DVC Member Treatment

[mickey's bud]

Question: I've seen on multiple postings how DVC members tend to get treated like 2nd class citizens....but I've never seen any explanation or background.
Can anyone shed some light for someone that's not yet a DVC member? Is this true? I would think they would treat DVC members like gold, but that's just an "external" opinion. If they treat DVC members "poorly" why? Can anyone share stories or background?
Thanks!!

 

[Cruelladeville]

Many people feel that members were treated as second-class because we have paid good money to become members, yet we were not given discounts or anything that was any better than AAA members could get for $100 per year instead of $12,000 or more. That has changed, however, perhaps because Disney had heard the complaints, or because they finally realized that our division kept the company afloat in the lean years. Who knows?? But we now get a sizable discount on AP's that no one else gets, about $125, which is helping to dispell that feeling.

 

[DebbieB]

I've been a member almost 6 years, 11 DVC stays and never felt like a second class citizen. My contract with DVC is for first class accomodations. I've always got that. Any discounts or programs beyond that are extras in my mind.

 

[dianeschlicht]

I've been a member going on 9 years, and I definitely do NOT feel like we are treated like second class citizens. On the contrary, I think we are given special treatment.

 

[tjkraz]

I've got quite a different take than Cruelladeville. My understanding is that this "second class" issue is most often associated with the level of service provided by resort CMs. There was quite a lengthy post here a few months back from a self-proclaimed resort CM who went out of his/her way to describe how evil DVC members supposedly are as guests. Apparently some view DVC members as overly demanding, slovenly, and otherwise unworthy of deluxe accommodations.

According to this CM, many of his/her coworkers detest even having to deal with DVC members.

Most DVCers will tell you they've rarely had a poor interaction with a CM. Others could provide textbook examples of the type of attitude described above.

Personally, I'm not about to let 15 minutes at the start of my vacation, good or bad, have any real impact. And, no, I've never had a bad check-in myself.

On the topic of discounts, we didn't buy into DVC for ticket or shopping discounts, but I'm lovin' every one of them.

 

[dianeschlicht]

I've got quite a different take than Cruelladeville. My understanding is that this "second class" issue is most often associated with the level of service provided by resort CMs. There was quite a lengthy post here a few months back from a self-proclaimed resort CM who went out of his/her way to describe how evil DVC members supposedly are as guests. Apparently some view DVC members as overly demanding, slovenly, and otherwise unworthy of deluxe accommodations.

According to this CM, many of his/her coworkers detest even having to deal with DVC members.

Most DVCers will tell you they've rarely had a poor interaction with a CM. Others could provide textbook examples of the type of attitude described above.

Personally, I'm not about to let 15 minutes at the start of my vacation, good or bad, have any real impact. And, no, I've never had a bad check-in myself.

On the topic of discounts, we didn't buy into DVC for ticket or shopping discounts, but I'm lovin' every one of them.

So true! You know, I firmly believe you reap what you sow, and I suspect that "cast member" might have been a bit on the negetive attitude side. I also wonder if the demands for view and location aren't part of the problem with the large number of renters. I think they expect the best and make more demands than those of us who know the resorts well and know we are coming back again, so we don't sweat the small stuff.

 

[rocketriter]

I've read a lot of postings in which DVC members sound off like prima donnas. But I've never received anything less than excellent treatment from a CM.

 

[vernon]

My DVC experiences have always been, on the whole, very good. Certainly no worse than I have received at other Disney hotels when staying as a "paying guest". Obviously it's always possible to run into a CM having a bad day, I tend to think that if it's at a DVC resort some people assume it's because they are a "DVC member" not because the CM is having a bad day or even, perish the thought, the guest has contributed to/escalated the situation. I also think that DVC members as regular returning guests have come to expect the very highest service levels that Disney strives to supply as standard. Those expectations are almost impossible to match 100% of the time. DVC members are also a lot more knowledgeable than most WDW guests, therefore an explanation that would be accepted without question by a normal guest is questioned by the DVC guest. Perhaps we DVC members need to make sure we spend at least 2 nights a year staying in non Disney hotels so we get used to what non Disney service means. I tend to think we might again appreciate the high levels of service that Disney provides.

I would say that my most recent visits have been absolutely outstanding, perhaps a few bad reviews have led DVC management to really emphasise with their staff what is expected both by the company and by the guests.

 

[mitros]

You reap what you sow. If you treat a CM badly, they are not going to think much of you, and vice-versa. This is not directed towards anyone, just an observation.

