Big Surprise in Room @ BCV UPDATE! 11/2

[keishashadow]

Just back from 1st visit to BCV & CR, overall trip was wonderful but, had an awful beginning.

I'll preface this by saying I know the BCV has it's legions of fans & I'll probably get flamed left & right but, here goes anyway.

When we checked into out lovely studio with fantastic view of Epcot we were thrilled. A little irritated that our Staples order (cases of water & pretzels) was lost but, hopeful it would show up soon.

When we returned to room later that evening after midnight & turned on the lights, we were horrified by roaches crawling on the walls.

I immediately called guest services who informed me that there were no other rooms available & we'd have to tough it out overnight. When I asked to speak to a manager, I was told none was available but, that he would be paged.

As I sat in the charming wicker chair all night, I both called the front desk & left several voice messages for the manager. I did not receive a response.

The next morning I went to the lobby & was told once again, no manager was available to speak to me but, I could have full housekeeping if need be...

At that point I loudly used the "R" word & said I wanted the room fumigated by the time we returned from the parks. I was assured it would be handled by noon.

When we returned @ 2:00 p.m. it still wasn't accomplished & again I reiterated my insistence on pest control being immediately summoned.

We left again for the parks & upon our return in the evening, I checked back with the desk & was told the deed was done. At no point did I receive a confirming call or apology from housekeeping or management.

I'm a realtor & have managed properties for many years & have seen my share of roaches...they may call them palmetto bugs in FL but, a roach is a roach. I also lived several years in FL as a child & remember that the exterminator came every month to control them.

My complaint is not the roaches, per se, moreso the lackadasial response to our very pressing concern. Additionally, it took 3 days for the Staples order to appear; only after I faxed them a copy of signed delivery receipt was it magically found.

[calypso*a*go-go]

Ewwwwww :scared1:

That was totally unacceptable to never have a manager contact you. For pete's sake, who was in charge that day...the bellhop? You definitely need to follow-up on that one!

[kmermaid]

I had a similar problem, not the bug problem, the case of water missing. I was at CSR and I was directed to 3 different people. Finally a women named Wendy heard how irritated I was and took it upon herself to make a decision. She sent over two cases of the hotels water so we would have water for the parks that morning. I don't know why others can't use their brains like her. Never did get my Staples water.

[wdwstar]

we had a problem when we were staying at the BCV, not roaches, but anyways email the BCV resort and manager should contact you. I was contacted in about a week. And the funny thing is the manager said about 100 times, you should have asked for a manager. :rotfl:

[greenban]

Sorry that this happened to you.

Palmetto Bugs, while roaches have some extra special 'bonuses'.

They can fly!!! :faint: and they often grow to more than 3 inches! :eek:

The way you were treated is unacceptable. I also suggest your write to Mr. Lewis!

-Tony

http://www.blufftontoday.com/images/palmettobug.jpg

http://www.bug-master.com/images/pests/pic-roach-aust.jpg

P.S. My son's frog (Photo in my siggie) would have made short work of those roaches for you!!!

[cobbler]

So sorry you had to deal with that. That is unacceptable at any resort.

Hopefully the rest of the trip turned out ok.

[eyeheartgoofy]

ARGHH!!! I saw one of those at the airport and thought it was a mouse at first ... the bugger was huge!

[keishashadow]

greenban - I'll look on the bright side that we had teeny ones...only about 1-1/2 inches...still gross, hope we didn't bring any "souveniers" home with us.

Shall fire off emails to BCV & Jim Lewis, will report as to replies.

My mom sez I should have stood in the lobby proclaiming that they were infested & something would've been done much sooner...not quite my style but, probably much more effective.

Overall, the trip was fantastic though, says something for the power of Dis magic when it can overcome that unfortunate start. Assume we'll laugh about it down the road but, I'm still unsettled over it.

[sean-1966]

I can't believe there were no rooms available in all of BCV. Next time try a manager at member services, or your guide. Maybe they could have helped.

[MiaSRN62]

At no point did I receive a confirming call or apology from housekeeping or management.
Whoa.....what a story ! When it was all said and done, this was the least they could have done for you. A follow-up phone call is just basic good customer service.
Glad your package eventually arrived.
When I saw your subject line "Big suprise in room"....I was thinking it would be a GOOD suprise !

[BuckRodgers1999]

Not acceptable. No manager available? Someone is in charge that could be called. Where I work we have to identify who will be covering for us in order to take a day off. No manager, ok, whose in charge of the manager. Get them there. I agree with your perspective, things happen, but the response was unacceptable. kept wondering what the "R" word was.....searching my 4 letter vocabulary.....

[Viki]

Palmetto bugs? You sat up all night because of Palmetto bugs? Really? :confused3

[llrain]

I can't believe there were no rooms available in all of BCV. Next time try a manager at member services, or your guide. Maybe they could have helped.

i can believe no rooms available....this is a very popular resort...

we had an issue with not pests but our smoke detector going off
while we were sleeping at 2am....

it went off on us, our room only, and we went down to the front desk
to let them know thinking also that there would have been some kind of alarm or some flag raised at security or the front desk....But they had no clue our
detector was going off...U would think that at a resort for safety if this happened an alarm would notify either security or the front desk....
Not even did it trigger anything at the fire department...
Thank god there was no immdeiate danger...
All in all the situation was handled pretty good, There was a manager
on duty that quickly came out to help and made sure to follow up with us the next couple of days to make sure it didnt go off again, and that night
had someone from nighttime maintenence come check it..
I dont remember the managers name but she had red hair, long and curly
i think it was jessica...
And admist it all we didnt complain about anything...we didnt leave alot of messages with a manager...I guess just a attitude we have of "everything works out in the end" and it worked out fine. follow up and all
so why harp on it....during the night while Waiting for the maintenence
we just took a late night stroll on the beach instead of pacing and leaving messages with anyone....
Maybe they just didnt have a manager on duty at the time...
Sometimes they can have an "acting" or fill in supervisor...

fire off all the emails u want...do u really think anything will get done. doubt it
working in my customer service area there are too many agents, even supervisors who get complaints all the time and dont do anything about it..
just go on with life, why still harp on it,,,I swear that the last 4 years
i have been to disney with 3 times at the beach club I have never seen
a roach anywhere, nor have I ever paid attention..

every manager I have confronted about anything there recently have bent
over backwards, even more than necessary "what can I do to fix it, etc"
I just say Im not looking for "compensation" , just wanted you to be aware..
Maybe its the way the situation is approached.

[TAKitty]

every manager I have confronted about anything there recently have bent
over backwards, even more than necessary "what can I do to fix it, etc"
I just say Im not looking for "compensation" , just wanted you to be aware..
Maybe its the way the situation is approached.

While I agree with some of your posting, your experience was not the posters experience. My sister insists that a major chain restaurant gave her food poisoning. I didn't get food poisoning, so why is she still upset :confused3 . We had different experiences. It is reasonable to notify Disney and report the problems.

[NMW]

That's horrible!! I would have freaked. As both my husband and my Ehrlich exterminator know-I hate bugs.

[Sammie]

I am not addressing what did or did not happen with the OP but for future travelers to any Disney resort.

Do not call the Front Desk from your room, you get the Call Center and truthfully they are not very efficient. They say they are passing on the messages, but very few get through.

Go to the Front Desk in person, ask for the on duty manager. There is one there 24/7. Wait at the desk for this person. Usually unless they are out on the property with a problem, they are in the office there at the Front Desk, so the wait time is minimal.

Then take the manager to your room and have them personally deal with your problem.

Problem solved then.

[Dizma]

Keishashadow.....................OMG!!!!!!!!! So sorry that that happened to ya. That doesn't sound like a magical vacation. What room # was it?

[SoCalKDG]

I am not addressing what did or did not happen with the OP but for future travelers to any Disney resort.

Do not call the Front Desk from your room, you get the Call Center and truthfully they are not very efficient. They say they are passing on the messages, but very few get through.

Go to the Front Desk in person, ask for the on duty manager. There is one there 24/7. Wait at the desk for this person. Usually unless they are out on the property with a problem, they are in the office there at the Front Desk, so the wait time is minimal.

Then take the manager to your room and have them personally deal with your problem.

Problem solved then.Great idea. I'll keep that in mind no matter what resort I'm at.

Listening to a few podcasts this past week I've been hearing of tons of bug problems these past two weeks at WDW. At the All Stars people would open their doors and hundreds of bugs would fly in. I'd wager the balcony door must have been left open at the BCV room.

