For you smokers out there......

[quentina]

I also posted this question in the past...I could not get a smoking room either. I was told that we are allowed to smoke on the balcony on a NS room. I verified this 3 times too the point the girl was looking at me like I was nuts.

This policy seemed odd too me since we see so many posts about lingering smoke and the effects of it. I was sure NS meant NS...whether inside or out.

Kim

 

[SoCalKDG]

At BWV's I've never smoked in a lounge/pool chair...I do however, while at the Luna Park Pool, go over to the Leaping Horse Pool Bar and puff sometimes with a drink. Other than that it's the only time I smoke at the pool...Infact, I've never seen anyone else smoke other than the bar.

The bar makes sense, just as the bar at WL is a good place to smoke as well. I wish they would designate this as the smoking area. Its when people smoke in their lounge chairs while sitting right next to you thats the problem.

 

[ton80]

I to am a smoker but we spen so little time in the room that there
is no need to smoke in the room smells awful stale smoke.
so to solve the problem just walk out onto the balcony and i have
a smoke when the need arises

 

[Moobooks]

I'd read about this type of thing happening before on this board, but it finally happened to me.
I checked in at the Beach Club Villas on Sunday May 8 and, even though I had requested a non-smoking room, and had repeated this to the CM checking me in, he purposefully lied to me and sent us to a smoking room that reeked to high heaven.
I then went downstairs and talked to a manager, who gave me nothing but corporate doublespeak about the room being "smoking optional" which is a load of crap--either it's smoking or it isn't. Worse, though, was that the castmembers are INSTRUCTED by the management to lie to you when you check in about whether or not you've been given a non-smoking room.
At my insistence, they put us in a decent room at the Beach Club for the night, but packing and unpacking was a pain and we lost over half a day waiting for them to call us (they never did--I finally called them) and move us to a new room. In the middle of all of this, they lost half of our groceries, only to find them hours later.
And, the room into which they put us had torn carpeting, a large number of scrapes and scratches all over the furniture and walls, a non-working jacuzzi tub, blown lightbulbs, stains all over the couch, etc.
On the plus side it had a great view of the fireworks and a long wrap-around balcony that ran all the way from the bedroom to the living room.
Still, it was such a negative experience, that I'm considering selling my DVC points. Having the management instruct its employees to lie to a customer is really unforgiveable! And the shabbiness of the room was disheartening.
Any suggestions on who I should write to at DVC about all of this?

 

[ClarabelleCow]

What did it say on the door? Smoking or non-smoking?

 

[oldkeywestfan]

Not sure if this is the right answer or not as I haven't had this problem, but I purchased my points from Disney and every mailing I get reminds me of the sales person I bought my points from. I would probably contact them directly to find out what the appropriate course of action would be and who the contact person for such an issue is. However, this may be a naive approach as you may get the same treatment, hearing what you want but seeing no action, that you received at the resort.

 

[ErinC]

First let me say that I am sorry for your experience. We had a bad experience at BCV too, so I know how you feel. You need to contact Carli D' Agostino (not sure of the spelling), she is the DVC member satisfaction person. I would call and email her as soon as possible. The whole "smoking Optional" thing really gets my goat! I'm like you, it either is a smoking room or it is not!!I would probably even contact the front desk manager at BC and let them know how disappointed that they would intruct their CM's to lie about the rooms. I don't buy into the "sorry we didn't know it was smoking, handicapped, .....) its their job to know, and if I had to guess it's probably right there on the screen in front of their faces.

It's up to you whether you choose to sell your points or not. I'm not the kind of person that lets one bad situation ruin my opinion of DVC. Better luck with your next stay, hopefully it won't happen again.

 

[Moobooks]

I don't remember seeing any sign on the door of the smokey room about it being either smoking or non-smoking. The second room did have a non-smoking sign on it.
When the bellman brought up our bags he didn't even bother to take them off the cart because he KNEW we would be switching because it was a smoking room and he had seen this type of thing happen before.

 

[CarolMN]

...(snip)......Worse, though, was that the castmembers are INSTRUCTED by the management to lie to you when you check in about whether or not you've been given a non-smoking room....(snip)..... Having the management instruct its employees to lie to a customer is really unforgiveable! .........

First of all, I'm sorry you had such a bad experience and I am glad you are writing to DVC about it since the manager did not resolve the problem to your satisfaction while you were there.

