DL on points what I was told when we checked in

[wdwstar]

I have to say for DVC trying to sell DVC memberships in Disneyland, they need to have a meeting with the check in cm's. When i checked in to the DLH (my first time & using points) I was going over my options with the cm of which building and view we get when we book our ressies with points, I was told that people paying cash was more important to any DLH then DVC members using points because any DLH are small hotels and the hotels thrives on the cash then the points. Then the cm went on about depending on how much you pay cash for a room, gives you the better room. We reserve
the better rooms for cash ressies and the other rooms for points ressies, because DLH's are not making money on the points rooms. I was
the way i was just treated. Well needless to say, we stayed in the marina tower facing the parking lot one night, when we came back to our room from universal studios, our bathroom was flooded, you can tell the water was coming from the ceiling. DLH had to move us to 2 floors above in the same building facing the pool, but when we got up there the room slept 4 people and we needed a room for 5. Then we were offered a HC room, I told them no, sorry, that wouldnt be fare to a person that really needs a HC room.
Then finally we were offered a room in the boniata tower facing the waterfalls,pool & the marina tower, what a great view. We even got to see the fireworks and part of DTD. It was a little longer walk from the pool but you couldnt beat the view. The funny thing when i checked in and asked about an extra room for DD, I was told they were sold out, matter of fact the cm said they were over booked. Hmmm they had several rooms to move us to.

I wish that since DVC is trying to sell memberships they should have better customer relationship with their Dvc members and not treat them like the gum on the bottom of their shoes.

I do have to say, on our way out we went over to visit the DVC sales building to see what the rooms will look like if they are going to changes rooms to be more like the Home away from Home rooms and we were told they do not have rooms there to see and DVC is planning on building a hotel off site for their DVC members. That will be ashame if the hotel is going to be off site of DL. How special is it going to be staying off property using points.

 

[rocketriter]

Please don't just report the front desk's behavior on the DIS board. Phone MS to complain, and write a letter (more impact than an e-mail) to MS copied to the management of the hotel. Moving you from place to place is poor customer service, but telling you on arrival that you're a second-class citizen is inexcusable. In the future, if you (or anyone else reading this) ever is told that DVC folks get the last choice in rooms, the next words you say should be, "Please stop what you're doing and bring me your manager immediately."

 

[Judique]

Please don't just report the front desk's behavior on the DIS board. Phone MS to complain, and write a letter (more impact than an e-mail) to MS copied to the management of the hotel. Moving you from place to place is poor customer service, but telling you on arrival that you're a second-class citizen is inexcusable. In the future, if you (or anyone else reading this) ever is told that DVC folks get the last choice in rooms, the next words you say should be, "Please stop what you're doing and bring me your manager immediately."

What he/she said.

 

[castleri]

I have to say for DVC trying to sell DVC memberships in Disneyland, they need to have a meeting with the check in cm's. When i checked in to the DLH (my first time & using points) I was going over my options with the cm of which building and view we get when we book our ressies with points, I was told that people paying cash was more important to any DLH then DVC members using points because any DLH are small hotels and the hotels thrives on the cash then the points. Then the cm went on about depending on how much you pay cash for a room, gives you the better room. We reservethe better rooms for cash ressies and the other rooms for points ressies, because DLH's are not making money on the points rooms. I was the way i was just treated. Well needless to say, we stayed in the marina tower facing the parking lot one night, when we came back to our room from universal studios, our bathroom was flooded, you can tell the water was coming from the ceiling. DLH had to move us to 2 floors above in the same building facing the pool, but when we got up there the room slept 4 people and we needed a room for 5. Then we were offered a HC room, I told them no, sorry, that wouldnt be fare to a person that really needs a HC room.
Then finally we were offered a room in the boniata tower facing the waterfalls,pool & the marina tower, what a great view. We even got to see the fireworks and part of DTD. It was a little longer walk from the pool but you couldnt beat the view. The funny thing when i checked in and asked about an extra room for DD, I was told they were sold out, matter of fact the cm said they were over booked. Hmmm they had several rooms to move us to.

I wish that since DVC is trying to sell memberships they should have better customer relationship with their Dvc members and not treat them like the gum on the bottom of their shoes.

