Bad Day at Blackrock ... and OKW **UPDATED on page 9**

[LisaUK]

Hi just wanted to have my say too...

We have been members since 93 and I have to say that we have experienced a much lower satisfaction with our room allocation in the last year. We always book 11 months out and put in requests. We suffer from arriving late at the airport from the UK. So much so that I don't relax until I have my room assignment in my hand.

Back in August last year we arrived at around 6pm at MCO. We then spent 2hrs 30 mins queueing for our rental car (what a nightmare that was) When we finally got to the resort it was around 9pm. We had been travelling 9 hours on the flight my two kids were exhausted. My only request was to be near old turtle pond - we love the pool - I ended up in the back of beyond at the smallest pool - I could have cried. I tried the friendly approach, he went thru the magic door - and confirmed nothing else was available. My family of 4 were due to be in a studio for 10 nights, I was not happy but I needed my bed and gave up. When we got to the room it was disabled access. There was a fridge by the bed buzzing, and there was no bath - with two kids on board how was i gonna get them washed. I called up the front desk, i had not been advised it was disabled access, I explained the situation and am ashamed to say nearly cried down the phone. Well let me recommend it to everyone. They took pity on us (and so they should) they asked us to wait while they worked their pixie dust and we went back to the desk to change over keys. we ended up in a nice building near old turtle pond road just where we wanted to be in the first place. How does that happen you wonder. Well by the time we left we were the only people left in that particular building. I think the rooms were ready they just didn't want to open the building at the time. It wasn't a case of there not being any rooms available it is a case of it being their preference not to open buildings. Can this be right?

When we went back in December we stayed somewhere else for 3 nights and made sure we were at check in at 9.30pm in the morning ... we had the best rooms ever ...

We go again in July and we are staying elsewhere for the first night and planning to pull the same early check in - how ridiculous that as an owner at OKW I need to factor this in to my vacation plans. I want to be able to go straight to my "home" when I arrive. I feel like I have to check into a neighbours for the night !!!!

I share your frustrations ...

 

[momoftwins]

these rooms are not condusive to those with or without disabilities. We also booked at the 11 mo window at our home resort - BCV. We also got a handicapped studio room. It wasn't so much that I had a problem with a handicap room, I had a problem with:

1. We had no - I mean no storage in the bathroom. We had to put our toiletries on the floor!

2. There is none - I do mean no counter space to prepare food on.

3. The mattress on the pullout sofa was the worst mattress I have ever seen. It was so bad, you could see the outline of the springs. I called mousekeeping for an egg crate and they never brought one. They did bring several sheets/blankets so we could try and wrap the mattress.


Correct me if I am wrong, but I do believe that someone with a disability uses toiletries - thus needs storage, needs counter space to make food, and likes a comfy bed to sleep on. To me, for a resort of this reputation there is no excuse. If anything a handicap room should be in top shape.

During our stay, the entire frame of the mirror in the bathroom fell off the wall. If you have ever stayed at BCV, you know how big this frame is. If it wasn't for the light fixture, it would have fallen right on my head. We did have a few other issues, which were repaired when we called, but the point is when mousekeeping is in the room can't they do a once over and call in the repairs!

I won't just beat up on BCV. We moved over to the VWL for a couple of days to a nonhandicapped room. It had a broken ceiling fan, there was mold on the linoleum around the fridge, the carpeting was filthy, the toilet would not flush, the tv was broken, the remote was broken, and there were several burnt out lights. The safe was in the closet with absolutely no light at all!

I did report all of these things in a timely manner. I love my DVC. All of these things did not deter from our vacation, but considering we paid enough for these points and still pay fees, what the heck are they doing with our money?

OK. got that out of my system!

 

[Johnnie Fedora]

I would hope and expect that all DVC members would warrant this type of service, regardless of familiarity with the staff.

I completely agree, Johnnie deserves "star treatment" even if he is somewhat of a Disney "has-been".


Excluding the most popular times of the year, I wonder what percentage of a resort is filled with the following:
11 month guests?
7 month guests?
Cash guests?

 

[Pa@okw95]

This is a first, the world is coming to end, it must be, Doc has something negative to say. I must say that something should be done about giving out HCA rooms. They should be treated seperately at the time of the reservation, if there are no requests for HCA then they should be left empty. It would cost us more dues but so what. Good luck Doc. It was great to hear something negative out of you. You are human.

 

[dianeschlicht]

That's a very good question, Johnny! I know we have owned for nearly 9 years, and we ALWAYS try to book at the 11 month window. We do occationally add a trip, but we still usually book before the 7 month window comes up at our home resort. I have never had a unit at OKW that I thought was horrible or not taken care of except that the first time we stayed in a GV, it was due for rehab, and was looking pretty shabby. When I brought it up, I was told that it was on the rehab list for immediatley after our stay.

