How does dvc apologize for bad service?

[wilderness01]

disneyfan2kids wrote:


It's ironic how many people on these boards claim to dislike WDW and complain of the "cleanliness & rude CM's" and talk about selling all their points, etc...yet they're STILL on these boards.I would love to respond to that, because really you could be talking about me. Yes, I still frequent the boards, as you can see by my posts. Really my frequenting these boards and still loving WDW despite having put up with dirty rooms really doesn't have anything to do with the price of tea in China. The service and cleanliness have gone downhill in recent years. No one can argue that. It really is ashame. Will I stop going there? If it continues to get worse, sadly the answer will probably be yes. Just because I won't accept a dirty room with a smile doesn't make me a complainer and doesn't give you the right to say who can or can't frequent a public message board or who should or shouldn't vacation at WDW. You seem to be a new poster with only 54 posts behind your name, unless you have changed your handle or lurked for a long time and really have more. Seems a little judgemental for someone who hasn't been around all that long to say who can and can't post their thoughts here or just hang out here. I think I have the right to voice my opinion when things are so evidently wrong as does everyone else. And no, I don't just like to complain. You also seem to be a relatively new DVC member so really give some of us the respect that have been members longer than you and have experienced staying on points more times than yourself. If something isn't right, I'm not going to pretend it is. Housekeeping and general maintenance in the last few years have been severly cut and it shows. Good for you that you haven't experienced that yet or if you have, it doesn't bother you. You are lucky and I wish that would have been the case for us. But it hasn't been. Should everyone just blindly give their hard earned $$ to WDW and not question why there is a decline in general maintenance happening? Yet, everything, points, dinners, tickets, etc. keep going up? Sorry, but that is my God given right to expect a decent product, stay, dinner, etc. when I am paying for it. For you to imply anything else really is rude.

If WDW is so horrible, then why are these people hanging out on these boards talking about how horrible it is? If it's THAT bad, then stop vacationing there and stop participating in chat boards with others that love WDW.

Doesn't make much sense to me... seems like others just like to complain.
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[Chuck S]

. The service and cleanliness have gone downhill in recent years. No one can argue that.

Truthfully, I've noticed "changes", changes in policies, changes in the way some things have been done as membership increases...but I have NOT seen anything "go downhill." Not to say I haven't had some issues, but we had some issues 10 years ago as well...and they have always been handled quickly and politely by the staff at OKW.

 

[wilderness01]

Chuck, I am not exclusively speaking of OKW, but the resorts as a whole, the parks as a whole. I have noticed maintenance and cleanliness go downhill, which is just my opinion of course. For instance, the gardening used to be perfect. I can honestly say that I have seen overgrown shrubs, dead flowers, etc. Recently I was killing time waiting for my family to catch up to me and I was speaking to a man about his crews technique regarding gardening. I said it looks like things are not as maintained and he himself said "yes they have really cut back on the amount of people who do this and it shows." There are different instances as well in the resorts. There is a difference in cleanliness. Where once I thought it was top notch, now I have noticed it isn't. Again, just my opinion. Never before would you see overflowing garbage cans, now you do. Those streetsweepers used to be everywhere and it seemed like before the garbage hit the pavement it would be picked up. An exaggaeration I know, but that is how it seemed. Now sticky tables, overflowing garbage cans, garbage on the streets, unclean rooms, overgrown shrubs are more acceptable. I just find it really sad. It was cleaner years ago and I'm sure there were an equal amount of slobs and people who didn't clean up after themselves years ago, so why now does it really show? We have been going consistently 3 times a year for the last 6 years and really in my opinion you can see a slide backwards. Again, I just think it is really sad. When we stayed at the Portifino Bay last year it was immaculate. Our room was immaculate, the hotel itself, the pool, etc. It wasn't even comparable. No I don't like Universal better, it was just an honest observation. I thought to myself, wow this is so nice to go into a room and it is clean. We go to FL alot, and have stayed in SW FL where our room was also impeccable. There was no mold, dirt, sand all over, etc. It was clean, the hotel immaculate as well as the entire rest of the resort. All I am saying is that we all spend our hard earned $$ at WDW and we deserve a clean room, clean restaurant, clean park and clean restrooms. I do love it there and I try to look the other way. But it is so much more noticeable now and it really saddens me. Again, we can debate this until whenever, but the lack of people certain departments shows. I just wish that the powers that be would realize that many of us have noticed so they would do something about it.

