VGF Issue

[Purrrrfecta]

I am in a room that has a major plumbing problem. When I checked in two days ago my room assignment was pulled; however, they decided to put me in the room anyway knowing there was a problem. After having several of us take a shower the entire foyer was flooded, suitcases and all! I used the towels to get up most of the water. Luckily, there was a mousekeeper in the hallway when I looked out the door to see if any of the water leaked out the door. She took all of the wet towels and brought me new ones. Then engineering was sent to the room. He told my husband the pipes behind the wall had a leak, and that he would ask his supervisor what to do. four hours later my husband was still in the room waiting for the supervisor or a CM to call.

When I returned from the park I called the front desk, and spoke to a cast member. The CM apologized and said they hate it when something goes wrong with one of their rooms. I was then told I could move rooms if I wanted, and that they would not charge me the change room fee


I really love Disney, but their customer service is really lacking.

 

[DebbieB]

I am in a room that has a major plumbing problem. When I checked in two days ago my room assignment was pulled; however, they decided to put me in the room anyway knowing there was a problem. After having several of us take a shower the entire foyer was flooded, suitcases and all! I used the towels to get up most of the water. Luckily, there was a mousekeeper in the hallway when I looked out the door to see if any of the water leaked out the door. She took all of the wet towels and brought me new ones. Then engineering was sent to the room. He told my husband the pipes behind the wall had a leak, and that he would ask his supervisor what to do. four hours later my husband was still in the room waiting for the supervisor or a CM to call.

When I returned from the park I called the front desk, and spoke to a cast member. The CM apologized and said they hate it when something goes wrong with one of their rooms. I was then told I could move rooms if I wanted, and that they would not charge me the change room fee


I really love Disney, but their customer service is really lacking.

Did you get a new room? I wouldn't stay in a room like that, they probably need to pull up the carpeting.

 

[disneynutz]

When you call the front desk, you actually get a call center, not the resort so expect lip service.

If it were me I would walk over to the GF, ask to speak to the duty manager, explain the problem and expect to be moved. Don't accept anything less, no excuses. Be pleasant but firm, not emotional.

Follow up with a call or email to DVC member satisfaction.

Keep a record of who you talk to at the GF.

Problems can happen, it's the way that they are addressed that makes the difference.

Good luck and let us know what happens.

Bill

 

[jerseygal]

That comment borders on RIDICULOUS!

IMO, 4 hours "waiting" is a MAJOR INCONVIENCE and needs to be addressed!

Best of luck with the rest of your vacation and sorry that an inexperienced CM dealt with this!

 

[bobbiwoz]

What an awful situation. Not acceptable. I hope they deal with this, because so far you have been ignored.

 

[gretchenohar@hotmail]

Yikes!
Please let us know what happens.
I hope the rest of your trip is much better!

 

[Purrrrfecta]

Hi everyone,

We were able to change rooms on Friday at around 12:30. One of the GF managers, Alfredo personally helped us take the luggage to our new room, which basically had the same view - fountain looking towards the monorail with a fireworks view at night.

I still ended up losing a day, which was really bad. I did feel relaxed when I finally got settled in the new room. The sad thing is that I only booked the VFG for 3 nights, and I am checking out today.

Now off to SS. The one resort where I never have issues. Hope I do not jinx myself on this one.

Thanks for listening,

Connie

 

[gretchenohar@hotmail]

I'm glad you were able to change rooms, but so sorry you lost a day...
Enjoy the rest of your vacation.

 

[Dean]

Hi everyone,

We were able to change rooms on Friday at around 12:30. One of the GF managers, Alfredo personally helped us take the luggage to our new room, which basically had the same view - fountain looking towards the monorail with a fireworks view at night.

I still ended up losing a day, which was really bad. I did feel relaxed when I finally got settled in the new room. The sad thing is that I only booked the VFG for 3 nights, and I am checking out today.

Now off to SS. The one resort where I never have issues. Hope I do not jinx myself on this one.

Thanks for listening,

Connie

For most situations where points reimbursement comes up, I generally think it's unreasonable. However, in this case as presented, I'd ask MS for a return of one day's points and possibly 2 and feel that would be very appropriate.

 

[kristenrice]

For most situations where points reimbursement comes up, I generally think it's unreasonable. However, in this case as presented, I'd ask MS for a return of one day's points and possibly 2 and feel that would be very appropriate.

