Do we expect too much? WWYD?

[ssawka]

Dreams - I apologize for coming across as offensive to you. My 'examples' weren't truely intended as to compare (or guess) what is/has been going on your life - they were intended to speak to the larger issue of how it is important for anyone and everyone to keep disappointments in their proper perspective - in general for all things in life. Again, I'm sorry I failed to frame my comments in a way so that you didn't think I was specifically addressing you.

...But the problem with the "it could be worse" way of thinking is that it diminishes other peoples' feelings. It could always be worse! But that dosen't help someone in their immediate situation. It's about empathy, and the "it could be worse" attitude doesn't display any.

 

[MrShiny]

It does really hit or miss on the cruises. We cruised in '06 (not on points) and got nothing - but asked and we did get the magnet.

Cruised in July (again not on points) and did get the gift and magnet, etc.

Apparently theyt just don't have the best quality control.

My advice is mention that you are DVC when checking in. Also, if not invited, check the navigator for the DVC member gathering.

Make no mistake, the DVC folks are there to get you to buy more points, but as any good sales people they should engage with you and take care of you as customers.

Yes, it is a timeshare and as long as you can use it they have fufilled their duty to you. Still, they should adhere to the highest standards of salesmanship (they are Disney after all) and treat customers well.

 

[toocherie]

I had a similar experience on my first DCL cruise--which was the little 2-day "Cruise to Nowhere" last January. I traveled with friends who were in the next cabin and also DVC members--they came over excitedly and said "did you get your DVC gifts?????" uh, no. (and btw--and probably not that it matters, but I own quite a few more points than they do--all bought direct).

We stopped by the DVC desk and they told me to come back later and pick up my gifts. Stopped by once later, they weren't there. So came back again and got them.

But as the OP said, it isn't the "gifts" -- it's the feeling of being recognized and special. I was apparently also left off the list and if I was the OP--after the attempts they made to make sure DVC knew they existed and should be included--I would be ticked off too.

And I WOULD contact member services so that if I went on another cruise I made sure I WAS on the list so I wouldn't be disappointed. (My next DCL cruise is the two-week to Hawaii in April--it would SUCK mightily to be left out of all the DVC events on a two-week cruise!)

 

[kespo]

We have been forgotten before too.....some how you can't help but fell "less magical" when it happens. I hope you have better luck on future trips!!

 

[Mtnman44]

I was going to take time to give my opinion as well, but based on the OP's response to another person simply offering a perspective, I think I'll just ignore this thread. I'm not interested in participating in "what do you think" or "what would you do" threads where the OP attacks opinions or input that is contrary to what they want to hear.

 

[Mtnman44]

I thought you made a perfectly reasonable point, and very relevant to the discussion as well.

Dreams - I apologize for coming across as offensive to you. My 'examples' weren't truely intended as to compare (or guess) what is/has been going on your life - they were intended to speak to the larger issue of how it is important for anyone and everyone to keep disappointments in their proper perspective - in general for all things in life. Again, I'm sorry I failed to frame my comments in a way so that you didn't think I was specifically addressing you.

 

[walkdmc]

I think you expected too many little things. However, I don't collect lithographs or magnets and would not have cared about those things. I'm surprised you requested someone else put a magnet on your door, regardless of the reason, but I've never cruised. Is that kind of request customary?

I try not to get caught up in the little things with DVC. I understand I'm not buying "magic" or "pixie dust" or whatever. I bought a timeshare and as long as my room is clean and I sometimes get my room request met, I'm happy. I gave up on expecting towel animals and other little perks and honestly, I feel less stressed. DVC ownership has decreased the stress I experience while on vacation. If you're feeling stressed because you miss those little perks, which are not the norm if you're staying at a DVC resort, then maybe you should reconsider your DVC ownership.

 

[tjkraz]

Maybe I'm reading too much into the original post but if OP is expecting unending gratitude and appreciation for being a DVC member, this can only end poorly.

Respectfully...it's a timeshare. We save a lot of money on the rooms and get a few other random perks along the way. DVC is vehicle for spending more time in nicer guest rooms that most of the cash paying public.

But please don't expect Disney to treat us like a treasure.

