BWV check-in nightmare

[Mic]

I debated on whether to post my check-in experience at the BWV last week, but I want my fellow DVC'ers to be wary of "special" requests. I booked a studio and 2-bedroom for our party of 12 eleven months in advance. I reserved standard view, far from the elevators(OK, I'm wierd...I like being able to go down a flight or 2 of steps to get to Community Hall). In March, my SIL decided she could go with us that week(due to school year being extended),so the studio was put in her name. After some deliberation, I called MS and requested her room NOT be near ours. The last 2 vacations with her had not been pleasant for my husband(her brother), so I thought having a little space would be good. I asked, and was specifically assured that she would never know we made the request; it was not even printed on the modified reservation that was sent to me. I even called MS back 4 days before check-in to double-check the requests, and again was assured SIL would never know we requested to be far from her. I had MS read back to me the requests: on SIL's room, the only request was "away from XXX party, but do not print" . On my 2-bedroom, the requests were "far from elevators, and as far away as possible from XXX party". I also called the room assigner at BWV to be sure SIL would not know of the request. Again, I was assured no one would mention the request to my SIL. I checked-in at 8:30 AM on May 30, knowing the rooms were not ready, but hoping to avoid the 4 PM line. We went to MK, then Winn Dixie, and called the front desk at 4 PM to get our room numbers. I was told my room was not ready, and when I inquired as to when it would be ready, the castmember rudely stated "your DVC contract says 4:30 PM" . I don't know why she was rude. At 4:45 PM, we had our van valeted, and went by the front desk to get our room numbers. I was told again my room wasn't ready! I was told my groceries could be stored, but I was not excited by that offer(on a previous trip, half of my groceries were delivered to someone else). I told SIL to go ahead and get her room number and we would call her when we got into our room. Wouldn't you know that the first thing out of the castmember's mouth when SIL checked in was "it was requested that you be as far away as possible from XXX party!" When SIL came to me and repeated the words that were on MY reservation, I almost died! All of this happened in front of my daughters and their 4 teenage friends, and the Boardwalk manager. I was so embarrassed that I cried, right there in the lobby, with nowhere to go but the public restroom! The manager apologized several times, but what was done was done. He insisted that the problem was with how MS worded the request. When I spoke to MS on June 1, they read back to me the requests: I had to agree with the MS manager that a "do not print" order on a request probably meant "do not tell" the guest. Also, the bigger issue seemed to be the fact that the front desk pulled up MY reservation, in MY name, and read the requests to my SIL. I was asked for a driver's license before being told my room wasn't ready...apparently the castmember checking my SIL in did not know of this policy before reading information from MY room requests. And no one ever apologized for doing that. Needless to say, the whole week was a bust. Please do not criticize me for making the request; there is nothing anyone could say to make me feel like a worse heel than I already do. I just wanted to post my experience in the hopes someone else can avoid having this happen to them. According to MS, I was not the first to make such a request, so beware of the potential pitfalls if anyone here does so in the future.

 

[CarolMN]

I'm really sorry that happened to you. Hope you were still able to have a good time.

If you ever need to do something like this again, consider making totally different requests (instead of "not" something). For example, ask that your SIL's room be near the elevators on a lower floor and that yours be far from the elevators (I like those rooms, too) and on an upper floor.

I have found that it is really easy for a room assigner to glance at something and fail to see the "not". I know it wasn't a room assigner that messed you up this time, but it may have been easier to tell your SIL that you thought it would be more convenient if she were near to the elevators and you didn't want to decrease the chances by making any other requests besides S or N/S.

Anyway, really sorry for your embarrassment. That Front Desk CM needs some lessons - in both courtesy and COMMON SENSE!!!!

Best wishes -

 

[Carlnne]

I feel so bad for you- that is something that could only happen to me. I WISH I had made that request last summer- I had my inlaws in the studio part of our 2-bd. I wish a "mistake" would have placed my MIL at a different resort! Believe me it wont happen again. I hope the rest of your trip wasnt ruined.

 

[JudithM]

I am really sorry for you that this happened to you & your guests. Maybe next time SIL can stay at All Stars (that's where I would put some of my relatives!). Seriously though it sounds like you talked to the MS Manager. Was the front desk mangaer at BWV also aware of this error?

 

[wtpclc]

That is HORRIBLE!!!

I'm so glad that you posted, though. Now the rest of us know not to do it that way. I could see that happening with my MIL (provided that I ever get the courage to vacation with ILs again.)

Very sorry that you had to go through it though. I cannot imagine having to do that.

 

[Tiger926]

I agree with CarolMN. As an English teacher I find that almost no one knows how to read for content anymore. In my experience, customer service email reps are the worst! It seems that people are generally too busy to properly read requests anymore - which is what probably happened in your case. It's unacceptable that the clerk blurted this out as common sense would dictate that this request had been made for a reason, and therefore, should be kept silent - but, since the request was probably skimmed over, it made for an embarassing situation all around.

I would suggest for next time (if there is a next time! poor you!), to do as Carol suggested, and make a specific request as most people totally miss the "not" portion of the request.

