Just Back - 10 Days at AKV - Probably Won't Return

[Disney_Villain]

This reminds of a scene in Enchanted: Shortly after Giselle's distressing arrival in NYC, she's been robbed of her tiara by an elderly vagrant - and she shouts angrily after him "you are not a very nice old man!" while the vagrant gleefully runs off with his prize. Then it starts to rain, ruining her hair & outfit.

I feel terrible that AKL was such a horrendous stay for you. We topped off with our 2nd add-on (at SSR again) this last May - thinking that AKV/AKL wasn't all that it was cracked up to be after giving it some serious thought. It seemed good at first impressions - but the more layers we scratched the more we didn't like it.

Please take the time to complain about your Mousekeeping issues! There are too many of these stories and few take the time to complain about them. We all need to do this to get DVC to listen to us and take us seriously. You can contact this e-mail address to complain: dvcmembersatisfactionteam@disneyvacationclub.com

 

[CarolA]

I am going to get flamed, but folks....

What you are expereince with AKL Bell Services is Disney's idea of "DELUXE" service.

I stayed at the "Flagship" Grand Floridian ONCE! Every time I wanted my car it took well over 30 minutes and at least once it took an HOUR! To return the car you went over to the little desk and they SIGHED because you expected them to park your car! ' They didn't want to help me unload my luggage but once I rolled it into the lobby to check in THEN someone waiting in the Air conditioned lobby was more then happy to roll it around for a tip. (No thanks I did the hard part you aren't getting a tip LOL!)


My expereinces at BW and BC have done little to let me think the model has improved.

Disney "deluxe" means "it's pretty to look at, but don't expect us to provide a real deluxe service expereince"

Thats one of the reasons I own DVC. I am good accomodations without paying for daily "housekeeping" that does a so so job. I have good accomodations without feeling quite so ripped off by the slow valet. (Although I don't use them anyplace. I don't feel like tipping for "slow service" LOL!) I have good accomdoations without realizing I am spending $400 a night for overall indifferent service!

Nothing I have read really shocks me. I doubt complaining will do anything. Disney hotel managemetn KNOWS they don't measure up. (They get the independent rating company feedback. They KNOW what it would take to provide top notch service) They don't feel a need to do that. And in truth why should they? The hotels are pretty full, we still bought (including me!) knowing that we were buying a DVC attached to a three star hotel. To suddenly expect "deluxe" service was probably unrealistic!

 

[HollyH]

Like poster itsreally4mommy, we too aren't normally squeeky wheels. No stay is 100% perfect. There will always be little bumps. You take the magical with the not so magical. We''ve long since learned that some things are not worth getting upset over. We started coming when our kids were Dumbo age and this trip our DS got engaged and we didn't want to cause a ruckous about the resort when the rest of of trip was so fantastic. Now that we're home and discussing AKV we felt our experiences were so unusual and unlike anything we had ever encountered in all our DVC years that we had to write about it. We're so happy that other posters have had good experiences there. Maybe after all our years of wonderful stays it was our turn to have a "hiccup". We were there during 4th of July week (Jun 29 - Jul 9) and maybe that's a tough time for CM's. Still... We'd like someone to know what we experienced.

We emailed the MST yesterday with our thoughts. Rcvd the the "will contact you within 5 days" response. Will let you know when they do.

 

[mackeyapp]

We too just came back from from four nights at AKV and we did thoroughly enjoy ourselves but had some issues as well.

When we came into our room I always wipe over tables. remotes etc with antibacterial wipes for my own peace of mind.

As I wiped the table I was met with several LONG blonde hairs. I quickly swept them up and decided not to say anything to DH and kids. Didn't want to ruin the magic.

The magic was somewhat ruined when DH pulled back our bed that night and found Popped pocorn and long BLONDE hair in between the blanket and sheets. At the same time I was pulling out the sofa bed for the kids and found stains on the beige blanket to be used by them. We aren't generally people who call and complain about every little thing, but this was over the top in my books.
It was 11:15pm when I phoned downstairs and spoke to the front desk . She told me that someone from house keeping would be in touch. We Finally went to bed after waiting about 45 minutes. I was too upset to sleep knowing the room was far from clean. The phone rang and woke the kids and DH and I at 2:20am. Yes 2:20am. I was too angry to answer the phone knowing I would have my blood pressure through the roof. I listened to the message in the morning and phoned the person I was directed to call. They were gone. I did speak to a lovely Head of housekeeping who was full of apologies. Someone came up that morning after we left for the parks and did our room. The problem was looked after but it shouldn't have been a problem to start with. POOR QUALITY HOUSEKEEPING IN OUR ROOM FOR SURE!!!

