Dissapointed with BCV

[Mom B]

Amen to that!

 

[DrTomorrow]

Originally posted by Sammie
What type of job do you have that problems never ever occur? My point is stuff happens, things break down. It is not always due to neglect or the fault of management.[...] I just could not go through life getting upset over things beyond my control and people making an effort to do the best they can.
If I truely believed that Disney and the people that work for them were not trying their best, then I would not stay there.
[...]

No cold water, fixed promptly by an engineer - annoying, but well within your "stuff happens" range.

The next day, the entire Villa has no water, not fixed until evening - since a place to sleep and sanitary facilities are what a DVC Resort primarily offers, I find this much less acceptable; and don't forget the cumulative effect of a "series of unfortunate events".

OP
No, last night 4:00 AM, the smoke alarm starts beeping and wakes me up. No electricity in the room. The hallways are lit up and I hear activity going on. I call the front desk and they said they are doing "tests". Very noisy!

I find this totally unacceptable for a Motel 6, much less a DVC Resort that did not come cheaply. Either management made a deliberate decision to cut electricity and test smoke alarms at 4:00 AM, disregarding the safety and comfort of their guests, or the CM at the front desk told an outright lie to a guest. Whichever it turns out to be, it isn't even close to "trying their best".

Look, our first DVC stay was at our home resort, SSR - which has taken it's own high level of abuse (SSR Motto: "Everything's a 15 minute walk from everything else!") - and we had: a few burned out bulbs, a sticky drawer and a bad light switch. All were fixed promptly after reporting them, and I was right there with Sammie on that - stuff happens. But deliberate disregard for - or dishonesty toward - guests is, IMHO, just not right for a DVC Resort.

IMHO - YMMV


PS - as someone who has, oh, 49 years of points left, I want to see ALL the DVC Resorts kept in as good condition - and managed as well - as can be. Only when problems are acknowledged can steps be taken to correct them.

 

[Dean]

One problem we have on this board is at times having to take second and third hand information and make judgments then generate discussions from those judgments. Combine that with the fact that CM, like any other business, frequently give out incorrect information. I'm not believing for a second that a hotel would intentionally test a fire alarm during the middle of the night with guests present. Thus it's likely the CM gave an off the cuff guess, which was likely wrong. That too is a problem but a different problem than being discussed here.

Things happen, that's part of life. Things may happen that really put a damper on one's vacation and at times hotels feel the need to compensate guests even for things beyond their control. IMO, all the things reported in the OP are consistent with things that just happen, especially after two hurricanes through the area. But I still think it's reasonable for Disney to show their understanding with a relatively minor offering, something along the lines of lunch for the family.

 

[lenshanem]

But, were these things related to the hurricanes or is that just an excuse?

I think we can all agree BCV complaints are pretty numerous on these boards and some of the complaints border on ridiculous. I personally would be pretty upset to go an entire day without water. True things happen, but this is one area I would be upset about.

I own at BCV and we had a very nice time there in July. You can read my trip report (link in my sig). I thought everything looked clean and well kept. Our room appeared to have been recently freshened up, although my parents' room looked a little more wear and tear. I think BCV's lighter colors make it even harder to keep up. Still, after staying at the Holiday Inn Nikki Bird the first night we arrived it gives you some perspective!

NOW... Although we enjoyed our stay I can tell you we had a couple instances with the staff. I think BC really needs a major overall in management and training of staff. I've said this before - the resort might be first class, but the staff is not. It is becoming a huge joke IMO. And how many complaints does MS need before we start seeing results?!? (I did fill out my online survey.)

It is a shame to take my parents to such a beautiful resort then have the staff treat us poorly. What a shame...

 

[DisneydaveCT]

Someone else made the same suggestion, but as someone who has worked in customer service for a large, international company, I would strongly urge you to speak with management now.

I remember one trip home to OKW when I had requested a NS room near the rest of my family, also DVC members. I was assigned a S room on the opposite side of the property. I spoke with a supervisory CM who took a look at the room assignments and found a NS room 2 bldgs over from my family. It turned out that I had shown up very early in the day and the first CM was just trying to be very helpful and get in a room quickly. But once I brought it to management's attention that I was unhappy they worked very quickly to deal with my complaint. And then they thanked me for bringing my unhappiness to their attention. Way to go OKW CM's.

