Jim Lewis' response to my letter

[debbiepump]

An update:
Early May was at the Boardwalk, found food left in the cupboard and
the bathroom garbage can never emptied which contained used sanitary
napkins and tampons. Last October, was at the Boardwalk, my first time as a DVC member 'home'. That time, we were put in a smoking room (nothing else available), food in the fridge, the bathroom never cleaned and dirty towels in the entryway and needless to say in the bathroom.
I took pictures of what was found in the room and wrote a letter with
the pics to Jim Lewis, manager of the Boardwalk and supervisor of housekeeping. I did not expect any 'reimbursement' from DVC or WDW, I did this to see what the response would be by the 'powers that be'. I sold my points at the Boardwalk but kept my points at the BCV (which has been fine).

THE RESPONSE:::
Now, this was from Jim's 'assistant' not Jim. In the usual Disney friendly fashion, she was very apologetic. She 'justified' the food in the cupboard by telling me that it is a customary action by DVC to leave housekeeping 'notes'
to leave their food to 'share' with the next arrivng DVC members. Sorry, folks, I'm sure you're all honest, upstanding members, but I'm not eating your leftovers! She then told me that at least this visit was 'so much better than the last' since I wasn't put in a smoking room. I had no comments for her.
As I said, I wanted to see what response would be received from the 'powers to be'.

I have real concerns with DVC and WDW with their responses to the DVC members issues. I'm sure they hear plenty, such as not the correct view or an old faded rug, but I feel leftover food and improperly cleaned rooms should be a concern. Two out of two visits at the BWV to have this happen to me?
Once should be enough.

[3DisneyNUTS]

Yuck and what a pathetic response!

[crisi]

Its a common DVC practice for members to leave notes telling housekeeping to please take any leftovers. As far as I know, it is uncommon to leave notes asking the food be left for the next guest. I wouldn't expect you to eat our leftovers! That doesn't even sound like a liability issue Disney would want.

[debbiepump]

Yes, that's what I thought too when 'Susie SunDisney' told me of that 'practice common among DVC members' but had been down this road before and knew she was calling only for 'happylipservice' and there was no use to my saying anything to her.
What WDW and DVC needs to realize is that I feel the situation is hopeless and THAT's what they need to be the most concerned with. There's no complaining, fist pounding, yelling, killing 'em with kindness that is going to correct these issues, that I feel completely defeated and have to take what I am given, that it's no use. That's exactly how I felt this 2nd time around and there was no use in talking to anyone at the time.

Pretty sad state of affairs, if you ask me.

[utahkennedys]

Yikes, we were considering an add-on at BWV site unseen, but I'll have to give that serious consideration I guess -- gag.

[Disney Doll]

I have left unopened food in my unit upon my departure. But always assumed that the housekeepers took it. I have never had food in a unit upon my arrival.

I ahve also never entered a dirty room.

I have had very good experiences with DVC. I am sorry you have not. I don't blame you for being distressed.

[CarolMN]

I have left unopened food in my unit upon my departure. But always assumed that the housekeepers took it. I have never had food in a unit upon my arrival.

I ahve also never entered a dirty room.

I have had very good experiences with DVC. I am sorry you have not. I don't blame you for being distressed.My experiences/thoughts are the same. All of my WDW stays since 1999 (at least 10) have been at the BWV. I'm sorry the OP's experiences were not like mine.

Best wishes -

[MinMouse]

On our first trip home to BWV a few years ago we arrived at a 2BR that had not received any housekeeping. The trashcans were full, the beds were unmade, etc. We called down to the desk and were moved to another room. I would hope that if another 2BR was not available we would have received an immediate housekeeping service. I think these situations are best handled on the spot but the response the OP got from DVC powers-that-be is totally unsatisfactory. On subsequent trips we've had stellar service at BWV. Too bad the OP didn't have the same experience on at least one of the two vacations there.

[DVCconvert]

With all due respect to all parties involved -- but I'd like to see the complete unabrigded text of both correspondence to draw my own conclusions.

[LisaS]

Yikes, we were considering an add-on at BWV site unseen, but I'll have to give that serious consideration I guess -- gag.We checked in to a 2BR villa at BWV on Sunday May 7th. Debbiepump's post about her recent problems was one of the last posts I read here on the DIS before we left for our trip so I was very concerned, particularly because our trip was my mom's Mother's Day present from DH and me and I wanted things to go smoothly. Fortunately, our villa was just fine. It was a non-smoking villa as I requested, it was clean and everything was in working order. So I feel very sorry that debbiepump had not just one but TWO bad experiences at the BWV. But as you'll see from reading other replies here and trip reports from other members, this is the exception and not the rule, though it should not be happening at all.

