Just back from BCV - disapointed

[jennib5426]

We just returned from a week in a 2bd villa at BCV. I have stayed at BCV in studio many times and it was great, but this time we had way too many issues.
-Room wasn't ready until 5:30, we arrived at 2pm and did online check in. I understand 4pm in check in but 5:30 in very bad.
-Room was dirty, so much hair on bathroom floors and towels had holes in them and we had no extra tp, ran out on second day. Had to search out a maid cart and beg for more.
-Kitchen was missing a lot of items, plates, dish soap, paper towels, sponge, corksrew, frying pan.. All these things are suppose to be in room, enough for 8 people.

I am disapointed but it didn't ruin our trip. We pay a lot of money for DVC and i would like to see this returned to owners in the form of better upkeep and customer care.

 

[disneynutz]

Hate to keep repeating myself but you need to send a email to the DVC Member Satisfaction Team.

dvcmembersatisfactionteam@disneyvacationclub.com

Include your name, member #, and phone #. They will call you back in a couple of days.

Bill

 

[tjkraz]

And the other thing worth repeating is to get the issues resolved while you are there!!!

Reporting the problems after-the-fact doesn't do anything to improve your trip. A 5 min conversation with a manager at the front desk would have gotten the room cleaned and all of the missing items replaced. Suffering in silence is pointless.

 

[bobbiwoz]

We had a very bad start to a BCV trip last year. We were given a text that the room was ready, but when we arrived we saw at least 4 mousekeepers frantically working at cleaning the place up. Apparently it had been truly trashed.

We were luckier than you, in that when we finally were given the second message that the room was ready, it was, but we had mismatched chairs, for instance.

I agree that you should write to Member satisfaction. I do when I feel there's an issue that needs to be addressed, and I've usually come away feeling satisfied that they have listened and heard.

Bobbi

 

[wdwendyd]

I'm glad you didn't let it get you down. That does NOT sound like a good way to start your stay! Maybe a lot of housekeeping staff were out sick and they got waaay behind? I guess really it only takes one person who is not conscientious or a mix-up where two people thought the other would take care of it. I'm sure this is not typical (or at least, I sure hope not!)

 

[mikron]

You should have called for the manager or head of house keeping. You get it fix now or I want my money back.

 

[sandieb]

This has happened a couple times to me at the BCV. One time the room was tidy, but not clean including the upholstery, rugs, and drapes. I called the front desk and told them the room was unacceptable and that I was coming back to get another room and room key.

One thing I do EVERY stay now is to have a supervisor inspect the villa before we occupy it. I never want to go through that disappointment again, and it has worked to prevent it from happening again.
Sandie

 

[jennib5426]

As I found things missing in the Kitchen I called and got it replaced, it just takes a lot of time to wait for the items.
When you go to cook pancakes at 7am and you find out you have no frying pan waiting 30 minutes for housekeeping to bring one is not the ideal solution.

I will let them know, thanks for the link above.

We had a great time and I still love BCV, just upset to see the quality has gone downhill.

 

[dianeschlicht]

As I found things missing in the Kitchen I called and got it replaced, it just takes a lot of time to wait for the items.
When you go to cook pancakes at 7am and you find out you have no frying pan waiting 30 minutes for housekeeping to bring one is not the ideal solution.

I will let them know, thanks for the link above.

We had a great time and I still love BCV, just upset to see the quality has gone downhill.

That is one of the reasons we always check the contents of the kitchen cabinets first thing when we get in a room. I had that same thing happen once, and now I KNOW ahead of time if anything is missing and call to get it replaced before I need it.

I agree that letting the housekeepers and the front desk know is a good idea...BUT... Don't just call the front desk. When you call the front desk, you get a call center that is nowhere near the resort. You need to actually go down there and speak to a manager about it directly.

I also agree that contacting member satisfaction is a good idea. I don't even wait until I get home, but do it right away. I do that for GOOD service too.

 

[disneynutz]

As I found things missing in the Kitchen I called and got it replaced, it just takes a lot of time to wait for the items.
When you go to cook pancakes at 7am and you find out you have no frying pan waiting 30 minutes for housekeeping to bring one is not the ideal solution.

I will let them know, thanks for the link above.

We had a great time and I still love BCV, just upset to see the quality has gone downhill.

Your issues are not unique to just BCV, so don't let it sour you on BCV. One of our check in habits is to inspect the room, check kitchen and room inventory and wash the dishes that we intend to use. That way we can get missing items replaced and maintenance issues addressed on the first day and not have them affect our entire stay.

Bill

 

[nu2dvc]

We recently stayed at BCV for the first time. I also feel that the room wasn't cleaned well. It was dusty and the carpet was sticky. like, a wet sticky-ness all over the whole carpet. Do you guys think that could be some kind of cleaning agent they used? We were only there for 3 nights, but the carpet felt like that the whole time! I would think if it were some type of carpet cleaner that it would have dried within the 3 days. I think the carpet was just soiled and damp. It really was disgusting. Thank God I always bring my slippers on vacation with me.

Anyway, I am kicking myself for not complaining while we were there, but with three kids to chase after and only 3 short days of WDW I didn't feel like I had a minute to breathe let alone make phone calls.

