Do I write and complain?

[Scoootch]

Originally posted by mrsR123
Did the CM actually say that you were lucky and that the maid didn't have to give it back?

Yeah, you need to write. You need to report it to BWV's general manager and DVC member satisfaction and I'd go so far as to write to the VP of WDW resort.

It's one thing to calmly toe the company line regarding "lost" items, but this was suspicious at the most generous appraisal, and the CM's comments were completely out of line.

I completely agree!

Let us know how you make out and so happy that your FDIL has her ring back!!

 

[chyam]

Besides WRITING and emailing Disney I would also send a copy of the letter to www.planetfeedback.com this is a great resource, many people there can also read your letter and be prepared for their trips. I had a complaint to an airline and within hours they called me an gave me free tickets...........I don't think any business likes to see their "dirty laundry" out on the internet where anyone can read it.
There is something completely fishy about the tape being off the ring, I don't think going down the sink drain would case that since it's not like a garbage disposal! The maid cut it off and then felt guilty!

 

[TnKrBeLlA012]

I had a problem on my May trip with the security at the Pop. When I complained to the manager his response was so stupid I left thinking you get paid for this? I wrote Disney as soon as I got home. Two months later they called me. What they said was we will speak to the manager about this and talk to them so this does not happen again. I would have thought they had already done that? I also commented on the lack of concern the manager had on our serious situation. Never did he apologize! What the girl on the phone said I'm sure he meant to say how bad he felt. What he meant and said are two different things. I felt I had now wasted 45 minutes retelling her the story. I hung up feeling really mad about are situation again. Her last comment was what is it that you want? I said nothing! I know people have their own views, Disney has changed in some negitive ways. Their guests should be their focus. The money has now become. People are not treated like they used to be. I have been coming every year since 1974,sometimes two or three times in one year. I do know Disney. Anyways, good luck on what you decide to do. Just don't be to surprised on their response. They will defend their management. They will just explaine to you what the manager really meant to say.

 

[emmabelle]

I don't know how someones self consciousness could even allow them to attempt to keep the ring. Engagement rings are such a symbol of a couples union. That's probably why there is an inch of soap on mine, I never take it off.

 

[gottaluvdis]

Originally posted by chyam
[There is something completely fishy about the tape being off the ring, I don't think going down the sink drain would case that since it's not like a garbage disposal! The maid cut it off and then felt guilty! [/B]

....or figured she was about to get caught!

 

[currycook]

As someone else said, when you write the letter try to be as specific as possible. I have found this is always helpful.

 

[Eeyore's Queen]

....or figured she was about to get caught!



That's exactly what I was thinking. Glad you got your ring back. I would write the letter!

 

[hulabird]

Glad you got your ring back, what a memory to have of your engagement!

Like another poster said, they had a show on this type of thing (maids stealing) and it did happen even at the best of places. So far we have never had a single thing taken at any hotel and certainly not at Disney. But we never leave anything of value around, I even lock my digital camera up in the wall safe when we aren't using it. Unfortunately we do stupid things sometimes like forgetting a ring on the sink etc...I have my purse once when we checked out before in Vegas, and had to run all the way back to the room hoping it would still be there...it was thank God (our airline tickets were in it to get back home, DH would've killed me), but after that one incident, I now look over the room with a fine tooth comb making sure I have everything. I am sure the OP will do that too, from now on!

Yep, write that letter...that type of treatment was unacceptable. Ya know, I remember years ago, customer service used to be so important to companies, and if something went wrong, they would bend over backwards to make it up to you, nowadays it seems like they could care less, like there will always be more customers so who cares what you think. But I also have noticed another thing, if the manager has been an older person (like at 40), I have gotten a better response than when it is someone fresh out of college age...it is like the new generation (and i am not saying everyone, there are always exceptions) don't have the same work ethic or customer service skills and demeanor that us older people have. I have noticed that with a majority of young workers I have employed.

 

[katienyc]

Yes write the letter. But write a few. Write to somone at the BW, write to someone in central reservations or something, write to WDW guest relations. I would by a "cc" at the bottom of all the people you are sending it to, also. It will show that you are taking this seriously, and they cannot get away with this.
I would also let them know in your letter that you are _very_ disappointed in Disney, and it will take long and hard consideration for you to ever return, and you know that all of your acquaintances will be verin interested in hearing how the Disney customer service has gone down hill. You can also inquire about how they do their staff selection and supervision, because with all of the $$$ you spend there, you expect to have some trust in the resort.

good luck.

 

[MickeyisanNDfan]

Just out of curiosity why would the maid take the time to cut the tape off? Wouldn't you just put it in your pocket?

