After the free upgrade pins for value resort guests went out a month or so ago and I didn't receive a pin (nothing new as I've never received one). I emailed Disney resorts questioning how these pins work. In the email I mentioned I had been a long time customer and wondered why I have never received a pin while someone I knew with only 1 visit had received multiple pins. I emailed them in a nice tone but just questioned the methodology to the pins and suggested that maybe there should be special offers for frequent customers such as myself, similar to what is done on cruise lines. To my pleasant surprise an agent called me just yesterday and offered up one of those free upgrades to a studio at okw thanking me for my feedback . Plus I somehow even got a refund of $3, not sure how they came up with that number but I can certainly say I'm pleased as punch with all of the results!