Just back from BWV - disappointed!

[Chip 'n Dale Express]

Originally posted by ElizabethB
Just to be clear on the photo i.d. issue, it looks to be a WDW Hotel requirement -- not a federal or state law or local ordinance.

That's just what my management told us, as well as all training classes.

Originally posted by ElizabethB
You may have to show i.d. to check in, but you certainly don't need to show it to get on the elevator, go up to the rooms and convince a maid to open a room because you forgot your key.

Actually, you would need to show the maid ID. Disney policy is that all persons who have the ability to let someone into a room must check both the reservation names, and a photo ID, to ensure that the person we are letting into the room is authorized to be in the room.

 

[Ethan's dad]

Hi, the OP here. Sorry for not responding to questions earlier. As I noted in my post, I realize there is no guarantee for early check in. I also recognize that my name was not on the reservation, so I could not check in. I understand these things. But they played into the overall frustration with the staff that we felt through the week. For instance, I find it hard to believe that, knowing we were there from 11 am on, there were no 2 BR suites available before 5 pm. Perhaps we could not check in until my parents arrived. But I would hope they would have acknowledged our presence.

Also to respond to one of the above comments, in my opinion, a 2-bedroom suite, which necessarily includes adjoining rooms, is not an "as available," unguaranteed request -- This is a requirement (we did get this, and it was never an issue with BWV-- I just wanted to clarify the point).

On the room cleaning, we were using points, and had specifically requested the daily room cleaning for an additional charge (as noted on our reservation). In the end, they did not charge us for the days they did not clean. But it should not have taken three days for them to provide service our reservation said we should have. Same thing with the drier.

Overall, I just am disappointed that no one at BWV showed any interest in ensuring we had a great time, and that our trip was magical. In my opinion, we did not even receive average service.
Disney sells itself as providing magical experiences. Overall, especially in the parks, we received great service had a wonderful time. BWV was one of the major exceptions.

 

[jordanyosh]

I guess in the future if you are having problems like you had especially the attitude of hotel mgmt, I would call DVC Member Services directly. Maybe they could direct you to someone who could get your problems solved promptly and to your satisfaction.

It would be interesting to find out how money from DVC sales is distrubuted to the resorts that also include DVC properties..VWL, BWV and BCV. I guess to clarify...how is money allocated for maintenence, housekeeping. guest services CMs etc. Although, DVC guests will eat at resaurants, shop at resort stores, buy admission media, they don't generate income in the form of occupancy.....I wonder how that money for extra labor cost is credited back to the resort? If it is at all.

Also DVC owners are generally Disney fans. Disney fans generally have a higher expectation level of Disney. Add on top of that, now DVC owners actually share ownership in a resort property and that expectation level goes even higher. They can be very demanding(most of the time rightly so as it was in the OP's case).
Imagine the resort staff dealing with DVC member issues daily, hourly, constantly. Now try and balance that with resort guests who have a higher revenue generating potential for the resort--the infrequent guest.Who will win out.? Probably the infrequent guest. Is that right? No. But it looks like that may be a reason the OP didn't get the service he deserved.

I could go on and on, but I will stop for the time being. I always like trying to get to the root cause of issues. I used to be a troubleshooter for a national restaurant chain...it's in my blood...sorry.

 

[tinkerbee]

With DVC mousekeeping isn't every day unless you pay extra for itso I hope that you didn't end up paying for something you didn't get. And for requests..........thats what they are requests.

 

[penel3]

If my sister adds my name to her ressie, will one of us get something in writing to confirm this? I am worried now, since so many of you mentioned that certain requests and such were never "???!!

 

[penel3]

If my sister adds my name to her ressie, will one of us get something in writing to confirm this? I am worried now, since so many of you mentioned that certain requests and such were never "logged". What will I do if they say they don't have any record of me???!!

 

[Ethan's dad]

Originally posted by penel3
If my sister adds my name to her ressie, will one of us get something in writing to confirm this? I am worried now, since so many of you mentioned that certain requests and such were never "logged". What will I do if they say they don't have any record of me???!!

I would have her call and add you, and ask that they mail a revised confirmation to your sister showing your name. She can then send you a copy of this.

 

[Ethan's dad]

Thanks for all the comments everyone. I mostly am just blowing off steam about the BWV service. Although, we will not be staying there for our next trip. Time to try another DVC resort.

By the way, we did call and discuss the situation with DVC member services. Unfortunately, it took two days for them to connect with us (they were closed entirely for training one day apparently). I think they were apologetic but I'm not sure much else came of it. My parents are the DVC members so my mom had the discussion with them.

And tinkerbee -- as noted, we were prepared to pay extra for the housekeeping (as noted on our reservation). They ended up not charging us for days they did not clean. And while early check in is a request, failure to have any record of our requests (even those we have written proof of) is poor service. So is failing to fix a clothes drier that was key to having enough clothes for our trip!

 

[Mrs.Milo]

I posted on this subject last month, after a stay with my SIL who is also a DVC member. When she arrived, only her DH's name was on the ressie,(he came a few days later) so they didn't want to let her check in. It was a weekday, they called DVC to verify her name was on contract, her driver's license had the same address, and let her check in. It's a new heightened security rule.

