BCV trip report(long and not glowing)

[mb168]

Man, it pains me to write this report. We have been going to Food and Wine now for 3 years. Our first year was our first trip on points and we stayed at BCV studio to be close to EPCOT. Last year we stayed at BWV since we never had been there but it was still close. We also stayed a week at BCV last summer so the kids could go to SAB. So we decided to switch back to BCV to be closer again. In both previous trips to BCV we've had small issues with the room like the bedroom door wouldn't lock on our 2BR or the fridge door had to be pushed shut not just swung. The kind of stuff I can overlook but makes you wonder why things were a little off when it was brand new in 2002.

Well, we got there at about 11 and went to check in and see if the room was ready yet. I know check in is later but we always get there between 11-12 and try it and about half the time we're successful but we are very familiar with the call in for our room after we check in card. So off we go to FW. 1:00 call, no room. 3:00, no room. So at 4:45 we decide to leave EPCOT and check on the room , SURELY it would be ready now. When were walking down the bridge from the International Gateway I told DW to just call for the room so we wouldn't have to stand in line if there were a lot of people there. They told her our room was ready but had not been inspected but put her on hold. When we were walking in the lobby I told her to just hang up, I'll go to the desk and see whats going on, it was now after 5:00. I tell the girl at the front desk what happened. She said she didn't know but the computer (those darn things) said that the room was ready. I told her the lady on the phone said it wasn't inspected and she looked again and said "I don't know, it says it's been inspected." So she gave us 416, which met my requests made 11 months ago of top floor, pool view, non smoking. Off to the car to load up the baby stroller with our stuff(carried the baby ) and up to the room. Open the door and I notice the coffee table is out of place and sitting in front of the glass door is one of those squirrel cage blowers, not blowing. I went back outside to see if there was a maid around but didn't see on eso I went back to the room to call the front desk. Right before the call is answered the blower comes on WAAAAAAA!!!! I told them what was there and then wondered why was it there and as she asked if I needed someone to come get it I reached down to the floor and confirmed my suspicion. I told her that it would be great if they came and got it but the carpet was still soaking wet. The blower only ran 20-30 seconds and then shut off(it did that every few minutes, run a few seconds then shut off) I told her it would never dry with that blower and DW wasn't crazy about DD1 crawling around on the wet carpet no matter how sloshed we got later at FW. After more time on hold I was told it did show it had been shampooed but there was another room, 406, but I'd have to come down and get new keys made. One other perceived "bad" thing about this room was it was the first one opposite the elevators and guest laundry. Don't know how noisy it would have been but I'm glad I didn't have to find out, maybe that was the bright side to the wet carpet.

I wish that was the end but some friends of ours came down the next day and had almost a repeat. Checked in at noon, went off for the day calling occasionally, but they waited until 6:15 to go back to the resort and go to the front desk and their room STILL wasn't ready either, then it was, went up and it wasn't, back down for new keys to the new room that was ready, but the keys didn't work, back down for second set of new keys to the new room, back up and everything worked, showered, and back out to our 7:45 PS in Japan. When he used the resort card/key to pay for his meal(which worked in the door now) it didn't work as a charge card and they had to call back to BC front desk or get a real credit card to charge the meal.

I can't say enough good things about Food and Wine though. It has been great every year and I'm sure we'll go back next year, maybe stay at BWV though. I've also got BCV ressies for our annual week trip next June but I think we'll go back to OKW for that one. We don't need to be close to any particular park and the room is bigger with 3 adults and 4 kids plus less points. I also know that many others have posted problems here about BCV but they are usually related to failures or problems with things like ACs or TVs and I just didn't want to believe there was actually an operational problem but I have seen it now first hand with two seperate ressies in just 2 days. I know that everything can't be perfect all the time but I don't think this was an isolated incident, there is something not right here operational wise. I have never had a problem at OKW and have stayed there more often. 2 times at VWL and BWV were great but every time we've been to BCV there has been something, big or small.

 

[tjkraz]

I really don't think that it's fair to bash housekeeping at one resort over another--as some folks often perceive happening here. But I do think that some properties face a challenge that others do not--near 100% occupancy rate.

To my semi-educated eyes, posts on this board give the impression that BCV is almost always completely booked. If true, that gives the housekeeping staff exactly FIVE HOURS to fix ANYTHING that may be wrong with a room after guests depart. Things like carpet cleaning, patching holes in walls, plumbing repairs and furniture repairs have to be done on-the-fly.

