Opposite of Quality at Boardwalk

[Wes]

Following up on the overall quality issue ... the t&t that originally led to this thread was done - a day after I was told it would be done thus requiring further follow up to make sure it was going to be done. We were running out of supplies, which was the main concern. The t&t did replenish some supplies -- but not all of them. We now have two hair conditioners and two body lotions -- since we had not used any of them, but the body wash that was almost gone is all we have left since they did not give us a new one. Plus they removed more towels than than they left. Sure we can call or go to the front desk to request more. But this goes back to the real focus of this thread which is the abandonment by Disney of the commitment to quality. This is yet another example of that failure.

We bought into DVC long ago, and the touting of "Disney Quality" as a motivation to make the purchase was very significant in the presentation. And at that time Disney Quality was real. And it has been in all of our prior stays. But it is not there now. And that is disturbing.

PS ... this is a followup edit ... as we have begun using things this morning, we have discovered that housekeeping shorted us on a bunch of things -- no laundry soap, no dishwasher soap, no spare roll of toilet paper. I went to the front desk about this, and he called housekeeping and very much agreed that this experience was not what we should expect from Disney Quality

PPS ... when the maid brought the additional missing supplies, she said that I did thee right thing to complain about being shorted on the towels, since we would have been charged for any missing towels when we checked out.

 

[tjkraz]

We bought into DVC long ago, and the touting of "Disney Quality" as a motivation to make the purchase was very significant in the presentation. And at that time Disney Quality was real. And it has been in all of our prior stays. But it is not there now. And that is disturbing.

I'll just briefly comment on this particular point.

One of my earliest Disney trips was in the fall of 2002. Trip coincided with the birthday of a family member. This was before WDW really bent over backward to ask about special events. They weren't handing out birthday buttons or asking about special events during online check-in. However, I had read stories of people being able to have modest birthday cards sent to the hotel room--just a simple "signed" character photo with Happy B-Day message. I picked up our phone at Old Key West and called the "front desk". Tried to see if there was some way I could have a card sent to the room. The response that I got was basically: "Isn't there a gift shop at your resort? Maybe you should try there. I'm sure they have something you could buy."

Point being the routing of calls to an off-site call center is nothing new. Questionable service and misinformation from call center reps is nothing new. I realize that you've had a number of mis-steps during this particular stay. But it's probably not fair (or accurate) to judge the entire state of "Disney Quality" based upon the BWV phone system and encounters with 3 or 4 CMs. Technical difficulties have always reared their head at WDW. Poorly-trained CMs have always existed. (Are these problems worse today than 10 or 20 years ago? Certainly open to debate but I don't think there's any glaring evidence one way or the other.)

If Disney Quality was apparent during "all of (your) prior stays", it's still there today. You just happened to encounter a few people who weren't quite doing their part. Just like that call center rep that failed to help me 14 years ago.

 

[disneynutz]

We played the game for years assuming that DVC and management didn't know of the issues within the DVC or at the resorts. For awhile we seemed to get some kind of "we're sorry" gift almost every other stay. Sometimes we didn't get T&T, sometimes we were shorted on supplies, other times when told that they skipped us we received enough for several rooms.

After awhile I finally got the hint that management knows of the issues when CM's that we saw regularly told me that even they get frustrated reporting problems and nothing changes.

Bill

 

[bumbershoot]

If I push the "Front Desk" button I'm not connected to the front desk? What about housekeeping?

Correct.

Maybe. We have gotten actual housekeepers by pressing the housekeeping button.