How is the best way to contact member services about a recent stay?

[cvjw]

I contacted member services via email thru the DVC website a week and a half ago, and no-one has ever called me back. This was in reference to a less than stellar recent stay at the Poly Villas. I really want to talk with someone about this stay, so is there a better way to contact member services?

We had villas 3111 and 3112 in Pago Pago and were right by the parking lot/construction site. We were awakened at 6:45 AM one morning by the construction right outside our villas. What a joy to be awaked that early on vacation

Our balconies were basically unusable due to traffic noise, parking lot noise and construction worker noise.

3 of our 4 showers had to be worked on by maintenance to be usable. One sink barely drained.

We did direct to room check-in, only to arrive at our villas where 1 of 4 magic bands worked. We could only get into one villa - no magic bands would open the other villa.

There were other things, but these are main complaints. We could not wait to leave the Poly Villas. No points there for us!

 

[erionm]

You should direct your comments to the DVC Member Satisfaction Team: dvcmembersatisfactionteam@disneyvacationclub.com

 

[cvjw]

You should direct your comments to the DVC Member Satisfaction Team: dvcmembersatisfactionteam@disneyvacationclub.com

Thanks

 

[skier_pete]

I'm sorry you had that experience. We had MB issues getting into our room on the last stay at SSR, we couldn't get in at all. The time before we were locked out midway through our trip because we had a split stay (this was at CBR, so not DVC). I complained both times - because in both cases our room was a LONG way from the front desk. The showers and the sink are pretty ridiculous in a "new" construction - I would be pretty ticked about that as well.

The construction noise sounds like a bummer especially starting at 6:45 AM, but honestly they have been broadcasting pretty well to expect construction across the resort. We are staying in September and we even got an email warning us about the construction. So while you can complain about that if you wish, it seems a little harsh to expect them to respond about something that you were told about in advance.

 

[disneynutz]

DVC issues should be reported to: dvcmembersatisfactionteam@disneyvacationclub.com

Resort issues should be reported to: wdw.guest.communications@disneyworld.com

I would report all of your issues to both, the construction is to be expected that's why I advise not to stay at a new resort for at least a year.

Bill

 

[CMNJ]

The construction noise sounds like a bummer especially starting at 6:45 AM, but honestly they have been broadcasting pretty well to expect construction across the resort. We are staying in September and we even got an email warning us about the construction. So while you can complain about that if you wish, it seems a little harsh to expect them to respond about something that you were told about in advance.

Except the letter explicitly states construction will not start until 9 am daily so I personally would be mad to be woken up over 2 hrs before that-the warning isn't helpful if it isn't the truth lol

 

[PlutoFan10]

Great to have this contact information on hand! Thank you!

We seem to be reading about plumbing issues at Poly a lot! Sounds like it was poorly done in the rehab.

Sorry for your issues with construction noise, OP. This is taking SO long to complete! They were working on the parking lot when we were there early April 2014!

 

[cvjw]

The construction noise sounds like a bummer especially starting at 6:45 AM, but honestly they have been broadcasting pretty well to expect construction across the resort. We are staying in September and we even got an email warning us about the construction. So while you can complain about that if you wish, it seems a little harsh to expect them to respond about something that you were told about in advance.

Except for the fact that the letter we received from the Poly before our stay stated that no construction would start before 9:00 AM, so I took Disney at their word. Last time I checked, 6:45 AM is well before the 9:00 AM stated starting construction time, and is unacceptable in my opinion. I know Disney does have to do construction at the resort, but they also need to RESPECT their guests that are already staying at the villas

 

[skier_pete]

No, I'm agreeing with the 6:45 AM Is too early part - but you also said you couldn't use your balcony all day because of the construction noise - my point being that was to be expected. Personally I would've complained about the 6:45 AM construction noise at the time it happened. (Call down to the front desk.) As you say, they did say nothing before 9 AM.

 

[cvjw]

Just wanted to update that I was just contacted by DVC. The CM that I spoke with was very helpful and interested in hearing feedback from members about the new Poly villas. She stated that she had heard the same story from numerous members about the plumbing issues and the need to reclassify the standard villas that overlook the parking lot into a different booking category. She said she would forward the feedback I gave her to the right DVC person and hopefully get these villas reclassified. She did say this was the process that occurred before some villas at BWV were classified.