[Simba's Mom]

I was always under the impression that even if DVC guests tried to leave opened food for subsequent guests that housekeeping was supposed to throw it away, because, as a previous poster said, it could be a liability issue for Disney. If the subsequest guest gets sick and blames it on the food left for them, they could sue Disney. And yet, Jim Lewis wants you to believe that Disney does allow this (the passing on of opened food)? It's appalling that you got the implication that you shouldn't be upset with this-not even a "we'll try to do better"!

[MonkeyPants]

that is a sad and pathetic response....gee look a half eaten sandwhich from the person who stayed here yesterday :banana: how about I just drop this by the front desk and tell them its a tip from previous guests :crazy:

[Cyndy]

they are not allowed to keep food it is taken to a central location and non perisable items (unopened) are given to the food bank, the opened items are dumped due to liability. The supervisor that told us this was apologizing for our uncleaned OKW 2 bdr a couple years ago. We also have had totally untouched by housekeeping guest rooms at WL (not the villas) Mistakes do happen, but frankly the "Pollyanna" that gave you her cup half full perspective should be moved to a position that does not allow her to work directly with the public if she does not have better skills than this! Sorry for the RANT but the one thing I expect from a company that prides itself in industry leadership is top rate customer service. I do not subscribe to the "give me the moon and all my points back, I deserve it" theory,since we all pay for that, but at least a sincere response. You deserve more than this response.

[JPC]

that is a sad and pathetic response....gee look a half eaten sandwhich from the person who stayed here yesterday :banana: how about I just drop this by the front desk and tell them its a tip from previous guests :crazy:

word up.

[Sherri]

Actually we had sealed upopened bottles of soda left from our trip at Vero beach. We did not want to take them and offered them to one of the housekeepers that we got to know. She said they are not allowed to take anything left over from any of the guests, sealed or unsealed. Apparently if they take something left over and get sick somehow Disney would be liable, so this is their policy. Interesting how it doesn't apply to other guests that come in.
If I were the OP, I would take the original letter and the response and go higher up with it. I can not believe that someone would respond in such a way to this valid complaint.

[DebbieB]

When you arrived and saw the condition of the room, did you call the front desk and ask for a different room or ask for housekeeping to come and reclean? Sounds like housekeeping didn't finish the job for some reason.

[elijahpep]

[QUOTE=debbiepump]
THE RESPONSE:::
Now, this was from Jim's 'assistant' not Jim. In the usual Disney friendly fashion, she was very apologetic. She 'justified' the food in the cupboard by telling me that it is a customary action by DVC to leave housekeeping 'notes'
to leave their food to 'share' with the next arrivng DVC members. QUOTE]


Debbiepump you have had my support siince the get go. I was just wondering if this may be a new "assistant" or intern of sorts that maybe isn't familiar with liability issues. To send it one more level after all you have gone through would seem logical after this responce. There should actually be a whole division or group at Disney/DVC who would be terribly concerned about this responce. The assistant's only redeemer in Jim Lewis' responce is the words "customary action." By writing that term is still gives lead way to
an unhealthy scenario.

On a quip , you might ask if it is customary for DVC guests to also be left the trash of the previous guest? EEEEE, It stills gives me chills remebering your first post.

Thank you for taking your time in looking out for the DVC issues! Wish you luck!

~DW

[GDUL]

[QUOTE=Cyndy]they are not allowed to keep food it is taken to a central location and non perisable items (unopened) are given to the food bank, the opened items are dumped due to liability.QUOTE]

We have had unopened food left the past couple of trips that we have taken (OKW). We called housekeeping and was told that we could leave the food and it would be brought to a food bank. They said to leave perishable items in the fridge and non-perishable items on the counter next to the fridge. A note would be left for the housekeeper responsible for cleaning our room and it would be taken care of. Hopefully, the next family didn't check into these rooms and find the food that we left!

[magicmommy]

We just arrived home Sunday from a wonderful first stay in a BWV studio. We had bottled water and several unopened food items that I put in a wicker basket and brought to the housekeeping room. We told them we wanted them to have this to share for their breaks. They were most appreciative! As a matter of fact I must say the housekeeping staff was fabulous at the Boardwalk. Our housekeeper even changed our sheets on T&T day.....we walked into the room as she was doing it.....she made a comment about the envelopes we left and wanted us to have fresh sheets. Tips are most appreciated I would say!

[dianeschlicht]

We have never had anything like that in our many DVC and OKW stays. When we have unopened food items unused, I usually head out to the parking lot and look for someone who appears to be just arriving. They are usually more than happy to take our left over unopened pasta or ice cream bars. Anything that has been opened and not finished, like cereal etc, is just tossed in the garbage when we leave.

