Just Back from BWV-Nightmare at Checkin

[RAD]

Called at 4PM, still no rooms and a nasty operator saying that DVC has until 5PM to check us in.

Sorry to hear about the delay. Did DVC change the check in time, I thought it was out by 11AM and checkin by 4PM?

 

[Sammie]

Sorry to hear about the delay. Did DVC change the check in time, I thought it was out by 11AM and checkin by 4PM?

check in is after 4pm and has been for as long as I can remember.

 

[RAD]

Sorry, bad choice of words, checkin starts to be available at 4PM.

 

[MichelleB]

So going back to someone else's post....at what point must your room be ready?

 

[eporter66]

I had no idea that this happened so frequently. I encourage all that this has affected to email dvcmembersatisfactionteam@disneyvacationclub.com to report your concerns. After sending the email a reply came back saying an investigation will take place and that I should receive a response within 3-5 days. Very curious as to what that response will be. Lip service or something meaningful with a root cause of why this happens and how DVC will address it going forward.

I just sent a letter to the address listed in the email and got the email returned with a fatal error that the address had permanent fatal errors and the host was unknown.

 

[bmtta2003]

The problem is not just Disney or DVC related.
I once stayed at the Portofino in Universal Studios. We were immediately given a room. My kids immediately asked for drinks in the locked refrigerator.

When I opend it, it was half empty. Most of the items that were missing were the expensive alcohol bottles (small bottles big price). I contacted the front desk and they told me they would have it immediately restocked. I didn't care whether or not they restocked it, I just didn't want to pay for the missing products. They said the noted my account and I would not be charged for any of the missing items.

We left for the parks and returned several hours later to a fully stocked refrigerator. When my wife turned down the bed the sheets were messy and still had hair and stains on them. Again we contacted the front desk and they immediately sent up housekeeping to change all the linens.

The next morning I stopped by the front desk and expressed my concerns that we were given a room that was not yet properly prepared and that I didn't want to be charged for the missing items. They of cousre apologized and informed me that I wouldn't be charged for those items.

Well of course I ended up being charged for those items. I never checked my credit card statements and didn't realize it until I looked at my year end summary. Ninety something dollars for Portofino bay snack bar.

So the problem is not just Disney, although I think we hold Disney to higher standards.

 

[Sammie]

I just sent a letter to the address listed in the email and got the email returned with a fatal error that the address had permanent fatal errors and the host was unknown.

Go to the member website and click on contact us. That will get you to them.

 

[dzorn]

This is a common topic. We stay at BWV most often and rarely had to wait much past 4 pm. However, they're at 100% capacity during F&W. Florida has a law that prevents hotels from throwing anyone out of a room, even if it's past checkout. No matter how many mousekeeping staff members you have, you just need a few selfish idiots to vacate late to make it impossible for others to start their vacation. I've even heard of people going off to the parks and leaving all their stuff in the villa until later in the day when it's time to go to the airport. Disney can't remove them. So while I agree that it stinks, some of the fault has to be laid on the state of Florida for the stupid law and the morons who can't see that their actions affect others.

This was covered on another post about self extenders. According to that thead Florida law is actually on the side of the hotel and can remove people. Cannot get the search to work or I would post the link.


That's what I get for not reading the whole thread first. I see someone posted the law. One easy suggestion I would give for management is to print out the law have people sign it as they check in. Maybe that would give a few self extenders more incentive to get out on time. I cannot help but wonder if it is people renting points that don't care as much.
Denise in MI

 

[jarestel]

I think whenever you encounter substandard service or housekeeping, you owe it not only to yourself but to other members as well to make management (resort level, as well as DVC mgmt) aware that there is a problem. I know we sometimes feel we are on vacation and don't want to make an issue of things, but unfortunately that thinking never leads to improvements and probably contributes to an overall worsening of the situation in the long run.

Good luck on your next trip!

 

[CarolAnnC]

This was covered on another post about self extenders. According to that thead Florida law is actually on the side of the hotel and can remove people. Cannot get the search to work or I would post the link.


That's what I get for not reading the whole thread first. I see someone posted the law. One easy suggestion I would give for management is to print out the law have people sign it as they check in. Maybe that would give a few self extenders more incentive to get out on time. I cannot help but wonder if it is people renting points that don't care as much.
Denise in MI

Self Extenders can be found here.

 

[Merylj]

We will be checking in at four different DVC properties next month - so I`ll be interested to see what time we get into our rooms. To me anything up to 5pm is acceptable.
I think how clean and tidy these units are left in must impact alot on the units being ready - it must only take two or three units left like a pigsty for any cleaner to get behind in their work.
I speak from experience here

 

[PoohsGang]

This is a common topic. We stay at BWV most often and rarely had to wait much past 4 pm. However, they're at 100% capacity during F&W. Florida has a law that prevents hotels from throwing anyone out of a room, even if it's past checkout. No matter how many mousekeeping staff members you have, you just need a few selfish idiots to vacate late to make it impossible for others to start their vacation. I've even heard of people going off to the parks and leaving all their stuff in the villa until later in the day when it's time to go to the airport. Disney can't remove them. So while I agree that it stinks, some of the fault has to be laid on the state of Florida for the stupid law and the morons who can't see that their actions affect others.

