Jim Lewis' response to my letter

[debbiepump]

An update:
Early May was at the Boardwalk, found food left in the cupboard and
the bathroom garbage can never emptied which contained used sanitary
napkins and tampons. Last October, was at the Boardwalk, my first time as a DVC member 'home'. That time, we were put in a smoking room (nothing else available), food in the fridge, the bathroom never cleaned and dirty towels in the entryway and needless to say in the bathroom.
I took pictures of what was found in the room and wrote a letter with
the pics to Jim Lewis, manager of the Boardwalk and supervisor of housekeeping. I did not expect any 'reimbursement' from DVC or WDW, I did this to see what the response would be by the 'powers that be'. I sold my points at the Boardwalk but kept my points at the BCV (which has been fine).

THE RESPONSE:::
Now, this was from Jim's 'assistant' not Jim. In the usual Disney friendly fashion, she was very apologetic. She 'justified' the food in the cupboard by telling me that it is a customary action by DVC to leave housekeeping 'notes'
to leave their food to 'share' with the next arrivng DVC members. Sorry, folks, I'm sure you're all honest, upstanding members, but I'm not eating your leftovers! She then told me that at least this visit was 'so much better than the last' since I wasn't put in a smoking room. I had no comments for her.
As I said, I wanted to see what response would be received from the 'powers to be'.

I have real concerns with DVC and WDW with their responses to the DVC members issues. I'm sure they hear plenty, such as not the correct view or an old faded rug, but I feel leftover food and improperly cleaned rooms should be a concern. Two out of two visits at the BWV to have this happen to me?
Once should be enough.

 

[3DisneyNUTS]

Yuck and what a pathetic response!

 

[crisi]

Its a common DVC practice for members to leave notes telling housekeeping to please take any leftovers. As far as I know, it is uncommon to leave notes asking the food be left for the next guest. I wouldn't expect you to eat our leftovers! That doesn't even sound like a liability issue Disney would want.

 

[debbiepump]

Yes, that's what I thought too when 'Susie SunDisney' told me of that 'practice common among DVC members' but had been down this road before and knew she was calling only for 'happylipservice' and there was no use to my saying anything to her.
What WDW and DVC needs to realize is that I feel the situation is hopeless and THAT's what they need to be the most concerned with. There's no complaining, fist pounding, yelling, killing 'em with kindness that is going to correct these issues, that I feel completely defeated and have to take what I am given, that it's no use. That's exactly how I felt this 2nd time around and there was no use in talking to anyone at the time.

Pretty sad state of affairs, if you ask me.

 

[utahkennedys]

Yikes, we were considering an add-on at BWV site unseen, but I'll have to give that serious consideration I guess -- gag.

 

[Disney Doll]

I have left unopened food in my unit upon my departure. But always assumed that the housekeepers took it. I have never had food in a unit upon my arrival.

I ahve also never entered a dirty room.

I have had very good experiences with DVC. I am sorry you have not. I don't blame you for being distressed.

 

[CarolMN]

I have left unopened food in my unit upon my departure. But always assumed that the housekeepers took it. I have never had food in a unit upon my arrival.

I ahve also never entered a dirty room.

I have had very good experiences with DVC. I am sorry you have not. I don't blame you for being distressed.

My experiences/thoughts are the same. All of my WDW stays since 1999 (at least 10) have been at the BWV. I'm sorry the OP's experiences were not like mine.

Best wishes -

 

[MinMouse]

On our first trip home to BWV a few years ago we arrived at a 2BR that had not received any housekeeping. The trashcans were full, the beds were unmade, etc. We called down to the desk and were moved to another room. I would hope that if another 2BR was not available we would have received an immediate housekeeping service. I think these situations are best handled on the spot but the response the OP got from DVC powers-that-be is totally unsatisfactory. On subsequent trips we've had stellar service at BWV. Too bad the OP didn't have the same experience on at least one of the two vacations there.

 

[DVCconvert]

With all due respect to all parties involved -- but I'd like to see the complete unabrigded text of both correspondence to draw my own conclusions.

 

[LisaS]

Yikes, we were considering an add-on at BWV site unseen, but I'll have to give that serious consideration I guess -- gag.

We checked in to a 2BR villa at BWV on Sunday May 7th. Debbiepump's post about her recent problems was one of the last posts I read here on the DIS before we left for our trip so I was very concerned, particularly because our trip was my mom's Mother's Day present from DH and me and I wanted things to go smoothly. Fortunately, our villa was just fine. It was a non-smoking villa as I requested, it was clean and everything was in working order. So I feel very sorry that debbiepump had not just one but TWO bad experiences at the BWV. But as you'll see from reading other replies here and trip reports from other members, this is the exception and not the rule, though it should not be happening at all.

