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

[fkj2]

About BWV and the guaranteed view--isn't BWV the only DVC that offers two point views--standard and preferred (or BW view, which costs the same number of points as preferred view rooms?)

At BWV, the problem seems less about getting preferred or BW view and more about getting the standard view. Many members look to conserve points rather than spend them on the view.

While it has to be difficult to juggle everyone's arrivals and departures, my objection would be about those rooms which are utilized by CRO. I don't know why any preference for requests, which admittedly I'm assuming happens, should be given to guests booking through CRO over requests of DVC members. We are, after all, the ones (esp. those of us who bought into OKW early) who took a big risk on a concept.

 

[DebbieB]

I arrived at OKW today around 4:30 and had all my requests met, non-smoking, first floor, water view. I'll post details when I return. We've almost always got our requests when arriving on Saturday, it's pretty quiet here. Last year we arrived on a Sunday night and did not get our requests met.

 

[thelobstershanty]

About BWV and the guaranteed view--isn't BWV the only DVC that offers two point views--standard and preferred (or BW view, which costs the same number of points as preferred view rooms?)

At BWV, the problem seems less about getting preferred or BW view and more about getting the standard view. Many members look to conserve points rather than spend them on the view.

While it has to be difficult to juggle everyone's arrivals and departures, my objection would be about those rooms which are utilized by CRO. I don't know why any preference for requests, which admittedly I'm assuming happens, should be given to guests booking through CRO over requests of DVC members. We are, after all, the ones (esp. those of us who bought into OKW early) who took a big risk on a concept.

1. Yes, only BWV has guaranteed boardwalk view villas and the 2 tiered point system.
2. Many BWV members do both. Book a standard view villa for low pts and then splurge on a guaranteed Boardwalk view for a different trip. Some members love the boardwalk view villas and book them for every trip--if possible. Some BWV members do not like the boardwalk view villas or the preferred view villas and always book standard view villas; which are a great deal for a fantastic location. gor low points.
3. We really have no experience with your third paragraph. We have always been given a choice of available villas that were ready at our early AM check in. We see no difference in the "room ready" policy, other than now we can book the guaranteed boardwalk view villas from the first call to MS. To us, this is a plus.

 

[drakethib]

Doc.

I wish I would have know you were coming "home" as I would have loved to meet you.

Sorry to hear about your room problems. Hope it works out.

I got back home (Texas) today from 8 days at OKW and it was great.

I got everything I requested and more although I showed up pretty early when we arrived on 4/30. There was a nice older lady working the counter and she was wonderfull.

OKW was @ 57% last Saturday (4/30) but I bet they were pushing max as of this morning. The wife and I noticed the crowds starting to get big Thursday morning.

BTW, I called and few days in advance before I showed up and they really weren't much help.

Hope it gets better for you.

 

[bavaria]

sunny: 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?

I've been biting my tongue. Yes, I do have experience in this field, and am soon to be a DVC owner at OKW. (on a side note, I had my first stay there 3 weeks ago, after 10 yrs of staying at almost every resort at WDW, and was very pleased with the resort. I rented points, and at my 8am check in was offered a variety of rooms, as the hotel was only 40% full). I also travel almost weekly.

The issue seems to be that WDW cannot guarantee requests such as smoking/nonsmoking at the time of reservation, unlike other companies. (For instance, if you book with some chains early, you are guaranteed a nonsmoking room at the time of reservation. Once those rooms have been guaranteed to early bookers, anyone else booking later will be told that nonsmoking cannot be guaranteed.)

This appears to be a limitation of their reservation system, and resulted in the high volume of faxed room requests which are apparently now being disregarded (according to posts on the resort board)

Every company does things differently, and I frankly got into the industry because of Disney and their high standards. Sadly, however, their technology does not appear to have kept pace resulting in these issues.

Having had experience in several different departments, I cannot imagine that the current 'room ready' policy works well for either the resort or guests.

Just my $0.02, but tough to judge when I am sitting on the outside.

 

[SueM in MN]

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.

I think the "for medical reasons" was what made the difference, not the calling the day before.
We've been told many times (the last time was our trip early in April) that they do pre-assign rooms for medical reasons - at least for first floor for medical reasons. Someone who can't climb steps can't take a room on second floor, so they will block that. There are other requests that the guest may have called "medical" (like close to Hospitality House or a specific view), but those are not really medical, so you are sort of the luck of the draw for those.
Since the majority of the rooms are designated non-smoking, it should not be hard for DVC to take and meet requests for that. I've seen a lot of posts where someone who asked for non-smoking for medical reasons either got a non-smoking room that had been smoked in or their post just indicated the room smelled of smoke, so I was not sure whether or not it was a designated smoking room. We did find an ashtray once inside our non-smoking room. (I have read posts where smokers said they were given an ashtray when they checked into a non-smoking room and were told it was OK to smoke on the balcony, but why was the ashtray still in a non-smoking room after cleaning?)
If the situation is DVC assigning smoking rooms to people who have a medical need for a non-smoking room, that's one problem. If it's DVC assigning non-smoking rooms to people with medical needs for non-smoking, that's another problem (or 2 or 3 problems).