If someone was in my room I wonder if Disney wouldn't mind if I remove them.........

 

[Talkingwoody]

I sent the email to dvcmembersatisfactionteam@disneyvacationclub.com and got an automated response that is was accepted. The reply said 3-5 days to get back to me so I am hoping to hear something by end of week.

 

[RAD]

Arrived at 10:30 to check in for a GV, of course it wasn't ready, didn't expect it to be. Called at 1:30 to see if it was ready and surprise, it was.

 

[Dizholic]

Arrived yesterday at 4:10 pm to check in at the BWV's. In the middle of the process, the very nice CM picks up the phone, and I hear him say our room is out of order. I asked him if I heard him correctly, and he says yes, that our room is not cleaned, but it is 4 o'clock and it should be ready. So he is left on hold for a few minutes, then hangs up, and says we are all set.
The powers that be must be starting to listen to all the complaints. I do beleive they assigned me a new room, rather than making me wait for the one they assigned. Like the CM said, IT IS 4 O'Clock.

 

[CarolMN]

I sent the email to dvcmembersatisfactionteam@disneyvacationclub.com and got an automated response that is was accepted. The reply said 3-5 days to get back to me so I am hoping to hear something by end of week.

It might take a little longer than that. One of the MS CMs (who posts here once in a while) mentioned in another thread that the Member Satisfaction Team is backed up - due to all the members complaining about the $95 fee.

 

[jarestel]

So the problem is not just Disney, although I think we hold Disney to higher standards.

I don't believe anyone is accusing Disney of being the only resort with problems. The fact that other hotels have inept employees as well is an excuse that should never be given to a guest, Disney or otherwise, in order to rationalize poor service. As always JMHO, YMMV.

 

[Kickapoo Joie Juice]

. Seems as DVC members, we have lost the benefit of checking in at 4PM like the hotel guests. Why??

I have to say, this REALLY bothers me as a DVC member. Why did I shell out 5 figures for a membership?

I admit, I like to feel a little "special" because an inordinate amount of my discretionary spending went to Disney, and after a certain point, being made to feel not only ordinary, but a second class disney citizen, will cause me to take my five figures + 4 trips a year elsewhere, unfortunately.

Part of my enjoyment of Disney is feeling special and magical, I think the big honchoes at Disney forget that about DVC members, sometimes.

ETA: Can anybody clarify whether the policy for the Disney Hotels check in time is at 4 pm and DVC is after 4 pm? I want to be sure before I get a good head of steam going....

 

[disneynutz]

Florida

FSA 509.141


Hotel owners may remove any guest who, while on the premises, illegally possesses or sells controlled substances; is intoxicated, profane, lewd, or brawling; disturbs the peace of other guests; injures the facility's reputation, dignity, or standing; fails to pay the agreed upon rent at checkout time; or fails to checkout at the agreed upon checkout time. The hotel owner must give the guest notice of his desire for the guest to depart and return the unused portion of any advance payment. Guests who refuse to leave are guilty of a second-degree misdemeanor. Hotel owners may call any law enforcement officer to arrest illegal guests. Arrested guests are deemed to have given up or abandoned their right to occupy a room, thus the hotel owner may make it available to other guests.

I will guess that DVC resorts may not be hotels in the legal sense. They are a deeded, member owned property. The bylaws and restrictions in our legal docs are what determine the rules and regulations.

 

[Talkingwoody]

It might take a little longer than that. One of the MS CMs (who posts here once in a while) mentioned in another thread that the Member Satisfaction Team is backed up - due to all the members complaining about the $95 fee.

I can understand the delay based on the reply quoted but I am not satisfied. At this point still no response. There should be some type of an update from Disney after 7 days even if it is just saying that they are backed up but they are reviewing this situation. Maybe I hold Disney to a higher standard because of my past experiences but it was those experiences that convinced me to buy DVC and feel comfortable doing so.
I don't want to seem totally frustrated but I just expected better service at checkin and a quicker response. This just seems that this is now standard operating procedures and a certain percentage of people will experience this condition, so live with it.
So I will live with it based on the percentages that it will happen often. Overall, I am happy with my DVC purchase and like I said in my original post, this was one occurence for a few hours at checkin. I did not let it ruin my stay at BWV or my vacation.
Someone else posted that this happens at other vacation ownerships and hotels as well. That is why I bought DVC, the standards were perceived as higher and if this happened it would be few and far between. Based on the responses and views to this thread, its seems a bit more than few and far between to me.