BWV 1 bedroom GV/Pool Review

[DeeCee735]

We are here now at the BWV in a 1 bedroom GV/pool room. I have guests, one here for the first time.

First I will say, as always, it’s beautiful here and still my fav resort. However, I will be honest that I am unsatisfied w the room and the issues it’s been having, and the lack of concern by the manager. Here’s the report so far.

Requested any floor near elevator or lobby due to a mobility issue of my guest (not wheelchair bound). We are almost at the end. We are in a room that has one little balcony, no balcony off master. I called and they said I should have requested a room w two balconies. In the 25 years I have been coming here, I never once requested a two balcony room because I didn’t know a 1 bedroom could come w only one. Okay….now I know. They couldn’t move us but offered to do so next day, checking out at 10 and then back in at 4 pm. That wasn’t going to happen with three senior ladies, all of our food, etc and having to wait for a room if we needed one midday so we chose to stay and we’re ok w that.

Kitchen sink….splashes and has a huge “spitting” drip after water is turned off, floor got wet. I called, manager said he would send someone. Door to closest by entrance to the room….opened the door to hang something, wall panel is hanging off and opened, exposing wires. Don’t know what the wires go to, but I know I’m not touching it, nor should I. I call again, sending electrician to look at it. Glasses….my guest opens cabinet to get a glass, it’s got lip prints on it. Takes another glass, fingerprints. I would have just washed them, but she suggested I report it as we have now a third “issue”. I do. They will send housekeeping to wash them.

Housekeeping comes while we are out, so did plumber. Electrician came while we were in the room, was very surprised to find panel as it was. Spent 10-15 minutes doing what he had to, fixed the thing. Housekeeping loaded glasses in dishwasher and pours powder all over glasses and bottom of dishwasher, never turned it on. So I did and an hour later had clean glassware. Plumber reports to manager that we have a “functioning faucet”. While on the phone w manager getting this info, I turned on faucet and then off, still big spitting gush after turning off, water didn’t splash to the floor. I did say a functioning faucet is not the same as a functioning properly faucet and we we hoping it didn’t drip all night as one of us was sleeping in living room.

I mentioned my disappointment in the rooms issues (and the location), and asked what
he could do, perhaps have a few of the points from that night returned? (because now it’s 11pm and much of our check in day was spent dealing with this #$&@). We discussed the standards Disney holds itself to, what one expects while being here (this is one of my home resorts) and my disappointment.

He said he cannot do anything w DVC points, and offered nothing more. Okay, I let it go, and began my “relaxing vacation” next day. I did mention that I didn’t expect my vacation to include multiple workmen coming into the room to address things. He suggested I speak to DVC. I called them and spoke to a CM who informed me it is up to the manager at the resort to decide what, if any, compensation or amenity can be given and that the manager is the one to contact DVC regarding a points return. The CM was not happy that any guest of these resorts, members or not, should have less than an excellent experience and suggested I again speak to manager, as she could not do anything without him, and she did confirm all the things I told her were noted. I decided to enjoy my evening and think it over. Then we went to use the tv, and that is not working properly. We couldn’t connect our device so…. They sent up someone to look… it’s now 10:30 pm night 2. He couldn’t get it to work either and said to use the hdmi cable my friend travels w. He helped her hook it up and left. We couldn’t get that to work either so unplugged it. Then couldn’t get the tv off of the hdmi input. Called again, sent up the repairman again…11:15 pm. He got us off hdmi input and back to the screen but not much else. Told us tv was broken and ordered the tv to be switched out today. Another couple of workman will be coming into this lemon of a room. Now, I’m done.

So made my decision, called the manager, told him now we have a broken tv, and I would like to love my place, as I look to do, but not happening this trip. He said he will “try to think of an amenity” to be sent to the room to make my day a little brighter.

Don’t get me wrong, i told him I am not looking for money or a bunch of points, but now I do expect something that would signify his commitment to guest satisfaction because giving me a subpar room ain’t it. And til now, not much concern for our inconvenience or dissatisfaction.

Just my report….the villa is a huge part of my vacation experience when traveling w an all adult party

Dee

 

[BuzzLightyearDad]

We are here now at the BWV in a 1 bedroom GV/pool room. I have guests, one here for the first time.

First I will say, as always, it’s beautiful here and still my fav resort. However, I will be honest that I am unsatisfied w the room and the issues it’s been having, and the lack of concern by the manager. Here’s the report so far.

Requested any floor near elevator or lobby due to a mobility issue of my guest (not wheelchair bound). We are almost at the end. We are in a room that has one little balcony, no balcony off master. I called and they said I should have requested a room w two balconies. In the 25 years I have been coming here, I never once requested a two balcony room because I didn’t know a 1 bedroom could come w only one. Okay….now I know. They couldn’t move us but offered to do so next day, checking out at 10 and then back in at 4 pm. That wasn’t going to happen with three senior ladies, all of our food, etc and having to wait for a room if we needed one midday so we chose to stay and we’re ok w that.

