Anyone bothered by "Media Day" on 2/9?

[stitch'sgirl]

Just wondering if anyone else had a similar experience. We stayed in a BLT Bay Lake view on 2/9 and were awakened very early by loud partying, a tuba, banjo, and expletives. I had no idea what was going on. I looked out our balcony and saw a dozen tents outside located directed beneath the rooms. I dialed "0" at 7:00 am, and was told security would be sent and I would get a phone call back. I knew it was an organized event, so I didn't see the point in calling security, but I did want to know what was going on. By 8:00, I still didn't know, and dialed "0" again. I was told a manager would call me "soon". I called the DVC desk at 9:00, and the scheduler told me he would contact the management. Shortly after, a hotel manager (Jamie) did call, and explained the whole thing. She hadn't gotten the previous two messages - she said they go to a call center, not the Contemporary desk. (never knew that). She said media events were going on all over. The one outside our window was morning DJs from across the country. I just couldn't believe the noise they produced, especially in a guest area from 5 am to 8 pm. The sound seemed to echo off the lake and travel right up the building. I'm not sure why someone approved to have that so close to a guest area when there are many public areas on property away from guests who are sleeping.

Anyone else know of any other media events that day?

 

[pinnocchiosdad]

We were also there last week and I still do not know exactly what was going on. Luckily we were on the other side of the building. What was media day????

 

[stitch'sgirl]

I'm still not quite sure what it was all about. I did find a letter in our room later, and I know I threw it in my suitcase, but now I'm not sure what I did with it. It was basically a "sorry for the inconvenience" letter. My husband went down and talked to some of them and was told that they were DJs that were broadcasting live, and that it was not for DVC members, but members could walk through. When I talked to Jamie, who was a hotel manager, she said it was for DVC members and there were events all over WDW that day. (I didn't see anything else)

 

[IWantMickey]

We were at BLT (MK view) from 2/7 - 2/12. Never saw or heard anything on 2/9. I didn't hear that anything was going on for DVC members at WDW either.

OP, I think it's pretty lousy to have loud music and noise that early in the morning too. Whoever dreamed that one up should be made to sit in IASW for a full day (when the park is open very late, like 1 am!)

I hope you had a great vacation despite the early wake up.

 

[robertdangelo]

I'm Operations Director of and AM/FM Combo. There is no reason for them to have PA systems cranked during live remote broadcasts... especially during AM drive and near a resort. The audio is being sent via ISDN, Satellite, Broadband or Digital Codec on a Phone line... Not through the air. My GM Broadcast live from Disney MGM Studios when it first opened... was in an enclosed studio there.

 

[La2kw]

One of the best examples of WDW's poor customer service is the fact that when you call the front desk from your room of any WDW resort, you get a call center instead of the front desk. If you need to talk to someone actually located at your hotel, ask to be transferred to the back of the house. Either that, or head to the lobby and talk to someone face to face. It's a hassle and not very customer service friendly, IMO.

 

[tjkraz]

One of the best examples of WDW's poor customer service is the fact that when you call the front desk from your room of any WDW resort, you get a call center instead of the front desk.

Personally I wouldn't want to see those calls actually going to the front desk. We're talking about Disney hotels, most with 1000-3000 rooms. With Disney offering more than just a hotel experience (parks, golf, boating, shopping, dining, etc.) the call traffic is many times that of a typical hotel.

I hope I never have to walk thorough a Disney resort lobby and hear a chorus of telephones ringing in the background, or have the CM that's supposed to be helping me duck away to take a call from someone wanting to know what time the Magic Kingdom closes.

Things might be a little more efficient if there was a call center at each resort, but I suspect there isn't space available to make that happen. But the current system does leave something to be desired.

...head to the lobby and talk to someone face to face. It's a hassle and not very customer service friendly, IMO.

That is the best advice.

You can usually get someone on the phone if you insist that the call center put you in touch with a manager at the resort. But unless it's a major hassle, speaking to someone face-to-face at the front desk is the best way to ensure the problem is resolved quickly and appropriately.

