My BCV Disaster!

[chrissyk]

We didn't like the BCV at all when we stayed there, and we've never gone back. We've stayed at all of the other on-site DVC properties, and we loved them all. I don't know why BCV seems to have so many issues. It has a prime location and great themeing...it's a shame that so many people have similar lousy experiences at this resort.

 

[DebbieB]

Originally posted by tamu91
quote....
"But, if you have been pre-assigned a room and then check in, and someone else has "bumped" you (now having been given keys to "your" room) they just put you on the list for the next room available."


I'm new to all this so let me get this straight. Does this mean we should check in as early as possible to get the best room available? This doesn't sound right either. Since the front desk will not tell you which room you are getting until mousekeeping has cleared it, what's to stop the front desk from giving away your room to somebody else checking in behind you.
This process seems very random and purely based on luck and perfect timing.

The way "room ready" was explained to me by Jackie Leuders when it first came out about a year ago, if you arrived early they were to check rooms available for immediate occupancy, looking for one that met at least one of your requests. If you get there at 8:00am, there may not be many rooms ready to choose from. If you didn't like the choices, you could stop by later to see what was available. She told me you would not be assigned a room that was not ready. The main reason I contacted her was my concern about how boardwalk view rooms were assigned. We rarely get there before 2:00 and we would never get a boardwalk view even though I made reservations exactly 11 months out. This sounded chaotic to me, people checking the front desk all day to see what was available. About a month after that, they announced the boardwalk view reservation category, so that solved that issue.

I really don't think they are following this system exactly that way. I think they are preassigning some rooms, especially during high occupancy. Plus they are assigning some rooms that are not ready, you call later to get your room number. It sounds like they may do some juggling in between.

 

[KNWVIKING]

To go from "an hour to complete finishing touches" to "S.O.L." sounds to me as though another guest thru one heckuva hissy fit and were given your room - maybe even the same people the goodies were intended for.

When I read things like this OT, my cynical mind takes over. Here's my read on this: Mr & Mrs Spoiled Rich Guy have their room loaded up with goodies. They get to their room and don't like it...they didn't get their requests. They march down to front desk, maybe demand a manager and commence a world class hissy fit with continual references to the amount of money they are spending on this trip.......... and we know the end result.

Of course, that's just my evil mind looking for the worst in Disney.

 

[alvernon90]

I may get flamed right out of lurkerdom for this, especially since I'm only thinking about joining DVC, but . . .

Perhaps the solution to the problem would be to raise the annual maintenance dues so DVC can hire additional housekeeping crews. Not meeting requests is one thing, but IMHO it is unforgivable for any guest to be unable to enter their room at the 4:00 check-in time.

Even for DVC members, who are frequent visitors, a WDW vacation is far too expensive and precious to waste even one hour because DVC can't meet their obligation to have the rooms ready at the promised time.

If they don't have the resources to deal with the problem, the need to go back to the membership and ask for more. From what I'm reading, people might be willing to pay a few cents per point more each year to eliminate this irritation from what is otherwise an outstanding resort.

 

[garylpn]

please keep us informed about responses from management, we are particularly concerned about rooms not being ready by 4pm, we now travel down the night before, stay near the airport and go to wdw around 8 am, i don't mind leaving bags with bell services and calling later to find out the room number, but i would not be happy if rooms were not ready by advertised 4pm time
bcv is 1 of 3 seperate contracts we own, the others are okw and bwv, we have only been "home" twice, okw dec 03 and bcv may 04, but happily have had fantastic trips both times
bcv was our first contract, purchased april 03, stayed okw first trip home as bcv was full by the time our paperwork was finalized
but we loved may 04 trip, we are extremely happy with that choice and bought okw and bwv because at the time there were no points available at bcv, either resale or through dvc
if was the manager i would have let you keep the gifts and reamed whoever was responsible for the missed deliveries, especially since a polite apology plus the gifts might have resulted in a satisfied guest and a positive resolution to a negative situation

 

[manning]

When I check in I always state What I want and it isn't important if the room is ready. I'm willing to wait to get what I want. If they can't give me what I want I understand and ask they give me what they have nearest to my requests for the day. Last time I wanted 5th floor epcot but got 4th floor pool view. I was understanding and happy........until the problems began!!!!!!

 

[CarolMN]

Originally posted by alvernon90
I may get flamed right out of lurkerdom for this, especially since I'm only thinking about joining DVC, but . . .

Perhaps the solution to the problem would be to raise the annual maintenance dues so DVC can hire additional housekeeping crews. Not meeting requests is one thing, but IMHO it is unforgivable for any guest to be unable to enter their room at the 4:00 check-in time.

