Why is complaining a bad thing?

[Lost in Neverland]

I'm worried about new and prospective members who see the posts where folks are venting and assume that this individual's problem is commonplace or impacts everyone.

Mike, You are so right in this thought. We just bought into DVC a couple of months ago. After that we started seeing all the complaints about service or lack there of, dirty rooms as well as poorly maintained rooms. We really began to wonder if we had made the right decision about our purchase. But DH began to notice it was the same group that were posting most of the complaints which eased my mind greatly. I feel that if something is not right or in need of repair we as owners should let the powers that be know about it. If anyone ever goes into a hotel room, condo or any other vacation property that is rented 100% of the time there are going to be minor issues. These minor flaws we have to learn to live with or as owners start taking better care of our property. I just feel that when complaining we have to look at it as we do with our children---Learn to pick your battles.

 

[jbrowna]

The one complaint that gets to me most is the one about free dining, and why isn't it available to DVC members? It is, of course, available for them just like for everyone else -- book a room for the required length of stay at rack rates, purchase the required admission media, and anyone can have "free dining!" Me, I'd rather have a DVC villa....

 

[nickspace]

If you are serious about resolving complaints a well written letter carries great weight. I recently wrote a letter praising the great work of the character B'Lou Crabbe at HHI and Disney responded quickly.

So if you have a praise or an issue that needs to be resolved take the time and write a proper letter. A letter will get you much further than verbal communication hands down.

 

[disneynutz]

I agree.

Some threads are just people venting about something that upset them on their trip. I just understand that they are venting and it doesn't bother me at all. I mostly ignore it.

I'm worried about new and prospective members who see the posts where folks are venting and assume that this individual's problem is commonplace or impacts everyone.

I'm worried that new and prospective members will read all of the "Disney can do no wrong" reports and the "DVC is my friend" reports and find out only after they buy that maybe they didn't get what they expected.

 

[SoCalKDG]

Why when we complain about poor service at Disney is it unacceptable?

If my room is dirty, why shouldn't I complain or post about it? If I've gone 3 times in the last 18 months and each time the room has been dusty, dirty and once still had previous guest garbage in the can, why should I let that "roll off my back"?

When I hear someone complain that the last three times they went their room was dirty I think, wait, the last 10 times I went its been clean it makes me wonder what the level of expectation is. Is someone performing a white glove test on every counter and sees one spot of mold in the shower thus its dirty?

Based on probability it just doesn't seem possible for me to have 10 straight trips with a clean room and someone else to have three straight that are dirty. Its the degree of expectations that comes into play.

You hear people complain about seeing a cockroach, one lightbulb burned out, a bus taking 20 minutes, lines being 40 minutes long, a door not locking, you can't get ressies at 4 months except at SSR, etc. To me if this bothers you then you contact house keeping or maintainence and thats that, no need to comment here.

Sometimes it just seems that society in general can't be made happy.

Disney would have to double the house keeping staff, double the maintenance staff, have inspections weekly on every room checking every square inch of all their facilities to meet some peoples expectations. Guess what, if they do that our dues double. No thank you.

Now if you want to complain about the inferiority of SSR or OKW, then thats a legitimate complaint. J.K.

 

[Sammie]

What some do not realize is that at Disney anything can change and yes complaining can make a difference.

The new changes to dining that will be phased in, are a direct result of complaints.

Many have complained that due to free dining and the dining plan their favorite restaurants have changed so much in quality and service that they no longer eat there.

As JimMIA said if you open a thread, you can usually read the OP and one or two comments and know whether you wish to continue.

I really do not think it is fair to attempt censorship about certain threads simply because one does not agree.

Just do not read them and move on.

And as someone so wisely said, isn't it ironic to complain about complaining.

Definitely a case of pot/kettle/black.

I love going to Disney as much as anyone, and we are overall still pleased with DVC or I would sell it, but I have invested a good amount of money with them and do so every month and I will voice my displeasure in housekeeping issues and upkeep when I see them to be lacking. I will not stick my head in the sand, just because it is Disney.

 

[eliza61]

Op, here.
Just wanted to let any new or prespective buyers know that every time my room has been dirty, I have notified management and they have taken care of the issues.

When I whine, I definitely do it where I can get resolution to the problem. So I am very happy with that aspect of customer service.

I'm just having issues because IMO, it is starting to be the norm rather than a coincidence and that concerns me. I don't want it to be a downward trend.


I also try and fill out customer satisfaction cards when I leave. As much as I love disney, I want them to be aware of quality issues before I get to the point of selling. I've already taken most of my dining issues offsite so I don't want to get to the money/value break point for my room.

 

[WolfpackFan]

I'm just having issues because IMO, it is starting to be the norm rather than a coincidence and that concerns me. I don't want it to be a downward trend.

