Is there a flagged list of members that complain?

[Cheshire Figment]

This all makes sense except I'm confused by the bolded part. "Warned"? Of what? It's up to Disney about any compensation so I don't understand the warning bit.

I have been involved three times in when warnings were given. These were people who more than once "did not understand their ticket entitlements" and were given additional ticket entitlements as compensation. In each situation notes were added, by the manager, that they were not to have such exceptions in the future. And the manager also warned them that this would be the last time they would get the free upgrade.

I have also seen similar warnings in the notes and have told Guests that on {date} they were told they would not get upgrades in this situation in the future.

We only give such warnings (or cutoffs) when this same situation is under the Guests control and has happened several times.

 

[KAT4DISNEY]

I have been involved three times in when warnings were given. These were people who more than once "did not understand their ticket entitlements" and were given additional ticket entitlements as compensation. In each situation notes were added, by the manager, that they were not to have such exceptions in the future. And the manager also warned them that this would be the last time they would get the free upgrade.

I have also seen similar warnings in the notes and have told Guests that on {date} they were told they would not get upgrades in this situation in the future.

We only give such warnings (or cutoffs) when this same situation is under the Guests control and has happened several times.

Ah - understood now. Thanks for clarifying!

 

[mmmagic7754]

Yes you do get on a list if asking for compensation is your norm

 

[disneynutz]

I'm sure that I am on the list for the resorts and for DVC. I never ask for anything other than a clean room in working order.

Sometimes they give you things for your inconvenience sometimes they don't. At SSR we had a "Guest Show Manager" visit our room after we had to wait for our room until 7PM only to find out that it hadn't been cleaned. He asked us what could he give us to make us feel better, I told him that we would feel better if they would just do their job and have someone inspect the rooms before guests check in. If I remember correctly we found out later that they gave us a room credit.

Bill

 

[Belle & Ariel]

There is a system in place at WDW that keeps track of all Guest complaints where any level of compensation was provided. When I am in Guest Services and I do something that is an "exception to policy" I have to make an entry in the tracking system with the name, address and phone number of the Guest, what the problem was, and what I did to compensate the Guest. I generates an "incident number" which I have to record in the transaction.

If a person comes up to us we can look them up in this system and see how often they get special actions taken. If the notes show they have been warned in the past I can either make a decision on the spot or call for a manager for further review and discussion with the Guest.

On our trip two weeks ago a form was filled out twice which I had to sign. We bought waterpark tickets and I gave the DVC card but did not get discount. I was then given a gift card for the difference and signed a slip. A few days later I bought tickets for MNSSHP at Downtown Disney and had to sign one of those forms again to get DVC discount. He said they usually cannot sell at that price. What was that all about?

Am I on a list? Other than that, I have a "Clean record"

And I did keep my eyes out for you at TL each day--are you still there?

 

[hakepb]

On our trip two weeks ago a form was filled out twice which I had to sign. We bought waterpark tickets and I gave the DVC card but did not get discount. I was then given a gift card for the difference and signed a slip. A few days later I bought tickets for MNSSHP at Downtown Disney and had to sign one of those forms again to get DVC discount. He said they usually cannot sell at that price. What was that all about?

Am I on a list? Other than that, I have a "Clean record"

And I did keep my eyes out for you at TL each day--are you still there?

I think you are only supposed to buy DVC discounted tickets by calling Member Services or possibly using online ticketing.
(When calling Member Services, you can get your tickets via Will Call pickup your actual tickets at Guest a Services

 

[Simba's Mom]

I must admit that I did kind of wonder about this once. One time when we checked into HHI, our first night was in a studio and it was late at night when we checked in. Not surprisingly, we got a HA studio, and the CM was very apologetic, saying "I know you don't like getting HA villas, but we promise that the 1 BR you're in for the rest of the week is lovely." (which it was). The first several times at WDW after we became DVC members, we'd gotten HA villas more often than not, and although I didn't complain, I DID finally ask "Why is it that we always seem to get the HA villas?" Of course the CM at WDW had no answer the day I asked. So I kind of wondered how the word got around about me.

 

[KAT4DISNEY]

I think you are only supposed to buy DVC discounted tickets by calling Member Services or possibly using online ticketing.
(When calling Member Services, you can get your tickets via Will Call pickup your actual tickets at Guest a Services

Water park tickets definitely do not need to be bought thru MS to receive the discount. We have done it before in person without any issues. I also did not think it was any exception to buy any ticket with a DVC discount in person. AP's can be done that way so I wouldn't think the party tickets would be any different.

