Discussion in 'Completed Trip Reports' started by Momof2Disneyboys, May 15, 2012.
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After we got back to the room we took a little break from the heat. The kids watched a little TV and I started to check out our room some more. It still seemed small for a deluxe to me in the light of day. I went out on the balcony and took another look at that view. It was even better during the day!
We were very lucky to have that view! But unfortunately that's where our luck ran out with the BC. The room really needed a good deep cleaning. Or even just a dusting! It needed the paint touched up in places and the balcony needed a good scrubbing. We literally stuck to it when we went out there. The shower head needs replaced. The water only came out in 2 modes one big pour like a faucet or a crazy spray all over the place mode which soaked the bathroom. No in-between. (Sorry to those of you who already saw these pics when I posted them in my PTR after we got back)
Continued in next post.....
And these beauties were right across from our room: A big, loud, running non-stop all hours of the day & night vent and some type of housekeeping storage room. Little did we know at this point that we would encounter much noise from these things throughout the week.
We hadn't had housekeeping come in that day since we just arrived the night before. We wiped down what we thought we would touch the most with clorox wipes and decided we'd leave a note for the housekeeper the next day asking her to get the 'sticky' off the balcony and clean some other things.
We got ready and headed down to the SAB pool. It was probably about a 7-8 minute walk there after going down several hallways and down the elevators to the lobby and past Cape May, then down several more hallways and out to the pool.
To our surprise the pool wasn't crowded!! We really should have enjoyed that more, because that wouldn't be the case the rest of the week.
And even though the pool wasn't crowded at all, there was no place to sit. Nearly all the lounge chairs had towels strung across them and we had no way of knowing if there were people actually using them or not. We walked around and around and over about 3 bridges and back. There were loungers over on the YC side, but the boys had no interest in hanging out in that section it was all little kids and the water as only a few feet deep. The middle section was a lazy river and very deep like 8 ft at least I think. No real chairs around that area anyway. So back over to the BC side we trekked. Finally managed to scrounge up 2 chairs and we set up camp. After only a little bit in the pool the boys wanted to hit the slide. The slide entrance is clear down a path and out across a public walkway. So I walked over with them each and every time they went and DH stayed with our chairs & stuff. I could tell this was going to get old fast and that we were not nearly as impressed with SAB as most people. And there were pool games going on right across the pool from where we were. Very loud pool games. That went on forever. Little kids singing into a very loud microphone. We originally thought that since it was getting late in the afternoon maybe all the 'party stuff' would be ending soon, but no such luck, it went on the entire time we were there. Just not a very relaxing atmosphere.
We had gotten in on the Noodle Swap that is set up on the BC FAQ thread. So DH went to Bell Services and picked them up. The kids had fun with them!
This is the walkway outside of the pool area to the slide entrance.
The kids sure did enjoy the slide!
After a few hours at the pool we decided we better head up to the room and get ready for dinner!
Up Next: Dinner at the Garden Grove at the Swan
Okay, now since I posted those BC room pics I want to explain what happened after that and get it all out of the way so that we don't have to dwell on it the rest of the TR!
We left a note (and tip) for the housekeeper the following day. Came back to the room and the note & tip were still there. The day after that we left the note & tip again. Came back and the tip was gone, but note was still there. It was obvious that she was only coming in and running the vacuum, emptying the trash, making the beds, and changing the towels. Which sounds like a lot, but she wasn't cleaning a thing. And she wasn't leaving new products - no new coffee pkgs, no new soap, etc. We were going to call and complain but we hate to do that and decided to give it one more day. So the following day we left a big note asking her to clean the balcony because it was so sticky that we couldn't use it and to leave some supplies, etc. She left supplies. IDK if she attempted to clean the balcony or anything else, but it all appeared the same as when we left it.
That's when DH had enough and called and asked if we could move to the Poly for the remainder of the trip!! We only had 3 nights left at this point. They said they would call us right back. Waited 2 hours and no one called. He called again. They had no idea what he was talking about or that he had called before. So he again asked to be moved to the Poly. They said the Poly had availability and for $880+ we could do so. Um no thanks. He explained that we were very unhappy with our room, it's condition, the housekeeping, and our overall experience at the BC. They then gave us a $280 credit. Wouldn't do anything else. Asked if we wanted housekeeping to come up now. It was in the evening and he declined. They said that they would make sure we had a deep cleaning tomorrow. Yeah, that never happened. The room looked exactly the same when we left as it did when we got there.
