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discarm
03-13-2006, 10:41 AM
My family, DH, DS, DD and myself, had a very un-Disney like experience at BCV. We were taking a cruise on the Wonder and stayed at BCV for two night’s prior. Upon check-in at 9:00 PM, we were told our room was not ready! The manager on duty asked if he could buy us dinner for the inconvenience, we really weren’t hungry, just tired from travelling, but we accepted it and thanked him. After dinner, (end of buffet at Cape May, not the best at that time of night), our room was ready. It was about 10:30 PM. The room was a handicapped room, which means that the bathroom doesn’t have any counter space. With a teenage daughter and an almost teenage son, that meant that all our toiletries would have to be put on the floor. Considering we made these reservations months ago, and did not request a handicapped room, and the fact that we had to wait 1 ˝ hours to get our room, at that time of night, we were pretty annoyed. DH at that point went back to the desk and we were immediately given another room! Why wasn’t that room available when we first checked in? We have been DVC owners since 1993, and this is the first time this has happened to us. We used Magical Express and our luggage did not arrive until 11:30 PM, missing 1 piece of luggage. At that point, my kids were just looking forward to putting on pajamas and going to bed. After talking to the front desk about our missing luggage, they said they would let us know when they “found” it! That piece of luggage carried all our “better” clothes for the cruise! Finally, at 2:30 AM, the front desk called and informed us that our luggage has been found! YEAH! Now we can start our vacation.

Everything was fine except when we checked out, we realized that the dinner that was supposed to be paid for by Disney because of their screw up, was on our bill! Another trip to the front desk. We were told that there was nothing marked in the comments column, so they could not remove the charge until they talked to the manager who was on duty that night. Lucky for us, our daughter remembered his name, so they said they would check with him when he came to work next. Everything was eventually taken care of, but it seems that we had to go through a lot to begin our vacation. We were very disappointed with the beginning of our trip and hope that the great customer service we have learned to expect at Disney is not changing. I guess we should be happy that we did not arrive at 2:00 in the afternoon and not be able to check in until 10:30 PM.

We did have a lovely vacation and a wonderful cruise, and I hope this is a one-time issue. This is the first time that we were not able to check into a room until so late at night, and I really hope it is the last.

DiznEeyore
03-13-2006, 01:42 PM
Wow -- sorry that happened to you! I'd definitely be annoyed, too, especially about being charged for a meal that was supposed to be comped! Glad you got it worked out eventually. Hopefully your next trip will be trouble-free! :)

Olaf
03-13-2006, 01:57 PM
I would definitely write a letter to DVC about that one, and include names. There's no excuse for being charged for dinner. What if your daughter hadn't been able to remember his name?

Alexander
03-13-2006, 02:01 PM
Room not ready at 9 PM? What if you had small children? That would irritate me more than having to straighten out the dinner thing.

Maistre Gracey
03-13-2006, 02:10 PM
I would definitely write a letter to DVC about that one, and include names. There's no excuse for being charged for dinner. What if your daughter hadn't been able to remember his name?
I am also sorry this happened to the OP, but I'm sure the charge for dinner was an over sight. I'm certain nobody intentionally tried to pull one over on them.

I also think it would be easy enough to figure out who the manager in charge was. After all, they knew the date and time. :smokin:

MG

Olaf
03-13-2006, 02:17 PM
I am also sorry this happened to the OP, but I'm sure the charge for dinner was an over sight. I'm certain nobody intentionally tried to pull one over on them.



MG

I never said it was intentional, but that kind of service is way below Disney standards, and that, after receiving their room so late. The powers that be need to know when these sorts of things happen.

paults
03-13-2006, 04:19 PM
WOW! when did you land and how long to get to resort?

did you call and let the front desk know you would be a late arrivial ( 9 PM). I would think they just gave your room away after a while. I know you used DME and they should know you were coming but things happen.
As far as luggage you got it pretty quick 2 1/2 hrs.( they say to expect about 4 hrs )for getting it to your room.

if we have a late arrivial we call and let them know so we have a room when we get there.

No reason not to have a room a 9 pm unless some CM thought (IMO) you were a no show and they needed the room.

Sorry you had this problem :goodvibes :goodvibes

debbiepump
03-13-2006, 05:12 PM
I feel your pain!! Our first visit as DVC members to BWV was sort of like yours, but not as bad. I truly think those of us that arrive late are 'punished' and get what 'trash' is left over that others don't want. We don't request specific rooms, areas, all we ask for is nonsmoking (medical reasons). I'm not about to arrive a day early (taking and add'l day of vacation from work, staying off site somewhere and perhaps an add'l day of car rental as some others do) just to get the 'perfect room.' Trying to check in the CM started it all of with, 'we have a situation', bad, bad, bad. Our room was a smoking, had left over food in the fridge, bathroom not cleaned, dirty towels in the entryway. I had the manager come up to our room along with the manager of housekeeping to show them. Ended up getting a meal on Disney, the manager said 'we messed up'. As exhausted as we were and as wonderful as our meal was (Flying Fish), all we both wanted to do was take a shower, relax and go to bed. I made sure the day after our 'meal on Disney' that it wasn't on my room charges. I've heard from lots of posters that waiting for your luggage with DME is the norm. We rent a car (rates are usually within reason, but there's only 2 of us). On the DVC members website there's an email address, that's where I sent my letter of concern and compliments of how wonderful the manager was at the BWV trying to correct the situation. I eventually got a call from someone at DVC who was trained quite well to listen and say all the 'right noncommmital things' to me. I've learned that prior to leaving on my trips 'home' nowadays, I call and review my ressies and let them know I'll be arriving late and what happened to me on my first visit home. So far, so good............

byoung
03-13-2006, 05:35 PM
No reason not to have a room at 9 pm ready.