 

[rbcheek]

We stayed in the BCV in April of this year for a whole week. We were given a handicap room, which is not so bad, but it has minor inconveniences, also we didn't recieve our mid week towel & trash service. When we complained, they sent us 2 towels, and told us next time we make ressies, we should specify a room number to make sure we get what we want.
Does that sound like an apology?

 

[fishermouse]

Why would you to expect DVC call you to see why you sold? Regardless of the points?

While I will admit things happen that shouldn't and maybe I am the only one but I have never been snubbed by a CM or anyone else because I was a DVC member.

I agree, I,ve only ever had minor problems hardly worth addressing, but CM's have always been polite and proffessional. Then again I don't complain much and little things don't seem to bother me.

 

[dumbo71]

disneyfan2kids wrote:


It's ironic how many people on these boards claim to dislike WDW and complain of the "cleanliness & rude CM's" and talk about selling all their points, etc...yet they're STILL on these boards.I would love to respond to that, because really you could be talking about me. Yes, I still frequent the boards, as you can see by my posts. Really my frequenting these boards and still loving WDW despite having put up with dirty rooms really doesn't have anything to do with the price of tea in China. The service and cleanliness have gone downhill in recent years. No one can argue that. It really is ashame. Will I stop going there? If it continues to get worse, sadly the answer will probably be yes. Just because I won't accept a dirty room with a smile doesn't make me a complainer and doesn't give you the right to say who can or can't frequent a public message board or who should or shouldn't vacation at WDW. You seem to be a new poster with only 54 posts behind your name, unless you have changed your handle or lurked for a long time and really have more. Seems a little judgemental for someone who hasn't been around all that long to say who can and can't post their thoughts here or just hang out here. I think I have the right to voice my opinion when things are so evidently wrong as does everyone else. And no, I don't just like to complain. You also seem to be a relatively new DVC member so really give some of us the respect that have been members longer than you and have experienced staying on points more times than yourself. If something isn't right, I'm not going to pretend it is. Housekeeping and general maintenance in the last few years have been severly cut and it shows. Good for you that you haven't experienced that yet or if you have, it doesn't bother you. You are lucky and I wish that would have been the case for us. But it hasn't been. Should everyone just blindly give their hard earned $$ to WDW and not question why there is a decline in general maintenance happening? Yet, everything, points, dinners, tickets, etc. keep going up? Sorry, but that is my God given right to expect a decent product, stay, dinner, etc. when I am paying for it. For you to imply anything else really is rude.

If WDW is so horrible, then why are these people hanging out on these boards talking about how horrible it is? If it's THAT bad, then stop vacationing there and stop participating in chat boards with others that love WDW.

Doesn't make much sense to me... seems like others just like to complain.
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WOW!!!! and ITA.

 

[byoung]

Complane and get a meal.

 

[dumbo71]

I had problems the last time WDW I first stayed at Pop Century. We checke din and the beds were obviously very dirty. They sent housekeeping to clean room again

We were told they would transfer our bags to BCV. They forgot so when we got to BCV they couldn't find the bags and got them delivered aobut 3 hours later (we had been to Blizzard beach that day - so no clothes for 3 hours), the room wa snot ready at 5:00 pm and we had to wait 1 hour.

Finally got into the room and the beds were dirty and bathroom filthy.

Contacted front desk and they had someone come and reclean the room and apologized.

Then 2 days later my rental SUV was keyed in the BCV parking lot. I had ot file a report.

I then transferred to Saratoga. They forgot to transfer the bags again and forgot to refrigerate the perishables even though they were marked

We ended up getting our bags and the manager contacted us to say he was giving us money to replace the milk, cheese etc that went bad.

To our dismay once again the room was dirty at SSR and they had to come clean The head of housekeeping contacted us and gave us free lunch at Rainforest Cafe which we thought was awesome

Next I got a call from BCV manager and she gave us free park hopper passes as she felt really bad about all that happneed and especially the keyting of our rental car on BCV property

Disney was over the top in my books at trying to compensate and make things right wiht what had happened.

I thought this was great and their attentiveness to these matters really showed they cared.

Now because of this I will definately go back to SSR and BCV

Whether this was resolved or not really doesn't matter. The fact that it even happened is shocking.

It is just further evidence of the overall decline of DVC and WDW. If you haven't noticed you are simply looking the other way. Wear and tear is one thing but service, dining, cleanliness have all drastically declined.

 

[Chuck S]

It is just further evidence of the overall decline of DVC and WDW. If you haven't noticed you are simply looking the other way. Wear and tear is one thing but service, dining, cleanliness have all drastically declined.

