Does anyone know who is in charge at Disney? Re: Written Complaint

[Sarahbella]

After just returning from our vacation at WDW at the BCV I am searching for a name and address of the person in charge at Disney, I guess in Guest Relations.

I really don't want to go into this on this board.
But I am very upset with a matter that occured while we were at the BCV.

Can anyone advise me?
If you need more info just let me know.

Thank you.

 

[spearenb]

Oh, come on... you can't leave us hanging.... you know you really want to tell us....

In all seriousness, I can't really help you but I do hope you get some sort of resolution/resolve from your letter ...

 

[Sarahbella]

LOL!!
Ok...I'll share.

I'm upset about how they handled a missing child.

Also upset about the doors in the villas that lead to the hallway.
They are very easy to open and do not lock (bolt) from the inside.

My 2 year old easily opened the door and escaped.
Luckily everything is fine now, and we found our daughter.
But Disney really needs a better system in place when a missing child is reported.

This is the only think keeping me from wanting to return to Disney.

 

[CaptainMidnight]

DVC Member Satisfaction Manager
Jackie Lueders, 800-800-9800,
members@disneyvactionclub.com
(mailto:members@disneyvactionclub.com)

(subject: ATTN JACKIE LUEDERS),
Disney Vacation Club,
200 Celebration Place,
Celebration, FL 34747.

 

[mbb]

Please let us know what happens...and welcome to the Dis! Someone out there probably has some info on room/door locks...?

 

[spearenb]

See was that so hard? Do you feel slightly better now for sharing?

But thanks for that information. I will be going down over Thanksgiving with a DD4 and a very quick moving/explorer DS18m that there is no earthly way to completly keep an eye on. I now will have something to look out for.

I couldn't imagine what that felt like for you, but, it is great that everything turned out fine. Her Guardian Angel must have been with her.

 

[Luvdisney]

The studio we were in at the BCV had security bar thing towrd the top of the door, which is out of reach of small children. Most people use it to keep the door from locking behind them when they go to get ice and stuff. They flip the bar over and it keeps the door from closing. But what it's really for is to secure the door from opening. With the door closed flip the bar over and it will keep the door from opening up more then a few inches or so.

 

[DebbieB]

Any room that we have been in had the swing lock at the top plus the deadbolt latch above the handle.

 

[DaisyDebbie]

My 10 yo dd decided to sleepwalk when we were at the BWV's, the only thing that kept her from getting out into the hall was that metal security thing. Good thing I heard her

 

[cheyita]

Since I wasn't actually there in the room, I can't say I'm doubting you - but I am really surprised that there wouldn't have been one of those swing locks. My hubby and I are really paranoid about having some other sort of lock besides the one on the handle, and I would think it would've bothered us not to have some other sort of lock on the door during our two previous stays at BCV.

But, regardless, even if there was one and it was accidentally not locked, that wouldn't excuse Disney if they didn't handle a missing child in the best manner possible. That seems to be the crux of your complaint.

However, I'm really glad your daughter was safe. It must have been horrible for you!

 

[Chadm]

The first thing I thought of while reading about this situation was the sliding latch on the door (obviously I'm not the only one who thought of it). I'm pretty sure that even an infant couldn't be squeezed through that crack. It's maybe 3-4 inches wide, at most. Also, there's no way a 2 year old could reach it, as it's situated well above the normal door latch.

I don't want to get personal, but didn't you notice the latch and lock it? Honestly, it doesn't sound like you can blame Disney for your child getting loose.

However, if you didn't like the way the search for your child was handled, I would certainly bring that to Disney's attention. That's a whole different matter from how the child got out in the first place.

 

[Sarahbella]

It's not worth the energy.

 

[zurgswife]

Sarahbella....I'm sorry you felt attack by the responses you recieved on this board...but I guess it was they wording about your dd's "escape"

My 2 year old easily opened the door and escaped.

If you locked the swing lock, and I'm sure you did after your last post....she didn't easily open the door.....she pushed a chair probably close to 10ft. to the door, unlatached the swing lock, then moved the chair enough to open the door and then opened the door......I personally think your child is a genius....that is quite some feat.....I have 4 kids and we have been staying at BWV for the past 5 years and my youngest now 6 has always had trouble opening and keeping the door open (it is quite heavy).

How they handled a lost child is a separate problem. I totally agree that they should have a specific plan (like I know that do inside the parks) for missing children. Including who should be notified and the amount of time it should take.

I hope you find statisfaction with your Letter to Jackie.

And do try to post here again we really aren't trying to be mean....