Daitcher
03-13-2006, 05:41 PM
Sorry this happened to you. First comment out of my mouth would have been "room isn't ready at 9:00pm. You want me to believe housekeeping is still here cleaning?" Something stinks with this, what were they doing? :confused3 Please follow through with a complaint in writing. ME is a nightmare waiting to happen and I still don't get why people use it. Free or not the potential for disaster is great. I barely trust the airline getting my luggage there let alone putting into ME's hands. We rent a car and always will. Price tag can't be put on knowing I'm in control once we get there. No waiting on someone else for our stuff. Sorry once again and I' glad you managed to enjoy your trip.


DAVE

DebbieB
03-13-2006, 05:44 PM
This is why I don't think "room ready" is a good plan. Those who arrive later, even though they may have made reservations 11 months ago, get the worst rooms.

DVC Sadie
03-13-2006, 06:40 PM
That is just terrible service and awful especially at 9:00 pm and having no room ready. I'm sure all of you just wanted to go to sleep. I hope you do send a certified letter and let them know of all the inconvenience to you and your family.

MikeSquared
03-13-2006, 08:54 PM
This is why I don't think "room ready" is a good plan. Those who arrive later, even though they may have made reservations 11 months ago, get the worst rooms.

Yep, the room ready policy the way it's used at BCV is unfair. BCV could care less about your requests since the room ready policy has been in effect, that's why we sold our BCV.

Beca
03-14-2006, 12:27 AM
Yep, the room ready policy the way it's used at BCV is unfair. BCV could care less about your requests since the room ready policy has been in effect, that's why we sold our BCV.

ITA!!! After speaking with the GM at the annual meeting...I KNOW he doesn't care at all about requests. I think the BC thinks we are "lucky" to be there. I hope this changes...and soon!!

I am REALLY sorry this happened to you!! Not getting in until 10:30...that's almost the next day!! I have a 4yr old, and this would've been a BIG problem for us. Obviously, there was something "funky" going on with your room, but I have never gotten into a BCV room before 4:30, and both times we have stayed there, we were initially given smoking rooms which we cannot use because my mom is seriously allergic to smoke. Customer service is not a "high point" of BCV.

I would write a letter to DVC.

:wave:

Beca

keys2kingdom
03-14-2006, 07:57 AM
Yes, BCV is a HORRIBLE resort. I think everyone should give up staying there until they get their act together. ;) Seriously though, there is no excuse for a room not being ready at 9:00. What on earth were they doing?

discarm
03-14-2006, 08:23 AM
Thanks for all your responses. I understand that problems happen at resorts, and sometimes they can't all be fixed right away, even though BCV knew we were coming in late. We've been members since 1993 at OKW and have never had problems like that. What bothered me most however, was when we complained about the room we were in, there was another room available immediately. I don't understand why we had to wait all that time when there was a another room available.

This is the first time we used Magical Express and it will be the last. We usually rent a car, but didn't this time because we wanted to give ME a chance. Not worth it! I know it takes time to get the luggage to the room, but I guess I thought that being so late at night, it might come a little earlier. Wrong again!

Next visit, OKW!!!!!

Alexander
03-14-2006, 12:00 PM
Yep, the room ready policy the way it's used at BCV is unfair. BCV could care less about your requests since the room ready policy has been in effect, that's why we sold our BCV.
We have had just the opposite. I honestly think it depends on the CM who checks you in. In August we had requested a view of the quiet pool and nonsmoking. The CM noticed the requests and went out of his way to find us the absolute perfect room. He even gave us a choice of two, one near the elevator that would be ready later, or one at the end of the floor with a HUGE balcony that was ready then (9 AM). We chose the latter and he even called housekeeping to make sure the room was truly ready.

discarm
03-14-2006, 12:25 PM
I'm glad your trip went as well as it did. That is usually how ours goes, which is why this seemed worse than what it is.

One more thing about BCV...we didn't receive a "Welcome Home"! I missed that.

Daitcher
03-14-2006, 01:34 PM
Yep, the room ready policy the way it's used at BCV is unfair. BCV could care less about your requests since the room ready policy has been in effect, that's why we sold our BCV.



Not this guy again. I'll let it go just this once. pirate: Why do you still post? :confused3 I thought you were out of the sysytem.


DAVE

Daitcher
03-14-2006, 01:38 PM
We have had just the opposite. I honestly think it depends on the CM who checks you in. In August we had requested a view of the quiet pool and nonsmoking. The CM noticed the requests and went out of his way to find us the absolute perfect room. He even gave us a choice of two, one near the elevator that would be ready later, or one at the end of the floor with a HUGE balcony that was ready then (9 AM). We chose the latter and he even called housekeeping to make sure the room was truly ready.



I just had the same experience there. Even with room ready they do look at those requests. Late arrivers will always have a problem. Even if rooms are asigned all requests cannot be met and complainers early in the day might get put in "your" asigned room. There is no perfect system to please everyone. Room ready is the best IMO.


DAVE

MikeSquared
03-14-2006, 05:22 PM
Not this guy again. I'll let it go just this once. pirate: Why do you still post? :confused3 I thought you were out of the sysytem.


