Anyone know how to contact Manager of Boardwalk Resort- Bad experience LONG

[Cmbar]

My girlfriend's family had a really bad experience at the BWV this past week. Checkin was almost an hour long - and I am talking at the desk with the CM, not waiting in line. Lots of confusion and mishaps because she was paying for dining and tickets with Disney rewards points. But more the problem is her reservation had 5 people -2 adults, 2 children and one infant. When they finally got their room keys it was for 2 adults 1 child. When she realized she only had three keys, she went back and they said well you are "adding" a child now. So they fixed the room keys and gave her the extra kid's key. She definitely got an attitude that this was her fault. No apology for the mix up of the original CM.

Also, she had to go back and forth between checkin counter and guest services. Evidently she could pay for the dining plan at the Checkin counter, but had to go over to Guest Services to get the park tickets put on. I was told that she should have been able to add tickets and dining at checkin. She was staying at the DVC side, but I was under the understanding that the same CM's do BWV and BWI.

So we all go to dinner and her Dining credits are only for 2adult and 1 child. Very frustrating to start a trip that way. So she goes to the guest services when she returns from the park at 9:30 pm and asked to have the credits fixed. She had a terrible CM and said there was nothing they could do to help her she had to come back in the morning or they would have someone call her. So she had to go to GS in the morning and they "added" her extra child the whole time giving her real attitude and she was simply devastated, since she booked the reservation correctly to begin with and the CM checking them in just messed up.

They never asked if she wanted to attach a credit card to her room key, and she didn't think to ask because she assumed they took the Credit Card info from the payment she made for the room. So she wasn't able to charge back to her room using her room key. She was a newbie!

But the worst thing is the dining credits were not calculating correctly after they got the 2nd child "added". Now she goes to speak to them and they said the credits for the extra kid will be adding DAILY? What ? She actually had to write down what credit they were using because she can't rely on the printout from places. AND to boot the BW area is really, really bad about letting you use your dining credits. Absolutely no place to use counter service for children meals. By the end of her trip she had so many CS and Snacks left and they just told her that she could buy danishes at the bakery and the CS would only count as one snack credit and two drinks. WHAT? By the end of the trip she was in tears with something ridiculous in tons of snacks and CS left. While not good management on her part because she didn't use them in the parks they did come back to swin each afternoon, so they really planned on eating lunch at the resort.

It was very frustrating that most of the CM's were not helpful (the bakery, the Checkin, Guest Services, and she even was told by the waiter at Big River grill that Disney doesn't own them so his tip would not be that much, so she gave him extra cash) The dining plan was a complete bust for them.

Finally about 15 minutes before they catch the bus back to the airport a CM manager sees her crying at the Guest Service desk asking them how she can use the left over credits and he tells her she can go to the general store and use those snack credits. She was so upset that she couldn't even listen to his directions (the whole time stressing about the ME bus) So the CM personally walks her there and tells the cashier to help her.

So at least at the very last minute she had someone help her, but for this being this families very first trip to Disney, it was very unmagical. I told her she really needs to let the resort know that she had quite a few bad experiences with the CM's and that the whole point of the dining plan, which was to not think about paying for food, was ruined because they messed up all the credits and she couldn't keep track and there was very little places she could use them around there. The last CM did tell her this happens all the time..... Well DUH fix the problem!

Do you think she should write a letter? She is not expecting anything, but an apology would go a long way in helping this family find something good in this situation. They still loved the parks, and their room was lovely, but it just shouldn't be that hard to get those tickets and credits right. I feel terrible because we recomended the BWV for her because we had a lovely stay there (this was prior to dining plan though)

Does anyone have contact information for manager there, or advice on who to write a letter to? Thanks, sorry so long!

 

[Sammie]

The best place to write is: wdw.guest.communications@disneyworld.com

Addressing it to the manager will simply delay it going to the proper place; Guest Communications. Managers are not going to and do not have the time to read emails or letters from guests. After sending the letter to Guest Communications they proper areas will be notified of problems. For example the Front Desk manager, food and beverage.

She needs to be very specific, trying to recall, names if possible, time of day this happened, date, her reservation number, etc.