On check out day the message left for us stated that our bill would be under our door in the early morning. When it wasn't there I phoned downstairs and asked for it to be sent up. One hour later, still no bill. I went downstairs and had to wait in line for the bill and then they questioned me about it being sent up. Would I be here if I had it?? They printed it off after waiting again. We were beginning to be concerned about getting to the airport and didn't need these problems. Not major but annoying!!

Our other complaint was the day we were leaving I phoned down to Valet for our vehicle and also to get our luggage taken down. I phoned well before we were ready to give them LOTS of time to come up. Well we were ready and waiting for 30+ minutes when we decided to take it all down ourselves with two trips. Not the end of the world but they shouldn't offer the service if they can't show up. We were in room 5553 which was a long walk to the elevator without a luggage cart. Just a minor pain!! Valet parking was wonderful and prompt.

This didn't stop us from having a Wonderful trip but we were disappointed with these issues from DVC and hopefully they will be addressed. This is the only place that we have run into so many problems and I thought it would be on top of things being such a new addition to the DVC family. We did like AKV but won't be rushing back to stay there in a hurry.

 

[BWV Dreamin]

I am going to get flamed, but folks....

What you are expereince with AKL Bell Services is Disney's idea of "DELUXE" service.

I stayed at the "Flagship" Grand Floridian ONCE! Every time I wanted my car it took well over 30 minutes and at least once it took an HOUR! To return the car you went over to the little desk and they SIGHED because you expected them to park your car! ' They didn't want to help me unload my luggage but once I rolled it into the lobby to check in THEN someone waiting in the Air conditioned lobby was more then happy to roll it around for a tip. (No thanks I did the hard part you aren't getting a tip LOL!)


My expereinces at BW and BC have done little to let me think the model has improved.

Disney "deluxe" means "it's pretty to look at, but don't expect us to provide a real deluxe service expereince"

Thats one of the reasons I own DVC. I am good accomodations without paying for daily "housekeeping" that does a so so job. I have good accomodations without feeling quite so ripped off by the slow valet. (Although I don't use them anyplace. I don't feel like tipping for "slow service" LOL!) I have good accomdoations without realizing I am spending $400 a night for overall indifferent service!

Nothing I have read really shocks me. I doubt complaining will do anything. Disney hotel managemetn KNOWS they don't measure up. (They get the independent rating company feedback. They KNOW what it would take to provide top notch service) They don't feel a need to do that. And in truth why should they? The hotels are pretty full, we still bought (including me!) knowing that we were buying a DVC attached to a three star hotel. To suddenly expect "deluxe" service was probably unrealistic!

No flames Carol.....you have realistic opinions and experiences. We need to read them all! When at BWV, we had very conflicting baggage checkout experience. It seems like each CM was confused when you could actually check your bags in for ME to pick and take to the airport (the service you recieve if you fly a participating airline). Soooo...anyway it turned out we just took our bags with us and checked them into the airport ourselves. Why provide this service if the CM's don't know what to do? I do feel like the CM's are getting burned out. At the concierge, they were totally "unmagical" when I went to upgrade my park tickets. We all have a bad day, but seems like I'm noticing it more and more.

 

[starbox]

First - there is no excuse for bad mousekeeping and these situations need to be addressed to member satisfaction and the hotel manager.

We stayed at AKV in June and I had a friend that was staying in AKL. Now, I had a great trip and no complaints. My friend felt like people were rude and CMs were rude (not just at AKL - at the parks too).

(OT: I hate YOMD because I think it creates a atmosphere of competition at the parks. IMHO Disney should not create a promotion that labels guests as "winners" and "losers". I wish they had done something that encouraged guests to be gracious to one another and not jealous of the dream fastpasses, ears, and lanyards they see others wearing.)

I will say that this was our 3rd trip at AKV and on all three trips I have noticed a very large percentage of international guests at AKL. Also - most of the CMs are in the international program. I've found them to be very gracious but in a more reserved way - we usually initiate conversations with the CMs and when we've participate in the cultural programs and gotten to know them, it's been great. During the first stay I commented to my DH that the resort felt very European to me in terms of the attitude/behavior of the guests. I sort of like it - but, I will concede that it is a different vibe.

