disappointed for my friends stay

[Deesknee]

Hi everyone, First I want to say I love OKW. We have stayed as dvc members & rack raters. Always a 2bdrm. We had few problems in the past. Now, on to this trip. Few problems with our 2bdrm, a inconvenience with the master bath toilet, which I complained about, but was never fixed. ( I hate to complain so I didn't bother to re-complain, so I take responsibility for that) As well a Slight problem with fleas. This trip, however, we had close friends traveling with us. We had gotten them a studio with our points. We were truly hoping they would love it as much as we do & purchase points. She had recently been asking alot of questions about dvc. Unfortunately, from check in she had problems. (I keep saying she as it is a single mom & her DD). cast member at check in didn't give her dining plan card (we realized it was before the 4:00 check -in so her room not being ready was expected). When she did go back and get the dining card it had 3 days not 4 as was paid for. ( her final night had been a waitlist come thru). We explained this and the cast member verified she had paid for 4. The cast member then gave her a sheet of paper verfiying she had 4 nights dining plan & a new dining card for my friend and her DD.She called 3 times prior to 4pm. (personally I would have tried once then waited until the 4pm, but she was anxious to see the rooms) We finally went to our 2bdrm as it was ready early (which we thanked them for as we had driven 24hrs to get there.) The whole traveling party changed in my room. When they finally got their room it was an HP. They were told it could be changed the following day for a $25. charge. I called and they kindly removed this charge. They also were able to get in their room by 2pm the next day. This was appreciated as we were working around a 2 yo demands. The real problem ended up being with the dining plan. Before anyone flames me, I know this is not dvc responsibility. However, there was a mix up when we checked in as I noted earlier. Sure enough the last day of the dining plan her & her DD was rejected every time. At that time she had a total 4counter service, 2 sit down, and 5 snacks. We all had about the same. We had planned our day accordingly. After the 3rd time it had been refused. (once for counter service, once for sit down at LTT, and once for snack) I personally called OKW front desk. At this point I tried to explain that this was becoming more than just an inconvenience, but embarassing as well. My friend felt as though people around us would think she had a credit card being rejected. I was told this is not embarassing. That all we had to do is IF it was rejected was to have the castmember call & verify it. Honestly, am I overreacting? That just seems nuts. Her dd is 16 can you imagind how embarrased a 16 yo would be if she were rejected. Not to mention we agreed to all get the dining plan for the convenience of it. Not the least of it being sending the teens off on their own to eat as they feel hungry. Again, I know it is not entirely dvc/okw fault, but I explained what happen at check-in. The person I spoke with on the phone wouldn't even listen to that being the reason. Also, I asked to speak with her supervisor & after a few minutes on hold I was disconnected. Then when I called back and got her (she did apologize), she connected me to a "coworker" I asked the "coworker" if she was the other womans supervisor, I was told no. I then asked to speak to the other womans supervisor. After a brief hold, I was told he would call me back. Which he did. Please keep in mind this is happening from my cell phone at the Magic Kingdom, using our precious vacation time. My DH took it from there. We were given a direct phone # to give to a cast member to use when we ran into this again. We continued to have problems the whole day/night. I finally gave them 2 of our counter services because we got sick of waiting for the verification after theirs got rejected yet again! We also forfeited several snacks as by the time the counter service was put through and we ate it was too close to midnight. We were planning on getting waters.
I am not planning on letting this ruin my opinion of dvc. I still absolutely love it. I just wish things had gone smoother during my friends visit. I even tried to justify to our friend that the dining plan is new to dvc and not actually run by dvc. She has no desire to buy into dvc. Although, she was impressed with the Beaches & Cream we went to.She mentioned how she enjoyed the couple of days (FRi & SAt) we spent at ASMo. Funny thing is I usually spend the extra points to stay at OKW the w/e, but needed them to purchase their stay. Oh well, here's to better trips in the future.
Thanks to anyone who actually read this whole rant.
Now, on to planning my vow renewal. (no friends, just dh, me, and the 4 kids!)

 

[AlaskaMOM]

So sorry this happened to you, and of all times, when you're trying to show off you 2nd home!

 

[NJOYURLIFE]

I am also sorry that this happened to you. It never fails, we can have hundreds of wonderfull trips and when you want to impress friends or relatives something always happens to leave a bad taste.

