BLT Complaint help

[Twinprincesses]

I used to work at a hotel and when people would complain after the fact I would feel they were trying to get money back or something for the next visit. You know what, they were not happy unless that is what they received.

If I was you after not receiving the toilet paper I would have walked down and waited until I received the toilet paper in my hand. I know there are reps at Bay Lake in the evenings, so that hotel is not a ghost town. The locks are just the design of the building. I agree strange but c'est la vie. The leak I would have called about and at the same time I was down getting the toilet paper I would have demanded a time it was fixed.

The towel situation, I would have just stopped a housekepper that morning and asked about it.

 

[dvcminnie]

On our last vacation we stayed at SSR and our towel service was left at our door on the 4th day early am which was fine for us not sure how BLT is as we haven't stayed there but if its the same maybe someone took your basket of towels. Either way I would have gone to the front desk in person to make sure everything was corrected to wait until you are gone and then complain is not going to solve your problems and its just going to ruin your vacation. If your trying to be compensated for your bad experience after the fact thats a completely different topic.

 

[quirty30]

I've had issues with my villas on every one of my DVC stays, some minor, some more complicated. At BLT last year, we could not get the A/C to work properly, and a call to maintenance resulted in a technician coming up a while later. It was not immediate, but they did come within a few hours. On other occasions, I have had to call to ask for more toilet paper or towels, and once in a while, I have had to call a second time to ask again. On a solo birthday visit to BWV last October, I got an unrenovated studio that was just kind of gross...bad stains on the furniture & carpet, filthy tile and horrible rust stains in the toilet. And like many BWV rooms, it was a long walk from the lobby. I was really disappointed, and a call to "the front desk" resulted in me being told to come back down to the lobby to change rooms. I traipsed back down to the front desk, only to be told that the person I had talked to was misinformed. There just weren't any other rooms to move me to. They told me to check back 1st thing the next morning. Went out for dinner that night, and came back to find a lovely plate of cupcakes had been left for me for my birthday, along with an apologetic card from the manager. I stopped to see him in the morning, and after spending the night in the room I came to realize it was tolerable as I just wasn't even going to be spending that much time in there during the day (it was one of those rooms that didn't look half as bad at night - lol.) But I had a really nice talk with TJ, the manager, who gave me his business card and insisted that I let him know whenever we were back at BWV again. Just happened to run into him on a subsequent stay and he recognized me and said "hi" and made sure we were happier with our room that time around (we were, as it was a nicely renovated 1 br and everything was crisp and clean and new.) I keep TJ's card in my trip binder just in case. I tell you all this just to confirm what others have said - not every room is always going to be perfect & pristine, but it's up to us to speak up and let someone know; sometimes its a bit inconvenient, but I've found Disney to be very good about compensation when the inconvenience is excessive. I agree that the time to speak up is when you are there. And if it takes a long walk to the lobby, then so be it. At Disney, I've always gotten satisfaction when I've taken the time to graciously express a concern.

 

[KYCruiseCrazy]

Not to ruin this post, but why are there never any photo's about some of these complaints I always hear about? Stains, mold, rust? I've seen a few posted in the past about BLT. Photo's hold so much more then just words. Even video does wonders. Back in 2007 we got a King bedroom at PC and the shower head was covered in green mold We called maintenance front desk and it was never cleaned up. When we showed up at the front desk with photo's on my digital camera the manager made calls and the shower head was replaced.

 

[smjj]

I don't think there are any more complaints about BLT than other resorts.

I also think you're not going to get much of a response out of ANY organization when you call up to talk about problems you did not personally experience but read about online. I don't know too many companies that put much stock in online sources of information, nor in problems the "complainer" (not the right word, but that's probably how MS heard you) didn't actually experience.

No, that is not what I was saying. I adressed and named the websites I got these complaints off of(several). She stated they were aware of these complaints, she also stated many were being over blown and that the valid ones were being taken care of. This is what I reported. The former cast member is the one who stated 'they were told to say whatever was needed to re-assure the quest' , not me. I am just reporting what was told to me by a former and current cast member. As to the BLT complaints, I also disaggree. There seems to be a lot of complaint about it, much more than other resorts. Maybe it is because we are getting ready to stay there but go back and check it out. You will see many and some quite long threads on problems at BLT.....smjj

 

[dvcterry]