Also I would leave out the complaint about not having a good counter service as contributing to the problem. I would simply say they were disappointed in the lack of counter service option.

I can never recommend the BW or even the Yacht and Beach for anyone really needing a good counter service option, because they don't offer one.

Did she pay cash for her room? Just wondered if she was a DVC member if so, she also needs to contact Member Services.

 

[CR Resort Fan 4 Life]

I can never recommend the BW or even the Yacht and Beach for anyone really needing a good counter service option, because they don't offer one.

The lack of a good counter service location is the reason why I don't ever see my family and I wanting to try the Boardwalk. Out of all the Epcot Resorts it's my favorite one and it looks very nice along with the theme, however since they don't have a counter service location like Captin Cook's at the Polynesian, or Gasparilla's Grill & Games at the Grand Floridian, we think that is a negative factor for us.

 

[goofy4tink]

I would have asked to see a manager right then and there...rather than wait until returning home. I have had very good service at BW, but on one occasion I did get a CM who seemed to be a bit confused as to what was going on. At least I knew what was supposed to happen! But if you put a WDW newbie together with a clueless CM at the front desk, things are going to go wrong, sad to say.
So...at this late date, it is going to be much better to send off an email to guest communications as suggested earlier. I would also not complain about the lack of counter service options..that should have been understood before arrival. It is the one thing I don't like about BW, but since it's my 'WDW home' I make do with what they have.

 

[Cmbar]

So...at this late date, it is going to be much better to send off an email to guest communications as suggested earlier. I would also not complain about the lack of counter service options..that should have been understood before arrival. It is the one thing I don't like about BW, but since it's my 'WDW home' I make do with what they have.

How would someone know they didn't have a Counter service options for dining plan? I know WE know because we frequent the boards, but to assume a newbie at WDW should know that seems kinda crazy. And for that matter, Why Don't they have a place like that? She didn't understand what it meant to not have anyplace to use points. She spent a fortune on food because she would have had to get on a boat or a bus to use her points. Even the Spoodles pizza can't be used anymore. She certainly wouldn't have bought the dining plan, but wanted the ease of not thinking about what she was buying-- lotta good that did her because the clueless CM's and very unfriendly and unhelpful CM's made sure the dining plan was messed up. Maybe the lack of options wouldn't have been exsaperated if she actually had the points correct in the first place.

Goofy4Tink : As an owner of BWV you are satisfied that they won't ever fix this problem? I can understand someone in a villa not having so much of a problem, they can buy some groceries for a quick breakfast or lunch, but what about the people in the INN? Shouldn't Disney hear complaints about that being the only resort without a Counter service? Maybe we don't need to put it in the letter about really poor service, but there must be some response to the CM manager saying we "get this problem all the time" - uh well do something about it!

Sorry to gripe, but when someone gets royally mistreated at every step on their first trip, Disney needs to know that.

Thank you for the link to send our complaint about the horrible checkin and screw up of her dining plan. We won't put in the part about lack of choices. Don't the DVC owners have say in what they want? I don't think they had Gassparillas at the GF originally, but now they do, so maybe they could add a CS location to the BWI?

JMO! Thanks again!

 

[hoosll]

Arriving BWV next week for first time and OP has faced my WORST fears. I don't paln to eat lunches at the resort but I wish there was a better choice for breakfast - Im taking coffee and oatmeal with me ....

I never use my snack credits as we don't eat between meals - they are a total waste for us which is why I won't use dining plan in the future - I have been getting my money's worth at TS with tips, appie and dessert.

I truly wish they would evict something on BW and put in a decent CS.

 

[Cmbar]

Arriving BWV next week for first time and OP has faced my WORST fears. I don't paln to eat lunches at the resort but I wish there was a better choice for breakfast - Im taking coffee and oatmeal with me ....

I never use my snack credits as we don't eat between meals - they are a total waste for us which is why I won't use dining plan in the future - I have been getting my money's worth at TS with tips, appie and dessert.

I truly wish they would evict something on BW and put in a decent CS.

