A list for Claire . . . .

[Horace Horsecollar]

More than two puny shampoo bottles in a two bedroom suite. Two just doesn't cut it with 8 or 9 people! Gift shop should be well stocked with swim suits (hello Vero Beach!!) especially when resort is on the ocean

Keep in mind that we pay for the shampoo, conditioner, shower gel, and soap as part of our annual dues. The bottles of the H20 products really aren't that puny. For most guests (including guests who routinely bring their own toiletries), the supply is more than sufficient.

Increasing DVC dues to provide more bottles is probably not a good idea. Most of those extra bottles would wind up in the trash. But everyone's dues would go up to pay for them.

The gift shops are not operated by Disney Vacation Club. They're merchandised and run by the same department that runs other resort gift shops at WDW. Along the same lines, DVC does not run the restaurants at DVC resorts.

 

[Horace Horsecollar]

1. Discount on MYW tickets

2. Meal Plan Discount....20%????

3. The ability to book DVC rooms that are available for $$ with points....nothing more frustrating than that.....

1. Who would take the financial hit on the reduced revenue if DVC members were able to buy MYW tickets at a discount? It makes sense that the theme parks benefit from providing a discount on APs makes because it encourages DVC members to "move up the food chain" to APs, which cost more than MYW tickets. But selling MYW tickets for lower prices to DVC members who would have bought them anyway simply means less revenue for theme parks.

2. Who would take the financial hit?

3. Cash inventory at DVC resorts primarily represents inventory that has already been used by DVC members to book DCL cruises, other Disney Collection vacations, Adventurer Collection, and Concierge Collection. That means that DVC needs to recover $$$ by renting that inventory out for cash through CRO.

Maybe DVC needs to use Disney Files to help DVC members understand the how DVC ownership works, who pays for what, and where cash inventory comes from.

 

[twinklebug]

More than two puny shampoo bottles in a two bedroom suite. Two just doesn't cut it with 8 or 9 people! Gift shop should be well stocked with swim suits (hello Vero Beach!!) especially when resort is on the ocean

I agree on the swimwear - the only place (on-site) I've found for swimsuits is at the Poly, and I guess there only because it fits with their theme

As for the shampoos/conditioners... we travel with our own brands so don't use ours and have gotten to leaving them for the next guest. I think I'd much rather see a choice of receiving them or not and the ability to swap out the hair care items for lotion (I was desperate for lotion the last February we were there)

 

[CWO4DVC]

Agree!

Lots of pet-peeve level things. Sorry but folks need to look beyond logos and Dee Vee See. Those don't (or shouldn't) impact your enjoyment of the product.

Things like cable TV channels, in-room coffee service and availability of wi-fi are beyond her scope. Those decisions are made on a resort-wide basis.

If folks really intend to judge her effectiveness as DVC leader based upon logo merchandise, instant FastPasses and dining discounts....oy vey.

Best we can hope for (IMO) is gradual improvement in critical areas. It's not going to be an overnight process. People who think she can walk in, snap her fingers and make instant improvements in housekeeping and overall Cast quality are kidding themselves. It takes time and money (!) to weed-out the bad apples, re-train those who need it and hire + train additional Cast. Given the current 60K workforce and union wages, hiring good people is easier said than done.

JL did not look beyond logo....Change is going to cost us big bucks.....

 

[snackyx]

As a member from 1991, when OKW WAS DVC, I have seen alot come and go.

In additional to clean and well maintained properties, I have only two requests:

1. TIW for DVC memebrs without having to buy an AP. Seriously, you really can't believe the magical effect the TIW card has on our dining habits. Give me the 20% food and alcohol and I am at a signature dining restaurant every night. Think about it.

2. Valet dining for DVC memebrs who travel to another resort at eat at a dining establishment (and I'm not taking about a corn dog on the Boardwalk). We stay at OKW and always rent a car. Travel to Boardwalk, Grand Floridian, Contemporary and Wilderness Lodge for dinner is common, and having free valet seems a reasonable request if you show a receit from dinner at one of the restaurants. Shula's always validates the valet tab at the Dolphin--so should every restaurant, or at least the signature restaurants.

