Jim Lewis' response to my letter

[Donna]

I believe the original poster but I think she made a mistake by not trying to solve it when it happened, not waiting to write a letter when she got home. No way I would have accepted a room with trash like that in the bathroom. I know someone who got a bad room at BWV once and still brings it up years later but never said a word about it when they were there. I think unless you try to resolve it then and there and didn't get satisfaction, you shouldn't complain afterwards. She could have just called the front desk, spoke to the manager and asked for the room to be recleaned and then gone wherever she was going, it didn't have to interrupt her vacation. Complaining now really does no good, they can't change the bad experience. She took the time to take pictures but didn't take the time to pick up the phone and call the front desk.

That was me who had the deplorable BWV room (and still brings it up years later, lol) and i DID call and asked to be moved and was told there was nothing available (it was Halloween day). We had waited til 5:30 for that room to be ready so when we finally DID get in, we were all tired and just wanted to unpack and as we did, we noticed all the problems. For the record, you cannot "clean" cigarette burns (11 of them) in the bathroom, the finish was removed from the kitchen table, the handle was broke on the balcony door, footprints were going from floor to ceiling in the foyer, sticky counter top that for some reason would not wipe off, ripped fabric on the couch. (these are just the ones i remember). They were nice enough to replace the smokey blankets though . I was upset that i had brought guests and was embarrassed as it was their first experience (our second) with DVC. Normally, i would have demanded something be done but everyone just wanted to get on with our vacation and forget about it. we did that and it did NOT ruin our vacation, we just won't stay there again. So yes, i DID bother to pick up the phone and NO, i did NOT take any pictures. And why shouldn't i bring it up years later? I bring it up to friends and most of the time we joke about it. It's not like years later, i go down to the front desk and say what are you going to do about my bad room from 1998!!!! LOL!
I know this can/could have happened anywhere, it just happened to be at our first and last stay at BWV. Remember, BWV were pretty new back in 1998 and there was no excuse for a room in that condition being given to a member.
just wondering, since that was prior to you being a dvc member, if i had showed you that room, would YOU have bought DVC?

 

[DebbieB]

That was me who had the deplorable BWV room (and still brings it up years later, lol) and i DID call and asked to be moved and was told there was nothing available (it was Halloween day). We had waited til 5:30 for that room to be ready so when we finally DID get in, we were all tired and just wanted to unpack and as we did, we noticed all the problems. For the record, you cannot "clean" cigarette burns (11 of them) in the bathroom, the finish was removed from the kitchen table, the handle was broke on the balcony door, footprints were going from floor to ceiling in the foyer, sticky counter top that for some reason would not wipe off, ripped fabric on the couch. (these are just the ones i remember). They were nice enough to replace the smokey blankets though . I was upset that i had brought guests and was embarrassed as it was their first experience (our second) with DVC. Normally, i would have demanded something be done but everyone just wanted to get on with our vacation and forget about it. we did that and it did NOT ruin our vacation, we just won't stay there again. So yes, i DID bother to pick up the phone and NO, i did NOT take any pictures, not sure where you got that info from. And why shouldn't i bring it up years later? I bring it up to friends and most of the time we joke about it. It's not like years later, i go down to the front desk and say what are you going to do about my bad room from 1998!!!! LOL!
I know this can/could have happened anywhere, it just happened to be at our first and last stay at BWV.

I was referring to the original poster saying she sent in pictures to Jim Lewis (post #1), not to your situation. Sorry if I wasn't clear, I will correct it. She said on another thread that she didn't call because she didn't want to have to wait 2 hours for them to come. I was simply saying she could have called and left and had the situation taken care of. It would have been very easy for them to come up and empty the bathroom trash, take the dirty towels, etc. In her case, these items could have been easily fixed. Instead she took pictures and waited until she got home to complain.

Sorry I misunderstood your case, I didn't know that you did call and specifically let them know the problems. If they did not resolve them, then you should have complained to DVC afterwards so that they were aware of the situation.

 

[MrGrumpy222]

But, they are permitted to touch the "dirty" tip money & the 4 day old "germ-laden" towels .

I am confused. How does touching U.S. Currency compare to consuming food left by an unknown person? I handle money every day, be it buying a soda or paying a road toll, but I can assure you that I would not eat something that a person who I did not know gave to me who's job was not to do so ie. (a waitress). I think the folks that work for Mousekeeping work VERY hard and are deserving the TIPS they receive. Also, would you rather they leave the "dirty" towels on the floor? Disney is not perfection and there is room to improve on anything, but I'd prefer a less than tidy room in WDW than a less than tidy room at a Motel 6 in Jersey.

 

[SyrCinderella]

Did you try to go to Jim Lewis' boss? I would not have been happy with that very weak response, and if Mr. Lewis did not give a more satisfactory reply I would contact his superior.