 

[kathleena]

I have had only one poor check in experience in about 10 stays. All other interactions - bell services, valet, guest services, housekeeping, engineering - they have all been as expected or better than expected.

As someone else said - I have seen a lot of prima donna posts here, so I imagine there are some who grind on CMs. Here is one example of what I saw:

Although I don't know if this guy was a DVC Member. Last Dec we were at BWV. Fri night, I went to the Guest Services desk about 4:50 to pick up our Candlelight Processional stuff for Monday night. May as well get it early. There were 2 CMs at the desk and I was about 7th in line. No one got in line behind me until 5:05 when this man came up. By then, I was 1st in line. I moved up and started my transaction at exactly 5:10, I remember looking at my watch and a few minutes later, the man moved up to the other CM.

He said he had to get his CP stuff and he had a ressie at the Italian restaurant at 5:10 and would they please call and let them know they would be late. I looked at my watch again and it was 5:15. She said they only hold the ressies for 10 minutes (or 15, can't remember) and he started blasting her. And I mean he was rude. He said he had been waiting in line 1/2 hour (I knew this was not true, I hadn't been there 1/2 hr) and that it was their fault he was late - yada, yada, yada - I can't emphasize how very, very rude he was.

I will say this CM was exemplary. She never flinched, she handled herself so well. She just took care of it, called the restaurant and moved on. The CM waiting on me and I shared more than a few winks and I sincerely thanked him for his service and he sincerely thanked me for getting my CPS ahead of time.

Anyway - if the stories are coming from CMs who are treated like that, then I understand. I do think that the behavior issues can occur on both sides, but I hardly think a CM would pull a complete hissy fit like this guy did.

I'm very happy with how Disney recognizes my commitment to vacation with them year after year, and I have confidence that the recognition will continue to grow. As for relationships with CMs - I agree - you reap what you sow. I manage my own relationship with them and make sure each one I deal with knows I respect them, and when they fall short, I make sure they know I expect more in a polite, constructive way.

 

[TnRobin]

You can add me to the list of 6 year member who have always been treated very well. I have never had a problem with a CM treating badly as a result of my DVC member. Actually I have had the opposite. I have had CM who are fellow DVC Member go out of thier way to treat me extra special.

 

[Granny]

I have never been made to feel like a second class citizen by any of the CM's at WDW. Just the opposite, if anything.

Have I had a few "testy" CM's that I've dealt with? Sure, they are human last time I checked. But nobody who treated me differently for being a DVC owner.

As for feeling second class because of the various perks and discounts....well, I'll second what tjkraz said.

 

[joepoe]

Many people feel that members were treated as second-class because we have paid good money to become members, yet we were not given discounts or anything that was any better than AAA members could get for $100 per year instead of $12,000 or more. That has changed, however, perhaps because Disney had heard the complaints, or because they finally realized that our division kept the company afloat in the lean years. Who knows?? But we now get a sizable discount on AP's that no one else gets, about $125, which is helping to dispell that feeling.

There is a sense of entitlement that some DVC'ers seem to have that crops every now and again. Even when the AP discount came out, there was a group who complained about THAT too.

 

[joepoe]

My DVC experiences have always been, on the whole, very good. Certainly no worse than I have received at other Disney hotels when staying as a "paying guest". QUOTE]

Good point. Really, at the end of the discussion, we are ALL paying guests.

 

[icydog]

He said he had to get his CP stuff and he had a ressie at the Italian restaurant at 5:10 and would they please call and let them know they would be late. I looked at my watch again and it was 5:15. She said they only hold the ressies for 10 minutes (or 15, can't remember) and he started blasting her.
I will say this CM was exemplary. She never flinched, she handled herself so well. She just took care of it, called the restaurant and moved on.

If this example played out the way you described it I would be annoyed as well. I as a guest would be annoyed at the Cast Member not for the time I waited in line but the attitude of " you messed up and I won't call" Maybe the guest didn't want to be scolded and told reservations are only held for ten minutes. Maybe he just wanted her to call the restaurant and explain he would be a little late. In this scenerio she called after he threw a hissy fit. I think most people would have walked away when told the call would not be made because they were late anyhow. That is not the right answer. In this case the right answer would have been "I will call over there and ask". I sometimes find that CMs won't do simple tasks the first time you ask, but only after you insist, will they figure out a way to help you. I also find that a few CMs are dismissive in their attitude. The attitude is "I will do the absolute minimum to accommodate this guest. I will not go out of my way if I don't have to". I have had this happen a few times, and only when I insist do things get done. I find the whole process tiring and humilitating. In this case had the CM politely, as you say she eventually did, called the restaurant this man would not have gotten upset and all would have been avoided.