[MinnieGirl33]

Do you think forwarding copies of your letters & the response you received to Carli D'Agostino (Member Satisfaction) might get a better response? :scratchin

If I was the "customer service" contact I'd be interested to hear how Jim Lewis' office responded. Says alot about the "higher ups". Actually I'm kinda surprised they didn't send it to her in the first place.

[DVCconvert]

:) :goodvibes :sunny: :love:

[DVCconvert]

:) :goodvibes :sunny: :love:

[MickeyCrazed]

hi Debbiepump!

I see you've been online here as recent as a few minutes before 8PM this date....still no info??????

:)

Oh brother... this post was made by the OP in an attempt to educate us of the ongoing mousekeeping problems at the DVC resorts.

We have stayed at DVC resorts numerous times with no problems at all... but our last visit to the Boardwalk was less than stellar for many reasons. (Housekeeping and maintenance being the major issues.)

I didn't post in detail on the boards because I didn't feel like justifying my comments to some regular posters here. I knew that the experience I had was not up to par, and I really didn't feel like proving it to people who just want to argue.

However, I feel that I was responded to in the same manner that the OP was. A rep from the WDW resort executive offices called me and gave me the same type of blah blah answer. My view on the situation was that the rep thought I was looking for something for free. I wasn't... I just wanted to ensure that my experiences wouldn't be repeated for another guest. And unfortunately, after the conversation ended, I didn't have a good feeling about it. I really don't think anything was done to ensure my experiences weren't duplicated.

Anyway, back to my point of this post... Either you believe the OP or you don't. Take her comments at face value and leave it at that. She shouldn't have to prove anything to you.

Sorry if this sounds harsh... I don't mean it to. I just don't get your point. If I'm off base, I apologize in advance.

[DebbieB]

I believe the original poster but I think she made a mistake by not trying to solve it when it happened, not waiting to write a letter when she got home. No way I would have accepted a room with trash like that in the bathroom. I know someone who got a bad room at BWV once and still brings it up years later but never said a word about it when they were there. I think unless you try to resolve it then and there and didn't get satisfaction, you shouldn't complain afterwards. The original poster could have just called the front desk, spoke to the manager and asked for the room to be recleaned and then gone wherever she was going, it didn't have to interrupt her vacation. Complaining now really does no good, they can't change the bad experience. She took the time to take pictures but didn't take the time to pick up the phone and call the front desk.

[MickeyCrazed]

I appreciate your opinion.

However, in my case, I brought the matters to the attention of housekeeping, maintenance and the front desk to no avail. No one ever responded to our issues until an hour before we checked out. (And I made 3 calls and one trip to the front desk. So they had 4 chances to try to help us.)

I guess I could have asked for a manager, but after being ignored for 6 days, I was so angry that I knew if I did I would make a scene. And I didn't want to put a damper on another guests vacation. I know how to read my own anger levels, and I had the common sense to know I probably wouldn't control it well.

The rep who called me from the executive offices told me the same thing. There was really nothing that could be done after the fact. And looking back on the situation, I know the rep is right. But I did what I thought was best at the time. Believe me... if it ever happens again, I will demand that a manager comes directly to our room immediately.

[TEXASPRINCESSES]

Yikes--y'all are scaring me--our last year trip to BWV was less than stellar but my hubby insisted we stay there with mparents this trip (first time they've been in over 20 years) Our last year trip was a 4 day fight with housekeeping and I sooooooooo am hoping for not a repeat! I desperately need a calm, relaxing vacation but in a CLEAN, QUIET VILLA!!!!
Please cross your fingers for us--OT..I'm sorry this has happened to you twice!

[Cruelladeville]

I have stayed at BW since 97, 3 times a year, and never had a dirty room upon check-in! I once was assigned to a room that had people already in it, and once I was given a room that no one could open, but both times I was given another room, definitely better than the first one! :) I am not the type to count the scratches on the furniture, or complain about lint in the dryer, so maybe I'm not very observant about problems, or else I have low standards, I'm not sure. I usually have my difficulties after I check-in, trying to get trash and towel. When the maid says,"no towel?" I really can't tell if she is asking me if I have towels, or do I want them? :confused3

[MickeyCrazed]

Yikes--y'all are scaring me--our last year trip to BWV was less than stellar but my hubby insisted we stay there with mparents this trip (first time they've been in over 20 years) Our last year trip was a 4 day fight with housekeeping and I sooooooooo am hoping for not a repeat! I desperately need a calm, relaxing vacation but in a CLEAN, QUIET VILLA!!!!
Please cross your fingers for us--OT..I'm sorry this has happened to you twice!

