Nightmare Vacation at VWL!!

[Bumpy]

Hello,
Just back from our vacation from VWL. I hate to post something negative as I don't post often but this experience was absoloutely HORRIBLE! It all started at check in . We were staying 5 nights the first 2 in a studio and the last 3 in a 1 bedroom. We were told at check in that we were being upgraded to a 1 bedroom for the entire stay. I really did not want this upgrade but we were told that there were no studios available. Ok we'll take it after all we wouldn't have to move they told us. Well, we went to the room and it was a filthy mess! It was also a handicap room with a wheel chair shower. I tried to make the best of it until I couldn't see well enough to function in the shower. I was really upset and we felt like the front desk had dumped us in this substandard room. I got up at 5:30A.M. to go to the front desk and get our room changed. The cm was so rude and could have cared less! He told me that there would be a fee to change rooms. I don't think this was fair as we didn't want this room to begin with. He then put his hands in the air and said "I don't do DVC. I dont know what to tell you. " I responded, "WHAT? you don't do dvc ? You're behind the check in desk aren't you?" I left very upset and waited until 9:00 for MS to open. I spoke with MS and told them that I wanted to move resorts. The rep told me she would fix the problem at VWL so I would not have to move twice. She called back and told me she had taken care of everything and got us a new room at no charge and she had linked the reservation together. I breathed a sigh of relief. The room wasn't ready so we stored our bags. The new room had a terrible view but hey, at least I could function in the shower. Low and behold the next morning a bill statement is hanging from the door handle. Yup, they think we're checking out - I have to go to the front desk again! ok I'll take it in stride. Well as I am checking back in again, the CM asks me how I would like to pay for the room for the past 2 nights - almost 700.00 mind you. I look at her and blink slowly as I try to convince myself that I did not hear her correctly. I continue looking at her with blank eyes and she repeats her question. "How would you like to pay for the room?" I am not going to pay as I used my points. Ummmm no mam it says here you were cash. I WANT THE MANAGER! 5 times I asked for the manager befor she called her. I tell my story to the manager - She'll look into it and fix it. I go back to my room and bring down my confirmation and then back to my room to wait for her phone call . The phone call came and yes I was right I did use points (What a surprise)! Move along and put it behind me! Another rainy day comes and we decide to go to the Magic Kingdom. I start to relax and unwind enjoying the sights and sounds. I think I'll buy some things to cheer me up. Oh I had so many wonderful things to buy and it was finally my turn at the register. "I 'm sorry mam your card won't go through." Must be a mistake please try it again ...... "nope won't go through" I'll call the lodge and ask them for assistance says the cm. ummmm mam they say your card has expired and you have to get a new one at the front desk. "WHAT??? " I asked the CM to please read the card and tell me what it says. " Ummm it says 6/18-6/21." What's today's date ? "ummm the 20th" Boy was I livid!!!!! I now have no buying power at the kingdom and it is the only day I am going there. When I get to the front desk the cm tells me he doesn't know why the card isn't working but he'll just make me a new one. At this point the once beautiful lodge had turned into the resort from the movie the Shining. I could hear the ominous music as I walked the long hallways. I was convinced the lodge was out to get me. Finally check out day and I was happy to be leaving. Of course I got express checkout - that's why I gave them my credit card. Nope, no statement. I call but they said "We're sorry we don't have that in our computer, you'll have to come down. " AAAAAAAAAh! I am losing my mind! No way am I checking out without my statement. Low and behold there are four duplicate phone charges and didn't that take forever to fix. The cm comes back 20 minutes later with a smile and asks how our stay at the lodge was. All I said was don't ask!!!!!! Sorry so long but I am really upset about the whole thing! I will never stay at VWL again Not EVER! Hopefully this will tip fellow DVC members on things to watch out for. I do plan to tell my story to someone at Disney I just don't know if it should be MS or VWL. Thanks for listening to my nightmare!

KAY


























'

[luckytso]

I am so sorry to hear how miserable your expierience was at WLV. But sorry I couldn't help laughing when you mentioned about the movie Shining.

I just became a DVC member recently and I have become so addicted to this board. It gave me so much information and entertainment.

I love WDW and I love YC and BC where we stayed in the past. That was why I looked into DVC this year because of the new BCV.

Anyway, I had several conversations with my guide yesterday discussing various home resorts in DVC. He told me that WLV is the hardest one to get reservation and the hotel has the hightest "returned to" rate among all WDW properties.

I love the WL lobby and it is very impressive, but never considered staying there because it is not like BC, YC, or BW that you can walk to a park. Also, it is not on the monorail line to just be able to hop on/off to get to MK.