Just so you know, my friend was able to use snack credits at the general store for things like "goofy candy" Bags of pretzels that had characters. Like I mentioned the CM walked her down personally, so I am not sure if this is normal, but it made for nice take home gifts. She gave some to the lady that got her mail, fed her pet... stuff like that, so don't let your credits go to waste. Also you can use your snacks for bakery items, so maybe they have bagel or muffins for your breakfast and you can combine that with your oatmeal. Only problem is it is a LONG walk to the bakery depending on where you are put!

Have fun and I hope I didn't scare you too much

I would just make sure you don't let them get away with any bad service. My girlfriend was way too nice and as a newbie didn't know what was supposed to happen. We would meet up with them and she would be so confused about the dining credits. We were the same number of people, so when my credit came back correct and her didn't she was so confused. She just knew she had to go to Guest Services Waaay to many times to keep getting things fixed. Felt very bad for her, with three little children. They were physically and emotionally wiped out by the end of that trip.

She did say the room was lovely!!

 

[Cmbar]

Thank you so much LuvDisney2006!

Was your experience similar? Do you think this warrants a letter and did you get any response from them? I really think it needs to be written, although nobody likes writing a complaint letter. She is going to write also about the CM that helped her at the end.

 

[goofy4tink]

How would someone know they didn't have a Counter service options for dining plan? I know WE know because we frequent the boards, but to assume a newbie at WDW should know that seems kinda crazy. And for that matter, Why Don't they have a place like that? She didn't understand what it meant to not have anyplace to use points. She spent a fortune on food because she would have had to get on a boat or a bus to use her points. Even the Spoodles pizza can't be used anymore. She certainly wouldn't have bought the dining plan, but wanted the ease of not thinking about what she was buying-- lotta good that did her because the clueless CM's and very unfriendly and unhelpful CM's made sure the dining plan was messed up. Maybe the lack of options wouldn't have been exsaperated if she actually had the points correct in the first place.

Goofy4Tink : As an owner of BWV you are satisfied that they won't ever fix this problem? I can understand someone in a villa not having so much of a problem, they can buy some groceries for a quick breakfast or lunch, but what about the people in the INN? Shouldn't Disney hear complaints about that being the only resort without a Counter service? Maybe we don't need to put it in the letter about really poor service, but there must be some response to the CM manager saying we "get this problem all the time" - uh well do something about it!

Sorry to gripe, but when someone gets royally mistreated at every step on their first trip, Disney needs to know that.

Thank you for the link to send our complaint about the horrible checkin and screw up of her dining plan. We won't put in the part about lack of choices. Don't the DVC owners have say in what they want? I don't think they had Gassparillas at the GF originally, but now they do, so maybe they could add a CS location to the BWI?

JMO! Thanks again!

I truly believe that people need to do their homework before shelling out a ton of money at WDW. Your friend (and lucky to have a knowledgable friend like you) could have researched her options. Is everything out there and easy to find? Maybe not, but it's all explained in a myriad of guide books and websites. I'm truly sorry your friend felt that she didn't get what she paid for or that she had a bad experience.
Do I wish BW had a counter service area? I do believe I said it's the one thing I don't like about BW..I wish they put in even a small grab and go area like the Marketplace at BC..anything would be better than what they have now. Believe me...although I do own DVC at BWV, I still hold BW to a pretty high standard. Maybe because I do own there. I have often made a comment about the lack of quick food options there. Hopefully, some time down the road, they will add something there. A lot of people, myself included, would be very happy.
I'm really more concerned with the non-helpfullness of the CMs..that is truly appalling. That just shouldn't have happened. I don't care if someone is still training, they should have someone with them. It is not fair to have such a negative iimpact on someone's very expensive trip. The manager needed to know about that. An obvious lack of concern for the guest is inexcusable. Does every action have to be magical? No, but it has to be friendly and helpful. This is someone's vacation here....the CM's job is to make that vacation as good as they possibly can.
I'm sorry if I came off as uncaring towards your friends situation. That is far from how I meant it. I just hate to have someone come back home, and then try to address an issue. It is always a better thing to address it at the time..with management. I have always found the manager at BW to be very helpful...and yes, I have had some not so nice situations, but they were remedied right then.

