Disappointing DVC customer service

[michettism]

I have tried to reach the Disney executive office but it appears Disney has blocked any attempt to reach the executive office and the supervisor at DVC is the last stop. Disney's handling of the closure has been very disappointing and i lost $5000 of points that Disney will not consider extending. Does anyone have any suggestions on how to reach the executive office? The DVC supervisor told me that if i did reach them, they would just send the request back to DVC supervisor.

We are lifelong disney fanatics with about 20 visits, including 2 Disney cruises, DVC members since 2004, etc. In March 2020, we had our biggest Disney vacation ever planned and we were taking another family with us so we planned to use banked, current year and borrowed points for a 10 day split vacation at Contemporary and Animal Kingdom Savana (about 465 points). Three days before our arrival in late March 2020, Disney closed due to COVID. Our use year begins in April so that automatically put me at a disadvantage with expiring points. Disney told me that they extended my points for a year and they won't do anything further. I explained that this year extenstion was of no use to me since i could not travel until i was vaccinated due to risk factors. So out of the 465 points, i got back only 116 for use this year. and the rest (roughly 350 points or around $5000) are forefetited. I understand that they just can't add capacity at DVC and requested that they allow me to use the points that i lost because Disney closed, to rent a (non DVC) resort room but they told me they would not do that. I know now that i could have put some of these points into RCI but Disney communications around the covid closing was very poor and they never reminded those of us who had our vacations canceled by Disney that we could do this.

We still love disney, but the reduction in perks like Disney Express along with the way they handled the closing is extermely disappointing. With Disney stock price soaring, it seems that their focus is on the shareholders at the expense of their most loyal guests.

 

[DebbieB]

I have tried to reach the Disney executive office but it appears Disney has blocked any attempt to reach the executive office and the supervisor at DVC is the last stop. Disney's handling of the closure has been very disappointing and i lost $5000 of points that Disney will not consider extending. Does anyone have any suggestions on how to reach the executive office? The DVC supervisor told me that if i did reach them, they would just send the request back to DVC supervisor.

We are lifelong disney fanatics with about 20 visits, including 2 Disney cruises, DVC members since 2004, etc. In March 2020, we had our biggest Disney vacation ever planned and we were taking another family with us so we planned to use banked, current year and borrowed points for a 10 day split vacation at Contemporary and Animal Kingdom Savana (about 465 points). Three days before our arrival in late March 2020, Disney closed due to COVID. Our use year begins in April so that automatically put me at a disadvantage with expiring points. Disney told me that they extended my points for a year and they won't do anything further. I explained that this year extenstion was of no use to me since i could not travel until i was vaccinated due to risk factors. So out of the 465 points, i got back only 116 for use this year. and the rest (roughly 350 points or around $5000) are forefetited. I understand that they just can't add capacity at DVC and requested that they allow me to use the points that i lost because Disney closed, to rent a (non DVC) resort room but they told me they would not do that. I know now that i could have put some of these points into RCI but Disney communications around the covid closing was very poor and they never reminded those of us who had our vacations canceled by Disney that we could do this.

We still love disney, but the reduction in perks like Disney Express along with the way they handled the closing is extermely disappointing. With Disney stock price soaring, it seems that their focus is on the shareholders at the expense of their most loyal guests.

Availability is really super tight right now, people are complaining about the rest of the year have little availability. People are complaining about the 50% borrowing rule. Imagine if they would have allowed more points to be extended? It would be a huge mess. My understanding is the extension from March and April use years to November came from points that DVC owns. Timeshare laws say there has to be rooms available for everyone's points to be used in a year. They can't double up.

They gave you a year on the banked points? More generous than most got.

The whole situation is unfortunate but it’s out of their control. Yes, they dropped the ball on communication but it was a new situation that no one expected.

 

[achinforsomebacon]

We were affected by the closure as well with trips canceled and points that would expire. The communication along the way was terrible, but I think when it came down to actions, they went well beyond what they needed to do. Late banking, unborrowing, extending points, reversing RCI transfers. Of course this didn't help everyone equally and now there are a lot of "extra" points in the system, but they did the best they could in this unprecedented time.

Given all of the uncertainty and since we knew we wouldn't be vaccinated before our points expired, we just rented our points. Yes, it stinks to not be able to use them but we at least got something for them. That option was available and was probably your best option if you couldn't use them.

 

[Sandisw]

I am really sorry that things hit you hard. But this isn’t about Disney. This is a timeshare and as owners we have to take the good with the bad.

DVCMC made a lot of exceptions that they were not required to do and used points owned by them to do it in many cases. IMO it was generous and helped owners who were at risk at losing points. They are even continuing to help international owners who are still blocked from even coming.

Now all of us are suffering the consequences of the glut of points in the system due to closure. But it is impractical and impossible to expect with the closures that people will not lose points.

