View Full Version : Just back from Disney's Hilton Head,The good, the bad, and THE BAD

Jay H
02-18-2001, 03:11 PM
Well, my wife and I just returned from four nights at Disney's Hilton Head resort and it was not the greatest Disney experience we ever had. First of all the resort is beautiful, I mean beautiful as in the Polynesian beautiful. It is set right on the intercoastal waterway. The grounds are nice and the whole atmosphere is very relaxing. However, we should of known something was wrong when we checked in. The CM that helped us did not seem to know what was going on at all, so we were patient and got through it. After a forty minute check in she told us that she was new and was sorry. No problem we are at DISNEY right? The next morning we took a behind the ears tour with CM Gordon and it was great, we learned alot about the resort and its short history as well as many hidden mickeys. After the tour ended my wife and I and Gordon sat in the den and talked about Disney World for about forty five minutes. We knew more about what was going on at WDW than he did, (thanks to the DIS) and Gordon was very imnpressed and told us that we should work for Disney. That night we went to get some ice but the machine would not work so we went to the front desk and they said that they would send some to our room. Great service we thought. The next day we went to get some more ice and same thing, the machine would not work. Back to the front desk, however this time we told that maybe it needed a part or something. The big problem here besides this ladys attitude is that this whole resort only has one ice machine. At this point I asked how do I get some ice. I was told that I could walk all the way to the other side of the resort to the Mercantile(the gift shop) and they would give me some ice there. Now compared to the night before when they brought me some ice, this was not good service in our opinion. One more thing, after telling them the day before about the broken ice machine there was no sign or anything announcing that it was broken or if was even in the process of getting fixed. We got our ice after walking over to the Mercantile and tried to enjoy our evening. As we were trying to fall asleep there was alot of noise coming from the room above us, I mean like someone was bowling up there. We got to sleep however the next morning we were awakened by the same noise so I called the front desk and asked if something could be done, they said sure, and we tried to get some more sleep, however the noise did not stop and seemed to get louder. I called the front desk again and this time the manager said that she would look into it and call me back. Well, thirty minutes later no phone call back from the manager and the noise has not let up one bit. This time I went to the front desk myself and was told that if the people staying in the room above me were DVC members ther was nothing that could be done because technically they owned part of the resort. We basically felt like second class at this point. To me and my wife this was a slap in the face, I was ready to scream at everyone at the front desk but I did not loose my cool. I simply demanded a refund and guess what happened? Once I asked for some money back and stood up for my rights, I got a little respect. All of a sudden I was first class, and every manager from a hundred miles came out of the wood work. I stood my ground and once again demanded my money back, and I got it. We packed in twenty minutes and went down one block to the Fairfield Inn and you know what, it was quiet and the ice machine actually made ice, all for 59.99!

I do not feel that it is too much to ask for for some peace and quiet, and ice. I also do not feel that because someone is a DVC member that they can be as loud as they want. Common courtesy is common courtesy. I am sure that someone on this board will have a problem with something in this report, however this is just our opinion of our stay at Hilton Head, nothing more nothing less. I appreciate you guys reading my report and letting me rant a little. I really do. I also realize that our experience may have been an isolated event, but that did not help while we were there, so there ya go and thanks again.

Jay and Jenn <IMG SRC="/infopop/emoticons/icon_confused.gif" alt="confused">


02-18-2001, 03:46 PM
unbearable......I hope someone listened to your complaints .......maybe they will learn from their mistakes..........thanks for the report.....
Marie ;)


02-19-2001, 07:08 AM
unfortunately throughout the country, customer service seems to reactionary(if that's a word :P )
instead of preventative. By that i mean companies would rather give luke warm service and deal with problems as they come instead of training the cs staff on how to provide the best care possible for their clients.
Granted Disney overall has the best CS i have ever seen, it is inevitable to run into some bumps.
Please don't let the Hilton head experiance sour you on a wonderful institution :)

Is it May yet???

