Anyone else concerned?

[bellazachmom]

Anyone else that is not actually effected by the AKV Concierge mess concerned about the way it is being handled?!?!?

As I first started reading about it I felt horrible for the members and was glad that it wasn't me. I really felt that after a day or two that DVC would step in and fix this problem in a fair way that would make everyone happy. I thought that the effected members might actually come out ahead due to the "inconvenience" as is often the case at Disney.

Unfortunately, it doesn't seem like this is going to happen. It makes me concerned about what will happen in the future when something like this happens again. I mean, you can only be "lucky" so many times, eventually over the next 30+ years we will all probably encounter something like this.

Anyone else worried?

 

[Tozzie]

Anyone else that is not actually effected by the AKV Concierge mess concerned about the way it is being handled?!?!?

As I first started reading about it I felt horrible for the members and was glad that it wasn't me. I really felt that after a day or two that DVC would step in and fix this problem in a fair way that would make everyone happy. I thought that the effected members might actually come out ahead due to the "inconvenience" as is often the case at Disney.

Unfortunately, it doesn't seem like this is going to happen. It makes me concerned about what will happen in the future when something like this happens again. I mean, you can only be "lucky" so many times, eventually over the next 30+ years we will all probably encounter something like this.

Anyone else worried?

I am a little concerned because it seems the left hand doen't know what the right hand is doing, and the fact that the people who are being displaced are finding out about it from the internet and not disney. They shouldn't have called anyone until they had a well thought out solution in place. The sad fact is they are not treating people fairly and as people are stated the people who were displaced at the value resorts last year got more upgrades and perks. It seems to me if these were cash reservations instead of points reservations they would have done a lot more to fix the problem and make it right so they wouldn't be losing a cash paying customer, the people staying on points well they already have your money and you will be back as the only solution for the owners is to sell their contracts and at this point in time it really isn't feesable to try and sell a contract. It seems like Disney has you stuck between a rock and a hard place and they know it. It hasn't affected me but if it had I would be on the phone daily, and emailing everyone and anyone I could at disney. In fact I am going to write a letter to DVC about this and how horrible I think it is , while it doens't affect me now, as you say it might in the future. Contruction schedules don't happen overnight and they could have postponed it until a less busy time and they had comparable accomodations to place the members in.

 

[littlestar]

It's definitely not a very good advertisement for buying into DVC. Pretty sad.

 

[Dean]

It does seem out of character for DVC in general and DVC in particular IMO even though some don't think so lately. On one hand things happen, rooms go out of service, never were truly available but were booked by mistake, pools undergo rehab, etc. While I would be sad for anyone that lost their reservation, this is different, IMO. DVC has options, control and precedent to make this a workable solution. I'd actually be less concerned overall if they simply called and said all was full and they had to cancel the reservations. I've been in that boat personally a couple of times with exchanges.

 

[Hunclemarco]

I am a little concerned because it seems the left hand doen't know what the right hand is doing, and the fact that the people who are being displaced are finding out about it from the internet and not disney. They shouldn't have called anyone until they had a well thought out solution in place. The sad fact is they are not treating people fairly and as people are stated the people who were displaced at the value resorts last year got more upgrades and perks. It seems to me if these were cash reservations instead of points reservations they would have done a lot more to fix the problem and make it right so they wouldn't be losing a cash paying customer, the people staying on points well they already have your money and you will be back as the only solution for the owners is to sell their contracts and at this point in time it really isn't feesable to try and sell a contract. It seems like Disney has you stuck between a rock and a hard place and they know it. It hasn't affected me but if it had I would be on the phone daily, and emailing everyone and anyone I could at disney. In fact I am going to write a letter to DVC about this and how horrible I think it is , while it doens't affect me now, as you say it might in the future. Contruction schedules don't happen overnight and they could have postponed it until a less busy time and they had comparable accomodations to place the members in.

I couldn't agree with you more!

 

[allaboutmm]

I agree that I think it was most definately in bad taste. I know as a DVC member and WDW lover how excited I get about trips, so its got to be so-o disapointing that a few months before a trip, to have everything changed and you have no control over it. Sorry for all of you who were affected by this , I think it stinks !

 

[Simba's Mom]

I'm concerned at what I see as DVC's version of "customer service" and how they're making it right...NOT!

 

[PEANUT1]

I am really freaked about it. We have AKV value booked for January.

 

[cseca]

I am definitely concerned altho I'm not directly affected nor am I an AKV member. Which makes it hard for me to justify writing a letter.

However, I am concerned because DVC just keeps expanding and I hope they don't think they can just "get away" with this kind of treatment to the members just because they can. I don't know if they are just being cocky and just think that members will just accept it since they're all disney lovers and would just be thankful to be at disney or what.

Plus reading from the other threads, they seem to be treating people differently. Almost like squeaky wheel gets the oil. That's even worse. Treat all the members fairly. I don't care if they prioritize booking date, owners, or what. But do it fairly. Don't just give member who says "Fine whatever" less than member who expects more. THAT makes me even more upset.

I guess I'm on the concerned-but-not-sure-if-I-should-say-something-about-it-to-disney boat. If anyone knows a good way to bring this issue up higher please let us know. I would like to see Disney resolve this issue properly. So not to set a bad precedence.

 

[kimberh]

It does not seem like the Disney I have know and dealt with over the years. I know how hard booking AKV Concierge is. I just cannot believe that the least MS didn't offer was another Concierge booking in place of the one that they cancelled. I feel that is the least they could have offered. What they have offered seems cold hearted to me. I don't know who in management made this decision, but it is just wrong! As I stated in the original Thread, I was going to do a 100 point add on, I am now holding off. I will just make my AKV points work. This has scared me off. With customer service like this, I will put my money else where. I know that I am represent one family, but we can all start with one.

