msabol01
DIS Veteran
- Joined
- Jan 21, 2008
- Messages
- 597
Just returned from a two night stay at AKL Jambo prior to going on a 7 day cruise. Below is a recap of our experience and I would really like advice on what courses of action any of you would suggest I take beyond what I have already intend to take.
We checked into a 1 bedroom in the Jambo house with a family of four (2 kids ages 6 and 10). After putting the kids to sleep in the living room and cleaning up prior to going to bed we discovered the bed in the master bedroom was not level because the frame was broken and one corner was resting on the floor.
We immediately called the front desk to report the issue and mentioned the kids were asleep so we would rough it and maintenance could fix it in the morning.
The next day we leave to tour the various resorts and check out Christmas decorations and have lunch returning to the room at 3 pm. Upon inspection we discovered no action has been taken. My wife calls the front desk to inquire about the status of repair and was met with a rude and dismissive cast member who basically said,"we've had a lot of things come up and haven't gotten to it...have a magical day" and hung up.
This prompted me to call the front desk and request to speak with the manager about the status of the bed repair. I was told the manager was paged and would call shortly. The CM on the phone had no updates or knowledge of our maintenance issue. After an hour and no call, I called DVC Member services and asked them what can be done since the bed condition was unacceptable and sleep was less than optimal on the bed.
The CM with MS spend about 20 minutes on the phone relaying messages to his manager who in turn was talking to the resort manager (who still hasn't called me). By now it was 4:30 and the CM from MS informed me that they were working on a resolution and I would hear from someone shortly.
At 5 pm, I receive a call from the housekeeping manager who apologizes for the situation and tells me this is the first he is hearing of an issue. He was forthright in saying that the bed probably wouldn't be fixed but he would see to us getting a new room and to pack our items and he would have our luggage moved while we are at dinner. he said to simply check with the front desk about our new room assignment. We had 5:30 dinner reservations at the Beach Club so we quickly packed prior to leaving for dinner.
Right as we were leaving, a person from maintenance came to the door to check out the bed, and confirmed that the frame was broken beyond repair and he would see if he could get a new bed from the furniture department. I informed him about my phone conversation with the housekeeping manager and the move that we were offered. He looked puzzled and said that wasnt the plan he was told about but it made more sense since it wasn't likely the bed would be fixed. By the way, I still haven't received a call from any manager.
So fast forward to 8:30, we return from dinner and I go to the front desk and was greeted with blank stares and no knowledge of any arranged move. So I asked to speak immediately with the manager on duty and explain the whole situation to him. He was the first person to seem somewhat apologetic and said he would resolve the issue. After another 30 minutes, he informs me that there are no 1 bedrooms available, but he will "upgrade" me to a two bedroom over in Kidani Village. So, I tell him I appreciate his taking some action since there was a complete breakdown in communication. This was very subpar customer service for an organization like Disney and as a business traveler who frequently stays in hotels (avg 100+ nights a year) I have experienced better response and compensation from the likes of Marriott and Starwood. I also commented that moving us to another room is a quick fix that is a given but I have wasted several hours to get resolution and have started from scratch with each new follow up call.
I asked him for the GM's contact information (which he failed to provide). At this point I just wanted to get to the room since I had two overly tired kids and it was approaching 10pm.
The next morning, I spoke with the manager over at Kidani about who to contact etc. He gave me a guest services card with an email address and the name of AKL's GM.
My plan is to write both that customer service address I was given as well as DVC customer service. My questions is there any other action I should take? Is it reasonable to ask for a refund of my DVC points?
I understand things break. My disappointment and frustration lies with how unresponsive the resort was in addressing the problem, and the poor internal communication at the resort. Had the issue been resolved or we were moved by mid-day of our second day I would have been ok with it all. Having to speak with at least five separate people with no resolution is a bit extreme.
I appreciate any feedback....I hate to rant but am at my wit's end on this. On a plus side, this was at the beginning of our vacation and DCL was able to eclipse this poor experience!
We checked into a 1 bedroom in the Jambo house with a family of four (2 kids ages 6 and 10). After putting the kids to sleep in the living room and cleaning up prior to going to bed we discovered the bed in the master bedroom was not level because the frame was broken and one corner was resting on the floor.
We immediately called the front desk to report the issue and mentioned the kids were asleep so we would rough it and maintenance could fix it in the morning.
The next day we leave to tour the various resorts and check out Christmas decorations and have lunch returning to the room at 3 pm. Upon inspection we discovered no action has been taken. My wife calls the front desk to inquire about the status of repair and was met with a rude and dismissive cast member who basically said,"we've had a lot of things come up and haven't gotten to it...have a magical day" and hung up.
This prompted me to call the front desk and request to speak with the manager about the status of the bed repair. I was told the manager was paged and would call shortly. The CM on the phone had no updates or knowledge of our maintenance issue. After an hour and no call, I called DVC Member services and asked them what can be done since the bed condition was unacceptable and sleep was less than optimal on the bed.
The CM with MS spend about 20 minutes on the phone relaying messages to his manager who in turn was talking to the resort manager (who still hasn't called me). By now it was 4:30 and the CM from MS informed me that they were working on a resolution and I would hear from someone shortly.
At 5 pm, I receive a call from the housekeeping manager who apologizes for the situation and tells me this is the first he is hearing of an issue. He was forthright in saying that the bed probably wouldn't be fixed but he would see to us getting a new room and to pack our items and he would have our luggage moved while we are at dinner. he said to simply check with the front desk about our new room assignment. We had 5:30 dinner reservations at the Beach Club so we quickly packed prior to leaving for dinner.
Right as we were leaving, a person from maintenance came to the door to check out the bed, and confirmed that the frame was broken beyond repair and he would see if he could get a new bed from the furniture department. I informed him about my phone conversation with the housekeeping manager and the move that we were offered. He looked puzzled and said that wasnt the plan he was told about but it made more sense since it wasn't likely the bed would be fixed. By the way, I still haven't received a call from any manager.
So fast forward to 8:30, we return from dinner and I go to the front desk and was greeted with blank stares and no knowledge of any arranged move. So I asked to speak immediately with the manager on duty and explain the whole situation to him. He was the first person to seem somewhat apologetic and said he would resolve the issue. After another 30 minutes, he informs me that there are no 1 bedrooms available, but he will "upgrade" me to a two bedroom over in Kidani Village. So, I tell him I appreciate his taking some action since there was a complete breakdown in communication. This was very subpar customer service for an organization like Disney and as a business traveler who frequently stays in hotels (avg 100+ nights a year) I have experienced better response and compensation from the likes of Marriott and Starwood. I also commented that moving us to another room is a quick fix that is a given but I have wasted several hours to get resolution and have started from scratch with each new follow up call.
I asked him for the GM's contact information (which he failed to provide). At this point I just wanted to get to the room since I had two overly tired kids and it was approaching 10pm.
The next morning, I spoke with the manager over at Kidani about who to contact etc. He gave me a guest services card with an email address and the name of AKL's GM.
My plan is to write both that customer service address I was given as well as DVC customer service. My questions is there any other action I should take? Is it reasonable to ask for a refund of my DVC points?
I understand things break. My disappointment and frustration lies with how unresponsive the resort was in addressing the problem, and the poor internal communication at the resort. Had the issue been resolved or we were moved by mid-day of our second day I would have been ok with it all. Having to speak with at least five separate people with no resolution is a bit extreme.
I appreciate any feedback....I hate to rant but am at my wit's end on this. On a plus side, this was at the beginning of our vacation and DCL was able to eclipse this poor experience!
Bill
