Where to complain?

[robinb]

Wow. That really stinks. I hope that you get some satisfaction.

 

[loves to dive]

Wow, it sounds like you just had the perfect storm of everything that can go bad, thank goodness it was all on your first day so hopefully the rest of your trip was good. I agree I'd at least e-mail just so they are aware of the problem. I'm not one to complain, especially after the fact, and have been offered upgrades and free FPs, etc. when things happen and have always turned them down because, let's be honest crap happens. Having said that, you had one problem on top of another and it doesn't sound like you were being unreasonable in any of your requests, just wanted things straightened out. I've stayed at BWV twice and while I've certainly not had anything like what you had happen, I have found the front desk people to be the least pleasant of all others I've encountered at other resorts.

I would like to add that even though OP had a horrible experience that should not have happened, Disney normally does a much better job of attempting to make their guests happy than a lot of other places I've stayed at and I've payed a whole lot more money. I was at a Ritz Carlton in Atlanta for my birthday one year, we paid upwards of $800/night. Keep in mind that really wasn't that high considering we are talking Buckhead Atlanta, still not chump change. It just so happened it was also Janet Jackson's husband's birthday and she was throwing a party for him. We were on the same floor as the guests. Loud, loud, loud all night long. We called and complained, the first and only time I've ever done that, and were told there was nothing they could do about it. They did not offer to move us to another room, and certainly didn't offer to compensate us with anything, not even breakfast. My point is, it can happen anywhere and normally what they go through to try to compensate their guests is way beyond what a place outside the bubble would do.

Again, that doesn't excuse what the OP had to go through, there is no excuse for half of what they went through.

 

[goofy4tink]

That's really disheartening to hear. BW is my home DVC resort, and I love it there. I stay there fairly often. Yes, I've had a few issues, but they were addressed in a manner that worked for everyone. Seems like you just had mistake upon mistake heaped upon you. That's really awful.
I know that Disney moves managers around...drives me nuts. I wish they would just leave them where they start. I've had some very good interactions with managers at BW...but, I've also had some less than stellar interactions with CMs at the front desk. They 'appear' to be listening to you, but when they respond, it's with an answer that isn't applicable at all. I want to look at them and say, 'are you looking at me? Are you hearing me? Or are you thinking about the easiest way to get me to go away?' People pay way too much money for a Disney vacation....if a CM can't give you the time you need, and then resolve your issue, to your satisfaction, then they should work elsewhere!!

I've had miserable situations at Kidani!!! Absolutely awful. We left something behind (camera charger) when we moved over to BWV. Didn't realize it until later that night, so called Kidani. Nothing. Housekeeping never returned our call. Bell Services at BW actually made a few calls on our behalf, but had pretty much the same luck. We returned to Kidani the next morning. I explained to the front desk CM what had happened. I had our room number, where it had been left in the room, and the time we had checked out. She told us that she would make a note to send it to our home 'if' it was found! Ah, no. It's a charger...my friend needed it...we were in WDW for the next 5 days!!! She needed/wanted her camera. Yes, mam...if we find it we will send it home to you! Man, I told her that I wasn't leaving there until someone went and looked for it! Her attitude really got to me! She heaved a huge sigh, went back to her phone call (oh, did I forget to mention she was on a call when she asked how she could help us???), saying, and I quote..'Well, looks like I'm not going on break now. I have to find something for a guest, that she lost!'. Are you kidding me? So, she finally called housekeeping. Hung up and said someone would be out to talk to us. About 10 mins later, a housekeeping manager came rolling out, on a Segway no less. Her first comment was 'Are you looking for this?' The charger was in a plastic bag, with the room number on it, the date/time it was found! She apologized for the inconvenience and off she went! She was quite wonderful. But, for the first time (in about 30 stays) I emailed WDW regarding that front desk CM. They actually called me back!

So, again, I'm really sorry you had this happen at one of my favorite resorts!!! Sure does give BW a black-eye!!

 

[bumbershoot]

I had to spend an hour on the phone with them while we were at Hollywood studios to explain what had happened.

Who were you on the phone with?

So, she finally called housekeeping. Hung up and said someone would be out to talk to us. About 10 mins later, a housekeeping manager came rolling out, on a Segway no less. Her first comment was 'Are you looking for this?' The charger was in a plastic bag, with the room number on it, the date/time it was found! She apologized for the inconvenience and off she went! She was quite wonderful.

Once the front desk epople actually speak with Housekeeping, Housekeeping is amazing, in my experience. I left a Kindle at POR (and it was a work Kindle, as in DH works for them and has versions that aren't released that they are allowed to use, and I was allowed to use, but, um, not anymore) and realized it a few hours later. After panicking and going back to POR that evening, the manager got Housekeeping on the line and they had it for me in a flash. I think a lot of the Housekeeping not finding things issues are because the front desk never actually talks to Housekeeping.

