Just back from BWV - disappointed!

[Ethan's dad]

Just returned from 6 nights at Boardwalk Villas (11/6-11/12). Overall, pretty disappointed (we've been there in the past). Frist they would not let my wife and kids check in early since our name wasn't on the reservation (my parents, who were arriving later, are the DVC members but had faxed us a copy of the reservation confirmation, which wasn't good enough). This despite us calling several times the past several weeks for various issues (request early check in, request crib, etc..). You'd think someone would have mentioned this to us. A bummer, but no biggie (Had my parents been coming in at night, it would have been a bigger issue!).

Also, they had no record of the early check in request, or the crib request! The bellhops were great though, and took all our groceries and kept them in the fridge, and gave the kids little Daisy figurines. In the end, they did have a crib for us.

My parents arrive around 2:30, still no room available. Room won't be ready until 5! After the 4pm check in time, and we had requested early check in! Also, we had requested near elevators. We ended up about 3/4 of the way down the hallways away from the elevator. I realize none of these things are guaranteed, but still...

Then we had requested daily cleaning service, rather than the every 4-day service. No service the first day. No record of her request (even though it's on the written reservation). My mom calls to complain. The second day, still no service. They again have no record of her request. She complains again, they send someone up at 8 pm when we are just back from the parks and trying to get the kids to bed. The third day, they clean my parents half of the 1-bedroom, but not our adjouining studio part of the 2-bedroom. Again, someone comes at 8 pm when we complain about this -- I just want to get the kids to bed!

At some point the first few days, we try to do laundry and the dryer doesn't get hot, and is making a terrible squeaking noise. Call for service in the morning before leaving. Next day, we return to an unfixed dryer. No record of our service request. Call to complain. The next day it is fixed, although a few days later it starts to squeak intermittently again.

I think there were a few other issues as well, but can't recall them all. The worst part of it was the general lack of apology for any of these issues. No one, including the managers we spoke with, seemed to care at all about the problems.

Our next trip will be to another DVC resort.

 

[cdntourguide]

I certainly sympathize with you over the lack of service provided by Disney.
I just got back from ASMovies and to tell the truth, service was no better. Always the same answer, no record of any request. Without the help of CM Randy our holiday would have been a bigger mess than it was.
We had booked two adjoining rooms, one had to be disabled access with walk in shower. Our two rooms ended up in adjacent buildings: I was in #2, the orders in Building #3. By the seventh day, and after many problems with PS's, misplaced room keys (I left my key in the room, but was not allowed re-entry because my name was not on the reservation).
the only redeeming thing about the trip was actually getting to the parks,,especially Holloween night, and forgetting about the administrative hassels, that no Disney supervisor wanted to correct
.

 

[ahhhhhhhhhhhhhhhh!]

im so sorry to hear!

though now im a bit worried, my parents reservation is under my fathers name, but im the one who made the reservation, its under my credit card, etc. we're arriving earlier then t hey are and I wanted to check both of us in at the same time so we can get rooms close together...is this going to be a problem? should i change the ressie name to mine?

eep!

 

[goofy4tink]

To the best of my knowledge it's a good idea to have everyone in your group on the reservation. Just makes it easier. As far as the early check-in request, I didn't even know that was an option. We had to wait until 4:30 before we got a room and we actually checked in around 11 a.m. and came back around 3ish.

I'm sorry to hear that you had less than stellar service. Our trip in August was a good one and we had no complaints. We'll see how it all goes next week when we go back to BWV. I think that if we have any problems and we call about them, we'll take down the person's name that we talked to and the time of the call, just to be on the safe side.

 

[NHmouse]

Sorry to hear that your vacation did not meet your expectations. 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. Also you do not mention if you were staying on points or cash. It makes a difference in the housekeeping. on points you get a trash and towel on day 4 and a full clean on day 8. On cash you get housekeeping every day. If you stay on points and want daily housekeeping they will charge you for this. if you paid extra for this service and did not receive it I would call and dispute this charge!!
It is always a good idea to have the names of both families on the reservation since if you are traveling seprately as you seem to have been it protects you incase of travel issues.
We stayed in BWV in August and had an issue and found that the best way to get a response was to visit guest services where they bent over backwards to help us!

 

[oogieboogie]

Originally posted by ahhhhhhhhhhhhhhhh!
my parents reservation is under my fathers name, but im the one who made the reservation, its under my credit card, etc. we're arriving earlier then t hey are and I wanted to check both of us in at the same time so we can get rooms close together...is this going to be a problem?

Have your parents call CRO and have them put your name on their reservation as well. That way, if you get there early, you can check all of you (including your parents) in. Then when you're parents get there, they'll have their room key ready and won't need to check in.

We did this last year when we went with my ILs. The reservation was under MIL's name and she put DH's name on it. DH was able to check everybody in, including my BIL who wasn't even going to be there until the next day. We got the room keys, and when MIL showed up, she just went to the front desk to pay for the rooms.

 

[peter1706]

Originally posted by Ethan's dad
The worst part of it was the general lack of apology for any of these issues. No one, including the managers we spoke with, seemed to care at all about the problems.