Kitchen sink….splashes and has a huge “spitting” drip after water is turned off, floor got wet. I called, manager said he would send someone. Door to closest by entrance to the room….opened the door to hang something, wall panel is hanging off and opened, exposing wires. Don’t know what the wires go to, but I know I’m not touching it, nor should I. I call again, sending electrician to look at it. Glasses….my guest opens cabinet to get a glass, it’s got lip prints on it. Takes another glass, fingerprints. I would have just washed them, but she suggested I report it as we have now a third “issue”. I do. They will send housekeeping to wash them.

Housekeeping comes while we are out, so did plumber. Electrician came while we were in the room, was very surprised to find panel as it was. Spent 10-15 minutes doing what he had to, fixed the thing. Housekeeping loaded glasses in dishwasher and pours powder all over glasses and bottom of dishwasher, never turned it on. So I did and an hour later had clean glassware. Plumber reports to manager that we have a “functioning faucet”. While on the phone w manager getting this info, I turned on faucet and then off, still big spitting gush after turning off, water didn’t splash to the floor. I did say a functioning faucet is not the same as a functioning properly faucet and we we hoping it didn’t drip all night as one of us was sleeping in living room.

I mentioned my disappointment in the rooms issues (and the location), and asked what
he could do, perhaps have a few of the points from that night returned? (because now it’s 11pm and much of our check in day was spent dealing with this #$&@). We discussed the standards Disney holds itself to, what one expects while being here (this is one of my home resorts) and my disappointment.

He said he cannot do anything w DVC points, and offered nothing more. Okay, I let it go, and began my “relaxing vacation” next day. I did mention that I didn’t expect my vacation to include multiple workmen coming into the room to address things. He suggested I speak to DVC. I called them and spoke to a CM who informed me it is up to the manager at the resort to decide what, if any, compensation or amenity can be given and that the manager is the one to contact DVC regarding a points return. The CM was not happy that any guest of these resorts, members or not, should have less than an excellent experience and suggested I again speak to manager, as she could not do anything without him, and she did confirm all the things I told her were noted. I decided to enjoy my evening and think it over. Then we went to use the tv, and that is not working properly. We couldn’t connect our device so…. They sent up someone to look… it’s now 10:30 pm night 2. He couldn’t get it to work either and said to use the hdmi cable my friend travels w. He helped her hook it up and left. We couldn’t get that to work either so unplugged it. Then couldn’t get the tv off of the hdmi input. Called again, sent up the repairman again…11:15 pm. He got us off hdmi input and back to the screen but not much else. Told us tv was broken and ordered the tv to be switched out today. Another couple of workman will be coming into this lemon of a room. Now, I’m done.

So made my decision, called the manager, told him now we have a broken tv, and I would like to love my place, as I look to do, but not happening this trip. He said he will “try to think of an amenity” to be sent to the room to make my day a little brighter.

Don’t get me wrong, i told him I am not looking for money or a bunch of points, but now I do expect something that would signify his commitment to guest satisfaction because giving me a subpar room ain’t it. And til now, not much concern for our inconvenience or dissatisfaction.

Just my report….the villa is a huge part of my vacation experience when traveling w an all adult party

Dee

Room #?

 

[DeeCee735]

Room #?

Will post room number once we check out. All issues were fixed over the course of the trip. Manager sent up a gift basket, that was very nice of him to do so in acknowledgment of our multiple inconveniences with phone calls/call back, and repairmen knocking on the door and coming in either while we were here or out.

Dee

 

[AstroBlasters]

Will post room number once we check out. All issues were fixed over the course of the trip. Manager sent up a gift basket, that was very nice of him to do so in acknowledgment of our multiple inconveniences with phone calls/call back, and repairmen knocking on the door and coming in either while we were here or out.

Dee

Glad the issues were fixed.

IMO all owners need to be diligent about politely making sure management knows of any room issues while we are staying there to help maintain the value and experience of OUR properties.

 

[RickNJane]

Will post room number once we check out. All issues were fixed over the course of the trip. Manager sent up a gift basket, that was very nice of him to do so in acknowledgment of our multiple inconveniences with phone calls/call back, and repairmen knocking on the door and coming in either while we were here or out.

Dee

Wow We have never had a problem at BWV in the decades we have been going there. We did manage to lock ourselves out on the balcony one evening. Luckily I had my phone and after finding the correct phone number, a manager came and let us in. Very nice and courteous. That was the only time we ever needed anything and it was our own doing! (a little embarrassed to admit) So very sorry for your troubles.

 

[DeeCee735]

We have had very minor issues but, like one, in a 6 night trip, not one after the other! It was more disappointing because I finally had my friend join us and we have been trying to do this for a long time. She is a MVC owner and was surprised that Disney wasn't up to the standards she has experienced w Marriott for the last 25 years.

 

[DeeCee735]

Room 5090 all issues fixed.

Remember this one bedroom only has one balcony. Who knew one had to request a two balcony one bedroom? Not me! Now I know.