02-19-2001, 07:30 AM
Jay H, as a DVC member, I want to truly apologize that you had a bad experience at Hilton Head. Though I have never been there, I have been to Old Key West in WDW numerous times, which is my home resort. Matter of fact, we were just there a few weeks ago and stayed in a Grand Villa on the second floor.

We had 11 people staying there (it sleeps 12), including 3 children under 3. By our 3rd night there we had had 2 complaints about the noise level from the people below us. We were NOT being any noisier than any group of 11. The problem was the hardwood floors and cathedral ceilings in the living room. Between normal conversations, the kids playing, and the TV on, it was extremely noisy. We tried our best to be "quiet", but, WE WERE on vacation, too! I most certainly didn't want to be the spoiler for anyone else's vacation either. I told management that they might want to move them to another unit, because we were doing the best we could to manage the noise level. We didn't have any more complaints after that.

I really think you might have been below a Grand Villa at HH. And, what I think stinks is that they didn't try to accomodate you or have you moved to a quieter room, possibly on the second level. That is the POOREST excuse I have ever heard anyone give regarding noise disturbance. I think ALL DVC members would like to know if they are disturbing anyone else, whether they are DVC members or paying customers.

If your complaint is as valid as you have written in your post, I would DEFINITELY write a letter to someone (sorry, I don't know who), and complain. That is no way to be treated on vacation, and as a DVC member, it leaves a bad taste in my mouth.

DVC Member since 1995

02-19-2001, 08:57 AM
Jay - I just printed off your trip report to read over lunch and wanted to say I am sorry you did not have such a great trip at Hilton Head. I just skimmed it first so I don't know all the details yet but I am interested in reading them because we are future DVCers and want Hilton Head to be our home resort so I look forward to seeing what your issues were.

Thanks for taking the time to post your experiences, your efforts are appreciated!


CBR - 10/98
BC - 10/98
BC - 6/00
GF - 9/00
Dolphin - 6/01

Jay H
02-19-2001, 05:46 PM
I just wanted to say a big thank you to everyone's kind words. I do plan on writing someone about this matter so hopefully no one will encounter the situation we had. I would like to say again that this may be an isolated event but it sure did affect our getaway. Once again thank you and if anyone has anymore questions about Hilton Head or anything just post or e-mail me.



Marla Hellwig
02-23-2001, 09:45 PM
Sorry to hear that your trip wasn't the best but hope you did have some fun. Thanks for posting!

02-24-2001, 05:23 AM
Jay... We had the same experience as Pollyanna. We were in the GV in HH and had 12 people staying including 6 little ones. This, I am sure, generated a lot of noise for the people below us and we had two noise complaints. I don't know that we could have been any quieter. After all, we were trying to get those babies to sleep so we were keeping the house pretty calm. I just think our feet were on those wood floors and it makes for a noise level intollerable for the people below. The DVC member comment was an insult to you and to all DVC members.Sorry to hear you were treated this way.

02-24-2001, 05:56 AM
I'm sorry you had a bad experience. I would write a letter telling about it too. Remember, the squeeky wheel gets the grease! Hope you were able to squeeze some fun out of your trip. :)

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Peggy Sue
02-24-2001, 09:09 PM
Sorry to hear about your bad experience. It is not right to tell any paying guest that a DVC member was above you and that they couldn't do anything about the noise level for you! That's absurd! As others have posted above, I have heard that the noise level in the rooms below the grand villas can get quite loud. Don't know if you were in a ground floor unit or not.

We are DVC members and we typically ask for a top floor room. It's just the two of us and we are quite folks, but we like not having anyone's "feet" above us.

Glad you were able to at least see the resort and enjoy the surroundings..and that you found a great rate and nice place to stay just down the road! However, Disney should have moved you to a quieter location! After all, this is off season, so the resort couldn't have been that full! Was it crowded?

Have a wonderful day!