[MiaSRN62]

Listening to a few podcasts this past week I've been hearing of tons of bug problems these past two weeks at WDW. At the All Stars people would open their doors and hundreds of bugs would fly in. I'd wager the balcony door must have been left open at the BCV room.
There is/was a "love bug" problem the past several weeks at WDW. I just got back over a week ago. They were everywhere ! I was at VWL....friends were at POP. These bugs were indeed all over the door---and they did fly in when you opened the door. They were in the monorails....the busses etc. They would land on you simply strolling down Main Street. But roaches in your room are a different story. I think Keishashadow had every right to be upset and call management despite what llrain thinks. I think she should have gotten some sort of follow-up from them.

[I Love DVC]

Wow!!! After hearing so many bad things about BCV (roaches, filthy rooms, torn furniture), I don't think I'd ever want to stay there. Glad we own at SSR instead.....

[lisareniff]

I am not addressing what did or did not happen with the OP but for future travelers to any Disney resort.

Do not call the Front Desk from your room, you get the Call Center and truthfully they are not very efficient. They say they are passing on the messages, but very few get through.

Go to the Front Desk in person, ask for the on duty manager. There is one there 24/7. Wait at the desk for this person. Usually unless they are out on the property with a problem, they are in the office there at the Front Desk, so the wait time is minimal.

Then take the manager to your room and have them personally deal with your problem.

Problem solved then.

Thanks Sammie! Great info!

[Scratch42]

I am not addressing what did or did not happen with the OP but for future travelers to any Disney resort.

Do not call the Front Desk from your room, you get the Call Center and truthfully they are not very efficient. They say they are passing on the messages, but very few get through.

Go to the Front Desk in person, ask for the on duty manager. There is one there 24/7. Wait at the desk for this person. Usually unless they are out on the property with a problem, they are in the office there at the Front Desk, so the wait time is minimal.

Then take the manager to your room and have them personally deal with your problem.

Problem solved then.

Thanks Sammie!

I'll remember this as I'm heading to BCV this Friday!

DD will absolutely freak if this happens to us!

EEWW!

[MIDisFan]

Palmetto bugs? You sat up all night because of Palmetto bugs? Really? :confused3

If my wife or one of my 3 daughters had seen anything short of an ant, they would have had us sleeping in the car. :rotfl:

[cdmickey]

I think I would be more put off by having the insecticide sprayed in my room than just removing the bug myself. They're big, they can fly, but often times just run for a dark corner. They don't bite, crush quite easily and other than the ick factor can be handled without all the drama that was related in this story. I'm thinking 'mountain out of a molehill' here; sorry. I will give you this, you had a concern and perhaps the front desk didn't react as best it could.

[MiaSRN62]

cdmickey says : I think I would be more put off by having the insecticide sprayed in my room than just removing the bug myself.

from the OP : we were horrified by roaches crawling on the walls.

It sounds like it was more than just one simple bug to remove......the OP stated "bugs" and "walls", which leads me to believe there was more than just one of these critters in there.

I Love DVC says : Wow!!! After hearing so many bad things about BCV (roaches, filthy rooms, torn furniture), I don't think I'd ever want to stay there. Glad we own at SSR instead.....
Unfortunately, I think this could happen anywhere and at any resort.

[chris1gill]

we had a problem when we were staying at the BCV, not roaches, but anyways email the BCV resort and manager should contact you. I was contacted in about a week. And the funny thing is the manager said about 100 times, you should have asked for a manager. :rotfl:

Ugh, I agree, email the BCV resort & manager.... I would have sat in that lobby all night long until they got someone in that unit to fumigate, or at least given me something to do it myself... OMG, I can't even believe that... You know? I think I'd call member services over this one, I'm sorry, but in no way should this ever be accepted at any resort, nevermind a Disney resort.... they should have addressed this immediately with something (even if it was a can of bug spray!) God, I think I'll bring my own bug spray from now on :confused3 YUCK....

[Simba's Mom]

There is/was a "love bug" problem the past several weeks at WDW. I just got back over a week ago. They were everywhere ! I was at VWL....friends were at POP. These bugs were indeed all over the door---and they did fly in when you opened the door. They were in the monorails....the busses etc. They would land on you simply strolling down Main Street. But roaches in your room are a different story. I think Keishashadow had every right to be upset and call management despite what llrain thinks. I think she should have gotten some sort of follow-up from them.
I was told by more than one person that the love bugs somehow keep the roach population down-either they eat roaches or they eat roach larva. If that's true, I'll put up with lovebugs!

[BCV23]

Are you sure they weren't love bugs? Especially when they are....communicating ;) , they look like roaches to me.They were all over our lanai at BCV a few weeks ago. Coming in after Illuminations, I would squeeze through the door as fast as possible and a bugger or two would get in anyway. I really hate killing any bugs and at first was picking them up with a kleenex and putting them out. By the end of the week, I'd just sweep them to the door and out!

As Sammie said, calling the front desk or Guest Services is pretty much hopeless. But I would have tried Housekeeping first. I've found them to be extremely responsive at BCV.

I also think that people leaving the lanai doors open continues to be a problem. What are they thinking? :rolleyes: This trip, I was so glad to see the pool door closed though..yay! Last trip it was almost continually open.

Glad your vacation improved :thumbsup2 and sorry that you got no response immediately. :sad2:

[debbiepump]

Wow! I'd be sleeping in the lobby! We were just at the BCV last week and all four of us commented on how many empty rooms there were there. There's always a 'manager' of some sort on duty, whether on property at that time or not.

[JandD Mom]

Every time I read about a problem with a unit on these boards, it seems the complaints are usually about BC. It seems that a common complaint here is that BC staff is not very helpful when confronted with a problem. You don't see this complaint as often at other DVC properties.

Are they having management problems at BC?

[diznyfanatic]

Sorry your trip started off badly and I hope you will follow up with DVC and let us know how it turns out. I would have been upset by the lack of response as well.

Originally Posted by Viki
Palmetto bugs? You sat up all night because of Palmetto bugs? Really?

I'm guessing there are lots of people from other regions of the country or even internationally who have absolutely no experience with Palmetto bugs.

Living in the Midwest my whole life, I had never heard of, or seen, a Palmetto bug until I was an adult and my parents bought a condo in Sarasota. I thought it was the biggest cockroach I had ever seen and nearly flipped out.

The fact that they are harmless still doesn't mean I want to wake up with them crawling all over me or my grandkids, and would result in me fretting about it to the point of not sleeping. I'd want moved; end of story for me.

Originally Posted by JandD Mom
Every time I read about a problem with a unit on these boards, it seems the complaints are usually about BC. It seems that a common complaint here is that BC staff is not very helpful when confronted with a problem. You don't see this complaint as often at other DVC properties.

While I would agree that there does seem to be a lot of issues posted about BC on these boards, what concerns me more is the response by Disney and DVC in handling, or more accurately, NOT handling these issues.

Not limited only to BC as there have been negative things posted about each of the resorts, but I've lost track of how many times someone reports here that they couldn't even get a return phone call, much less a resolution to the problem.

Sammie's suggestion is a good one and one that I will remember, but Disney & DVC need to remember to do their part as well. Disney used to be the standard by which many companies modeled their customer service training programs.

I know that we live in a vacuum somewhat on these boards, but it does feel like Disney's overall attention to detail and cutting edge customer service has some issues that need to be addressed. I hope they are listening. :)

[keishashadow]

Thanks for all the support!

Um, these weren't the love bugs (they were swarming when we were there, got a lecture on them from bus driver - every thing important I learned about Disney has come from the bus drivers lol).

BTW, the room in question was #527 (great view of Epcot fireworks, just hard to enjoy with the bug issue).

Afraid to confirm there wasn't just one, moreso too many to count. Kept worrying that they were nested under the carpet where they tended to scamper when approached. Forget Bug's Life, I sent many to their happy place that night.

BTW, DSs told ex the story (who found it hysterically funny of course) since he is an exterminator. He indicates that you can call them palmetto bugs but, they're essentially a southern version of their nasty northern counterparts.

I'm not a real girly, girl; tent camp, fish, ect. but; the thought of a swarm of these critters crawling over me during the night was unsettling.

Must say I was more discouraged by the lack of customer service than the bugs. Still don't understand why if I were paying cash I'd immediately have been moved to another resort but, on points the only viable solution was another unit @ the resort (not available though)...made us feel like second-class citizens.

to quote my DH "welcome home my *ss".http://disboards.com/images/smilies/rolleyes.gif

[rwcmath]

So, as I read this, I get the feeling that you didn't get immediate attention that night because you didn't go to the front desk and act like you expect them to do something because you were not going to stay in a room that could have bugs walking across you during the night. Is that what a person should do? I couldn't sleep in the conditions described, and I want to know what to do if that happens to me.