As far as I am concerned, vent away. I also know you are not looking for anything, but I would definately write about this experience to customer relations or whoever complaints should go to. You have a legitimate complaint about how the dining plan worked (or rather not worked) for you guys and I think the more written documentation they receive on problems, the more reason they will have to look into the problem and try to fix it.

 

[Deesknee]

Thank you both.

I have to say...NJOYURLIFE, that picture is tooo cute! Is that your DD?

I hate to write to complain. I hate to get anyone in trouble. (although the woman who didn't seem to want to put me thru to her supervisor IMHO needs a talk or a non personal job)
If I wrote, who would I write to? DVC? disney PR? OKW? Anyone have any ideas?

BTW, I feel better having vented. Thanks for being so understanding.

 

[CRSNDSNY]

My goodness! What an unfortunate series of events your friend had! Rooms requests and the dining plan are not supposed to be that difficult. I hope your next trip -- and your friend's next trip -- are much better.

Best of luck with your vow renewal planning!

 

[byoung]

These kind of things sould not happen.

 

[NYMomof4]

So much for technology sometimes! I'm sorry you had problems and I wish you much luck on your next trip

 

[Beca]

That would've really upset me, too!! I am sorry that happened to you. I am usually one to "let things roll", but I definitely would've tried to get a refund for her last day's worth dining. That is too much of a hassle to be believed.



Beca

 

[mikeybowers]

That is too much of a hassle to be believed.Beca

You are right and I don't believe it. Another sad pathetic ghost writer I'm sure just looking to tarnish the DVC image.

Contrary to popular belief on the Dis, these probelms occur each and every day at DVC Resorts. Problem is someone talks about it here and gets labeled a resort basher or a DVC basher.

DVC aint perfect folks.

Thanks Beca.


Mike

 

[Dean]

Ask them to remove the complete last days fees for that room, regardless of how much they ended up using it.

 

[db78]

On our last trip in May, we had the exact same problem on our last day. We had saved some snacks and a counter service meal to use before we left for the airport. It was rejected everytime, and the staff at the restaurant clearly did not want to take the time to call the resort and get it cleared. We had to use our credit card, and make a mad dash back to the resort to get a refund before we left. It was a big hassle. I think the glitch occurs on check out day, even though you should still be able to use any credits left. They should straighten this out.

 

[Deesknee]

Thanks for all the understanding. DH & I are writing a letter. I don't want anything, but if they could refund atleast part of the last day to our friend, maybe time would be kind & she would consider trying dvc again in the future.

Thanks again to everyone. My next trip will be my 25th anniversary possible vow renewal. But not until Nov. 2007.

BTW, any suggestions on where to stay for that one. It will be DH, myself, triplet 16yos, and DD4. Romance & fun would be nice. I was thinking BW or BCV.

 

[aubeone]

My wife, daughter and I stayed in a Studio at OKW last April. The trip and resort was awesome. Unfortunately, I had a similar problem with the dining plan on check out day. I eventually became frustrated and paid cash.

Still....There is no place like home!

 

[Donna]

We had the same problem on check out day in April. Kept getting rejected every time the card was used. I am getting concerned about this continually happening. i have a group of 10 going (gv at okw) in 2 weeks and i had to talk them IN to getting the dining plan. If we encounter problems, ugh, it won't be pretty, lol.

 

[Sammie]

That sounds like some major hassle. While the Dining Plan is not a DVC program if the problem started at the OKW front desk for a someone staying on points, then it is definitely a DVC concern and I would let them know it.

The others that posted they had problems on the day you checked out using your DDP, where were you staying?

 

[kimberh]

I went in May and didn't have a problem at all. Did all of you with the problems have the right amount of credits on your card when you checked in or did you check out and then still try to use your card. I think it says good until check out. when I read ours I was worried that we wouldn't be able to get the remaining snacks but we went to the roaring forks at the WL before we left and we got all waters to bring home. I was wondering it the card became void once you checked out even though we can still go to the park.

anyone know?

 

[castleri]

I went in May and didn't have a problem at all. Did all of you with the problems have the right amount of credits on your card when you checked in or did you check out and then still try to use your card. I think it says good until check out. when I read ours I was worried that we wouldn't be able to get the remaining snacks but we went to the roaring forks at the WL before we left and we got all waters to bring home. I was wondering it the card became void once you checked out even though we can still go to the park.

anyone know?

When we were there in April we used the last counter service credits on check out day at 4:30 for a CS meal at Pepper Market with no problem.

