Okay, I'll admit it. I do have one "gripe" from BWV stay!

[Granny]

I just couldn't bring myself to put this in my DVC trip report about our recent BWV stay since it is such a small negative, but there was one thing that kind of bugged me during our stay.

Not enough to diminish our vacation enjoyment by even one iota, but hey, it's grist for the DIS board mill.

There is a very nice Guest Services desk in the lobby of the BWV. The only problem is, for the most part during our stay, it had nobody there. Just a sign that said to use the front desk for any guest service needs.

So on a couple of occasions, I found myself waiting in line behind people checking in, checking out, making priority seating reservations, etc before I could access guest services.

In one example, I waited about 15 minutes for a walking/jogging map of the EPCOT resort area, only to find that it is a small piece of paper with a dotted line drawn around Crescent Lake and an indication that it was a .82 mile trek. I had to laugh when I got that one...I thought they had something with some of the other paths, etc in the area.

Another time I waited for some time to get to the front desk to make priority seating reservations. We made three of them, so it took some time and I felt bad as the line queued up behind me waiting for a front desk person.


Anyway, in my note to MS complimenting the CM's who gave exceptional service, I did note that I thought the Guest Service station should be manned at least during the "regular hours" of the day.

Just my thoughts. Maybe I'm missing something?

 

[rocketriter]

Good work, Granny. I've waited in line behind a slow check-in at WL just to ask a simple question, and it is annoying. Customer service and check-in/out lines should only be mixed during the slowest part of the day (like at midnight).

I'm glad you shared your complaint with the resort management. Thanks.

 

[crisi]

I noticed - and was annoyed by - the same thing when we stayed in October.

 

[wdwa1]

I did note that I thought the Guest Service station should be manned at least during the "regular hours" of the day.

I agree. Even if it is a CM that flip flops over to the front desk when there is no one at the Guest Services desk.

 

[Granny]

For some odd reason, I enjoy cutting through the lobby of resorts rather than other, sometimes shorter routes to the room. I think it's because so much of the theming of a resort is reflected in the lobby.

Why bring that up? Because a few times when I was "cutting through", I noticed that there was a line for the front desk, and a CM who was talking to people in the line. I think he/she was providing answers to simple information requests, or pointing them to other places that could handle their request.

If they would at least do this during daytime hours, I think it would help a lot.


I did find out one other thing because of this. We valet park and invariably when I called the car up, I realized that I didn't have any small bills. So in most hotels, I'd go to the front desk. I quickly found out that the person at the valet desk outside can change your fives, tens and twenties for you. And once, one of the valet attendants himself saw me waiting and made the change for me (lots of one dollar bills there!).

 

[CarolMN]

Originally posted by crisi
I noticed - and was annoyed by - the same thing when we stayed in October.

Me too, but our last stay was early December, 2003. Didn't think to tell anyone at the resort, though. If I notice it again during our next stay, I'll say something.

 

[kathleena]

I remember a time when there were CMs at the desk (don't think it's PC to call it "manned" but I don't think "personned" is really right either hahahahahahahah)) but only before 9/11 and maybe right after.

Not that I don't think there should be a separate line or at least more CMs at the check in desk, but that it just what I remember.

The last few trips, no CMs at the Guest Relations desk at all.

 

[DebbieB]

I always call for PS's from the room phone.

 

[Cruelladeville]

I agree that if you have a Customer Service desk, it would be nice to actually have it manned. It seems tacky to have to stand in the check in line to get a simple answer to a question.

But why would you go and stand in line to make PS for meals? I'm with Debbie--that's what phones are for.

 

[donald...really]

"I always call for PS's from the room phone."

Lately this hasn't helped much for me. On my last two trips (once to VWL and once to OKW) I have called from my room to make a PS and have been on hold for 20 minutes at a time while being transfered from one person to another. After trying this a couple of times per trip I would just walk to the front desk and make the PS there.

 

[kathleena]

Maybe they could start an Express Line, like at the supermarket. Something like questions of 14 words or less. Or maybe answers of 14 words or less.

 

[Granny]

Originally posted by DebbieB
I always call for PS's from the room phone.

Like so many things, I probably go to Guest Services because it's what I'm used to doing. I've never called to make a PS since we don't make very many and never before we get to the resort.

And one other benefit...when I make the PS at a guest service desk (or the front desk), they give me a nice piece of paper with my name and PS time and location on it. Always gives me a sense of security to have that little piece of paper when I show up....besides, then I don't have to spell my last name to them!

Originally posted by kathleena
(snip) I remember a time when there were CMs at the desk (don't think it's PC to call it "manned" (snip)

kathleena.....it pains me to say that I actually considered this after typing it, but figured that if I'm a guy and my user name is Granny, people already know I'm not exactly PC!!

 

[Pa@okw95]

You can pick up the phone in your room and make dinner reservations. As for guest services not being there, comparing that to the nightmares thay seem to be having at BCV is no comparision. With all the cut backs at WDW are you sure there is any person at the Guest Services Desk at anytime??At any rate-you might try the phone for non-checking in situations at the front desk. We all have run into your situation at one time or another regarding having to wait in line at a front desk for a short question or something else. The guest services desk may just be a prop!!

 

[ErinC]

Every time I tried to make a PS using the phone in May when we were there, I got a busy signal or a message telling me to call back later???? Also I was told on the phone that they had no PS available for Cape May, but the front desk "found" me one a few minutes later.

 

[RweTHEREyet]

There is a very nice Guest Services desk in the lobby of the BWV. The only problem is, for the most part during our stay, it had nobody there

The same is true at the Beach Club. There used to be a wonderful Guest Services staff in the area that is between the DCL desk and the front door. Last Fall we were there almost every 6 weeks and I don't recall seeing anyone there on any of our visits. It sure would be nice now that attendance is picking up if they would start putting folks back in those positions.

 

[tzvdmd]

The 4th of July it was empty also.

 

[tjkraz]

Is this a fairly recent change?

We were at BWV in May and I swear there was someone at that desk most of the time we walked by.

 

[rinkwide]

Originally posted by Pa@okw95
...the nightmares thay seem to be having at BCV...

Yeah, it's terrible there. Don't even waste your points.

 

[gopherit]

I found it interesting that you recommended the post be staffed by day -- it always seems to me that anytime I need answers for something, it is invariably at evening hours -- and the lines are at their looongest! I recall checking into OKW on more than one occasion, and also on another trip into VWL -- both at around the noon to 4 pm hour -- It was like I was alone. Could hear my voice echo! No wait. Then after dinner I think, hey, I'll stop off at the desk to get such and such, or book a PS, or change a plan, and WHAMMO -- it's like the mongolian hordes all arrived at the same idea and converged on the desk at once. Take a number and a nap. Once I went down to the VWL desk at 10 pm to check some issues on our passes... seems like it took FOREVER in line. Where does all that humanity come from...late check-ins? Folks like me too busy by day? People employed by off-site resorts moolighting as Disney Resort Disrupters?

Maybe they can take the FP machines they say they're yanking from Disneyland and stick 'em in the cues at the WDW resorts!
<a href='http://www.smileycentral.com/?partner=ZSzeb008' target='_blank'><img src='http://smileys.smileycentral.com/cat/15/15_8_101.gif' alt='Waiting In Line' border=0></a>

 

[Dean]

When OKW opened there was an express check in area for members, that has gone by the wayside, for obvious reasons. When BWV opened, check in was done at this desk and it was manned much of the regular portion of the day. I understand it's inefficient to have separate systems but feel they should still have member only services. Just like airlines have special lines for their upper level frequent fliers.