BLT Complaint help

[FCCA]

We just got back from a stay at BLT, and I must say we were impressed with the the rooms and the staff.

The first half of our stay was in a studio, which was a little cramped for the four of us, but certainly not uncomfortable. We moved into a 1 bedroom for the second half which proved to be fantastic. My only regret was that we were so busy running around that I didn't get a chance to use the jacuzzi tub.

The resort staff was very courteous, and mousekeeping responded quickly to our request for additional towels (they had only given us three sets).

Just an outstanding vacation.

 

[cpdwiz]

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.

No excuse ......totally inexcusable!.....

I would have complained asap, not waited and let it build to the state you are in now. You are going to have little issues like leaks, and if you were able to tighten it, so be it, IMO. TP? I would have continued to call until it got there. As for the trash, we usually bag ours and bring it to the trash cans. If no towels came on day 4 or 5, I would have called. I then would have made a special trip to the front desk.

One thing though, IMO, just based on your posts. Relax, as its certainly not worth a heart attack. Email your concerns now.

 

[BeesKnees]

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.


Secondly, get the name of the person you are talking with. This immediately makes them realize they are accountable for your complaint. If it goes unresolved they know you will mention their name to their superiors.

Third, get a reasonable time frame for resolution. Let's say you are talking to mousekeeping about toilet paper and they say they will bring you some right away. Do not let them be vague. In that situation I would ask "So I should expect some tp in the next 20 minutes?" and wait for an answer. Now you have the person's name and an expected resolution time. The person knows if you do not have tp in the next 20 minutes or whatever the corrected time might be that you will be either calling back or calling a superior.

By doing this you have made yourself a priority over other random calls. You are not likely to be forgotten and you will probably move to the top of the list over less important calls.

Now let's say this doesn't work. Going back to the tp example let's say mk told you 20 minutes. I would wait 30 or 40 just to be reasonable before making the next call which would be to a manager and repeat the above steps and yes I would mention the name of everyone I had spoken to up to that point. This helps them correct the problem.

I have to agree with what most have said about handling the problem while there. After you leave you become a comment card or even worse someone who might be trying to scam a refund. By waiting you have allowed them to cast a negative light over your vacation.

 

[cbonewjersey]

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.

These people are scaring the c--p out of me. I'm heading to BLT, where I just bought, for the first time. I am FREAKED out by this thread. So happy to read your post!

 

[gkrykewy]

These people are scaring the c--p out of me. I'm heading to BLT, where I just bought, for the first time. I am FREAKED out by this thread. So happy to read your post!

Really? To me, having to call maintenance and housekeeping at all is not what i'm looking for in a resort stay, regardless of how responsive they are. We stayed at BLT last august, however, and had no problems.

 

[BeesKnees]

Really? To me, having to call maintenance and housekeeping at all is not what i'm looking for in a resort stay, regardless of how responsive they are. We stayed at BLT last august, however, and had no problems.

That is expecting perfection and expecting them to anticipate problems that are not within their control. If a part on a air conditioner breaks I want to know that maintenance is very responsive. Ideally you would always expect your room to be ready and mine have always been but even the best make mistakes and/or have things happen that cannot be anticipated.

 

[gkrykewy]

That is expecting perfection and expecting them to anticipate problems that are not within their control. If a part on a air conditioner breaks I want to know that maintenance is very responsive. Ideally you would always expect your room to be ready and mine have always been but even the best make mistakes and/or have things happen that cannot be anticipated.

I expect the air conditioner to be functional in a year-old room. If that's unreasonable, then we're in rough shape.

 

[BeesKnees]

I expect the air conditioner to be functional in a year-old room. If that's unreasonable, then we're in rough shape.

I didn't realize that disney made their own air conditioners.

 

[cseca]

OP, let us know if you received a response from anyone at disney.
We own points at BLT and would like to hear that someone is making an effort to resolve issues such as yours.

Also, I'm still confounded. Why wouldn't DVC put those "improvement cards" in each villa?
That way guests could write down they problems they see in each room when the guests find them.

All they have to do is put a box in the lobby where people who are checking out could drop them off. Collect them every day at noon and then prioritize the job.
That way, the issues do not get bigger and bigger and worse for the upcoming guests.

You know, the excuse about there's only so many maintenance people doesn't hold if they don't even try to improve the system. Maybe they take to the saying "Ignorance is bliss" ?

Don't get me wrong, we own a lot of dvc points. So we are definitely a disney freak. That's why I really want to see things get improved to make sure we get what we pay for.

Good luck OP!

