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2BadSoSad
LIF Adult
Member since 8/12 6791 total posts
Name:
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Re: Anyone see the post about GWL on facebook?
Additionally, they couldve at least fully refunded her, which they did not.
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Posted 3/7/15 10:23 PM  |
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Long Island Weddings
Long Island's Largest Bridal Resource |
ElizaRags35
My 2 Girls
Member since 2/09 20494 total posts
Name:
Me
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Re: Anyone see the post about GWL on facebook?
Posted by Strawberry2468
Posted by NervousNell
Posted by Kristinekel
Think what you want but I'm not - end of story. Gn
Just curious then, how did you find this thread and this site?
Probably b/c her FB status was public. Someone may have posted the link her on status?
I read the comments on the fb status. The link to this thread was posted.
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| Posted 3/7/15 10:48 PM |
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DancinBarefoot
06ers Rock!!
Member since 1/07 9537 total posts
Name:
The One My Mother Gave Me ;-)
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Re: Anyone see the post about GWL on facebook?
Posted by MrsSpring
wow crazy. just wondering why she didnt post the picture of the bug.
She said that the pictures of the bug were on her good camera, not her phone, and that she was not yet back home, but was still in PA, so she couldn't upload them to a computer to show. <holy run-on sentence>
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| Posted 3/7/15 10:50 PM |
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JSDB
<3
Member since 1/13 1329 total posts
Name:
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Re: Anyone see the post about GWL on facebook?
Bed bugs can happen anywhere. Even in the nicest NYC hotels. But it's the customer service and way of dealing with it that makes a difference and that is more upsetting here IMO.
I don't know the guest personally although she posted in a mommy group I belong to and I saw more details. The bug bit her son. The staff was nasty to her and took all of their stuff to supposedly treat it leaving them with nothing in the meantime. They refused to give her replacement swim suits so they could go to the water park while they waited and said to use her old suits bc chlorine would kill the bugs. (That would not get me to put untreated suits on my children!) She didn't feel comfortable doing that so they sat in the room all day. And her daughter was left without diapers for hours. They couldn't go eat bc they had no shoes and the restaurant was shoes required. The staff finally brought them sandwiches in the room. They wanted to leave but that big snow storm was nearing. GWL wouldn't give them money to go to the outlets and buy a new weather appropriate outfit to wear home. She didn't trust their ability to treat it and didn't want to bring the potentially contaminated items back home. She either wanted reimbursement for new or them to reimburse for professional treatment of her home should they fail to properly treat the items they took from her. They refused on both counts. They would even comp her room which is the first thing I would expect. They were slightly accommodating until she posted about it on social media and then they kicked her family put in the middle of the snowstorm in flimsy pjs. The whole thing is honestly appalling to me. I am sure it cost them way more than giving her replacement clothes.
In contrast, another friend recently posted about an issue her parents had on a disney cruise. Her parents missed the first night due to a mishap, then their luggage got lost by disney etc. the cruise line gave them these insane upgrades and special experiences on the ship beyond anything I had ever heard of. She also posted about that on social media but with a very positive spin
Customer service is huge and the way you treat customers, whether you think they are right or wrong, can have a ripple effect on your business. Even if the underlying issue was accidental and could happen to any establishment. JMO.
Edit: if you have an issue with a customer and find out they posted on social media, most companies bend over backwards to apologize and make things right. You see it all the time on facebook and yelp reviews. GWL had the unique opportunity to remedy it bc the customer was still there. Instead they escalated the situation in a bad way. Of course that customer who posted about it when things were a 6 is going to post again when it becomes a 10 and tell all of her friends. Bad risk management on their part and honestly bad way to treat people too.
Message edited 3/8/2015 7:07:16 AM.
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| Posted 3/8/15 6:57 AM |
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BargainMama
LIF Adult
Member since 5/09 15660 total posts
Name:
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Re: Anyone see the post about GWL on facebook?
Fortunately for her, she can likely just dispute the charge with her CC company, and have it reversed. As far as the clothing, food, diapers, go. I get that GWL is in the wrong, but if they were not providing anything, and my kids had to sit in a room all day, a room I just paid hundreds of dollars for, I would have bought a pair of flip flops from the shop they have and went to Target or even the outlets and got new stuff AND diapers. Those stores are just minutes down the road. The outlets are literally 60 seconds away from there.
And I still don't get the FB posting part, and how all these supposed guests (not her friends or friends of friends) saw this, since that GWL page isn't even utilized. I would probably take the entire thing up with the CEO of the company (she seemed level headed on a show I watched featuring their parks)
Message edited 3/8/2015 8:29:28 AM.
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| Posted 3/8/15 8:27 AM |
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Michi
My Love
Member since 5/05 31600 total posts
Name:
M
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Anyone see the post about GWL on facebook?