I agree! We were assigned a dedicated 2BR when we'd booked a lock-off at AKV. The booking categories there are guaranteed, not requests, and since we were a family traveling with a couple, we were not pleased. They couldn't move us the first night, but we were able to get a lock-off for the rest of the trip. The resort manager applied a $200 credit to our room and DVC gave us the points back. Both forms of compensation were neither asked for nor expected. I merely explained that we did not receive what we'd booked and I wanted to make sure that they were aware that there was a potential training issue. In the OP's case, they should definitely return at least one night's worth of points. That is a lot of points to give up to stay in a puddle. (Maybe that's what VGF classifies as a "water view")

 

[kirstenb1]

We had a water issue at SSR last month. We entered our room and immediately noticed the central air unit had a giant leak. The carpet was drenched. I told the rest of the family to just sit down (we were all exhausted after a 2 day drive), and I drove back up to the front desk. I explained the situation and asked to be immediately reassigned another room. They were able to get us a room 2 floors up in the same building. A minor inconvenience, but it all worked out fine.

 

[disneynutz]

We had a water issue at SSR last month. We entered our room and immediately noticed the central air unit had a giant leak. The carpet was drenched. I told the rest of the family to just sit down (we were all exhausted after a 2 day drive), and I drove back up to the front desk. I explained the situation and asked to be immediately reassigned another room. They were able to get us a room 2 floors up in the same building. A minor inconvenience, but it all worked out fine.

Fortunately you were at SSR which usually has rooms available. The problem is that at other DVC resorts, there usually isn't any available rooms to move you to and it's Disney policy not to move DVC guests to non-DVC rooms or other resorts.

Bill

 

[com_op_2000]

... it's Disney policy not to move DVC guests to non-DVC rooms or other resorts.

Bill

Once cause of over booking at VWL:
Booked a studio at VWL, when we tried to check-in, we had been upgraded to a WL 2 bedroom lake view suite, in the main WL building not the DVC portion. Called some family members to come and join us for an unexpected vacation.

 

[Simba's Mom]

I am in a room that has a major plumbing problem. When I checked in two days ago my room assignment was pulled; however, they decided to put me in the room anyway knowing there was a problem. After having several of us take a shower the entire foyer was flooded, suitcases and all! I used the towels to get up most of the water. Luckily, there was a mousekeeper in the hallway when I looked out the door to see if any of the water leaked out the door. She took all of the wet towels and brought me new ones. Then engineering was sent to the room. He told my husband the pipes behind the wall had a leak, and that he would ask his supervisor what to do. four hours later my husband was still in the room waiting for the supervisor or a CM to call.

When I returned from the park I called the front desk, and spoke to a cast member. The CM apologized and said they hate it when something goes wrong with one of their rooms. I was then told I could move rooms if I wanted, and that they would not charge me the change room fee


I really love Disney, but their customer service is really lacking.

Gee, they didn't charge you the room change fee? How mighty considerate of them! I mean, REALLY! They should be doing a heck of a lot more than that! And of course, I wonder whose "great" idea it was to give you that room despite the room assignment having been pulled. Yes, a call to DVC member satisfaction is in order.

 

[chateau]

I guess they could've gotten someone who gets riled up or someone like OP that'd go through the motions to deal with it, difficult as it may be. I hope the remainder of your trip was pleasant, OP.

 

[kirstenb1]

Fortunately you were at SSR which usually has rooms available. The problem is that at other DVC resorts, there usually isn't any available rooms to move you to and it's Disney policy not to move DVC guests to non-DVC rooms or other resorts.

Bill

We're longtime OKW owners. I understand availability changes depending on the resort. However, I would have been very surprised if they couldn't find us a room at either SSR or OKW.

 

[disneynutz]

We're longtime OKW owners. I understand availability changes depending on the resort. However, I would have been very surprised if they couldn't find us a room at either SSR or OKW.

I should correct my post, it's Disney policy not to move DVC guests to any resort. Not saying that they never have.

My guess is that the resorts don't know what to do about the DVC point accounting.

If it was a resort cash guest, they know what to do, point guests, not so much. If MS is open, the resort might call DVC for help, if not, they don't know what to do.

Even moving from a DVC point stay to another resort will cause points to go into holding.

Bill