My BCV Disaster!

[jarestel]

You make a good point about home resort owners. It seems as the system exists now, an owner is entitled to make a reservation earlier than non owners, but this doesn't translate into anything useful when it comes to the actual room assignment. Maybe it's time that DVC made owning points at a resort a little more attractive for the members who purchase there.

 

[Topper]

Originally posted by rocketriter
Please tell us how Disney's customer service reacts to your complaint.

First, you're entitled to more than an apology; some kind of make-good would be appropriate. Second, you're entitled to know whether or not your experience has led to what one might nicely call a "training opportunity" for the manager.

You are not "entitled" to know what action *any* employer takes when a consumer makes a complaint against an employee.

 

[Patty3]

Dean and jarestal, I really like your way of thinking. I definitely do think that if it is your home resort you should get preference over others, not their home resort, for the more desirable locations. I just came back from HHI, not my home resort, and I was thrilled to have booked a two bedroom unit and I did not care where the location was since this is not my home resort. I was just happy being there.

 

[randy55]

I will admit that I get a little annoyed when my requests are not met when I've made my reservation at the 11 month window. And I've wondered many times why they can not reserve a specific room at reservation time. I would think it would be fairly easy to tell you what rooms and views are open and available at reservation time so you can reserve your room and know what view and other specifics you have when you make the reservation. This would eliminate a lot of disappointments at checkin time and give owners a true first pick of room locations.

When I buy concert or sports event tickets months in advance they tell me what seat locations are available so I can make a selection at time of purchase. They just don't make seat assignments as you show up to view the event.

 

[DrTomorrow]

Originally posted by Dean
[...] 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.

Regarding the first part: it might be easily workable until the number of home resort owners staying at the resort exceeded the "home resort owner designated area" units. Then we'd be reading posts about "I'm a home resort owner and got stuck in a 'less desirable' non-owner area". ::wink::

As for the second, once again we should go to the documents - has it ever been stated that a non-resort owner has any fewer rights than an owner - or that an owner has any more?

 

[baileybrad]

We too had some problems with room assignment and the front desk at BCV. I posted our experience after we returned from a 10 night stay in June.

I do not think that any advantage should be given when booking at your home resort within the DVC system other than the 11/7 month window features. I do think that similar, as some other folks have said and as was our understanding when we became involved with the DVC, that the 11 month window should be used in helping with specific requests. I too thought that the earlier you booked, guaranteed you a much better chance of receiving your requests. This is really important to us when booking a studio or 1 bedroom at HHI due to the fact that we wish to stay "out" in the stand alone units. So far we have been successful in doing this. Maybe it has been luck. I do understand that the dynamic or when folks check in and out ie., days of the week can make this a somewhat complicated issue but as far as I am concerned this is just one of the things that we all pay dues for....the system should be able to make it happen when at all possible.

I am sorry that you, at of all places--WDW, (OP) had your children spoken to in such a rude manner and were, IMHO, pretty much lied to by the BC front desk.

I really believe that the front desk of the DVC/WDW combo resort properties really do not understand what the DVC experience means to members. And many, just don't care. We have never had anything short of excellent treatment at HHI, Vero and OKW.

Specifically, to the BCV, I am convinced after staying there 2 different times for stays of 8 and 10 nights that their housekeeping organization can be very unresponsive. I do not think that it is the fault of the folks on the front line. I believe it is due to pooir management and with a system that allows for way too many breakdowns with the front desk. I know that these are generalizations but this resort has many folks come to these boards with similar experiences.

Lastly, the thing that drives me nuts as a DVC member is that I really have very little recourse, short of selling my interest, to receive some type of relief when I receive shoddy treatment. How would one receive any type of compensation when you are the one paying all of the salaries of the people involved. They would really be comping us with each others money.

 

[disney4me4ever]

Originally posted by Dean
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.

Dean~

Your analysis is always so concise and right on the mark. Thank you for your insight! Imagine if DVC could implement a home resort priority AND and online reservation system!! We can dream, can't we?

