Just returned from BCV

jdkdorn · May 19, 2015

Let me start by saying a trip to Disney World is better than home anytime but this trip had a lot less magic.

We are owners at BCV for the past 14 years and have stayed at this resort a lot, just not in the past 3 years. We did the direct to room and never received a text message or any message. We get to the resort at 6 pm and are told that all of our information is missing other than My name and DH name. We had 5 on the reservation. We added everything back in, including having to give them my credit card again, and then I asked her to verify that all of the Magic Bands worked. She satate that "she did that already." As you can probably guess 15 minutes later I am sanding outside the room without a band that can let us in. We go back down and try it again and are able to get in the room. For the rest of the trip at least one band a day had an issue with the room or getting in a park.

Once in the room all of the garbages were still filled with trash from the last guest and the floor in the bathroom was gross. I need to remond you that we checked in at 6pm and this should never have been an issue. I called housekeeping and 2 hours later someone came to do a little cleaning. The floor was still gross, we just kept a towel on it. I spoke to a manager and let him kow of my disappointment with the total lack of Disney Magic and the lack of concern by the front desk and housekeeping and I know if will go nowhere. I am following up with a letter to MS today. We pay a lot in annual fees for them to let the resort go like this and it is a real dissapointment. They are renovating the whole resort but it will only quickly go bad again if this service stays the same

Overall, I had to let the issues go because this was my nephews, 6 & 8, first trip and I wanted it to be a good one. They realy had a great time because all they cared about was that they were at Disney. It is so hard when you brag for years about DVC and the first time I bring my sister the room is bad.

thanks
Judy

twinsouvenirs · May 19, 2015

Total bummer! We are staying there this fall and I am REALLY hoping we get lucky. It's not the wear that's an issue when they haven't even cleaned the place, and with a late check in, I agree, there is no reason for that.
dvcmembersatisfactionteam@disneyvacationclub.com and Ken.Potrock@disney.com

Bullseye · May 19, 2015

Sorry to hear that Op. Just curious, we're you affected at all by current refurb? Noisy? Inconvenient?

eliza61 · May 19, 2015

twinsouvenirs said:
Total bummer! We are staying there this fall and I am REALLY hoping we get lucky. It's not the wear that's an issue when they haven't even cleaned the place, and with a late check in, I agree, there is no reason for that.
dvcmembersatisfactionteam@disneyvacationclub.com and Ken.Potrock@disney.com

How sad, that we now have to hope we get "lucky" in order to receive good service. :sad2:

jdkdorn · May 19, 2015

Bullseye said:
Sorry to hear that Op. Just curious, we're you affected at all by current refurb? Noisy? Inconvenient?

They have not started the Villas, but they really should soon!

disneynutz · May 19, 2015

twinsouvenirs said:
Total bummer! We are staying there this fall and I am REALLY hoping we get lucky. It's not the wear that's an issue when they haven't even cleaned the place, and with a late check in, I agree, there is no reason for that.
dvcmembersatisfactionteam@disneyvacationclub.com and Ken.Potrock@disney.com

I send emails every time something isn't up to standards or if something outstanding happened. I have to assume by now that Ken and company is well aware of the issues. Maybe we should be sending them to Bob Iger.

:earsboy:

Bill

jdkdorn · May 19, 2015

He just put in for his retirement, why would he care? Every penny they save goes to his Golden Parachute

jerseygal · May 19, 2015

HOPE that you get satisfaction! :scared1:

Disappointing to say the least when our dues are expensive! :eek:

Amw1064 · May 19, 2015

While not my home resort, BC is my favorite resort. I would have made a huge fuss over this. How disappointing, especially when bringing someone for the first time.

bobbiwoz · May 19, 2015

That's appalling. It should not have happened. I hope you get some sort of credit.

Simba's Mom · May 19, 2015

OMG, I really hope you are letting MS know about this. Just out of curiosity, in the last 14 years have you had any housekeeping issues like this before at BCV? One reason I love BCV is that I've only had any 2 maintenance issues in 13 years-one burnt out light that they fixed within 1/2 hour and one time the coffee maker didn't work. They brought a brand new one, still in the box. Yikes, what a disappointment! And I'm appalled that the manager wasn't more responsive.

disneynutz · May 19, 2015

Simba's Mom said:
OMG, I really hope you are letting MS know about this. Just out of curiosity, in the last 14 years have you had any housekeeping issues like this before at BCV? One reason I love BCV is that I've only had any 2 maintenance issues in 13 years-one burnt out light that they fixed within 1/2 hour and one time the coffee maker didn't work. They brought a brand new one, still in the box. Yikes, what a disappointment! And I'm appalled that the manager wasn't more responsive.

We stay at several DVC resorts each year with 6 to 8 check ins per year. We have had cleaning and maintenance issues at all of the resorts but VGF so far. Sometimes you get a CM who cares, sometime you don't.