See that's the thing - it's not the norm for us. We were there in May at VWL. Prior to that it was December at VWL. Before that it was last June at HHI and before that it was AKV in March. And we will be at SSR two weeks from now and back at AKV this December. At none of those visits did we have any issues at all to speak of. Looking back at all those visits the main negative aspect we found was bad weather in May. But neither WDW nor DVC can be blamed for that. Our rooms were clean each time. In fact looking back over the last six years, I can't remember a single visit where we had a dirty room. Sure occasionally we had to wait on a bus or two, but no more than what they advertise (20 minutes). We had no problems getting our reservations and our waitlist even came through for Christmas. As far as the parks, we never had any issues. We never had a bad CM. In fact the only rude people we ever ran into were fellow visitors.

So either we're very, very easy to please or for some reason other people have issues we just never encounter.

 

[DVC Mike]

I'm worried that new and prospective members will read all of the "Disney can do no wrong" reports and the "DVC is my friend" reports and find out only after they buy that maybe they didn't get what they expected.

It's a fact that Disney has developed quite a loyal fan base, and this is a result of providing great customer service, great experiences and a magical time. They aren't perfect, but I would still choose Disney over the average service provider.

No, people shouldn't buy into DVC with pixie dust covering their eyes, but they are still a highly rated timeshare that offers, IMO, a great vacation experience. I'm still a hapy and satisfied DVC member, and I still recommend the program when asked.

People read the complaint threads and assume every room is trashed, there are bugs in the food, bedbugs in the beds, disgruntled and angry castmembers, etc. Ridiculous! The bad experiences are few when compared to the vast majority of happy vacation experiences.

 

[Deb & Bill]

See that's the thing - it's not the norm for us. We were there in May at VWL. Prior to that it was December at VWL. Before that it was last June at HHI and before that it was AKV in March. And we will be at SSR two weeks from now and back at AKV this December. At none of those visits did we have any issues at all to speak of. Looking back at all those visits the main negative aspect we found was bad weather in May. But neither WDW nor DVC can be blamed for that. Our rooms were clean each time. In fact looking back over the last six years, I can't remember a single visit where we had a dirty room. Sure occasionally we had to wait on a bus or two, but no more than what they advertise (20 minutes). We had no problems getting our reservations and our waitlist even came through for Christmas. As far as the parks, we never had any issues. We never had a bad CM. In fact the only rude people we ever ran into were fellow visitors.

So either we're very, very easy to please or for some reason other people have issues we just never encounter.

I totally agree with you on this. We stayed at both SSR and BCV last month and both were excellent - not dirty, everything worked, nothing missing. I find it so odd that some poor sap gets the "dirty" room each and every time and I haven't gotten one in the 12 years we've been going to WDW and staying in a DVC resort. I've stayed in all of them but HHI, AKV and BLT. We've found a few maintenance problems, but one call and they were fixed.

I don't do a white glove test at WDW because I don't do one at home. And if anyone ever did a white glove test at my house, well, that white glove would be dusty and gray. I have three cats, two dogs, a teen aged son and a husband and we don't spend our life cleaning. Life is too short.

 

[La2kw]

I think complaining is useful, as long as members follow through and report problems to housekeeping while they are occurring. We have had some very dirty rooms the past few years, but DVC has always been very apologetic and has thoroughly cleaned them for us. Now, I would prefer if they were done that way the first time, but at least they made good on what I expect from a DVC room. If you just silently accept an unclean or run down room, you're not giving DVC the opportunity to fix the problem.

I also agree that posting complaints here on these boards can be helpful to members who may not realize that these problems occur. I love my DVC, but I want it to be as good as it can be, and I'm not willing to make excuses for them or settle for less.

I chuckle when I read members say that they have been going for the past couple years and haven't had any problems. Just wait! Once you get one of those poorly cleaned rooms, you'll remember it. We went for 14 years before having any issues. DVC has cut back and that is the issue for me.

There have been a few complaints about what I consider non-issues such as no availability at the last minute, etc. I just discount those since it appears that those posts are from members still learning about DVC. It doesn't bother me or upset me. I really don't understand why someone else's complaints would have an effect on someone's vacation planning.

Most importantly, DVC and Disney are not prefect. They are a company out to make money, not to make the world a better place. Absolutely nothing wrong with that, but if things aren't up to par, they need to know about it. After all, we are paying a lot of money for the right to use our DVC resorts and they should be well cleaned and well maintained. Many, many resort and timeshare companies manage to do just that every single day. Just because it's DVC doesn't mean they should get a pass.

 

[La2kw]

I'm worried that new and prospective members will read all of the "Disney can do no wrong" reports and the "DVC is my friend" reports and find out only after they buy that maybe they didn't get what they expected.

 

[dianeschlicht]

For 11 years I was very pleased with all of our DVC stays. This past year, both our trips have had cleaning issues in the units...one at OKW and one at AKV. I did contact the management and housekeeping at both locations when this happened. Both times someone came and "took care of it", but not really to my satisfaction. In other words, it was a shoddy job at fixing the issue.

As I said, this has not been an issue in the first 11 years, so I figure when something happens that frequently, something has changed in the past year. I did write a letter to DVC member satisfaction. I haven't heard back yet, but the letter I wrote was very positive in nature with the exception of pointing out my disappointment at the downturn in housekeeping standards our last two trips. Nothing terribly negative, but not really positive either. I feel this is the way the system is supposed to work. How do they know what people's expectations are if we don't tell them?