 

[Simba's Mom]

I was always under the impression that even if DVC guests tried to leave opened food for subsequent guests that housekeeping was supposed to throw it away, because, as a previous poster said, it could be a liability issue for Disney. If the subsequest guest gets sick and blames it on the food left for them, they could sue Disney. And yet, Jim Lewis wants you to believe that Disney does allow this (the passing on of opened food)? It's appalling that you got the implication that you shouldn't be upset with this-not even a "we'll try to do better"!

 

[MonkeyPants]

that is a sad and pathetic response....gee look a half eaten sandwhich from the person who stayed here yesterday how about I just drop this by the front desk and tell them its a tip from previous guests

 

[Cyndy]

they are not allowed to keep food it is taken to a central location and non perisable items (unopened) are given to the food bank, the opened items are dumped due to liability. The supervisor that told us this was apologizing for our uncleaned OKW 2 bdr a couple years ago. We also have had totally untouched by housekeeping guest rooms at WL (not the villas) Mistakes do happen, but frankly the "Pollyanna" that gave you her cup half full perspective should be moved to a position that does not allow her to work directly with the public if she does not have better skills than this! Sorry for the RANT but the one thing I expect from a company that prides itself in industry leadership is top rate customer service. I do not subscribe to the "give me the moon and all my points back, I deserve it" theory,since we all pay for that, but at least a sincere response. You deserve more than this response.

 

[JPC]

that is a sad and pathetic response....gee look a half eaten sandwhich from the person who stayed here yesterday how about I just drop this by the front desk and tell them its a tip from previous guests

word up.

 

[Sherri]

Actually we had sealed upopened bottles of soda left from our trip at Vero beach. We did not want to take them and offered them to one of the housekeepers that we got to know. She said they are not allowed to take anything left over from any of the guests, sealed or unsealed. Apparently if they take something left over and get sick somehow Disney would be liable, so this is their policy. Interesting how it doesn't apply to other guests that come in.
If I were the OP, I would take the original letter and the response and go higher up with it. I can not believe that someone would respond in such a way to this valid complaint.

 

[DebbieB]

When you arrived and saw the condition of the room, did you call the front desk and ask for a different room or ask for housekeeping to come and reclean? Sounds like housekeeping didn't finish the job for some reason.

 

[elijahpep]

THE RESPONSE:::
Now, this was from Jim's 'assistant' not Jim. In the usual Disney friendly fashion, she was very apologetic. She 'justified' the food in the cupboard by telling me that it is a customary action by DVC to leave housekeeping 'notes'
to leave their food to 'share' with the next arrivng DVC members. QUOTE]


Debbiepump you have had my support siince the get go. I was just wondering if this may be a new "assistant" or intern of sorts that maybe isn't familiar with liability issues. To send it one more level after all you have gone through would seem logical after this responce. There should actually be a whole division or group at Disney/DVC who would be terribly concerned about this responce. The assistant's only redeemer in Jim Lewis' responce is the words "customary action." By writing that term is still gives lead way to
an unhealthy scenario.

On a quip , you might ask if it is customary for DVC guests to also be left the trash of the previous guest? EEEEE, It stills gives me chills remebering your first post.

Thank you for taking your time in looking out for the DVC issues! Wish you luck!

~DW

 

[GDUL]

they are not allowed to keep food it is taken to a central location and non perisable items (unopened) are given to the food bank, the opened items are dumped due to liability.QUOTE]

We have had unopened food left the past couple of trips that we have taken (OKW). We called housekeeping and was told that we could leave the food and it would be brought to a food bank. They said to leave perishable items in the fridge and non-perishable items on the counter next to the fridge. A note would be left for the housekeeper responsible for cleaning our room and it would be taken care of. Hopefully, the next family didn't check into these rooms and find the food that we left!

 

[magicmommy]

We just arrived home Sunday from a wonderful first stay in a BWV studio. We had bottled water and several unopened food items that I put in a wicker basket and brought to the housekeeping room. We told them we wanted them to have this to share for their breaks. They were most appreciative! As a matter of fact I must say the housekeeping staff was fabulous at the Boardwalk. Our housekeeper even changed our sheets on T&T day.....we walked into the room as she was doing it.....she made a comment about the envelopes we left and wanted us to have fresh sheets. Tips are most appreciated I would say!

 

[dianeschlicht]

We have never had anything like that in our many DVC and OKW stays. When we have unopened food items unused, I usually head out to the parking lot and look for someone who appears to be just arriving. They are usually more than happy to take our left over unopened pasta or ice cream bars. Anything that has been opened and not finished, like cereal etc, is just tossed in the garbage when we leave.