Sorry, Bed bugs shouldnt be accepted just b/c people travel. It is a hotels responsibility to do everything they can to avoid them and treat them as soon as they are found!!!!
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| Posted 3/8/15 8:45 AM |
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NervousNell
Just another chapter in life..
Member since 11/09 54921 total posts
Name:
..being a mommy and being a wife!
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Re: Anyone see the post about GWL on facebook?
Posted by BargainMama
Fortunately for her, she can likely just dispute the charge with her CC company, and have it reversed. As far as the clothing, food, diapers, go. I get that GWL is in the wrong, but if they were not providing anything, and my kids had to sit in a room all day, a room I just paid hundreds of dollars for, I would have bought a pair of flip flops from the shop they have and went to Target or even the outlets and got new stuff AND diapers. Those stores are just minutes down the road. The outlets are literally 60 seconds away from there.
And I still don't get the FB posting part, and how all these supposed guests (not her friends or friends of friends) saw this, since that GWL page isn't even utilized. I would probably take the entire thing up with the CEO of the company (she seemed level headed on a show I watched featuring their parks)
That was what I didn't get either. just because the hotel wouldn't pay for some new things to wear while our stuff was being treated, you can bet your @ss I would have gone and bought some so we could continue to function and then worked out the compensation from the hotel (if any) later. Did they seriously not have any money or a credit card? They had to have a credit card to be checked in to a hotel.
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| Posted 3/8/15 8:55 AM |
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sunnygirl
loving life
Member since 1/07 5413 total posts
Name:
D
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Re: Anyone see the post about GWL on facebook?
Someone I know is going to GWL and saw all this online about bedbugs so she called them. They told her that they have had bedbugs in the past but not this time and that this person escorted out was demanding $10,000 she is having a report faxed to her about it I don't know if she got the report yet or what it says
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| Posted 3/8/15 9:00 AM |
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JSDB
<3
Member since 1/13 1329 total posts
Name:
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Re: Anyone see the post about GWL on facebook?
Posted by NervousNell
Posted by BargainMama
Fortunately for her, she can likely just dispute the charge with her CC company, and have it reversed. As far as the clothing, food, diapers, go. I get that GWL is in the wrong, but if they were not providing anything, and my kids had to sit in a room all day, a room I just paid hundreds of dollars for, I would have bought a pair of flip flops from the shop they have and went to Target or even the outlets and got new stuff AND diapers. Those stores are just minutes down the road. The outlets are literally 60 seconds away from there.
And I still don't get the FB posting part, and how all these supposed guests (not her friends or friends of friends) saw this, since that GWL page isn't even utilized. I would probably take the entire thing up with the CEO of the company (she seemed level headed on a show I watched featuring their parks)
That was what I didn't get either. just because the hotel wouldn't pay for some new things to wear while our stuff was being treated, you can bet your @ss I would have gone and bought some so we could continue to function and then worked out the compensation from the hotel (if any) later. Did they seriously not have any money or a credit card? They had to have a credit card to be checked in to a hotel.
My understanding was it was a blizzard outside and they had no coats or boots because the hotel had all of their stuff. The hotel gave them one pair of summer pjs (tank tops, thin pants etc) and I think the mom bought a pair of crocs from the gift shop. She couldnt go shopping in the snow dressed like that. But when they were forced out it was all they had -- she had to dig out her car wearing the crocs and her kids left and rode home in tank tops and no shoes. That part is insane to me. At least get them one pair of weather appropriate clothes to leave in... I believe after 8 hours or so someone did run out and pick up a pack of diapers for her daughter
As far as people canceling, the mommy group she posted in has many members and many of those people shared it with people they know. I have seen it pop up numerous times on my news feed. I have never seen the GWL page. I had wanted to go there when DS is older (he is still scared of water slides) but I don't think I would after this experience. And it's not the bed bugs, that can happen anywhere, but the way they treated her family
Message edited 3/8/2015 9:15:11 AM.
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| Posted 3/8/15 9:11 AM |
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NervousNell
Just another chapter in life..
Member since 11/09 54921 total posts
Name:
..being a mommy and being a wife!
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Re: Anyone see the post about GWL on facebook?
Posted by secretlyTTCagain
Posted by NervousNell
Posted by BargainMama
Fortunately for her, she can likely just dispute the charge with her CC company, and have it reversed. As far as the clothing, food, diapers, go. I get that GWL is in the wrong, but if they were not providing anything, and my kids had to sit in a room all day, a room I just paid hundreds of dollars for, I would have bought a pair of flip flops from the shop they have and went to Target or even the outlets and got new stuff AND diapers. Those stores are just minutes down the road. The outlets are literally 60 seconds away from there.