There really is no way to continue to change the rules 15 months later when resorts have been open for a year at WDW.

Points go with rooms and have a shelf life and if you did indeed get an extra year to use your points then you did receive a solution beyond what could have happened.

 

[Narcoossee11]

As mentioned above... YOU ARE USING/ OWN A TIME SHARE.... Time shares are very regulated for your protect. Many Time Shares have "tried " to help members but there is only so many options. Points must expire or the time share will collapse. Sorry for situation but that is the balance all time shares must adhere to. It has nothing to do with DVC.

No one can over ride the system legally . That is why they told you a executive could no talk or help you.

 

[_auroraborealis_]

You are an owner.

Think of it this way: If you owned a condo in Florida and could not travel there for a year for whatever reason, you would still have to pay the property tax, the association fees, the mortgage. If you owned a condo in Florida and the hurricane took out the roof and it took 6 months to repair, in which time you could not stay there, same thing.

This is a timeshare, which fundamentally works the same way. Whether you can use it or not, you pay for it ongoing. You're not a Disney "customer" where DVC is concerned. For all they wrap it all in "club!" and "membership," it's a timeshare and you have rights in real property, and thus responsibilities in real property.

 

[Bobb_o]

I explained that this year extenstion was of no use to me since i could not travel until i was vaccinated due to risk factors.

This is the key point here. This is an individual exception that they can not grant for anyone and it would be unfair if they did because other owners may have considerations.

Next time if you know you can travel rent the points/reservation out.

 

[CarolMN]

I'm sure we all feel for the OP (and anyone else who has lost points).

Let's not all pile on with reasons why she is wrong to feel the way she does, OK?

 

[icc2515]

With Disney stock price soaring, it seems that their focus is on the shareholders at the expense of their most loyal guests.

You hit the nail right on the head with this. Disney guests are like Hydra lose 1 and 2 more show up. Until this changes and stock prices tart to tank Disney will do as they please. If it is even a small consolation, it is absolutely killing Disney to have to keep open DVC resorts like the Poly, Contemporary/BLT, and Jambo house. They are keeping restaurants and shops at these locations open on their own dime just to keep up appearances so they don't lose future DVC sales. We were just at the Poly and it looked deserted in the main house. You could sit in the lobby and maybe see a person walk thru every once and a while. Jambo house is like one of those abandoned resorts you see on Youtube.

 

[jodifla]

Couldn't you have also deposited those points for later use with RCI?

 

[Bobb_o]

Couldn't you have also deposited those points for later use with RCI?

She mentions that in her post but says communication was bad and she was never reminded.

 

[michettism]

Availability is really super tight right now, people are complaining about the rest of the year have little availability. People are complaining about the 50% borrowing rule. Imagine if they would have allowed more points to be extended? It would be a huge mess. My understanding is the extension from March and April use years to November came from points that DVC owns. Timeshare laws say there has to be rooms available for everyone's points to be used in a year. They can't double up.

They gave you a year on the banked points? More generous than most got.

The whole situation is unfortunate but it’s out of their control. Yes, they dropped the ball on communication but it was a new situation that no one expected.

 

[michettism]

i understood about the mess it would cause to extend everyone's points - that is why i requested to use the points on resort (e.g. Yacht club) vs DVC villa reservations. As noted, Disney stock price is at an all time high - seems they should at least split the financial burden with the guests. Instead, loyal guests who have spent a fortune at Disney, are left with the full financial burden, plus reduced perks, plus longer waits, plus significantly reduced services, plus significantly increased difficulty in finding dining reservations, and the list goes on. Seems in this unprecedented time of COVID, they should share the financial loss we experienced because they closed, not just tell us its our loss. Until this year, DVC/Disney was the greatest and i would recommend DVC to everyone, but based upon the disappointment we have experienced with this situation, i do not think i would recommend DVC. I will re-evalulate after my September stay.

 

[Brett Wyman]

Couldn't you have also deposited those points for later use with RCI?

Or rented them out?

 

[_auroraborealis_]

that is why i requested to use the points on resort (e.g. Yacht club) vs DVC villa reservations

Your ability to do that isn't in DVC's ability to approve. Disney Resorts have the say-so there, and the divisions are definite frenemies. Use of points in an exchange doesn't open up any DVC availability, since it makes equivalent DVC units available fo cash bookings anyway.

Because DVC resots and Disney resorts share space, it's harder to see them as separate operational divisions with separate P&L. It's easier to see why Streaming and Resorts are separate. Nonetheless, big corporations gotta big corporation.