DAVE
Becuse, I still LOVE Disney, DVC was great the first few years we owned, and will we purchase again if DVC dumps the room ready policy.
Just becuse we don't own DVC doesn't mean I can't post here, mind you own business.

jim and meesie
03-14-2006, 05:53 PM
I am staying at BCV as I speak. We checked in on Sunday night at about 7 pm (also used magical Express) and also got a handicap accessible room. The CM checking us in seemed very nice but never mentioned we were going to be in "the only room left for the night". Just for info it's not the fact that it's a "handicap accessible room" that is the specific problem. It is smaller than a regular room, has NO CLOSETS or other hanging for clothing, and has no vanity in the bathroom for toiletries. When we asked for a different room we were told nothing was available until the next day. When we asked to speak with a manager a room became available. We are adding another room tommorrow (since we will have an extra person) so I will be sure to go down to the front desk bright and early to check in for it and make sure it's not smoking or handicap accessible!!! Our room asssignment showed minimal acknowledgement of any requests.

jimmar6419
03-14-2006, 06:28 PM
Wow, checking into a room at that hour kind of makes you feel like you have wasted a day's points. That really stinks! I would still DVC know, things won't change until enough people complain.

Daitcher
03-15-2006, 11:27 AM
Becuse, I still LOVE Disney, DVC was great the first few years we owned, and will we purchase again if DVC dumps the room ready policy.
Just becuse we don't own DVC doesn't mean I can't post here, mind you own business.



Mind my own business? What is this grade school? I asked a simple question about why you choose to still post on this forum. You are not an owner and from the sounds of it don't plan on becoming one again. Another board would be more appropriate for you. Everyone is entitled to post but it is a little much when someone posts just to bad mouth DVC. The problem with your purchase lied with your lack of knowledge with the program. No where does it state in any contract that you are guaranteed a certain view or location. If the view was so important to you then you should have purchased a BWV resale and booked BW view. Now before you spout off about being shown the congress park view I've heard you say it before. Showing the best rom in the house isn't unususal or decpetive. Should they have shown you the room with the dumpster view? Take this persons posts with a grain of salt because they do not understand the program and do not understand the whole basis of requests and the room ready system. You being a former member, I'll drink to that. :drinking1


DAVE

Rozzie
03-15-2006, 01:16 PM
Mind my own business? What is this grade school? I asked a simple question about why you choose to still post on this forum. You are not an owner and from the sounds of it don't plan on becoming one again. Another board would be more appropriate for you. Everyone is entitled to post but it is a little much when someone posts just to bad mouth DVC. The problem with your purchase lied with your lack of knowledge with the program. No where does it state in any contract that you are guaranteed a certain view or location. If the view was so important to you then you should have purchased a BWV resale and booked BW view. Now before you spout off about being shown the congress park view I've heard you say it before. Showing the best rom in the house isn't unususal or decpetive. Should they have shown you the room with the dumpster view? Take this persons posts with a grain of salt because they do not understand the program and do not understand the whole basis of requests and the room ready system. You being a former member, I'll drink to that. :drinking1


DAVE


The moon must be doing strange things to the tide! Dave, this is the 4th post in a row from you that I am in total agreement!! :thumbsup2

Here's one for you Dave! :drinking1

sajetto
03-15-2006, 01:33 PM
The moon must be doing strange things to the tide! Dave, this is the 4th post in a row from you that I am in total agreement!! :thumbsup2

Here's one for you Dave! :drinking1


Here Here :drinking1

Dave, what's gotten into you ;)

Maistre Gracey
03-15-2006, 01:47 PM
Becuse, I still LOVE Disney, DVC was great the first few years we owned, and will we purchase again if DVC dumps the room ready policy.

I can't speak for the other resorts, but VWL and VB still use the pre-assigned room method. :smokin:

MG

Daitcher
03-15-2006, 02:32 PM
Here Here :drinking1

Dave, what's gotten into you ;)


Rozzie and Sajetto,

I'm not sure what has goten into me but lets drink to it anyway. :drinking1 It is nice to feel the love once in a while instead of the flames. :banana:


DAVE

MikeSquared
03-15-2006, 04:57 PM
Mind my own business? What is this grade school? I asked a simple question about why you choose to still post on this forum. You are not an owner and from the sounds of it don't plan on becoming one again. Another board would be more appropriate for you. Everyone is entitled to post but it is a little much when someone posts just to bad mouth DVC.You didn't just ask "a simple question", you said "Not this guy again" bla bla bla... and it's none of your business why I still want to post on this forum. If you don't like it, block my posts or take it up with a mod.

The problem with your purchase lied with your lack of knowledge with the program. No where does it state in any contract that you are guaranteed a certain view or location. If the view was so important to you then you should have purchased a BWV resale and booked BW view.Look, I've explained this MANY times. :furious:
I understood exactly what I bought into, the room assignment policy has changed since I signed my contract. If I'm allowed to make requests then I expect DVC to do their best to honor that request per the contract I signed. I KNOW they're not guaranteed and never expected that, but I have a problem when the desk at BCV could care less about my requests and just stick me in the next available room. I think it's lazy, and they're just catering to complainers that can't wait until their room's ready ignoring the official check in time of 4pm.

Before the room ready policy I never had a problem with the room I was assigned, even when we got one next to a noisy elevator since it met our requests. I also do not have a problem waiting for a room like some other people that don't understand the 4pm check in policy, who's complaints started this room ready bunk in the first place. We always check in around 3pm, and since room ready is being overused at BCV we have got stuck our last 4 trips with a room we did not feel comfortable in. This would never happen to a paying customer at any other Disney resort, including the BC.