However, after reading all these threads, I was actually thinking about trying WLV one of these days. Now I am not so sure about that because of the CM's attitudes and the way they handle problems.

I have to say that I was really surprised with their service. I never had problem at WDW before, except once at YC where we stayed. I complained to the manager afterwards and he was really nice to address it right away. In addition, next day when we came back in the room, there was a really nice cheese/fruit basket with a nice note.

Anyway, I hope this was an isolated incident, and you will have a better time next time.

[NJDVCmember]

Sorry to hear about your experience. And this is the second VWL horror story on this board that I have seen. Planning a family reunion and I think VWL went down on my list of resorts to try to stay at. I wonder if something is going on at that resort...like all new CM's or something. We have stayed at OKW and loved it. But wanted to stay somewhere else with the whole family. Maybe OKW isn't that bad!

[PamOKW]

Take a look at this thread. VWL Problems (http://www.disboards.com/showthread.php?s=&threadid=221452)

It gives several suggestions on where to write. I think I'd send it to George Aguel but Jackie Lueders would also be a choice (he may pass his letters to her anyway).

It sounds like there is a problem at VWL since two people on these boards have had problems at roughly the same time. Previously, we haven't seen many problems at all. I'd let DVC know so they can nip this in the bud and get this back on track.

[Happy Birthday Cat]

I agree with PamOKW. It doesn't seem like there have been problems like this up to now. Maybe if you go to the right person/people, they can deal with it now.

HBC

[CarolMN]

I'm so sorry you were the victim of such bad service/bad training and poor follow up by that manager. I'm glad you are going to write a "snail letter" complaint. It should help future DVC guests (I hope). Here's a thread with lots of Disney Addresses:

http://www.disboards.com/showthread.php?s=&threadid=84539

My advice is to send your letter to the GM for FtW & WL and use the WDW Guest Relations address. Your post is so compelling, I'd be tempted to just send it verbatim.

Hope all your future DVC trips are wonderful.

[rbuzzotta]

I am so sorry you had to go through that! Two DVC members, both having difficulty at VWL at the same time!!! OUCH! Doesn't sound too good.

Hopefully things will straighten out.

Start writing that letter.................NOW......

[JudithM]

WOW! Two VWL not-so-magical stories from the same week. Sorry you had so many problems.

In the Winter 2001 issue of Vacation Magic it states that "if you have comments about Member Services or a recent stay, please contact our Member Satisfaction Manager, Jackie Lueders, by calling 800-********, sending an email to members@disneyvactionclub.com (subject: ATTN JACKIE LUEDERS), or write to: Disney Vacation Club, Attn: Jackie Lueders, 200 Celebration Place, Celebration, FL 34747."

I WOULD contact Jackie. I would not be happy if what happened to you had happened to me. You have a definite reason to be upset. Again, I am sorry this happened on your recent visit.

[Rock'n Robin]

Uh oh, we are finishing our stay at VWL--two nights--maybe we should move our bags from the Poly ourselves, sounds like they might get "lost", esp. if the clerks"Don't do DVC":mad: !!! What a comment! I hope you got that one's name.
Robin M.

[EROS]

Great Writing, KAY:D

http://images.amazon.com/images/P/B00005ATQI.01.LZZZZZZZ.jpg

[LindaDVC]

I wish we could get upgraded from a studio to a one bedroom !
That has never happened on any of our vacations!

Linda

[adamak]

I wonder if these problems are specific to VWL? I have no problem in OKW and BWV. Not sure if their CM are well-trained to deal with DVC requests.

There are 2 different kind of room change request. First is the room condition...such as leaking, inability to function (e.g. you need ground floor but was assigned 3rd floor...etc). 2nd kind is more pleasure oriented. Like, room too noisy, no views...etc. The 2nd kind deserves to be charged an extra fee, but the first should not be. In this case, I do not think Bumpy should be charged a fee, and definitely should not caused him/her that much trouble. There is no excuse. I hope Bumpy would get more than just an appology in return.

[Eglantine Price]

Man, I wish I had this gentleman's address five years ago,(yes that's right 5) We had the worst treatment of any travel we've taken at the checkin desk at the lodge. We were not DVC'rs at the time ,just a regular resort guest. It took almost 3 hours to straighten out our problem with two room changes and total indifference from the cm at the desk. The front desk manager at that time's solution was to talk in circles with no resolution. After standing in the lobby 3 hours and insiting on getting the room we paid for we were able to check in. I'm sorry to say , that this is not a new situation at the lodge, at least from my point of veiw. We have not stayed there since.

