Who do I complain to?

[illiram]

Is there a complaint dept for DVC?

I stayed at AKV recently for 6 nights on the 5th floor. The 1st 3 nights, we had no air conditioning. The front desk management was disinterested. We tried several times, unsuccessfully, to contact a manager. Instead, I spoke to a clerk that couldn't wait for her shift to end. They told me that there were no rooms we could switch to in our room category. There was literally NO A/C! And it got up to 90 degrees outside. I have 4 year old twins so this is unacceptable--especially for a DVC room.

The front desk management at AKV is poor. They do not return phone calls. However, a clerk at the front desk named Robert finally saved the day and switched us to a different studio. Robert was awesome and should take that front desk manager's role. To this day, I haven't been able to speak to a hotel manager there and have received no apologies.

So if anyone has a name of someone in charge at DVC, a phone number, or an email address, I would be very appreciative.

 

[Checkers]

I'm certainly not an authority on this but if you are a DVC member you can always email Member Services at members@disneyvacationclub.com, or my preferred way would be to write directly (via snail mail) to Jim Lewis, President, Disney Vacation Club, P.O. Box 10350, Lake Buena Vista, FL 32830. I don't know Jim Lewis' direct email but you could probably get it from MS.

The fact that you attempted to have the situation resolved while you were there and got no satisfaction for several days is something that I think "management" should be aware of. Of course, be sure to mention Robert's name and give him credit for stepping up.

Someone else may have better advice for you, as I said I am not an authority and just got this info from my latest Disney Files magazine. Good luck!

 

[illiram]

Thanks a bunch!!!

 

[BEASLYBOO]

Is there a complaint dept for DVC?

I stayed at AKV recently for 6 nights on the 5th floor. The 1st 3 nights, we had no air conditioning. The front desk management was disinterested. We tried several times, unsuccessfully, to contact a manager. Instead, I spoke to a clerk that couldn't wait for her shift to end. They told me that there were no rooms we could switch to in our room category. There was literally NO A/C! And it got up to 90 degrees outside. I have 4 year old twins so this is unacceptable--especially for a DVC room.

The front desk management at AKV is poor. They do not return phone calls. However, a clerk at the front desk named Robert finally saved the day and switched us to a different studio. Robert was awesome and should take that front desk manager's role. To this day, I haven't been able to speak to a hotel manager there and have received no apologies.

So if anyone has a name of someone in charge at DVC, a phone number, or an email address, I would be very appreciative.

Totally un-acceptable. I give you credit, you're a lot more understanding and patient than I would have been. In the whole of DVC, there was no where that you could be moved. I would not have aceetpted that answer and would have camped out in the lobby till they satisfied my complaint either by moving me, changing rooms. They need to do something for you!

 

[Chuck S]

While no AC is absolutely unacceptable, you would have likely had more success in repair by contacting engineering/maintenance rather than going through the front desk.

And if you only spoke to the front desk by phone, you may not have actually spoken to anyone at the resort, or even at WDW. Disney now utilizes a "virtual front desk" phone system, which is basically the WDW operator, who could be at an offsite call center.

 

[Tigger031266]

I can't understand why you would not have just parked at the front desk until they got you another room. I would have brought the kids blankets down and slepted in the middle of the lobby until they found me another room. I understand that the hotel is full but I would have insisted that they find me an upgraded room at another hotel (Contemporary, Poly....)...You are way too nice about this

 

[katied]

As an FYI - you're greatest power is at the time of the event. When I had issues at BC several years back, I asked the front desk to provide me the name for the name of their manager, and the general manager of BC, their own names, etc. and stood there, asking them to help me make sure I had everything spelled properly, etc. Needless to say, as they saw me writing down all these names (including their own) they suddenly worked much harder to fix things. And if things are not fixed, you now have names to address your letters to, and specific people to identify for fault.

 

[WALTSAGOD]

3 days with no A/C, you are much to nice.

1 day would have been enough. I would have somoene to have it fixed that day, that is totally unaceptable!

 

[CarolMN]

As an FYI - you're greatest power is at the time of the event. When I had issues at BC several years back, I asked the front desk to provide me the name for the name of their manager, and the general manager of BC, their own names, etc. and stood there, asking them to help me make sure I had everything spelled properly, etc. Needless to say, as they saw me writing down all these names (including their own) they suddenly worked much harder to fix things. And if things are not fixed, you now have names to address your letters to, and specific people to identify for fault.

My sister!

I have found that sweetly and sincerely asking for names (and how to spell them, even if the names are simple ones like Smith) gets me more quick action than any other legal method I know! It's especially powerful when you are doing it in person and there is a long line behind you. It's so powerful that I only use it when more "normal" methods have failed.

 

[Tiger926]

We find front desks to be virtually useless for concerns anymore. The previous guests in our Animal Kingdom Lodge villa smoked, so we had a huge problem with our room. This did not come to our attention until after we had unpacked as they locked themselves in the private toilet. This was our 4th resort in 5 nights, so needless to say, moving was not an option. I called down to Front Desk and it was a useless exercise, so a little while later, I went down to front desk and spoke to 2 managers, in person and that's what got the ball rolling for a clean of our room, air purifier and visit from housekeeping supervisor.

It's sad that most front desks don't seem to be able to handle complaints, problems or concerns lately.

Good luck, Tiger

 

[SammieG]

AKL have a problem with the front desk... this was our MAJOR complaint about AK.. and they are not geared up for DVC imho...