I've always thought that AKV has the strongest "flavor" of any of the DVCs and it will be a place that people strongly like or dislike. Everyone has resort that, for one reason or another, just don't "fit" their vacation style. I'm sorry that your trip was less than perfect.

 

[dvc at last !]

subscribing...

 

[jbrowna]

What you are expereince with AKL Bell Services is Disney's idea of "DELUXE" service.

My expereinces at BW and BC have done little to let me think the model has improved.

Disney "deluxe" means "it's pretty to look at, but don't expect us to provide a real deluxe service expereince"

Wow! I didn't realize how evil Disney really is! What a diabolical business plan: "Let's charge deluxe prices but deliberately supply less-than-deluxe service. We'll provide a valet service, but instruct our people to intentionally ignore guests and to work slowly. We'll provide bell services, but train our people to ignore guests' needs and be deliberately unhelpful. We'll tell the housekeepers to be rude and train the front desk people to be distracted and snippy!" That model must take more work and planning on their part than to actually provide good service!

 

[huey578]

Wow! I didn't realize how evil Disney really is! What a diabolical business plan: "Let's charge deluxe prices but deliberately supply less-than-deluxe service. We'll provide a valet service, but instruct our people to intentionally ignore guests and to work slowly. We'll provide bell services, but train our people to ignore guests' needs and be deliberately unhelpful. We'll tell the housekeepers to be rude and train the front desk people to be distracted and snippy!" That model must take more work and planning on their part than to actually provide good service!

Are Bell Services being outsourced to a 3rd party company?

 

[ADP]

I've stayed at AKL quite a bit and AKV a few times now. My experience with cast members has been hit and miss. I've had some where it was like speaking to a board and others who have been friendly. It's really a hit or miss thing at AKL/AKV for some reason.

My other point I feel has a lot of merit. Some may agree and others may disagree, but I find it to be very true based on trends I've noticed the last 15 years I've been visiting WDW. It appears to me cast member satisfaction drops in the summer months. I firmly believe it has to do with the very hot and humid summer conditions of Central Florida. Over a long summer with very hot conditions it can wear on any human being. Even I get more upset and frustrated more easily in hot and humid conditions over a period of time. I'm not trying to make excuses for poor cast members, but the reality of it is these hot and humid conditions over a long period can and do wear on everyone. It effects are moods and overall mental attitude towards everything.

 

[PEANUT1]

I would never have stayed in a room that I felt was dirty...yuck.

we had the BEST experience at AKV in October...so much so that we will be there in October.

If people don't speak up more about poor product, nothing can be done.

 

[CarolA]

Are Bell Services being outsourced to a 3rd party company?

GF is I know. (I am hoping it's an improvment over the "Disney CMs" I don't see how it could get worse! )

Sorry, but if Disney was REALLY providing deluxe service Mobil would not give them a 3 star rating!

 

[TDC Nala]

I've stayed at AKL quite a bit and AKV a few times now. My experience with cast members has been hit and miss. I've had some where it was like speaking to a board and others who have been friendly. It's really a hit or miss thing at AKL/AKV for some reason.

My other point I feel has a lot of merit. Some may agree and others may disagree, but I find it to be very true based on trends I've noticed the last 15 years I've been visiting WDW. It appears to me cast member satisfaction drops in the summer months. I firmly believe it has to do with the very hot and humid summer conditions of Central Florida. Over a long summer with very hot conditions it can wear on any human being. Even I get more upset and frustrated more easily in hot and humid conditions over a period of time. I'm not trying to make excuses for poor cast members, but the reality of it is these hot and humid conditions over a long period can and do wear on everyone. It effects are moods and overall mental attitude towards everything.

I don't see that it's much of an excuse for those who are working indoors.

 

[graygables]

I don't see that it's much of an excuse for those who are working indoors.

note: when I use "you" it's general and not specific to any one poster...

I don't think it's as much the CMs being hot as it is the guests. In the times we've visited, busy/hot translates to unbelievably rude/obnoxious and that wears on a CM after awhile, dealing with it day in and day out.

