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

[Cmbar]

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.

Deb and Bill,

Agreed. She did not know exactly what vendors took the dining plan. I am to take responsibility for that. Her kids love pizza and last I had checked the Pizza takeout window took credits. In fact I have a dining brochure from when we went to Disney last and it lists the Spoodles Pizza window so I guess I have to take responsibility for that since when I went to the Allears and went to dining plan it clearly states Spoodles, but I should have known that they took off the pizza window. I saw spoodles and just missed it wasn't in the CS area. And someone mentioned that you could get something at the pool but that probably also is gone since it is not in the brochure we received. Also, one note in the brochure it states Boardwalk Bakery and Belle Vue lounge for CS, but none of them have any children meals. Kinda silly if your at Disney, don't you think?

I don't want to argue with anyone about Boardwalk. Clearly it was inconvenient in regards to eating something quick. Nobody can deny that, and quite frankly I simply don't see why everyone doesn't understand that that is frustrating especially when the CM's were NOT telling her what she COULD use them for.

I also don't think it is a fair comparison to not have quick service compared to Table Service like at the Values. Unless you eat three meals a day at TS of course. I really don't think most people do that, so I do think it is significant that they don't have convenience for their guests. And what's with selling the mugs if you can't refill them anywhere?

Why was the GF lady able to process the CS credit for snack? Did she just input a meal when we walked up with six snacks for two CS left? It seemed she was doing something on the computer, so what is the deal with that? Is the boardwalk the only area where you can go to the general store and buy things under $4 for a snack? Obviously they let my friend do that since she had like 11 snacks and 8 CS left. So they must be able to override if they aren't allowed to do it otherwise.

Obviously this wouldn't have been a major problem for my friend, had she not had terrible service and just a lack of help all the way around.

 

[Cmbar]

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

Tickets were added at checkin because she was DVC. Dining Plan reservation was made when original ressie was made with member services. Reservation always said 5 people. 2 Adults 2 Children, ages 5 & 7 and 1 infant

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

My friend said the original CM looked very confused and did eventually get someone to come assist her. By the end of that transaction they only had put three people on the room keys.

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

The problem seemed to be that she didn't have the right number in the pool because each time they used them, the credits were off by one child. For instance on her first night the Crystal Palace lady took off 2A and 2C. Her receipt came back (she had 5 day trip, so 10 A credits and 10 Child credits) With 8 remaining Adult and 3 remaining kids. When she returned to Guest service at around 9:30 to 10pm, the GS CM said he couldn't help her. When the morning GS said it was fixed and it wasn't by lunch time she called again and that is when she got the "they are adding daily". Is that possible?Really irks me that this could have been an easy fix.

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

The Checkin time of 55 minutes did not include line time. She meant from the time she smiled at the first CM to when she walked away with 4 room keys (not knowing at this point the dining credits were wrong). She did have to go back and forth between GS and Checkin and she got a lot of frustration that she did something wrong. I have a copy of her reservation and it clearly states 5 people with name and ages of kids
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.

Thanks for the clarification of these things. It helps me understand that this could have been an easy fix.

One more question. She definitely should have been able to easily use her Reward Card points, right? They even had to call the Reward point people, who said she had activated all the points and they didn't understand why the CM was having trouble with it? Really my friend, had no luck! Just a really bad way to start a trip. Thanks again for the information.

 

[minnie61650]

..... Is the boardwalk the only area where you can go to the general store and buy things under $4 for a snack? Obviously they let my friend do that since she had like 11 snacks and 8 CS left. So they must be able to override if they aren't allowed to do it otherwise.

Obviously this wouldn't have been a major problem for my friend, had she not had terrible service and just a lack of help all the way around.

Most of the resorts have a little convience store area somewhere. ( at the values it is located in the back of the gift shop.) Guests can use snack credits at these "stores" to buy snacks under $ 4.