On the other hand, did you make a fuss when you checked in? (Although I know from our dirty boxers in the drawer experience at VWL this doesnt guarantee housekeeping will take care of things). Bottom line - if I found the room unacceptable I would insist on either moving to another room or housekeeping right away. And if I didnt receive either one, you can bet Id make quite a fuss.

 

[keishashadow]

My sarcasm was directed to the comment that Mousekeeping is not permitted to take/consume leftover food products left in the room ( but it's perfectly ok to leave it for the next occupant) because of liability issues. Hard to believe DVC wants to "protect" their employees but, not their guests from this horrible fate.

IMO, the excuse given by management was just that - an excuse. Mousekeeping probably forgot to clean out the food left behind. It happens, IMO no big deal - just come & take it away for disposal.??? I owned a cleaning company for a short period of time & had to deal with employees that I had to "cover for", standard operating procedure. I certainly appreciate Mousekeeping & tip well (probably because DH & I both moonlighted part-time in the service industry years ago).

I made additional reference alluding to post of honeymoon couple who felt their trip was ruined due to "deplorable" conditions @ BWV including illness caused by day old towels. Still shaking my head over that one, perhaps we're unsanitary but, in our house we each use our own personal towel more than 1 day.

BTW, when you're done w/your dirty towels Mousekeeping would appreciate you placing them in the tub, not on the floor.

I am confused. How does touching U.S. Currency compare to consuming food left by an unknown person? I handle money every day, be it buying a soda or paying a road toll, but I can assure you that I would not eat something that a person who I did not know gave to me who's job was not to do so ie. (a waitress). I think the folks that work for Mousekeeping work VERY hard and are deserving the TIPS they receive. Also, would you rather they leave the "dirty" towels on the floor? Disney is not perfection and there is room to improve on anything, but I'd prefer a less than tidy room in WDW than a less than tidy room at a Motel 6 in Jersey.

 

[smjj]

Boy, I was just looking at the post counts here of the last few posters, and I am but a 'newbie'.

I'm not sure why whether there was a letter and/or a phone call really matters. OP wrote about an experience she had that left her feeling disappointed. My guess is she handled it the best way she could, both at the time it happened and then after she got home (and maybe developed her photos.)

It seems probable that she wrote a letter as she stated and that Disney responded by phone, which I was told (by a Disney manager) is how they commonly responded to complaints. I don't understand why you are acting 'suspicious' of OP's phone call....and to me at least, it comes across that you are acting as 'judges' of the matter, and I don't think anyone asked anyone here to judge, but only to listen...and hopefully hear the disappointment.

Has it really come to our needing to post PROOF of our opinions/statements along with our commentary? And do we have appointed 'judges' or do we all get to question each other. And here I thought we were here to listen and support and help. My bad.

I think you hit the nail on the head. I have cut back on responses here for this very reason. I make small vanilla comments now but more to get to the 1000 reply mark as to make a comment that will be judged by others wanting proof and the such(ops, guess I just jumped back in)...smjj

 

[DVCconvert]

 

[MrGrumpy222]

My sarcasm was directed to the comment that Mousekeeping is not permitted to take/consume leftover food products left in the room ( but it's perfectly ok to leave it for the next occupant) because of liability issues. Hard to believe DVC wants to "protect" their employees but, not their guests from this horrible fate.

IMO, the excuse given by management was just that - an excuse. Mousekeeping probably forgot to clean out the food left behind. It happens, IMO no big deal - just come & take it away for disposal.??? I owned a cleaning company for a short period of time & had to deal with employees that I had to "cover for", standard operating procedure. I certainly appreciate Mousekeeping & tip well (probably because DH & I both moonlighted part-time in the service industry years ago).

I made additional reference alluding to post of honeymoon couple who felt their trip was ruined due to "deplorable" conditions @ BWV including illness caused by day old towels. Still shaking my head over that one, perhaps we're unsanitary but, in our house we each use our own personal towel more than 1 day.

BTW, when you're done w/your dirty towels Mousekeeping would appreciate you placing them in the tub, not on the floor.

If you say so

 

[Ms.Mouse]

Ok you guys.... I just "bought in" at BWV's and haven't seen them yet AND won't until March 2007!!!!!!!!!!!!!! This makes me nervous because my DH, DS and DD didn't want me to buy points in DVC...They felt we should spend year after year just going to different resorts instead...
When we get there, if our room looks like these negative posts... Well, I'll have a HUGE PROBLEM WITH THIS...AND I'll get like this since I'm a "clean bathroom/kitchen freak" and also since my family will be FULL of the "I told you so's"

 

[kidsister]

I've stayed at the BWV four times and my room has always been clean.
But mistakes can happen and we all HATEHATEHATE to have our spouses or kids say "I told ya so" SO.....on check-in day, send the family off to the pool or one of the parks so that YOU can get to the room first and make sure it meets your requirements. If it isn't right, then you can call/go to front desk and get it straightened out before your fam finds out.

