Blackrock Revisited - An Update

[RobDoc]

As I have already reported , at the direction of Jason, a front desk manager at OKW, last Friday I sent an email to Member Communications about my check-in experience at the resort last Thursday night.

Yesterday, I had a phone message from Lynn Mitchell, the OKW/SSR Manager of Guest Services Operations. I returned the call and had a good conversation with her regarding my email. Lynn is the supervisor for Jason (and also had the same relationship with manager Peter from a similar experience last fall - also at OKW) and she suggested that some retraining is in order for many of the operations CM's at the resort. She insisted that "room ready" is the policy in force at all DVC resorts and, in fact, at all WDW resorts. She suggested that my perception of the experience might be more influenced by my ability to compare the present policy to former reservation policies, since I am a long-time member. She also insisted that per DVC policy, guests should NOT be calling the resort with requests (all requests are to be handled thru MS only) and that the managers who offer that as an option are incorrect. She did state that handicap requests, medical requests and multiple room requests are pre-assigned, but other requests are not.

At this point, I'm even more confused than I was last week, since I got no suggestion about how to avoid my circumstance of last week in the future. I was told that I shouldn't have to change my vacation habits, but got no assurance that I can expect any different experience on my next visit - except that managers might not suggest that I call the resort in advance any more.

I stated my concerns and shared my personal suggestions about the policy, as well as the comments by others on this forum. She honestly appeared to be interested in my comments, but also stated that the current policy was based on guest comments over a period of time and that there have been few negative comments about the current system. She indicated that my comments would be "passed along". After ending the call, I thought of a couple of other questions regarding the specifics from last week and called her back, but had to leave a message. I got no return call today. Hopefully someone will provide some clarification.

While we are still at WDW, I have had the opportunity to discuss reservation/check-in policies with other CM's and have been told that resorts in general (no specific information about OKW or other DVC resorts) do still have room assignors who make room assignments based on guest requests made thru CRO or DVC (not thru the resorts directly).

At this point, in spite of assurances by some Disney CM's and conflicting information from other Disney CM's, I still have no idea how the system really is intended to work. I don't see how room assignors are needed at all if those assignments are being changed at the front desk as guests arrive. I fail to see why there should any "Check-in is after 4:00PM" statement, if check-ins are encouraged and provided throughout the day. I don't see why ANY requests should be accepted if rooms are given as guests arrive throughout the day.

While I appreciated the opportunity to express my feelings on the phone to Lynn Mitchell, I have an empty feeling regarding any resolution to my particular concerns and intend to contact others within DVC to address those same issues. Since, apparently, this current policy was a result of significant guest dissatisfaction over a period of time (no formal poll of DVC members was taken, however it was supposedly all as a result of guest comments) , I would suggest to ANYONE who has concerns about the current policy to write to DVC and the resort managers themselves to express your own feelings on the current room assignment policy. I do believe that Disney does try hard to be responsive to guest comments and suggestions.

Apparently, guests who are able to arrive early are far more likely to have requests met at their resort. Perhaps we should all make our reservation and arrival plans on that basis. I have no confidence that the current system will have a positive outcome for those arriving late if you have any requests that are important to you. Apparently, the current policy can best be described as The Early Bird Gets the Worm.

.02

 

[CharlesTD]

Very good write up DOC I personally have no concerns with the current policy and have never really gotten something that terrible I had to move or couldn't live with it. I called MS for this upcoming trip and let them know we would need a late check in after 8 PM and I was told that since I only had one request it would be taken care of. I guess we shall see when we arrive next Sunday night.

 

[JimMIA]

First of all, Doc, in reading the original thread, it kept occurring to me that you might be on some sort of "bad" list. We all know you don't belong on such a list, but you have been persistent enough in standing up for your point of view and questioning things that don't make sense and trouble a lot of people, and I wouldn't be surprised if someone is watching out for you. I hope that's not the case, because you certainly don't deserve it, but fighting city hall usually has negative consequences.

At this point, I'm even more confused than I was last week, since I got no suggestion about how to avoid my circumstance of last week in the future.

Yes you did - they just denied it later. Call the day before.

