So what causes a miserable trip anyway?

[RobDoc]

Originally posted by Pa@okw95
Crisi-- finally someone who understands first class has posted to this board and that is you. I like what I call greeters at every corner of the resort to say hello, and give you any help you may need. Also if something should go wrong or break they are on it like a 911 heart attack call, you do not have to call twice or wait but a couple of minutes. Service I think is the real difference between a first class resort or hotel and others. I am sorry ,DVC and most of WDW is not first class, perhaps none are like you say. Nice to hear from someone that has experienced first class and knows the difference between what is handed out at WDW and DVC and what top notch treatment really is.

If that is how you choose to define a "first class" resort, I will agree with you also. All of the DVC resorts are Home-Away-From-Home resorts and are promoted that way. None are "first class"- based on your chosen definition. If you are expecting greeters at every corner of the resort and immediate attention to every detail of your stay, your expectation may be beyond what the resort is able to offer based on the DVC dues structure. This board has always tried to accurately emphasize all aspects of DVC membership and the Home-Away-From-Home concept is part of that. I can understand your disappointment if your expectation demands what you define as "first class".

 

[TigrLvsPooh]

Someone stated it just right, it's not the problems we encountered it's the way we have been treated. Let me walk you through it.

Our first encounter with the manager Shannon, we told her about being sent up to a dirty room and she did NOT apologize at all... instead she said she'd run up there and check it out for herself. This was a slap in the face to us. It made us feel like she didn't believe us. So we stood there and waited. When she came back she said yes it was dirty. (we already knew that) So she went to the back room to look for another room. (she still had not apologized to us at this point). So we sat in the lobby and waited again. Then she came out and said she had found another room available but wanted to check it our herself first to make sure it was clean. This was a very nice gesture and we told her we very much appreciated it. When she returned she stated that it was clean and ready to go. She then apologized for the problem and gave us a comp for Cape May, which by the way we never asked for. In fact, we never asked for anything and she never stated "what can we do to make you happy" or anything like that. She merely gave it to us and we left.

Now, our next encounter with a manager was a man named DJ. He came to our room AFTER we had made 3 calls to maintenance about the a/c... and then been told by maintenance that they didn't know when an electrician might be able to come and fix the broken unit. We were not happy with this because we were not given any timeline as to when this could take place. It was a hot day and a very hot room. Our kids always nap in the afternoon and they couldn't because it was so hot. Maybe that's not important to some people, but it's crucial for our kids. So when JC came to the room he was very condescending to my husband, and rude. He was saying things like "Do you want more free dinners" and basically treating us like WE were the problem. He also told my husband that he would make sure someone brought some detergent to the laundry room... but that never happened.

The detergent issue was between me and housekeeping. I called four times, if they would have told me they didn't have any detergent or didn't have anyway to bring me any, then I wouldn't have been waiting. But each time I called they said they'd be "right there" so I didn't want to leave and miss the person. So I waited patiently after each call until the fourth call when I got upset. By this point of our day we had spend one entire day of our vacation handling problems, and a good portion of the day sitting in the laundry room waiting for someone who said they'd be "right there".

Ok... next problem. Shannon had told us personally that she would make sure we had bedrails after housekeeping had told us they were "still looking for some". We left the resort to go to dinner and to see Illuminations. When we returned to the room that night, rather late, we did not have the bedrails. We put the couch cushions on the floor around the bed and just let our 3 year old sleep. I guess I could have ran down to the lobby and raised heck, but at this point I've already been made to feel like I'm unreasonable and a troublemaker.

So the next morning I went to the front desk and told Shannon that we had not received the bedrails the night before. Her answer was "Oh but did you see that great view from your balcony" "that's a great view isn't it". The view hardly matters when my child is in need of a safety device. Finally after she went on and on about the view she said she'd try to find some rails for us. No apologies from her, and I certainly didn't ask her for any compensation. That's not my style.

I have stayed at OKW twice and we always had great service. I really don't think it's a dvc issue, I think these two managers have decided we are difficult and now they are going to talk us in a very patronizing way. Heck, if I wanted to be difficult I would complain about the horrible water pressure, and the insane amount of noise in the halls. I haven't said a word about MANY of the problems we've encountered. I hardly consider myself as someone with "unrealistic expectations".

 

[zulaya]

Back to the subject of this thread...