 

[quirty30]

I expect the air conditioner to be functional in a year-old room. If that's unreasonable, then we're in rough shape.

We stayed at BLT last September, about a month after it opened. There were troubles with the A/C that I attributed to engineering issues rather than wear and tear. The A/C was functional; it just worked somewhat erraticly. I have continued to read about others having similar problems so I believe this is a little larger scale issue that's not going to be fixed overnight.

 

[jeanninepl]

We just got back from our first trip "home" to BLT and I could not be happier.

I posted a small write up of our trip but it seems worth mentioning here because we had amazing customer service.

We had to move our trip because of a funeral, back two days at the last minute. When we arrived at 8pm our room was not ready because they forgot it in the system. The manager came out and offered us a $200 resort credit.

Also, our tradition is to eat at Chef Mickey's on our first night in Disney. I had it booked for SAturday, but since our first day changed to Monday, I could not get in. When the manager came to tell us we would have to wait longer for our room I explained about Chef Mickey's and the delay in our trip, and she called upstairs and got us a table.

We did not get into our room until 10pm, but they went out of their way to accomonodate us and make up for it. So I felt the customer service was amazing.

Also, we did receive our towel and trash service on the fourth day with no problem.

I have nothing but terrific things to say about this resort - it is my absolute favorite!!

 

[gkrykewy]

I didn't realize that disney made their own air conditioners.

What kind of reply is this?

 

[Inkmahm]

OP, let us know if you received a response from anyone at disney.
We own points at BLT and would like to hear that someone is making an effort to resolve issues such as yours.

Also, I'm still confounded. Why wouldn't DVC put those "improvement cards" in each villa?
That way guests could write down they problems they see in each room when the guests find them.

All they have to do is put a box in the lobby where people who are checking out could drop them off. Collect them every day at noon and then prioritize the job.
That way, the issues do not get bigger and bigger and worse for the upcoming guests.

You know, the excuse about there's only so many maintenance people doesn't hold if they don't even try to improve the system. Maybe they take to the saying "Ignorance is bliss" ?

Don't get me wrong, we own a lot of dvc points. So we are definitely a disney freak. That's why I really want to see things get improved to make sure we get what we pay for.

Good luck OP!

Actually, I"ve wondered the same thing. I may not care enough to call to complain about a burned out light, or a loose handle on a drawer. But I would be sure to note such things on a card to let maintenance know when I left the villa.

 

[TisBit]

Also, I'm still confounded. Why wouldn't DVC put those "improvement cards" in each villa?
That way guests could write down they problems they see in each room when the guests find them.

Disney put a maintenance button on their phone. I think their intention is they want to fix it while you are there, you shouldn't have to wait for them to collect the cards from the bucket.

 

[TisBit]

I expect the air conditioner to be functional in a year-old room. If that's unreasonable, then we're in rough shape.

We are in rough shape, no equipment is 100%. Count the number of AC units installed in BLT alone, then look at statistics on the number of defective units per thousand....not to mention how many may not be installed correctly by the contractor.

Even brand new custom homes have several points in the first year that they come back to fix the problems that the owners have located while living there.

It is the unreasonable expectations that people put on Disney as a brand that causes so many people to feel their trips are ruined.

 

[BeesKnees]

What kind of reply is this?

I was being a bit sarcastic. The point being that because Disney does not build all of their own appliances if one of them fails even a year later it is not something they can control.

 

[rentayenta]

To the OP, I am very sorry you had to deal with these issues, owner or renter or frog or prince, they are unacceptable. I would have been furious but would have dealt with it while there and then enjoyed my MK view upgrade too. I hope you find some resolution.

 

[Dean]

Really? To me, having to call maintenance and housekeeping at all is not what i'm looking for in a resort stay, regardless of how responsive they are. We stayed at BLT last august, however, and had no problems.

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.

 

[cseca]

Disney put a maintenance button on their phone. I think their intention is they want to fix it while you are there, you shouldn't have to wait for them to collect the cards from the bucket.

I completely understand.
Although it's good in theory but who really wants to "bother" maintenance with like PP mentioned a loose handle, or missing closet door handle (yes, I had one at BWV), or a missing measuring spoons (yes, I had one at AKV). Those things did not diminish our stay but it would be useful for them to know before the next guest come along.
Honestly, I didn't think it's worth my time to call maintenance because it didn't really mess up our stay. Plus it seemed silly at that time to call about missing measuring spoons YKWIM?
We just made do with regular spoons.
But if I had those cards I would mention it there and hope that the next guest would find all those things in order.

Anyways, that's just MO of course.

 

[UConnJack]

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.