Again, you state this as fact, or somethig that can not be denied. Sorry if you were unhappy about receiving a Commercial Renter letter, but I have NOT noticed an overall decline at WDW. As I stated before, there have been changes, some good, some bad, but I would not categorize anything as a having "drastically declined." And no, I have not looked the other way...as I said in previous posts, we have had some minor issues (dating back to when OKW was the only DVC, and one semi-major issue. They were all handled professionally at the time, and in a timely manner, including a double charge for an annual pass (tried to charge to room, OKW computers were down, so used another card, when computers came back online, the room charge went through, too), missing bedspeads, water pouring into the bathroom from the room above, broken faucets in the bathtub and kitchenette, and a previous tenant who let their child get artistic with a magic marker on the walls, (the resort was full, and I didn't want wet paint everywhere, so we lived with it.)

If you see an overall decline, while some may be due to less maintenance or fewer employees (Orlando does have a labor shortage), the vast majority of maintenance problems are because guests have changed...no longer will people look for a trash can, they let their garbage fall from their hand. They put gum in attractios like Splash Mountain, they use the shrubbery for restrooms and diaper disposal areas. Guests trash hotel and DVC rooms with no regard. Guest "abuse" of the facilities is an increasing problem.

 

[drakethib]

Again, you state this as fact, or somethig that can not be denied. Sorry if you were unhappy about receiving a Commercial Renter letter, but I have NOT noticed an overall decline at WDW. As I stated before, there have been changes, some good, some bad, but I would not categorize anything as a having "drastically declined." And no, I have not looked the other way...as I said in previous posts, we have had some minor issues (dating back to when OKW was the only DVC, and one semi-major issue. They were all handled professionally at the time, and in a timely manner, including a double charge for an annual pass (tried to charge to room, OKW computers were down, so used another card, when computers came back online, the room charge went through, too), missing bedspeads, water pouring into the bathroom from the room above, broken faucets in the bathtub and kitchenette, and a previous tenant who let their child get artistic with a magic marker on the walls, (the resort was full, and I didn't want wet paint everywhere, so we lived with it.)

If you see an overall decline, while some may be due to less maintenance or fewer employees (Orlando does have a labor shortage), the vast majority of maintenance problems are because guests have changed...no longer will people look for a trash can, they let their garbage fall from their hand. They put gum in attractios like Splash Mountain, they use the shrubbery for restrooms and diaper disposal areas. Guests trash hotel and DVC rooms with no regard. Guest "abuse" of the facilities is an increasing problem.

Just as a follow up to what Chuck said.

Could it be possible that we as guest who frequent WDW more then the average begin to "look for faults"?

Hey don't get me wrong, if something is not right, the mouse sure needs to fix it as we give him big dollars each time we visit.

But are we getting nit-picky is some cases?

Do we notice trash cans more and burnt out light bulbs now that we are used to the "magic" around us? I will go out on a limb and say I am guilty of it at times. Maybe this stuff has been lik this for a long time and we are just now noticing it?

Again, I don't want to confuse the issue here, we are guest and there is a standard to be met, and if it isn't met, the mouse needs to get on it and get on it fast. Believe me, I am the first one to be at the front desk letting the CM's know if there is a problem that warrants immediate attention.

 

[dumbo71]

Again, you state this as fact, or somethig that can not be denied.

They put gum in attractios like Splash Mountain, they use the shrubbery for restrooms and diaper disposal areas. Guests trash hotel and DVC rooms with no regard. Guest "abuse" of the facilities is an increasing problem.

Sorry you don't agree.

Besides, You state things have NOT declined and then go on to balme the DECLINE on guests who "put gum in attractions like Splash Mountain " and "use Shrubbery for restrooms abd diaper disposals" You then state " Guest "abuse" of the facilities is an increasing problem.

Which is it? Either there is no decline or there is? Doesn't matter who is to balme. It IS there as you yourself state.

Whether you love DVC , hate commercial renters, posters who state things as fact and dare to question DVC, all of that is irrelevant. What is relevant is that you yurself HAVE noticed the differences but are just choosing to ignore or deal with the problems.

Sorry, I had $100,000 worth of reasons to expect a certain level of service, truthfullness and cleanliness. Those expectations weren't met so I sold a majority of my points. If it continues I'll be out all together.

What is worse, a poster stating as fact WDW and DVC are declining or 1000 or more of other guests who choose to ignore it?

