Got a call yesterday...

[BMan62]

I received a call yesterday from WDW Customer Service.

We were renting points at BWV earlier this month (1/5 - 1/8) and found some things in the room that were very unDisney and extremely non-conducive to enjoying a DVC stay. DW suggested we take some pictures of the problems (heavy dirt and dust on the furnishings and light fixtures, a clogged air cleaner in the air handling unit [found this accidentally when I bumped the cover while reaching for the refrigerator door and it fell off,] neither the refrigerator or hair dryer worked, and there was a huge stain on the bedspread) and e-mail customer service about them.

I e-mailed them on the 10th, with the photos.

The call yesterday was to 'thank' me for letting them know about these concerns and that they would be taken very seriously. She went on to say that the information would be sent to the resort to be more closely scrutinized.

Why do I feel that this was nothing more than a 'brush off' -- 'Yeah, yeah, we hear you. Now, shut up and give us more money!'

[CanadianWDWFan]

There seems to be quite a few posts recently on the state of the rooms at BWV. This really concerns me since it is our Home resort.

I am glad that you sent in your complaints. We can only hope that you weren't given the "brush off"

[TinkerbellT421]

Wow, really sorry to hear about that unfortunate situation. DBF and I stayed at BWV the same week and after as you did. And our room was in one-hundred percent, tip-top shape. :( And trust me I scrutinize rooms, due to my OCD and Germ-a-phob issues. SOrry to hear that your stay wasnt good. Hopefully it isnt just a brush off. Hopefully they do something, anything for you guys.

[SBETigg]

I think if they were really brushing you off, they wouldn't have called you. I would believe that the concerns are being looked into, and what else could they do? I think it shows some effort that they did call, anyway. But it's a shame that your stay was like that in the first place.

[Disneytrotters]

Why do I feel that this was nothing more than a 'brush off' -- 'Yeah, yeah, we hear you. Now, shut up and give us more money!'

We had a MAJOR problem at Epcot this past December with some Brazilian men who were filming us without our permission/consent. One of them tried to kiss us and get us to drink from an alcoholic beverage, etc. It was not pleasant, and wrecked our entire day. We were too upset at the time to think about reporting them to Security, so we waited until returning to our resort (GF) to let anyone know. Of course, an incident report was filed with the resort Security, but there was not much else that could be done.

After arriving home, we sent a letter to both the Vice President of Epcot as well as the Guest Services Manager at the Grand Floridian, describing in detail what had occurred and our reactions to it.

Last week we received a call from someone in Guest Services at WDW saying that they had received our letter and assuring us that copies had been sent to all of the appropriate offices, but since we did not report the incident at the time it happened, there was really nothing that could be done.

We were not expecting any monetary renumeration or anything, but we do think that at least a letter of apology should have been sent.

We have visited WDW thirteen times in the past eleven years, but as of now, we cannot imagine ever going back again. Hopefully, we will be able to get over this at some time in the future, but that horrific and demeaning incident has colored our view of all of Disney. We will not be going there again soon. In fact, we are spending a week in Florida next month, but will not be going anywhere near Disney!:confused:

[teamblackwell]

We had a MAJOR problem at Epcot this past December with some Brazilian men who were filming us without our permission/consent. One of them tried to kiss us and get us to drink from an alcoholic beverage, etc. It was not pleasant, and wrecked our entire day. We were too upset at the time to think about reporting them to Security, so we waited until returning to our resort (GF) to let anyone know. Of course, an incident report was filed with the resort Security, but there was not much else that could be done.

After arriving home, we sent a letter to both the Vice President of Epcot as well as the Guest Services Manager at the Grand Floridian, describing in detail what had occurred and our reactions to it.

Last week we received a call from someone in Guest Services at WDW saying that they had received our letter and assuring us that copies had been sent to all of the appropriate offices, but since we did not report the incident at the time it happened, there was really nothing that could be done.

We were not expecting any monetary renumeration or anything, but we do think that at least a letter of apology should have been sent.

We have visited WDW thirteen times in the past eleven years, but as of now, we cannot imagine ever going back again. Hopefully, we will be able to get over this at some time in the future, but that horrific and demeaning incident has colored our view of all of Disney. We will not be going there again soon. In fact, we are spending a week in Florida next month, but will not be going anywhere near Disney!:confused:

I've read this post twice, and from what's written, I can't see what Disney did wrong. I see that a couple Brazilians did something wrong. The OP did something wrong by not immediately reporting the incident to security, so that it didn't happen to others. It's good people resposiblity to report bad people behavior, or else they just keep acting bad. IMHO

[AHOTE]

You should have reported the problems as soon as you discovered them. We had a few problems when we checked in back in November. I reported them to the concierge and we went off to enjoy the park. Everything we spoke about had been taken care of by the time we returned that evening. No hassles or aggrevation at all. Disney can't do much to help you after the fact other than to express their concern.

[disneyfan328]

I've read this post twice, and from what's written, I can't see what Disney did wrong. I see that a couple Brazilians did something wrong. The OP did something wrong by not immediately reporting the incident to security, so that it didn't happen to others. It's good people resposiblity to report bad people behavior, or else they just keep acting bad. IMHO

Unfortunatley I have to agree - The OP should have reported it directly after the incident while still in the park. I am sure that security could have approached these gentlemen at the time and done something about it or at the very least informed them that if their bad behavior continued that they would be escorted from the Park. While Disney does its best to give us a great place to vacation they cannot be expected to control the behavior of those visiting. Reporting it after you were gone from the parks probably didn't give Disney much to go on as far as addressing the individuals reponsible for ruining your day, but I don't see how you can hold them(Disney) responsible.

If you had reported it at the time of the incident and nothing was done and you continued to see these people acting up in EPCOT, then I would say that you would have a gripe with the way Disney handled it but what were you expecting for them to do that they didn't? This might help those of us reading this to understand why you are still upset with Disney over this incident.

[kakn7294]

Back to the OP's incident, I know you feel it's a brush off but I can tell you that they do listen to us. In Dec 2006, I was extremely unpleased with the Cars meet 'n greet - the families formed a huge circle and the Cars drove into the middle. The kids were then told to "come on up and meet them" resulting in a mass of humanity surging in on the Cars - adults were pushing kids out of the way in order to get that perfect photo, kids were separated from their parents, and some kids were even knocked to the ground. I wrote an e-mail upon return, received a phone call similar to yours, and not long after, the meet 'n greet was changed so that the kids lined up in an orderly fashion, not an unsafe push & shove match. I'm sure my complaint wasn't the only one they received but it's nice to know that they really do take us seriously.

[PAYROLL PRINCESS]

If it's something that can be fixed right away, it should be reported right away. If they are not told, they can't correct it.

And the Brazilians should have been reported to a CM right away. Again, they really can't do anything if they don't know about it.