 

[Eeyore's My Favorite]

I emailed WDW through their home page after a very horrible stay at the Beach Club a few years back. Got a phone call after just a few days - I gave them every little detail time frame etc & I'm sure they checked it out before they called me. I did get restitution for one night which was almost $500. To date it's been my worst stay on property & I couldn't be moved as it was F&W and the hotels were maxed out. I praise people when the trip is great, but when it stinks like yours did Im sure I have name, dates & times so that I can report it. This was the first time anything had been offered to us so I def took it.

 

[DisneyWishes14]

Good to know, hopefully we won't have to deal with anything like this again but I'll remember that.

When you guys say you get good results from email what does that mean? Do you think they will credit me some of my stay or what would you expect? I don't know what they can possibly do to "make up" for lost time but is there a standard compensation? I didn't even really think about that before but I did leave with one unused ticket day because of the whole fiasco do you think it would be too much to ask to have that credited back somehow? I have no idea what would be reasonable.

I think asking for a ticket to be credited back is completely reasonable. You lost a day of park touring because of their incompetence. I would specify that in your e-mail and ask for that compensation.

Once we were staying in a cottage at BWI and someone from engineering started drilling into the building we were in, right behind our bed, at 3 AM. I had no choice but to call on the phone (couldn't go to the front desk as I had a terrified child on my hands who thought monsters were trying to get him - good times) and about 30 minutes later, it stopped. Why in heavens name engineering was DRILLING at 3 AM is completely lost on me. Anyway, I went to the front desk the next day to complain and the manager said, "well, they did stop". Um, no. When you pay for a night in a hotel room, I think there is a reasonable expectation that you will be able to SLEEP in the room. It took me an hour to get my son calm enough to go back to bed. I was calm, firm and polite, but by the end of the conversation, I was credited one night stay on my account.

Having said ALL of that, BWV is actually my favorite resort as long as everything goes smoothly! Things like this, unfortunately, happen at all WDW resorts (I have stories from BC and GF, too, but not as bad as the BWI one. And, ironically, I've also had the best customer service experiences at those resorts as well. It's really hit or miss.), but that doesn't excuse what happened. Yes, I think you should be compensated for your wasted time.

 

[bsb]

Who were you on the phone with?





Once the front desk epople actually speak with Housekeeping, Housekeeping is amazing, in my experience. I left a Kindle at POR (and it was a work Kindle, as in DH works for them and has versions that aren't released that they are allowed to use, and I was allowed to use, but, um, not anymore) and realized it a few hours later. After panicking and going back to POR that evening, the manager got Housekeeping on the line and they had it for me in a flash. I think a lot of the Housekeeping not finding things issues are because the front desk never actually talks to Housekeeping.

I called the Boardwalk directly hoping I could speak the manager who had promised us the Fast passes, they did not want to connect me to a manager at first. They kept telling me there was nothing in our file so I finally insisted on talking to the manager I had dealt with and she finally resolved it but it was just one more frustration especially since she was there and they just did not want to transfer her to me.

 

[bsb]

I think asking for a ticket to be credited back is completely reasonable. You lost a day of park touring because of their incompetence. I would specify that in your e-mail and ask for that compensation.

Once we were staying in a cottage at BWI and someone from engineering started drilling into the building we were in, right behind our bed, at 3 AM. I had no choice but to call on the phone (couldn't go to the front desk as I had a terrified child on my hands who thought monsters were trying to get him - good times) and about 30 minutes later, it stopped. Why in heavens name engineering was DRILLING at 3 AM is completely lost on me. Anyway, I went to the front desk the next day to complain and the manager said, "well, they did stop". Um, no. When you pay for a night in a hotel room, I think there is a reasonable expectation that you will be able to SLEEP in the room. It took me an hour to get my son calm enough to go back to bed. I was calm, firm and polite, but by the end of the conversation, I was credited one night stay on my account.

Having said ALL of that, BWV is actually my favorite resort as long as everything goes smoothly! Things like this, unfortunately, happen at all WDW resorts (I have stories from BC and GF, too, but not as bad as the BWI one. And, ironically, I've also had the best customer service experiences at those resorts as well. It's really hit or miss.), but that doesn't excuse what happened. Yes, I think you should be compensated for your wasted time.

Oh gosh what a nightmare, I am glad they gave you a free night at least! I'm hoping I get something, I wrote out a long email with times and dates so hopefully I can get some kind on compensation.

