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3inthefamily
11-27-2011, 08:24 AM
I was wondering what the best way to send a letter is?

We just got back from SSR, our first time there. It was a lovely resort but we had a few too many issues there with the room (dirty bathtub, leaking washing machine that never got fixed despite 2 days of phone calls, etc). Concierge told me to send a letter...but do we do it to DVC or Saratoga Springs or what?

Any suggestions are appreciated!

Deb & Bill
11-27-2011, 09:26 AM
I was wondering what the best way to send a letter is?

We just got back from SSR, our first time there. It was a lovely resort but we had a few too many issues there with the room (dirty bathtub, leaking washing machine that never got fixed despite 2 days of phone calls, etc). Concierge told me to send a letter...but do we do it to DVC or Saratoga Springs or what?

Any suggestions are appreciated!

Did you call maintenance or did you call the front desk with your issue on the washing machine? Hopefully you called maintenance and not the front desk because the "front desk" is just a call center.

Address your concerns to DVC if you stayed on points.

drusba
11-27-2011, 09:43 AM
You can send an email to dvcmembersatisfactionteam@disneyvacationclub.com

disneynutz
11-27-2011, 09:53 AM
I was wondering what the best way to send a letter is?

We just got back from SSR, our first time there. It was a lovely resort but we had a few too many issues there with the room (dirty bathtub, leaking washing machine that never got fixed despite 2 days of phone calls, etc). Concierge told me to send a letter...but do we do it to DVC or Saratoga Springs or what?

Any suggestions are appreciated!

For future reference, you should take these types of problems to the Front Desk Manager while you are there. Don't call, it's to easy to blow you off, you need to get in their face.

Follow up buy contacting the DVC Satisfaction Team.

:earsboy: Bill

3inthefamily
11-27-2011, 10:09 AM
We did call maintenance both times...and I spoke about it to the concierge who suggested writing the letter. I didn't have time to wait and talk to a manager..after spending too much time fixing the whole dining credit issue. Thanks for the info!

Simba's Mom
11-27-2011, 01:18 PM
I was wondering what the best way to send a letter is?

We just got back from SSR, our first time there. It was a lovely resort but we had a few too many issues there with the room (dirty bathtub, leaking washing machine that never got fixed despite 2 days of phone calls, etc). Concierge told me to send a letter...but do we do it to DVC or Saratoga Springs or what?

Any suggestions are appreciated!

Years ago, we sent a letter to both the GM of the resort and the DVC Member Satisfaction team. Interestingly, when we got a call a couple weeks later from the Front desk Manager, it was because DVC had sent a copy of the letter to her. We never got a response from the GM of the resort.

3inthefamily
11-27-2011, 04:14 PM
So what is they typical response for these kind of letters?

Disneypirate85
11-27-2011, 04:47 PM
Regardless of who was called it should have been rectified. Definately Follow up with a letter and and email Members Service's....pirate:

Sammie
11-27-2011, 05:04 PM
Regardless of who was called it should have been rectified. Definately Follow up with a letter and and email Members Service's....pirate:

Yes, but the Call Center is notorious for not passing on messages to the appropriate department, it is nice to let those that don't know that, for future trips.

Sammie
11-27-2011, 05:05 PM
Years ago, we sent a letter to both the GM of the resort and the DVC Member Satisfaction team. Interestingly, when we got a call a couple weeks later from the Front desk Manager, it was because DVC had sent a copy of the letter to her. We never got a response from the GM of the resort.

That is because when you write to a GM, they don't get the letters they are sent to the appropriate department which is Member Satisfaction.

JimMIA
11-27-2011, 07:45 PM
So what is they typical response for these kind of letters?
"Thank you for your comments, we're sorry you were disappointed, we pride ourselves on providing a magical visitor experience, yadda, yadda, yadda. Now go away."

But if they get enough of the same kind of complaint, they might apply some management attention to the deficient area. Or not.

If there was zero maintenance response to the leaky washer for two days, you can bet there are no consequences for zero response...which in turn creates future zero responses.

As others have mentioned, the best thing to do if a problem is not corrected is to talk to the Front Desk Manager...and GET THEIR NAME. The Front Desk Manager can, and should, build a fire under somebody to get a room cleaned, get a washer fixed or replaced, etc.

DVC~OKW~96
11-27-2011, 07:45 PM
I was wondering what the best way to send a letter is?

We just got back from SSR, our first time there. It was a lovely resort but we had a few too many issues there with the room (dirty bathtub, leaking washing machine that never got fixed despite 2 days of phone calls, etc). Concierge told me to send a letter...but do we do it to DVC or Saratoga Springs or what?

Any suggestions are appreciated!

Thank you for taking the time and caring enough to alert management to areas of concern. We all need to share concerns to keep the DVC resorts the wonderful places they are!

3inthefamily
11-30-2011, 04:36 PM
Just a quick update:

Heard from DVC today, they were very nice and gave us back some of the points we spent on the extra room (we had gotten a 2 BR). They were very understanding, as was I ....I know things happen, and was just happy to have my letter acknowledged and be compensated for the time lost trying fix all of the little glitches. I had not asked for any refund in my letter, I just explained the various issues and that we were surprised and disappointed in having to take so much time out of our trip to deal with them.