Couldn't we do better? Your thoughts, please

[bwtkx]

Don't get me wrong--on February 29 of the new millenium I made one of the best investments of my life. On that cold and snowy day I signed the contract becoming a new member of the Disney Vacation Club. Over the years I have had many, many wonderful experiences.

Times have changed from the time I signed the contract. For starters, September 11, 2001 irrevocably changed the way we travel by air. And there have been positive changes pioneered by Disney, an industry leader: FASTPASS and Disney's Magical Express has taken some of the pain out of waiting in lines.

So why hasn't the Disney Vacation Club gone to the next level?

(1) For starters, going through Member Services to make a reservation is an aggravation. The hours are limited and all contacts must be made by phone. There is no opportunity to see what reservation dates at which DVC hotels are available to try to plan your vacation. The average time that it takes to make a reservation is seldom less than 20 minutes. (last winter I waited--no joke--for 40 minutes before a cast member was able to take my call). In a time when most of the hotel industry takes electronic reservations, why can't the Disney Vacation Club allow its members the same?

(2) Why does check-in take so long? By having the opportunity to pre-register, I can get a rental car and hotel room with certain companies in a short period of time, but this isn't the case at DVC. At check-in the cast members go through screen after screen after screen to the point where I truly feel sorry for them even though they are always pleasant and friendly. After a day of the cattle drive in the airport with wired children, it would be nice if the cast member would say, "Welcome Home! Here is your room and Park Passes. Is there anything else I can do?"

(3) The process for getting a reservation in a Grand Villa for Christmas or Spring break by calling every morning eleven months ahead--in the hopes--that the room hasn't been sold out is bizarre at best and a nuisance at worst.

I'm not angry--only dismayed. It seems paradoxical that Disney is an innovative leader, but there are barriers to making the DVC experience less of a hassle.

Your thoughts about this or other inconveniences you have encountered? And is there anything we can do to improve an otherwise exceptional experience?

 

[JimMIA]

(1) For starters, going through Member Services to make a reservation is an aggravation. The hours are limited and all contacts must be made by phone. There is no opportunity to see what reservation dates at which DVC hotels are available to try to plan your vacation. The average time that it takes to make a reservation is seldom less than 20 minutes. (last winter I waited--no joke--for 40 minutes before a cast member was able to take my call). In a time when most of the hotel industry takes electronic reservations, why can't the Disney Vacation Club allow its members the same?

Your experience may depend on when you call. If you call the moment they open, you may well get some waits...as you obviously have. I usually call in the middle of the day, and I don't think I've ever waited 5 minutes to get a CM on the phone. In fact, I don't think I've ever spent a total of much more than 5 minutes on the phone from dialing to hang-up.

That said, I do wish we had online booking. With 100,000+ members, I think DVC is plenty big enough to need it. But Disney is notoriously slow to implement things sometimes. Hopefully, one day...

(2) Why does check-in take so long? By having the opportunity to pre-register, I can get a rental car and hotel room with certain companies in a short period of time, but this isn't the case at DVC. At check-in the cast members go through screen after screen after screen to the point where I truly feel sorry for them even though they are always pleasant and friendly. After a day of the cattle drive in the airport with wired children, it would be nice if the cast member would say, "Welcome Home! Here is your room and Park Passes. Is there anything else I can do?"

This is a valid complaint, and I don't know the answer. The CM's do a great job, but it does seem to be a really clunky system.

Personally, I think part of the problem our particular family faces is that we are often trying to check IN just as many guests are trying to check OUT. We drive up from Miami in the morning and often seem to hit the front desk around 11 AM - 12 PM. That's our bad, but we want to get checked in, get our DDP credits, and get moving. We don't want to spend half a day at the parks and then have to spend an hour checking in, so we'll just have to accept long lines at the times we usually arrive.

I often compare checking into DVC with checking into a hotel on the road, which is usually quick and painless. But that's not a valid comparison. When people are arriving for a long-anticipated vacation, they'll have a million questions for the folks at the front desk. And when there's a long line at Concierge, referring them over there isn't really a good option.

But it does seem like checkin could be improved.

(3) The process for getting a reservation in a Grand Villa for Christmas or Spring break by calling every morning eleven months ahead--in the hopes--that the room hasn't been sold out is bizarre at best and a nuisance at worst.

This one I have to disagree with. A GV is a category of accommodation that is in extremely short supply at any time of the year. If you call the moment MS opens 11 months out for a GV during Christmas and get it, you have just been hit by lightning! I don't think there is a system on earth that could overcome the shortage of GVs for those who need them. There just aren't many of those.

 

[Starr W.]

I don't think you can change the GV situation considering the amount of them. 36 GV's at SSR and how many owners? I am not sure how you could make it easier. Geez I have even had MS tell me to call day by day for 2br's at VB, changing reservations at 7 months.