The folder that I take is full of things like what to do if the thermostat needs over-riding. I hope I remember to do the things that I have planned in all of these scenerios.

rwc

[thirtycats]

OOPS!!!! meant to start new thread. Does anyone know how to delete a post????? help!!!!

[mikayla73]

Palmetto bugs? You sat up all night because of Palmetto bugs? Really? :confused3
I would have been in the lobby all night or until I got another room, exterminating wouldn't have even been enough. I would have been afraid to leave my stuff in the room, because if any of them came home with me **shudder**

keishashadow - Let us know how it turns out. I am glad you still had a great time dispite the bug issue. :goodvibes

[nisiemouse]

Thanks for posting. We are headed to a BCV studio in the am. I don't think I could have slept either (and I know my daughter would freak out).

[keishashadow]

Thanks for posting. We are headed to a BCV studio in the am. I don't think I could have slept either (and I know my daughter would freak out).

Have a great trip...I'm sure this situation was a fluke, assume all units are sprayed on a regular basis to avoid this from happening. Would think if it were common, we'd hear about it here.

Might want to ask for #527...at least you'll know it's been de-bugged recently!

BTW, spoke to my guide today re this situation. He seemed genuinely disturbed. Especially when I mentioned that this put the kabosh on a proposed BCV purchase.;)

[Sammie]

So, as I read this, I get the feeling that you didn't get immediate attention that night because you didn't go to the front desk and act like you expect them to do something because you were not going to stay in a room that could have bugs walking across you during the night. Is that what a person should do? I couldn't sleep in the conditions described, and I want to know what to do if that happens to me.

The folder that I take is full of things like what to do if the thermostat needs over-riding. I hope I remember to do the things that I have planned in all of these scenerios.

rwc

Definitely deal with the situation at the Front Desk. As I posted calls go to the Call Center. Not a good place for getting messages to the right people. No excuse, but one can't blame a manager for not calling you back if they don't get a message.

Dealing with someone face to face and actually letting them see the problem is always best. Sadly some people will make up issues hoping for compensation.

Therefore the best course is let the manager see the bugs. That way they can't say latter when they go to spray the room, they did not see any. Well of course not, as by then they were all taken care of.

[SoCalKDG]

By the way, did you get any photos of the bugs?

Since I take close to a 1000 pictures every Disney trip(don't you just love digital) I would have snapped 5-10 pictures of this. Then casually mentioned to the front desk that every Disney fan site I frequent will be seeing these photos. :)

[kimberh]

Sammie, thanks for the info on the call center, I sure thought when I called I was talking to the front desk. Sorry about the bug. They do fly. We have those pesty things here in South Carolina. I have chased a few as they come in the door. I sure am glad I went to the front desk last week about DGD Birthday At VWL. I had called it in when I made the reservation in March but I wanted to verify and sure enough, it wasn't on it. The front desk handled it for me and all was great!!! :tinker: :tinker: :tinker:

[keishashadow]

Definitely deal with the situation at the Front Desk. As I posted calls go to the Call Center. Not a good place for getting messages to the right people. No excuse, but one can't blame a manager for not calling you back if they don't get a message.

Dealing with someone face to face and actually letting them see the problem is always best. Sadly some people will make up issues hoping for compensation.

Therefore the best course is let the manager see the bugs. That way they can't say latter when they go to spray the room, they did not see any. Well of course not, as by then they were all taken care of.

So, I'm naive to expect the button on the room phone that sez front desk to actually connect me to the front desk.:confused3 The bell service one always does the trick??? Even so, YES, I would blame a manager for not calling me back if they don't get a message, since part of their "management" duties is to train their staff to relay such messages. I'd think that this particular situation would be a priority...at least it was for us.

Perhaps I'm a trusting soul but, in addition to calling the front desk I left many voice mails & had the manager paged several times (had to do something to pass the time)...IMO prudent to think it would rouse a response.

Won't be offended by the compensation comment (gee, what should I ask for - another glicee print?) The roaches were abundant & indeed "real" unless a new feature in the rooms is animatronic pests.

BTW, when bell services finally did round up a mgt. trainee the next am he declined to visit our room...indicating that it was housekeepings' responsibility to deal with that issue.

[Boardwalk Tigger]

Bugs in your hotel room are just unacceptable, period! Next time call DVC and speak to a manager. We are BVC members and once had too much maid service. At first I really didnt pay attention but by the second day I knew something was wrong. They were in cleaning and making beds etc. I tried the front desk and housekeeping several times and they still kept coming in and servicing the room. I was going to be charged for this even though I spoke to the front desk and housekeeping several times. Finally I called the DVC out of desperation and they took care of it immediately! I am not impressed with the front desk of the BC at all!

[OneMoreTry]

greenban - I'll look on the bright side that we had teeny ones...only about 1-1/2 inches...still gross, hope we didn't bring any "souveniers" home with us.

.....[/size]

These were not palmetto bugs -- too small. They were German cockroaches. Spraying a room once does not get rid of them very well -- they live in the walls and simply send out more troops. If you see them, then the building usually has a big problem.

Palmetto bugs don't live inside -- usually. They merely fly in once in a while, which is inevitable in Florida.

[keishashadow]

These were not palmetto bugs -- too small. They were German cockroaches. Spraying a room once does not get rid of them very well -- they live in the walls and simply send out more troops. If you see them, then the building usually has a big problem.

Palmetto bugs don't live inside -- usually. They merely fly in once in a while, which is inevitable in Florida.

Yikes!

They were all about the same size...about 1-1/2 inches long; looked pretty much like the ones I've seen in the yucky rental units up north...off to do a search as to find a pic.

[diznyfanatic]

As others have said, if I had to use the plural form of the word "bug" when I walked into a room anywhere, it would be unacceptable to me and I would expect to be moved. If I can see more than one, you can bet there are many more that I can't see.

There is absolutely no way I could enjoy a vacation worrying about what might be crawling all over me and my grandkids during the night, or what might end up travelling back home with me in a suitcase.

I don't care how big or small or what scientific name it goes by. Bugs are bugs which totally creep me out and should be dealt with because I'm a paying guest.

In addition, requiring me or my young grandchildren to occupy a recently fumigated room as a solution to a bug problem is not one I would accept either.

I'm not hard to please at all and there are only a couple of issues that I would be adamant about.

Bugs are definitely one of them. :)

[OneMoreTry]

Yikes!

They were all about the same size...about 1-1/2 inches long; looked pretty much like the ones I've seen in the yucky rental units up north...off to do a search as to find a pic.

Let us know what you find.

[keishashadow]

My uneducated guess is:

The smokey brown cockroach as opposed to the lighter colored German variety.
Could have been standard American type but, most of the pics I found show them to be smaller & have a lighter colored head. The ones in the room were a consistently colored dark brown. Think I need to see a line up to be sure:rolleyes: .


The Smokey Browns thrive in the southeast from Texas over to Central FL. Apparantely, they tend to migrate in from mulch, heavily planted areas & like to live in attics/crawl spaces. The units were facing some dense brush (we joked about what lurked within).

I can be found in my laughing place.

[MickeyBabe]

Please don't order any "Big Surprises" for my next visit "Home".

[OneMoreTry]

My uneducated guess is:

The smokey brown cockroach as opposed to the lighter colored German variety.
....I can be found in my laughing place.

I'm glad they're not German. They really give me the old-fashioned eebie-jeebies. They are the true indoor lurkers and disease-carriers.

The others are just -- to me -- run-of-the-mill disgusting.

In either case, definitely NOT Disney. Except the robot kind in AK under the big tree.

[dumbo71]

I can't believe there were no rooms available in all of BCV. Next time try a manager at member services, or your guide. Maybe they could have helped.


I can, it is called Food and Wine Fest. :thumbsup2

[FisherFamily]

Your post made my skin crawl. I don't know what I would have done in your situation but I can't believe there was no room available between BCV, Beach club, Yacht club or even transported over to a Villa on the Boardwalk. Maybe some CM's at BCV lost their magic.

[Sammie]

So, I'm naive to expect the button on the room phone that sez front desk to actually connect me to the front desk.:confused3 The bell service one always does the trick??? Even so, YES, I would blame a manager for not calling me back if they don't get a message, since part of their "management" duties is to train their staff to relay such messages. I'd think that this particular situation would be a priority...at least it was for us.

Perhaps I'm a trusting soul but, in addition to calling the front desk I left many voice mails & had the manager paged several times (had to do something to pass the time)...IMO prudent to think it would rouse a response.

