At VGF now. Big Pine Key bathroom flooded while we slept

[MICKIMINI]

They moved us to Boca Chica resort view. The manager that ultimately got the room switch (after being blown off at 4am) the switch happened around 6?
The manager that switched us asked when we were leaving the new room so they could “check things and make things right for us.” We just got back and nothing ha!

I wonder how the point refund will happen. OTU points? The points used for this trip are past banking now. I also wonder how many times I will have to call to get them.

You should have a CM with a phone number to call if things don't go as planned. Insist on it. We got home to a formal letter of apology with the offer for three nights. We ended up in a 2 BR Theme Park View at BLT.

 

[nuhusky123]

I’d ask for a cash credit instead of points. Couple trips back I checked into boardwalk and found the floor really dirty. Food crumbs, hairs etc all over the place. Usually I ignore that stuff but this floor looked like it hadn’t been cleaned at all

As fate would have it I had just gotten the typical general manager survey link for my stay. I filled that out and explained my situation expecting nothing to happen next.

But twenty minutes later front desk called and apologized profusely. I just asked if they could give the room a good vacuum. On their own accord they gave me a cash credit equivalent to the points I spent for one night, a box of chocolate and board walk tote bag.

They also sent a cleaning crew and mopped the floor to a spotless shine. Same staff member who called me first time called me back and asked if the floor was clean.

I found how Disney handled things above and beyond.

To go back to original point ask for cash credit to your stay account. Makes buying dinner a little less painful

 

[Cfabar1]

It seems to me Disney made this right... not sure how this story implies disney doesn't care about DVC owners...

 

[McCrae]

Disney already has DVCs money and they tend to treat them worse now than in the past, when they actually cared. They don't give a crap now days.

My experiences are very different to what you described.

 

[KPeterso]

I wonder how the point refund will happen. OTU points? The points used for this trip are past banking now. I also wonder how many times I will have to call to get them.

I had an issue on my September trip and was issued my points back. They came back as regular points to the home resort/contract each came from. I am not quite sure how quick they came back but was told to check in about 7-10 days. Since we got Covid right after we got home, I did not look for about 2 weeks. I was also past the banking deadline, but I got on the chat and asked for them to be banked as the issue was not my fault and I did not ask for the points to be returned. But I certainly did not want to lose the points. I think I have 5 that were previously banked that I will end up losing and I can live with that.

 

[disneyfan123]

We had an issues on our last trip in January, our 2bd at VGF had an engineering issue and was unavailable. Disney moved us to a cabin at CCV, gave us a $300 resort credit and 2 free nights in a 2bd for a later visit. IME, Disney still knows how to take care of their own.

 

[TinkB278]

And this is why I don’t like my kids taking baths in hotels…

 

[LoveMugsNPins]

OP here. I tried to stop thinking about it during my trip since this happened night one of 6 nights (3 at GF the next 3 at BR) Nothing happened. The manager said to text him when we left for the day "so he could make it right" and we got nothing. Honestly I was expecting a gift basket of those bagged snacks and a stuffed animal. You know, something that would be an effort (but still suck) I never heard from him again and the points have not been refunded yet.

I want to email whoever about this but don't even know where to start. Anyone know how to find email addresses that might make a difference? at GF and/or DVC?

 

[LoveMugsNPins]

And this is why I don’t like my kids taking baths in hotels…

You know what? about 6 years ago my daughter and I stayed at GF resort in the BOca Chica building and our tub was disgusting. I filled it for her and when I went back in to turn the water off and put her in the tub was full of whiskers. Stubby whiskers had come up from the drain. I also told them at the front desk and they did nothing.

So yeah, never take a bath in a hotel.

ETA. also ground floor. Aug 2018 was Boca Chica building this time Nov 2024 was Big Pine Key

 

[hcortesis]

OP here. I tried to stop thinking about it during my trip since this happened night one of 6 nights (3 at GF the next 3 at BR) Nothing happened. The manager said to text him when we left for the day "so he could make it right" and we got nothing. Honestly I was expecting a gift basket of those bagged snacks and a stuffed animal. You know, something that would be an effort (but still suck) I never heard from him again and the points have not been refunded yet.

I want to email whoever about this but don't even know where to start. Anyone know how to find email addresses that might make a difference? at GF and/or DVC?

