BLT Complaint help

[Tara]

Other than location, BLT does not impress. I get the feeling like DVC thinks we should feel lucky that we get to stay there or something. Cramped rooms, cheap furniture, no presence, no flair. Just a cold concrete building. Wasn't impressed.

To each their own. I think it's the most stylish resort on property - no tacky florals; crisp, white bed linens; really cool Disney-themed art. I also think it has the best kitchens for flow and having more than one person using the kitchen, a terrific pool slide, and great access to lots of dining and recreation. Maybe you stayed in a studio- the BLT 1br and 2br units are some of the largest on property (after OKW and virtually tied with AKV Kidani).

 

[PoohNFriends]

Here are my rules to complaint resolution that work in any situation.


If you call anyone with an important complaint the first rule is to be polite and allow that anyone or any company can make a mistake. People are more naturally inclined to help someone who is nice and forgiving and less likely if they think they are being attacked. Flies with honey and all that.

This is key! If I have an unhappy patient/complaint I am definitely more repsonsive to those that are polite about it vs. someone who is attacking or demanding. Hence when I am a customer/patient/guest I am very patient with issues until I do not get a response then I become more firm but still do not attack.
Not saying the OP is attacking or out-of-line for making the complaint. Just a general reminder that being specific and polite will go much further than a generic complaint or attacking the employee.

 

[lmshaggard]

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

We spoke with our guide and then emailed her a list of our concerns. She expedited them on her end while we worked on our end to get them all resolved. She was excellent about making sure that everyone that needed to be involved was and that we were taken care of properly.

 

[WDWLVR]

We've stayed at BLT twice now (home is BWV) once in a studio (Nov '09) and then in a one bedroom (July '10). Studios are not my first choice but we enjoyed our Magic Kingdom view studio (just two adults) and had no issues with anything. On our one bedroom trip we did have a problem with the room keys/door lock but it got handled pretty efficiently. I agree with all the others that if you have a problem address it then and there. When we had first checked in our room wasn't ready so we went and did a few other things like DTD and taking care of our car. We then went to the lobby of BLT and settled in with our books to read until we got the text our room was ready (this was about 3pm). One of the castmembers asked if we were waiting for someone and when I stated we were waiting for our room she asked for our KTTW card and said she would see what she could do. She came back not two minutes later with a room for us which fit what we had asked for (1-bedroom, bay lake view, upper floor). When we had the problem with the door lock and had called and didn't get a response in 45 minutes I took a walk back down to the lobby and asked if she could help again. She called and found out maintence was on the way. I would have given them more time but we were getting close to our ADR over at the Grand Floridian. She and the maintenance man were both very helpful and the issue seemed to be resolved. When we got back my DH's KTTW card still wasn't working the lock though mine was. Again a quick trip down to the front desk and he got a new key and we were good.

I like the decor of the resort and would rank it second among all we've stayed at (we've stayed at all DVC's except AKV and SSR). It might not be right for everyone but that's the wonderful thing about DVC is that there is something for everyone.

 

[TisBit]

I think that all of us hope not have nothing to complain about but I think most realist that things happen and will work with the resort to resolved issues whenever possible. I will say that as a rule, DVC does a good job with such issues, however, I find other timeshares generally do an even better one in most situations.

I also don't see common maintenance issues as "complaints"....I call to inform someone that there is an issue. I feel that I am "complaining" when I am not being given what I should get. So in the OP's post the TP and T&T services are valid complaints and could have been easily been avoided by DVC. On the other hand, the leaking faucet and air conditioner is just helping to keep the villa's in good shape and are not something that could have been foreseen by DVC in any reasonable fashion.

 

[smjj]

Other than location, BLT does not impress. I get the feeling like DVC thinks we should feel lucky that we get to stay there or something. Cramped rooms, cheap furniture, no presence, no flair. Just a cold concrete building. Wasn't impressed.

I do not own there but will be staying there for the second time this Oct. To each their own I guess. Not our cup of tea either but certainly not the way you discribe by any means but as I mentioned to each their own. That is why it is different. Different people like different styles and you need to cater to all...smjj

 

[UConnJack]

To each their own. I think it's the most stylish resort on property - no tacky florals; crisp, white bed linens; really cool Disney-themed art. I also think it has the best kitchens for flow and having more than one person using the kitchen, a terrific pool slide, and great access to lots of dining and recreation. Maybe you stayed in a studio- the BLT 1br and 2br units are some of the largest on property (after OKW and virtually tied with AKV Kidani).