I've had issues with my villas on every one of my DVC stays, some minor, some more complicated. At BLT last year, we could not get the A/C to work properly, and a call to maintenance resulted in a technician coming up a while later. It was not immediate, but they did come within a few hours. On other occasions, I have had to call to ask for more toilet paper or towels, and once in a while, I have had to call a second time to ask again. On a solo birthday visit to BWV last October, I got an unrenovated studio that was just kind of gross...bad stains on the furniture & carpet, filthy tile and horrible rust stains in the toilet. And like many BWV rooms, it was a long walk from the lobby. I was really disappointed, and a call to "the front desk" resulted in me being told to come back down to the lobby to change rooms. I traipsed back down to the front desk, only to be told that the person I had talked to was misinformed. There just weren't any other rooms to move me to. They told me to check back 1st thing the next morning. Went out for dinner that night, and came back to find a lovely plate of cupcakes had been left for me for my birthday, along with an apologetic card from the manager. I stopped to see him in the morning, and after spending the night in the room I came to realize it was tolerable as I just wasn't even going to be spending that much time in there during the day (it was one of those rooms that didn't look half as bad at night - lol.) But I had a really nice talk with TJ, the manager, who gave me his business card and insisted that I let him know whenever we were back at BWV again. Just happened to run into him on a subsequent stay and he recognized me and said "hi" and made sure we were happier with our room that time around (we were, as it was a nicely renovated 1 br and everything was crisp and clean and new.) I keep TJ's card in my trip binder just in case. I tell you all this just to confirm what others have said - not every room is always going to be perfect & pristine, but it's up to us to speak up and let someone know; sometimes its a bit inconvenient, but I've found Disney to be very good about compensation when the inconvenience is excessive. I agree that the time to speak up is when you are there. And if it takes a long walk to the lobby, then so be it. At Disney, I've always gotten satisfaction when I've taken the time to graciously express a concern.

"wow" that was a magical complaint~you got a plate of cupcakes!

In regards to the original post though & I certainly don't like to complain but I would have politely gone down to get toilet paper-no biggee. But I am still excited about those cupcakes for you! Wowweee!!!!

 

[cutakenta]

I think because of the views more people are in and out. Also many do not close the balcony door behind them when they are on the balcony, they leave it open.

I think you are right. I just didn't want to make anyone mad. I for one am guilty of the in and out thing.

 

[LimoFam5]

The difference is you did this while there, once you leave you lose your chance to get any redemption.

Once you leave you are not going to be able to talk to resort management.

You can not call the resorts directly all calls go the Disney call center.

Yes it is true most of my complaining was done while I was there. The points refund was not final until after I returned home from vacation. I spoke with member services and they directed me to resort managment and said they would be the only people able to authorize the refund of that GREAT # of a points refund. I guess every situation is different.

 

[quirty30]

"wow" that was a magical complaint~you got a plate of cupcakes!

In regards to the original post though & I certainly don't like to complain but I would have politely gone down to get toilet paper-no biggee. But I am still excited about those cupcakes for you! Wowweee!!!!

I'm sure it didn't cost them much but it made my birthday. And they changed my outlook. I was able to look past the icky room and thoroughly enjoy my weekend!

 

[anna08]

I have learned a long time ago to put the Do Not Disturb sign on my door the night before my check out day. If it is there, they generally do not knock.

I cannot blame them. If there is nothing on the door, they may think the people checked out already. There have been times because of flights or work schedules that I left early on check-out day.

So hang the sign and hope for the best the next time you go...

I have ONLY had this issue when staying in the DVC villas and it drives me nuts. I have traveled extensively and have never had this happen to me in any other hotel/timeshare I have stayed in. I find it completely unreasonable that mousekeeping doesn't know who has and hasn't checked out of rooms yet. Even cheap hotels get this done right. It's not that hard.

 

[cutakenta]

I have ONLY had this issue when staying in the DVC villas and it drives me nuts. I have traveled extensively and have never had this happen to me in any other hotel/timeshare I have stayed in. I find it completely unreasonable that mousekeeping doesn't know who has and hasn't checked out of rooms yet. Even cheap hotels get this done right. It's not that hard.

Mousekeeping is under pressure to flip the rooms. Many people try to check in early. I have seen it many times at AKL. They wait in the lobby and keep checking at the desk. I usually stay until 11AM and we try to clean up before we leave. I too put the tag on the door.

 

[Sammie]

It helps also if members will call Housekeeping just as they go out the door.

 

[McCrae]

I am currently staying at BLT and have found house keeping to be very responsive to calls.

Had a couple of small issues when we checked in, blankets missing for the Sofa bed and when we called house keeping they came straight away.

Our air conditioner had a small leak they came and fiixed it within 30 mins from our call.

Overall so far i have been very happy with the sevice we received.

Can though fully understand your frustration if it didnt work well for you.