 

[KAT4DISNEY]

i understood about the mess it would cause to extend everyone's points - that is why i requested to use the points on resort (e.g. Yacht club) vs DVC villa reservations. As noted, Disney stock price is at an all time high - seems they should at least split the financial burden with the guests. Instead, loyal guests who have spent a fortune at Disney, are left with the full financial burden, plus reduced perks, plus longer waits, plus significantly reduced services, plus significantly increased difficulty in finding dining reservations, and the list goes on. Seems in this unprecedented time of COVID, they should share the financial loss we experienced because they closed, not just tell us its our loss. Until this year, DVC/Disney was the greatest and i would recommend DVC to everyone, but based upon the disappointment we have experienced with this situation, i do not think i would recommend DVC. I will re-evalulate after my September stay.

Using points at YC is just a trade and 1 - rooms have to be made available by Disney resorts and 2 - there really wasn't an issue booking DVC villas so I'm a bit lost on that as being an solution as you said you were not able to travel. Renting out or depositing to RCI were the best options but that time is well past now over a year later. FYI - we were quite similar to you with a huge family trip in a GV booked for April so you also were not alone in that. DH was compromised and travel wasn't an option for us either. I rented.

 

[michettism]

Couldn't you have also deposited those points for later use with RCI?

Unfortunately, i was not aware of this option until after Disney forefeited my points. Disney did not remind guests of this option (I believe this lack of communication was intentional) and it was practically impossible to contact Disney by phone for the longest time to discuss options (again probably intentionally - after all, customer service reps are working from home so they could have brought them all back to work and trained other employees who lost their jobs to support customer service if they wanted, but instead they isolated the executive office and gave the customer service reps standard replies to guests concerns. The strategy apparently was don't remind guests of options so we have more profits for shareholders .

 

[katie3008]

Seems in this unprecedented time of COVID, they should share the financial loss we experienced because they closed, not just tell us its our loss.

I completely understand that it’s frustrating that your plans have had to change due to covid, and that many members points have been impacted.
My family have had to repeatedly reschedule our May 2020 trip, which is currently planned for April 2022, when hopefully the US borders will have opened to us international guests!
But at the end of the day we are the legal owners of our contracts, we get 100% of the benefit of our points, 100% of the capital appreciation of our contracts, but unfortunately 100% of the liability of this unforseeable global pandemic, including the loss of unused points. Disney have also incurred significant losses (both actual and opportunity costs), and have no responsibility to real estate investors (us) to share our losses too.

 

[michettism]

I am really sorry that things hit you hard. But this isn’t about Disney. This is a timeshare and as owners we have to take the good with the bad.

DVCMC made a lot of exceptions that they were not required to do and used points owned by them to do it in many cases. IMO it was generous and helped owners who were at risk at losing points. They are even continuing to help international owners who are still blocked from even coming.

Now all of us are suffering the consequences of the glut of points in the system due to closure. But it is impractical and impossible to expect with the closures that people will not lose points.

There really is no way to continue to change the rules 15 months later when resorts have been open for a year at WDW.

Points go with rooms and have a shelf life and if you did indeed get an extra year to use your points then you did receive a solution beyond what could have happened.

i understand that these are unprecedented times and DVC has limited options - but that should not have resulted in poor communications, inability to contact customer service but most importantly, Disney stock is at an all time high and Disney cancelled vacations so they should compensate guests that lost thousands of dollars thru no fault of their own. It is a pretty lousy way to treat people that spends tens and (lifetime) hundereds of thousands of dollars at Disney. How about, "sorry we cancelled your vacation, appreciate your understanding but it was for your safety, we know you lost $5000 so here is a voucher for $2500 to use at Disney for dining, gifts, etc" ; This would be a drop in the bucket for Disney and not impact their stock price at all - but the right thing to do for their most loyal customers.

 

[wnielsen1]

i understand that these are unprecedented times and DVC has limited options - but that should not have resulted in poor communications, inability to contact customer service but most importantly, Disney stock is at an all time high and Disney cancelled vacations so they should compensate guests that lost thousands of dollars thru no fault of their own. It is a pretty lousy way to treat people that spends tens and (lifetime) hundereds of thousands of dollars at Disney. How about, "sorry we cancelled your vacation, appreciate your understanding but it was for your safety, we know you lost $5000 so here is a voucher for $2500 to use at Disney for dining, gifts, etc" ; This would be a drop in the bucket for Disney and not impact their stock price at all - but the right thing to do for their most loyal customers.

I get the frustration. I do. I just disagree that Disney/DVC needed to do anything. They didn't need to extend anyone points, they didn't need to change any rules, they do not need to remind people that there are deadlines (banking, RCI, expiring points, etc.), and they certainly do not need to dip into their own pockets to help people with their timeshare. You are entitled to your own opinion. Everyone has lost something in the pandemic. Some have lost more than others. In my opinion, Disney/DVC made a good faith effort to help the membership as a whole as best as possible.