I must have lucked out 11 months for Easter, I called every morning for 6 days at 9 and got through. I did get the long wait on 12/23(about 20 min) when booking Thanksgiving.

This isn't a problem for me as I am the family's detail person(DH comes up with the strategy and I implement).


I haven't had a problem checking in, we checked in at VWL on 5/5 at about 1:30 and what took the longest was the CM looking for our box we shipped. Brought out some other guest's box who had a Polish last name also(they all are too long and end with ski ), but getting the room and key was rather quick. Can't remember it taking very long at SSR either, but we don't DDP.

 

[mjy]

In a time when most of the hotel industry takes electronic reservations, why can't the Disney Vacation Club allow its members the same?

I tell you, this truly frightens me at the same time that it delights and enchants me.

I have wanted online booking for quite a while (and have even been told by some cast members that they have been testing several programs just for that purpose.)

What frightens me is the implementation of that process.

Can you imagine what will happen unless/until they test it quite thoroughly? After all, one cannot even expect, lately, to be able to connect to our dvc site on the internet. Imagine, with all the goofs lately on the web site, what would happen with the same goof ratio in on line booking. Conceivably four or five people would arrive for the same booked room!

I am certainly one that wants on line booking. I just hope that Disney tests it completely before allowing it to happen!

 

[jarestel]

bwtkx, for your first post ever on the DIS boards, you've presented some studied, well thought, and interesting statements for us to mull over. Congratulations and welcome!

In response, I guess I'd just say that I would disagree with the assertion that Disney has been a leader in anything for a number of years, except possibly for the theme-parks. They tend to be extremely reactive to most industry trends as opposed to proactively leading the way. And of course they don't have to be out in front of anything as long as they're recognized as top-dog and we all keep the $$$ rolling in to their coffers.

I believe DVC will reach new levels, just not before most all of the other major players have. It will take them a bit longer, but they'll be there. Eventually.

 

[Granny]

(1) For starters, going through Member Services to make a reservation is an aggravation. The hours are limited and all contacts must be made by phone. There is no opportunity to see what reservation dates at which DVC hotels are available to try to plan your vacation. The average time that it takes to make a reservation is seldom less than 20 minutes. (last winter I waited--no joke--for 40 minutes before a cast member was able to take my call). In a time when most of the hotel industry takes electronic reservations, why can't the Disney Vacation Club allow its members the same?

I think this is something that we all forget from time to time...DVC is not the hotel or resort industry. It's a complex timeshare system. As for programming on-line, Caskbill has provided a number of the challenges that would get in the way of doing this easily, and most revolve around the fact that we are not just reserving a room. We might be borrowing points, or have points in various status due to cancellations, etc. It's just not a simple thing.

And here's one other thing. How would you handle on-line booking? Would a day become available at one minute after midnight each night? So we'd have to stay up and try to get in on the internet rush on booking every night? I'm not sure that's an improvement over what we have now. For what it's worth, I've called MS dozens of times, often right when they open and 20 minutes was my longest wait ever.

(2) Why does check-in take so long? By having the opportunity to pre-register, I can get a rental car and hotel room with certain companies in a short period of time, but this isn't the case at DVC. At check-in the cast members go through screen after screen after screen to the point where I truly feel sorry for them even though they are always pleasant and friendly. After a day of the cattle drive in the airport with wired children, it would be nice if the cast member would say, "Welcome Home! Here is your room and Park Passes. Is there anything else I can do?"

I agree the check-in process could go more quickly. But in general we haven't had an undue wait. I can't say this is any better or worse over the past 10 years or so.

(3) The process for getting a reservation in a Grand Villa for Christmas or Spring break by calling every morning eleven months ahead--in the hopes--that the room hasn't been sold out is bizarre at best and a nuisance at worst.

I think it's the only fair way for them to do it. Not sure what a better, fairer way would be.

I'm not angry--only dismayed. It seems paradoxical that Disney is an innovative leader, but there are barriers to making the DVC experience less of a hassle.

Your thoughts about this or other inconveniences you have encountered? And is there anything we can do to improve an otherwise exceptional experience?

I'm not sure that the issues you raise have gotten worse since 2000 when you joined. What you describe is pretty much what we've seen since we joined in 2001. I'm not condoning them, just indicating that things haven't deteriorated since we joined...they have pretty much stayed the same in the areas you describe.

 

[jarestel]

I think it's the only fair way for them to do it. Not sure what a better, fairer way would be.

If an entire reservation had to booked at once (no add-ons or modifications allowed without cancelling and rebooking the entire stay) that might be fairer. Go to an all-or-nothing system and eliminate the day-by-day hysteria. Easier for members and Member Services as well (and cheaper on the dues) since only one phone call is required not multiple calls.