 

[Chadm]

Originally posted by Sarahbella
First off thank you for the contact name and number.
That was the reason for my post.

I wasn't ASKING for your opinions at all!!!
What gives people the right...I'll lever know.

Just know that I will never post here again.

YES I DID SEE THE LOVELY METAL SWING!
But my daughter can't be the only child that can push a chair to the door, climp on and swing the bar can she?
I guess my daughter must be a genius then!
We are all so gifted!


There is NO DEADBOLT!!!
There appears to be but when you try to open the door it unlocks the door.

I DO NOT BLAME DISNEY FOR MY CHILD RUNNING OFF!
I think the doors should be heavier...there should be a way to LOCK the doors but my major complaint is that while I stood there at the front desk and through my tears asked for my daughter (WHICH I WAS TOLD WAS THERE!) they didn't know where she was...it wasn't even reported to them that she was missing.

I was able to walk to the front door, look outside for her, (not leaving the building so I could also see the front desk) and come back and I still had to wait for this woman to get enough pep to call the appriopriate person.

And does it feel better now that I have told you why I want to write a complaint to Disney?

He11 NO!!!!!!!!!!!

Thanks for TRYING to make ME feel WORSE then I already did.
PATHETIC!!!!!!!1

Easy now. Every post I read (including mine) on this thread was very polite and considerate. Most people were just pointing out that the door latch existed and how it should be an effective deterrent for keeping a child from leaving the room. Nobody said a single thing that was rude or condescending and most people agreed that you should indeed contact Disney about the way the situation of your missing daughter was handled. It sounds like that was handled poorly and you have every right to complain.

This is a quote from your post explaining the situation:
""Also upset about the doors in the villas that lead to the hallway.
They are very easy to open and do not lock (bolt) from the inside."

It sounds as if, by your explanation, there is no way to keep a child locked in a room unless there is a deadbolt inside that can only be unlocked with a key. If your child (or any child) is smart enough to climb a chair and unlatch the bolt, then she's certainly smart enough to turn the latch on a deadbolt, if there was one, on the inside of the door. What difference would that have made?

Finally, I'm not sure if you are an overly sensitive person or not, but I'm not sure why you reacted the way you did. Nobody was trying to make you feel worse than you already did. Certainly nobody did anything to warrant being called pathetic. To be honest, your response comes off as very sensitive and hyper-defensive. I don't think anyone meant any harm here.

 

[Sarahbella]

Please take note that I edited my post.
If I knew how to lock this thread I would.

 

[Chadm]

Good luck with the letter writing. Seriously. I hope this causes Disney to take a hard look at how they handle missing children situations. That's a serious issue.

 

[crisi]

I've been there. I've "lost" my son twice (he is one of those kids, quiet, quick, clever and gone in a flash) and my daughter once (she was playing hide and seek without telling me and fell asleep) and its terrifying. And NO ONE (my husband, my neighbors who helped me look, the police that we called when my son went missing for a while - 40 minutes - the longest of my life -, the museum staff when he got lost at the museum) moved fast enough for me. Minutes stretched to hours. It was horrible and no one was as worried as I was.

But, there are regulations on some of this stuff that have to do with fire codes. They can't make the doors much heavier - if a weak senior with arthritis gets stuck in the room during a fire it would be a problem. Doors need to be easily opened from the inside so you can get out if you need to.

Sounds like you have one of "those" kids as well. Best wishes. I'll send you my box of Loreal.

 

[mbb]

I do sincerely hope that you do write to Jackie.
We have two very busy boys, and I cannot imagine what you went through. I was hoping someone would post about additional door alarms for parents like us...who have children with amazing problem solving skills, and thrive on exploring the world - WDW or otherwise.

 

[cheyita]

I did fear that you would feel like I'm being judgmental toward you with regards to a situation where you are probably beating yourself up anyway (as a mother, I certainly would). I rewrote and rephrased my post several times to try to be sure you understood that I did, indeed, feel your pain. But I also wanted to question whether those latches were on the doors, because that gives other parents something to look for in future visits. I'm just hoping you don't give up using this message board - the folks here are a great source of information. Not everyone agrees on all points, and some people do need to watch their tact, but most people are usually supportive.

 

[raparker13]

Some of you folks are not being reasonable here. There are very strict fire codes that must be met. The designers really have very little latitude about how things such as hotel doors are made. It should be obvious that if hotels doors could be deadbolted from the inside that would be a disaster waiting to happen in an emergency.

The security latch is a reasonable solution. If someone (even a child) releases it and exits; then that is the way doors are meant to work! Imagine yourself with a fire behind you trying to release something more difficult.