My family, DH, DS, DD and myself, had a very un-Disney like experience at BCV. We were taking a cruise on the Wonder and stayed at BCV for two nights prior. Upon check-in at 9:00 PM, we were told our room was not ready! The manager on duty asked if he could buy us dinner for the inconvenience, we really werent hungry, just tired from travelling, but we accepted it and thanked him. After dinner, (end of buffet at Cape May, not the best at that time of night), our room was ready. It was about 10:30 PM. The room was a handicapped room, which means that the bathroom doesnt have any counter space. With a teenage daughter and an almost teenage son, that meant that all our toiletries would have to be put on the floor. Considering we made these reservations months ago, and did not request a handicapped room, and the fact that we had to wait 1 ½ hours to get our room, at that time of night, we were pretty annoyed. DH at that point went back to the desk and we were immediately given another room! Why wasnt that room available when we first checked in? We have been DVC owners since 1993, and this is the first time this has happened to us. We used Magical Express and our luggage did not arrive until 11:30 PM, missing 1 piece of luggage. At that point, my kids were just looking forward to putting on pajamas and going to bed. After talking to the front desk about our missing luggage, they said they would let us know when they found it! That piece of luggage carried all our better clothes for the cruise! Finally, at 2:30 AM, the front desk called and informed us that our luggage has been found! YEAH! Now we can start our vacation.
Everything was fine except when we checked out, we realized that the dinner that was supposed to be paid for by Disney because of their screw up, was on our bill! Another trip to the front desk. We were told that there was nothing marked in the comments column, so they could not remove the charge until they talked to the manager who was on duty that night. Lucky for us, our daughter remembered his name, so they said they would check with him when he came to work next. Everything was eventually taken care of, but it seems that we had to go through a lot to begin our vacation. We were very disappointed with the beginning of our trip and hope that the great customer service we have learned to expect at Disney is not changing. I guess we should be happy that we did not arrive at 2:00 in the afternoon and not be able to check in until 10:30 PM.
We did have a lovely vacation and a wonderful cruise, and I hope this is a one-time issue. This is the first time that we were not able to check into a room until so late at night, and I really hope it is the last.
Everything was fine except when we checked out, we realized that the dinner that was supposed to be paid for by Disney because of their screw up, was on our bill! Another trip to the front desk. We were told that there was nothing marked in the comments column, so they could not remove the charge until they talked to the manager who was on duty that night. Lucky for us, our daughter remembered his name, so they said they would check with him when he came to work next. Everything was eventually taken care of, but it seems that we had to go through a lot to begin our vacation. We were very disappointed with the beginning of our trip and hope that the great customer service we have learned to expect at Disney is not changing. I guess we should be happy that we did not arrive at 2:00 in the afternoon and not be able to check in until 10:30 PM.
We did have a lovely vacation and a wonderful cruise, and I hope this is a one-time issue. This is the first time that we were not able to check into a room until so late at night, and I really hope it is the last.
Please follow through with a complaint in writing. ME is a nightmare waiting to happen and I still don't get why people use it. Free or not the potential for disaster is great. I barely trust the airline getting my luggage there let alone putting into ME's hands. We rent a car and always will. Price tag can't be put on knowing I'm in control once we get there. No waiting on someone else for our stuff. Sorry once again and I' glad you managed to enjoy your trip.
Seriously though, there is no excuse for a room not being ready at 9:00. What on earth were they doing?
Why do you still post? 