 

[Snurk71]

To those commenting that her background is in sales and therefore won’t be concerned with current members, if she’s a good sales manager (which her experience indicates she is) – she’s more broadly focused than just closing a new sale and moving on to the next chump. She’ll understand that the easiest sale is keeping your current customer base and not having to replace/backfill a large customer churn. For example, want to grow sales faster by expanding/selling new resorts? One path would be if there wasn’t a large resale market because you kept more of your existing customer base? Don’t give new customers lots of options to buy existing resorts – skinny that availability down and send more people down the path of buying into your new and more expensive resorts. And what happens to your cost of capture if you have a product that can sell itself instead of needing lots of marketing and sales costs? How do you get a product that sells itself? Market reputation/status – that comes from your current customer base.

So let’s not be narrow in what we think an accomplished sales exec’s focus will be. If she’s good, she’ll get the whole picture.

 

[Snurk71]

My list is pretty simple. Perks are appreciated and can come go. All I want is a top-notch, well-maintained, deluxe (in Disney comparable terms) accommodation. I didn’t buy in for just a clean room – I bought in for a deluxe resort.

If it costs more in MFs to keep the place clean and up to date, increase my dues. I think the majority would take higher dues to ensure the top notch quality. If not - don't talk out of both sides of your mouth and complain about the cleanliness, missing items, late check-ins, etc. You get what you pay for.

 

[mjstaceyuofm]

Best we can hope for (IMO) is gradual improvement in critical areas. It's not going to be an overnight process. People who think she can walk in, snap her fingers and make instant improvements in housekeeping and overall Cast quality are kidding themselves. It takes time and money (!) to weed-out the bad apples, re-train those who need it and hire + train additional Cast. Given the current 60K workforce and union wages, hiring good people is easier said than done.

The consistent theme in this thread is the membership wants quality, functioning, clean rooms available at or before the stated time and those rooms should also be made up of Disney quality. That should be the minimum, not the best we can hope for. That's part of the package of being a DVC member - "your home away from home". The cleanliness portion should happen quickly. I understand it may take time to refurnish rooms, update pools and areas, etc., but the cleanliness and maintenance issues should absolutely be dealt with immediately. Anyone that's worked at a large company has seen that immediate changes can and do occur when leadership changes. That should take place here.

My list is pretty simple. Perks are appreciated and can come go. All I want is a top-notch, well-maintained, deluxe (in Disney comparable terms) accommodation. I didn’t buy in for just a clean room – I bought in for a deluxe resort.

If it costs more in MFs to keep the place clean and up to date, increase my dues. I think the majority would take higher dues to ensure the top notch quality. If not - don't talk out of both sides of your mouth and complain about the cleanliness, missing items, late check-ins, etc. You get what you pay for.

I agree completely. Letting service and quality slide when you have people willing to pay for it is inexcusable. Our dues at OKW have not gone up that much over the 15 years we've owned there. I feel they're a relative bargain for what we get. Would I pay extra to make sure the place was maintained properly? You betcha!

 

[tjkraz]

The cleanliness portion should happen quickly. I understand it may take time to refurnish rooms, update pools and areas, etc., but the cleanliness and maintenance issues should absolutely be dealt with immediately. Anyone that's worked at a large company has seen that immediate changes can and do occur when leadership changes. That should take place here.

Unless you choose to believe that everyone from the resort General Managers to the front-line housekeeping staff is oblivious to company standards and customer expectations, this is simply not a realistic scenario.

More likely, any changes will be a painstaking process which involves re-evaluating long-standing procedures, training/eliminating/replacing Cast Members (while dealing with union red tape) determining where additional staff is needed and how they should be used. It may involve adding additional supervisory layers to inspect rooms before guests arrive or changing check-in, check-out times.

