Where do I complain?

[stichy]

Not sound whiney but we just had a really bad experience with BLT. We splurged for 1 night there in a MK view room. The torrential rain and lightening wasn't disney's fault but I was really dissapointed that I missed wishes. DH felt so bad that he offered to stay all day today in the parks so we could see the fireworks. He would have had to drive all night and then go straight to work in the morning. I couldn't let him do that. Oh and the reason for the trip was to celebrate the 6th anniversary of my 29th bday. The room was a mess. The tub looked like someone had spilled beige paint all over it and didn't clean it up. The paint was chipping off. Also there was writing on the wall in the kitchenette. It looks like it was left over from when it was installed. The couch cushions we almost shreaded. Really not what I expected from a brand new resort.

 

[jco_direwolf]

The room was a mess. The tub looked like someone had spilled beige paint all over it and didn't clean it up. The paint was chipping off. Also there was writing on the wall in the kitchenette. It looks like it was left over from when it was installed. The couch cushions we almost shreaded. Really not what I expected from a brand new resort.

Why didn't you call the front desk when you got up to the room?

Seems like to me if the room was unacceptable the time to alert them is when you show up. Not after you get back from the trip. They will fix issues that they can and move you if they can't. The state of disrepair you describe they need to take it out of inventory and fix it.

Now a quick story. We checked-in to OKW and the fridge wasn't cold (like it was turned off) so I played with the control and said "I think it's getting colder" my wife called down to find out if we could store some items that need to be cold while the fridge cooled off.

Well we get back from the parks, and she asks me why I moved the stuff round in the fridge. I said "Umm I've not opened the fridge since we got back." As I'm looking around there is a note, apologizing for the fridge, and they had swapped out the full size fridge.

 

[DebbieB]

Not sound whiney but we just had a really bad experience with BLT. We splurged for 1 night there in a MK view room. The torrential rain and lightening wasn't disney's fault but I was really dissapointed that I missed wishes. DH felt so bad that he offered to stay all day today in the parks so we could see the fireworks. He would have had to drive all night and then go straight to work in the morning. I couldn't let him do that. Oh and the reason for the trip was to celebrate the 6th anniversary of my 29th bday. The room was a mess. The tub looked like someone had spilled beige paint all over it and didn't clean it up. The paint was chipping off. Also there was writing on the wall in the kitchenette. It looks like it was left over from when it was installed. The couch cushions we almost shreaded. Really not what I expected from a brand new resort.

Did you take pictures?

 

[TiaMaria]

OP I agree. The time to bring those types of problems to someone's attention was when you first got to your room. From your post, it does not sound like you contacted housekeeping, maintenance or the Front Desk.

How on earth are those things going to be taken care of if you don't point them out?

Now, at least, one other guest has checked in and had to deal with that stuff. If I was in your shoes, I would certainly wish that the guest BEFORE me had reported these issues.

If you are a DVC member, you can contact DVC Member Satisfaction with your concerns at this point. Hopefully they can then get these issues taken care of. They may even offer you the standard, scripted apology.

 

[McCrae]

I agree with the sentiments of the other posts. If you have problems with a room it's not house keepings fault if you don't report it....though it could be argued that faults should be picked up when the rooms are clean.


House keeping can't do anything to help you if you wait until after you check out to say anything.

I am full of praise for house keeping at BLT, we discovered a few minor problems with our room when we checked in. we reported it and within minutes house keeping came and fixed the problems...and that's after me telling them the repairs were not urgent and we could wait until the next day.

Great service IMO.

I would though give feedback on the members website about your problems, because if you are not happy with a room they need to hear about it.

 

[Dizny Dad]

. . . . . . . . The couch cushions we almost shreaded. . . . . . . .

Not sure if this is a mis-worded sentence or you were just that frustrated!