And I still don't get the FB posting part, and how all these supposed guests (not her friends or friends of friends) saw this, since that GWL page isn't even utilized. I would probably take the entire thing up with the CEO of the company (she seemed level headed on a show I watched featuring their parks)
That was what I didn't get either. just because the hotel wouldn't pay for some new things to wear while our stuff was being treated, you can bet your @ss I would have gone and bought some so we could continue to function and then worked out the compensation from the hotel (if any) later. Did they seriously not have any money or a credit card? They had to have a credit card to be checked in to a hotel.
My understanding was it was a blizzard outside and they had no coats or boots because the hotel had all of their stuff. The hotel gave them one pair of summer pjs (tank tops, thin pants etc) and I think the mom bought a pair of crocs from the gift shop. She couldnt go shopping in the snow dressed like that. But when they were forced out it was all they had -- she had to dig out her car wearing the crocs and her kids left and rode home in tank tops and no shoes. That part is insane to me. At least get them one pair of weather appropriate clothes to leave in... I believe after 8 hours or so someone did run out and pick up a pack of diapers for her daughter
As far as people canceling, the mommy group she posted in has many members and many of those people shared it with people they know. I have seen it pop up numerous times on my news feed. I have never seen the GWL page. I had wanted to go there when DS is older (he is still scared of water slides) but I don't think I would after this experience. And it's not the bed bugs, that can happen anywhere, but the way they treated her family
Ah ok. Makes sense.
I always skeeved that place and to me the rooms looked like 1970s cabins or sonething, so I would have never gone there anyway but I am sure this story has turned off even more people.
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| Posted 3/8/15 9:19 AM |
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Serendipity
Summer!
Member since 4/07 7631 total posts
Name:
PrayingWishingHopingALOT
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Anyone see the post about GWL on facebook?
Now there's even more to all this- GWL posted a response to all of this I believe on their website
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| Posted 3/8/15 9:28 AM |
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Ayne11
Yep
Member since 1/09 18021 total posts
Name:
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Re: Anyone see the post about GWL on facebook?
Then this happened...
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| Posted 3/8/15 9:29 AM |
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BargainMama
LIF Adult
Member since 5/09 15660 total posts
Name:
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Re: Anyone see the post about GWL on facebook?
Very interesting. I'm in the camp that there are three sides to every story. Maybe SHE didn't try to extort them, maybe her husband demanded an unreasonable amount of compensation? Who knows. I know perfectly normal, nice people, who in circumstances of conflict have acted extremely unreasonable. I hope it ultimately gets rectified to her satisfaction though.
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| Posted 3/8/15 9:53 AM |
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Lara&Aidansmommy
For mom i miss u ETC ILOVEU
Member since 3/07 13921 total posts
Name:
ETC I LOVE YOU
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Anyone see the post about GWL on facebook?
Well now I dont know who to believe lol
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| Posted 3/8/15 9:55 AM |
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nycgirl
Angels!
Member since 3/09 7721 total posts
Name:
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Re: Anyone see the post about GWL on facebook?
Posted by BargainMama
Very interesting. I'm in the camp that there are three sides to every story. Maybe SHE didn't try to extort them, maybe her husband demanded an unreasonable amount of compensation? Who knows. I know perfectly normal, nice people, who in circumstances of conflict have acted extremely unreasonable. I hope it ultimately gets rectified to her satisfaction though.
Yep & ITA w credit card dispute & going to a higher manager vs arguing with the staff there.
I don't go to these places (or get pedis) because of plantar warts. If they are there, I catch them & the derm visits are not fun!
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| Posted 3/8/15 10:02 AM |
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NervousNell
Just another chapter in life..
Member since 11/09 54921 total posts
Name:
..being a mommy and being a wife!
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Re: Anyone see the post about GWL on facebook?
Posted by Ayne11
Then this happened...
IMAGE
Legal department? Now they want to sue her for slander?
This is getting interesting.
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| Posted 3/8/15 10:05 AM |
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Ayne11
Yep
Member since 1/09 18021 total posts
Name:
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Re: Anyone see the post about GWL on facebook?
Posted by NervousNell
Posted by Ayne11
Then this happened...
IMAGE
Legal department? Now they want to sue her for slander?
This is getting interesting.
I think they're shittting their pants and are now using big words to scare her away from legal action herself. To say it went viral is an understatement, the post has over 4K shares. 
That's just my $.02
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| Posted 3/8/15 10:14 AM |
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BargainMama
LIF Adult
Member since 5/09 15660 total posts
Name:
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Re: Anyone see the post about GWL on facebook?
Posted by nycgirl
Posted by BargainMama
Very interesting. I'm in the camp that there are three sides to every story. Maybe SHE didn't try to extort them, maybe her husband demanded an unreasonable amount of compensation? Who knows. I know perfectly normal, nice people, who in circumstances of conflict have acted extremely unreasonable. I hope it ultimately gets rectified to her satisfaction though.