I'm very concerned about the "instructing CMs to lie" comment. Did you infer this from your experience or did the manager or CM actually tell you that this was policy?

It's always better to tell the truth, even if it isn't what you want to hear. Too bad the CM didn't say, "Yes, it is a smoking optional room and I'm very sorry that we couldn't meet your request for non-smoking this time.

Best wishes -

 

[WDWOKW92]

When I retire in about 7 years I'm toying with the idea of moving to the Orlando area and getting a PT hitch with the WDW company. I tell my wife that I would like to be a Hotel greeter . I know how hard people work these days and their vacation is their release from the everyday hussle and bussle. Quality customer service is imperative. This is what Walt based his World on from the very beginning. There is no excuse for the way this Cast Member treated you. Come back in 7 years and if I have any thing to do with it, you'll get Carte Blanche.

 

[pbharris4]

I sure would have been pissed, too!! This has happened to me (not as WDW) before. There is no such thing as "smoking optional!" Helllloooooo, yeah..it's called SMoking room and it's your option to smoke or not. Defintely not what I would want to hear from the manager! You MUST write to Member Satisfaction. I smoked for 17 years, but even at home I would go outside (my choice). I no longer smoke and have asthma now. Just being in a room around smoke turns my stomach and my lungs enflame and I get spasms. That kind of service is just unacceptable..PLUS you had to stay in a different room and then all the other stuff! Geesh, I'm sorry that happened. Besides all of that, I hope you had a decent time. Fill us in on what happens after you make a complaint.

 

[JimFitz]

Please write DVC and complain. Nothing will change unless you write DVC and explain your concerns.

 

[childsplay]

I'm very concerned about the "instructing CMs to lie" comment. Did you infer this from your experience or did the manager or CM actually tell you that this was policy?-

I find this part of particular concern as well..
I understand these things happen. Last year when we checked into the BCV we arrived about 1:30 and our room was not ready yet, so off to SAB and at 4:30 our room was ready, up we went and as we approached I could smell smoke from outside the door, sure enough completely filled with smoke odor, we have a N/S medical request, so I tell the family to go back to the lobby (in their swimming suits) because we aren't staying, on the phone for 20 minutes and they say come back down and give us a different room...now in my case the wonderful aldy at the front desk apologized profusely and said she just can't understand why Disney allows peiople to smoke in nonsmoking rooms without penalty...she went on to say that her husband works for a different hotel chain in the Orlando area and they handle it much differently, ie. charging the credit card of the offerder. She admitted that it ruins my check-in and makes her job difficult and unpleasent.

 

[Corinne]

I agree with the other posters, you really must report this to Member Services.

 

[cherylp3]

The person you need to speak to is the Member Satisfaction Manager

You can call and ask to speak to the Member Satisfaction Manager

or you can email at : members@disneyvactionclub.com (subject: Attn: Member Satisfaction Manager )

 

[JudithM]

I am sorry to read about your expereinces with the front desk at BCV. I, too, would be upset if I were given a smoking room. Carli D'Agostino is the DVC Member Satisfaction Manager. She can be reached through Member Services either by leaving a phone message, sending an email or writing a letter via snail mail.

 

[Moobooks]

In response to CarolMN's question, "I'm very concerned about the "instructing CMs to lie" comment. Did you infer this from your experience or did the manager or CM actually tell you that this was policy?"

I didn't have to infer it: the cast member was standing beside the manager when I went downstairs, hands shaking. I told the manager exactly what I thought of the policy and neither she nor the cast member denied it. No apologies. I run my own business and it's unimaginable that one of my customers would be treated this way.

 

[tamu91]

I realize there are literally thousands and thousands of DVC members that frequent BVC and have absolutely no problem. Kuddos to BCV and its staff. However, why does it seem like BVC is still getting the most complaints from DVC members on this board?
I want to try BVC, really do, but I'm afraid to. The pool is great, no doubt and you can't beat the location but why this constant black cloud?

 

[jarestel]

I'd read about this type of thing happening before on this board, but it finally happened to me.

Sorry to hear of your less than magical experience. I think many of us here read these horror tales all of the time and think they will only happen to someone else. Thanks for sharing your story. Hope you can get somewhere with DVC, please let us know what happens.

 

[magicalmcwho]

I want to try BVC, really do, but I'm afraid to. The pool is great, no doubt and you can't beat the location but why this constant black cloud?<!-- / message --><!-- sig -->

tamu91,

Maybe its from all the smoke.

Jim.