Dee

 

[AstroBlasters]

We have had very minor issues but, like one, in a 6 night trip, not one after the other! It was more disappointing because I finally had my friend join us and we have been trying to do this for a long time. She is a MVC owner and was surprised that Disney wasn't up to the standards she has experienced w Marriott for the last 25 years.

“Disney wasn't up to the standards she has experienced w Marriott for the last 25 years”

I’m having a bit of an eye roll with that one….

 

[jennypenny]

The manager's attitude makes me wonder if they're having a lot of issues post-refurbishment. I'm not condoning it, just wondering out loud.

It's not the issues but the response that gets me. It can really set the tone (or ruin it) for a vacation. GFV used to have horrible service (not sure if they still do). And we used to own at BCV and their front desk staff and management was often useless and/or rude. OTOH, I've had exceptional service when I had issues at both RR and BLT. It makes me think that it's not DVC but individual management at each property that sets the tone for any particular resort.

 

[DeeCee735]

It is management at the individual resorts. The manager suggested I take it up with DVC so I did call. I was informed by DVC CM that it’s the manager at each DVC resort that has the authority to issue any kind of “compensation” I guess it is called, as DVC cannot do so from that end.

I told the manager that, explained that all I expected was acknowledgment of the consistent inconveniences during our trip and that I wasn’t looking for money or points back or anything like that. He was actually a nice guy, but until getting that info, he was unwilling to consider even an apology. Then the surprise gift basket came shortly after. Maybe he is new to management?

I just don’t want to have to deal with constant calls, repairmen in and out and things that are not working properly while on vacation, as none of us do.

Again, this was very unusual, and I don’t expect it to happen again.

We do own a Marriott timeshare week and in the last 8 years of using it, we have never had any problem with anything in the rooms or the service. Not that it can’t happen. Just saying.

Dee

 

[VGCgroupie]

Very disheartening to hear. I am fairly new to DVC and I would expect the same level of customer service as a cash paying guest. Just because we are DVC doesn't mean we should just have to suck it up and accept it. Points are something we paid cash for and shouldn't be treated as if we are some sort of free loader staying for free.

 

[DeeCee735]

I understand your feeling about it, but honestly I didn't feel that we were treated any differently than the way it would have been handled for anyone else. Just poor judgement on the manager’s part, and although he had to be pressed, eventually he did respond favorably.

Dee

 

[Sprinkles&Sprints]

Very disheartening to hear. I am fairly new to DVC and I would expect the same level of customer service as a cash paying guest. Just because we are DVC doesn't mean we should just have to suck it up and accept it. Points are something we paid cash for and shouldn't be treated as if we are some sort of free loader staying for free.

Agreed. It’s interesting that they told OP there’s nothing they could do - I wonder if that was in response to the suggestion of partial point reimbursement.

Last year prior to becoming a DVC owner, we rented points and stayed at AKL - awful stay stemming from the room location. Management tried working with me, and ultimately gave me $100. I never asked for cash and was surprised when they offered it. We were only there for two nights so better than nothing I guess. Anyway point being - the manager could clearly do something.

 

[VGCgroupie]

Agreed. It’s interesting that they told OP there’s nothing they could do - I wonder if that was in response to the suggestion of partial point reimbursement.

Last year prior to becoming a DVC owner, we rented points and stayed at AKL - awful stay stemming from the room location. Management tried working with me, and ultimately gave me $100. I never asked for cash and was surprised when they offered it. We were only there for two nights so better than nothing I guess. Anyway point being - the manager could clearly do something.

Definitely. For me a gift basket wouldn't have sufficed.

 

[DeeCee735]

Definitely. For me a gift basket wouldn't have sufficed.

It didn't in comparison to what I know he could have done, but again, I was just looking for a comfortable stay, not money or anything huge and I told him that. Therefore, the gift basket was a nice surprise.

As far as mention of partial points return, DVC told me that the managers at the resorts are the ones who could contact DVC and approve a partial points return. Would have been nice since the room had one issue after another, but perhaps he is new to the position (he is young) and needs some experience or perhaps he was just being "tough". Whatever it was, on my next stay I will be sure to mention the difficulties I had with this room and location and see if they take that into consideration when assigning my next room. We have been owners since 2000 and have had many many trips to BWV, and really never experienced anything like this. This past February we were in a two bedroom garden/pool view with our daughter, SIL and grandkids and the room and everything about the stay was absolutely perfect, as it usually is.

It's all good....my trip turned out okay and again, next time I will make sure to mention this experience in the hopes that it won't ever happen again.

Dee

 

[patm95]

The manager's attitude makes me wonder if they're having a lot of issues post-refurbishment. I'm not condoning it, just wondering out loud.

It's not the issues but the response that gets me. It can really set the tone (or ruin it) for a vacation. GFV used to have horrible service (not sure if they still do). And we used to own at BCV and their front desk staff and management was often useless and/or rude. OTOH, I've had exceptional service when I had issues at both RR and BLT. It makes me think that it's not DVC but individual management at each property that sets the tone for any particular resort.

We stayed in a refurb studio last year and our AC went out. To make a long story short, it was almost 1am by the time it was fixed. Very disappointed in that one.