TEXASPRINCESSES,

Don't let our experiences scare or worry you. I know a lot of people complain about very minor things, but I don't (at least not on public message boards.)

The experience I had was out of the ordinary, and looking back on it, I guess the end result is partly my fault for not wanting to be a squeaky wheel and drawing attention to us.

However, as I stated in my post, the next time (and I sure hope there isn't one) that any housekeeping or maintenance issues are ignored, I will know to insist on speaking with a manager to have things resolved.

Go, have fun... and don't worry. Learn from my mistakes.... If need be, call housekeeping/maintenance to report any issues and give them 24 hours to respond. If nothing is done, manage the problem up immediately. I'm sure if you do, your issues will be addressed. And if not, you will have actual names and events to report if you do have to write a letter to the DVC Satisfaction Manager.

I didn't have that type of information to report, and when I did receive a follow-up call in response to my letter, I wish I did.

[kidsister]

At the risk of being gross, you might want to write back and ask if their
'customery recycling' includes the tampons and napkins left in the bathroom.

I have found that Disney tends to sidestep issues rather than directly responding. 'it seems that at least this vacation was better than the last experience' doesn't cut it...and it punishes those people who write in and don't exaggerate or nitpick, because it passive aggressively undermines the original complaint. And THAT ticks me off.

I haven't been given an uncleaned room, but I have been lied to by the front desk (this is the ONLY studio available) which makes me much angrier than hearing the truth, or in your case, an apology. I think that is all OP wanted...and it is sad that an apology and promise couldn't have been offered by the 'assistant'.

On a side note: I'm sad that the food (unopened) I have left might have been thrown away...I'm guessing that it is often easier for mousekeeping to toss unopened stuff rather than lug it to be later boxed for a food bank. I like the idea of giving it to new arrivals, but I wonder if they would think I was weird if I just went up to a new arrivee and offered them food??????
I always thought the maids took what they wanted home, but now I see that in addition to a liability issue, that Disney probably 'checks' bags to see if there is any theft going on.

Alfredo is the day manager at BWV and he is very hands on...I recommend that if you have any issues when staying at this resort that you contact him if the issues are improperly addressed.

DVC Convert....most of us can't figure out how to upload things like pictures and letters, so your request for unabriged and original letter/response seems more like an accusation of disbelief or a defense of Disney. OP doesn't seem to be at all the kind of poster who gets 'riled' over nothing. Perhaps it wasn't your intent, but to me, your post came across as 'not nice', and that surprises me. (we also post to ****** together)

[keishashadow]

offered them to one of the housekeepers that we got to know. She said they are not allowed to take anything left over from any of the guests, sealed or unsealed. Apparently if they take something left over and get sick somehow Disney would be liable, so this is their policy. Interesting how it doesn't apply to other guests that come in.

But, they are permitted to touch the "dirty" tip money & the 4 day old "germ-laden" towels:rotfl: .

[DVCconvert]

DVC Convert.... Perhaps it wasn't your intent, but to me, your post came across as 'not nice', and that surprises me. (we also post to ***** together)

Kidsister-- It was NOT my intent to be "not nice" -- it was/is my intent to seek the truth. The best way to do so based on the information within this thread in my mind would be to have a complete copy of the corresponsdence exchanged. In that way, assuming the OP's concerns are as presented, the general public (reading this thread) could gain an understanding that supported the OP's position.

[wdw4life]

It was NOT my intent to be "not nice" -- it was/is my intent to seek the truth. The best way to do so based on the information within this thread in my mind would be to have a complete copy of the corresponsdence exchanged. In that way, assuming the OP's concerns are as presented, the general public (reading this thread) could gain an understanding that supported the OP's position.
I thought the OP received a phone call in response to her letter. Am I wrong on this? :confused3

[DVCconvert]

wdw4life:
I thought the OP received a phone call in response to her letter.

OP:
...I took pictures of what was found in the room and wrote a letter with the pics to Jim Lewis, manager of the Boardwalk and supervisor of housekeeping...

wdw4life--if you're right, then I missed that too -- but wouldn't you think that someone between my (post # 9) and your post ( # 33 ) would have picked up on that???

:confused3

[wdw4life]

wdw4life--if you're right, then I missed that too -- but wouldn't you think that someone between my (post # 9) and your post ( # 33 ) would have picked up on that???

:confused3
You would think if I was correct someone else would have mentioned it. This is why (in bold) I inferred the response was a phone call. She then told me that at least this visit was 'so much better than the last' since I wasn't put in a smoking room. I had no comments for her.

[Chuck S]

I was under the impression it was a letter the OP received as well, but after re-reading the post, I think it was a phone call.