 

[Donna]

That sounds like some major hassle. While the Dining Plan is not a DVC program if the problem started at the OKW front desk for a someone staying on points, then it is definitely a DVC concern and I would let them know it.

The others that posted they had problems on the day you checked out using your DDP, where were you staying?

our check in CM at okw wasn't really sure what she was doing when we were paying for the dining plan. she kept telling us an amount that was too low. we all knew (group of 4 girls) how much we owed individually but she kept saying we owed less but we knew that had to be wrong. we finally convinced her we owed MORE so i wonder if the credits applied was actually for the right amount. that last day was weird. i had no trouble using MY card but a couple other girls got rejected using theirs. we had to have a manager come out at backlot express and without even calling to verify, he just approved the purchase. another peculiar thing about our reservation was that it was made with two different dvc member's points. maybe they weren't linked properly or the system didn't recognize the link as it pertained to the plan. either way, we sure didn't go hungry!

 

[Judique]

I used the dining plan first week in April right after it started and again just last week. In April we had the same problem as you. The first rejection on our checkout day (we were staying at BWV) was at Pepper Market at Coronado Springs. It took over an hour and a half of my time to get things straight (or so I thought they were straight). The people at CS were wonderful though, as was DVC, (we got MS on the phone), the CM running the DVC booth, the front desk, the manager at CS's Pepper Market, the manager at BWV and anyone else I could get involved in fixing my problem. <g> The situation was similar to yours - we had a waitlisted day linked to our original reservation and it supposedly caused the glitch. What I really believe causes this glitch since your post indicates it is still happening is that when the dining plan is added, if the reservation is changed, the dining plan has to be deleted and added in again to the new linked ressie- otherwise that last day is standing out there by itself and needs a new card to access it.

Anyway, on the day of my problem I was definitely not alone - there were many people like me having the same problem, as MS and DVC were still trying to understand what was going wrong. And - although I had checked out of BWV, I checked in to another Disney resort and needed to use 6 TS's at dinner that evening - 4 at one location and 2 more for 2 separate diners at another restaurant. Plus about 15 snacks! Not to mention the CS's that went up in smoke because we couldn't eat them all! Off we went to MGM, where I was 'declined' a bottle of water. And yes - it was embarassing - because the CM made it embarassing. Off to Guest Relations - who had no clue what to do so they said go back to BWV. I said I need water now and why should I have to pay for it when I already have? They gave me water. Or at least they gave me a paper to get a free water. They were also very nice and understanding and gave me something else which made up for the inconvenience right on the spot and for the time lost in CS at Pepper Market. Respect. (and a fastpass to TOT and RnRC for my teen - I don't ride, so imagine how much it meant to me NOT to have to stand in line for these rides which is why we were at MGM in the first place. It was Easter Break - by the time we got away from PM and back to BWV to try to handle the problem and then on to MGM, all fastpasses were gone for those two rides.) This last little perk was worth much more to me at that moment then getting any refund. It restored a lost part of our vacation. Money I have...time is precious.

Anyway, after MGM, back I go to BWV manager again. This time I want guarantees that I won't have an embarassing dinner/check incident at Jiko for our evening. I now know this is not fixed, but I asked that they call Jiko and let them know my card won't work and how to process for payment. I also told them I was going down to Boardwalk Bakery to buy 15 snacks and to call ahead there for me- at this point I was determined to get every last credit as I was pretty miffed. They didn't call and I hit a CM at the bakery who didn't know the problem and I had to get the manager to get my snacks. The manager was awesome! She knew what was going on and took care of the ringing it up problem and also made another call to Jiko for me. When I got to Jiko I had no issues - the card didn't work but the problem was understood. My older daughter also had smooth sailing at her dinner- her card didn't work either but management at Wolfgang Puck's understood there was a problem and took care of the issue without making 'us' the problem. And that's one busy restaurant so I give them a lot of credit.

By the way, I think we STILL have a bag of Mickey rice krispie treats somewhere.

I was a bit leary when we booked dining plan for this months vacation, but all went fine, although we again had a linked ressie. The MS CM appeared to know what they were doing when we added a Saturday night and told me that she had to take the plan off, and then add it on again to make it work properly. In any case it worked without any glitch for us this time other then that I now have five pounds to lose.

I am so sorry you had this same problem - I certainly understand how you felt.