Chalk it up to a lesson learned. Next time you cruise, have DCL note on the reservation that you're a DVC member. The welcome celebration is always held mid afternoon on departure day. Time and place are in the navigator. And if you happen to not get the "stuff" in your stateroom, stop by the desk and I'm sure they'll help load you up.

 

[Cinderpamela]

Originally Posted by Disney Dreams- While we fully understand it's a timeshare and salespeople and a business, if there are perks that all members cruising are included in, then ALL should be included. Nothing to do with "magic." We were not wearing our Disney-tainted glasses (well, on this aspect anyway).

We just became DVC owners in May and will be using our points for the first time this December and I would be irritated if this had happened to us.
I think your feelings are perfectly valid. As your quote above says it was more about ALL members being included.
I get the whole oversight, and people make mistakes bit, and do not disagree with that perpective.... but I don't think you would be wrong to contact Member Services and at least find out if there is something you can do to avoid this sort of oversight happening in the future.

 

[Pakey]

My husband and I paid for 5 cabins on our DCL cruise and except for the DVC magnet on the door (which I didn't ask for), we got nothing else. This is the first I knew that there should have been anything else.

We have been DVC members for a long time. I have no expectations other than to be able to use my points at a DVC resort.

 

[DMKEDM]

Yes, DVC is a timeshare. And yes, Disney is a business. WDW is a resort complex, there to make money for Disney (and its shareholders). But Disney has chosen as its business model making customers above-and-beyond happy (in return for above-and-beyond costs). So Disney "buyers" have a right to expect "Disney magic/Disney treatment." It's why some (many?) of us bought the product in the first place.

Under no circumstances (for a variety of reasons) would I consider buying "a timeshare." I bought DVC despite the fact that it's a timeshare--and the fact that it's Disney is THE reason why.

I took my son to Disney as often as I could afford it throughout his growing up years, long before I could afford DVC. And a huge part of the reason was in fact because both he & I love the parks & staying on property. But a huge part of the reason we love the parks and staying on property derives from how Disney treats us when we're there. I didn't (and still don't) begrudge the money I spent (spend) at Disney because the way Disney treats me makes me feel good--I like their product and I like the way they treat their customers (me)! I am (more than) willing to spend "Disney money" to get this.

So, not getting this "special feeling" IS a big and very valid reason for being unhappy w/the DVC (or Disney if paying cash) experience (whether on a cruise or at a resort). There are other cruises, other amusement parks, other timeshares, other resorts that I could choose instead of Disney if the "Disney magic" weren't such an important (to me) part of why I choose Disney.

So, OP, you have my sympathy. I don't blame you for feeling unhappy(ish) about the experience.

And absolutely this isn't war, death or pestilence. But we all have a right to be unhappy--and say so--about things that fall short of "the big bad things" -- I don't exactly resent being told (as a reader of this thread) that a disappointment on vacation doesn't equate to the death of a loved one, or a job loss, or whatever. But it was jarring--kind of condescending and a bit offensively "preach-y".

I sure hope no one reading this thread has to experience any disappointment in life--whether it's the "minor" kind that comes w/a disappointment on an expensive vacation, or a huge challenge like the death of a loved one. But it's the real world. Disappointments happen. And it's ok to talk about them, and say they're disappointing. At least I think so.

Hope your next cruise/DVC stay is as stellar and unexpectedly beyond-expectations wonderful as this past one was disappointing, OP...

 

[tjkraz]

Yes, DVC is a timeshare. And yes, Disney is a business. WDW is a resort complex, there to make money for Disney (and its shareholders). But Disney has chosen as its business model making customers above-and-beyond happy (in return for above-and-beyond costs). So Disney "buyers" have a right to expect "Disney magic/Disney treatment." It's why some (many?) of us bought the product in the first place.

And many times Disney does deliver but the systems are not flawless. To judge the entirety of DVC via incidentals--no "Welcome Home" greeting, no door magnets on DCL, valet parking perk discontinued--is a recipe for dissatisfaction.

While the Disney Resorts have a track record of meeting and often exceeding guests' expectations, I think many members have unrealistic expectations of Disney Vacation Club. Often the inference is that DVC would/should bend over backward to heap praise and thanks upon members. That members should frequently receive tokens of appreciation from DVC and generous discounts & perks.