Now before you spout off about being shown the congress park view I've heard you say it before. Showing the best rom (sic) in the house isn't unususal (sic) or decpetive (sic). Should they have shown you the room with the dumpster view?I don't know what you're talking about, I've never said anything about a BWV view nor have I used points there, you must be confusing me with someone else.

Take this persons posts with a grain of salt because they do not understand the program and do not understand the whole basis of requests and the room ready system. You being a former member, I'll drink to that.There are others that feel the same as I do about the room ready policy, I'm just not going to put up with it so I sold. I still like the idea of DVC and will buy again when I feel they care more about the owners, specifically at the BCV.

Daitcher
03-15-2006, 06:29 PM
You didn't just ask "a simple question", you said "Not this guy again" bla bla bla... and it's none of your business why I still want to post on this forum. If you don't like it, block my posts or take it up with a mod.

Look, I've explained this MANY times. :furious:
I understood exactly what I bought into, the room assignment policy has changed since I signed my contract. If I'm allowed to make requests then I expect DVC to do their best to honor that request per the contract I signed. I KNOW they're not guaranteed and never expected that, but I have a problem when the desk at BCV could care less about my requests and just stick me in the next available room. I think it's lazy, and they're just catering to complainers that can't wait until their room's ready ignoring the official check in time of 4pm.

Before the room ready policy I never had a problem with the room I was assigned, even when we got one next to a noisy elevator since it met our requests. I also do not have a problem waiting for a room like some other people that don't understand the 4pm check in policy, who's complaints started this room ready bunk in the first place. We always check in around 3pm, and since room ready is being overused at BCV we have got stuck our last 4 trips with a room we did not feel comfortable in. This would never happen to a paying customer at any other Disney resort, including the BC.

I don't know what you're talking about, I've never said anything about a BWV view nor have I used points there, you must be confusing me with someone else.

There are others that feel the same as I do about the room ready policy, I'm just not going to put up with it so I sold. I still like the idea of DVC and will buy again when I feel they care more about the owners, specifically at the BCV.



Mikesquared I'm sure you are a nice guy just trying to enjoy your WDW vacations like the rest of us. I feel if you would have held on a little longer you would have seen that the room ready policy is working beautifully for all except those who check in late. To those who do check in late: Why waste the points for a day and put up with the possibility of getting a stinky room? Stay off site the first night. Mike, Here is my last three experiences at check in: " welcome home Mr. "Daitcher", how was your trip? OK, I see here you requested top floor non smoking. Here are the rooms we have ready right now and where they are located. Here are the rooms that will be ready later in the day after 4:00 p.m." What is wrong with that? I chose my location each of the last three times. 2 trips to BCV and one to OKW. BCV I got a top floor Epcot view once, a second floor pool/lagoon view the second time. OKW I chose a building close to the common area (1624) with a great view of the golf course and water. All of these times I arrived from 12:00 - 1:00 p.m. I wasn't there at the crack of dawn. Am I just a blessed person who always gets a great room? :confused3 I certainly don't think so. The vast majority of guests will be satisfied if DVC continues this type of service. You stated that DVC doesn't care about there guests, specifically at BCV. I couldn't disagree more. Whether they put a lot of stock into all of these requests is irrevlevant. They care about the owners and they really listen to members wants and needs. They have always been very responsive to any of my complaints or feedback. Sorry membership didn't work out like you hoped but please don't blame DVC. They are at the top of the list for timeshares for customer satisfaction. They must be doing something right. For every angry Mikesquared there is thousands of satisfied members. I also could have sworn it was you that had stated that when they give tours of SSR they show the beautiful DTD view from Congress Park. I thought you used this to show that DVC does put stock into views. This wasn't you? :confused3 I'll have to look through the boards to see if I can find that from you. If I'm wrong, I apologize. The only other thing I feel you are owed an apology for is the fact I insinuated or maybe directly stated that you shouldn't post here. Everyone deserves to be heard no matter how off base they are. Here's to you Mikey! :cheer2:


DAVE

MikeSquared
03-15-2006, 07:32 PM
Here's to you Mikey! :cheer2: Thanks for the nice response, maybe one day we can meet up for that beer. :drinking1

I just haven't felt that DVC welcome at the BCV over the last 2 years, I expect more from the staff there. We've only stayed outside of BCV twice, both times at OKW and both were great, so I don't have much experience with check in at the other DVC's. We were planning to buy another 150 or 200 OKW or SSR points, and even went to the tour at SSR during our last trip. We always check in around 2:30 - 3pm, but I still think your wrong about the people who check in late. I don't see a problem with late check in as long as people checking in earlier get the room they were assigned, late check in shouldn't mean leftovers. The owners requests at each DVC should have priority, and the best way to accomplish this is to take into account when the reservations are made. Room ready should also be a request, and should not interfere with requests made on earlier reservations. I guess we'll just have to agree to disagree on that point.
BCV is a small DVC, we bought there because that's where we wanted to stay most of the time. My main complaint is with BCV, but DVC allows the room ready policy which BCV over uses, even if other resorts are more balanced with their check ins.

