My BCV Disaster!

[skoi]

Sorry to hear about your bad stay, and very impressed by your reactions. I would have gone ballistic, which is why dh handles the customer satisfaction issues in our family, so I don't make an idiot out of myself.

Our one and only stay at BCV was great-- though housekeeping was knocking on the door by 8:30 on the morning we were to check out.

I didn't do the quote thing right, but someone a while back wrote:

I really don't think they are following this system exactly that
way. I think they are preassigning some rooms, especially
during high occupancy.


This is what we were just told when we tried to switch from a 2 bedroom at BCV to a 1 bedroom the week before Halloween. It was impossible to switch, they told dh, because there were no rooms at any DVC resort due to Food and Wine. They said our room had been assigned when we booked 11 months ago. We had a nice outcome due to dh's polite persistence (after I made him ask to speak to a manager) and got a one bedroom at VWL.

 

[marymrg]

Patsal, did anything ever come of this? I know the hurricanes hit after your visit so I wonder if your issues were addressed.

 

[jnrrt]

What's amazing to me is that you would think people in service fields, and ESPECIALLY a manager, would understand that it really doesn't take much to make an event special, or to the contrary, to make it awful for the people involved. If they had treated you well, even just said thank you for being honest, left you a small token, whatever, you would have had a completely different reaction. You still would have been disappointed, but it would have been totally different. And the manager could have explained to your little girl something (aren't they supposed to be good with children at Disney - I think I heard something like that sometime...), and really saved a lot of the situation. And what does it cost them?

When we stayed at BWV last year they left a balloon and signed picture in our room for our girls for no reason. I'm sure it cost them almost nothing, but it absolutely made their trip. It set the tone, and we felt like we were someplace special that would take the time to do that for our kids. And my brother and his wife want to stay there now, and she says "you know, that place where they were so nice to leave that picture for the kids". So you tell me which one is good for business.

I can't imagine if my kids came into a room like that and were ready for vacation, and then not only do they not get it, but the manager is nasty. You should be proud of yourself and you kids for the way you reacted.

I sure hope they make this better, and learn something! It's so frustrating to me, people really just want to know that you're doing your best, most people would accept what you tell them honestly you can give. Why they think misleading people and being nasty is a better way to go is beyond me.

 

[sleepyone]

Next time just dig into the goodies!!!

That's funny. "My kid's thought the goodies were for them" Oops!

 

[Alexander]

Hotel Manager: Did you find stuff in your room that is not yours?

Guest: Why, yes we did, thank you so much for providing us with this nice surprise after the CM's at check-in messed up our reservation. You really know how to keep your DVC guests happy since they have spent thousands of dollars on this resort. Thank you again, what was your name, I'd like to send your boss a special note telling him/her how wonderful you are for making this up to us.

Hotel Manager: Uh--you're welcome?

 

[CarolA]

Where did this thread come from?

(And am I the only one who doesn't get this as a disaster? As I read it the room was ready well before 4 and the mix up occured when they gave her an early room ready deal. As for the plumbing, may I suggest that folks recall that practically none of Disney's houskeeping staff speaks English as a native language which means they proabably don't read it either. If you need room repairs, push the buttom labled either housekeeping or engineering on your phone.)

 

[DizneyNutz]

Hotel Manager: Did you find stuff in your room that is not yours?

Guest: Why, yes we did, thank you so much for providing us with this nice surprise after the CM's at check-in messed up our reservation. You really know how to keep your DVC guests happy since they have spent thousands of dollars on this resort. Thank you again, what was your name, I'd like to send your boss a special note telling him/her how wonderful you are for making this up to us.

Hotel Manager: Uh--you're welcome?

That certainly would have put the shoe on the other foot (or in his mouth)

 

[pentex]

I just got back from WDW myself. I know my 8 year old would have been so thrilled upon seeing the baskets and very let down when she realized they weren't for her. It's like running downstairs on Christmas morning and having someone tell you the things you thought Santa left for you were a mistake. Someone made a really stupid mistake here. Sorry for the rough start....I know sort of how you feel although my experience wasn't Disney's error. I too planned my trip for ages and ended up sick in bed with stomach flu for the first two days (while my family went out without me) and then weak for a couple more days.

I am sorry your vacation started off with a disappointment to your children; it's not right.

Joan