Polynesian DVC Disappointment

[Dean]

So if DVC "designates" a studio as a 1 bedroom, and charges me for a 1 bedroom, and then I arrive and it's a studio, that's OK, I should pay for the 1 bedroom because DVC designated it as such. Gee, maybe I should pay for a room at Aulani, and they send me to HHI, because they're "designating" the HHI as being in Oahu.

I know you're trying to make the point you didn't get what you paid for but those examples are absurd and not applicable. Unless you were assigned a room in the standard category for some reason, you actually did get what you paid for. Specific views are not guaranteed. This is how timeshares work differently than cash reservations. So unless they were going to agree and change the designation of that room, they should not have refunded the points. It sounds like they did so because it was easier than arguing, not as acknowledgement that you were correct.

 

[carlbarry]

I know you're trying to make the point you didn't get what you paid for but those examples are absurd and not applicable. Unless you were assigned a room in the standard category for some reason, you actually did get what you paid for. Specific views are not guaranteed. This is how timeshares work differently than cash reservations. So unless they were going to agree and change the designation of that room, they should not have refunded the points. It sounds like they did so because it was easier than arguing, not as acknowledgement that you were correct.

I didn't argue. I contacted Member Services when I returned home, and stated that I had paid extra for a mountain view room, but the room overlooked a parking garage. I was told that they are re-categorizing the rooms, and they refunded my 1 point per night for 7 nights. As a business, DVC is in business to satisfy the customers. Customers are not in the business of being hoodwinked by a company and thinking, "Oh well, DVC is doing me a favor, so I'll just accept being ripped off."

 

[Dean]

I didn't argue. I contacted Member Services when I returned home, and stated that I had paid extra for a mountain view room, but the room overlooked a parking garage. I was told that they are re-categorizing the rooms, and they refunded my 1 point per night for 7 nights. As a business, DVC is in business to satisfy the customers. Customers are not in the business of being hoodwinked by a company and thinking, "Oh well, DVC is doing me a favor, so I'll just accept being ripped off."

If they are reclassifying rooms and that room is affected, that's one thing, one I stated up front. I didn't say you argued, however, you were complaining else you would not have contacted them and that's often what they get in that situation. We weren't there, we don't know how it was approached. Without the refund you wouldn't have been ripped off. I know you believe differently but you didn't pay for a view, you paid for a room within a view category. If they reclassify them they will likely reallocate so that that the standard goes up and they are the same but we'll see if it actually happens. DVC often gives points back when they shouldn't, many times in far more inappropriate situations than this. They would have far less issues if they just planned ahead and were consistent. In this case a simple statement of actual view cannot be guaranteed would have made this a non issue, or should have.

 

[carlbarry]

If they are reclassifying rooms and that room is affected, that's one thing, one I stated up front. I didn't say you argued, however, you were complaining else you would not have contacted them and that's often what they get in that situation. We weren't there, we don't know how it was approached. Without the refund you wouldn't have been ripped off. I know you believe differently but you didn't pay for a view, you paid for a room within a view category. If they reclassify them they will likely reallocate so that that the standard goes up and they are the same but we'll see if it actually happens. DVC often gives points back when they shouldn't, many times in far more inappropriate situations than this. They would have far less issues if they just planned ahead and were consistent. In this case a simple statement of actual view cannot be guaranteed would have made this a non issue, or should have.

It's called "keeping the customer happy" and/or "the customer is always right."

 

[Dean]

It's called "keeping the customer happy" and/or "the customer is always right."

It's inappropriate in this situation because the customer is not always right. DVC is far too reactive in this situation. It's not fair to the rest who paid the real price for that room or for the other members who ultimately pay the compensation.

 

[carlbarry]

It's inappropriate in this situation because the customer is not always right. DVC is far too reactive in this situation. It's not fair to the rest who paid the real price for that room or for the other members who ultimately pay the compensation.

Maybe if everybody who is getting ripped off complained, the situation would be corrected. If someone has the attitude of, "DVC can do no wrong, they're doing me a favor, it's OK for them to mislead me," then they can get away if misrepresenting what they are charging for.

 

[Don Duck]

I see water....

I see water in a toilet as well, but it's not a "lake view." If someone pays for a LAKE view, but gets a view of another building (blocking the view of the lake), it would not be unreasonable for one to believe they paid for, but did not receive a lake view. Many years ago, I visited Washington, DC. I had a hotel reservation for four people, and requested a room with two QUEEN beds. When we checked in, we were assigned our room. Upon entering the room, we were surprised to see ONE king bed. We wondered whether the hotel thought we would notice!? On a more related comparison ... if you paid for a 1BR, 2BR or 3BR Grand Villa ... but received a DeLuxe Studio ... would you accept the room without any expectation of an adjustment?

 

[Slakk]

This EXACT thing happened to me at Bay Lake Towers when I was on the 3rd or 4th floor and had reserved for a Theme Park View. I was even more enraged as the people in front of me in line were magically upgraded to a high floor 1 Br theme park view and had paid for a Studio - they happened to be touring to buy. Oh yes they gave my room to people who they were trying to reel in.