 

[dbs1228]

While at OKW in May we noticed the ice maker was not working, called CM around 5 PM to report it had to call back at 9:30PM since no one had come and now the water from the icemaker was leaking into the frig. Maintance showed up at 10PM thought he fixed it, did not so another call the next day. I was told they would swap the full size frig out (sounded crazy to me we were on the 3rd floor and I think and ice maker would be an easy fix with a brand new one). Well they did not exchange out the frig BUT they did offer to move us to the second floor (right below where we currently were) but we decided that was too much work for us since we were settled (for ice anyway) and to my surprise when we got home from the parks that day there was a BIG bag of store bought ice sitting in our freezer. Still able to make those frozen drinks!

 

[Ms. WDW]

I'm sorry you had such a bad experience at BLT. I would have been very upset myself.

However I can't stress enough what I continue to hear; "Call the Front Desk Immediately" when you see conditions like you had in your room! Unfortunately the impact of complaining "after the fact" is far less and concerning for the resort.

You can write to the following e-mail address. I had a situation awhile ago and I forget where I got this address from, but I did get a reply. WDW.Guest.Communications@disneyworld.com
I don't know what type of response you'll get; probably just an appology. But it's worth a shot!

Again, sorry about the stay and I'm sure your next one will be much better.

 

[Deesknee]

Sorry the room had problems.

Although, I agree complaints/concerns should be made asap. I also understand if the OP didn't want to spend her one day at BLT switching rooms. Perhaps doing the old fashioned check out...at the desk, so you could make them aware of the problems. No advice on where to send complaints, although I think that has already been given.

 

[BEASLYBOO]

DVC Owner since 2000 and thankfully I've never had a room, the likes of which you describe. I've read many posts regarding these types of issues and often some are reticent to complain to housekeepping and/or ask for another room because a) You're on vacation and don't want anyone in your room b) You don't want to make a fuss or c) you just plain don't want to deal with it. Unfortunately, I think it's human nature and or MS nature to just put things off and not worry about fixing things until someone really does make a fuss. Housekeeping doesn't check for missing or burnt light bulbs, they, according to some of these threads don't clean the master tub each and every time, they don't take inventory and replace missing kitchen items , I could go on and on..

Ie: I once had a room with no light bulbs, not burnt ones but none, which is fine in the daytime but when you get back at 10:30 pm, it makes finding your jammies a little difficult, thank goodness for the jacuzzi shutters. It's not a national crisis but it's ridiculous to have to deal with this!

Though it may be an inconvenience of sorts, I think it's in all of our best interests as DVC owners to report these issues and to report them quickly. I understand normal wear and tear, I understand squeezing out the last little amount of life out of furnishing before a major refurb but I do not understand nor will I put with a dirty room!

 

[DVCSAMNH]

This kind of stuff really makes me crazy. Yes, I fully understand that if a light bulb goes out we need to call down and have them replaced for ourselves and as a courtesy to the next member who checks in. Dishwashers, TVs, washers, jacuzzi tubs just stop working with no warning and we should call right away to get them fixed. There would be no way mousekeeping or the mousekeeping supervisors would know about these things unless they were told about them. We all know they don't do the complete checklist rundown that a hotel does after a guest checks out.

But, why is it the members responsibility to spend their only day of vacation or even one hour out of their busy week vacation chasing down housekeeping and maintenance to clean writing off the wall, clean paint out of the tub and have shredded furniture taken care of? There is no way that this stuff wasn't seen by staff. This stuff is being ignored by all until somebody makes a stink.

I understand summer is extremely busy and they are full to capacity but housekeeping supervisors should be inspecting these rooms on a rotating basis. These rooms should never be allowed to get as run down as some of them are allowed to get.

 

[wildernessDad]

I find it hard to believe that the average DVC owner would trash a villa in that manner. Perhaps I am naive, but it seems to me that paying guests are more likely to trash a room than DVC owners, whose dues pay for the upkeep.

 

[Emagine]

I always say this on the Dis boards no matter where the Complaint Column is. I hope you complained while there and not waited till you got home. If something bothers me that much I will not let it eat me up and want to complain once the bags are unpacked.

