How to report problem with a stay?

[dsanner106]

I am wondering what the best way is to report issues with our recent stay at Animal Kingdom Lodge. I anticipated getting an email with a survey but did not, and my wife is adamant that I track down the right person and let them know. We normally take 3 DVC trips a year to Disney, having built our points up over a long time, to catch the Food and wine fest, Flower and garden and a holiday trip. This year I found a 4 night stay available in the Grand Villa at AKL and with my wifes encouragement used the years points for the 4 night stay, eliminating our other trips. When we checked in we found the sofa bed still partly open, and some general disarray, but then discovered a pile of very wet towels on top of a padded bench in the bedroom. The bellman collected the towels and promised to report all. We did not hear anything from the desk, and when my daughter arrived and used that room, she had placed her duffel suitcase on the bench for the stay, not knowing about the towel issue. I never thought about the top retaining all that water and never entered my mind to warn her. 4 days later, she found the bag had absorbed a lot of water from the bench and smelled, so we packed her clothes in plastic grocery bags for the trip home. Since the trip my wife has asked several times about the survey and as it has not arrived, how we can call someone at the AKL that can at least see that something like this does not happen to others. I have never filed a complaint with Disney and don't see numbers other than general ones online, would anyone know a direct number to speak with someone at AKL or a person I can request?

 

[disneyseniors]

I had several problems a few years ago. I just got on the WDW website, and sent a complaint email to customer service. They got back to me within a week with a phone call from a very nice lady who gave us free days and some extras. We did not want or expect any freebies, but we wanted management to know what had happened so they could fix it. I never tried a phone call, but received one from Disney. Hope they work something out for you.

 

[Accident]

I've never seen a how was your stay survey, usually they are a "how was the park on your stay" and less and less coming lately.

WDW Guest Services: guest.services@disneyworld.com its a general email but it's the complaint and praise email address. Leave your name and number and i have had lots of success using that one and always get a call if I ask for one and many times when I don't. It'll also go into your profile so on future trips, someone will see you had a previous bad experience and probably spread some extras your way. (like when they are looking for people to room upgrade, etc).

for akl:

2901 Osceola Parkway
Lake Buena Vista, Florida 32830-8410
(407) 938-3000

you can find this for any resort but looking them up on the website and going to the resort overview. they each have a different phone number although I can't tell you if it actually goes direct to the resort.

I am not a member of DVC so I can't offer any contact information on how to also let them know of your issues with a dvc stay.

 

[WDWNY]

I've sent emails to the guest service email before to mention some amazing cm's we've encountered throughout the trip. I always get a call telling me they will inform their leaders about their work even though I never ask them to call.

 

[PCFriar80]

I am wondering what the best way is to report issues with our recent stay at Animal Kingdom Lodge. I anticipated getting an email with a survey but did not, and my wife is adamant that I track down the right person and let them know. We normally take 3 DVC trips a year to Disney, having built our points up over a long time, to catch the Food and wine fest, Flower and garden and a holiday trip. This year I found a 4 night stay available in the Grand Villa at AKL and with my wifes encouragement used the years points for the 4 night stay, eliminating our other trips. When we checked in we found the sofa bed still partly open, and some general disarray, but then discovered a pile of very wet towels on top of a padded bench in the bedroom. The bellman collected the towels and promised to report all. We did not hear anything from the desk, and when my daughter arrived and used that room, she had placed her duffel suitcase on the bench for the stay, not knowing about the towel issue. I never thought about the top retaining all that water and never entered my mind to warn her. 4 days later, she found the bag had absorbed a lot of water from the bench and smelled, so we packed her clothes in plastic grocery bags for the trip home. Since the trip my wife has asked several times about the survey and as it has not arrived, how we can call someone at the AKL that can at least see that something like this does not happen to others. I have never filed a complaint with Disney and don't see numbers other than general ones online, would anyone know a direct number to speak with someone at AKL or a person I can request?

This is the e-mail address you should use:
wdw.guest.communications@disneyworld.com

Be very specific with the issue, timeframes and names of CMs you spoke with. As a DVC member, I would also let them know about the issue directly through their website sharing the same information you are sending to the above e-mail address.

