boardwalk nightmare!

[Sammie]

Not to make any excuse but I do think the new system is causing havoc for everyone, guests and CMs too.

I am glad they refunded your points for the night.

both times after the guarunteed room ready time

Actually there is no guaranteed room ready time. Rooms are ready "after" 4pm and yes sadly that can mean as late as you got yours.

 

[disneynutz]

This isn't a system problem, it's a people problem. As I posted a few days ago, the same thing happened to us at SSR last week. It starts with the Mousekeepers not having enough time to do their job. They forget to status the room or use a incorrect code when they status so the status change and Guest contact is never made.

We were also told at two different resorts that they have discontinued giving the Guests the call for status phone number cards.

Bill

 

[Lyndz]

Hope you enjoy...
Heading to BWV next week...hope that things straighten out..

 

[n2mm]

But did you get your wine back!!

 

[Cee]

I was thinking the same thing....PRIORITIES!

 

[bobbiwoz]

On Tuesday we never got a call that our room at AKV was ready. We were told that they system/computers were down, as we were not the only people who didn't get a call.

 

[starbox]

But did you get your wine back!!

We did. Boris at guest relations at the back gate was extremely nice and walked it to the boardwalk for us! We would not have been able to pick it up before they closed at 9 because of Illuminations/CP.

All in all, it was just a series of unfortunate events - and whatever system glitch there is, at 5:00 we were the only ones at the front desk and someone should have checked the room. They really should have gotten it checked by 7:45 when we waited again. Three front desk CMs working at once could not get an answer about the room. Then, the manager was not apologetic at all - her answer was "Your room was ready at 4:00". Which did not make us feel better since nobody would tell us the room number.

Also, we asked at 5:30 if we could just be called when the room confusion was fixed and were told they could not call because a computer makes those calls and it was after 4:00. They said, just come back after dinner and we'll have it. We did, and then got turned away again.


Really, the whole point of staying onsite is that it should make your vacation less stressful. It should not increase your stress! My issue, honestly, is not the room mess because stuff does happen. I get that. BUT if stuff happens, a company should apologize and try to make the customer feel better. They should not say "our housekeeping and front desk made multiple mistakes but that is not my problem." Which is what management did at first.

We did get it resolved, but I still think DH should not have had to go down and seek the manager out to complain about the way this was handled. I would honestly rather have had a sincere apology than points returned.

Boardwalk is lovely, it has a great location. But the manager we encountered last night was not professional, efficient, or courteous.

 

[vicki_c]

I don't get the manager thing. Why would she choose to be rude to YOU when it's clearly her employees that were at fault? That is way out of line. I'm usually the first to make allowances for people and things, but that would have made me the maddest of all.

 

[kansas_wazzu]

It's Monday morning. You're there for a day of fun and I am trying to get two kids dressed for daycare. Trade ya!

Go enjoy!

 

[burnsoc]

Then, the manager was not apologetic at all - her answer was "Your room was ready at 4:00".

Glad to hear it finally got resolved for you. My answer to this manager would have been "Common sense would tell you if my room was ready I would be in it and not talking to you." It really aggravates me when you're trying to straighten out a problem not of your making and a employee in customer service makes such idiotic statements.

 

[starbox]

It's Monday morning. You're there for a day of fun and I am trying to get two kids dressed for daycare. Trade ya!

Go enjoy!

We are actually packing and driving today. My school system does not get out until the 23rd this year so I have to go back to work. Just took this one day off so we could have an anniversary weekend and see CP as our anniversary gift to each other.

The CP was great. A little cold - but worth the drive.

 

[Tiger926]

Glad to hear it worked out. Best of luck returning to school - we don't go back to school until Jan. 3rd.

We had a similar experience at Boardwalk this summer - horrible customer service, many screw ups with bell services, text system that does not work, 1 person working at check in despite 10 people in line, etc.

I love Boardwalk, but I don't love their lack of customer service, tact and patience.

Happy holidays to all, Tiger

 

[alldiz]

Have a great trip....glad they gave you your points back...but i'm sure you would have just wanted your room.

Happy to see some pixie dust with your returned wine.
Enjoy
Kerri

 

[PatMcDuck]

The story brings back memories of us changing rooms during our last BLT trip. We checked out, stored the luggage and went to MK. As we left the monorail, the skies opened up, and by the time we made the short walk to the turnstile, we were completely drenched, even using ponchos. The wind was making the rain go sideways, and the water was deep underfoot so all of our shoes were soaked. Now, this was about 10 am on about Jan 1st, and it was cold too! (it rains hard daily on our summer trips, and we take it in stride). I have been caught in rain at WDW many times, but this was bizarre and extraordinary, some sort of weird squall. It was SO bad, we would normally have returned to our room, but we HAD no room. Stayed at MK awhile, trying to have "fun", which we did, somewhat. We gave up after a bit, and had to "camp out" in the Contemporary lobby....... Room was ready about 5 pm, which is not that bad, of course......

DH says, no more changing rooms mid-trip! (he was the biggest baby about the whole thing, actually!) It is like a jinx to change rooms sometimes.

 

[DVC SSR Owner]

I have a theory that the manager was somehow trying to cover their a$$ by deflecting the blame to you. I have seen this crap before. Make sure you report them by name to DVC member satisfaction!

 

[GBBTomorrow]

I'm glad you got your wine back and that you were finally put into a room and reimbursed the points. What a hassle.

I think this is one of the great things about the Disboards: you have a place to vent where people know what you're talking about and will offer suggestions and sympathize.

Have a great vacation!

 

[Swayhoover90]

Being Christmas time your situation brings new meaning to "no room at the inn".

I hope that the rest of your trip is magical!

 

[backyardponder]

Starbox, glad it finally worked out.

John

 

[Simba's Mom]

OMG, what a horrible experience! What I can't understand is whatever happened to "room ready"? You mean to tell me that there was no clean room between the time you checked in in the morning and 10:00 pm that they could have offered you? Anyone who checked in to the same size villa during those 12+ hours had to wait past 10:00 pm also? It makes me realize how very fortunate we were. We checked in to BCV during the F&W around 3:00 and our room wasn't ready. At least we were offered another villa, but chose to wait (while we ate at B&C) When we returned after 5:00, the front desk changed our room assignment to one that was ready "because you've been waiting so long". The new villa wasn't exactly what we'd requested, but it was OK AND READY. Making you wait until after 10:00 is inexcusable.

 

[DebbieB]

I don't think they ever used "room ready" at BWV. Anytime I've checked in, our room was already assigned. The latest I ever waited was 4:00. The last 2 times I've stayed there, our room was ready when we arrived at 2:00.

5:00 was bad but not having anything by 7:45 was crazy. It probably was ready but no one released it. All someone had to do was go to the room to check it. At least the OP got their points back.