My BCV Disaster!

[disney4me4ever]

I'm sorry about your experience not starting out well, but it sounds like you managed to have a great trip in spite of the rocky beginning.

When we stayed at BCV in March, we had a similar room not ready situation. I understand sometimes rooms are ready early, sometimes not. But after waiting another HOUR after the "official" check in time, I was not happy. I spoke with the manager, (Yusef, I think was his name), and was not impressed with the cavalier way I was treated. He didn't apologize, just kept blaming it on housekeeping. Whatever. I was tired from travelling and tired of excuses. Suddenly one of the CM suggested assigning me another room. Out went all of our requests, but at that point, like you, I didn't care. I wanted a shower! So I'm guessing, this would be the same type of situation where they would have "given" your room away. The bottom line is, fix the underlying problem; logistics, scheduling, housekeeping--figure it out and fix it.

I realize this thing probably happens at all the resorts; hopefully these issues are reported to the DVC Member Satisfaction Manager. I would also send a copy to Jim Lewis.

 

[Megangel31]

Meet others at the pool--they bought at SSR were booked for there and hated it because it was too remote for them--felt so lucky they were relocated to BCV and had all of their requests met! I know, now I'm being petty, but come on I booked this at the 11 month window and it has been a disaster, I don't need insult to injury!

I don't know that you're being petty at all- I'd be very upset in your shoes as well, especially if this was my home resort, booked well in advance, and someone swooped in that same day with no problem to grab a room. As an aside, I can't figure out why some folks buy at SSR, then hate it because of the "remote" location (remote to us is staying off-site). As Disney fans willing to buy into DVC, they should know better.

Glad to hear that you were able to better your trip at OKW and hope next time is awesome for your family.

 

[lenshanem]

but come on I booked this at the 11 month window and it has been a disaster, I don't need insult to injury!

Just what I said when I called down to BC desk a couple weeks ago. I know, I know - no guarantees on requests, BUT...

I booked eleven months out to the day. All I requested was my studio by near my Mom's studio. It was on the confirmation I received. OK, we get there. Rooms not ready, but CM tells me they are on the same hall near each other. Come later in the day we get to our rooms and they are on different wings, both last rooms on these wings!!! My Dad is very upset, he works in the hotel industry and is sensitive to this stuff. Plus, Mom wanted to be near to help with the kids. I call down and they put me on hold for THIRTY minutes to tell me they can't do anything for me.

I'm sorry, but I can't see why I can't be put on the same hall when I book eleven months out and request nothing else. Besides the fact the CM gave me misleading info. What about non BCV owners who got their requests meet for pretty views seven months out or less, but I can be near the darn service road or basically on top of the road and not be near my MOM?!?

Sorry, my time to vent, too. Guess I need to go have a glass of wine.

 

[patsal]

Shanan,
Sorry your trip was less than magical as well. I just think there is such a lack of communication at this resort. I mean they have the pool going for them, but that just isn't enough to keep everyone coming back. To be placed on hold for thirty minutes is crazy. I hope everything else worked out well and can't wait to read your trip report.

 

[lenshanem]

Thanks. I do need to get a trip report up.
I think the CMs aren't too great at BC, especially after our fab experience at BWV the month before. Quite a difference! Yep, SAB is awesome and even BCV itself is very pretty, but I don't get a deluxe feel when it comes to the staff there for sure.

 

[kathleena]

Sorry you had such a bad start to that stay at BCV.

I've been lucky with a fine trip time after time at BCV and BWV and my only bad experience at OKW. I don't know how I would be if it were me in that situation. I hope I never found out.

I do know that I'm totally over the room request situation. They have stated what the policy is and for me, I ask for something, figure I'm lucky if I get it, but otherwise I just focus on the rest of the trip - no matter when I made my ressies.

Sorry again.....

 

[ceejay13]

We added on at the BCV 2 years ago but will have our first stay in December. Our other contracts are at the BWV and have stayed 3 times at OKW. We have loved both the BWV and OKW but I do have to say I am more hesitant about the BCV. My DH isn't looking forward to it at all. I would also certainly suggest a note to guest relations. I think you have very credible issues and I think they need to be looking at the guest relations of the BCV CMs. I am guessing there are more guests with good stays than bad, but it does seem that there have been several issues at the BCV over the last few years.

 

[OneMoreTry]

I would call that a "disaster." It's hard to say what I would have done. If my mood had been right, I would have accepted all the goodies. It's likely my kids would have gotten to them before I knew what was happening anyway. I agree with the comment that they couldn't reuse the food anyway. (If they did reuse it, then BCV is LOOOOOOWW class. Lower than the low. They SHOULD have given them all to you and absorbed the cost.)

At the very least I would have been on the phone until I contacted someone who could and would make good with definite financial remuneration -- especially for the INSULT the CM gave you when he picked up the stuff.


We had a very nice stay at BCV two years ago -- six nights and the paint smelled new. No problems and the cast were very nice. However, when I'm at BCV or BWV I feel like I'm in a condo. When we stay at "our" OKW if feel like I've "come home."

 

[manning]

Report this pronto and don't give up until you get satisfaction.

Someone(s) needs to be fired!!!!!!!!!!!!!!!

 

[RuthnPaul]

Originally posted by kathleena
I've been lucky with a fine trip time after time at BCV and BWV and my only bad experience at OKW...