 

[baileybrad]

We have stayed twice at BCV. Stays of 10 and 7 nights, respectively, and we had more problems (to us they were problems) and issues (to us they were issues) with things not operating properly, falling off, "confused" cms, etc. during those 2 stays than in all of our previous stays combined at the other DVC resorts. We dutifully reported the situations and took our lumps on the boards. All of our other DVC stays cover, conservatively ....16 stays of about 120 days. We had 2 problems at the other resorts, 1 minor and 1 major..... the minor one was an ac issue at OKW that caused the unit to run too cold....it did not want to shut off. It was fixed promptly. The other problem, major, we could not wait to get back home from all of our other stays and tell family and friends how great the individual resorts and service were.

After relaying the "problems" of one's stay, the best recourse that a paying customer has when having really bad things happen during a stay is to dispute the charge in order to receive some type of reduction in payment. A business needs to be impacted in their wallet. The folks over at the BC just seem to not care about this and why should they...DVC folks are pretty much a captive audience. We have, after all, made a sizeable investment and pay our yearly fees in order to keep our memberships active. I just wish I could understand why BCV has some of the recurring "problems" that it seems to do. We began staying at OKW back in 1993 and did not observe things "just falling off". We stayed at VWL right after it opened and had an excellent 9 night stay....no problems. The cms there were a bit "confused" but we try and never let "confused" cms impact us.

People can respond however they wish to a poster who has "problems". Thankfully, the monitors will keep it civil. We will be staying out way of folks who are intent on staying at BCV. There are too many other excellent choices within the DCV that make one's stay alot less work. A vacation should not be work and our stays at the BCV involved too much of our time dealing with non-vacation fun.

Sorry the original poster had some "issues" during their stay. No one has any way of knowing if these were hurricane related. We stayed at POFQ, checking in on the Saturday after Hurricane Charley came through and we were fortunate enough to have not a single issue relating to the hurricane. This storm impacted the area more significantly than Frances did. Actually, after returning from our week's stay at POFQ and reflecting about the trip...it was a great stay....and was far superior to our experience at the BCV this past June. And that is really kinda sad.

 

[DVCPAT]

Originally posted by Dizzy4Dizney

No, last night 4:00 AM, the smoke alarm starts beeping and wakes me up. No electricity in the room. The hallways are lit up and I hear activity going on. I call the front desk and they said they are doing "tests". Very noisy!

We experienced the same activated fire alarms on our stay in August. The alarm would sound intermittently within an hour span. It seemed like a false signal was being sent, possibly a problem in the wiring. Safety devices are usually activated by a signal of no voltage. This prevents a loose connection from making a system non operational. A loose connection will then act as a false signal, tripping the alarm.

I called the front desk after the alarm tripped and they kept me on the phone for about ten minutes. The official word from maintenance was they were testing the system. I think maintenance would have notified the front desk if any tests were scheduled. I think they have an intermittent problem in the wiring which can be the most difficult to find.

 

[3DisneyNUTS]

Originally posted by tjkraz
Dizzy4Dizney:

A few days ago I received this memo from the BCV Resort Manger. Perhaps it explains some of the things you are seeing:

--------------------------------------------------------------------------------

As you know, a number of storms have recently passed through the Walt Disney World resort area causing minor damage and inconvenience to resort and theme park guests. In an effort to deal with the aftermath of these storms, and in keeping with our dedication to minimize Disney Vacation Club member costs, Disney's Beach Club Villas recently instituted the following policy changes:

- Effective immediately, all resort power will be shut down daily between the hours of 2 - 5am. Extensive surveys have shown that guests are typically sleeping during this period, and it was deemed unnecessary to waste electricity for things like alarm clocks, night lights and emergency exit signs.

- In the interest of conserving our water supplies, hot and cold running water will be made available to villas on a rotating schedule. Details of the schedule are still being finalized, and will be published shortly on the DVC Member Website.

- Recent surveys have shown that nearly 90% of guests at the Beach Club Villas never use the refrigerator, stove, dishwasher, or clothes washer / dryer while staying in their unit. Functioning appliances will therefore be rotated to guest rooms on an as-needed basis. Please contact housekeeping if you would like functional appliances delivered to your guest room.

