VGF First Impressions

[disneynutz]

We're here now for a short 3 day trip. Live in SW Florida so we've managed a bunch of DVC trips the past year and have now stayed at all the WDW resorts except OKW and SSR. Got lucky to get VGF at the fairly last minute so we were thrilled! 1 BR standard view rm 1622. So far my expectations have been pummeled to say the least...but it's taken care of addonitis I had developed, so I guess it's not all bad news ;(! First we drove up and noticed no valet and no one directing cars. There were maybe two bell service people and quite a lot of cars (it was around 11:30am). My DH dropped us and our luggage off and went to park the car. We had done online check in and hoped to have a room available so we lugged our bags in and waited to be helped. There was someone ahead of us and it seemed like one person directing check in with two others at desks checking people in. The man who checked us in was a bit surly and somewhat snide when he pointed out the bus loading location and I told him we had driven and would most likely use our car if we went out. "You SHOULD use disney transportation." He said snidely. Ugh. Did not sit well with DH after the initial entry / parking issues. With no room available and no idea when it would be we decided to check our bags and go have lunch (I know check in is officially at 4pm so this issue wasn't a huge deal but out of 6 trips we've been able to check in around noonish 4 times so perhaps we've been spoiled). DD9 had her Belle doll sitting on a doll chair on top of her suitcase but didn't want to lug her around along with her backpack we left her will Bell Services too. Now to leave stuff with Bell Services we had to lug our stuff back outside. As we were waiting at the Bell Service desk for a few minutes with no help we noticed a bellman just standing a few feet from us. After I called to him a few times he came over and checked our bags. Went to lunch at Grand Floridian Cafe (good food and service and I'll have to say the greeters at the main GF lobby were significantly more friendly than those we met today at the Villas). After lunch we wandered around the grounds, went by the wedding chapel (beautiful) and then went back to the Villas lobby. Our room was still not available so we added DDs 2 backpacks to our checked bags with Bell Services and headed to the Magic Kingdom where we met up with some friends. Around 3:40pm I got a text that our room was ready. DH did another ride with us then headed back to the room since he was tired from the drive. About half an hour later I got a text from him that DD's Belle doll and suitcase were missing...sigh...fortunately he texted me back a few minutes later that they'd found both Belle and the suitcase (someone had taken them off the cart and put them on a shelf). We later went to dinner and returned back to the room after 9 so my first impressions of the room were late in the day. It's beautiful but not as awe inspiring as I was expecting....except for the bathroom which is very nice. View is of the monorail, Porte Cochere, and a bit of the Poly and lake on the left. We were able to see some fireworks from we think EPCOT so not bad. I checked the fridge and freezer (DH unloaded our cooler) and noticed no ice. When I closed the drawer I noticed water on the floor so I wiped it. I opened it again and noticed water pouring out so I called housekeeping / maintenance. While waiting for them I noticed a few other items - no corkscrew to open wine (list said it was in the room but I searched 3 times and didn't find it), no remote for LR tv, and no bathrobes. I wasn't sure if bathrobes were included but I thought I'd read about them somewhere so I called housekeeping again and they said they'd send all 3 items up. Around 10pm Hector from maintenance showed up. He was very nice and looked at fridge. Said ice was all in back dripping out. He called his supervisor and asked for housekeeping to come clean out that part of the fridge but they must have told him it would be awhile because he ended up doing it after undoing the drawer for the ice compartment. He reset the ice maker and housekeeping showed up with the bathrobes, remote and corkscrew but said someone else would be by to clean the fridge (at this point not even necessary). So far maintenance man Hector has been the nicest we've dealt with at the Villas. He apologized for the inconvenience and said he'd keep the work order open in case there was no ice in the am. As for the room...it's nice but already showing some wear especially in the carpet edges between the bedroom and living room as well as a few areas in the bedroom and closet, and the dining table which had some dings on the top and I had to wipe down because it was sticky and looked to have some dried food on it.

So overall thoughts on VGF:
1) this is supposed to be the Disney flagship and you should get a "wow!" feeling from the second you step on property. Maybe it was a bad day for the staff here today but we did not get that feeling at all. In contrast at our home resort AKV we have gotten that wow feeling and exceptional service as well as at VWL and BLT, even BCV and BWV were ok and had friendlier people. The building is nice but it's the people who make the experience.