Thake a look at this thread which spells out all the snack optionsavailable:

http://disboards.com/showthread.php?t=1109080

Here is the BW list of snack items available:

BOARDWALK BAKERY
Vanilla & Chocolate Donut Rings $1.59
Raspberry Donut
Bowtie Twist Donut $2.59
Assorted Danish $2.59
Cinnamon Buns $2.59
Sticky Buns $2.59
Sugar Free Cheesecake $3.99
Cheesecake Brownie $3.99
Fruit Tart $3.99
Eclair $3.59
Cupcake $1.99
Sm. Mickey Cakes $2.79
Cereal w/milk $1.99
*regular cheesecake not a snack option
*Tiramisu not a snack option

BOARDWALK/SEASHORE SWEETS
Milk shakes
12" Goofy make your own sour sticks
Mickey mints
Goofy bag of gummies
Goofy bag of sour gummies
Fudge
Toffee slab (this is huge!)
Large Mickey sugar cookie
Mint chocolate smoothie bar (it took 3 days to finish it!)
Chocolate
Slushie
Cotton Candy
Mickey & Pluto Candy Dispensers
3 pk character lollipops
Large rice krispie treats
Candy lipstick
Mickey mints

BOARDWALK/SCREEN DOOR
1 gal. Water
1/2 gal. Milk
1/2 gal. orange juice
Loaf of wheat bread
Loaf of white bread
1/2 pound of butter
Box of Little Bites Brownies
Box of Little Bites Muffins
English muffins
Large bags of chips
Jar of dip
Box of Pop Tarts
Individual bowls of cereal
Banana, orange, apple
fruit bowl
Box of minnie's cookies
box of entenmanns doughnuts
Box of entenmanns cookies
Entenmanns coffee cake
Six count package of Thomas Bagels
Six count package of English Muffins
Rice Krispie treats
chocolate covered marshmellows $2.39
Chip & Dale trail mix
Chip & Dale sweet & salty mix
Princess bouquet of suckers
Bags of Disney candy (chewy spree,reg.spree,small spiral lollipops)
Large Mickey jawbreaker
Mickey spiral suckers (4)
Chocolate character suckers
Package of Pez (6)


Just my 2 cents.

 

[TheRustyScupper]

. . . One more question. She definitely should have been able to easily use her Reward Card points, right? They even had to call the Reward point people, who said she had activated all the points and they didn't understand why the CM was having trouble with it? . . .

1) Using Disney Visa Reward Points card is so ridiculously easy.
2) They run the card through just like a normal credit card.
3) In some transactions, they must type the 3-letter code for Rewards Card.
4) Then the CM must type the amount to be used from the card
. . . they can use all the points toward the purchase
. . . they can use some of the points toward the purchase

NOTE: The CM can easily see the balance of points on the card. I just don't see what the problem was with your friend. She certainly ran into some poorly trained CM's. Nobody has noticed a dark cloud about her, have they?

 

[Luv2Roam]

Cmbar -- Don't be hard on yourself.

I am to take responsibility for that. Her kids love pizza and last I had checked the Pizza takeout window took credits.

I think what many of us are getting at is your friend did not take responsibility for her own vacation. (And apparently no one in the group stepped up to the plate either.)
As someone pointed out, I think a prudent person would do some research once plunking down a lot of $ on a vacation, esp if they were newbies. And if they chose not to, then that is their decision.
It appears CMs could have been more helpful. However, I would hate to think anyone is having a random CM take care of all their dining arrangements, even down to snack credits.
Some people need step by step directives. And maybe your friend is one of those people. But she needs to expand her horizons and help herself too. Some of this appears to be that common sense was not there, on CMs and your friend's side.
Really am sorry she was disappointed in her vacation.

I would certainly write a letter regarding the check in and DDP credits issues. Those are perfectly legit and should not have to have been haggled over.
And be sure to mention the one CM at the end who helped. Something like that may go along way to having a CM available to help guests more readily.

 

[CoachBagFanatic]

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.=QUOTE]

I am truly sorry to hear about your friends unfortunate turn of events. Hopefully this one time will not turn her off to WDW.

