A list for Claire . . . .

[JandD Mom]

My biggest wish, and it's kind of a broad one, is to bring back the Disney Quality that everyone who loves Disney is willing to pay the premium for. I think in recent years, and unfortunately it's not just with DVC, the Disney Quality is fading. I realize a "What Would Walt Do" type of business model may not work 40+ years after his passing, but still a lot of what made Disney great was the quality of the "Disney" experience. I think perception for many Disney fans is starting to catch up with reality. I know it has been for me. I have been to Disney more years that I can count, out of the last 31 years that we've gone at least once a year, and I have noticed a difference over the past 5-6 years. Just walk into some of the restrooms in the parks and you can see it. Anyway, I digress.

For the DVC, please bring back the Disney "quality" many of us grew up with and loved and what prompted us to buy into the DVC to be "part of the family" By this I mean, for example, bring housekeeping back to "old-school" Disney standards. Make sure everything in the room works right before a guest checks in and is spotless. I realize we can call and get things fixed as we notice them in a room, but I have to take care of enough things at home, I don't want to have to take care of things on vacation. I really don't want to find hair the bathroom and have to wait for a housekeeper to come and clean the bathroom (again), when it should have been done right the first time. I realize some things can go unnoticed, and stuff happens, but there are many that a simple pass through, maybe by a supervisor of housekeeping, could check and find. When there is a problem in the room, make sure it's fixed fast, and right, the first time, and with as little disruption to the guest as possible. Remodels of the resorts should be done with the same high quality standards as they did with the original fittings.

The other issue we had on a recent trip is that while we had a lot of great cast members, we did have a few who I would say were downright surly. Make sure the 5% - 10% of cast members who don't exemplify the Disney Experience don't ruin it for the other 90% - 95% of cast members who shine. Maybe with new management this will come, maybe some of these obviously unhappy cast members were unhappy because of what was happening behind the scenes, who knows.

A nice to have, but definitely not a deal breaker for me, is add some perks. Give DVC members the same level of "love" that you give to Annual Pass holders. I realize the DVC members are committed to the product until 2042 or longer, while annual passport holders have to be resold each year, but as some of Disney's best customers and biggest fans (or we wouldn't have bought into the DVC) show us some of that love too. DVC members can be some of your best salespeople.

Revamp the sometimes condescending Vacation Magic. This will probably happen naturally with the new management. Talk to the members not at them with it. More information about our resorts would be appreciated.

Please improve the online access on the DVC members. Maybe this is coming, but please bring the DVC member website into the new millennium.

I could not have said it better myself. Thanks!

Also, I'd like to wish the best of luck to Ms. Bilby, and continued success in her career, and particularly in her new position. We are all counting on her!

 

[juncker]

Change the DVC member website so that we can see and book resort availability online. Time to step into the 1990's.

 

[gailg3horses]

I agree with alot of what other people have said. I want a clean and working room, instead of one I have to call maintenance about. I also want to be able to book my vacation online whatever time of day or night, instead of having to call someone and do it over the phone. Regular disney guests have this ability and I do not understand why we can't as well. I would also like to see some of the perks come back, including discounts, since we are already a sure thing for coming back.

 

[Scott H]

My biggest wish, and it's kind of a broad one, is to bring back the Disney Quality that everyone who loves Disney is willing to pay the premium for. I think in recent years, and unfortunately it's not just with DVC, the Disney Quality is fading. I realize a "What Would Walt Do" type of business model may not work 40+ years after his passing, but still a lot of what made Disney great was the quality of the "Disney" experience. I think perception for many Disney fans is starting to catch up with reality. I know it has been for me. I have been to Disney more years that I can count, out of the last 31 years that we've gone at least once a year, and I have noticed a difference over the past 5-6 years. Just walk into some of the restrooms in the parks and you can see it. Anyway, I digress.

For the DVC, please bring back the Disney "quality" many of us grew up with and loved and what prompted us to buy into the DVC to be "part of the family" By this I mean, for example, bring housekeeping back to "old-school" Disney standards. Make sure everything in the room works right before a guest checks in and is spotless. I realize we can call and get things fixed as we notice them in a room, but I have to take care of enough things at home, I don't want to have to take care of things on vacation. I really don't want to find hair the bathroom and have to wait for a housekeeper to come and clean the bathroom (again), when it should have been done right the first time. I realize some things can go unnoticed, and stuff happens, but there are many that a simple pass through, maybe by a supervisor of housekeeping, could check and find. When there is a problem in the room, make sure it's fixed fast, and right, the first time, and with as little disruption to the guest as possible. Remodels of the resorts should be done with the same high quality standards as they did with the original fittings.

