Response from Disney Re:BVC

[patsal]

Today I received a response from Lynn at Disney. She said she received my E-mail about the BCV portion of my July vacation. That thread had gotten so long I figured, I'd just start a new one to let everyone know that I did get an apology for all the mistakes and most especially for the way my children were treated. She said she was passing the information to the general manager of the Beach Club as well as all management for that hotel. Hopefully this will help to elicit change and prevent others from experiences like I had. I have not received a response to the snail mail I sent to DVC, but expect that to take a bit longer since it was received by them a few days later than the e-mail.
I was really glad to have received a response and to get an apology--at least they acknowledged that there was a problem that needed to be addressed.

 

[calypso*a*go-go]

Good for you patsal! Thanks for the update.

 

[ceejay13]

I agree, thanks for the update. It's always nice to hear what the resolution was.

 

[dis-happy]

I remember your original post. Glad to hear that they are---finally---providing a reasonable response to what happened.

I'm more than a little disappointed in BCV and what should have been a wonderful time for you (even though you did a great job and made the best of it).

 

[Patty3]

Thanks for the update. I was glad to hear that you did get an apology and that the problem will be addressed. I am just sorry that this happened to your family to begin with. Please keep us posted on any future development. Thanks.

 

[3DisneyNUTS]

Still just an apology is a little dissappointing. A little stuffed Mickey for the kids as a good will gesture would be nice. Something to make up for the mistake. I mean your kids saw gifts and had them taken away because they were in the wrong room right?

 

[patsal]

Yes, 3DisneyNUTS, that is true. However, I am satisfied with an apology and the hope that Disney will follow through with helping BCV to get back on track in customer service areas. Sure something for the kids, at the time the mess started, would have been nice, but admitting they messed up on this one and hope that they will fix it so no one else will be treated that way is as good a solution as I had hoped for. Now that we are home and planning our next vacation, the kids have not mentioned it and I'd rather like to keep it that way! Heck, an apology at the time and speaking to my children in a nice tone as well as apologizing to them would have been fine in the first place.
When asked if I would return to BCV I answered that I doubted that I would anytime soon. She surprisingly said she didn't blame me! I was prepared to be told that she was sure a repeat trip would be great or something along those lines, but no, she floored me with an I don't blame you! Needless to say I was speechless!

 

[3DisneyNUTS]

wow I cannot belive she said that. That is actually a scary comment from a CM. Hopefully they will straighten it out.

I am so glad your kids forgot about it

 

[DeeDeeDis]

Actually it sounds like the CM spoke from her heart when she said "I don't blame you", she most likely has children of her own and can relate to how crushed the kids must have been. I'd rather deal with a CM who acts human and speaks honestly. I would give that type of salesman/representitive repeat business than one who tried to doubletalk his way out of a situation.

Glad to hear you did receive at least an apology, hopefully you will receive a quick response from your letter.

 

[patsal]

DeeDeeDis--I agree, a sincere apology was just what I wanted. It wasn't so much shock at what she said, it was the fact that she was sincere and didn't attempt to justify it with a "canned answer" that floored me. I appreciated an honest apology and not patronizing me or fluffing it all up with grand excuses.

 

[rocketriter]

I work in customer service myself, a field where Disney's policies are revered, so I can tell you it's extremely likely that your experience has prompted more than one meeting and more than one modification to someone's performance evaluation. It also attracted enough public attention that it could make its way right into their customer service training programs (with your family's name removed, of course). Disney is not going to say "Thank you" and blow you off.

 

[Dancind]

When I read your report I was struck by one thing, the statement that your original room wouldn't be ready "until tomorrow". That means either the room had been trashed by the previous occupant, and required some maintenance, or that someone had checked in during the interim and raised a stink about their requests not being met, so they gave them your room. Either way, it's obvious that they gave you a room that had been set aside for some big shots that hadn't arrived yet. That shows that they placed your family above the big shots, at least. Too bad they didn't know about the goodies.

 

[patsal]

Dancind, Lynn from Disney did say that when she was looking over the letter and crossed referenced it to the room assigners list she did notice that I ended up in a different room than was originally blocked for me. Commented that it didn't meet the small request I had. I figured it had to do with someone else being assigned that room or that the room really was not ready and had very high need cleaning to be done.