I totally agree with this statement. My parents went to WDW with us for the first time in Dec 2006. I did all the planning and research so they could have the vacation of a lifetime. The only thing they had to do was check in and check out. Now we started planning their trip two years in advance and by the time the trip was here at least my mom had a bunch of knowledge under her belt. So once they arrived at least she knew what to do and say if a situation came up and who to speak to. Now don't get me wrong, my mom can definitely handle her self but WDW was a whole new experience for them.

 

[kaytieeldr]

Also, one note in the brochure it states Boardwalk Bakery and Belle Vue lounge for CS, but none of them have any children meals. Kinda silly if your at Disney, don't you think?

You'd think, but... this fact makes those two of the rare instances where child credits can be used for adult
meals.

Why was the GF lady able to process the CS credit for snack? Did she just input a meal when we walked up with six snacks for two CS left? It seemed she was doing something on the computer, so what is the deal with that?

Credits cannot be 'swapped' for a different level. That's in, if not the DDP brochure, at least the FAQ at Disneyworld.com. If a Cast Member does allow/arrange such a swap, it's an exception /pixie dust. And the Boardwalk isn't the only location where you can use snack credits in the gift shop. ANY item marked with the snack symbol - a purple and white square with an 's' on it - is considered a snack on the dining plan. I only remember vaguely at the Boardwalk - I was looking for paper clips (try finding THOSE onsite ), but am relatively certain the standard bagged snack stuff, and the non-alcholic beverages, and um, what else...chips and stuff - are all marked at the okay, what's the name of the store, something to do with needle and thread... okay, no, I see I'm entirely wrong. It's the Screen Door (thanks, Linda!)

 

[GinnyFavers]

When we stayed at Yacht Club this past February, I noticed almost all our front desk interactions were with spanking new college program cm's. They were every one of them fairly sweet and trying, but they could no more navigate the intricacies of that position than the man in the moon.

Every time, they'd have to call someone from the back who had been there a while to help them.

I smell "cheapskate hiring practices" on the part of that resort, and I wonder if the issue extends to Boardwalk.

Management seems to think those customer service desk positions should be low wage positions, I think if you really want great service, you need salaried hospitality professionals who have a reason to stay for years at a time.

The learning curve has to be at least 9 months!

 

[Cmbar]

You'd think, but... this fact makes those two of the rare instances where child credits can be used for adult
meals.
Credits cannot be 'swapped' for a different level. That's in, if not the DDP brochure, at least the FAQ at Disneyworld.com. If a Cast Member does allow/arrange such a swap, it's an exception /pixie dust. And the Boardwalk isn't the only location where you can use snack credits in the gift shop. ANY item marked with the snack symbol - a purple and white square with an 's' on it - is considered a snack on the dining plan. I only remember vaguely at the Boardwalk - I was looking for paper clips (try finding THOSE onsite ), but am relatively certain the standard bagged snack stuff, and the non-alcholic beverages, and um, what else...chips and stuff - are all marked at the okay, what's the name of the store, something to do with needle and thread... okay, no, I see I'm entirely wrong. It's the Screen Door (thanks, Linda!)

I just want to say that I probably hindered my friend more than anyone. I told her that Spoodles would work and she was planning on that for few days while at the pool. Let me make this clear. SHE did not expect anyone else to tell her how to use her credits. She did rely on my experience and research. I did drop the ball because I told her that she could use it for the pizza. She also went to the sit down Spoodles one night so she was confused when they wouldn't let her use it for CS. And those snacks at the General store are not marked with the DP. But she did have them tell her that they could use them for anything under $4. I thought I told her that, but even I knew that but was still confused when I stood there at the GF trying to use my snack too. You can do lots of research and I have been on this board for years and go to Disney each year, and even I can't keep up with the changes, especially in the Boardwalk resort area.

Thanks for all the answers to my questions. I really feel responsible for some of her stress, but really the whole checkin, messup with the dining plan, was her real gripe. The other stuff was just easy to gripe about because by the end of the trip she felt so frustrated. Not Disney's problem.


Rusty:
Normally she is the most positive person I know and she told me many times not to be upset over these mishaps, but I do feel that they did have very bad service and luck at the resort. Mix up on room keys, dining plan and that their Reward card didn't work right was really a sad start.

