New members disappointed in first trip to VWL-Caution,Upset

[Simba's Mom]

Or you could call this trip-"You want a bath ? Well, that will be $25 extra!" The CM didn't tell us anything at check-in about our bath. Only when we got to our room did we learn that we had a roll-in shower, no tub, no separate vanity, the sink was in the bathroom, and we had no closet. When I called the front desk, they said they could move us to a non-handicapped room but of course there'd be a $25 room-change fee. Although I explained to the CM that we'd not been told and would never have accepted a handicapped room and thus didn't feel we should pay the $25 fee, all she said was "That's our policy". It seems somewhat like false advertising to me-show the customers one type of bathroom in the model, then force them to accept something else or pay extra. And when we went to the DVC sales office to complain, all they did there was try to justify VWL actions, trying to convince us that the reason we hadn't been told is that they don't know which of their rooms are handicapped and yes, the room change fee is policy. And unfortunately, this was the beginning of a week full of errors on the part of VWL, and we learned that not one CM we came in contact with has ever learned to say "We're sorry" when they make an error.
It's really sad that we had such terrible service-it's such a beautiful hotel. But at the end of the week, we spent one night at OKW (just to "scope out"someplace different) and DH loved that.

 

[DebbieB]

I would have been upset too. I think they should tell you at the front desk if you are getting a handicapped room if you did not request one. The front desk knows which rooms are handicapped, I can't believe they said they don't know. I have a friend who checked into OKW last summer and their assigned room was not ready. When they checked for a ready room, they told her that they had one that met her requests but it was handicapped. She decided to accept it so they could get settled, but she was sorry she did. When we were assigned a first floor room last month instead of the requested second floor, that was the first thing I asked the cm and she checked the computer and verified it was not handicapped. If all they had left was a handicapped room and you got it is one thing, but if they had other non-handicapped available, they should not charge you to move. I would write DVC a letter so they have it on file. Sorry you had problems, especially on your first trip!

 

[Figment2]

Sorry you had such an experience! I would write Wilderness Lodge too. It can't hurt.

Cyn

 

[DeeP]

This is such a shame for your first visit as DVC members! There is no excuse for the rude treatment from the CMs and I think you should have been given a choice with the handicapped bathroom. If they overbooked and had you in a handicapped bathroom when you did not request a handicapped bath and this was a problem to your family you should have been moved to another villa at absolutely no cost! If they had to upgrade you to the next villa level so be it, it was Disney's error not yours!!
I would definitely write a letter to DVC and explain the whole story. I hope this very bad first visit does not sour you on your wonderful DVC home at VWL it is truely a wonderful resort and usually has very nice CMs.

 

[PamOKW]

I was recently going to post a question asking whether they enforce the room change charge. I guess they do.

Your case is exactly the type of situation where I think there should absolutely not be a charge. You should be given the option of a handicap room and certainly not be charged if you immediately state it is unacceptable. It's especially disappointing since this was the first trip.

I would certainly write a letter to George Aguel, SVP & General Manger, DVC. Let him know of your displeasure with the policy and with the way CMs respond to guests. I wouldn't expect to receive any compensation but letting them know what is happening "in the trenches" may help them make decisions that improve things for all of us.

Funny, how they are quick to enforce this policy but seem to let the room occupancy policy go by the wayside.

 

[JudithM]

Simba's Mom, I am VERY sorry you had problems especially on your first visit home. I know you & your husband were looking forward to this trip.

When I have made reservations for our stays at OKW since I was diagnosed with a knee condition, I specifically ask for a first floor room or an elevator building for medical reasons (I am not supposed to do stairs). I also state that I do NOT want a handicapped room - this type of room does nothing for my knees .

Well, our first room in building 42 was a handicapped room. We walked in, & I immediately picked up the phone & called the front desk. The changed us to a room in building 44. I specifically asked if I was going to have to pay to change rooms, & the answer was no. Good thing since I specifically said no handicapped room.