That really is the worst part.

A simple sincere apology always makes a difference and many times is what someone is looking for.

 

[Sammie]

Based on the experiences of the OP and cdntourguide
I can make some suggestions for future travelers that might help you avoid some frustration.

Know that if your name is not listed on the reservation whether its made through DVC Member Services or CRO they will not let you check in. They will also not allow you back in the room if you lose your key, this is a security measure. Take care of that before you leave home.

As to the checkin time. You can request early checkin, but if they don't have a room ready it is not going to make any difference. Check in for DVC is 4pm, not gauranteed that you will get your room exactly at 4pm. They will try but things to happen to delay this.

Adjoining rooms: This is a request you that might or might not get. Disney tries but hundreds of people are in this resort. On the day you check in if there are no rooms that fit what you need that are close to each other, they can not move someone out. They can only fill the request from what is available. Since one room had to be the HA then that could limit your choices.

Pick your battles with management. Complain about issues they can resolve. Complain about problems with housekeeping and maintenance. Do not complain about not getting into a room before check in time or getting requests.

If you have problems with Housekeeping or Maintenance do not call the Front Desk. Call them directly and ask to speak to the supervisor, be sure to make note of the name.

We try to be very proactive while on our trips and it allows us to spend less time being reactive.

 

[rlduvall]

NHmouse:

I sincerely mean no disrespect, but the OP said they didn't get to check in until 5:00 p.m., a full hour after normal check-in. I would think if check-in is at 4:00 p.m., that's when you should be able to check in. Also, they specifically requested every day housekeeping, knowing standard is every 4 days. I have no idea why I felt the need to clarify this. Must be in a know-it-all mood tonight. My husband's gonna love that.

 

[caverill]

Early checkin is a request that is not often possible at a DVC resort due to the size of the rooms that must be cleaned. Remember that Housekeeping has to wash all of the dishes in the kitchen, which does add quite a bit of time to cleaning the room.

While "check-in" is at 4:00 PM, it is possible to not get a room until later depending on how many guests are checking out that day and Housekeepings staffing levels.

As much as we would all like to get our room when we are ready for it, it just isn't that easy at DVC resorts.

I am sorry to hear about your other issues. I do agree that it is often best to contact the correct department (i.e. Housekeeping or Maintenance) to correct the problem.

BTW, if you were charged for the extra housekeeping services and didn't get it I would sure call and get credit.

 

[Chip 'n Dale Express]

Just to clarify a few items...

Rooms are guaranteed "after" check-in, and not "at" check-in. Yes, I understand, it can be frustrating, but it's not done on purpose. Housekeepers are one of the hardest workers at Disney, and although they're working as hard and fast as they can, sometimes things just happen.


As for checking in... the law requires that we cannot check anyone in without valid government issued photo ID. That means if your name is not on the reservation, we cannot check that reservation in, regardless of if you are going to be staying in that room, or even if you paid for that room. The name does not have to be the primary name, so a simple solution is to make sure that your name is listed under the Additional Names section of the reservation. It should be noted that if you have two separate reservations, with different names on each, we'll need a photo ID for each reservation. (Often, travel agencies or online companies will book two rooms as half the party in one, and half the party in another)

This would also come in handy in the unfortunate case that you misplace your room key, and need the resort to reissue it, or let you back into your room. They will not do either unless you can show photo ID, and the name is on the reservation.

These are all for your own security and protection.

 

[jordanyosh]

What a bummer for you Ethan's Dad.....sorry

I had a long dissertation for you, just my opinion really, but I didn't end up posting it because I don't know if it really would make things any clearer for you or really change any of your thinking.

 

[ElizabethB]

Chip & Dale -- Just wondering what law says you can't check in people without government issued photo id? I'd be interested in what U.S. or state law requires innkeepers to have government-issued photo i.d. presented before checking a guest in. Or is the requirement simply a Disney requirement? Thanks.

And, to NHMouse, I agree with Riduval. You launched into a "lecture" on staying at DVC resorts that really had nothing to do with the OP's issues. I, too, would be upset if I couldn't check in until 5 pm. I don't care if it's a DVC resort. If they can't have rooms ready by the agreed time, then they need to hire more housekeepers. It's that simple.

A nice comped dinner probably would have gone a long way to help, but apparently no such offer was forthcoming. I also would be angry if I had specifically requested and was prepared to pay for extra housekeeping and didn't get it, or got it at 8 p.m.

We just returned from 10 days at BWV on cash (not points) and had no problems. But, IMO, there are no excuses for the poor service Ethan's Dad got.

 

[Destination Disney]

I just returned from a DVC ressie at BWV and we were able to check into a 1 bedroom early! 2:30pm to be exact. Everyone was great. We only stayed a few days, so Mousekeeping as unnecessary.

I can relate to the lack of apology and possibly urgency to address issues. Now I am realistic and understand that there are only so many "people" around to get the jobs done, but at least communicate to the guests.