So after we got home and I thought about it I was pretty upset. So I went to the contact button on the WDW website and sent a message about the whole thing. About a week later I got an email from someone in Guest Experience Services saying she would be calling me within 10 days to discuss this. I replied to her and told her that I looked forward to talking to her and I sent all the above pictures.
She called about a week or so later and wanted to know exactly what happened and how things were handled by the BC staff & housekeeping. I explained everything I just posted above about how we called and they wouldn't move us to the Poly (without charging us almost $900) and that the room was never properly cleaned and that we just felt like we paid for deluxe accommodations and didn't receive them. She was very nice and apologized for the way it was handled (or not handled) and thanked me for letting her know. She said she was glad that we had taken the time out of our vacation to try to get the situation handled while we were there because most people would have just waited to complain when they got home and not given them a chance to fix things when they were there, and that the BC staff should have responded much differently. She then offered us 2 free nights to be used anytime at any deluxe resort.
So while we were very disappointed in the way things happened when we were there and it did put a damper on our vacation, we are pleased that they took the time to call and actually cared about what had happened and have made it right.
I love the Lady and the Tramp topiaries too!
And all those yummy caramel sweets make my mouth water. Definitely stopping in there next trip.
We're also working on the girls to ride Maelstrom. I haven't been on it in a long time, so we will be doing it next trip.
ETA - we were posting at the same time.
RE: your last update
The pool atmosphere seems to be more a party, than relaxing. It could be better for sure.
That room business - I am surprised that after the note TWICE that the cleaning was not done properly. It sounds like they just came and did the basics, but didn't cover the really needed stuff. It doesn't look like a dry duster would take care of that, it needed WET scrubbing! I'm glad they responded to your email comment and called etc. I hope you have big plans for those two nights!! I want to hear what you're doing next!
Wow, what a fiasco with the room! I would have NOT been happy at all. You clearly took the time to write the housekeeper notes, and I find that very rude that she basically just ignored them. We did not have service like that at the BC, but I would have done the same thing as you. I would not go back to the BC if we had the poor service that you had. We probably won't return to the BC any time soon anyways....we have the Poly to try and we want to go back to the BWI and GF first!
I'm glad that someone called you to discuss the issues you had at the BC. That's great that you got two free nights at any deluxe! However, I wish that you had a better resort experience while you were there (and I'm sure you do too), so that you did not have to worry about the problems while you were there!
Hope you had a great weekend!
All the topiaries were so beautiful. The caramel shop & Maelstrom are a must do for every trip through WS!
Yes - the pool was a non-stop party it seemed. Just not for us.
We were surprised by the lack of response to us leaving notes for the housekeeping too. But it was obvious that the room had needed a good wet scrubbing for quite some time. All that dust did not come overnight.
We do have tentative plans for those 2 nights. I haven't called to book it yet though. There's a special number I have to call. I need to try to do it this week. Details to come!
It was a fiasco! I'm glad you didn't have the same experience.
When the guest experience services lady called and we went through the whole thing she first offered 2 free nights at the BC. I told her that I didn't think there was any way my DH would go back there anytime soon. She then said we could use it at any deluxe, thankfully. I'm with you - I'm glad they attempted to make it right in the end, but I would have much rather they took care of it right then & there and I think we might have had a better vacation.
Well... you already know how I feel about this whole situation.
For them to have treated you that way while you were still there - instead of doing something about it THEN- is absurd.
I am happy that you got the two nights and that you have that in the future to look forward to. But dang- it doesn't take away the fact that the room you were in was an absolute pigsty. It was filthy and looked like a Motel 6 instead of what you expect from a Deluxe resort at WDW.
I am still angry for you not being able to be moved to the Poly- (the price was ludicrous that they quoted you) --- so that the current vacation you were on was not overshadowed by the fact that your resort was sincerely lacking in the cleanliness factor.
If it were me, I'd never want to stay at the BC again and if you never do, no one can blame you at all.
As far as SAB--- yeah, I would've hated that too. The kids in the microphone.... So not my idea of fun times at the pool.
Thanks for telling your story so that people can hear the good AND the not so good experiences from all the resorts.
I am so surprised, and disappointed for you at the filth level of that room!!There is NO excuse for that! I will say, as far as the note is concerned, that the times we have been at the BC, our room ladies have been from Jamaica and don't speak very much English--beyond the basics so I am sure she couldn't read it. Not that that excuses anything- especially when you called the front to speak to someone. And the $900 to trade rooms is crummy!! In fact, I am gonna call this week and express my concern with staying there for our upcoming trip. I want to know what they will do if we get an unsatisfactory room anywhere on Disney property! We have always had any cleaning or minor issues taken care of right away....YIKES!!!