I'll stop short of saying that people are wrong for feeling that way. But frankly I don't see much in the history of DVC--at least not in my 9+ years of familiarity with it--to suggest that such praise and gratitude will manifest itself.

Some of the little touches--the Welcome Home's, the towel animals, balloons on a birthday--are nice, but we all know they are unreliable. If Disney / DVC / DCL missing some personal checkpoint is going to bring a guest to the verge of either tears or outrage, it's just not a formula for long-term satisfaction, IMO.

 

[DMKEDM]

There's a lot of wisdom in your post, tjkraz...for both us (DVC members, Disney customers) and Disney...

At its heart, it's expectations.

What do we expect from Disney? And does Disney expect to deliver?

Pre-DVC, I experienced one trip w/out "Disney magic" at its beginning...and to this day I don't like that resort--I've been back, but it's always my last choice. And that less than wonderful experience kept me from returning to Disney for a couple of years. I chose different vacations during those years, when I could have gone to Disney but the "bad taste" of that trip caused me to prefer to go elsewhere...

Ultimately, I decided to try it again because the memories of "the wonderful" times at Disney were competing with the memories of that one "bad" trip (and it wasn't "bad"--it just wasn't "magical"--surly CMs, subprime service)...another BIG factor in deciding to try again was my DS...he hadn't been as put out (as a 12-year-old who didn't have to deal with any of the "issues") as I was and he wanted to return...and I wanted to please him.

The result was another "magical" trip (to a different resort)...and I "got over" (mostly) it...

But it illustrates my point. At the time, the "mega-money" (or so it seemed to me at the time) I was spending to go to Disney just wasn't worth it w/out "the magic." My willingness to spend the money rested on my expectations of "magic"--that sense that Disney gave me that there was nothing that was too good or too much trouble for them to do for me...once they treated me like "just another customer" I didn't want to spend so much money to go there...

My expectations are different now...DVC has changed things. First, there is an element of "being stuck with it" once the decision to buy is made (not that I regret it, but I can't as easily decide to just not go!)...and also I've now done enough trips that I more emotionally understand that there will be occasional "bad apples" or difficulties (and let me emphasize: I do not and never had held Disney to a standard of "perfection"...to me, it's more about how they fix a mistake (and their attitude about fixing a problem) than it is an expectation that everything will always be problem-free...)

So, where does that leave us (as a collective)? We can expect less, and perhaps be less willing to spend money on going to Disney (or buying into DVC). Or Disney can meet our expectations and thus ensure our desire to continue to spend money going to Disney (and/or buying into DVC).

The right answer is, no doubt, somewhere in between.

But it does all come down to expectations...

 

[crisi]

I agree with Tim. What I would do is reset my expectations so that the incidentals were under the category of "wow, that was nice" and not under the category of "I expect....." That way you are pleased when they happen, not disappointed when they don't. These sorts of things are really hit or miss with DVC (two cruises as members, one "remembered" by Disney, one not - and an indifferent record of "welcome homes" at resorts. And I have one of the WORST records of getting room requests met).

DVC should not be excused for 7pm checkin times, rooms that aren't clean or lack electricity (as mentioned in another thread), cast members that are rude. And maybe they shouldn't be excused for forgetting the little special touches that make us all feel special - but they do - and if that is going to make someone dissatisfied, then they are destined for DVC disappointment.

 

[nickspace]

Write a formal letter and send copies to the appropriate Disney offices.

 

[Poppin]

Yes, DVC is a timeshare. And yes, Disney is a business. WDW is a resort complex, there to make money for Disney (and its shareholders). But Disney has chosen as its business model making customers above-and-beyond happy (in return for above-and-beyond costs). So Disney "buyers" have a right to expect "Disney magic/Disney treatment." It's why some (many?) of us bought the product in the first place.

Under no circumstances (for a variety of reasons) would I consider buying "a timeshare." I bought DVC despite the fact that it's a timeshare--and the fact that it's Disney is THE reason why.

I took my son to Disney as often as I could afford it throughout his growing up years, long before I could afford DVC. And a huge part of the reason was in fact because both he & I love the parks & staying on property. But a huge part of the reason we love the parks and staying on property derives from how Disney treats us when we're there. I didn't (and still don't) begrudge the money I spent (spend) at Disney because the way Disney treats me makes me feel good--I like their product and I like the way they treat their customers (me)! I am (more than) willing to spend "Disney money" to get this.