Another thing a PP pointed out at AKL/AKV is that many of the CMs are internationals and are in culture shock. They do not feel the same sense of urgency as we do and are generally missing their homes VERY much. We sat and chatted with a CM during cookie decorating a few years back and she was horribly homesick for her hut with a dirt floor and sleeping mat. While most Americans can't fathom that at all, it was her life, she loved it and she missed it. Many international guests and CMs alike see Americans as spoiled rich people and put us all in the same lump of clay, so when you're yelling at the CM at Boma, she goes in that little back room to annoy you and laugh at your arrogance while she's back there. I believe (and this is JMO) that one of the reasons AKL cut back on the international servers in Boma was b/c their plan to immerse guests in an African experience backfired when guests weren't interested in an African experience, just in how fast they could get their iced tea refills. Since the African servers left, Boma lost a great deal of its charm and while it's still a favorite for the food, the service has been sloppy rather than delightful.

I have 2 DDs who are CMs and I get annoyed with people who think CMs are super-human and should never get annoyed at guests who treat them like dirt. After putting up with a few jerks, you'd be pretty crabby, too. Also consider that a large number of CMs are young college students earning a pittance because they love Disney and dream of working their fulltime one day...it's not an easy gig.

If you ever have a problem, WALK to the front desk. Do not call. You are getting a call center that is off behind the MK somewhere and NOT the person at your front desk. If you have that kind of issue, GO TO THE ACTUAL DESK. You will have a much happier resolution, particularly if you approach it as a calm, sane human being and not a screeching banshee.

 

[snowbunny]

If you ever have a problem, WALK to the front desk. Do not call. You are getting a call center that is off behind the MK somewhere and NOT the person at your front desk. If you have that kind of issue, GO TO THE ACTUAL DESK. You will have a much happier resolution, particularly if you approach it as a calm, sane human being and not a screeching banshee.

You seem to be making an unfair assumption about those of us who had problems at AKV recently. I was very, very nice to the front desk CMs, even those who were not too helpful (such as the large manager-type man who was less than pleasant, I observed his behavior with other customers also, and who another CM informed me quietly is not an actual manager, he just thinks he is).

In my case, the happy resolution was that I was lied to my face regarding bell services and so when, 8 hours later, I declared myself unwilling to leave the lobby until they produced the box with my kids' birthday gifts, I really don't think I was being unreasonable, and I never raised my voice. Nor did I scream like a banshee when the CM at checkout said, erroneously, that she would not be able to apply my Visa rewards dollars to my total. I simply quietly insisted that she handle the matter correctly. I won't even go into the problems at check-in (CMs talking to each other on the side while a dozen families waited in line), or with the construction view I was given, realizing that because I accepted it as a savanna view instead of fighting with the front desk CM, this was a matter to take up with MS (which I did).

 

[momof3poohlovers]

You seem to be making an unfair assumption about those of us who had problems at AKV recently. I was very, very nice to the front desk CMs, even those who were not too helpful (such as the large manager-type man who was less than pleasant, I observed his behavior with other customers also, and who another CM informed me quietly is not an actual manager, he just thinks he is).

In my case, the happy resolution was that I was lied to my face regarding bell services and so when, 8 hours later, I declared myself unwilling to leave the lobby until they produced the box with my kids' birthday gifts, I really don't think I was being unreasonable, and I never raised my voice. Nor did I scream like a banshee when the CM at checkout said, erroneously, that she would not be able to apply my Visa rewards dollars to my total. I simply quietly insisted that she handle the matter correctly. I won't even go into the problems at check-in (CMs talking to each other on the side while a dozen families waited in line), or with the construction view I was given, realizing that because I accepted it as a savanna view instead of fighting with the front desk CM, this was a matter to take up with MS (which I did).

I was just curious if you got the actual names of the CM's who did not provide adequate service? I find that if you have their actual names, it makes it easier for Disney to keep track of the complaints and "maybe" if they get enough complaints about a certain CM, they will do something about it.

 

[TisBit]

You seem to be making an unfair assumption about those of us who had problems at AKV recently. I was very, very nice to the front desk CMs, even those who were not too helpful (such as the large manager-type man who was less than pleasant, I observed his behavior with other customers also, and who another CM informed me quietly is not an actual manager, he just thinks he is).