She also stated that we should have been moved to different studios by the Poly management after having so many plumbing issues and being right next to the construction zone. Of course that did not happen, but maybe it will be better for the next guests that occupy those villas.

 

[jerseygal]

Just wanted to update that I was just contacted by DVC. The CM that I spoke with was very helpful and interested in hearing feedback from members about the new Poly villas. She stated that she had heard the same story from numerous members about the plumbing issues and the need to reclassify the standard villas that overlook the parking lot into a different booking category. She said she would forward the feedback I gave her to the right DVC person and hopefully get these villas reclassified. She did say this was the process that occurred before some villas at BWV were classified.

She also stated that we should have been moved to different studios by the Poly management after having so many plumbing issues and being right next to the construction zone. Of course that did not happen, but maybe it will be better for the next guests that occupy those villas.

SO MANY complaints about the plumbing issues, draining of showers. HOPE that you get some satisfaction! I am sure that it is disappointing to feel that "you could not wait to leave the Poly villas".

 

[cbnsoul]

Checked in to the Poly villas, lake view, last night. No major plumbing issues to report so far but had a horrible check in. No text by 4:30 so went to the front desk. Our room wasn't ready (30 minutes after it was supposed to be) so they say they will move is to a room that is. Turns out they cancel then rebook the entire reservation which ends up taking over an hour (at which point the original room was probably ready). We get to the room and one of our MB doesn't work, it's an accessible room (which we were never told) and there are no sheets on the bed. Trudge back down to the lobby and are told the only difference between an accessible room and a regular room is the door (not true) and they will send someone to fix the MB and make sure it works. 45 minutes later, we find out it does, and we actually have sheets. This process ended up taking over 2 hours and we went from a more desirable, 2nd floor regular room, to a 1st floor accessible one.

In contrast, checked into BLT prior with no problems with our MB and received the text and email prior letting us know the room was ready. On to BCV tomorrow and am hoping for a BLT-like experience instead of last night's mess!

 

[jerseygal]

Not good. HOPE that you have a BETTER experience at BCV!Enjoy Stormalong..one of my favs!

 

[cvjw]

Checked in to the Poly villas, lake view, last night. No major plumbing issues to report so far but had a horrible check in. No text by 4:30 so went to the front desk. Our room wasn't ready (30 minutes after it was supposed to be) so they say they will move is to a room that is. Turns out they cancel then rebook the entire reservation which ends up taking over an hour (at which point the original room was probably ready). We get to the room and one of our MB doesn't work, it's an accessible room (which we were never told) and there are no sheets on the bed. Trudge back down to the lobby and are told the only difference between an accessible room and a regular room is the door (not true) and they will send someone to fix the MB and make sure it works. 45 minutes later, we find out it does, and we actually have sheets. This process ended up taking over 2 hours and we went from a more desirable, 2nd floor regular room, to a 1st floor accessible one.

In contrast, checked into BLT prior with no problems with our MB and received the text and email prior letting us know the room was ready. On to BCV tomorrow and am hoping for a BLT-like experience instead of last night's mess!

I think that some of the Poly check-in staff need a little more training sorry you had a bad experience. We also had a totally different check-in experience at BLT - it was like night and day how I was treated by the BLT CM's and the Poly CM's.

 

[disneynutz]

Checked in to the Poly villas, lake view, last night. No major plumbing issues to report so far but had a horrible check in. No text by 4:30 so went to the front desk. Our room wasn't ready (30 minutes after it was supposed to be) so they say they will move is to a room that is. Turns out they cancel then rebook the entire reservation which ends up taking over an hour (at which point the original room was probably ready). We get to the room and one of our MB doesn't work, it's an accessible room (which we were never told) and there are no sheets on the bed. Trudge back down to the lobby and are told the only difference between an accessible room and a regular room is the door (not true) and they will send someone to fix the MB and make sure it works. 45 minutes later, we find out it does, and we actually have sheets. This process ended up taking over 2 hours and we went from a more desirable, 2nd floor regular room, to a 1st floor accessible one.

In contrast, checked into BLT prior with no problems with our MB and received the text and email prior letting us know the room was ready. On to BCV tomorrow and am hoping for a BLT-like experience instead of last night's mess!

Sadly this isn't just a Poly issue, we have had similar experiences at other DVC resorts over the years. As far as the 4:00 check in time, Disney changed the wording to "after" 4:00 a few years ago so in their minds they are never late getting you into your room.

