How to voice a complaint/concern

Discussion in 'DVC-Mousecellaneous' started by 3inthefamily, Nov 27, 2011.

  1. 3inthefamily

    3inthefamily Mouseketeer

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    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!
     
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  3. Deb & Bill

    Deb & Bill DVC-Trivia Contest, Apr-2006: Honorable Mention

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    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.
     
  4. drusba

    drusba <a href="http://www.wdwinfo.com/dis-sponsor/index.

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  5. disneynutz

    disneynutz DIS Veteran DIS Lifetime Sponsor

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    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
     
  6. 3inthefamily

    3inthefamily Mouseketeer

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    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!
     
  7. Simba's Mom

    Simba's Mom <font color=green>everything went to "H*** in a ha

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    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.
     
  8. 3inthefamily

    3inthefamily Mouseketeer

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    So what is they typical response for these kind of letters?
     
  9. Disneypirate85

    Disneypirate85 DIS Veteran

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    Regardless of who was called it should have been rectified. Definately Follow up with a letter and and email Members Service's....pirate:
     
  10. Sammie

    Sammie DIS Veteran

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    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.
     
  11. Sammie

    Sammie DIS Veteran

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    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.
     
  12. JimMIA

    JimMIA A little Miami humor...

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    "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.
     
  13. DVC~OKW~96

    DVC~OKW~96 <font color=green>I'm not big on gold as a color.

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    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!
     
  14. 3inthefamily

    3inthefamily Mouseketeer

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    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.
     

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