Beca
03-15-2006, 10:14 PM
Wow, Dave!!! I just hope I can get some of your "blessedness" at BCV sometime. I neglected to mention on my previous post, that we checked in around 1:30, and our room was ready by 3:15. I was pretty excited about that. I called, and they operator said we only had one room number (it was a 2bdrm), so I assumed we were assigned a dedicated....I was pretty excited about that, too. When I pulled out my room map (we were in the lobby). It was smoking studio.... :confused3 ? The check-in desk was really crazy, so I went to the concierge. They were really nice, but kept reminding me that my map was not an "official" WDW map (I got it here of the dis), and was probably wrong. I asked if they had a map of the resort, and they said, "No." They kept trying to assure me that my room was, indeed a 2bdrm non-smoking (it was on the 4th floor right in the middle of the other smoking rooms). I finally asked the guy to please have someone else verify that the room was correct. A girl came over, looked at the computer and said, "No, that room is a smoking studio." She then explained that we had also been assigned the room next to it as our 1bdrm portion, and that, since we had already been up to the room, our room could not be changed. I explained that we had NOT been up to our room, that I had called, and looked at my map....that's how I knew the room was wrong. She then said, "Well, I'm sorry but all rooms are full, we cannot give you anything else." Then, she left. I explained to the guy that my mom CANNOT stay in a smoking room, and that we had "no smoking for medical reasons" added to our request. He looked and said, "Why yes, you do." He looked around to make sure the girl was gone, and said, "I'll get you a non-smoking room." He asked what my view requests were, and then said that no rooms opening up that day would meet my requests. He gave me a choice of two 2bdrms that would be opening, and we picked a second floor one. He said, "This room is ALMOST ready. Give us 15 minutes." That was at 3:45. Our room was not ready until after 5:30. I was so happy that the guy at the concierge was SOO nice...I gave him a big :worship: everytime we walked past, and brought him some "treats" from the park. But, it did seem like a big mess that shouldn't have been.

When I attended the annual meeting, I stayed after to speak to the GM about this (and other request issues). He was pleasant, (I think he probably is a VERY nice person), but he said, it is his opinion that NONE of the BCV rooms have very good views, and he could not understand why we make this such an important issue. I asked about filling requests on the order that the ressies were made, and he said taking the time to fill requests by some sort of "pecking order" is not what he would ask any of his staff members to do. He then said something about being happy that we are at such a beautiful resort (which is true...but, probably not the best for him to say). He seemed SOOOO gracious about other questions and requests, but he seemed to get very "stern" anytime a request/view issue was raised....I think this is definitely a "button" issue with him....he seemed to have VERY little patience for these questions. I left feeling VERY confused. On the one hand, I was glad that he was not "blowing smoke" by saying he would address something that he had no interest in addressing, but I also felt that the owners' requests at BCV mattered very little to him....but, maybe it is just the "view" requests that he is not concerned with? :confused3

Anyway, I came home and did some "thinking"...would I be happy in "whatever" room I get at BCV...because, I really don't think views are a priority for the staff at that resort (at least under this GM...who has been there many years). And, the answer is...yes!!! I decided I would try to be much happier with whatever I get. However, this is an answer that each one of has to answer for ourselves.

:wave:

Beca

DLKT
03-15-2006, 11:01 PM
The handicap rooms are a blessing for the handicapped but a royal pain for those that are not.
This happened to us at our last stay at BCV.
We had two little kids who took baths and the handicapped shower stall was not an option.
We too got the "all sold out" attitude.
For the money we paid to be told my kids couldn't take a bath and a few of the other changes that others have mentioned here, my head almost exploded i was so mad.
We were bumped up to a 1 bedroom for a night and treated like that was a big deal and we were getting the something special.
It was nice BUT we couldn't unpack because we were just going to be moved the next day.
Hardly a relaxing "welcome home"!!
Not that it matters because they sell out anyway but I've told numerous people not to bother with DVC just because of this ridiculous room situation.
And we initially checked in at around 8PM.
When I was told by a family member that it's better to check in early for the reasons stated in this thread I thought it was a joke.
That checkin process is called "half-***" where I come from.
But we're a captive audience aren't we?

Alexander
03-16-2006, 08:37 AM
If we can't check-in by early afternoon, say 1:00 PM, we stay somewhere else the first night. Does this truly make a huge difference in getting your requests met, I don't know. But we almost always check in by 9:00 AM and have always had our requests met. Even those requests that we put in at the desk when we are checking in.

I honestly think attitude has sooo much to do with it. If guests arrive with the attitude that the CM's are obligated to meet their requests because they own at that resort or that they have paid a lot of money or they made these reservations 11 months ago, the CM's are more likely to tell you that nothing is available. On the other hand a gentle, "I hate to bother you, but do you by any chance have...." goes a long, long way.

Remember, we may have paid thousands of dollars to belong to DVC, but the CM's are seeing guests every day that pay upwards of $400/night to stay in the resort and aren't screaming because they haven't received the view they had hoped.

princessesrule4
03-16-2006, 09:18 AM
Is it true that paying guests and DVC members paying cash are given priority for room assignments - at least at some of the DVC resorts?

AMcaptured
03-16-2006, 09:45 AM
I have so much to say right now that I don't even know where to start.

Our last visit started off horrible at the BCV's mainly because we were assigned a smoking room, then another smoking room, then a handicapped room. I wish I could say that I got the "Good Evening Mrs. ######, all of your requests have been met" as others have reported. If you recieved such treatment you should consider yourself extremely lucky.

We arrived the day after Christmas and got to the BC after 5 and were first given an absolutely smoke filled room. The guests before hand must have smoked constantly in the room because even the bellman said it was bad and he had stepped into a lot of bad rooms. We called the front desk before he even left the room and they gave us another room. I was already out in the hall because after just 30 seconds in the room I felt my chest tightening up and I started having trouble breathing. The next room honestly was even worse. I went immediately out on the balcony. The bellman left, he had had enough of us I guess and my husband got back on the phone as I searched for my inhaler. They said there was nothing else available and they would send up new comforters, an air purifier, etc and that we should leave for a few hours and it would be better once we returned....We went to the Orlando Ale House and then to the outlets.