Anything can cause a miserable trip, depending onyour mood, your expectations, etc. And if you think about it, people can't wait to get home and post about the problems on the trip and if there were no problems, they wait a couple days and post about a trip that had no problems or only minor quirks.

It's human nature to want to tell everyone about the bad experiences. It happens in the rest of my life anyway.

I think the lesson to be learned from the thread on the resort board is that WDW isn't perfect all of the time.

Erika had a bad experience, I don't question that at all. However, I suspect she is probably one of those rare cases where everything that could go wrong has. She has been on other trips that probably have been excellent.

Likewise, most people staying at Disney Resorts in general, and BCVs in particular have had great stays. There's no way they'd stay in business if this happened on a regular basis. No one would come back and they would lose money.

I hope that people here and on the resorts board realize this and don't panic about changing their plans because on one person's experience.

 

[Geebs]

a bad trip is what you make of it!!! I went on a cruise 2 years ago. Due to a stressful situation with someone in our group, I developed a really bad and uncomfortable case of shingles...it came out on my face, mostly around my eye. (think david letterman here). Now...that could have turned my trip sour, but I didn't let it. I just put on a hat , wore my glasses (normally I wear contacts) and just kept going. at the end of the trip, people were commenting what a good sport I was and they thought it was great that I did everything, even the formal nights looking like I did...picture..one eye swollen shut...not pretty. I think that the people that have bad trips are ones that let the little things that go wrong ruin the entire trip. when you travel..stuff always happens..just go with the flow and enjoy the fun parts!

 

[HookdonWDW]

Originally posted by zulaya
I hope that people here and on the resorts board realize this and don't panic about changing their plans because on one person's experience.

Now see... I'm hoping exactly the opposite. If they all stay away from the BCVs, my favorite rooms will be available for me.

 

[SamSam]

TigrLvsPooh, after reading your clarification it does sound like the manager's were out of line. It's amazing how a simple apology can make us all feel better when things are going wrong.

I think part of the problem with people leaping to DVC's defense so quickly has to do with a couple of things;
1) a great love of DVC
2)knowing there are people who complain about everything.

I hope your next trip goes better. I do think how you were treated is not typical, so please people don't be afraid to give BCV a chance.

 

[crisi]

Doc,

Its more than DVC. Disney does not have a truly world class resort (unless, as I said, maybe guests in suites get treated differently - I haven't stayed in a Disney suite, for that matter, I haven't stayed at the GF, which may be as close as Disney comes to this level of resort). For all their talk about customer service (and they have been great at it in the past - and even now are pretty darn good), they just don't keep the staffing ratios - or for that matter the type of staff required to pull off that level of service. For that matter, the clientele is wrong - first class hotels don't tend to have a high child to adult ratio, they don't tend to have a lot of guests running around in t-shirts.

And, we do talk about the differences between DVC and a regular hotel. But we have been known to point to the difference between OKW and BWV and say that BWV is attached to a first class hotel. But its only first class if you have some level above first class - the level that Pa@OKW is talking about.

Don't get me wrong, I like Disney and I like Disney resorts. I've never been disappointed, but I've never expected down comforters or bathrobes in the rooms, or the desk staff to address me by name. I'll admit that for $650 a night at the GF, I expect those things.

 

[CarolA]

Attitude! Glasses are always half full or half empty.

There are people who have a great stay at the Econo Lodge and there are people who would not have a great stay at the Econo Lodge. The big difference is expectations and attitude. Pure and simple. I firmly believe it all comes down to that.

I am always amazed by people who let a rude person and/or cast member cast a damper over their whole vacation. (I read a post one time where a woman claimed her ENTIRE stay was ruined because the check in cast member was rude to her! WHAT?) Don't let their attitude ruin your day!

 

[niks81]

I think part of the problem with people leaping to DVC's defense so quickly has to do with a couple of things; 1) a great love of DVC
2)knowing there are people who complain about everything.

This is very true

It's interesting to note the differences in the resort board and this one. I agree there are COMPLAINERS out there. But I also think that when there are problems they should be fixed, especially for DVC resorts since we all spend thousands a year. Sorry, but I hold them to a higher standard then even the deluxe resorts.

