Blt front desk really

[Iwanabatdisney]

I think there is something wrong at BLT in general. We have stayed there a few times (paying cash through Disney) and the CMs are by far the rudest that I have ever encountered. Housekeeping is horrible too, not how they clean, but their attitudes and how they run things. Maybe there is a horrible manager or something, sometimes that can filter down. Just my opinion based on a few stays.

We stayed there in early September, (first time at BLT) paying cash through Disney and had the most wonderful experience, ever! The front desk CM was the most pleasant person ever, went out of his way to make sure we got a dedicated 2 bedroom as I had requested. He gave us buttons to celebrate our special occasions (first visit, a couple of birthdays & an anniversary - there were 7 people in our party). I had no issues with Housekeeping at all, the villa was as clean an any motel room of that caliber. I was so impressed with BLT & the accommodations, that before we left I went down to the front desk and told them that our stay exceeded my every expectation (I was practically tearful, but then I'm a pretty emotional person). BLT is pretty pricey, but we'd stay there again if we have a need for that large of a space. I know that people have different experiences, so I just wanted to give my honest opinion. Mine (ours) was truly magical!

 

[Maleficent53]

There's a difference between "We're closed. Go to the Contemporary." and "I'm so sorry, we're closed right now and the computers have shut down. I'm sure that the front desk at the Contemporary can assist you. Would you like me to call them for you and let them know you're coming?"

It's all in the tone and how the information is conveyed. (It's as my father explained "tact" - the ability to tell someone to go to hell and have them look forward to the trip.)

This! I work at an airport and believe me, many times we have to give an answer passengers do not want to hear. This is sooooo true!

However, in response to the OP, my first thought was "how awful for you" but if you arrived after the desk closed, even one minute, can you REALLY be angry with the CM? They want to go home at the end of their day, too.

 

[wishicouldgomoreofte]

As a BLT owner, I don't want my dues going up even more because guests, renters and owners, insist on keeping front desk staff past closing time.
I was fine with check-in being in the Contemporary.

 

[disnut8]

After reading through this thread, I'd like to ask the OP what he or she would have done if they were the Disney Cast Member? Seems like the front desk was closed as it was after 10:00 PM. Yes, respond with a more pleasant answer but what else. For the OP - if you had a job where you were "off work" at 10:00 PM but someone wanted something at 10:19, what would you do?

Yes, the is Disney World and we expect magic but why don't we expect magic from a grocery store that closed at 10:00 PM but we showed up at 10:19 and wanted baby formula?

And I have shown up at offsite motels after 11:00 and had to ring a bell to get someone to come around and handle my check-in. That took quite a while to do. I felt like I was trying to break in.

I understand the initial reaction at check-in but I also understand (without the attitude) how Disney needed to handle it.

 

[Sue M]

There's a difference between "We're closed. Go to the Contemporary." and "I'm so sorry, we're closed right now and the computers have shut down. I'm sure that the front desk at the Contemporary can assist you. Would you like me to call them for you and let them know you're coming?"

It's all in the tone and how the information is conveyed. (It's as my father explained "tact" - the ability to tell someone to go to hell and have them look forward to the trip.)

Totally agree! There is a right way and a rude way to convey info. Saying we're closed, come back tomorrow when you need to check in that night was very rude.

Happily, I find 99% of WDW CMs to be great. I've only encountered miserable ones twice, in all the times I've been.

 

[RachelTori]

There was no reason for rudeness on the CM's part. I just don't understand why the CM wouldn't tell you apologetically that they're closed for the night and CR's front desk would be happy to check you in.

Don't let it affect your vacation at all, cavesrus.

 

[TheRustyScupper]

Show up at 10:10 pm with 3 people as front desk and be told they r closed and come back tomorrow morning! . . .

1) Concierge Desks close at 10:00pm.
2) And, yes, you came after closing and were properly told to come back.
3) We are like other people.
4) We want to go home on time.
. . . our shift ends at 10:30pm
. . . we close the desk at 10:00pm
. . . this gives us 3-minute to count cash and balance our drawer and reciepts
. . . we rthgen need to deposit to "the bank safe", and get ready to clock out
5) If we talked to everyone after 10:00pm, when do we stop?
. . . we talk to you at 10:10pm to 10:15pm or 10:20pm
. . . someone else lines up behind you
. . . someone else lines up behind them
. . . we could be there until midnight, theoretically
6) When do we cut off the lines and get to go home to OUR families?

NOTE: You may have thought the CM's were wrong and rude. They were not
wrong, and maybe you thought they were rude because of the hour and you
wanted service after closing, and thus not receptive to the answer.

 

[maxiesmom]

Totally agree! There is a right way and a rude way to convey info. Saying we're closed, come back tomorrow when you need to check in that night was very rude.

Happily, I find 99% of WDW CMs to be great. I've only encountered miserable ones twice, in all the times I've been.

To be fair the OP was also told to go check in at the contemporary resort's main desk, which remains open. It is not as if they were told too bad so sad go away.

 

[Sue M]

Rusty, I work too, and agree they rightly were turned away, it's just the way they were told that doesn't sound nice to me. . A simple, sorry, we are closed but they will be happy to check you in over at CR is all they had to say.
When you have to be checked in that night, returning in the morning isn't an option .

Believe me, when work is over, I'm very ready to get out of there!!

 

[Sue M]

To be fair the OP was also told to go check in at the contemporary resort's main desk, which remains open. It is not as if they were told too bad so sad go away.

Oh, now I'll have to go back and re read!! Things get murky when taken out of context. I think it was how they were told more then what they were told that was the issue.

But we are all human. I'm as ready as the next person to leave work at the end of the day! Sometimes more then ready lol!