Someone was wondering if asking for a lock off would make you more likely to be assigned a handicapped accessible room. From the email reply I got when I asked about the number of HA rooms at OKW, it appears that all but one of the HA 2 bedroom units at OKW were lock-offs.

Last thing, no matter what time we check in, we have not usually not actually been able to get into our room until after 4 (sometimes it's been almost 5). The reason they've given us is that a specific room was blocked for us, based on our medical needs. But, who knows what the real story is?

 

[mark&sue]

If DVC were to allocate NS and NHA rooms by order of date of booking I am not so sure the HA rooms would stay empty. So many people say that they don't mind and if they are late bookers would be happy to take it. Maybe they would only stay empty at quite times of the year.

If I was to book late and could not get a bathtub I would try another resort or go another time. But I am in the minority it appears and other people would take it knowing that they had the NS or NHA in advance (albeit a few months!). Therefore I believe that not that many rooms would stay empty to make such a difference to 90,000 members annual dues.

What do others think?

I really don't want to stay offsite for my first night.

Just to check again on the lock off situation. If I wanted book a two bedroom at SSR and wanted a bath tub in the studio part would I be better off with a lock off or dedicated?

Thanks

Susan

 

[MiaSRN62]

We've almost always got our requests when arriving on Saturday, it's pretty quiet here. Last year we arrived on a Sunday night and did not get our requests met.

Debbie,
Glad you got your requests met. By saying OKW is "pretty quiet", is that because they are not booked to capacity or just because the resort is so serene ? I just feel OKW is always quiet,even when they were booked solid last Nov during the week we were there. Just wondering if you were able to get your requests met because of low occupancy ?
Have a great time

 

[quentina]

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.

Do not let this type of talk make you reget your buying decision. I personally feel the the CM's go above and beyond. These room requests are way out of hand (IMO). Not everyone can have the perfect view. We will always see the families causing the ruckas in line about getting the 2nd floor instead of the 3rd floor. Come on...Is it really that big of a deal??? I always feel the need to aploogize to the CM's for an irate member. These people are making 7 bucks an hour and believe me when I say they are not being paid enough to be abused.

I am a convience store manager and if I honored every request my employees made, I would never be home. Remember the are requests...not guarantees.

For the amount of time we actually spend in a room, it seems ridiculous to me to have the first day of a vacation ruined because of this petty stuff. It is supposed to be the most magical place on earth maybe we should try and let the CM's know that this is where they work. In my thoughts, I always think what comes around goes around. I have been on the recieving end way to many times (irate customers who feel we owe them the world) to complain about a specific request not being met.

The question I have is if the main request is Non-smoking....Why is it I can rarely get a smoking room?

Please know that this is just my opinion. I do not feel that you should go into your purchase feeling let down before you even use it. When you go to a regular hotel, I do not think they would honor 5 requests per guest. You check in, get your key and off you go. Last month we spent $400 bucks to stay at the hard rock hotel....Our view was of an airconditioning system on the roof. Not worth $400 bucks, however, I did not let it ruin our trip.

You will love being a DVC member. It is a lifetime of benefits for you and your family. Go in open minded to whatever room you are given. What you may love the next poster will say was the worst room ever. I just stayed at BWV and personally it was one of the worst hotels I have ever stayed in. I did not like a thing about this resort. Now, it is one of the hardest to get resorts on the DVC properties. I guess I am trying to say that everyone's opinion is differant....Do not let a view ruin your day.

By the way...Welcome Home!

 

[DebbieB]

Debbie,
Glad you got your requests met. By saying OKW is "pretty quiet", is that because they are not booked to capacity or just because the resort is so serene ? I just feel OKW is always quiet,even when they were booked solid last Nov during the week we were there. Just wondering if you were able to get your requests met because of low occupancy ?
Have a great time

I don't know what the occupancy % was last night (Saturday) but I meant quiet because there were not many cars in the lots around our unit. Also didn't see many people walking around outside. Today (Sunday) was much busier, there are more cars in the lots and more people around. When we came back to the room around 2:45 today we saw alot of people wheeling in luggage and carrying grocery bags. I really believe checking in on a Friday or Saturday gives you a better chance on your requests because occupancy is lower due to the higher points (I paid member cash for Saturday night, $330 vs 48 points for a 1 bedroom). I think it's pretty likely that Sunday is the day with the most check-in's and Friday is the day with the most check-outs.

 

[SueM in MN]

I don't know what the occupancy % was last night (Saturday) but I meant quiet because there were not many cars in the lots around our unit. Also didn't see many people walking around outside. Today (Sunday) was much busier, there are more cars in the lots and more people around. When we came back to the room around 2:45 today we saw alot of people wheeling in luggage and carrying grocery bags. I really believe checking in on a Friday or Saturday gives you a better chance on your requests because occupancy is lower due to the higher points (I paid member cash for Saturday night, $330 vs 48 points for a 1 bedroom). I think it's pretty likely that Sunday is the day with the most check-in's and Friday is the day with the most check-outs.

