A list for Claire . . . .

[Cyndibear]

I would have to agree with a lot of posters in saying all I want is to have the room clean and maintained to the highest standards. I love my DVC and always will!!!

Cyndi

 

[com_op_2000]

I want:
My old DVC back! After all the point's adjustments I have lost five days per year. I use to book 27 days per year, I am down to 22 now that is almost 1/5th of the year lost!
Cleanliness of rooms and resorts. There are alot of weeds at both OKW and SSR (Just there last week).
CMs on the phones at MS who understand the rules/banking/borrowing/etc. I have called, been told that something could not be done, even though I knew it could be; had to be transferred to a supervisor or worst yet, call back and talk with someone else, and finally get my request completed.

 

[Breyean]

I want:
My old DVC back! After all the point's adjustments I have lost five days per year. I use to book 27 days per year, I am down to 22 now that is almost 1/5th of the year lost!
Cleanliness of rooms and resorts. There are alot of weeds at both OKW and SSR (Just there last week).
CMs on the phones at MS who understand the rules/banking/borrowing/etc. I have called, been told that something could not be done, even though I knew it could be; had to be transferred to a supervisor or worst yet, call back and talk with someone else, and finally get my request completed.

I agree with the last point, especially. Just this past weekend we were going to book a reservation. We had called the day before and had a choice of 4 different rooms/resorts, so we wanted to think about it overnight.

When we called back the next morning, ALL the rooms were gone, according to the MS CM. We couldn't believe it since we had called late the night before and again right at the open the next day. My wife was particularly bummed since she was really looking forward to getting away.

So I called again the next day, and guess what? All 4 rooms/resorts were available again! The exact same info we had gotten the first day; completely different from what the second MS CM had told us.

We were really happy to get the reservation we wanted, and then I asked the CM about what had happened to open these rooms since the prior day. She said they had been available then, too, but that the CM to whom we spoke that time had looked at the wrong screen. She even knew what mistake he had made!

So training w/b great so when we call MS we can be more confident of getting the right answers the first time.

 

[Horace Horsecollar]

I want:
My old DVC back! After all the point's adjustments I have lost five days per year. I use to book 27 days per year, I am down to 22 now that is almost 1/5th of the year lost!

I'm sure you're aware that DVC not only has a right to adjust the point charts (as explained in the paperwork we received), but actually has a responsibility to do so. A point-based timeshare system like DVC only works well if the demand is fairly consistent across all seasons and all days of the week. Unless the management company balances the point charts periodically to smooth out the demand, many members will not be able to book the days they want.

There are alot of weeds at both OKW and SSR (Just there last week).

I went to a landscaping presentation at OKW many years ago. The huge resort has a tiny landscaping crew. Sure, they could double the number of landscapers -- and be able to pay more attention to landscaping details -- but that would double the landscaping component of the annual budget and our annual dues.

DVC has a responsibility to keep our annual dues under control. That means being careful on how much is spent on landscaping, cleaning, or any other service of that kind.

If people aren't doing their job or don't have the right tools, or if the budgets are inadequate, then that needs to be fixed.

When I see some of the expensive things that people are asking for in this thread and others like, I wonder if they've given thought who will pay for those things. Keeping up with technology and lodging industry standards is one thing, but increasing dues to pay for dining plans or FASTPASS cards or theme park tickets is something else entirely.

 

[DonDiegoDeLaVega]

How about

1. A Discounted Pass= to the number of days i could possibly spend in the lowest Pt room, for instance ...160 points/8 points per day in value = 20 days
as opposed to buying an Annual Pass that i will not use 365 days worth.

2. A number of fast passes given at check in for my length of stay. So i don't have to run at each location with all parties to get them.(this would cost them nothing)

3. Availability to VIP locations for fireworks/parade/Fantasmic viewing area for at least one event during stay(cost them nothing).

4. Our own refillable Mugs...good at every quick service location and resort
(included in our yearly dues..)

5.My wife says..BETTER COFFEE!!!!!