I still have no idea how the system really is intended to work. I don't see how room assignors are needed at all if those assignments are being changed at the front desk as guests arrive.

They're there to assign handicapped, medical necessity, and multiple-room bookings.

I have an empty feeling regarding any resolution to my particular concerns

Oh, they've resolved them all right! Just not the way you (and a lot of us) would have liked!

I would suggest to ANYONE who has concerns about the current policy to write to DVC and the resort managers themselves to express your own feelings on the current room assignment policy. I do believe that Disney does try hard to be responsive to guest comments and suggestions.

I agree 100%, but I wouldn't get your hopes up. Disney uses "room-ready" because it's the best system for them.

They can't possibly accommodate every request. They do what they can, but beyond that, what more can we really expect?

They can and should accommodate medical necessity requests. There is no excuse for failing to meet legitimate medical necessity requests. They can use whatever criteria they want to qualify those, but they better meet them for guests who need them.

I'm sure they will try to accommodate my no-smoking preference if they can, but I also understand that they may not be able to meet that request.

Is it a perfect system? Naw.

Is it sensible? Yeah...from their perspective, it is probably the best way to handle things.

Will it inconvenience us? Sure, sometimes.

Is it "fair" to everybody? No, probably not. Most systems aren't.

I, for one, appreciate you taking the time out of your vacation to follow through on these issues while you are there and can do something constructive about the situation. I also appreciate the fact that you have done so in a respectful, dignified way. Temper tantrums don't work (except for DD3!), but calm, reasoned persistence sometimes does.

I hope the rest of your vacation has been better than this!

 

[RobDoc]

Very good write up DOC I personally have no concerns with the current policy and have never really gotten something that terrible I had to move or couldn't live with it. ...

I did not move on this trip, but still would appreciate an explanation why none of the requests I made 10 months ago could be honored. If they were not honored simply because of my arrival time, I just want to be prepared that late arrivals will always receive no consideration. I think it would be fair that ALL members are made aware, if that is the way the system is now designed.

Last fall, we moved only because the non-smoking room we were assigned had been previously occupied by a smoker. At that time, we were given no consideration about being without a room- even though our points were certainly charged for that day - and we had to vacate the unacceptable room by 11:00am and did not get another room until after 5PM. With a TRUE room ready system, we should have gotten the first room that was cleaned that day, but we were not afforded that courtesy.

It's great that you have never gotten an unsatisfactory room- we hadn't either until last fall. I hope your luck continues.

As for those who don't feel that expressing their disappointment (or satisfaction) with any DVC policy or CM behavior is worth the effort, that's fine. I have no problem with that at all. I've always felt it important to express gratitude when a CM has gone out of their way to make some "magic" happen for me (usually in person to their supervisor) and feel the same responsbility on the few occasions when something has been less than expected. I appreciate both points of view at my office and expect that any organization who holds patient/customer/guest opinions in high esteem will have the same level of appreciation for both positive and negative comments.

YMMV.

 

[wide awake]

This is ridiculous !!! We are penalized for living on the west coast...we either get an off site room or make do with the dregs. Also, anyone with seniority is not going to work swing or graveyard, so yippee, anyone arriving late gets the newbies. Sounds like it is this new thing that has taken over in business...we're good to our employees, don't really give a hang about the customers. Very glad we didn't buy into DVC given this policy, and pleased as punch that we can stay at SOG...not that I wouldn't like to stay at a Disney resort, but their policies are insane.

 

[bavaria]

As one who works in the industry, it seems clear to me that Disney works entirely on the 'room ready' policy, with a few exceptions. (Perhaps you couldn't get a room earlier in that example as all the rooms being cleaned were being held for the 'exceptions')

I have said it before, and will say it again - I cannot fathom that the room ready policy works for any department in a resort. So if guests are unhappy, and the resort does not function at its best, why continue the policy? In addition, if guests are choosing to stay elsewhere on their first night, there is the potential for WDW to lose revenue. For example, a guest arriving on a 10pm flight does not want to risk getting an accessable room, and books a room at an airport hotel instead, choosing to check in early the next day.
.

 

[bavaria]

One more thought:

How do cash paying guests figure into the equation? For instance, if DVC resorts assigned rooms/requests in order of medical needs, members, cash paying guests, would it be an issue?

