Engineering problem at BWV - moved to BWI?

[Fantasmic303]

We checked in at BWV today and had a couple of odd things come up. First, they had no record of my online check in, even though I had texts from earlier this week confirming that I had. No big deal. Then the reservation noted a remaining balance, even though we paid with points. Manager came and did an override on it, no big deal.THEN when I went to sign approval for room charges, I noticed it was listed as a BWI water view...that part I questioned. They told us there was an engineering problem with our room and we had to be moved.

None of this would be a big deal except that we travel with my mom, who really enjoys being in the room to watch the action on the boardwalk. She sits on the balcony with a snack while we run around the parks, and she loves it - that's why we're always careful to book 11 months out. I told the desk this, and they assured me that it would be a boardwalk view. I also asked about the fridge bc a kitchenette is used a lot by my family, and he said there would be a fridge...I should have been more specific.

The room is lovely, really pretty and spacious, but the balcony overlooks the green (NOT the boardwalk or water) and there is no microwave. I'm not unhappy with the room, I just feel like it's not what we booked. I called member services to see if we could request a points adjustment, and they directed me to speak to the manager. I don't want to make a big dramatic deal about it (especially bc the view is something my mom can desk with and the room itself is fine) but the kitchenette is a bigger inconvenience for us.

Anyone have any experience or advice? I'm currently waiting for a call back from the manager.

 

[jerseyduke]

It is not the same situation, but I was at the POLY last December and my room was awful!

I complained about it on day two...they credited me for the night of day 1, and said they would get it cleaned.

We ended up moving to PORS out of pure disgust on about day 4.

My advice....Be Polite, but COMPLAIN!

You reserved something specific. You were not given it. While it may not be Disney's fault, it certainly should not be YOUR problem.

 

[DebbieB]

We checked in at BWV today and had a couple of odd things come up. First, they had no record of my online check in, even though I had texts from earlier this week confirming that I had. No big deal. Then the reservation noted a remaining balance, even though we paid with points. Manager came and did an override on it, no big deal.THEN when I went to sign approval for room charges, I noticed it was listed as a BWI water view...that part I questioned. They told us there was an engineering problem with our room and we had to be moved.

None of this would be a big deal except that we travel with my mom, who really enjoys being in the room to watch the action on the boardwalk. She sits on the balcony with a snack while we run around the parks, and she loves it - that's why we're always careful to book 11 months out. I told the desk this, and they assured me that it would be a boardwalk view. I also asked about the fridge bc a kitchenette is used a lot by my family, and he said there would be a fridge...I should have been more specific.

The room is lovely, really pretty and spacious, but the balcony overlooks the green (NOT the boardwalk or water) and there is no microwave. I'm not unhappy with the room, I just feel like it's not what we booked. I called member services to see if we could request a points adjustment, and they directed me to speak to the manager. I don't want to make a big dramatic deal about it (especially bc the view is something my mom can desk with and the room itself is fine) but the kitchenette is a bigger inconvenience for us.

Anyone have any experience or advice? I'm currently waiting for a call back from the manager.

I don't think a resort manager can adjust points. If you don't get any satisfaction from him, I would call member services back. I wouldn't call it equivalent - most boardwalk view studios have a fireworks view, which you wouldn't get in that room. Plus no kitchenette.

 

[jekjones1558]

I don't think a resort manager can adjust points. If you don't get any satisfaction from him, I would call member services back. I wouldn't call it equivalent - most boardwalk view studios have a fireworks view, which you wouldn't get in that room. Plus no kitchenette.

If you had to be moved to BWI, I think they should have put you in a club level room. Since they didn't I think you deserve some adjustment of some kind. Points would be the best but if the manager can't do that then he should be able to do a cash credit to your account that you could use while you are there. Or he could give you some comp tickets. Once many years ago when we had a major room problem during a big family trip at BWV the manager gave me a one day ultimate hopper ticket for each of the 14 people in our group. The tickets don't expire for another 10 years and I still have a few left. Those one day tickets have come in very handy. Be nice but firm. Good luck.

 

[tinkfan]

We had a water leak problem with our GV at Boardwalk several years ago. Since there are only 5 or 6 of them, there wasn't another available to move us to. We ended up having endure the use of industrial sized fans and a horrible chemical smell for more than a day while they tried to dry out the carpet. The manager was able to refund us 1 nights worth of points.

They should definately do something for you in this situation. Good luck and let us know the outcome.

 

[KAT4DISNEY]

Things happen but I do think they should be doing their best to provide equivalent accommodations or if that weren't possible then better. And I'd walk down to the desk and not call.

Don't the resorts have microwaves that they could provide? Or maybe they just used to but I would inquire about getting one (and it should be complimentary).

I'd also ask again about a room with a boardwalk view - the equivalent of what you had reserved.

 

[Fantasmic303]

Thanks for all the replies - sometimes it's hard to tell if we're overreacting in our quest for the "perfect" vacation, so it's nice to get some perspective.

I eventually got a phone call from a manager who said that we could request a microwave for the room. She also offered to move us down a few rooms into an actual Boardwalk view, and the room is very nice. Still no fireworks view or waking up to Spaceship Earth out the window, but nice.