 

[Tiger926]

AKL have a problem with the front desk... this was our MAJOR complaint about AK.. and they are not geared up for DVC imho...

ITA! I am in the process of writing a letter of concern/complaint to DVC regarding how the smoking situation was handled in my villa. The managers I spoke with just didn't seem to understand how serious smoking in a non-smoking villa is when part of a vacation club group. I spoke about how it costs us all money, etc., and they just kind of stared into space. Their job was to quickly remedy the sitation and that was it. This surprised me though as this isn't a problem that would be only conducive to DVC - it's a non-smoking hotel; therefore, it's something they have had to deal with before. The other thing I noticed is that many other hotel employees don't understand much about DVC - gift shop people had no idea and no listings anywhere of what is included in villas. Three CMs had no idea about particular kitchen or bathroom items that people were asking about, so I had to help them (they hadn't checked into their villa yet to see what was in it).

I am hoping that when the Kidani opens up, the DVC atmosphere is present as it is at DVC resorts because from our experience so far, we as DVC members seem to just be taking up space in their building.

Tiger

 

[zurgswife]

We had huge issues this past March with AKV and the front desk was more then helpful....I'm not sure how you approached it or was it just that my hubbie has a knack. But by the end of our trip we had 5 front desk manager and the General Manager at our Beckon call. I mean they atteneded to ever issue that came up for the rest of the trip....even finding my teenage dd midol when they didn't carry at the gift shop....one of the managers gave us her own stash. They gave us much more in return for our problems then we ever ask for or expected. Not sure what the difference was but AKV will fix problems if you get their attention.

 

[ExecChef]

Is there a complaint dept for DVC?

I stayed at AKV recently for 6 nights on the 5th floor. The 1st 3 nights, we had no air conditioning. The front desk management was disinterested. We tried several times, unsuccessfully, to contact a manager. Instead, I spoke to a clerk that couldn't wait for her shift to end. They told me that there were no rooms we could switch to in our room category. There was literally NO A/C! And it got up to 90 degrees outside. I have 4 year old twins so this is unacceptable--especially for a DVC room.

The front desk management at AKV is poor. They do not return phone calls. However, a clerk at the front desk named Robert finally saved the day and switched us to a different studio. Robert was awesome and should take that front desk manager's role. To this day, I haven't been able to speak to a hotel manager there and have received no apologies
So if anyone has a name of someone in charge at DVC, a phone number, or an email address, I would be very appreciative.

We had problems at BCV in feb with the staff, they more than took care of us.(DVC)

 

[tjkraz]

AKL have a problem with the front desk... this was our MAJOR complaint about AK.. and they are not geared up for DVC imho...

Since DVC moved in they actually have fewer guests to service. They took three guest rooms out of service just to make every Two Bedroom villa.

Personally, I would have placed one phone call to maintenance and expected it repaired by the time we returned to the room. If it wasn't, I'd have been standing by the front desk until they sent someone to the room. No yelling or screaming necessary.

With 30,000 guest rooms on property, they have replacement parts available somewhere. Even if it meant pulling the entire cooling system, the job should have been done in a few hours.

 

[famsen]

I agree that AKL front desk is not well trained in dealing with DVC.
That was my biggest complaint. I felt like a second class citizen being a DVC member. I felt much more welcomed and looked after when we stayed at SRR. When we went through the smoke detector false alarm incident during our stay at ALV, the front desk was not even aware that the fire alarms were blaring throughout the 5th floor.
I saw MANY people at the front desk with problems and/or compaints.
I've never experienced seeing so many people that were dissatisfied at a WDW resort.

 

[LIFERBABE]

Here I thought it was just me when last Christmas I called Concierge Front desk about the DVD player in our 1 bed Concierge and was told "DVC does not have DVD only the suites" He then proceeded to tell me to go to Wal-Mart to purchase one!

I really love the DVC feeling at the dedicated resorts (OKW, SSR) I think they treat you like members. I do feel a disassociation when I stay at the hotel DVC's although they do have lots of good qualities. Maybe that is one of the intangibles.

 

[philatiger]

We are staying at the AKV in October for the first time for more than one night. Hope our experience will be better than what I have read here. We did stay one night before our Magic cruise and had no problem, but it was only one night

 

[DonnaL]

We also only stayed two nights last week at AKV and had no problems, but, as I'm reading these posts it's making me second guess myself about booking for five nights with our 6 yr old gs the end of September.......maybe I'll need to reconsider and check availability at VWL or SSR.

 

[disneynutz]

Is there a complaint dept for DVC?

I stayed at AKV recently for 6 nights on the 5th floor. The 1st 3 nights, we had no air conditioning. The front desk management was disinterested. We tried several times, unsuccessfully, to contact a manager. Instead, I spoke to a clerk that couldn't wait for her shift to end. They told me that there were no rooms we could switch to in our room category. There was literally NO A/C! And it got up to 90 degrees outside. I have 4 year old twins so this is unacceptable--especially for a DVC room.

The front desk management at AKV is poor. They do not return phone calls. However, a clerk at the front desk named Robert finally saved the day and switched us to a different studio. Robert was awesome and should take that front desk manager's role. To this day, I haven't been able to speak to a hotel manager there and have received no apologies.

So if anyone has a name of someone in charge at DVC, a phone number, or an email address, I would be very appreciative.

Here is the best address. Make sure that you give them your phone number and they will call you.

dvcmembersatisfactionteam@disneyvacationclub.com