 

[Deb & Bill]

...She also went to the sit down Spoodles one night so she was confused when they wouldn't let her use it for CS. ....

Now that was just someone who didn't have a clue. Why on earth would she think she could sit down at a table, have someone take her order off the menu, bring her the food she ordered and then use a Counter Service credit?

 

[Cmbar]

Now that was just someone who didn't have a clue. Why on earth would she think she could sit down at a table, have someone take her order off the menu, bring her the food she ordered and then use a Counter Service credit?

I don't know why I feel the need to defend my friend here. For goodness sake she is a pychologist - not a dumb person and she thinks about what people think all the time
BUT

A: She went to Spoodle for a SIT DOWN and used the Table Service credits.

B: I told her the TAKEOUT window took the CS. Because it did when we were there last year.

C: She was not cluesless because it makes perfect sense that Spoodles SIT DOWN took the DINING PLAN for a TABLE SERVICE. If you are a newbie and experience that the stupid sit down place takes the dining plan, then it is not unreasonable to think that the Counter Service part of the Restaurant takes Counter Service credits! Especially when you have your friend telling you it does, SINCE it DID just last year. I have it on the dining plan list right in front of me that we received last year. So again, I should have known that they dropped the CS option from Spoodles. I just don't think it was unreasonable for her to be confused since she had used it at the restaurant.

Sorry, I didn't make it clear that she meant "she didn't understand why they wouldn't let them do counter service the next day at the takeout window since she had used the dining plan at the dinner."

 

[nbodyhome]

Now that was just someone who didn't have a clue. Why on earth would she think she could sit down at a table, have someone take her order off the menu, bring her the food she ordered and then use a Counter Service credit?

There is a counter service window with pizza. There has been confusion in the past over whether they take cs credits. They don't.

Sorry OP, about what happened with your friend. I do a TON of research before trips - but usually those are to more exotic locations, taking a Disney vacation shouldn't be a headache like that. I've been going to WDW for 30 years now, but I certainly run into cast members who don't have a clue, unfortunately. I had phone issues at the Pop this past September, it took hours of my time to get it straightened out, and many trips to the front desk.

 

[dawgsgirl]

To the OP--Sorry your friend had trouble. We all expect better service out of Disney. Also sorry for the trouble folks on here are giving you. NEVER post anything on this board that is negative toward Disney. You will get flamed. Happens every time.

 

[diznyfanatic]

I'm sorry your friends encountered all of the problems that they did at our home resort, especially at check-in. It really sounds to me like they got the misfortune of dealing with very inexperienced CMs. Also, the lack of a proper Counter Service option is the one major complaint I have about BWV.

BWV messed up our room keys and DP between adult and child credits as well, however, we noticed it while still at the desk and they were very apologetic and made the corrections immediately. It helped that the then managers DJ and Jackie were right there to make sure it was done correctly.

Did your friend ever ask to speak to a manager while still at BWV?

We hadn't been to Disney in over 5 years when we returned during Christmas 2005. We had absolutely no experience with the Dining Plan at that time either, but all it took was a few questions with concierge staff at CSR to understand it.

In addition, we had a surprise visit for a few days at OKW in 2006 from a friend who had been in Louisiana for a year with FEMA. We needed to get him added to our DP and get his park tickets, and have it all added to his room key. While it took a while, everything was handled very professionally and correctly at check in between the OKW front desk Manager and Member Services.

I've found that normally all it takes is one chat with a Manager to get any questions answered and any problems straightened out.

I really hope this trip didn't sour your friends on Disney.

 

[Dis Ohana]

Cmbar: I'm so sorry to hear about the problems your friend encountered. This will be my first trip to WDW as well. I have done tons of research to prepare, but I would still rely on the CM's to give direction and at the very least, do their jobs correctly. I've read numerous posts about how the Spoodles pizza counter does take the DDP, so it seems no matter how prepared you think you are, things can change on a whim.
I am starting my vacation at the BWI, I will now be extra careful during check-in to make sure everything is done right. It sounds like a headache to try to correct a problem after you've left the desk.