So, not getting this "special feeling" IS a big and very valid reason for being unhappy w/the DVC (or Disney if paying cash) experience (whether on a cruise or at a resort). There are other cruises, other amusement parks, other timeshares, other resorts that I could choose instead of Disney if the "Disney magic" weren't such an important (to me) part of why I choose Disney.

So, OP, you have my sympathy. I don't blame you for feeling unhappy(ish) about the experience.

And absolutely this isn't war, death or pestilence. But we all have a right to be unhappy--and say so--about things that fall short of "the big bad things" -- I don't exactly resent being told (as a reader of this thread) that a disappointment on vacation doesn't equate to the death of a loved one, or a job loss, or whatever. But it was jarring--kind of condescending and a bit offensively "preach-y".

I sure hope no one reading this thread has to experience any disappointment in life--whether it's the "minor" kind that comes w/a disappointment on an expensive vacation, or a huge challenge like the death of a loved one. But it's the real world. Disappointments happen. And it's ok to talk about them, and say they're disappointing. At least I think so.

Hope your next cruise/DVC stay is as stellar and unexpectedly beyond-expectations wonderful as this past one was disappointing, OP...

 

[kjd469]

I agree completely with the OP. We sailed on the Dream a couple of weeks ago, and on the way to our Aft room, we passed many, many doors with Welcome Home magnets - it was definitely a letdown when we arrived at our stateroom to find no Welcome Home magnet :-( ....especially for my DD who was anxiously looking for it. I tried repeatedly to get added to "the list" - attending the pre-departure DVC meeting, mentioning it to 3 different guides and being brushed off, stopping by at the desk and having them write our name on a sticky note to be added, then stopping by the next day only to find the sticky note still there and nothing added...and while they gave us the daily gift, they certainly were not apologetic. Yes, I am an adult and it's not a "big deal" in the grand scheme of life, but for my daughter it was a disappointment when she could blatantly see the magnets on all the other doors. What you don't know doesn't hurt you, but what you can clearly see may cause a few hurt feelings - especially for kids (and big "kids" too!)

DVC definitely needs to improve how they compile their information, as it seems to happen far too often.

 

[walkdmc]

I have a question about the DVC "get togethers". This sounds like something I'd try to avoid . I have all the points I need and I bought them resale so what goes on at these meetings?

 

[disneymath]

Dreams ... I booked our first DCL cruise back in 2009, became a DVC member in 2010 (direct purchase), and sailed DCL Alaska in 2011. Based on all that I had read here on the DIS, I was looking forward to the little DVC perks on the ship, believing that Disney would just know we were DVC and that it didn't matter if we had booked using cash or points. (I love the DIS ... but if my expectations were too high, I know exactly where I got the ideas that fueled them! )

Our experience was similar to yours ... no magnet, no trinket box, no invitation to the member gathering, no trivia phone calls ... And, don't laugh, what bugged me the most was the DVC promotional material left during turndown that was clearly aimed at getting non-owners to join the club! I actually stopped by the DVC desk during my travels to mention not needing the promo materials since I was already a member!

The DVC CM figured I had been overlooked because the cruise had been booked before I became DVC. He did give me a white cardboard box containing the trinket box. I found out later it also contained two lanyards, an invite to the reception, and a reminder about picking up a DVC/DCL pin. (The papers had stuck to the lid, so I didn't notice them until we got home.) We did attend a member presentation (thanks to the Personal Navigaotors), which was fun. We proudly wore the DVC caps we got at the reception on Tracy Arm day and were rewarded with two "mickey at the helm" pins to share amongst the three of us. To my very minor annoyance, we also kept getting "join the club" promo materials.

In the grand scheme of things, did slipping through most of the DVC cracks make our trip less magical? NO!!! We enjoyed cruising so much that we booked onboard and will be taking my sister's family along next time.

Did not getting acknowledged as being a DVC member change my view of what I had purchased? Not really. But I would be lying if I didn't say that it feel a little less magical to be overlooked.

 

[Sammie]

What do we expect from Disney? And does Disney expect to deliver?

I expect what I bought, a room, that is in working order and clean.

That is all.