The other issue we had on a recent trip is that while we had a lot of great cast members, we did have a few who I would say were downright surly. Make sure the 5% - 10% of cast members who don't exemplify the Disney Experience don't ruin it for the other 90% - 95% of cast members who shine. Maybe with new management this will come, maybe some of these obviously unhappy cast members were unhappy because of what was happening behind the scenes, who knows.

A nice to have, but definitely not a deal breaker for me, is add some perks. Give DVC members the same level of "love" that you give to Annual Pass holders. I realize the DVC members are committed to the product until 2042 or longer, while annual passport holders have to be resold each year, but as some of Disney's best customers and biggest fans (or we wouldn't have bought into the DVC) show us some of that love too. DVC members can be some of your best salespeople.

Revamp the sometimes condescending Disney Files. This will probably happen naturally with the new management. Talk to the members not at them with it. More information about our resorts would be appreciated.

Please improve the online access on the DVC members. Maybe this is coming, but please bring the DVC member website into the new millennium.

Here Here, I totally agree, many of us felt good about our DVC purchase because of the Disney Quality. Today many of us old Disney Fans have seen the decline.

Yes listen to the members, educate CMs in the old Disney Way, I know from CM friends that the Traditions program for new CMs has been shortened.

Up until a year ago I spoke highly of DVC, then I started to have problems which were address with a basic too bad so sad, bummer for you. The DVC Magic was tarnished for me.

There appears to me there is a disconnect with the line CMs and their management, in that the right hand has no clue what the left hand is doing.

I hope there is a return to the standard of days gone by.

Yes I am content with my DVC purchase, but now view it as a business, and must watch them as there is no trust anymore.

 

[BBG-BLT]

Man are we happy to see you!!

1. Add wireless
2. Remember that most of us are intelligent, successful people as well and as such should get your respect.

Other from that..
- I love my DVC
- Only reason I'm not adding on (again) is the cost of the points for BLT going up too much
- Can't wait for Hawaii

 

[chalee94]

issue 1 is maintaining top quality resorts. nothing else comes close.

i don't care about wireless as it is less secure than a wired connection. perks in general will come and go.

i would like to see better communication. ending a perk like valet parking was a reasonable decision...but as JWG said, finding out the next day by being charged is inexcusable...

(but i wouldn't have minded - one last time for old time's sake - to see in the DVC email today that jim lewis was leaving his position as DVC president "due to overwhelming member feedback." )

and i doubt this will change but the resale change that positioned DVC as an adversary to owners who need to sell was a bad idea...

 

[LauraLea]

(but i wouldn't have minded - one last time for old time's sake - to see in the DVC email today that jim lewis was leaving his position as DVC president "due to overwhelming member feedback." )

 

[Donna M]

My biggest wish, and it's kind of a broad one, is to bring back the Disney Quality that everyone who loves Disney is willing to pay the premium for. I think in recent years, and unfortunately it's not just with DVC, the Disney Quality is fading. I realize a "What Would Walt Do" type of business model may not work 40+ years after his passing, but still a lot of what made Disney great was the quality of the "Disney" experience. I think perception for many Disney fans is starting to catch up with reality. I know it has been for me. I have been to Disney more years that I can count, out of the last 31 years that we've gone at least once a year, and I have noticed a difference over the past 5-6 years. Just walk into some of the restrooms in the parks and you can see it. Anyway, I digress.

For the DVC, please bring back the Disney "quality" many of us grew up with and loved and what prompted us to buy into the DVC to be "part of the family" By this I mean, for example, bring housekeeping back to "old-school" Disney standards. Make sure everything in the room works right before a guest checks in and is spotless. I realize we can call and get things fixed as we notice them in a room, but I have to take care of enough things at home, I don't want to have to take care of things on vacation. I really don't want to find hair the bathroom and have to wait for a housekeeper to come and clean the bathroom (again), when it should have been done right the first time. I realize some things can go unnoticed, and stuff happens, but there are many that a simple pass through, maybe by a supervisor of housekeeping, could check and find. When there is a problem in the room, make sure it's fixed fast, and right, the first time, and with as little disruption to the guest as possible. Remodels of the resorts should be done with the same high quality standards as they did with the original fittings.

The other issue we had on a recent trip is that while we had a lot of great cast members, we did have a few who I would say were downright surly. Make sure the 5% - 10% of cast members who don't exemplify the Disney Experience don't ruin it for the other 90% - 95% of cast members who shine. Maybe with new management this will come, maybe some of these obviously unhappy cast members were unhappy because of what was happening behind the scenes, who knows.