 

[goofy4tink]

The above email is perfect. I've used it myself. But....I've only used it when I didn't get any satisfaction at the resort while there. It is always best to address any issues while you are there, in person. If you don't get the response you hoped for, then sure, send an email.
The really funny thing is that the two times I've needed to report an issue were both at AKL. Once at Jambo House, once at Kidani. I tried dealing with both issues in person, but got no satisfaction at all. So, off went the emails.

 

[bumbershoot]

Definitely do what people said. Also write to member services.


But...

my wife is adamant that I track down the right person and let them know.

The best way to accomplish this would have been to go right down to the front desk the moment you saw the general disarray, wet towels, and open sofabed and have them actually clean the room. Don't rely on bell services to report things for you; YOU need to report it, and alas pressing "front desk" gets you to a call center offsite (and often out of state).

 

[OKW Lover]

I am wondering what the best way is to report issues with our recent stay at Animal Kingdom Lodge.

The best way to deal with any issues is to address them when they happen. Talk to the people at the front desk and/or the manager on duty. That way you get immediate remedies and help other travelers avoid a similar fate.

Since the OP is no longer at the resort, the next best solution is to write to guest relations and give them your feedback.

 

[Dave006]

I am wondering what the best way is to report issues with our recent stay at Animal Kingdom Lodge. I anticipated getting an email with a survey but did not, and my wife is adamant that I track down the right person and let them know..... I have never filed a complaint with Disney and don't see numbers other than general ones online, would anyone know a direct number to speak with someone at AKL or a person I can request?

Since you were staying as part of the DVC, I would suggest that you contact the DVC directly.

Here is the general email address: dvcmembersatisfactionteam@disneyvacationclub.com

If you want to send standard mail, here is the address and the general phone number:

General Number: (407) 566-3000

Disney Vacation Development, Inc.
Attn: Mr. Shannon Sakaske, VP DVC Member Experiences & Club Management
1390 Celebration Blvd
Celebration, FL 34747-5166

Dave

 

[mikedoyleblogger]

Ditto that if you contact guest services with the details of what happened during your stay, they will make it right for you. In the future, though, don't rely on staff to tell the front desk that you're having a problem. You have to report issues the moment they happen, and you have to report them yourself. Then again, I'm that guy on TripAdvisor who brought a live roach that had crawled out from under our bed, in a drinking cup, at midnight, down to the front desk at the Grand Californian in Anaheim. Sometimes at Disney if you want your issue fixed immediately, you just have to be immediate and blunt. We got a new room and an immediately comped day for reporting it when it happened.

 

[wilkeliza]

Since you used DVC point you may also want to contact member services as well.

 

[Deb & Bill]

Since you used DVC point you may also want to contact member services as well.

They will just refer you to Member Satisfaction. The address was given above.

 

[Lovinallthingsdisney]

The really funny thing is that the two times I've needed to report an issue were both at AKL. Once at Jambo House, once at Kidani. I tried dealing with both issues in person, but got no satisfaction at all. So, off went the emails.

I , unfortunately, was compelled to file a complaint after a stay at AKL Jambo as well. This is the only time I have ever "complained" about a Disney stay. My email was answered right away and then followed up with a phone call by an excellent customer service member. At the very least, she made me feel better to just "vent" my issues. My biggest issue was just to keep anyone else from having to deal with the same things we did.

 

[wilkeliza]

They will just refer you to Member Satisfaction. The address was given above.

Thanks. Had no clue they had 2 separate departments.

 

[bumbershoot]

The really funny thing is that the two times I've needed to report an issue were both at AKL. Once at Jambo House, once at Kidani. I tried dealing with both issues in person, but got no satisfaction at all.

The place we've had issues is those two, too. They did take care of things, though. It's where I found that $200 on your account is where Disney starts, and they do it with minimal complaining. (money doesn't help situations, but we weren't going to turn it down)

 

[maxiesmom]

Always best to handle these things while you are there. However I have had great luck with at least getting my point of view across after the fact too. Twice I have received phone calls when my problem wasn't fixed to my satisfaction while at WDW. Good luck.