 

[newjmom]

I agree, you definitely have to do your homeowrk before going to Disney.
I checked into AKL 11/1 , also with 3 kids. We paid for a pool view bunk room. Had I not been on these boards I would not have known I paid extra for the pool views and bunks. Our first room had a view of a tree. I walked back to CS (long trek) and got a second room (2 long trips to CS since keys did not work 1st time) and got a view of an even bigger tree. I was told someone would call me from "the back", I waited and waited by myself, did not know where my family was at this point, noone called, I finally called and the FOURTH person finally helped me get a room with a decesnt view. I never would have been so adament had I not known I was paying extra for this view. An d yes this did take an hour to get an acceptable room. My point is even at Disney you have to know your stuff and be persistent.
We also had a problem with the DIning Plan. We ate at Prime Time in Epcot and they charged us for the next tables Dinners (3 adults and 1 child vs. 2 A and 2 Ch)...our waitress told us it was just a computer error, then the hostess desk told us they fixed it on our card, but we double checked when we got back to the hotel and the Concierge at our hotel had to manually fix it when we got back.
Disney is not fool proof and you definitely have to check your receipts and double check what people are telling you to make sure you get what you are paying for.
I hope your friend writes and gets some satisfaction. Starting a vacation like that definelty puts a damper on things and can make you an emotional wreck.

 

[A_NY_Outlaw]

The best place to write is: wdw.guest.communications@disneyworld.com

Addressing it to the manager will simply delay it going to the proper place; Guest Communications. Managers are not going to and do not have the time to read emails or letters from guests. After sending the letter to Guest Communications they proper areas will be notified of problems. For example the Front Desk manager, food and beverage.

She needs to be very specific, trying to recall, names if possible, time of day this happened, date, her reservation number, etc.

Also I would leave out the complaint about not having a good counter service as contributing to the problem. I would simply say they were disappointed in the lack of counter service option.

I can never recommend the BW or even the Yacht and Beach for anyone really needing a good counter service option, because they don't offer one.

Did she pay cash for her room? Just wondered if she was a DVC member if so, she also needs to contact Member Services.

I wish I knew about this link when I had my miserable experience at FQ this past April. That was one terrible resort and the CM's were even worse!

 

[Allegro]

I truly believe that people need to do their homework before shelling out a ton of money at WDW. Your friend (and lucky to have a knowledgable friend like you) could have researched her options. Is everything out there and easy to find? Maybe not, but it's all explained in a myriad of guide books and websites.

You know I have to agree here. So many people use the excuse that "they didn't know because they didn't research." Ummm... that's not Disney's fault. Yes, the CMs should have been more helpful to your friend but she has to wear some of this as well. It was blantantly obvious to me that the DDP wasn't for her at all. That the resort probably wasn't for her either because of her family's needs.

I'm essentially a newbie. My DH and I honeymooned at Disney. We stayed off site. We had a great time that I wouldn't change for anything. We missed SOOOOOOOOOOO much because it never occured to me to do any research. But we were two adults on our honeymoon - it didn't matter. This trip we're going with our two kids. It's not as easy to "wing" a vacation with kids and I've done my research carefully. I bought a guide book. I read it cover to cover. Before I picked a resort I did some research both with my guidebook and online. I wanted a resort that would suit MY family. Part of that was knowing that we had dining options that would work for us with a 5 yr old and a 3 yr old. Before we laid out for the DDP we researched our options. We weighed the utility of a meal plan with our kids eating habits. The DDP is a big outlay of money and its NOT for everyone. We think it will work for us but we've also resigned ourselves to the fact that it probably won't save us any money. It's not the kind of thing I think you can use without some planning. I have a list of counter service restaurants that will work for us on particular days for instance.

I'm sorry you girl friend had such lousy service. The screw up with the dinning credits just sounds bizarre and a sympathetic ear and someone to suggest some options would have been nice. But I'm not sure where her responsiblity ended and the CM's began. Honestly, if it were me I'd be furious but objectively except for the dining credit mix-up tied to the bad check-in there's not much else to complain about.

 

[Cmbar]

I'm sorry you girl friend had such lousy service. The screw up with the dinning credits just sounds bizarre and a sympathetic ear and someone to suggest some options would have been nice. But I'm not sure where her responsiblity ended and the CM's began. Honestly, if it were me I'd be furious but objectively except for the dining credit mix-up tied to the bad check-in there's not much else to complain about.