Well you know what happened next, right? You are right, we returned to that smoke filled room and NOTHING had been done..NOTHING!! My husband called immediately and asked for the manager. He was told he was not available and they said they would beep him. He then told them what was happening and the operator said she would send someone up. The maid arrived and saw that I was out on the balcony having an asthma attack. She left the room and said she called whomever immediately and within 5 minutes the manager was at the door. By this time I had left the room and my daughter brought me down to the Breezeway to recover. The manager put us in a handicapped room for the night and said we could move in the morning if we liked.

So the next morning, my husband goes to the front desk and says he would like to know what room we would be getting before we put our stuff in storage and AMAZINGLY they were going to put us in the ORIGINAL smoke filled room. Needless to say, we decided to deal with no closet space or shelves for the next week because there is NO way we were going back into a smoke filled room....Honestly, I couldn't believe this was happening. Also, I kept on feeling guilty that there might be someone at the resort that "needed" that HA room and didn't have it because we were in it.

As many know, for Christmas week you must make your arrangements 11 months in advance. Our ONLY request is Non Smoking for medical reasons. Our ONLY request!!!!

Others are correct that arriving later in the day means left overs. You truly get the rooms no one else wanted. Last year our plane got in at 6:30 so we did stay the night at the airport. This year with our flight arriving at 3:30 we elected to get to the Beach Club that day. It was a mistake.

The room ready policy stinks as others have mentioned. We have been reconsidering our ownership lately and we have owned for quite some time. We purchased over at the Boardwalk when it first opened and sold our BW points to buy at BCV's when it opened so I know the difference between what is happening now at the resorts versus what used to occur. If this new pool heating policy becomes permenent, we will sell our membership.

We don't just go to Disney every year. We vacation in August and in December at the BC, in April we go to an island. This year we are going to Bermuda, last year we went to Jamaica, the year before the Dominican Republic. I could easily take the $40K my points are worth plus the $2K+ a year in dues and spend my vacation dollars elsewhere. We do love Disney but there are some things occuring right now that are making it harder to love.

AMcaptured
03-16-2006, 09:55 AM
Remember, we may have paid thousands of dollars to belong to DVC, but the CM's are seeing guests every day that pay upwards of $400/night to stay in the resort and aren't screaming because they haven't received the view they had hoped.


That isn't true. Last August, I was sitting in the lobby waiting for my daughter and a man was screaming at the front desk because they gave his family of four a king bed room at the resort, not the Villa's. Of course this was not acceptable to him and they told him the only way they could accomodate him was to charge him extra for a conceirge room!!! I was glad he didn't back down and demanded to see a manager. They were trying to put two adults and two children into a room with only one king size bed!

DVC members are not the only one's who complain. Everyone complains these days.

TRUSTYSTHEBEST
03-16-2006, 10:14 AM
I have read your experience, and I can't believe what happened!! I would not only call DVC management; but I would contact WDW management. I would not stop calling until someone gave me more satisfaction. Checking in at 9:00 PM and not having a room ready is so absurd. You can stay at the Holiday Inn on US 192, and get better service than that! :furious: :furious: :furious: :furious:

Rozzie
03-16-2006, 11:46 AM
I can't imagine a room not being ready at 9pm. I would have gone postal myself.

Mentioning the requests. I have developed a new way of going about it. I make NO REQUESTS, only NS. Never had a CM ever acknowledged my requests that were made prior, it's like they were never there. We get there early, stay somewhere either on the road or wherever, and check in no later than 10am. I also do the "is there anyway, anyhow, you could give me this, I know your job is hard..." (of which I could never do, it really is a job that I would be fired the first day!) It's called room-ready, I don't like it, but it is the only way I have been successful with it. ;)

Daitcher
03-16-2006, 01:37 PM
Thanks for the nice response, maybe one day we can meet up for that beer. :drinking1

I just haven't felt that DVC welcome at the BCV over the last 2 years, I expect more from the staff there. We've only stayed outside of BCV twice, both times at OKW and both were great, so I don't have much experience with check in at the other DVC's. We were planning to buy another 150 or 200 OKW or SSR points, and even went to the tour at SSR during our last trip. We always check in around 2:30 - 3pm, but I still think your wrong about the people who check in late. I don't see a problem with late check in as long as people checking in earlier get the room they were assigned, late check in shouldn't mean leftovers. The owners requests at each DVC should have priority, and the best way to accomplish this is to take into account when the reservations are made. Room ready should also be a request, and should not interfere with requests made on earlier reservations. I guess we'll just have to agree to disagree on that point.
BCV is a small DVC, we bought there because that's where we wanted to stay most of the time. My main complaint is with BCV, but DVC allows the room ready policy which BCV over uses, even if other resorts are more balanced with their check ins.



Mikesquared,

Seems like we've reached some common ground. You've done what you feel best serves your needs. There are certainly issues that could develop that would cause me to sell. I undersatnd now that your true frustration is really with the perception that they don't care about you as a guest. It is never right to be made to feel that way. I hope something works down the road. A BWV resale would work for you. You could at least book the BW view at 11 months out. Good luck and happy travels. Maybe we will meet up for that beer someday.

DAVE

Krismutt
03-16-2006, 02:36 PM
I am a newbie to this board. But have owned my BW timeshare since 2002 but it was my parents first from 1998. I have only been to WDW once and have reservations for this sunday for a 2-bedroom at BCV. I hope I don't have the problems that I have seen on this board. I did call today and make sure my request for a non-smoking room is noted as so on my reservation form. So we will see. I am taking my DH and DD. My DD is very excited. princess:

The last time I was at WDW was in 1998 and we stayed at a resort that is no longer there. And I can't even remember the name. But we had a nice time. I believe that is when my parents bought their timeshare.

