BLT Complaint help

[simmons_m]

Our experience, other than the view, was very good at BLT in march of this year. We look forward to staying there again in the future.

 

[bobbiwoz]

I am sorry that you waited until you came home to address some of the problems. We stayed at BLT in January. I totally understand and sympathize with you about the toilet tissue. We had to call a few times and when it was brought, 1 roll was brought. This was for a 2 bedroom with 3 bathrooms, well, we called again. On our 4th day, our towels were brought into the room and dumped on the kitchen table. We thought that was unacceptable. I think my DH actually called DVC, member servces to find out what to do. Eventually he talked to a manager and on the next day, we got a trash and towel service again, and, it was done properly.

I also wrote to the member satisfaction team when we got home and I got a few points returned to my account because we did not have the lake view we paid for.

We did spend time on housekeeping/maintenance issues at BLT, (dishwasher had some sort of delayed timer, and the maintenance person tried to explain fix it, but 12 hours later, dishwasher still had not started) somehow we did figure out what to do. There were other issues, but none of us came away feeling as frustrated as you are. I'm sorry.

 

[palhockeymomof2]

I'm sorry you had problems with your stay but agree with others...it's much easier to address those problems and have the fixed when you are at disney......I've had problems with our room on one trip over the years and they where taken care of when i went to the front desk...I understand it's a pain to take time out from your vacation to do so but it's probably going to get you the best results..

 

[mjy]

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...

 

[castleri]

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....

I have found that making certain I call either the housekeeping or maintenance number listed on the phone list has gotten excellent results. If you call the main desk you may get a call center that is not really at the resert and the message doesn't seem to get relayed the way it should. As others have said going to the front desk while you are there is the best bet if phone calls don't work. It is certainly within your rights to complain but I would rather have the problems addressed while I am there not after the fact even if it takes a few minutes of my vacation time to stop at the desk or make a call. Being DVC members has made it so that those few minutes aren't as important as they were when we did everything commando syle feeling we needed to do everything every trip. At the very least I would stop by the front desk and report problems before I left so that hopefully things like the shower leaking would be corrected before the next guest is put in that room. Hope you have better trips in the future.

 

[LimoFam5]

You need to contact the resort directly and direct your complaints to managment. Be firm and be very detailed, dates, times, room #. Tell them about you whole overall experience. We had a nightmare of a stay at Kidani in October 09, I spoke to resort manager while we were there several time and said this is NOT what I pay for. To make a VERY long story short we ended up with a $800.00 resort credit and 107 vacation points back in our account which was just all points we used minus one night for this vacation.
Call and be heard. Dont settle for anything less then points back!

 

[Sammie]

You need to contact the resort directly and direct your complaints to managment. Be firm and be very detailed, dates, times, room #. Tell them about you whole overall experience. We had a nightmare of a stay at Kidani in October 09, I spoke to resort manager while we were there several time and said this is NOT what I pay for. To make a VERY long story short we ended up with a $800.00 resort credit and 107 vacation points back in our account which was just all points we used minus one night for this vacation.
Call and be heard. Dont settle for anything less then points back!

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.

 

[sharpes84]

other than the email that anyone can use is there a MANAGERS email or any higher ups?

 

[Sammie]

other than the email that anyone can use is there a MANAGERS email or any higher ups?

Nope, sorry. Once you leave, your only contact is going to be Member Services Satisfaction Team.

Hopefully they will call you back. It is has been hit or miss on that when I have emailed.

 

[palhockeymomof2]

Not quite sure why your not happy with info others have given you...I'd try the email provided...the time to speak with a manager was when you were at BLT and the issues could have been taken care of

 

[Deb & Bill]

You need to make it clear that you did not get clean towels on DAY 4, not Day 5 or after your fourth night. Check in day is Day 1; on Day 4 you get clean towels.

But they don't make beds, they don't vacuum, they don't run the dishwasher, etc.

Check your confirmation sheet because that will list your service days on it and what kind of service you will be getting.

Next time you have a problem like this, hit the Housekeeping button on the phone and talk to the supervisor there. Or hit the Maintenance button on the phone and talk to that supervisor or work order dispatcher. If you try to talk to the housekeeper in the hallway, they may or may not understand you. Many of them do not have English as their main language and have difficulty talking with you.

And if the phone call doesn't work (it's always worked for me), go to the front desk where you checked in and ask to speak to the supervisor. BLT is just a part of the Contemporary Resort and not a stand alone resort like OKW or SSR.