Won't be offended by the compensation comment (gee, what should I ask for - another glicee print?) The roaches were abundant & indeed "real" unless a new feature in the rooms is animatronic pests.

BTW, when bell services finally did round up a mgt. trainee the next am he declined to visit our room...indicating that it was housekeepings' responsibility to deal with that issue.

You were not naive, just uninformed by no fault of your own. My point is to help others avoid the same situation. The bell service one and the houskeeping one do connect locally to the resort location, the Front Desk one does not. Just as if you call the number listed for the Beach Club Villas you get the Disney Call Center, which answers calls for all the Disney resorts and is not even located on WDW property.

Even so, YES, I would blame a manager for not calling me back if they don't get a message, since part of their "management" duties is to train their staff to relay such messages.

The staff that takes the messages at the Call Center do not work for the managers at the Beach Club Villas, so the manager there is not at fault for their training. Certainly you have a legitimate complaint if in fact the manager did get the message and did not call you back. But with the way the Call Center operates that is not always the case. You could complain about the Call Center managers and the training the staff receives from them and that is probably a good idea. It is a flawed system but I thought my letting others know of the situation they could go better prepared by knowing what to expect.

My post was to help others and I said as much. I said my comments were not directed toward you and stated so in my first comment.

I am not addressing what did or did not happen with the OP but for future travelers to any Disney resort.

I have had problems at Disney too. You can't go as often as we do without them. However I can say I have left 100% satisfied with the resolution. Was I lucky, no I have learned how the system works there and what is necessary to get resolution and believe me sitting in a room waiting on phone calls does not work. Learned that from experience.

I never said you expected compensation, in fact I am not sure you read my comments at all. My point was many do expect compensation after the fact and do not bring these matters to the managers attention at the time, until after they leave. Therefore unless the manager sees a real problem, which you had, they are recluntant to believe it. Sorry but that is they way it is, what others do affect how everyone is treated.

Hopefully you will never have problems again but if you do, at least now you will know how to possibly get them resolved, if not at least others that have read this will.

My purpose was to help others avoid the frustration you encountered, I have no idea why you became so defensive.

[Deb & Bill]

How much you want to bet that someone left the patio door open to watch the fireworks (probably before you checked into the room) and the roach flew in. This is FL, folks, lots of water bugs/palmetto bugs/roaches. Heck, they were around in the days of the dinosaurs and outlived them.

It's not that big of a deal. Just swat it with a newpaper or magazine or hit it with your shoe. Then vacuum it up. We wind up sucking them up in our vacuum when we see them in our house. We live in Louisiana.

You find them at OKW, SSR, BWV, VWL, GF, YC, BC, Pop, POR, POFQ, etc. They are all over the place. And it's not a cleanliness issue.

[mmmcq]

Love your sense of humor about the episode. Eeeeeck and more is what my three girls would have said and no one would have slept.

But it isn't just a BC or Disney problem. I've had a family of lizards in my hotel shower in the Carribbean, a room at a ski lodge filled with lady bugs dive bombing my kids who were completely under their covers and an army of aunts who suddenly appeared in the middle of another ski cabin one morning and decided to crawl up the legs of my then 5 yr old.

We certainly didn't need an alarm clock that morning....and no we weren't eating in the room - which is of course the first thing they asked me at the front desk. When they delivered a can of raid to the room.....I called them back and said "no" that I would not be doing the exterminating. Like BCV there was no other room to move to.

So we moved our luggage out, they exterminated and then opened the windows, changed the linens and we skiied and went out for dinner. As compensation, however, the next night - they let us have a condo with a satellite tv for the night to watch the Patriot's playoff game. I think it was because we had joked about the situation and taken it so well. What could we do? We were there with friends and we didn't want to leave them - just the ants.

I can't say that I'm always calm in any customer service situation. I do get my dander up - and the middle of the night bug thing might have done me in....but I always find that humor and smiling does the trick. It sounds like you didn't have anybody to share either with! But I do like your style. :thumbsup2

[OneMoreTry]

I think everyone here is on the same team.

The OP didn't have unrealistic expectations. It shouldn't take a guidebook and a trip to the DIS to learn how to communicate and resolve a problem like this. WDW and DVC should have a system set up for handling these complaints, and everyone from central operators to hotel employees should not only KNOW HOW to deal with the problem, they should take responsibility to make sure the guest reaches the correct person to help.

I've defended Disney on several issues here, but this isn't one of them.

WDW and DVC should not settle for the "I have no idea" syndrome that has infected so many businesses nowadays.

[mmmcq]

I didn't imply that the OP should have done more or anything differently.

I do think the front desk should have found the OP a manager who could listen and then explain what would happen and provide a number to call in case the OP wasn't happy with the result. That would have been good customer service. To just ignore the OP was so NOT the right way to provide service.

[laura001]

Oh my gosh!!! I would have freaked, there is NO possible way I would have stayed in that room, no way, no how. I would have camped out in the lobby if I had to.

The issue about not being able to speak with a manager, or at least hear some sort of apology somehow doesn't surprise me. I was listening to a podcast the other day and there was a comment on there that in the past 10 years Disney's customer service has been making a steady decline. That is too bad, so I say write your letter, even if they don't answer at least you were a responsible customer and reported what happened. If they choose not to listen, well, eventually it will "bite" them in the behind. What goes around comes around.

[RayJay]

How much you want to bet that someone left the patio door open to watch the fireworks (probably before you checked into the room) and the roach flew in. This is FL, folks, lots of water bugs/palmetto bugs/roaches. Heck, they were around in the days of the dinosaurs and outlived them.

It's not that big of a deal. Just swat it with a newpaper or magazine or hit it with your shoe. Then vacuum it up. We wind up sucking them up in our vacuum when we see them in our house. We live in Louisiana.

You find them at OKW, SSR, BWV, VWL, GF, YC, BC, Pop, POR, POFQ, etc. They are all over the place. And it's not a cleanliness issue.

You know we left our patio door open one time at AKL, BIG MISTAKE, that's
the last time, we had bugs for the whole week, took me all week to kill em.

Still in Keishadows incident, I would have pitch tent in the lobby, that'll get thier attention.

RayJay

[lisareniff]

The OP didn't have unrealistic expectations. It shouldn't take a guidebook and a trip to the DIS to learn how to communicate and resolve a problem like this. WDW and DVC should have a system set up for handling these complaints, and everyone from central operators to hotel employees should not only KNOW HOW to deal with the problem, they should take responsibility to make sure the guest reaches the correct person to help.

I've defended Disney on several issues here, but this isn't one of them.

WDW and DVC should not settle for the "I have no idea" syndrome that has infected so many businesses nowadays.


:yay: :thumbsup2

[Sammie]

I think everyone here is on the same team.

The OP didn't have unrealistic expectations. It shouldn't take a guidebook and a trip to the DIS to learn how to communicate and resolve a problem like this. WDW and DVC should have a system set up for handling these complaints, and everyone from central operators to hotel employees should not only KNOW HOW to deal with the problem, they should take responsibility to make sure the guest reaches the correct person to help.

I've defended Disney on several issues here, but this isn't one of them.

WDW and DVC should not settle for the "I have no idea" syndrome that has infected so many businesses nowadays.

Totally agree and don't believe anyone said the OP had unrealistic expectations. This is exactly the way it "should" be. Problem is it isn't.

Therefore one can learn to adapt or stay frustrated. It has not changed at Disney in years and I don't see it getting better.

[Reginak]

Hey, odds are that they hitchhiked in one of the previous guests' luggage, and you were the first poor unfortunate to spot them. We got the german variety in our brand spanking new, clean, clean, clean house when our newly adopted kids clothing was delivered. I should have burn't the boxes and never let them on our property.
If they were recent hitchhikers, then this is not a cleanliness issue of the BC just an unfortunate pitfall of the hotel business. Sometimes people bring bugs from home.
Regina

[doubletrouble_vb]

If these were Palmettos and just a couple I'd say que sera sera that's the price of vacationing in the warmer parts of the southeast. We live in a semi woodsy part of the Atlanta area and Palmettos come in when it rains a lot or it is very dry. We've gotten pretty good at killing them with something other than insect spray. Why? Because what kills them will hurt you too.

Given these were some other type of roach and enough of them to worry about I'dve had to have moved. I wouldn't want any hitchhiking home in my luggage. Even if that meant they'd have to give me my points back & I pay cash for some other room. Because I wouldn't want to sleep with any domesticated roaches (the kind that like to live indoors) and I wouldn't want to be in a room that has been sprayed recently with pesticide.