I do have to say, on our way out we went over to visit the DVC sales building to see what the rooms will look like if they are going to changes rooms to be more like the Home away from Home rooms and we were told they do not have rooms there to see and DVC is planning on building a hotel off site for their DVC members. That will be ashame if the hotel is going to be off site of DL. How special is it going to be staying off property using points.

I am sorry that you had such a bad experience - but I have to say that it is exactly the opposite of the ones I have had - so definitely feel you need to let the hotel management know as they must have a CM who needs some additional training. I have stayed on two occasions at GC and DHL on points. The first trip in 2001 we were at each hotel 3 days. At the GC (first 3 nights)we had a room that overlooked the entry portico and parking lot across the street and the only extra bedding available was a sleeping bag and floor mat. The room itself was a standard hotel type room. I was not impressed except with the beauty of the rest of the hotel. The staff however were very pleasant and helpful. I had booked whatever the lowest points were so wasn't upset by the room location. The staff at the DLH were really super and when I asked for a rollaway bed because we had two teens of opposite sexes ( niece and uncle) who couldn't and shouldn't share a bed they gave us a room with a full size daybed and sent up a rollaway(which we didn't need because of the daybed). It was also overlooking the pool. The second trip was July 2005 for the 50th anniversary party. We were offsite for the first two days and checked into DLH (will never stay at GC again- too many points for just a so so room) on the day after the actual 50th party. I had opted to use the lowest number of points so expected a parking lot view. What a pleasant surprise when the CM said we've upgraded you to a pool view and the room has a daybed. They didn't charge extra points either. At no time did I feel like they thought I was a second class citizen and no one even suggested that they save the "bad rooms" for people on points. It is my understanding that the hotel is paid using the money DVC gets from the points I gave up when they sell a cash reservation at one of the DVC resorts so there should be no difference between any customers. There is a difference in the number of points for the different views and that is probably true for cash ressies, more money better view. Did your reservation say premium view? If not then a parking lot view is probably what was reserved for you. You had some unfortunate things happen (the water through the ceiling) and hopefully it did not ruin your entire stay. It certainly seems to me that they did everything they could to accomodate you. Although you had to move it sounds as if you got the room location you were hoping for to begin with. I think they always hold back a couple of rooms just for the purpose of being able to move people if something like your water situation happens so they may have been booked to what they call capacity. I am posting this as I think it is unfair to blame the hotel or DVC for what may have been one person's incorrect statements or bad day or tongue in cheek comments.
The DVC kiosk person I spoke with said he had heard that the DVC would be way off site - Hawaii--but that is all just speculation to this day.


Hope you have smooth and pleasant DVC experiences from now on.

 

[Boas]

WDWstar... you should send a letter to Hotel Management, DVC management, and Disney Resorts, and Disney HQ (4 personally addressed letters & cc. all).

Make sure you document their position of prefered treatment for cash vs. points is very disappointing.

Understand the frustration about the ceiling... but that is maintenance and was "bad luck." However the comments about "points vs. cash" is a much larger issue.

 

[La2kw]

I have to say for DVC trying to sell DVC memberships in Disneyland, they need to have a meeting with the check in cm's. When i checked in to the DLH (my first time & using points) I was going over my options with the cm of which building and view we get when we book our ressies with points, I was told that people paying cash was more important to any DLH then DVC members using points because any DLH are small hotels and the hotels thrives on the cash then the points. Then the cm went on about depending on how much you pay cash for a room, gives you the better room. We reserve
the better rooms for cash ressies and the other rooms for points ressies, because DLH's are not making money on the points rooms. I was
the way i was just treated. Well needless to say, we stayed in the marina tower facing the parking lot one night, when we came back to our room from universal studios, our bathroom was flooded, you can tell the water was coming from the ceiling. DLH had to move us to 2 floors above in the same building facing the pool, but when we got up there the room slept 4 people and we needed a room for 5. Then we were offered a HC room, I told them no, sorry, that wouldnt be fare to a person that really needs a HC room.
Then finally we were offered a room in the boniata tower facing the waterfalls,pool & the marina tower, what a great view. We even got to see the fireworks and part of DTD. It was a little longer walk from the pool but you couldnt beat the view. The funny thing when i checked in and asked about an extra room for DD, I was told they were sold out, matter of fact the cm said they were over booked. Hmmm they had several rooms to move us to.

