If there's a problem with your room....

[rillsung]

And it's a serious one or many issues... do they compensate you? How? I know at other resorts, we've been refunded a night's stay, etc, but here they can't really do that, right?

Thanks!

 

[cvjw]

I've seen posts where other members got credit to their accounts, etc, but the one time we had a major problem, we got nothing. We had 2 nights in June in a 2 bedroom villa at Kidani with no air conditioning. We had to spend countless trips to the front desk to get the air working properly and didn't even get an "I'm sorry that your villa is so unbearably hot"!!

 

[perdidobay]

During one stay at BWV, they had issues with villas on our floor ( the water heaters weren't working), and they had it all fixed except our villa. After 2 days of cold showers and being told for 2 days in a row that the problem would be fixed "in a few hours" I went down to the front desk and asked to speak to management. I told her that I understood things broke from time to time but when I had been told numerous times something that they knew wasn't true my patience was wearing thin. She offered to refund a nights points to our account, I didn't ask for anything, it was offered to me. The points were refunded to our account. One more day later we finally got hot water again.
I felt that was the least they could have done.

 

[Debbie & Bill]

I had a filty room at BWV years ago, food stuck on forks crayon on walls and dust on the fan blades moldings, soap scum, really bad etc. I brought the front desk manager to the room showed her this, she called the housekeeping manager in. I told them I don't live like this! They asked for a suggestion of compensation, I wanted a replacment night, they agreed and I got a letter for a night.

 

[Debbie & Bill]

During one stay at BWV, they had issues with villas on our floor ( the water heaters weren't working), and they had it all fixed except our villa. After 2 days of cold showers and being told for 2 days in a row that the problem would be fixed "in a few hours" I went down to the front desk and asked to speak to management. I told her that I understood things broke from time to time but when I had been told numerous times something that they knew wasn't true my patience was wearing thin. She offered to refund a nights points to our account, I didn't ask for anything, it was offered to me. The points were refunded to our account. One more day later we finally got hot water again.
I felt that was the least they could have done.

I feel your pain, and know what you been thru. Not to that extent but over the past few years it seems it's pot luck if you get a good room and when you complain your not sure if someone is going to fix anything. Almost seems that they want to wait till you check out, and the next guy could care less

 

[quirty30]

We had a bit of a fiasco last year at AKV. I won't go into great detail, but we were asked to make do with an unacceptable room for one night and then promised we would be moved by 11AM the next day. Apparently the night manager forgot to notify the next shift of her promise. We finally asked about moving around 11AM, there was nothing noted in the system but I had the first & last name of the manager I spoke with. The finally moved us, but only got it right after the 2nd try and we were pretty fed up with traipsing around with our bags. Our compensation was the "cash equivalent" of the one night and we were told that refunding points back to our account was never a possibility.

I think it's quite interesting that some people get no compensation whatsoever and others get varying degrees of compensation. There really doesn't seem to be any rhyme or reason involved.

 

[ssawka]

If you don't get any satisfaction from the resort management, contact Member Satisfaction. You can email them through dvcmember.com. I think you may get a better response through them since I think many of the resort managers find DVC to be a burden to them.

 

[disneynutz]

And it's a serious one or many issues... do they compensate you? How? I know at other resorts, we've been refunded a night's stay, etc, but here they can't really do that, right?

Thanks!

It all depends on who you are dealing with. We are currently at SSR and we never got a room ready call after checking in. Long story short and several trips back to the Front Desk, we got a clean room at 6:30. They did give us a $100 room credit for our troubles.

After talking to several managers I found out that Disney is really putting on the pressure to maintain 100% occupancy. As a result, there isn't any spare rooms and the Mousekeepers can't keep up with the cleaning. There are special cleaners that respond to complaints and a new special manager to deal with the problems.

Bill

 

[Chuck S]

MAny years ago, there was an unsealed drain pipe from the bathub on the floor above us, in a brand new OKW building. Water was pouring into our bathroom through the exhaust vent in the ceiling. Maintenance fixed it right away, and we received a free dinner at Olivia's. That is really the only major problem we've had.

I've gotten into the habit of running everything I plan to use through the dishwasher before use, though I've never found any dried on food, except for a small bit of egg on a fork that the dishwasher could have missed. But you even get that occasionally in restaurants.

 

[n2mm]

This May we had trouble with our AC for the first 3 days of our stay. The AC ran non-stop and by day 2 we realized it wasn't really getting very cool. We called and reported it and the folks were in and out of our room over several days. We also did not have a curtain on the door of our living room (BLT) which made it even warmer and too bright for naps. By day 3 and after speaking with the manager, we thought we were going to be moving and surprisingly the curtain appeared (which we were told they could not find one anywere) and the AC got fixed. It was not a nice picture in our room when you entered and we had a blanket hanging on our door to keep the sunlight out so the little ones could nap. We got an apology from the manager and the maintenance guy felt bad too. He tried to replace the stat for the AC and it didn't help. All he could do was bleed the stat. No we didn't get any compenstation, or gift cards, or points back in our account. Yes we talked to the staff daily and talked with the manager. We got 3 days of wondering each day when we returned if it would be cool and if we would have a curtain. I did write MS upon my return. During my stay last month, DVC did send me a gift basket with lots of DVC goodies in it as an apology for my not so great first visit to BLT 6 months earlier.

