Boardwalk, who to complain to?

[Mickey527]

This was my first stay at BWV in the 10 years I have been a DVC member. I won't get into all the problems, I will post a few of the major ones, but I stayed at BWV on the 4th, then checked out into another room at BWV for 2 more nights. Had some major problems like 1st room had dirty bathroom, not just a hair, the towels were used and not changed, no soap and shampoo, etc... Bed was made and sheets were new, no wrinkles etc.. (I hope) things missing from kitchen and closet. I called down and reported it and was told, don't worry you won't get charged for the stuff that is missing. Not the point, I wanted some towels. Got back to the room at 2 and still no clean towels. Slept there and checked out, never got a shower there, waited for the next room.
That room was clean but I got the call that it was ready and I put my stuff in. There was a gift of a bottle of wine and a bottle of suntan lotion in the room with a nice ribbon when I checked in.Went to the parks and got a call from houskeeping manager that she had gone in the room to check it and make sure it was clean for me. She said she saw I had already moved in and saw my stuff on the setee. I went back to the room at about 10 and my suitcase had been moved and was open. Only a package of tuna missing (I have to eat alot of protein so I bring some just in case I don't get enough at the parks) the bottle of wine, and the lotion. Had the manager and security up, she did a key search and saw that another housekeeper had gone in after the manager. Said they would question her as to why she went in a room that was already occupied and get back to me. Two days later I still hadn't heard from them and went to the front desk to ask why. The manager said she didn't know anything about it, and gave me the card of the first manager I spoke to about my room being entered. Nothing about my missing items, although I didn't really care about the wine since I don't drink it and had suntan lotion with me. But just the fact that someone had gone through my stuff. My camera was not touched, but someone had touched all my clothing and items.
I was given back 8 points, 1/2 of one nights stay for the messy room I was in the first night but I am not looking for that, I want to make sure it doesn't happen again to anyone. I can't believe that I had the problems I did, especially since I had a problem in the first room, then the next, not a trip or two later.

 

[LouisianaDisneyFan]

This was my first stay at BWV in the 10 years I have been a DVC member. I won't get into all the problems, I will post a few of the major ones, but I stayed at BWV on the 4th, then checked out into another room at BWV for 2 more nights. Had some major problems like 1st room had dirty bathroom, not just a hair, the towels were used and not changed, no soap and shampoo, etc... Bed was made and sheets were new, no wrinkles etc.. (I hope) things missing from kitchen and closet. I called down and reported it and was told, don't worry you won't get charged for the stuff that is missing. Not the point, I wanted some towels. Got back to the room at 2 and still no clean towels. Slept there and checked out, never got a shower there, waited for the next room.
That room was clean but I got the call that it was ready and I put my stuff in. There was a gift of a bottle of wine and a bottle of suntan lotion in the room with a nice ribbon when I checked in.Went to the parks and got a call from houskeeping manager that she had gone in the room to check it and make sure it was clean for me. She said she saw I had already moved in and saw my stuff on the setee. I went back to the room at about 10 and my suitcase had been moved and was open. Only a package of tuna missing (I have to eat alot of protein so I bring some just in case I don't get enough at the parks) the bottle of wine, and the lotion. Had the manager and security up, she did a key search and saw that another housekeeper had gone in after the manager. Said they would question her as to why she went in a room that was already occupied and get back to me. Two days later I still hadn't heard from them and went to the front desk to ask why. The manager said she didn't know anything about it, and gave me the card of the first manager I spoke to about my room being entered. Nothing about my missing items, although I didn't really care about the wine since I don't drink it and had suntan lotion with me. But just the fact that someone had gone through my stuff. My camera was not touched, but someone had touched all my clothing and items.
I was given back 8 points, 1/2 of one nights stay for the messy room I was in the first night but I am not looking for that, I want to make sure it doesn't happen again to anyone. I can't believe that I had the problems I did, especially since I had a problem in the first room, then the next, not a trip or two later.

