New members disappointed in first trip to VWL-Caution,Upset

[LindaDVC]

Again -- the problems in these units are the same for the handicapped and non handicapped.
Example - no counter space .. ....

These issues of decreased counter space, decreased bathroom shelving, water on the floor, etc should be addressed rather than refusing to be in a handicapped unit.

I will agree that some small children and some adults REQUIRE a tub.

Linda

 

[baileybrad]

Bottom line if VWL staff cannot tell you whether a room is a handicapped set-up or not then their system is flawed. I would suspect that there were rooms n-h rooms available so this is really an extreme case of poor customer service on Disney's part. One of the reasons most bought into DVC was for customer service to the max. Like others have posted, I would have went right up the chain and stayed there at the front desk until the situation was resolved. NO excuse would have sufficed. Disney has plently of rooms and if that meant moving to another resort even it was non DVC for a few nights until a proper Studio opened up so be it. I have a 2 and 4 year old....they take baths not showers and if I were offered a handicapped room I would politely decline. If one were "forced" upon me and then I was asked to pay $25 or $5 dollars for that matter to get what I reserved and bought into the DVC for...then politeness would not even be in the room.

When DVC/Disney get it right...95% of time at least, we are all quick to sing their praises....They should make this one right and more singing would then be most appropriate. Right now they are bottom feeding in that murky 5% on this issue and that is definitely not a place the DVC should ever wish to find themselves. And they definitely have the power to clean up a mess caused by poor castmember behavior...in this case tub or shower, no preference. Just do it.

 

[MardiGrasDVC]

On the advice of Disneynut53 (earlier in this thread), I did email George Aguel at WDW and relayed the problems we had at VWL in December. I got a call the next day from his office saying he was on vacation this week, but that they were forwarding my email to the WL. Today (just a few days after I sent the email to Mr. Aguel), I got a call from one of the front desk managers at the WL. She was very apologetic and nice, and is sending us a voucher for a free night at the VWL! I didn't get any response when I contacted the general Guest Communications dept after our trip ... it definitely pays to complain to the right people!

Thanks for the advice!

Shwana

 

[lawgs]

mardi gras

we took the process of writing snail mail to rilous carter ...

sent it certified mail ( just to take the " we did not get your letter" out of the mix )

if we do not get a response from him, we will try the email route to george augel

 

[David in Manassas]

I did not read all 6 pages of messages, but I could swear that I wrote the first one myself. My daughter and I in our Junevisit to WLV also received the infamous "handicapped" room. I was not happy as my daughter loves to soak in a tub after a day in the parks...

I did not spol my vacation, but I sure would have loved the chance to know about it when I checked in at the front desk and given the opportuniy to select another studio if it was available...

David

 

[Simba's Mom]

Exactly our sentiments! And although I sent the letters to Mr. Carter and DVC, almost 2 weeks ago, I haven't heard yet. Don't mean to sound upset about that-what with vacations and all, I'm just being over-anxious for a response. Just curious, when did you check in? For us, it was Father's Day.

 

[David in Manassas]

Checked in 6/6...

I guess on my next reservation I stay there, I'll see if I can request a "non handicapped" room

David

 

[lawgs]

simba's mom

did you try emailing "george" at DVC too....or did you just write letters....

btw...did you get the email with the letter.doc that i sent....had not heard from you .....so did not know if you received it..

just did a check on my certified letter to disney...

Delivery Status


You entered 7002 0510 0003 7610 1690


Your item was accepted at 8:51 am on June 28, 2002 in BUFFALO, NY 14209. Status is updated every evening. Please check again later.


would seem they have not gotten my letter yet and it has been a week so far since i sent it


david

when did you book your vacation on points.....for June 6th ( the spiel from WL front desk that we "got" ... went .... since you were late in making your reservations ....your requests were the last to be ... "assigned" ) ...

 

[Simba's Mom]

I've snail-mailed Rilous Carter, General Manager at WL and also Jackie Lueders, Member Satisfaction Manager at DVC. Hopefully those 2 are the correct ones to get some satisfaction. Oh yes, and recently I rsponded to an Internet Survey on my visit where they said "Your feedback will be given our undivided attention, for we genuinely want to provide guests with the ultimate vacation."
I'd be very surprised if I didn't get a response of some type from one of those.

 

[JudithM]

Simba's Mom, I will bet my last dollar that YOU WILL receive some type of response/reply (& I'm not a betting person ).

I was talking to some friends who just returned from WDW yesterday. They spent 15 nights at a moderate resort & had three different rooms before they got one that was non-smoking & non-perfume sprayed. No one ever apologized for the inconvenience . I talked to another recent WDW guest who had trouble with CRO - bottom line -no one apologized for the troubles CRO caused. Disney needs to take a serious look at how things are run & I don't mean just DVC. If Disney does not provide the level of guest service that guests have grown accustomed to, the guests may start find other vacation spots. Both of these stories reminded me of you - a simple, "Gee I made a mistake" or "I apologize for your trouble/inconvenience" would have helped a lot.

 

[lawgs]

just checked to see what certified mail is.....

Certified Mail provides the sender a mailing receipt at the time of mailing and online access to the date and time of delivery. The recipient's signature is obtained at the time of delivery and a record of it is maintained by the Postal Service

as of today .......they still only have that my item was accepted in buffalo ......but as of yet no one from disney has "signed" for delivery....maybe they "only" pick up their mail sporadically....