Nightmare at OKW Hospitality House

[Doctor P]

Concierge Desk is generally used for Guest Relations and items like picking up your dinner tickets, making dinner reservations or reservations for shows. It is like the concierge desk at a hotel--it is not the check in for concierge level accomodations.

 

[Connears]

We had no problems at all upon check-in on christmas day this year and really have never had an issue at OKW, but I have not stayed at my home resort since ME started. We arrived at 1pm 12/25/05 and there were 4 people at the check-in desk each helping someone and I was next. We got a choice of 1st floor 2 bdrooms(per request) and were in our room in 15 min. We even postponed going to villa for about 10min because I checked with the new concierge desk to have DVC basket I ordered thru WDW florist delivered before we entered as a family surprise. The CM were all wonderful and I nver saw the HH crazy all week that we were there.
Connears

 

[crisi]

Boy, if any competitive hotel ran an operation like that, they'd be hard pressed to stay in business. I didn't care if we got into the room early, I am well aware of the 4 PM check in. But guess what, the lines weren't any better at 4 PM either!

I have to disagree here. I've had hour waits WL as a non DVC guest. And checking in at a hotel holding a conference is seldom quick and easy. Competative hotels often have this very issues, and manage to stay in business.

 

[goldilocks_63]

But why can't we have something like the airport kiosks for DVC rooms.... and for that matter, if they are partners, why not have a kiosk installed from each partner airline installed in the lobby's?

Then we could print out our own airline tickets, and check in / check out ourselves....

and by extension, for DVC rooms, just enter your last name, and reservation number, and put in your credit card in, check charging or not services, would you like express checkout? , and do you have a car, or viola, here are the rooms available now, please select one (of the type you have reserved....).

I'm in IT (computers), and I think this is very doable..... and then for those needing special assistance, please go up to the front desk.

Oh, and smoking or NS, and handicapped, etc... at any rate, you get the idea.

Just an idea, Goldi

 

[JimMIA]

When we checked in on Sunday, December 4 (at 10:30 AM) the line was all the way to the door, but it went pretty quickly. I think most of the delay at that time of day is from people checking OUT who did not qualify for express checkout. (That would not explain the problem OP had after 1 PM, but in our case, I think it was the cause of the crowd.)

The CM's could and did open concierge terminals and that helped greatly to reduce the lines. Our room was assigned, but not ready, so they gave us our keys and had us call later for the room number. I thought the whole thing was handled as efficiently as it could have been.

On New Years Day, I can see all sorts of issues arising, including some CMs possibly calling in sick or late - but more likely, hung over guests not checking out on time...or anything close to on time. I certainly would not want to be a CM trying to work the front desk on New Years Day!

From what I've heard and experienced at OKW, the OP's New Years Day experience is an unusual occurance.

 

[Chuck S]

But why can't we have something like the airport kiosks for DVC rooms.... and for that matter, if they are partners, why not have a kiosk installed from each partner airline installed in the lobby's?

Then we could print out our own airline tickets, and check in / check out ourselves....

and by extension, for DVC rooms, just enter your last name, and reservation number, and put in your credit card in, check charging or not services, would you like express checkout? , and do you have a car, or viola, here are the rooms available now, please select one (of the type you have reserved....).

I'm in IT (computers), and I think this is very doable..... and then for those needing special assistance, please go up to the front desk.

Oh, and smoking or NS, and handicapped, etc... at any rate, you get the idea.

Just an idea, Goldi

Well, at the moment the CMs that check you in require a photo ID, a kiosk would circumvent that. Plus, what if no rooms "are available now?" I doubt DVC would let you "pick a room" and activate your room key if it wasn't ready, or if another guest may still occupying the room...security issues. I think the system works fine as it is, there are only occasional massive holiday problems...I had no wait at all to check in in early December.

 

[KLEONARD]

How about this. Any owner that can check in within 5 minutes gets a priority fast pass for the length of stay. The line would move faster than a child at rope drop.