 

[goldilocks_63]

The HA rooms don't bother me.... So, do you think it would be a nice gesture if I said I'll take a HA room if you have one...

I haven't been doing this cause I really don't need a HA room, and didn't want to take it away from someone who wanted it (and needed it).

But really, to me I don't care, and often the location can be nice (like near an elevator).

So what's the etiquette for this.... ?

Should I offer to take one of the dreaded HA rooms, if the checkin person needs to unload some (there must be a better way to word this

Goldi

 

[jarestel]

The HA rooms don't bother me.... So, do you think it would be a nice gesture if I said I'll take a HA room if you have one...

I haven't been doing this cause I really don't need a HA room, and didn't want to take it away from someone who wanted it (and needed it).

But really, to me I don't care, and often the location can be nice (like near an elevator).

So what's the etiquette for this.... ?

Should I offer to take one of the dreaded HA rooms, if the checkin person needs to unload some (there must be a better way to word this

Goldi

The HA rooms aren't like parking spaces, ie they don't sit unused if not needed when the resort is full. The rooms still need to be reserved and once they are all reserved, there isn't space for any additional guests, handicapped or otherwise. So for example, in a fully booked resort, if there are 10 HA rooms, but only 3 guests have requested them, that means 7 people who didn't request them will be assigned HA rooms. If you are willing to take one of the 7 rooms, I would think the CMs would sing your praises for months to come. Good luck with that!

 

[winjos]

In January, our family stayed in three 2bds. I requested NS, near HH and the rooms near each other. We checked in at 10:30 am. One room was ready and the other rooms were being cleaned. We were estatic!! We camped out in room #1 and checked on the other rooms. They were ready at 4:00. No problem!! The family members of room #3 (flying stand-by and bumped off their first flight) arrived super late. I called the front desk and explained the situation. She said she would try and keep room #3 for us, but no guarantees. They arrived at 11:30 pm, they got the room, and housekeeping turned on a light for them. We were all in the same building - two next to one another (#2 & #3) and one above(#1).

I guess because it was January, it worked out for us. No way would this have happened at a busier time. I wonder if because we checked in early, it "flagged" the other rooms??

I don't like the room ready issue either. I know that 4:00 is the availability time of rooms and plan accordingly. If the room is available earlier --- cool if not, I manage!! I also hate the idea of making plans far in advance and receiving left-overs because I couldn't get to WDW in a timely manner on the day of check-in!! People will start lining up as early as possible to get their room. Kind of reminds me of when people would camp out all night to purchase concert ticket --- wait a minute, aren't there people doing that right now for Star Wars: ROTS?? Next, they will be giving out wristbands for the good rooms!!

I think the issue of the majority being inconvenienced or disregarded so that a minority (squeaky wheel) is serviced, is a theme running in many areas of society these days and not just isolated to DVC (complainers getting their way at the expense of everyone else).

Sorry so long! Just my 2cents

 

[Sammie]

Knowing the room ready policy, whether I agree with it or not, I will not check in later than 3pm. We stay off property before doing that.

As to why we can't get some consideration booking at 11 months out, according to DVC the number one complaint from guests was not getting a room when they checked in.

Personally I do not think anyone should expect a room before check in time, just as most all Time Share resorts do.

Doc, hope your trip improves. Sometimes it seems once the bad luck bug bites, it just keeps on biting.

 

[SoCalKDG]

Why is it we can choose a specific seat on a plane, a specific cabin on a cruise, but we can't choose a specific room at our DVC?

I know of some reasons why they don't want to assign specific rooms out, but why not allow 30-50% of the rooms to be preassigned. First come first serve. You plan ahead at 11 months, you get to choose from a selection of rooms.

 

[Pinnie]

Now I have this vision of DVC setting up corrals just like SWA has

Corral A: Those that book at the 11 month window
Corral B: Those that book at the 7 month window
Corral C: (Oh no! The dreaded "C") Those that book less than 7 months out!

You can line up anytime after 12:01 a.m. in your assigned corral but NO checking in will take place until 4:00 pm.

(just kidding folks)

pinnie

 

[wide awake]

And this is exactly why we decided not to buy into SSR. I'm not picky about view, but if I can't have a guarantee of a NS, standard room with a tub at my home resort 11 months out...no matter what time I arrive...what is the point ? I really wanted DVC, as did DH...we have the cash to pay for the 150 points...but I refuse to buy into something where I have no say whatsoever in my room. The room ready thing is ridiculous...why can't people check their bags, and go to the parks or relax at the pools...we've stayed lots of places where the room isn't ready till 3 or 4, end of story...if it is ready earlier it is a nice surprise, not expected.