Nancy

 

[Dean]

Originally posted by baileybrad
I do not think that any advantage should be given when booking at your home resort within the DVC system other than the 11/7 month window features. I do think that similar, as some other folks have said and as was our understanding when we became involved with the DVC, that the 11 month window should be used in helping with specific requests. I too thought that the earlier you booked, guaranteed you a much better chance of receiving your requests. This is really important to us when booking a studio or 1 bedroom at HHI due to the fact that we wish to stay "out" in the stand alone units. So far we have been successful in doing this. Maybe it has been luck. I do understand that the dynamic or when folks check in and out ie., days of the week can make this a somewhat complicated issue but as far as I am concerned this is just one of the things that we all pay dues for....the system should be able to make it happen when at all possible.

That used to be the case, no more. And it at least gave home resort members priority as long as they booked ahead. At the present time there is NO home resort priority, it's simply luck of the draw and which room is ready. More often than not, you're at the whim of the person who checks you in.

Originally posted by disney4me4ever
Dean~

Your analysis is always so concise and right on the mark. Thank you for your insight! Imagine if DVC could implement a home resort priority AND and online reservation system!! We can dream, can't we?

Nancy

Thanks for the complement though I'm not accustomed to being called concise, LOL.

 

[lenshanem]

Basically it doesn't mean squat where you own except for that 11/7 window, which I might add can be changed to be an even shorter time frame. With the way of thinking home resort owners shouldn't be given any type of priority over requests we might as well have a single DVC where we all own the same everywhere. (Not taking into account dues, etc. I'm just trying to make a point here. )

 

[marymrg]

Oh my! I can't believe what happened. (I mean I do believe you) What a nightmare!

So, I'll give the manager the benefit of the doubt - that he was in a panic because "Mr. and Mrs. Where are our goodies that we have paid hundreds of dollars for" got back to their room and they were not there.

I think the manager should've come in, gathered up the stuff, apologized profusely and then sent up a few stuffed animals to your kids. For the cost of $20-$30, he could have definitely smoothed out the situation. (based solely on the fact that these gift items were of the one of a kind variety)

We can all agree that things can and do go wrong. But, it is up to the management to provide good customer service when they do. Any attempt by this manager could have fostered much goodwill. Instead, not only did this not happen, but he made the situation worse. He was blaming you for his (or his staff's ) mistake. What was going on during the time from when you called and when he called back? Was he making calls room by room to find the stuff??

As far as the cleanliness issues, yeah - I think some squeaky wheel got your room and you got their unacceptable one.

FWIW, we stayed at the BCV's during Easter 2003 and had a good experience. So, I am not jaded by my stay but am very disappointed in what happened to you.

 

[Autumngirl]

Originally posted by JudithM
The new DVC Member Satisfaction Manager is Carli D"Agostino.

I email her two weeks ago (read receipt on email). Never got any response. First time I've ever contacted Disney personnel and didn't get a response.

 

[kathleena]

It usually takes a few weeks. You'll get a response.

 

[SoCalKDG]

I would think it would be fairly easy to tell you what rooms and views are open and available at reservation time so you can reserve your room and know what view and other specifics you have when you make the reservation. This would eliminate a lot of disappointments at checkin time and give owners a true first pick of room locations.

I think the reason this can't happen is because of lockoffs. You want a 1 bedroom, this leaves a studio open. Later the resort needs a 2 bedroom and they take yours plus the corresponding studio, so you are given a different 1 bedroom, this time dedicated, but not where you originally wanted. Multiply this by a hundred, you get the drift.

They need to maximize the usage while at the same time keeping as many of each type of room open for the next guy. This requires juggling of rooms, thus up until check in day, everything is still in the air.

I guess you can think of room assignments like Southwest. You can be either group A, B, or C, with C group getting slim pickings, while "A" group got the pick of the litter. What did those "A" groupers do, nothing but get there very early(or reserve ticket at 12:01 am).

 

[patsal]

Well, I see this has "bumped" up again so I'll update you all that I have still not heard back from anyone yet. I am waiting patiently. I did get postcards asking me to rate my experiences from both and I answered questions very honestly.
I am glad to see that many are posting favorable experinces at BCV, I hope that continues.