We will be trying the Disney ME to get to the resort. But I will be taking a carry-on with a change in clothes just to be on the safe side as we will be leaving from LA at a very early time. And unlike what everyone thinks of California it has been rather cold here in the morning.

Has anyone done the grocery order at all? The number that is on the sheet didn't work for me and I had to call and get an alternate number to fax it to. Which I hope doesn't create a problem.

Alexander
03-16-2006, 04:44 PM
That isn't true. Last August, I was sitting in the lobby waiting for my daughter and a man was screaming at the front desk because they gave his family of four a king bed room at the resort, not the Villa's. Of course this was not acceptable to him and they told him the only way they could accomodate him was to charge him extra for a conceirge room!!! I was glad he didn't back down and demanded to see a manager. They were trying to put two adults and two children into a room with only one king size bed!

DVC members are not the only one's who complain. Everyone complains these days.
If you read my post more carefully you would see that I mentioned people complaining about the view they didn't get. You also need to not take it that I meant no-one ever complains. Screaming at the CM's at the front desk is not a good way to get your needs met. The capacity for that room would have been 2 people, so they wouldn't have been able to put them in there anyways.

LakeAriel
08-29-2006, 05:44 PM
I just found this thread accidentally and boy I wish I had read it before I booked there. They are truly horrible to DVC owners.

Patricia721
08-29-2006, 07:38 PM
We had a similar situation this past May - because our BCV studio wouldn't be ready until at least 7pm, they offered to "comp" us our dinner. I never have charges to my room key (just prefer it that way) but in order to "comp" the dinner, they "opened" my room key for that one specific dinner charge. The next morning I had a message to call the front desk as I needed to "settle" the charge. I explained the situation & that the meal was being "comped". The person at the front desk called someone else & then came back on the line - said it was just a mistake, they were sorry and they would clear the charge. All's well that ends well but the OP has me wondering...

Shelby5514
08-29-2006, 07:47 PM
OP~ Sorry this happened to you. We've stayed at the BCV's several times and have never had a problem. That's not to say that no-one else has, we've just had good luck I guess. We're staying there again in January and I can't wait!

momidoc4
08-29-2006, 09:02 PM
What is the "room Ready" policy???

chipscinderelly
08-29-2006, 10:28 PM
I really hope that everyone who posted here (or read and thought about their BCV experience) has contacted DVC directly via email or letter to let them know the issue you experienced.

I have no idea if our problem in July was due to room ready, we checked in around 6 pm so that whole check in late deal doesn't fly with me. I spent hours calling day by day to get a 2 bedroom DEDICATED villa at BCV for our wedding planning trip. When we checked in I inquired of the young CM "earning her ears" about whether or not it was a dedicated 2 br and she informed me that she had no idea and they could not tell (how is that possible - geeez) so I immediately had a bad feeling. We troop all our luggage and people over to the villa only to discover in no time that it's not a 2 bedroom dedicated. I call the front desk and explain, they cannot understand the issue, claim that we cannot reserve a dedicated 2 bedroom, I offer to bring down our dvc confirmation letter that shows this is what I booked and they say they cannot help me.... so we are transfered to customer relations where I explain again, and again get someone who says that it's not possible to reserve that type of room... then they hang up on me while trying to transfer me again. This point I am pissed, I call back, get transfered again and ask for the room assignor (this is where they were transfering me when they hung up). I speak to her and she also tells me it's not guaranteed... so I offer to give her my confirmation and show her that for a DVC member it is.... then she tells me that it doesn't matter, they are full tonight and even if she could move us there is no where to go (thanks for wasting my 30 min). I ask for a supervisor - this is person #4 we've talked to now) and FINALLY get someone who knows that yes it is a policy and yes we can reserve a dedicated 2 bedroom. She offered to have us moved the next day - unfortunately we had to decline as our wedding meetings started at 6:30 am and lasted until 4pm and we clearly had no time to move.

In the end I wrote an email to Carli and about 4 weeks later was informed it was sent to WDW Exec offices. Two weeks after that the exec team called and we discussed. The woman agreed they had a training issue and let me know they would work on it. Frustrating but best situation for all!

CarolMN
08-30-2006, 04:35 PM
...(snip)....In the end I wrote an email to Carli and about 4 weeks later was informed it was sent to WDW Exec offices. Two weeks after that the exec team called and we discussed. The woman agreed they had a training issue and let me know they would work on it. Frustrating but best situation for all!I'm sorry that happened to you, but I wanted to say thanks for trying to make it better for those who "come after you". If everyone who posts about a problem did as you do, perhaps there would be fewer reports here of problems.

Best wishes -

LakeAriel
08-30-2006, 09:20 PM
You are correct Carol. And a matter of fact the housekeeping manager thanked me profusely for calling him to the room. (BCV debacle) As he said, if no one says anything problems won't get fixed.

Unfiortunately it wasn't fixed by the time I arrived since they were working on it in July. :rolleyes:

Sammie
08-30-2006, 09:28 PM
I really hope that everyone who posted here (or read and thought about their BCV experience) has contacted DVC directly via email or letter to let them know the issue you experienced.