Sure, I got the villa behind the landscape equipment shed, but I rode Soarin' 267 times.

Seriously, how about a pager system like the chain resaurants? Instead of standing in line at the HH, you wait at the Gurgling Suitcase and get lit up like a Christmas tree. Waitng for an hour might not be long enough.

 

[smjj]

Seriously, how about a pager system like the chain resaurants? Instead of standing in line at the HH, you wait at the Gurgling Suitcase and get lit up like a Christmas tree. Waitng for an hour might not be long enough.

I have wondered about that also. Use the pagers that restaurants use. That gives folks a chance to spread out. Go to Olivia's, the General store or just look around. I have never experienced this checkin problem except at POR once. I people watch/listen and do notice many people checking in small talk with the CM's and this adds to the checkin time. I go up to the window when its our turn and its all business if there are folks behind us. I think its a courtsey...smjj

 

[Rozzie]

I like the pager system idea. A drink at the gurgling suitcase would tide me over fine.

Also the small talk. Oh, sometimes I just want to scream!!! I am very nice, pleases and thank yous, and ask how their day is going while we are waiting for the print outs. But then I hurry along, (after thanking again!) aware of everyone behind me. I have seen 30 min conversations of people still complaining about their last trip....

 

[dianeschlicht]

We checked into OKW about 2 PM on December 31 and found a sizeable line. One of the problems was a very S-L-O-W check in person at one of the stations. Unfortunately, we got him too. We had to check out and back in again on the 1st, but had a very short wait at 10 AM on the 1st. They had a fair amount of trouble at OKW with folks not checking out by check out time on that morming as well. I was actually quite surprised when we called at 2 and found our new room ready. Housekeeping seems to be doing well over on our end of the resort. We were in building 21 the first night and building 15 the rest of the time. They were a bit late with our trash and towel today, but gave us extra towels including two kitchen towels. I experienced two snotty nasty castmembers on New Years Eve. One of them was our check in person at OKW and the other was a ticket attendant at the Epcot gate. I'm afraid "Amanda" is going to get a nasty letter written about her when we return home. We have also had some wonderful cast members too, and I can't say enough good things about the gate keepers and other service folks at OKW.

 

[Jen D]

Maybe they should just issue Fastpasses for check-in.

 

[bom_noite]

I have suggested to DVD the following:

1) Mail out one room card when the registration is made.

2) One month prior to the check-in date send out the room assignment. The key would not work until 4:00. The one-month window will give everyone time to call in and haggle over a new room if they are unhappy.

3) The room card would not work for charging until someone comes up and provides a credit card (and even this could be done ahead of time with a phone line for blocking lost cards).

In essence, you would have less work for the check-in staff, but, more work behind the scenes. Thus, you transfer some of the check-in staff to phone duty.

This just seems like a more sensible way to do things:

1) No waiting - No frustration!
2) You know your room before you get to WDW.

One mans opinion.

 

[colleen costello]

I love that idea! All the way to Florida I fret over my room assignment. With your plan I would know what I'd be getting!

 

[Bojo]

I have suggested to DVD the following:

...

2) ... The key would not work until 4:00.

...

But what about those rooms that may be ready before 4? We've had about 8 DVC stays and only had to wait twice. Our GV was ready at 11:30AM this past Christmas day .

 

[Doctor P]

Or what about changes in stays in the last 30 days that necessitate changes in room assignments, or what about rooms that go off line in the last 30 days because of maintenance issues. I'm sorry, but it seems like an ill conceived idea to me.

 

[robinb]

I just scanned the recent posts and can't believe that no one seems to have mentioned (unless I missed it) the ugliest check-in I've ever experienced in over 10 years at OKW on 1/1. We arrived at 11:30 am and there were at least 50 people (yes, 50+ people!!) on line to check in at OKW. It stretched all the way back to the "library" area door. We said "no thanks" and went out for lunch.