This is what I would advise...
Call the main Disney line and tell them you need to speak with a manager in the Personnel Department. When they ask you what about, tell them it is a Security issue that you must discuss directly with Personnel. Then tell the Personnel manager about the problems you had (time, all details, etc.), the name of the manager involved, and that you did not receive a follow-up regarding what happened to your missing items. Ask if a report has been filed yet (chances are, the answer is no). Then, take down the name, email address, and direct phone number of who you are speaking with. Give them your email along with your phone number as well. Ask for a follow-up contact after the Personnel manager has had time to investigate your problem. Make sure he/she understands that as an owner, you consider Security to be a very important issue and that you expect to be informed of the outcome of the investigation.

 

[disneynutz]

Sorry to read about your problems during your recent vacation. This type of problem could happen anywhere so I don't think that it's fair to single out the BWV.

From personal experience, I can tell you that Disney will not respond to anything that may put them in a bad light or anything that could become a liability issue.

You may get an apology but not much more.

Technically the correct chain of command would be the DVC who will then forward your issue to the correct department.

DVC Member Satisfaction Team
dvcmembersatisfactionteam@disneyvacationclub.com

Bill

 

[LouisianaDisneyFan]

Actually, we had a security issue at BWV in early October. A group of guests who had too much to drink caused a tremendous problem out front by the parking attendants. An elderly couple got hit by several members of their group in the fray, and the manager on duty handled the situation very poorly. Several guests, including us, did call Personnel afterward, as well as Security. Our concerns were addressed, and we did get follow-up calls. We were also asked to provide detailed accounts of what we had witnessed. I believe Disney would address your concerns if you contact them.

 

[Ms. WDW]

Send an e-mail to: wdw.guest.communications@disneyworld.com

I ran into a situation last year and was told by the SSR Front Desk Manager to send a note to the above e-mail address. I did and I did receive a reply and a resolution.

Now my situation was not similiar to yours, but I would definately send them an e-mail.

Sorry you had such a bad time...

 

[VrBchJ]

Last year at Jambo someone entered our room and moved our suitcases around. When we left the room with we had the "Do Not Disturb" sign on the door. My suitcase was open on the luggage rack. When we came back my suitcase was closed and had been placed right inside the door. We almost tripped on it as we entered the room. Nothing was missing from our things. It was so odd because who would enter the room, close up a suitcase and then move it? For what purpose? I called housekeeping and they said they would investigate who had been in the room. I talked to the front desk and they said they would coordinate with security and housekeeping to find out what happened. When I got home I e-mailed Member Satisfaction and got a call from Joy. She said she would follow up. I never heard another thing from anyone.

 

[LouisianaDisneyFan]

Wow, stories like these make me want to leave the laptop web cam pointed at the door and recording when we leave our room!

 

[Mickey527]

thank you for your replies. I have sent letters to both of the sites that were listed, the main guest communications and the DVC members satisfaction. I will let you know what their replies were.

 

[DebbieB]

Last year at Jambo someone entered our room and moved our suitcases around. When we left the room with we had the "Do Not Disturb" sign on the door. My suitcase was open on the luggage rack. When we came back my suitcase was closed and had been placed right inside the door. We almost tripped on it as we entered the room. Nothing was missing from our things. It was so odd because who would enter the room, close up a suitcase and then move it? For what purpose? I called housekeeping and they said they would investigate who had been in the room. I talked to the front desk and they said they would coordinate with security and housekeeping to find out what happened. When I got home I e-mailed Member Satisfaction and got a call from Joy. She said she would follow up. I never heard another thing from anyone.

Sounds like a maintenance issue. Perhaps they needed to check something under the rug or in the wall so they moved the suitcase out of the way.

 

[n2mm]

I'm sure you'll hear from DVC MS right away. I had a series of things go wrong during my stay at BLT in May and after writing MS satisfaction team they called me within 24 hours and apologized for all of the issues I encountered. As other's have said, this is not a BWV issue only, but a resort issue too. One thing I've learned about WDW is, is that they will never admit to doing anything wrong. I know how this can ruin a trip and seems to really set the tune for the remainder of your trip. We have had many happy stays at the BWV, but we've also had goods rooms and not so good rooms. Please keep us posted.

 

[dbragas]

thank you for your replies. I have sent letters to both of the sites that were listed, the main guest communications and the DVC members satisfaction. I will let you know what their replies were.

So I just sent off an email to the DVC Member Satisfaction Team with feedback on a recent trip and checked out the DIS Boards to read up on other dissatisfied member experiences. Did you ever hear back from the letters you sent off?