 

[tecdavidt]

1. return to "Have you heard about Disney's Best Kept Secret?" That was a good draw to lure people into questions on what is this?

2. new logo does not scream anything but Disney. If somebody saw this and did not know about DVC, they would assume it was some Disney park. The point of a logo is to shout out what the logo represents and it should represent DVC not Disney in general.

3. Please the members by keep DVC resorts clean and maintained.

We are deluxe resort people. We bought into DVC because the one bedroom suites are better than the deluxe resorts. Our guide realized we were not buying to save money but we wanted the room and the benefits that the room provided. I don't want to start a vacation by having to call and have items repaired. I don't want to go around and clean what should have been cleaned. Our last BWV stay was probably the worst room condition we have ever had in our 4 years as DVC members. It was clear the issues at hand, severe water leaks, were there when the room was refurbished because the holes in the wall where the water had ruined the plaster were nicely painted. The newer carpet, soaking wet. The room layout was the best, a corner one bedroom with a huge balcony and then the room turned and another private balcony for the master bedroom. The condition, terrible.

As far as BLT. We bought into it and our name is on the fountain. Well, after one year, those names are so badly crusted with gunk that I thought, why did DVC even waste their time duing this? Our picture with the matching etched or printed name plate is still looking great. The fountain, not so much. DVC should have just provided the pictures and name plate. I also told my DH during our first stay at BLT back when it first opened that the furniture looked cheap and there was no way it would hold up to the use and abuse that hotel rooms get. Each stay we see the resort furnishings fall apart, and the dark woodwork is really scratched up bad. Our rooms at BLT have always been clean.

We did stay at Kidani and it appeared to be the Disney quality we expect. So, as members who paid cash for their DVC points, who are deluxe hotel people, we expect quality rooms and clean rooms. We only ask for the Disney difference that we paid for. If we are at WDW staying DVC, that usually means we are in the parks and when in the parks we have to eat so more $ for Disney, and with our family that means we always spend $ at the Disney stores on property. Happy DVC guests just means more word of mouth advertising for DVC and in the end, more money for DVC.

I do wish the new head of DVC good luck in her new job. To this day our family still quotes the best DVC ad we say on Disney TV in our rooms: the man selling Kidani Village talking about the little boy who got up early and saw the Giraffe and started yelling, Giraffe at the top of his lungs and soon all these people were coming out to see the Giraffe. Yes, sometimes businesses don't realize their best sales pitches. Maybe bring that ad back.

Kathy

 

[CarolMN]

...(snip)......All I want is what I paid for - a room that is clean and is well maintained.

Me, too!


Wonder what the list would look like if we asked DVC what they would like from us?

My bet is number 1 on the list would be less members with an entitlement mentality.

 

[Sammie]

Me, too!


Wonder what the list would look like if we asked DVC what they would like from us?

My bet is number 1 on the list would be less members with an entitlement mentality.

Acutally I have had this discussion with several DVC managers.

Members with realistic expectations,
Members that realize DVC CMs are humans not robots.
Members that clean up after themselves.
Members that when they find something in their unit that does not work they let maintenance know about it right then, not later.
Members that realize and accept requests are just requests.

That would about cover it.

 

[Horace Horsecollar]

How about

1. A Discounted Pass= to the number of days i could possibly spend in the lowest Pt room, for instance ...160 points/8 points per day in value = 20 days
as opposed to buying an Annual Pass that i will not use 365 days worth.

You could save hundreds of dollars. The theme parks would be unwilling to take the financial hit. So DVC dues would have to go up an equivalent amount to what you're saving. The net gain is zero, except that DVC members who don't buy that kind of pass might have to subsidize those who do. So perhaps my dues would go way up so that you could get a cheaper pass.

Probably not a good idea.

2. A number of fast passes given at check in for my length of stay. So i don't have to run at each location with all parties to get them.(this would cost them nothing)

FASTPASSes are a valuable commodity.

