Jim Lewis' response to my letter

[MinnieGirl33]

Do you think forwarding copies of your letters & the response you received to Carli D'Agostino (Member Satisfaction) might get a better response?

If I was the "customer service" contact I'd be interested to hear how Jim Lewis' office responded. Says alot about the "higher ups". Actually I'm kinda surprised they didn't send it to her in the first place.

 

[DVCconvert]

 

[DVCconvert]

 

[MickeyCrazed]

hi Debbiepump!

I see you've been online here as recent as a few minutes before 8PM this date....still no info??????

Oh brother... this post was made by the OP in an attempt to educate us of the ongoing mousekeeping problems at the DVC resorts.

We have stayed at DVC resorts numerous times with no problems at all... but our last visit to the Boardwalk was less than stellar for many reasons. (Housekeeping and maintenance being the major issues.)

I didn't post in detail on the boards because I didn't feel like justifying my comments to some regular posters here. I knew that the experience I had was not up to par, and I really didn't feel like proving it to people who just want to argue.

However, I feel that I was responded to in the same manner that the OP was. A rep from the WDW resort executive offices called me and gave me the same type of blah blah answer. My view on the situation was that the rep thought I was looking for something for free. I wasn't... I just wanted to ensure that my experiences wouldn't be repeated for another guest. And unfortunately, after the conversation ended, I didn't have a good feeling about it. I really don't think anything was done to ensure my experiences weren't duplicated.

Anyway, back to my point of this post... Either you believe the OP or you don't. Take her comments at face value and leave it at that. She shouldn't have to prove anything to you.

Sorry if this sounds harsh... I don't mean it to. I just don't get your point. If I'm off base, I apologize in advance.

 

[DebbieB]

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. The original poster 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.

 

[MickeyCrazed]

I appreciate your opinion.

However, in my case, I brought the matters to the attention of housekeeping, maintenance and the front desk to no avail. No one ever responded to our issues until an hour before we checked out. (And I made 3 calls and one trip to the front desk. So they had 4 chances to try to help us.)

I guess I could have asked for a manager, but after being ignored for 6 days, I was so angry that I knew if I did I would make a scene. And I didn't want to put a damper on another guests vacation. I know how to read my own anger levels, and I had the common sense to know I probably wouldn't control it well.

The rep who called me from the executive offices told me the same thing. There was really nothing that could be done after the fact. And looking back on the situation, I know the rep is right. But I did what I thought was best at the time. Believe me... if it ever happens again, I will demand that a manager comes directly to our room immediately.

 

[TEXASPRINCESSES]

Yikes--y'all are scaring me--our last year trip to BWV was less than stellar but my hubby insisted we stay there with mparents this trip (first time they've been in over 20 years) Our last year trip was a 4 day fight with housekeeping and I sooooooooo am hoping for not a repeat! I desperately need a calm, relaxing vacation but in a CLEAN, QUIET VILLA!!!!
Please cross your fingers for us--OT..I'm sorry this has happened to you twice!

 

[Cruelladeville]

I have stayed at BW since 97, 3 times a year, and never had a dirty room upon check-in! I once was assigned to a room that had people already in it, and once I was given a room that no one could open, but both times I was given another room, definitely better than the first one! I am not the type to count the scratches on the furniture, or complain about lint in the dryer, so maybe I'm not very observant about problems, or else I have low standards, I'm not sure. I usually have my difficulties after I check-in, trying to get trash and towel. When the maid says,"no towel?" I really can't tell if she is asking me if I have towels, or do I want them?

 

[MickeyCrazed]

Yikes--y'all are scaring me--our last year trip to BWV was less than stellar but my hubby insisted we stay there with mparents this trip (first time they've been in over 20 years) Our last year trip was a 4 day fight with housekeeping and I sooooooooo am hoping for not a repeat! I desperately need a calm, relaxing vacation but in a CLEAN, QUIET VILLA!!!!
Please cross your fingers for us--OT..I'm sorry this has happened to you twice!

TEXASPRINCESSES,

Don't let our experiences scare or worry you. I know a lot of people complain about very minor things, but I don't (at least not on public message boards.)

The experience I had was out of the ordinary, and looking back on it, I guess the end result is partly my fault for not wanting to be a squeaky wheel and drawing attention to us.

However, as I stated in my post, the next time (and I sure hope there isn't one) that any housekeeping or maintenance issues are ignored, I will know to insist on speaking with a manager to have things resolved.

Go, have fun... and don't worry. Learn from my mistakes.... If need be, call housekeeping/maintenance to report any issues and give them 24 hours to respond. If nothing is done, manage the problem up immediately. I'm sure if you do, your issues will be addressed. And if not, you will have actual names and events to report if you do have to write a letter to the DVC Satisfaction Manager.

I didn't have that type of information to report, and when I did receive a follow-up call in response to my letter, I wish I did.

 

[kidsister]

At the risk of being gross, you might want to write back and ask if their
'customery recycling' includes the tampons and napkins left in the bathroom.