 

[paxsarah]

And I have shown up at offsite motels after 11:00 and had to ring a bell to get someone to come around and handle my check-in. That took quite a while to do. I felt like I was trying to break in.

I understand the initial reaction at check-in but I also understand (without the attitude) how Disney needed to handle it.

Totally agree! There is a right way and a rude way to convey info. Saying we're closed, come back tomorrow when you need to check in that night was very rude.

Happily, I find 99% of WDW CMs to be great. I've only encountered miserable ones twice, in all the times I've been.

There was no reason for rudeness on the CM's part. I just don't understand why the CM wouldn't tell you apologetically that they're closed for the night and CR's front desk would be happy to check you in.

Don't let it affect your vacation at all, cavesrus.

I'm pretty sure OP wasn't trying to check in and had been there several days already. As best I can tell, they were trying to resolve a dining/charge issue.

Boy my feet hurt lol! CS = customer service. She did not send me to main building till after I asked ok what do I call corp or what? Then she said go to main building. I generally don't let anyone get under my skin. I didn't let her know she got u der my skin for sure was nice polite and hobbled over to main building (my feet hurt) lol. Spoke with guy over ther and he fixed dinning issue had been over charged dinning pts at tucker house magic band flub up they said said no if deal disney magic fixes anything lol! Then pd off the tab on magic band due to limit was close.

 

[Sue M]

your right!!! I don't know how some of us thought it was about check in

 

[VroomFam]

your right!!! I don't know how some of us thought it was about check in

This is like that game called "telephone" or something, where you whisper something and it goes around the circle, sure to be totally garbled.

My kids always accuse me of not taking their side, of being the devil's advocate.
I don't know about the devil's advocate, and I'm not the Mouse's advocate, but this is really rather silly, isn't it? I know that PERSONALLY, I get bent out of shape when I am tired and want something that just doesn't work out, especially with my family in tow. Sometimes later I realize it was my taking things wrong. Often I know we hear things differently than were actually said, or in a different tone than we should. Often, I ASK things in a different tone when I am tired.

Maybe the CM was tired and foot-sore as well, and maybe the previous guests had been rude or demanding. There could have been a better answer, but it was late, there was nothing this CM could have done anyway at 10:30 PM, so why get bent out of shape? I really don't think the OP was all that upset either, just frustrated that they didn't immediately get directed to the other desk. The front desk CM might have even told a room mate or other CM later that they were rude by accident and regretted it.

Hopefully, the OP enjoyed the day and the trip anyway, and the CM does their best with every guest. But things happen, especially at the end of tough days.

My main point is that it is really not up to the CM working for $8/hr (as DCP interns make) to make every moment magical - it is MY responsibility to have a Disney frame of mind so I bring the magic with me. That way CM can only add, not take away from my experience. But be careful, it is contagious!

 

[RachelTori]

your right!!! I don't know how some of us thought it was about check in

my excuse is "selective" post reading!


but I think we all still agree, there's no excuse for CM rudeness -- even though that may not have been what happened in this case!

 

[goofy4tink]

What one person takes to be a rude response, another person will find it to be an acceptable response. It's hard to say what is rude. We weren't there, we didn't hear the exact conversation or the tone.

 

[cavesrus]

Rude is rude plan and simple was I tired hell yes 10 hrs at the mk will make u tired but i was n good mood yes even with dinner issues yes np I paid for meal and moved on. Said we can work it out later at hotel like wait staff told me. And we did at main desk at contemp. Had the lady at blt said I. Sorry sr but we close these desks at ten but the main office will handle anything u need I would of hand no issues! She said come back tomorrow. And was rude. I then asked can I call a 800 # that is when she told me that I can go to main contemp to get help. Funny thing was guy over there was like yea I hear that a lot about the night staff. ( prob shouldn't say that but he did). He said I feel no guest left behind for no reason! True disney cm. oh well we had a amazing trip we will stay at blt again for sure even with issues we had. But r looking forward to kidnai savannah view n sept!

 

[drew64]

Maybe the CM assumed a guest who had been staying there would be familiar with the hours - which are also posted quite plainly - and if the guest wanted to go to Contemp desk they would have done so, hence the comment that they could be handled at BLT the next day - when they were open.

I honestly do not see anything rude in what was reported that the CM said. I don't think any CM should be expected to reopen a closed desk and stay even later, especilaly for something like this that could be handled at a different time.

 

[Grammy4Lizzy]

Since the OP was not checking in but complaining about a dinner bill, coming back tomorrow is a totally acceptable solution. Since the OP did not want to wait until tomorrow, that is when the CM said please go to CR front desk.
I would have complained about the bill at the restaurant as that is the place where it happened. I feel it is always best to take care of something unpleasant as soon as possible to avoid it building into a bigger problem than it was. I am sure that there is some kind of sign stating what the hours are at BLT.
As we were not there, we don't know what tone the CM used but I don't always believe the first story told, as the CM is not here to defend theirself, I will withhold judgement.

 

[cavesrus]

First off dinning told me of issue they told me what prob happened and what did happen. Different Restraunt double charged us meal pts. So told me to have hotel fix it they did. Cm at blt had no idea of any of my issues as I was waiting n line for guy n front to get done. Personally I would rather pay bill get credit later than to waste my time. N park hours.

My wife and I both thought she was rude and handled issue poorly. I do c all pts said yes after hours sorry shoot me for not knowing and waiting n line! There was 3 cm there for heavens sake not like I stormed to the front and demanded anything. I was just waiting then she informed me they r closed and come back tomorrow. That is when I asked my questions about who to call she said go over to Main. Had she been nice about it would not of posted on here but to b honest sorry I did!!

Just never seen a rude cm at high end hotel at Disney but oh well.

 

[Deb & Bill]

As others have said, only one side of the story has been heard. Sorry, it didn't turn out like you hoped it would.