As luck would have it, the room in building 44 smelled of mildew/mold, not good for allergies. Housekeeping & maintenance made several offers like spray the room & shampoo the carpet the next day. The maintenance guy suggested we call the front desk manager.

She was able to find us another room & sent a runner to bring us keys to a unit in building 36. Good idea on her part because I wasn't happy about going back to the front desk & standing in line again. Even the runner CM smelled the mildew/mold as soon as she walked in. The room is building 36 smelled clean & smelled like what we are used to at OKW. The unit in building 36 was pretty close to the road/bus turn around, but we never heard any noise.

 

[jbthi]

Similar thing happened to us last January at VWL. We were put in a handicapped room. Plus we were staying at DW for 12 days and in Florida for 2 months so we had a lot of clothes and there was no regular closet in the room. Just a chest that had space for a few things to hang. We called the front desk from the room and complained. At first they said there were no more rooms available and then they finally found one on the 5th floor. When the bellhop came up and we told him the room number he didn't think there was such a number. We found it but it didn't look like it has been used for quite a while. If smelled very stale, especially in the closet. I should have called and complained again but I didn't. I had not had much luck trying to talk to the CM here about anything. I did get the maid in the hall and borrowed some room spray but it didn't help much. Nothing was said about a charge for room change anyway.

I'm sure this was an isolated incident but it soured me against VWL where I never want to stay there again.

This is not my home resort so I called exactly 7 months out for a studio. I can't believe all the regular rooms were already taken if they are allotted on a first come basis.

 

[JudithM]

In the Winter 2001 issue of Vacation Magic it states that "if you have comments about Member Services or a recent stay, please contact our Member Satisfaction Manager, Jackie Lueders, by calling 800-800-9800, sending an email to members@disneyvactionclub.com (subject: ATTN JACKIE LUEDERS), or write to: Disney Vacation Club, Attn: Jackie Lueders, 200 Celebration Place, Celebration, FL 34747.

I WOULD contact Jackie. I would not be happy if what happened to you had happened to me. You have a definite reason to be upset. Again, I am sorry this happened on your first visit.

 

[disneychic]

I am sorry that you had an unpleasant experience at VWL. I know what it is like to have a bad DVC resort experience, but mine was at OKW not VWL. I seem to have experienced the complete opposite siutation that you had. During our stay at OKW numerous things went wrong, all overlooked until the ceiling began leaking (then pouring down) water in the kitchen area, ruining food, leaving huge puddles on the floor, getting clothes that were in the closet wet, etc. and the staff there was nothing but rude and so unprofessional there I cannot even begin to tell you how upsetting it was - to the point where even though the ceiling was leaking all over and we obviously needed to have our room moved, but they didn't have another studio available and had the nerve to tell us that they wouldn't switch our room to an available 1 bedroom without us paying the difference in points or in cash. Just horrible, haven't stayed there since. Oddly enough we've never had anything but WONDERFUL experiences at VWL. The CM's there have been so great to us. Every CM we meet seems to be nicer and more helpful than the next. So, just like anywhere else, you can get the wrong people on the wrong days, etc.

Hope you give VWL another try. It really is a great resort.

 

[mic_KY_mouses]

Simba's Mom....Our first ever DVC trip taken earlier this month was split between Vero and OKW. While the Vero Inn room was wonderful, I was disappointed when we arrived at OKW.

We were told at check in that our room was handicapped and I didn't think anything about it. I didn't think about needing a tub and only having a shower. We didn't request a move or call the front desk, as we were only going to be there two nights and could make due. To make matters worse there were spider webs on the ceiling and the room looked like it could have used a bit more attention.

Looking back, I should have let someone know. I guess some assertivness training would be in order for me!

I hope for us both that these incidents are more the execption than the rule. I feel as if that is the case........because I would have heard about it more here on DIS.

