Please, no flames...

[hag7]

Okay, gang, I sent an e-mail off tonight. I tried to be polite, upbeat and non-threatening , yet concise. (I'm making myself sound like either a pound cake or a politician, aren't I?) I hold out little hope of a response, but feel better for having voiced our concerns. Should anything come of it, I'll let you all know post haste!

Thanks for the kind words and support from all. I think what all of us want is just to have them address the small issues before they become major problems! Or, as a friend of ours used to say (in all seriousness) "Let's nip it in the butt!!!"

FYI- I did get a call back from someone and they were very apologetic and understanding. She was GRATEFUL I wrote and said that is how we address issues. She had already worked with front desk and housekeeping and was very helpful. Make your voice known!

 

[ghost1000]

I haven't posted this yet but your post reminded me of it. We did have an "issue" with housekeeping last month when we were staying at a 2br unit at the BCV. It was our full housekeeping day and we returned to the room late in the afternoon (about 4) to a non-cleaned room. At first we thought they just forgot us, but the mousekeeping envelope I had left on the pillow was overturned and emptied.

So we called the front desk and a couple of suits came up to check the room very quickly and went around the room inspecting what had been done (nothing). Then a little after that a couple of housekeepers (one was obviously some sort of management) came in - with barely a knock I might add and started looking around the room with barely an acknowledgement of us and then left. Then about 10 minutes after that three people show up (again without barely a knock) and start cleaning. We were freshening up to head back out to the parks so we asked if they could come back in an hour when we were gone.

They did credit us $30 for the inconvenience (we didn't ask for anything).

Other than that our stay was fine and the room was in good condition and clean. It will be hard going back to a studio after it.

 

[kimberh]

I am sorry you had issues at the Lodge. We had a very clean room without any issues at BCV's, in a 2 bedroom in Dec. The resort looked to be in great shape to me. VWL is my first love for DVC. I sure hope they get the repairs finished soon.

 

[MinnieFan]

Like the OP, we also contacted DVC member satisfaction via e-mail over our housekeeping issues at VWL. We received the following e-mail in response:

"Thank you for contacting Member Services.

We are very pleased to hear that your family enjoyed your recent visit.
Our company is proud of its reputation for providing the finest in
family entertainment and guest service, and it is always rewarding when
our Members share their compliments.

We sincerely appreciate your taking the time to share your honest
feedback with us about your housekeeping experience. The comments we
receive are very important to us, as they let us know what we are doing
right and what we can do better. You may be assured that yours have
been taken seriously and will be addressed with the appropriate
department.

We are glad you are a Member of our Disney Vacation Club family, and we
look forward to entertaining you for many years to come."

Hopefully DVC will stay on top of this until the housekeeping staff at VWL is uniformly performing well, as it always used to in our experience.

 

[hag7]

Like the OP, we also contacted DVC member satisfaction via e-mail over our housekeeping issues at VWL. We received the following e-mail in response:

"Thank you for contacting Member Services.

We are very pleased to hear that your family enjoyed your recent visit.
Our company is proud of its reputation for providing the finest in
family entertainment and guest service, and it is always rewarding when
our Members share their compliments.

We sincerely appreciate your taking the time to share your honest
feedback with us about your housekeeping experience. The comments we
receive are very important to us, as they let us know what we are doing
right and what we can do better. You may be assured that yours have
been taken seriously and will be addressed with the appropriate
department.

We are glad you are a Member of our Disney Vacation Club family, and we
look forward to entertaining you for many years to come."

Hopefully DVC will stay on top of this until the housekeeping staff at VWL is uniformly performing well, as it always used to in our experience.

They responded in 6 days after my initial e-mail.

 

[Peepster]

No reply for me yet. But I am in the middle of a survey sent to me regarding the Villas and Lodge. Seems we get these every trip. Does anyone else?

 

[zeph317]

we stayed at VWL 1/3 - 1/11 - our kitchen sink had a leak on the faucet, and we called our second morning - the repair guy came before dh was even able to leave our floor - and when we got back, it was repaired, they had cleaned up the counter, etc. The other thing is that we had a full cleaning mid-week, and they were great - I needed trash bags one day, and they brought them asap. So, no complaints here. The lobby was lovely, and we did get 2 notices during our stay - the first to let us know they were doing work on the outside, including the balconies, and also about the marathon, warning about logistics.

That said, I would definitely let them know of your concerns -

 

[MinnieFan]

After our e-mail reply, yesterday I received a telephone call from a very nice woman at DVC Member Satisfaction. She told me that they were very concerned about complaints of this nature, and were working to be sure that the situation is corrected for future visitors. She said that she had spent about an hour on the phone with housekeeping and the hotel manager at the Lodge to discuss the situation. She also was very appreciative and thanked me for taking the time to contact them. She said that there is no way for them to correct a problem unless members let them know when problems occurred. I was very pleased to receive both e-mail and telephone contact, and it is good to see that they take members' concerns seriously.

We received a post-visit survey also - we always do. I actually enjoy answering these - it's nice to take a little time to re-live our vacation once we're back to everyday life!

 

[Peepster]

I received a phone call from a person named Joy yesterday. She, too, was very apologetic and said that the DVC had hired more member service people to respond to our concerns. I have to say, I'm a little skeptical and this is just an opinion, but I hung up wondering if anything would really be accomplished. I just had the feeling that she was trying to appease me, no matter what the concern. That being said, I am going to hold out hope that she was sincere and things will change. Joy gave me her direct phone number and told us to call whenever we had concerns. So, for the moment, I'll take her at her word. It does seem to be true that when there are things that need attention, the more of us who make contact with MS the better they respond. Joy did confirm, as someone had posted, that VWL is getting new mattresses and sofa beds this year.

Thanks for the encouragement to write...It's certainly more fun to write and compliment, than to complain!

Off topic...you guys may have created a monster. I'm attempting to write a trip report, but the first two installments haven't received much attention. Oh, well, I'm enjoying reliving the trip! The title is "The Old Broads do Christmas, etc if anyone is interested.

 

[smjj]

We got our ME luggage tags/tickets today for our Feb. 26th trip to VWL. I hope we do not have any issues like those discussed here. We have never stayed at these villas yet but took a self guided tour the last time my wife and I were down there. They look great from what we saw and we we looking forward to ur trip. If we do run into any issues, we will let them know. As several here have mentioned, they can't be fixed if they don't know about them...smjj