Who do I call? Please Help!

[TarheelDisneyMom]

We just returned home from a week at WDW. My DH & myself bought in to DVC earlier this year & were confused about the points & use year at first so we made ressie's late & had to stay at SSR. We were a little disappointed since we love AKL but were looking forward to it none the less. We also had other family members with us staying on rented points & some of our incentive points. We had problems from the moment we walked on to the SSR property, from rude CM's at check in to 2 of the rooms having dirty bedding when we got to the rooms. Who do I complain to? The resort itself or DVC?
I can honestly say that at one point I was thinking we might have made the wrong decision to buy in but it was just in the heat of the moment as I realize we have the choice not to stay there again. I was just really disappointed on my first visit "home".
TIA

 

[tjkraz]

You could try sending an email to DVCmembersatisfactionteam@disneyvacationclub.com

But the real question is why didn't you complain while you were there? Go to the front desk, ask for a manager, and get the problems corrected on the spot. It's quick, easy and relatively painless.

Bear in mind that problems can happen at any resort. It's unfortunate that you ran into these issues, but it's not like Disney sends all of the poor housekeepers and rude front desk CMs to Saratoga Springs. I can understand being disappointed in the two issues you mentioned, but I wouldn't let it impact your overall view of a certain resort.

And in the future, please don't suffer through difficulties during your stay--take action to get them addressed. If the problem is serious enough to warrant a complaint, don't wait until you get home when about all Disney can do is say "sorry, we'll try to correct the problems in the future."

 

[normr]

The conditions you encountered are unacceptable in my eyes, I would write both the resort and DVC and I would also cc the DVC management.

 

[palhockeymomof2]

so sorry your first visit home was not what you expected.....to me the time to address the dirty bedding issue was when you were there and could have shown someone exactly what was wrong.....sending an email now does let them know your issues with your stay...but i do hope you had the dirty bedding removed and replaced asap

 

[TarheelDisneyMom]

I should have put this in my original post so I didn't look totally crazy but we did get the issues with the bedding handled right away but in my eyes it was just like they really didn't seem very concerned about it just sent someone up to change it & went on about their business. There were no apologies or anything. Also, when my mom & sister went to check-in before my DH & I got over there they didn't get the rude cast members name but they did later talk to someone at the desk & let them know about the CM that checked them in. I just think that with all the problems we had while we were there that it seems like there were more than just a couple issues although it could have just been our bad luck. I wanted to make sure that someone knew what was going on over there. BTW, if I were paying maintenance fees to that resort I would sure wonder where the money was going. Thanks for all the responses thus far, I appreciate it.

 

[Havana]

I'm sorry you had a bad visit home. It's extra hard since we know how good Disney service can be. And it's a let down when it's not up to our expectations. I had an experience like that earlier this year.

 

[Kane07]

I also had a cleaning problem at SSR last time I was there, April 2009. After being told the room was ready we found several bags of garbage outside the front door. I told my wife it really does feel like home as she said "Take out the garbage" LOL.

 

[marie1981]

You could try sending an email to DVCmembersatisfactionteam@disneyvacationclub.com

But the real question is why didn't you complain while you were there? Go to the front desk, ask for a manager, and get the problems corrected on the spot. It's quick, easy and relatively painless.

Bear in mind that problems can happen at any resort. It's unfortunate that you ran into these issues, but it's not like Disney sends all of the poor housekeepers and rude front desk CMs to Saratoga Springs. I can understand being disappointed in the two issues you mentioned, but I wouldn't let it impact your overall view of a certain resort.

And in the future, please don't suffer through difficulties during your stay--take action to get them addressed. If the problem is serious enough to warrant a complaint, don't wait until you get home when about all Disney can do is say "sorry, we'll try to correct the problems in the future."

I agree 100% with that. When there is a problem, and it does happen, you make sure it gets fixed. And if it is not fixed to your satisfaction, you just ask to talk to the manager right away. Vacation are too precious to waste time in feeling bad...

I was 21 days at SSR, and it was wonderfull. We just had a problem with air conditionned. I called right away, they fixed it.

 

[kikiq]

BTW, if I were paying maintenance fees to that resort I would sure wonder where the money was going. Thanks for all the responses thus far, I appreciate it.

I'm sorry that your first DVC stay was not as magical as it could have been. I'm glad you spoke up while you were at the resort. However, I don't think it is just SSR that can have these issues. As SSR owners, we have not have a bad room or met any rude CMs yet on our stays. I know it can happen at any resort or with any park CMs. I KNOW where our MFs are going and it's unfortunate that you had a bad experience. I hope that your next DVC stay and all that follow hopefully at your home resort will be as magical as you expect.

 

[kikiq]

Y
Bear in mind that problems can happen at any resort. It's unfortunate that you ran into these issues, but it's not like Disney sends all of the poor housekeepers and rude front desk CMs to Saratoga Springs. I can understand being disappointed in the two issues you mentioned, but I wouldn't let it impact your overall view of a certain resort.

Thank you Tim.

Chris

 

[TisBit]

I agree with the other posters on here. Don't count one bad experience against and entire resort. One of my least favorite resorts so far is one of the most desired resorts. I have stayed at SSR a couple times now and the last time we had one of the greatest CM's at check in. You never know if someone is having a bad day, is a bad CM that hasn't been weeded out yet, or quite frequently it is a CM recovering from dealing with a really challenging guests...it is hard to turn right around and be all happy and smiling when that happens.

I own at SSR and while I am disappointed that there was a linen issue, I don't see that as a maintenance issue....more of just sloppy housekeeping and that happens at all the resorts, unfortunately. Hope your next stay is better!

 

[hollis]

Me too, I agree with the other posts. My experience from all my personal visits at multiple resorts have always been great. I do read in this board about some bad experience (at more than 1 resort). But that is definitely not the norm. Please don't get discouraged, nor think negatively about SSR.

I think each resort has its own charm. Which one works best for you really depends on your personality and your needs for that trip. Try different resorts and at different times of the year. After a few visits, you will likely find a favorite, or a few.

 

[CarolAnnC]

Sorry you were unhappy with your SSR stay, but like others stated, this is not the norm. Hope you get your home resort next time.