2). This is a small resort 100-147 possible rooms at any one point. I know they have been filled to capacity from the start (according to second staff member who checked on our room status and was nicer than surly dude) but if this is a surprise to Disney then they have serious management problems. Housekeeping really shouldn't take that long especially considering many of the rooms do not get daily cleaning. They should prioritize the rooms that need a full cleaning because people have checked out and then the regular cleaning. This resort will most likely always be full and needs to have a full staff and an efficient cleaning schedule for better room turn around...just my opinion.

3). Some of the wear and tear this early in the life of the resort is concerning. The carpet in the room is beautiful but it would not surprise me if it needs to be replaced in a couple of years. I can see maintenance fees going up earlier than expected.

4) for some humor - it's 10:48pm and 4 housekeepers just showed up. Since maintenance man had cleaned out fridge I just asked them to clean the counters where he'd put the fridge parts. I tried not to laugh because they did remind me of the Mary Poppins penguins. Then again it's also concerning from a staffing perspective that 4 showed up to wipe some counters and clean a fridge drawer. Perhaps have more working during the day and less at night?

5). The VGF thrill is gone for me, the addonitis is certainly gone and I'm even happier than ever with our AKV purchase. Being on the monorail is not enough to justify the extra point costs. It's nice...but not "wow" nice. Checked it off the to do list so could care less if we ever stay here again...and I've been coming to Disney since 1972 when I was 7, have stayed before at GF and love the resort, so that's a big deal for me to say. Heck...we even own an old GF entertainment unit / dresser that was sold by mouse surplus years ago.

6). Disney seriously needs to step up it's game here. If VGF are the flagship villas then they need to act that way.

I didn't intend for this to be so long or a trip report...more of a vent so hopefully it's at the right section...if not, moderators, I'm sorry.

There isn't valet service at VGF or BLT. If you want valet, pull up to the GF or Contemporary, valet park and have the non Disney employee unload your car. He will pass your luggage off to Bell Services and they will take you to VGF or BLT on their cart.

Disney hired a new CM to greet you and unload your car at VGF. The job title is non-union and he can't accept tips or deliver to your room. If he is in the storage room, the front desk is unmanned. Bell Services floats back and forth between the GF and VGF, they are union, accept tips and deliver to your room.

Surly and somewhat snide helped us last month. He is a transfer from BWI and acts like he runs the place, very difficult to work with. Other CM's said welcome home a lot but didn't really have much knowledge. We tried to pay our room charges with a Disney gift card, they said that the card was invalid and gave it back. We called and verified that the card was good but they said that it was our problem. We used the same card at the GF to pay our room charges later that night.

The appliances Bosch and GE Monogram are new to Disney, they are excellent appliances but it may take the Mousekeepers and Engineering awhile to learn them. The Mousekeepers are supposed to empty the refrigerator ice bucket between guests. If you want ice right away, follow the sign opposite the elevator on each floor. There is vending, ice and trash on each floor and the laundry is on the forth floor.

I expect that service will get better with time, my only concern is that DVC will stop putting on the dog and pony show once they sell out. That tends to be their pattern.

Please send your report to member satisfaction, dvcmembersatisfactionteam@disneyvacationclub.com

Bill

 

[carlbarry]

If you want ice right away, follow the sign opposite the elevator on each floor. There is vending, ice and trash on each floor and the laundry is on the forth floor.


Please send your report to member satisfaction, dvcmembersatisfactionteam@disneyvacationclub.com

Bill

One of the nice things about VGF is that the building is relatively small. I was at the very end of the hall, yet the trip to the ice machine and laundry room was still short, even though I went the length of the hall and past the atrium. Heck, I walked to the laundry room, unloaded my clothes from the washer to the dryer, and walked back to my room all during a TV commercial break!

 

[tidefan]

There isn't valet service at VGF or BLT. If you want valet, pull up to the GF or Contemporary, valet park and have the non Disney employee unload your car. He will pass your luggage off to Bell Services and they will take you to VGF or BLT on their cart.

Disney hired a new CM to greet you and unload your car at VGF. The job title is non-union and he can't accept tips or deliver to your room. If he is in the storage room, the front desk is unmanned. Bell Services floats back and forth between the GF and VGF, they are union, accept tips and deliver to your room.

Surly and somewhat snide helped us last month. He is a transfer from BWI and acts like he runs the place, very difficult to work with. Other CM's said welcome home a lot but didn't really have much knowledge. We tried to pay our room charges with a Disney gift card, they said that the card was invalid and gave it back. We called and verified that the card was good but they said that it was our problem. We used the same card at the GF to pay our room charges later that night.

The appliances Bosch and GE Monogram are new to Disney, they are excellent appliances but it may take the Mousekeepers and Engineering awhile to learn them. The Mousekeepers are supposed to empty the refrigerator ice bucket between guests. If you want ice right away, follow the sign opposite the elevator on each floor. There is vending, ice and trash on each floor and the laundry is on the forth floor.

I expect that service will get better with time, my only concern is that DVC will stop putting on the dog and pony show once they sell out. That tends to be their pattern.

Please send your report to member satisfaction, dvcmembersatisfactionteam@disneyvacationclub.com

Bill

Just a note, we were on the 5th floor last week and had to go down to the 4th for ice...

 

[disneynutz]

Just a note, we were on the 5th floor last week and had to go down to the 4th for ice...

Really, I stand corrected, I thought that I checked each floor.

Bill

 

[MouseMomx2]

We also checked into the VGF this morning and I am equally disappointed.

1.) We arrived at the resort and I presented my wrist to the guard so she could scan my MagicBand. This is what was done at every other resort we have visited on this trip, but she said that she didn't like using the scanner and that I should present my photo ID. I did and she gave us our parking pass. While checking in we realized we had left something at OKW so we drove back to get it. When we returned to the GF 25 minutes later the guard refused to let us in without me showing my ID again. I pointed out my parking pass and she said they "don't accept those". She then asked if we were staying there and, when I pointed to the parking pass and explained that we were registered guests, she looked at me like I had two heads. She then pointed me toward the main entrance and told me we could check in there. I just said thank you and proceeded to the villas.

2.) We are traveling with my parents who are in their 80s and having some mobility issues. At both the BWV and OKW we were able to borrow wheelchairs for them. We asked for chairs when we checked in, were told they had no more and that there was nothing they could do to help us get one. We went to three different CMs, all of whom bordered on rude, and each one offered no help. I finally spoke to a manager who helped us get two chairs from the Polynesian. My DD and I went to the Poly to get them and, despite some confusion about where we needed to go, every CM we encountered there was helpful and friendly.

3.) Once in our room we got our luggage, unpacked and were then evacuated because a crew doing electrical work tripped a wire and set off the alarm system. That happens...no big deal. My parents, however, have issues with stairs and we were told not to use the elevators. I called the front desk to see if we could use the elevators since they needed the wheelchairs and was placed on hold. Five minutes later the CM came back on the line to thank me for waiting and asked me to continue to hold. Five minutes after that I hung up and we all walked down the stairs.

4.) During our evacuation I stopped by the front desk to ask about our departure on Saturday, marathon day. After 10 minutes of tapping on his computer the CM told me we could "probably leave after 9:30 but I'm not sure" and that "I have no idea by what time you would have to leave before roads are closed". I had had enough so I just said thank you and will stop by and speak to someone else tomorrow.

5.) Back in our room later on we found that the lock to one of our sliders was broken. Called maintenance and they fixed it.

6.) Also discovered that our ice maker isn't working. I went and got ice from the ice machine.

7.) Tonight we sat down to watch a movie and the DVD player didn't work. We attempted to fix it and discovered it was a loose cord. Despite our best efforts we couldn't get it to stay in place. Called maintenance and they replaced the cord. When we took the DVD out of the player the new cord came loose and we cannot fix it. I am not calling maintenance again. I will leave a note when we check out on Saturday.

As the OP said, the GF is Disney's flagship resort. To be honest, I don't expect better service here (although a case could be made for that) but I do expect the service to be at least as good as at the other resorts. That has not been the case. We had flawless stays at both the BWV and OKW. Here, aside from the manager who finally got us the wheelchairs and the maintenance CMs who fixed our door and DVD issues we have encountered nothing but semi-rude, unhelpful, or snooty CMs. I understand that sometimes nothing can be done, but so many CMs here refuse to even offer suggestions for resolution and that is not what I have come to expect from Disney. Honestly, as far as CM interactions go, this is the worst stay at any Disney resort we have ever had, and we have stayed everywhere except the Yacht Club. The villas and the resort are absolutely gorgeous, but the service is definitely lacking.

My DD has always dreamed of staying here so I am glad we are spending two nights here for her. After this trip, however, I will save points and book elsewhere.

 

[MouseMomx2]

Really, I stand corrected, I thought that I checked each floor.

Bill

Ice and vending machines are only on floors 2 and 4 of the villas building.

 

[mandjblum]

I was there in early December and was never able to locate the Vending or Ice Makers. I did find the creepy hallway with no doors on the 6th floor. Reminded me of The Shinning

 

[carlbarry]

The appliances Bosch and GE Monogram are new to Disney, they are excellent appliances but it may take the Mousekeepers and Engineering awhile to learn them.
Please send your report to member satisfaction, dvcmembersatisfactionteam@disneyvacationclub.com

Bill

The mini fridge in my Studio was a Danby model DAR440W. I never heard of that brand, and when I looked at their web site, the model is not noted as having a freezer section. I am really curious is that is the standard for the Studios. All the shelves were that wire grid, so I don't see how just the middle could be a freezer, when the air flows freely through the entire unit.

 

[nabi]

My studio had no hook by the stall shower to hang clothes or a towel.
The fire alarm right outside my room was installed backwards, so that the instructions were backward!
I let concierge know about both.
I also asked why there was no freezer section in the mini-fridge, and was told that the middle shelf is the freezer section according to the manufacturer. The manufacturer's web site does not mention that this unit has a freezer section.
I felt bad going to the concierge with 3 "complaints," but also felt it's a new resort, and they need to know the problems.

what a world we live in

 

[carlbarry]

what a world we live in

I don't like to complain, because I know that there are people in this world who live in huts with sewer water flowing by. So I feel I am very fortunate.
On the other hand, we should get what we pay for.
The refrigerator is by no means a tragedy, but I bring my own food for religious dietary reasons, and I really need a freezer section.
And the reverse instructions on the fire alarm, well, that's just dangerous.
http://s1031.photobucket.com/user/cmaltzmanesq/media/100_4552_zps35075a45.jpg.html?sort=3&o=0
http://s1031.photobucket.com/user/cmaltzmanesq/media/100_4484_zps1cd9956e.jpg.html?sort=3&o=1

 

[tidefan]

Duplicate post

 

[tidefan]

Our views from last week:

We started in 1221 and this was our view...

We asked if we could be moved and they were very gracious and moved us to 1515 the next day. Here is the view from there...

Wedding!

Straight ahead:

Left:

Right:

Around the corner:

 

[carlbarry]

Yours was similar to my view from room 1415.

I don't know why the picture doesn't come up:
http://s1031.photobucket.com/user/cmaltzmanesq/media/100_4487_zps3cc94f34.jpg.html?filters[user]=138868275&filters[recent]=1&sort=1&o=0

 

[Docmom]