- Guest room amenities such as clean sheets and towels, soap, toilet paper and light bulbs will be available on an as-needed basis. Please contact housekeeping if you require any of these items during your stay.

Again I would like to stress that these changes are being implemented based upon member feedback received and management's commitment to providing a cost-effective resort for owners at the Disney's Beach Club Villas. Independent measures of Housekeeping quality at Disney's Beach Club Villas have consistently ranked us one of the top 206 resorts in the State of Florida. We are quite pleased with this ranking and see little room for improvement among our housekeeping staff.

We are confident that even those who may be uncomfortable with these recent changes will continue to enjoy Disney's Beach Club Villas for it's wonderful Stormalong Bay pool complex and proximity to Disney's Epcot theme park.

As always, your feedback regarding the resort is welcome. Please forward comments to: not_gonna_read_it@beachclubvillas.com

Thank you, and have a Magical Day!

Manager,
Disney's Beach Club Villas

Am I the only one that sees this is a jjoke? I hope to God they are not doing this. The rotating out the appliances was were it got unbelieveable LOL.

 

[DVCPAT]

Originally posted by 3DisneyNUTS
Am I the only one that sees this is a jjoke? I hope to God they are not doing this. The rotating out the appliances was were it got unbelieveable LOL.

Yes, its a joke.

I like the e-mail address: not_gonna_read_it

 

[Desperado]

It seems like BCV needs some focused attention to resolve some of the issues that keep coming up. A 4:00am alarm test is problematic.

 

[lenshanem]

Ya know, maybe it wasn't a "test". Could have been something else went wrong and they were trying not to freak the guests out??? Just a thought...

 

[lenshanem]

Oh, and another thought....

It was mentioned earlier about them kinda taking us for granted since we have already paid with our DVC. But, that doesn't explain the guests staying at BC. They haven't paid for future trips and I would think the way the staff is run would effect return trips for non DVC guests staying on the BC side.

When my Mom went up to the BC desk for assistance they had no clue that she was staying at BCV or BC. IMO the whole BC staff needs a major attitude boost.

When I compare the service we got at BWV compared to BCV (both trips this past summer) it is like night and day.

 

[Bella2000]

Originally posted by Dean
One problem we have on this board is at times having to take second and third hand information and make judgments then generate discussions from those judgments. Combine that with the fact that CM, like any other business, frequently give out incorrect information. I'm not believing for a second that a hotel would intentionally test a fire alarm during the middle of the night with guests present. Thus it's likely the CM gave an off the cuff guess, which was likely wrong. That too is a problem but a different problem than being discussed here.

Things happen, that's part of life. Things may happen that really put a damper on one's vacation and at times hotels feel the need to compensate guests even for things beyond their control. IMO, all the things reported in the OP are consistent with things that just happen, especially after two hurricanes through the area. But I still think it's reasonable for Disney to show their understanding with a relatively minor offering, something along the lines of lunch for the family.

I think the biggest feedback to OP was instead of (or in addition to) telling the disboard of the issue while onsite to please also inform BCV management. I felt that OP was "venting" to us just as you would to family/friends to let off steam and seek validation. There is nothing wrong with OP doing so, however I did nod my head when Tagrel posted his comments and again when Dean posted his current comments. KNWVIKING 's comments were hysterical to me because I expected to hear another BCV complaint. It is about perspective and all of ours is different however, amazingly enough I would wager that there are more people who own at DVC than who post here and negative or positive an opinion is only that - an opinion.

I am really glad that OP's trip turned out well from the last post. I admit that while I was reading this thread I was thinking about the one that was written during the hurricane by The Great Baboo

 

[Bella2000]

Originally posted by lenshanem
But, that doesn't explain the guests staying at BC. They haven't paid for future trips and I would think the way the staff is run would effect return trips for non DVC guests staying on the BC side.

Exactly a point I was going to make in the past and did not. Many issues regarding the front desk are consistent with BC front desk prior to DVC. I have in the past thought that they were the least friendly and helpful prior to DVC being built. During our last BC trip and numerous BCV visits I have seen improvements but they still have a few CM's that need help.

 

[lenshanem]

Yes, I think this is a BC staff issue, just that BCV was added into the mix. I don't think this is exactly a BCV problem. With SAB and the proximity to Epcot I think they believe they can get away with this kind of stuff??? I wonder how the service is at YC?