I have no idea if our problem in July was due to room ready, we checked in around 6 pm so that whole check in late deal doesn't fly with me. I spent hours calling day by day to get a 2 bedroom DEDICATED villa at BCV for our wedding planning trip. When we checked in I inquired of the young CM "earning her ears" about whether or not it was a dedicated 2 br and she informed me that she had no idea and they could not tell (how is that possible - geeez) so I immediately had a bad feeling. We troop all our luggage and people over to the villa only to discover in no time that it's not a 2 bedroom dedicated. I call the front desk and explain, they cannot understand the issue, claim that we cannot reserve a dedicated 2 bedroom, I offer to bring down our dvc confirmation letter that shows this is what I booked and they say they cannot help me.... so we are transfered to customer relations where I explain again, and again get someone who says that it's not possible to reserve that type of room... then they hang up on me while trying to transfer me again. This point I am pissed, I call back, get transfered again and ask for the room assignor (this is where they were transfering me when they hung up). I speak to her and she also tells me it's not guaranteed... so I offer to give her my confirmation and show her that for a DVC member it is.... then she tells me that it doesn't matter, they are full tonight and even if she could move us there is no where to go (thanks for wasting my 30 min). I ask for a supervisor - this is person #4 we've talked to now) and FINALLY get someone who knows that yes it is a policy and yes we can reserve a dedicated 2 bedroom. She offered to have us moved the next day - unfortunately we had to decline as our wedding meetings started at 6:30 am and lasted until 4pm and we clearly had no time to move.

In the end I wrote an email to Carli and about 4 weeks later was informed it was sent to WDW Exec offices. Two weeks after that the exec team called and we discussed. The woman agreed they had a training issue and let me know they would work on it. Frustrating but best situation for all!

What type of 2 bedroom did they give you if not dedicated, did you get a studio and one bedroom lock off?

chipscinderelly
08-31-2006, 06:05 PM
What type of 2 bedroom did they give you if not dedicated, did you get a studio and one bedroom lock off?

We reserved a 2 bedroom with 2 beds in the 2nd bedroom. Which I suppose to some is a dedicated unit, but the one we were given had a queen and a pull out - which is not what we reserved or what our confirmation stated and hence the issue that I spent hours getting the room, waiting on the waitlist, calling to check etc.

SoCalKDG
08-31-2006, 07:12 PM
We reserved a 2 bedroom with 2 beds in the 2nd bedroom. Which I suppose to some is a dedicated unit, but the one we were given had a queen and a pull out - which is not what we reserved or what our confirmation stated and hence the issue that I spent hours getting the room, waiting on the waitlist, calling to check etc.While its great you got this on your confirmation, it really means nothing. I believe the only guarentee you have is a 2 bedroom. They can switch it if need be.

I'm pretty sure that being a DVC member only guarentees us the room listed on our confirmations, nothing else. We can ask for other things but we have no actual rights to anything else.

Obviously members can complain, yell, scream, etc., but everyone that owns DVC knows this. We are all owners of these resorts and someone has to get a non-dedicated room, a smoking room(someday the resorts will all be no-smoking), a handicapped room, a dumpster view room.

I'll be at BCV next April and I promise not to yell or scream(notice I didn't say complain) if we get a smoking room(the only thing that actually affects your health). I'll then do everything in my power to get out of it and will move later in the week as well, but I understand that there are no guarentees.

princessesrule4
08-31-2006, 07:31 PM
Deleted - didn't realize this was an older thread and I'd already posted!

Beca
09-01-2006, 08:39 AM
We reserved a 2 bedroom with 2 beds in the 2nd bedroom. Which I suppose to some is a dedicated unit, but the one we were given had a queen and a pull out - which is not what we reserved or what our confirmation stated and hence the issue that I spent hours getting the room, waiting on the waitlist, calling to check etc.

I'm confused. What you were looking for is a "2 Queens" bedroom. This IS a reserved category at BCV, but is something VERY different from a "dedicated 2 bedroom". A dedicated 2-bedroom just means there is no exterior door to the 2nd bedroom, and no "mini-kitchen" in the room. A "dedicated" 2-bdrm is not a reserved category. Your ressie might say one or the other, but it can be switched if need be.

A "2 Queens" room is also a dedicated 2 bdrm, but it IS a reserved category. This leads to some confusion as, due to size limitations in some rooms, not ALL "dedicated 2-bdrms" are "2 Queens" rooms. IF your ressie said, "2 Queen beds in the second bedroom", then you should not have been switched. If however, your ressie said, "Dedicated 2 bedroom"...it is a request, and not a guarantee.

Someone correct me if I am wrong, but this has always been my understanding at BCV.

Mike
09-01-2006, 08:55 AM
I'm confused. What you were looking for is a "2 Queens" bedroom. This IS a reserved category at BCV, but is something VERY different from a "dedicated 2 bedroom". A dedicated 2-bedroom just means there is no exterior door to the 2nd bedroom, and no "mini-kitchen" in the room. A "dedicated" 2-bdrm is not a reserved category. Your ressie might say one or the other, but it can be switched if need be.

A "2 Queens" room is also a dedicated 2 bdrm, but it IS a reserved category. This leads to some confusion as, due to size limitations in some rooms, not ALL "dedicated 2-bdrms" are "2 Queens" rooms. IF your ressie said, "2 Queen beds in the second bedroom", then you should not have been switched. If however, your ressie said, "Dedicated 2 bedroom"...it is a request, and not a guarantee.

Someone correct me if I am wrong, but this has always been my understanding at BCV.

That is my understanding as well. On my past trip I reserved two "2 Queens" room and was told by MS that they were guaranteed. We had no problems at checkin. I do not believe that dedicated vs lock-off is guaranteed.