Attitude does make a difference. And so do the people you're traveling with LOL I think after long days in the parks with a one and three year old, I'd cry over laundry detergent too

 

[Terry S]

Erika.... When you were typing about the air in your post above you mentioned that the next manager you encounted was DJ. But then you say when JC came to your room that he was condensending to your husband. I am assuming this was just a typo and not two different people right?

I just wanted to post an experience I had with DJ while there last month. My best friend and I stayed there in a 1 bedroom, we decided to charge everying on my credit card with room key privledges and then look at the bill which would tell us if it was card 1 (mine) or card 2 (hers) that made the charge. There was one item on our bill That said "Repost from the Gateway store" and it didn't have a card number. While we had shopped and so many places and had no clue whose it was, so I went to the front desk to ask if they could tell us who charged this or where this store was? DJ was the manager in charge and he was unable to tell us who it was. I asked him if the gateway was the store you first see at the International Gateway and he wasn't sure. He said that it was a repost, which ment it didn't go through the first time they did it, so he coudn't even tell me exactly what day the charge was made. He simply made an adjustment in the compter and credited the charge. He then told us okay, its off your bill. I told him, I didn't want if off my bill, I just wanted to know who was responsible, my friend or me? He told me "not to worry about it, your on vacation and shouldn't have to worry about something like this".

I do agree that someone in customer service especially a manager should never make a customer feel like DJ made your husband feel, but I just wanted to post my good experince with DJ and hope that this was an isolated eposide with him. Maybe he was having a really bad day, I know still no excuse.

I really hope that things have gotten better for you!

 

[sgtdisney]

For me, probably the only thing that would cause a miserable trip would be getting sick or having a sick family member.. Everything else can be fixed or adjusted for. A few years back we had family with us at OKW.. They left and wife and I were to have two days alone. Well, family left and within two hours I was sick. It ended up being a kidney infection. It put a damper on our 'alone' days. Now, that was miserable...

In regard to the 'other' topic of this thread, the person at the BCV, definately has a right to be upset with the way the management is treating them. I wouldn't let it ruin my trip, but perhaps a comment with a higher manager would get issues. solved. Dirty rooms and broken A/C units can happen, but management should address them in a professional manner. The laundry thing, well, that can happen too. Personally I wouldn't have waited for an hour. I would have walked down to the front desk or the store, and got the laundry detergent.

Bad visits can happen at at any resort at Disney World. Frankly I am surprised at the number of people who become 'reactionary' and change trip plans based on the review of one poster. A bad visit is no fun, but for every bad visit thread on this, or any, board, I bet there are 1000s of good visits that never get written about.

 

[KNWVIKING]

"Its more than DVC. Disney does not have a truly world class resort (unless, as I said, maybe guests in suites get treated differently - I haven't stayed in a Disney suite, for that matter, I haven't stayed at the GF, which may be as close as Disney comes to this level of resort)."


I believe Conde Nast may disagree with you.

 

[Pa@okw95]

Poor management can cause a miserable trip to answer the question first asked and this woman(tigerlvspooh) is certainly having a time with poor management. First, she never,ever, ever, should be given a room that was not cleaned yet. There should be a supervisior of rooms to check each room out before it is called down as ready. Then she was put in a room with a broken A/C, at that point management should have checked the registry, and found a room that they could give her, most likely a 2 bedroom would do, but no, they had to wait for the a/c to be fixed. The detergent should never run out, that problem regardless any alleged reasons should never happen. The bed rails should have been put on the bed when she check in while she was present. They should have sucked up to her big time after they gave her the room with a broken a/c, they did not. End of story.

 

[chrissyk]

I had food poisioning at Disney when I was a kid...it didn't make it a bad trip, though! I keep going back, LOL! Disney is my favorite place to vacation. Overall, I can count on good service and high standards there. Yes, there are bound to be people who have problems or who encounter a lousy CM or 2, but overall, Disney beats other places for service hands-down.

We had a lousy experience at the AKL, but it didn't spoil our vacation. There are enough good things to do at Disney that they more than make up for any bad experiences IMHO!

Now, I have been on a horrible vacation. My husband and I took the cruise-from-hell (not a Disney cruise!). The food was nothing short of horrendous, we arrived at our destination way late and didn't get to spend much time there, we cruised through a tropical storm, our room was disgusting, etc. We would both take a problem-filled trip to Disney over that "vacation" any day!!!

 

[niks81]

I think it was a typo...I assumed it was DJ also.

