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With regard to the above, I write to convey my and my family's extremely awful experience in the hands of your organisation when we attempted to achieve an unforgettable experience; it was indeed this, but in a very negative and regretful way. On the 18th December 2010 we travelled from London to Euro Disney where I was hoping to give my family a wonderful experience as it was my daughters birthday, as well as my grandchild.
The failures with your establishment, which I believe should very seriously be looked at, or I fear that future customers will certainly not appreciate how the organisation acted to paying clientele, leaves a lot to be desired. There were three adults and three young children: ages, 5, 6 and 7, and we had hoped to have a wonderful and enjoyable time at Euro Disney as this was obviously to be a birthday surprise.
Now, the real frustration and disappointment was; that on our approach to Euro Disney there were no indications, signs or directions from your staff members saying to the public that some rides were in fact cancelled! This I find totally unacceptable as obviously the weather was having an affect, but no one seemed to bother to let us know this I must say, that other customers by our side also was in complete agreement with our sentiments.
It was then left up to us as customers to find out the bad news by ourselves. At entering Euro Disney, we realised that there were many rides which were cancelled, but this was never made clear prior to us getting to the establishment or even when we arrived, which I believe was completely lacking in foresight with such an establishment particularly when your establishment obviously knew this before people had began to arrive.
All that we were told was that it was the snows fault but taking no ownership that you as a business were also at fault in your lack of proper communication to the paying customers.
The rides cancelled were as follows:
- Big Thunder Mountain
- Indiana Jones
- Space Mountain
This was now turning out to be the very worst day of my grandchildrens lives and experience; they were very upset and quite inconsolable. Further, we had to wait in excess of one hour and three quarters for a shuttle. After this time, it was very clear that there were some issues with the shuttle and so had to walk back to our hotel (approximately 2 hours long) in the freezing cold with young children!
It was only on our return to our hotel, that it was said that the shuttle system was not operating at this time, however, no one whatsoever had even mentioned this before we had left earlier in the day! Another abysmal failure of your system and operation!
Overall, you will see that my and my family's experience at your establishment has been nothing less than nightmarish! The general Customer Service left a lot to be desired very disappointing indeed. I truly hope that you take into consideration my complaint letter and at least attempt to look at your operations in full and see where you can make a positive difference and change to your overall experience transferred onto your client?le.
Additionally, I find that there is reasonable cause here to have your establishment compensate me for this disaster of an experience and I would expect you to be appreciative of my comments and refund my 291.00 paid for this bad experience; as they are a true reflection of our experience in connection with your establishment.
I look forward to your considered response in the very near future.