BCV - Recent Disappointing Stay

[Squidrific]

I just want to start by saying I own at BCV and we love the resort, however, we just got back from 10 days there and it was a nightmare. The refurb is underway. Our room was on the 2nd floor and the room above us was in refurb the entire stay from 9:00 a.m. - 5:00 p.m. They are hammering, chiseling and using really loud equipment. I would bet they are redoing all tile work by the sound of the jack hammering they were doing. Keep this in mind if you have a little one that needs a nap in the afternoon or if you plan on having a sleep-in/relaxation day. I knew this would be happening, hoped it wouldn't affect us, but we dealt with it.

Our disappointment came when we checked-in to our room. The plastic key pad for the magic bands was "broken" and only worked for 3 of the 7 bands in our party. Weirdly, it only worked for the bands for the 4 year-old, the 7 year-old and the 9 year-old. When we opened the door into the villa we noticed the carpet in front of the door on both sides was wet. We called maintenance and they said they would be right up - so we left and went to the park.

We did on-line check-in before we left and paid for the dining plan and chose our pin number. Our tickets linked to our bands just fine - our dining plan did not. We had to pay for our first night out of pocket because they could not get our PIN to work. We went to guest services at the park and spent 90 minutes trying to fix it. They could not do it so said to pay for the meal and then it would be reversed and credits would be taken when we got back to the resort. Spent another 90 minutes at the resort getting the dining plan and PIN to be fixed with the bands - again, bands worked for the 4 year old and the 7 year old! (kind of funny). Total of 3 hours to fix bands with the dining plan and PIN. The fee reversal for the dinner did not happen so we had extra dining credits to work out at the end of the trip.

Go back to the room and the water on the carpet is spreading - call maintenance again. No one comes. This goes on for 7 days. The water was standing and we were sloshing through the entire foyer - it started spreading into the kitchen too. Every day I call maintenance, I tell house-keeping, I call the front desk - NOTHING! Finally on the 7th day I get angry and go down to the front desk and demand someone come upstairs to my room as it is starting to smell. They finally realize that the air conditioner condensation hose is clogged and leaking into the room. They want to move me to two hotel rooms in the Beach Club. I have a two bedroom villa with a refrigerator full of breakfast foods and other foods-two hotel rooms will not cut it. They do not offer me a two bedroom anywhere else on property (I even looked on DVC member and see there is availability). I called DVC member services and they tell me since I am on property there is nothing they can do, it is up to the resort desk to move me.

They do soak up the water and put huge fans to dry the carpet, but since they don't fix the problem it continues to leak water in. At no time do I get to talk to a manager, no one from the desk or management seems to care about the problem. I wasn't asking for money back or points back or freebies. I just wanted to two bedroom villa that was not soaking wet and smelled like mildew. We were really treated in a nonchalant manner with the front desk which was a first and very surprising to me. I am pretty soured on BCV right now and to be honest I will probably stay at my other homes (Polynesian and AKV) before coming back again.

 

[Halle]

What an awful experience, I hope that you were able to enjoy the rest of your stay.

 

[disneynutz]

Any stay at a resort with construction and you run the risk of having to deal with it, that's why we won't stay at a resort being rehabbed. The other issues aren't only at the BC. The fact that a MB opened your room door tells me that it wasn't the door or reader at fault but a system or software issue with your account. There have been reports that the DDP can also be a factor with account issues. The clogged condensate drain has happened to us at OKW and BWV.

In the future don't call the front desk, your call is actually going to a call center. You need to go to the front desk and ask to speak to a manager. Having to live with wet carpeting is not acceptable and you should have been treated better.

Send an email to member satisfaction and when they call you back, ask them for some points back for you trouble. Sorry that this happened to you.

dvcmembersatisfactionteam@disneyvacationclub.com

Bill

 

[kreckl]

That sounds awful. Sorry

 

[bobbiwoz]

That sounds awful. Sorry

I agree.

I hope you get points back.

 

[DebbieB]

I just want to start by saying I own at BCV and we love the resort, however, we just got back from 10 days there and it was a nightmare. The refurb is underway. Our room was on the 2nd floor and the room above us was in refurb the entire stay from 9:00 a.m. - 5:00 p.m. They are hammering, chiseling and using really loud equipment. I would bet they are redoing all tile work by the sound of the jack hammering they were doing. Keep this in mind if you have a little one that needs a nap in the afternoon or if you plan on having a sleep-in/relaxation day. I knew this would be happening, hoped it wouldn't affect us, but we dealt with it.

Our disappointment came when we checked-in to our room. The plastic key pad for the magic bands was "broken" and only worked for 3 of the 7 bands in our party. Weirdly, it only worked for the bands for the 4 year-old, the 7 year-old and the 9 year-old. When we opened the door into the villa we noticed the carpet in front of the door on both sides was wet. We called maintenance and they said they would be right up - so we left and went to the park.

We did on-line check-in before we left and paid for the dining plan and chose our pin number. Our tickets linked to our bands just fine - our dining plan did not. We had to pay for our first night out of pocket because they could not get our PIN to work. We went to guest services at the park and spent 90 minutes trying to fix it. They could not do it so said to pay for the meal and then it would be reversed and credits would be taken when we got back to the resort. Spent another 90 minutes at the resort getting the dining plan and PIN to be fixed with the bands - again, bands worked for the 4 year old and the 7 year old! (kind of funny). Total of 3 hours to fix bands with the dining plan and PIN. The fee reversal for the dinner did not happen so we had extra dining credits to work out at the end of the trip.