 

[RobDoc]

Thank you all for the kind words and well-wishes but, I did not post my experience as a complaint and it will not spoil our trip at all. This was not about the room itself, it was about the way DVC has chosen to implement it's policy. As always, I feel it's far more important to address any resort or DVC issues in person while at the resort instead of merely posting on the internet after the fact. In spite of our initial disappointment at having no requests met again, we are having a great time as always. It would take a lot more than a room to have any affect on our vacation. I do not expect any special treatment as a result of discussing this with the manager - I simply wanted to voice my personal displeasure with the current policy in force. I made no mention of this site while discussing the issues. I made my comments to him as a guest of the resort only and would hope that anyone would have the same access to voice concerns. (If this meeting had not been productive, I would have repeated the discussion at another level.) The CM's at OKW have been great and this issue is not due to any action (or lack thereof) by a CM but is a direct result of the "Room Ready" policy itself. The CM's have the responsibility to carry out the policies established at the resort - they did not create the policy themselves.

I went to the front desk this morning and asked to speak with a manager. A pleasant, young front desk manager named Jason met with me and allowed me to voice my concerns with the policy. I reiterated that this is the second time in the past 6 months that it has affected my personal situation at OKW. I asked that he pass along my concerns/suggestions to his superiors and also asked where I may send a letter outlining my suggestions.

My concerns are that those unable to make arrival at their resort are "punished" by only having access to rooms outside of their requests. I suggested that perhaps, in the future, it would be best to only check-in at the resort in the morning since later arrivals seem to have minimal/limited options. We normally come for ten days, including 4 weekend nights and have purchased enough points to be able to do so, but will change those habits in a heartbeat if we are continually unable to have ANY requests met because of our personal travel restrictions. Jason regurgitated the company line about requests being just that and how the 11 month priority merely provides owners the opportunity to make a reservation before others. He included that in this case, it allowed me to reserve at OKW for a very busy time and enjoy all the festivities of the Happiest Celebration on Earth. (The fact that my arrival coincided with the start date for this celebration was not known 11 months ago.) I assured him I am well aware of the status of requests and reservation priorities, but reminded him that, in the not too distant past, requests were honored based on date of reservation and NOT on time of arrival. He responded that he doesn't know how it's been handled in the 12 years DVC has been in existence and I corrected his DVC history since we are now approaching 14 years of existence. I got the standard "the members have asked for these changes" comment and reitterated that my interest was in finding out where to best address my concerns and to try to define how I'll need to approach DVC reservations in the future.

When this happened to us last fall, the manager I spoke with (Peter) told me that members should call a few days in advance to restate their requests. Jason made that same suggestion today. I told him that DVC has issued statements numerous times that such contact is not appreciated and will not be honored, but he insisted that it is the best way to let the resort know what your preferences are. I asked why accept requests at all then, if guests can call just prior to make them (my understanding is that this is exactly what DVC is trying to avoid) and he replied with some lengthy doubletalk assuring me that the resorts would prefer this. I asked what good will it do for EVERYONE to call just before arriving to restate requests and he again had no comprehensible reply.

So, there you have it - call before you arrive to restate the requests you already made 11 months ago. Seems like a total waste of time - for members, for DVC and especially for the resorts, but apparently they have staff just sitting around eager to take those calls. (Tongue firmly planted in cheek! )

My biggest issue with this is that DVC be consistent with the way they deal with members in assigning rooms. If they truly want members to call to assert their requests, then issue a statement to that effect on the website and in Vacation Magic. If those who must arrive late have little opportunity to get any requests met, then let them know that in advance. In our case, I'll stop adding a day to our trip and will just get an early flight the next day ... or stay offsite the night before. Just let us know what the actual policy will be and allow us to make our own plans based on that knowledge.

In the early years, members were granted early arrival- let MS know the approximate time you'd arrive and your check-in packet would be at a special station at the desk and your room would be ready. As the membership grew, that feature was understandable discontinued, but requests were still honored based on when the reservation was made. I just want to know how the policy will work when I arrive and be assured that all members will be treated equally within that system. If some are instructed to call in advance, then tell all members that is the way it works. If checking in early in the day allows members to select their own room, then tell everyone it works that way.