Even for DVC members, who are frequent visitors, a WDW vacation is far too expensive and precious to waste even one hour because DVC can't meet their obligation to have the rooms ready at the promised time.

If they don't have the resources to deal with the problem, the need to go back to the membership and ask for more. From what I'm reading, people might be willing to pay a few cents per point more each year to eliminate this irritation from what is otherwise an outstanding resort.

No flames from me, but I don't agree - there's no evidence that the complaints are a result of a resource problem.

Based only on "information" reported on this board (and admitedly, that is very dangerous and not at all fair), it sounds more like a managment issue to me. There aren't nearly as many of these reports for the other DVC resorts and it's hard to believe that they are staffed more generously than the BCV.

Best wishes -

 

[Love Tigger]

When we check in, we always get room keys even if the roomisn't ready. I know there is a magnetic strip on the back of the room key card than ties it to a specific room. We never go back to the front desk - just call to find out the room number. So how can they give our room away without having to re- program our keys?

The only time we didn't have this happen is at BCV. If they were assigning rooms under the "room-ready" system, the OP could have been bumped from her original room. I find that the worst thing about "room-ready" is that if there isn't a room ready for you, you have to keep checking back in. They don't assign you a room and give you a room key - or at least they didn't when I was there.

 

[Lesley]

To be honest I'd be a little miffed about not getting the room when you were checking in at 4pm or later....to me "check in time" means that all rooms reserved for the night will be ready by then. But I could also be a bit forgiving if the trouble ended there.

What would really burn me up would be the attitude of the manager....and if I had my wits about me in such a situation I would request a word out in the hall, reprimand him on his attitude and ask him for the contact information for the next person up the ladder of command. Most likely I wouldn't have my wits about me though and would have to resort to writing to management later.

I would like to know what sort of resolution this comes to. While the small things are excusable....the attitude from management is not.

KNWVIKING...I have to say I agree with you, as sad as that is. If they pull up someone's info and see that they are big spenders they are probably more likely to give in to a temper tantrum at the front desk. But I would think that management would also bend over backward to be nice to the folks who lost their room to the whiners...instead of insulting them, not taking care of problems promptly, and making them wait forever to get their room.

Oh, I did want to mention that the brown substance could easily have been chocolate....I know my kids have been known to leave brown smudges in rooms after having a Sticky Mickey or some such thing. I do try to wipe them all off...but I can't guarantee I haven't missed some. Actually this makes me remember our first DVC stay...where just minutes after we entered the room my toddler was smearing yogurt on the door to the balcony...argh! I think I recall saying "yep, this is our home...I'm already cleaning it"

 

[Desperado]

"Thank you for writing to the Walt Disney World® Resort.

We appreciate the time you took to contact us. We wanted to let you know that we have received your comments and are reviewing them with the areas concerned. You can expect to hear from one of our correspondents within the next few weeks.

Sincerely,

Executive Offices
Walt Disney World® Resort"


....next few weeks?????????

 

[kathleena]

If you get your keys on check-in, they would have to give you new keys if they re-assigned your room.

I know - it happened to me last Oct - I had the keys, when I found out the room, I asked for a move and I had to get new keys.

 

[patsal]

I was given a set of keys at check-in and when I returned for the room number those were taken away and a new set made up for me. I am begining to think that many of you who have suggested a squeeky wheel may have been given my first room may be on to something.

I would love to think the dark brown smudge on the wall near the lightswitch was chocolate, but I cleaned it as though it were not!

Lol, yes I did get that wonderful "canned" response to the e-mail, though I will be following it up if I do not get a personalized response within a resonable time frame. A fromal snail mail letter was sent Member Satisfaction as well.

I also do not believe a dues increase is the answer, since all other resorts seem to operate without these kinds of problems.

Sorry some took offence to the word "disaster" however it means an event or situation that is a terrible misfortune--thus the correct word. However, a hurricane would be a natural disaster which fits a different definition!

 

[manning]

Next time call in for the room number. This will make it more difficult to change rooms on you. Particularly if you have indications you got what you wanted. If they insist you come back to the desk tell them you don't want to and are willing to wait.

Once I got a look at the computer screen and saw my room number. They tried to pull a switch. I said we can do this the easy way or the hard way. Give me back my room or get the manager out here and a phone to call over DVC because everyone under the sun is going to get involved in this. Also indicated I have a very loud voice when I need one.

Got my room back the easy way!!

 

[Disney Doc]

My recent experience... check-in 9:30 am. Had res. for 2BR-2Q, so limited number of these units available. Room not ready. Given keys, not told room number. Shortly after check-in, purchased e-ride tickets, using room key for charge, at front desk. The receipt contains your assigned room number - in this case 453. Room didn't become available until 3:45 pm; but they didn't change the assigned room on us.