 

[Patty3]

Thanks for the update, please keep us posted!

 

[stlrod]

I was intrigued by the new post regarding what was done in response so I had to search for the old one. Truly a disgraceful situation which was handled poorly by management. There is no excuse for the manager's comment and the OP is definitely to be commended. My guess though is that Disney management is given very little discretion as to how to respond to complaints. Giving freebies is probably a last resort option. I read recently that every Ritz Carlton employee (not just managers) is empowered to spend up to $2,000 to resolve a guest satisfaction issue. I'd be surprised if Disney gives its management 10% of that without them having to jump through a bunch of hoops. I am a frequent traveler and have had very good customer satisfaction responses from Hyatt, Marriott and Starwood (as well as Universal Studios.) Disney customer service set new standards a decade or two ago. The industry took notice. Unfortunately, Disney then took a nap and most of the major players elevated their standards, leaving Disney in the dust.

 

[manning]

Disney is known for not giving out freebees without a fight.

I remember in 1982 (a year after EPCOT opened) every ride we went on broke down for long periods. EVERYONE was complaining. We were waiting for friends next to guest relations at the TTC. On the spur of the moment I decided to go and complain that I spent all this money and everything broke down. I mean it was strange, everything was breaking down.

The girl looks me in the eyes and says what do you expect its EPCOT and is experimental. That did it, I shot back at her saying "not on my money, I've 6 days left on my stay and I'm checking out as soon as I get back to my room." She says wait a minute went to the back room and after a few minutes came back with 4 free daily passes.

Remember when they use to have the moonlight boat ride around the lake way back when. The boat broke down and had to be towed back to the dock. They didn't want to give a refund and tried to rebook everyone for the next night. I guess just about everone were checking out the next day. There was enough of an uproar that they finally gave refunds. I overheard a CM say that was a first.

Remember complaining 101. Always tell them what you want. You may not always get it, but more times than not they will compromise.

 

[disneymom2one]

Originally posted by manning
Disney is known for not giving out freebees without a fight.

That hasn't been my experience. Just a few weeks ago we had a pretty rotten experience at the Norway Princess breakfast. I went to a manager, explained the situation, and the meal was comped without me asking. I didn't get upset or yell but I did point out everything that happened.

 

[pmcpmc]

3 weeks in Disney at SSR .Wonderful time.
To get to the point, being an early riser I booked in on three occasions at 6:00am.Received all three exact rooms I requested.
The Cm in conversation said that 2bedroom dedicatd are 95% time preallocated,then two bedroom lockoffs,then onebedroom requests and finally studios.The earlier you arrive for your smaller rooms the earlier youwill be preallocated a room, ready or not and told to ring back later after a given time.


Patsal,I am very sorry you had such poor service and I know how you feel about keeping it magical for the kids sake.
My wife and daughter will not tell me when there is a problem because I believe in having it sorted out at the time.
I have found that many managers hide behind the front desk Cm but I tell the Cm I will sit by the desk until the manager appears and sorts out my problem. I only complain about serious matters.
I am an untypical European who in general hate to complain.
I know you will enjoy your next trip,all the best ,Patrick..

 

[lenshanem]

That hasn't been my experience. Just a few weeks ago we had a pretty rotten experience at the Norway Princess breakfast. I went to a manager, explained the situation, and the meal was comped without me asking. I didn't get upset or yell but I did point out everything that happened.

Good for you that you got a refund! We also had a TERRIBLE experience there awhile back. Our whole section was upset and complaining. Afterwards I talked to the manager and he had an attitude like oh, well!
It actually ruined the day as I was in a bad mood for the rest of the morning.
I promptly got home and sent WDW an email message and sent a review into AllEars that made it on her website and is still on there.
Later someone called me and apologized, sent the girls personal autographed photos of the princesses.

That was a nice touch, but I must admit we were pretty upset and felt like we got ripped off as we left that breakfast. Another Mom was flipping out cause she had a family of eight and how that was such an expensive breakfast for such terrible service. We could feel her pain. It is amazing how much a I'm sorry would have helped from that manager at the least.

We won't eat there again EVER.