Anyone else concerned?

[ITGirl50]

I just think they have a very bad manager at AKV. Probably someone who has NO EXPERIENCE in managing a DVC property. Someone who has no people skills and doesn't care one bit about customer service. Sounds like Disney needs to clean house at AKV.

My DH and I are actually discussing "what if this or something else happens to us" scenarios. We want to be prepared if something like this happens to us.

 

[JimMIA]

I'm concerned about it, but I'm not entirely sure which aspect of the problem bothers me more.

If DVC can't find important body parts with both hands -- which seems to be the case -- that concerns me. I've seen some pretty well-managed organizations, and I've seen some that were pretty inept. DVC tends more and more toward the latter group. They are really starting to resemble The Three Stooges of the hospitality industry.

If DVC is simply focused entirely on sales, and either doesn't comprehend owner satisfaction -- or doesn't care -- I'm concerned for that reason.

My biggest concern is that the source of the problem might be both of the above -- in other words, they're inept, and they don't care. That worries me.

I am not directly affected, I don't even want to stay at AKV...but I suspect there is a larger problem here, and that worries me.

I hope people who are considering investing thousands of dollars in DVC will look at both the benefits and the downsides of DVC ownership.

 

[hlyntunstl]

I actually did send a note to member services. Although I wasn't affected, it could've been me and it also speaks to how MS and DVC as a whole handles issues. The reason there were no comparable rooms or compensation is that it is less than 2 months before the closure and October is a popular DVC time. To do this for a group of rooms where people plan how they are going to actually book the reservation in advance just makes it worse.

This was poorly done all around and they should be embarassed.

 

[PutnamDS]

What bothers me most is the inconsistent way this was handled. Why on earth wouldn't they have a comprehensive and fair plan in place before they made a single phone call. The plan should have been one that, after the first shock, the customer felt good about and believed they were treated fairly. People are very forgiving if they feel like they are treated fairly.

I just can't imagine calling people and offering something they surely knew was going to upset people. I agree with the poster who said it is even more frustrating to see that those who screamed loudest were able to get more. That's just wrong. Management must be consistent in what they offer. It isn't too late for management to get together and decide on a consistent and fair offer.

The right action, even now, could turn this whole situation around. Let's hope management decides to do what is right about this situation - before it is too late.

Deb

 

[Dean]

What bothers me most is the inconsistent way this was handled. Why on earth wouldn't they have a comprehensive and fair plan in place before they made a single phone call. The plan should have been one that, after the first shock, the customer felt good about and believed they were treated fairly. People are very forgiving if they feel like they are treated fairly.

I just can't imagine calling people and offering something they surely knew was going to upset people. I agree with the poster who said it is even more frustrating to see that those who screamed loudest were able to get more. That's just wrong. Management must be consistent in what they offer. It isn't too late for management to get together and decide on a consistent and fair offer.

The right action, even now, could turn this whole situation around. Let's hope management decides to do what is right about this situation - before it is too late.

Deb

I'm not sure they've been that inconsistent, I think they've consistently poor in this instance. Disney and the CM that represent them have always been inconsistent, IMO, actually less so than usual in this case. I'm actually surprised DVC has stuck to their guns in this case, saying no to extra benefits. If they'd only have such a backbone when people are outside the rules, we'd all be better off. It's a shame they took a stand and are being consistent the one time they really needed to be more flexible. Having a plan with free DDP or a temp concierge lounge or at least a stay and return of all points would have been better. I suspect almost everyone would still be upset but at least they'd have been appropriate given the circumstances. I am not aware of (or at least recall) a single instance where DVC members were displaced where they didn't have to fight for APPROPRIATE replacement other than when BWV SV were moved to preferred and I don't think they can take credit for that. The only other times that come to mind are when BCV overbooked. Fortunately it's not happened often.

I'm wondering if the affected resort itself is responsible for the incurred costs and that AK management is where much of the fault lies. Still, DVC should have stepped up given the circumstances.

 

[Laxmom]

Dean's right. This is consistently DVC. Remember how the whole mug fiasco was handled. We were told there were never mugs in any studio. MS and management are out of sinc.

I am concerned for those folks who were told that their reservation is ok. There are a number of people who were told the same thing only to be told differently when they called again. I suspect they may be more people affected that just don't know it yet.

DVC does still have an opportunity to turn this around though I doubt they will take it. I don't believe they see any problem - they are that out of touch. They seem to feel that what they are offering is a reasonable replacement.

It does trouble me that the ones who complained the loudest, got what they wanted. Maybe we have just discovered the key to the reputation that DVC owners have gotten with CM's. When something happens, we have no choice but to complain to get what is fair and just! Hmmm.

