We just returned and didn't have an issue like this, but did have an issue which needed attention. New for this trip there is a one page welcome letter from the GM of the YC/BC, Kim Marinaccio with and e-mail address
wdw.gm.yachtandbeach@disney.com to send any comments, questions or concerns to. We received a response within 12 hours. Can't say if it was directly from her or from someone on her staff, but at least it was acknowledged and responded to in a reasonable time. They may want to give this a try with as much detail as possible....including names of who they already talked to.