Allegro, I'm sure if you look back at the post you will see where I mentioned that she knew her management of the dining credits was her fault since she didn't use all of them in the parks which is basically the ONLY place she could have used them. And I agree the biggest dissappointment was that NONE of the CM's with the exception of the last one, were helpful. She was even on the phone with me while I was cashing in my left over credits - it does happen, even the best researcher and laid out plans, don't ALWAYS work at Disney, and you may be surprised that you aren't able to use all your credits before you go - and the Grand Floridian CM was saying here you go, three snacks equals one Counter Service. NO PROBLEM. The Boardwalk people were very indifferent and very UNAPOLOGETIC saying nope, can't do that. Even the GF CM said, "There just not nice over there! I used to work there and they make it difficult". That was Disney's own CM saying that! So I don't think my friend was being unreasonable in expecting some help from the CM's.

I understand you do research, and I have to say, that for the price you pay to go to Disney and the expected service you are aniticpating, my friend should not have had this major of screw ups and combine that with "sorry can't help you" all the time, was just ridiculous on top of the distinct impression that she had made the error. I totally agree that BWV was not for their family, truth is I can't see what "family" it would be for. There is absolutely nothing of value if in the end you have really bad service. She wasn't expecting them to wait on them hand in foot, she just was expecting a trip where she didn't have to spend an inordinate amout of time at Guest Services while Disney fixed THEIR messes.

Her responsibilty was to book the reservation correctly, which she did. She also inquired and made sure she could buy the dining plan and her tickets at Checkin with her Visa Reward points. Which she was told "Yes, absolutely". That was not the case because her front Desk CM was clueless. ALso, her responsibilty was to book and pay for the correct number of people on the dining plan. Which she did. The CM's responsibility was to do it correctly the first time. Then when she comes back they should have helped her and not made her wait and go back to Guest Services again the next morning. Then when they screwed up that card, they should not have lied to her and told her that the credits for the kid was adding daily. Im sure in your research you know that the dining credits are a pool and as you use them they get deducted. Disney's responsibility was to have the correct number of dining credits on the parent's card. She did not screw this up they did and the biggest dissappointment was that they were very unaplogetic. Even a Newbie should be able to expect that they will at least give them correct tickets and dining credit no matter if she researched or not.

So in response to your post, I would say my friend's responsibily was to use the dining plan to the best of her ability outside of her resort. Of course. since the CM manager at the end said "we have this problem all the time" I believe it is Disney's responsibilty to fix it.

Also, If they aren't going to work out a deal with the vendors who had kids food right outside on the boardwalk to take the dining credits, then I think it would be a courtesy to inform the guests of the BWI/BWV you can't use most of your dining plan credits here. Your right it is not a responsibilty but a courtesy. Guests need to remind the management of this resort that they have a problem not having a place for guests to refill a mug and a place for them to get quick eats. How stinkin hard would it be to at least put in one self service coke machine in the bakery?

Sorry if I sound defensive, the truth is we did research this resort and while again the dining plan isn't best utilized here, she wanted the ease of the plan for when they did the parks. But because they never had the credits listed correctly to begin with it made the dining plan a real pain.

 

[DebbieB]

I own DVC at BWV and the lack of counter service is about my only complaint. I wish they would open something similiar to what they put in at the Beach Club. This was brought up at a member meeting I went to about 4 years ago, they said they were going to add more options at the pizza window but I don't think they did. The area where the former kid's club was is still empty, I think they could open something there. The bakery doesn't have alot of good options.

 

[byoung]

Arriving BWV next week for first time and OP has faced my WORST fears. I don't paln to eat lunches at the resort but I wish there was a better choice for breakfast - Im taking coffee and oatmeal with me ....

I never use my snack credits as we don't eat between meals - they are a total waste for us which is why I won't use dining plan in the future - I have been getting my money's worth at TS with tips, appie and dessert.

I truly wish they would evict something on BW and put in a decent CS.

Can use the snack credits in the store for any foiod under $4. Box of donuts, you can take to rm, large bag of chips, water soda etc.