If the previous occupants of room 416 really trashed the place, housekeeping had to make a decision--leave the room in a sub-standard condition or make an honest attempt to get it up to par. They chose the latter, and an equipment malfunction may be all that stood between you and a spotless room. Neither scenario was ideal, but I guess you gotta give them some credit for making an honest effort.

For what it's worth, I guess I have to agree with mb168 that there may really be a problem at BCV. The scary part is that it may be a problem with no solution.

 

[slp87]

Sorry about all the room mix ups and glad you had fun otherwise. We stayed in 414 on our trip in March which was also directly across from the laundry and I am glad to report that we never heard a sound!! I was quite impressed. The same week we were next door to the vending room at BWV and didn't hear a sound from it either. I was very pleased with how well those rooms have been insulated.

 

[LIFERBABE]

I really enjoyed the F&W Festival this year too!

Did you see any concerts?

I thought you were fair in your report and I too would have been disappointed with the lack of readiness. Basically that room was not ready and should not have been issued until it was ready.

We have the same issue with equipment at work. Production requires so much output. Maintenance requires production downtime. Production takes the priority over maintenance until the equipment breaks down completely which requires additional down time which negatively impacts production. Our solution: Schedule maintenance into the production schedule. Quality is Job 1!

 

[Sammie]

Originally posted by tjkraz
I really don't think that it's fair to bash housekeeping at one resort over another--as some folks often perceive happening here. But I do think that some properties face a challenge that others do not--near 100% occupancy rate.

To my semi-educated eyes, posts on this board give the impression that BCV is almost always completely booked. If true, that gives the housekeeping staff exactly FIVE HOURS to fix ANYTHING that may be wrong with a room after guests depart. Things like carpet cleaning, patching holes in walls, plumbing repairs and furniture repairs have to be done on-the-fly.

If the previous occupants of room 416 really trashed the place, housekeeping had to make a decision--leave the room in a sub-standard condition or make an honest attempt to get it up to par. They chose the latter, and an equipment malfunction may be all that stood between you and a spotless room. Neither scenario was ideal, but I guess you gotta give them some credit for making an honest effort.

For what it's worth, I guess I have to agree with mb168 that there may really be a problem at BCV. The scary part is that it may be a problem with no solution.

I agree. I also think and this is just personal observation from over hearing conversations at the front desk that when guests check in before the official time, and call back often to check on their room, that pressure is put on housekeeping to "hurry up" so the guest that is calling can get into the room.

I truely wish that Disney would just enforce the after 4pm check in like most condo resorts do. When we rent a condo at the beach we are told please do not check in before 4pm and if you do you will not be allowed in your room early. That in order to properly clean a unit they need that much time.

I know for fact that the BCV stays very busy and for whatever reason the resort substains alot of damage from it's guests. And please do not insult those that rent, as I also know that most of the damage is from members. I know that members that post here would never do this, but we are a small percentage of the total number of people staying there.

I agree that there is a problem at BCV and I am not so sure its all Disney management or housekeeping.

 

[AMcaptured]

I strongly encourage you to write a letter to Sam Pensula, he is the General Manager at the Yacht and Beach Club and Villa's resort....

Coming on the board and voicing your concerns helps blow some steam but it does nothing to change the situation there.

We had problems this summer and I recieved a call from the executive offices after I wrote them a letter and was told they appreciate being contacted about problems because they do exist and management is trying to correct them.

I personally believe ALL hotels have issues and to think ANY Disney hotel doesn't is naive.

I understand what you went through, I'm sure you were all very disappointed.

 

[d-r]

Did you check in on Sunday the 10th?

 

[mb168]

We were there this past weekend. I checked in Thursday the 14th and our friends came on Friday. Didn't make it to the concerts. Wish we had someone other than the Temptations and Taylor Dayne. I like songs by both but if I wouldn't stand in line for them. Maybe stand back in the USA area and listen. Saw Three Dog Night last year though.

As far as the room, I wouldn't have even made the post if it was the only bad thing that had ever happened there, or if it had only happened to me, or if I've never heard a bad thing on the forums here. I would have written it off as just one of those things that happen. I LOVE to go to Disney and just don't want to believe that anything bad happens there and when it does I generally overlook it because stuff happens occasionally whenever humans are involved in it. Since last year at FW trip, we've been 8 times, sometimes on points, sometimes cash. We've stayed at VWL, AKL twice, POR twice, OKW, POP, and BCV in the past year and the only problem has been at BCV. I can't believe that the problem with BCV is there is only 5 hrs to clean, they all have that same time. Hire more housekeeping. I like the early check in though. If everyone had to wait until after 4, it would be like checking in at the value resorts, a line out the door. I love the fact that I have never waited more than a few minutes to check in at any of the DVC resorts including BCV. I've stayed at POP, POR, and CBR and stood in lines that would rival Splash Mountain in the summer and they've always had every desk filled with CMs checking people in, but I've never waited for more than 3 people ahead of us in a DVC lobby. You get in and out then just call later to get your room number so you don't have to go back in line, kind of like a Fastpass. I think the resort likes that because they can handle you in an off peak time without jamming the lobby with people. Kind of takes a load off the mind too that you can go start your vacation and then go back whenever to the room and unpack without standing in a cattle line.