 

[HotdogDncrs]

Like OP, we had some minor issues during our recent split stay at BLT and BWV. While at BLT, the IPOD docking station/alarm clock in the master bedroom would not work, and was missing one of the knobs (looked like someone had ripped it off). We didn't discover that it would not work until we went to put our children's lullabies on at bedtime. I called maintenance, and told them the problem. They said that they would look into it, and see what they could do. I was pleasantly surprised when about 10 minutes later someone came up with a brand new one. I didn't expect anything to happen that night since it was already 10:00. When we checked into BWV, there was only one pot. We called housekeeping and let them know that we needed a pot to boil water for our baby. Again the response was very quick, and the CM who brought the pot to our room was very apologetic.

Normally I wouldn't have complained about the alarm clock, but when at BLT I had the mentality that I pay maintenance fees there for a reason, therefore I wanted to bring it to someone's attention.

Like you, jennib5426, we don't let these things ruin our trips or our view of DVC. I've had issues at Disney Resorts before becoming a DVC member, and at other major hotel chains as well. I hope that after maintenance/housekeeping learns of an issue they do whatever they can to rectify it as soon as possible.

 

[PHILCT]

This has happened a couple times to me at the BCV. One time the room was tidy, but not clean including the upholstery, rugs, and drapes. I called the front desk and told them the room was unacceptable and that I was coming back to get another room and room key.

One thing I do EVERY stay now is to have a supervisor inspect the villa before we occupy it. I never want to go through that disappointment again, and it has worked to prevent it from happening again.
Sandie

Please explain how you request for a supervisor to inspect the unit.
When and how do you actually request this process?
On my next trip I will be arriving late, and I don't want to be handed an unacceptable unit while all the others have been handed out.

Thanks.

 

[Bellecruiser]

Hate to keep repeating myself but you need to send a email to the DVC Member Satisfaction Team.

dvcmembersatisfactionteam@disneyvacationclub.com

Include your name, member #, and phone #. They will call you back in a couple of day

YES! Definitely call the DVC Satisfaction team. We must speak up about these issues to DVC.

 

[Hardy]

Our last stay was at BCV and we won't be rushing back. We were locked out of our room until 1:30 in the morning our first day. Underwhelmed by the cleaning and condition of the room....the only thing that would make me go back is access to a great pool. But I'm ready to go back home to Kidani next!

 

[BeesKnees]

Usually we plan to be in the room for at least an hour and half to get somewhat settled when we arrive and we always take that time to inspect the room for cleanliness, supplies, and equipment. I'd rather get any issue resolved at the very beginning than have plans altered waiting for this or that.

I have also found that it is better to be in the room to make sure they don't mix up the requests. On one occasion we asked for more TP and they brought us more towels. I assume that someone else probably asked for more towels and ended up with more TP. On another occasion I explained our coffee maker was broke and she brought us a new carafe when we really needed a new machine.

 

[dmoore22]

That is one of the reasons we always check the contents of the kitchen cabinets first thing when we get in a room. I had that same thing happen once, and now I KNOW ahead of time if anything is missing and call to get it replaced before I need it.

I agree that letting the housekeepers and the front desk know is a good idea...BUT... Don't just call the front desk. When you call the front desk, you get a call center that is nowhere near the resort. You need to actually go down there and speak to a manager about it directly.

I also agree that contacting member satisfaction is a good idea. I don't even wait until I get home, but do it right away. I do that for GOOD service too.

There seems to be a trend, and its not just DVC, but with other businesses, to let things slide or to overlook the obvious. I can't say how many times we've found a carry-out fast food order incorrect before we pull out of the parking lot. Or the cashier at the bank gives us the wrong amount of $$$ when we cash a check or made a deposit. The bank has even short changed itself on occasion. If we buy a product at a department store we check the contents of the box before we leave to make sure all the necessary parts have been included and we don't have to make a return trip. It's crazy but we, as consumers, have to be vigilant regarding our purchases, whether a good or a service.

 

[JimMIA]

And the other thing worth repeating is to get the issues resolved while you are there!!!

Reporting the problems after-the-fact doesn't do anything to improve your trip. A 5 min conversation with a manager at the front desk would have gotten the room cleaned and all of the missing items replaced. Suffering in silence is pointless.

Not only is it pointless, it enables the continuation of those problems.

First of all, if guests don't alert managers while they're there, the managers don't have an opportunity to do their jobs. With a room in that condition, a good manager would not send someone to go clean the room and restock missing items. They would go to the room, and then call the housekeeping manager to the room and ask them, "What the heck is this???"

The second problem is that after-the-fact emails to MS are too easy to blow off. The housekeeping staff simply responds that they've fixed the problem and they go right on doing sloppy jobs because nobody is checking on them -- not the housekeeping supervisors, and certainly not the GMs of the individual resorts.

 

[kimberh]

We were at BCV's in March. It rained hard 3 of the 7 days. I could not get the DVD to play. I called housekeeping, within 5 minutes a man arrived, he could not get it to play, he left, returned with a manager. It needed a cable and some type of switch on the side of the TV had to be pushed every time we used it. I was so impressed with how efficient they were. They apologized for any inconvenience we experienced. It does pay to call while there.

We also have been missing cooking pans and knives. Wonder where these things go? With a call they were brought right up late one night.

 

[palaemon]

Just think. If someone before you had taken 5 mins. to get these things taken care of; your stay could have been better. Pay it forward.