DVC left us without a room

[EveV]

I can tell you this... start looking on LinkedIn for titles that are DVC (Disney Signature Exp) SVP, VP, Director of Customer Experience/Service Director and such... Reach out to names like Bill Diercksen and Terri Schultz. You may not think they will respond and they may not directly, but they may be just annoyed enough that they have to deal with this at their level, to prompt a report of theirs to find a solution that works for you and them. Conistentcy is key with this type of out reach. Let them know, in a friendly way, that you know they are busy and will follow up in a few days if you don't hear from them. Also know that the Signature Segments and Parks Resorts Segment (DPEP) can redistribute room inventory between the two. Ultimately, IT is only using the data given to them.

 

[Chuck S]

Terri Schultz left DVC Management in September 2021.

 

[New Mouse]

I think they were caught pretty fast and people were contacted. But..and not making an excuse because the system has been horrible…something like seeing an abundance of days for months when there were not any, even if you snagged one, should have made one wonder…and at least called MS or given it a bit before investing in other costs.

The op said it took a week to be contacted. It should have been taken care of by the end of the next business day.

 

[_auroraborealis_]

I have a feeling the reason it took a week was based on the volume of people who booked.

I don't think this was a handful of people this round. It was more like one of those "jump on this $29 airfare to Moscow!" bugs where a whole bunch of people go for it.

Saying no to everyone will get those who didn't know and weren't trying to play the system, but there is no real way on DVC's end to judge intent when a large number are involved.

 

[RoseGold]

it". If you are already anticipating a cancellation, you knew it was shady to begin with.

What? How is a user supposed to know that DVC IT was incompetent? Maybe they released a block out of maintenance or whatever. The website show it was available, and we all know this is first come, first served.

DVC wants it both ways where you get penalized harshly if you mess up, but oops sorry when they do. They couldn’t even be bothered to call within a week!

FIX THE WEBSITE BILL!

 

[DonMacGregor]

What? How is a user supposed to know that DVC IT was incompetent? Maybe they released a block out of maintenance or whatever. The website show it was available, and we all know this is first come, first served.

Maybe by their own admission?

Not sure why this is difficult to understand, since the comment was very clearly directed towards a very specific group of members and that seems lost on some people. The people I’m speaking of clearly ADMITTED they knew it was a glitch and that the rooms likely didn’t exist. Hence their pre-emptive admission that there was a chance they wouldn’t get the room. Yet they made the reservation ANYWAY.

But sure, run with the miraculous room block release.

 

[Sandisw]

The op said it took a week to be contacted. It should have been taken care of by the end of the next business day.

The system shut down quickly…within hours…that is what I meant..I don’t consider a week a long time to be contacted either.

Again, if I snagged something and saw the site the way it was, I personally would have followed up with DVC to be sure it wasn’t a glitch before spending money on airfare…but, hey, that may just be me.

Heck, I just had my flight on Frontier canceled for March 8th that I booked 5 months ago. The will refund me but doesn’t change the fact that I had to book another flight and it cost me more. Life happens.

 

[DonMacGregor]

Heck, I just had my flight on Frontier canceled for March 8th that I booked 5 months ago. The will refund me but doesn’t change the fact that I had to book another flight and it cost me more. Life happens.

You take that back! We don’t need any of those negative vibes 19 days before our next visit home.

 

[Sandisw]

You take that back! We don’t need any of those negative vibes 19 days before our next visit home.

Sorry…well at least they didn’t cancel my Feb 7th flight! Your good!

 

[andyman8]

.Heck, I just had my flight on Frontier canceled for March 8th that I booked 5 months ago. The will refund me but doesn’t change the fact that I had to book another flight and it cost me more. Life happens.

Disney and Frontier historically haven’t been on the same customer service level. It’s sad if they now are. When flights of mine have been canceled in advance, most airlines have automatically put me on another flight or connecting flights. That’s generally standard procedure for airlines (Frontier may do these differently since they’re a super low-cost carrier).

Refunding dollars and refunding points also aren’t exactly apples-to-apples the same thing. Currency doesn’t expire. Points do. Currency can always be “banked” for as long as you want. Points can’t.

The point is Disney/DVC has been better than this and should continue to be.

 

[Sandisw]

Disney and Frontier historically haven’t been on the same customer service level. It’s sad if they now are. When flights of mine have been canceled in advance, most airlines have automatically put me on another flight or connecting flights. That’s generally standard procedure for airlines (Frontier may do these differently since they’re a super low-cost carrier).

Refunding dollars and refunding points also aren’t exactly apples-to-apples the same thing. Currency doesn’t expire. Points do. Currency can always be “banked” for as long as you want. Points can’t.

