Disney Claims Department - Anyone been through this process?

[Sur]

I travel with a PacSafe and security cable for the laptop.

That's what we do as well. I don't even have faith in the safes.

 

[Dano1182]

Was the entry into the room forced? Where in SSR was the room?

 

[DebbieB]

Quite a different situation, but my in-laws arrived at Saratoga Springs yesterday. They left their room around 2 and came back at 7:45 to find that their room had been broken into and a lot of their stuff was missing. iPad, camera, paperwork, medication. Between their stuff and my brother and sister-in-law's, thousands of dollars worth of things taken. They are retired military and had military passes that were also taken. Claims was less than helpful and said they were not liable for the passes as it was a criminal act. They won't be able to speak to an adjustor until Thursday. The hotel management was much more sympathetic, though, and gave them new passes. Needless to say it is a giant mess that has involved lots of phone calls and police reports.

This is why I cringe when people say "I don't worry about my laptop, I always leave it out and nothing ever happened.". Seriously though, thousands of dollars worth? I worry about my cheap laptop and put it in the suitcase on trash & towel day. If they were out, why leave the camera & passes? They took paperwork? Was the medication narcotics?

 

[lorourke11]

Before we get accusatory as to why they left things out, why they brought things, etc., let's remember that it was their right to bring those things, and their right to not have the room broken into. I have never understood the notion of blaming the victim. How about we blame the jerks who broke in?

I was responding to the question about experience with claims. And I was incorrect as their passes were not stolen. The only thing they have asked of Disney is to not lose their DVC points if they decided to leave early, and Disney didn't hesitate to say yes.

Yes, it was forced entry, and I am not sure where the room was. No, they were not narcotics.

 

[DebbieB]

Before we get accusatory as to why they left things out, why they brought things, etc., let's remember that it was their right to bring those things, and their right to not have the room broken into. I have never understood the notion of blaming the victim. How about we blame the jerks who broke in?

I was responding to the question about experience with claims. And I was incorrect as their passes were not stolen. The only thing they have asked of Disney is to not lose their DVC points if they decided to leave early, and Disney didn't hesitate to say yes.

Yes, it was forced entry, and I am not sure where the room was. No, they were not narcotics.

I'm not blaming them, just trying to understand why it was left when they went out and why the thief took some of the items (paperwork, prescriptions).

 

[Dean]

Before we get accusatory as to why they left things out, why they brought things, etc., let's remember that it was their right to bring those things, and their right to not have the room broken into. I have never understood the notion of blaming the victim. How about we blame the jerks who broke in?

I was responding to the question about experience with claims. And I was incorrect as their passes were not stolen. The only thing they have asked of Disney is to not lose their DVC points if they decided to leave early, and Disney didn't hesitate to say yes.

Yes, it was forced entry, and I am not sure where the room was. No, they were not narcotics.

I don't think anyone's blaming them and I'm sure we're all sad for their loss. However, they did take risks they didn't have to take, risks that they either knew or should have known. It's like going to the beach in HI, they tell you to leave your window's down and the doors unlocked with nothing in the car, that way you don't have to repair the smashed window even if there's nothing stolen. Hopefully we can all be a little more diligent after hearing of their unfortunate situation.

 

[DebbieB]

You have to wonder if a housekeeper or other employee saw these items in the room and then tipped off the burglars. They didn't want to take it while key card records showed them in the room. It's a big risk to break into a room, they could have been seen, they had to know it was worth it.

 

[lorourke11]

I'm not blaming them, just trying to understand why it was left when they went out and why the thief took some of the items (paperwork, prescriptions).

Sorry about that. I have been dealing with that a bit in conversation so I am on the defensive.

They had just arrived that day and were heading over to DD to shop and go to dinner. I am guessing they didn't take the tickets so as not to lose them, and I am honestly not sure why they didn't take the camera. I am guessing because it was just Downtown, Dad decided not to lug the big camera and they would just use Mom's small one or maybe their phones.

As for why the thieves (I am assuming more than one, but who knows) took other things, they just grabbed bags, some of which had paperwork in them. They probably just saw pill bottles and grabbed them. Some lucky person will no longer have to deal with irritable bowel syndrome!

Disney Security and Orlando police responded very quickly. As for witnesses, security cameras, etc., I really don't know anything about that. It is not yet entirely clear to me just how forced the entry was. The door was ajar when they came back to the room and there were paint chips on the floor. I haven't spoken with them since Sunday to know if there was any other damage to the door.