 

[hakepb]

Water park tickets definitely do not need to be bought thru MS to receive the discount. We have done it before in person without any issues. I also did not think it was any exception to buy any ticket with a DVC discount in person. AP's can be done that way so I wouldn't think the party tickets would be any different.

Yes, the AP and water park tickets can be purchased in person, I should of qualified my statement with "party tickets"

Everything I've read on party tickets includes a statement like
"The discounted prices represent savings of up to $11 per ticket off of the day-of-event prices which run as high as $67.00+tax for the above dates. Discounted tickets may be purchased by contacting Disney Vacation Club Member Services or via the Walt Disney World online ticket center. DVC members and Passholders should click on the "Check for special products and pricing" link to view discounted rates. Proof of eligibility is required. Each DVC member or Passholder may purchase up to 6 discounted tickets. "
(Above from DVCNews)

 

[jekjones1558]

Yes, the AP and water park tickets can be purchased in person, I should of qualified my statement with "party tickets"

Everything I've read on party tickets includes a statement like
"The discounted prices represent savings of up to $11 per ticket off of the day-of-event prices which run as high as $67.00+tax for the above dates. Discounted tickets may be purchased by contacting Disney Vacation Club Member Services or via the Walt Disney World online ticket center. DVC members and Passholders should click on the "Check for special products and pricing" link to view discounted rates. Proof of eligibility is required. Each DVC member or Passholder may purchase up to 6 discounted tickets. "
(Above from DVCNews)

I could swear that I have bought party tickets at the concierge desk with no problem.

 

[hakepb]

I could swear that I have bought party tickets at the concierge desk with no problem.

With the DVC or AP discount? (And not just the general public advance purchase discount?)

Cheshire Figment wrote this in the DVC section for 2013:
http://www.disboards.com/showpost.php?p=48272559&postcount=11

"All tickets must be purchased in advance and set up for will-call and either a valid AP or DVC Membership must be shown at that time.

Passholders must use disneyworld.com/passholder or call 407-560-PASS. DVC Members must call Member Services."

 

[crisi]

I have an acquaintance that used to manage customer complaints for General Mills. Apparently, there is a database that member companies subscribe to - so when you complain with General Mills, it gets logged and other member companies can see it - including what compensation you were given and if you threatened to sue. So if you call to complain about bugs in your Cheerios this week and were given a $10 coupon for cereal, and call next week to complain about the cleanliness of your room at Hilton and were given a free room night, eventually they figure out that you are someone who complains looking for compensation. Then, at least at GM they send you to someone like my acquaintance, who listens you you complain and then says that the jig is up and that, if they want to keep pursing complaints in the future, they will be transferred to Legal. They've been doing this for at least 20 years.

 

[jekjones1558]

With the DVC or AP discount? (And not just the general public advance purchase discount?)

Cheshire Figment wrote this in the DVC section for 2013:
http://www.disboards.com/showpost.php?p=48272559&postcount=11

"All tickets must be purchased in advance and set up for will-call and either a valid AP or DVC Membership must be shown at that time.

Passholders must use disneyworld.com/passholder or call 407-560-PASS. DVC Members must call Member Services."

My memory can be suspect so perhaps I ordered online and then picked up the tickets using AP or DVC discount. I better figure this out soon because we are leaving in 6 days and need tickets!

 

[KAT4DISNEY]

My memory can be suspect so perhaps I ordered online and then picked up the tickets using AP or DVC discount. I better figure this out soon because we are leaving in 6 days and need tickets!

I've order party tickets online the night before attending so you still have a few more days.

 

[Mickey527]

So I guess my name is on the DVC list. I would love to get a look at my "permanent record".
One trip my BWV room was not clean at all, dirty towels on the floor in the bathroom, bed unmade with dirty linen... I called down and asked to have it cleaned and went to the parks. A few hours later I came back to my nicely cleaned room and found a bottle of wine some crackers, cheese, etc.. in a nice basket. I left the room to go back to the parks and thanked the manager before I left. When I got back to my room later that night my wine and cheese basket was gone but someone had gone through my luggage and taken a snack I always bring to eat on the plane. (I have one on the way, and one for going home) I called downstairs and they had security come up, I filed a report and they checked to see who had gone into my room. the manager did call me later to tell me they confronted the person who had gone into my room and they gave me points back for one night. I never asked for anything.
another trip I put my car into valet at BCV and joked, be careful, last time I did valet my DVC magnet ran away. I came back later to find a basket filled with DVC stuff, a nice blue blanket, two tall travel mugs, a DVC magnet, some flavored teas,and a BCV hat.
Last trip with my grandson we stayed Embassy suites Lake Buena Vista and when I tucked my grandson into bed he complained that the sheets were itchy. I checked and there were 2 toe (or finger) nails in the sheets. I called down and told them I wanted all the linens changed and they came up and did it. Next morning the manager called the room and asked me to come down to talk to him. He comped that nights stay and gave me another free night. Whoo Hoo, we got to stay another night after our DVC nights since I had driven and could leave when we wanted.
Each time I did not ask for compensation, just advised a manager of the problems I found in the room. But I certainly won't turn anything down.

