who do I call to complain??

[CarolA]

One suggestion..

REMAIN CALM. As I read your posts I have to admit I have trouble following the whole post. (I get the concept, but it's not incredilbly clear) It's apparent you are upset, but if you call to complain and start off ranting it's all to easy for whoever you get to just assume you are crazy and ignore you.

I always start nice and calm to establish my credentials and then if needed I get meaner! LOL!

 

[Mickmse2002]

What resort are we talking about here? Did I miss that piece of information?

 

[JUDSON]

Sometimes I feel as though I am treated like a second class citizen because I belong to DVC...

i used to think the same thing. but we stayed at the poly last year (to celebrate our 5th wedding anniv) and i found the cm's to be not-so-magical there as well. also noticed that the rooms at the poly were not as clean as in past poly trips. this actually relieved me somewhat, as it made me realize that the cm attitude/room quality problems were not limited to dvc resorts. but it does indicate a wdw-wide problem that needs to be resolved.

 

[katallo]

i used to think the same thing. but we stayed at the poly last year (to celebrate our 5th wedding anniv) and i found the cm's to be not-so-magical there as well. also noticed that the rooms at the poly were not as clean as in past poly trips. this actually relieved me somewhat, as it made me realize that the cm attitude/room quality problems were not limited to dvc resorts. but it does indicate a wdw-wide problem that needs to be resolved.

Totally agree. We stayed at the WL in March. We truly noticed the CM's were not happy at the resort or in MK and Epcot. (although the folks working in World Showcase were very nice). It just seems as if the magic is sorely lacking and I hope it returns.

 

[bicker]

One suggestion.. REMAIN CALM. As I read your posts I have to admit I have trouble following the whole post. (I get the concept, but it's not incredilbly clear) It's apparent you are upset, but if you call to complain and start off ranting it's all to easy for whoever you get to just assume you are crazy and ignore you.

That's great advice. Folks are much more amenable towards helping folks if they're impressed by how calm and controlled you are about having been dissatisfied.

 

[tamu91]

I wasn't going to say anything because smoking is a sore subject with me but here it goes. My dad smoked almost a pack a day until I was in my late 20s but he quit, thank god. I grew up inhaling second hand smoke so it didn't bother me until I had kids and my high school friend died of lung cancer this past February.
Why can't smokers understand second hand smoke kills. Unless you're in a smoking room, one should not be able to smoke, PERIOD. Not on a balcony, not in a bathroom, hallway, next to an exit, not not ANYWHERE. It's a filthy habit that most of us have to put up with.
I'm terribly sorry about your troubles and I hope DVC will step up and correct their policy.

 

[BEACHCLUBVILLAS]

I think what happened to you given your medical circumstances is unacceptable. I hope you can make your point. You may also think about what it is that will make you happy now. Is it just feeling as though you were heard and they will address it or that you are seeking compensation of some sort. It helps to be prepared in your mind with what will make it right for you.

The other thing I want to say is that I have always found HK to be wonderful. You couldn't pay me enough money to do the job they do. I always found my unit to be clean but I understand there are some here who have not been satisfied. A present in the toilet or dirty sheets one time would certainly change my opinion but I think overall HK does a good job and I hate to see them only get bad feedback when most are probably very responsible and good at what they do.

 

[bicker]

Why can't smokers understand second hand smoke kills.

Because their chemical dependency clouds their thinking?

 

[tjkraz]

Sometimes I feel as though I am treated like a second class citizen because I belong to DVC. I am not sure some of the CM's realize that we pay a lot of $$$ to belong to DVC...

On the contrary...I think CMs at DVC resorts are reminded daily by many, many guests exactly how much they've paid to be part of DVC. IMO, it's this disposition that leads to indifference on the CMs' part.

While I agree that problems should be reported by guests so that the resort can address them, turning it into a financial issue is unnecessary.

 

[bicker]

I don't detect indifference on the part of CMs, expecially DVC CMs. Surely, when a guest presents a CM with an impossible situation, one where the guest makes it clear that there is nothing the CM can do to truly make the customer happy, it destroys any chance of the CM being enthusiastic about working with that guest. However, that's the guest's fault as much as anything.

 

[CarolA]

On the contrary...I think CMs at DVC resorts are reminded daily by many, many guests exactly how much they've paid to be part of DVC. IMO, it's this disposition that leads to indifference on the CMs' part.

While I agree that problems should be reported by guests so that the resort can address them, turning it into a financial issue is unnecessary.

I agree.

The way some members treat the CMs in UNFORGIVEABLE. Those folks were not hired to be abused by you and are not your personal slaves. I have witnessed some HORRID behavior. (Threats of violence over a room requests not met for example) We all pay for this behavior. CM's are leary of all of us after a few abuses.

 

[kaytieeldr]

And you didn't just move back to the old unclean room and demand it get cleaned? As dirty as it was, that can be fixed - a smokey room can't be.

Imagery they'd never be able to get out of their heads?

As for the smokey room part - I don't think the room was smokey, I think it smelled of cigarettes. It may not seem like it, but there IS a difference.