 

[TheRustyScupper]

1) Buying tickets at Concierge Desk
. . . if tickets were part of a package, they are added at check-in desk
. . . if bought separately, they are added at Concierge Desk
2) Missing Child
. . . if child was on original ressie, the Front Desk CM could have corrected it
. . . all Front Desk CM's are trained in this eventuality
. . . it happens frequently
3) Correcting DDP coupons
. . . the Concierge Desk could change this very easily
. . . coupons get mixed up a lot, and are easily straightened out
. . . often this happens when meals are charged to keys and not to DDP
. . . the CM should have just a few questions, then fixed the coupon problem
4) Long check-in
. . . unfortunately, with DME, there are uneven crowd appearances
. . . sometimes the check-in gets overloaded and it can be a while
. . . however, the Front Desk Assistant should have gotten added help
. . . there are not extra CM's around, but managers could have helped

5) Being told "nothing can be done"
. . . there is ALWAYS SOMETHING that can be done to correct problems

NOTE: Obviously, the lady got the wrong CM's, both Front Desk (check-in) and Concierge Desk. All the problems you mentioned could have been corrected with just a few keystrokes on the computer, taking maybe 10-15 minutes.

EDIT: My previous posts show that I critisize guests when they are wrong and WDW when they are wrong. If all the circumstances in the OP's post are accurate, then WDW was a few cards short of a full deck.

 

[Luv2Roam]

Since she was paying for DDP and tickets at check in, assuming then she was under DVC. I suppose their guests services just assumes that guests are much more seasoned since it was DVC. (If she was not there on DVC she is lucky to even be able to pay for DDP at check in, as it should never be done.)
Too bad she did not study up a little more. However equally bad she did not feel she had any assistance. It's always disappointing to read that.

 

[kaytieeldr]

Also, If they aren't going to work out a deal with the vendors who had kids food right outside on the boardwalk to take the dining credits, then I think it would be a courtesy to inform the guests of the BWI/BWV you can't use most of your dining plan credits here. Your right it is not a responsibilty but a courtesy.

You know, I have to disagree with you here. I would expect ANYONE who's going to spend close to $100 a day for an added feature of a vacation - in this case, the dining plan - to know what they're buying before they hand over their money; for example, dining plan or not, it would make sense for anyone to know what features their hotel/resort offers - probably even before choosing it. Knowing that the Boardwalk doesn't have any counter service restaurants would most likely cause one to infer that the resort doesn't have any counter service locations where the DDP could be used.

At any rate, that's my opinion. Regarding the letter - yes, she should write it. As previously posted, she should include any names, times, dates, etc., she has available.

Now, for the actual letter: Keep it brief (as much as possible considering the numerous problems she encountered), keep it factual, keep it unemotional, and check it for spelling and grammar before sending it.

 

[drew64]

A letter aboutr the lack of helpfullness, yes it should be sent but probalby not much good now.

As to lack of cCS, I woudl not include this in the letter for several reasons

- no guarantee of a CS restaurant at your resort in the DDP and it is guest's responsibility to research or ask. Those who stay at Value resorts can't use TS credits at their resorts either. Also, unless something has changed, you could use CS at the BW pool location - forget the name it has been awhile.

-CS could have been used at Hurricane Hannas at BC/YC - about a 5 minute walk away - no boat or bus needed.

-CS could have been used at any of the parks

- Snack credit is good for $4 and under items in the store at anytime during the stay

 

[Deb & Bill]

I'm with the group that says your friend needed to do a little more homework on her trip. None of the value resorts have TS restaurants attached to them, but we don't really hear about those guests complaining that they can't use their TS credits.

With the dining plan, there is a brochure available to tell you where you can use your credits. I know there was one on the DIS and on the Disney website. Should have been one at the resort desk as well. I know I'd be asking the front desk for a list of places I could use my credits if I bought the dining plan. My son used up our snack credits rather quickly getting popcorn and drinks or ice cream. And we left two CS credits on the cards when we left. Just weren't able to use them. And I think Disney counts on people not using all their credits.

And technically, unless she was going during free dining, you cannot exchange credits for alternate uses. The GF CM who may have stated that really was wrong.