We also checked into the VGF this morning and I am equally disappointed. 1.) We arrived at the resort and I presented my wrist to the guard so she could scan my MagicBand. This is what was done at every other resort we have visited on this trip, but she said that she didn't like using the scanner and that I should present my photo ID. I did and she gave us our parking pass. While checking in we realized we had left something at OKW so we drove back to get it. When we returned to the GF 25 minutes later the guard refused to let us in without me showing my ID again. I pointed out my parking pass and she said they "don't accept those". She then asked if we were staying there and, when I pointed to the parking pass and explained that we were registered guests, she looked at me like I had two heads. She then pointed me toward the main entrance and told me we could check in there. I just said thank you and proceeded to the villas. 2.) We are traveling with my parents who are in their 80s and having some mobility issues. At both the BWV and OKW we were able to borrow wheelchairs for them. We asked for chairs when we checked in, were told they had no more and that there was nothing they could do to help us get one. We went to three different CMs, all of whom bordered on rude, and each one offered no help. I finally spoke to a manager who helped us get two chairs from the Polynesian. My DD and I went to the Poly to get them and, despite some confusion about where we needed to go, every CM we encountered there was helpful and friendly. 3.) Once in our room we got our luggage, unpacked and were then evacuated because a crew doing electrical work tripped a wire and set off the alarm system. That happens...no big deal. My parents, however, have issues with stairs and we were told not to use the elevators. I called the front desk to see if we could use the elevators since they needed the wheelchairs and was placed on hold. Five minutes later the CM came back on the line to thank me for waiting and asked me to continue to hold. Five minutes after that I hung up and we all walked down the stairs. 4.) During our evacuation I stopped by the front desk to ask about our departure on Saturday, marathon day. After 10 minutes of tapping on his computer the CM told me we could "probably leave after 9:30 but I'm not sure" and that "I have no idea by what time you would have to leave before roads are closed". I had had enough so I just said thank you and will stop by and speak to someone else tomorrow. 5.) Back in our room later on we found that the lock to one of our sliders was broken. Called maintenance and they fixed it. 6.) Also discovered that our ice maker isn't working. I went and got ice from the ice machine. 7.) Tonight we sat down to watch a movie and the DVD player didn't work. We attempted to fix it and discovered it was a loose cord. Despite our best efforts we couldn't get it to stay in place. Called maintenance and they replaced the cord. When we took the DVD out of the player the new cord came loose and we cannot fix it. I am not calling maintenance again. I will leave a note when we check out on Saturday. As the OP said, the GF is Disney's flagship resort. To be honest, I don't expect better service here (although a case could be made for that) but I do expect the service to be at least as good as at the other resorts. That has not been the case. We had flawless stays at both the BWV and OKW. Here, aside from the manager who finally got us the wheelchairs and the maintenance CMs who fixed our door and DVD issues we have encountered nothing but semi-rude, unhelpful, or snooty CMs. I understand that sometimes nothing can be done, but so many CMs here refuse to even offer suggestions for resolution and that is not what I have come to expect from Disney. Honestly, as far as CM interactions go, this is the worst stay at any Disney resort we have ever had, and we have stayed everywhere except the Yacht Club. The villas and the resort are absolutely gorgeous, but the service is definitely lacking. My DD has always dreamed of staying here so I am glad we are spending two nights here for her. After this trip, however, I will save points and book elsewhere.

Surly also was sullen when we asked about the marathon times and when we could travel. We're came for the annual coin convention that's at the convention center so were planning on driving there yesterday and today. Surly told us it would take forever to drive because of the marathon. Fortunately not true yesterday. DH looked it up and said we should be ok if we leave Saturday around 9:30-10 am.

We were wondering what caused the fire alarm to go off yesterday. We came back and were headed to the cafe for a late lunch but wanted to drop off our stuff in the room and couldn't because of the alarm. Totally understandable but the CMs were also being rude in directing people. Essentially yelling at people to not walk near the building. I understand in a real fire you want to be as far as possible from the building but the staff needs to respond to these types of situations in a calmer more ordered manner. Many people were just trying to walk on the walkway between the villas and the main resort and were getting yelled at to get away from the building (they weren't technically that close to the building). I certainly understand that had there been flames or even smoke but neither was the case. When we saw that DH just wanted to go back to the car and drive to the main resort but I went over to the CM and asked if we could walk to the cafe by the path. She said yes as long as we stayed away from the building. Their attitude had my youngest worried there was a real fire and her baby doll would melt. We had to reassure her that everything was most likely ok and not to worry.

Horrible you and your daughter had to go get your parents wheelchairs. That's something the staff should have done. Again, I would expect that level of service at a Hampton or Motel 6 but not at the Grand Floridian. Maybe they just are understaffed but that can and should be remedied. Then again, when 4 housekeepers show up at one time to clean a small area at nearly 11pm then perhaps it's more of a staff management issue.

Agree with you that as far as CM interactions go most at the villas have been surly, semi rude and snooty. Certainly not the case at the main GF resort area or any other Disney resort we've stayed at. Our new family joke is that VGF hired the 8th dwarf Surly for their staff and he takes the form of different people at the villas.

We spoke with a manager yesterday and she was great. She was covering for the regular villa manager who was out. They need to know when service is lacking so they can fix the problems.

The resort is beautiful but for the point and cash cost of VGF the service needs at least match that of the other resorts although I still firmly believe as the flagship resort it should be better.

You should write member services about your experiences too. Bill posted the email a few posts up (Thanks Bill!).

 

[mandjblum]

We asked if we could be moved and they were very gracious and moved us to 1515 the next day. Here is the view from there...