 

[cutakenta]

The A/C vent leaking is always going to happen. One word "Condensation" The humidity here in Florida is high. Just opening the balcony's slider a few time allows the wet air to rush into the room. It does seem to be worse at BLT for some reason.

I just got back today and the vents were always wet during the day.

 

[Sammie]

The A/C vent leaking is always going to happen. One word "Condensation" The humidity here in Florida is high. Just opening the balcony's slider a few time allows the wet air to rush into the room. It does seem to be worse at BLT for some reason.

I just got back today and the vents were always wet during the day.

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.

 

[PKWallaby]

speak up when you are there! I am sorry you did not have a magical time at BLT but given how frustrating these issues were, and the fact they continue to bother you even after you are home, I really think you would have found some sort of satisfaction speaking to a manager when you were there.

Case in point: prior to rehab, we were in a one-bedroom at BWV when we also failed to receive trash and towel on day 4, and had issues in the bathroom (shower head/handle leaking, running toilet and paint peeling/bubbling in the ceiling over the shower). I went to the front desk and asked to speak with a manager. A very friendly conversation followed (much of it about the upcoming rehab) wherein he assured me the trash/towel issue would be handled, asked if we wanted to be moved due to the bathroom problems (we did not, just wanted someone to address the leaks) and offered to cover a dinner out for our family of 4 (said to charge to the room, they would handle in full, but no alcohol ). He gave me his card, spoke with the front desk while I was still there to make the note about crediting our dinner and even called the room later that night to make sure everything was handled to our satisfaction.

Sorry to drag this out, but had I said nothing, the next person would have had to deal with the bathroom issues. Had I said nothing, it might have bugged me to the point of mentioning it on the boards when we got home. Had I said nothing, I would not have met a super nice person who truly seemed to care that our stay was magical and did what he could to prove it.

Please don't take the above as bashing or pointing fingers. Do send an e-mail or try to speak with someone now. You are correct that DVC members do have a lot of money invested and deserve to be treated fairly. Good luck and let us know what happens.

 

[bumbershoot]

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....

No one has said to NOT speak up. They *have* said that the best time to speak up was while you were there.

I may handle this differently then some of you but no one here can tell me that for the money we spend with DVC,FOOD,TICKETS SOUVENIRS,....you would have tolerated this.

Money for food, tickets, and souvenirs have *nothing* to do with lodging. So if I were having a problem, I just couldn't count those in my "I spent all this money" rant.

If you call the main desk you may get a call center that is not really at the resert and the message doesn't seem to get relayed the way it should.

As others have said going to the front desk while you are there is the best bet if phone calls don't work.

I've heard that repeatedly as well, with *every* WDW resort. If you want to talk to the people right there at the *front desk*, you have to *go to* the front desk.

You need to make it clear that you did not get clean towels on DAY 4, not Day 5 or after your fourth night. Check in day is Day 1; on Day 4 you get clean towels.

But they don't make beds, they don't vacuum, they don't run the dishwasher, etc.

Check your confirmation sheet because that will list your service days on it and what kind of service you will be getting.

Next time you have a problem like this, hit the Housekeeping button on the phone and talk to the supervisor there. Or hit the Maintenance button on the phone and talk to that supervisor or work order dispatcher. If you try to talk to the housekeeper in the hallway, they may or may not understand you. Many of them do not have English as their main language and have difficulty talking with you.

Good points and ideas!

 

[Dean]

I have a compliant and I need to know who it should go to.
I had 2 reservations this week for myself and family.
The family at OKW loved it 100% no issues!

My family was at BLT...
for the 4000 dollars and annual passes and ddp this needs to be said and something done.

Numerous problems.
1]no toilet paper on arrival...called 3x to housekeeping and finally my brother went and got it himself
2]no coffee in the drawer

3]the shower was leaking out of the shower head all over the ceiling and outside the tub.My brother and I hand tightened and finally got it to stop


4]why no locks on the bathroom??????

5]the Air Conditioner vent was leaking all over the living room so everytime you walked by you got dripped on

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!!!!

7]Knock Knock....8am...You are checking out today can I START TO CLEAN?
NOW THEY SHOW UP!!!!***!!!!!!!!
we said NO we are out at 11am!

any advise!??please!
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!!!

All of your complaints look valid. The only thing I disagree with is how it was handled. You need to contact a manager by phone or in person to try to get things like this corrected and you need to do it at the time. You can certainly complain now but you diminish the effectiveness and perceptions of your issues. It simply becomes your word and given they see people complaining for secondary gain all the time, they are less likely to take your issues as seriously as they should have at the time.