I noticed the changes and have taken action not that you or DVC seem to care. I will continue to hold DVC accountable as we all should. This mass of owners who look the other way needs to stop. HOLD DVC TO A HIGH STANDARD, PLEASE.

 

[Chuck S]

Actually, I said "...I have NOT noticed an overall decline at WDW." I have not stated as fact that there has not been changes, like you stated as an undeniable fact that there has been a decline.

I also said "If you see an overall decline..." let me emphasize the YOU.

Wow, you were renting $100K worth of points (1200 to 1600 points) per year?

 

[rbcheek]

I have to agree with Chuck, most Americans have become slobs, (I'm American too), and I can't help but notice how parents don't teach kids how to take care of their surroundings (another seperate issue). Hence more mess for Disney crews to have to worry about. Regardless of the minor problems we have encountered over the years, Disney is still the best way to vacation with family.
Maybe we need to change our attitude as to what we expect for our money. Just because you spent 100 grand, what makes you think someone making minimum wage is going to constantly take care of the things we should be taking care of ourselves.
Enjoy your vacations, but don't make someones hard work even harder.
I'm sorry, I'll get off my soapbox now.

 

[Sammie]

Whether this was resolved or not really doesn't matter. The fact that it even happened is shocking.

It is just further evidence of the overall decline of DVC and WDW. If you haven't noticed you are simply looking the other way. Wear and tear is one thing but service, dining, cleanliness have all drastically declined.

If you personally experienced a decline in service, dining and cleanliness, then you have the right to be upset and deal with it as you see fit. But does it make you feel good for someone to post on here that you have no idea what you are talking about. No it doesn't.

So please do not assume everyone that has not had service problems is looking the other way. It simply is not the case for many of us. You can't expect us to respect your point of view when you constantly berate others for theirs and state that your opinion is the fact while other's are incorrect.

 

[DVCPAT]

It is just further evidence of the overall decline of DVC and WDW. If you haven't noticed you are simply looking the other way. Wear and tear is one thing but service, dining, cleanliness have all drastically declined.

We just returned from a great stay at VWL. I didn’t experience any problems you describe. As a matter of fact, I was hanging out in the WL lobby for about 60 minutes and had the manager approach me, just to make sure everything was OK.

I also watched the staff at Corral Reef handle a very demanding lady who held up the line for 10minutes. She went into detail about how she had to have two tables on the lower level and how much money she was spending at WDW. The staff handled her very well and ended up satisfying her requests.

A few other positive notes….I noticed little things like the CM sweeping up puddles after a short rainfall. I also think its great WDW has changed the menus for a healthier diet. We didn’t experience any problems at all…even checking our dog into the kennel went smoothly at a very reasonable $12.00 per night

 

[dumbo71]

Wow, you were renting $100K worth of points (1200 to 1600 points) per year?

No, I was using a majority for personal use and renting TWO reservations per year totaling about 400 - 500 points per year out of 1400+.

As for the other posts let me apologize for posting my views as fact. Here is the revision.


I have noticed a decline in WDW service, cleanliness, dining and truthfullness over my 12+ years of DVC ownership. Others may disagree, this is just my perception.

 

[dumbo71]

Just as a follow up to what Chuck said.

Could it be possible that we as guest who frequent WDW more then the average begin to "look for faults"?

Hey don't get me wrong, if something is not right, the mouse sure needs to fix it as we give him big dollars each time we visit.

But are we getting nit-picky is some cases?

Do we notice trash cans more and burnt out light bulbs now that we are used to the "magic" around us? I will go out on a limb and say I am guilty of it at times. Maybe this stuff has been lik this for a long time and we are just now noticing it?

Again, I don't want to confuse the issue here, we are guest and there is a standard to be met, and if it isn't met, the mouse needs to get on it and get on it fast. Believe me, I am the first one to be at the front desk letting the CM's know if there is a problem that warrants immediate attention.

Good post.

Visiting frequently gives DVC'ers a chance to see WDW often. So, yes, we may notice declines more than the average guest who visits once every five years or so.

 

[drakethib]

Good post.

Visiting frequently gives DVC'ers a chance to see WDW often. So, yes, we may notice declines more than the average guest who visits once every five years or so.

Well not getting into the decline or not decline debate, just saying maybe these things have been like this for the last ten years or so and we just notice them more since we make so many trips. I am not sure if I can be a judge on this or not as I have only been a DVCer for the last 4 years.

I will say the few issues have had were taken care of to my satisfaction by the mouse.