Wish I had pushed a little harder, but trying to just enjoy the fact that I'm here!

 

[disneynutz]

Contact DVC Member Satisfaction at:

dvcmembersatisfactionteam@disneyvacationclub.com

Bill

 

[RachaelA]

I would still email member services or talk to a manager again about some sort of credit. That's still not a comparable room and I completely understand being a bit upset.

 

[LSchrow]

ditto what the others said, but i would add to go to the lobby and speak to the resort manager in person.
village green view is not comparable to BW view (we are BW view addicts also ) , and a mini-fridge doesn't make a kitchenette.

of course, be reasonable but firm - as jean said, a club level room would have been a fair alternative, otherwise a credit and/or points back are only reasonable. if you don't get a fair resolution from the resort manager, definitely contact MS.

hope you are having a fantastic time otherwise

 

[spruce]

Do you get daily housekeeping? That's worth something. They brought a microwave. I think you said they moved you off the green. Is the room in better condition then a dvc studio? Bummer this happened, what would make it right for you? It sounds like they are sorry but are trying to be accomadating. Engineering issues happen. I hope you have a nice trip regardless.
It's fascinating that many say, oh you should get this or that. What if they were all booked and you got sent to a completely different resort, ssr, etc. Now that would be upsetting. Roll with it, complain if you like but don't let it ruin your trip. The damage is done I guess you could push for some sort of compensation but again, the damage is done.

 

[wordwitt]

I empathize with you. I am not a boat-rocker, either, but it's not comparable, and I would also be disappointed. I second, third, and fourth what others here have said. At least, nicely, try to get more for your inconvenience. And, for the record, what the HECK is an "engineering problem"? We are due at BWV in a little over a month, and I hope they get it sorted out. LOL.

 

[goofy4tink]

I wouldn't be happy either. You booked a boardwalk studio, right? Well, being moved to the Inn, in a regular room isn't going to make up for that. I book a studio when I need that kitchenette!! That's a huge deal for me. So yep, I would be talking to someone about it. I don't like daily housekeeping, which is one reason that DVC works for me.
Not sure what they should do for you..perhaps a nice credit on your account or adjust your points...giving you back a few nights worth of points since you didn't get a DVC stay.

 

[LSchrow]

Do you get daily housekeeping? That's worth something. They brought a microwave. I think you said they moved you off the green. Is the room in better condition then a dvc studio? Bummer this happened, what would make it right for you? It sounds like they are sorry but are trying to be accomadating. Engineering issues happen. I hope you have a nice trip regardless.
It's fascinating that many say, oh you should get this or that. What if they were all booked and you got sent to a completely different resort, ssr, etc. Now that would be upsetting. Roll with it, complain if you like but don't let it ruin your trip. The damage is done I guess you could push for some sort of compensation but again, the damage is done.

i don't think anyone said that it would ruin their trip .
we do use the kitchenette (microwave, toaster, separate sink, larger fridge, paper dishes/bowls, etc), and BW view is important enough that we will (and have) change our dates if not available.
daily HKing is not something many DVCers want anyway (we put out the DND sign for most days when at a regular resort - a we need are fresh towels, which we ask and tip for).
i agree that problems can occur that put rooms out of service, but the point is that the OP didn't get a comparable room. i don't condone compensation for every little "bump" (and have never asked for any personally), but imho, the OP's situation warrants it - club level would have helped make up for the lack of kitchenette.

 

[lisaviolet]

It doesn't make one pushy to have firm boundaries about what is or what is not okay. Rooms go down. Totally understandable on their part.

But you are not in a comparable room and that would not be okay with me at all. And I'm a fair and nice person. There doesn't need to be any confrontation at all. It's just really simple to me. My words will be I fully understand that you were in a situation where you needed to move me out of BWVs - BW view. However, I fully expect some form of comparable compensation. You do not have one and adding a microwave just doesn't cut it.

Disney does best when you list what you think that is. I would absolutely suggest a higher level room at BWI (possibly concierge) or a dining plan added. Or points put back.

_________________________________

I wish I could pop on over and do it for you - I'm totally skilled at it. Firm, straightforward yet unrelenting and make sure they know I understand their side as well. Too bad I'm not Samantha from Bewitched - I would be right on over. Insert smile!!!!

 

[shortypots]

We had an issue at SSR and had to call maintenance 3 separate times in 1 day for bad air conditioning unit. DH likes the room particularly cold and we determined that it kept tripping the breaker. We were only there two nights so we really didn't want to switch rooms. So we called the manager and they gave us a 1 nt credit. It was a 1 bd unit so it was a decent # of points. Can't remember when exactly this was, but it was nice to get a night's credit.

Keep us posted on what you decide to do.

 

[spruce]

i don't think anyone said that it would ruin their trip .
we do use the kitchenette (microwave, toaster, separate sink, larger fridge, paper dishes/bowls, etc), and BW view is important enough that we will (and have) change our dates if not available.
daily HKing is not something many DVCers want anyway (we put out the DND sign for most days when at a regular resort - a we need are fresh towels, which we ask and tip for).
i agree that problems can occur that put rooms out of service, but the point is that the OP didn't get a comparable room. i don't condone compensation for every little "bump" (and have never asked for any personally), but imho, the OP's situation warrants it - club level would have helped make up for the lack of kitchenette.