Yes, there's no direct charge to the guest for FASTPASSes when they are obtained in the regular process that treats everyone equally, but VIP FASSPASSes undoubtedly have a hefty price associated with them.

Let's suppose that DVC would have to buy the FASTPASSes for $7 each.

Probably not a good idea.

3. Availability to VIP locations for fireworks/parade/Fantasmic viewing area for at least one event during stay(cost them nothing).

The theme parks would charge DVC rent and staffing for those locations. They would no longer be available for regular guests or to be rented out for group functions. The price would be quite high. It would hit our dues hard.

Probably not a good idea.

4. Our own refillable Mugs...good at every quick service location and resort
(included in our yearly dues..)

That means lots of lost revenue for the foods department. Selling cups of pop is very profitable and so is selling refillable mugs that are only good for one stay. Oh wait! DVC would just pay the equivalent amount to the foods department. And our dues would go up. I don't drink pop, but my dues would go up anyway.

Probably not a good idea.

5.My wife says..BETTER COFFEE!!!!!

Not a DVC issue. As long as Nestle has a contract with Disney and both of those companies want us to buy Nescafe, nothing will change. But, maybe, some day...

Probably a very good idea!

 

[Cheltenham]

I don't care much about any of the "perks." I hope she focuses on making sure the basics are right: clean, well maintained rooms and Disney style service.

 

[MinnieVanMom]

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.

I have to say that you did a great job in this post. It really touches on the point that we do own till 2042 and they have our hard earned cash and we will keep coming back, but please DVC show me that I mean more than just $$.

I would also like to see a stop to the expensive adverts sent out in mass and many times when a new DVC opens. I would like to see online adverts as opposed to the very expensive mailings along with the postage.

Keep the rooms up and maintained. We now bring along the leatherman tool and we tighten all bedroom, kitchen and bathroom knobs. DH does light maintenance for the little things that just make a difference. We want the attention to detail that seems to be sliding down hill.

 

[disneychic]

I don't care much about any of the "perks." I hope she focuses on making sure the basics are right: clean, well maintained rooms and Disney style service.

AMEN!

 

[LauraLea]

Me, too!


Wonder what the list would look like if we asked DVC what they would like from us?

My bet is number 1 on the list would be less members with an entitlement mentality.

I agree. This thread is making me sick to my stomach. I cannot believe the unreasonable expectations of so many members. I am sure by now if Ms. Bilby was reading this she has given up........... I would.

Laura

 

[vakamalua]

Dear Claire,

We have been DVC member for 16 years and have had many wonderful and memorable vacations. However, we have seen the DVC product deteriorate in the last five or six years.

It appears that your expertise is primarily in SALES. As the DVC continues to expand, sales is an important element BUT future sales depends a great deal on word of mouth and sales will not happen if you have an unhappy membership base.

Please surround yourself with talented people who are experts in customer service, training, administration, and resort management. The current problems with property housekeeping and maintenance issues, lack of trained and informed CMs in member services and on-site, and the atmosphere of members feeling devalued MUST be addressed as soon as possible.

Please remember that DVCers are Disney's MOST LOYAL customers--start treating them as the valuable resource they are.

Thanks.

 

[dianeschlicht]

For me it's not hate...it's annoyance. For this creative company, I feel it's an embarrasment that this is the "face/personality" they have chosen.

My thoughts too. Kind of like the new logo....Not creative enough for Disney....That too is just a bit trite and bland.

 

[dianeschlicht]

Lots of "shallow" lists for Ms Bilby on this thread. I think we have to leave the "perks" behind and think of the things that make or made DVC the best in the past and put those things back in place.

I'm thinking well themed resorts that are maintained to perfection and give you and your guests a feeling of owning a "piece of the Magic" would about cover it. That was the real reason we purchased in the first place nearly 15 years ago, and if it still had that "wow" factor, I'd be happy.