Sometimes the issues are just an annoyance, other times a real inconvenience like at BWV when they changed out our large 1 bedroom refrigerator 3 times because according to Disney CM's they bought some crap overseas units. Spoiled food during a vacation isn't fun to deal with over a 3 day period.

IMO the room problems have become just another day at the office for Disney and based on comments and discussions with the CM's, there is one standard for the regular resort and another for the DVC.

:earsboy:

Bill

Snurk71 · May 22, 2015

For those making comments about dues, I think I've landed to where the money isn't the issue - it's a people and management issue. They could double dues and i doubt things would double in quality.

Quirky Cruiser · May 26, 2015

I don't normally post here (I'm typically a lurker) but I had to post after I read about your recent experience. We are BCV owners and this past year, have been to Disney three times with our two little ones. This last trip (long weekend the end of April/beginning of May) we didn't have any points left, but we got a great AP rate at the Beach Club, so we stayed in a regular room. Like you, we arrived late at night (8pm) with two VERY TIRED little boys who needed to get to bed. We did online check-in and nothing was in the system when we showed up - no texts, nothing. So, we spend extra time at the front desk giving all the info again. We get to the room, put down our carry on bags and get the kids in their PJ's and my husband opens the fridge to put away my son's water and notices OLD FOOD from the previous guests. I'm not one to normally complain, so I just say, it must have been overlooked - just throw it away and we will mention it tomorrow. I proceed to walk into the bathroom and in the tub is a pile of DIRTY TOWELS. Mind you, we are paying guests this time! This should never happen! It's late, I don't want to wake the kids, so I grab a clean towel, wrap the other towels in it, and place them outside our door - again, saying I will mention it in the morning. Gross. Next morning, we wake up, go to get breakfast and hubby tries to use magic band to pay for a couple of items - CM says "you're over your spending limit" - um??? we just checked in last night and haven't spent a dime. Says we need to go to front desk and figure it out. GREAT. So much for getting to the park early. So, we go deal with it - CM says "oh, they forgot to reset the limit from $0 - I'll do that for you now". So off we go to the park. Fast forward to lunch - hubby goes to buy a hotdog in Adventureland - CM says "You're over your limit" - now we are super frustrated. I always carry some cash on me, but this was getting annoying. After a long day at the park, we get back to The Beach Club and go back to the front desk - apparently if they don't put in an email for direct check-out, they can't set the limit - so three CM's later, we finally get the issue fixed. Also mentioned about the room issues and they said they would have the housekeeper make sure room was clean - really? that's it? At this point, I just wanted to enjoy our trip and not focus on the negative, but we were frustrated. We are headed back to the BCV in November and really hope that they get some of these issues addressed. For the amount of money they charge (and the dues we pay), they need to make sure their staff is up to snuff. I just hate seeing things going downhill at Disney....very disheartening....

jerseygal · May 26, 2015

QuirkyCruiser..I would ALSO BE FRUSTRATED AND DISSATISFIED! :scared1:

HOPE that you e mailed member satisfaction team to communicate the issue. Hope that your November trip is MUCH BETTER! :thumbsup2

deedisneydream97 · May 26, 2015

Quirky Cruiser said:
I don't normally post here (I'm typically a lurker) but I had to post after I read about your recent experience. We are BCV owners and this past year, have been to Disney three times with our two little ones. This last trip (long weekend the end of April/beginning of May) we didn't have any points left, but we got a great AP rate at the Beach Club, so we stayed in a regular room. Like you, we arrived late at night (8pm) with two VERY TIRED little boys who needed to get to bed. We did online check-in and nothing was in the system when we showed up - no texts, nothing. So, we spend extra time at the front desk giving all the info again. We get to the room, put down our carry on bags and get the kids in their PJ's and my husband opens the fridge to put away my son's water and notices OLD FOOD from the previous guests. I'm not one to normally complain, so I just say, it must have been overlooked - just throw it away and we will mention it tomorrow. I proceed to walk into the bathroom and in the tub is a pile of DIRTY TOWELS. Mind you, we are paying guests this time! This should never happen! It's late, I don't want to wake the kids, so I grab a clean towel, wrap the other towels in it, and place them outside our door - again, saying I will mention it in the morning. Gross. Next morning, we wake up, go to get breakfast and hubby tries to use magic band to pay for a couple of items - CM says "you're over your spending limit" - um??? we just checked in last night and haven't spent a dime. Says we need to go to front desk and figure it out. GREAT. So much for getting to the park early. So, we go deal with it - CM says "oh, they forgot to reset the limit from $0 - I'll do that for you now". So off we go to the park. Fast forward to lunch - hubby goes to buy a hotdog in Adventureland - CM says "You're over your limit" - now we are super frustrated. I always carry some cash on me, but this was getting annoying. After a long day at the park, we get back to The Beach Club and go back to the front desk - apparently if they don't put in an email for direct check-out, they can't set the limit - so three CM's later, we finally get the issue fixed. Also mentioned about the room issues and they said they would have the housekeeper make sure room was clean - really? that's it? At this point, I just wanted to enjoy our trip and not focus on the negative, but we were frustrated. We are headed back to the BCV in November and really hope that they get some of these issues addressed. For the amount of money they charge (and the dues we pay), they need to make sure their staff is up to snuff. I just hate seeing things going downhill at Disney....very disheartening....

