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

[JudithM]

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.

I think the front desk at the DVC resorts heard comments from members about getting into rooms, etc. & implemented the "room ready" as a solution. I don't believe DVC actually asked all the members about it before the change in policy was made.

 

[Pluto4Pres]

I think letting people check in early is a benefit for the resort as well. If they give the rooms out as they become available then they won't have 200 people queued up at 3:30 to get their room at 4:00. It eliminates a mad rush. I'm sure we would all be complaining if they did that.

 

[ILuvDVC]

I've stayed in many different room types at OKW. In the past few years, I've been booking 2 bedrooms, because we bring my parents with me, but before that, I was booking a studio or a one bedroom, because it was just me and my son. I've always gotten my request meet for the 2 bedroom, but have only gotten my request meet in the studio or one bedroom...well, I don't know that they've ever been meet then. I got a handicapped room a couple of times (even when I got a lock off I got a handicapped room) and I've gotten a smoking room.......

Just a though.....2 bedrooms are more abundant at OKW....and studios and one bedrooms are less.......maybe it's not a case of early check ins, but more a case of the handicap rooms are mostly in the lock off rooms, which are studios and one bedrooms, so your chances of a handicapped room are doubled....(I don't know how many handicapped rooms we have, just guessing)......Since there are more 2 bedroom units, then there is even more chances of your request being meet.

Since I've been booking the 2 bedroom, we always have our request meet.

We also planned a family vacation one year, booked 2 Grand Villas and 1 2 bedroom, and all were put in one building and I was able to check in all 3 rooms . It wasn't my choice of buildings, but just having us all in the same one, was a big plus! . So, I was happy.

Anyhow......I've been in the handicapped room a couple of times....hate the showers (water everywhere), but other than that......we survive it. One time, I was going to complain, but, we looked out the window and loved the view....so....we took the room, I think it was in building 42....I know it was near Turtle Pond.

Enjoy the rest of your stay!

 

[JudithM]

Who actually is getting into their villas much prior to 4 pm ?

I can only recall two times that I have had to wait until around official check-in time to get our unit - the week before Easter 1996 & last May for Member Homecoming (more than one CM told me the carpet was being cleaned - it was still slightly damp when we entered about 4 p.m.). I have arrived anywhere from 8:15 a.m. to mid-aternoon.

It wasn't until the last few years that I ask for a first floor or elevator building for medical reasons (doctor doesn't want me to wlak up & down stairs a lot & I rent an ECV from off property), so I realize my room is usually set aside.

Last month I checked in at OKW at 8:15 on a Sunday morning & my room was ready. We were all pleasantly surprised!

 

[JudithM]

Doc, I am sorry to read your day yesterday had its ups & downs - no fun when traveling.

... it was about the way DVC has chosen to implement it's policy...

I know you spoke to Jason, but you might consider taking it further up the chain of command at OKW.

...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...

Thank you! I know first hand that DVC management wants to hear from members be it good or bad comments. I have mentioned this several times on this bb - it doesn't help to come home & "comment" (complain) on this (or any other) bb. Members & guests need to make their feelings/comments/thoughts/etc. known at the time while they are at the resort.

...When this happened to us in December, 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.

Oh the "hurricane" will hit again ! Didn't you also hear these comments during hurricane season last year? DVC management was not happy last time they read your comments, so I cannot imagine they will be happy this time.

 

[greenban]

If this happens to Doc, what chance do we mere mortals have?

From what I had learned from the DIS (prior to my first trip home) I arrived 1 day early, stayed off-site and checked-in at 11:30 AM to avoid this nightmare. We shouldn't have to resort to gaming the system, especially when booking at 11 months!

That said, I'll continue to either arrive early (doubtful) or spend the first night off property and check-in early!

Enjoy everything else Doc!

-Tony

P.S. Doc, I ALMOST hate to say this, but doesn't this thread belong on the DVC community baord?

 

[Judique]

If this happens to Doc, what chance do we mere mortals have?

From what I had learned from the DIS (prior to my first trip home) I arrived 1 day early, stayed off-site and checked-in at 11:30 AM to avoid this nightmare. We shouldn't have to resort to gaming the system, especially when booking at 11 months!

That said, I'll continue to either arrive early (doubtful) or spend the first night off property and check-in early!

Enjoy everything else Doc!

-Tony

The only good thing about this is that it seems to happen across the board, doesn't matter who you are!

Happy to hear that it hasn't ruined your vacation, Doc.

There has to be a better way. The handicapped rooms are not my favorite, but getting a smokey room is a bad thing for us. Being able to breathe is a basic necessity in my opinion, and we avoid being subjected to smoke as much as possible, while still trying to be understanding of others. Given a choice I would book elsewhere or at another time to avoid a smokey room. Given a choice of booking a different resort or another time frame, I would probably accept a HCA room, and deal with it, but at least I would be somewhat prepared.