Getting the resort we want at the 7-month mark or getting that room location we requested may involve a bit of luck. However, for the money we pay to join DVC both up-front and in on-going maintenance fees, my feeling is that luck shouldn't be the determining factor when it comes to the quality of our overall resort experience!!

 

[kingj]

Wow, I know I would be as upset as the OP, especially if someone treated my kids in that manner. Please let us know how Disney responds to your complaints.

Our home resort is at VWL. We were thinking of trying to stay at BCV in 2005. But after reading these posts, I think I will try to stay somewhere else. It's not worth the risk.

 

[ErinC]

I'm so sorry for your trip! What a deluxe vacation, wiping someone else's poo off the wall!!! YUCK! I sorry to hear that the complaining I did in May, to MS about our BCV trip hasn't neccessarily helped the situation. This whole situation is just strange. You would think that if this room was going to be slept in by someone very special (all the gift baskets), that someone from housekeeping would have done a better job cleaning the room. You would have also thought that a supervisor would have been checking the situation out? Does anyone else find this strange? You need to complain to someone until you get some satisfaction. BCV ended up paying for our meal at Chef Mickeys, and MS promised us daily housekeeping for our next trip (which I really don't want). I just want the room to be clean the first time around. We were like you, stayed at PC the first 2 nights until we checked in at BCV. MUCH cleaner. Stayed at POFQ after checking out of BCV, kids liked it better than BCV. DD8 said "at least it's clean." Better luck next time!

 

[palmtreegirl]

Wow, you're a better person then me, I would've flipped out if all that happened, especially the part about the manager and the gifts.

I think it was great that you turned it around for yourselves though, good for you!

 

[travelbug]

While my experiences at BCV have all been excellent so far, I'm SO sorry to hear of your terrible experience there.

I'm especially appalled at the poor behavior by the manager. As manager, that person was the person most able to put things right with you. Maybe by apologizing profusely and immediately offering that you were welcome to whatever was already in your room. Maybe by apologizing profusely while offering your family vouchers at one of the restaurants around there. Maybe by apologizing profusely and offering to contact MS about a refund of points because of their less than stellar service. It seems wise for a manager who realizes that his/her staff goofed up big time to take the attitude of "Oh my heavens. This is inexcusable. Please let me try to make this right with you. Your satisfaction is very important to us here." After all, the manager sets the tone for the whole staff, and attitude is obviously very contagious.

Maybe that sounds too idealistic, but IMHO that's what separates a poor manager from a good manager.

I'm so glad that other parts of your trip were enjoyable. Thanks for sharing all your experiences, both good and bad, and please let us know what response you get when you submit a letter of complaint. Good luck!

 

[AnnetteF]

Sorry to hear what happened on your trip. What is it with the BCVs? We stayed there in September 2002 and also had some problems with checking in and then with housekeeping. We arrived at 1:30 in the afternoon and our room was not ready, which was fine because we realized check-in was not until four so we just walked around the resort for a bit and got and ice cream at Beaches and Cream. We checked back at the front desk at four and the room still was not ready but we figured it won't be long now so we continued to wait. We checked back again at five and then at six and it was still not ready. At this point we decided to go to the Magic Kingdom to see Spectromagic as we had planned but that night we wound up not getting into our room until after ten. (We've actually been DVC members since 1992 at OKW and this was the first time we had ever arrived and our room was not ready- just lucky I guess.) The castmembers at the front desk also made no apologies.
Then during the week, we also cook our breakfast in and there was no detergent for the dishwasher, which had always been provided at OKW. So I called housekeeping but they kept bringing me "Palmolive dishwashing liquid". When I was finally able to make them understand what I was looking for, they would bring me one little packet. I would gladly have brought my own had I known. They didn't sell it in the shops and we didn't plan on going out for groceries for a few days. So each day I had to call for dishwasher detergent and each time I received more Palmolive.
These were just little annoyances on an otherwise wonderful vacation but hearing others having similar experiences makes me wonder. BCV is nice and I loved the location by Epcot, but after that we will stick with OKW.

 

[Maistre Gracey]

Oh my! Actually patsal, I think you handled this situation better than most would have. I think you did a good job keeping things together for your family.

Now, there is no excuse for what happened. Without question the least they should have done is let you keep the goodies.

It is up to all of us to make sure things like this are reported.
I hope you send this post to the proper people...

MG

 

[Sammie]

Sounds like a miserble way to begin your stay. For future trips if you have something in your room that is broken, call Maintenance. Housekeeping will not be able to fix it and while they should pass on your request, it seldom happens at any Disney resort. Kinda a "It's Not My Job" situation. Cleaning issues definitely call Housekeeping and ask for the supervisor.

Did you like your room location/view?

When you write your letter to MS be sure to includes the names of the CM's you dealt with.

 

[AllyBri]

Any manager with even a pea for a brain would have left the plush for your children.
You seem to have handled it quite well, but be sure to let Disney and DVC know what happened to you.

 

[patsal]

A carefully worded and edited e mail was sent to Disney and a long, carefully worded letter sent to the DVC member satisfaction manager. I will let you know how that works out.
Sally

 

[starmaker2000]

I have noticed that there are way too many complaints about BCV. I have one comment: Why should management do anything when they aready "have your money"? There is no accentive to do the right thing in regards to the "surprise gifts" . The flippant disrespect by the management should have been rectified immediately. Repairs should have commenced within minutes. The boiling pot always gets attention.

Sorry for the poor attitude by the management:space:

Just because "It's Disney" does not give anyone the right to disrespect your family