A nice to have, but definitely not a deal breaker for me, is add some perks. Give DVC members the same level of "love" that you give to Annual Pass holders. I realize the DVC members are committed to the product until 2042 or longer, while annual passport holders have to be resold each year, but as some of Disney's best customers and biggest fans (or we wouldn't have bought into the DVC) show us some of that love too. DVC members can be some of your best salespeople.

Revamp the sometimes condescending Disney Files. This will probably happen naturally with the new management. Talk to the members not at them with it. More information about our resorts would be appreciated.

Please improve the online access on the DVC members. Maybe this is coming, but please bring the DVC member website into the new millennium.

Well said. We DVC members can be your best salespeople, but we need to have a product we are willing to sell. The consistant quality needs to return.

What about Vacation Magic coming back and containing material we as DVC members would be interested in reading.

 

[cseca]

... (but i wouldn't have minded - one last time for old time's sake - to see in the DVC email today that jim lewis was leaving his position as DVC president "due to overwhelming member feedback." )

...

This is the best suggestion I've heard for Disney Files!

And I agree with everyone who says: CLEAN ROOM with fully functioning appliances and furnishing!!!
No more moldy shower, broken appliances or furnishings, missing items in the villas.

But I want to also add,
1. Timely check in time.
2. Better IT dept who makes the program to keep track of my bookings and precious points.
3. Better way to keep track of missing/broken/worn out items in the villas.
4. Faster maintenance response.

 

[nolanboys]

As another poster mentioned - discount on other tickets besides AP. I also would like to be able to purchase TIW without an AP. Small discounts on things like these actually get me to stay longer and spend more of my $ (ie - we schedule more TS meals because of TIW than we normally would).

 

[Horace Horsecollar]

and i doubt this will change but the resale change that positioned DVC as an adversary to owners who need to sell was a bad idea...

I agree.

For almost its whole existence, DVC deserved our respect for being one of the few timeshare companies that treated customers who bought from the developer and re-sale exactly the same -- and thus did not artificially depress the resale price, which actually hurts customers who bought from the developer more than customers who bought resale.

Then, earlier this year, DVC decided to join the ranks of the timeshare companies that artificially depress the re-sale value of their customers' ownership by treating new re-sale buyers as second-cless owners.

Claire Bilby, please reverse this ill-advised policy change. Show everyone -- current members and prospective buyers -- that DVC again wants to lead the timeshare industry in being ethical and respecting all of their customers.

 

[disneychic]

For me, the Disney name is synonymous with the word QUALITY. PLEASE bring the level of quality back to where it was in previous years. If the dues are paid DVC should ensure our rooms are CLEAN and in working order. Also, when there is an issue when they aren't ....say, I don't know...when you are staying in OKW and the air conditioning leakes from the floor above thereby flooding your unit, getting the beds soaking wet, and the floor/carpets soaking wet -- PLEASE don't make us wait 2 hours for someone to come and look at the room (as water is still leaking all over the place), and then give us a hard time when we ask to be moved to a DRY room

It's not about perks-- it's about the QUALITY of the product and service and maintaining that level of quality.

 

[psac]

Change the DVC member website so that we can see and book resort availability online. Time to step into the 1990's.

+1. I understand the booking is complex because of different use years, different contracts, different home resorts, booking windows, etc. But I could write detailed business requirements/functional specs for the booking engine in a few weeks. We do a lot more complex work at my company, and we're not Disney.

 

[mjstaceyuofm]

I can't agree more with some of the things being said in this thread. It all seems so obvious and logical that hopefully Ms. Bilby will rectify these missteps and bad habits that have infiltrated their way into DVC.

My list, is very similar to everyone else's list:

• Clean and well maintained and stocked rooms with good quality materials. The beds at OKW are like sleeping on a rock.
• Free wi-fi that isn't a charge with a credit that shows up on your bill.
• On-line booking and a better member website experience.
• Maintain the AP discount perk and extend a discount to DVC members on MYW passes for those that don't purchase APs.
• Better communication on DVC issues, resorts, etc. and not just general Disney info that we get in the DF magazine...
• Better exchange options in the Concierge Collection with prices that are reasonable. Who wants to use all their points for a 3-night stay at a B&B?

I can't stress enough - as others have here - the importance of keeping the rooms, the grounds and the general facility clean and well maintained. Every time we've stayed at OKW we've had issues with the room that we've had to call the front desk and/or maintenance about. That's not a way to run your business or property - BE PROACTIVE! Take care of it before the guest has to. Most of us DVCer's on The Dis do our best to keep up the rooms. Many of us sweep if we make a mess, strip the beds before we leave, etc. Stuff we do because it's a timeshare and different from a hotel, but we are still expecting things to be clean.