Since then I've made 2 DVC ressies for next year, 1 in April, 1 in June for my daughter. For 1st ressie, they put my name on the ressie, and I said add my DH's name, doesn't it need to be there if he is the one to check in? CM answered yes, as a matter of fact it does. So, why aren't they making that part of their automatic spiel? They ask how many adults and children, why not ask all our names, at least the adults, so whoever is designated to handle check in for the group won't have a problem? Same thing happened this week when I made a ressie for my daughter, they took her name and address, and were going to leave it at that. Again I had to tell the CM, hey, add my SIL's name so he can check in for them, I want both names to appear.

So, have the CM's making these ressiesnot been instructed yet to ask for all names? Or are they in a hurry, and I don't want to be mean, but just taking the easy way out? Or maybe just under pressure not to waste time? Just wondering.

 

[dizplanner]

Originally posted by jordanyosh

It would be interesting to find out how money from DVC sales is distrubuted to the resorts that also include DVC properties..VWL, BWV and BCV. I guess to clarify...how is money allocated for maintenence, housekeeping. guest services CMs etc. Although, DVC guests will eat at resaurants, shop at resort stores, buy admission media, they don't generate income in the form of occupancy.....I wonder how that money for extra labor cost is credited back to the resort? If it is at all.

My understanding is that the common services in the DVC resorts that have standard rooms are prorated. For example, (note number not acurate - I'm making them up) if 53% of the rooms at Boardwalk are on the Inn side and 47% are on the DVC side, then the expenses for front desk, housekeeping, transportations, security, etc. are divided and 47% are paid through the DVC members annual dues. (I assume housekeeping is adjusted for the fact that DVC does not get daily service.) I suspect the formulas are not quite this simple, but the point is that DVC members are paying for all the resort aminities through their dues. So while the resort may not get the money when we stay, they get it when we pay our annual dues. The difference is Disney gets the profit from the cash stays at the time of the stay - with DVC, they get their profit up front when they sell the points. (And yes, the cost of points includes the cost of building the resort.)

 

[DebbieB]

I don't think an ID check is a FL law. I checked into the Radisson in Downtown Orlando on Thursday afternoon and was not asked for photo ID. I did however have my corporate credit card.

 

[sphere99]

BWV are a DVC resort as you know. The DVC resorts are a bit different than other disney resorts. There is no guaranteed early check-in request. Even if you get it on your confirmation it is mearly arequest. The units take much longer to clean than a standard hotel room and as a DVC member I want them to clean the units thoroughly between each guest to keep up the apperance and quality of the furnishings. If your room is ready before 4PM you can get in early, however the check-in time is clearly stated as 4PM

We just got back from CR and checked in at 12:30pm (I requested early check in), was told that I could have a room then but had none of my reqests, so I waited to get a better room. Was told it would be about 3pm. Kept calling at 3pm, not ready, at 3:30pm not ready, 4pm, 4:30pm, 5pm finally at 5:30pm I went back (was at MK) and said ok this is rather ridicilous, the CM agreed and unassigned a diff room (turned out to be a better room anyway) and assigned it to us. But come on 5:30pm and it STILL wasn't ready??

 

[Sammie]

Originally posted by sphere99
We just got back from CR and checked in at 12:30pm (I requested early check in), was told that I could have a room then but had none of my reqests, so I waited to get a better room. Was told it would be about 3pm. Kept calling at 3pm, not ready, at 3:30pm not ready, 4pm, 4:30pm, 5pm finally at 5:30pm I went back (was at MK) and said ok this is rather ridicilous, the CM agreed and unassigned a diff room (turned out to be a better room anyway) and assigned it to us. But come on 5:30pm and it STILL wasn't ready??

It is possible the room they were trying to give you, that matched your requests, had a guest with late check out.

 

[Ralph&Pam]

Originally posted by jordanyosh

....snip...
It would be interesting to find out how money from DVC sales is distrubuted to the resorts that also include DVC properties..VWL, BWV and BCV. I guess to clarify...how is money allocated for maintenence, housekeeping. guest services CMs etc. Although, DVC guests will eat at resaurants, shop at resort stores, buy admission media, they don't generate income in the form of occupancy.....I wonder how that money for extra labor cost is credited back to the resort? If it is at all.

...snip...

To clarify regarding jordanyosh's question about DVC:

The cost of maintenance, housekeeping, guest services, etc. for DVC resorts and the DVC portion of the mixed resorts (like the BWV portion of the BoardWalk) are paid by the members through their annual dues, not from DVC sales. DVC annual dues are assessed on a per point basis each year. This is in addition to the initial purchase price of the timeshare. For example, the estimated operating budget for the BWV for next year (2005) includes $2.7 million for the front desk operations, $4 million for housekeeping, $2.8 million for maintenance, etc. The total operating budget is more than $15 million. An additional $2.5 million goes into the replacement fund. The owner of a 230-point interest at BWV (cost would be about $20000 to acquire on the resale market ) will pay just over $1000 in annual dues for 2005. This is approximately enough points for a week-long stay in a one-bedroom villa during the busier times of year (excluding the highest point times after Christmas or during spring break weeks).

Ralph