But I agree with DVCConvert's point..either way we have only the OPs version of events (not that I have any reason to not believe her that the incidents happened), but as far as the "response", assuming it was a phone call, we don't have the benefit of the actual conversation from Disney/DVC, nor do we, like posting on these boards, do have have the benefit of verbal inflections. I'm sure he OP is posting what she believes to be accurate, but it is still "one sided".

In practice, of course, the time for the OP to have handled and rectified the situation was while she was at the resort...little can be done "after the fact" except to bring it to the attention of the housekeeping manager at BWV. And that won't make the OP feel any better about her trip. Plus, it probably wouldn't have taken as much time and energy to have dealt with the problems THEN as to write letters and wait for a reply, this simply seems to drag out the process.

[Sammie]

I agree with Chuck, the time to deal with problems is when you are there. It seems Disney really drags out the process of contacting you, etc. if you wait till you get home. It seems very few are satisfied with the process then.

However we have had problems before on several trips and had them taken care of while there. We never had to come home and complain after the fact as everything was taken care of to our satisfaction there.

[kidsister]

Boy, I was just looking at the post counts here of the last few posters, and I am but a 'newbie'.

I'm not sure why whether there was a letter and/or a phone call really matters. OP wrote about an experience she had that left her feeling disappointed. My guess is she handled it the best way she could, both at the time it happened and then after she got home (and maybe developed her photos.)

It seems probable that she wrote a letter as she stated and that Disney responded by phone, which I was told (by a Disney manager) is how they commonly responded to complaints. I don't understand why you are acting 'suspicious' of OP's phone call....and to me at least, it comes across that you are acting as 'judges' of the matter, and I don't think anyone asked anyone here to judge, but only to listen...and hopefully hear the disappointment.

Has it really come to our needing to post PROOF of our opinions/statements along with our commentary? And do we have appointed 'judges' or do we all get to question each other. And here I thought we were here to listen and support and help. My bad.

[wdw4life]

I'm not sure why whether there was a letter and/or a phone call really matters. OP wrote about an experience she had that left her feeling disappointed. My guess is she handled it the best way she could, both at the time it happened and then after she got home (and maybe developed her photos.)

It seems probable that she wrote a letter as she stated and that Disney responded by phone, which I was told (by a Disney manager) is how they commonly responded to complaints. I don't understand why you are acting 'suspicious' of OP's phone call....and to me at least, it comes across that you are acting as 'judges' of the matter, and I don't think anyone asked anyone here to judge, but only to listen...and hopefully hear the disappointment.

Has it really come to our needing to post PROOF of our opinions/statements along with our commentary? And do we have appointed 'judges' or do we all get to question each other. And here I thought we were here to listen and support and help. My bad.
I hope this wasn't directed at me. I was tryng to inform DVCconvert that he wasn't going to be able to view the letter from Disney because it sounded like a phone call.

[kidsister]

Hi WDW4life....I don't think I was directing anything at you in particular (I guess I did notice that everyone posting seems to have lots and lots of posts and I included you in that.

I understand that you were explaining to DVCConvert what you thought might have happened re OP writing a letter and Disney responding by phone to the letter....and that made me go back and reread and I think you are probably right. I guess I was sad about the implications that OP had been dishonest. I also felt that some of the posts were antagonistic.

I agree that your post to DVC Convert was neither judgemental nor antagonistic....and that you were indeed only giving your perception that there was a letter to Disney and a phone call response from Disney.

We all have different tolerance levels when we travel: different things that bother us. Just because bugs don't bother me (well, bed bugs would, but not Palmetto bugs), I probably shouldn't get upset at you if they set you off screaming! If we read a post that strikes us as 'whining' or dissing Disney ...why not just move on to another post instead of going into 'attack or accuse mode'? That's what I don't understand.

[Donna]

I believe the original poster but I think she made a mistake by not trying to solve it when it happened, not waiting to write a letter when she got home. No way I would have accepted a room with trash like that in the bathroom. I know someone who got a bad room at BWV once and still brings it up years later but never said a word about it when they were there. I think unless you try to resolve it then and there and didn't get satisfaction, you shouldn't complain afterwards. She could have just called the front desk, spoke to the manager and asked for the room to be recleaned and then gone wherever she was going, it didn't have to interrupt her vacation. Complaining now really does no good, they can't change the bad experience. She took the time to take pictures but didn't take the time to pick up the phone and call the front desk.