[msdis]

So sorry you had such a terrible time at the lodge. This is NOT the norm! We have had 4 check in experiences on 2 trips on 8 months there. All has been perfect except for one CM and I wonder if it is the same guy. As 999ghts writes that cm needs to get a new job! Too bad Disney doesn't recognize this and give him a shove towards the door before this fungus spreads. Please don't base this horrible experience on future trips. Please complain for yourself and the rest of us. If Disney/DVC does not know a problem exists then they do not have the opportunity to fix it. You must have thought you were in the twilight zone, I know I would have:confused: We have had almost ALL of the same experiences as you one time or another just never all in one trip and certainly not the same horrible outcome.

[Janis]

So sorry to hear of your horrible experience. We had just the opposite. We checked in last Sunday and the cast member couldn't have been nicer. In fact everyone we encountered was very friendly and helpful and also sympathetic about the awful weather! Our room was clean and in perfect condition. This was our first trip to VWL and if our trip turned out like yours we probably wouldn't want to return. I hope you reach someone who can give you some satisfaction. I'm just thankful that we had a nice experience since we took my brother and his family along this time and we're always telling them how great DVC is! Hope your next trip is better!

[PamOKW]

2nd kind is more pleasure oriented. Like, room too noisy, no views...etc. The 2nd kind deserves to be charged an extra fee,

I still have a problem with this policy. If you look at a map, the room may look just fine. If you open the door and see you are looking at an a/c unit or a bush or some other problem that you couldn't possibly know before seeing the room, and immediately call and/or return to the desk and ask for a different room, I don't think there should be a charge.

[Boots]

It has been over two years but I too had trouble with the CM at the desk at WL. I paid in cash as I arrived for two rooms. But lo and behold on the day we checked out my phone in my room was blinking. For some reason we were hold we owed $50 for both rooms for each day. This was $600. Down I go to the front desk. I was getting no where with this particular CM. I said look I have my receipts with a zero balance, I have my yellow slip I received in the mail stating exactly how much my rooms were. Finally she went and got someone from the back who cleared in up in maybe 60 seconds and told me the computer made a mistake. This ruined my whole vacation. I love the WL and have stayed their three times, but truthfully have no desire to really stay there again. I realize this could happen at any of them, but it really left a bitter taste in my mouth. Sorry you had to have such a time!!

[Bumpy]

I would like to say thank you for all your replies and support. I will talk to the various people mentioned and let you know how the upper managment handles my situation.

EROS LOL but it defenitly brought back too many memories.


99GHST thank you for your apologie. I really do appreciate it as it makes me think that someone at VWL cares about their guests. I only wish I had dealt with you during my MANY visits to the front desk. I spent more time at the front desk than anywhere else. It is a pretty lobby but GEEESH!

[Johnnie Fedora]

Well.......I have to stay we have stayed at numerous WDW resorts and have had problems with extra charges, etc. at ALL of them, but have never been treated rudely by a CM. Most of the rudeness I've seen has been directed toward a CM from a guest.

I know it must be a mind-blowing concept to be treated rude by a CM. When this happens, your jaw drops because you just don't expect any confrontation from a CM at WDW. I think it is very important to take the names of these CMs.....and let them know you are doing this!!! I'm usually so stunned in a sitiuation like this that I forget to take names. I'm sure this type of CM will not be long for employment at WDW. But, Disney has to document poor performance (just like any employer), and it may take several unfortunate episodes like yours before they are dismissed.

Just lets you know there are psychos at every place of employment. His name wasn't Jack was it??? :eek: :eek: :p :p :eek: :crazy: :crazy:

All work and no play makes Jack a dull boy...All work and no play makes Jack a dull boy...All work and no play makes Jack a dull boy...All work and no play makes Jack a dull boy...All work and no play makes Jack a dull boy...All work and no play makes Jack a dull boy...All work and no play makes Jack a dull boy..........................:eek: :eek: :eek: :eek: :eek:

[Eglantine Price]

Hey Johnnie
How many hours a day do you think a cm clocks in? Maybe it's the start of our day in theland of pixie dust but the end for the cm.:smooth:

[MaryJ]

I will talk to the various people mentioned and let you know how the upper managment handles my situation. And could you please do so quickly? We're checking in at VWL on July 2. We'd sure like to avoid what you went through!:eek:

[JudithM]

Over the weekend I forwarded this thread & the one written by Simba's Mom to a DVC CM in management. She replied to me this morning.

For anyone who has had problems &/or concerns at VWL, please write a letter to the general manager, Mr. Rilous Carter. The CM assured me she will be on the lookout for these letters & will be sure Mr. Carter is aware. I suspect he is already aware since a WL CM replied to this thread. This is not the kind of thing Disney in general wants happening to their guests. Disney cannot fix something if they do know about it. When you write your letter please be as specific as possible - CM name, date, time, etc.