I contact Member Services I contacted my guide. No one cared. Well I have sold off most of my points now and have moved to Marriott who actually handle room reservations in priority (Marriott Owners who own at the resort, Marriott Owners at other resorts, other timeshare owners, renters). Now I don't stress because I actually get what I paid for. Once DVC has your money they don't care.

 

[gdrj]

The best thing that you can do is understand the resort, the booking categories, the relationship between DVC and Disney resorts, and the fact that DVC was given those room to convert for a reason, cash guests would not put up with the view/location.

Another issue may be that only 40% of the rooms are declared into the association.
dvcmembersatisfactionteam@disneyvacationclub.com

Bill

I agree with the need to understand the resort and booking categories. I disagree that cash guests would not put up with view/location. The Hawaii building has similar views and is concierge,meaning even more money. The buildings prior to DVC had the same boat noise, the same distance to the main building and the same parking lot views or gardens views. If you look at the resort layout it makes the most sense for DVC to be located in the longhouses they are in.

 

[disneynutz]

I agree with the need to understand the resort and booking categories. I disagree that cash guests would not put up with view/location. The Hawaii building has similar views and is concierge,meaning even more money. The buildings prior to DVC had the same boat noise, the same distance to the main building and the same parking lot views or gardens views. If you look at the resort layout it makes the most sense for DVC to be located in the longhouses they are in.

According to Poly CM's they would assign the old DVC rooms last due to the guest complaints. Often those rooms would sit empty.

Bill

 

[gdrj]

According to Poly CM's they would assign the old DVC rooms last due to the guest complaints. Often those rooms would sit empty.

Bill

and on the boards there were complaints that they changes these rooms to DVC as some people loved these rooms, especially since they are larger and have balconies on all 3 floors. As we know there are always going to be people who like or dislike. You like OKW, it is one of my least favorite, but that's ok. Being able to have the 3 DVC building together to me makes sense. If you look at the layout of the resort which longhouses would you do instead? Moorea and Tokelau are two of the largest buildings accommodating more people enabling similar views from 1 end of a building to the other. Pago Pago with the parking lot nearby accommodates certain DVC members who want to be close to parking and that lot is an easy walk from all 3 buildings. The rooms are approx 50sq ft larger, all have balconies. I think that decisions are made for multiple reasons and not just because they can mess with DVC members. if you tell me better longhouses for DVC, I can probably give you reasons why they wouldn't work or what the complaints would be.

 

[freediverdude]

True, the only other option for a grouping of buildings to sell to DVC would have been the western buildings, Aotearoa, Fiji, and Tuvalu. There would have been pluses and minuses to that, but probably more minuses cost wise for DVC. It wouldn't have yielded as many units, because Fiji and Tuvalu are smaller buildings, and they would have had to retrofit balconies on all the second floors. The pluses are that those units would have been closer to the luau and the fitness center, but that's a plus for members not DVC. Also less parking lot views, which some would like, but all of those units would have been a long walk from parking, which might have caused complaints, and accusations that Disney was trying to force people into paying for valet. So looking at the overall picture, Disney probably picked the correct buildings.

 

[disneynutz]

True, the only other option for a grouping of buildings to sell to DVC would have been the western buildings, Aotearoa, Fiji, and Tuvalu. There would have been pluses and minuses to that, but probably more minuses cost wise for DVC. It wouldn't have yielded as many units, because Fiji and Tuvalu are smaller buildings, and they would have had to retrofit balconies on all the second floors. The pluses are that those units would have been closer to the luau and the fitness center, but that's a plus for members not DVC. Also less parking lot views, which some would like, but all of those units would have been a long walk from parking, which might have caused complaints, and accusations that Disney was trying to force people into paying for valet. So looking at the overall picture, Disney probably picked the correct buildings.

IMO DVD is given units or land to use that isn't performing as well as other units. At AKL DVC got the 5th and 6th floors, until DVC, AKL had a high vacancy rate. At BC DVC got a parking area behind the BC buildings with a limited view. At the Poly, buildings next to the TTC and ferry boat with limited lake views. VWL a building with limited views. OKW and SSR, condo style buildings away from the parks.

Bill

 

[kungaloosh22]

According to Poly CM's they would assign the old DVC rooms last due to the guest complaints. Often those rooms would sit empty.

Bill

The way I've seen this reported is that Disney would book the Pago Pago parking lot view rooms last. Otherwise, I'm one who always requested the buildings that are now DVC, in order to be close to TTC, have balconies/patios on all 3 floors, and larger rooms. Moorea and Tokelau have been my favorite longhouses for a long time, though Moorea 1st floor was certainly better before the bungalows were built.

 

[Dean]

This EXACT thing happened to me at Bay Lake Towers when I was on the 3rd or 4th floor and had reserved for a Theme Park View. I was even more enraged as the people in front of me in line were magically upgraded to a high floor 1 Br theme park view and had paid for a Studio - they happened to be touring to buy. Oh yes they gave my room to people who they were trying to reel in.