He was greeting when we checked in at the Beach Club. He was very nice and helpful (maybe a bit arrogant? but in a good way LOL) and so I was surprised to hear of his attitude also. I hope he was having a bad day and that's not something that occurs regularly

 

[KNWVIKING]

"LOL I know. Even though I love Vacation Club (and love to tell people about it) I stay off of this forum. I think this board has turned into nothing but a debate board. "

I think this is true of about every Dis board- at least the ones I participate on and lurk at. I don't think I have ever read a post where someone says "Oh, I see your point.You ARE right, I was mistaken.Thank you for the info". We will all go to our graves with our opinions intact

 

[sheryl0521]

So what causes a miserable trip anyway??

When your Mother-in-Law wants to join your trip last minute!!

I'm trying not to let it bother me, but it isn't easy. She doesn't know it yet, but she is watching the kids for an evening so DH and I can get out and do our own thing.

Sorry this is off the OP subject, but it caught my eye!

Please return to the original debate....

S

 

[reneesam]

Originally posted by sheryl0521
So what causes a miserable trip anyway??

When your Mother-in-Law wants to join your trip last minute!!

I'm trying not to let it bother me, but it isn't easy. She doesn't know it yet, but she is watching the kids for an evening so DH and I can get out and do our own thing.

Sorry this is off the OP subject, but it caught my eye!

Please return to the original debate....

S

LOL!!!!! I hear ya...my life is one big episode of "Everybody Loves Raymond!"

Back to topic now...sorry.

 

[jennybobenny]

During one of our stays at BWV a few years ago we had one mishap after another. First the dishes in the cabinet were all dirty so we ran them thru the dishwasher that night. While putting them away in the morning we noticed they were still dirty and that the dishwasher was broken. Later that day, or maybe the next, my kids were watching television in the living room when it just suddenly went snowy. At home I would have jiggled the cable wire but in this case I didn't want to make things worse (or be accused of breaking the tv!). A short while later the lock on the bathroom door broke.

When I read the original post I had to think long and hard about if we've ever had a miserable trip. None of these 'mishaps' instantly came to mind. Why? Because they were all handled perfectly by the BWV staff. We called maintenance about the dishwasher, left for the parks or the pool (can't remember) and it was fixed when we got back. And the dishes were clean, to boot. When we called about the tv, maintenance showed up within minutes, looked at it, apologized for its untimely death and brought in a brand new one. Same with the lock - fixed without a problem.

I guess my point is....it isn't the mishaps that make for a miserable trip, it's the 'response to' and treatment of' by the resort staff.

In Erika's case I think the original manager labeled her a PITA and thus dictated her treatment by the rest of the staff for her entire trip. Does anyone remember that Seinfeld episode where Elaine's doctor writes that she's 'difficult' in her file? Her treatment by all subsequent doctors is great until they read her chart..then they won't give her the time of day.

I haven't read the original thread over on the resorts board but I'm curious to know 'how' the first room was dirty. Was it not cleaned at all or were there spots on the rug? Although the manager may have agreed it was dirty I think she went 'backstage' and complained to high heaven.

 

[sgtdisney]

Originally posted by chrissyk

Now, I have been on a horrible vacation. My husband and I took the cruise-from-hell (not a Disney cruise!). The food was nothing short of horrendous, we arrived at our destination way late and didn't get to spend much time there, we cruised through a tropical storm, our room was disgusting, etc. We would both take a problem-filled trip to Disney over that "vacation" any day!!!

This makes me laugh, I am not the only one then. My wife and I went on a cruise for our honeymoon and we had the cruise-from-hell too!! We have called it that for years. We were seated at a table for 8, alone.. We had our luggage destroyed, a leather carryon with a bottle of cologne broken in it so it REEKED! We had twin beds (honeymoon?) which they made into king (pushed together). Rough waters one night, bed seperated, wife fell inbetween to floor.. We had no hot water. I kid you not, cold showers on a honeymoon and I mean cold, not hot, not warm COLD. Our fun 'private island' day was cancelled. We went on a 'tour' through nassau to see the sights and the bus driver only stopped at street corners and made us name the trees.. I could go on and on, seriously.. This was not a Disney Cruise either, it was before Disney. We were so upset at the time, but laughed about it none-the-less. After the cruise we spent 5 nights in a lagoon view concierge room at the Polynesian (pre-DVC days) and that made up for it all.