I am a huge DVC fan. Have gotten friends to join because of my enthusiasm. But this is my first negative post. I hope it will give information to other DVC members.
This trip is a very special occasion. 3 of the four grandparents in our family are turning 70 this year. We've planned this for some time. I'm using a lot of points to take everyone.
My disappointment about the expansion was abated when DVC said they'd refund 2nights. But I wanted to make sure things like the Starlit Hui (which people have raved about) and the breakfast buffet (which I always enjoy at Hawaiian resorts) would be offered.
According to the Aulani, it's website is lacking or out right wrong in so many ways.
1. Starlit Hui will be closed for one month beginning Sept 13. We arrive on the 24th.
2. And a regular breakfast buffet is no longer available except on Mondays. You must now pay for the more expensive Character breakfast buffet. None of us wants a character experience. I want to pay for what's offered on their website. A breakfast buffet which is seemingly standard in the nicer resorts in Hawaii. Because the grandparents have some dietary restrictions, and because we all enjoy lavish breakfast buffets when we travel, this is important to us.
3. There will be no more Movie nights during this time period.
4. The spa no longer offers the $45/day entrance for their hydrotherapy baths, jacuzzi, saunas, etc. This is not my thing, but it is what the elderly family members would have enjoyed. Now one must pay for a spa treatment that is at least 50minutes long to gain access to the hydrotherapy area. And these are just the activities I specifically asked about.
I am upset right now because the hotel operator (didn't get his name) was rude. He basically told me this happens all the time at Disney resorts and they are trying to get used to the way Disney does things. So suck it up. When I asked for an email address or phone number to submit a suggestion, he put me on hold then hung up. When I called back someone else answered.
I've traveled to many DVC resorts, and this has not happened. I know Aulani is new. I want to be understanding but Disney should be more accommodating during this period of time when so much has changed from what was advertised on their website. This is BAIT AND SWITCH.
I would suggest they lower the cost of the character breakfast buffet which will now be 6 days/week to the regular buffet breakfast since you no longer have a choice. This would be about $300 savings for us.
During their expansion, Aulani should continue to allow the $45 a day spa entrance.
The Movie night at the least, if not Starlit Hui too, should be temporarily set up in a location away from the construction. Pitch a blow up movie screen near the beach or something. Surely, Disney can come up with something than just saying the activities advertised on our website, brochures, and by our cast members is no longer offered at that time. Too bad.
At the least, Disney should have been more forthcoming and detailed with the degree to which Aulani's guests would be affected during their expansion. When did they know about this anyway? Why didn't they tell us sooner?
Furthermore, Disney should better train their hotel operators/cast members about customer/member service.
In the end, this is a celebration for our family members so we will have a wonderful time, but as the organizer, I wish I had not told everyone about these activities that even the most physically limited member could enjoy.
Does anyone know where I can submit suggestions and if it's even worth my time?