Well, if I showed up and didn't get what I expected I'd have 3 choices, accept it, push for some after the fact compensation that won't fix the disappointment I was already feeling, plus I'd be wasting my vacation time chasing it, or just be plain p***** off. The last 2 have the greatest chance of ruining my vacation.
The bvi rooms are nice. Bwv did the best they could with a bw view, microwave and fridge. I'm sure they'd provide paper products if asked for given the circumstances.
If a free meal, a points return, club level, what ever, makes a guest feel better then great, but it doesn't make the guest whole because the damage, or tainted magical experience has been done.
I've spent 2 days on a vacation on crap like this and my point is it is not worth it, roll with it, have a nice vacation, ask for the moon if you want but it won't replace what you lost.

 

[lisaviolet]

Well, if I showed up and didn't get what I expected I'd have 3 choices, accept it, push for some after the fact compensation that won't fix the disappointment I was already feeling, plus I'd be wasting my vacation time chasing it, or just be plain p***** off. The last 2 have the greatest chance of ruining my vacation.
The bvi rooms are nice. Bwv did the best they could with a bw view, microwave and fridge. I'm sure they'd provide paper products if asked for given the circumstances.
If a free meal, a points return, club level, what ever, makes a guest feel better then great, but it doesn't make the guest whole because the damage, or tainted magical experience has been done.
I've spent 2 days on a vacation on crap like this and my point is it is not worth it, roll with it, have a nice vacation, ask for the moon if you want but it won't replace what you lost.

Huh? It takes minutes to explain to a manager what you fully expect in this situation. It certainly doesn't ruin my vacation. And if straight to the point and firm it's not remotely time consuming to negotiate with a manager.

And yes comparable compensation does help me feel better despite initial disappointment. It makes me feel heard and valued as a customer.

I'm all for not misusing valuable vacation time as well or not staying frustrated.

 

[goofy4tink]

Well, if I showed up and didn't get what I expected I'd have 3 choices, accept it, push for some after the fact compensation that won't fix the disappointment I was already feeling, plus I'd be wasting my vacation time chasing it, or just be plain p***** off. The last 2 have the greatest chance of ruining my vacation.
The bvi rooms are nice. Bwv did the best they could with a bw view, microwave and fridge. I'm sure they'd provide paper products if asked for given the circumstances.
If a free meal, a points return, club level, what ever, makes a guest feel better then great, but it doesn't make the guest whole because the damage, or tainted magical experience has been done.
I've spent 2 days on a vacation on crap like this and my point is it is not worth it, roll with it, have a nice vacation, ask for the moon if you want but it won't replace what you lost.

I have to tell you...if I had booked a boardwalk view studio, and got to BW to find that I was being moved to the Inn side? It wouldn't be pretty if my dh was with me, that's for sure. I paid for DVC for the things I get in a DVC villa. Moving me to an Inn room and sticking in a fridge and a micro just wouldn't get it done for me. I want the kitchenette I booked. I want the sofa and queen bed. I don't want two beds. I want the view of the boardwalk facing towards Epcot. Being in the Inn is not going to make any of that happen.
I don't feel that my taking 30 mins to find the manager, explain my issues and possibly be reimbursed for the change is out of line. If they can't find a one bedroom that is available for no more points, then either give me back some of the points I used to book the studio or give me a credit to my room account. That is not something that is unbelievable to ask for.
I think that sometimes people figure 'oh, I'm in WDW. I'll take whatever I'm given since I'm so happy to be here.' Sorry but that's not what I booked.

 

[cwdefouw]

As other posters have mentioned, what you got is not comparable to what you paid for. An inn room with a fridge, is not a studio with a BW view. They should have at least offered club access if a club room was not available, then you could have had your breakfast there etc. That would have made the bump down in the level of the room more agreeable, although you would still have been out of the view.

We had something similar happen to us a few years back. We had booked a two bedroom villa at the BCV. Then when we check-in they tell us they are overbooked because of a convention and there is no villa available (after all these years, still not sure how that happened or if that was even the actual reason). We were 6 adults and we had stopped at the grocery on the way to the resort and bought food to cook in the villa. They started discussing among themselves what to do, (a manager was involved at this point). Eventually they put us in the "Captain's Deck" room at the Yacht Club. This is the room that Eisner used to stay in when we was on property. It is a huge two bedroom suite, with a catering kitchen and a dining room. Catering kitchen means no stove, microwave and full size fridge only. We told them about the pre-purchased food. They then provided club access for the whole stay and comp'd buffett breakfast at the Yacht Club Galley for the whole stay.

We felt they went above and beyond what they needed to do to provide equivalent accomodations. My parents were staying in FL at the time so they took all the prepurchaed food that we didn't / couldn't use home with them.

The OP should definitely follow up on this and at least ask for club access, that is really the least the resort should do.