 

[Mooobooks]

Simba's Mom,
When you demand service and can't get what you want from a cast member, immediately ask to speak with a manager. The managers are used to dealing with problems of exactly this type and are trained for it.
If that doesn't work, then ask to speak to the manager's boss, and so on. Eventually you will find someone who sees reason.
There is NO reason to put up with anything like that during your trip or let it ruin your vacation.
Remember that this is a service industry: YOU pay them, THEY provide service. They work for YOU.

 

[Lesley]

I'm sorry you had problems...if they had other rooms available they should have changed you without charge. The room change fee is supposed to be for cleaning, is it not? If you were only in the room a few minutes they would not have needed to have housekeeping redo it!

I saw a woman at the BWV in Jan. who was having a bad problem....as we were checking in. From what I could tell her family was given a room with soaking wet carpet...they had sent someone to take care of it (not sure how...wet vac and dehumidifier possibly?) and it still was so wet that the kids clothes were getting soaked just from doing normal kid things. It seemed they were having a great deal of trouble getting her a new room...managers were called over, etc... I wonder if it was a similar situation where they wouldn't give a "better" room without charging for the points or cash...or were insisting on charging a change fee.

Honestly, if I were very unhappy I'd probably just pay the fee (or points or whatever....) then contact whoever I possibly could to get it refunded after the fact...because these situations certainly don't seem to warrant a fee! Of course, I spent 15 minutes at the desk on my last trip getting a valet parking charge taken off my bill! I had to make the desk cm verify and reverify his information because I was quite certain that DVC members still get that free! I was right...but it shouldn't have taken 15 min. out of my day! The cm was perfectly pleasant though.....I was calm but firm...not taking "no, there is a charge even for members" as an answer.

I do think the handicapped rooms are a bit problematic....they have to provide them, yet most non-handicapped folks don't want them. So if the place is booked up and if none of those folks are handicapped someone has to take that room! I do think if they have anything else available they should offer it in the event a guest finds the room unsuitable. But what if the place is full? That's a tough issue to call....

 

[robinb]

I also had a problem with my studio at VWL. It was one of the very few studios that did not have a balcony! I picked up the phone, called down and was moved right away. I lost my "pool view", but I gained a balcony. I was not charged a thing.

 

[RweTHEREyet]

I, too, support you in being upset. I do not enjoy staying in a handicapped room at all. If I needed one, I know I would appreciate them being available. My Mom and I spent one night at HH on our trip back from the Disney Cruise. It was the first week in January and there probably were not 10 ten cars at the whole resort, so you know occupancy was very low. We checked in late and left very early the next morning, spending only 1 night there. When we got to the room it was a handicapped, even though I had not requested it. We were so tired we did not want to move any of our luggage and stayed in that room. I thought it strange that the front desk person did not tell us it was handicapped, even though the room was first one around the corner from the front desk--they had to know. The water from the shower went everywhere and the bed seemed to be lower to the ground. The microwave was lower than counter level, too. If I had been there for more than 1 night, I would have requested a change for sure.

I feel you should have been moved with no fee. I know you are glad that VWL is not your home resort. I have never had anything but wonderful experiences with the CM's at DVC, and I have had 6 stays since April, 2001. I hope you can get a resolution to this and that your next trip will more than make up for this one.

 

[Cinderella]

This is terrible and you should definitely complain. The front desk should have told you that the room was going to be a handicapped room before giving you the keys and you should have been given the option to move at no cost.

There is just no excuse for rude treatment from CM's. We put a lot of money up front to invest in DVC and they should not feel they have the right to treat us like this. I have also heard reports on the resort board about people being treated badly by CM's because they had SOG rate at the Contemp. Who do these people think they are? With bookings being low since September 11th, they are lucky to have jobs at all. I do wish Disney would pay higher rates to some of these people, then they might continue to get nice CM's who genuinely want to work there and not some of the types we have been hearing about recently.