 

[lisaviolet]

I am definitely concerned altho I'm not directly affected nor am I an AKV member. Which makes it hard for me to justify writing a letter.

I'll be writing and I'm not affected. I think it's a big issue. And in the end affects all members.

 

[AKV707]

I am feeling out of the loop. Can someone post the link to the original thread so I can know what happened?

Thanks

 

[DebbieB]

I am feeling out of the loop. Can someone post the link to the original thread so I can know what happened?

Thanks

Here it is:

http://www.disboards.com/showthread.php?t=1911617

I too am concerned with DVC's handling of this. I could understand it better if for example there was a hurricane and emergency repairs needed to be done. But this seems like routine maintenance, they should have planned for it better.

 

[lisaviolet]

I am feeling out of the loop. Can someone post the link to the original thread so I can know what happened?

Thanks

Short form:

AKL/AKV decided to do some maintenance on the concierge level during a prime time - October. A la no space in AKL either.

They phoned members booked, for a long period -seems like a long time to do a little maintenance -who knows, and told them they were moving them to SSR. Some affected DVCers found out from here because they have to phone so many members.


Mistakes happen. It's just the way it's been dealt with. Concierge, as everyone knows, is a special vacation booked day by day for these members and they aren't getting the feeling like DVC cares about the disappointment or even to give them as close as they can get to comparable.

DVC is saying they only have SSR. But they aren't openly giving $$$ credits for the loss of planned concierge food or the DDP so that members don't have to come up with a replacement for their plan to "eat concierge".

It's just a well you had AKV concierge studio. We're putting you in a SSR studio. Done. Weird.

Also, the chance of getting more dining reservations at this point, to make up for concierge, is slim.

But the most upsetting factor for me is that not everyone is being treated equally. Like no decision was made what to do before the phone calls. Ie. some are getting DDP and others are not and missing one place to sleep at SSR (one member is over occupancy for what they offered her)

It's like the members are having to fight when they should simply be properly compensated for a human error. It's not "I want freebies" from these affected members. It's just make my vacation comparable.

Here's the link:

http://www.disboards.com/showthread.php?t=1911617

 

[kimberh]

Here it is:

http://www.disboards.com/showthread.php?t=1911617

I too am concerned with DVC's handling of this. I could understand it better if for example there was a hurricane and emergency repairs needed to be done. But this seems like routine maintenance, they should have planned for it better.

Right, I could too, we live on the coast in SC, Hurricane Hugo survivor here. Sometimes things happen that are beyond your control. This is not one of them. What bothers me is the way they are all being treated, it is like take it or leave it. I was explaining it to my husband last night, what a nightmare to have a family trip planned for 9 (which is the number I could very possibly take) then have this to happen. It is so hard to get TS for this number at this late date. I have said this once, but I feel MS really owes these families another Concierge stay, if not at this time, then at another time.
There is someone in management making some sorry decisions lately. The new reservation system, then this. It would be interesting to know if it is the same person. Some Yuppie, fresh out of school. I wonder if he or she even plans or has even planned a family trip to Disney.

 

[jfinke]

I understand unplanned things happen.

However, part of the reason we felt comfortable purchasing DVC was the Disney name behind it. That used to stand for something. More and more, it seems that is slipping away.

They should have had a plan together to offer the members a comparable alternative, either in lodging or return of points of whatever. This is a problem that they created, they need to fix it correctly.

I realize that DIS members are probably a 1% of the disney going public, but they are creating a PR issue here. There have certainly been people who said that they are going to stop recommending DVC (it certainly gives me pause) or hold off on purchasing extensions, etc.

 

[BWV Dreamin]

I have said this once, but I feel MS really owes these families another Concierge stay, if not at this time, then at another time. There is someone in management making some sorry decisions lately.

This needs to happen. I have a bad taste in my mouth over this, even though I am not personally affected. Today, I just cancelled my BCV add-on. I want to wait and see what further changes/actions come down the road before I commit to anything more.

 

[Laxmom]

You guys hit the nail on the head! The poor customer service could mean poor customer service for all of us in the future. We just closed on 2 contracts this summer and to say I am disapointed in Disney's handling of this situation would be an understatement. Year of a million dreams?

We also bought Disney because of what the name stands for. It is the lack of communication and total disorganization that bugs me. There seems to be no concern for the families this is affecting.

I have read of many people who are watching to see what DVC does in the coming days on this one and are holding off buying or have already cancelled contracts. This is already costing them money when it wasn't necessary. If it had been handled better, this could have all been avoided.

I know we are watching, as well, and hoping that DVC will distinguishes itself, once again, from other timeshare companies. No more points in our immediate future. Depending on how this plays out, maybe no more, period!

 

[NSL]

I agree with all of these posts. It scares me for what is in the future. If they don't respect us more than this, it could be a scary 30+ years. I trusted Disney and it seems if you are not a cash paying customer you don't matter. After all they already have our money, why would they need to keep us happy!

 

[ADP]

I agree with everyone. They should be offering comperable accommodations for the concierge guests who were bumped from AKV.

Unfortunately, we don't know the situation with the other concierge rooms across property during that time period. Maybe all concierge accommodations across property are booked. They can't create rooms out of thin air. We just don't know.

There are other ways they can make it up to the guests who were bumped. Free DDP, offering a 1 or 2 bedroom villa at SSR, maybe a cash credit. There are so many ways they can make these guests feel better, but it doesn't seem like that is happening here for most. I'm not sure why and it seems very inconsistant to me.

If I was one of the guests who were bumped I'd keep calling until I got what I thought was fair.