Yep & ITA w credit card dispute & going to a higher manager vs arguing with the staff there.
I don't go to these places (or get pedis) because of plantar warts. If they are there, I catch them & the derm visits are not fun!
As a side note, my daughter has one from gymnastics (so gross), but apple cider vinegar is really working on it!! If you get another one, try that!!
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| Posted 3/8/15 10:15 AM |
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2BadSoSad
LIF Adult
Member since 8/12 6791 total posts
Name:
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Re: Anyone see the post about GWL on facebook?
They are DISGUSTING! Again, I personally know this woman and that DID NOT happen AT ALL. This is the WORST PR and attempt at damage control I have EVER seen. This is appalling!
ETA: Im not actually seeing this posted on their FB page or Website, so who knows. Is it a response to an email someone sent? I know the woman has not posted it on her own FB page either.
Message edited 3/8/2015 11:42:40 AM.
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| Posted 3/8/15 11:38 AM |
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2BadSoSad
LIF Adult
Member since 8/12 6791 total posts
Name:
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Re: Anyone see the post about GWL on facebook?
Posted by Ayne11
Posted by NervousNell
Posted by Ayne11
Then this happened...
IMAGE
Legal department? Now they want to sue her for slander?
This is getting interesting.
I think they're shittting their pants and are now using big words to scare her away from legal action herself. To say it went viral is an understatement, the post has over 4K shares.
That's just my $.02
Just goes to show how some good customer service upfront couldve prevented this entire thing.
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| Posted 3/8/15 11:43 AM |
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justbeachy
So close....
Member since 7/07 2900 total posts
Name:
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Re: Anyone see the post about GWL on facebook?
I am cracking up over here.
I have no stake in this - don't know this woman at all.
But WHY would someone go to GWL and have such an ulterior motive as to walk away with thousands ($10k according to GWL)? People actually believe that she wanted to extort a resort?!
My god. Have we all become THAT cynical that we can't believe that a family was treated so poorly and pushed out of the resort without shoes?!
If that was you, wouldn't YOU demand restitution? Wouldn't YOU want to be appropriately compensated? Ok, sure, maybe I wouldn't have asked for them to buy my family new clothes (unless they point blank refused to treat my stuff), but I would have done everything else the same way she did. And kudos to her for taking to social media. That's the ONLY way companies take responsibility in this day and age. And soon GWL will realize that they should have done the same.
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| Posted 3/8/15 11:54 AM |
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TyReseGreen
Lil Prince is here
Member since 8/11 6338 total posts
Name:
Theresa
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Re: Anyone see the post about GWL on facebook?
We were going to go in April. I will look into that Six Flags indoor water park.
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| Posted 3/8/15 11:55 AM |
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alli3131
Peanut is here!!!!!!
Member since 5/09 18388 total posts
Name:
Allison
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Re: Anyone see the post about GWL on facebook?
Posted by Lara&Aidansmommy
Well now I dont know who to believe lol
I don't beleive either. My guess is the truth lies somewhere in the middle.
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| Posted 3/8/15 11:58 AM |
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WonderLady
LIF Infant
Member since 1/15 355 total posts
Name:
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Re: Anyone see the post about GWL on facebook?
It's also perfectly reasonable for her to have found a bedbug and then for the exterminator to find a clear room. It happened to me at work. I found a bedbug walking across a table. It became a major office situation (of course) and we captured it, a bedbug person was called in, etc. etc. NONE were found and nothing ever came of it. The exterminator said someone must have brought it in from somewhere else and it hadn't spread at all. We were all freeaaking but he was right. That said, she should have been given bathing suits, sweats, and a new room. Her clothes should have been professionally treated and then they should have received some special upgrades like room refund, dinner, etc.
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| Posted 3/8/15 12:50 PM |
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summerBaby10
let's be nice
Member since 9/07 10208 total posts
Name:
Wifey
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Re: Anyone see the post about GWL on facebook?
Posted by WonderLady
she should have been given bathing suits, sweats, and a new room. Her clothes should have been professionally treated and then they should have received some special upgrades like room refund, dinner, etc.
Totally! When we went to WDW we had some minor hiccups, they resolved our issues & then some. WDW customer service was amazing! GWL is geared towards families yet they kick them out with young kids not even giving the 2 year old new diapers is disgusting, not even a blanket to cover up with. I can't ever bring my kids there again. I don't know the guest personally but were were on LIW together & she has only ever come across as sweet, never read an aggressive or angry post by her. I know dealing with such disrespect towards your family could make anyone become enraged but I doubt she damaged property or threatened their lives in anger. I can't believe the police were called on them.
Message edited 3/8/2015 8:59:58 PM.
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| Posted 3/8/15 1:16 PM |
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