Why can't smokers understand second hand smoke kills.

Not to make light (no pun intended) of the situation, especially given the seriousness of the OP's medical condition but, well, everything kills someone. I don't know anyone immortal

 

[kritter]

I think what happened to you given your medical circumstances is unacceptable. I hope you can make your point. You may also think about what it is that will make you happy now. Is it just feeling as though you were heard and they will address it or that you are seeking compensation of some sort. It helps to be prepared in your mind with what will make it right for you.

The other thing I want to say is that I have always found HK to be wonderful. You couldn't pay me enough money to do the job they do. I always found my unit to be clean but I understand there are some here who have not been satisfied. A present in the toilet or dirty sheets one time would certainly change my opinion but I think overall HK does a good job and I hate to see them only get bad feedback when most are probably very responsible and good at what they do.

Honestly not really looking for anything specific..Just want to knwo it willnto happen again,.,

 

[bicker]

The purpose of a group of people coming together as a company or association is to provide a product or service that cannot be provided by a single individual, and to provide these things on a scale whereby the entity can benefit from economies-of-scale. Making a product or service perfectly amenable to 100% of potential patrons is prohibitively inefficient. For those of us with needs that have limited scope, we typically either need to patronize providers who are seeking to serve our specific niche, or risk our needs not getting met. If the positive aspects of the patronage don't outweigh that risk then we shouldn't engage in such patronage.

A good test for the fit with a service provider is whether the provider is willing to guarantee in writing the specifications of the service as per our specific needs. Where a supplier is unwilling to provide such a guarantee, we have a choice either to accept the risk onto ourself, or not patronize the service (in this case, selling our membership). There is no perfect system. Personally, I'd like DVC to be smoke-free. However, the few times I get a room that has been smoked in isn't a significant enough issue for me to sell my membership. However, each of us need to make that evaluation for ourselves. There are certain things that, if they came to pass, would have me selling my membership in a heartbeat, as I wouldn't be willing to incur the risks of suffering such things.

 

[tjkraz]

I don't detect indifference on the part of CMs, expecially DVC CMs.

I don't either. But when someone uses the "don't they know how much we paid" line to support their argument, I have a pretty good idea why they got lackluster service from a CM.

Surely, when a guest presents a CM with an impossible situation, one where the guest makes it clear that there is nothing the CM can do to truly make the customer happy, it destroys any chance of the CM being enthusiastic about working with that guest. However, that's the guest's fault as much as anything.

And that's exactly my point. As 'magical' as Disney would like to make the experience, we're still dealing with human beings. And this human being knows that he would quickly reach a breaking point upon hearing things like:

"I paid enough for this timeshare to deserve a better view."

"My dues pay for your salary, so find me a room that faces Epcot."

"Don't you realize how much we paid to be part of DVC?"

We all have a right to expect Disney-quality service as members of DVC, but making the financial aspect of a DVC purchase part of ANY conversation with a CM is unnecessary.

 

[bicker]

Well put. And it is important to recognize the common thread through your three quotations -- in a nutshell it is the member saying that they should get something better than another member, for no reason other than they feel entitled. I'd also "quickly reach a breaking point" having to deal with that sort of thing.

 

[mom22boys]

I'm confused... at regular Disney resorts non-smoking can be guaranteed if you make the request for medical reasons. At least that is what a CM at CRO told me. My oldest DS has medical issues so that is always a concern of mine. Am I understanding correctly, that at DVC they cannot guarantee a non-smoking request if it is for medical reasons?

 

[bicker]

Nobody can guarantee that a room has not been smoked in. All they can guarantee is that the room is designated non-smoking.

 

[boston1029]

While everyone is entitled to complain about a not so stellar performance or to give praise when it's due, I don't feel that the whole I paid a lot of money for this should ever be used. I work in retail and I would be rich if I got a nickel for every time I heard that. In all honesty I tend to close my ears when the person starts to rattle that off at me. Every person there spends a lot of money, not just DVC members. Everyone should be treated with respect, that means the cm's also. Like one of the other posters replied that you should be calm when talking about the problem and the person you are speaking too will be more likely to listen and work on your problem. I hope that you get a reply that will satisfy you and that let's you know that they are aware and working on these kind of problems.

 

[AMcaptured]

I would write a letter to Jim Lewis. We had problems last year and Carli D'agostino did nothing to resolve it, actually, she didn't even reply to us until I wrote to Mr. Lewis himself. I believe it is the same address.

I would have demanded at the time that they at least changed the comforter, etc. Comforters and blankets are not always changed between guests. Actually, if I am not mistaken, the comforters are only changed a few times a year, which is gross, imo.

I cannot imagine that they would have actually charged you to change the comforters, even if they had, I am sure the front desk would have taken it off the bill if you went down there before check out.

Also, if you really don't get satisfaction from housekeeping or from the front desk, just ask to speak to someone in the general managers office, usually things are resolved immediately then. No one seems to want to bring them into a conflict and it is generally resolved for you immediately.

Please pursue it until your problem is resolved for you in a satisfactory manner.