Formal complaints to DVC/Disney mgmt - Do You?

[maminnie]

Next year I will be going to my two home resorts BWV and BCV. All the negative info (although there is some positive) is quite intimidating to say the least. For those of you who have had issues with cleanliness, upkeep/maintenance, customer service, etc., do you make formal complaints either in writing or verbally to Member Services and/or Disney management?

In February '03 we had problems with the two bedroom at BCV not being very clean when we arrived. We immediately went to the front desk management and requested that it be redone, which it was. We also went to a DVC salesperson at the BCV and voiced our concerns. I also called Member Services when I returned.

For the sake of all members, I would strongly suggest written and/or verbal complaints to Member Services and Disney management when there are problems. After all I've read, I will be sure to voice my concerns if I have similar problems during my next stay. Many of the issues described should not be tolerated after the investment we have all made into DVC/Disney.

 

[JUDSON]

Yah! the bad BCV/BWV postings have me spooked too.

After a less-than-magical stay at BCV in Oct '03, I actually emailed my complaints to MS. Somebody called me back within a week and assured me that my complaints would be heard by the right people.

Also, I sent off a second email recently with references to the negative postings on this forum. I told them that I wanted them to (1) acknowledge whether they perceive a quality problem or not, and (2) if and how they intend to address the problem in time for my next trip in '05. This is where it gets a bit personal, because for the '05 trip I will have my ILs along who love to bust my chops at every opportunity. If MS cannot guarantee that these quality problems will be addressed by then, then I want them to recommend a WDW DVC resort that'll be good old 'disney clean'.

 

[Simba's Mom]

A couple years ago, I had problems at VWL, and wrote letters of complaint to the manager of the lodge (who never responded) with a copy to Jackie L. (can't remember her name). Jackie was nice enough to call me and discuss my concerns. Also, the front desk manager called me, after receiving a copy of the letter from Jackie (not the manager). Both assured me the problems would be dealt with and not happen again. I've seen posts that suggest otherwise. However, I don't blame DVC for that-I think there can be a problem in dealing with a resort that is "split"-partially DVC rules, partially regular hotel. For example, one of my big gripes was being given a HA room without being told, then right after I got to the room, called and asked to be moved, told, "Well, of course you'll have to pay the $25 fee", very curtly. It's hard to remember all the rules, and also DVC doesn't have sole respronsibility for "improving" attitude.

 

[tamu91]

Originally posted by Simba's Mom
A couple years ago, I had problems at VWL, and wrote letters of complaint to the manager of the lodge (who never responded) with a copy to Jackie L. (can't remember her name). Jackie was nice enough to call me and discuss my concerns. Also, the front desk manager called me, after receiving a copy of the letter from Jackie (not the manager). Both assured me the problems would be dealt with and not happen again. I've seen posts that suggest otherwise. However, I don't blame DVC for that-I think there can be a problem in dealing with a resort that is "split"-partially DVC rules, partially regular hotel. For example, one of my big gripes was being given a HA room without being told, then right after I got to the room, called and asked to be moved, told, "Well, of course you'll have to pay the $25 fee", very curtly. It's hard to remember all the rules, and also DVC doesn't have sole respronsibility for "improving" attitude.

I'm quite new to this board and considering buying DVC membership at VWL so your comment about HA room got my curiosity up. What is a HA room and what was the $25 fee for?

Thanks

 

[Hilary]

HA = Handicapped Accessible room

The $25 is a fee imposed by DVC if a member wants to change their room allocation after it has been assigned (if they decide they want a different location / view / etc. ).

'Usually' this would be charged only after the room had been occupied, not straight after check-in and before unpacking. I think Simba's Mom's complaint (if I remember correctly) was with the fact that they would have asked to switch rooms at check-in if they'd been told they were assigned a HA room as these have a slightly different layout which deosn't suit everyone if they don't need the HA facility.

 

[PamOKW]

Originally posted by tamu91
What is a HA room and what was the $25 fee for?

Thanks

Welcome Tamu91! "HA" stands for Handicap Accessible. It's a room modified to accomodate a wheelchair.

DVC has in the rules that they can impose a room change fee if you change your room assignment. If you are moving because you discover there is a flood in the room, you will not be charged. If you request a move because you don't like the view, they can impose the fee at their discretion.

 

[tamu91]

wow, is there anything you guys don't know? this board is fantastic.

 

[Patty3]

We had a room change at the BCV in May and we were not charged the $25. It is definitely at the discretion of the front desk.

 

[maminnie]

Judson:

Sounds like a great approach to your '05 trip. Would love to hear about the response you get.

As I said, after investing what I think is quite a bit of money in DVC/Disney, I think we should expect and receive clean, well maintained accommodations as well as the old fashioned "superior Disney" customer service that made many of us fall in love with Disney in the first place.

 

[Patty3]

Maminnie, I could not have said it any better, you were right on!