Perhaps some priority assignment needs to be given to people using points at their home resorts - some sort of "Home-guest of Honor" program. This would lend a benefit to reservations that are usually made more than 7 months out.

 

[Desperado]

Originally posted by Disney Doc
Perhaps some priority assignment needs to be given to people using points at their home resorts - some sort of "Home-guest of Honor" program. This would lend a benefit to reservations that are usually made more than 7 months out.

Wonderful idea, I love it. Let's see it implemented.

 

[lenshanem]

I would love a program like that, too. As it is, BWV kinda has that already as they can book standard and BW views ahead of the game.
Why not give other resort members a jump on the game, too?

I don't think they would ever do it, though. It seems to me it would take away some of the stress of requests for them if they would, though???

 

[6bowmans]

Patsal, given the circumstances, I think you handled the situation quite well. Other than your BCV disaster (sounds like a disaster to me too), I'm glad everyone had a good time. I particularly liked the decision to stay the last night at AKL. Your DH and kids sound like real troopers and good lemonade makers - I'm sure you're proud!

One of the common complaints I have noticed on the boards, is from those who have booked at 11 months and DO expect their requests to met (often stating, "I know requests are requests, but I did book at 11 months...."). I think this is setting false expectations. Now before the flame throwers start, let me explain my thought process. I don't know much about how room assignments are made (so, I'm probably wrong anyway), but it seems like a huge jigsaw puzzle that has to be taken apart and put back together on a continual basis. As soon as you have put the puzzle together to everyone's satisfaction, someone picks the puzzle up and scatters the pieces all over the place - room goes down for unexpected maintenance, someone throws a hissy fit with their assignment, last minute cancellations, choose a problem. Now, the puzzle maker has to put together a whole new puzzle, and in the next few minutes. Oh by the way, he has to make sure everyone is happy with it.

I'm not saying it isn't possible and that they shouldn't try harder, but I imagine it is a pretty thankless, difficult job. I'm also sure they use a very expensive computer program to help. However, when you add the human factor to the myriad of variables, I think more luck than anything else is responsible for getting requests met. The couple from SAB who transferred to BCV were just lucky they had their requests met. Patsal was unlucky. Where BCV went totally wrong was the way they treated patsal and her family, the maintenance problems, and management's attitude (always the worst insult).

Requests are requests, and should not expect to be met - regardless of when the reservations are made. I do believe certain room types should be guaranteed (non-smoking for example), but that is another story.

Those who are more informed on how room assignments are made (I'm sure there are many), please set me straight and tell me I'm just cynical. Maybe someone can also tell me how to put one of those trip counters at the bottom of my post - 92 days until our BCV vacation. Hope I'm lucky.

 

[DebbieB]

Originally posted by Disney Doc
Perhaps some priority assignment needs to be given to people using points at their home resorts - some sort of "Home-guest of Honor" program. This would lend a benefit to reservations that are usually made more than 7 months out.

That's the way it used to be. Assignments were made by date of reservation. So the people who made reservations at 11 months were assigned first. When I first bought DVC in 1999, that's how it was explained to me by my guide. So that is why some people feel that their 11 month reservation should have priority.

Then they came up with this "room ready" concept, trying to get as many people as possible into ready rooms when they arrived. No priority based on reservation date.

 

[lenshanem]

"I know requests are requests, but I did book at 11 months...."

Ya, you book at eleven months out at your own home resort to be given a room sitting on top of a service road while someone else who owns at a different resort OR is not a DVC member but gets the room thru CRO books a month before and gets a view facing IllumiNations up top. Go figure...

I don't see why wanting a priority to home resort members is wrong. I'm sure those that own at BWV like the fact they can book standard or BW before others. No?
So why would wanting a similar situation for other home resort members be wrong?

I'm sure it will never happen, but it would be nice.

 

[Dean]

Originally posted by Disney Doc
Perhaps some priority assignment needs to be given to people using points at their home resorts - some sort of "Home-guest of Honor" program. This would lend a benefit to reservations that are usually made more than 7 months out.

I have long supported the idea that home resort guests should be given absolute priority no matter when they booked. This is the way essentially every other timeshare in the world operates that has floating units. I do know the flexible reservation system of DVC poses some unique problems in this area but I don't think it difficult. The best way would likely to be to essentially designate areas for home resort owners and separate, less desireable areas for other DVC guests. Of course with many owning at more than one resort and sometimes combining points for stays, it could not be an absolute. But it is just as easily workable as what they have now. And before anyone says anything, no I don't think non home resort guests have any rights other than to the unit type they reserved. As a minimum, their "rights" should come after the owners there even if that owner walked in off the street and got a room.