 

[jade1]

I think letting people check in early is a benefit for the resort as well. If they give the rooms out as they become available then they won't have 200 people queued up at 3:30 to get their room at 4:00. It eliminates a mad rush. I'm sure we would all be complaining if they did that.

How would it be a mad rush? Many guests would still get in early if luck is on their side. Not everyone checks in the same day (although Sunday would be the most I think). You could get your room keys at 8AM (or whenever) and then either call throughout the day or after 4PM, once you have your room number you go to your room. For many of us in a park that may be after 10PM. If you have your luggage thats not an issue, if you check your luggage and it cant be delivered to your room until you are in the room-that may be a delay if everyone called for luggage right at 4PM (which is highly doubtfull) but that can happen now.

 

[RobDoc]

P.S. Doc, I ALMOST hate to say this, but doesn't this thread belong on the DVC community baord?

Actually, it's right where it belongs. This is a discussion about a DVC policy and how it's being implemented by the staff at a DVC resort. There shouldn't be too much confusion where such a topic belongs.

 

[Pa@okw95]

Doc, I usually check in at about 10 am, but never had a choice of rooms. The problem with what you are suggesting is that people like me who check in at in the morning would have to wait(sometimes) all day long for a specific room to be available. Last time I waited until 4:45 and got the very last room that was cleaned for the day. This was no fun I actually drove around OKW for the lack of something else to do. I took the bus route over and over. In my view I should have got a one bedroom way before 4:45 because I did check in at 10 am. In my case I may be "red-flaged" and given the business because I gave them a lot of trouble over some changes that were made way back when. I think the request thing may have gotten way out of hand at OKW anyway. There should be just smoking or non and that is it and of course handicap. This would put an end to the situation. I would not like and probably you wouldn't either, but it would solve a lot of problems.

 

[bobbiwoz]

The most telling thing to me about this is the response that Doc got from Jason. I always get those sort of responses when talking to a Disney person, I feel as if I know what's going to be said before we begin. I thought it happened to me because I don't have negotiation skills. Talking to Disney people to me often feels like talking to a wall. It's Don Quixote and the windmill all over again.

We have been satisfied with our rooms, and have been allowed into one as early as 10 something AM. Are people here saying that everyone should wait until 4PM to actually go into their rooms, or eveyone being allowed to get into the room at 4PM? We've stayed at all sorts of hotels/resorts and have gotten into the rooms early, on time, and late. In our pre/DVC time, at Disney, on-time or late had been the norm.

As far as requests, we only ask for non-smoking and I think we've always gotten that. I am not sturdy on my feet, I have trouble walking down ordinary curbs, if we had a HC room and the floor was wet from the shower, I would be scared to walk there, I could very easily slip and fall. We have not gotten a HC room, and if it weren't for this forum, the thought that we would get one wouldn't even occur to me. We'll have to cross that bridge if/when we come to it.

At 10 AM, I imagine that the room we got at OKW probably was free the night before, and someone who checked in late could have gotten it. I know that it was a room that someone had complained about in the past, but we truly loved it. Tastes are different.

We'll be checking into the BCV probably around 3PM soon, our plane is scheduled to land around 1 something. It doesn't make sense to me to just wait around until 4 before checking in.

Bobbi

 

[DebbieB]

I think letting people check in early is a benefit for the resort as well. If they give the rooms out as they become available then they won't have 200 people queued up at 3:30 to get their room at 4:00. It eliminates a mad rush. I'm sure we would all be complaining if they did that.

I don't think anyone is suggesting that no one be allowed to actually check-in until 4:00. What I would like to see is to go back to the days when the room controller pre-assigned rooms by date of reservation. They would go down the list in the order the reservation was made and assign rooms the day before. It's not a perfect system but was more fair to members who booked at 11 months.

This has actually been going on about 2 years. I talked to Jacki Leuders, the member satisfaction manager at the time and expressed my displeasure with the room ready system.

 

[RobDoc]

Doc, I usually check in at about 10 am, but never had a choice of rooms. The problem with what you are suggesting is that people like me who check in at in the morning would have to wait(sometimes) all day long for a specific room to be available.

What I'm suggesting wouldn't affect this at all. For years, OKW flourished by having an assignor review requests made and prebook the rooms based on when the reservation was made.

I truly don't care what system or policy is used, but would like to know that policy and trust that it will be applied equally to all members. At this time, I have no confidence that the policy du jour is being implemented in an equitable fashion.

I have no problem with room ready, as long as it's truly being offered that way. I know for a fact that the room I'm in right now (4211) sat vacant from Tuesday until I was forced to take it Thursday night. With a true room ready system, that room would have been assigned to someone checking in a 10:00am. The fact that it has now happened to me twice in a short period of time suggests that the policy has flaws.