[Granny]

Wow, two negative threads about VWL in one week! I've been on this board for almost a year and I don't think I've seen more than a couple of negative threads about VWL, and those seemed to be more about room views, etc.

I am certainly not downplaying the treatment you received. We went on our first DVC vacation a few weeks ago and received very good service and attitude from everyone! And we have stayed at WL a few times before and were always impressed with everything, including the personnel.

I can see how this experience could sour someone on a place. But I hope you will try it again some time. As I said, that type of service is just not the norm at VWL or anywhere in WDW!

I'm very sorry to hear how this experience ruined your trip. Hopefully, your letters will cause DVD to take some action with the individual(s) involved.

I hope they make it up to you on future trips. Good luck!!

[yesdisneyfool]

Bumpy, I am so very sorry to hear of your nightmare at VWL. We have never experienced anything like this during our many stays (and one being VWL). I would definitly write to those suggested and follow up after a week. Reading your story I kept thinking - this can't happen at Disney - and kept waiting for you to say "...and then I woke up in a sweat and realized...

Don't let this spoil the many future magical moments that you and your family will spend in WDW. Keep us posted.

[JudithM]

999ghsts, nicely said - thank you!

[lawgs]

here here 999ghsts

well said

that realization goes for "life" as well.....

we might disagree with an action a person does but that does not mean we do NOT like them personally

that is a good life lesson you have learned under wise tutelage


something we all should take into account when dealing with something out of the control of the person we are "talking" with at the moment

thank you for your insights from the Other side......

just hope you do not become the 1000th ghost ( just joking ) took me a while to figure out where u got the nick/handle from

[msdis]

There is a cm at WL named Jack. And he is great! Last year we were at VWL on Sept. 11th and not being prepared for such an aweful event we were anything but prepared to drive our rental car 1500 miles to get home, let alone any clue as to how to get there. We went to the front desk to inquire about maps and perhaps a location we could access the internet. Jack said they had access to the internet and took down our destination and after a while returned with directions. Talk about a CM going above the call of duty!!!!!!! He will always be a large part of our decision to add on at WL and the reason we return there. Another CM that was great was Carla as she recognized the room where they had "put" us. It was an aweful room out back by the dumpsters. Her comment when she saw where we were was " why did they put you out there, we are not even close to full"? And in turn gave us another room. We were so grateful for this sharp, thoughtful CM. We also had the pleasure of meeting someone from our home area, after Carla recognizing our home address, and introduced her. It was like old home week for her and we felt like we were family. Although not all CM's fit this description, it sure does make your trip with memories like this. What bothers me most when I hear something like this is the fact that so many CM's were let go after Sept. 11th and I'm sure this bozo is taking the spot of another CM most derserving of the title.

[dianeschlicht]

I wonder why all the problems at VWL!?:confused:

We NEVER have had a problem checking in at OKW, but then it is only a DVC resort, so maybe the CMs are more open to the workings of DVC. Still, it should not matter. I was thinking of trying VWL for one night in January, but I think I'll just stay put in my good old familiar OKW!!!;)

[JudithM]

One time at an OKW annual meeting when the subject of the cost of running the front desk was discussed, we were told that front desk CMs at a DVC resort require a lot more training than other front desk CMs at other Disney resorts. As was pointed out perhaps the CMs at the WL need some retraining, reminders, etc. We may not know publically what actions the GM & other management CMs take, but I suspect CMs involved will hear about their not-so-magical guest service. I also hope we begin to hear positive guest service stories. As a member said a few years ago at an OKW annual meeting (& I paraphrase) - we bought into DVC to stay at a Disney resort, not a Motel 6! He got quite a round of applause :).

[DVCLady]

I'll be leaving tomorrow for a 3-day cruise, 10 night stay at the VWL. I will let you know when we return if there were problems. We are checking into the Wilderness Lodge Villas on Sunday. June 30th.

[shelly3girls]

Before joining the DVC, we stayed at the Wilderness Lodge and also had a miserable experience. We paid extra to have a woods view. What we weren't told was that the view included scalffolding and construction workers. At one point I even found a worker looking into my room while we were trying to rest. After several complaint, we were offered a change of room, then told that there were no other rooms available. Finally after speaking to a manager, we were offered a discount on our rooms. This discount no where near compensated us for the noise level and inconvenience. The fact that my 8 month old could not nap in the room truly made for an unpleasant trip! After returning home, we wrote a letter of complaint, but received no response.

[Synonymous]

To add a reassuring view for people who were looking forward to VWL and are discouraged by this thread, I'll add the link to another discussion:

http://www.disboards.com/showthread.php?s=&threadid=222361&perpage=15&pagenumber=1


No resort, and no staff, are perfect, but VWL comes close, IMHO.