Room complaint - to whom do we direct letter?

[aprilzw]

Recently back from Christmas trip to BWV. This is not our home resort and this was our first stay there. We were so disappointed in our room. It was filthy and not properly maintained. There were piles of dust and crud in the corners of the kitchen and bathroom floors - it was so disgusting we called immediately to have them recleaned. When housekeeping came they STILL didn't do it right!! My mother ended up on her hands and knees cleaning the floors. Parts of the oven didn't work, like the lights and fan and there was a large rusted out area on the door to one of the bathrooms - yuk! We were shocked. I feel so disappointed and slightly ripped-off since you pay so much in points to stay at this time of year. Furthermore we had family members with us for the first time to whom we had bragged and bragged about DVC and the quality. We felt so embarrassed and foolish.

Anyway, thanks for listening to my gripe. Can anyone tell me to whom we should direct our letter?
Thanks...
April

 

[colleen costello]

It will be Jackie Leuders (Lueders?) who is the queen of member satisfaction. Sorry I don't have the Email, someone here will. I just wanted to say "sorry." I can imagine how disappointed you were, especially as you were acting the "host."

The recent flood of reports about poor maintenance/housekeeping all over WDW is disconcerting. I know when I shell out a zillion points for a room, I sure don't want to step in the previous occupants' hairballs. I laugh that if I want a messy place I can stay home!

Better luck next time! I am glad you are letting Mickey know there was a problem.

 

[TwirlerGirl]

You can reach Jackie by calling MS's 800-800-9800,
and ask for Member Satisfaction Manager, Jackie Lueders. I have done this and she will return the call usually in 48 hrs. You may find the following helpful:

sending an email to members@disneyvactionclub.com (subject: ATTN JACKIE LUEDERS),

or write to: Disney Vacation Club, Attn: Jackie Lueders, 200 Celebration Place, Celebration, FL 34747.

She will want to know if you brought this matter to the Resort Manager's attention or who did you talk to? What did the CM's do to resolve the situation and what you felt needed to be done and wasn't.

Jackie is a great listener. Hint from personal experience: Keep the focus on Customer Satisfaction and Preception of quality service. Try not to let your emotions into the conversation. She will want to know what you want to happen - Housekeeping inspections, closer check on damage to the rooms, why items weren't replaced when they are damaged ..... what ever your expectations are. Let us know the results. Good luck.

Sandy

 

[DebbieB]

Sorry to hear you had problems. Just curious, what was your room #?

 

[aprilzw]

Our room was a lock-off 2 BR: 2068 and 2070. It was handicap accessible because we had someone in a wheelchair and was righ near the lobby. Thanks for all the info. Will let you know what happens.

 

[dcbrown]

I was there as well over the holidays and although my room was OK at OKW I was very disappointed in the parks in general. I fond the same type of care throughout each park and ride I was able to get in or on....I almost thought I was at Six Flags....I guess that maintenance just could not keep up with the massive crowds....very unDisney like!!

DCBrown

 

[jade1]

Weird. We just got back from a week in 4008/4010 BWV 2BR and it was perfect. Cant say I actually checked the corners or anything but it appeared flawless. We checked in at 7AM but did not get in until 4PM, maybe they had more time to clean. Awesome trip and room.

 

[Lexxiefern]

I just wanted to say sorry that you received a dirty room.

 

[floridafam]

Sorry this happened to you.

We had a similar experience at VWL.

There is no excuse for a dirty room and it just adds to the frustration when they clean it and goof it up again.

You have every right to be frustrated. All I could think of at VWL in October was that I was glad we didn't have family with us because we would have felt awful.

Please let us know what comes of this and if it is handled to your satisfaction.

 

[Lesley]

We had a similar experience during our first stay at BWV....unfortunately we were all sick and not even feeling well enough to complain properly. But we did move to another room later that week that was perfect...more than perfect, in fact.

Sorry to hear this continues to happen....I just think there are some in the housekeeping staff who need more supervision. I know they train them well...because the last room we had was being used for training when we got there! A manager was messing things up and making sure the cm was able to make note of everything that was wrong and correct it properly. Unfortunately there are folks who will cut corners on their work and eventually it really shows.

We haven't had a bad room experience since that first stay 2 years ago.