That was me who had the deplorable BWV room (and still brings it up years later, lol) and i DID call and asked to be moved and was told there was nothing available (it was Halloween day). We had waited til 5:30 for that room to be ready so when we finally DID get in, we were all tired and just wanted to unpack and as we did, we noticed all the problems. For the record, you cannot "clean" cigarette burns (11 of them) in the bathroom, the finish was removed from the kitchen table, the handle was broke on the balcony door, footprints were going from floor to ceiling in the foyer, sticky counter top that for some reason would not wipe off, ripped fabric on the couch. (these are just the ones i remember). They were nice enough to replace the smokey blankets though :rolleyes: . I was upset that i had brought guests and was embarrassed as it was their first experience (our second) with DVC. Normally, i would have demanded something be done but everyone just wanted to get on with our vacation and forget about it. we did that and it did NOT ruin our vacation, we just won't stay there again. So yes, i DID bother to pick up the phone and NO, i did NOT take any pictures. And why shouldn't i bring it up years later? I bring it up to friends and most of the time we joke about it. It's not like years later, i go down to the front desk and say what are you going to do about my bad room from 1998!!!! :furious: LOL!
I know this can/could have happened anywhere, it just happened to be at our first and last stay at BWV. Remember, BWV were pretty new back in 1998 and there was no excuse for a room in that condition being given to a member.
just wondering, since that was prior to you being a dvc member, if i had showed you that room, would YOU have bought DVC?

[DebbieB]

That was me who had the deplorable BWV room (and still brings it up years later, lol) and i DID call and asked to be moved and was told there was nothing available (it was Halloween day). We had waited til 5:30 for that room to be ready so when we finally DID get in, we were all tired and just wanted to unpack and as we did, we noticed all the problems. For the record, you cannot "clean" cigarette burns (11 of them) in the bathroom, the finish was removed from the kitchen table, the handle was broke on the balcony door, footprints were going from floor to ceiling in the foyer, sticky counter top that for some reason would not wipe off, ripped fabric on the couch. (these are just the ones i remember). They were nice enough to replace the smokey blankets though :rolleyes: . I was upset that i had brought guests and was embarrassed as it was their first experience (our second) with DVC. Normally, i would have demanded something be done but everyone just wanted to get on with our vacation and forget about it. we did that and it did NOT ruin our vacation, we just won't stay there again. So yes, i DID bother to pick up the phone and NO, i did NOT take any pictures, not sure where you got that info from. And why shouldn't i bring it up years later? I bring it up to friends and most of the time we joke about it. It's not like years later, i go down to the front desk and say what are you going to do about my bad room from 1998!!!! :furious: LOL!
I know this can/could have happened anywhere, it just happened to be at our first and last stay at BWV.

I was referring to the original poster saying she sent in pictures to Jim Lewis (post #1), not to your situation. Sorry if I wasn't clear, I will correct it. She said on another thread that she didn't call because she didn't want to have to wait 2 hours for them to come. I was simply saying she could have called and left and had the situation taken care of. It would have been very easy for them to come up and empty the bathroom trash, take the dirty towels, etc. In her case, these items could have been easily fixed. Instead she took pictures and waited until she got home to complain.

Sorry I misunderstood your case, I didn't know that you did call and specifically let them know the problems. If they did not resolve them, then you should have complained to DVC afterwards so that they were aware of the situation.

[MrGrumpy222]

But, they are permitted to touch the "dirty" tip money & the 4 day old "germ-laden" towels:rotfl: .

:confused3 I am confused. How does touching U.S. Currency compare to consuming food left by an unknown person? I handle money every day, be it buying a soda or paying a road toll, but I can assure you that I would not eat something that a person who I did not know gave to me who's job was not to do so ie. (a waitress). I think the folks that work for Mousekeeping work VERY hard and are deserving the TIPS they receive. Also, would you rather they leave the "dirty" towels on the floor? Disney is not perfection and there is room to improve on anything, but I'd prefer a less than tidy room in WDW than a less than tidy room at a Motel 6 in Jersey. ;)

[SyrCinderella]

Did you try to go to Jim Lewis' boss? I would not have been happy with that very weak response, and if Mr. Lewis did not give a more satisfactory reply I would contact his superior.

On the other hand, did you make a fuss when you checked in? (Although I know from our dirty boxers in the drawer experience at VWL this doesnt guarantee housekeeping will take care of things). Bottom line - if I found the room unacceptable I would insist on either moving to another room or housekeeping right away. And if I didnt receive either one, you can bet Id make quite a fuss.

[keishashadow]

My sarcasm was directed to the comment that Mousekeeping is not permitted to take/consume leftover food products left in the room ( but it's perfectly ok to leave it for the next occupant) because of liability issues. Hard to believe DVC wants to "protect" their employees but, not their guests from this horrible fate.

IMO, the excuse given by management was just that - an excuse. Mousekeeping probably forgot to clean out the food left behind. It happens, IMO no big deal - just come & take it away for disposal.??? I owned a cleaning company for a short period of time & had to deal with employees that I had to "cover for", standard operating procedure. I certainly appreciate Mousekeeping & tip well (probably because DH & I both moonlighted part-time in the service industry years ago).