 

[sssteele]

Opened our room (1BR) at Kidani only to discover that luggage and groceries from previous occupant were stll there. Cleaning was not completed as a result. We called the front desk, and within minutes a bellhop and the manager appeared. The bellhop removed the luggage, etc., and the manager asked if we were willing to wait a bit for another room with a better view. We said certainly, and he surprised us with a $300 credit on our room account. My wife and I both concluded that because we were "nice" and had a "mistakes happen" attitude, the credit was extended. If we were obnoxious and demanding, I believe we would have waited while the original room was cleaned, and received no compensation. Respect and civility are often rewarded.

 

[dianeschlicht]

MAny years ago, there was an unsealed drain pipe from the bathub on the floor above us, in a brand new OKW building. Water was pouring into our bathroom through the exhaust vent in the ceiling. Maintenance fixed it right away, and we received a free dinner at Olivia's. That is really the only major problem we've had.

I've gotten into the habit of running everything I plan to use through the dishwasher before use, though I've never found any dried on food, except for a small bit of egg on a fork that the dishwasher could have missed. But you even get that occasionally in restaurants.

Chuck, would that have been January of 1999? We were in a GV then, and DS was in the shower when the maintenance came in because water was pouring into the unit below!

 

[robinb]

And it's a serious one or many issues... do they compensate you? How? I know at other resorts, we've been refunded a night's stay, etc, but here they can't really do that, right?

Thanks!

I have had points for a night returned to my DVC account and I have also had cash credited to my portfolio.

 

[Chuck S]

I don't remember the year. It was when the South Point units were brand new.

 

[WilsonFlyer]

You might want to read my posts from this morning. I think you will find them quite enlightening.

http://www.disboards.com/showthread.php?t=2613611

 

[PatsMom]

We had big time problems with the shower at our OKW one bedroom villa a few years back. The hot water was out for our area and the workers used our unit to drain the pump before they could repair it. They asked our permission to do so since the unit on the second floor which was actually closer, had a small baby and it was already late at night.

They drained the pump into the whirlpool tub leaving slimy residue all over it. Also, when they finally left and one of the teenagers tried to take a shower, the sludge in the lines forced the shower head off the pipe. My husband tried to screw it back on but the threads were stripped. We called maintenance and I took the girls to the pool to shower.

Maintenance showed up around midnight, woke us up, and said they could not fix the shower. Someone would be there the next day. In the morning, my husband and I headed for the pool area to shower. When we returned to the room, expecting a repaired shower, no one had been there. The girls could not use the tub because it was filthy - the same maintenance people had promised to send housekeeping to take care of it. Back to the pool showers I went with the teenagers while my husband called maintenance again.

Once again maintenance showed up at 1 in the morning to say they could do nothing. While I was at the pool showering in the morning, my husband finally went to the front desk and said that this was unacceptable. The manager promised that all would be rectified that day and put a $100 credit on our account to pay for dinner in a park he said. When we got back, the room was immaculate. The shower was fixed. We don't know what the miscommunication with maintenance was but once we got management involved, it was all corrected.

 

[wbl2745]

We checked in at AKV on 12/1 and my brother's room hadn't been cleaned. You can read the story here. It is about 2/3 of the way down the post. Short version is that they gave us $480 in credit.

 

[rillsung]

Thanks for all of your responses! We have a lot of experience with the All-Star, where we do understand you get what you pay for LOL! However, there can always be problems with the rooms so I was just wondering what they do to make things right. Somehow it seems like others tend to get room refunds when we don't. Not sure if they just complain more about all the little stuff or what.

 

[robinb]

Thanks for all of your responses! We have a lot of experience with the All-Star, where we do understand you get what you pay for LOL! However, there can always be problems with the rooms so I was just wondering what they do to make things right. Somehow it seems like others tend to get room refunds when we don't. Not sure if they just complain more about all the little stuff or what.

So, what happened?

 

[momof2disprincesses]

We arrived at Kidani last June at noon. We knew check in was 4pm, so we didn't expect a room to be ready but we were assured the room would be ready by 4pm at the latest. So we headed to the pool and then 2 of us took a taxi to Wal-Mart around 3:30pm. We arrived back at Kidani at 4:30pm with several hundred dollars worth of groceries, including many frozen items. There were 9 of us in a 2 bedroom villa for a week and we planned to eat in the room as much as possible.

We called on our way back in the taxi and were told our room still wasn't ready. I was shocked as we were assured it would be by 4pm. So when we arrived, I nicely asked to see a manager and explained everything. She was very kind and offered to store our groceries for us, even let me go back there so I personally could put the freezer & fridge foods in their freezer/fridge. Our room was finally ready about 5:30pm and we were given a credit of $480, the equivalent of half a night's room rental had we paid cash & rack rates.

I was very satisfied with this and the rest of our trip was fabulous!