[colleen costello]

How disgusting. I have never seen so much as an ant at BCV and it sickens me to think of this! What a nightmare.

Cockroaches of all types can make people ill. They are extremely allergenic. In fact, allergists now offer cockroach shots (nasty to think of what they are injecting you with) because being around them can make some folks ill. This was a health issue as much as a "comfort" issue and anything less than immediate relocation was unacceptable.

My sweet cousin is a newlywed and she and her hubby had the same problem last summer at POP. Roaches were everywhere in their room... YUK. She said she picked up her can of Coke to take a sip and there was a roach in it! The exterminator was not too concerned and told them it is hard to kill the bugs because of the laws governing the pesticides they use. Maybe the roaches are making a comeback like the bedbugs are? Ugh.

[Sammie]

Definitely Disney has had to adjust their pesticides and these critters are as much a part of Florida as the the sunshine and hard to get rid of.

Just as you can't get rid of the cold up north, everyone learns to live with bugs as a part of life. Don't like it but it's reality.

I know it seems we all make light of the situation when someone mentions bugs, but truly the only way to avoid bugs in Florida is to avoid Florida. Which is probably the reason Disney staff don't react very seriously to them, they live with them too.

[MiaSRN62]

Sammie says : I know it seems we all make light of the situation when someone mentions bugs, but truly the only way to avoid bugs in Florida is to avoid Florida. Which is probably the reason Disney staff don't react very seriously to them, they live with them too.
Respectfully, not sure I agree....I have stayed in FL MANY times over the past 2 decades---in all kinds of hotels/motels/timeshares (onsite and offsite). I totally accept that there are lots of bugs outdoors and an occassion 1-2 sneaks in, but I have never had "bugs " crawling over my "walls " in any place I've ever stayed ? I have had a lone 1 or 2 bugs over the years....but that's it. I have an offsite timeshare, as well as staying in many different disney resorts over the years----never experienced anything close to what the OP did. I think this particular villa or villas in that general area have a true problem that needs to be addressed. The lack of management returning her calls is another biggie. Or are we to accept the "let's just ignore the guest" mentality because it's simply a fact of life in FL ?

To walk into a room and see multiple bugs crawling over the walls is unacceptable----being in the south or not. I wouldn't expect to stay at a resort up north and have no working heat in the room---and say, "well it's cold up north. Deal with it or don't come". I would expect my room to provide heat (for lack of a better analogy).
This is just my honest feelings on the matter. I don't believe the OP went through the trouble to call management (many times) and post here on the boards for a lone bug or two in her room. I get the sense this was an out-of-the-ordinary bug situation. If disney doesn't react seriously to this complaint, then they need to rethink this. I think being in FL they need to make a more diligent effort to control what is in the rooms ? It's just too easy to say, "you're in Florida...deal with it" imho. I don't think the OP has trouble with bugs in general, but rather has trouble with multiple bugs living inside her villa with her. There's a difference.

[TheRustyScupper]

. . . My complaint is not the roaches, per se, moreso the lackadasial response to our very pressing concern . . .


1) You got the classic "the manager is not available" answer.
2) Of course, this was hooey.
3) Twenty-four hours a day you can request the "Duty" manager.
4) Even at 4:00am "Duty" is available with about a max 20-minute notice.
5) All you have to do is ask - or insist.

[colleen costello]

One or two Palmetto Bugs sneaking in may be "reality" in Florida. We get them here in southern Indiana and if we accidentally leave the door to the deck open in July, you bet that evening there will be a giant winged roach flopping around in the living room and the two cats trying to eat him... YUK.

A roach infestation is another matter! These guys did not just mosey in from the wood mulch outside, and for every one the OP saw there were probably 5 more lurking. Plus these critters lay eggs at an alarming rate. For a manager to be "unavailable" for this issue is inexcusable... I hope OP will send a letter with details to Carly our Satisfaction Manager as well as some DVC higher-ups. This episode would have been unacceptable at a roadside Motel 6, let alone a Disney Deluxe Resort! I feel roaches are a HEALTH issue.

Perhaps DVC resorts are more prone to these issues because of all the kitchens in the buildings?

[keishashadow]

How disgusting. I have never seen so much as an ant at BCV and it sickens me to think of this! What a nightmare.

Cockroaches of all types can make people ill. They are extremely allergenic. In fact, allergists now offer cockroach shots (nasty to think of what they are injecting you with) because being around them can make some folks ill. This was a health issue as much as a "comfort" issue and anything less than immediate relocation was unacceptable.

My sweet cousin is a newlywed and she and her hubby had the same problem last summer at POP. Roaches were everywhere in their room... YUK. She said she picked up her can of Coke to take a sip and there was a roach in it! The exterminator was not too concerned and told them it is hard to kill the bugs because of the laws governing the pesticides they use. Maybe the roaches are making a comeback like the bedbugs are? Ugh.

Awful to even think of...your poor cousin!

After reading this post, I got to thinking...didn't make an initial connection (not sure I do @ this point either) but, youngest DS needed a trip to pediatrician on Friday for a persistent cough he developed during stay.

He was put on inhaler (which he didn't need for few years - exercise induced asthma) & steriod spray as well as Singular; needs to see an allergist too.

Not sure what caused flare-up (normal circumstances, spraying, bug allergy - whatever - just hope it disappears soon); guess it's just a crappy footnote.:confused3

[Sammie]

Awful to even think of...your poor cousin!

After reading this post, I got to thinking...didn't make an initial connection (not sure I do @ this point either) but, youngest DS needed a trip to pediatrician on Friday for a persistent cough he developed during stay.

He was put on inhaler (which he didn't need for few years - exercise induced asthma) & steriod spray as well as Singular; needs to see an allergist too.

Not sure what caused flare-up (normal circumstances, spraying, bug allergy - whatever - just hope it disappears soon); guess it's just a crappy footnote.:confused3


Hope he feels better soon. The spraying can definitely upset asthma, I have activity induced too and have to be really careful around inhalants. Airplane air is the pits too, if you flew down.

[Sammie]

Respectfully, not sure I agree....I have stayed in FL MANY times over the past 2 decades---in all kinds of hotels/motels/timeshares (onsite and offsite). I totally accept that there are lots of bugs outdoors and an occassion 1-2 sneaks in, but I have never had "bugs " crawling over my "walls " in any place I've ever stayed ? I have had a lone 1 or 2 bugs over the years....but that's it. I have an offsite timeshare, as well as staying in many different disney resorts over the years----never experienced anything close to what the OP did. I think this particular villa or villas in that general area have a true problem that needs to be addressed. The lack of management returning her calls is another biggie. Or are we to accept the "let's just ignore the guest" mentality because it's simply a fact of life in FL ?

To walk into a room and see multiple bugs crawling over the walls is unacceptable----being in the south or not. I wouldn't expect to stay at a resort up north and have no working heat in the room---and say, "well it's cold up north. Deal with it or don't come". I would expect my room to provide heat (for lack of a better analogy).
This is just my honest feelings on the matter. I don't believe the OP went through the trouble to call management (many times) and post here on the boards for a lone bug or two in her room. I get the sense this was an out-of-the-ordinary bug situation. If disney doesn't react seriously to this complaint, then they need to rethink this. I think being in FL they need to make a more diligent effort to control what is in the rooms ? It's just too easy to say, "you're in Florida...deal with it" imho. I don't think the OP has trouble with bugs in general, but rather has trouble with multiple bugs living inside her villa with her. There's a difference.

You know I am not sure at times we are all reading the same comments, does your version read different from what I read when I posted or is it just interpretation. Because your comments have nothing to do with my point.

I have agreed that the OP has a legitimate complaint about the lack of response, whether it was 2 bugs, 3 bugs or more. And what is an infestation to some is a couple of bugs to others. I don't think the OP stated how many bugs.

I am not saying this of the OP, because I don't think she over reacted but many guests do. They see a couple of bugs and the room is literally being over run. My point was a few bugs while not desirable is not a big deal to those of us who live with them. Yes Disney should respond but at times I think some, not the OP, expect them to be alarmed by this. They are not. That was my point. As someone else pointed out a previous guest or maid probably left the patio door open and some came in. Unless everyone had many, many bugs in the unit, we in the South do not consider that infestation.

I was trying to educate others as to how it is, but obviously facts are not what we are looking for.