I made additional reference alluding to post of honeymoon couple who felt their trip was ruined due to "deplorable" conditions @ BWV including illness caused by day old towels. Still shaking my head over that one, perhaps we're unsanitary but, in our house we each use our own personal towel more than 1 day.:confused3

BTW, when you're done w/your dirty towels Mousekeeping would appreciate you placing them in the tub, not on the floor.:thumbsup2

:confused3 I am confused. How does touching U.S. Currency compare to consuming food left by an unknown person? I handle money every day, be it buying a soda or paying a road toll, but I can assure you that I would not eat something that a person who I did not know gave to me who's job was not to do so ie. (a waitress). I think the folks that work for Mousekeeping work VERY hard and are deserving the TIPS they receive. Also, would you rather they leave the "dirty" towels on the floor? Disney is not perfection and there is room to improve on anything, but I'd prefer a less than tidy room in WDW than a less than tidy room at a Motel 6 in Jersey. http://disboards.com/images/smilies/wink.gif

[smjj]

Boy, I was just looking at the post counts here of the last few posters, and I am but a 'newbie'.

I'm not sure why whether there was a letter and/or a phone call really matters. OP wrote about an experience she had that left her feeling disappointed. My guess is she handled it the best way she could, both at the time it happened and then after she got home (and maybe developed her photos.)

It seems probable that she wrote a letter as she stated and that Disney responded by phone, which I was told (by a Disney manager) is how they commonly responded to complaints. I don't understand why you are acting 'suspicious' of OP's phone call....and to me at least, it comes across that you are acting as 'judges' of the matter, and I don't think anyone asked anyone here to judge, but only to listen...and hopefully hear the disappointment.

Has it really come to our needing to post PROOF of our opinions/statements along with our commentary? And do we have appointed 'judges' or do we all get to question each other. And here I thought we were here to listen and support and help. My bad.

I think you hit the nail on the head. I have cut back on responses here for this very reason. I make small vanilla comments now but more to get to the 1000 reply mark as to make a comment that will be judged by others wanting proof and the such(ops, guess I just jumped back in)...smjj

[DVCconvert]

:) :goodvibes :cheer2: :sunny: :love:

[MrGrumpy222]

My sarcasm was directed to the comment that Mousekeeping is not permitted to take/consume leftover food products left in the room ( but it's perfectly ok to leave it for the next occupant) because of liability issues. Hard to believe DVC wants to "protect" their employees but, not their guests from this horrible fate.

IMO, the excuse given by management was just that - an excuse. Mousekeeping probably forgot to clean out the food left behind. It happens, IMO no big deal - just come & take it away for disposal.??? I owned a cleaning company for a short period of time & had to deal with employees that I had to "cover for", standard operating procedure. I certainly appreciate Mousekeeping & tip well (probably because DH & I both moonlighted part-time in the service industry years ago).

I made additional reference alluding to post of honeymoon couple who felt their trip was ruined due to "deplorable" conditions @ BWV including illness caused by day old towels. Still shaking my head over that one, perhaps we're unsanitary but, in our house we each use our own personal towel more than 1 day.:confused3

BTW, when you're done w/your dirty towels Mousekeeping would appreciate you placing them in the tub, not on the floor.:thumbsup2

If you say so :thumbsup2

[Ms.Mouse]

Ok you guys.... I just "bought in" at BWV's and haven't seen them yet AND won't until March 2007!!!!!!!!!!!!!! This makes me nervous because my DH, DS and DD didn't want me to buy points in DVC...They felt we should spend year after year just going to different resorts instead...
When we get there, if our room looks like these negative posts... Well, I'll have a HUGE PROBLEM WITH THIS...AND I'll get like this :furious: since I'm a "clean bathroom/kitchen freak" and also since my family will be FULL of the "I told you so's" :sad2:

[kidsister]

I've stayed at the BWV four times and my room has always been clean.
But mistakes can happen and we all HATEHATEHATE to have our spouses or kids say "I told ya so" SO.....on check-in day, send the family off to the pool or one of the parks so that YOU can get to the room first and make sure it meets your requirements. If it isn't right, then you can call/go to front desk and get it straightened out before your fam finds out.

If you really want them to be blown away...spend the extra points to get a Board Walk View room on the top floor....WOW!!!!

[Ms.Mouse]

If you really want them to be blown away...spend the extra points to get a Board Walk View room on the top floor....WOW!!!!

Thanks.... Good idea about sending them out to explore :thumbsup2 I actually requested a BW view and a non-smoking room (for medical reasons because two in our party are asthmatics) so they said that's the only way they can guarantee the non-smoking....

