BCV: Very Disappointing Service

[vakamalua]

We stayed one night at BCV on points prior to recent DCL cruise; we were taking the DCL transfer from the resort the next morning.

We didn't arrive at BCV until after midnight; I had done online check-in to expedite things since we were getting in so late and would be tired. The front desk CM kept hemming and hawing as he looked at his computer for a lengthy time and asking us weird questions like, 'Didn't you pick up your keys earlier?"
Finally, I said that I had done online check-in--he looked at me in great surprise and then left us for another lengthy period before coming back with our package.

I then asked him for a copy of the letter that DCL passengers get explaining what time our bags were to ready and when/where to meet the bus. He said he had no information about DCL. I requested he call someone immediately to find out so we could get to bed knowing what to do in the morning (by this time it was about 1:00 am). He made a call and gave us some times which were slightly inaccurate since we didn't trust him by this time and got up early to check. The whole time another CM was behind the desk doing nothing and never bothered to find out if he could help.

The next morning at 10:00 am, I asked a concierge CM (in training) where I could get a sit-down a la carte breakfast. She said she didn't know what 'a la 'carte' meant. I explained and she suggested getting a burger at Beaches and Cream! Finally another CM came over and said to go to Captain's Grill.

Walking to the restaurant, we could see that 2/3s of the tables were empty however the hostess said there was a 45-60 minute wait because of the long waiting list. When I asked her where all the people on the waiting list were (there was no one nearby) and why she wasn't seating them at all the empty tables, she said "Have a nice day" and turned her back to me.

That's THREE awful CM experiences in the 10 HOURS we were at BCV. I talked to the Manager and she listened, apologized and took my feedback seriously but I'm gun shy about going back to BCV. I must say it was the least 'magical' experience I've probably ever had at Disney.

 

[Deb & Bill]

We stayed one night at BCV on points prior to recent DCL cruise; we were taking the DCL transfer from the resort the next morning.

We didn't arrive at BCV until after midnight; I had done online check-in to expedite things since we were getting in so late and would be tired. The front desk CM kept hemming and hawing as he looked at his computer for a lengthy time and asking us weird questions like, 'Didn't you pick up your keys earlier?"
Finally, I said that I had done online check-in--he looked at me in great surprise and then left us for another lengthy period before coming back with our package.

I then asked him for a copy of the letter that DCL passengers get explaining what time our bags were to ready and when/where to meet the bus. He said he had no information about DCL. I requested he call someone immediately to find out so we could get to bed knowing what to do in the morning (by this time it was about 1:00 am). He made a call and gave us some times which were slightly inaccurate since we didn't trust him by this time and got up early to check. The whole time another CM was behind the desk doing nothing and never bothered to find out if he could help.

The next morning at 10:00 am, I asked a concierge CM (in training) where I could get a sit-down a la carte breakfast. She said she didn't know what 'a la 'carte' meant. I explained and she suggested getting a burger at Beaches and Cream! Finally another CM came over and said to go to Captain's Grill.

Walking to the restaurant, we could see that 2/3s of the tables were empty however the hostess said there was a 45-60 minute wait because of the long waiting list. When I asked her where all the people on the waiting list were (there was no one nearby) and why she wasn't seating them at all the empty tables, she said "Have a nice day" and turned her back to me.

That's THREE awful CM experiences in the 10 HOURS we were at BCV. I talked to the Manager and she listened, apologized and took my feedback seriously but I'm gun shy about going back to BCV. I must say it was the least 'magical' experience I've probably ever had at Disney.

Actually, none of these happened at the BCV. The first happened at the BC check in desk (which is shared with the villas). The second happened in the BC lobby. The third happened at the YC.

 

[disneynutz]

You must not get out much.

This isn't a problem at just one resort, unfortunately this is the world that we live in today. Disney changed their CM policies a few years ago. Less training, fewer full time employees, more collage rotational employees, more part time and temporary employees and more outsourcing, all to save a buck.

Don't get me wrong, there are still some great CM's but they are the minority and if you can get them to tell it like it is, most are beaten down and not happy with their work environment.

On a side note, our standing joke at home is how our drive through food order will be screwed up. Happens 3 out of 4 times no matter which restaurant we use so it not just a Disney issue, it's a people issue.

Bill

 

[luvdamouse91]

Actually, none of these happened at the BCV. The first happened at the BC check in desk (which is shared with the villas). The second happened in the BC lobby. The third happened at the YC.

 

[carlton the bear]

Actually, none of these happened at the BCV. The first happened at the BC check in desk (which is shared with the villas). The second happened in the BC lobby. The third happened at the YC.

Is BCV not part of WDW? What does it matter if one, two, three, or none of these incidents occured or didn't happen within the halls of BCV? The OP had a bad experience at WDW, and that's all that counts. I don't thnk she was "slamming" DVC.
Also, unless BCV has their own dedicated check-in or separate lobby, where did you expect the OP to go?

 

[bobbiwoz]

I think sometimes the night help isn't up to par with the day help. Did you have an original copy of the cruise letter? You were right to get up early and find out for yourself the time. It may be that at 1AM, the people who would know the answer weren't available. DCL has a desk at the BC, or it used to have, and the CM there would have been the one to answer that question.

I imagine that the restaurant wasn't fully staffed and perhaps your use of French made the original CM feel a bit stupid. That person in training may not have heard the phrase before, and perhaps felt flustered.

 

[CarolMN]

Is BCV not part of WDW? What does it matter if one, two, three, or none of these incidents occured or didn't happen within the halls of BCV? The OP had a bad experience at WDW, and that's all that counts. I don't thnk she was "slamming" DVC.
Also, unless BCV has their own dedicated check-in or separate lobby, where did you expect the OP to go?

It's easy to assume the OP was upset with DVC given the title of the thread - BCV: Very Disappointing Service. She/He also chose to post on the DVC-Resorts Forums, instead of on the main Resorts Forum.

I think Deb & Bill was just pointing out that the incidents were really not specifically DVC-related and could have happened to any WDW guest.

OP - sorry for your experience. Hope you had a good time on the cruise.

 

[bumbershoot]

It's easy to assume the OP was upset with DVC given the title of the thread - BCV: Very Disappointing Service. She/He also chose to post on the DVC-Resorts Forums, instead of on the main Resorts Forum.

I think Deb & Bill was just pointing out that the incidents were really not specifically DVC-related and could have happened to any WDW guest.

OP - sorry for your experience. Hope you had a good time on the cruise.

Yep. The OP is concerned about going back to BWV because of these things, but none of these were at the villas. If you're disappointed with something and it might change your future choices, it's important to know what, exactly, to be wary of!



I know what "a la carte" means, but if you were asking me about a "sit-down a la carte breakfast" I'd be a little confused. You're basically asking for a non-buffet place. So...a normal table service restaurant.

When you have done online checkin, it's VITAL that you tell them that! They don't even look in their computer first; they just go to the rack/cabinet/whatever of pre-made portfolios to get your stuff. By NOT telling them that you had done online checkin, honestly, IMO and in my experience, YOU were the problem. You're not letting them know information that will *change their procedures*, which is what caused the delay and confusion. It's not something to "finally" tell them; it's something to lead with.


As for asking the host where the other people are...that just shows a lack of understanding of restaurants. I don't know about THAT restaurant, but at Big River, they gave us a beeper. So we didn't have to stay right in that exact area. Could have been the same for the restaurant where you were. And just because you see empty tables doesn't mean that that section is open. Perhaps some of the staff was hit with a nasty cold and many servers couldn't come in? If they can't come in, they can't open those sections. Just a fact of restaurants, that empty tables doesn't mean anything, especially if you see a BIG empty section...that probably means there's no staffing for that section, and you should just ignore it.

 

[DVC~OKW~96]

We stayed one night at BCV on points prior to recent DCL cruise; we were taking the DCL transfer from the resort the next morning.

We didn't arrive at BCV until after midnight; I had done online check-in to expedite things since we were getting in so late and would be tired. The front desk CM kept hemming and hawing as he looked at his computer for a lengthy time and asking us weird questions like, 'Didn't you pick up your keys earlier?"
Finally, I said that I had done online check-in--he looked at me in great surprise and then left us for another lengthy period before coming back with our package.

I then asked him for a copy of the letter that DCL passengers get explaining what time our bags were to ready and when/where to meet the bus. He said he had no information about DCL. I requested he call someone immediately to find out so we could get to bed knowing what to do in the morning (by this time it was about 1:00 am). He made a call and gave us some times which were slightly inaccurate since we didn't trust him by this time and got up early to check. The whole time another CM was behind the desk doing nothing and never bothered to find out if he could help.

The next morning at 10:00 am, I asked a concierge CM (in training) where I could get a sit-down a la carte breakfast. She said she didn't know what 'a la 'carte' meant. I explained and she suggested getting a burger at Beaches and Cream! Finally another CM came over and said to go to Captain's Grill.

Walking to the restaurant, we could see that 2/3s of the tables were empty however the hostess said there was a 45-60 minute wait because of the long waiting list. When I asked her where all the people on the waiting list were (there was no one nearby) and why she wasn't seating them at all the empty tables, she said "Have a nice day" and turned her back to me.

That's THREE awful CM experiences in the 10 HOURS we were at BCV. I talked to the Manager and she listened, apologized and took my feedback seriously but I'm gun shy about going back to BCV. I must say it was the least 'magical' experience I've probably ever had at Disney.

The Beach Club was the first resort we ever stayed at. As a result, it's our favorite.

Now, the DVC piece? That's another story. We had a similar experience to you upon check in (some time ago now, we don't stay there often).

The check in was so poor that the manager (unprompted) gave us vouchers for a complimentary dinner at the same restaurant. It was one of the worst (albeit funny) restaurant experiences we ever had at any Disney restaurant.

At one point a server from another table was bent over at the waist YELLING down the little aisle at her table! That's when it really started to get funny and we started the "Are we really at Disney game?" It took two hours to get our food that night. When we went back to complete our check in we were asked about dinner. We burst out laughing and told the CM that she'd not believe us if we told her.

We have come to wonder if the BC "people" treat the DVC guests differently?? Not sure, but just wondering.

So yes, I do get that your concern was with DVC. How could it not be?

Oh, and a la carte, while "French" is so familiar to the American language that no one in service should not know or understand the meaning.

 

[beachclub]

one single person is missing from the beach club that made the beach club the ophimy of the resorts. Art Lark.
The service there is not the same without him here.
Each time we walk through those doors we hope to see him thinking it
was a bad dream but we dont.

His preasence alone was nothing but positive customer service to all the cast memebers that surrounded him.

By the way the reason for the 2/3rds empty and you having to wait for that table is easy, there was not enough staff to seat everyone at every single table. This is not a beachclub or yacht club specific issue...its a corperate issue cause the exec's want to line their pockets more so they go with as little cast members as they can get away with for the "bottom line"
This is now an accepted way of doing business in this great country we live in

We stayed one night at BCV on points prior to recent DCL cruise; we were taking the DCL transfer from the resort the next morning.

We didn't arrive at BCV until after midnight; I had done online check-in to expedite things since we were getting in so late and would be tired. The front desk CM kept hemming and hawing as he looked at his computer for a lengthy time and asking us weird questions like, 'Didn't you pick up your keys earlier?"
Finally, I said that I had done online check-in--he looked at me in great surprise and then left us for another lengthy period before coming back with our package.

I then asked him for a copy of the letter that DCL passengers get explaining what time our bags were to ready and when/where to meet the bus. He said he had no information about DCL. I requested he call someone immediately to find out so we could get to bed knowing what to do in the morning (by this time it was about 1:00 am). He made a call and gave us some times which were slightly inaccurate since we didn't trust him by this time and got up early to check. The whole time another CM was behind the desk doing nothing and never bothered to find out if he could help.

The next morning at 10:00 am, I asked a concierge CM (in training) where I could get a sit-down a la carte breakfast. She said she didn't know what 'a la 'carte' meant. I explained and she suggested getting a burger at Beaches and Cream! Finally another CM came over and said to go to Captain's Grill.

Walking to the restaurant, we could see that 2/3s of the tables were empty however the hostess said there was a 45-60 minute wait because of the long waiting list. When I asked her where all the people on the waiting list were (there was no one nearby) and why she wasn't seating them at all the empty tables, she said "Have a nice day" and turned her back to me.

That's THREE awful CM experiences in the 10 HOURS we were at BCV. I talked to the Manager and she listened, apologized and took my feedback seriously but I'm gun shy about going back to BCV. I must say it was the least 'magical' experience I've probably ever had at Disney.