[keishashadow]

Hope he feels better soon. The spraying can definitely upset asthma, I have activity induced too and have to be really careful around inhalants. Airplane air is the pits too, if you flew down.
thanks, never thought about the airplane trip... he seems to be feeling alot better from just taking the Rx for a day.:banana:

[MiaSRN62]

Sammie says : You know I am not sure at times we are all reading the same comments, does your version read different from what I read when I posted or is it just interpretation. Because your comments have nothing to do with my point.
Sorry Sammie.....
I was responding to your statement :
Sammie says :
everyone learns to live with bugs as a part of life. Don't like it but it's reality.
I know it seems we all make light of the situation when someone mentions bugs, but truly the only way to avoid bugs in Florida is to avoid Florida. Which is probably the reason Disney staff don't react very seriously to them, they live with them too.
I felt I responded appropriately to the topic being discussed. Sorry if you didn't understand what I was saying.

[3DisneyNUTS]

How much you want to bet that someone left the patio door open to watch the fireworks (probably before you checked into the room) and the roach flew in. This is FL, folks, lots of water bugs/palmetto bugs/roaches. Heck, they were around in the days of the dinosaurs and outlived them.

It's not that big of a deal. Just swat it with a newpaper or magazine or hit it with your shoe. Then vacuum it up. We wind up sucking them up in our vacuum when we see them in our house. We live in Louisiana.

You find them at OKW, SSR, BWV, VWL, GF, YC, BC, Pop, POR, POFQ, etc. They are all over the place. And it's not a cleanliness issue.

I hate to skeeve anyone out but crushing them can spread the female eggs to your shoe and then wherever your shoe travels can deposit the eggs. I have been told not to step on a roach if you see one.....ever.

[greenban]

I hate to skeeve anyone out but crushing them can spread the female eggs to your shoe and then wherever your shoe travels can deposit the eggs. I have been told not to step on a roach if you see one.....ever.

The above advice is correct.

The only way to kill a female cockroach is to eat them, :thumbsup2

alive and whole. :sunny:

That will *NOT* scatter her eggs at all!

-Tony

[OneMoreTry]

The above advice is correct.

The only way to kill a female cockroach is to eat them, :thumbsup2

alive and whole. :sunny:

That will *NOT* scatter her eggs at all!

-Tony


I've had lots of experience battling them in Fla apts over the years. AND we lived in a duplex once with Indian neighbors who were not real clean by Western standards AND they were Hindus so they didn't believe in killing roaches. They were great people and made great curry -- but they had roaches all over the kitchen (and a Hindu shrine in the bedroom). And it didn't bother them one bit.

Garbage disposals work well.

You can tell if a cockroach has eggs. The sack sticks out the hind end before they drop it.

You can also tell if a place really has a problem. The droppings are easy to spot. They look like poppy seeds and you can see em in drawers and cabinets.

Boric acid is the most effective treatment I ever found. One treatment lasts months and even works if your apt neighbors are slobs or Hindu.

(No offense if anyone out there is Hindu. They probably thought we were anal clean freaks.)

[keishashadow]

I've had lots of experience battling them in Fla apts over the years. AND we lived in a duplex once with Indian neighbors who were not real clean by Western standards AND they were Hindus so they didn't believe in killing roaches. They were great people and made great curry -- but they had roaches all over the kitchen (and a Hindu shrine in the bedroom). And it didn't bother them one bit.

Garbage disposals work well.

You can tell if a cockroach has eggs. The sack sticks out the hind end before they drop it.

You can also tell if a place really has a problem. The droppings are easy to spot. They look like poppy seeds and you can see em in drawers and cabinets.

Boric acid is the most effective treatment I ever found. One treatment lasts months and even works if your apt neighbors are slobs or Hindu.

(No offense if anyone out there is Hindu. They probably thought we were anal clean freaks.)
Knew that boric acid was poisonous to cats, did a search & look what I found...
www.earthfriendlygoods.com/pages/BoricAcidinMattresses.php (http://www.earthfriendlygoods.com/pages/BoricAcidinMattresses.php)

site is tempermental, if it doesn't load by clicking on link, search for it.

So is it a good thing or a bad thing? guess it depends how much you value a bug-free bed over a health risks, not sure I appreciate the legislation getting invoved in yet another factor of our lives.

[OneMoreTry]

Knew that boric acid was poisonous to cats, did a search & look what I found...
www.earthfriendlygoods.com/pages/BoricAcidinMattresses.php (http://www.earthfriendlygoods.com/pages/BoricAcidinMattresses.php)

site is tempermental, if it doesn't load by clicking on link, search for it.

So is it a good thing or a bad thing? guess it depends how much you value a bug-free bed over a health risks, not sure I appreciate the legislation getting invoved in yet another factor of our lives.

[This post is not meant to excuse WDW in any way. Just a note on my experience with boric acid. I don't think DVC should use the stuff.]

Do you think it's more dangerous than the other stuff they spray for bugs? I doubt it.

When I used it, I treated my apartment once, and it lasted a year. Sprinkled a little in out-of-the-way corners. Never got near it. Never had a pet or kids in those days -- and wouldn't have used it if I did.

I tend to shy away from any pesticide, even in those days. But the situation was extreme: Schucht Village on UofF campus. Saw 50-100 roaches daily. Always had a swatter when I turned on the lights or the toaster (would get 4 or 5 each time -- you oughtta see em run when it gets hot). Woke up a couple times with them ON ME. Nothing else was working. Put down boric acid and saw only about 5 the rest of the year. Unbelievable change.

Personally, I would rather have a couple bugs than any type of pesticide. But hundreds of roaches -- I don't think so.

[keishashadow]

Admit that I used it too many years ago, sprinkled outside of doorways, read that it kept ants @ bay.

It's a trade-off, for sure, just would like the safest; not necessarily the "easiest/cheapest" for the hotel to use in pest control. Necessary evil to spray in FL due to nature of the beast, far better than the alternative of an infestation.
Just shocked that they're planning to coat mattresses with this substance to make them fireproof and hope that the public is widely advised of same. Bad enough that we're exposed to spraying, would like to think it disipates before we enter the room. However, IMO, coating mattresses with a pesticide (that your body can easily come in contact) is a bad call.

To quote the site: "There are no safe pesticides, only safe use. Respected doctors agree: Boric Acid in the surface of mattresses is not safe use". Pretty clear IMO.

[OneMoreTry]

.... However, IMO, coating mattresses with a pesticide (that your body can easily come in contact) is a bad call.

.....


No argument there. Agree 100%. The mattresses should be labeled and buyers should have the option to buy an uncoated mattress.

I'm 100% convinced my mom's cancer was caused by a pesticide: chlordane. She used to spread it around the house to keep bugs out. It's off the market now.

[keishashadow]

No argument there. Agree 100%. The mattresses should be labeled and buyers should have the option to buy an uncoated mattress.

I'm 100% convinced my mom's cancer was caused by a pesticide: chlordane. She used to spread it around the house to keep bugs out. It's off the market now.

sorry to hear that, best wishes.

[nisiemouse]

Thank you Sammie. :) We just got back from our trip and was originally placed in a 5th floor studio at BCV. We did not have any bug problems but had a water issue. The area under the sink was soaking wet. Housekeeping came and said I should call the front desk immediately and ask the manager to be moved before they ran out of rooms (last week was the golf tournament). We could not see any leaking from the pipes and engineering was called. I remembered Sammie's post about a call to the front desk going to the call center so I went down in person. Thank you Sammie for your post. It took about three trips down to the front desk but everything was resolved to my satisfaction and much quicker than if I would have called. We had to be moved to the Beach Club since there were no more rooms at the Villas but our room was very convenient on the first floor near the marketplace. I tried to call the front desk after I got settled in for them to pick up a gift bag that was meant for another guest but after being put on hold for a long time I just walked it up myself. Does anyone know the best way to send a thank you to the manager at the Beach Club?

[OneMoreTry]

Thank you Sammie. :) We just got back from our trip and was originally placed in a 5th floor studio at BCV. We did not have any bug problems but had a water issue. The area under the sink was soaking wet. .....

We had a similar issue at BCV several years ago -- when it had first opened. On first arrival to our 2BR, there was water on the kitchen floor extending to the carpet, which was soaked. It had obviously come from the dishwasher. I used the housekeeping or engineering button on the phone -- I forget which. Someone was there in TEN, I kid you not TEN, minutes and the whole thing was fixed and vacuumed and scrubbed within a couple hours, which we spent at SAB.

[Inkmahm]

These were not palmetto bugs -- too small. They were German cockroaches. Spraying a room once does not get rid of them very well -- they live in the walls and simply send out more troops. If you see them, then the building usually has a big problem.

I'm going to have nightmares tonight about roaches in the walls, I just know it. You're right of course, it isn't just the one room but the whole building that probably has roaches. Bleech!