[ceejay13]

Ok you guys.... I just "bought in" at BWV's and haven't seen them yet AND won't until March 2007!!!!!!!!!!!!!! This makes me nervous because my DH, DS and DD didn't want me to buy points in DVC...They felt we should spend year after year just going to different resorts instead...
When we get there, if our room looks like these negative posts... Well, I'll have a HUGE PROBLEM WITH THIS...AND I'll get like this :furious: since I'm a "clean bathroom/kitchen freak" and also since my family will be FULL of the "I told you so's" :sad2:

We are BWV owners and absolutely love it. Since our first purchase in 2000 we have had 15 different rooms between us and friends and family we have taken. This is from studios to one grand villa, generally in 1 bdrs when it is just my DH and I. We have never had any issues. The rooms have always been very clean. I do agree that sometimes mistakes happen, but you will see that at all of the DVC resorts. We recently added on at the BWV for the 4th time to show you how much we love it, and can't wait for our next trip in December.

[goofyforlife]

Ok you guys.... I just "bought in" at BWV's and haven't seen them yet AND won't until March 2007!!!!!!!!!!!!!!

We just checked out of studio 5031 on Monday. It is a bw view. We could see both Wishes and Illuminations at night. The room and bath were very clean when we got there. (Fridge door seemed not to close right though.I think people lean on it when it's open and the door bends.)

My only gripe is that the room is kinda far from elevators. (oh there's ones that are further but i was like "go down the hall till you almost collapse, turn to your right and that's our room."

Next time i would prefer 2 or 3rd floor so we can use the stairwells...

After walking the parks there was no way we were walking up to the fifth floor each day.

[nezy]

I own at BWV-but I have not stayed there yet in the 8 years as a member. (This is not due to a bad experience just don't want to stay ther. I am sure I will at some point, but for now I like my OKW or VWL!)

That is why I found it interesting that OP sold BWV-just curious:
Did you sell more for the purpose of getting your point across to DVC that you were so disgusted by both the uncleanliness and the response? or because you never plan to stay there?

I haven't had a probelm -knock wood, but if I had walked into a bathroom with trash such as that-I would have been on the phone. If the food was unopened I probably would have just left it or mentioned it to housekeeping if I saw them. It is obvious though that OP was given a room that was not cleaned properly, if at all. The response from "The assistant" was unacceptable AND WOULD HAVE BEEN UNACCEPTABLE AT A COMFORT iNN OR Super 8 MOTEL AS WELL! That is the real problem here. I cannot figure this out-

Was the response due to a thought of "It's another DVC'er complaining about something" or just an idiot in the wrong job? I am certain the response would have been different if you were a guest on the other side of the hotel-non-villa said or at the Poly or even CBR

As Diana said, we also look for people who are checking in and offer them unopened items

[jiggerj]

Good to see you Ms.Mouse! :thumbsup2

Trust me...you wont be disappointed at BWV's ;)

I am so glad that you requested a BW view- make sure that it is noted on your ressie ok?

[gopherit]

I think you hit the nail on the head. I have cut back on responses here for this very reason. I make small vanilla comments now but more to get to the 1000 reply mark as to make a comment that will be judged by others wanting proof and the such(ops, guess I just jumped back in)...smjj

Same here. I earned my posts here many moons ago - and hardly ever post here now. I browse around now and then, maybe post a query or two, but remain consistently amazed by the pounce-a-tomic nature of this board. :duck:

People are absolutely entitled to opinions, and to share those opinions, but they should know when to hold them to themselves. (Like me, probably, right now, as I debate whether to say this or not, because frankly, I don't feel like having to justify what I'm about to say to whomever decides to pick a fight with me. I finished second grade, thanks.) The anonymity of the internet, and the media folks like Dr. Phil, LOL, have given too many folks the feeling of entitlement to "tell it like it is" and stand justified behind a cloak of, "Well, that's just who I am and what I think. Nyah." Etiquette never seems to make it to the keyboard.

Case in Point: Asking someone for further data is understandable. I'm a data monger myself - can't get enough of the stuff. Sure, I'd like to see the unabridged copies of correspondence. I might just see something in it that even the owner didn't see that would only cement their case further - you never know! Sometimes folks don't post full details because they can't, don't have time, too long a post, lost the original, whatever. But would I ask for data? Sure, in a New York second. Gotta love the data. It's a reasonable request. :yes:

But checking someone's post activity and asking not once, but twice where they are and why haven't they responded yet? Sorry, DVCconvert, I just don't see the merit or manners in that. :sad2:

I think I hear other boards calling my name..... :listen: