Dear Vbfamily,
It was interesting to see your post on negative feedback at VB. I have not read any other negative posts but have just returned from 6 nights at VB an 3 nights at BCV and have a few observations.
First, I'd say that at both resorts, the amenities and upkeep is excellent. We had no issues at all with the rooms or facilities.
I will however tell you that both myself, my wife and brother-in-law each observed/experienced things related to the staff that has all 3 of us a bit alarmed.
At VB, we had issues with the front desk staff at check-in ad check-out. Nothing that didn't resolve itself but in both cases, I'd attribute things to either new/untrained staff. For example, at check-in our rooms (we had 2) we not of the type that we confirmed when we made the reservation. All was corrected but it took some time and several different CM's needed to be consulted on how to correct things.
At check-out our charges were wrong (no points allocated...al cash....shoul have been on points). Again, all was corrected but not until 1 hour of explaining things to several CM's (good thing i brought our confirmation paperwork).
I was also a little surprised, a few days later, that a different front desk CM didn't know where the
Avis car rental was in Vero.
We were also very dissapointed when a front desk CM referred us to "Hurricane Harbor" for dinner. We had 5 adults and 5 children between the ages of 3-7. We waited over 2 hours after being seated for our dinners and most of the dinners were either salads, burgers or hotdogs. Can you say baby meltdown.
Of course this is no fault of the VB staff however, being a frequent business traveler, it is not unreasonable to expect that the hotel you are staying at to be knowledgeable enough about area restaurants and recommend appropriately. My personal advice...stay away from Hurricane Harbor for dinner!
We also found some of the staff and food at Shutters to be sub par. The food was just so-so but a few of the wait staff were down right unhospitable. At one point, one waitress was having a fight with her boyfriend/husband right at the check-in area in front of all the kids.
As compared to last year, a few of the recreation staff and 2 lifeguards in particular were very young, inexperienced and not all that accomodating when asked some questions. Even more troubling was that on Saturday, one lifeguard on-duty was more interested in participating in the limbo, dance contest and DJ games than watching the pool. Having been a lifeguard many years ago, it only takes a split second for something to happen. I'm all for having fun but not when the fun distracts the on-duty lifeguard who has a responsibility.
We also had a few similar experiences with CMs at BCV.
For example, my brother-in-law was over charged $400 for park passes he bought at the front desk. Again, everything was rectified but only after alot of time and multiple CMs were brought in.
Don't get me wrong, there were plenty of exceptional CMs who went out of their way to make guests happy.
My experience in the past, and concern, is that perhaps the high standard that we have all come to love and expect from Disney may be slipping for some reason. I sure hope not but.....
In sharing a few of the above noted observations with the Bellhop at BCV, he told us the following:
He, himself, has been a CM for over 15 years. After listening to our accounts, he said that what we had described is what many of the veteran CMs have seen happening little by little the past year or so. many new CM's "just don't get it" as he put it. He said he thinks upper management is just too far removed and would be very concerned if they were aware of standards not being upheld. Perhaps it's the economy or cut-backs (surely Disney has felt the impact of the economy and tourism downturn).
As I said, our trip was great and I'd go back tomorrow if I could. I hope we haven't been too overly critical but let's face it.....Disney set the standard high and we've all come to expect it this way...hence why we all probably bought into
DVC.
If things are sliding, I hope someone in management does recognize it and correct things quickly!
Basically, it sounded like things were very different than the OKW I knew and I was very upset that my family would be very disappointed. I was almost sick with concern. 
I hope you'll want to be VBFam again soon. 