Another thing I didn't mention in the original post was we didn't get a packet when we checked in. Just a room key. I didn't think much about it until I was wondering what park was early entry on Friday and didn't have anywhere to look. The only one I can remember is MGM is Saturday because its the day we are there most often.

 

[tjkraz]

Originally posted by mb168
I can't believe that the problem with BCV is there is only 5 hrs to clean, they all have that same time. Hire more housekeeping.

Let me clarify my particular point.

IMO, the difference between BCV and any of the other resorts you mentioned is the consistent occupancy level. If POP is at 95% occupancy, a room discovered to be in need of additional cleaning / repair time can be taken out of service. Any guest that might have been tentatively set to check-into that room is simply moved to another open room.

As a whole, the WDW resorts are rarely at full capacity. And, even when they do reach periods of full capacity (Christmas Holiday), those periods pass in a few days or a week. You also have daily housekeeping at the cash resorts, perhaps helping to keep a small problem from becoming a big one.

But, at BCV, the resort is probably near 100% capacity almost year-round (excluding the occasional no-show or very late cancellation, for which the resort cannot even plan.) DVC does have the ability to schedule rooms to be taken out of service for maintenance, but you can't plan for a carpet cleaning 11 months ahead of time.

We all know that you can't shampoo a carpet and have it fully dry in 4 hours' time. If it were a room at POP, or POR, the room would have sat vacant for at least a full night to allow it to dry . But when you've got 205 rooms at BCV and 205 guests booked for the night, it just isn't an option.

I hope I'm not sounding too much like a Disney apologist. I've read far too many posts where anyone with a negative comment was made to feel as if their complaint wasn't vaild or the guest was blowing the situation out of proportion. In this case, I genuinely do agree you had problems with the resort.

My only point was that I'm afraid these types of issues may be unavoidable in the long run.

 

[Disney1fan2002]

We stayed at BCV once, and when we got to our room, the carpet was still wet. This did not bother me. It told me the carpets were clean. I did not have a baby to worry about crawling around on a wet carpet, but I probably would of put my stuff down and gone off for awhile until the carpet dried. I hate moving once I have been given a room, so maybe that is just me.

I can understand your frustration with BCV, but so many other people have posted their trips to BCV were uneventful/wonderful. I am guessing it is a handful of people who have a "glitch" You happened to get two. Sorry.

We own at BCV and OKW, our last trip in April and this trip coming up, we are at OKW...but the next trip we take on points will be a BCV. The kids can't wait to jump into SAB again, and they could care less what the room condition is! LOL

 

[d-r]

I was wondering if our fortunes had crossed, but they did not.

We checked in on Sunday for three dedicated 2-bedrooms.

I hate to post bad about beach club, because there are many things there I like, but we had a tough time checking in, too. Each of the 2-bedrooms had our name and two had the name of one of our guests, so they could check in if they arrived separately. We stopped by around noon just to check how it was set up (24 people, so we wanted to not be a hassle), and they had already assigned each of the rooms. They couldn't tell me the number of course, but the one in my name only was fourth floor woods view, along with one other, and the third was third floor (we made 11 month out reservations to get dedicated). OK, about 3 the third floor room came open, and then between 3:30 and 4 the second 4th floor room came open. Thank goodness the one that was a little late was the one in my name only. So we get it assigned maybe 10 minutes after four. Only it isn't on the 4th floor now, it is on the third. No big deal. But we arrive and there is that big carpet fan set up in the middle of the floor. All the carpet in the whole place was wet, and we have a baby with us. So we call, and there are no more rooms in the inn. They could try to move us tomorrow maybe (we didn't bother of course). They'll have some one come and dry the carpets "it will only take a second for them to dry." Basically, a guy comes and removes the fan. So another call, and they will come dry them in the morning.

After about an hour bell services still hasn't brought up our bags, so we give them another call. Can't find the luggage. Guess what, they were stored in the rack for fourth floor rooms, and since we were in a third floor room they couldn't find them because they expected us to be in a fourth floor room.