Oh, and this part will make Dean happy....I also told them I thought some of the older DVC units were ready for a complete hard makeover.

 

[going/again]

Now if you want to complain about the inferiority of SSR or OKW, then thats a legitimate complaint. J.K.

inferior to what, thats just your opinion which you are entitled to, but we think ssr is superior exactly what we wanted

 

[La2kw]

When I hear someone complain that the last three times they went their room was dirty I think, wait, the last 10 times I went its been clean it makes me wonder what the level of expectation is. Is someone performing a white glove test on every counter and sees one spot of mold in the shower thus its dirty?

How about open containers of food left in the fridge and cupboards, melted cheese hanging down the oven racks, greasy stove and counters, pubic hair in the shower, and crackers in the sofa bed? Dirty enough for you?

Based on probability it just doesn't seem possible for me to have 10 straight trips with a clean room and someone else to have three straight that are dirty. Its the degree of expectations that comes into play.

How about 14 years of clean rooms and then two or three years of dirty rooms? I have the same expectations I had when I purchased 16 years ago. A clean room free of someone else's leftover food, cooking grease, and pubic hair in the shower.

You hear people complain about seeing a cockroach, one lightbulb burned out, a bus taking 20 minutes, lines being 40 minutes long, a door not locking, you can't get ressies at 4 months except at SSR, etc. To me if this bothers you then you contact house keeping or maintainence and thats that, no need to comment here.

I agree some complaints are pointless, and that DVC needs to be notified when it is a problem. I also do think that it's helpful to see issues that other members have had and how they are corrected. We have always been satisfied with DVC's response to our concerns. I just wish it was taken care of before I arrived and had to complain.

Sometimes it just seems that society in general can't be made happy.



Now if you want to complain about the inferiority of SSR or OKW, then thats a legitimate complaint. J.K.

Certainly you mean the inferiority of BWV, right?

 

[dianeschlicht]

Quote:
Originally Posted by SoCalKDG
Based on probability it just doesn't seem possible for me to have 10 straight trips with a clean room and someone else to have three straight that are dirty. Its the degree of expectations that comes into play.

How about 14 years of clean rooms and then two or three years of dirty rooms? I have the same expectations I had when I purchased 16 years ago. A clean room free of someone else's leftover food, cooking grease, and pubic hair in the shower.

See that's what I'm talking about too. We have seen a definite downturn in conditions this past year, and that is what made me write the letter. It's also what enticed me to speak to the manager last trip too.

 

[Sammie]

Originally Posted by SoCalKDG
makes me wonder what the level of expectation is. Is someone performing a white glove test on every counter and sees one spot of mold in the shower thus its dirty

Nope, but I expect the frig to be free of blood and hair

As others have said if some members have been lucky enough to never encounter a dirty room, they are lucky. We were lucky for years but lately we have experienced less than satisfactory rooms.

I expect it to be as clean as the Hampton Inn I spend the night in, on my drive to Orlando. I don't think that is unreasonable. I will say that the situation was dealt with and I moved on to enjoy my vacation, but seriously who cleans a room and does not notice, broken glass on the kitchen foor and hair and blood in the refrigerator, I though maybe I walked into a crime scene.

If one has not experienced less than desirable conditions of rooms and shares that experience, why is that any more valid than someone that has less than desireable experiences.

Are only the good ones valid???

 

[kid-at-heart]

Legit complaints are not "a bad thing". If people do not complain then nothing changes. People should praise when someone does a good job and should complain when standards are not up to par.

 

[JimMIA]

People read the complaint threads and assume every room is trashed, there are bugs in the food, bedbugs in the beds, disgruntled and angry castmembers, etc. Ridiculous! The bad experiences are few when compared to the vast majority of happy vacation experiences.

You forgot snakes. There are snakes at Disney World!

But seriously, anyone who reads a couple of threads with complaints and assumes the whole place is a landfill really is beyond our help.

Sure, we have seen occasional (very occasional) shortcomings. "Pobody's Nerfect!" Some of those were important enough to report, and they were immediately resolved satisfactorily. But that doesn't mean that anyone should accept a dirty room or substandard service.

The complaints I think are more substantial, however, are those about the ongoing trend of "streamlining due to member input to enhance the DVC experience." Most of those are nothing but profit-gouging at owners' expense, and prospective owners need to know about those on a forum like this. The guides certainly won't tell them! If a prospective purchaser is scared off by the truth, so be it.

 

[fishermouse]

First off I don't think this is the place to "complain" you should do that while at as soon as you notice the problem. You should do it in a calm adult fashion, not go screaming down to the front desk, and you have a right to expect results. What you should do on the boards is inform us of your experience and how it was handled, not just jump on the boards and trash the resort. Guess a lot of us have become skeptic due to the posts that trash the same resort over and over and tell of how wonderful thier favorite resort is. On the other hand I think most DVC'rs want to know if there is a trend of poor service or dirty rooms etc. I've learned to just ignor the post that start of with "I'm selling my points" or such and such a resort is a dump. I for one like the information just not all the drama that some posts contain. JMHO