 

[KNWVIKING]

DW and I have a knack for getting HC rooms- not just at WDW. We only stay in studios so it isn't that big a deal although we half jokingly insist they should let us park in HC spot at the resort. Probably one of the only reasons we would book a 1br unit for just the two of us would be the whirlpool tub. If we were unable to move to another room then I think DVC should at the least refund a portion of the points because without the tub we aren't getting what was presented to us,(did anyone tour the HC model ?).

There is no good answer to this problem. ADA laws require a certain ratio of HC rooms. I don't think they could be left out of inventory and only used on an as needed basis. It seems like as a resort starts getting to a certain booking level,CM's start issueing HC rooms to non-HC guests hoping that eventually someone will just accept it without complaint and they just breathe a sighe of relief.

 

[RLevy29]

Since it seems that most people do not want the roll in shower type of rooms, maybe they coiuld charge less points for them. I don't know how this would work, but it seems fair since you are not getting a closet or a bathtub. HC people should of course be given first priority, and then if they have HC rooms left ask people when they check in if they would mind being in a HC room. Just my 2 cents.

 

[lawgs]

we had a similar thing happen to us last year at the villas at wilderness lodge

here is the url for that

http://www.disboards.com/showthread.php?s=&threadid=135047&highlight=villas+at+wilderness+lodge


at the time i said i might write to mr carter but i did not.....

but since seeing this issue brought up again, it seems the issue was not addressed re handicap rooms and not knowing which rooms are....???? ( surely with the sosphiticated computer systems they have there is some place to put a notation as to the type of "room" it is )


here are a couple more addresses you might try ...


Rilous Carter
General Manager
Disney Wilderness Lodge and
Disney Fort Wilderness Resort and Campground
901 Timberline Drive
Lake Buena Vista Florida
32830-1000

Phone 407-824-2942

Fax 407-824-5330


also

Jeff Korte
Guest Service Manager
Disney's Wilderness Lodge
Post Office Box 1000
Lake Buena Vista Florida
32830-1000

Phone 407-824-2952

Fax 407-824-3232

hope these will help you get a resolution to this problem, since it does not just affect one person....it potentially affects us all when we are "hostage" to the whims of the room assigner

please keep us informed

here

 

[Dean]

I would agree that you should have been told and/or they should have been willing to move you if they had a room, for no charge. When this issue comes up there are usually those that say something like "I don't want to take a handicapped room from someone who needs it". There are also those at OKW that request a first floor and even request a first floor for "medical reasons" but then will not accept a handicapped room. I also think the open shower is a real fall hazard. I would have asked to talk to a supervisor and would have insisted we be moved without the charge.

The fact is that there are more handicapped rooms than are normally needed and that means someone who doesn't need it and doesn't want it will stay there that night. I would not be particularly sympathetic to someone that reqested a first floor room at OKW for medical reasons then were upset that it was a handicapped room.

Let me change the scenario a little. Lets assume this were the only room they had that night and then could move you the next day. In that situation the room change charge would have been appropriate if you chose to move.

 

[dtuleya]

Let me first say that I am unfortunately not a DVC member. Maybe I'm oversimplifying this, but wouldn't the people that are handicapped who are DVC members be the only ones really interested in these rooms? When booking any of the DVC properties, wouldn't it make sense for the CM's to be able to tell you whether or not there were any non-handicapped rooms left in their inventory. If there weren't any standard rooms left, then they could offer you the choice of staying in a handicapped room. That way you would know upfront if that was acceptable to you or not. When a person calls to make a reservation for a 2-bedroom unit, can't they tell right away if there are any available or not? Maybe I'm oversimplifying this issue.

I believe it sounds like they are doing the bait-and-switch routine here. From what I understand from previous posts, you are not shown a handicapped unit when you buy into the DVC, so why is that even offered upon check-in. I know this would be very inconvenient, if no standard units are available in the resort you made your ressies for, would they offer to move you to another resort of your choosing for the same amount of points? It seems quite a few DVC members are not getting what they paid for.