 

[HMANSION LOVER]

I am truly sorry that you had such a bad experience. But let's face it WDW is really going down the tubes. It has really become a money making machine for the powers that be and they don't give a sh__ about customer service. I will no longer spend any money at the Florida house of mouse. It will be Disneyland in America or I will try TDR, HK or Shanghai. They keep cutting and cutting and cutting all the while raising prices. Everyone needs to send a message and stop spending their precious vacation dollars (we all work very very hard to earn them) at a place that seems to care less and less about their patrons experience. I know there are many that when experiencing less that satisfactory service say "we just roll with the punches and make a good experience out of it". But I say should we continually pay more and more for less and less. Walt's dream is gone and, that is a shame. Let's send the message find a place to vacation that truly cares about their customers satisfaction and spend our hard earned vacation dollars there.

 

[MinnieMSue]

Wow! That is awful! One calamity after another with absolutely. I follow-through. I am very sorry you had such a bad day at Boardwalk. No additional advise to offer - just sorry that happened to you.

 

[mickey2minnie1]

I hope someone helps to make it better, even though it is after the fact. I am sure they get emails quite frequently. Be very time specific and person specific in your mailing.

Good luck!

 

[disneynutz]

As posted Disney moves their management around, the current one at BWI/BWV was moved there a few months ago.

When transferring we mark our food bags our name using felt markers and take photos of our luggage.

Phone calls to the resort/front desk are usually answered by someone in a call center who is told to act like they are at the resort. That is why if your issues aren't in your file, they know nothing of your issues.

Bill

 

[kaytieeldr]

Anyway, I went to the front desk the next day to complain and the manager said, "well, they did stop". Um, no. When you pay for a night in a hotel room, I think there is a reasonable expectation that you will be able to SLEEP in the room.

Well, sure. They just don't promise which hours you can sleep.

I think asking for a ticket to be credited back is completely reasonable. You lost a day of park touring because of their incompetence. I would specify that in your e-mail and ask for that compensation.

Tell them you want the value of single-day tickets, not the prorated value of one day of your multi-day tickets. You may not get it, but it's a good place to start. In fact, the OP should be prepared with her own solutions, for if the CM who contacts her ask a what Disney can do.

 

[Sue M]

Wow. That's awful. I'm so sorry this happened to you. I hope you get this sorted out to your satisfaction. Please let us know what happenes. I think I would have emailed guest relations that next day straight away when you found even the Anytime FPs weren't even put in the system. It's easier to rectify a bad situation with you still there rather than after your home.

 

[bsb]

Wow. That's awful. I'm so sorry this happened to you. I hope you get this sorted out to your satisfaction. Please let us know what happenes. I think I would have emailed guest relations that next day straight away when you found even the Anytime FPs weren't even put in the system. It's easier to rectify a bad situation with you still there rather than after your home.

Thank you, it really was a crazy ordeal. I tried to resolve it with several managers and was getting nowhere but wasting what was left of our vacation. I spent countless hours talking to different people with no real results. At a certain point I decided to just make the best of our last few days and deal with it later at home. I will make sure to post on here if I get anywhere with them, I sent them a very lengthy email with all the nitty gritty details so I hope they at least throw me something to make me feel a little better about it.

 

[Sue M]

Thank you, it really was a crazy ordeal. I tried to resolve it with several managers and was getting nowhere but wasting what was left of our vacation. I spent countless hours talking to different people with no real results. At a certain point I decided to just make the best of our last few days and deal with it later at home. I will make sure to post on here if I get anywhere with them, I sent them a very lengthy email with all the nitty gritty details so I hope they at least throw me something to make me feel a little better about it.

I sure hope they do something for you. That treatment was beyond unacceptable.

 

[KrazeeK120]

OP, I'm sorry this happened to you. Sounds like a very frustrating situation.

I do want to mention that the customer service at Disney isn't always bad. My last visit was May 2015. DH and I were staying at CBR. After our first night, I woke up feeling completely miserable. I could tell I was allergic to something. The room smelled weird (we noticed upon arrival, but it was late and we were too tired to do any real investigating). I felt fine within minutes of leaving the room. During our afternoon break, my husband started searching around and found what I am 99.99% sure was mold in the A/C unit. He drove over to the front desk (per my recommendation to NOT use the phone as it would not connect him to the front desk). They promptly assigned us to a new room, no questions asked. We packed up our stuff and moved and continued about our day. We were just one building over from where we had been, so it wasn't too big of a deal.

I also stayed at BWI in January 2014 and had nothing but an amazing experience there. I didn't ever visit the front desk, but I found the bell services staff to be very pleasant to work with.

 

[Mickey's Best Girl]

George Kalogridis
President of Walt Disney World
407-828-2600
george.kalogridis@disney.com

I second, third and fourth this.

Email Guest Services but also hit up GK.

 

[rteetz]

I second, third and fourth this.

Email Guest Services but also hit up GK.

Calling or emailing George almost definitely gets you some sort of call back or response.

 

[Deb & Bill]

Only problem getting the one day back on the ticket. For a nine night stay, you probably had at least a seven day ticket or more. One extra day would only cost about $5.