I'm a little confused here. Was this an issue with a DVC room at the Beach Club Villas? Or a hotel room at Beach Club? Or were you at Beach Club Villas and paying out of pocket? It continues to amaze me that people that are active on the Dis Boards walk into a room that obviously has not been cleaned and why they don't go directly to the front desk and demand to speak to a manager? Regardless about how tired you are...been there, done that...it takes five minutes to walk to the lobby. Take pictures with your phone and demand that the manager come to your room (again, been there, done that). This is why I am not a big fan of "direct to room"....I really think that all guests need a face-to-face when checking in....never mind about being in a rush to get to your room. But that's just me.

jdkdorn said:
Let me start by saying a trip to Disney World is better than home anytime but this trip had a lot less magic.

We are owners at BCV for the past 14 years and have stayed at this resort a lot, just not in the past 3 years. We did the direct to room and never received a text message or any message. We get to the resort at 6 pm and are told that all of our information is missing other than My name and DH name. We had 5 on the reservation. We added everything back in, including having to give them my credit card again, and then I asked her to verify that all of the Magic Bands worked. She satate that "she did that already." As you can probably guess 15 minutes later I am sanding outside the room without a band that can let us in. We go back down and try it again and are able to get in the room. For the rest of the trip at least one band a day had an issue with the room or getting in a park.

Once in the room all of the garbages were still filled with trash from the last guest and the floor in the bathroom was gross. I need to remond you that we checked in at 6pm and this should never have been an issue. I called housekeeping and 2 hours later someone came to do a little cleaning. The floor was still gross, we just kept a towel on it. I spoke to a manager and let him kow of my disappointment with the total lack of Disney Magic and the lack of concern by the front desk and housekeeping and I know if will go nowhere. I am following up with a letter to MS today. We pay a lot in annual fees for them to let the resort go like this and it is a real dissapointment. They are renovating the whole resort but it will only quickly go bad again if this service stays the same

Overall, I had to let the issues go because this was my nephews, 6 & 8, first trip and I wanted it to be a good one. They realy had a great time because all they cared about was that they were at Disney. It is so hard when you brag for years about DVC and the first time I bring my sister the room is bad.

thanks
Judy

If I remember correctly, you had a similar problem back in January at Saratoga Springs. I also remember you having a number of posts regarding magic bands and names on the reservations, etc. And how things were dropped and added. Perhaps all of the changes you continued to make regarding your reservations added to the confusion? But that doesn't really address the filthy conditions you encountered at SSR. So....when you again encountered that at BCV....why would you not confront management by going to the lobby and asking to speak to management? Knowing that the attitude of the CM's was "so what"?

Dawn16 · May 26, 2015

OP, sorry you had such poor service. We just stayed at BCV same time frame as you and had a great time, thankfully. One bedroom was spotless and we had no issues whatsoever. I was trying to decide once BCV is done with the reno if I wouldn't like it better than BWV (we own there)! We had a newbie with us too and I, like you, would have been so bummed if something I talked up turned out to be a disappointment

dano4 · May 26, 2015

jdkdorn said:
He just put in for his retirement, why would he care? Every penny they save goes to his Golden Parachute

He deserves every penny included in that parachute.

Quirky Cruiser · May 26, 2015

This past trip we stayed at The Beach Club in a regular room on an AP rate. We are BCV owners and stayed there the two trips before and the upcoming one this November. I realize that everybody handles things differently, but by the time we realized what had happened in our room, it was 9pm - I'm not going to march down to the front desk and demand they come to my room when I'm dealing with trying to get a 2.5 year old and a 6 month old to sleep so that we can have an enjoyable time the next day. I was simply responding to the OP that this is obviously a problem that is happening on both sides of the resort. Yes, I could have demanded money, freebies, whatever - but we were there for 4 days and we just wanted to focus on enjoying our short time there - not standing in a line at the front desk. I did mention it to a manager when we checked out and I have emailed as well. We are hopeful that they will have these issues worked out by November

lynrip · May 28, 2015

We are just back from our first stay as DVC owners. We stayed at BCV for the last four nights of our trip. I had requested a pool view and although I am aware that requests can't be guaranteed I was very disappointed with not only the room we were given but the view from the balcony. I like to sit out on the balcony quite a bit so a view is important to me. The room did have a large balcony but looked directly onto the road

The room was also dull and run down. I was not aware as DVC owners that you were not allowed to move room unless you pay but did ask to move. We were told we could move room the following day, check out at 11am and back in at 4pm.
The following day we moved to a pool view room and the difference was great. The last night the television kept freezing and on the last morning the hairdryer went up in smoke.
I spoke to quite a few people round the pool who had been Beach Club owners for years and said that the refurb, is long overdue.

Just returned from BCV

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