So I figure that someone else had been assigned that third floor room we were in, came in and there was a mess in the carpet, so they went to the desk and got moved to the fourth floor room we had been assigned to, and we were brought in late to the room that just had the carpets cleaned and were still wet with the fan blowing. And you know, I'm glad it was the room we were staying in, not one of the other rooms for the family, and I also understand that wdw was REALLY busy last week. I just wish they hadn't moved us like that assuming we were too stupid to know what they did, I'd have rather had a "whoops, we're doing the best we can." It ultimately wasn't a big deal.

One other screw up that didn't go very well. We were at magic kingdom with part of the group, and part of the group walked across epcot to take the monorail to magic kingdom. Beach club had set up my grandfather with a wheel chair, and he was part of this group. But instead of a yacht/beach club wheel chair (that could have gone anywhere), they gave him an epcot wheel chair. So they get to the monorail and they can't go on with the epcot chair. OK, that's not too big a deal, but remember this is a big group. One group was already on the train when they decided to hold up the chair, and the doors close. Guess what, that group had all the park tickets, so three people were left at the monorail platform with none. That's just not OK with me, if they are going to keep talking about "magical gatherings" they need to be able to accomodate groups of 24, which is only a small part of our family for that matter. That ended up being a pretty good screw up with people trying to figure out how to regroup, get a new chair, etc.

One other thing that bothered me a little. When we've been there before storm along bay opened at 8, so I figured on our check out day we'd take the kids down to the pool for a couple of hours, then they'd still have time to change and shower to check out. I even pushed the "information" button on the phone once to ask several questions, one of them being SAB hours, and was told 8- midnite. Guess what, storm along bay opens at 10. So I had some kids wanting to go to the "big pool," so we go to the quiet pool then to SAB at 10 for a few slides, and we left about 10:30. I thought I'd drop by the desk and check us out on the way back up (everything is packed, just need to put dry clothes on the kids). "Is everything out of the room?" Well, no, the pool didn't open until 10 so these kids need to go change. "Oh, we're sorry, but the hours are based upon seasonal needs." Man, I wish she hadn't said that. Seasonal? OK, this is regular season for cash rooms. This is a middle season for points. My 320 points pay the same dues. And a few days ago you just told me that the resort was at capacity and there were no more rooms. So how is that a seasonal demand? The place is crowded as all get out and there is no demand? Anyway, I thought the 10am - 8 pm hours for storm along bay were too short.

One funny thing. When we got there early on Sunday, I was planning on going to Sams and getting some grill out burgers and hot dogs and grilling out at the beach club -big group arriving, let the kids in the pool, have a nice evening get together sort of a thing. I couldn't remember exactly where I'd seen the grill before, so I asked one of the bell services/ valet guys where it was. "Oh, sorry, they took that out about a year ago." Oh, no, really? I was a little let down! Well, maybe the boardwalk I guess. "No," he said, "they took them out there, too." Holy cow, really? "Yeah, there's not any on property anywhere." Well, I know they have them at old key west. "Oh, well, maybe they still have them there. But they took them out here." Well, darn, no grill. So out of curisoity I walked around the outside of the building, and there by the canal, were two grills and a picnic table and a couple of benches, just as nice as could be. Maybe they had taken one out some place else or something? Anyway, grilling out went fine.

Another thing that bothered me, it didn't matter to me personally, but outside the international gateway to epcot there is a sign that reports park hours. It was never changed while we were there, and was consistently wrong. Epcot should have one person down there assigned to change that. I could see somebody looking at that and getting wrong information.

That said, a great time was had by all, and there were many wonderful moments, pixie dust, etc. through the week. But the only two problems that affected any of us (room, wheel chair, and I guess SAB hours a little, too) stemmed back to beach club.

 

[lovwdwalot]

I agree with tjkraz, this resort is so packed all the time because of SAB. Plus with little kids staying with familys also, you are going to run into problems with the rooms not being in tip top shape too. That could be the reason for it taking longer to get the rooms cleaned faster also. And like Sammie posted I too wished Disney would enforce the 4:00PM check in time. It just seems that too many poeple on these fourms expect ot have a room ready as soon as they step foot in an resort, be it at 10:00am or 7:30am and when that will not happen they bash the resort for it. (I know I will be flamed for saying that!) BCV is taking on alot of guest there, more so than any other DVC resort because of SAB. So you will run into alot of things wrong in the rooms, that is why you should call to get things fix ASAP when you are there. On the resort card not being able to charge, I read another post where the same thing happen to someone else when they where staying at OKW. I wish I could find the post for everyone to read but the cliff note version is they not once had to get new cards but 4 times. So these things can happen at any resort not just BCV.