I guess maybe I had built up my expectations too high, I was really looking forward to staying there. Don't get me wrong, I enjoyed my stay, I was just underwhelmed and didn't feel like I was at Disney (until I walked outside staring at the MK, of course.) And yes, I was in a studio. Maybe the 1 and 2br are a different story, but still, it was disappointing to be so cramped and the room so poorly designed.

 

[floridaminnie]

I stayed at BLT a little under a yr ago. Stayed in a studio with DD. I left my room key in my room with id and everything. Not sure how I did that, but it must have been a very blond moment. I was mad at myself b/c I thought I was going to have to admit my mistake and I had to trek back to the front desk. I stopped downstairs at BLT to ask the easiest way to make it back to the front desk. They asked why and after my explanation, they said someone would meet me at my room to open it. He was there within a couple of minutes. After I thanked him, he said it was no problem. Apparently there are more blonds than just me. Everyone was very nice and helpful. The only thing I wish the room had was a ceiling fan!

 

[dianeschlicht]

We've stayed at BLT twice now (home is BWV) once in a studio (Nov '09) and then in a one bedroom (July '10). Studios are not my first choice but we enjoyed our Magic Kingdom view studio (just two adults) and had no issues with anything. On our one bedroom trip we did have a problem with the room keys/door lock but it got handled pretty efficiently. I agree with all the others that if you have a problem address it then and there. When we had first checked in our room wasn't ready so we went and did a few other things like DTD and taking care of our car. We then went to the lobby of BLT and settled in with our books to read until we got the text our room was ready (this was about 3pm). One of the castmembers asked if we were waiting for someone and when I stated we were waiting for our room she asked for our KTTW card and said she would see what she could do. She came back not two minutes later with a room for us which fit what we had asked for (1-bedroom, bay lake view, upper floor). When we had the problem with the door lock and had called and didn't get a response in 45 minutes I took a walk back down to the lobby and asked if she could help again. She called and found out maintence was on the way. I would have given them more time but we were getting close to our ADR over at the Grand Floridian. She and the maintenance man were both very helpful and the issue seemed to be resolved. When we got back my DH's KTTW card still wasn't working the lock though mine was. Again a quick trip down to the front desk and he got a new key and we were good.
QUOTE]

Your example proves how positive attitude helps in any even slightly negative situation.

 

[cseca]

I guess maybe I had built up my expectations too high, I was really looking forward to staying there. Don't get me wrong, I enjoyed my stay, I was just underwhelmed and didn't feel like I was at Disney (until I walked outside staring at the MK, of course.) And yes, I was in a studio. Maybe the 1 and 2br are a different story, but still, it was disappointing to be so cramped and the room so poorly designed.

I am a BLT owner and I felt the same way with their studio. Cramped, the room didn't feel like it flows properly for us. But the location can't be beat. So even if my heart still belongs to my first 2 home resorts, I will continue to stay in BLT because of DD. Love the fact that we don't have to fold up the stroller between the resort and MK

You might be right, that the 1br or 2br might be different. I'll tell you about it when we stay in a 1br this coming January

 

[FCCA]

No doubt staying in s studio can be a little cramped, especially once the couch is opened up. We recently returned from a trip in which we stayed in a studio the first week, then a one bedroom the second. I can assure you, we will always book a one bedroom from now on.

 

[Greysword]

First, I'll start my response by adding something constructive. The Trash and Towel service on the 4th day is a guideline; however, you can call Mousekeeping and set it for any day within your stay. We usually reset it to the mid-point, depending on how long we are staying. It doesn't have to be on the 4th day.

To the OP, I agree with Dean that most of your concerns are minor in nature. The main concern I had was the shower leaking, but if it was one of the showerheads on the ceiling, then this issue has been well documented on the boards as well. In fact, most of the mechanical issues with BLT have been discussed extensively, and I encourage everyone who is planning a stay at BLT to research the known issues (bathroom door locks, bathroom door spacing while closed, leaking showerheads on the ceiling, air condtioner, wear on the furniture, etc). DIS members have posted solutions to these problems if one is available. As for small stuff (TP, coffee, dishwasher/laundry soap, towels, dishes/silverware, etc), I recommend making a mental inventory on arrival, make sure things are clean, and report any missing items immediately to housekeeping. If visiting a park, go have fun and check upon returning. If no resolution, go find the stuff. Keep in mind that you only get a small amount of each, so if you use your coffee packet, don't expect more.