Bill

 

[cbnsoul]

Sadly this isn't just a Poly issue, we have had similar experiences at other DVC resorts over the years. As far as the 4:00 check in time, Disney changed the wording to "after" 4:00 a few years ago so in their minds they are never late getting you into your room.

Bill

Bill,

I'm glad you mentioned that. I think I'd forgotten the "after" 4pm availability rather than "by" 4 as most of our rooms have thankfully been ready by that time.

 

[southerngirl528]

Hi Cvjw, so sorry to hear your Poly Villas stay was way less than satisfactory. While I think it's great and important that you want to contact MS about your stay, you never mention that you went to the resort while there to deal with the unsatisfactory RESORT issues. The resort cannot correct what it doesn't know about.

If a member (or non-mbr for that matter) EVER, ever has resort issues it is imperative that those complaints be directed immediately to the resort staff. If no one seems willing or able to assist, politely ask for a manager. While it is always good to let MS know about issues like you had, it is very possible that the resort could have remedied many or all of the issues DURING your stay.

We checked in to a Studio at the Poly Villas in early May. I got the text about our room being ready (we already had MB's from previous stays, plus we're local), but I needed to drop our bags off w/Bell Svcs as we were a very early arrival (late morning), so I double checked on the location of the room my text said was ready. I had purposely requested AWAY from the parking lot, stating I didn't really care what my standard view studio looked out upon, but that it MUST be a quiet location as I have serious insomnia. Sure enough, they had assigned me a parking lot view room. I knew from being on property several times recently that there would be noise starting early. The FD CM took just a very few minutes getting me a new room with a view that looked between Tonga and Pago Pago, which was great.

There is no reason someone should have to "cancel and rebook" a rez to reassign the room. Crazy. Personally I think DVC simply opened this resort too early. They should have waited until there was far less hubbub associated with construction. We very much enjoyed our stay after getting the room in a reasonable location (we didn't have a view, but I didn't care) and the thermostat issues overridden. OP, glad you've heard back from MS.

 

[cvjw]

Hi Cvjw, so sorry to hear your Poly Villas stay was way less than satisfactory. While I think it's great and important that you want to contact MS about your stay, you never mention that you went to the resort while there to deal with the unsatisfactory RESORT issues. The resort cannot correct what it doesn't know about.

If a member (or non-mbr for that matter) EVER, ever has resort issues it is imperative that those complaints be directed immediately to the resort staff. If no one seems willing or able to assist, politely ask for a manager. While it is always good to let MS know about issues like you had, it is very possible that the resort could have remedied many or all of the issues DURING your stay.

Yep, I went to the front desk three separate times. Once to get the magic bands to work, and two other times to report the showers that didn't work. The funny thing about it was that the same female manager was there all 3 times. She recognized me (probably because I had been there so much) and always told me "that she hoped my day got better". She even saw me another time in the lobby, recognized me and asked how everything was. I told her my concerns about the early construction hours, all the construction fences, the construction noise, and she told me the same thing "hope your day gets better, and give us another try after the construction is finished".

According to DVC, she should have offered to move us and given us some pixie dust. She did neither. I am glad that you got a better manager. I just think some of the front desk staff needs more training.

 

[southerngirl528]

Wow, cvjw. That's pretty pitiful. When I know my request(s) are reasonable, as your needs/requests most assuredly were, I am nice, but rock solid firm that I want something done. As my grandma used to say you can catch more flies with honey than vinegar, but also sometimes you need to be an "iron fist in a velvet glove".

 

[disneynutz]

Yep, I went to the front desk three separate times. Once to get the magic bands to work, and two other times to report the showers that didn't work. The funny thing about it was that the same female manager was there all 3 times. She recognized me (probably because I had been there so much) and always told me "that she hoped my day got better". She even saw me another time in the lobby, recognized me and asked how everything was. I told her my concerns about the early construction hours, all the construction fences, the construction noise, and she told me the same thing "hope your day gets better, and give us another try after the construction is finished".

According to DVC, she should have offered to move us and given us some pixie dust. She did neither. I am glad that you got a better manager. I just think some of the front desk staff needs more training.

What DVC thinks should happen and what the resort thinks or does are often two separate things. They are different departments and the resort has to put their cash guests first. On a couple occasions we have had room issues that should have caused a room move but the front desk would say, "oh, your DVC we can't move you".

Bill