In terms of furnishings and general maintenance, it may involve replacing furniture and fixtures on a more frequent basis and/or purchasing more durable (and expensive) items. More materials cost; more labor cost.

Some are willing to pay the price for these changes. Many others are not. That's the challenge that awaits execs. I've been present at the annual meetings when members stood up with their notepads and want an explanation for a 2% increase in dues when the economy is in a recession and Disney hotels are offering "free dining" or 40% off rack rates.

It would be nice if everyone saw the value in--say--increasing housekeeping and maintenance budgets by 10-15% to fix the outstanding problems. But thousands of members have been lucky enough to avoid significant problems during their stays or they simply think things are "good enough." This group would openly revolt at such added expenses.

Disney has to find a way to pacify both groups.

 

[mjstaceyuofm]

Tim- you make a lot of sense. I said these items "should" be dealt with. I hope that they will, but I understand there's no guarantee and that processes may take time to implement.

Let me temper my original statements by saying I believe there are some things like cleanliness of the actual rooms, making sure light bulbs work, etc. that can and should be dealt with immediately. It may require staff to work OT, or for managers to schedule more people, but it can be dealt with. It will take a commitment from DVC top executives, but those practices could and should be put in place ASAP - especially if top brass knows or perceives it to be an issue. Even the smartest and most savvy execs knows that it takes money to make money.

Again, that's not to say that it will, but I'm hoping that it does.

 

[vakamalua]

Does anyone have an address or email to communicate directly with Claire (or the best chance of her and/or her staff seeing it)?

 

[TisBit]

Unless you choose to believe that everyone from the resort General Managers to the front-line housekeeping staff is oblivious to company standards and customer expectations, this is simply not a realistic scenario.

More likely, any changes will be a painstaking process which involves re-evaluating long-standing procedures, training/eliminating/replacing Cast Members (while dealing with union red tape) determining where additional staff is needed and how they should be used. It may involve adding additional supervisory layers to inspect rooms before guests arrive or changing check-in, check-out times.

In terms of furnishings and general maintenance, it may involve replacing furniture and fixtures on a more frequent basis and/or purchasing more durable (and expensive) items. More materials cost; more labor cost.

Some are willing to pay the price for these changes. Many others are not. That's the challenge that awaits execs. I've been present at the annual meetings when members stood up with their notepads and want an explanation for a 2% increase in dues when the economy is in a recession and Disney hotels are offering "free dining" or 40% off rack rates.

It would be nice if everyone saw the value in--say--increasing housekeeping and maintenance budgets by 10-15% to fix the outstanding problems. But thousands of members have been lucky enough to avoid significant problems during their stays or they simply think things are "good enough." This group would openly revolt at such added expenses.

Disney has to find a way to pacify both groups.

100% agree, with any change comes a growing period that usually results in a lot of people not being happy initially.

 

[3 Hobbits 2 Disney]

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.

 

[mvc1997]

Oh Please, a CLEAN room that is well maintained!!

Maybe a little discount on passes, we only go once a year, but we bring all 10 of us with for family vacation time.

Could we please buy TIW cards without the annual pass.

Thanks for listening!

 

[Snurk71]

Unless you choose to believe that everyone from the resort General Managers to the front-line housekeeping staff is oblivious to company standards and customer expectations, this is simply not a realistic scenario.

More likely, any changes will be a painstaking process which involves re-evaluating long-standing procedures, training/eliminating/replacing Cast Members (while dealing with union red tape) determining where additional staff is needed and how they should be used. It may involve adding additional supervisory layers to inspect rooms before guests arrive or changing check-in, check-out times.

In terms of furnishings and general maintenance, it may involve replacing furniture and fixtures on a more frequent basis and/or purchasing more durable (and expensive) items. More materials cost; more labor cost.

Some are willing to pay the price for these changes. Many others are not. That's the challenge that awaits execs. I've been present at the annual meetings when members stood up with their notepads and want an explanation for a 2% increase in dues when the economy is in a recession and Disney hotels are offering "free dining" or 40% off rack rates.