Hi everyone, First I want to say I love OKW. We have stayed as dvc members & rack raters. Always a 2bdrm. We had few problems in the past. Now, on to this trip. Few problems with our 2bdrm, a inconvenience with the master bath toilet, which I complained about, but was never fixed. ( I hate to complain so I didn't bother to re-complain, so I take responsibility for that) As well a Slight problem with fleas. This trip, however, we had close friends traveling with us. We had gotten them a studio with our points. We were truly hoping they would love it as much as we do & purchase points. She had recently been asking alot of questions about dvc. Unfortunately, from check in she had problems. (I keep saying she as it is a single mom & her DD). cast member at check in didn't give her dining plan card (we realized it was before the 4:00 check -in so her room not being ready was expected). When she did go back and get the dining card it had 3 days not 4 as was paid for. ( her final night had been a waitlist come thru). We explained this and the cast member verified she had paid for 4. The cast member then gave her a sheet of paper verfiying she had 4 nights dining plan & a new dining card for my friend and her DD.She called 3 times prior to 4pm. (personally I would have tried once then waited until the 4pm, but she was anxious to see the rooms) We finally went to our 2bdrm as it was ready early (which we thanked them for as we had driven 24hrs to get there.) The whole traveling party changed in my room. When they finally got their room it was an HP. They were told it could be changed the following day for a $25. charge. I called and they kindly removed this charge. They also were able to get in their room by 2pm the next day. This was appreciated as we were working around a 2 yo demands. The real problem ended up being with the dining plan. Before anyone flames me, I know this is not dvc responsibility. However, there was a mix up when we checked in as I noted earlier. Sure enough the last day of the dining plan her & her DD was rejected every time. At that time she had a total 4counter service, 2 sit down, and 5 snacks. We all had about the same. We had planned our day accordingly. After the 3rd time it had been refused. (once for counter service, once for sit down at LTT, and once for snack) I personally called OKW front desk. At this point I tried to explain that this was becoming more than just an inconvenience, but embarassing as well. My friend felt as though people around us would think she had a credit card being rejected. I was told this is not embarassing. That all we had to do is IF it was rejected was to have the castmember call & verify it. Honestly, am I overreacting? That just seems nuts. Her dd is 16 can you imagind how embarrased a 16 yo would be if she were rejected. Not to mention we agreed to all get the dining plan for the convenience of it. Not the least of it being sending the teens off on their own to eat as they feel hungry. Again, I know it is not entirely dvc/okw fault, but I explained what happen at check-in. The person I spoke with on the phone wouldn't even listen to that being the reason. Also, I asked to speak with her supervisor & after a few minutes on hold I was disconnected. Then when I called back and got her (she did apologize), she connected me to a "coworker" I asked the "coworker" if she was the other womans supervisor, I was told no. I then asked to speak to the other womans supervisor. After a brief hold, I was told he would call me back. Which he did. Please keep in mind this is happening from my cell phone at the Magic Kingdom, using our precious vacation time. My DH took it from there. We were given a direct phone # to give to a cast member to use when we ran into this again. We continued to have problems the whole day/night. I finally gave them 2 of our counter services because we got sick of waiting for the verification after theirs got rejected yet again! We also forfeited several snacks as by the time the counter service was put through and we ate it was too close to midnight. We were planning on getting waters.
I am not planning on letting this ruin my opinion of dvc. I still absolutely love it. I just wish things had gone smoother during my friends visit. I even tried to justify to our friend that the dining plan is new to dvc and not actually run by dvc. She has no desire to buy into dvc. Although, she was impressed with the Beaches & Cream we went to.She mentioned how she enjoyed the couple of days (FRi & SAt) we spent at ASMo. Funny thing is I usually spend the extra points to stay at OKW the w/e, but needed them to purchase their stay. Oh well, here's to better trips in the future.
Thanks to anyone who actually read this whole rant.
Now, on to planning my vow renewal. (no friends, just dh, me, and the 4 kids!)

 

[Deesknee]

Hi everyone. Thanks for the understanding words.

I keep reading this post to see any common denominator, that might be causing this problem.

So far, there seems to be a link between either linked ressies or waitlists. The only thing I found not in common with the others & mine is that I added my dining plan after my waitlist had come thru.

Well, they have 16months to fix this before I have to worry again. (I'll keep watching these boards to see how it seems to be working before I decide to order it again). ..... Of course I'm willing to vacation sooner if I must continue to investigate this problem, or search the best way to dine, or check out the bathrooms, or ah, ah, well, you all get the idea... I want to go back!