I just want to know the rules of the "game" so I have the oppportunity to participate equally with everyone else. If I need to start making other arrangements for my first night, I will do that. If DVC has no other option except to have me move after the first night - why stay at that resort when I'm not accommdated in any fashion. If they would allow me to stay in the original room until the next room is prepared, that would at least be a reasonable concession, but when I was allowed to move last fall, I still had to vacate by 11 and didn't get a room until after 5. "Room Ready" my foot!

I did get a form letter response to my email to Guest Communications and will share any response from that effort.

 

[zulaya]

I think letting people check in early is a benefit for the resort as well. If they give the rooms out as they become available then they won't have 200 people queued up at 3:30 to get their room at 4:00. It eliminates a mad rush. I'm sure we would all be complaining if they did that.

I agree, but at the same time, they could flag some rooms according to the date the reservation was made.

 

[dianeschlicht]

Pa, I don't know what would be wrong with expecting everyone to wait until 4 pM. That is the official check in time. At many timeshares, you can not even check into the front desk before that time. They aren't even staffed until the official check in time of 4 PM. I would much rather be assured of getting what I want than getting the dregs if I happen to get in later than 4PM. Many times we have even had to wait longer than 4 to get our room. When we have gotten into it, it became obvious the reason was extra cleaning was needed, because carpets were wet etc.

 

[magicmama]

Last December I called OKW the day before I arrived to check on my requests - non smoking and first floor for medical reasons since I would be arriving late. I was assurred that there would be no problem. I was not disappointed. Maybe calling the day before is the way to go.

 

[OneMoreTry]

It seems only fair that early booking should merit room request priority. Does anyone work for the hotel industry and know how difficult this would be and still make sure that all reserved guests get a room???? It seems this would be a logistical nightmare. What do you think Caskbill?

As long as room ready is in place it looks like we have to play the game to get our requests. That means staying off site the first night. I have no problem with that. I would probably do it anyway. It seems a waste to arrive late and not get to use the room the first whole day. But I realize that's not reason to deny the request of someone who booked 11 mos earlier.

I disagree that owners should get priority at their resort. I think booking time should determine that. (So owners could get priority by booking before 7 mos.)

I don't think a thread with a bunch of screen names would have as much impact as a letter signed with our real life signatures. But I agree with rocket that the reason for the current policy is more likely efficiency than guest complaints, so I don't know how much good complaining will do.

I'm sure a talk with Doc will leave an impression on them.

 

[DebbieB]

Last December I called OKW the day before I arrived to check on my requests - non smoking and first floor for medical reasons since I would be arriving late. I was assurred that there would be no problem. I was not disappointed. Maybe calling the day before is the way to go.

But the DVC website specifically says not to do that. Jason should not be suggesting that, which shows he is unfamiliar with DVC policy:

"Special Room Request Procedure
As a reminder, the established procedure and appropriate time for making special room requests is when you make your reservation with Member Services. If you have any additional requests, or changes to your original request, call Member Services directly. Please do not call or fax the resort where you'll be staying. To be fair to all Members, the only information we use when trying to honor special room requests is that which comes from Member Services.

With so many Members having special requests, it's important that everyone follow this established procedure. As you can imagine, the number of Members asking for particular rooms, views, floors and buildings makes it impossible to honor all of the requests. We do our best to honor your requests, but please understand that we cannot guarantee them."

 

[chimera]

Thanks for the info, Carrie.

So remind me again why we bought DVC? Sounds like you get treated better staying at the regular resorts.

Since we're not using points yet, I guess we'll just have to wait and see how it goes.

 

[lllovell]

I do understand requests but I believe that the people that are the most upset are the ones that have been around the longest. I dont really care about most requests for my family (except non-smoking) , but as we get into some wonderful views and find out where we like to be in the resorts, I bet my "this location please" requests will go up. The difference is that I am not used to getting exact buildings/views, so I am not sure that not getting them will effect me as much as others. I am NOT saying that people are wrong to have requests, its just not what matters to our family. I do wish that booking dates mattered in having your requests met. I also wish that they would go to a system where if there are only smoking rooms available, I be told that and can choose to go elsewhere (HA rooms as well for those that dislike them).

Shan and many others have legit reasons for needing a non-smoking room and I do feel like those types of requests should be honored. Disney should require documentation in your "file" (and yes - it will be abused, but I can't live my life by NOT doing right just because others will do wrong) if you have true medical needs and meet those requests.

I also think that when your flight arrives should NOT be an risk factor in getting none of your requests met. We live in Atlanta and often drive down after work (or at least did before joining DVC) and get in VERY late at night, but we are there when we wake up and it is great! I would never do this now that we are DVC members and to me that means that I lose a day of my vacations and I hate that. I can only imagine the issues we might have checking in at 2 am, even though I make our ressies very early.

The thing I don't know is how to make all of these things work together in teh best way without seriously raising our overhead. I do think it might lead to more empty rooms which eventually would lead to an increase in $$$ needed from us. So for now, we will play the game and make sure we get there early enough to hopefully get our non-smoking room.