The point is Disney/DVC has been better than this and should continue to be.

Frontier only flies certain days so that is why I can’t be rescheduled. But, that wasn’t my point. It was that a week to notify people…which would not impact points….isn’t what I consider a long time when it took them 5 months to decide to cancel my flight 7 weeks out.

I agree Disney and DVC should do better but in this case, many owners…not saying the OP…did book even though they had a feeling it could be an issue.

I simply wouldn’t invest in other things until I double checked It because VGC is hard to book and seeing multiple days and months show up doesnt make sense,

 

[New Mouse]

The system shut down quickly…within hours…that is what I meant..I don’t consider a week a long time to be contacted either.

Again, if I snagged something and saw the site the way it was, I personally would have followed up with DVC to be sure it wasn’t a glitch before spending money on airfare…but, hey, that may just be me.

Heck, I just had my flight on Frontier canceled for March 8th that I booked 5 months ago. The will refund me but doesn’t change the fact that I had to book another flight and it cost me more. Life happens.

Would you call Amazon to confirm every hot item you buy just to make sure they actually had it in stock?

A week is a very long time considering they knew what happened within hours.

Even a simple courtesy email to all users who booked between x time and x time would have been fine.

Frontier has been terrible during the pandemic and I would argue borderline illegal as they are intentionally taking $ knowing they will be canceling certain flights.

 

[DonMacGregor]

Would you call Amazon to confirm every hot item you buy just to make sure they actually had it in stock?

If everyone (Amazon, Walmart, CVS, Walgreens, Target) shows every type of mask and test kit at least 2 weeks out on availability, you bite the bullet and just put in your order expecting the delay, and all of a sudden it shows same day delivery and an unlimited quantity, then yes.

 

[kes601]

Heck, I just had my flight on Frontier canceled for March 8th that I booked 5 months ago. The will refund me but doesn’t change the fact that I had to book another flight and it cost me more. Life happens.

We’ve had too many flights changed by several hours (or days) by Frontier and have had to cancel. At this point we won’t book them until less than a month before our trip.

 

[kes601]

Looks like the cancellation happened over on DVCFan.com as well (sorry if the link was posted earlier and I missed it)….

https://dvcfan.com/2022/01/22/an-open-letter-to-disney-vacation-club/

 

[Sandisw]

Would you call Amazon to confirm every hot item you buy just to make sure they actually had it in stock?

A week is a very long time considering they knew what happened within hours.

Even a simple courtesy email to all users who booked between x time and x time would have been fine.

Frontier has been terrible during the pandemic and I would argue borderline illegal as they are intentionally taking $ knowing they will be canceling certain flights.

Knowing what happened with VGC last year and the issues with the website, yeah, I would be extra cautious if I scored a room I knew was most likely wrong before jumping into making flights.

I do think they should help owners get a different room but if there are none, there are none

Regret bringing up Frontier because it’s not about whether or not they are a good company…my point is things happen and in this case, many owners hoped they had scored something that wasn’t there,

And, yes, I have had items I bought not arrive via those companies with nothing but sorry..and Yup, just did it for Xmas with something I couldn’t not find for my granddaughter and it showed up randomly on Amazon , ordered it, and did indeed call make sure it would go through as it was gone seconds later.

 

[DonMacGregor]

And, yes, I have had items I bought not arrive via those companies with nothing but sorry..and Yup, just did it for Xmas with something I couldn’t not find for my granddaughter and it showed up randomly on Amazon , ordered it, and did indeed call make sure it would go through as it was gone seconds later.

Or when you order something based on delivery date, and FedEx or UPS move the date back several days, without notice. You call them, and they tell you it’s not arriving late (based on the new delivery date of course). Half the time you have to argue to get your express shipping charge refunded too.

 

[dcfromva]

Knowing what happened with VGC last year and the issues with the website...

I forgot about that one. Wasn't it around the May timeframe when this happened (right around the time they were just starting to reopen)?
I never found out how they handled those.

 

[Sandisw]

I forgot about that one. Wasn't it around the May timeframe when this happened (right around the time they were just starting to reopen)?
I never found out how they handled those.

I think it was last April…I don’t remember for sure but it was like it for much longer. I believe some were moved to the hotel

 

[JETSDAD]

I think it was last April…I don’t remember for sure but it was like it for much longer. I believe some were moved to the hotel

April 1st. Hotel rooms were offered in exchange but they would convert the points to reservation points. You didn't have to make up the difference but if you cancelled then they would be returned as reservation points (I just let them cancel instead of switching because it was a bit of a long shot as to whether or not we'd be able to make that trip work).