 

[Simba's Mom]

Originally posted by Hilary
HA = Handicapped Accessible room
'Usually' this would be charged only after the room had been occupied, not straight after check-in and before unpacking. I think Simba's Mom's complaint (if I remember correctly) was with the fact that they would have asked to switch rooms at check-in if they'd been told they were assigned a HA room as these have a slightly different layout which deosn't suit everyone if they don't need the HA facility.

Exactly! They didn't tell us at check in, and HA rooms have no tub (at least in studios). When we got up to our room and saw what we had, we called and reminded them that we hadn't been told and didn't want HA (needed the tub). It was all of about 5 minutes after we got to the room. Ironically, a similar thing happened last month at OKW-we got a HA room without being told. What a difference when we called! Apologies, move, no mention of a charge!

 

[Sammie]

I completely agree that if you have a problem at any DVC resort, that Member Services is the one to contact. Based on what I was recently told by Jackie, that if you only let the resort know about the problem, at times DVC is not even notified of the situation.

I feel that DVC and Member Services has a greater interest in the concerns of members over the resort management.

I also agree that the resorts that were established and DVC was later added on, seem to have some issues dealing with the DVC section of the resort.

Posting problems here is a great way to "vent" and share info with fellow members, but is never a solution to the problems. Anything posted on an Internet forum is considered "hearsay" by Disney. If you want them to act on a problem they need to hear from the member that had the problem with an accurate account of what happened. Only then can we hope for improvement.

 

[JimC]

Management can not fix what they do not know. Disney is first rate about service recovery (within reason). A call usually takes care of the problem while on property.

I also think a thank you note to whomever assists you when a problem occurs copied to their area leader and MS is also appropriate.

 

[JUDSON]

Originally posted by maminnie
Sounds like a great approach to your '05 trip. Would love to hear about the response you get.

After emailing MS, they emailed me back an automatically generated respose that said they will contact me within 2 weeks. I'll post their response as soon as I hear back. Thanks,
-Judson

 

[llp479]

We often leave a list of items in the unit that are broken, missing etc. when we check out. If anyone takes care of this, or just tosses it is anyone's guess. Any major problems that we find while there, are reported immediately.

I would like to see something like Marriott does when you stay in their units, a formal check list that includes things like how clean the unit was, how prompt problems were handled, the condition of the unit, dishes, etc. Maybe this would help to resolve some of the reocurring issues. If mgmt saw on every check list that the units weren't clean or items were missing, then they would know that had a problem, and not an isolated incident.

 

[beequeen]

Welcome tamu91 --- WHOOP! from College Station. Thses boards are great -very informative!

 

[JudithM]

I've said it before & I'll say it again ... if you have any issues, concerns, problems, etc. with your DVC unit, it is your responsibility as a member to let someone know at the time of your stay. DVC CMs want to hear from members .. they do listen to members. The options are many - front desk, housekeeping, engineering, etc.

The DVC Member Satisfaction Manager is also there for us to contact. Currently Jackie Lueders is back in the position.

 

[jaysue]

I make formal compliments to WDW mgmt and DVC as well to provide a balanced view approach

thanks
jaysue

 

[maminnie]

I just read the post on the furniture disrepair at BCV. This as well as the cleanliness and customer service issues are all absolutely amazing to me and very disappointing to say the least.

Thinking back to our '01 BWV as DVC members, I can now recall my mother commenting on when she left to go to Ebcot on her own one morning. Many of the villas were being serviced as she was leaving and the doors were open. She said she could not believe some of the things she saw; rooms a mess, garbage piled high, etc. I am beginning to believe that more frequent housekeeping and access to the villas may be the answer to some of these maintenance issues although I realize this is a money issue. Would the money balance out if items in the units would have to be replaced or repaired less often? DVC also has to provide the proper cleaning materials so people will do daily cleaning. When I was there in '01 BWV and '03 BCV, I had to go out and buy my own spray cleaner (like Fantastic) so I could keep things clean and sanitary in the kitchen and bathroom. This type of product and enough paper towels should be standard/provided.

I personally treat the villas like I do my home but we have to remember that some people treat their own homes poorly. Many people also have the attitude "I'm on vacation" why bother. I believe this occurs with renters and owners.

DVC/Disney has to come up with a better answer to housekeeping and maintenance and holding people responsible for excessive damage. No wonder our fees keep going up every year.

Thanks for listening. I just find this all so frustrating after making this investment in Disney.

I am looking forward to the reply that Judson gets in the next few weeks. I am considering sending out a similar letter or e-mail to Member Services. I am going to BCV and BWV with family in '05 and do not want to encounter the unacceptable issues and problems described on these boards.

 

[manning]

would like to see something like Marriott does when you stay in their units, a formal check list that includes things like how clean the unit was, how prompt problems were handled, the condition of the unit, dishes, etc.

Sounds like a good idea. Plus it should be on an addressed post card to DVC. I'd be more than happy to put my own stamp on it.

For what we paid for DVC, service should be stellar!!