 

[Sammie]

I am currently staying at BLT and have found house keeping to be very responsive to calls.

Had a couple of small issues when we checked in, blankets missing for the Sofa bed and when we called house keeping they came straight away.

Our air conditioner had a small leak they came and fiixed it within 30 mins from our call.

Overall so far i have been very happy with the sevice we received.

Can though fully understand your frustration if it didnt work well for you.

There just doesn't seem to be any consistency anymore, it really is hit or miss.

 

[lmshaggard]

I am baffled how people can not speak up or write ...
regardless of how you stay DVC member or renting points..YOU ARE A PAYING CUSTOMER!!
I am not the bad guy here....

We have had worse experiences, but never at BLT - in fact, our stays there have always been perfect. At SSR, we are on a 1st name basis with the GM and her assistant because of the problems we have had. We have always worked through them while on property though. Immediately, in fact, even if it has put a kink in our plans. We only own 260 pts - sounds like you own around 1000 with what you are paying it maintenance fees - I would contact your guide to help you - ours has been a great help when we have had issues.

 

[lilpooh108]

We have had worse experiences, but never at BLT - in fact, our stays there have always been perfect. At SSR, we are on a 1st name basis with the GM and her assistant because of the problems we have had. We have always worked through them while on property though. Immediately, in fact, even if it has put a kink in our plans. We only own 260 pts - sounds like you own around 1000 with what you are paying it maintenance fees - I would contact your guide to help you - ours has been a great help when we have had issues.

How has your guide helped you with issues? Just curious.

 

[walkdmc]

I am currently staying at BLT and have found house keeping to be very responsive to calls.

Had a couple of small issues when we checked in, blankets missing for the Sofa bed and when we called house keeping they came straight away.

Our air conditioner had a small leak they came and fiixed it within 30 mins from our call.

Overall so far i have been very happy with the sevice we received.

Can though fully understand your frustration if it didnt work well for you.

McCrae, are you staying on points, or cash? I'm a new DVC owner but haven't stayed on points yet. I'm hoping the DVC resorts are as responsive to those staying on points as they are cash customers.

BTW, we payed cash for a recent BLT stay. We had small issues as well as a big issue regarding our view. All issues were resolved quickly. We were moved to an actual "Lake View", our bathroom door was put back on track after finding it unable to be closed (really housekeeping, you didn't realize the door was stuck open and off it's track when you flipped the room?) All issues were addressed the day we notified maintenance. I would call maintenance and housekeeping very responsive at BLT, based on our recent stay. I'm a little nervous about how we will be treated as DVC members.

 

[mousermerf]

Contrary to popular belief, you can call resorts.

Contemporary, 407-824-1000. Fax - 407-824-3539

 

[TisBit]

I have ONLY had this issue when staying in the DVC villas and it drives me nuts. I have traveled extensively and have never had this happen to me in any other hotel/timeshare I have stayed in. I find it completely unreasonable that mousekeeping doesn't know who has and hasn't checked out of rooms yet. Even cheap hotels get this done right. It's not that hard.

There have been a LOT of complaints in the past about rooms not being ready until well past check in. I think that has put pressure on the resorts to flip the rooms in a more timely manner. Not having to physically check out of a room also puts them in a bad spot, because they don't know who has left and who hasn't. I have experienced this in numerous places outside of Disney.

McCrae, are you staying on points, or cash? I'm a new DVC owner but haven't stayed on points yet. I'm hoping the DVC resorts are as responsive to those staying on points as they are cash customers.

I don't think you will notice any difference if you are cash or points customer while there. Disney always seems to be pretty responsive and truthfully it sounds like the OP didn't even report some of the problems in order to let Disney fix them, but rather fixed them himself and just wants to complain about them now.

 

[Tara]

McCrae, are you staying on points, or cash? I'm a new DVC owner but haven't stayed on points yet. I'm hoping the DVC resorts are as responsive to those staying on points as they are cash customers.

BTW, we payed cash for a recent BLT stay. We had small issues as well as a big issue regarding our view. All issues were resolved quickly. We were moved to an actual "Lake View", our bathroom door was put back on track after finding it unable to be closed (really housekeeping, you didn't realize the door was stuck open and off it's track when you flipped the room?) All issues were addressed the day we notified maintenance. I would call maintenance and housekeeping very responsive at BLT, based on our recent stay. I'm a little nervous about how we will be treated as DVC members.

We had an issue with a broken door during our points stay in November. The slider on the 2nd bedroom bathroom was broken - the door was literally ripped off the hardware that was still attached to the track. We called maintenance and they fixed it while we were out - it was all done when we came back later that day. Easy peasy.