Disney Hilariously Responds to Guest Complaint

in Walt Disney World

tower of terror

Credit: D23

Oftentimes, when I think of theme parks that tend to joke around with their Guests, the Universal Orlando Resort’s social media team comes to mind. Now, it seems that Disney World also proved that they too can poke fun at their Guests and themselves.

Tower of Terror
Credit: Disney

If you have ever been to Disney’s Hollywood Studios, you have likely either seen or experienced The Twilight Zone Tower of Terror attraction. Looming at the end of Sunset Boulevard, Tower of Terror is known for its haggard appearance and abandoned state to give the attraction the spooky and eerie feeling that it needs to immerse Guests into the storyline. 

It seems that one Guest, in particular, wanted to let Disney know that the hotel that they once heard so much about, has been left in shambles, and is really in need of a little TLC! Reddit user DisneyFan4161 hilariously wrote a “complaint” to Disney about how dissatisfied they were with The Hollywood Tower Hotel’s upkeep. The playful letter complains about the cracks, cobwebs, and of course, the fact that the main elevators are out of service.

tower of terror service elevator hallway
Credit: Disney


I’m getting around to writing you folks about my last visit to Disney World. All in all it was a great vacation but I do have some concerns about one of your resort properties.

I had heard about this wonderful hotel built based on the heyday of Hollywood called the Hollywood Tower Hotel. My travel agent said I should drop in and stay at there for a bit.

When I arrived, bags in hand, based on the long line to enter the hotel, I thought I was in for a treat. However, as we walked in, I saw fountains over due for repair, cracks in the stone work and other signs of neglect.

Upon entering the lobby, I couldn’t believe my eyes! The place was filled with cob webs and dust. Where was the famed Disney house keeping? Surely, the lobby could use some TLC.

On my way to find my room in the tower, I discovered the main elevators were out of service. Absolutely disgraceful for a Disney property. I, along with the rest of my party, was ushered into the bowels of the building. It was dark, and noisy.

Finally, we got in the elevator. There were about 20 of us packed in. In true Disney fashion, the elevator provided us with a show on the history of the hotel. But why would you show us the story about the disappearance of 5 previous guests?

Sadly, as we neared the top floors, the elevator went haywire. It randomly rose and dropped several times. Finally coming to rest near the bottom.

I rapidly left that elevator. I complained to a bell hop who said the elevator always does this. He suggested I stay at different Disney resort. Despite my concerns, I did check in at another resort which was in much better condition.

I’m sure the Hollywood Tower Hotel, has had its ups and downs over the years. But, Disney really should reevaluate allowing guests access to such a dirty, neglected and possibly dangerous Hollywood Tower Hotel.


PS. This is satire, I’ve sent to lighten your day for a change. Please feel free to share with your fellow cast members. Have a magical day!

Tower of Terror stormy sky
Credit: Disney

As we can see, Disneyfan noted that this letter was satirical, which one can easily pick up after reading it. The best part of this story, however, comes next. Disney actually took the time to write back! As you can see below, Walt Disney World Resort apparently continued with the satire that Disneyfan started, taking the complaint as a “serious” one, and tossing in lots of Tower of Terror attraction references. 

tower of terror
Credit: D23

Dear Disneyfan,

Thank you for contacting us about your recent stay at the Hollywood Tower Hotel. 

I’m sorry to hear your visit had so many ups and downs. As one of our most infamous hotels, the bellhops really try to take our Guests into another dimension and I am disheartened to know that your visit had so many dips in regards to your expectations of what a Walt Disney World Resort should offer. The Hollywood Tower Hotel has been a star in its own right with a history that we are proud to share with Guests. It was a beacon for the show business elite, and we are striving to restore it it the glitz and the glamour it was previously known for. Please be assured that I have shared your concerns with with the hotel staff and permanent residents including our engineering teams who said they would take a look at both the regular and maintenance service elevators. 

I’m happy to hear you found another Resort with some vacancy so you could enjoy the rest of your stay in more modern accommodations.  The next time you check into a deserted hotel on the dark side of Hollywood, I hope your visit has less drops in service and that you are able to enjoy your visit to the Twilight Zone. 

Looking forward to your next drop in.

tower of terror
Credit: Disney

To read the full Reddit thread, please see below.

My complain letter and response from guest services from WaltDisneyWorld

tower of terror
Credit: Disney

Seeing things like this from Disney is fantastic because it just goes to show that they are interested in giving Guests the ultimate experience, even after their trip has ended.

If you are a want to be a Tower of Terror Guest, here is the official description of the hotel!

Next Stop: The 5th Dimension

Step uneasily inside the infamous Hollywood Tower Hotel and find a dusty lobby frozen in time. Even the subdued hotel staff seems strangely out of another era. 

Suddenly a television set springs to life and Rod Serling welcomes you on a journey into the Twilight Zone. He reveals that on a gloomy Halloween night in 1939, some hotel patrons were riding the elevator when a violent storm struck the building… and they were never seen again. The hotel closed down and has stood empty ever since. 

tower of terror getting struck by lightning
Credit: Disney

Going Up? 

Enter the rickety, elevator-style lift, strap yourself in and prepare to discover what lies beyond the darkest corner of your imagination. 

Shriek in terror as you’re suddenly propelled up and down the abandoned shaft—unexpectedly dropping and rising—as you hear the sound of cables snapping and metal clanging overhead. 

Will you make it back to the real world… or will you become a permanent resident of the Twilight Zone?

Based on the Television Series

This attraction is based on the popular television series which originally aired from 1959 to 1964. Created, hosted and written by Rod Serling, the award-winning show—with its imaginative storylines and unexpected twist endings—was wildly successful.

The Twilight Zone® is a registered trademark of CBS, Inc. and used with permission pursuant to a license with CBS, Inc.

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