I'm really sorry that this happened to you, but it was not your fault at all! Tiger

 

[DebbieB]

Wow, I'm so sorry to hear what happened. So where did they end up putting you and your SIL?

One thing I wanted to mention - you said you requested far from the elevators to be close to community hall. Some of the standard views are down by Jellyrolls, I was in 3002 in April. It was far, far from the elevator and nowhere near community hall.

 

[rocketriter]

Please don't feel "like a heel." When you try to accomodate unreasonable people, you're the one trying to solve problems while they make them. Things went wrong through no fault of yours.

 

[SimbaCub]

Mic, I applaud your efforts to be dicreet in the matter!! I feel bad for your experience and hope you can recover enough to go back again with just your own family and have a magical visit!!

SimbaCub

 

[Maistre Gracey]

Originally posted by CarolMN
If you ever need to do something like this again, consider making totally different requests (instead of "not" something). For example, ask that your SIL's room be near the elevators on a lower floor and that yours be far from the elevators (I like those rooms, too) and on an upper floor.

OUCH!
CarolMN took the words right out of my mouth. This is a great way for others to handle it in the future.

On a related side note, I am sometime hesitant to post things here about my in-laws.
Don't ge me wrong, I like my in-laws, but when they come with us to WDW things do not always go perfectly smooth.
My MIL knows about the DIS Boards, and the site is in her favorites at her home (I put it there for when I visit).

Good luck...

MG

 

[lacool]

Originally posted by Mic
...called the front desk at 4 PM to get our room numbers. I was told my room was not ready, and when I inquired as to when it would be ready, the castmember rudely stated "your DVC contract says 4:30 PM" . I don't know why she was rude.

I know this is minimal compared to the rest of your experience, and I am so sorry it happened to you, but this part confused me. I went and checked all three of my upcoming reservations -- one at BCV and two at BWV -- and they all say check-in time is 4 pm. Is there something somewhere that says 4:30?

 

[KNWVIKING]

.... there just isn't anything that can be said or done to make the situation less painfull.

I don't know the friction that exists between DH and SIL, but maybe this incident will bring that situation to a head where it can be dealt with. Not much of a silver lining....

 

[Ksp]

I'm so sorry that you had something like this happen!!!! Traveling in groups, whether family or friends, sometimes opens doors that are better left shut.
Sounds like the CM at the front desk needs a little more "training."

 

[dianeschlicht]

So sorry for your discomfort. I hope the whole trip wasn't ruined for you.

I agree with CarolMN too. I hope this hasn't strained your relationship with your DH.

 

[Dean]

I am sorry it happened and can definitely understand why you would think about the request. However, I think the outcome was predictable. It seems you must have known it was a possibility else you would not have gone to great links to make sure it did not happen as it did. I would recommend anyone NOT to make such a request if they don't want it know to their party. No amount of rules or checking can eliminate this risk totally.

 

[MAC3]

So sorry this happened to you. But I really appreciate the heads up! I agree that distance is sometimes very welcomed when on vacation with family. I hope amends can be made!

Lisa

 

[Mickmse2002]

You gotta hate it when things like this happen. I usually avoid this potential by completely alienating most of my family prior to any trips, this saves me the trouble of having to invite them to go anywhere with me. Remember, you can choose your friends but not your family.

 

[wdw4me13]

I'm sorry your experience was so bad. I've made similar requests and it's worked fine. The one time really didn't want the other party to know I had the request put only on our room.

 

[Lexxiefern]

Wow! How horrible for you!! I hope you were still able to enjoy your trip.

I like the suggestion to put totally different requests down. Perhaps top floor on one and first floor on another? I will have to keep that in mind.

I too am confused by the CM stating that in our contract it says 4:30pm for check in. What time did you finally get your room?

Did your SIL's room end up being away from you?

 

[mitcam]

I can't completely agree with Dean. I think they got off to easy!

A request such as this (but I feel any request) that has been confirmed and reconfirmed should be bolded and underlined! This is not a rinky dink honky tonk we are checking in to. This is a 4 star resort, people pay alot to go there and to just say "mistakes" happen is a little to easy IMHO.

I posted previously about my stay which happened to be at BWV 6/2-6/7. I found the front desk staff to be inexperienced, unsupervised and definitely not having the "WELCOME HOME" attitude! As a matter of fact, I did not here "WELCOME HOME" AT ALL now that I think about it.

I love DVC, I love WDW the reason I love it is because of its standards being higher. The staff can make/break a vacation. We need to keep demanding/expecting these same high standards so they don't think for a minute that an apology is "enough" and will make everything okay! I expect high standards 24/7 - I expect that staff will be properly trained before being placed in the general public unsupervised. I plan to write a letter to BWV and MS about my recent stay - I believe it is unaceptable to offer me substandard service at a 4 star level.

I have noticed a few threads regarding the service last week. There has to be a connection with the staffs unhappiness and lack of Zippa-Dee-Doo-Da was management on a rampage?

Carolyn