I HATE bugs of all kinds and have an exterminator treat our house regularly, even though we live in the cold midwest. What the exterminator misses, my husband is reponsible for killing in our home. A hotel room with bugs? No way, not in my lifetime.

[Inkmahm]

How much you want to bet that someone left the patio door open to watch the fireworks (probably before you checked into the room) and the roach flew in. This is FL, folks, lots of water bugs/palmetto bugs/roaches. Heck, they were around in the days of the dinosaurs and outlived them.

It's not that big of a deal. Just swat it with a newpaper or magazine or hit it with your shoe. Then vacuum it up. We wind up sucking them up in our vacuum when we see them in our house. We live in Louisiana.

You find them at OKW, SSR, BWV, VWL, GF, YC, BC, Pop, POR, POFQ, etc. They are all over the place. And it's not a cleanliness issue.

You may live in Louisiana and not care about bugs. I live in the north where we DON'T have such critters around and would never consider living in a southern state that didn't have a winter freeze to kill off bugs.

Bugs are NOT acceptable, even if southerners seem to think living with them is okay. Bleech.

[keishashadow]

You may live in Louisiana and not care about bugs. I live in the north where we DON'T have such critters around and would never consider living in a southern state that didn't have a winter freeze to kill off bugs.

Bugs are NOT acceptable, even if southerners seem to think living with them is okay. Bleech.

umm, cockroaches have been around since life has crawled out of the ocean, a frost does absolutely nothing to those babies...

I do agree 100%, bugs are NOT acceptable & poor customer service isn't either;) .

Got a survey from the Beach Club today, can't wait to fill it out.

[OneMoreTry]

I'm going to have nightmares tonight about roaches in the walls, I just know it. You're right of course, it isn't just the one room but the whole building that probably has roaches. Bleech!

....

I think the OP determined based on internet pictures they weren't actually German cockroaches. So maybe they had flown in. Think happy thoughts. :wizard:

[BeccaG]

I hate to skeeve anyone out but crushing them can spread the female eggs to your shoe and then wherever your shoe travels can deposit the eggs. I have been told not to step on a roach if you see one.....ever.

UGGHGH! Now I am really grossed out, and scared of having a similar experience becauseI would freak out!

[drakethib]

Definitely deal with the situation at the Front Desk. As I posted calls go to the Call Center. Not a good place for getting messages to the right people. No excuse, but one can't blame a manager for not calling you back if they don't get a message.

Dealing with someone face to face and actually letting them see the problem is always best. Sadly some people will make up issues hoping for compensation.

Therefore the best course is let the manager see the bugs. That way they can't say latter when they go to spray the room, they did not see any. Well of course not, as by then they were all taken care of.

Agree with Sammie here.

A while back we had a problem at POR. We called and called and they said the problem was resolved. I went down to the front desk and asked the night manager to come back to my room to check himself. He was quite upset that he was told the problem was corrected when it had not been.

He apologized and took care of us.

You should not have been blown off as you did. Things happen sometimes I agree, but at Disney prices they should be taken care of immediately.

[keishashadow]

Pleased to report that I received a phone call this afternoon from the Executive Offices @ WDW as to my letter of complaint that detailed our recent experience @ the BCV.

They were in absolute agreement that management dropped the ball on this one & they are in the process of tracing it...back down the chain to the point of origin.

Interestingly, they did have notes in the hotel records of my numerous calls to different depts & my requests (as to calling me on my cell phone with info during the period in question...it was the number on which I received the return call).

They were very apologetic & assured me that this isn't their new level of service but, a horrible fluke that will be investigated & remedied.

They were quite surprised that my anger wasn't directed to the roaches, per se...just management's & housekeeping's response.

Hope this will prevent another DVCer from getting such a brush-off if such a bump in the road arises.

[lisareniff]

They were quite surprised that my anger wasn't directed to the roaches, per se...just management's & housekeeping's response.

I am surprised and disappointed that they were surprised! :sad2:

[dianeschlicht]

Thanks for coming back and reporting the resolution. :thumbsup2

[Sammie]

Thank you Sammie. :) We just got back from our trip and was originally placed in a 5th floor studio at BCV. We did not have any bug problems but had a water issue. The area under the sink was soaking wet. Housekeeping came and said I should call the front desk immediately and ask the manager to be moved before they ran out of rooms (last week was the golf tournament). We could not see any leaking from the pipes and engineering was called. I remembered Sammie's post about a call to the front desk going to the call center so I went down in person. Thank you Sammie for your post. It took about three trips down to the front desk but everything was resolved to my satisfaction and much quicker than if I would have called. We had to be moved to the Beach Club since there were no more rooms at the Villas but our room was very convenient on the first floor near the marketplace. I tried to call the front desk after I got settled in for them to pick up a gift bag that was meant for another guest but after being put on hold for a long time I just walked it up myself. Does anyone know the best way to send a thank you to the manager at the Beach Club?

Just write your Thanks to:
Walt Disney World Guest Communications
PO Box 10040
Lake Buena Vista, FL 32830

Just put in your note, who you would like to thank, etc and they will forward it to the appropriate staff.

[Sammie]

I am surprised and disappointed that they were surprised! :sad2:

I would take that to mean they thought she would be upset about the fact that there were roaches "and" the lack of contacting her over it.

[snowbunny]

They were quite surprised that my anger wasn't directed to the roaches
:lmao:


Just got back from my weeklong trip and surprised to see this thread is still going. No bugs at BWV this week :thumbsup2

[diznyfanatic]

I'm very happy to hear that you received a personal response from someone at Disney and that the issue is being addressed.

Thank for you taking the time to send a letter of complaint. As another DVC family, we appreciate it. :)

Perhaps the fact that you also shared the situation here and this thread is 7 pages long publicly outlining not only the bug problem but the BCV lack of response also helped in some way to get the issue into the proper hands to remedy.

So thanks for braving the potential firestorm to get it resolved. Let's hope that your efforts have at least remedied the careless handling of the issue. :)

I'm also happy to report that we saw no bugs at OKW last week in either one of our room assignments.

I also want to thank Sammie for the advice as well. I reported a broken TV door in person to the HH front desk and it was fixed in very short order. :)

[Tinkmom]

You may live in Louisiana and not care about bugs. I live in the north where we DON'T have such critters around and would never consider living in a southern state that didn't have a winter freeze to kill off bugs.

Bugs are NOT acceptable, even if southerners seem to think living with them is okay. Bleech.

Um, I don't think that anyone on this thread, particularly anyone who said or implied that people who live in the south are okay with bugs crawling all over our homes, is qualified to make a statement on behalf of all southerners. Along the same lines, please don't attribute others' comments, or your characterization of them, to everyone in the south. I will offer the same courtesy to those in the north who may not feel the same as you do even though you seem to take the royal "we" in speaking on their behalf.

BTW, I didn't realize that in the north all bugs die every winter. :rolleyes:

Next window, please. . .

[dvc-NE]

umm, cockroaches have been around since life has crawled out of the ocean, a frost does absolutely nothing to those babies...



Sad, but true. :rotfl:

[mmmcq]

They were quite surprised that my anger wasn't directed to the roaches, per se...just management's & housekeeping's response.

As I said much earlier, your perspective on the whole affair was unique and most of us wouldn't have had the same restraint.

Score one for a DVC member vs the DVC Corporation.

Well done. :thumbsup2

[OneMoreTry]

Pleased to report that I received a phone call this afternoon from the Executive Offices @ WDW as to my letter of complaint that detailed our recent experience @ the BCV.

.....

Does this mean the call did not come from DVC management? I'm a little confused :confused3 , as I would think this problem would not fall under the jurisdiction of "the Executive Offices @ WDW." I'm not questioning your post. I want to understand how the incident came to their attention.

[MiaSRN62]

They were quite surprised that my anger wasn't directed to the roaches, per se...just management's & housekeeping's response.
Thanks for reporting back Keishashadow. I bet they were suprised your anger was not aimed toward the roaches necessarily----this would be the natural reaction toward finding multiple bugs in your room. Hoping your complaint and their follow-up leads toward better customer service.

[keishashadow]

Does this mean the call did not come from DVC management? I'm a little confused :confused3 , as I would think this problem would not fall under the jurisdiction of "the Executive Offices @ WDW." I'm not questioning your post. I want to understand how the incident came to their attention.

I sent the letter to the Executive Offices @ the address listed above & copied Member Services, Jim Lewis & my guide @ Celebration address.

Individual I spoke to said their office had also received a copy from MS requesting attention to the matter.

