go smoothly. They checked in without issue, and their cabin was ready (because let’s face it, very few people are staying in them). A few hours after they got settled, they received a call from a manager telling them they were assigned the wrong cabin and would need to move to a new one. The issue: there was a small gas leak in the cabin, and they were coming in to fix it the next day. My mother told them that they already had started unpacking and had clothes on hangers, etc., and the manager assured them they would move everything and they wouldn’t need to worry about it.
They escorted them to a new cabin, and shortly after a bellman arrived with all their clothes and belongings (still on hangers) and set everything up. The manager asked my mother what her plans were for the evening, and she told them they were just planning to order room service. The manager told them to order whatever they wanted, and it would be taken care of. In addition, they were going to refund one night’s points back to my account for the inconvenience. My mother was GUSHING to me about how nice and how wonderful they were.
Think about that for a second – they had to move cabins because of a gas leak, and the way and the manner in which the manager (Lorraine Oakley) handled the situation made my mother even happier that she was there. THAT is FANTASTIC guest service. I asked my mother if she thought the manager might know who I was and maybe that’s why they were being so good, and she said she was fairly certain they didn’t. She mentioned after the fact that her son had a podcast (she likes to brag) and that I’d be so happy to hear this. She said the manager was surprised to hear that and had no idea about me – so I’m fairly certain this was just standard procedure.
The more experiences I have with Wilderness Lodge the happier I am that I have contracts at both Copper Creek and Boulder Ridge. They really are amazing!!!
As important as I feel it is to point out service failures and the general decline of service across the parks and resorts, it is even more important to point out the places where exemplary service is still the coin of the realm. Wilderness Lodge has repeatedly shown that level of service over four visits in the last year.
Simply put, I have my new favorite place to stay at Walt Disney World.