 

[Beca]

First, let me say that I have NEVER stayed at BCV (or any DVC resort for that matter...just counting down the days!!!). But, I really think that if BCV would just "fess up" to some issues going on, and what they are trying to do about them...people would be more understanding.

I am sure the OP would've been MUCH more understanding if the CM's answer (concerning the smoke alarms) was, "I am so sorry...we have had problems with our electrical system since the last two hurricanes came through...we are working on it, and deeply apologize for the problems you have experienced. And, then...if they had "compensated" them in SOME way (even just a small token left in the room)....the mishaps at BCV would be much more bearable. I think we all have sympathy for what is going on in FL, and overall, I think DVC is doing a great job (from other posts that I read), but when they make a mistake (or have some recurring problems...some of which, at BCV...sound kind of scary!! Electrical "shorts" do not allow me to sleep very well.)...they need to just keep everyone informed. People want perfection....but, lacking that...people are usually fine with honesty.

JMHO,



Beca

 

[LakeAriel]

Any serious travel problems should be reported to Member Services, even your sales person. We invested a lot of money into these points and expect deluxe resorts if we pay for one.



To desperado

"George Bush has reversed the Clinton recession, kept tax cuts promises, protected us from Terrorist attacks, provided moral clarity after 8 years of lies, seriously destoyed terrorist's capability, built a coalition, without relinquishing our safety to an impotent UN.

Democrats act like 9/11 never happenned. "


ARE you kiding me? Protected us from terrorist attacks??? Tell my friends that died in the World Trade Center that they were defended by George Bush! He was reading about a goat while the planes were striking! He was warned before it happened and ignored the threats! Coalition? How many have troops on the ground? How many have more then 1,000 troops on the ground? Where is Bin Laden, the man that attacked us? We barely went into Afganistan but changed the subject to Iraq. I'll repeat what has been said even by your "moral" President Bush. There were NO WMD's, and NO connection to 9/11 to Hussein! Add 1027 American soldiers to the list of those who died for nothing under George Bush. A vote for him is a vote for the reinstatement of the draft.

 

[lenshanem]

I agree Beca. Sometimes a sincere apology is all that is needed, but the feeling I get from BC is they think they are above that.

 

[Beca]

Originally posted by lenshanem
I agree Beca. Sometimes a sincere apology is all that is needed, but the feeling I get from BC is they think they are above that.

Shan...unfortunately, I think you are right!! That is the saddest part of all the unhappiness!!



Beca

 

[DrTomorrow]

Originally posted by Dean
One problem we have on this board is at times having to take second and third hand information and make judgments then generate discussions from those judgments. Combine that with the fact that CM, like any other business, frequently give out incorrect information. I'm not believing for a second that a hotel would intentionally test a fire alarm during the middle of the night with guests present. Thus it's likely the CM gave an off the cuff guess, which was likely wrong. That too is a problem but a different problem than being discussed here.

Things happen, that's part of life. Things may happen that really put a damper on one's vacation and at times hotels feel the need to compensate guests even for things beyond their control. IMO, all the things reported in the OP are consistent with things that just happen, especially after two hurricanes through the area. But I still think it's reasonable for Disney to show their understanding with a relatively minor offering, something along the lines of lunch for the family.

Well, I'd call DVCPAT's phone call to the front desk CM:

I called the front desk after the alarm tripped and they kept me on the phone for about ten minutes. The official word from maintenance was they were testing the system.

pretty first hand. And to be honest, a CM giving an "off the cuff" guess - which means they didn't know but decided that lying to a guest was the right thing to do - is even worse (IMHO) than a planned, perhaps hurricane related, testing.

I'll let my voice be silent on this matter after this post; I guess that I've just spent too much time working on software that aids manufacturers improve their products and processes. W. Edwards Deming said that you had to understand your problems and know your processes before you could begin to fix them. I think the same goes for Disney; if too many people say "No water? Stuff happens. No electricity? Stuff happens. Woken up at 4:00 AM, then possibly deceived by a CM? Stuff happens", and no one tells Disney, then the problems will not only continue, but possibly get worse. And that's a bad thing for all DVC Resorts and owners.

Be well!