Obviously, they did not feel safe in the room, so Disney upgraded them to a 2 bedroom villa. My in-laws only asked to be moved, so it was nice of Disney to upgrade them.

And that's about all I know....

 

[deedisneydream97]

Getting back to the OP....sorry about your experience. I sometimes wonder about some statements I read on these boards....like how does someone know if housekeeping checks every drawer or not? My first thought when I read your post was that perhaps each housekeeper has a "spot" on their cleaning cart where they place items left behind by guests. We all know that those carts are parked in one spot in the halls for a long time. I've seen where some of them have doors that lock and some don't. If the housekeeper placed both items in her cart, anyone could have walked by and helped themselves. I would have asked to speak with the security manager and have them review the hallway security cameras. LOL, and here I am assuming that they have security cameras in the hallways. Either way, housekeepers know they will always be the first to be blamed. Did they even let you know if they interviewed the housekeeper or not?

Regarding the break-in at SSR...that is downright awful. My DH does not like any hotel that does not have the door in an inner hallway.

And after reading on other threads about how things were disappearing from the pool areas at Aulani, we purchased those aquapac things for our phones, car keys, etc. This way if we left our chair area for the beach we could wear our stuff in the water. Sad that things have come to this.

 

[Anjelica]

Getting back to the OP....sorry about your experience. I sometimes wonder about some statements I read on these boards....like how does someone know if housekeeping checks every drawer or not? My first thought when I read your post was that perhaps each housekeeper has a "spot" on their cleaning cart where they place items left behind by guests. We all know that those carts are parked in one spot in the halls for a long time. I've seen where some of them have doors that lock and some don't. If the housekeeper placed both items in her cart, anyone could have walked by and helped themselves. I would have asked to speak with the security manager and have them review the hallway security cameras. LOL, and here I am assuming that they have security cameras in the hallways. Either way, housekeepers know they will always be the first to be blamed. Did they even let you know if they interviewed the housekeeper or not?

Regarding the break-in at SSR...that is downright awful. My DH does not like any hotel that does not have the door in an inner hallway.

And after reading on other threads about how things were disappearing from the pool areas at Aulani, we purchased those aquapac things for our phones, car keys, etc. This way if we left our chair area for the beach we could wear our stuff in the water. Sad that things have come to this.

When I discussed with the person from the Claims Department she indicated she could not give me any details regarding their investigation and that it is considered a "criminal matter" (honestly, I don't think she did much of any investigation as the letter she sent to us was dated within a few days of our initial call and that was right before New Years). So I have no idea if they interviewed the person who turned in one of the two items. Actually, the lady at lost and found at the Wilderness Lodge was absolutely great - she is the one who gave me information along with the subsequent call from the manager at the WL. They both stated that it was turned in prior to the next guest checking in and that it was turned in by housekeeping.

My police report was approved so now I have it at least documented and if my daughter wants to get a nintendo 3ds nintendo will allow her to download any previous purchases.

lorourke11 - I am so sorry for your in-laws. Hopefully Disney has some video or surveillance and will be able to ID the thieves. I agree with you on the safe size - we couldn't fit everything we wanted to keep in the safe (and apparently at Disney keeping things in your safe isn't helpful either as they arrested a Disney employee last year who was able to get into the safes and steal money).

I also agree with you on some of the tones these days in terms of blaming the victim - especially in situations such as your in-laws. I would be surprised if Disney doesn't reimburse some of the items otherwise risk the bad press of a break-in on their property and using the adage of "well we aren't responsible". I hope it all works out for them!!!

 

[lorourke11]

The management at Disney has been very thoughtful. My in-laws know that they are responsible for their own items and appreciate anything Disney has done to help them enjoy their trip. Their only real frustration is not being able to talk to an adjustor until Thursday.

 

[Anjelica]

The management at Disney has been very thoughtful. My in-laws know that they are responsible for their own items and appreciate anything Disney has done to help them enjoy their trip. Their only real frustration is not being able to talk to an adjustor until Thursday.

Any updates Lorourke11?

 

[lorourke11]

Any updates Lorourke11?

They met with an adjustor, but I don't know the full details. I got the impression that my in-laws were happy with whatever they learned. Disney did their best to make sure everyone was able to still enjoy their vacation. None of the stolen property has been recovered, although apparently the thieves tried to ransom my brother-in-law's iPad back to him! They were working with Orlando police on some sort of sting operation but nothing came of it.