Oh yeah - one last thing - can we please get some real sheets on those beds?

 

[Scott H]

I can't agree more with some of the things being said in this thread. It all seems so obvious and logical that hopefully Ms. Bilby will rectify these missteps and bad habits that have infiltrated their way into DVC.

My list, is very similar to everyone else's list:

• Clean and well maintained and stocked rooms with good quality materials. The beds at OKW are like sleeping on a rock.
• Free wi-fi that isn't a charge with a credit that shows up on your bill.
• On-line booking and a better member website experience.
• Maintain the AP discount perk and extend a discount to DVC members on MYW passes for those that don't purchase APs.
• Better communication on DVC issues, resorts, etc. and not just general Disney info that we get in the DF magazine...
• Better exchange options in the Concierge Collection with prices that are reasonable. Who wants to use all their points for a 3-night stay at a B&B?

I can't stress enough - as others have here - the importance of keeping the rooms, the grounds and the general facility clean and well maintained. Every time we've stayed at OKW we've had issues with the room that we've had to call the front desk and/or maintenance about. That's not a way to run your business or property - BE PROACTIVE! Take care of it before the guest has to. Most of us DVCer's on The Dis do our best to keep up the rooms. Many of us sweep if we make a mess, strip the beds before we leave, etc. Stuff we do because it's a timeshare and different from a hotel, but we are still expecting things to be clean.

Oh yeah - one last thing - can we please get some real sheets on those beds?

Here here on sweeping etc, we run dish washer, vacuum, put towels in one spot, empty trash etc etc. I feel I have a vested interest in my ownership.

 

[CWO4DVC]

My two cents:

Well maintained and up to date rooms.

Discounts have a price attached to them so let us watch what we ask for: Nothing in life is free...someone is paying for it.

Just keep true to Walts ideals and life will be great!

 

[NatashaDisneyCM]

I am new to this, but the one thing that really sticks out for me, and I think it would be a good marketing tool to sell move Disney Vacation Club, is to have the Annual passes at a 50% discount for new comers, and then after so many years, or number of points set, reduce the rates, till we get our AP for free.

We are people who pay good money to be there, and it may just increase our point owning, not to mention have more money to spend on other Disney product!

The other thing would be each member per household get a DVC nice, coat!! ( I really want one! lol)
no cheap notebook like I just got!

~ free Wifi is just a given!
and to keep up the rooms, and well maintained and stocked with plates etc.

 

[OrangeCountyCommuter]

LOL. Well at least we have the daily entertainment

Free points

No dues

Buy back points you cannot sell just so my investment will be worth more

Give us more discounts

Eventually we would like free tickets. (heck why stop there. Can they give us free dining and pay for our plane tickets too?)


And we thought Fantasyland only existes in the Magic Kingdom.

Poor woman.

 

[Horace Horsecollar]

Not surprisingly, the wishes in this thread deal almost entirely with how existing DVC Members are treated and what they find when they check in for a DVC resort stay.

It's likely that the leader of DVC -- previously Jim Lewis and now Claire Bilby -- is primarily concerned with building and selling new DVC resorts (and the billions of dollars at stake), leaving "mundane" day-to-day operations to subordinates.

But if too many current DVC Members are experiencing disappointments or feel that the leader of DVC doesn't care about them, that's a real problem that the leader needs to address.

My list for Claire Bilby is:

• Add free WiFi. It's a reasonable expectation in 2011. It's not 2001 anymore.
• Update the bedding to be as good as the Marriott Bed or the Heavenly Bed. Every successful, higher-end lodging chain has moved away from hard mattresses, institutional sheets, and seldom-washed bedspreads to quality mattresses, high-thread-count sheets, duvets, and decorative bed scarves.
• Negotiate better deals with more Disney and non-Disney business entities. With so many DVC members now, we represent a lot of wallets. And we return year after year, typically for longer says than the average guest.
• Help DVC Members understand the difference between "perks" that would increase dues, and "perks" that are discounts offered to DVC members by the business entity offering the discount.
• Please, Claire Bilby, make unannounced visits to DVC resorts -- and talk to DVC members, listen to what they say, and take actions where necessary. The word will get out on the Internet, in the hot tubs, and among Cast Members who talk to guests. Before you know it, you will get a reputation (unlike your predecessor) as someone who cares about DVC Members.

 

[a742246]

Ok after some more thinking here is my wish list.

1. Keep AP discount but also offer discount on regular park tickets as well. I would love to buy a 10 day no expire ticket at a discount.
2. Wifi in the rooms.
3. TIW without having to have the AP.

I agreed with these comments especially the TIW without having to pay the AP.