 

[tjkraz]

(2) Why does check-in take so long? By having the opportunity to pre-register, I can get a rental car and hotel room with certain companies in a short period of time, but this isn't the case at DVC. At check-in the cast members go through screen after screen after screen to the point where I truly feel sorry for them even though they are always pleasant and friendly. After a day of the cattle drive in the airport with wired children, it would be nice if the cast member would say, "Welcome Home! Here is your room and Park Passes. Is there anything else I can do?"

From my observations, the most cumbersome part of the check-in process is actually finding the guest a room.

If we were willing to accept a system in which guests were arbitrarily given any room that meets the class in which we are booked (as is the case with the vast majority of car rental reservations), then the process would be much quicker. But when CMs go thru a half-dozen alternatives trying to find a floor / location / view that matches the guest's requests, it's going to take some time.

 

[Maistre Gracey]

If an entire reservation had to booked at once (no add-ons or modifications allowed without cancelling and rebooking the entire stay) that might be fairer. Go to an all-or-nothing system and eliminate the day-by-day hysteria. Easier for members and Member Services as well (and cheaper on the dues) since only one phone call is required not multiple calls.

With all due respect, I don't see how this would be a fair system.
If six BWV owners book a GV starting on 12/23, that will wipe out all GVs for Christmas. How is that fair to the folks who can't arrive until the 24th?
The current system gives a fair chance to everyone.

MG

 

[JimC]

With all due respect, I don't see how this would be a fair system.
If six BWV owners book a GV starting on 12/23, that will wipe out all GVs for Christmas. How is that fair to the folks who can't arrive until the 24th?
The current system gives a fair chance to everyone.

MG

I have difficulty with this one. DVC is the only resort that I know of who books based on check-out instead of check-in.

The way it is now does not seem any better, Depending on the call sequence no one could end up with a solid week in a GV -- assuming a different six callers get there first for each day.

I don't use day-by-day -- too much time wasted (IMO) mine and the CMs. So maybe I am missing something.

 

[jarestel]

With all due respect, I don't see how this would be a fair system.
If six BWV owners book a GV starting on 12/23, that will wipe out all GVs for Christmas. How is that fair to the folks who can't arrive until the 24th?
The current system gives a fair chance to everyone.

MG

Anytime you have a limited inventory, in this case BWV GV accomodations, there will always be someone who can't get what they want no matter what system is used. If more folks are calling for a specific period than there are rooms available, all day by day reservations do is allow more people to NOT get their entire stay booked and end up with a reservation that needs to be waitlisted in hopes of filling the holes. Fair? I don't know, but not very practical IMO.

In the case of AKV Concierge rooms ( an extremely limited commodity ) I would imagine it would be practically impossible to book more than a day or two with the day-by-day system. Of course, maybe that's all people want in this case so they can do the safari, but you get my point.

 

[CarolMN]

But at least the current system gives every owner the same opportunity to book a particular day/unit. None of the suggested alternatives can say the same.

I would be willing to bet that the systems that base the reservation system on a check in day (rather than check out day) are weekly timeshares (book only in weekly increments - at least when the booking windows first open) and do not offer the same flexibility that DVC does.

 

[Rozzie]

From my observations, the most cumbersome part of the check-in process is actually finding the guest a room.

If we were willing to accept a system in which guests were arbitrarily given any room that meets the class in which we are booked (as is the case with the vast majority of car rental reservations), then the process would be much quicker. But when CMs go thru a half-dozen alternatives trying to find a floor / location / view that matches the guest's requests, it's going to take some time.

So Tim, what would you think be the solution? Would they have to break up point systems at SSR and OKW? I just curious on your thoughts.

I have to admit, I usually don't ever go with "first" choice given to me. Or mostly I start out saying, "anything in Congress Park?/Southpoint?" And I check in around 7am, 8am at latest. That's how important my room assignment is. No I am not devastated if I don't get it, but I really enjoy certain locations better than others.

I personally would love a system that would go by the reservation date (when did you make your reservation) and honor the requests to the best of ability. Even a owner privilege system. I always put my requests down, but it seems the room assigner never even takes it into consideration.

I know requests are requests, but I think a littler more focus on actually improving on assigning our requests might speed up check in. JMHO of course.

 

[jarestel]

But at least the current system gives every owner the same opportunity to book a particular day/unit. None of the suggested alternatives can say the same.

If this is the best possible system the bright young minds at DVC can come up with, then I guess we will just need to live with it.

 

[DVC R/T Board]

If this is the best possible system the bright young minds at DVC can come up with, then I guess we will just need to live with it.

When DVC first started in 1991, they had a procedure called something like Holiday Priority Period, which ran on a lottery type system. This was abandoned years ago.

Booking day by day based on check-OUT date is by far the most equitable/fair way for all members to have an equal chance at getting those tough units/dates.

Any other type of system would require setting a lottery again, or some type of preference system.