I wish that since DVC is trying to sell memberships they should have better customer relationship with their Dvc members and not treat them like the gum on the bottom of their shoes.

I do have to say, on our way out we went over to visit the DVC sales building to see what the rooms will look like if they are going to changes rooms to be more like the Home away from Home rooms and we were told they do not have rooms there to see and DVC is planning on building a hotel off site for their DVC members. That will be ashame if the hotel is going to be off site of DL. How special is it going to be staying off property using points.

That's too bad about your experience. Please don't let that turn you off from Disneyland or DVC. I have stayed at the DL resort hotels many times in the past, including on points and have always had excellent service. The DL hotels are much better run than the WDW hotels, IMO. The only DVC rumors I have heard are adding a DVC wing to the Grand Californian. Keep in mind that "offsite" at Disneyland can mean as close as across the street.

 

[wdwstar]

I am not complaining about DLH moving us because of the flooded bathroom, I understand that things happen. We had a room for five people that had a daybed, the rooms at DLH are much bigger then GC & PI from what i understood. I thought before we were moved someone should have checked my ressies to see how many people were on the ressies, but again i am not complaing about those issues. Just the one that the cm trearted us like second class when we checked in. I understand the amount of points you use guarantees you the view you receive, I just didnt expect the comments that i received from the cm. I also understand this was one cm and I am not knocking DLH or DVC. I love my DVC and i would go back to DLH and I would even try GCH. It took me awhile debating on whether to mention this on the dis, I didnt want to make a hugh issue out of this one stay. I think i was expecting to be treated like WDW, when you check in.
Thank you for the advise, I will put togther a letter and forward to all those you have mention. I am not expecting anything from this, I just dont want any other DVC member to have to feel like second class.

 

[LIFERBABE]

for following up on this. I agree that DVC members should not be treated as 2nd class citizens and I found your report very discouraging.

Hopefully, some "redirection" will take place with the hotel Cm's that need it.

 

[dsneygirl]

I'm sorry you had such a poor experience at DLH. We stayed on points in March and it was great. Got a big Welcome Home at checkin and were upgraded to Bonita tower pool view when we had only used standard points. Hopefully that CM was an isolated case.

 

[happyrebster]

I am truly sorry that you had an unfortunate experience; but I also don't want this story to discourage others from using your DVC points at DL.

We used points to stay at DL's GCH last July and our experience was the complete opposite. Peak season, but we were upgraded from a standard room to a One Room Suite!! On a Saturday night in summer! (Well, of course, that could be the reason -- only room left??) But, certainly, if anything, we were treated EXTRA special by cast members -- special attention for our baby and related special needs, etc. I felt indulged. Our room had a full fireworks view and it is still one of my happiest Disney memories.

So I would say that there is certainly no corporate intention to treat DVC Members poorly. Sounds more as though the CMs you encountered need to be retrained on this point. Your complaint will help with that. So please do let them know about it. And please do try DL on points again! It can be so wonderful!!

 

[Dean]

While I'm not condoning what happened, it should be what's expected. And in reality, DVC is less important to the cash hotels than cash guests are. Certainly one should not make the guest feel that way but it is reality. And it's one of the many reasons I feel using points for cash options is not a good idea.

 

[happyrebster]

There is no reason to expect lesser service.

I have used my DVC points twice on non-DVC properties: once on the cruise line and another time at Grand Californian. BOTH times we were upgraded (Considerably so!) and given special attention (extra gifts, perks and special attention to our needs).

Lovely experiences that made me glad to be a DVC owner.

 

[Dean]

There is no reason to expect lesser service.

I have used my DVC points twice on non-DVC properties: once on the cruise line and another time at Grand Californian. BOTH times we were upgraded (Considerably so!) and given special attention (extra gifts, perks and special attention to our needs).

Lovely experiences that made me glad to be a DVC owner.

It's OK to disagree. Unfortunately we've seen many examples over the years to back up the concern though. Not everyone will experience the problem but many will be affected without knowing by room assignments, etc.