 

[goofy4dvc]

While I'm sure most rooms are cleaned satisfactorily, there have been enough complaints of dirty rooms to cause concern. I've also noticed alot of people reportilng "nicks" and "dings" on furniture, etc. when staying in DVC resorts. What I'm wondering is if this problem is unique to DVC resorts or is it at all WDW resorts (DVC and non-DVC). People are talking about lots of wear and tear at BCV when it is so much newer than Beach Club proper. Why aren't people commenting about wear and tear at Beach Club when it's several years older than BCV? You'd think the furniture would wear out at the same rate regardless of whether it's DVC or not. What's the deal?????

 

[cheyita]

Originally posted by goofy4dvc
While I'm sure most rooms are cleaned satisfactorily, there have been enough complaints of dirty rooms to cause concern. I've also noticed alot of people reportilng "nicks" and "dings" on furniture, etc. when staying in DVC resorts. What I'm wondering is if this problem is unique to DVC resorts or is it at all WDW resorts (DVC and non-DVC). People are talking about lots of wear and tear at BCV when it is so much newer than Beach Club proper. Why aren't people commenting about wear and tear at Beach Club when it's several years older than BCV? You'd think the furniture would wear out at the same rate regardless of whether it's DVC or not. What's the deal?????

My guess: we are noticing much more and are more particular because we are owners at DVC properties. We take an amount of pride in those properties and want them kept up to perfection. I'm not over at the boards that report on non-DVC properties, so I don't know if those complaints are going on or not. But I didn't look nearly as carefully at the condition of the furniture when at hotels previously as I do now that I'm a member staying at DVC property.

BTW - sorry to hear about the dirty room. What a shame, and I'm glad you're reporting it!

 

[JudithM]

I would contact Member Servises & ask who is the Memeber Satisfaction Manager. I was told by a few CMs on my last trip that Jackie & another CM were switching positions. I suspect Jackie would still forward letters to the appropriate CMs.

April, I am sorry you had an unsat room. I am glad you contacted housekeeping at the time. Did you also call the resort's housekeeping manager before your mom ended up on her hands & knees?

 

[sandieb]

Wow, what a disappointment to find your villa dirty. I had read so many concerns that I called Jackie L. and asked to have a supervisor inspect my villa prior to checking in...we had also brought "company". In my Maryland home I always clean and fluff prior to having people over, especially if they are houseguests. I wanted the same attention to my "DVC home."

I really think it is most important to follow though on these complaints. Jackie told me that they receive very few complaints about housekeeping. On the brighter side, that may mean there are few lapses in housekeeping.

Sandie

 

[Sammie]

Originally posted by goofy4dvc
While I'm sure most rooms are cleaned satisfactorily, there have been enough complaints of dirty rooms to cause concern. I've also noticed alot of people reportilng "nicks" and "dings" on furniture, etc. when staying in DVC resorts. What I'm wondering is if this problem is unique to DVC resorts or is it at all WDW resorts (DVC and non-DVC). People are talking about lots of wear and tear at BCV when it is so much newer than Beach Club proper. Why aren't people commenting about wear and tear at Beach Club when it's several years older than BCV? You'd think the furniture would wear out at the same rate regardless of whether it's DVC or not. What's the deal?????

If you read the recent post about a visit to HH DVC where the OP's upstairs neighbors had "10" in a one bedroom unit, you can understand the wear and tear. I think because of the villa layout, more abuse the limit than a standard hotel room.

Even then can you imagine 6 adults and 4 children and 2 beds and one a sofa sleeper. That is not my idea of fun.

 

[SueM in MN]

Originally posted by goofy4dvc
While I'm sure most rooms are cleaned satisfactorily, there have been enough complaints of dirty rooms to cause concern. I've also noticed alot of people reportilng "nicks" and "dings" on furniture, etc. when staying in DVC resorts. What I'm wondering is if this problem is unique to DVC resorts or is it at all WDW resorts (DVC and non-DVC). People are talking about lots of wear and tear at BCV when it is so much newer than Beach Club proper. Why aren't people commenting about wear and tear at Beach Club when it's several years older than BCV? You'd think the furniture would wear out at the same rate regardless of whether it's DVC or not. What's the deal?????

I noticed one thing about the furniture at BCV when DH and I stayed there in July that might might explain some of the "wear and tear" comments. I noticed some of the furniture had nicks and markings that looked like someone had puched a random pattern of holes with a pen in the furniture. Also nicks on the legs and sides that looked like it had been bumped a lot. We lppked at it and wondered howm people could be so careless to damage it so quickly. When we visited the BCV model, lo and behold, their furniture looked the same. The furniture in the BCV lounge looks the same too. The answer is that the furniture is made to resemble driftwood, with tiny holes and distressing. So, if that's what people are seeing, the furniture looks like that brand new.