We've seen the same as you and the higher points for Fri and Sat may be a reason.
Another thing that affects room assignments is that when it's not busy, I think they attempt to fill certain areas/buildings first. That would make theings easier for them to staff things like Housekeeping staff. If the guests are grouped in one area, there is little travel time for the Housekeepers and they can make more efficient use of their time.

 

[georgeat]

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 have not read all the posts in this thread but the suggestion to call the resort, with your requests, just prior to arrival is not the same as calling Member Services and asking for the requests. I think it means calling the resort (ie; OKW BWV SSR etc) with the requests. Anyone have any other thoughts?

 

[Geezer]

I thought we had something in the mail that said not to call the resort with requests.

 

[lllovell]

I have not read all the posts in this thread but the suggestion to call the resort, with your requests, just prior to arrival is not the same as calling Member Services and asking for the requests. I think it means calling the resort (ie; OKW BWV SSR etc) with the requests. Anyone have any other thoughts?

That is what Doc is saying he was told - to call the RESORT with his requests, not MS. DVC members have been asked NOT to call or fax the resorts and that any such calls/faxes are going to be ignored, so this comment is completely opposite from what we have been told in the past (and most likely said to try to placate Doc). There is always the chance that this "dont send requests to the resort" rule came down from above and that people actually working at the resorts were not involved in this decision and are glad to accept such faxes/calls still. I can't see how we will ever know, but I hate being told two different things from people that should know.

 

[DVCME]

As a California Member the current policy that gives preference to members who check in early is of particular concern. About the earliest we can hope to arrive in 6pm. So far this hasn't been an issue for us but I can see where it will be in future. With DVC gearing up to sell to more Californians I certainly hope that they disclose up front to California buyers the disadvantage the have under the current policy.

 

[DVCME]

Of course the reverse is true if they ever open a California or Hawaii DVC.

 

[jarestel]

As a California Member the current policy that gives preference to members who check in early is of particular concern. About the earliest we can hope to arrive in 6pm. So far this hasn't been an issue for us but I can see where it will be in future. With DVC gearing up to sell to more Californians I certainly hope that they disclose up front to California buyers the disadvantage the have under the current policy.

I agree, DVCME. No member should be punished for living in an area where early arrivals aren't possible. It's also ridiculous to have to arrive a day early and stay offsite just to be able to check into DVC early the next day in hopes of getting a good room. Hopefully DVC is rethinking the policies that reward early arrivals and punish those who get in later.

 

[zurgswife]

It IS irritating that the policy can't be uniform at all resorts. Unfortunately for us, we don't "know" the staff at BCVs - I haven't had the same CM on check in yet- so that type of "connection" is out. Even though we go every year.

I am totally for giving priority to resort owners by booking date. I am sure that it wouldn't take long to set up a program for the room assignor to sort reservations by the date they were made and to assign rooms accordingly.

If BWV can pre-assign to make their guests happy with their room assignments, why can't DVC apply that policy across the board? No offense to BWV owners...but why do they receive this preference and no other DVC owners do? Not exactly uniform for all members and that's what irks me. In instances like this, DVC-MS makes me feel like because I chose my home resort to be BCV, I am not as good as a BWV owner.

Again, no offense intended to BWV owners...just count me as another person frustrated with this process...

Just to clarify ...my room was not preassigned but my favorite valet/bellman knows my preferance (at the very end of the hall first floor facing the driveway; not a very popular room if you read these boards). He was there when I checked in at 8am and an hour later told me that my favorite rooms were going to be mine. And that they were at the top of the Cleaning list. I don't know any of the front desk people that check people in but we have become friends with one of the front desk managers and a few of the customer service guys, along with the valet/bellman and captain of the cruise boats

And while it might not be fair .... we have worked hard over the years to become friends with many of the cast members at BWV...We do many extra special things for them every time we are there which in turn has serviced us with special bonuses.

 

[zulaya]

zurgswife - It's no crime to have connections...it's nice that the same people have been at BWV every time you have been there and that you have had the opportunity to get to know them so that they know you each time you visit. Unfortunately for us, that relationship hasn't developed yet at BCV, but then again it is a newer resort.

I only meant to point out what many others have...that the policy should be applied uniformly, that it would be nice for preferences to be assigned based on reservation date, so that it shouldn't matter who you know or what time you check in. Then there wouldn't be all this stress about late check-ins and getting what's leftover.

 

[zurgswife]

I know what you meant zulaya...I just wanted to claify that ours wasn't assigned in advance just that luckily our favorite room was open and our friend was able to make sure that we assigned those rooms.

When I have checked in at room ready policy has been in effect the past 2 times and I was never given option of rooms available by the check in person. They just said rooms aren't ready you can call later in the afternooon. I do check in between 6am to 8am. Probably because getting a 2bdrm standard view limits what options are available to start. I guess that makes it easier to get what I want.