The biggest concern I have in the initial post is the rant about how much money the OP paid in dues and such, which is commented on fairly frequently (mostly by reporting an unruly member that isn't on the DIS). I believe that this argument cheapens a person's position instead of strengthening it, especially since most of us are members and pay the same dues each year and made many trips over the years. To be honest, how much you spent on dues is irrelevent to the issues at hand, unless the argument is that a member that spends more on monthly dues should have better service than another. The issues would hold the same merit if the points spent on the room was by a small contract holder banking and borrowing as it would over a member that has 2000 points and makes 10 trips each year.

Plus, I believe it has been well argued that the actual cost of a room over the course of your contract (with annual dues included) is equal to or a little less than the cost of a value resort.

In all, I personally refuse a lack of toilet paper or coffee to get me so upset that I'll have a bad time or get an ulcer. I would have likely reported the showerhead issue or an A/C issue on the morning of the first park day and indicated that I'd want it fixed upon return in the afternoon. However, I expect certain issues with BLT, as I have read about them on these boards and know what to expect.

Just my two cents.

 

[smjj]

The Trash and Towel service on the 4th day is a guideline; however, you can call Mousekeeping and set it for any day within your stay. We usually reset it to the mid-point, depending on how long we are staying. It doesn't have to be on the 4th day.

I aggreed with all in your post but this. I believe they are suppose to change out the towels on the 4th day, not a guideline....smjj

 

[gmboy95]

i wanna know who the brain surgeon was that created the bathrooms in BLT....nothing like having to leave the bathroom to wash your hands....i really love it when I close the bathroom door, and bounces back open!!!

 

[Sandisw]

I aggreed with all in your post but this. I believe they are suppose to change out the towels on the 4th day, not a guideline....smjj

I think what the poster was referring to is that you can have the day changed if you want, not that they don't have to do it.

For example, if you stayed 4 nights and were going to be getting T & T on the day before you leave, you could ask to have it done earlier than that so that it falls closer to the middle of your stay and not at the end.

But, yes, someone should get it on day 4, at the latest. If it doesn't happen, then a call to mousekeeping was certainly in order. If it didn't happen within a reasonable amount of time, I personally would place another call or go to the front desk and mention that it was an issue.

We just returned from BLT and many of the problems the OP experienced during the visit, were not part of ours. We did have an issue that was quickly addressed with a call to the front desk.

Unfortunately, the OP didn't have the same level of service that I received which is too bad as it leaves someone with a sour taste about the resort in general.

 

[smjj]

i wanna know who the brain surgeon was that created the bathrooms in BLT....nothing like having to leave the bathroom to wash your hands....i really love it when I close the bathroom door, and bounces back open!!!

I think that is the problem, a brain surgeon and not and architech(sp) designed it.smjj

 

[lugnut33]

We need Sharpes84 to come back and update this thread because he he lodged a complaint with the Member Satisfaction Team I'm pretty sure he got a phone call.

I remember one time reading a post on the Dis about the removal of bench seats from Epcot and how people needed the seats to rest. So I fired off an e-mail to Disney and a couple of days later I got a phone call!!! EEEEEKKK, I wasn't expecting that and frankly didn't really know what to say because he was asking which benches had been removed. LOL, I really had sent the e-mail in solidarity of those who needed and wanted the benches.

 

[Greysword]

Yep, we are able to call and get the TT day shifted.

 

[MIDisFan]

6]WE NEVER GOT TRASH OR CLEAN TOWELS OR LINENS.
we had to either take from the lady's housekeeping cart or bring up tons from the pool.The housekeeper said "I don't understand"...."I only do what is on my list"
My wife had to use our own trash bags and accumulate the trash and put outside the door and the towels we put the dirty ones in a bag and left outside the door too.
This looked so ghetto in an upscale hotel but we had no other options.

6 nights!!!AND ZERO!!!! hospitality!!...I know after 4 they do something but they did nothing!!This was our vacation and my wife is like a mental midget trying to do their job!!!!

The money we spend and will spend we deserve better and something to be done because honestly we will never DO BLT AGAIN!!!!A WASTE!!! All Star resorts treated us better!!!

I agree that the maintenance issues that you addressed are unacceptable but as pp have stated, should have been addressed while you were there.

I don't understand what you did for the first 4 nights if you needed to take a "ton" of towels for the last 2 nights?

In our experience, on the 4th day the housekeepers basically restock us and take our old towels. Why was your wife like a mental midget trying to do the housekeepers job?

Wasn't there extra garbage bags in the bottom of the trash can when you removed the used one? That has always been our experience at DVC resorts. I don't know why they would lock out the trash and recycle rooms at BLT. In fact, why would they even need locks on the doors?

When you stayed at the All Stars you received dailey housekeeping unlike your DVC stay. It sounds to me like that was your biggest complaint. I