What would you do about aweful service at saratoga springs?

[eaworld]

We just returned from a 10 day stay at saratoga springs, dw dd(7), ds(3) and I. We arrived on Sept 27 at 12:00 noon via magical express, have used it dozens of times in the past and had no issues. Our luggage arrived at midnight thanks to my wife calling and complaining half a dozen times and finally someone admitting that magical express never picked up our luggage at the airport. The worst part about this is that it was our daughters 7th birthday that day and we had gifts and door decorations in our luggage and 6:00 dinner resies at whispering canyon. To make a long story short we cancelled them and were finally compensated by a dining resie at hoop de doo this past Saturday completely paid for by Disney. So as the week went on we only got 1 room cleaning service and all they did was change out towels, which on a 9 night stay we should receive a full cleaning service. Also my son, who is still in diapers soaked our bed one day while taking a nap and it took housekeeping 4 1/2 hrs to bring us new bedding. Oh and there was the clogged sink that took 2 phone calls and a note at the sink on cleaning day, and 4 days to finally repair. To top it all off, my wife pulled out the hideaway bed to joyfully find a "soiled femine hygiene product" come flying out of the bed! We pulled out the couch and found another one behind it! I called the front desk to complain about said issue and was informed at 10:30am that someone would be right up to fix the problem. We went to the parks for the day and got back to our room to find out said problem was never taken care of. Unfortunately that was on our final night and never called them back to complain since we left right away the next morning. My wife took pictures of this, and my question is...should I contact the general manager of saratoga springs or is there a higher power to bring this up too? As a dvc member for 10 yrs and this being our 3rd stay at ss, I will NEVER STAY THERE AGAIN!

 

[erionm]

Send an email to the DVC Member Satisfaction team noting all of the issues you stated above.

Their email address is: dvcmembersatisfactionteam@disneyvacationclub.com

 

[com_op_2000]

IMHO, you should of gone straight away to the front desk and talked with a manger. If I can not get satifaction on a issue that is what I do.

 

[tjkraz]

IMHO, you should of gone straight away to the front desk and talked with a manger. If I can not get satifaction on a issue that is what I do.

Ditto.

Most people probably don't know this but calls to the "front desk" at any Disney resort actually go to an off-site call center. That's true of EVERY hotel at WDW. Usually the system works as it should and messages get relayed to the proper people, but it does add another checkpoint where errors can occur / messages get lost.

Send an email now and detail all of the problems. It will get read. It will get passed up the chain. And you will probably get a personal call from someone in DVC Member Satisfaction.

But the best way to handle resort problems is ALWAYS to deal with it while at the resort. It doesn't need to be a confrontation. A resort manager isn't going to doubt your story or question the problems.

Walk to the front desk with a concise, hand-written list of problems and make sure you have a specific understanding as to when the problems will be resolved. Might take 15 minutes of your time to make the list, walk over and speak to a manager, but that could have saved you days of repeat maintenance calls now the time you'll spend dealing with these issues from home. And it would have improved the overall quality of your trip as well.

 

[disneynutz]

I would also contact WDW Guest Relations at:
wdw.guest.communications@disneyworld.com

They aren't DVC but they have a vested interest in ME and the resort.

We have had similar issues at most of the resorts so I wouldn't give up on SSR.

Bill

 

[eporter66]

I would definitely complain, that is unacceptable.

 

[deb010305]

I would also complain. But I have to agree with the PP who said its worth the time to go to the front desk in person. Last October at SSR the fridge in our 2 bdr seemed "warm" when we got there. We turned it colder, loaded in our groceries and took off for the afternoon. Fast forward to later that day, when we got back, and yes the fridge was even warmer and our food was iffy. My DH called and then followed up with a visit to the front desk. They brought a new fridge, and asked for a list of the spoiled food. Someone from SSR or somewhere, then went and replaced the food. Matching brands and sizes, and it hadn't been purchased through SSR, so a lot of the items weren't available at SSR.

 

[scootert]

Be sure and attach your photos to the email --

 

[n2mm]

I agree, an email to member services satisfaction team is a must. They will call you and you can discuss further. Keep in mind that your issues can happen at any resort, so it's not a SSR exclusive. I had a bad experience at BLT and like you, it was issue after issue, call after call, and no results. It actually made me feel better after my DVC call. And it felt good to get an apology. I didn't receive any compensation like you, but did receive a nice gift basket upon my next visit which was totally unexpected. Sadly, my next visit to BLT was equally frustrating and filled with issues, so we just decided that we just don't have good luck at BLT. After our last visit there this year, no one is eager to even go back there. (We've had 4 stays there and always multiple issues each stay)

 

[lugnut33]

Please let us have a nice clean room for our stay in November at SSR!!

 

[Disneymom83]

I'd like to know how disney ends up handling this situation. That's awful. If I paid their prices yo stay there and had those issues, they would be dealing with an extremely upset guest. Some of the things mentioned are unsanitary and quite disgusting.

 

[eaworld]

The emails have been sent to both dvc and wdw guest relations. Curious to see what comes of it, thanks everyone for your suggestions. Keep u posted on the outcome.

 

[eaworld]

Got a call from dvc today! Refunded 2 weekend nights points and on our next trip to wdw in April, said if we needed any resies for dining that couldn't be made through Disney dining, they will make sure all requests are taken care of!!! Dvc says they have never heard of anyone having the issues we did on a visit, and we're glad I contacted them and the proper people at ssr will be informed of the issues again and make sure this never happens to anyone else

 

[cseca]

I'm glad they did something to compensate.
I think finding the soiled you-know-what takes the cake ... ew...

 

[Sammie]

Glad you heard back from them.

But for yourself and others in the future, Disney does not provide the Magical Express service, Mears does and any problems with them truly is not the resort's fault.

Definitely, Never call the front desk, go there in person and ask for the on duty manager. Only then do you stand any chance of the right person knowing what is going on.

 

[tjkraz]

Glad you heard back from them.

But for yourself and others in the future, Disney does not provide the Magical Express service, Mears does and any problems with them truly is not the resort's fault.

Definitely, Never call the front desk, go there in person and ask for the on duty manager. Only then do you stand any chance of the right person knowing what is going on.

Agree!

I'll take a stress-free trip over compensation any day.

 

[dianeschlicht]

Glad you got some concessions for all our problems. Finding the unsanitary conditions you found would have put me over the edge, and I'm a pretty laid back person. Finding the items you found though would have made me request a new room.