I have found that Disney tends to sidestep issues rather than directly responding. 'it seems that at least this vacation was better than the last experience' doesn't cut it...and it punishes those people who write in and don't exaggerate or nitpick, because it passive aggressively undermines the original complaint. And THAT ticks me off.

I haven't been given an uncleaned room, but I have been lied to by the front desk (this is the ONLY studio available) which makes me much angrier than hearing the truth, or in your case, an apology. I think that is all OP wanted...and it is sad that an apology and promise couldn't have been offered by the 'assistant'.

On a side note: I'm sad that the food (unopened) I have left might have been thrown away...I'm guessing that it is often easier for mousekeeping to toss unopened stuff rather than lug it to be later boxed for a food bank. I like the idea of giving it to new arrivals, but I wonder if they would think I was weird if I just went up to a new arrivee and offered them food??????
I always thought the maids took what they wanted home, but now I see that in addition to a liability issue, that Disney probably 'checks' bags to see if there is any theft going on.

Alfredo is the day manager at BWV and he is very hands on...I recommend that if you have any issues when staying at this resort that you contact him if the issues are improperly addressed.

DVC Convert....most of us can't figure out how to upload things like pictures and letters, so your request for unabriged and original letter/response seems more like an accusation of disbelief or a defense of Disney. OP doesn't seem to be at all the kind of poster who gets 'riled' over nothing. Perhaps it wasn't your intent, but to me, your post came across as 'not nice', and that surprises me. (we also post to ****** together)

 

[keishashadow]

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.

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

 

[DVCconvert]

DVC Convert.... Perhaps it wasn't your intent, but to me, your post came across as 'not nice', and that surprises me. (we also post to ***** together)

Kidsister-- It was NOT my intent to be "not nice" -- it was/is my intent to seek the truth. The best way to do so based on the information within this thread in my mind would be to have a complete copy of the corresponsdence exchanged. In that way, assuming the OP's concerns are as presented, the general public (reading this thread) could gain an understanding that supported the OP's position.

 

[wdw4life]

It was NOT my intent to be "not nice" -- it was/is my intent to seek the truth. The best way to do so based on the information within this thread in my mind would be to have a complete copy of the corresponsdence exchanged. In that way, assuming the OP's concerns are as presented, the general public (reading this thread) could gain an understanding that supported the OP's position.

I thought the OP received a phone call in response to her letter. Am I wrong on this?

 

[DVCconvert]

wdw4life:

I thought the OP received a phone call in response to her letter.

OP:

...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...

wdw4life--if you're right, then I missed that too -- but wouldn't you think that someone between my (post # 9) and your post ( # 33 ) would have picked up on that???

 

[wdw4life]

wdw4life--if you're right, then I missed that too -- but wouldn't you think that someone between my (post # 9) and your post ( # 33 ) would have picked up on that???

You would think if I was correct someone else would have mentioned it. This is why (in bold) I inferred the response was a phone call.

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.

 

[Chuck S]

I was under the impression it was a letter the OP received as well, but after re-reading the post, I think it was a phone call.

But I agree with DVCConvert's point..either way we have only the OPs version of events (not that I have any reason to not believe her that the incidents happened), but as far as the "response", assuming it was a phone call, we don't have the benefit of the actual conversation from Disney/DVC, nor do we, like posting on these boards, do have have the benefit of verbal inflections. I'm sure he OP is posting what she believes to be accurate, but it is still "one sided".

In practice, of course, the time for the OP to have handled and rectified the situation was while she was at the resort...little can be done "after the fact" except to bring it to the attention of the housekeeping manager at BWV. And that won't make the OP feel any better about her trip. Plus, it probably wouldn't have taken as much time and energy to have dealt with the problems THEN as to write letters and wait for a reply, this simply seems to drag out the process.

 

[Sammie]

I agree with Chuck, the time to deal with problems is when you are there. It seems Disney really drags out the process of contacting you, etc. if you wait till you get home. It seems very few are satisfied with the process then.

However we have had problems before on several trips and had them taken care of while there. We never had to come home and complain after the fact as everything was taken care of to our satisfaction there.

 

[kidsister]

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.

 

[wdw4life]

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 hope this wasn't directed at me. I was tryng to inform DVCconvert that he wasn't going to be able to view the letter from Disney because it sounded like a phone call.

 

[kidsister]

Hi WDW4life....I don't think I was directing anything at you in particular (I guess I did notice that everyone posting seems to have lots and lots of posts and I included you in that.

I understand that you were explaining to DVCConvert what you thought might have happened re OP writing a letter and Disney responding by phone to the letter....and that made me go back and reread and I think you are probably right. I guess I was sad about the implications that OP had been dishonest. I also felt that some of the posts were antagonistic.

I agree that your post to DVC Convert was neither judgemental nor antagonistic....and that you were indeed only giving your perception that there was a letter to Disney and a phone call response from Disney.

We all have different tolerance levels when we travel: different things that bother us. Just because bugs don't bother me (well, bed bugs would, but not Palmetto bugs), I probably shouldn't get upset at you if they set you off screaming! If we read a post that strikes us as 'whining' or dissing Disney ...why not just move on to another post instead of going into 'attack or accuse mode'? That's what I don't understand.