 

[beachclub]

We've stayed here on our DVC and stealth ( non dvc room paying cash)
and i can kinda, just a little bit say that I did get treated better as a paying guest...
For example...This last trip we did a cast member greeted us under the Port a coche, how he knew it was us i have no idea, but he knew exactly who we were, took us inside, came to the check in desk, stayed with us while we checked in and waited till after we got away from the check in desk to say good bye....

Trip prior to that when I know they were doing this meet and greet thing at the time too.....was in april when we just walked right by and inside to check in with no greeting at all....this was on our DVC points...
So yes they do treat dvc and non dvc stays differently

We have come to wonder if the BC "people" treat the DVC guests differently?? Not sure, but just wondering.

So yes, I do get that your concern was with DVC. How could it not be?

Oh, and a la carte, while "French" is so familiar to the American language that no one in service should not know or understand the meaning.

 

[palhockeymomof2]

When we arrived in september at BCV we were greeted as we got off the magical express and escorted to the front desk to check in...we were staying on our points

 

[disneydenisel]

Sorry to read about the OP's less-than-magical experience near the BCV . In the past when we have arrived very late, the CMs have been very unhelpful, sleepy, or bored. My check-in has never really gone smoothly in any of our five trips to BCV, but this time (Saturday) was our easiest check-in and it was probably because we arrived at 8:00 PM instead of 11:30 PM. I did the online check-in and our keys were all ready so aside from the music being so loud that I couldn't actually hear the CM talking to me, everything went smoothly.

I was at the Marketplace and the CM there was not friendly like some of the others, but I have to say that Mousekeeping has been superb with amazing towel animals to greet my delighted DS9 and DD12 and DH ! We did have a CM wake us all up with pillows even though the privacy signs (two of them) were out, but hey, we are having SO much fun, it didn't bother me for more than two minutes.

I hope that the OP's cruise is wonderful .

 

[OhioDVC]

People expect too much. When I go someplace new I research everything before I go. The front desk staff is suppose to be knowledgeable about their resort, not the resort you are going to next.

 

[rmcildw2m]

That is sad that it happened to you and your family .That place looks nice but don't think I will be staying there either .

 

[jade1]

That place looks nice but don't think I will be staying there either .

This is great advice for everyone, and I mean everyone.

 

[CMOORE185]

People expect too much. When I go someplace new I research everything before I go. The front desk staff is suppose to be knowledgeable about their resort, not the resort you are going to next.

I disagree with you on this issue. A great number of people stay at WDW the day before the cruise and arrange for pickup by DCL transportation. It is important that the luggage is properly tagged and put out at the correct time. All resort staff is aware of this and should be able to answer any questions regarding this issue.

 

[OurDogCisco]

I disagree with you on this issue. A great number of people stay at WDW the day before the cruise and arrange for pickup by DCL transportation. It is important that the luggage is properly tagged and put out at the correct time. All resort staff is aware of this and should be able to answer any questions regarding this issue.

I agree with you.

Personally, if the online check-in is an issue with the front desk, the front desk's first question should be "did you do online check-in?" How hard is that. Why is it always the customers fault for not knowing. The customer asked and an answer should be figured out. Otherwise, they wouldn't have asked. I always feel like Disboard readers expect you to know everything about how a company is run before you complain. Sorry I'm on vacation I don't need to learn how to run things.

As for the OP your question about the ala carte sitdown breakfast is a little confusing. No offense but my husband does this all the time and tries to use weird phrases for different things. So, I can totally see the CM being flustered at your comment. As a result I don't think you read body language very well. And, who would tell someone how to do their job too? I'm sure you wouldn't like it either. What did you expect the hostess to say, "let me seat you now". I would have turned my back on to you too. Just a tip I learned on my last trip, when I wanted to eat somewhere I just went online with my smartphone and made a reservation. It was very easy.

You are on vacation.... Enjoy it!!! Don't sweat the small stuff.

 

[norm&linda]

We have points there - we've stayed twice - once on points and once cash.

We have been treated wonderfully. Including the time when we went stupidly to Downtown Disney for shopping on our check out day and missed our magical express reservation time. The BCV ordered us airline limo and paid for it.

Sorry you had such a bad experience.

 

[Sammie]

This is great advice for everyone, and I mean everyone.

You ain't fooling anyone,