Upon returning at 1:30 PM, it was no different. I bit the bullet and stood on line while the family went to the pool. No lie, it took 1 hour and five minutes (yes, 1:05!!) before I got to meet with a CM.
{snip}
The most irritating part to me was that only 4 of the 5 check in stations were staffed for the first 45 minutes I stood in line. Also, there were two and occasionally three CMs at the Concierge desk serving very few guests during the entire time I was on line. Don't tell me they can't check in guests - I know better!

I also checked in on 1/1 at OKW. Two families moved from BWV in Studios (checking out by 11:00 AM) into a Grand Villa at OKW on 1/1. I was probably in line when you aborted for lunch. There were only 2 CMs for check-in when I got there, but the Concierge staff pitched in when they did not have specific Concierge questions. It took me about 40 minutes and we were "checked-in" by noon. Unfortunately, our GV was not ready until 7:30. That's right. 7:30. Our bags arrived an 1 1/2 later. It's a long trip from the "Hospitality House" down Miller's Road to room 2222 *and* they lost half our groceries on the way from BWV to OKW. Carl, the customer service manager, made it worth our while (yay Carl!) but we were "homeless" for over 8 hours and without milk and cream for our breakfast .

It seems that the previous tenants must have had a pretty good NYE party. Not only did they check out late, but the place was trashed. Housekeeping was there until 8:30, a good hour after they let us in. He was great ("Better that you come in and relax!") and we appreciated all the effort he put in to make the place habitable. Given that the average Grand Villa takes 4 staff-hours to clean, we were not expecting it to be done early, but we also didn't expect it to be 3 1/2 - 4 1/2 hours late.

I will also never check in on 1/1 again. I will either check in on 12/31 or 1/2. I think the "double whammy" was that 1/1 fell on a Sunday so there was a great number of Sunday-Friday check ins (like us) added to all the people who would have liked to stay longer, but could only snag through 12/31.

 

[Chuck S]

Or what about changes in stays in the last 30 days that necessitate changes in room assignments, or what about rooms that go off line in the last 30 days because of maintenance issues. I'm sorry, but it seems like an ill conceived idea to me.

I agree, ill conceived. It would also, if implemented as described, bypass the front desk and showing photo ID...so much for security.

 

[gblaue]

Over the past few trip, it has become quite apparent that the level of service that I expect form Disney has hit an all time low. Low waits for check-in, long waits (15 minutes+) for housekeeping or reservation to pick up the phone, housekeeping just leaving the basket of supplies outside the door. Unfortunately, I have experienced these things more than one time. With our annual dues rising to the price of the rest of the resorts, I hope Disney will rise back to the level of service that Disney has been known for.

 

[bom_noite]

I agree, ill conceived. It would also, if implemented as described, bypass the front desk and showing photo ID...so much for security.

The 30 day thing is not an issue. You either send out a new card, or, in those exceptions where getting a card out is not possible - then you go to the front desk.

Security Issues? What Security Issues. If you lose the card you call DVC - the card is blocked. You are not let in the front gate without a parking sheet unless you tell the guard your name and they make sure you have a reservation - which is current policy.

As for the rooms that are available early, you can leave a cell phone number with the Reservation system. If the room is available early they send out a automated phone call announcing it.

Certainly some details I have not thought of would need worked out. I guess I am surprised folks are so quick to dismiss an idea that would eliminate many of the problems that are always discussed in this forum:

1) Waiting in Line
2) Not knowing your room until you check in.

The current policy of selecting rooms at check-in, in my opinion, is not equitable and will always lead to dissatisfied folks.

 

[Doctor P]

It would not eliminate problems, but only create a whole new set. BTW, I have never had my room selected at check in despite all the claims of the room ready system. Perhaps there were some quirks in our reservation that led to this, but our rooms have always been preassigned, including our most recent trip over the Christmas holiday at BCV and OKW.