 

[mla973]

As a former WDW college program cast member, I would say that, at least on the surface, the company vows to take these things (guest relations) seriously. I think you should write a letter expressing your concern over the way the situation was handled.

My DH and I had a simliar situation, although it was a less valuable item. This happend at the Caribbean Beach Resort in August 2001. After we packed up and checked out, my DH realized that he left his fleece coat in the room, hanging over the chair. (The North Face coat - cost approx. $200+)

We came back to the resort, talked to the front desk, went back to the room about 30-45 minutes after we had left it - same as the original post here. The maid was in the room, and had not found the coat.

We reported the coat to lost and found and were given a phone number to contact from home. Now, after many phone calls after the claim was placed, we received several postcards from CBR saying that it was being handled, but they never did anything about it.

I was not after a free night's stay or anything, just wanted to get the coat back. DH 100% believes the maid took it, but we were treated as if we were the ones who misplaced it after we left the room???

Tips to avoid this in the future??? Tip the maid??? Does anyone do this? What do you feel is appropriate.

AFter this trip, we are more careful about leaving things out and lock up any valuables when we leave the room.

I'm sure the "mousekeepers" are 99.9% honest - a few of us have just come across the .1%.

 

[tamu91]

Originally posted by kmchar1
Had she kept the ring, it would have been illegal..

Let me guess, you must be a detective What the heck are you talking about ... it was an engagement ring for pete sakes. Of course, they should've been allowed to get back in the room to check. Matter of fact, why didn't the manager escort them to make sure things were in order

 

[susy]

Even though she did not keep the ring, she stole it (if that's indeed what happened). You cannot sit there while a family is looking for somehing and pretend not to know where it is-right there you've broken the law-something is in your possession that doesn't belong to you=stealing. What I would have done is "pretended" that I was done looking for it and called the police immediately. How many times do we need to read these stories before we realize that speaking to the managers is USELESS?

 

[SuzEm]

MickeyisanNDFan - you ask why would she take the time to cut the tape off? My take on it is she couldn't wait to try it on her fat little finger, and discovered it wouldn't go on with the tape still on it. The temptation was too great to wait!

 

[CarolA]

I would not waste time complaining. Just be glad the maid's conciense got the best of her.

Hotels will NOT cover jewerly or anything else that is lost like that. Your realitive was very lucky not to learn this lesson in a much harder fashion.

The reason the hotel managers don't respond the way we all want them to is because people have taken advantage of this....
I have heard of numerous scams where people claim to have lost something they never had just to get reimbusement. (It's the same reason department stores no longer do refunds without a receipt. First the person steals it and then they want thier money back! I saw this all the time when I worked retail. We would get a notice about an expesive item stolen from a sister store and here it comes for "Return" without a receipt, but they only want cash back!)

It is a shame that a few bad apples have spoiled things for the rest of us.....

 

[Patty3]

First, I want to say that I am extremely happy that the ring was returned, you were very fortunate. I know that I myself have "lost" a nightgown which was hanging on the back of a bathroom door and went back for it and it was gone. This was not at Disney, but at an inexpensive motel that we had to stay out for a graduation, only room we could get. I wrote a letter and never heard back and I guess I should expect that from this low budget motel. The motel was awful. I would definitely expect better from Disney and their management. I would also encourage you to write a letter to the general manager of BWV and if you are a DVC member, write a letter to them as well. You did get the ring back, which is the most important thing, but the lack of concern was not there on the part of management. I too believe that the maid was going to steal it and then was afraid that she would get caught. My DIL lost a pair of Gucci sunglasses last May at the BW and the manager went way out of his way looking for them. He even brought up the box of returned sunglasses for us to look through. Your situation was totally unacceptable.

 

[KimKamMom]

Yes, you must write a letter.
Please keep us informed on the issue.

I'm sure it will be a happy marriage.

 

[KimKamMom]

Yes, you must write a letter.
Please keep us informed on the issue.

I'm sure it will be a happy marriage.

 

[Cinderella37]

Trying to give the maid the benefit of the doubt, I figured that perhaps she didn't want them to know that she dropped the ring down the drain. The tape got wet and she cut it off. Who knows what on earth the maid did.

Though my fiance and I are part of "the younger generation," I must agree that the older CMs for the most part (management wise) are much better to deal with. I don't know if it's because the older CMs had the proper training, including full Traditions courses, plus came in under a totally different management climate, or what it is, but there is a difference.

 

[wdwfan]

Write a letter!! I think the maid wanted to wear the ring and needed to get the tape off and gashed it. Unbelievable! But what is even more disappointing, is how the situation was handled. Write that letter and tell us how it goes.