I contact Member Services I contacted my guide. No one cared. Well I have sold off most of my points now and have moved to Marriott who actually handle room reservations in priority (Marriott Owners who own at the resort, Marriott Owners at other resorts, other timeshare owners, renters). Now I don't stress because I actually get what I paid for. Once DVC has your money they don't care.

Marriott is very consistent and they do put forth effort in this area. Their core list is Owners at that resort using their weeks there, Marriott exchangers even at a resort they own at (including trust/points owners), cash then other exchangers. Multiple units or weeks trumps singles and you get the view type reserved with extremely limited exceptions like the resort is wide open. A couple of resorts ad a wrinkles or 2 including giving owners at that resort some additional priority if staying other than on the weeks they own. Some have some additional little quirks. Grande Ocean alternates higher vs lower floor for owners which normally translates to 3rd floor off year and 4th or 5th floor on other yeas. I'd say Bluegreen and Wyndham put more effort than DVC by far as well but are more variable than Marriott.

 

[DebbieB]

This EXACT thing happened to me at Bay Lake Towers when I was on the 3rd or 4th floor and had reserved for a Theme Park View. I was even more enraged as the people in front of me in line were magically upgraded to a high floor 1 Br theme park view and had paid for a Studio - they happened to be touring to buy. Oh yes they gave my room to people who they were trying to reel in.

I contact Member Services I contacted my guide. No one cared. Well I have sold off most of my points now and have moved to Marriott who actually handle room reservations in priority (Marriott Owners who own at the resort, Marriott Owners at other resorts, other timeshare owners, renters). Now I don't stress because I actually get what I paid for. Once DVC has your money they don't care.

They reallocated points after the complaints, theme park view now starts on the 5th or 6th floor.

 

[gdrj]

True, the only other option for a grouping of buildings to sell to DVC would have been the western buildings, Aotearoa, Fiji, and Tuvalu. There would have been pluses and minuses to that, but probably more minuses cost wise for DVC. It wouldn't have yielded as many units, because Fiji and Tuvalu are smaller buildings, and they would have had to retrofit balconies on all the second floors. The pluses are that those units would have been closer to the luau and the fitness center, but that's a plus for members not DVC. Also less parking lot views, which some would like, but all of those units would have been a long walk from parking, which might have caused complaints, and accusations that Disney was trying to force people into paying for valet. So looking at the overall picture, Disney probably picked the correct buildings.

Additional complaints would have included:
Rooms are too small and that they saved the larger rooms for cash guests who wouldn't put up with the smaller rooms, or no balconies.

Noise from the Luau. Complaint would be that cash guests wouldn't put up with it and Disney doesn't care what DVC members think, since they got their money already.

Least desirable area. It's on the other side of the marina, not easy to get to, too far from TT, and cash guests wouldn't put up with it.

Notice a trend

 

[Sammie]

Lake view and unobstructed lake view are not the same thing which I think some of you are thinking it should be. But then you could be like some quests/members that think trees obstructing your view should be cut down. If my room faces the lake and I see water even if bungalows are in that water, to me it is a lake/lagoon view.

 

[freediverdude]

Additional complaints would have included:
Rooms are too small and that they saved the larger rooms for cash guests who wouldn't put up with the smaller rooms, or no balconies.

Noise from the Luau. Complaint would be that cash guests wouldn't put up with it and Disney doesn't care what DVC members think, since they got their money already.

Least desirable area. It's on the other side of the marina, not easy to get to, too far from TT, and cash guests wouldn't put up with it.

Notice a trend

Yea I don't agree that the Tahiti and Tokelau buildings were somehow unpopular with cash guests and sat unused. Tahiti was one of the most popular buildings, because of the perfect castle views without paying for concierge and being close to the TTC. Yes Pago Pago probably wasn't a more popular building, but it's a small building and sits next to the other two, so it would have been difficult not to sell it along with the other two because of the way it's situated. I just think they need to lower the points for the parking lot side and increase the points for the 2nd and 3rd floor Moorea lake view, so people know what they're getting, since the views are so drastically different there.

 

[gdrj]

Yea I don't agree that the Tahiti and Tokelau buildings were somehow unpopular with cash guests and sat unused. Tahiti was one of the most popular buildings, because of the perfect castle views without paying for concierge and being close to the TTC. Yes Pago Pago probably wasn't a more popular building, but it's a small building and sits next to the other two, so it would have been difficult not to sell it along with the other two because of the way it's situated. I just think they need to lower the points for the parking lot side and increase the points for the 2nd and 3rd floor Moorea lake view, so people know what they're getting, since the views are so drastically different there.

I think the Lake view are high enough. If they were going to re-do the points for the parking lot I would recommend increasing garden view (current standard view). I haven't look at the numbers but since there are so many standard views it would have less impact maybe a point or two, and give the ability to lower parking lot view points.