It would be nice if everyone saw the value in--say--increasing housekeeping and maintenance budgets by 10-15% to fix the outstanding problems. But thousands of members have been lucky enough to avoid significant problems during their stays or they simply think things are "good enough." This group would openly revolt at such added expenses.

Disney has to find a way to pacify both groups.

Tim, I may disagree with you here. Having lived the corporate life here and there over the years, I understand competing/sibling divisions. If the head of DVC has a clear message from the membership that the rooms are not being cleaned/maintained to satisfaction, DVC could fight that battle with resorts/housekeeping (DVC is essentially an internal customer paying for services). The difficulty is you have to pick your battle and not blast out at everything under the sun, as some have kind of done on here with their wishlists.

I don't know how true it is, but there are anecdotal stories that DVC is in a 2nd class behind the cash rooms with housekeeping, at least on shared resorts. A strong DVC advocate could remedy that for members quickly.

 

[Marine Mom]

4. Now here is the one that won't happen, but hey it is a wish list. Give us all 100 points as a way to say sorry to the membership for having to put up with Jim Lewis

 

[Sammie]

Does anyone have an address or email to communicate directly with Claire (or the best chance of her and/or her staff seeing it)?

Writing to member satisfaction team would be your best way.

 

[tjkraz]

Tim, I may disagree with you here. Having lived the corporate life here and there over the years, I understand competing/sibling divisions.

I'm not really suggesting that there's an adversarial relationship. What I'm saying is that in order to buy into the idea that Claire Bilby can make an immediate impact, you have to believe that Lewis was asleep at the wheel AND that everyone underneath him took full advantage of the situation. If housekeeping has the staffing and resources to do the job, yet wasn't doing the job, then we are saying that resort General Managers and every other layer down the line were merely going through the motions and doing a barely adequate job.

What is more likely is that everyone involved is doing the best the can with resources available, but those resources were inadequate. There may be ways to tweak, train and improve. But for the most part it's probably going to come down to staffing--or lack therof.

In order to add more staffing, budgets will have to grow. In order to improve the quality (and durability) of furnishings, budgets have to grow. In order to get carpets replaced and walls painted more frequently, budgets have to grow.

That's where Bilby can help, but there won't be an immediate turnaround. Assuming she recognizes the need for improvement, she may not have the time (or ability, or inclination, or wherewithal) to impact the 2012 dues.

Ultimately she still has to find a middle ground between owners who think things are "good enough" and expect moderate dues increases vs. those who see the need for drastic improvement no matter the cost.

It's a tough balancing act because--in terms of housekeeping--no matter how many dollars you throw at the situation, we're always one careless CM away from a poor experience. Bilby could be outstanding...the resort GM could be great...Housekeeping supervisor could be a highly-regarded 20 year vet. But if that housekeeper is poorly trained/ forgets / gets interrupted / has some emergency arise, and the microwave is left dirty, it filters down to the DIS as "I guess nothing has changed."

Some people want housekeeping to take a complete room inventory, report issues to maintenance and have replacement kitchen utensils delivered when needed. Those are sound expectations, but they all take time--time that apparently the housekeepers don't have at present.

Reality is, none of us has a very good handle on where things stand today and we're going to have an extremely difficult time coming to any agreement on whether things have improved.

 

[Sammie]

Plus nothing will have happen quickly as Ms. Bilby has not completely transitioned to DVC.

 

[TEK224]

I have to say that in my DVC stays, I have not encountered any major maintenance issues (probably a burnt out lightbulb was the worst thing).

But I will say the upkeep of the rooms and resort in general would be my #1 concern.
#2 would be improving morale among castmembers. Castmembers who are happy and enjoy doing the job, will do it better and project that "Disney Magic" better than those who are digruntled.

Perks are nice, but they're never really "free". Happy to get them, but it won't ruin my vacation if they are not available.

Terri