Be the change you wish to see in the world sort of thing - let places you are know rather your happy or not.

 

[TisBit]

OK, the point of needing to complain while you were there has been well made.

But honestly, it sounds like the weather was your main complaint and the room was secondary. It is easy to displace your frustration on what might be minor room issues that really didn't bug you when you first checked in (which is why you wouldn't have complained then).

Not sure if you are looking for something in return, but quite honestly, you will get very little after check out, unless management goes up to that room and finds atrocious conditions. But, I doubt that would happen, the conditions you described would not have lasted long if they are as full blown as you reported them.

 

[n2mm]

OP, that is very discouraging. Please send a letter/email to the satisfaction team. I too had lots of issues during our very first visit to BLT in May. I had the maintenance crew in and out for several days and did speak to the manager. My issues did get resolved over several days while I was there. It was a pain in the butt having to deal with maintenance issues while being on vacation. I did write to the satisfaction team about my less than great first impression on my newly purchased contract. The CM was very pleasant and apologized and found the entire situation unaccetable and would be reporting it. I was happy to talk to someone about it and felt better afterwards that I was proactive, both while I was there and after I got home.

 

[stichy]

Why didn't you call the front desk when you got up to the room?

Seems like to me if the room was unacceptable the time to alert them is when you show up. Not after you get back from the trip. They will fix issues that they can and move you if they can't. The state of disrepair you describe they need to take it out of inventory and fix it.

Now a quick story. We checked-in to OKW and the fridge wasn't cold (like it was turned off) so I played with the control and said "I think it's getting colder" my wife called down to find out if we could store some items that need to be cold while the fridge cooled off.

Well we get back from the parks, and she asks me why I moved the stuff round in the fridge. I said "Umm I've not opened the fridge since we got back." As I'm looking around there is a note, apologizing for the fridge, and they had swapped out the full size fridge.

We spent most of the day in the park. It was dark when we got back right before Wishes was supposed to start. Once Wishes got rained out we went to bed. The next morning was when we realized all of the things wrong with the room. DH took pictures so that I can email them to whoever I need to email.

 

[gonzalez8530]

We recently stayed at BLT (twice) in August. Each time we called maintenance for different issues. Our first concern was that we didn't want to be deemed responsible (for example, small tears in the couch cushion). One room the master bedroom did not have the lock button on the door. I contacted maintenance and they came by to look at it. Unfortunately, they said they had a few of these issues and the buttons were on order. I have found the staff to be very responsive.

In you case where you paid for a premium resort with a premium view, I certainly would have requested a room change. If there are major issues, they will (as best as possible), try to fix or change your room. Disney is if anything, about customer service. Don't let this vacation disappoint you from returning to BLT. Just remember that in the future, if you diapprove of the room, you can request a change.

There will be an on-line survey regarding your stay. You can certainly put your comment in the survey. Disney is excellent in responding to surveys.

 

[Sammie]

For all future problems and for anyone else, please do not "call" the front desk, as you don't get the Front Desk. You get the Disney Call Center and they are not the best at getting messages to the right areas.

Go to the Front Desk and ask to speak to the on duty manager. Only they will be able to actually do something that will help the situation. Everyone else is a messenger.

It does seem from other posts that the couch situation needed to be addressed with the other improvements mentioned in Disney Files.

 

[Coach81]

Agree.. should have called upon arrival.

 

[edk35]

We have had two rooms in the past 3 1/2 years that were unacceptable. They sent the SWAT TEAM Of MOUSEKEEPERS right away to take care of it and WE GOT ANOTHER FULL CLEAN later in the week. The first time..the room they gave us had NOT been cleaned...it had the trash and towel service only and we were checking in. It was just a error and it was fixed right away. I always check the room out as soon as we get there...if it is dirty, then I immediately call. It is easier for them to take care of it right after check in..than to wait and complain later. Sorry this happened to you.