We were in 1515 in early December. Was a nice view for Standard.

 

[disneynutz]

Just an FYI, often the DVC resorts will charge you a full cleaning fee if you request a move after check in. AKV charged us a full cleaning fee for opening the door and checking out the view. Later the GM reversed the fee after we invited her to the room and she noted that the savanna view was really a view of the rear of the pool area. Later the rooms were re-classified by Disney as standard view rooms.

Bill

 

[tidefan]

Just an FYI, often the DVC resorts will charge you a full cleaning fee if you request a move after check in. AKV charged us a full cleaning fee for opening the door and checking out the view. Later the GM reversed the fee after we invited her to the room and she noted that the savanna view was really a view of the rear of the pool area. Later the rooms were re-classified by Disney as standard view rooms.

Bill

It will be interesting to see what they do with 1221. The CM indicated that we weren't the first (or second, or third) to voice concerns about the room. One thing they mentioned that I really didn't notice until the CM mentioned it is that the railing is solid whitewall on that room and the Studio portion of the adjoining 2-Bdrm and that had been the source of some complaints as well.

 

[PatMcDuck]

I know. But this is the first time my room was ready so late.

I have probably stayed at DVC resorts on points 30 times. And got a room before 4 pm, maybe 5 times. Seriously, that is the truth. Usually it is 3-4:30 pm. So OP, YES, you were incredibly lucky in the past.

As for the sleeper sofa, when we use these, I pull off ALL the sheets and leave them in the corner of the room. Or I leave the bed open. I want housekeeping to definitely remake that bed. I think sometimes people neatly put it away after use, and it would be better if they did not do that. Which is not to make an excuse for this, they should change that bedding whether it looks used or not. I am just saying that I make sure they change it after me.

And OP, try OKW sometime, you might really like it. It is quite lovely and the rooms are huge, esp. the 1BR and 2BR.

 

[SpaceMountain77]

It will be interesting to see what they do with 1221. The CM indicated that we weren't the first (or second, or third) to voice concerns about the room. One thing they mentioned that I really didn't notice until the CM mentioned it is that the railing is solid whitewall on that room and the Studio portion of the adjoining 2-Bdrm and that had been the source of some complaints as well.

It is certainly a disappointing view, but, for privacy, I think it is much better than the 1st floor, 1 bedroom adjacent to the Grand Villas staircase entrance. Every time I went in and out of that door, I thought about the noise from the slamming door and the voices of the people that congregate near it.

Regarding 1221, it is truly a shame to think about the numerous families who will open that door after anxiously awaiting their first VGF experience.

 

[Docmom]

I have probably stayed at DVC resorts on points 30 times. And got a room before 4 pm, maybe 5 times. Seriously, that is the truth. Usually it is 3-4:30 pm. So OP, YES, you were incredibly lucky in the past. As for the sleeper sofa, when we use these, I pull off ALL the sheets and leave them in the corner of the room. Or I leave the bed open. I want housekeeping to definitely remake that bed. I think sometimes people neatly put it away after use, and it would be better if they did not do that. Which is not to make an excuse for this, they should change that bedding whether it looks used or not. I am just saying that I make sure they change it after me. And OP, try OKW sometime, you might really like it. It is quite lovely and the rooms are huge, esp. the 1BR and 2BR.

I do the same with the sleeper sofa. The manager said that housekeeping is supposed to strip all the bedding and change all the beds and towels, leave the robes, etc. I'm sure we'll try OKW at some point....and SSR. My only concern is the stairs due to health issues. I've read there are only 2 buildings with elevators and I'd feel bad about taking those rooms from someone who's worse off than me.

And just to clarify, I don't want my main complaint to be the room not being ready early as it's certainly not. My biggest complaint is the surliness, snottiness, etc. of the staff here as well as the housekeeping issues....and we've only noticed it at the villas. The only person who has told us welcome home and not cheerily was the DVC sales person after we asked her about the Poly DVC. I did have an excellent CM this evening when I went to get a movie and pay some of our bill with some gift cards. Other than maintenance and the housekeeper who changed our sheets he was the first cheerful, helpful CM in the villas area that we have experienced. The main GF ones are a different story. We've alternated between smiling and saying "hi" to just walking in here and not saying anything to see if we get the same welcomes as in the other resorts. Maybe just post Holidays burn out.