I do not condone his "hissy fit" and miserable attitude. I wouldn't have gotten upset, but I know I would have perservered. I would have politely asked her again to please call the restaurant on my behalf. I love Disney World CMs, and I think they handle guests better than anywhere else in the world, but I do occassionally find a CM who is cruisin' and will do as little as possible to help a person out. On those occassions I cruise over to the manager and point it out. I must say I find this attitude less at the front desk than at the parks and monorails.

 

[MStepelton]

Question: I've seen on multiple postings how DVC members tend to get treated like 2nd class citizens....but I've never seen any explanation or background.
Can anyone shed some light for someone that's not yet a DVC member? Is this true? I would think they would treat DVC members like gold, but that's just an "external" opinion. If they treat DVC members "poorly" why? Can anyone share stories or background?
Thanks!!

It's like the old saying goes....
" You can't please all the people all the time "

I have also heard the DVC referance of members being " Walt's unwanted step children " As a member I have never had any problems with DVC that I didn't also have as a cash customer.
Some folks just automaticly think that because they spent good $$$ to go to WDW that " All their wishes should come true " dispite that fact that EVERYONE feels that way and not EVERYONE can be treated as "Number One".
Example:
We camp out on a curb at MK to see the parade maybe a hour before it starts. Then the parade starts. All of a sudden we have at least 3 different couples with and with out kids trying squeeze in on the curb where there just isn't any room. The instant I say something about the lack of space for them, I get the line " We paid good money to come down here and see the parade ".
Now I don't think many folks get a "free ride" to Disney. So I don't see why these folks think that THEIR money is more important than everyone's elses or why they shoyuld be entitled to better than normal treatment. But They Do.
Some people will always feel slighted if things don't go perfectly their way.

We bought into DVC for a cheap room till 2042. Not for perks. Not for special treatment. We've been happy BWV members since 1998 and have never felt slighted by the "mouse"

 

[JimMIA]

If this example played out the way you described it I would be annoyed as well. I as a guest would be annoyed at the Cast Member not for the time I waited in line but the attitude of " you messed up and I won't call"

Well...there's an old cliche' - "Failure to plan on your part does not constitute an emergency on my part!" The guest is the one who screwed up here, and is trying to blame it on everyone but himself. I'm sure we each see dozens of similar people every time we go to WDW, or anywhere else for that matter. Their life is hard...as it should be.

In this case the right answer would have been "I will call over there and ask"

I do agree with you there. Although this confrontation was certainly not the CM's fault, it might have been prevented by a simple, "Sure, let me see if I can help you." If she hit a snag with the restaurant, that would be the time to explain a) the PS policy, and b) that it is not something she has any control over anyway. I'm not sure why customer service personnel often get that sequence backwards, but they do it everywhere -- even in really good service places like Disney.

Having said that, I firmly believe that if the CM had handled everything perfectly, that guest would still have found something to be unhappy about. If she'd carried him to the restaurant on her shoulders, he would have complained about the bumpy ride. Even perfect customer service won't make unhappy people happy -- even at WDW.

 

[jarestel]

Well, I can't help you with your question since I've never experienced any 2nd class treatment either. Do I think it happens? Sure, it probably does, but for reasons others have listed already, and not simply because one is a DVC member.

If you read the resorts board, I think you'll find examples of guests feeling they didn't receive the treatment they expected from front desk or concierge CMs, and this certainly wouldn't have anything to do with being DVC members.

 

[Pa@okw95]

I would say that all DVC members get treated about the same, it is not first class that is for sure, but in the context of your question, they do not get treated like second class citizens either. There was a problem at BCV for awhile with the help there, but I have not seen any reports lately. What I must say here is that the demographics of the membership has changed over the years, with people buying into DVC for "cheap accommodations", when I bought into DVC it was not sold as a place to save. The expectation level of many of these new members is not what it was years ago. What I would concern myself about now if I was buying into DVC is how the upkeep of the units will be maintained. With less demanding people as members things may change and have in that area in my opinion. DVC is not the La Mansion del Rio where you really are treated first class but it is not a place where members are mistreated either. I bought into DVC thinking it was a high end establishment, it is not, but the accommodations are great if they are maintained. That would be my concern rather than how you are treated. Hope this helps.

 

[sk8belle]

I have to say - I stayed at what is supposedly the creme de la creme of Disney hotels, the Grand Floridian, at my last stay and received worse service there than I did at any of the DVC hotels I've ever been at. In fact, after staying at the BCV, BWV and OKW, I can't think of one time where I'd wanted to complain about the service.