When we were at the BWV it was about 2pm in the afternoon and we decided to go back to our room since our 2 year old was passed out. (He fell asleep in his high chair at ESPN!) We thought great, a time for us to relax while he is sleeping. So we lay the little one down and my hubby and I decided to catch a little shut eye, so we could catch our second wind. Well, we no sooner hit the pillows and a there is a thud on the wall in which the head board of our bed is against. My first thought was that a guest is over there and bumped the wall. Well, as time went on there was slamming of cabinets, and what sounded like wood or moulding being moved around. (I work at Home Depot, I know the sound of home improvement.) There was hammering and also a noise that sounded like someone was laying carpet, and using a knee kick to fasten it down.
My husband called the front desk, we told them the issue, and they said that they would inform the MOD (Manager on duty). We hung up. 20 minutes later the noise is till going on. So I go out onto the balocony to see if I can look into the room and nothing, so we called again, same resoponse. We infromed them that we called prior and nothing had happened yet, but still they were "informing the MOD". 20 more minutes go by and still even louder noises and banging against the wall. You could aslo here want sounded like a radio/ walkie-talkie in the room so they had to be doing remodeling. So my husband then got up, went down to the front desk to actually speak to the MOD, and they said they would send someone up to the room. Needless to say by the time the noise stopped, 1 hour after we first called, the little guy was up and rarin' to go, we had zero sleep and were now frustrated. What we got from the MOD...nothing, no communication or even an apology. Sad. But we were not about to let that ruine our day, so wepicked up some declicious coffee and hit the parks...again.

 

[Chip 'n Dale Express]

Originally posted by ElizabethB
Chip & Dale -- Just wondering what law says you can't check in people without government issued photo id? I'd be interested in what U.S. or state law requires innkeepers to have government-issued photo i.d. presented before checking a guest in. Or is the requirement simply a Disney requirement? Thanks.

I couldn't tell you... that's just what we were told during pre-opening, and training. Whether it's local, state, or federal, I don't know. But at any rate, regardless, it's still a security issue, and a good practice.

 

[Beachangel]

Originally posted by ElizabethB
Chip & Dale -- Just wondering what law says you can't check in people without government issued photo id? I'd be interested in what U.S. or state law requires innkeepers to have government-issued photo i.d. presented before checking a guest in. Or is the requirement simply a Disney requirement? Thanks.

I don't know what Federal or State law it is, but since 9/11, I have been asked to show a photo ID upon check in - Disney and non-Disney hotels.

 

[WDWDennis]

It is definitley a good rule to follow about not letting anyone in without ID. A hassel?? YES, but we got our room robbed at a Universal hotel a couple years ago. The maid was in the room next ours and some guy walked up and asked her to let him into our room. He said he was at the pool and ran back to get his camera, but forgot his key. So she opened our door and went back to her cleaning. Luckily, we just happend to come back early(on our was to Epcot) to get changed and found him in there. We had put everything in a bunch of towels and walked past us saying "housekeeping". I just let him past. Luckily, some people next store saw drop the towels and start running. They yelled to us that he was robbing us. We chased him for about 5 blocks, then lost him in some stores. When we came back, the maid told us what happend. Needless to say, I pretty darn pissed that she would do such a thing. Long story shortend..........the hotel payed everything that was taken and we were happy. But that is a great reason for not letting people into a room with no ID. All that said, I would probably still be annoyed if I left my key at the pool and the maid wouldnt let me in. LOL

 

[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. I like to be clear on what is an actual law and what is merely a hotel policy since it clearly caused the original OP some inconvenience. No need to blame the inconvenience on the government if it's merely Disney's policy.

I checked into the Hyatt at the Orlando Airport a few days ago and did not have to show any i.d. at all, merely a credit card for expenses. And that's a hotel sitting right at the passenger terminal of an international airport.

WDWDennis's story is interesting, but not asking for photo i.d. wouldn't have changed anything. Anyone can walk into any hotel at WDW and get on the elevator and go up to the rooms (other than some concierge floors). You don't need to be a hotel guest to go up to the rooms. 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, the Hyatt's approach would help with that. You can't get the elevator to go to any floor there (other than the lobby) unless you insert your room key.

 

[WDWDennis]

They simply have too train the maids not too let ANYONE into any room at all. If there is a problem, send them to the front desk and get it resolved. At that point, most people would go right back to where they left there room key (at the pool). If for some reason you lost your room card AND your ID and credit cards are IN the room, then someone can escort you up to your room to let you get it.


It would be easy to just stand by an elevator and wait until someone else uses their card, then hop on with them.

The policy should be simple.....nobody gets into a room without ID!!

 

[ElizabethB]

WDW Dennis -- You're right. The first line of defense has to be that the maids do not let anyone into a room. No matter how much that person pleads, etc. I think that's why Disney readily reimbursed you for your loss. It was clearly the maid's negligence that caused your loss. She may well have lost her job after that.

And, I agree. Having to put a card in the elevator to go to a floor is definitely not the sole answer, although I think it helps.

My only point was asking for i.d. at checkin doesn't solve many of the security problems that hotels face. In fact, I'm not sure it solves any of them as a determined criminal will get around the requirement or will spend the time and money to get an i.d.! It's not that hard to get one (or a reasonable facsimile).