I read your report on the GF FAQ thread. I'm really bummed that you had a negative experience there as well. I am grateful that you shared this information, it will help me and others avoid the problems you experienced.

Have a wonderful and blessed Thanksgiving, everyone!

 

[nbodyhome]

I don't know if the pizza window has ever taken the CS credits? And there are some other places that don't (that you would think might). Like the very good ice cream stand in France.

 

[kaytieeldr]

I smell "cheapskate hiring practices" on the part of that resort, and I wonder if the issue extends to Boardwalk.

Not at all (or, at least, not unique to one or two resorts). Disney gets a LOT of its Cast Members via the College Program. I can't tell you how long this program has existed, but I think I've seen comments from posters who were CPers fifteen or so years ago. College Program = work experience in - ideally - one's chosen major.

Especially when you have your friend telling you it does, SINCE it DID just last year.

Yeah, okay - we'll let you accept the blame for THIS one, Cmbar As an experienced DISer/Disney visitor, you could reasonably have been expected to be aware that some changes were made from the 2006 DDP to the 2007 version (change in locations accepting the DDP, change in enforcement of the use of child credits).
So, while she's writing the letter to Disney, she should fire off a brief complaint to you, too

 

[Cmbar]

Yeah, okay - we'll let you accept the blame for THIS one, Cmbar As an experienced DISer/Disney visitor, you could reasonably have been expected to be aware that some changes were made from the 2006 DDP to the 2007 version (change in locations accepting the DDP, change in enforcement of the use of child credits).
So, while she's writing the letter to Disney, she should fire off a brief complaint to you, too

That made my day! I will have to tell her that!

 

[Cmbar]

Disnzfanatic. No I am afraid she did not speak to a manager at the time. Again, it was her first time and we were staying at a different resort, so I wasn't there at checkin to help her. I know that going to Management at the time would have been the appropriate thing to do, but she just wanted to get the problem solved and move on. Everytime she left the desk, she was told problems were fixed, it was only when she was out at the parks that she would realized something wasn't fixed. But the lack of helpfulness and the attitude (which surprised her the most) should have been reported to the manager. I know she just felt overwhelmed by the confusion. And while I research and research and am a frequent guest, Disney is overwhelming. There is no way someone can prepare for this trip and not get thrown for a loop when you have so many problems.


Disohana, Thank you for your kind words. Of course, this won't stop US from going back to Disney. My friend said she is still going to rack up points on the Disney Visa for the next trip, but definitely won't be staying at the Boardwalk area. I hope you have a problem free checkin at the BWI! The resort is lovely and my friend said the room was beautiful and of course they loved the pool!
She really had bad luck come to think of it, because her son went down the slide and when he got to the pool at the bottom, he must have looked like he was floundering because the lifeguard jumped in (full clothes) and got him. She looked over and saw the lifeguard jump in and said, "oh no thats my kid!" The lifeguard said he really was fine, but she just wanted to make sure. She did say she was grateful for that wonderful helpful Lifeguard! So there were good experiences as well!

dawsgirl: You are right, it is always the guest fault and not Disney, but there have been some good post too understanding the dissappointment and RustyScupper always gives an honest assesment of his thoughts and some helpful information about the process.

I wrote the post just after we got back and it was still fresh with frustation for her, so I understand people feeling like we were complaining. I hate complaining but what else are the Disboards for but to share your experiences so someone else can learn from it. I don't think BWI/BWV are bad resorts, just this trip they had really bad service and the lack of CS and mug refill is unique to that resort so I hope whoever is going in the future will not make the same mistake they did and get a mug or seriously consider whether they will be able to use the dining plan.

I also think she needed to write management to let them know and I was glad someone was able to give me that information for her.

Thanks everyone for your kind comments! The DIS Rocks!

 

[Cmbar]

Moderator or LuvDisney2006

Did you pull your post about the email address to the manager? My friend finally wrote the letter and I was going to send the email address for the BW manager and now it is gone? Does anyone else see the post anymore? Luvs4Disney can you please PM if you still have the information.

Thank you for any help. I know we can still use the generic WDW guest link, but I would like to understand why the Boardwalk Manager post is now gone. Am I losing it???