I have paid cash before buying into DVC many times, and if at check in was told that my xyz request was not available, because all the xyz rooms had been given to members, I would not be upset. Most companies in the travel industry have 'premium' guests - that's why I sit in EconomyPlus every two week on United Airlines.

I realize that the percentage of cash paying guests may not always make this a realistic option, but it would most likely work better than the current policy.

 

[sjdisneywedding]

As one who works in the industry, it seems clear to me that Disney works entirely on the 'room ready' policy, with a few exceptions. (Perhaps you couldn't get a room earlier in that example as all the rooms being cleaned were being held for the 'exceptions')

I have said it before, and will say it again - I cannot fathom that the room ready policy works for any department in a resort. So if guests are unhappy, and the resort does not function at its best, why continue the policy? In addition, if guests are choosing to stay elsewhere on their first night, there is the potential for WDW to lose revenue. For example, a guest arriving on a 10pm flight does not want to risk getting an accessable room, and books a room at an airport hotel instead, choosing to check in early the next day.
.

good point on the loss of revenue. why would Disney want anyone staying off site the first night? another problem easily avoided by updating the reservation system to allow requests.

 

[CharlesTD]

Sorry DOC I guess my post didn't come across as I had intended my apologies for that. What I had meant to say wasn't to sound like you were being picky etc I was just commenting that we have yet to get a room even a smoking room with a family of non smokers that we couldn't put up with.

 

[OneMoreTry]

I would be willing to write a letter expressing my belief that requests should be honored based on time of booking. It may help if we all addressed letters to the same person (or persons).

We arrived at BWV at 9am about a year ago. We were told our room was not ready. I called several times throughout the morning and afternoon, and we had to wait until 345 to get it. That could not represent a room ready policy. I was either blacklisted (but had never stayed there before) or it represented a previously assigned room. BTW we got both requests -- non smoking near the elavator -- and had booked at 6 1/2 mos.

 

[rinkwide]

...Very glad we didn't buy into DVC given this policy...

If DVD gets wind of enough stories like this you can bet the policy will mysteriously change again.

 

[jbthi]

I don't think I believe Lynn Mitchell's story that all resorts have the room ready policy.

We usually stay at BWV. In fact we have 4 times since Nov. We checked in early each time and our room was never ready. In each case they would not tell us our room number but they did tell us what floor we would be on. That sounds like it was preassigned.

 

[Copper3]

Doc,

Other than writing separate letters, do you think bringing this up at each of the condo meetings in November/December would be a good time to alert management? There will be a lot of members at the meeting and they may listen if more members speak up at the same time. Boy, I wish they had a call-in number or web-access to those meetings. Can you post (or pm) the contact information for whomever you think would be the best person for everyone to contact with letters?

Thanks,

Copper3

 

[Tagrel]

Thanks Doc for taking time from your vacation to both follow up on this and keep us in the loop. Sounds like you are getting quite the run around here, when all you want is a straight answer. Seems that all you want them to do is admit that people are penialized for late arrivals, and they just dance around the issue. Most likely it would NOT be too popular with upper Disney management if people were told to stay elsewhere that first night when arriving late! I can hear the beancounters gasps of horror as I type this!

After the Character Caravan vs Early Entry fiasco a couple years ago, I have SERIOUS issues with Disney's spin that they give customers what they ask for. Disney does what's best for Disney. They change policy to either make operations easier, save money, or a bit of both. If enough people complain, then they will rethink the policy change. So, if you want something changed within Disney - you have to make it known.

I look forward to a posted email address to send a complaint about Room Ready. I like the idea of everyone sending complaints to the same person. The only truly fair policy is one that gives priority to when requests are made. Anything else is luck of the draw or how soon you can arrive. (Or how loud and obnoxious you can be at the checkin counter... I really dislike the practice of giving away other people's rooms to the loudest complainers)

 

[iluvdisney]

Doc - if I were you, after you get home and received that guest survey card in the mail, be sure and let them know all the problems, encounters, etc you've had on this trip.
Hopefully you'll get some satisfaction from them that way.Somehow I doubt that all of your comments will be addressed. It would be nice if DVC remembered they the "Members are a big part of making the Magic" in my opinion.
I've had most of my issues addressed to my satisfaction - hope it all works out for you too.