 

[Lil' Grumpy]

been wanting to post when this first came out...but have been
tied up working overtime.

this was also posted on another dis section...& one person
was indicating he was calling the shots..caught me attention,
secondary from his other postings, bragging how it took
advantage of his dvc ownership ...drinking @ towl every day
before going to work...., so are you listening dvc?

who's monitoring the monitors?

to me..there 2 ways of thinking about any list. i can't see the
value in seeking extras/material things.....i be happy if we
get the things we paid for and that dvc took active corrective
measures to stop those "outside the rules" , including their
own workers doing things they shouldn't be doing. it just
like the poster mentioned above...pretty obvious a real
serious drinking problems with no insights. now if dvc held
their rules in place, then he would be no interest of mine--
but from his bragging, he concern me when we are @
our home resort...around my wife /& teens.

through the years, we have had some encounters ...that were
not very disney liked ...some that had nothing to do with
disney ---we never thought of trying to get something just
because we were @ disney. some were about other guests
that would have been a "disney issue", secondary to cm's
breaking disney policies.( bus drivers that accepted $ to
changed their routes).

there things is, i can't see wasting time to do the manipulation.
when i place a value on our diseny vacations, it is the experiences
we shared , meeting others & our pictures. material things
have only a small value....our house is full!..., so almost everything
we get are given to family, friends....and those we support in
our community.


overall i think disney cms' are given /trained with problem solving
skills. however, the area i think they must address is not
in the "field" problem solving but in recognizing when certain
problems indicating internal -affair problems. we have been
dvc owners going on 5 years, & have experienced/witnessed
"5" type of problems that should have never occurred once.
what is still concerning me...that they did not get an internal
review/corrective action. that's what these problems indicated-
abuse within. sometimes they are so bold and wanting attention,
that they posted their "actions" here.

 

[dvcblt93]

...drinking @ towl every day
before going to work...., so are you listening dvc?

What do you care? Have you ever been denied access?

 

[Sammie]

My memory can be suspect so perhaps I ordered online and then picked up the tickets using AP or DVC discount. I better figure this out soon because we are leaving in 6 days and need tickets!

We bought our Halloween discounted tickets at concierge but that was because we also had Annual pass and they said the AP price and DVC price were the same.

 

[robinb]

So I guess my name is on the DVC list. I would love to get a look at my "permanent record".

Mine too. I have been compensated 3 times.

The first was when I tried to check into an OKW Grand Villa on New Year's Day. Apparently the previous guests had quite the party and trashed the place. We were not allowed into our villa until after 7:00. Our group of 7 people hung out at the pool for over 4 hours. They offered to compensate me.

The second was when I checked into BCV and there are diarrhea on the outside of the toilet. I am NOT a germophobe be even that grossed me out. We checked in quite late and I contacted Housekeeping that night and asked for it to be cleaned the next day. We came home and the brown stains were still there. It was midnight, so we just went to sleep. I called Housekeeping again the next day and when we came home from the parks it still wasn't taken care of. I had enough. I went down to the Front Desk and complained loudly and insisted that they compensate me. There was no excuse for 2 full days of diarrhea stains.

The last was at BWV and the battery on our door died. The key card wouldn't work. We had a Boardwalk View over New Year's Eve so we couldn't really move. They let us into our room and said that they would call someone to replace the battery. They told us to wait. That was OK since it in our break time, so I took our DD down to the pool. 3 hours later, no new battery. My DH called and called but didn't feel he could leave because we were in the pool and had to have someone let us in. I wouldn't have minded if we were not asked to wait and my DH stayed awake instead of napping.

All that being said, there is a difference between legitimate complaints and "the bathroom isn't up to my OCD standards". I hope that they do keep a record of why someone was given compensation and not just that they did

 

[wishicouldgomoreofte]

Oh robinb, that is so gross about the toilet and them taking 2 days and still did not clean it!!