 

[ramkam]

Many great suggestions for everyone. On our last few trips to VWL and other DVC resorts we craved more resort specific merchandise. We are not interested in generic Disney World stuff or generic DVC stuff. We want items that remind us of our specific experiences. Disney has left money in our pockets the last three years because their merchandise selection was too generic and limited. Walt used to put unique merchandise in the shops for each land at Disneyland. He knew generic merchandise was not as appealing. So lets get a nice VWL sweat shirt, a nice BLT towers tee, etc. And bring back high quality Christmas ornaments to take home for our tree. DVC and Disney, if you want our cash you need to give us something worth buying.

 

[iluveeyore]

I too would like to chime in and welcome Ms. Bilby and wish her all the best!

As for my wish list, it's pretty much repeating everyone else's, but it's important as many of us post as possible!

1. Quality rooms - we have brought many friends and family over the years to impress them with our pride and joy of DVC, only to have them not see any reason to purchase their own membership when they see how many times we have to call for missing items, for burnt out lights, for internet access not working, for fridge leaking all over floor, and so on....I have cleaned hotel rooms in a 4 star hotel and had them pass inspections so guests are happy and comfortable, so I know it can be done!!!

2. AP discount - pleeease never get rid of it or we can only come once a year!

3. Maybe a dining plan discount or something more than 10% at certain restaurants - would make Disney more $$$ if I wanted to eat out and try more restaurants instead of buying groceries for our villa for the entire vacation.

4. Happy, helpful CMs - we've had a few, and then a few that weren't. I know to some it's just a job, but Disney standards should make them want to raise the bar above what a Comfort Inn employee would behave like.

Believe me, it's your best form of free advertising for members to tell friends and family what a fabulous vacation we have every year in a pristine villa with the best staff to interact with in the world! After all, it is supposed to be the Happiest Place on Earth - (and for us it usually is). We love our DVC and will never sell it, and we will encourage our children to buy it for their families (so they don't use ours), but they will only buy it if they continue to enjoy their vacations with us at DVC.

Good luck!

 

[mac_tlc]

Lots of "shallow" lists for Ms Bilby on this thread. I think we have to leave the "perks" behind and think of the things that make or made DVC the best in the past and put those things back in place.

I'm thinking well themed resorts that are maintained to perfection and give you and your guests a feeling of owning a "piece of the Magic" would about cover it. That was the real reason we purchased in the first place nearly 15 years ago, and if it still had that "wow" factor, I'd be happy.

I completely agree. Many of the requests posted here will add cost to somebody -- for the benefit of someone else. All we bought was a Disney resort that was true to the "Disney-quality" we were attracted to. We have been members for 19 years. Many others have said the quality has gone down recently. Personally, I have not seen it that much. Sure anything wears as it ages ( I can see it in a picture of myself 19 years ago!). Maintenance and attention make something last. I wouldn't want the airlines to fly a 19 year old plane and tell me to cal lthem if something s wrong ------. All I would ask is that they be more proactive on maintenance and have a clean, fully functioning, fully stocked resort available when I check-in - -no missing ice cube trays, stains on anything, etc.

I would rather have fewer perks that are folded into everyone's dues -- Let those who want the service pay for it.

mac_tlc

 

[Sammie]

Many great suggestions for everyone. On our last few trips to VWL and other DVC resorts we craved more resort specific merchandise. We are not interested in generic Disney World stuff or generic DVC stuff. We want items that remind us of our specific experiences. Disney has left money in our pockets the last three years because their merchandise selection was too generic and limited. Walt used to put unique merchandise in the shops for each land at Disneyland. He knew generic merchandise was not as appealing. So lets get a nice VWL sweat shirt, a nice BLT towers tee, etc. And bring back high quality Christmas ornaments to take home for our tree. DVC and Disney, if you want our cash you need to give us something worth buying.

Just curious would this be something you would buy every trip or once.

I know alot of previous DVC specific clothing ended up at the Character Outlets so it obviously did not sell.