Would you complain (should I complain) about a poor stay?

[Peggy Sue]

We stayed at BWV during the last room refurbishment. We were given a ground floor room that was in horrible condition. The couch was so broken that you couldn't sit on it, let alone have someone try and sleep there. Our bathroom was full of mold and the room smelled very musty. DH has asthma and was immediately bothered by the mold. We went back to the front desk and they advised the couldn't do anything until morning about the couch and would send in housekeeping to check on the other issues. Long story short, couch could not be fixed or replaced, they couldn't do anything about the smell, and they didn't remove all the mold. The rest of the unit was also very beat up. We immediately went down and requested a manager .. he tried to talk us into staying in that room, but we held firm and were eventually moved into another room later that day. We've been members since 1997, so we only spend a few hours a day in the parks...but had we been new to Disney, and park time was important I would have been even more upset over the amount of our personal time that it took to resolve our issues. We have found during our travels that if we run into a problem we immediately make the request to fix the issue and if it is not resolved in a reasonable amount of time we go in person and request to speak with management. Generally, 90% of the time we receive immediate attention and the problem is quickly resolved. I also take the time to write reviews on major trip sites and stating this to management also helps to move things along, because I will state the good, bad and ugly of our stay. Sadly, after we moved out of the BWV room we know they put another incoming family in there ... that's the part that really annoys me when a room really needed attention before renting it out again.

I would send your issues in writing to DVC as well as to the management at the hotel. You should at least get a response back, and you may get a few points back.

Disney is generally very responsive to customer complaints.

 

[pangyal]

Thank you, everyone, for the feedback. I did receive a phone message a week ago saying that they would be forwarding my email to the DVC Executive Offices, which to me says they are simply washing their hands of the whole matter and don't intend to follow up further. Should I write back and request an update, or accept that this is as far as my complaint will go and just leave it?

 

[disneynutz]

Thank you, everyone, for the feedback. I did receive a phone message a week ago saying that they would be forwarding my email to the DVC Executive Offices, which to me says they are simply washing their hands of the whole matter and don't intend to follow up further. Should I write back and request an update, or accept that this is as far as my complaint will go and just leave it?

Don't know how they are set up now? Before member satisfaction was the DVC executive offices, if you sent member satisfaction the email I'm confused.

Bill

 

[pangyal]

Don't know how they are set up now? Before member satisfaction was the DVC executive offices, if you sent member satisfaction the email I'm confused.

Bill

I sent the email to the link you helpfully posted, and I received a voicemail from them saying they were going to forward it to Executive Offices. I don't quite know why Member Satisfaction isn't the one who is responding either.

 

[KalamityJane]

We've stayed several times at VGC and not had the issues you had (and having plastic by the elevators and how slippery those floors are to begin with, that definitely was not cool). I hope you get a good resolution and I would be upset as well.

 

[disneynutz]

I sent the email to the link you helpfully posted, and I received a voicemail from them saying they were going to forward it to Executive Offices. I don't quite know why Member Satisfaction isn't the one who is responding either.

Don't know what to say, I have received calls from DVC member satisfaction and they have said that they are calling from the DVC executive offices.

Bill

 

[wbl2745]

VGC is our home resort and if we had an experience like yours I would say a lot! I'm glad that they are refurbishing the rooms and other parts of the Grand Californian, but they need to take into account the guests' experiences more than they appear to me. We're scheduled to be there in November. I hope they're done!

 

[kydisneyfans]

We had a horrible stay at Kidani Village, with the worst being Mickey had visited the room and left evidence all over the bathroom toiletries and towels. We were not offered a points refund, but a credit for meals during the stay. We also were given the choice of a new room, but couldn't move until 2 nights later as there was nothing else open. The entire stay was marred with issues, from sparking in the microwave to missing our luggage drop off due to a line that went through the lobby at 5:50 AM.

We emailed the dvc customer satisfaction line and they did attempt to call once, but I was on a work conference call. That was the only attempt.

Our home resort is Kidani, our next reservations are at Key West and Saratoga. It will be a LONG time before we stay there again.

 

[disneynutz]

We had a horrible stay at Kidani Village, with the worst being Mickey had visited the room and left evidence all over the bathroom toiletries and towels. We were not offered a points refund, but a credit for meals during the stay. We also were given the choice of a new room, but couldn't move until 2 nights later as there was nothing else open. The entire stay was marred with issues, from sparking in the microwave to missing our luggage drop off due to a line that went through the lobby at 5:50 AM.

We emailed the dvc customer satisfaction line and they did attempt to call once, but I was on a work conference call. That was the only attempt.

Our home resort is Kidani, our next reservations are at Key West and Saratoga. It will be a LONG time before we stay there again.

These issues can and will happen at all of the resorts, been there done that. Disney isn't perfect but recently it seems that they are improving. Why it took so long for them to take corrective action, I still don't understand.

Bill

 

[Disn3yVision]

We stayed at VGC about a month ago and also got a "pool" view (all construction) after requesting TPV. We did receive a letter in the mail and email however agead of time advising us of the ongoing construction and closure of the pool. I also was able to read quite a bit about the current state of things on the vgc thread on the boards.

That's said, you had many other issues so I would definitely let DVC know how unhappy you were with your stay.

 

[PEANUT1]

We've received point returns two times for different circumstances. Your issues certainly seem to warrant it. I always recommend trying to have it resolved on vacation though, it seems much easier. Our last stay at the Poly was so bad bc of all of the construction and we had loud trucks by our rooM each morning at 5 am unloading. The manager actually purchased a sound machine for us to use in our room