That's too bad. I hope you find a senior manager who sympathizes with you and can offer you some kind of a "I'm sorry this happened to you and here is something to say we are truly sorry".

 

[Willow Ufgood]

OP here. I tried to stop thinking about it during my trip since this happened night one of 6 nights (3 at GF the next 3 at BR) Nothing happened. The manager said to text him when we left for the day "so he could make it right" and we got nothing. Honestly I was expecting a gift basket of those bagged snacks and a stuffed animal. You know, something that would be an effort (but still suck) I never heard from him again and the points have not been refunded yet.

I want to email whoever about this but don't even know where to start. Anyone know how to find email addresses that might make a difference? at GF and/or DVC?

So sorry that your issue was not handled in a more professional manner. I hope that you got the name of the manager you dealt with.

Try emailing DVC member satisfaction at dvcmembersatisfactionteam@disneyvacationclub.com

Also, wdw.guest.communications@disneyworld.com

 

[TinkB278]

I’m sorry this happened. I haven’t been able to stop thinking about what happened to you since I read your post a few days ago and was planning to spend a few nights in BPK in April but am really having second thoughts now. I think you are correct to expect them to make some sort of gesture to make things right.

 

[LoveMugsNPins]

I’m sorry this happened. I haven’t been able to stop thinking about what happened to you since I read your post a few days ago and was planning to spend a few nights in BPK in April but am really having second thoughts now. I think you are correct to expect them to make some sort of gesture to make things right.

I would say just try to avoid ground floor. Of course I have VGF points so will stress about this every time I stay there. I will be fighting to stay off the ground floor though!

 

[Mle8308]

And this is why I don’t like my kids taking baths in hotels…

Never use a hotel bath tub unless you clean it yourself. I worked in the hotel industry for many years, at 4.5 star plus properties, and I would NEVER use a tub to bathe.

 

[SL6827]

Ground floor is always my preference. But if we were to ever stay here, I will remember not to request such.

 

[LoveMugsNPins]

"Thank you for your verifying your Membership and for your continued patience while we review your correspondence.

I received a response from the Leadership Team at The Villas at Disney's Grand Floridian Resort & Spa and welcome to share that 22 Vacation Points will be returned to your Membership xxx. You can expect to see this transaction reflected on the Member website by the end of the week.

Should you have any questions or concerns regarding the 22 Vacation Points that were returned to your Membership, or need assistance using them for a future visit, we invite you to contact Member Services at 800-800-9800. Vacation Advisors are available to assist you Monday through Friday from 9:00 a.m. to 9:00 p.m. and on weekends from 9:00 a.m. to 7:00 p.m. ET.

Thank you again, xxx, for contacting us.

Please know that you will receive a survey invitation in the next 24 hours regarding the service I have provided you today and I would value your feedback.

We hope to welcome you back to your home away from home again soon."


We are getting our points refunded for the night of the sewage leak. This is the response email I received yesterday. This is the full and complete email response. I changed my name and member number to xxx, they did have that filled in.

The only prior email I got was asking for my member number.

Does anyone notice anything about this?


ETA: the points are in my account now. March points. Banking window closed Oct 31 and our next trip is this April. Of course. I am going to call tomorrow morning and ask them to bank them.

 

[CarolynFH]

Does anyone notice anything about this?

No apology whatsoever, no acknowledgement of the difficulties y'all experienced. Disappointing!

 

[snacks]

No apology whatsoever, no acknowledgement of the difficulties y'all experienced. Disappointing!

but don't forget to take that survey and give us all fives

 

[Best Aunt]

No apology whatsoever, no acknowledgement of the difficulties y'all experienced. Disappointing!

I thought that was always how Disney correspondence is - never acknowledgement that an issue is or might be their fault.

Never "We're sorry that xxx happened."

Sometimes something like "We're sorry that you felt inconvenienced."

 

[Sandisw]

I thought that was always how Disney correspondence is - never acknowledgement that an issue is or might be their fault.

Never "We're sorry that xxx happened."

Sometimes something like "We're sorry that you felt inconvenienced."

I think you are correct in that email communication with guests is very boilerplate and my guess is that is why the whole survey info is there too…it’s a standard cute and paste email.