The other question to me is why complain now other than to alert them to the issues for the room in question. Given the specifics and the fact that each item on your list is fairly minor, I wouldn't think any compensation was in order.

 

[TisBit]

I agree with all the other posters, it appears to me that you took time out of your vacation to do stuff like go get the toilet paper from the front desk and fix the shower, etc. Something that you didn't mention is did you call to have maintenance come repair these items and they did not come, or did you just take it upon yourself to fix them.

They don't know whats wrong unless you call and tell them.....if they failed to fix things after they were told, that is an issue. I will usually call and tell them whats wrong before leaving the room, hoping they will have it fixed by the time we are back and we don't have to be bothered while in the room. Even calling and speaking with a manager over the phone would be more effective than waiting until you leave. What good does a "paper trail" leave you? If you were trying to file a lawsuit or something, I see the point, but just to voice a complaint??

We did have an issue one night (at a restaurant actually and the manager didn't help) so we reported it to our resort manager so they could follow up with the restaurant when their head manager was in, we were told by the manager they would follow up with us, long story short, we didn't hear back from them. I was still pretty upset with the restaurant so I called Member Services and their manager followed up with both the Restaurant and the Resort Management to find out why the ball was dropped in both places. In the end the resort was having trouble getting ahold of the restaurant and were still working on the issue. They ended up comp'ing the meal off our account and MS actually sent a small gift basket on our next trip as an apology.

We weren't looking for anything but we were should have been given (the restaurant lost us in their system, resulting an absurd wait, messed up our TIW discount and we ultimately missed Wishes on the only night it was playing because of MNSSHP).

 

[smjj]

When a very similar thread was posted a couple of months ago on BLT, I commented on the thread that I had e-mailed(using the DVC Members's website) Member Services about those issues. I got a phone call about a week later from a cast member to assure me these issues were being delt with or were over blown. I e-mailed because we are having a large family vacation at BLT in a Grand Villa this Oct. and wanted to make sure these issues were resolved. After I posted the reply to this thread, a former cast member commented that Member Services main goal was to "tell the people whatever it took to make them feel assured". I just hope this is not the case. If we have any issues during our family reunion stay, I will be down to the main desk in a heart beat to complain. There are way to many complaints about BLT, something has got to be done.....smjj

 

[dianeschlicht]

I am sorry that you waited until you came home to address some of the problems. We stayed at BLT in January. I totally understand and sympathize with you about the toilet tissue. We had to call a few times and when it was brought, 1 roll was brought. This was for a 2 bedroom with 3 bathrooms, well, we called again. On our 4th day, our towels were brought into the room and dumped on the kitchen table. We thought that was unacceptable. I think my DH actually called DVC, member servces to find out what to do. Eventually he talked to a manager and on the next day, we got a trash and towel service again, and, it was done properly.

I also wrote to the member satisfaction team when we got home and I got a few points returned to my account because we did not have the lake view we paid for.

We did spend time on housekeeping/maintenance issues at BLT, (dishwasher had some sort of delayed timer, and the maintenance person tried to explain fix it, but 12 hours later, dishwasher still had not started) somehow we did figure out what to do. There were other issues, but none of us came away feeling as frustrated as you are. I'm sorry.

Bobbi, just as with the OP, these issues are inexcuseable, but I find that often when a new DVC comes online at an existing hotel, we have heard many of these same issues. Unfortunately, they seem to be much more prevelent at BLT than the others were. I remember when BCV first opened there were a LOT of problems there with mousekeeping getting the schedules right and even more with checkin issues.

It's not a reasonable excuse though, and it SHOULD be ironed out by now. Hasn't it been open for a year now? I hope the OP contacts Member satisfaction. I think that's the best way to handle this after the fact. That assumes though, that you speak to housekeeping and the manager while you are there as well.

 

[Tara]

When a very similar thread was posted a couple of months ago on BLT, I commented on the thread that I had e-mailed(using the DVC Members's website) Member Services about those issues. I got a phone call about a week later from a cast member to assure me these issues were being delt with or were over blown. I e-mailed because we are having a large family vacation at BLT in a Grand Villa this Oct. and wanted to make sure these issues were resolved. After I posted the reply to this thread, a former cast member commented that Member Services main goal was to "tell the people whatever it took to make them feel assured". I just hope this is not the case. If we have any issues during our family reunion stay, I will be down to the main desk in a heart beat to complain. There are way to many complaints about BLT, something has got to be done.....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.