Yes I do know how you feel!! I remember texting you and telling you all this stuff that was going on. Still can't believe they never cleaned that room. Crazy.
But not much we can do about it now I guess. I did all I could do. It was just so surprising. I thought for sure that they would move us upon request once we told them all the issues. But nope. And it's not like we were asking to move from a value to a deluxe. We had paid for a deluxe!!
I don't think we will ever stay there again. I'd love to try the YC sometime, but already knowing that we don't like the pool there will probably keep us away. Next time we stay in the Epcot area it will be back to the BWI or we will try the Swan or Dolphin.
I know some people won't like to hear all this - but you know me, just telling it like it is. And unfortunately is wasn't good.
That could be I guess. Wish she would have taken the note to someone who could read it then. It was obviously for her when we put it with the tip money. Yeah, and then after talking to someone at the front desk - still nothing.
I hope you won't have any issues. I hope it was a fluke thing. Plus the guest experience lady I talked to assured me she was going to speak directly with the housekeeping supervisor and find out what was going on.
Sure was a lot of grime to have built up in a short time frame!! I am glad you got two nights as a comp though!!! That'll fiugre nicely into your next trip budget!! Ka-ching!!
GREAT updates..... so sorry the room was in such conditions.... i have to go back and read all the individual posts cause i read something about 2 comp days.... that's awesome ....
Well, those pictures didn't get any prettier on the second go 'round! I'm so glad that you did decide to email them the pictures. I felt very certain that they would make it right for you. I sent a not so nice email years ago over an issue, and I had the same response. I first got an email and then a phone call from a VERY nice CM. I can honestly say that has never happened when I have complained anywhere else. And I'm like you, I hate to complain, but when it's that bad, you just have to. I am so glad that you got the 2 free nights! That is wonderful! Can't wait to hear all the details of what you're going to do with them!
I just have to know though... did you EVER get rid of the sticky balcony?
That grime was there when we checked in. Who knows how long it had been there.
The 2 nights will come in handy, the next trip will be on a budget for sure.
No they don't!
I expected a response, but wasn't sure that they would really do anything other than apologize. She was very clear that the reason that they were offering the free nights is because we called and tried to get the situation taken care of while we were there. I think had we not said anything while there and then I sent her the complaint after we got home, they wouldn't have done anything for us.
Details coming up soon!
Oh no, the balcony was sticky the whole way through!
Where you in one of the DVC rooms a regular room at the Beach club, I know it shouldn't make a difference , but I think if people are staying on points housekeeping only comes in every 4 days to clean the room and the other three they only take out the trash and change any towels that are not on the rack. It almost sounds like they need to power wash the balconies and the furniture like they do on DCL. I know on the Trans Atlantic where I had a balcony I received a letter in my stateroom one day with my navigator saying that they would be cleaning the balconies on the side of the ship I was on and to not leave any personal items out there it also said that they did not need to access my stateroom to do this.
We were in a regular BC room. So we had housekeeping everyday. Just not good housekeeping.
They do need to power wash the balconies! Bad!! I've seen them power washing the walkways at the moderates during the day before.
yuck..sticky stuff is so gross.
2 free nights at the poly could be nice though
We have had issues and complained while on property. You always get more satisfaction when you complain while you are there. We got a nights worth of points back from staying in the treehouses because we had a tv issue on the day of an eagles playoff game.. Maintenance was in our room the entire day before my husband told them what to do to fix the tv We've had ceiling tiles fall down during the night while at the poly when I went with my sis. Not only did they comp some nights, but they moved us into a lagoon room
Wow you have had some pretty crappy things happen.
I just didn't think that WDW would comp any nights. So I was surprised. But happy. Although I wish they would have just taken care of things or moved us when we asked.
$900 to switch from a deluxe to a deluxe...WHAT!???
That is ridiculous!!!
I'm really glad they replied to your email and even called!!! WOW
That's great that you got 2 free nights... POLY here you come LOL
It really does pay to complain.
I know. That was crazy. They were saying something like we booked the BC with a pin code/discount and the Poly wasn't included on that discount blah blah blah.....And I understand that. We booked the BC with a 30% general public discount and the Poly was only 20% off. I do remember that! But still, there is no way it was that much of a difference for 3 nights. I think they were going off of rack rate at the Poly. IDK.
Either way, they should have listened to us and realized that we had valid complaints and moved us. But it's over now. And yes, we have those 2 free nights for look forward to in the future.
I just hope they've cleaned that room by now!!!!!
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