Horrible stay at BWV studio- great reaction by check-out CM

[jdkdorn]

I stayed at BWV last Saturday for one night between a family trip and a business conference. It was the worst stay at a DVC resort in 16 years. I checked in online the first day it was available, I checked out of BLT to make it easier to check me in at BWV, I went over to BWV at noon to check in since I did not receive the early text I usually get. They told me none of my requests were met, one night stay not that big of a deal, they told me the room was being cleaned and would text me shortly.

I went to EPCOT to walk around and them did lunch, still no text. At 5 pm I went to the resort, I really just wanted to rest for a while. Room was still not ready. they got me in at 5:30. I went to the room and it did not seem right, had an odd smell. I then began to notice things.

1. The room smelled like paint
2. The counters and the thermostat were covered in a fine dust
3. the toilet paper was sitting on the toilet seat because there was no holder
4. the shower curtain stand like plastic
5. the Patio door was open
6. went to call to get my luggage and the phone had no dial tone

Went back to the desk and explained the situation, the CM shrugged and I asked for a manager. He said he would look into it. I never heard from them again and the phone was out the whole night. This could have been an issue in an emergency.

The next morning at check-out I told the person all the issued with the room so that no one else would need to deal with them. He asked me to wait a minute. The manager came over and I explained again, she was shocked. The room I was given was newly renovated and not open for use and they should never have put me in that room. It was not even completed yet. They were overbooked and should have offered a different room or asked if I was willing to move. The manager gave me a credit for the issues I had and I was pleased with her reaction. The CM told me after she left that I had been really hosed and she was going to have someones head for this.

I do not know if I would stay there again and I found the studio room just ok in design.

 

[DVCMinnie2532]

That is so disappointing to hear that disneys quality control has declined to that level! However I am very happy to hear that Management was able to salvage a very bad situation.

 

[HM2012Butler]

Terrible to hear. I'm sorry you had all of this. Not the service you expect. I'm glad your voice was finally heard

 

[southerngirl528]

WOW, Jdkdorn! That is one unbelievably awful story! So sorry to hear that. But happy you at least had some guest recovery at the end. I hope they comped at least the entire night's cost to you. They should have IMO.

For others reading this, in this type of scenario I would have stood my ground at the FD and refused to take that room. At least until someone had it entirely cleaned up and the smells gone. I would have been nice but rock solid firm that I would not be staying in a room so unacceptable. As the FD mgr said they should have found you another equally (or better) room either in that resort or if they're sold out, at another. That is just crazy that someone put you in that room.

 

[brooke789]

On the bright side...at least the toilet and shower worked...and it seems no one came in the room to do work while you were there.

 

[southerngirl528]

On the bright side...at least the toilet and shower worked...and it seems no one came in the room to do work while you were there.

Oh Brooke789, you be bad.

 

[KAT4DISNEY]

The sad thing is that you just never seem to know what you're going to get. I was at BWV for a week in late Feb and while they continue to be my nemesis for MB's requiring multiple trips to finally get doors open it was otherwise very good service and a great trip! My worst one was a cash stay at BCV just a few years ago where I got in very very late and was exhausted. The room really had not been cleaned well but I frankly was too exhausted to deal with it that night. When the desk CM I spoke to went back to talk to the manager about my request to move and why I heard her say "well why didn't she say something last night and move then." The front desk really defended and even insisted on walking me to my new room to make certain everything was satisfactory.

What you got OP would have had me standing there that night until the manager walked with me to the room.

 

[Lakegirl]

Wow that is awful so sorry to hear

 

[GAN]

Hey ...they left you toilet paper, and the phone wasn't going to ring in the middle of the night to disturb your sleep. Not sure anyone could ask for more....

 

[Canadian Disney Mom]

Wow - I am so sorry that happened to you! I am glad they were able to offer you some kind of credit. I would hope they would also give you your points back!

 

[js]

So sorry to hear. Your room was being renovated and had sheets and bedding on bed during all of this? Yikes. I would ttink the towels, bedding and toilet paper would be put in last. Do workers sit on the beds, toilets, etc while working? I guess they didnt credit you points back did they?

 

[bumbershoot]

Write to member services. That's how you have a chance of points being credited, if they weren't already.

 

[Lothlórien]

I would write member services. Don't call. Your letter goes further than your phone call.