.02

 

[jarestel]

When DVC first started in 1991, they had a procedure called something like Holiday Priority Period, which ran on a lottery type system. This was abandoned years ago.

Booking day by day based on check-OUT date is by far the most equitable/fair way for all members to have an equal chance at getting those tough units/dates.

Any other type of system would require setting a lottery again, or some type of preference system.

.02

I can understand holiday periods, but in reading these boards it seems that folks are calling day-by-day for many other things as well. Maybe that's just a false impression, but making 7 phone calls to book a single one-week stay seems like a waste of time (members & MS) as well as money. But as I said if that's the system we need to operate under, then we will just have to deal.

 

[tjkraz]

So Tim, what would you think be the solution?

I'm not sure that I would really change anything about the room assignment process. In my case, I value the ability to get into the room as quickly as possible--even beyond any sort of view request. Besides, how does that old saying go...."the more I learn, the more I realize I don't know." If I keep staying in the same resort and/or requesting the same area of a resort, I'll never discover what I might be missing elsewhere. Sure I've had a couple trips where my view or location was less tha spectactular, but now I know better. Still I hate to pigeonhole myself into one location just because I had a good experience there early on.

Anyway, back to the point, I think there are some things that could assist with the check-in process. I think OP was referring to things like putting your credit card on file before you arrive...that sort of thing. My point is simply that I don't think swiping the credit card is a major part of the check-in process.

The most time-consuming part of the process appears to be actually finding a room for the guest, and I'm happy with the current arrangement. I know others don't like it, but there is no system that will satisfy everyone. And I have to say that if these boards are any indication, member satisfaction seems to be up since they began using the Room Ready system. Threads from people who upset because they couldn't get into their room until 4pm or later used to be commonplace. Now they are few and far between.

While Disney check-ins may take a few minutes longer than other hotel chains, it is one of those occasions when the guest has a CM's full and complete attention. Making the process more impersonal wouldn't necessarily be a plus, IMO.

 

[jarestel]

While Disney check-ins may take a few minutes longer than other hotel chains, it is one of those occasions when the guest has a CM's full and complete attention. Making the process more impersonal wouldn't necessarily be a plus, IMO.

tjkraz, from personal experience I can tell you that if a CM makes a mistake when entering data into the system at check-in, you are doomed to a looong check-in time!

When checking into OKW a few months ago, I had to tell the CM the names and ages of all of my guests (even though I had already done this with MS when making the original reservation). Then the front desk CM entered the wrong age for one of the children and wasn't able to go back and change it. After listening to a few minutes of sighs and "oh mys" I told her that we weren't on the dining plan and already had our tickets so I didn't care if the age was correct or not. But apparently everything needs to be letter-perfect so a supervisior was summoned and I was banished to a couch in the waiting area while the problem was fixed.

To make a long story less long ( I know, too late for that! ) after 15-20 minutes I was called back to the check-in desk where the CM said the supervisor had deleted my reservation in order to fix the incorrect age for one of the children and they were worried that I might not have a reservation now. So after watching the 2 huddle and press keys for a few minutes longer, the supervisor disappeared and the CM assured me all was well. But we had to start all over again with the names of & ages of each guest.

Holy Moly! Close to an hour after I stepped up to the front desk to check-in, we finally had our keys. I was told by the harried CM working the desk that they could not change certain entries once they were in the system without a manager's override. Maybe this was a once in a lifetime snafu, but my heart will pound a little quicker from now on every time I hear a sigh or an "oh my" from a front desk CM.

 

[Sammie]

Possibly the reason it has not changed is that they don't get many complaints about the current system.

We have never had problems with booking through MS and never had a wait that was longer than about 5-10 minutes ever.

I can not believe that I live a blessed life over anyone else so I have to believe that over all that is the norm, hence few complaints.

 

[Rozzie]

If I keep staying in the same resort and/or requesting the same area of a resort, I'll never discover what I might be missing elsewhere. Sure I've had a couple trips where my view or location was less tha spectactular, but now I know better. Still I hate to pigeonhole myself into one location just because I had a good experience there early on.


.

Oh I see what you are saying, good points. However I don't think I am pigeonholing myself, just my personal preferences. With OKW, we have stayed other areas, maybe all of them if memory serves me, and Southpoint is our favorite. With SSR, granted we have only stayed in CP, but we go over to PI at night a lot, and like the short walk, and we like being "far" away from the Carriage House. Also CP is our favorite quiet pool, and we have visited all the quiet pools at least once. (I take that back, not Grandstand) In Dec, we will be trying to try out Grandstand to see how it is. I hear it is a nice area.

We don't have kids, so getting into a room is not a major deal to us at all. I'd rather wait 8 hours for the room/view I want. We spend a lot of our time in our villa/balcony or pool. We really are more resort people than park people.

Like I said though, it doesn't ruin our trip by any means, but really "pluses" it to have our favorite area.