 

[JudithM]

First of all, Doc, in reading the original thread, it kept occurring to me that you might be on some sort of "bad" list. We all know you don't belong on such a list, but you have been persistent enough in standing up for your point of view and questioning things that don't make sense and trouble a lot of people, and I wouldn't be surprised if someone is watching out for you. I hope that's not the case, because you certainly don't deserve it, but fighting city hall usually has negative consequences.

I disagree with the thought that if you speak up at DVC, you might get on a "bad" list. I might not always agree with how DVC comes up with their decisions for change (room ready, pool slide at OKW, etc.), but I have never felt that a CM would put me on a "bad" list because I expressed my thoughts on an issue.

... As for those who don't feel that expressing their disappointment (or satisfaction) with any DVC policy or CM behavior is worth the effort, that's fine. I have no problem with that at all. I've always felt it important to express gratitude when a CM has gone out of their way to make some "magic" happen for me (usually in person to their supervisor) and feel the same responsbility on the few occasions when something has been less than expected.

I wholeheartedly agree that one needs to speak up with good & not so good comments. I don't hesitate to compliment a CM who has done a great job to their supervisor or Guest Relations, & I do the same if the service was not up to my expectations.

 

[JudithM]

Other than writing separate letters, do you think bringing this up at each of the condo meetings in November/December would be a good time to alert management?

The annual condo meeting is one way for members to express their opinions on various issues. I encourage any member to attend an annual condo meeting. You do not have to attend only the meeting for the DVC you bought into. I realize though that the reality is not everyone can attend these meetings shortly after Thanksgiving.

I do strongly believe that DVC CMs DO LISTEN to members. We might not always like what we heard, but they do listen. On the other hand, I do wonder what happened to the surveys all members used to get every once in awhile. Major changes (like hte OKW pool slide) should not be made without all the members input.

 

[Bruce in PA]

Just a short -- and possibly stupid -- question:

DVC used to allow new room assignments for those who were unhappy with where they were placed, charging something like $25 for this service (which they once supplied gratis...). Have they stopped doing this altogether?

 

[idratherbeinwdw]

At this point, in spite of assurances by some Disney CM's and conflicting information from other Disney CM's, I still have no idea how the system really is intended to work. I don't see how room assignors are needed at all if those assignments are being changed at the front desk as guests arrive. I fail to see why there should any "Check-in is after 4:00PM" statement, if check-ins are encouraged and provided throughout the day. I don't see why ANY requests should be accepted if rooms are given as guests arrive throughout the day.


Apparently, guests who are able to arrive early are far more likely to have requests met at their resort. Perhaps we should all make our reservation and arrival plans on that basis. I have no confidence that the current system will have a positive outcome for those arriving late if you have any requests that are important to you. Apparently, the current policy can best be described as The Early Bird Gets the Worm.

My thoughts exactly Doc, was going to post almost the same thing. Thanks for saying it so concisely.

 

[CarolMN]

I don't think I believe Lynn Mitchell's story that all resorts have the room ready policy.

We usually stay at BWV. In fact we have 4 times since Nov. We checked in early each time and our room was never ready. In each case they would not tell us our room number but they did tell us what floor we would be on. That sounds like it was preassigned.

I think she is mistaken, too.

My experience at BWV is almost exactly the same as yours. We have stayed at the BWV in late November/early December for the past few years. Our room was never ready, but we got keys and we were told that our requests were met or not at check in. (Since we always got NS, it didn't matter that the other request or two wasn't available).

It didn't seem to matter if we checked in early in the day or later in the evening and it didn't seem to matter if we checked in on Saturday or Sunday. Same thing happened. Since the BWV is at or very near capacity during the time we choose to go, maybe they have to pre-assign to make things work - I'm thinking of crisi's example from another thread.

Best wishes -

P.S. If I were Queen of DVC, I would find a way to honor (if possible - I wouldn't let rooms go empty or make guests move) the requests of owners who made their reservations at their home resort prior to the 7 month window. Everyone else's requests would be considered, but carry a lesser weight.