To elaborate on the comment that there were several notes "on file" as to my calls, complaints,etc. during my stay; they were able to verify my attempts to resolve the issue. They were even able to ascertain the 2 different cell phone numbers I left in my messages @ which we could be reached the next day. I was told that all WDW mgmt carries a blackberry & that "incidents" are inputed. Assume it's more of micro-management @ WDW and "CYA" but, served as record to support this breakdown in service.

It was explained to me that the chain of command beginning with:

Front desk;

Bell services (who is the bright spot in the whole scenario, who rustled up a mgt trainee to get the ball rolling)

Trainee (he sure earned his ears on this onehttp://disboards.com/images/smilies/wink.gif )

Housekeeping Shift Leader

Housekeeping Manager

Manager on Duty (they stand behind the fact that one is on duty 24 hours)

Resort Manager; and so on would have their actions reviewed to determine where the breakdown in communication occured.

My money's on the night manager, probably sleeping in the back with instuctions not to wake him:rolleyes2

[colleen costello]

Keishashadow, thanks for keeping us all posted. You know I have been sick over this and it makes me feel better to hear they are at least AWARE of it... The only thing worse than imagining a room filled with roaches is imagining them saying "Too bad; you're stuck." You might recall that I have a family member who was essentially in the same situation at POP and who was told pretty much the same thing... "Stay in the roach room because we are full" and "We are limited in what we can spray so deal with it." As you are the second reliable witness to such a scenario, I have been really upset over this whole matter.

I have stays at Wilderness Lodge and Old Key West planned for the coming year. Hopefully by 2008 -- when we'll want to return to Beach Club... they will have figured out how to evict these unwelcome guests and planned a strategy should any return :)

[wilderness01]

We too had an incident at the Beach Club about 5 years ago. I know, I know, everyone will think I am jumping on the bandwagon, which really I am not. Anyhow, we were totally blown off, the profuse mold all over the bathroom was never cleaned and we were told they were sold out so basically we couldn't move. We also had roaches in our room and a huge roach had gotten in our bag of bagged breakfast bars, chips, etc. that we had left on the floor. None of the bags had been opened but we still threw out all the food because of the new "friend" we found in our bag. Also our car that we had left in the lot for the last few days was invaded with very large ants. No we didn't have any food in our car, so I don't know why our car was picked out for the ants, but there were hundreds of them all over the van. The only thing I saw resembling food was an old Big Gulp container right next to our van so maybe that was what attracted them to our vehicle. No the big Gulp was not ours either, it was just bad luck that someone decided to throw in on the ground instead of disposing of it in the proper place. Anyhow, our son got sick so we did have to add on a day after our BC stay to which we stayed at OKW because we needed laundry facilites in the room to clean up the vomit......Anyhow at OKW we saw there was poop on the bathroom door that had not been cleaned up. Yes I typed poop and no it wasn't chocolate, I know the difference. I was furious. I cleaned it up and called the manager at the frontdesk. I reported the incident along with the BC incident and wanted it documented for followup. When I went home I also wrote a nice long letter to DVC and the Executive Office. I did have a followup from the Executive Office saying they were stunned that there were any cleanliness issues as they have never had any reports before of such problems. I knew right there he was lying through his teeth. He did offer me a free night at the YC as an apology. I really wanted this to be brought to the housekeeping's attention and didn't look for any reimbursement, I just didn't want this to happen to anyone again. We were new DVC members and I was horrified at what I had just bought into. Fast forward to this summer when we were back down in WDW. We stayed at WL and paid for the weeks stay as I didn't want to use points. The room was clean, etc. Anyhow, we had bought a Fantasmic dinner package to see the show that night, but when we got to the back entrance at 8:25 pm to enter they said the theater was full and we couldn't get in. I had to go to Guest Services and while waiting for them to correct the situation and give me a new blue pass to enter Fantasmic another night they had a screen popped up with all my information on it, inclusive of my complaint from years back about the unclean resorts. I was mortified. :blush: Not that I wouldn't have been, but thank god prior to seeing this I was very easygoing and not at all angry that the CM wouldn't let us in the show that night. I told them it was no big deal that we come back in the next few nights to see Fantasmic, even though that was not our original plan. Other people in the Guest Service area were raising holy hell because they were so mad they couldn't get in. Anyhow, I was very surprised that this information had popped up for any CM to see, not that it was any big secret or not. Maybe it is there because some people are scammers and before a CM offers a solution they need to know if the person complaining is a constant complainer, a scammer or just a person with an unfortunate situation that has happened to them. I guess it was just another case of "big brother" keeping track of what's going on in his world but I was surprised to have this personal information along with all my other demographic information pop up on a screen for anyone to see.

Sorry this happened to you.

[t-beri]

Somebody help here. I am lurking on these boards trying to make my decision about DVC. While I live in FL. and am way savvy on the bug issue and fault NOONE for having them I do think that (being a customer service manager) the service you recieved was deplorable. I understand that particular resort being booked but are you telling me that out of all the resorts at WDW they couldn't put you up for the night in comparable accomodations until the problem was corrected. Forget the water thing, it's a mute point I agree that e-mailing about that is not going to get you anywhere. I would imagine the response would be that taking deliveries for guests is something that they do on a customer service level but that they are not obligated to do so and are not responsible for misplaced or unrecieved items- just a hunch, not that I agree with it. What I really want to know is, say like me you lived in Fl. and your service was not at all acceptable. Could you have said fine, we'll go home and not lost those DVC points? b/c that's what I would have done if I had been treated so poorly. But I would rather continue to pay for my trips to WDW than be held hostage in a room that was unacceptable b/c I'd lose dvc points. Does that make sense at all?
...t.

[keishashadow]

t-beri, do the research then decide as to DVC. We bought 2 resorts unseen and were happy campers (until this trip). As for us, we're still glad we bought plan on adding on soon, pref. @ CRV; may "settle" for AKV;) but, only AFTER we check out the service.

However, as I mentioned earlier, this trip was booked to decide if we'd add on @ BC. The answer - of course not. I'll never be able to stay there again and NOT think of the creepy critters. Was I reasonable or an alarmist, I'm not sure but, I couldn't wait to get out of that studio, even after they sprayed it...big downer.

Good luck!

[shovan]

I would just like to say we recently returned from a WONDERFUL stay at BCV in a studio. We were treated great, any issues were addressed immediately. ( I wasn't satisfied with the cleanliness of the shower, housekeeping came immediately. )

My DH is in a WC & we found out that the pool was not accessible. He called the front desk. The next day we had a handwritten letter from a Guest Services manager. He stated he was going to check into this. He has since emailed us & given us his ph. #. He is contacting his supervisors to address the issue.

There were no roaches at all nor any other problems at BC. We were very happy & are thrilled with our recent DVC purchase.

[diznyfanatic]

<snip>... I understand that particular resort being booked but are you telling me that out of all the resorts at WDW they couldn't put you up for the night in comparable accomodations until the problem was corrected..<snip>What I really want to know is, say like me you lived in Fl. and your service was not at all acceptable. Could you have said fine, we'll go home and not lost those DVC points? b/c that's what I would have done if I had been treated so poorly. But I would rather continue to pay for my trips to WDW than be held hostage in a room that was unacceptable b/c I'd lose dvc points. Does that make sense at all?

Or wouldn't.

I totally understand what you're saying and as a new DVC family ourselves, this was a concern for us as well before purchasing. We were concerned that as DVC members, we would now be considered "disposable guests" because they already had our money.

I must say, we've never, been treated like that when staying at DVC using points, we've always been treated with the same type of care as when we were strictly cash paying guests, but we've also not ever experienced issues that I would consider a true test of that underlying concern either.

What I've read on these boards however, when someone else has been faced with what I would consider a true test issue, it hasn't exactly warmed my heart either.

I know that there are many corporate entities under the Disney umbrella, however, most guests (cash paying, on points, comped, whatever) aren't going to take the time, and don't care WHOSE fault a problem is, to figure that out.

I maintain those different corporate layers should be transparent to every guest. Disney is smart enough to figure out that guests will normally always use who is available to them on the front lines to solve a problem which is normally Front Desk or Concierge staff.

It is up to Disney to develop better internal troubleshooting procedures and give Managers the authority to deal with them.

When it is a knwn fact that some Disney resorts are struggling to maintain occupancy levels and you encounter a problem severe enough that should warrant moving someone (on points or otherwise), and are being told that there is nothing they can do, and to basically deal with it or lose points because that particular resort is full, that is unacceptable.

The end result if they don't deal with issues properly, is that it is a black eye for all of Disney to overcome in the public's mind.

It also could be a major stumbling block to DVC in attempting to get people to part with a large sum of money if the perception is that they will end up being treated as unimportant and disposable once their check has been deposited.