 

[KAT4DISNEY]

Oddly enough when I needed to call the BWV front desk I used the button on the phone and asked if the person who answered was actually at Boardwalk. They stated that they were. I was surprised to be told that.

I was calling b/c another person's check-in packet was on the table of the room I was assigned. The woman I spoke to said she would ask and placed me on hold for less than a minute to check on it and told me the person had not liked the room and had moved.

 

[stitch'sgirl]

Thanks all for the advice. It's pretty rare that I have problems when staying in a DVC resort - so I was kind of surprised at this one. I didn't even consider going from BLT to Contemporary Lobby through the open air walkway at 5 am = it was COLD!! And not Florida cold, either, like Michigan cold back home. I really thought I was calling the front desk. (glad I know now)

I didn't need to mislead, the mikes were not on, just a lot of really loud talking people in a small space at early hours. Kinda like staying at a value resort during cheerleading week. I likened it to Jamie the hotel manager as the staff wouldn't be vacuuming outside my door at 5 am, why would someone consider it a good idea to throw a bunch of DJs right outside the balconies? She was very nice and did say that she would elevate the concern to the public affairs/media group. I hope it gets there.

And thank you, yes, I did enjoy my vacation, and despite a bunch of things going wrong this time (missed shuttle launch, missed Castaway Cay, mix-up in dining assignments, and lost luggage), another Disney trip is already planned. You win some, you lose some, but a bad day at Disney is a million times better than a GREAT day at work!

 

[LIFERBABE]

We were not there, but Dh told me that one last week one of our local radio stations was broadcasting live from BLT. I thought he was confused!

I listen to XM so missed it.

 

[disneynutz]

Oddly enough when I needed to call the BWV front desk I used the button on the phone and asked if the person who answered was actually at Boardwalk. They stated that they were. I was surprised to be told that.

I was calling b/c another person's check-in packet was on the table of the room I was assigned. The woman I spoke to said she would ask and placed me on hold for less than a minute to check on it and told me the person had not liked the room and had moved.

The call centers are trained to lie and act as if they are the front desk. In fact I was told that connecting calls through to the resort counts against them. They do have access to some front desk info on their computers.

Bill

 

[Sammie]

One of the best examples of WDW's poor customer service is the fact that when you call the front desk from your room of any WDW resort, you get a call center instead of the front desk. If you need to talk to someone actually located at your hotel, ask to be transferred to the back of the house. Either that, or head to the lobby and talk to someone face to face. It's a hassle and not very customer service friendly, IMO.

It's a nightmare and the sad thing is we all suffer with it now thanks to all those guests that called the front desk, "Before" they even arrived, wanting to talk to someone at the resort about thier requests. It got so out of hand they went to this system.

 

[missy2217]

I would be raging with noise like that at 7:00 am

 

[disneynutz]

It's a nightmare and the sad thing is we all suffer with it now thanks to all those guests that called the front desk, "Before" they even arrived, wanting to talk to someone at the resort about their requests. It got so out of hand they went to this system.

I don't think that's it at all. If you don't want to take request calls, you put an announcement on the line explaining that to your callers, then you stop taking requests. You don't cut all calls off just because of requests.

I was told that it was a cost cutting measure. Not answering calls at the front desk reduced the number of front desk cast members and replaced them with lower paid call center employees.

It may have save Disney money, but it has also negatively affected guest relations.

We found out about the call centers a couple of years ago. Our family got a bad case of food bacteria while at WDW. We spent a couple of days in the hospital and I called ahead to arrange for wheel chair for our adult daughter. I was assured that one would be waiting for us. It was 5:00 AM when we got back to our resort, guess what, no wheel chair. I talked to the front desk and they explained that it wasn't their fault because they never got the information and that there wasn't any wheel chairs available. My daughter made it from the Taxi to the lobby where she sat for an hour sick to her stomach until someone found us a wheel chair and we got back to our room.

The management of the resort apologized but made it clear that it wasn't the resorts fault because they never received the info from the call center. I explained that as far as I was concerned, it was a Disney failure, period.