In my case, the happy resolution was that I was lied to my face regarding bell services and so when, 8 hours later, I declared myself unwilling to leave the lobby until they produced the box with my kids' birthday gifts, I really don't think I was being unreasonable, and I never raised my voice. Nor did I scream like a banshee when the CM at checkout said, erroneously, that she would not be able to apply my Visa rewards dollars to my total. I simply quietly insisted that she handle the matter correctly. I won't even go into the problems at check-in (CMs talking to each other on the side while a dozen families waited in line), or with the construction view I was given, realizing that because I accepted it as a savanna view instead of fighting with the front desk CM, this was a matter to take up with MS (which I did).

Actually I have to agree with the PP's observations completely. They mentioned that often it is not the customer in front of them that put them in a foul mood, but everyone throughout the day that wears them down. CM's are not super human unemotional beings there to make your every wish come true. It is absurd to expect this out of anyone. Usually it is this expectation that makes people even more picky about the "attitude" they got.

We won't even go into all the people that "think" they are being nice to CM, but maybe the CM doens't see it the same way. Often people are very condescending or rude and don't think others notice. Body language especially plays a huge role, someones words can be nice, but they roll their eyes or carry themselves in an unfriendly manner. This is especially true when people are tired from the parks, warn out from the hot humid weather and than are the slightest irritated because something wasn't right. But in the same sense, park guests are not superhuman and also need a to be given some leeway.

With that being said, I also realize that mistakes happen.....even at Disney World. Sometimes service isn't up to standard.....

 

[gkrykewy]

or with the construction view I was given, realizing that because I accepted it as a savanna view instead of fighting with the front desk CM, this was a matter to take up with MS (which I did).

Just for reference, were you able to get the point difference from standard view credited or something?

 

[graygables]

You seem to be making an unfair assumption about those of us who had problems at AKV recently. I was very, very nice to the front desk CMs, even those who were not too helpful (such as the large manager-type man who was less than pleasant, I observed his behavior with other customers also, and who another CM informed me quietly is not an actual manager, he just thinks he is).

In my case, the happy resolution was that I was lied to my face regarding bell services and so when, 8 hours later, I declared myself unwilling to leave the lobby until they produced the box with my kids' birthday gifts, I really don't think I was being unreasonable, and I never raised my voice. Nor did I scream like a banshee when the CM at checkout said, erroneously, that she would not be able to apply my Visa rewards dollars to my total. I simply quietly insisted that she handle the matter correctly. I won't even go into the problems at check-in (CMs talking to each other on the side while a dozen families waited in line), or with the construction view I was given, realizing that because I accepted it as a savanna view instead of fighting with the front desk CM, this was a matter to take up with MS (which I did).

I did *specifically* say that the "you" was the general "you" and not anyone in particular, so no assumptions were made. We all know that DISers are *never* rude or obnoxious to anyone.

IME, which has been quite vast in this area, bell services does not handle packages. Resorts have a separate office/runners who handle shipped items. That might have been part of the issue there, without knowing more details. As far as CMs talking to each other on the side, unless one is privy to the conversation, that isn't a concern. Just b/c there are families waiting in line does not mean that all the CMs can just jump to a station...they are all logged in and out very carefully since they are also cashiers. CM1 cannot go to a station where CM2 is logged in and take the next guest. Yes, it's irksome when you are next and the CM heads through that door, but also know that there is often a computer that tells them when to take a break, so you don't know that they didn't just get that message (and if they don't take it right then, they won't GET one).

As far as the construction view goes, I just don't see that that should be anyone's gripe at this point in the game (and I just got back from one myself, with all the orange "cherry pickers" lined up against Jambo House) Everyone who makes a reservation is clearly cautioned and MS has made it clear that they will work with members. Since I was in a value to start with, I'm not worried about it, but if I'd paid savanna points, yes, I'd like some back.

I just think it's important for people to realize the vast enormity involved with running WDW and the resorts and "you" (general) aren't the King/Queen. A little patience and relaxation goes a LOOOONGGG way.

 

[LIFERBABE]

Thank you for the report!

I must say that I agree with much of what you posted and our experience was similar last December except our room was very clean, but the service, room layout, size, furniture etc. I felt the same about.

I really hope Kidani knocks our socks off, because I am really excited to own at AKV, but I only want to stay at Jambo if I am in a concierge studio or Grand Villa. Otherwise I have zero interest in staying at Jambo.