If you really want them to be blown away...spend the extra points to get a Board Walk View room on the top floor....WOW!!!!

 

[Ms.Mouse]

If you really want them to be blown away...spend the extra points to get a Board Walk View room on the top floor....WOW!!!!

Thanks.... Good idea about sending them out to explore I actually requested a BW view and a non-smoking room (for medical reasons because two in our party are asthmatics) so they said that's the only way they can guarantee the non-smoking....

 

[ceejay13]

Ok you guys.... I just "bought in" at BWV's and haven't seen them yet AND won't until March 2007!!!!!!!!!!!!!! This makes me nervous because my DH, DS and DD didn't want me to buy points in DVC...They felt we should spend year after year just going to different resorts instead...
When we get there, if our room looks like these negative posts... Well, I'll have a HUGE PROBLEM WITH THIS...AND I'll get like this since I'm a "clean bathroom/kitchen freak" and also since my family will be FULL of the "I told you so's"

We are BWV owners and absolutely love it. Since our first purchase in 2000 we have had 15 different rooms between us and friends and family we have taken. This is from studios to one grand villa, generally in 1 bdrs when it is just my DH and I. We have never had any issues. The rooms have always been very clean. I do agree that sometimes mistakes happen, but you will see that at all of the DVC resorts. We recently added on at the BWV for the 4th time to show you how much we love it, and can't wait for our next trip in December.

 

[goofyforlife]

Ok you guys.... I just "bought in" at BWV's and haven't seen them yet AND won't until March 2007!!!!!!!!!!!!!!

We just checked out of studio 5031 on Monday. It is a bw view. We could see both Wishes and Illuminations at night. The room and bath were very clean when we got there. (Fridge door seemed not to close right though.I think people lean on it when it's open and the door bends.)

My only gripe is that the room is kinda far from elevators. (oh there's ones that are further but i was like "go down the hall till you almost collapse, turn to your right and that's our room."

Next time i would prefer 2 or 3rd floor so we can use the stairwells...

After walking the parks there was no way we were walking up to the fifth floor each day.

 

[nezy]

I own at BWV-but I have not stayed there yet in the 8 years as a member. (This is not due to a bad experience just don't want to stay ther. I am sure I will at some point, but for now I like my OKW or VWL!)

That is why I found it interesting that OP sold BWV-just curious:
Did you sell more for the purpose of getting your point across to DVC that you were so disgusted by both the uncleanliness and the response? or because you never plan to stay there?

I haven't had a probelm -knock wood, but if I had walked into a bathroom with trash such as that-I would have been on the phone. If the food was unopened I probably would have just left it or mentioned it to housekeeping if I saw them. It is obvious though that OP was given a room that was not cleaned properly, if at all. The response from "The assistant" was unacceptable AND WOULD HAVE BEEN UNACCEPTABLE AT A COMFORT iNN OR Super 8 MOTEL AS WELL! That is the real problem here. I cannot figure this out-

Was the response due to a thought of "It's another DVC'er complaining about something" or just an idiot in the wrong job? I am certain the response would have been different if you were a guest on the other side of the hotel-non-villa said or at the Poly or even CBR

As Diana said, we also look for people who are checking in and offer them unopened items

 

[jiggerj]

Good to see you Ms.Mouse!

Trust me...you wont be disappointed at BWV's

I am so glad that you requested a BW view- make sure that it is noted on your ressie ok?

 

[gopherit]

I think you hit the nail on the head. I have cut back on responses here for this very reason. I make small vanilla comments now but more to get to the 1000 reply mark as to make a comment that will be judged by others wanting proof and the such(ops, guess I just jumped back in)...smjj

Same here. I earned my posts here many moons ago - and hardly ever post here now. I browse around now and then, maybe post a query or two, but remain consistently amazed by the pounce-a-tomic nature of this board.

People are absolutely entitled to opinions, and to share those opinions, but they should know when to hold them to themselves. (Like me, probably, right now, as I debate whether to say this or not, because frankly, I don't feel like having to justify what I'm about to say to whomever decides to pick a fight with me. I finished second grade, thanks.) The anonymity of the internet, and the media folks like Dr. Phil, LOL, have given too many folks the feeling of entitlement to "tell it like it is" and stand justified behind a cloak of, "Well, that's just who I am and what I think. Nyah." Etiquette never seems to make it to the keyboard.

Case in Point: Asking someone for further data is understandable. I'm a data monger myself - can't get enough of the stuff. Sure, I'd like to see the unabridged copies of correspondence. I might just see something in it that even the owner didn't see that would only cement their case further - you never know! Sometimes folks don't post full details because they can't, don't have time, too long a post, lost the original, whatever. But would I ask for data? Sure, in a New York second. Gotta love the data. It's a reasonable request. :yes:

But checking someone's post activity and asking not once, but twice where they are and why haven't they responded yet? Sorry, DVCconvert, I just don't see the merit or manners in that.

I think I hear other boards calling my name.....