The way it is being handled at this time is two steps back in my mind. I own time at 4 other timeshares and I know exactly what unit I will have before I ever arrive. I understand that with DVC's flexibility that system would be a nightmare to implement, but the system being used by DVC at the present time is irrational, IMO. All points for a reservation are considered used on arrival day- presumably at the exact same moment regardless when the member will arrive at the resort. Why should the early arrival get any priority over those who follow when all points were charged at the same time?

I will be sending an email tonight to Guest Communications and will send a follow up letter by snail mail ASAP. I would suggest that the snail mail is the more effective way to communicate and would invite anyone to address their concerns (pro or con) in person when possible and by printed communication.

FYI:

wdw.guest.communications@disneyworld.com

Guest Communications
PO Box 10040
Lake Buena Vista, FL 32830-0040

 

[DVCconvert]

Doc, first off, you should have told the patients to shove off about 8AM -there's others that could cover for you.

Sorry that your experience with "tragical-express" didn't work out as well as it could, the "good news" is your not alone.

AND, as a friendly reminder, (as I'm sure you'd say the same to anyone else experiencing the same), please remember that requests are requests only, not guarantees even if placed 11 months out!

I do hope that things improve for you and that you have a wonderful visit. Since it's rainy and 40 degrees here, please forgive me if I don't bleed too badly for your plight!

 

[fkj2]

Why is it we can choose a specific seat on a plane, a specific cabin on a cruise, but we can't choose a specific room at our DVC?

I know of some reasons why they don't want to assign specific rooms out, but why not allow 30-50% of the rooms to be preassigned. First come first serve. You plan ahead at 11 months, you get to choose from a selection of rooms.

I would think that requesting a specific room would be difficult because of the varied times that people vacation. Remember, that's one of the wonders of DVC; we can book one night or however many, at one (or more resorts), in different size accommodations (depending on who's vacationing with us). There'd be too many variables to accommodate that kind of request.

I haven't been reading the Resort Forum. I wonder how many problems are occurring in the resorts outside of DVC?

Lately, I've begun to wonder if DVC isn't/hasn't oversold points, figuring that there would be greater utilization of the exchange programs, only to find that the membership is continuing to use their points primarily at WDW. I bought in 1992, when it was unusual to ask or find a discounted room rate when vacationing everywhere. Now, thanks to 9/11 (disclaimer: that's not a literal thanks either) and the competitive economy, you may be able to negotiate a package to vacation elsewhere more cheaply and not use the DVC points to do so. And just imagine if DVC does build in California somedayand their sales reps promote the opportunity to exchange into the already existing ones at WDW, how tough it could become to schedule vacations. OKW may become irresistable.

 

[lenshanem]

As to why we can't get some consideration booking at 11 months out, according to DVC the number one complaint from guests was not getting a room when they checked in.

That is a joke. The rooms are still rarely ready when we check in. I think that is just a poor excuse. Room ready makes it easier on them, not us the members.

 

[MiaSRN62]

I agree with Shan. Who actually is getting into their villas much prior to 4 pm ? So why the need to honor the requests of those that arrive first ? The so-called Members that complained (and I'm assuming it was alot to change the policy) are getting into their rooms any earlier than before they complained ? I don't think so. So who is this policy really helping but those that can get to that check-in line first ? Or the CM's so they can give a pat answer and tell us all that this is the policy. I know this new policy will probably impact what time I check-in from now on. I don't care if I can't get into the room until 4 pm----but I would like at least some of my requests met.
I'm glad you can look past the situation and have a great time Doc, but otoh I can totally understand situations where families depend on getting a certain room or certain requests met particularily when making ressies 11 months out. Not going to get into details here because we all know about them. It could possibly be a major factor in vacation enjoyment to some.
I do agree though Doc, sounds like you got some rehearsed responses to your questions as well as some double-talk. I don't think the manager was quite aware who he was talking to
Have a great time

 

[Simba's Mom]

I admit that my memory may be failing, but can anyone remind me when we asked for these changes? Perhaps we did, as the front desk manager said, but I don't remember.

 

[lenshanem]

Oh, and I have sent these concerns to DVC back last October. I was given a vague response and told someone else would be contacting me, but never heard another word.

I'm not even concerned about location or view. I just would like priority based on when we book for nonsmoking for my asthmatic daughter and a studio with a tub to bathe my kids in. Course, last time I mentioned this on these boards it caused quite a stink.

I'd be willing to change my dates or resort if those requests were not available. JMHO

 

[debbiedoo]

Thank you for the info---I have had a concern about my upcoming trip. I book 9 nights on points and 1 night on AP rate----I guess I know what I need to be doing prior to arriving since I will be arriving late--We drive down and was trying to add a day in the park.

Thanks Doc!!