 

[mb168]

Well I would definitely hope that someone has an uneventful dealing with the resort or there would be people backed out the door complaining. And like I said, I've overlooked the little things like the door not locking, I wouldn't want to change rooms over that or call raising a fuss or even spend this much time on the forum talking about it. I'm just not a complaining person. But if I think there is a problem, and other people are having the same issues, it probably wouldn't take many people to mention it for something to get done.

I get what you mean tjkraz but I still have a hard time believing that BC is running at max occupancy all the time more than any other resort. Maybe sometimes but not continuously. Its also my understanding that all resorts have reserve rooms for just such an occasion. So if the toilet is broke or the carpets are wet, they have somewhere to put you. I also don't think this past eekend was a max level time since I never had to park more than 6 cars back in the parking lot and the lot was never even half full. There just didn't "seem" to be that many people there in the lobby, at the pools, elevators, anywhere.

 

[d-r]

yes, we once had a room that was very much not clean at okw.

 

[LIFERBABE]

I own at BCV and also loved staying there this past June, but let's not reduce the complaint to the room not being ready prior to 4. The OP was full aware of the check in time and since they did not obtain their rooms until after 4 pm, that was not the issue.

If they are booked to capacity and don't have an acceptable room to issue, then they should explore the alternatives. At least let the recipient of that room know the condition and let them decide if it is acceptable. i.e "the floor is still drying you can wait or we can place you at XYZ"
Not give someone a room that doesnt meets standard and hope they don't notice the fan sitting in the middle of the living area. Yes the carpet will be dry tomorrow, but the OP needed a room today. With a small child, that is more an issue than with older children.
That is a service issue. Quality issue. Customer satisfaction issue. The fact that they operate at 100% capacity should have no impact on the quality of service they provide unless they start discounting points per night. A studio with a dry floor is 12 points or you can have a wet floor studio for 8.

 

[rinkwide]

Our family reunion group checked out of BCV on Wednesday the 13th (actually, we were forceably removed from the property) and I'm afraid an apology is in order.

See, a good friend was going on vacation and I had forgotten a promise to house-sit her prized miniature horse. Naturally, this ends up being the same week as our WDW Magical Gathering. Anyway, to make a long story short, my brothers and I ended up sneaking Stubby into one of our 2br Villas. For the first few days everthing was just fine but then the oats and hay ran out and someone in our group fed the poor animal a can of Hormel Chili for breakfast. Little did we know that the newspapers covering the floor just wouldn't be able to cut it anymore. When we returned from a LONG day at the parks we were greeted by security who had already packed our bags for us (how nice).

Anyhoo, really sorry about the required haz-mat style shampooing of the carpets. We learned a valuable lesson; Even if a horse acts like he wants something else, only give him oats and hay.

 

[mb168]

You should have stayed at AKL rinkwide, no one would have noticed the smell there.

 

[Disney1fan2002]

Originally posted by rinkwide
Our family reunion group checked out of BCV on Wednesday the 13th (actually, we were forceably removed from the property) and I'm afraid an apology is in order.

See, a good friend was going on vacation and I had forgotten a promise to house-sit her prized miniature horse. Naturally, this ends up being the same week as our WDW Magical Gathering. Anyway, to make a long story short, my brothers and I ended up sneaking Stubby into one of our 2br Villas. For the first few days everthing was just fine but then the oats and hay ran out and someone in our group fed the poor animal a can of Hormel Chili for breakfast. Little did we know that the newspapers covering the floor just wouldn't be able to cut it anymore. When we returned from a LONG day at the parks we were greeted by security who had already packed our bags for us (how nice).

Anyhoo, really sorry about the required haz-mat style shampooing of the carpets. We learned a valuable lesson; Even if a horse acts like he wants something else, only give him oats and hay.

 

[queenof4hearts]

rinkwide,

Was that a joke? It was confusing.

 

[calypso*a*go-go]

Sorry for the problems with the room but I'm just happy to hear how often they shampoo the carpets! I always wear socks (white, as I'm a geek and proud of it!) when walking around in the room and have been absolutely disgusted how dirty they get in some of the nicest hotels. I'm sorry, but to me, shaking some powdered stuff on the rugs to deodorize it before vacuuming is not "cleaning" the carpet.

We'll be checking in ourselves in just a few days and I hope I can post nothing but positive comments (fingers and toes crossed!).