Bill

 

[KAT4DISNEY]

The call centers are trained to lie and act as if they are the front desk. In fact I was told that connecting calls through to the resort counts against them. They do have access to some front desk info on their computers.

Bill

Well that's very nice of Disney! I was surprised but would not think they would be told to lie. I once worked someplace that wanted me to lie to customers. I quit.

I feel that either be willing to accept the flack about how you do business or stop doing it that way. Lying isn't appropriate.

 

[stitch'sgirl]

We were not there, but Dh told me that one last week one of our local radio stations was broadcasting live from BLT. I thought he was confused!

I listen to XM so missed it.

Did you tell him he was right?

 

[disneynutz]

Well that's very nice of Disney! I was surprised but would not think they would be told to lie. I once worked someplace that wanted me to lie to customers. I quit.

I feel that either be willing to accept the flack about how you do business or stop doing it that way. Lying isn't appropriate.

I agree, and I know that using the word "lie" is harsh but I don't know a better word.

Last December at BWV we had 3 defective refrigerators. I had been dealing with maintenance and I had enough. I knew that dialing the front desk from the room phone would probably get me the call center but I thought that I would give it a try. I asked to speak to the operations manager and was told that she wasn't available. I asked if I was speaking to the front desk or the call center, I was told the front desk. I asked who was in charge and I was asked to explain my problem which I did. I was told that a manager would call me back. I get a call from Mousekeeping asking me what the problem was, I explain again and I am told that it's a maintenance problem. The Mousekeeping manager tells me that she will have maintenance call me. They do and bring me my 3rd refrigerator.

About an hour later, I get a call from a manager at BWI. I explain what has been going on and she tells me that the call center should have contacted her but they made a mistake and contacted Mousekeeping instead.

Bill

 

[LIFERBABE]

Did you tell him he was right?

Yes I did! Right after posting to this thread
It was more the radio station than it was my DH. K104 and Disney was the confusing part, but I guess they were there!
I believe the op about the bleeps if they were there!

 

[Sammie]

I don't think that's it at all. If you don't want to take request calls, you put an announcement on the line explaining that to your callers, then you stop taking requests. You don't cut all calls off just because of requests.

I was told that it was a cost cutting measure. Not answering calls at the front desk reduced the number of front desk cast members and replaced them with lower paid call center employees.

It may have save Disney money, but it has also negatively affected guest relations.

We found out about the call centers a couple of years ago. Our family got a bad case of food bacteria while at WDW. We spent a couple of days in the hospital and I called ahead to arrange for wheel chair for our adult daughter. I was assured that one would be waiting for us. It was 5:00 AM when we got back to our resort, guess what, no wheel chair. I talked to the front desk and they explained that it wasn't their fault because they never got the information and that there wasn't any wheel chairs available. My daughter made it from the Taxi to the lobby where she sat for an hour sick to her stomach until someone found us a wheel chair and we got back to our room.

The management of the resort apologized but made it clear that it wasn't the resorts fault because they never received the info from the call center. I explained that as far as I was concerned, it was a Disney failure, period.

Bill

6 of one, half a dozen of another, same thing. They were receiving so many calls to the Front Desk from outside the resort, guests making requests, asking questions etc, etc. they were over working the front desk, so additional personnel was needed to answer all the calls coming to the front desk.

So when the calls were rerouted to the Call Center the did not need the extra personnel, so yes it saved them money.

 

[KAT4DISNEY]

6 of one, half a dozen of another, same thing. They were receiving so many calls to the Front Desk from outside the resort, guests making requests, asking questions etc, etc. they were over working the front desk, so additional personnel was needed to answer all the calls coming to the front desk.

So when the calls were rerouted to the Call Center the did not need the extra personnel, so yes it saved them money.

Yes, but it's extra personnel at the resort to deal more effectively with problems and provide greater guest service or extra personnel at some other site and unhappy guests that have problems they repeatedly have to follow up on. I'd say that fact the the call center people do not admit that they are not on site is a good indicator that the current set up is less than ideal.