 

[Tiger926]

I'm not sure they've been that inconsistent, I think they've consistently poor in this instance. Disney and the CM that represent them have always been inconsistent, IMO, actually less so than usual in this case. I'm actually surprised DVC has stuck to their guns in this case, saying no to extra benefits. If they'd only have such a backbone when people are outside the rules, we'd all be better off. It's a shame they took a stand and are being consistent the one time they really needed to be more flexible. Having a plan with free DDP or a temp concierge lounge or at least a stay and return of all points would have been better. I suspect almost everyone would still be upset but at least they'd have been appropriate given the circumstances. I am not aware of (or at least recall) a single instance where DVC members were displaced where they didn't have to fight for APPROPRIATE replacement other than when BWV SV were moved to preferred and I don't think they can take credit for that. The only other times that come to mind are when BCV overbooked. Fortunately it's not happened often.

I'm wondering if the affected resort itself is responsible for the incurred costs and that AK management is where much of the fault lies. Still, DVC should have stepped up given the circumstances.

This is what I think. We've had several issues with AKL over the years, and see the same inconsistencies and problems when we stay there (we had a thread about this a few weeks ago). There seems to be some serious management issue at AKL, and this fiasco just proves that. It does not bode well for AKL at all as now you have affected a group of people who have spent thousands upon thousands of dollars to stay at your resort and will spend thousands more while in attendance. If this group isn't respected, than the ramifications could be swift and serious. Of course we aren't privy to what has happened or is happening behind the scenes, but the fact that it happened period, is enough of a concern for me. It looks bad all around!

I am concerned as there is a certain degree of 'ineptitude' as Jim so eloquently put it that worries me. I paid thousands of dollars and committed to 50 years of vacations for a certain degree of service, professionalism and quality - if I wanted The Three Stooges or Abbott & Costello, I would have stayed somewhere else!

Tiger

 

[janni518]

Actually I'm not worried. I feel very bad for those involved but I'm still enough of a Pollyanna to believe that Disney will learn from this and do better in the future.

This hasn't happened before right?

 

[CraftyMouse]

Actually I'm not worried. I feel very bad for those involved but I'm still enough of a Pollyanna to believe that Disney will learn from this and do better in the future.

This hasn't happened before right?

Right. And I completely agree with you. This is an isolated incident. It stinks for those members involved, and I do hope that DVC does right by all of you, but I see no reason to assume that this will become a widespread problem.

 

[Dean]

Actually I'm not worried. I feel very bad for those involved but I'm still enough of a Pollyanna to believe that Disney will learn from this and do better in the future.

This hasn't happened before right?

Not like this that I am aware of but similar things have come up. BCV was overbooked a few years ago and there were 2 people (that we knew of) who arrived and did not have a room. One was told since they didn't own at BCV (owned at OKW) that they'd be sent back to their home resort. If I recall, one got a GV at OKW instead of a 2 BR and the other a BWI room with concierge access for their party. I seem to recall a cancellation issue for OKW GV 2 or 3 years ago where some were displaced to 2 BR plus studios at OKW and SSR. And when they were doing maint at BWV, essentially all of the SV reservations were given other views on arrival for the same points.

Not to belittle the concerns of the group or the issues to those affected, in the big scheme of things this is a small item other than as it pertains to being a marker of DVC's management abilities and the direction of the club in general. Things happen, DVC could do more and should, but life will go on. I've personally had 2 instances with II where a reservation disappeared after vacations were arranged with NO replacement for the same week. I've seen similar issues with both II and RCI over the years. There's one resort group that is infamous for confirming you on exchange to the better resort then putting you in the lessor resort on arrival, don't worry, they are not with II.

 

[Ciciwoowoo]

A lot of times I read people's complaints on these boards and think to myself, how petty. This time, I think the concern IS warranted. The concierge level of the AKV is unique and is booked 11 months out.

October is such a hard month to take room out of commission for the DVC. We are going to the BWV during October, and booked just shy of 7 months. We were waitlisted for a while before that reservation came though; a regular, run of the mill 1 bedroom pool view.

There are no comparable rooms for these poor people to go. I suppose the only camparison would be to send them to the concierge level of a normal hotel room. Even then, the 5 person room may be difficult to find.

It is insulting to offer these people the same room at a different resort. An upgrade would be called for. Free dining would also help make up for this loss. The point is, this should have been established long before the decision was made to move these people.

I hope everyone reads what is happening and thinks twice about purchasing more points. It looks as if DVC people are second class citizens.

 

[Goofy's apprentice]

First off - I agree that the situation has been handled very badly, the displaced members should certainly be given comparable accomodations and SSR studios alone just don't qualify (and I love SSR)

Does this concern me about GVC in general? Not really, I don't think it is inidicative of DVC operations as a whole. Rather it is probably a combination of the following:

- Concierge is new to DVC, they didn't properly consider the implications of displacing these particular rooms
- managing a room category that contains such a small inventory of rooms that don't exist in other DVC resorts is new to DVC
- DVC is new to AKL, although we weren't members when BWV, BCV, and VWL added on DVC, I understand there were some growing pains in management understanding the difference between DVC guests and CRO guests

I think this situation differs because of the unique situations described above. Therefore, I don't think I'll spend time losing sleep as to whether or not my other reservations are secure. However, what does trouble me is the reoccuring situation where it seems that DVC management didn't quite think a situation through before implementation. I don't think they were trying to insult members or treat them as disposable. I just think they didn't think it through properly and that doesn't bode well for the future.
Will I consider selling? NO.
Will I fret about my reservations? NO.
Will I voice my opinion each time they appear to 'not be thinking things through'? YES.

Vent on these boards, it's healthy and keeps us all informed, but make sure that you call and voice your concerns as well as provide whatever suggestions you have.

 

[Terrif]

I was on the phone with AKV concierge to book a safari for our December trip and He made a comment like "bear with me, it is hard to find good help in Southern Florida". I found it odd but maybe they are understaffed and that is why they have a lot of problems there. I just hope it works itself out soon!

 

[2Princes2Princesses]

I am very concerned at this moment.

I was told Saturday that there was "absolutely nothing available bigger than a 2BR for my party of 9." She also said I could bring an air mattress for my son if I had one.

I went on the Disney website for the heck of it a little bit ago and lo and behold....there is a grand villa at OKW available there. I realize this is a cash inventory room, but does that mean MS has NO access to that? That they HAVE to make me cram 9 in a 2BR rather than give me that room?

If not, then in addition to the apathy and incompetence, I was also outright lied to. There was a room big enough, just not one they were willing to give me.

I WILL be calling back tomorrow and letting them know that there IS a bigger room on property. They did refund me the difference in points between AKV concierge and SSR. I would be willing to pay the points I would have paid for the concierge villa for the 3BR. They also did give us a small room credit for snacks. That and the room would be great.

Had they called and offered me the room big enough for my group and the small credit for snacks since I lost concierge, I think I would have been disappointed, yet grateful for their attempts, and I would be defending them on these threads.

Right now, I just want to bang my head against the wall.

 

[manning]

I just think they have a very bad manager at AKV. Probably someone who has NO EXPERIENCE in managing a DVC property. Someone who has no people skills and doesn't care one bit about customer service. Sounds like Disney needs to clean house at AKV.

My DH and I are actually discussing "what if this or something else happens to us" scenarios. We want to be prepared if something like this happens to us.

If it is set up like BCV, the manager of the hotel is also the manager of AKV

 

[OurDogCisco]

Maybe... I'm missing the obvious here but I didn't think the hotel and DVC are one of the same. I understand everyone's frustration and the fact that DVC is handling the notification poorly. However, I can't see how DVC can get a conceirge or a cash room somewhere without coming out of pocket.

So, let's say DVC does give everyone who had a conceirge room booked a new room at a regular Disney hotel with conceirge service. Who is gonna foot the bill? My wild guess would be the members of DVC.

Or maybe I'm just in the dark about this and I don't realize that DVC does have a closer relationship with the hotel side than I thought. Maybe somebody can set me straight???

I'm bummed more about how DVC is handling the notification. This definitely should have been handled better but on the other hand I don't know the situation from DVC's side. Maybe this was something totally unavoidable and out of their control.

 

[2Princes2Princesses]

Update on me:

Well, the GV was just as I suspected and Dean said...out of DVC's inventory.

But I do have good news. We are now in a 2BR and a studio at SSR. We received a $225 room credit for snacks because we lost the lounge and will have daily housekeeping. I am NOT being charged the points for the studio, just the 2BR. I am satisfied with that.

Tara was the person I spoke to and she did what I expected them to do at the beginning.

I am, of course, disappointed about the concierge level and the fact we have to split up a little. But I now at least feel like DVC has done something to accommodate our party and to make up a little bit for moving us.

 

[gobofraggle]

The AKV tapestry thing has been badly handled too... I mean, it's a totally different type of issue, but it was a perk offered with points purchase and has vanished into thin air...'founder' souvenir promised this spring and... spring was a while ago... Nobody at DVC wants to answer questions about it... Like I said, totally different type of issue, but kind-of-similar failure to acknowledge and resolve a problem...

 

[itsreally4mommy]

For months I've seen a pattern of apathy when it comes to CS for DVC. It indeed feels like they aren't prioritizing DVC owners and take them for granted. As a potential owner, it is really influencing my decision and am really on the fence. Even though we're told they do check the boards, I'm considering writing them and sharing how these experiences are influencing potential members' decision to buy or not to buy.

 

[janni518]

Update on me:

Well, the GV was just as I suspected and Dean said...out of DVC's inventory.

But I do have good news. We are now in a 2BR and a studio at SSR. We received a $225 room credit for snacks because we lost the lounge and will have daily housekeeping. I am NOT being charged the points for the studio, just the 2BR. I am satisfied with that.

Tara was the person I spoke to and she did what I expected them to do at the beginning.

I am, of course, disappointed about the concierge level and the fact we have to split up a little. But I now at least feel like DVC has done something to accommodate our party and to make up a little bit for moving us.

Well, that's a bit of good news at least. Sorry it happened but I'm glad they ae finally getting on the ball.

Hopefully, they will get some guidelines in place in case this kind of thing happens again. Y'all shouldn't have to beg for what is right and fair and I get the sense that if anyone felt that Disney was truly trying to do the right thing, emotions while high may not have ben verging on hysteria.