What would you like the outcome to be? The $100 credit was their way of trying to make up for it. Yes, service needs to improve but not sure what else you would like done now.
I think it's best to submit feedback through Disney's website-
https://disneyland.disney.go.com/help/email/
I just wanted my experience to be heard by someone in a leadership position at the GCH. I don't want anything done.
I did submit feedback through the link you gave me. Thanks for that. Here's what I wrote.
Attn Dan Coleman
General Manager of Grand Californian Hotel and Spa
I am writing you regarding my recent stay at the Grand Californian. I had some issues with housekeeping that I want to make you aware of. My wife asked a housekeeper in the hallway for some fresh towels. The housekeeper told my wife that she didn't have any towels and that she needed to call the front desk. Later that night I called the front desk for fresh towels. Waited 30 minutes then called again. I was told that housekeeping was backed up but that they are aware of the pending call for service. I never received any towels that night. I had waited an hour and a half before for them before I fell asleep.
The next morning I asked to speak with a guest service lead about this. The cast member at the registration line apologize and offered me $100 credit towards my bill. Not wanting to hold up the line for other guests, I asked if she can give me the email for the guest service lead so I could email directly regarding my issue. I was told that there was an email address I can contact at the bottom of the guest folio when I checked out. I checked out yesterday and there was no such email on the folio. I am now at home.
Just for context, I am a repeat customer at the Grand Californian, a DVC Member at the Villas at the Grand Californian and a Disneyland annual pass holder. I am very familiar with the level of customer service and "Disney Magic" offered at the Grand Californian. I was a huge fan of it and it has brought me back time and time again because it was worth it. I considered the Grand Californian to be the pinnacle in customer service.
I brings me great disappointment to tell you that what is currently offered at the Grand Californian (at a much higher price I might add) is not the same product that I used to love. It is obvious to me that the "above and beyond" level of customer service is no longer part of the Grand Californian experience. I distinctly remember housekeeping Cast Members routinely asking if we need anything as we pass them in the hallways. Never would I have thought that Cast Member would be content telling a guest to "call the front desk" instead of trying to help them on the spot with their request. Never would I have thought that Cast Members would tell guest to email an imaginary email address on their checkout folio instead of directing them to a guest service lead. I understand that I was (very quickly) offered a credit. Quite frankly that did nothing to address my concerns and I'm happy to give it back out of principle.
One thing I do want to make clear is that I believe all these problems are systemic and coming from the top down and are not problems with individual cast members. The issue with me not able to get towels, both from the housekeeper and from the front desk, seems to a complete operational breakdown within housekeeping. This is unacceptable at any hotel, much less the Grand Californian. It was clear to me that the Cast Member at the front desk line was being directed or encouraged to resolve the problem with me at her level and not escalate it up. I think even she understood that the problem I encountered were way beyond her control, and I understand if it may be out of yours as well. Any observer of the Disney company right now is aware of the "offer less charge more" policies implemented by Disney leadership.
I am not asking for compensation. What I am asking is for you to take my input to heart and pass my sentiments along up to your leadership. As much as I love the Grand Californian I will be making reservations at the Westin for my future stays. The product offered by the Grand Californian right now is not worth the price. I hope that sometime in the near future the Disney customer service and magic is restored and I will once again be a repeat customer of the Grand Californian.
Thank you for your time and Happy Holidays