Go back to the room and the water on the carpet is spreading - call maintenance again. No one comes. This goes on for 7 days. The water was standing and we were sloshing through the entire foyer - it started spreading into the kitchen too. Every day I call maintenance, I tell house-keeping, I call the front desk - NOTHING! Finally on the 7th day I get angry and go down to the front desk and demand someone come upstairs to my room as it is starting to smell. They finally realize that the air conditioner condensation hose is clogged and leaking into the room. They want to move me to two hotel rooms in the Beach Club. I have a two bedroom villa with a refrigerator full of breakfast foods and other foods-two hotel rooms will not cut it. They do not offer me a two bedroom anywhere else on property (I even looked on DVC member and see there is availability). I called DVC member services and they tell me since I am on property there is nothing they can do, it is up to the resort desk to move me.

They do soak up the water and put huge fans to dry the carpet, but since they don't fix the problem it continues to leak water in. At no time do I get to talk to a manager, no one from the desk or management seems to care about the problem. I wasn't asking for money back or points back or freebies. I just wanted to two bedroom villa that was not soaking wet and smelled like mildew. We were really treated in a nonchalant manner with the front desk which was a first and very surprising to me. I am pretty soured on BCV right now and to be honest I will probably stay at my other homes (Polynesian and AKV) before coming back again.

I would have got angry before day seven. Always go to the front desk and refuse to leave until you talk to someone. I would report it to Member Satisfaction.

 

[alisonslp]

Sorry you had such horrible experience. As others have said, next time this happens, demand action fast. That was totally unacceptable. They should have been able to relocate you within that timeframe of your vacation if they knew sooner. I realize "they knew" but not the right people. Hopefully the rest of you vacation worked out and you enjoyed the parks and all.

 

[Minniesgal]

I would have gone to the front desk on day 1

 

[jerseygal]

Hope that you report your issue to Member Satisfaction as we as members hope that these issues get resolved and remedied. I would also have communicated with the front desk and escalated it if it needed to be escalated.

 

[pmaurer74]

This sounds terrible. We had an ok BC stay and I want to own there someday but DH does not want to.

 

[hcortesis]

We were also there for approximately the same 10 days. Room 260. And yes, we heard the drilling and hammering. We are just hoping that the inconvenience was all worth it for our return trip this October.

 

[vikequeen]

You are much nicer and more patient than I am. I hope you get a decent response from disney now that you are home.

 

[Sugardog81]

We are staying at BCV in June and got a letter informing us before we went that there would be construction and noises during the day. We got the same letter when we stayed at Poly last summer.

 

[AshleeH]

That sounds awful. You're more patient than I am - there is no excuse for that type of service.

 

[KBoopaloo]

Absolutely contact member satisfaction with your experience. I've found them to be very responsive.

 

[La2kw]

That's a bummer, but not a surprise.
WDW doesn't know how to run a hotel properly. As mentioned, never call front desk. At WDW, you're not really calling the front desk. That's part of the "magic". Always go physically to the resort front desk and ask for a manager. Of course, they may have to come from a different resort, because again this is WDW and they don't do things like other hotels do. That's part of the magic too, lol.

 

[alisonslp]

Always go physically to the resort front desk and ask for a manager. Of course, they may have to come from a different resort, because again this is WDW and they don't do things like other hotels do. That's part of the magic too, lol.

One of the reasons I like to stay at Kidani, BLT, and most recently VGF is because they have their own "front desk" to assist you. I know it probably doesn't mean much in reality but it just seems like you get more personalized experience when the dvc rooms have their own personnel. You are not dealing with staff who is also dealing with 1000's of other guests. Case in point. we checked into SSR, Jambo, and VGF our last vacation. Both SSR and Jambo had 2-3 front desk staff when we checked in - to handle those huge resorts. I know they can pull more people if needed. But in comparison, VGF had 2 staff sitting at their desks, one manager standing and directing guests to the desks. Just so much more personal.

Don't get me wrong, We like staying at BCV. Like the proximity to Epcot, Boardwalk, being able to see the fireworks and love their sand bottom pool but whenever we stay, we feel like we are the unwanted, relegated to the back of the class (property) more so in that resort than any other.

 

[kirstenb1]

We had something similar happen with the air conditioning when we arrived at our room at SSR. The carpeting was soaked. I told my family to wait while I went back to the front desk. Of course they gave us a new room, but I was very disappointed in their response to the situation. No one said "I'm sorry that happened". The front desk guy was just totally indifferent. We had unloaded all our suitcases and groceries before I walked back into the bedroom and realized the water was soaking the room. I also had to ask for an employee to help us move everything to the new room. I just think it's common sense and courtesy to say "I'm sorry that happened, can I get someone to help you move your belongings to the new room?"

 

[GrnMtnMan]

I would have gone to the front desk on day 1

I stayed at BCV in August, and I forget what the problem was, but I had to march to the front desk and be that-annoyed-guy to get something done.

 

[manning]

This is minor in my case but shows these things are on going. Back when they started using key cards for charging and getting into rooms.

1. tried to charge something in the park and was told we checked out yesterday....hmm 3 days before we were scheduled. Go back to front desk. they had to reissue card and it would take an hour. Took two, they forgot to bring us the new cards as promised.

2. Got new card went to the park. Got back and couldn't get into the room. Fixed again.

3. Day of checkout go to breakfast and come back at 9:00am. Guess what locked out of the room again. Go to front desk and told we checked out (express).
Well yes but that card should word until 11am. Wait until 10:30 to get that straightened out. Told them no way we can be out by 11am. We got out by 1pm. Didn't get charged extra points.

And we never got an apology.